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:04/27/2023

  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.

  Access Management needs to be held responsible for the external pipe that burst. They also need to file a claim on their insurance company, which they have refused.

  

  Business Response

  Date: 04/28/2023

  We are aware of the exterior hose bib that burst during the freezing temperatures around Christmas. This particular hose bib was between the complainants unit as well as their neighbors unit. The governing documents for the condo association dictate who is responsible for these sort of issues and that process is being followed with the respective insurance companies for both the homeowner and the condo association. Access Management Group does not own the hose bib that burst as we are the third-party management company hired to help run the homeowners association, so our insurance would not apply. The ***** of ********* for the association is, and has been, working with the associations insurance and has already filed a claim. While we understand this process can take longer than most would like, the process still needs to be followed. We hope this issue can be resolved as quickly as possible for both the homeowner and the association. 

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19989653
  
  I am rejecting this response because:

  1. Access Management as well as members on the board had 4 months to communicate with me what the procedures were on their policy and failed to do so.  Additionally, when a ******* came out in March, he left a big hole my bathroom which meas that I have no privacy.  Finally, I had called the association's insurance company yesterday and they said that a claim had not been filed.  So someone is clearly lying here.  Additionally, the president of the homeowner's association was very aware of my situation with my insurance writing me an error & omission in my policy that left me under insured and that I was in the process of consulting a lawyer.  However, while trying to look for a lawyer, I recieved this courtesy notice which is attached. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 05/02/2023

  The association and the homeowner share responsibility in getting this resolved whether its through insurance or paying out of pocket.Its our understanding that the Board of the association has requested to meet with the complainant on-site at her unit to gain access inside and evaluate damage, but that request has been refused and/or ignored. We strongly encourage the complainant to have the meeting with the Board so the process can be explained and the repairs can get started. We will have the manager of the association reach out again to find a mutually agreeable day and time for the complainant and the Board to meet. Refusing such meetings is only going to delay the process even further. The complainants desired resolution was to Finish the Job. That association cannot do that without the complainant meeting with the Board to evaluate the damage within the unit.

• Initial Complaint

  Date:03/12/2023

  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 became an owner at *********** on 12/6/2022. The amount of the monthly association dues was incorrectly quoted at the closing, creating a shortage of $13.34. I paid over $445 for that info to be reported accurately, but because it wasnt , the shortage was created. It took 2 weeks & 2 requests to gain access to the portal. Before access, I had no knowledge of the shortage. I questioned the first $5 charge on the portal, that request was ignored. Perhaps, additional fees would have been avoided, if I received a response to my message. On 1/25/23, I paid the shortage. I was immediately charged two $5 delinquency administrative fees (DAF) along with a late charge of $20.85 & interest $.04. I received a collection notice for $30.89 dated 2/16. I requested these fees be removed, they agreed to remove $20.89. Noting the 2 DAF are hard fees & cannot be removed. So, does that mean, they become my responsibility? I am disputing, the pending $10, I did not create the error & should not be held responsible. As of today, my balance has increased to $52, as a result of THEIR $13.34 error, that Ive already paid. So, the unfair fees are mounting. No explanation, just more added fees. I feel bullied, I know this isnt fair, but Is it legal to have an accounting system that can only add fees & not remove them? *** lived here 3 *********** disgusted & disappointed with this robotic management company. I can see where this is headed, they get money in their greedy little hands, that they just throw up in the air, when theres an issue.

  

  Business Response

  Date: 03/13/2023

  We are sorry to hear of the complainants dissatisfaction in the short amount of time they have been in the community. We have looked into the account history and found the following:
  
  The amount of the monthly dues was correctly quoted at the closing table. The closing letter was requested in October and it shows the correct 2022 monthly assessment amount. As in any condo association,the dues are subject to change on an annual basis and the 2023 monthly amount had not been determined by the association at the time of the closing letter was produced. A welcome letter was sent to the complainant on 12/13/22 which contained the login information for the portal so the owner could see their balance and make payments as necessary. In addition, the owner was emailed their portal registration on 12/20/22 but unfortunately, they never logged into their account to see their balance and future charges. Lastly, assessment booklets were mailed out on 12/29/22 to all owners reflecting the new monthly amount and late fees and interest were not charged by the association for the month of January since the booklets arrived after 1/1/23. Therefore, the complainant was made aware of the assessment amount changing and had access to their portal in time to avoid any of the fees.
  
  In summary, there was no error or mistake made,the complainant simply didnt realize that the dues amount increased as of 1/1/23. The short payment resulted in late fees, interest, and delinquency admin fees. The owner has already had one month of late fees and interest waived. Given the fact that this issue was primarily caused by timing and the assessment amount changing,and as a show of good faith, we will remove another months worth of late fees and interest in addition to the two delinquency admin fees. This now brings the account balance to zero. We urge the complainant to utilize the homeowner portal so they can view their account balance and upcoming payment amounts to avoid any confusion in the future.
  
  We hope this is a satisfactory resolution to the matter and we look forward to serving the *********** community for years to come. 

  Customer Answer

  Date: 03/13/2023

   
  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

  Date:01/24/2023

  Type:Billing 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.

  Paid *********************** Dues to this company in a timely manner and they say the check has not been received ($825 via ******************* Pay). I have all the evidence supporting the payment. Since the company says they haven't received the payment, they started adding all kinds of interest, late fees, admin fees and somehow another charge from Q4 2022 as well (which was paid in full in January 2022). I have called and emailed the business at least 12+ times and no one answers. If they aren't receiving checks, there is no other way to pay without giving all my checking account information to them or paying credit card fees. This is a shady company in the fact that they do not answer calls when trying to pay a bill, do not accept checks and instead say they didn't receive the payment and start loading on fees. Researching the company, there are many others with this same complaint, including my neighbors in the subdivision.

  

  Business Response

  Date: 01/25/2023

  We are very sorry to hear of the complainants'dissatisfaction with our company and we have looked into the issue. We are able to view all historical emails and voicemails in our system for quality control purposes. We see one voicemail left on 1/17 from the number provided in addition to email correspondence back-and-forth between the complainant and our accounting department. The complaint mentions not hearing back from our office but there has been a back-and-forth dialogue with the complainant with responses from our office on Friday 1/20/23 as well as Tuesday 1/24/23.
  
  Regarding the missing payment, the complainant did in fact have her bank send a check to the lockbox location for her homeowners association.  As was stated in the email dialogue, that check was never received by the bank. This was a physical check mailed to the lockbox and unfortunately, we are not able to control the **** and their delivery times. When payments are not received, the software triggers the appropriate late fees and interest per the governing documents of the homeowners association and notifies the homeowner. As was stated in the email dialogue, we are happy to see if the homeowners association would be willing to waive the late fees and interest, but we do have to get permission from them as it is not our money to waive. I have confirmed that we do now have permission to waive the fees as the complainant did attempt to make the payment and it sounds like the payment was simply lost in the mail. We can have those late fees and interest removed today and will be happy to do so.
  
  Regarding the balance from the prior year, this charge stems from the previous management company in January of 2022 prior to our company taking over in June of 2022. It appears the complainant was charged interest by the prior management company in January as the payment was received after the late date. Given the fact that the payment did arrive so close to the late date, we do have permission to remove the interest from the prior company which leaves only the 2023 assessment amount as owed. In the email dialogue between the complainant and our accounting department, the complainant stated that they checked with their bank and the missing physical check has not been cashed and can therefore issue a stop payment. All that is required at this point is that the complainant issue another payment for their homeowners association. There are other quicker ways to make a payment that are free and do not rely on the **** delivering a physical check, but the payment method is entirely up to the homeowner as outlined in the payment letter sent to all residents.
  
  We hope that the above resolution is satisfactory for the complainant and look forward to servicing them and their community for years to come.

  Customer Answer

  Date: 01/25/2023

   
  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

  Date:07/27/2022

  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.

  We have had two significant issues with this company. The company is responsible for all outside maintenance of our town home. We reported a leak on in the roof that was damaging our ceiling in June of 2021. We sent proof of the damage to the company and asked them to please come fix the roof so the damage to our ceiling would not become worse. We traded emails back and forth in July. In August I became upset because the ceiling damage was worse - we will have to get the ceiling repaired rather than just bleached and painted. This went back and forth with no resolution through October of 2021. We were told by ************************************* at their office that they know where the leak is, and performed a temporary patch. They would need to get a lift to fix it. As of today, this leak has not been fixed. We now have an issue with the fire alarm in our building. There is a power issue in the building and the fire alarms/lights are all dead now because power has not been to the building. ************* is saying this is a payment issue, Access Management Group is saying its not a payment issue. Now we have a building without power or fire protection because our HOA is not taking the initiative to make sure the residents are safe.

  

  Business Response

  Date: 08/02/2022

  We are very sorry to hear about the dissatisfaction and the issues the complainant has been experiencing with their residence. There are two separate issues and the response for both is below.
  
  Roof leak
  We are showing that the repairs were in fact made and have not heard any further that the roof is still leaking. The repairs we have noted in our system are as follows as of 10/5/21: Inspected inside unit, attic, and roof. Found and sealed 5-6 exposed nail holes at ridge on the roof, maybe from toe boards. Sealed ***** nail too low on shingles mat, sealed area at top of flashing at window and sealed.
  
  We do not show this as a temporary patch fix but our apologies if the complainant has been under the impression that the complete repairs have not been made. If the complainant has in fact reported continued leaking after October of 2021,please let me know of when that notification took place and how (email, phone,etc.) so we can research further and schedule repairs to the roof. To our knowledge,no further leaks exist.
  
  ***** issue
  The conversations our office had with GA ***** were quite different than those mentioned by the complainant. The issue had to do with the developer turning over the power bills for the association and placing them under the homeowners associations name at the time of turnover. Several of these meters were missed during turnover and hence the power being shut off. Our team has been working with the developer, GA *****, and the *** Board since the issue was first reported and its my understanding that this has since been resolved. We are very sorry for the inconvenience that the complainant and several of his neighbors had to endure during this time.
  
  Regarding the complainants desired resolution to fix their ceiling, we as the third-party management company hired by the *** do not have the authorization to do so. We cannot spend the ***s money without their consent and we do not have their permission since interior repairs are the responsibility of the unit owner per the governing documents of the community. This is standard for communities where the *** is responsible for the exterior maintenance. We are very sorry that it took a roofer longer than normal to accurately locate the leak and repair it, but the responsibility still falls on the homeowner to make any needed interior repairs.