Complaints

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• Initial Complaint

  Date:02/05/2024

  Type:Customer Service 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.

  Multiple calls, voicemails, txt messages and emails have been ignored. And not just me others on my street have confirmed this issue. I have previously reached out about my driveway which was damaged by HOA contracted snow removal companies. My driveway is literally chipping away along with the sidewalk to my front door. I contacted the HOA during the building warranty coverage and no action was taken. It is now out of the 10 year builder warranty.. When i spoke to ******* on January 29th 2024. he stated my repair was denied by the HOA board. i contacted those that i knew. and they stated they were never asked about this issue. Since I moved in in 2012 my gutters, anytime a heavy rainfall occurs turns into a waterfall the front and back of the property, my back door was damaged by the water falling onto the door.. I replaced the door and had a security door installed at my own cost. 2. I previously had ceiling damage in two spots due to gutter/ shingle issues. After 12 years of submitting requests these are still not resolved. I offered to pay for gutter guard. But because no one has replied to approve it I continue to have issues 3. Previous work done from the shingles repair added a very noticeable while guard on my roof which was not approved and he really stands out from the street. attached I have and others have reported to management abandoned cars on our private street. Per Lexington police it is the responsibility of the HOA to have them removed. Expired tags can't be towed by the police because the private street I live on and it is not in motion. Section V page 13 of their pdf attached previously

  

  Business Response

  Date: 03/21/2024

  The homeowner raised several issues, addressed below:
  
  1)  Non-responsiveness to communications – We previously told this customer that he needed to communicate with us via email as he had made one of our employees feel uncomfortable in face-to-face interactions and phone calls. Since the complaint date, we have appointed a new manager to his community and that person has communicated with him via email and phone calls.
  2)  Driveway issue – The driveway will be replaced, but the homeowner’s association needs to replace multiple driveways at once for cost reasons and will need to defer this item until funds are available.  All Points facilitates solutions once approved by the Board; budgetary limitations are taken into consideration.
  3)  Gutter/roof issues – Gutters are cleaned at least once/year throughout the community and on an as needed basis. We have record of dispatching roofing vendors per this customer’s requests to investigate and clean gutters as well as installing additional flashing to try to prevent overflows. If the gutter is still overflowing, it may need to be replaced with a larger size. The Association will look into that option and we will communicate with the owner. We are not aware of any unresolved roof leaks on this owner’s unit at this time.
  4)  Abandoned cars – Three vehicles have been towed since complaint date. The homeowner’s association has rules regarding parking, but the association Board must follow an enforcement protocol and reserves the right to work with other homeowners to resolve issues. In other words, just because this owner’s desired outcome has not happened immediately, does not mean the issue is not being addressed. We cannot discuss ongoing enforcement issues with other homeowners, so we are not able to provide specific details to this owner regarding towing of cars.
  
  We believe communications are improved and look forward to constructive efforts and communications.

  Customer Answer

  Date: 03/21/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

   

  1.  For step one I was not notified by anyone with the company I made anyone uncomfortable by voice, txt or email.    I made multiple attempts to 3 different people I had talked to previously and no one mentioned this. I called the front desk and left multiple call back requests from the owner or anyone and they told me specifically I had to speak to the current manager.   I would like the message sent to me or the BBB as proof I was notified of this 
  

  2.  I contacted the HOA while the driveway was under warranty. It could have been replaced then . This is unfortunate 

  3.  I used to be able to put in maintenance requests with **** when the gutters were full and they were cleaned multiple times a year?  This was when the website requests were going through with different owner ship 

  4.  I am following local police and code enforcement rulings.  Expired tags are not allowed on the streets whether public or private.   The van should be moved to ***** plan where more parking is available.   New families live here and we need the parking