ComplaintsforPremier Residential Management Company

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  contacted *** many times since last year and they absolutely refuse to clean up my pond . my pet became ill recently and they have not so far cleaned up nor taken care of my requests. the pond behind my home is filthy has a stench and has things floating on top of it . my dues are going to them for a profit and they are not doing their job as promised . this has become a health concern.

  Business response

  09/27/2024

  I would have to respectfully disagree with this owners assessment of the circumstances. She has contacted our office on numerous occasions for multiple reasons over the years. Complaints against her neighbors, pond maintenance, etc. Specifically regarding the pond behind her home. This is a common element, not her personal pond and the Association maintains all ponds within the community as they have since development over 25 years ago with licensed professionals that are specialized in managing the ecological health of the ponds. The owner was provided with a copy of the contract that the Association is engaged in for these services as well as copies of service inspection reports from each visit. She was also provided a response from the owner of the pond company explaining the details that attribute to the ponds condition and the overall ecological health. All treatments are being provided per the contract and as recommended by the Associations contractor. Regarding her dues, these are payable to the Association not Premier Residential Management Company and the Association is Not for ******************, so they are not making money on dues. The dues cover all Association operating and reserve expenditures and funding in a fiscal year. Owners are legally obligated to pay assessment per their Declaration. 

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business blatantly violates the rules set forth by a homeowners association and forces residents to pay them for permission when none is required according to the rules. They have since engaged in harassing behavior, making baseless complaints to the Village of **********.

  Customer response

  05/29/2024

  Premier Residential Management misinterpreted the *** rules and charged me a $25 fee to review an application to fix my driveway. The rules do not require approval from the management company as long as the driveway is not being changed with regard to size, shape, design, or color. I have requested they refund the $25 fee that the improperly forced me to pay. 

  Business response

  05/30/2024

  This owner reached out directly to the Village of ********** for a permit to replace his driveway, We work closely with the Village and they also require an approval letter from the Association to ensure the owners are following the Declarations and rules and regulations. The Village then reached out to our office on May 22, 2024 to confirm that approval is needed and they were told yes. This is per the Associations rules and regulations as well as their Declarations. The owner then called our office to debate the issue stating that we were misinterpreting the rules. He was also not happy that the Association charges a fee of $25.00 for the review of their application. He was told the process and provided and application to complete. While this owner was on the phone with my employee he also mentioned that he replaced his roof and didn't need approval. This is also not correct. Roof replacements require approval. We were not aware of this replacement until the owner mentioned this on the phone. The Village then sent out their building inspector to confirm that he in fact did replace his roof without a permit or Association approval. While a separate issue, he is interpreting the rules as he sees. This issue was also discussed with the Associations legal counsel and they also confirmed a driveway replacement indeed requires Association approval. I am sorry that this owner doesn't agree with the process, but we do not make the Association rules, we are hired to enforce their rules and governing documents, 

  Customer response

  06/01/2024

   
  Complaint: 21773424
  
  I am rejecting this response because:
  

  The company is incorrect in interpreting the rules set forth by the association. Please see the attached images and descriptions below. 
  

  Driveways:
  Section ***** (a) (1) states: ARC approval is required prior to the installation of new or the modification of existing driveways or walkways. 

  -A new driveway is not being constructed. The existing driveway is being repaired by replacing asphalt. The existing driveways shape, size, design, color, or material is not being changed or modified.

  Section ***** (c)(1) states: Sealcoating and routine maintenance on any existing drive or walk does not require prior ARC approval.

  - This driveway is 21 years old. Routine maintenance for a driveway of this age may include repairing/replacing the asphalt.

   

  Roofing:

  Section ***** is abundantly clear as it states ARC approval is required prior to changing the color or material of exterior elements of the house such as but not limited to: siding, trim, doors, roof, brickwork, etc IF the proposed color or material is substantially different from the original color or material scheme of the house.

  -I dont know if this section could be anymore clear. When selecting the replacement roof, I ensured the color was nearly identical to the previous color. The material is exactly the same. Therefore, the approval by the association is not needed and not subject to review or a $25 fee. The roof was replaced over 4 years ago. 

  This company had no business contacting the building department in this  case to check permitting as it was not subject to their approval. In this situation, the contractor used to replace the roof assured that all permitting was completed. The contractor is currently working to locate a copy of said permit if it exists. This project was completed during Covid, so it is entirely possible that there was an oversight. If a permit does not exist, the contractor will be held responsible. I have been working with the Village to make sure this is rectified immediately. They did mention that the contractors company has a good reputation and it is unlike them to not obtain a permit. The Village has been very helpful and pointed out that proper permits have been obtained for every other project completed on my property. If a permit needs to be obtained for the roof, they assured me that it will be no problem to retroactively issue one.

  Regarding the roofing matter, Id like ********************************************* to understand that their approval is not needed and I expect no further push back from them and no fees or fines be issued should the contractor need to retroactively obtain a permit.

  Regarding the driveway issue, which is the main issue at hand:

  Id respectfully request that Premier Management and the BBB review the attached rules and agree that driveway repair is not subject to their $25 fee or approval. Please refund my $25 fee. Please contact the Village of ********** and advise them that homeowners do not need HOA approval for driveway repairs such as these as long as the repairs do not change the existing size, shape, design, color, or construction material so that I may be issued a Village Permit to repair my driveway.

  I have also made numerous requests to speak with or meet with members of the ****************************** as stated in the rules and regulations. These requests have been ignored by Premier Management.

  Thank you for your time and consideration.

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

  Business response

  06/04/2024

  This homeowner misunderstands our role as the Associations Property Management Company, including our authority to act on behalf of the Association. His complaints all relate to policies of the Association, not our office. In addition, his interpretation of the Associations governing documents differs from that of the ****************** of *********.
  
  As a property management company, we are an agent of the Association and take our direction from the ****************** of **************** We do not make decisions for the ***** or on its behalf. We do not act without the approval and direction of the ***** of ********** including in the matters being complained of.
  
  The ***** of ********* of The ********************************** serves as the Associations ****************************** and its interpretation of the Associations recorded Declaration is that approval is needed prior to resurfacing a driveway. This is the *****s determination and decision and our role to communicate it to the homeowner. The $25.00 fee being complained of is an application processing fee specifically required by Section 9.05 (d)(2) of the Associations Rules.  It is charged by and payable to The **********************************. It is not our fee and we have no authority to waive it.
  
  Finally, because this homeowner is complaining about the policies and procedures of the Association, which are not matters we have authority over, we believe his complaints against our company have no merit and should be closed.  
  
  Thank you.

  Customer response

  06/12/2024

   
  Complaint: 21773424
  
  I am rejecting this response because:
  

  The business once again fails to follow the rules that are set forth by the board and incorrectly interprets them. The is again shown by their refusal to allow any contact with members of the board.  The rules clearly state that I am entitled to a meeting with the board to discuss these issues. Yet, ****** believes otherwise.

  This company continues to violate the rules and continues to charge myself and other homeowners for repair projects that are not subject to approval by them or the board.

  This is not a case of difference in interpretation in the rules. The rules are very clear and the business is choosing not to acknowledge that they and/or the association has likely been improperly charging homeowners for quite some time since they have acknowledged they are an agent of the association.

  I am not asking for all homeowners to be refunded for these improperly assessed fees. That would be the responsibility of the individual homeowners. I am simply asking for this business to follow the rules and refund my improperly assessed fees.

  Thank you for your consideration.

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

*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. ↩