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:12/09/2024

  Type:Order 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 purchased my house 5/15/24 with One Real Title for closing. I was never informed at any point until VERY briefly at closing that I had 2 Hoas ************ Post closing, I received a letter in the mail that I owed money. I called Lifetime to inquire since those funds are typically collected for closing. I was told twice when calling that I was all paid up. I eventually discovered after much back and forth that they neglected to merge the accounts and that the other account was steady accruing delinquency charges. The transfer fee of $200 was never collected but Id apparently signed a contract so I paid that 11/7/24 once I discovered it was due. The title company claimed responsibility for the remainder. I had the hardest time getting. Communication with the *** to figure out why funds were missing and what exactly was accruing. I later find that the title company attempted to send the remaining dues of $125 overnight via check on 11/7. They then sent me a letter with added fees for nonpayment that was due 12/1/24. They claimed the mail goes to a P.O. Box yet still couldnt cash a check at any point from 11/8-12/1? Now the title company is giving me a hard time on payment- and in reality its their fault for never informing me until slyly at closing that I even had 2 hoas to begin with. The fees are now up to $286.

  Business Response

  Date: 01/15/2025

  Thank you for bringing this matter to our attention. It appears the transfer fee was not collected by Title, and as such, the payment was made out-of-pocket by the individual involved. We recommend that this issue be addressed directly with Title, as it pertains to their oversight.
  
   As Lifetime, we are committed to assisting with the removal of delinquent fees, as this appears to have resulted from Title's negligence. If Title can reissue the transfer fee to our office, directed to my attention, I can personally verify and confirm its processing.
  
   Please let us know how you would like to proceed so we can ensure a unified approach in resolving this matter.

• Initial Complaint

  Date:07/12/2024

  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.

  The 2022 audit report for Eckhert Crossing HOA showed $3,992 of missing money or money/expenses that could not be substantiated by ****** Certified Public Accountant, PC. Lifetime HOA Management has since quit working in our community (that was their decision in February 2024) but was managing the community for the entire year 2022. The 2022 audit was completed in January/February 2024 but the Lifetime was instructed by the ********************** to complete the audit in the summer of 2023. I asked for the audit report from October 2023 until the end March 2024 when I finally secured it from another board member. Not surprisingly, Lifetime quit at the end of February 2024 before I could read the report and hold them accountable, therefore, I am requesting a refund payable to Eckhert Crossing HOA of the amount $3,992.

  Business Response

  Date: 08/07/2024

  Hello again *****,
  
  Thank you for bringing your concerns regarding the 2022 audit report for Eckhert Crossing HOA to our attention. We understand the importance of transparency and accuracy in financial matters and appreciate the opportunity to address this issue.
  
  After reviewing the audit findings and discussing the matter with the audit staff at ****** Certified Public Accountant, PC, we would like to clarify the following:
  
  Audit Findings: The audit report completed in early 2024 identified a variance of $3,992 for the months of October and November 2022. As confirmed by the audit staff, while the variance was noted, there was no indication of a shortage or missing funds in the financials presented.
  
  Audit Completion: It is noted that the ********************** instructed Lifetime HOA Management to complete the audit in the summer of 2023. The audit was subsequently completed in January/February 2024.
  
  Financial Responsibility: Based on the auditors' findings, there is no substantiated evidence of misappropriation or loss of funds during the period in question. The variance noted does not indicate any wrongdoing or financial mismanagement by Lifetime HOA Management.
  
  Given these points, We must respectfully decline your request for a refund of $3,992. The information provided by ****** Certified Public Accountant, PC does not support any claim for reimbursement from Lifetime HOA Management.
  
  In addition, we have spoken with the majority of the board, who have authorised us to release this information and support the findings. The majority of the board and Lifetime HOA Management consider this issue resolved. Any further claims or allegations may result in legal consequences for false claims.
  
  We would also like to address the reason for our departure, which can be confirmed by the majority of the ***** of ********** We discontinued our relationship with the Association due to false claims made by you, as we felt it was unproductive to maintain a hostile partnership. In our transition to your newly selected management company we provided all of the Association records in a timely manner and still provide any back up information to ***** members who have asked clarification questions. We appreciate the efforts and time of the rest of the *****.
  
  Respectfully,
  ***********************
  Vice President of Client Relations
  Lifetime HOA Management

  Customer Answer

  Date: 08/07/2024

  Complaint: 21973166
  
  I am rejecting this response because:

  I am requesting a clean/revised audit opinion from the auditor, ******************* CPA.  The current opinion by ****** is a qualified audit opinion which does not support your explanation.  I need to hear directly from the auditor.  Please provide the revised audit opinion from ****** in a timely fashion.  As a homeowner, I continue to request a refund to Eckhert Crossing HOA of the amount of $3,992 until this opinion is received and details are explained.

  Furthermore, please provide evidence/documentation of board correspondence that most board members agree that the matter is resolved.  I have not received board correspondence to this effect and I was on the board during these months (January 2024-present). 

  As stated before, I do not consider the matter resolved until evidence is received from the accounting firm that outlines your explanation and board correspondence is secured.  I have neither right now.

  I also consider it unprofessional to threaten me with legal action for asking questions about a qualified audit opinion when Lifetime was the management company during the year 2022.  My questions and expectations of a refund are reasonable considering the negative homeowner sentiment in the community at the time of the release of the qualified audit opinion which also corresponded with Lifetime's departure (the end of February 2024).  Regardless of how you feel about me it is not unreasonable to ask questions about a qualified (not clean) audit opinion performed by an independent, third party.  

  Please provide the detailed documentation requested or refund $3,992 to Eckhert Crossing HOA.

  
  Regards,
  
  *********************************

  Business Response

  Date: 08/08/2024

  *****,
  
  As Lifetime HOA Management is no longer engaged with Eckhert Crossing HOA, we are not in a position to fulfill your requests for further audit revisions, and for board correspondence, we recommend you reach out directly to your current board. These matters should be directed to your current management company, which now holds the responsibility for assisting you with such inquiries and coordinating with the auditors.
   
  Again, regarding the refund request of $3,992, our position remains unchanged. Based on the information provided by ****** Certified Public Accountant, PC, there is no evidence of financial mismanagement during our tenure, and as such, we cannot authorize a refund.
  
  Additionally, I want to clarify that any reference to legal action was not intended as a threat but rather a clear indication of our commitment to protecting the interests of Lifetime HOA Management. Should there be any further disputes, please understand that we are fully prepared to defend our position.
   
  Reach out to your current management company for further assistance. We are confident they will be able to support you with the documentation and communication you seek.  
  
  Regards, 
  
  ***********************
  Vice President of Client Relations
  Lifetime HOA Management
  

• Initial Complaint

  Date:06/07/2024

  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.

  On December 18th 2023, my payment to Lifetime *** was sent back to me. I immediately called to see if there was a change in payment or address and a Lifetime *** employee said they were not able to discuss my account with me as it was "delinquent" and that I needed to discuss the matter with ***** Law Firm. This was the first I heard that my account was delinquent and I quickly contacted ***** Law Firm to resolve the matter immediately.Once I reached out to ***** Law firm they sent me the most recent ledger which is where I discovered there was a special assessment in February 2023 for $741 that I had never received any information on. There was also a change to my monthly assessments which increased by $15 starting in May 2023. I had not received any detail on either of these and my payments were set up as auto pay through my bank with the original monthly assessment. According to the lawyers the *** had sent me the special assessment via physical mail to an old address. I have been at my current address for 5 years so not sure why it wasn't updated but regardless they had my email and mobile number. I can confirm as I receive emails about Holiday hours, parking, water shut offs, etc. The ledger included admin fees of $25 each month, late interest, and attorney fees (totaling to more than $500) which I was disputing.It took me following up weekly and then twice a month from January-May with ************** firm to finally just pay for everything (they only excluded the late fees for 2024 since I had been trying to pay for everything since December 2023). Lifetime *** would not talk to me so I never knew if my proposals were even shared with them or received feedback. I paid for everything May 20th, including the legal fees (which again were unnecessary as a phone call or email would've prompted me to take action ASAP).As someone who schedules payments promptly and has excellent credit, I am disappointed with how this was handled.

  Business Response

  Date: 08/08/2024

  We regret to hear about your recent experience and want to assure you that Lifetime handles delinquency for all associations in strict adherence to relevant laws. To help you stay informed, we recommend setting up an online portal account. This will enable you to monitor your accounts and balances on a monthly basis.
  Thank you for your understanding.

• Initial Complaint

  Date:03/12/2024

  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.

  I am assessed a semi-annual HOA fee for approximately $120. I am assessed this twice a year for two different HOAs that I am a member of but each are administered by Lifetime.If your payment is late then among other things Lifetime will assess a $25 "administration fee" they will add a new such fee every 30 days. This to start with is problematic because anti-usuary laws in ***** only permit a maximum of ~10% interest and by adding $25 each month if there was a billing issue (as was the case here) then the "interest" would exceed the principle in 4 months time. But the larger issue is I set up the auto-pay option which Lifetime provided in 2022. For a time it seemed to work and make payment on time. Then apparently a change was made by Lifetime so that the auto-pay feature stopped making the payments on time. Because I had set up autopay I put it out of my mind until I logged on one day and say $75 of administrative fees added. I called and the Lifetime rep agreed that I had set up auto pay and agreed that it had worked at one point and then stopped. When I asked her to help me understand how it oculd have worked for a time but then stopped working her response could be distilled down to (1) "that's not my job to know" and (2) "you were late even before autopay so this was probably your fault".When I asked if the admin fees could be waived in this one instant so I could re-set up Lifetime's autopay feature she said "maybe" she would not comment on how I could for sure get a credit. I asked her what I could do to ensure I received a credit and she would only respond "you can do that" but would not indicate which action would for certain lead to a credit. I was left with no guarantee a credit would ever be given or that this issue wouldn't repeat itself in 6 months.Overall this entity's customer service is at best unprofessional, unhelpful and condescending. At worst the business model is to create artificial pitfalls to assess administrative penalties.

  Business Response

  Date: 03/22/2024

  Dear ***************************,
  
  Thank you for bringing your concerns to our attention. We understand the frustration that can arise from late fees and payment issues. Upon reviewing your account, we found that the AutoPay feature was never correctly established, as the payment dates appear to be sporadic. We have attached a ledger for your reference.
  
  Additionally, our records indicate that there have been instances of late payments dating back to 2017. We apologize for any inconvenience this may have caused.
  
  We strive to provide excellent customer service, and we are sorry to hear that your experience has not met your expectations. We appreciate your feedback and will use it to improve our services in the future.
  
  If you have any further questions or concerns, please do not hesitate to contact us.
  
  Sincerely,
  ***********************
  Vice President of Client Relations
  Lifetime HOA Management
  **************
  **********************************************************************************************
  

  Customer Answer

  Date: 03/25/2024

  Complaint: 21417479
  
  You seem to be confused. My original complaint was not with the fact that your entity assesses late payment fees. That is a normal part of business.
  
  My concern arose primarily because you instituted a new tool that was designed to "assist" homeowners but made the problem worse. And when I called about it your customer service was unprofessional, unhelpful, and condescending. Indeed your customer service rep seems far more interested in attempting to blame the customer for incompetence and then to suggest that even if it was not the customer's fault then they probably deserved it anyway...in a similar manner to your last email. 

  Let me repeat my description of what happened then:
  1) I am assessed an HOA fee 4 times a year (2 semi-annual assessments for 2 HOAs). Despite my vigilance I did on occasion receive notices that I'd missed a payment and a fee had been assessed. Therefore I attempted to be on the alert, so to speak, for those notices. 

  2) your organization created a tool that purported to ensure that no late payment would ever be made again. Though you offered no instruction on how to use it.

  3) I set it up and it seems to make some payments on time yet others it missed? How could an automated process do this? 

  4) Because I assumed all payments would be automatic from now on I stopped being as vigilant to monitor the rare actual notices your organization gives that a payment has been missed ("rare" because one might be led to believe your business model revolves around being as quiet as possible when a payment has been missed so additional fees might accrue)
  
  5) When I DID discover the unusual pattern of the tool of working sometimes and not working others your rep at first just tried to get me off the phone. When I insisted she looked into the matter and said the tool was not set up right. I asked how could that be if it worked sometimes and not others? Eventually she relented to go ask and do some investigation. When she came back and gave her explanation I asked her "how could I set it up so that it works correctly" she would not tell me. Then I proposed a potential solution and all she said was "you can do whatever you want"

  6) Do you see how unhelpful that is? I attempted to ask the customer service rep how to correctly use their own company's tool in how to avoid future fees...the very purpose of such a tool, and the customer service would not make any attempt to walk me through how to set up the tool correctly, only to say that it didn't work previously because I'd not set it up correctly the first time.

  7) Does that seem like a company with the customer's best interest in mind? Or does that seem like a company who desires a customer to incur fees. Each fee, by the way, that is 20% of the total amount assessed. If a bank sought to charge 20% interest on a loan every month it would be shut down for violating anti-usuary laws. Doesn't such a high (relative to the total amount) fee seem like a powerful incentive for an organization to be as quiet as possible when a fee is assessed? Doesn't that seem like a powerful incentive to remain as quiet as possible so that such fees continue to accrue and to not be helpful when a customer begs for help in setting up a new tool?

  8) Do you see why the concern is not the assessment of a late penalty? But rather that your organization created a tool seemingly to induce a false sense of security for one who previously attempted to be vigilant regarding your scarce notices? 

  Since you apparently didn't read the first complaint let me summarize:

  The issue is not that your organization assesses fees, it is that you created a tool that induces customers into a false sense of security so that more fees would be collected than originally would have been. You provided no training for the tool. When a customer did not use the tool correctly (as you say) then you did tell the customer how to correct it. When the customer proposed different solutions you would not tell the customer which would work but if such proposed solution resulted in another penalty assessed you would certainly be happy to collect it. When the customer asked for information you said "well you didn't set it up right but even if you did you used to get fees assessed even before the tool" as if to suggested either (1) the customer was too stupid to set up the tool up correctly and even if the customer did set the tool up correctly then (2) the customer probably deserved the extra fees anyway. Over the course of a ***** min call no one apologized or offered to remove a single assessment because of the poor tool offered.

  Your staff is unprofessional, unhelpful, and condescending.
  
  Your organization has collected hundreds of dollars from me over the years in fees, I have never complained until now...you should probably ask yourself: what is different this time?
  
  Regards,

  ***************************

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Lifetime HOA management was taken on by our community in December. We received a Compliance Notice from them in February concerning our vehicles. They complained of Inoperable Vehicles and sent a picture of the front of one of our cars sitting on our driveway. In a state mandated meeting with the *** board they made the allegation and I asked them to prove it. They responded that they didn't have to prove anything and that I on the other hand had to prove them wrong. I asked the to show me where in our Covenants Codes and Restrictions or the ***** Property code there is anything stating that I had to prove anything. They couldn't and stated that they would now "Move to the next stage of enforcement.". They operate just like ****** did and ***** does. The rules and the law mean nothing to them.

• Initial Complaint

  Date:11/16/2023

  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.

  I owed about $395 on my HOA fee. When I went to pay it I was told my account was locked. I found out they sent a measly $395 to a law firm debt collector. Now the law firm is trying to charge me almost $900, which includes legal fees, which is more than the $395. I can't pay my HOA fee because Lifetime locked the account, and they are tossing me to the law firm, and the law firm doesn't pick up their phone. I refuse to pay any legal fees on something that should have not gone to some third party debt collector, on $395. And now they're playing me like a ping pong ball, telling me that they can't help me or even talk to me here at this HOA, and no one is answering there at this law fim, called ****. I believe I'm being targeted by this new HOA that has only recently come to the neighborhood, replaced by the old HOA. I belive pockets are being filled to make me pay more than what I'm supposed to pay. And also I keep getting letters and emails about violations on my yard, when there is like a single blade of grass out of place. They are abusing their authority, and I'm getting frustrated because when I actually contact them to resolve an issue, they are very quick to pass the buck to someone else; there doesn't seem to be any accountability, or willingness to solve any problems.

  Business Response

  Date: 11/16/2023

  We sent out 30-day, 60 day, and a 90-day delinquency letter to ****************** concerning his account where there are options to call and set up a payment plan with our collections department. After the time period had passed, the account goes into a collection status and is sent to an attorney. 

  The homeowner then will need to contact the attorney to discuss further. We cannot discuss the account once it goes into a collection status with an attorney. 

  All payments must be made with an attorney to bring the account up to current. 

  Customer Answer

  Date: 11/17/2023

  Complaint: 20872143
  
  I am rejecting this response because: $395 is not a reason to send my information to a law firm. And it shouldn't take an act of Congress to make a $395 *** payment. The last *** in our neighborhood was very capable to accept payments without any difficulty. Now, this *** obviously has had some communication with this ***** law firm. I will send a separate email to them. But this *** gave this law firm my contact and account information. So there has to be some sort of communication happening between the *** and this law firm. When I call the law firm to take care of this payment I get absolutely no response. I have tried reaching out to ******************* at ext: 104; his voicemail is full. *************** at ext: 102 just hangs up. ************************* at ext: 103. His voicemail is full. And ********************* at 110, I was able to leave a message and had not heard from his person. *** is trying to hide behind fake professionalism and is passing the buck. Both the *** and the law firm seem to be exhibiting unprofessional behavior, and for what ever reason are not trying to ********* to resolve this issue. What I believe is happening is that the *** CAN take my payment; but someone in the *** organization decided to pay for legal fees, to send $395 to this law firm I can't reach. The *** does not want to eat the legal fee, so they're trying to steer me to the law firm to pay the $395 AND the legal fees the *** already paid for. I believe the *** is acting un-ethically because they are trying to line the pockets of the law firm. The law firm does not have control of the *** account being locked, the *** does. And I've asked the *** to reach out to the law firm and have heard nothing. I've asked the *** to escalate to a manager that can provide some sort of customer service and help me reach out to this phantom law firm. Nothing. If this escalates to the court system, I will simply tell the truth. I was willing to pay the *** fee that I owe; but what I need is someone to pick up a phone, or show me the courtesy of providing some sort of customer service so I can move on with other things. I need the *** to take my payment and reach out this law firm, since apparently I can not.  
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:09/12/2023

  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.

  In June of 2023, it was discovered my subdivision had an irrigation problem. Board members requested multiple estimates for partial and full irrigation repair. Our community manager ****** only gave us one estimate for a full repair from a company called Hope ***** irrigation. I am requesting a refund to our homeowner's association for the amount of $3,028.76 from Lifetime HOA Management Company (or Hope *****) because the board and community were misled because we did not get multiple estimates for the full repair. It should also be noted that ******************* admitted to me that they take care of 15 other properties managed by Lifetime so it is not a coincidence that they were the only company that was allowed to bid on the full repair.Additionally, our community continues to incur charges of $20 per certified letter (per the general ledger) when the management contract clearly states that the charge should be $15. I am requesting a refund to the homeowner's association for the difference of $5 times the number of letters sent in 2023.Another question pertains to administrative fees. Some properties are charged three $25 administrative fees during one month. My neighbor (and the association) incurred $75 worth of administrative fees per the May 2023 management report. I require an explanation or a refund of $50 (the difference) to the homeowner's association for this and any similar transactions.Finally, the homeowner's association is approximately $3,000 overbudget for administrative fees as of 6/30/23. I have emailed Gabbie at Lifetime HOA Management company to inquire as to why but received no answer.

  Business Response

  Date: 10/12/2023

  We do not take these allegations lightly, and have researched the customers complaint.  

  
  In regard to the use of vendors, the ***** Members of each Association may request bids or estimates from our Community Managers for specific projects, repairs, or association needs, but the ***** makes the final decision on who to hire and what is an adequate number of bids based on their relationship with vendors.  

  
  Further, Lifetime HOA Management has previously provided the requested information regarding the charges for Certified Letters, and Administrative Fees to the ***** of **************************** each homeowner has been provided with a Homeowner Portal where they can access specific Association documents such as the Budget, Meeting Minutes, Bylaws and Declaration of Covenants, Conditions, and Restrictions ( CC&Rs).

  
  Again, we take our professionalism and customer-oriented approach very seriously. We would disagree with your assessment of the events.  

  
  

  Customer Answer

  Date: 10/16/2023

  Complaint: 20589830
  
  I am rejecting this response because:

  The evidence in the first image proves that the board requested another bid other than Hope ************ This was made by the president of the board.  The second image shows the prices quoted by Hope ***** for the partial and full repair.  Both estimates are only from Hope ************ Where is the other bid for a full repair (which the board ultimately chose) that is not from Hope *****?  The third image is a blast sent by Lifetime misleading residents that two companies gave a bid for a full repair.  This is false unless Lifetime can prove it.  The fourth image shows the amount of the refund I will continue to pursue from Lifetime for the amount of $3,028.76 for misleading the residents of Eckhert Crossing and not securing 2 independent bids for the full repair.

  The fifth image proves the management contract states that certified mail should only be $15 per letter.  I am still requesting a refund for the difference of $5 for every certified this year in which we were charged $20 per certified letter.  

  I continue to request a refund to the association for each resident that was overcharged administrative fees in the general ledger.  Again, the amount of $50 should be refunded for a resident that was charged $75 of administrative fees in May of 2023 instead of the normal $25 as Lifetime pursued bad debt on this account.  

  I reject the response from Lifetime and look forward to a response.
  
  Regards,
  
  *********************************

  Business Response

  Date: 10/17/2023

  Again, we take our professionalism and customer-oriented approach very seriously. We would disagree with your assessment of the events.  
  
  

  Customer Answer

  Date: 10/23/2023

  Complaint: 20589830
  
  I am rejecting this response because:

  Professionalism includes providing evidence if you disagree with me.  Lifetime has not done this nor has Lifetime commented in detail regarding the 3 issues I have outlined in my complaint. 

  I have provided evidence that proves 2 estimates were not secured by Lifetime even though the estimates were requested by the board.  Furthermore, I have proved that the management contract clearly states that certified letters cost the association $15 per certified, not $20 which you have been charging us.  I continue maintain my position and request refunds to the *** in the amounts of $3,028 for the irrigation repairs, the difference of $5 for each certified letter sent this year, and the difference of $50 for each property in which you charged the *** up to 3 times the normal administrative fee of $25 (I would have proved this last point but Lifetime retracted my board credentials to the general ledger without notification or a board vote).

  
  Regards,
  
  *********************************

• Initial Complaint

  Date:06/12/2023

  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.

  I have called Lifetime *** twice to report a violation of dog barking which is a nuisance according to both the *** and DCCR. Not only did the *** not do anything about it which the first step would be to send a compliance letter and if the neighbor repeated the violation they would be fined. However, I recently found out by their Corporate Manager that they do not follow their own rules or support them at all. Instead of them doing their job, they want me to waste my time doing to the courthouse to try to resolve this issue when it could be resolved if Lifetime enforced their own rules. Their own website states Compliance refers to the duty of homeowners to observe all guidelines within an Associations Declaration of Covenants, Conditions, and Restrictions (CC&Rs)", yet they have failed multiple time to enforce their own rules. The *** is a disgrace not only do they not enforce this rule, but multiple rules they have set as well. Multiple house have weeds covering their entire lawns and their trash bins set out in the front or side of their house all the time. I do not understand why they charge us a fee when they are not doing a significant portion of their job. They also let the sprinklers run after it just rained. Its fraud and abuse.

  Business Response

  Date: 06/12/2023

  The Board is fully aware of the issue but has chosen not to pursue legal action. The homeowner may pursue legal action if they wish concerning the matter. 

  Customer Answer

  Date: 06/12/2023

  Complaint: 20174589
  
  I am rejecting this response because: Lifetime should be accountable in doing their job. I am not requesting them to pursue legal action. I .expecting them to follow and enforce their own rules by sending compliance letters when people are violating those rules. 
  
  Regards,

  ***************************************

• Initial Complaint

  Date:02/22/2023

  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.

  The property management business is charging my unit 128 a 3.65 % of allocated interest in common interest liabilities and common expense liabilities. The other units in the complex are well under 2.7% this is to include the restaurant rate being lower than mine.

  Business Response

  Date: 03/06/2023

  Greetings, 

   

  Thank you for your comments. Please note the two documents that are public record (filed with the county) and on the homeowner portal for anyone to review that are members. Most condo associations within the country setup dues on the a percentage of ownership. The exhibit on the documents publishes the percentage and dues are reflected. Please note Lifetime HOA Management does not charge you but ***************** charges you. Your dues are not Lifetime HOA Management funds but the community's. To make a change to this fee structure the membership can amend the governing documents to outline a new fee structure. To do this you will need 75% of the membership to agree to any of the changes and provide notice to the community. We would recommend attending the board of director meetings and provide this feedback.  

• 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.

  My neighborhood has two HOAs (********** at ******** and ******** Village POA). Dues are posted/collected twice a year. I have lived here for two years and have always made my payments online. When I logged into the system to pay the first dues of 2020 the whole system had changed (we did receive email notice). One difference was there were no longer two accounts to switch from, and I figured the accounts had been combined. I paid the dues presented and figured I was done. A few months went by and I got an email stating I needed to pay my dues. I logged in and the dues presented were paid and I couldn't see anything else so I assumed it was a mistake. I called on Apr 22 and Lifetime confirmed my accounts had been unmerged with the most recent upgrades made to their site and I had only paid for ********** dues. He told me it was done and it should work in a few hrs. I logged in for 3 days with no access and eventually forgot to call back. May 26 I received a letter from Lifetime's lawyer that a lien was being placed against my house for $393.96 of unpaid delinquency! I call Lifetime back and ask them about my account. The woman says she sees the previous call and troubleshooting. She then has to unlink, recreate and relink my accounts before they finally work (Village account had previous homeowner info from bad migration). I ask if they will split the fees since they are partially responsible for my inability to pay and I'm pushed to the lawyer. Lawyer is caught up to speed and says he will get with Lifetime. He msgs me back a few hrs later stating Lifetime has no record of troubleshooting my account previously so it's my negligence for not paying. He then states I owe $403.96. Lifetime HOA Management has taken no responsibility and lied about not receiving a call from me attempting to resolve the issue.

  Business Response

  Date: 06/13/2022

  Lifetime HOA Management has been in correspondence with the homeowner, and we are not showing any error on our indicating an issue. We are showing both accounts are linked so homeowner can toggle back and forth to make payment for each association his property is a part of. 

  Customer Answer

  Date: 06/15/2022

  Complaint: ********
  
  
  I am rejecting this response because: The account access as it sits today is not in question. The account access over the last 6mths causing a multitude of fees and a lien placed against the home for an error they caused is. The company has not acknowledged lying, an issue with their data/account management, nor has it acknowledged responsibility for charges.
  
  The account is paid in full due to the threat of the lien against the house from the company.
  
  
  Regards,
  
  
  ***************************

  Business Response

  Date: 06/17/2022

  Lifetime HOA Management has been in correspondence with the homeowner, and we are not showing any error on our indicating an issue. We are showing both accounts are linked so homeowner can toggle back and forth to make payment for each association his property is a part of.  We are showing a recent payment made on the account bringing homeowner up to current until Julys assessment. 

   

  Homeowner is welcome to contact us at ************. We are open Monday through Friday from 9am to 5pm CST. 

  Customer Answer

  Date: 06/17/2022

  Complaint: ********
  
  
  I am rejecting this response because: As indicated, the account are linked as of filing this complaint. Account is also paid due to threat of lien against the property if payment wasn't received. Refund has been denied by Lifetime HOA Management due to refusal for them to accept responsibility or even acknowledge there was even issue. Lifetime HOA manament has made it clear they have no intention on helping or even fessing up to a mistake. Responses will be denied until a refund is made.
  
  
  Regards,
  
  
  ***************************