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:12/21/2022

  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.

  I have been paying my dues on time for the past months and haven't had any issues. This past month on 11/26/2022 I sent check#**** to them for $608 and weeks later they started harassing me via emails about not paying my dues. Just recently they added a late fee to my next month dues when I informed them that already paid. This horrible company held on to my check and now they have cashed the check#**** for $608 out of my bank account. Because of their negligence I should not have to pay a late fee since I sent the payment in on time. This company is going to continually scam people like me out of money because they don't know how to do their job and they keep charging people extra instead. I will not pay this late fee and I will also be reporting this to the **************************

  Business Response

  Date: 12/22/2022

  Her payment was sent to our lockbox in *******, ******* back around 11/26/22 and they just received it and processed it on December 19, 2022 and it was credited to her account. We do not have any control over how long it takes for the **** to deliver mail. The delay could have been because of the weather, because it is the busiest holiday season or short staffing. We have gone in and waived the late fee of $20.00 as a 'courtesy', which we would have done anyway if she had asked because of her excellent payment history. However, this owner did not give us a chance. Please note, full payments are due by the 1st of each month, but the association where she lives enjoys a 15 day grace ******* so as long as full payment is received by the end of business on the 15th a late fee is not automatically assessed by our system. As for the threatening emails, a payment "REMINDER" is sent out to ALL owners automatically by our system the last week of the month to let them know that we did not receive their payment. Most owners we have been told like this feature because if they get the reminder email and they know that they sent the payment, they reach out to us to investigate where the payment went. The owner can go into her online owner portal and shut these reminders off at anytime. We could have told her that if she asked us about them. Lastly, when the owner received the ***** REMINDER she did contact us the afternoon of 12/18 and I responded to her early the next morning and told her that the last payment we received from her was at the end of October. I sent her a copy of her owner ledger which shows all charges and payments to her account and if there were any missing payments, and the check had been cashed, to provide me with the check #, date cashed and the amount of the check and I would research it for you. We are unable to research payments if the checks have not been cashed and we do not have the check information. Last evening, 12/21, at 8:14pm she sent me an email with the check information and told me it was cashed and that she was going to file a complaint with the BBB. Our office closes at 5pm so I did not receive her email until this morning. If the owner had waited for me to get in, I would have seen the payment posted to her account and waived her late fee as a courtesy. Unfortunately she did not give us a chance before she filed the complaint. Her account now has a $0.00 balance through December 2022.

  Customer Answer

  Date: 12/23/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************