ComplaintsforInframark, LLC

• Initial Complaint

  06/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In Aug 2023 Inframark became our new HOA for the Jasmine Heights community in Katy, TX. The following month an annual meeting was held to introduce the new representatives to the community. In this meeting we discussed new changes, and homeowners were able to voice their concerns. I asked the representatives, with the agency being so close to us now, would they be coming around the neighborhood more often. Jessica *****, the community representative stated we will try, but they really need us the homeowners to report violations. I then asked her, if we are reporting violations, what will the HOA be doing. Jessica then became combative and cut me off mid-sentence. Prior to me speaking, she let everyone speak for about 10-15 minutes, but when it was my turn, I was only allowed 5 minutes. About a month later, I received a violation for a basketball goal that was not in use. A few months go by, and I do not receive a violation, and the goal was moved back. Two weeks after we had EF1 Tornado in the area, Inframark was out issuing violations. I immediately contacted Jessica and informed I was recovering from an Acute Bowl Obstruction and could not lift anything over 10 lbs. Jessica replied, to locate family, friends and/neighbors to move the goal and if I did not, she would now how to handle it. I replied that she was threatening me with a fine and that I would like to come into the office in person. She then states that I would have to PAY to come into the office. I asked her to show me where in our HOA Bylaws does it state that homeowners must pay to meet with the HOA representative. She then continues on stating she remembered me being very vocal at the last meeting about Inframark not coming out to the community. That statement alone, make me feel that Jessica is targeting me, as she remembers me from over 6 months ago. I would like her actions looked into as she seems to have a personal vendetta against me.

  Business response

  06/11/2024

  Good morning Mrs. ********,
  
  Thank you for reaching out, and I apologize for your experience with Inframark. I am the Director of Community Management for Jasmine Heights, and I am here to assist you. Please forward any correspondence you have had with Jessica regarding this issue to my email at Amanda.*******@inframark.com so that I can better assist you. I look forward to helping you with a resolution.
  
  
  
  Thank you,
  
  Amanda *******, CMCA®, AMS® | Director of Community Management

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have contacted the company 4 times since I received a $500 water bill (which increased to $900) this month out of no where stating that we used over 70,000 gallons of water. We are a family of five, we have lived here for 10 years with no pool, no sprinkler system, and according to them, no leaks. We have never had a bill that was more than $60/month. The online payments that I see this month on my account have changed and are inaccurate, they do not match any of the previous payments that I have made and can provide through my bank statements. None of the payments are reflected on my account that I have recently made and there is a new payment for $246.00 that I never made. I can also prove this through bank account information. I honestly believe that they may have my account mixed up with someone else’s at this time but they refuse to even listen to my explanation and are telling me that I can only have a payment plan to pay the $900 bill. I need this concern investigated. I have seen similar issues and instances on the news this month for my city. Please help!

  Business response

  04/12/2024

  Thank you for allowing us the opportunity to address the customer's concern about their most recent bill and payment history.  Upon review of the account, it appears that a payment was missed in January and April of 2024 causing the account to fall past due by $509.64.  A new bill has generated that will be due on 5/4/24 in the amount of $385.10, making the total balance $894.74.  I've attached the payment history for the customer's review and to compare with their records.

  Additionally, a technician was dispatched to re-read the meter and check for leaks.  The reading was in line with the usage billed and the technician didn't locate any leaks while at the property on 4/1/24.  We bill for the water that passes through the meter and cannot determine how the high usage was consumed. 

  Sincerely, 

  Shelia *******

  Customer Service Manager

   

  Customer response

  05/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Regards,
  

  When reviewing the attached documentation (bills and statements) you will notice that there is a concern with the billing process and there are even months (looking at my bank statements that I am not credited for my payment and I am also fined for that). Also, the NHCRWA FEE is excessive. For the March 5th billing date, it is $300.00. When I tried to contact the company to see what the concern had been, they refused to even try to help me figure out what might have been going on. After 3 or more calls and emails along with contacting the BBB, I was finally able to get them to agree to send someone out to check the meter and to check for any leaks, which they did not find. But if you notice, we reportedly went from using 3 to 5,000 gallons each month to 75,000 gallons out of nowhere. Our home is only 3,000 sq ft. it is nearly impossible to have a 75,000 leak (or to even use that much water in a month) that was not standing outside of the home or collecting somewhere nearby. For the past 10 years that we have lived on our home our bill has never been like this. We do not have a swimming pool, no sprinkler systems and we have not added any water operated appliances. We are not certain where the meter is but what we suspect to be the water valve/meter outside of our home cannot even be opened, it is stuck or something which makes us believe that no one is reading the meter. Furthermore, we have cameras all around our home and we do not have any other footage of someone coming except for when they placed the note on the door stating that there had not been any leaks. Lastly, when I received this bill for March 5th, I called in on the 29th and the customer service representative told me that we had already allegedly used over 60,000 for the month of April at that time (with a $245.00 NHCRWA FEE). How was she able to see or determine that (if the meters are at the homes) and have to be read in order to determine a bill from the first until the last of the month? When the bill came out on April 8th, it showed that we had used 62,000 gallons as she had stated on March 29th. Yet how is it possible to use 60,000 before the billing cycle even begins and then only use 2,000 for the remainder of the month following the concern that I raised and contacted the BBB about? This company needs to be investigated, there is no way that they are reading meters and providing customers with a true and accurate rate. I am requesting that the meter be replaced if it is indeed reading that families like ours are using 75,000 gallons a month with no evidence of any leaks or water based appliances. I also request that the NHCRWA FEE on the account be revisited, it is 3 times the amount of the water usage, which is excessive. I would also like for someone to come out and allow my husband and I to actually read the meter that we have to determine the accuracy of the charges. This $900.00 water bill needs to be reevaluated and adjusted, please. 
  
   

  
  

  Business response

  05/06/2024

  Thank you for allowing us the opportunity to address the customer's billing concerns.  Upon review of the account, it appears that there were several months of high usage.  When the customer called, we dispatched a technician, which is someone other than the initial meter reader, to go out and verify the reading on the meter, check for leaks and perform a meter accuracy test.

  During our investigation on 4/1/24, the technician verified that read was 711.63 and no leaks were detected during his visit.  This is how the CSR was able to see that their next will would be high.  Additionally, each time a bill is generated, it's for usage that occurred during a prior period.  Our meter readers go out blindly each month to obtain a read, so they have no knowledge of previous readings or usage history.

  The NHCRWA fee is a fluctuating fee based on consumption.  In the customer's particular district, the fee is $3.96 per 1000 gallons of water that passes through the meter.  Unfortunately, we cannot determine how that much water passed through the customer's meter and generate bills based on the district's rates.

  We apologize for any inconvenience these high bills have caused the customer.  No adjustment can be granted as we billed for the water that passed through the meter.

  Regards,

  Shelia *******

  Customer Service Manager

   

  Customer response

  05/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. 
  

  The company reporting that there is no way for them to determine how much water actually came through the meter and refusing to adjust the bill even as a gesture of their efforts to support their customers of 10 or more years with no prior concerns is simply unacceptable. If we are unable to resolve this issue this way I will move forward, include cooperate, and file formal complaints against the company. At this point it is simply ridiculous that we have a $900 water bill and the company is unwilling to help with this issue in any way. 

  Regards,
  
  

  
  

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In December, 2023, I paid$239.95 which is half my HOA payment. It cleared my bank on1/4/2024. In January I sent in the final half of the payment of $239.95, which cleared my bank on 1/30/2024. I received a text stating that $239.95 would be withdrawn. I wrote them back stating that they did not have permission to withdraw from my account without permission! I have been here 24 years and this has never happened! I have been trying to email call, etc. to no avail. I finally got an email stating that the bank used, I guess, either needed my bank account # or my address so that they would send me my refund. Suspicious of their wanting my account # because they had it, I sent in my address. That was weeks ago and I still do not have my refund. Got a message that my HMO would be using another company! Even contacted one of my HOA board members, no help!

  Business response

  02/28/2024

  Dear Ms. *****,
  
  Thank you for your post to BBB and for bringing this to our attention. We have reviewed your account and do see the extra payment which was refunded to you on February 23, 2024. Please allow a few additional days for receipt as the mail has been extremely slow. We apologize for the frustration and inconvenience this caused you. Please let us know if there is anything additional we can do to help.
  
  Sincerely,
  
  Kelly *****, LCAM, CMCA, AMS, PCAM | Director of Community Management

• Initial Complaint

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My old HOA company ******* ********* management group accidentally charged my end of the year HOA payment to another address. After going back and forth with them they fixed my issues and the charges were reversed. They recently switched HOA companies and now Inframark has taken over. Since they have taken over they are trying to charge me for the charges that were reversed. I have emails stating from the previous HOA company that I don’t owe any late fees. I really don’t feel like I should have to pay something that was not my fault and would like someones help

  Business response

  02/08/2024

  Good evening Ms. ******,
  
  Thank you for your post and for sharing your account concern. We are happy to work with you and resolve this matter. Thank you for including the documentation so that we may review in detail as this was not provided by prior management. Please allow our team to review and clear this matter for you. Should have any additional questions or need further assistance, please contact me directly at [email protected]. We will provide a follow up reply once we complete your account review and make the adjustments.
  
  Sincerely,
  
  Kelly ***** LCAM, CMCA, AMS, PCAM | Director of Community Management

• Initial Complaint

  01/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Inframark HOA, specifically regarding the property at **** ****** *** *** Wesley Chapel, FL. I am deeply dissatisfied with the handling of several unknown charges amounting to over $2000, which were posted on 11/28/2023. I have made multiple attempts to contact the HOA manager both in person and via email but have not received any successful responses. Furthermore, I followed the recommended course of action by attempting to reach out to their law firm, but I was redirected to contact the HOA instead. Despite my persistent efforts, I have been unable to establish any form of communication with either the law firm or the local HOA staff. I want to bring to your attention that my attempts to contact the HOA and its representatives have been documented in writing. The lack of responsiveness from Inframark HOA has caused me great distress, and I am urgently seeking your assistance in resolving this matter. The unresolved issues have resulted in late fees, and I am concerned about the potential impact on my financial standing. To provide context, my family and I recently purchased a new home, and we received written confirmation from the HOA agent in early November that there were no violations or charges pending at that time. I still possess the written confirmation as evidence. I kindly request the Better Business Bureau's intervention in facilitating a resolution to this matter. I am willing to provide all necessary documentation, including written correspondence and evidence of attempts to contact the HOA and its representatives. Please investigate this complaint promptly and inform me of any steps that can be taken to address and rectify the situation. Your assistance in this matter is crucial, and I trust that the Better Business Bureau will ensure a fair and just resolution. Thank you for your attention to this matter. Sincerely, Sophia **** ************************* (preferred) *** *** ****

  Business response

  02/04/2024

  Thank you for allowing us the opportunity to respond to the customer's concern.

  We appreciate your involvement in Ms. Sophia ****** complaint against Inframark HOA concerning the property at **** ****** *** **, Wesley Chapel, FL. The associations attorney, ******* *** ******, will directly communicate with Ms. **** to address her concerns and provide updates.
  

  We are diligently reviewing all relevant documents, including Ms. ****** correspondence, to resolve this matter promptly and ensure a satisfactory resolution. We take this complaint seriously and are committed to rectifying the situation to Ms. ****** satisfaction.
  
  Inframark HOA values transparency and accountability and working with the associations attorney to address her concerns comprehensively. 

  Katie Ivanics | LCAM,CMCA, AMS | Director of Community Management
  

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 5, 2023 I rented the clubhouse and provided 2 money orders. The 2 money orders were provided to cover the deposit fee of $250 and the rental fee for $200.00. The deposit was never returned to me as promised. On October of the same year, I reached out again as I need to rent the clubhouse again for a family event. I asked if I could use the same deposit as it was never returned to me. On October 6, 2023, I received an email from Kim ****** canceling the clubhouse rental (a day before the family event) as they were having sewer issues. I was told in the same email that the rental fee in the amount of $200 was going to be refunded back to me. I have been following up with Property Manager, Kim ****** and her assistant Chloe ********. Last thing I heard from Ms. ******** was that a refund was going to be mailed on December 18,2003. Today is January 16, 2024 and I still have not received my refund nor a response from neither of them.

  Business response

  02/05/2024

  Dear Better Business Bureau,
  
  Regarding the BBB complaint filed by Evelyn *********, we would like to provide a concise response.
  
  We sincerely apologize for any inconvenience or frustration that Evelyn experienced during this process. We take customer feedback seriously and appreciate the opportunity to address this matter.
  
  Upon reviewing the case, it was determined that a reimbursement payment was initially issued back in November. Unfortunately, the payment was not received on their end. As soon as we became aware of this issue, we took immediate action and reissued the payment.
  
  We are pleased to confirm that the second reimbursement payment has been successfully reissued and Evelyn should have received it by now. However, if there are any outstanding concerns or if Evelyn has not received the payment, we encourage them to contact the community manager for further assistance and clarification.
  
  We value our customers and appreciate the opportunity to address this matter. Thank you for your understanding.

  Katie ******* | LCAM,CMCA, AMS | Director of Community Management

   

  Customer response

  02/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  As of today, I have not received the refund and I have not received a courtesy response to my emails. 
  

  If they reissued the payment like they said they did, I will like to receive proof of reissuance and proof of mailing. 
  
  Regards,
  Evelyn ********* 
  
   

  
  

  Business response

  02/27/2024

  Dear Better Business Bureau,
  
  Regarding the BBB complaint filed by and responded to by Evelyn *********, we would like to provide follow up information.
  
  We again sincerely apologize for any inconvenience or frustration that Evelyn experienced during this process. We take customer feedback seriously and appreciate the opportunity to address this matter.
  
  We are pleased to confirm that the second reimbursement payment, Check #1003, has been successfully reissued and Evelyn should have received it by now. However, if there are any outstanding concerns or if Evelyn has not received the payment, we encourage them to contact the community manager directly for further assistance and clarification. Inframark can also reissue a check and have Evelyn pick it up from our local office. 
  
  We value our customers and appreciate the opportunity to address this matter. Thank you for your understanding.

  Katie *******
  

• Initial Complaint

  12/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been living here for about 4 years now. My water bill has never been over $200 now all of a sudden my last two bills have been well over that amount. Meter was checked and is normal no leaks in my home yet my bill is higher than ever.

  Business response

  12/25/2023

  Thank you for allowing us the opportunity to respond to the customer's concern.  Upon reviewing the customer’s account, we obtained a read on 10/12/23 which indicated 34k gallons of water used between September-October. We obtained a read on 11/9/23 which indicated 35k gallons from October-November.  We sent out for a re-read on 10/20/23 where a technician confirmed the read to be correct and we performed an accuracy test and found no leaks.  On 10/26, we sent another technician out who reported that the meter was spinning, indicating usage but the accuracy test confirmed meter working correctly.  Upon knocking on the customers door to report his findings, customer and the technician both came to the conclusion that there was a leak coming from a bathroom in the customer’s home.
  

• Initial Complaint

  11/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This water company is horrible to deal with. I missed a payment and was forced to pay another deposit, a reconnection fee and what I was told was the current and past due amount required to pay in order to get my water turned on. I paid the amount and 2 weeks later they turned my water off again because they said the amount I paid did not include the past due even though they shouldn't have turned the water back on without the full balance paid - THEY GAVE ME THE AMOUNT TO PAY. Then they made me pay another reconnect, another deposit AND I held for 35 minutes and got hung up on called back and held for another 52 minutes and then because it was 30 minutes after their cutoff time, they told me I know had to pay an after hours fee of $50 because it took me an hour and a half to get through to someone to help me! This company is a scam and they have never returned any of my deposits and continue to make me pay them since 2013!!!!!! How is this legal and how are they allowed to do this?? Also, they tried to bill me a deposit and reconnect on my next bill which was already paid and had to be paid to get the water back on.....that's mail fraud to knowingly

  Business response

  11/22/2023

  Thank you for allowing us the opportunity to respond to the customer's complaint regarding the disconnection of the account.  Upon review of the account, it appears the customer didn't make monthly payments by the due date of 20th of the month causing the account to fall delinquent.  On 9/26/23, a delinquent letter was mailed requesting a minimum of $47.08 to be paid by 5pm on 10/20/23 to avoid disconnection.  Once the payment wasn't received, the account was disconnected.  A partial payment was made on 10/24/23 of $207.00 and water service was reconnected as a courtesy, with the current balance and disconnection fees being billed.  On 10/26/23, a delinquent letter was mailed requesting a minimum of $42.73 to be paid by 5pm on 11/20/23 to avoid disconnection.  A payment of $246.00 was made to have services reconnected.  The remaining balance due is $42.26 on 12/20/23.

  Fees assessed to the account are in accordance with the District's rate order and cannot be removed.  Bills are generated and sent out over 20 days prior to the due date and an account becomes delinquent following the due date of the 20th each month.  

  To avoid costly fees, the district offers the option to set up autopay via eCheck, debit or credit.  We apologize for the inconvenience due to longer than normal hold times.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Unknowingly Fees No response back from customer service Add additional fees

  Business response

  11/10/2023

  Thank you for allowing us the opportunity to address the customer's concerns.  Upon review of the account, it appears that the customer was mailed a delinquent letter on 10/24/23 giving them until 5pm on 11/7/23 to pay $173.74 to avoid disconnection.  From there, a door notice was hung providing additional time to make a partial payment to avoid disconnection.  Once the service is disconnected, the District's rate order assesses addition fees to reconnect the service.

  The customer may submit a request for consideration to [email protected] to see if any of the fees can be removed; however, the District never guarantees that any adjustment will be provided.

  Shelia *******

  Customer Service Manager

   

• Initial Complaint

  11/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  INFRAMARK did not notify me of a leak even though they had read my water meter on multiple occasions which caused inflated bills that I had to pay. I contacted INFRAMARK in August, September, twice in October, and now twice in November and have only received a typical email that it has been forward on. They are quick to shut anyone water off that does not pay, though when they cause on an issue it takes several months to resolve. I am beginning to wonder if this is a scam and is happening to others, water leak happens and INFRAMARK does not notify the homeowner which generates more revenue for them. Overall issue is that INFRAMARK did not notify me that there was an excessive amount of water which is their standard procedure, I had to pay the full amount, after 4 months I have not received a response, and all I asked for was that I should receive some type of refund.

  Business response

  11/09/2023

  Thank you for providing us with the opportunity to respond to the customer's concerns.  Upon review of the account, it appears that we were waiting to see if a leak adjustment consideration could be granted.  Inframark bills each customer for the usage that passes through the meter.  The district also mailed two customer notifications indicating that the property showed high usage.

  According to our records, a work order was generated to investigate the cause for high usage and the bills are due as they are as the District doesn't guarantee an adjustment will be made.  Leaks on the customer's side of the meter are the owner's responsibility to repair.

  It appears that the District did consider the customer's request and granted an adjustment of $211.30.  The account now has a credit balance of $123.35 to apply to future bills.  We apologize for the inconvenience this may have caused.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩