Complaints

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• Initial Complaint

  Date:08/31/2022

  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.

  In 8/2022 a bill from a debt collector was sent to us indicating that we owed $882.20 for regular assessments,interest,late fees,fines,management company fees, and attorney fees and costs from past due assessments with Kelly Creek Subdivision No. 1. We immediately called K.C. *** manager,*******************************, to ask why we had never received an *** bill. She stated that it had been sent numerous times to an address that we had not lived at for over one year & that she had sent it to our current address as well. My husband reminded her of an email he sent to her company, Red Door, on 7/9/2021 that stated We will be moving in to Kelly Creek, ************************** in August and plan to have a shed built in the back yard and that her employee,***************************, had responded to that email on 7/12/2021 welcoming us to Kelly Creek and thanking him for reaching out. There is nothing in **************** email indicating a need for him to submit any additional address change documentation. However, ********************* stated that we hadnt submitted a change of address request and so it was not updated. When questioned why they didnt inform us that our email notifying them of our address change was not acceptable,********************* became defensive, interrupting and talking over my husband insisting we would have to call the debt collectors with our questions. After calling the debt collectors and explaining the situation to the attorney, they asked my husband to send them a copy of the email (notifying the *** of our address change) to them and said they would ask the *** to reduce some of the late fees. We werent told we would incur a charge for this service and then were billed an additional $131.69, their fee for talking to us.We were also told no fees would be reduced and that we had a lien on our house! We never received a bill for our ***************, nor did we receive emails or phone calls indicating that we were late paying. We paid a $603.89 fee for a $410 bill we never saw,totaling $1013!

  Business Response

  Date: 09/20/2022

  
  

  
  
  
  KELLY CREEK NEIGHBORHOOD ASSOCIATION, INC.
  P.O. Box 1350
  ********, ** *****
  
  September 5, 2022
  
  ******* and *****************************

  ****************************************************** *****
  
  Dear Mr. and *********************:
  
  The Board of the Kelly Creek Homeowners Association (HOA) was apprised by our Management Company, 
  Red Door, of your situation in mid-August 2022. The Board has reviewed all of the factual 
  information surrounding this situation and has determined that Red Door operated appropriately 
  within HOA policies and procedures.
  
  Your argument is that Red Door failed to change your mailing address based on your 9 July 2021 
  E-mail, thus resulting in your not receiving any mailed notice(s) of the 2022 HOA annual dues. 
  There is a basic disagreement as to whether or not this email constituted a formal request for 
  change of address. The board doesn't consider the fact that you mentioned in your email that you 
  would be moving to Kelly Creek in August a request to change the address on your account. The 
  following facts were also considered:
  
  a. A reminder email was sent to your confirmed email address on 22 March 2022.
  
  
  b. You had full access to your on-line account which provided information regarding the current 
  (2022) dues.
  
  c. Multiple reminder invoices as well as a 30-day demand letter were sent to your address of record 
  on your account and not a single mailing was returned to Red Door.
  
  d. You had a duty to pay. You paid your 2021 dues, so you were well aware of the annual HOA dues 
  requirement.
  

   

  Red Door acted correctly by sending your account to collections once you failed to pay in the 

  required timeframe. It's unfortunate that you incurred additional costs over and above that which 
  was due the **** but once an account goes to collections it is out of the HOA's control.
  
  Sincerely,