Complaints

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• Initial Complaint

  Date:05/09/2023

  Type:Product 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.

  4/12 - I received an email from ******************* at *** email that ****'s plumbing was going to be on the premises to perform a leak detection near units ******** 4/13 - I received an email that it appears to be a leak in the domestic water line. It is necessary to the plumber to dig to determine the source of leak. This was scheduled for 4/19 once ***** had more information she would contact me. The email also stated that if the leak was determined to be in a line that only services the home it is owners responsibility. 4/19 ****'s plumbing was making the repair. After the repair was made I was told this repair is my responsibility. I received a bill for $4,013.11. The problem I am having is I was never notified that the repair was my line, no pictures, what proof do they have that it is only my line? I did not receive a proposal, I did not approve this repair or I was not given an opportunity to seek other prices. This bill has put me in a financial bind. ***** told me to go to the next board meeting to make payment arrangements which is scheduled for 5/16. 5/6 - I received an email confirmation for $4,235.11 through the *** portal. How dare they try to push this unauthorized withdrawal from my back account through their online portal without my approval or even speaking to me. 5/8 - I received a notification from my bank to approve or decline the charge. I asked ***** where in the rules did she have the authority to approve this repair on my behalf? She never responded to my email. I asked ******************** who approved this repair because I am the owner and I did not approve this repair. He said ******************* or *********************** and that is all the approval he needed to move forward with the repair.

  

  Business Response

  Date: 05/11/2023

  Hello,
  
  On 4/13/23, he homeowners of units #1 & #2 were notified via email of the possibility that the repair to a leak in a domestic water line may be their responsibility. Management cited the applicable language from the CC&Rs.  In the email management noted that the repair was scheduled for 4/19/23 and once management had more information as to the location management would follow up with the homeowners.  Management did not receive a response from the homeowner of unit #2 (*************************), however the owner of unit #1 responded stating, Thank you *****. Please keep ** posted.  Several subsequent email notices and reminders regarding the repair went out to the entire Community as it involved shutting the water off. 
  
  On 4/19/23, management received a voicemail and email from ******* asking if the repair was her responsibility.  ******************* had just completed the repair and determined that the leak was in a line that services unit #2 and per the Association CC&Rs the repair is owner responsibility.  Management returned Juanitas phone call and notified her that costs of the repair were her responsibility. ******* did not dispute the charges but asked how much the charges were and if she could make payments.  She said she did not have the money to pay for a costly repair and she was upset, which is understandable.  Management advised ******* that we did not have the Invoice yet but that as soon as we received it we would forward a copy to her.  ******* pressed ** as to how much the repair was and asked how much other recent repairs to domestic water lines had been.  Management informed ******* that we had no way to determine what the costs of her repair were until we received the invoice, however the recent similar repairs ranged between 3-4K.  Management advised that she attend the next BOD meeting on May 16th to discuss a payment plan with the Board in an Executive Session where her information would remain confidential. 
  
  4/19/23: ******* sent management an email stating if she knew she was responsible for the repair she would have asked for a second opinion and had her Plumber make the repairs.
  
  4/20/23: Management responded to ******* stating that the repair was urgent as the entire community shares the costs of water.  The repair required digging (through asphalt) to determine the source and location of the leak in order to repair it.  The repair required the City to shut the water off to the entire community. The repair was not something that could wait for a quote it was an immediate repair. 
  
  4/28/23: Management received the Invoice from ******************* and forwarded a copy to ******* with a reminder to please plan to attend the next BOD meeting to discuss her requested payment plan with the Board. 
  
  4/28/23: Management received a response from ******* in which she stated she was never told the leak was for her unit and she disputed the charges stating she should have been provided an opportunity to contact her Plumber for the repair or approve a quote before the repair was made. ******* stated that the repair was made without her approval.
  

  Management was acting in accordance with the association governing documents regarding repairs to a leak in a domestic water line. As this repair was an emergency, the association plumber was contacted to make the repairs. As a result of the repair it was determined that the leak was in a line that services unit #2 and per the Association CC&Rs the repair is owner responsibility. Based on the association governing documents the cost of the repair was placed on the homeowner's account. The homeowner has authorized via the homeowner portal auto-payment service to pay her balance in full on the 6th of each month. This was set-up by the homeowner of which management has no control over.

  Customer Answer

  Date: 05/14/2023

  I am rejecting this response because: I have asked a couple of times where does it say in the CC&R's that you can authorize these types of repairs without the owner's approval? Also, my account was charged $4,235.11 through your portal and my monthly dues of $222.00 was the only thing that should have been deducted for the month of May 7, 2023. All financial intuitions I work with, will always send me a notification for approval for any additional charges I may have. I know it's illegal taking money out of my account I did not authorize. I asked *********************** to provide me with pictures regarding the plumbing. PG&E has been digging also in this area for a while and what if they did something that caused this issue.
  

  

  Business Response

  Date: 05/19/2023

  Please see the attached copy of the related excerpts from the ********************* CC&Rs.  Please also see a copy attached of the initial email that was sent to ************************* 6-days prior to the repair. The email contains the applicable CC&R language.  We have also provided a paragraph from the Association CC&Rs that states the policy regarding emergency repairs.  Lastly, we have attached an image from the homeowners portal, where the homeowner has her account scheduled to pay her balance in full. This cannot be done by ********* and can only be setup by the owner. The ledger shows when the emergency repair was added to her account 15 days after the initial email and 9 days after the repair was completed.

  Customer Answer

  Date: 05/21/2023

   
  Better Business Bureau:
  
  Last week I attended the *** meeting and they explained the situation and they provided me with photos. They are working with me and they gave me 3 years to pay the entire balance off.