Complaints

This profile includes complaints for Advance HOA Management, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Advance HOA Management, Inc.

  3600 S Yosemite St Ste 400 Denver, CO 80237-1816

  
• 

  Advance HOA Management, Inc.

  10385 Westmoor Dr Ste 320 Westminster, CO 80021-2770

  

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:07/15/2024

  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.

  Over this past weekend I sent in four to five separate work orders that needed to be put in. I had followed all the instructions to make sure that these were submitted and sent them to the client services email. This email over the past 3 years has historically ignored work orders to my home. Of which a discrimination lawsuit is currently being investigated as I put together a trail of history and neglect. These work orders include light bulbs that are out throughout the community, broken sprinklers that were never turned on the beginning of the Season that has resulted in only my grass being affected, not sure if this was done on purpose but that's going to be placed in my lawsuit, but I don't have sprinklers that are working. The handyman that probably an illegally because he's related to a board member never fixed one of these three sprinklers that are broken correctly and it hasn't been turned on. The building across from me is literally rotting away and my neighbors were ignored regarding that so we have reached out to the county regarding that. I asked client services over the weekend and then again on Monday to send me a copy of all of the work orders that I asked to be submitted over the weekend and I was ignored. My neighbor submitted one today and *************** immediately replied back within 1 hour and 30 minutes. Isn't that interesting. Please also have the handyman or ***************** clean up between the sheds. Kids are playing outside here and there are very dangerous Stones cones that were being thrown around buckets being laid around and here's a photo. There is plenty of room in the shed to put this stuff away and to clean up after at the board members husband is done

  Customer Answer

  Date: 07/17/2024

  The name of the *** is ********************** located in ***************. I do not know the names of the board of directors except one of them. *************************.  Board president is ****

  This complaint is aimed at the property management company who I have been sending the work orders to and they have ignored me. I have four or five work orders that I sent in between Friday and Monday and all have been ignored. I need the requested information or I will be subpoena for it. I went through the proper channels presented by the management company. They are the ones that put in the work orders

  

  Business Response

  Date: 07/22/2024

  ******

  This has been sent to the ********* of Directors and they have since forwarded to the Associations attorney for a response.  

  Sky ********

  President

  Advance HOA Management

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21994562
  
  I am rejecting this response because: this is not a response that warrants a response and a waste of time and money on the communities and my money from an attorney. This is such an easy fix. You guys just can't seem to do your job. We shouldn't have to live like this and my photos show that. This is a safety hazard and something that should be fixed and addressed immediately. We had Kids on the  cinder blocks yesterday. This is not safe. 

  stop wasting our money and sending this to an attorney. The board of directors need to know that I have alerted the county and I have an open complaint with the ****. That is a waste and Ill responsibility of money what they have done to this community and spending our funds frivolously when there are Landscaping problems there are dead grass there is broken sprinkler heads there are lights that are out in the breezeways and we are spending our money on an attorney to respond on something that should be taken care of by you and them.  Irresponsible!!  On both your parts. And it will be brought up at the next board meeting. My next step is a lawsuit

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

  

  Business Response

  Date: 08/01/2024

  Using the attorney is the perogative of the Board of Directors due to your continued harrassment of the board, maintenance staff, and managing agent.  

  Advance HOA Management

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 21994562
  
  I am rejecting this response because:

   

  It is not considered harassment when I don't have working water, there are safety issues, that you are discriminating against my wife and I for. I pay to live here I don't pay to be discriminated against so on Friday I'm going down to the courthouse. You guys have discriminated against me enough you guys have left a wasp nest in my and above my garage, it is not harassment when you guys are expected to do your job. This is misuse of funds. And everybody in the community is going to get copies of what you guys have done to waste our money because you guys won't put in work orders correctly on stuff that I'm entitled to!!

   

  **** has also been contacted and will be performing an investigation on this board. Please provide me all and this is legal and this is owed to me all first and last names of board members so I can name them in the lawsuit. I will be naming Sky the owner of advanced HOA in the lawsuit as well but you need to provide me this information. I have nine outstanding work orders that you guys have not put in just for the record. You are discriminating against us because we are white and conservative. We pay to be here and we pay into a service that you are supposed to provide and you guys are not. And now my grass is dead and the sprinklers are broken and I have lights out in three of the buildings. This is all going to fall on poor management
  
  Sincerely,
  
  **************

  

  Business Response

  Date: 08/21/2024

  The wasp's nest have been addressed as have the lightbulbs.  Work orders for potential broken irrigation lines or valves are being sent to ****** for reapir as recieved.  A majority of the brown spots you are noting are from dog urine.  Per the Board you are invited to attend the board meetings to address any other concerns.  All work order requests are being reviewed by the board for approval for addressing.

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 21994562
  
  I am rejecting this response because:

  thank you for finally getting back to us. Nobody from your company ever communicated that our work orders were received. That isn't acceptable but we are glad they finally were addressed after over a month of putting them in. My wife is allergic to the wasp nest and could have cost her life because we were ignored. 

  Outside building 9047 dead grass has looked like this 7 plus years. While other buildings for example near ***** a Board member, receive 2 to 3 brand new sheets/slabs of grass.  While ours is the "ugliest in the community "  This absolutely is not signs of dog urine. One spot is, but the pics of patches dead and destroyed are due to poor maintenance and lack of water that was failed to be fixed when brought to your attention.   Also keesen prematurely chopped  2 shrubs in that same area in the fall in preparation for winter. They both are ruined because of their team and now we have the worst grass patch and 2 dead headed shrubs that grew nice and tall in the summer and fall for 13 years. This also needs to be fixed and replaced. 

  It does not seem appropriate or fair to not have working water, that was reported many times for addressing that assisted in the rapid decline and destroying of a quarter of the grass patch.   There are three dogs in this cube of homes and only one of the neighbors dogs uses it sometimes. This is a 7 year problem that needs addressing. It's a cheap fix and we have definitely paid for it to be repaired while other board members get sods of new grass?? Seems unreasonable especially when we contacted you before it became a real problem. 

  If we can get keesen to replace the 2 shrubs (the plants that grow very tall in summer and fall) that they ruined that would be appreciated. I have photos that this is not what it looked like prior years and that negligence caused this. 

  A ***************************** realtor was here last month showing a unit across from me, and notated to the young couple pointing out the poor landscaping on the side of 9039, in front of 9039 (has several dead shrubs) the rotting posts, then the grass plot in front of 9047 and she said to the potential client " this could use some better upkeep with their all the dead grass and bushes"  She was right. 

  I look forward to seeing ****** address the broken sprinklers over here- it's been over a month since it was reported to you, and also them replacing the 2 tall shrubs they ruined, and asking the board to do the right thing and look at what awful sad shape the grass has been in 7 years now and see if we can get it to fill in and grow and get water to it. 

  We also have some dead areas near the e. Side of 9039 I reported and the broken sprinkler near the dog p*** station behind the mailboxes nearest 9047. *****'s husband supposedly fixed it then my wife and I were told by ****** that it was not done properly and was not even working. So that too needs to be addressed too please before we lose more grass.

  All the board members have nice full green grass and working sprinklers. When our side doesn't and was ignored when work orders to catch it before it got worse were submitted appropriately.   Please consider doing the the right ethical thing and replace ******* big negligence and repair our grass. Thank you. 

  
  Sincerely,
  
  ****** and **************************;

• Initial Complaint

  Date:05/29/2024

  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.

  There is a condo facing East that has neon lights with a high amp pointed out. It can be seen from blocks away and is causing a disruption and I am not able to have my blinds open during the evening. I left a ****** review on their site. The condo's are called Gotham Condo's at ********************************.

  

  Business Response

  Date: 05/29/2024

  ****

  I can assure you we are addressing this issue on our end, but per state law and the HOA's governing documents, we must follow a specific compliance process regarding the timing of notices being sent to the tenant.  Like you, we are hoping to get this resolved asap.

  Sky ********

  President

  Advance HOA Management

• Initial Complaint

  Date:05/22/2024

  Type:Billing 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.

  Here's the revised version of your message:Advance *** is the company responsible for managing the townhome community where I reside. Last year, I fell behind on my monthly payments. The account was sent to a law firm, and I paid off the amount in January 2024. However, the *** also sent the account to a collection agency, which I was not informed of. The collection agency reported the account as charged off this month, in May. This has resulted in my credit score being damaged, and the *** said they cannot help with anything.However, as a client of the collection agency, the *** should be able to request that the collection agency remove the item. This should not have been reported this month, as I paid the account in January 2024. Additionally, last year, the *** demanded that homeowners pay by the end of the year for an assessment for roof repairs that were to be done. They advised that if payment was not made, the account could be placed in collections or a payment plan with interest could be made. I made the payment for the assessment as requested, but the *** has done a poor job ensuring that the contractor followed through with the work.This *** is horrible, and I am deeply upset that due to their lack of responsibility, they failed to notify the collection agency that there was no money owed. Consequently, my credit report has been negatively impacted.

  

  Business Response

  Date: 05/24/2024

  *******

  Your account was over 120 days past due for the regular monthly assessment payments.  Per the Associations collections policy, we sent you a statement of delinquincy two times, an intent to lien notice, and then filled the lien.  Because you did not respond to these actions, your account was sent to the collection agency to recover past due assessments.  As noted in our collection efforts, and per state law, an 18 month payment plan would have been offered had you responded to our offices and requested such. The collectoin agency sent you numerous letters via ***** tried to reach you via phone over 20 times, and per policy, reported your unnwillingness to pay to the credit bureaus.  On October 12, 2023, the ***** of ********* voted to send your account to the Associations attorney for collection efforts.  This has nothing to do with the wind/ hail special assessment, as you met those obligations.  There is nothing we can do about your credit report as all efforts to contact you were exhausted but you chose to either ignore them. 

• Initial Complaint

  Date:05/20/2024

  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 believe this company has taken over my HOA management. I believe a flyer was left on my door back in March. I called the number on the flyer in March and left a voicemail. I never heard back from them. My last name was spelled wrong on the document pasted, nobody called me back. I honestly threw the paper away has spam/scam. Some context, I own multiple properties and receive engagement letters for property management all the time. The ones that I know, spell my name right and call me back. Anywho, I had another letter posted on my door this evening. It states in the letter it was posted 1 week ago, theyve reached out through a number of channels and my name spelled wrong with intent to file a lien language written.To my knowledge, I dont owe this company anything. So I have two questions:Is this a legitimate business?Do they have someone that can validate that with me?Not looking to dodge payment if I owe them something, but there has not been a legitimate attempt to contact or help, it seems the business wants to pass off those responsibilities to the threat of and handoff to collections agencies.

  

  Business Response

  Date: 05/21/2024

  *****

  Thank you for reaching out.  I will have ******* from our client services team reach out to you today to assist with your account questions and make sure we have your contact information correct in our system.

  Sky ********

  President 

  Advance HOA Management

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21738680
  
  I am rejecting this response because:

  I talked with *******, she was great.

  i am still disputing this for two line items that remain on the ledger.

  i have proactively reached out to the company for about 60 days to cure any disputes. Havent heard from them this until this report was filed. My contact information was incorrect in their systems and I am being invoiced for their error.

  I did not have this problem with the previous entity. At this point, I have paid what I owed and agreed to pay as part of living in this community.

  invoicing owners for poor acquisition planning and integration of systems is poor form, and should reasonably be accounted for when taking over an account. The fees they invoice the community have increased four fold, you would think having correct contact information would be part of the elevated fees. I have had no problems with this process the last 4 years, until one variable changed, the company managing.
  

  Again the only method of communication that I have received from the company I quickly and urgently responded to, what can only be considered commercially reasonable efforts. 

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

  

  Business Response

  Date: 05/29/2024

  *****

  As ******* noted, our records were provided to us from the prior managment company, and what they provided to us was a past due amount.  From what I understand,  you agreed to reach out to prior management to address this issue and to have them provide us a corrected ledger.  As far as AHOA is concerned, you are current with your payments to your HOA.  The other option would be to ask the ***** of ********* to waive any prior late fees and interest as this is not a decision that we can make.

  Sky ********

  President

  Advance HOA Management 

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21738680
  
  I am rejecting this response because:

  This is confusing. **** wants to cite a past due balance from the previous *** management team, but not accept that all of my contact information was incorrect. That's not the core of the issue here.
  
  Here is the problem:

  I never received any communication, notice or other outreach from A*** through standard means. No phone call, snail mail with mis-spelled names, no emails. I paid the previous *** quarterly over the phone, we moved in of March. So the last month covered was November of 2023 (Your payment systems are much better now that I have been able to login). I received a letter on my door on March 25th 2024. I called Advance ***, left a VM notating that I was traveling out of the country for about a month or so and inquired how i settle any outstanding payments.

  I never heard back from you.

  I then received a second letter on the door, post-marked 5/13/2024 but it actually was posted on the door 5/20/2024. I called that evening, left another voicemail. Still no call back. To be clear the verbiage in the letter is 'intent to lien', significant stuff. So, I wait for business hours to call and talk to *****. She was super helpful in getting my into the payment center and how to navigate. I then open this complaint. I got an immediate response from you and a call from *******. ******* waived any of the late charges + interest, thank you! I got all the payments up to date.

  But there are still invoiced items, 'physical posting fee' and 'intent to lien' ******* stated she couldn't remove and referred me to the *** governing documents. I called her back and said i read through the documents and there is no recourse stated in the *** documents for a commercially reasonable attempt by an owner to reach the *** management company and cure any past due payments without additional follow up from the *** management company. She stated that there is nobody we can ask and she asked internally and there was nothing she could do. Additionally i went through the documents, resident/owner contact information should be pulled from the Deed. My information is correct at the deed level.

  Not until i explicitly asked to take this to the board, was this taken to the board.

  So, this business complaint is now two-fold:
  
  - Failure to respond to a commercially reasonable attempt to cure payments owed, resulting in erroneous invoices that the owner attempted to prevent.

  - Ambiguously stating there is no recourse for an owner of the association as if A*** is the end all be all.

  The board decision is an entirely separate matter. I can only hope that A*** provides the facts that I have provided in this thread and in email to A*** appropriately to the *** board. However, both of these complaints stand alone and are solely attributable to A*** in any *** management position they hold.

  It comes down to this, why was I not called back in March to settle anything owed? Why was I told there was no recourse for these fees?

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

  

  Business Response

  Date: 06/11/2024

  *****

  We have searched our records relating to phone calls or emails as noted in your complaint.  The below is what our records indicate and the attached are the notices sent.

  
  Delinquent notices (Attached):
  March 6th, 2024: Courtesy notice of delinquency- emailed to ******************* (since updated email)and mailed to the residence.
  
  April 9th, 2024: First notice of *****. Intent Emailed to the same email as above and sent regular **** to the residence.
  
  May 13th, 2024: 2nd notice of Del and intent sent via certified mail, regular mail, posted, and emailed
  
  Monthly Balance statements:
  Emailed and mailed via ****
  Emailed to ******************* and mailed to residence
  
  He said he called in March and didnt hear back: I can go back to 03/05/2024 in Nextiva for call records. I dont see he called into the client services queue.
  
  And im not seeing any emails to CS
  
  
  

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21738680
  
  I am rejecting this response because:

  Thanks,

  Mail sent to the wrong person, misspelled name. Emails sent to an incorrect email address. The only communication that got to us was posted on our door, in which we promptly responded to.

  The method of payment changed, without contact to the resident. It's a completely different url, login, authentication, payment processor and physical point of contact. You say its on me, to reasonably reach out and cure any issues.

  I have called the phone number on the letter posted to my door. I have left multiple voicemails. Not sure how someone shows up on the queue. I have provided screenshots of the outbound dial and duration of call in the past. Your ***, won't allow the call duration to persist if you don't leave a voicemail. I called again last week and left a voicemail, left a voicemail with the client services team as i did back in March. I have a recording I can attach if that's helpful.
  
  I didn't call you and leave a voicemail to try and find a gap in your operational system. I called because that is the most prompt way to get things done. I am not on a witch **** to call out your business, I have no BBB complaints.

  Bottom line, you inherited a new account. You didn't have correct contact details for my residence. It states clearly in the bylaws, the deed is where contact information should be collected from, when in doubt. That didn't happen. 

  The communication I did successfully receive, i responded to asking how to cure the issue. I have left multiple voicemails. This business did not reply.

  Subsequently, there are emails on this topic and I haven't heard anything since this was taken to the board a month ago. Frankly, I have no idea if it was taken to the board in the most recent board meeting.

  If you don't have record of voicemails, please say so. If you need the recording to track that down let me know. If voicemail isn't a viable way of communicating with you the *** needs to be updated and voicemail option taken away.

  Additionally, i did dial into the client services queue. I talked to '*****' i believe, i can go back through my notes (i referenced her somewhere in this thread). She helped me get a login, created a password for me and helped me on auto-pay. I would imagine that record should be in the client service call logs, or queues. I'm not sure i was ever placed on hold so if that is requirement when gathering queue data, perhaps that's why I'm not showing up.

  Please, remove the invoice line items that I reasonably tried to cure.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21738680
  
  I am rejecting this response because:

  Thanks,

  Mail sent to the wrong person, misspelled name. Emails sent to an incorrect email address. The only communication that got to us was posted on our door, in which we promptly responded to.

  The method of payment changed, without contact to the resident. It's a completely different url, login, authentication, payment processor and physical point of contact. You say its on me, to reasonably reach out and cure any issues.

  I have called the phone number on the letter posted to my door. I have left multiple voicemails. Not sure how someone shows up on the queue. I have provided screenshots of the outbound dial and duration of call in the past. Your ***, won't allow the call duration to persist if you don't leave a voicemail. I called again last week and left a voicemail, left a voicemail with the client services team as i did back in March. I have a recording I can attach if that's helpful.
  
  I didn't call you and leave a voicemail to try and find a gap in your operational system. I called because that is the most prompt way to get things done. I am not on a witch **** to call out your business, I have no BBB complaints.

  Bottom line, you inherited a new account. You didn't have correct contact details for my residence. It states clearly in the bylaws, the deed is where contact information should be collected from, when in doubt. That didn't happen. 

  The communication I did successfully receive, i responded to asking how to cure the issue. I have left multiple voicemails. This business did not reply.

  Subsequently, there are emails on this topic and I haven't heard anything since this was taken to the board a month ago. Frankly, I have no idea if it was taken to the board in the most recent board meeting.

  If you don't have record of voicemails, please say so. If you need the recording to track that down let me know. If voicemail isn't a viable way of communicating with you the *** needs to be updated and voicemail option taken away.

  Additionally, i did dial into the client services queue. I talked to '*****' i believe, i can go back through my notes (i referenced her somewhere in this thread). She helped me get a login, created a password for me and helped me on auto-pay. I would imagine that record should be in the client service call logs, or queues. I'm not sure i was ever placed on hold so if that is requirement when gathering queue data, perhaps that's why I'm not showing up.

  Please, remove the invoice line items that I reasonably tried to cure.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 06/30/2024

  *****

  Again, the information we received was provided to us from prior management.  I asked you to reach out to them for assistance with a cure.  If they were unwiling or unable please email ****************************** for assistance.

  Customer Answer

  Date: 06/30/2024

   
  Complaint: 21738680
  
  I am rejecting this response because:

  I have reached out to previous management company. They have no record of sending us a delinquent invoice. Advance HOA sent a delinquent invoice with intent to file lien.

  Ill reach out to the account receivable team at Advance HOA.

  Please resolve your voicemail issues. I made commercially reasonable attempts to cure this issue with Advance HOA, I received no response from Advance HOA.

  There was no reason to file the delinquent notice or escalate to intent to lien without returning my phone calls.

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

  

  Business Response

  Date: 07/15/2024

  *****

  if you would like real help please reach out to me directly.  Using the BBB site is not efficient.....

  sky

  ******************************* 

• Initial Complaint

  Date:04/30/2024

  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.

  Hello I would like an update on what's going on with the landscape plan. The last three moves that we have had the grass is horrible. It is uneven everywhere. It is a sloppy sloppy job and I have 11 photos that I can upload. Is this how every MO is going to look because if the board just looks outside they will see that everything is uneven on Apache plume drive. Also I want to make sure that there is a plan to take out the dead bushes and shrubs throughout the entire Community not just a board members yards and make sure that they are replanted. What are also we going to do with the dead grass and the dog stains? When will those be replanted and looking again properly? We pay a h*** of a lot to live here and we just reject up $100 more so if we need to get a different bid from a landscaper to come and beautify this place we might as well enjoy it and have nice landscape because there's dead shrubs and dead grass all over this community on both streets. When is the Landscaping walk with the vendor perhaps myself and my wife and a couple other homeowners that are concerned can attend. Also the rock beds need to be raked. We have lived here 14 years and not once have the rock beds been raked. This is something that *****'s husband can do because the rocks are falling into the grades and parking spots because they never had the properly raked and now piping is exposed. Raking needs be done every 2 years to make sure that everything is even of the rocks. Also the sprinkler that was ruined by the building 9047 handicap spot, if you want to go look at how poorly the landscapers installed it it is half installed the grass patch is not put in properly and it looks atrocious. You should see how they fixed their problem. It looks terrible. I look forward to hearing back from you on what the Landscaping plan is and when we can start seeing plants planted the dead ones removed and the grass fixed in all the areas. Please fix the sprinkler area & look outside on the ***** mow.

  

  Business Response

  Date: 05/07/2024

  this is a maintenance issue for his ********************** and the BBB website is not the proper place for this owner to post these items.  Again, this owner has a cease and desist letter from the *** attorney to not contact the board or manager of the community directly unless of a life threatening emergency.  i will not be replying as i *** not want to encourage his behaviour of seeking social media outlets due to the cease and decist.  he has also gone to ****** and Yelp

  

  Business Response

  Date: 05/14/2024

  ******- Youre posting regarding maintenance issues on the BBB site will not produce results wanted or expected.  Please us the website portal/ maintenance requests for these types of submittals.  This way they can reviewed by the board  of directors and assigned to the pertinent vendor.

   

   

  Sky ********, CMCA | President

  
  

  Customer Answer

  Date: 05/22/2024

  We went through the proper channels to make sure that this was addressed. And of course received no response. This is Habitual from Advance HOA and in particularly the lack of service that ************************* provides. ******************* doesn't seem to give her coach and counsel or discipline or follow up. We have as a community sentenced several complaints that he is aware of. Please make sure that these items in the photos are addressed and sent to the property manager. Since we did not receive contact from her and followed the rules that we were asked to and were ignored we had to address it with the Better Business Bureau and the ********** of ******** Affairs. We respectfully wait for your reply back.

  

  Business Response

  Date: 06/04/2024

  The photos sent are obviously caused by dog urine.  Aside from resodding, their is nothing that can be done.  ********* of directors will be made aware.

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21649022
  
  I am rejecting this response because:

  you have not notified the board of these spots. It is actually female urine that causes these spots. In my general area where my family lives it has looked like this for years. It's time to pay attention to the places in this community that have been neglected. Will you also let the board know there are two or three dead plants at the entrance at the center median. We sent this in as well as my neighbors and of course we were ignored by our manager.

  ThoseThose need to be taken out and replaced. I have notified the state of Colorado EEOC **** Department and have reported this board for investigation.

   The board also needs to know that there are stuff that is over the counter that you can buy to put on the spots to help them grow. It is an over-the-counter cheap item and this is something that *****'s husband who is probably not allowed to be hired by us, but that's just something that he can do. We pay a lot for him and he doesn't do much quality work but this is something that he could be taking care of throughout the community. Go to ****** they have it and you treat each spot with it. This isn't difficult and until he is fired or let go because I have put in an investigation on conflict of interest, then this is something that he could do. Please recommend that to the board and if they need the name of the product we would be happy to send it over for their review. I think this is owed to the homeowners to not look this bad. This year the grass and Landscaping does not look as good as it did last year. We all are noticing 

  
  Sincerely,
  
  Mr. And Mrs. ****************

• Initial Complaint

  Date:03/13/2024

  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.

  *** fees were mailed to the business bank as directed. The bank confirms the check was sent. The *** management company has assessed a late fee as well as interest.I never received notification of the "missing" payment. I provided proof of the check being sent and the *** management company has only stated "they have not received the payment." After several emails and offering solutions, they have stopped responding and have not removed the erroneous late fee.

  

  Business Response

  Date: 03/14/2024

  ****

  As my staff noted, we are not responsible for the delivery of checks to our lockbox by USPS.  I would encourage you to set your account up on ACH to avoid any further issues with USPS.  I will have AR remove the late fees and interest from your account.

  Sky ********

  President

  Advance HOA Management

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21429921
  
  I am rejecting this response because:

  I have attempted to pay the $250 through the *** website. The amount listed on the *** site is incorrect and when I select the "pay now" option it still has a late fee and interest assessed.

  See attached images.

  Additionally, I would like confirmation in writing that the mailed check will NOT be deposited after paying online.
  

  I do not wish to use ACH due to convince fees.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 03/14/2024

  This business has shown a pattern of being non responsive to request and inquiries from customers. Additionally, I have had several issues with them sending my personal information to an unauthorized recipient. The home ownership was amended and the *** was provided a copy of the quit claim deed and was asked to remove the previous co-owner from the mailing list. It took 2 years to resolve this and resulted in late fees and interest on *************** since notices were being sent to the incorrect address.

  The current situation is similar in that I have yet to receive any notification of a missing payment. I only discovered it by chance after logging into the businesses website. I asked the business about this and they have not provided an answer as to why I wasn't notified of a missing/late payment.
  

  Generally, the business is unresponsive to customers until a negative review is left on ****** or a BBB complaint is filed. They are failing at the most basic customer service requirements. I should not have to file a complaint with BBB or leave a negative review to get a response to an inquiry.

  In the response to my complaint, *** blames the **** and says "they are not responsible," implying that I am. I have used the same bill pay process for 8 years and for multiple bills and never had an issue. At a minimum, they should be responsible for alerting customers of missing payments. Especially if they are charging interest for late or missing payments.
  

  Customer Answer

  Date: 03/14/2024

  I would like to add and draw you attention to a response posted on the BBB site for this business. The response from the business calls the complaintant "mentally ill."

  As far as I know, the business or the ********** **** is not a mental health provider or qualified to diagnose a mental illness. This is wildly unprofessional and should NOT be able to be viewed.
  

  

  Business Response

  Date: 03/25/2024

  ****

  please reach out to ****************************************** and the team will be glad to assist you with your ledger and will remove the late fees and interest as a one time courtesy.  Send me an email with your account number or address so i can relay the message.  *******************************.  

  Customer Answer

  Date: 03/25/2024

   
  Better Business Bureau:l

  There is no need to reach out since you cashed the check 9 days ago and the account shows the credit.

  
  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

  Date:02/26/2024

  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.

  It has been close to (not yet) a year since the hail storm that completely destroyed and shredded the screens on our windows. Not only to our unit, but to many others. We have been extremely patient and have not been communicated with as to when the screens will be replaced. Per the *** documents- window screens are included and, in our insurance, claim. One building seems to have been done, but we do not put it passed this Board and this *** company to discriminated against our building as they have factually done to my home and my wife. We have been singled out and discriminated again because of our faith, color and our political beliefs and have been denied several services. We want to make sure that we are safe and protected for when the winds and rain, snow come- our windows have NO protection. It should not take 8 months to get screens replaced. Especially when the "handyman" who is related to one of our Board members, who has now his own parking spot that has been used 2 times in 6 months for 26 min total, this is something they could be doing. Please provide my family and my building an upate on these damages and when they will be replaced. This has gone on long enough without protection to our homes.

  Customer Answer

  Date: 03/09/2024

  What is the conflict of interest policy of the community-since I have not been sent the rules and regulations documents that I have asked for over five times and still don't have our documents? Homeownership has not been told in a public forum or voted on by the homeowners that a board member's husband can be employed by us and we were not told a that he is the husband of a board member and be that we even had a handyman and what his roles and schedule are then he was given a parking spot why would he need a parking spot for the golf cart that has been there one maybe two times not even 20 minutes in the last year especially when he lives two buildings away.  I have pictures and videos of him going into his own garage grabbing tools and materials to and I use this term loosely fix things. Those tools and equipment are not insured by the community so if you were to get hurt on equipment that is his own personal;  this is a problem.  This particular position Was not Transparent And was not told to us That he was related to a board member And that We even had a handyman I have gone to 13 homes and spoke to these particular families in the community in person And started a list And out of the 13 homes that I personally visited with not Mention that we were notified And did not know that we even had a handyman and definitely did not know that he is a husband of a board member so I want to know what the policy is and if this is legal in the documents To do this and to not Notify the community And Be transparent about who he is what his schedule is what he is being paid and who he's related to.  Very shady and dishonest and I can't find in the meeting minutes where this was approved so if that is in there can you send it to me and show me where it was also approved that it was okay to hire a board members husband at our expense. And is this person allowed to use their own personal tools from their own personal garage?  Huge liability here dishonesty and transparency.  Could potentially be a conflict of interest issue in the bylaws and rules and regulations so I want to make sure that I have copies of all of that and see if this indeed was approved and doesn't go against our conflict of interest policies. 

   

  we also need to have a light bulb repair at Apache plume and Cottonwood at the Prairie ******* sign. One of them is currently burnt out and has for 2 months now. 

   

   

   

  Thank you 

  

  Business Response

  Date: 03/11/2024

  this complaintant has a cease and desist letter from the *** attorney and is now using your platform to communicate with my company or register a complaint that has been addressed at several community meetings and several email notifications regarding the hail and wind claim.  this is not OK as a BBB member for any of our homeowners to use this avenue and particullarly one that has been so abusive towards my employees and the board of directors that he needed a cease and desist letter from an attorney.  if this is allowed it will make me question my membership....

  thank you for reviewing

  ********************

  

  Business Response

  Date: 03/18/2024

  ******

  The community and ***** of ********* have been negotiating with the insurance carriers adjuster for nearly one year now.  The adjuster was negotiating in bad faith regarding the damages to the property so the ***** od ********* decided to hire a PA to assist with the claim.  Numerous updates as well as Q and A have happened at the monthly board meetings since the start of the year.  In fact, the selected roofer, the PA, and representatives from the Project Management firm were at last months board meeting to update all that attended.  The final settlement is expected by the end of the Month and hopefully the work, too include window screens, can get started by the middle of the summer.  This is the process with large wind/ hail claims, and yes, this one has taken longer than normal per the above.  If you choose to replace the window screens at your unit, document before and after pictures and submit the receipt for insurance reimbursement.  Of note, the insurance reimbursement generally does not meet the pricing you will receive from a vendor and you can assume a financial loss due to the exactamate pricing used in the insurance claim world vs the private sector. The notice of special assessment to the owners is forthcoming once the claim is settled.

• Initial Complaint

  Date:12/18/2023

  Type:Service or Repair 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.

  I submitted an emergency maintenance request for roof repair on 6/24/23 for exterior damage that caused a leak, resulting in interior damage. There was no confirmation of repair for 3 months, as the first time we saw something in writing regarding a repair was on was September 18th. In that writing, it was stated that silicone sealant was applied, but will ultimately need to be replaced. We have cited Rule 14.B of the ******************* ********* declaration, which states the following: 14. "Access to Units for Maintenance, Repair and Emergencies:"B: "Damage to the interior or any part of a unit, resulting from the maintenance, repair, emergency repair or replacement of any of the general common elements or as a result of emergency repairs within another unit shall be a common expense of all of the owners; provided, however, that if such damage is caused by negligent or tortious act of a unit owner, members of his family, his agent, employee, invitee, licensee or tenant, then such unit owner shall be responsible and liable for all of such damage. All damaged improvements shall be restored substantially to the same condition in which they existed prior to the damage." We have asked several times why the *** is stating this rule does not apply as they steadfast in their position that this interior damage will not be covered by the ***. Any interior repair we complete will require the exterior damage to addressed properly first. A summation of the issue is that a repair has taken months since an initial emergency repair request was made, which was negligent of the issue. *** has stated that they will only cover damage in the case of negligence, but refuse to acknlowdege this as a case of negligence. They have admitted to a delay from the contractor, which is the ***'s responsibility as they chose to hire that contractor for the repairs that fall within their responsibilities.

  

  Business Response

  Date: 12/19/2023

  Elan

  This is the first that i have heard of this issue with your unit.  I will need to ask the ***** of ********* about your request for interior repairs being made as this is a board decision and not the management companies decision.  Once i recieve a reply i will follow up but strongly suggest you attend the next regularly scheduled board meeting to direct your concerns with them.

  Sky ********

  President ****

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 21023404
  
  I am rejecting this response because:
  
  I submitted an initial emergency maintenance request for this issue back in June when it occurred. Since then, I have been in contact with *************************** (Community Manager) and *************************** (Community HOA President) regarding this issue. I attached a screenshot of my personal inbox to show the history of emails with the dates reflected on the right-hand side. In several of those emails, I have cited a rule from our community HOA declaration (attached), ******************* Declaration rule 14.B, which states the following: 

  14.  "Access to Units for Maintenance, Repair and Emergencies:"

  B: "Damage to the interior or any part of a unit, resulting from the maintenance, repair, emergency repair or replacement of any of the general common elements or as a result of emergency repairs within another unit shall be a common expense of all of the owners; provided, however, that if such damage is caused by negligent or tortious act of a unit owner, members of his family, his agent, employee, invitee, licensee or tenant, then such unit owner shall be responsible and liable for all of such damage. All damaged improvements shall be restored substantially to the same condition in which they existed prior to the damage." 
  

  **** has remained steadfast in her responses that interior repairs would only be covered due to negligence, which in this circumstance can be applied since the emergency request was made on 6/24/23, and confirmation of sealant being applied as a temporary solution was not received until 10/27/23, according to emails. *************************** also approached us for roofer recommendations when the contractor was engaged in delays, and this conversation occurred months after the initial emergency request was made.

  I also have not received an explanation as to why the rule above does not apply, since the exterior condition of the roof (maintenance/repair of a common element) directly resulted in the water damage to the interior ceiling. 

  I have not brought my personal issue to any board meetings, since I try to be respectful of the community's needs and this matter is very specific. 

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

  

  Business Response

  Date: 01/08/2024

  Elan

  While i understand your frustrations with the interior damage to your unit, this truly is not the *** Management companies decision.  This is a ***** of ********* decision and solely upon them to enact on the Governing Documents and their interpretation of said documents.  Having a discussion with me on BBB will not resolve the issue and again I encourage you to attend a board meeting to discuss with them.

  Sky

  President ****

  Customer Answer

  Date: 01/10/2024

  Hello,

  the Current *** manager is regarded in my complaint. The current *** president is regarded in my complaint. The response I am receiving from the *** company is to take my concerns to the board, which consists of the manager and president in question. 
  

  At this point, what can be done to get a more satisfactory response from the business, short of legal action? 
  

  Thank you 

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21023404
  
  I am rejecting this response because:

  Hello Sky,

  My complaint was initially submitted because I was getting unsatisfactory responses from the *** manager and *** president. The president stated in an email to me, I am just a volunteer, and refused to assist.

  Your suggestion of taking this to the board, which consists of said *** manager, and said *** president, is not a satisfactory solution. Therefore, I disagree with your sentiment, BBB is an appropriate avenue in my opinion.

  I would not have gone through BBB if my issue was addressed and resolved with some sort of consideration, and if I was provided concrete information in relation to my inquiries.

  I would like to be compensated my insurance deductible for repairs at $1000, as rule 14.B in the ******************* *** declaration states that interior damage, directly caused by exterior damage due to maintenance/negligence, is the responsibility of the ***.   

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

  

  Business Response

  Date: 01/13/2024

  ****- Again, this is not a request I can grant.  This is 100% an issue for you to discuss with the ***** of **************** We are a managing agent and work at the discretion of the *****.  I am not sure how many times I need to tell you this.  I have advised you on how and who to direct all futher comments and requests to regarding your claim and issue.  Please follow my advice and if you are not satisfied with the *****s request perhaps you will need to retain an attorney.

  Sky 

  Customer Answer

  Date: 01/13/2024

   
  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.
  
  

  Hello Sky,

  Thank you for your condescending and completely unprofessional response. This will be my last message, but your tone and demeanor are reflective of the reason I initially sought assistance through BBB. 
  

  Advance HOA management should really look inward at the culture and integrity the company would like to project and embody. My experience with your managing agency has been dreadful. This message may indicate an acceptance of your response, but I am just over the nonsensical responses I continue to receive. And yes, acquiring an attorney is a very real possibility. I was trying to resolve this without taking further legal action, but I am being give very little additional recourse. 

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

• Initial Complaint

  Date:09/21/2023

  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.

  Please review the details of the evidence attached. Essentially I had a problem with my home, followed the process for resolution and was told it would be fixed time and time again. It never was. Now the company is refusing to take ownership or do anything and is requesting me to lobby my neighbors. I ultimately fixed the safety issue from my small children and paid for the materials out of my own pocket to fix. it.

  

  Business Response

  Date: 09/22/2023

  *****

  My team has made me aware of the issues noted in your BBB filing.  While ****** originally tried to find a resolution between the prior landscape company suddenly shutting down and the new company coming on board the ball was obviously dropped.  Please understand we work at the discretion of the ***** of ********* for approval of enhancements and/ or replacements.  I will have ****** request the board reimburse you for materials.  I did not see receipts for materials attached to this filing so please send to ****** for submittal.

  Customer Answer

  Date: 09/23/2023

   
  Complaint: 20638800
  
  I am rejecting this response because: 

  there is an operational issue and what they are stating is a lie because ****** offered to resolve after the landscapers problem happened. Additionally, I am not going to petition my neighbors and myself to pay me back for a company problem. I want reimbursement for the hours of time spent acting as ******. The management company is being paid a fee to do a job. They didnt because ****** made promises and didnt keep them. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/05/2023

  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.

  My wife and I finally have got some legal representation and have since filed a complaint with the **** and with the Civil ****************** For record, we are wanting to post a review and complaint here.We have had one vehicle breaking the parking rules of the community and have been parked 18 days over the allotted 14. This has been brought up to the attention of the Association owner, ****** services, who we are instructed to send these items to, as well as *************************** the supposed community Manager. This vehicle has been chalked on their tires by a neighborhood watch, volunteers put together and we have time stamped dated pictures. The vehicle has not been towed as Management is supposed to do, They never do their job especially when pertaining to parking violations. This vehicle needs to be addressed and towed or we will assume we in the building re being discriminated against. We have received NO reply, and 2 other homeowners have also reported the same vehicle.We have yellow holes in our yards in front of **** f and D. We were promised by ***** that it would be fixed this summer- we have emails from her, this never happened and other Boards yards look wonderful coincidentally, but our continues on 10+ neglect. Pattern much?We also have a light build out, to the left of Unit Fs garage. We suspect based off the history of this Board and unprofessional and disgusting behavior of the Management company that we will never get ours replaced. We do need it replaced and have gone through the channels to make sure we are not neglected fo our safety when outside. The governing docs state in our assessments exterior lighting is converered. We have a handyman who is not supposed to be working on site here and has no insurance and who is also related to a Board member- this has been recorded at the county level, for investigation, but this conflict of interest handyman could be changing the lightbulbs that are out. We need it replaced.

  

  Business Response

  Date: 09/11/2023

  ******

  I have sent your request to **** regarding the lightbulb replacement as this should be an easy timely fix.  I am unaware of the parking rules or contract the *** has with a monitoring company but this is handled at the *****'s discretion, not the management company.  I am also unaware of any promises by the ***** to replace or repair the sod in your complex but assume the yellow spots are from pet urine.  Again, this item needs to be approved by the ***** of ********* and the decision implented by the manager.

  Sky