ComplaintsforStellar Community Management

• Initial Complaint

  04/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a real estate agent that ordered an HOA package from the company. There was a clerical error in the house number of the property. The company failed to verify the name of the owner and the address together to ensure the correct information is being inputted in the package. Instead, I had to purchase another package to get the correct information for my client to be able to close on the property in the allotted time frame.

  Business response

  05/30/2023

  Thank you for providing this information to me.  Please note that for each disclosure request, we are required to go out to the site and do a home inspection.  These inspections show up for us based on address and often times names do not match as the person ordering the packet inputs their own.  Once a packet has been completed we no longer have the ability to modify or change the packet.  In this instance, the realtor communicated with us after the packet was received that they had provided the wrong information.  We advised that we would need to go back out to inspect the correct address.  Once that was done the packet was processed for her.  We advised that we would only charge for the re-inspection fee but in actuality did not charge for that on the escrow payoff.  We charged for only one packet and canceled the original packet through the 3^rd party vendor so that she would not be charged for that one. 

   

  We have just received the closing information and it confirms that only one resale disclosure packet was paid for and it does the reinspection fee that was communicated to them as I chose to waive it.  The person filing the complaint did not pay for two packets nor did we charge for two packets.  Our system does not indicate that she paid up front for the first packet and if she had done so, it would have been credited back to her credit card once the order was cancelled.  You can see from the attached communication that we had additional correspondence with this company and all information was provided and the issue resolved.

   

  I hope this helps to resolve any outstanding concerns.  If you need anything further, please do not hesitate to reach out to me.

   

  Kind Regards,

   

  ******************************, PCAM, AMS, CMCA

  Stellar Community Management, LLC

  11543-A *******************

  **********, ** 23059

  Phone **************

  Fax **************

  www.stellarcommunitymanagementllc.com

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