ComplaintsforInframark, LLC

• Initial Complaint

  11/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On my bill from Inframark Dated 10/6/2023, there was a return check of $180 and a charge for the returned check of $25 (note it was an e-payment). I knew that I did not have anything returned by my bank so I contacted Inframark to let them know that this was not my return. The $180 was for the first bill that I had with them covering my deposit and connection fee. They insisted that this was correct and that my 2nd payment to them would be returned also since the payment was returned account closed. I was sent info on the returned payment (attached) and I found that the information is not on my bank nor my account. It is for ********** Bank in Sugarland TX and I bank at ***** ******** Bank in Bastrop TX. I let them know this was not my bank information and they insisted that this is what I entered for the payment. I asked them for proof that I entered this erroneous info and they said that they do not keep history so they could not prove it. They then told me that this was not a return but I owed for my deposit and connection fee. I have since gone to my bank and asked for a letter stating the payment was not returned (attached). I have sent it and they still insist that I need to pay the bill. I have been calling them 2-3 times a week for the last 3 weeks to see if they have corrected the issue but they continue to say the return is on my account. VERY POOR customer service after proof of payment and note from my bank that the payment was not returned. I paid the part of my bill that was for my water and sewer service but did not pay the returned check or charge. I have been told that the $25 returned check fee was reversed but have nothing to prove that. I just got off the phone with them giving them one last chance to tell me it has been resolved and they are telling me that they do not have automatic bill payment. I asked them how they got my 2nd payment of $144 since it was paid through their system. This is ridiculous.

  Business response

  11/09/2023

  Thank you for allowing us the opportunity to address the customer's concerns regarding payments that returned on her account from a bank she doesn't use.  We are working with our payment processing team, our billing team and our payment processor to research the customer's account further.

  During the investigation, we've marked the account to not receive penalties or delinquent action and have reached out to the customer to explain that we apologize for the inconvenience and are working diligently to resolve her concerns.

  Shelia *******

  Customer Service Manager

  Customer response

  11/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to formally express my deep concerns and dissatisfaction with the management of the **** **** ********* by Inframark, LLC. I am a new homeowner in the **** **** *********, having moved in on September 24, 2022, and it has come to my attention, as well as that of many of my neighbors, that we have been enduring a series of issues related to the *** *********** Firstly, in December of 2022, there was an abrupt and substantial increase in fees imposed by the **** and this increase was implemented without prior notice or explanation to the residents. It was only after numerous residents demanded financial reports that the reason behind this increase became apparent. One of the major contributors to this fee hike was the gate maintenance expenses. It is disconcerting that such a significant financial decision was made without proper communication or transparency. However, the most pressing issue we have been facing is the continuous malfunctioning of the security gates within our community. Since my arrival, these gates have been plagued with persistent maintenance problems, leading to an alarming increase in security concerns and suspicious activities within our neighborhood. The safety and security of our residents should be a top priority, and the lack of prompt action from the *** has left us feeling vulnerable and unsafe in our own community. What raises further concerns is the apparent financial mismanagement of the ***. In 2022, the *** reported spending a total of $12,000 on gate maintenance throughout the entire year. Astonishingly, within just three months of 2023, the expenses related to gate maintenance have already escalated to a staggering $28,223. This dramatic increase in costs within such a short period raises serious questions about the financial decisions and oversight within our ***.

  Business response

  09/19/2023

  Good evening,
  
  I am writing in response to the complaint filed against the **** **** ********* ***********. I would like to express my gratitude for the opportunity to address the concerns raised and offer clarification on the matters mentioned in the complaint.
  
  Please rest assured that we take all complaints seriously, and our foremost objective is to ensure that our community members have a positive and fulfilling living experience. We recognize that the gate concerns have been a persistent issue, and in response, we are scheduling a Townhall meeting in the near future to address this matter comprehensively.
  
  Furthermore, your monthly financial statements can be accessed on TownSquare and are posted every month. If you have any inquiries or concerns regarding the financials, please don't hesitate to contact your community manager, Christina ******* ** ******************************.
  

  Customer response

  09/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20621463, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  12/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  November 3rd, I requested copies of the 2022 Board Meetings Minutes from my condo owner’s association managed by Inframark. I did not receive them because it appears there may not be meeting minutes to provide. It seems the board has returned to a previous (prior to 2021) practice of not having regular board meetings and are having working sessions instead. Consequently, there has likely been no 2022 board meeting (with minutes) to approve the 2023 *********** ******* Nor does it appear there has been an organizational meeting to name officers. Are these meetings and records required by our association bylaws as I think? Or, if the minutes do exist and my request for copies denied, would I have been advised it was denied? Is it in Inframark’s purview to advise the board to follow the governing documents? If so, some Community Manual Sections that appear to not be followed are: 2.6.1, 2.6.2, 8.1, and 8.2. Declaration Sections: 6.4.2, and 6.15 (draft only available). ****** *** ******* *** ****** ** **** ********* ** ***** *** ******** *** *** *** ** *** ********* ******* ** *** *********** ******** *** ********** **** ** ******* *****

  Business response

  12/15/2022

  Good evening Mrs. ******
  
  Thank you for your post and your email to our office regarding the issues below. Please be aware that your Board has not had any Board Meetings but did have the Annual Meeting on December 8, 2022. Associations are only required by ***** ******** **** to have one meeting per year. Board meetings are optional and should be duly noticed to the owners when scheduled. Please refer to your association’s legal documents which outline how the association must operate and conduct business.
  
  The Annual Meeting notice did reflect the number of board members for election and appointment. The 2023 Budget has been posted on ********** and sent to all owners for their records. The monthly financials are also posted for review at any time. I did review the site and found that the latest financials need to be posted and have already contacted the manager to take care of this as quickly as possible.
  
  We are here to help so please let us know if there is anything additional we can do for you.
  
  Sincerely,
  
  Kelly R******** LCAM, CMCA, AMS, PCAM | Director of Community Management

  Customer response

  12/16/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I will quit. I have been assessed $421 for irrigation repairs despite the Section 9.2.1 of the Declaration on page 25, 26 indicating that the Association has maintenance responsibility for each Unit's individual lawn system. And the Association always has repaired irrigation sprinkler heads before upon receipt of a maintenance request. A member's only control over their home is the Associations governing document. If it is not followed that is frightening. I will need more information regarding this and will need to know what if anything in the bylaws may be relied on. 

  Last, this is what our current Community Manual states regarding board meetings and minutes:
  

  
  2.6. Meetings of the Board.
  2.6.1. Organizational Meeting of the Board. Within ten (10) days after the
  annual meeting, the directors will convene an organizational meeting for the purpose of
  electing officers. The time and place of the meeting will be fixed by the Board and
  announced to the directors.

  
  2.6.2. Regular Meetings of the Board. Regular meetings of the Board may be
  held at a time and place that the Board determines, from time to time, but at least one (1)
  such meeting must be held each calendar quarter. Notice of regular meetings of the
  Board will be given to each director, personally or by telephone, written, or electronic
  communication, at least three (3) days prior to the date of the meeting.
  * ******** ********** ***** ******** ** ******** ***** ************ ********
  

  Will the governing documents be amended to reflect that board meetings for ***** are optional? Per our document, our members are only notified of board meetings upon written request to the board. 

  thanks, mlr

   

  
  

• Initial Complaint

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bill issued, yet not delievered by **** with a due date and I made a partial payment (the same amount of prior months bill to avoid late processing) all made prior to due date (before bill was recieved in mail), inframark adds a $10 fee before the 12/14 due date and claims I have to pay it, even though the due date for original bill has not passed and a partial payment was made. Representative then claims removes the $10 fee since payment was made prior to issue of the letter. I then made a full payment 12/8 (including an additional unapproved fee to ensure no disconnection), prior to 12/12 letter due date with Inframark placing door hanger for disconnection notice with additional $15 fee tacked on- all before the original 12/14 due date AND all balance being paid, including $10 fee which they credited back to the account. My balance was -$10 prior to 12/14 due date and they are attempting to add an additional $15 fee 12/9 and disconnect BEFORE the due date, with a negative balance! 3 phone calls on hold for over 30 min each time to be told, they can charge what they want, even though the payments processed electronically prior to due date!! I don't even know how to avoid a disconnection if the bill is paid with a negative balance in place!!

  Business response

  12/13/2022

  Good morning,

  Thank you for providing us with an opportunity to respond to the customer's complaint regarding the delinquent letter and door notice fees assessed on the account.  Upon review of the account, it appears that the partial payment made didn't meet the district's requirement, therefore a delinquent letter was mailed on 11/18/22 requesting a minimum payment of $140.84.  We received and applied a partial payment of $54.95 on 11/15/22, but the account was still in a past due status.  The customer did pay the remaining balance of $140.84 on 12/8/22, but the payment wasn't received until the following day, 12/9/22, which is why a door notice was placed at the customer's residence.  As a one-time courtesy, we have removed the $15.00 door notice fee since the door notice and payment crossed and we can see that the customer issued a payment via online bill pay through Chase on the same day the door notice was generated and hung.

  Regards,

  Shelia C******

  Customer Service Manager

   

• Initial Complaint

  12/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  hi, I purchased home in a **** **** community where it was not disclosed at the time of purchase that fees will be $1350/yr for the *** run by this Inframark company at Inframark **** ** ***** ******* ** ***** ** *****. I received a letter from this company this last month in November and I reached out to them to opt me out of this payment for the future. Also, our community found out that they charge less for other communities. The only service provided by them is the trash pick up twice/wk and the low-quality front lawn service which is just lawn mowing where they make more mess and is not even acceptable quality by anyone in the community. The security is a joke as well as we have recording of some random sales people shoing up at our door and one of them was aggressive to even damage our video door bell. We don't want to pay our hard-earned money to this company when the services are provided by them are very low quality and not even worth $115/month. The minimum they need to charge is $30 from every household which should be sufficient to cover the cost of services provided. We want to opt out of their services and we don't want to pay $1350. We want them to charge the same lower amount they are charging the other communities. Thank you.

  Business response

  12/05/2022

  Thank you for allowing us the opportunity to respond to this concern regarding your annual assessments. We have reviewed your account and the settlement documents that were provided by your title company. There is a complete breakdown of fees on the documents, along with the annual assessments which were paid at your closing. Assessment rates are set each year by your Board of Directors. There is no way to opt out of paying your assessments because this is an owner’s obligation that is outlined in the association’s legal documents.
  
  **** **** has a communication tool called **********. On **********, you can review these legal documents, the financials, and budgets. We set up an account up for you and sent you a Welcome Email so you can log in at any time. If you need to set up a payment plan, we are happy to help. Please email your Community Manager, Christina K*****, at ****************************** who will be happy to help you make arrangements or answer any specific questions you may have about your association.
  
  Sincerely,
  
  Kelly R******** ***** ***** **** **** * Director of Community Management

• Initial Complaint

  12/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have a deposit with Inframark in the amount of $453.00. I moved out of my home in June, received my last bill in June, and paid in June. I was told my remaining deposit would be mailed to me in 4-6 weeks. No depsoit was received. I waited until October of 2022 (18 weeks later) and changed my address as my home was done being built and I had a permanent address to forward my mail to. I notified Inframark and let them know that I had a permanent and inquire where my deposit refund was. I was told that they would send it out. That was in October. It is now December and they are aaying thwt I will have to wait yet again for them to approve me refund. How can a refund be approved if it was a deposit held in lieu of good payektn hostory. Now that I have terminated the contract and paid all fees I have yet to receive my money back. I wish to seek my refund of my deposit $453.

  Business response

  12/06/2022

  Thank you for allowing us the opportunity to address the customer's complaint regarding the delayed deposit refund.  The customer's initial refund was issued by our Billing department on 7/12/22 and it was mailed out by the District's bookkeeper on 7/25/22.   Unfortunately, when the account was finaled, the customer didn't provide a forwarding address and the refunds do not auto forward even though a customer may place a forwarding address with the postal center.  When the customer contacted our office on 12/2/22 to inquire on their refund, we contacted the bookkeeper and they show the refund wasn't cashed and a stop payment was issued.  Due to the Thanksgiving holiday, the District didn't have a November meeting.  The bookkeeper notified us that they will re-issue a refund check to be mailed to the customer's new address after the 12/12/22 meeting.

  We apologize for any inconvenience this caused the customer.

  Regards,

   

  Shelia *******

  Customer Service Manager

   

  Customer response

  12/20/2022

  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.  
  
  It is 12/20 and I have yet to receive this deposit as of yet. This is the same back and forth that i have experienced previously with this company. They have given me a date and there was never any follow through. I am asking the state regulatory licensing board to assist as this as it has gone on 6 months too long. I have been very patient and feel like i have been treated very unfairly. If this was a unpaid Water bill then my service would be disconnected and i would be in small claims court, but not that they per me my money back the time limits seems so relaxed and no one is concerned. I would like the money that is rightfully owed to me. 
  
  Regards,
  
  Talei *****
   
  

  Business response

  12/28/2022

  Good evening,

   

  Thank you for giving us the opportunity to respond to the customer's additional complaint.  With the holidays, we have had a challenging time confirming the date and mailing address the deposit refund was mailed to by the District's bookkeeper.  We did receive a response today and have confirmed that the refund check mailed out on 12/13/22, following the Board meeting on 12/12/22.  Unfortunately, they we haven't received the mailing address at this time.  Even if a customer moves and places an address change with USPS, deposit refunds do not auto-forward.

  I can contact the customer directly once we confirm where the payment was mailed to.

  Regards,

  Shelia *******

  Customer Service Manager

  Customer response

  01/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  10/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I tried making my *** fee payment online and was unable too the message said to contact the office I contacted the office and they said my case was send to collections when they never sent me a letter in regards to doing this or at least giving me a warning before doing it I was only 9 days late due to hurricane Ian, that’s insane I called the collections office and they can’t even find my case at all they are horrible humans I am trying to pay my homes *** fee of $316.26 that I pay every 3 months at this point they are making me reliable and they plan to charge me with extra fees and even putting a lean on my home for being 9 days late due to the hurricane Ian seriously I need help please thanks ??

  Business response

  10/12/2022

  Thank you for allowing us the opportunity to respond to the customers complaint.  The account has not been turned over to the association’s collection attorney as of yet. There is still an opporunity to make a payment online to bring the account current without any issues. We issued a secondary collection letter yesterday. At this time, the account is due $715.33 for two quarters which includes late fees. The ** assessment was due July 1, 2022, which is more than 9 days late, and the ** assessment was due on October 1, 2022.  Our records indicate the last payment made on the account was in June for the April assessment and that payment was made online. I have attached a copy of your full account ledger for your review, as well as the most recent collection letters sent to the address on file. All quarterly assessments are due on the 1st of January, April, July and October. Assessments are considered late if a payment is not posted to your account by the 10th day of the month. I have attached the information from the governing documents below. Online payments post the next day. I hope this information was helpful. Please make a payment on the account to bring it current and let me know if you have any questions.
  
  Link: https://propertypay.cit.com
  Management ID: 2526
  Association ID: 980
  Account No.: 365771

  Shelia C****** | Customer Service Manager
  
  
  
  2002 W Grand Parkway North, Katy, TX 77449
  (O) 281.578.4200 (C) 346.422.5779 | ****************************
  www.inframark.com

• Initial Complaint

  09/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Please see the document put together, "Complaint Against INFRAMARK" and "INFRAMARK_EXIHBITS". I would like to go over the document with someone and show what has been done and how often the story has been changed by INFRAMARK. I will also need some help putting my case together, thank you!

  Business response

  09/21/2022

  $10.00 letter fee was waived on 9/20/2022.

• Initial Complaint

  09/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I believe inframark ** ***** ******* my family a payment was performed for $204.30 and acknowledge by Inframark , then customer service requested $412.27 which was paid on 08/29/2022 both of which I have receipts. The due dates of the bills have been erratic and since I am on ****** ******** my pay dates are on the 27th of each month. My service was interrupted without notice or a letter of explanation.

  Business response

  09/08/2022

  After a review of the customer's account, it was found that the water service was disconnected due to non-payment and the meter was pulled.  In order to be reconnected, the District will require the past due plus the reconnection fee.  This is the standard operating process for all customers in this district.

   

   

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