Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/19/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Failure to perform requested duties in order to better our community. 8/XXXXXX X/22/2022: North Entrance lights, **** **** ***** Ln, XXXXX ******** St The lights are still not working. (Plus the yards are still not up to par.) The North entrance pillar lights still DO NOT WORK The entrance sign's waterfall still does not work. Do emails get checked on a daily basis? Do you know how long we are "on a schedule" before they come out and fix it? Also, when is the drive through being done of the neighborhood? And another house in concern from myself and my neighbors is **** **** ********. They do not water their yard so the grass is dying, weeds in the flower bed, back yard is a mess. It was a model home with a beautiful yard and landscaping and now it looks like ****. And then there is STILL the matter of: As far as the front yard of XXXXX ******** St, it is all almost pure dirt. How is this acceptable curb appeal from an HOA's perspective?

  Business Response

  Date: 02/09/2023

  Business Response /* (1000, 5, 2022/11/28) */ We appreciate your feedback. With regards to the maintenance you mentioned, we are working with the Board of Directors on these issues. With the other owner's yards, Our inspectors are in the community frequently, and they complete a thorough inspection of all homes within the neighborhood. Any item that the inspector sees while they are in the community is noted and escalated per the policies for the Association each time they are on the property. We have found that most of the items that are reported to us are already in the escalation process, or they are outside of the community's responsibility. Additionally, we really wish we could share information on our follow up and how that process is progressing for individual addresses. Unfortunately, due to privacy laws, we are unable to provide details on another owner's address, or provide an update on another property. We can share that many issues like the ones you've noted can take time to resolve, since many owners are not responsive initially, or because the legal process can be lengthy when it is required. Please rest assured your Board and our team are on top of it and will continue working to resolve the issue. Please feel free to attend a Board Meeting to discuss your feedback. We appreciate your comments. Consumer Response /* (3000, 7, 2022/11/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told Misty ******* would be calling me on Monday 11/28/2022 to discuss and she has not called.

• Initial Complaint

  Date:11/09/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HOA FEES For ***********. Said did pay. I have paid and provided them with receipts. They are trying to make me pay double the fees. Which I have already paid.

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 5, 2022/11/11) */ Thank you for your comment and for partnering with our team to work towards a resolution. We have confirmed with you that the monthly $32 payments you have been submitting have all been applied to your account for *********** Village though the discrepancy comes as a result of the Association's assessment being billed and due on an annual basis. All payments you have submitted have been applied to your account balance however, due to the assessment being paid in a manner other than the appropriate annual frequency, your payments have gone towards an increasing delinquent balance. Based on the payment history we were able to review, it was confirmed that your monthly payments have been made after each annual assessment has been charged and become due and this method of payment has been the method you have used since before 2016 with at least 2 previous management companies before we, Spectrum, assumed management of the Association. After confirming this with you, we proposed to present this to the Board to have them review and determine if a courtesy waiver could be granted. Unfortunately, this was not approved based on the payment history and due to there being an existing delinquent balance for 2021 and 2022 annual assessments. We understand this may be frustrating for you and are happy to help establish a plan with you which can help reconcile your balance due for 2021 and 2022 assessments. Please contact us directly so we can review options with you and help resolve this issue in full.

• Initial Complaint

  Date:11/07/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HOA fees fines and penalties were incorrectly put on my account and continue to grow. Every time they told me that it was taken care of while the interest the penalties continue to accrue. After finding their mistakes they subtracted the cost of my HOA dues but still left the penalties in fines.

  Business Response

  Date: 02/23/2023

  Business Response /* (1000, 7, 2022/11/28) */ We are sorry to hear of the frustrations at hand. Spectrum Association Management's role in your community is to carry out the operations of the association per the direction of the Board of Directors. The Board of Directors have reviewed your account, correspondence history, and past transaction history. After review, the Board moved to not waive any of the late fees that were assessed to your account, and this was communicated to you through the association's attorney. We understand this isn't the answer that you were hoping for and thank you for your understanding with our role in your great community.

• Initial Complaint

  Date:09/13/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 2021 I purchased a home in the Lake Conroe Village neighborhood. The home came with a carport. On August 2022 spectrum contacted me about my carport which they claimed was in violation. I was instructed to make a request to the architectural department and see if it was built within guidelines. On September 12 I was told the request was denied and metal carports are not allowed. On page 4 of the 2019 amended HOA rules it states carports are allowed and even gives building guidelines which mine was within. No where in the rule book does it say metal carports are not allowed. Furthermore I am a 100% disabled veteran with sickle cell strain which makes me more susceptible to heat injuries such as exhaustion stroke or cramping. The carport is a medical asset in my case. So Further dialog could be seen as harassment based on disabilities.

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/09/26) */ Mr. *****, It is our understanding that Sally Armitage was able to reach you and bring this item to closure. We will continue to do our best to support where we can and we appreciate you taking the time to work with Sally. Thank you again. Consumer Response /* (2000, 7, 2022/09/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Sally did contact me and we agreed on a solution

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spectrum AM management has been constantly removing my name from the gate directory, refusing to assign me a GATE CODE THAT WORKS, and now they have Blocked My Gate FOB. I cannot leave my home due to my Gate FOB, gate code, NOT WORKING AT ALL. THIS HAS HAPPENED NUMEROUS TIMES ALREADY. I am sick and tired of Spectrum AM management constantly harassing me as a homeowner by not doing their job properly!! It is a disgrace when I cannot enter into my gate in my own community, let alone my OWN DARN HOME!!!!!!!!!!!! Spectrum needs stop the Harassment with me as a homeowner and correct the gate fob and my gate code!!! Incompetence at it's FINEST!!!!!!

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/09/26) */ Mr. ********, We've made multiple attempts to reach you and resolve the concerns with your access to the community. The community does not offer any mobile access and we do not have any control of the Homelink system that might be associated with your vehicle. We have also provided the dip switch settings for the inside of your remote, and also do not have the ability to deactivate any individual devices. We hate that you are having these issues but please feel free to visit our local office and we will do what we can to assist. Thank you. Consumer Response /* (3000, 7, 2022/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Spectrum HOA is lying in the fact that they have made numerous attempts to contact me. It has been myself that has been writing NUMEROUS emails to get the gate code rectified. Spectrum AM HOA community manager even told me IN WRITING THAT EVERYONE AT THE ENCLAVE should have a gate code. Now that I have submitted a complaint through the BBB, Spectrum Management HOA has retaliated by giving me a violation over an issue (driveway repair) that was Approved by them over 2 years ago. This clearly shows the incompetent people that work for them. Harassing the homeowner!!!!!!

• Initial Complaint

  Date:08/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm speechless at the situation i have encountered with spectrum HOA management association. They made me remove a 2k commercial wrap in my vehicle. Why? Just why? That's how I support my family, is my house, my driveway, is professional advertising, nothing inappropriate. When i tell my friends and family about this they simply can not believe it. They give me a run around around, same with the board. Noone will take ownership of these stupid rules and have a serious conversation with me, it's easy to blame the board and they just ignore my emails. I was out of town for our baby shower and when we got back i had a fine for $150 due the wrap. There own rules state that you will receive 2 notices, well i never received the first one so they are not only violating their own rules but i went to hearing where they requested pictures of the can after i removed the wrap to remove the fee, i have sent 3 emails now with no response.

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/08/30) */ Hello Mr. ****, We are sorry to hear of your frustrating experience. As your association's managing agent, we are tasked with carrying out the duties of the board of directors per the board's direction. Unfortunately, we do not create the rules that govern the association. We have inspected our records and can confirm that two notices were mailed to your property regarding this issue as required by Texas Property Code. Our records show that you have had a hearing with the board of directors regarding this and the fine you referenced was waived from your account. We appreciate your understanding with the rules that govern the association. If you have any other questions or concerns, please contact us at *******@SpectrumAM.com.

• Initial Complaint

  Date:06/13/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We received a notice from the HOA on 10/21/21 for our camper being in the driveway behind a fence, and it said "The camper needs to be removed from the property" then the very next sentence said "The camper must be screened from view." After multiple attempts to gain clarification from the HOA on what they define as "screened from view" I finally got an answer from them on 12/28/2021, and the camper was promptly removed from my property on 12/31/2021. Between 10/21/21 and 12/8/21 I made several attempts to communicate with the management company regarding this issue. On 12/8/2021 they assessed a $150 fine on my account. From 12/28/2021 - 5/24/2022 there were multiple attempts on my part to work with the HOA on having the fine removed as nobody in Spectrum AM or the HOA board could answer my questions regarding screening from view and what could be done to meet that requirement. 5/24/2022 - the HOA board agreed to remove 50% of the fine leaving me with a $75 balance, which I agreed to pay. The second issue that is now my present problem, is that back in October 2021 we received the annual mailout informing us that our 2022 annual HOA dues would be due Jan 1, 2022. We promptly sent in a check to pay those dues, totaling $330, on 10/20/2021. Spectrum applied that check for our HOA annual dues to the $150 fine that was being disputed at the time. This caused a short-payment of our HOA dues, and a slew of fees, penalties, etc. were added to our account. I did not notice these until I logged in to pay the $75 that I agreed to pay from the camper violation. I made attempts to call Spectrum AM from 5/17/22 - 5/24/22 but due to their extended hold times I was unable to reach anyone. Emailed the president of Spectrum - got a call that day. She said to dispute with HOA as Spectrum can't "undo" their fines and penalties. HOA says they can only remove the "soft costs" (the fees they are allowed to remove without paying spectrum). Remaining balance is $230.

  Business Response

  Date: 08/05/2022

  Business Response /* (1000, 5, 2022/06/28) */ Hello Mr. ******, We regret that this has been a frustrating experience. I've included some information below to help with understanding. The transaction history report can be found by logging into your account on our website and outlines your account balance throughout this process, as well as the timing of your payments. The transaction history includes fees for collection activity due to a balance owed. A notice was mailed to your mailing address each month, advising of your account balance. The communication we provided informs you of the charges that would occur if the outstanding balance was not addressed timely. We realize they may have been overlooked, but the administrative fee is related to the costs that the association and our company incur to follow up on amounts not paid to the association. This covers the cost of labor of the team who helps handle delinquent amounts, among other costs. We make sure to include how to avoid those charges in each communication and make payment plans available. Again, we understand it is frustrating, but the charges were valid, and payments were applied to your account in the proper order. Additionally, waiver requests are reviewed by the community Board of Directors. The Board of Directors reviewed and authorized two of the three waiver requests you submitted, and your request for a hearing has been scheduled with the Board of Directors. We hope your conversation with them helps bring this to closure. Thank you for reaching out and we hope the information provided is helpful.

• Initial Complaint

  Date:06/13/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May 2022, we received a bill from Spectrum stating there was a $60 previous balance brought forward for HOA assessments. In addition, an HOA assessment delinquent fee of $25, HOA assessment delinquent interest of $.50, and Administrative fee of $20. We closed on our home on 27 Sep 2021 and all HOA fees were covered through 12/31/21 so there should not have been a previous balance along with the additional fees. Ms. Fiona Jenkins (M/I Title Branch Mgr & Escrow Officer), ********@mihomes.com, confirmed the following payments were cashed by the HOA: check #XXXXX for $685.22, check #XXXXX for $375, and check #XXXXX for $50. All of this info was sent to Israel Sanchez at ********@spectrum.com & *******@spectrumam.com. However, he refuses to assist any further.

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 5, 2022/06/20) */ Hello Ms. *****, Thank you kindly for reaching out to us regarding your issue. We have been in touch with the local leaders for your neighborhood, and we believe they have resolved this concern to your satisfaction. Please don't hesitate to reach out to us at *******@spectrumam.com if you need further assistance on this. Thank you!

• Initial Complaint

  Date:06/03/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a homeowner of a property, and managers I have sent several requests for information, but I am getting the run around. I then have my email blocked as "spam" I am a current homeowner with a question and concern, and rather than addressing the issue they block my emails, and refuse to answer any phone calls. I am a paying customer and this needs to be fixed. Recommend unblocking my email for future emails and service your client or refund my dues.

  Business Response

  Date: 07/08/2022

  Consumer Response /* (2000, 6, 2022/06/06) */ Issue has been resolved. OK to close