ComplaintsforHomeowners Management Company, LLC

• Initial Complaint

  06/12/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Before company office moved from ******* to ********, my tenant *********************** requested a Laundry key and as the property owner I paid for the key $25. It was scheduled in office pick up, but Homeowners Management Company decided to mail the key to Tenant. Key never been delivered and she contacted Association regarding this matter. Association asked Owner to pay for the key again $25 and also recommended to contact **** regarding undelivered key. FYI : only Sender must contact **** to get reimbursed for undelivered item and owner should not pay for the keys again.Per communication with Office: Company Manager should call me, but no contact has been made.

  Business response

  06/13/2024

  Dear **********************,
  

  I hope this message finds you well.
  

  First and foremost, I want to express my sincere gratitude for bringing the recent key delivery matter to my attention. I deeply apologize for the inconvenience and frustration caused to you and your tenant as a result of this challenging situation. It is clear that our response did not meet the standards of service excellence that we strive to uphold at HMC, and for that, I take full responsibility. Upon reviewing the situation, it has become apparent that our customer care team's recommendation lacked the necessary solution-oriented approach. While HMC acts as the agent of service with limited independent authority on behalf of the Ygnacio Gardens HOA, there exists a standard protocol for situations where the delivery of an association key is unsuccessful. This protocol dictates that HMC should escalate the owner's request to the ***** of ********* for approval. Unfortunately, there was a missed opportunity to follow this procedure in your case, and for that, I apologize.
  

  I have taken immediate action to address this issue internally. This incident will serve as a valuable training exercise for our team to learn from and grow. Rest assured that we are committed to better navigating similar requests in the future.
  

  To rectify the situation, I have instructed our care team to refund the $25 fee associated with the key delivery service. I understand that a team member has already been in touch with you today, June 13th, to provide you with an update on our efforts to coordinate the key drop-off to your tenant. Additionally, I would like to inform you that HMC will no longer serve as the managing agent for *************** as of June 30th. Therefore, I recommend expediting the coordination of the key drop-off to ensure a smooth transition.
  

  Once again, I offer my sincerest apologies for the subpar experience you encountered. I hope that the steps we have taken to address the issue and provide a solution meet your expectations. If there is anything else I can personally assist you with, please do not hesitate to contact me directly at ********************************.

  Customer response

  06/20/2024

  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

  01/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My name is *************************** and I am the owner of 709 **************** in *********. I just received a Foreclosure notification from ***********************. I am sending three copiesof this letter. One is to *********************** with a cashier check for up-to-date *** payments, plus two extra month's and late fees ($3,542.42). The other two copies are being sent to Town Square Townhouses and the ************************* Recently, and in the past, I have unsuccessfully tried to get an auto pay with Town Square Townhouses to pay my ***. ***** Fargo showed me that my original auto pay still exists and has never been cancelled.The *** has changed their banks for auto pay of payments a few times. In 2020 ******** (President and owner of ********************** found that the *** had changed banks and my auto pay was cancelled by the ***. At that time, ** had all fees and lien threats to me cancelled. Today, January 2, ****, *******, the Bank manager at ***** Fargo, Sonora, tried to make sense of the ***'s website. She could not. ******* called *********************** (collection *** and finally received an answer. They answered because of her clout as a Bank Manager. ******** at ***********************, and ******* at ***** Fargo, were the only people who showed honesty. I have sent many payments to the *** and received bank returned fees, which make my payments and fees late then become more compounded and more late. So, by the *** not accepting payments they can continue to add more fees and further compound the owed amount. I would like the name and address of the actual *** that will accept, acknowledge and help with my auto payment. Then these ridiculous fees will not occur. If the *** would have called me, no issues would have occurred.

  Business response

  01/12/2024

  Dear ******************,

  Thank you for reaching out to Homeowners Management Company with your association assessment concerns.  After reviewing your account, it is our understanding that you set up autopay with your association bank, ********************* for monthly assessment payments to begin in August 2023. The first payment came in on August 1, 2023, and was voided due to the bank stating, No Account/Unable to Locate Account. This proceeded to happen every month from August through December 2023. You were mailed a Delinquent Balance Reminder (first notice), on August 16, 2023, a Second Notice on September 15, 2023, and a Final Notice on October 16, 2023, to the address you provided your association. Each notice consisted of a statement of account that included a note at the top notifying you that the account was past due.

  Per your associations Delinquency Policy, On or about the 46th day after a payment is due, a 30-day Pre-Lien Notice will be prepared and sent, by certified mail, to the delinquent record owner(s) at the owners last mailing address provided to the Association.. When no payment or communication was received after the three notices were mailed, the account was submitted to your association's 3rd party collections agency, *********************** (***) on December 20, 2023.  At which point, *** proceeded to mail you a pre-lien notice.

  Homeowners Management Company reached out to ******************** to confirm which account number they were unable to locate. The associations bank confirmed that your personal bank account number was entered incorrectly when you initially set up your autopay.  Please note that when you login to the associations web portal to make a payment or set-up autopay online, you are automatically redirected to the associations bank website/portal. Homeowners Management Company nor your association has access or the ability to edit your account or payment options for security reasons.

  For next steps, it is recommended that you verify your balance due with *** and then login to your association portal to correct your bank account information.  These 2 actions should position you for success with your reoccurring monthly assessment payments to your association.  Additionally, you may also work with *** to request a formal waiver of any associated fees that you feel you are ***********.  *** will send Homeowners Management Company the waiver request for your association ***** of ********* to review at the next duly noticed meeting.  

  Best of luck to you *******************  

  Sincerely,

  Homeowners Management Company

• Initial Complaint

  07/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Homeowners Management Company (HMC) was our ***'s management company from October 2020 until we parted ways with them on December 31, 2021. For the entire year of 2021, HMC overcharged the *** in monthly management fees. HMC has acknowledged the overcharge and calculated a refund owed to the *** of $1,044.00.Despite several requests during the past 3 months for the reimbursement check, the *** has not been issued a check from HMC for the overcharge. HMC also has not provided minutes that they were contractually obligated to turn over despite requests from myself and the *** attorney.************************* Reliez Valley **************************** President

  Business response

  07/26/2022

  Hello Shaida,

  
  
  We apologize for the inconvenience and for the delay in providing the management fee refund check for $1,044.
  
  Your current management company informed HMC on Wednesday July 20th that this check had not been received.
  
  This check was reissued and mailed out on Monday, July 25th.  Your current management company was provided with the new check #.
  
  Additionally,all remaining meeting minutes were provided to your current management company on Thursday, July 21st.
  
  With the completion of the above-mentioned actions, HMC has now satisfied the Production of Records, and Repayment as memorialized on the ***** Stirling demand letter dated April 19, 2022.

  
  
  Thank you for your long-standing patience and we wish you and the community the best.

  
  
  Sincerely,

  
  
  Vim *******, CMCA
  Chief Executive ************************************************************************** 94520
  Phone: *************
  E-mail: ********************************
  www.hmcpm.com

  Customer response

  07/27/2022

   
  Complaint: 17598093
  
  I am rejecting this response because:

  ****************** is untruthful in his assertion that the outstanding check was reissued.  In fact, in an email to our current management company on July 21, 2022 (attached) ****************** confirmed that the check  had never been issued.  The check has yet to be received by our new management company.

  ****************** also states that all remaining minutes have been provided which they have not.  The following documents are still outstanding:

  Minutes:

  
   January 19, 2021 executive session meeting minutes 
   May 3, 2021 executive session meeting minutes 
   August 2, 2021 special meeting minutes 
   August 2, 2021 executive session meeting minutes 
   August 19, 2021 regular meeting minutes  (draft minutes were provided on 07-21-22 with noted corrections, but not the final approved minutes)
  
  
  Agendas:

   August 2, 2021 special meeting 
  September 30, 2021 executive session (minutes were provided 07-21-22, not the agenda)

   

  HMC has not satisfied the demand letter received from our legal counsel.  Nor should we have had to spend thousands of dollars to have HMC comply with their legal contract with our HOA, which they still have not fulfilled almost 8 months later.

   

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

  Business response

  08/02/2022

  Dear Shaida,
  
  I apologize for any confusion that was caused by stating the check in question was reissued.  I did not intend to infer there was a previous issuance, nor did I intend to be untruthful. 
  
  There was a previous check issue attempt that was unsuccessful due to an internal process issue.  However, I agree with you that stating the check was issued is the correct statement. 
  
  Again, my apologies for the word choice. 
  
  I am glad to hear the check was received on Wednesday July 27th.  Thank you again for your long-standing patience. 
  
  Lastly, I stand corrected on the missing items.  Current Management confirmed the following five (5) items are still missing:
  
  January 19, 2021 Executive Session Meeting Minutes
  May 3, 2021 Executive Session Meeting Minutes
  August 2, 2021 Special Meeting Minutes
  August 2, 2021 Executive Session Meeting Minutes
  August 2, 2021 Special Meeting Agenda
  
  I will work on locating these missing items and forward to current management by August 12th.
  
  Thank you,
  
  Vim *******

  Customer response

  08/05/2022

   
  Complaint: 17598093
  
  I am rejecting this response because:  The proposed date of August 12, 2022 to provide the missing documents is further out than the 5 days I have to accept the response.  Given ****************** claimed they had already provided the missing documents and now acknowledges HMC did not, I am not ******************* the case until the documents are actually received.

   

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

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in a townhouse with the mention company is our HOA management company. We have not had a mailbox for about a month now, we have to go to post office to pick up our mail. I spoke with the management company and was told they are reviewing bids for a new mailbox and they have no ETA on when we will get one. The post office will not deliver due to theft, someone has the master keys according to post office and our mail was being stolen, so post office told management company they had to replace mailbox before they will start delivering. There seems to be no sense of urgency on fixing the issue. The mail theft problem has been happening for about 3 months and I feel they have a fiduciary duty to provide us a working mailbox. They claim to have notified owners, but I never received any notice from them, my Neighbor informed me of issue with mail not being delivered and when I asked for proof they informed and which communication they used they have not provided with anything.

  Business response

  02/01/2022

  Dear **************

  
  
  Thank you for sharing your concerns regarding the mailbox situation at Campo Verde ***.
  

  
  I am truly sorry that you and other members of the *** have been experiencing these issues for several months. 

  
  
  Though we have only had the privilege of managing your community since January 1, 2022, we are working closely with your ***** of ********* to expeditiously resolve this matter.

  
  
  I appreciate and understand that it is a significant inconvenience to drive to the post office to retrieve your mail.  I can assure you that this is the top priority for your *** *****. 

  
  
  On January 3, 2022, your ***** of ********* informed Management that there had been reports of mail theft in the community.

  
  
  On January 4, 2022, Management sent a broadcast email to identify impacted members of the ***.

  
  
  On January 4, 2022, your ***** President went to the postmaster to ask to change the master locks due to increased theft activity.  

  
  
  On January 11, 2022, Management sent another broadcast communication to inform the *** members that the post office would hold mail at the local post office until they replaced the master locks. 

  
  
  On January 17, 2022, the postmaster informed the ***** of ******** they would not be changing the master locks.  Instead, they directed the *** to replace the mailboxes completely before the post office would resume regular service. 

  
  
  This was an unexpected and unfortunate turn of events.

  
  
  On January 26, 2022, Management visited the post office to discuss options to expedite a solution.

  
  
  Management learned that due to master keys to other mailboxes in the *************** being lost, the postmaster would not budge on their directive to require your *** replace their mailboxes.

  
  
  On January 27, 2022, Management sent a broadcast message to update all the members.

  
  
  To make sure this update was visible to everyone; your *** ***** posted the update notice on the mailbox enclosure as well.

  
  
  I understand there is some ambiguity around whether the broadcast messages were received on your end.  According to the software metrics, it does show as successfully sent/received. 

  
  
  I am sorry that you did not receive it.  I assure you this was not intentional.  Occasionally, these electronic transmissions can end up in a SPAM folder. 

  
  
  On January 25, 2022, Management shared the screenshots from the communication broadcast tool to you by email.

  
  
  Your ***s CC&Rs require the ***** of ********* to obtain multiple proposals for capital expenditures.  On January 17, 2022 Management reached out to general contractors to obtain these proposals.

  
  
  Due to the urgency, a rush response was requested.

  
  
  Since this qualifies as an unforeseen situation, civil code allows your ***** to conduct an Emergency Meeting to approve a proposal.

  
  
  Once the ***** approves a proposal, Management will request another rush for the mailbox order and subsequent installation. 

  
  
  As soon as this timeline comes to fruition, Management will update the members on next steps.

  
  
  Unfortunately, this is a situation that is out of your ***s control and purview.  The postmaster has chosen to put your *** in a challenging position.

  
  
  As a result, you and the other impacted members of the community will need to continue picking up mail at the local post office on Lakeside Dr.

  
  
  Again, I am terribly sorry for the inconvenience and that your initial experience with Homeowners Management Company has not been positive.

  
  
  We always welcome the feedback to improve and appreciate you providing this opportunity to make your future experiences better.

  
  
  Your *** ***** and Management will continue to provide timely updates both my broadcast communication and onsite notices for clear transparency.

  
  
  I welcome the opportunity to speak with your directly if you have any other questions/concerns on this matter or any *** matter.

  
  
  Thank you for your continued patience while we navigate through the remaining process steps.
  

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