Complaints

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:05/19/2025

  Type:Product 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 respectfully submit this complaint regarding the handling of my homeowner account ********** by ********************** and *****************. Despite multiple written requests for transparency and documentation, my valid inquiries have been met with dismissive and unprofessional conduct.I am seeking your assistance to ensure compliance with applicable laws, regulations, and professional standards governing HOA management and consumer *************** Summary Homeowner: ***** ***** Property: ************************************************ (Account *****************: - May 14, 2025: Received email notice of past-due balances; no physical mail scan in **** Informed Delivery. - May 16, 2025: Management claimed letters already mailed. - May 17, 2025: **** tracking shows certified letters entered postal system (Tracking #**********************). - Multiple requests made for clarity on mailing dates, administrative fees, prior management charges, and policy basis. - Management responded dismissively, refusing to provide documentation or governing policies.Key Issues: 1. Misrepresentation of mailing dates and associated fees. 2. Lack of documentation for administrative charges carried over from prior management. 3. Denial of access to management policy authorizing additional fees. 4. Unprofessional and dismissive tone from management representative.

  Business Response

  Date: 05/20/2025

  We have communicated timely and frequently to this owner's concerns, and she continues to respond and restate her exact questions over and over even though they have already been answered. 

  The specific concern responses:

  **From an administrative and clerical perspective, it is often the case that when mail is processed it can be postdated a day or two after the email communication. Depending on the mail, it takes time to print, fold, stuff, and apply postage and if certified mail is required by state law, that processing simply takes a certain amount of time. It is not unusual or improper for post marks to be dated a few days after the initial date of the emailed (processed) communication. I have no other way to explain this simple, language that the homeowner may understand. Physical mailings take physical time that may cause a slight delay in a postmark date. 

  **Our company cannot explain the service fees of a prior management company. I have no other words in the English language to explain that. Asking over and over and over for our company to explain another company's fee schedule is impossible. We don't work for them. I might suggest that if this owner was so concerned about fees charged to her account OVER 6 MONTHS AGO she shouldn't have waited until now to ask questions about another company's fees.  You can't go into King ******* and demand they tell you why ******* charges an amount for milk!

  **Our fee schedule that the ********* has approved, is consistent with the charges that the State of Colorado provides for in ***** - the Colorado Common Interest Owners Act. There are fees that are only incurred by certain owners, in this case - collection actions when an owner has not paid their HOA assessments, that should only be charged directly to those owners. All other owners of an association are not required to pay for the poor behaviors of some owners whether it be by non-payment of their assessments or non-compliance of their HOA assessments. 

• Initial Complaint

  Date:05/05/2025

  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 am filling this complaint as a homeowner about the *********** that drafted an overpayment from my ****. Ive been trying to resolve the issue but calling the company directly but no one answers and I get no response from my emails. Ive called at least 10 times and left messages. The companys app fails and Im never able to report any issue. The *** fee is $375.00 and the company struggled to collect automatic payments for January and February. In March they drafted 4 payments totaling $1500 and charged us again in April. I would like to file a complaint because they are unresponsive and likely no one actually works in the office. I dont know what else to do.

  Business Response

  Date: 05/05/2025

  Our company went through a software change that caused an issue with owners who had set up Automatic Payments through the owner portal. As soon as we learned of the issue we began communicating (in mass) to all owners the situation and the anticipated resolution. Broadcast emails were sent to owners weekly on the status and anticipated timeline of the resolution.  The issue was that the new software portal had given credit to the owners on their HOA assessment account but not pulled the funds from their bank accounts. Because they "checked the box" that they were aware funds would be pulled from their bank accounts, when the software company finally repaired the glitch, we had to pull several months' worth of assessments in order for the accounts to balance correctly.  Again, multiple email updates were sent leading up to the resolution attempting to prepare owners for the larger than normal withdrawal from their bank accounts. This homeowner did call multiple times per day over a couple of days. We have since talked to this owner and followed up with emails on the resolution. We have apologized for the software glitch that was out of our control and apologized for the slight delay in response to her calls. As of today's date, there is no refund to provide as the account is properly balanced.