ComplaintsforNavigate Community Management

• Initial Complaint

  06/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 26, 2023 my husband and I entered into a purchase and sale agreement to sell our home at *************************************************************. Our residence is located in The Commons at ******* COA and managed by Navigate Community Management, owner *************************. Our sale agreement called for the Resale Certificate to be delivered to the buyer in 10 days. On May 2, 2023 I paid $316.95 for Navigate (through ************) to order the certificate. After speaking with our escrow, Chicago Title, they said they have had a lot of trouble with Navigates performance with other clients. With that knowledge, on May 3, 2023 I paid $139.95 to rush the order. The sale closing date was May 31, 2023. I received a frantic call from Chicago Title on Thursday, May 24, 2023 stating that Navigate had not given them the Resale Demand Note and we could not close on the closing date without it. They called Navigate with no response. On May 24, 2023 we paid another $461.95 to ************ to get the Demand and added a rush on the order. Chicago Title finally received the Resale Demand Note but it had the wrong association name. That was finally corrected. In total, my husband and I paid $918.85 for a Resale Certificate. **************** law RCW 64.34.425 states: a resale certificate *** not exceed $275.I emailed my concern over the excess charges to Navigate owner, *************************, and he said he would make no effort to reimburse. I am requesting a refund of the excess amount paid of $503.85 from Navigate Community Management. The Resale Certificate of $275 plus the $140 rush charge accounts should be a charge of $415 only. Navigate charged me $918.85, so a reimbursement of $503.85 is due.Please investigate Navigate Community Management. Holding people hostage at a stressful and vulnerable time during a real estate closing transaction is outrageous.

  Business response

  06/05/2023

  Response to BBB Complaint *********
  
  
  Closing and transfer/set up fees are customs in the Community Association industry. A home or unit that is part of a Common Interest Community (which includes HOAs, *********************************** will require a certain set of documents and fees, which are either paid in advance or at closing.
  
  Our office processes all requests for documents through ************, a software provider for closing documents for communities. All orders are placed by either the homeowner, the agent or the title company. Orders are processed only once they are paid and the entire ordering system is under the control of the homeowner, title company or agent.
  
  1)    Resale Certificate: in some Associations, the seller is required to obtain a Resale Certificate and provide it to the buyer. The resale certificate is comprised of a set of documents that we, as a management company, are required to complete and perform for each individual unit/home being sold within the Association. The resale certificate includes several documents (governing documents, current and updated financial information, legal information, meeting minutes, rules and regulations, etc). The resale certificate informs the prospective buyer of the financial and legal health of the Association at large and provides other documents for review. This document needs to be updated for every sale. The Resale certificate is required by State Law for all ***********************s created before July 1st, 2018 and for all communities (including HOAs) created after July 1st, 2018.
  
  ********************* lives in a *********************** and is required to provide a Resale Certificate to the buyer. We charge $275 for the resale certificate. Pursuant to State law, we have 10 days to issue the resale certificate. The order was placed Order Placed by *************************** on 05-02-2023 at 16:14 PST.
  
  According to *********, she received information from ******* Title that we hold documents, which is incorrect. We abide by the 10 days requirements. ********************* did not contact us to verify the information and added a rush fee to receive the resale certificate. ********************* added a rush fee on 05-03-2023 with a delivery of one business day. The resale certificate was delivery on 05-04-2023
  Resale certificate: $275 per State law
  Online payment processing fee & delivery fee (charged by ************): $41.95
  
  The rush fee was added by ********************** herself without contacting **. We processed the resale certificate within the timeline required.
  
  2) Resale Demand (also known as pay-off letter)
  A resale demand is required for every sale. The resale demand is a legal document required by the escrow/title company and provides the financial information about a specific unit for the closing. It is different than a resale certificate. In other words, this document notifies the escrow/title company if a special assessment is due at closing, if there is a past due balance due to the Association, if there are violations on the unit, who is the insurance agent, what are the dues for the buyer and their frequency, etc. The document is specific to each unit and required for closing.  Per the management agreement with the community, homeowners are required to pay a fee to obtain the resale demand for the closing of their home/unit.
  
  The order was placed by the title company of **********************. Its ******* Title who placed the order for the incorrect association (not our office issuing the letter with the wrong name). A copy of the order statement and internal activity log is attached to this response showing ********************* as requestor.
  
  
  
  ********************* requested a 1 day rush fee. Again, that is entirely at the discretion of the requestor. Chicago Title submitted the request on 5/24 and it would have a 10 day delivery schedule (by default).
  
  Resale demand: $115 (there is no state law placing a limit on the resale demand), however our costs are pretty low compared to the rest of the industry.
  Online payment processing fee & delivery fee (charged by ************): $41.95
  Rush fee $130 (requested by Chicago Title)
  
  
  
  3) Transfer/closing fees:
  The transfer fees cover the expenses and time related to the transfer of the unit between the seller and buyer. It covers reviewing and following up with the escrow/title documents before and after the closing, closing and opening the seller/buyers accounts in the Associations accounting, filing and archiving documents in the Association's records and verifying county records after the transaction. These fees are customary in the industry and we split the transfer fee between the seller and the buyer.
  
  The transfer fee from the seller is paid by the seller with the resale demand order. The buyer pays the fee at closing.
  
  
  Conclusion:
  
  All the fees charged by our office were done pursuant to the management agreement between the community and Navigate Community Management. The rush fees were added by the ********************** and by the ********************** No refund will be issued.
  
  

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I got a mail from Navigate community management, which was dated on 3/13, said that I got a fine of $100 from violating the *** rule Storage shall not be permitted under decks or overhangs or anywhere else on any Lot which is visible from any point outside the Lot. It says that its a third notice. But I have never got the first 2 notices. And on 3/13, I already cleaned up the stuff on my front porch. The notice was sent out after I cleaned up my porch. And I was not using the porch as storage. I had my deck fixed so I just temporarily put pots and grills on the porch. Navigate community management company has very bad communication skills. They dont care if the customers really get their notice or not. They never communicated with me directly. All they care is to collect money so it shows they are working. I would suggest my *** to fire this company.

  Customer response

  04/05/2023

  Hi, there,
  
    Regarding my complaint ID ******** filed on 3/28/2023 about Navigate community company, the issue was resolved. The company waived my fine of $100 for the third notice. But I was still charged $50 for missing their second notice. Please close the case. BTW, the Navigate community company seems not to have received your message. Thanks.
  
  
  
  Best,
  *********************
  ************
  

  
  

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