Complaints

This profile includes complaints for Nova Association Management Partners LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Nova Association Management Partners LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Nova Association Management Partners LLC

  1621 114th Ave SE Ste 123 Bellevue, WA 98004-6905

  
• 

  Nova Association Management Partners LLC

  5550 S Macadam Ave Ste 210 Portland, OR 97239-3745

  

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:03/21/2025

  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.

  Please see the attached letter that I sent to an incorrect BBB address I picked up from the internet. This letter is dated March 1, 2025 and details of my complaint are in the attached letter. The post office returned the letter to me on March 14, 2025. I have the enveloped if needed. Businesses cannot arbitrarily charge a fee and call it a bank fee.

  Business Response

  Date: 03/24/2025

  We have responded to this owner when they reached out to our team as well. When they updated their autopay to the 2025 assessment amount, they cancelled a payment of the previous amount. This resulted in a returned payment fee as the payment was already received by our bank. **** charges a $35 *** fee for all returned payments, this is listed in our contract. This covers the administrative time  update account ledger, and issue the required notice. The $35 NSF is charged to the Association, and then charged back to the owner and so it is up to the Board if they would like to write off. They have not approved to do that (and do not typically) because this is a charge to the Association. Thank you!

  Customer Answer

  Date: 03/29/2025

   
  Complaint: 23096089
  
  I am rejecting this response because it is an unfair business practice of charging unit owners a fee when the *** assessment rate has been increased by them.  It makes no sense.  **** had already moved to charge the increased rate.  It is unacceptable.  
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:02/23/2025

  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 a resident in the ****************** of ************** located in ******, **. The condominium I purchased is managed by Nova Association and my homeowners dues were $273 per month in 2024. This year they increased them to $303. My *** **** account is registered with ***** portal where payments are automatically withdrawn every month from my bank account. I am checking the website regularly to be sure everything is done properly. In February I checked the payment module and it showed two payments pending; one for $273, and one for $303 which means the bank would have charged me two payments. When I tried to cancel the 2024 HOA payment of $273 I was unsuccessful and contacted ***, representative from Nova Association for assistance. She walked me through the process how to cancel the $273 and I did. A few days later the website took $303 HOA payment out of my bank account, and HOA website showed that I owed them an additional $35. Again, after several days and e mails, I was able to get a hold of them and they stated they will take care of the problem. Nothing was taken care of. I received an e mail that this is not their fault. Nova indicated that my bank charged me $35 and not them. They said I need to contact them. I contacted my bank twice, spoke with a supervisor and they assured me that they have not stopped any payment and have not charged any fees. I called Nova again for the next several days. Their e mails are harassing stating I need to pay this fee since the bank stopped the payment. Finally, I requested **** to provide proof the bank stopped payment. Nothing was provided but instead the e mails continued. I have all the correspondence with them- even though I explained that this does not make any sense, since $273 is the old 2024 HOA payment and I do not owe this amount. Nova did not do anything. I requested to speak with a supervisor-3 or 4 times and they never contacted me. Instead continue with their no sense e mails.

  Business Response

  Date: 02/26/2025

  Thank you for reaching out; we understand your frustration with the incurred NSF fees and auto-pay setup. In review of your account it seems your autopay was adjusted while the payment was processing. This resulted in the payment that was processing to be cancelled accruing a returned payment fee. Due to owner security **** does not participate in the setup or cancellation of autopay by owners as this includes private banking information for owners, however our teams efforts were to assist you in the correction of the autopay setup issue.
  
  Please be aware, emails noting any collection balance are generated automatically by our system in accordance with the governing documents. We have reviewed your account and confirm team members have spoken with you multiple times on the phone though to ensure accuracy and visibility for the Board we have been requested to maintain all communication in writing for their visibility. As **** does not have the contractual authority to waive an incurred *** fee, we have submitted this request to the Board on your behalf which is currently still under review. We have also provided detail of all communication exchanges between you and our team to the Board for consideration in this situation, as there was noted confusion.
  
  Once we receive confirmation from the Board on next steps with this fee waiver request you will be promptly notified in writing.
  
  Thank you,
  Nova

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22980015
  
  I am rejecting this response because: I have communicated with Nova regarding this issue for over a month, communicated with my bank as well and they assured me that have nothing to do with any cancellation or stop payments. This is Nova responsibility, they know it and their responses are exactly the same without considering the e mails I am sending them. I also requested for them to submit a proof from the bank that the bank is responsible for this- they never did it! Multiple times requested to speak with a supervisor- They never connected me or called me! This issues needs to be resolved and taken care by them sine this is their responsibility. My neighbors have exactly the same problem and they know it because they have been contacted about it!!
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 02/27/2025

  In our review of your account, it appears the owner had setup an autopay for 2024 with prior year dues amount, then updated to reflect the ************************************************************* the Returned Payment Fee as the initial transaction was canceled.  This was completed through our third-party payment system Zego; we've attached a copy of the transaction report we've received from Zego detailing the cancelled payment on 2/1. **** received the initial payment on 2/1, which was then cancelled on 2/1 which resulted in the stop payment fee.

  I've attached the transaction detail from **** and the account ledger explaining the record of the fee.

  Thank you,
  Nova

  Customer Answer

  Date: 03/01/2025

   
  Complaint: 22980015
  
  I am rejecting this response because: I was told the bank did this, now is Zego. At the end is the Association responsibility to waive the payment. I did not owe $273 but $303 which has been paid and should not be responsible for canceling the payment per their instruction for which I would have been charged twice.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 03/05/2025

  Hello,

  While the payment was made via a third-party payment processing service, ****, there was a banking and administrative charge as the payment was received by the **********'s bank, and posted, then was cancelled. This resulted in the *** charge on the account. 

  Thank you,
  Nova

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22980015
  
  I am rejecting this response because: it doesn't have to do anything with my bank cancellation and they do not listen to what people are saying. Absolutely their fault and they continue not to solve the issue. They do not have the legal right to charge us $35 fee due to the increase of their HOD and their system zego does not process this correctly.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/10/2025

  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 have received a violation from **** for a waste bin that is located on my neighbors property. This bin belongs to my neighbor. They are leaving it in plain view. I have no control over what they do on their own property yet NOVA is insisting that I have a violation on my property when both photos they have submitted and those I have submitted plainly show the violation occurred not on my property but on the neighbors property with their own waste bin which has their house number plainly visible on the bin.

  Business Response

  Date: 02/11/2025

  Hello,

  We do show there was correspondence regarding a violation notice which was sent to the owner, though intended for the next door neighbor; our team did confirm this error was acknowledged and the violation was closed and removed. Verification was sent to the owner 2/10/2025 at 4:16pm, and the matter reflects as closed in our system - please see the attached screen shot of the owner portal ccount reflecting this.

  Please let us know if additional information is needed.

  Thank you,

  Nova

  Customer Answer

  Date: 02/19/2025

  Hello,

   

  I wish to have the case reopened because the matter has not been resolved. The violation, which was sent to me incorrectly, still appears on my HOA account. There should be no violations appearing on my account as I did not commit this violation and it was not on my property. The violation occured next door and was done by the neighbor residing there. 

   

  To date the violation still appears on my account. It should be removed for this to be resolved.

   

  ***** S Yee 

  Business Response

  Date: 02/20/2025

  Hello,

  We have closed the matter on the owner's account, as shown in the provided screenshot with a note indicating the confirmation this was issued in error. We elect to not delete this from the account though, so we can review for future information and maintain record notice was sent in error. This has been marked as closed, and issued in error since previous responses were issued back on 2/10/25.

  Thank you,

  Nova

  Customer Answer

  Date: 02/23/2025

   
  Complaint: 22923757
  
  I am rejecting this response because: The mistake made by the company was due to gross incompetence as the violation was by another home owner yet this company repeatedly refused to acknowledge their error. To date this issue remains on my account and is marked as closed but lacks accountability on **** for creating this issue and refusing to acknowledge it. The placement of the bin in question has been as such for over 3 years. When it was addressed it was done incorrectly by NOVA and now remains on my account without an accountability statement by **** that the falsely accused me of this violation. A statement of error by NOVA or the complete removal of the violation are the only acceptable resolutions. 
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:01/06/2025

  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 lived in these Condo since July 31, 2020. I am purchasing my condo. There has been an ongoing issue with the garbage enclosure in front of building 780. Management of the community has thankfully placed doors that lock in front of building 780. The trash is picked up three times a week by waste management as is the recycling. The trash and recycling were not picked up on January 3, 2025 when it shouldve been. The reason was because there were too many trash bags surrounding the bins and the recycling so waste management was not able to pick it up.. I alerted nova association about this and submitted pictures. I advised that it was unsanitary for us to go through the entire weekend having the bin so full that people cant put their garbage inside. I did not hear a response back. I suggested they have some of the garbage picked up and taken to a dump by the association. They did not do that. It is now Monday, January 6 and the garbage is so full both bins and the recycling and the whole enclosure is filled with garbage bags and boxes because waste management cant remove them. Garbage and recycling are picked up Mondays, Wednesdays and Fridays. We have now gone a full weekend without our garbage being picked up or our recycling.I sent pictures to them on Friday. They did not respond.. They have raised our HOA to almost $400 effective January 1 which I paid. I would like them to figure out a way to get this garbage enclosure figured out and have the garbage picked up appropriately as it should be three days a week. Ive attached pictures for you guys. Some of the pictures are from Friday and some from today. I just took them. I would like them to be more diligent when it comes to the garbage area. They dont live here but the homeowners do. This is a safety and health violation

  Business Response

  Date: 02/07/2025

  Hello, and apologies for the delayed response to this submission.

  We would like to assure you that we have been in direct communication with the property owner via email and phone to clarify the situation over the last few weeks. We understand reported concerns with the trash pickup in the owner's community and at the time of this report had dispatched a maintenance crew to clear the boxes, and the trash company confirmed they would return to complete the pickup. Unfortunately, the original pickup was missed by the trash collector, and we have reached out multiple times to report this issue.

  We have had much communication with Ms. *** to try and clarify our role as the association management company in her frustrations with her community, as we take action at the direction of the Board, much of the requested maintenance and services rendered must be approved by the Board of directors before we can implement work or take action, which does cause limitations in our team addressing the complaints and requests from Ms. **** We do share with the Board all received requests and communications though, and all owners are encouraged to attend the open board meetings where the board reviews and votes on such requests. The Board does also set the monthly assessments each owner is to pay, and a copy of those expenditures are mailed to each owner, which explain in detail the monthly association costs; this is not something our company implements or decides for the community.

  Specific to this trash pickup situation, the trash is collected by a third-party service which was delayed due to holiday schedule; our team was in communication with them following Ms. ***** report to coordinate resolution as quickly as possible, however we do not maintain an on-site person as this was not approved by the board. Our team has continued to respond to ************************ in a timely fashion and share service requests with the Board for consideration as received.  We continue to encourage Ms. *** to attend an open board meeting where these items are discussed to participate in discussion with the board and share her feedback.

  Thank you,

  Nova

  Customer Answer

  Date: 02/08/2025

   
  Complaint: 22776207
  
  I am rejecting this response because:
  
  Nova continues to shift their responsibility from themselves to Waste Management. In their response, Nova indicated that the trash was not picked up during a scheduled pick up because waste management skipped a day. 
  That is not the case, and I have reiterated this to nova management several times

  The reason waste management could not pick up the garbage during that time (when I submitted the pictures), is because there were too many bags and boxes in the way of them being able to move the bins in order to dump them accordingly. This is the same for the recycling

  
  Nova is not taking responsibility and continues to blame other entities as opposed to taking accountability for their failure in ensuring that waste management has a clear path to be able to move the bins and dump them 

  Nova is not taking any consideration into the fact that very few homeowners apartments look over the garbage bin - as mine does. They are not making any concession of the fact that we look directly into the garbage area. While they did enclose the structure, there is still a lot of area that is able to be seen by specific homeowners who face said garbage area. Another resident and myself spent 20 minutes, maybe 25 minutes on a work day, throwing garbage bags of other residence into bins and breaking down boxes and recycling them because the bins have been so overfilled, that by the time waste management was able to dump the garbage bins and the recycling bin, bags and boxes has fallen onto the ground. It was a disgusting task, and this homeowner and myself took it upon ourselves to do work that Nova shouldve been doing. They did not offer any money off of our HOA bill - even when I let them know that another resident and I did that on our own accord to make it more hospitable for the other residents. 

  Further, Nova is not being honest when they said that they spoke to me by phone. They have never spoken with me by phone except in 2020 when I filed a complaint because the association allowed a porta-potty to be left next to the garbage dumpster for months.

  Otherwise, they have communicated by email

  I think Nova is poorly and ineffectively managing this community and making it a very difficult place to live comfortably. I have been here for almost 5 years and because of the experience here I will make sure I never have an HOA and I will never have anything good to say about Nova management. 
  One out of 10 - will never recommend. 

  
  Sincerely,
  
  ******* ***

  Business Response

  Date: 02/20/2025

  We continue to communicate with ******* with her concerns pertaining to the trash enclosures, and again must again clarify the role of management in the association; Nova is not able to make decisions without approval from the Board on things like the location of trash enclosures, increasing frequency of collections, and additional services such as clean up. **** acts as an agent at the direction of the Board of Directors, and provide them with service recommendations,cost options and feedback from owners to make decisions however, we must stress we may not make these decisions, which do have financial implications. The Board of Directors is the responsible party for making any and all decisions for the community, specifically those where there are costs to account for; we continue to make ******* feedback available to the Board for review, and owners are always welcome to attend Board meetings to share in this discussion as well. We continue to implore her to share her concerns regarding the community operations with the Board directly as these are large concerns of hers. 

   

  Thank you,
  Nova

  Customer Answer

  Date: 02/23/2025

   
  Complaint: 22776207
  
  I am rejecting this response because:

  Nova association was not forthcoming when they indicated that they contacted me by phone, They have not contacted me by phone whatsoever. I am also rejecting the response because they are very aware that I do attend their board meetings. I have been on several of their board meetings (which last for hours as they almost always impose new fees on the homeowners) and very little if anything is resolved in those meetings. They are used more often than not, as a way to find new ways to charge us more money. I am also rejecting the response because they are very frequent and capable of increasing our HOAs and adding on more fees, yet they rarely fix issues that need immediate attention until we as the homeowners have hounded them several times

  I have suggested that its necessary for them to change the codes for the person size doors in the garbage enclosures, they keep saying that theyll do so, but they havent done it. More and more people have gained access to the code for the peoplesized doors, and are overloading the garbage bins almost on a weekly basis. I send pictures and videos constantly. While we get numerous emails about companies who are going to be out doing various forms of work, we dont get emails sent to all of the homeowners and residents regarding the major issues that we experience living here. For example, they have not sent an email to everyone regarding potential fees that could be incurred if people dont stop parking and visitor spots for weeks at a time. They also dont send correspondence regarding the numerous complaints that I have issue regarding my neighbors who are outlandishly loud. **** is managing this property irresponsibly and its clear that their main objective is to get as much money from the homeowners as possible while also letting you guys know that theres nothing they can do about the major issues that are brought up And they are major concerns.

  Finally, I am rejecting their response because my mental physical and emotional health are being negatively affected due to the constant noise from people digging around in the garbage areas, and from my neighbors who are so loud that sometimes it makes me jump, and they are loud late into the night and early morning. There was a burglary in one of the apartments, Nova gave us very little information and they have not brought it up since they sent us an initial email saying make sure you guys lock your doors, somebodys house with burglarized. No follow up no explanation no other information- other than to  - almost nonchalantly let us know that someones home was burglarized.

  I have lived here almost 5 years and I worked in property management for six years from leasing consultant to assistant property manager to property manager, and I have never ever  seen such a poorly run community. 

  I dont want any money from them, Yet I am very disappointed in their management. They are constantly attempting to find new fees for the homeowners while not addressing the issues at hand that have been brought to them numerous times.  
  
  ******* ***
  Sincerely,
  
  ******* ***

• Initial Complaint

  Date:06/30/2024

  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.

  Nova Association Management Company manage the *** for the building which houses my condo unit. ***************************, the manager of the *** failed to complete the recommended maintenance on the fire sprinkler lines among other issues. As a result of this during the storm of January this year the line froze and then burst releasing hundreds of gallons of water in to my unit which soaked through to the two units beneath me. It has been agreed among insurance companies that **************** will be primary and my homeowners secondary. Subsequent to my making a complaint to the insurance ombudsman for the State of Oregon I was told that an undisputed cash value payment was issued to the Nova on May, 8. On June, 4 I was informed by **** that checks for repairs had been sent to the contractor. Despite many emails and phone calls work has still not begun on repairing my home. I haven't lived in my home since the middle of February.

  Business Response

  Date: 07/11/2024

  We are aware of some long delays in finalizing repairs following several broken fire sprinkler lines during a deep freeze earlier this year. The damage however, was not due to any failure to maintain but rather due to prolonged power outage that resulted in disruption to needed heat to avoid lines freezing this was an unusual event, and the insurance adjustors did not determine any fault but rather Act of God due to extreme weather conditions.  Repairs throughout the region have been lengthy due to the volume of damage in the region, though we have been working closely with the insurance adjustor, insurance agent and various engaged contractors to try and expedite this work. The insurance adjustor was unable to complete their required inspection due to volume of claims for several weeks following the event, and required payout from the insurance carrier was not received until May 2024; as authorized by the insurance adjustor work has been taking place, and there are still several invoices awaiting approval from the adjustor for completion of this work.
  
  We recognize this has been a very impactful situation for all those involved and have included several additional team members on this project to coordinate between repair contractors and the insurance carrier to resolve this as quickly as possible. We do wish to note as well, the association has completed all required routine maintenance on the fire suppression system by licensed individuals annually. While we do acknowledge there have been lengthy delays in this process, we are obligated to adhere to the direction of the insurance adjustor and carriers for next steps to ensure all work is appropriately covered by the claim and there are no additional costs charged to the association for this work. We will continue to work for resolution of this situation as quickly as possible and provide any updates as received from all parties involved. 

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21923882
  
  I am rejecting this response because:

  While I agree that the weather event was outside anyone's control what was under ****'s control was following through on the recommendations of *************** Services to correctly maintain the sprinkler system. I have copies of the reports furnished by *************** Services to *************************** the association manager dated 2022 & 2023. I also have the email with ******** response to FPS. There is no doubt that she was aware that lines needed to be charged with antifreeze and insulation upgraded. Had ****** done her job thousands of dollars with of damage would not have occurred and a lot of distress to many homeowners avoided.

  There have been many versions of "the check is in the mail" issued by Nova which has prevented restoration work from being carried out. The response provided by ****** depends upon who is asking if indeed there is any response.  **** has not been able to provide any electronic chain showing when the insurance money was received by them and where it went. Ultimately, I have not been able to live in my condo for five months with no completion date in sight. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/08/2024

  Type:Order 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 getting charged late fees. I have paid three this month, and today there are two more within six days. I can't reach the **** They only provide a recorded number. I need to reach them and resolve this. I also sent them two emails with no response. When I was informed of the amount due, I made a payment and they told me if I paid the past due amount they would see about waiving the late fees. I contacted them twice, with no response so I just paid them. Now there are two more within one week.

  Customer Answer

  Date: 05/09/2024

  Good Afternoon.  I received notice that my issue has been resolved.  

   

  Thank you,

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

  Business Response

  Date: 05/10/2024

  Hello,

  We're glad to hear this has been resolved with the owner; I see the requested late fees were waived on 5/1 though the owner did not see confirmation of this until now. 

  Thank you,

  Nova

• Initial Complaint

  Date:04/16/2024

  Type:Billing 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 cannot log into this company (Nova Association management) for my ***************. I am getting billed late fees I cannot get a hold of the company.

  Customer Answer

  Date: 04/16/2024

  They contacted me through Email and I was told they called me back, and left a voice message. 
  This is not true as I have been near my phone all day, and I have no voice messages from them. 

  Business Response

  Date: 04/17/2024

  Hello,

  It seems our team has communicated with ************ earlier this week to assist in reseting her portal account as well as spoke with her this morning to walk her through the setup process which she confirmed was successful. Additionally, the late fee waiver has been submitted for approval, as our team cannot waive a late fee without Board approval. She has been advised once the late fee waiver is approved we will process accordingly. 

   

  Thank you,
  Nova

  Customer Answer

  Date: 04/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/07/2023

  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.

  Left 6 messages regarding fines. No one returns call and cannot get into portal because the email registered is no longer a valid one. The only response is a letter with more fines!!!! No attempt to resolve issue.

  Business Response

  Date: 12/11/2023

  Hello,

  Our team has had several conversations with Nicolista and her daughter ***** regarding her request for waiver of fines. **** is contractually unable to waive any fines issued by the ***** of ********* though we have asked the owner and her mother if they are agreeable to having a hearing with the ***** of ********* to discuss, as this is a requirement of the association's governing documents, though they have declined to formally request the hearing. Our team has spoken with both Nicolista and her daughter ***** on 12/07/23 in two separate phone calls as well as followed up on 12/7/23 up with a confirming email regarding the need for a formal hearing request for review with the *****. Our team also has returned voicemails and left messages for ***** on 12/05/23, 11/13/23 and 07/19/23. Additionally our team has communicated with Nicolista via our resident portal and explained we are unable to waive fines without ***** approval, and a hearing must be requested and conducted per the governing documents.  

  Attached are the communication log detailing phone and email correspondence, as well as our online portal communication with Nicolista. 

  While we appreciate the frustration in the issuance of fines, contractually we are obligated to issue fines for non-compliance of the governing documents as directed by the ***** of ********* of each community; these documents also indicate processes for waiver of fines, which in this instance does require formal request for a hearing with the *****.

  Please do let me know if you need any further information or clarification.
  

  Thank you,
  

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

  Customer Answer

  Date: 01/04/2024

  **** contacted me only to log a phone call for BBB , not to resolve the issue. They called twice within 5 minutes , told me they would contact me soon and never did. They have also blocked our access to our portal . This is a scam company with only a note to call to make an appointment on their office door. No one EVER answers the phone. *** left many many messages and no one ever calls back . If you read reviews you will see others have similar complaints. **** seems to know how to work the system in order to keep assessing fines and tell the BBB theyve attempted to call the homeowner. 

  Business Response

  Date: 01/05/2024

  Hello,

  We have not received any communication from this owner since the last report was issued to BBB on 12/7/23; our team had two conversations with the owner's daughter, *****, on that day for a duration of 30 minutes and 10 minutes respectively, as well as left a voicemail earlier in the day prior to connecting. Previously, voicemails were left in response to received calls on 10/23/23, 11/13/23 and 11/17/23.  We do also show the last access into their owner portal on 12/7/23 but log-in credentials have not been terminated or changed by ****. Our team has sent an email today to re-set passwords for access. Nicolitsa is upset our company will not waive compliance fines issued by the ***** of ********** however we are contractually unable to waive any fines without ***** approval, which has not been granted; this has been communicated verbally on a phone call, as well as in writing. 

  We do require appointments are made for in office visits to ensure our team is available to assist residents in office, and this is noted on our door as well as communicated via email and phone. We do also request communication takes place through the owner portal, which Nicolista has done previously, as this communication is available to the ***** of ********* for review and consideration in fine waivers and similar. 

  Thank you,

  Nova

  Business Response

  Date: 01/05/2024

  Hello,

  We are requesting this complaint be removed as the owner is reporting failure to address damage, however the damage that is in question is pertaining to the owner's front yard, which is the responsibility of the owner to maintain and repair. Our company has been engaged by the HOA's ***** of Director's and asked to issue notice for failure to maintain the lawn as required and the complainant is requesting issued fines are waived; our company is unable to waive these fines contractually, and proper course of action has been communicated to the owner of how to submit this request and she has failed to take needed steps to do so. Attached, please find issued notices from June 2023 - November 2023 outlining the damage and direction for resolution which was not taken. 

  We kindly request this complaint is closed and removed from our account; please let us know if further information can be provided to assist.

  
  Thank you,
  Nova

  Customer Answer

  Date: 01/08/2024

  NOVA association is once again attempting to mislead the BBB and the public . The voicemails and attempt to allow us to access the portal are completely untrue.  If needed,  I  can provide proof of my voicemail and email logs. The phonecalls were to show the BBB they attempted to contact me and nothing more . I am unable to access the portal, my voicemails go unanswered , their office redirects you to a means of communication that goes unanswered, and the only time I received a call back was to log time does this sound a bit unusual for a business to you?

  Business Response

  Date: 01/18/2024

  Hello,

  Can this complaint be removed from our account, as the noted repair failures were not the responsibility of Nova or our clients, but rather the complainant? Also, provided complaints of no response from our team were verified to be false as we have documented communication with the individual over a series of weeks and months? This has been a situation of the complainant having grievance with the recorded rules and policies of the homeowner's association they have purchased *************. 
  

  Thank you for this consideration,
  

  *****

• Initial Complaint

  Date:11/16/2022

  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.

  *This needs to be resolved immediately. Numerous formal complaints have been made to this property management company starting on 11/1 to turn the Falcon ********************* outside lights on. It is pitch black in the community, and it is reckless, irresponsible, and dangerous by the company for these lights to not be on after so many complaints and all of this time. The fact that you cannot reach Nova by phone - except an emergency after hours maintenance answering service, no email access (I just happened to have an email - when they did get back on that - they just made excuses), and they have failed to rectify the situation is unacceptable. We pay ***************, so there is no excuse.

  Business Response

  Date: 11/17/2022

  Our team has been working diligently to get this lighting issue resolved, which has been caused by a complicated electrical issue. The outage affected the exterior lights of buildings A, B, C, and H, and the carports in front of those buildings as well. Electrical companies are suffering from staffing shortages so getting someone out to the property initially was difficult. Power has been restored to buildings A, B, and C, and we continue to work with the electrician to restore power to the lighting for building H and the carports. In addition to several prior visits, there is an electrician at the property today to continue working on the issue, and they are scheduled to return tomorrow if needed as well. At this time there is not an estimated completion date to restore the power, but the electrician is working hard to get the power back on as soon as possible. We have sent updates out to all affected owners via email throughout the repair process, and will continue to provide them with updates as information becomes available.

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18414749
  
  I am rejecting this response because: It is not an accurate description of what is happening with the lighting in the community here. And we have not been updated thoughout the process - and when an update was sent out, it was inaccurate and they did not issue a correction when I mentioned it. There is a lack of urgency - just more excuses. No one called me - like I requested throughout the process starting on 11/1.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 12/01/2022

  Today marks 1 month of no outdoor lighting at the community. I have explained the situation, and it hasn't changed. They are still making excuses, and say they don't have an answer or a date it will be fixed via email when I ask. They did install 2 small motion detected battery operated lights in the stairway last week, but everything is still pitch black - parking lots, street lights, and carports etc. Still no updates. This is negligent and there is no excuse. And no one has called me as I requested numerous times. As a homeowner here, it is unacceptable. The *** and board should be doing something, and they should fire this property management company. 

  Business Response

  Date: 01/06/2023

  This is a ****************** issue that will take time to complete. As an interim fix, battery operated lights have been added to the stairwells to help with visibility. We reviewed your account, and see detailed notes on the correspondence between yourself and our team answering questions and providing information. Currently the Association is reviewing proposals and will continue to provide updates to the Community throughout this process.

• Initial Complaint

  Date:06/14/2022

  Type:Service or Repair 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.

  Nova, which is the managing partner's for Falcon 's ********, hired Brightview Landscapers to service our community. In May 2022 the landscapers cut a patch of grass they wasn't supposed to which resulted in a broken sprinkler head. I have already lodged a complaint against Brightview but Nova, representing my ***, to which I pay fees regularly since 2014, is acting as though they can't get this bonded company, they hired, to repair the damaged, It has been documented for years that we do not want the landscapers to cut our grass. They cut too low. As a result we have a broken sprinkler head. Their solution is to no longer have Brightview under contact and hire another servicer. I have sent several request through the *** portal about this issue from the beginning, All I get is, "we're working on it." I call at least twice a week and have to leave a message and have only received two returned calls. The last one from a woman named ***** ************** about 2 week ago stating someone would be out by the end of the week to do the repairs. I'm still waiting. We can't use our sprinkler system for our front lawn but have to water manually. We have a gaping hole, see uploaded picture, that looks bad. No one else's grassy strip looks like this!

  Business Response

  Date: 06/17/2022

  We have spoken to this individual on many occasions regarding their concerns with the landscaping at their community; the landscaping service is selected and approved by the ***** of ********* of each community, Nova is not involved in the decision making regarding service providers within our communities. We have communicated the noted irrigation concern to the landscape team, Brightview Landscaping, though they have not addressed the issue following our communications. The ***** of this community has since terminated services with Brightview landscaping, and Nova has relayed the open service request to the new service provider. Weve spoken with the owner on this matter 8 times and reached out to the landscaper following each conversation.

  Customer Answer

  Date: 06/17/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the problem has been resolved and I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************