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:12/27/2023

  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 moved from my home in April, 2022, which was under William Douglas Property Management. The attorneys have informed me that they sent the closing documents over. I continue to receive bills from William Douglas, despite me not living there. I reached out to them after the first bill in July. They stated they did not receive the closing documents. I called the attorney who stated they resent them to the Property Management Company. I then received another bill. I contacted WIlliam Douglas with Case # ****** and discussed the situation with ***. *** said she would reach out to **************** to confirm if they have the documentation and let me know what was going on. She then gave me the ticket number before the chat was closed for my records. I never received feedback from **** I then received another bill. I reached out again to William Douglas. ************, she did not know if they have the closing documentation but wanted me to have the attorney's resend it as this would be faster than checking with ****************. I requested to file a complaint with William Douglas in regards to the situation. She would not let me file the complaint and instead told me that she would wait for the e-mail from the attorney. I also requested to have the ticket number of the chat. She stated she could not provide that and would instead e-mail the ticket number over as she could not get a ticket number until the chat was closed. This is contrary to what *** did. I would like the business to stop sending me the bills and to start sending the new owner the bill. The customer service has been poor as I have been trying to get the issue resolved now for months. There should also be a way for customers to submit a complaint to the company rather than **************** denying a way to file a complaint. I can provide screenshots of the ticket number from **** that chat with ********, and a copy of the transcript of my most recent conversation with William Douglas.

  

  Business Response

  Date: 12/27/2023

  Hello, Thank you for your comments. I am sorry to hear about the issues you are having. What is the property address of the home you sold earlier this year, and in which Association name is it? Please have the attorney resend the closing information, as the only reason a bill would be sent still is that we have not received a copy of the settlement statement. There is nothing we can to update the account without that. Please have your attorney send this directly to me at *********************************** so we can correct our records to reflect you are no longer the owner. With this regard, without this there would be nobody to escalate the complaint to, as we cannot change owner information without legal documentation the home has sold. This should have been explained both by *** and ********, and I am sorry to hear it was not properly explained. As soon as we have this information from your attorney, we can get our records updated so you do not continue to receive an invoice.

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 21060333
  
  I am rejecting this response because the issue is not closed. I have contacted the closing lawyers and they will be sending the closing documentation to ** Douglas for the third time. I gave the attorneys both the e-mail address you provided and ******************************* It is clear ** Douglas does not have proper documentation control or follow-up procedures. *** in her ticket stated she would contact me the following week with an update. ************, *** reached out once to ****************, did not receive a reply, nor was there any follow-up from *** to myself as she said there would be. Yesterday, ******** stated she would follow-up with an e-mail of the conversation and the ticket number. I am still waiting for the follow-up. ******** also stated it would be faster if I had the attorneys resend the documentation rather than having the ** Douglas ************ check to see what was going on with the documents. It is ridculous that ** Douglas sends threatening bills to me stating they will pursue foreclosure, attorney fees, etc. when I sold the house in April and their own team does not follow through with what they say they will do. It is also extremely concerning that ** Douglas admits that, even though they are sending threatening letters, that it is faster for the customer to have the lawyers resend closing documents for the third time than to research what is going on with the issue. 

  
  The property address is ***********************************************************. My original Ticket Number with *** is ******. The *** is **************. I am still waiting on my follow-up from Chaunice on what my ticket number for that conversation is. 

  Stop sending me bills and stop sending me letters threatening financial repercussions, liens, and foreclosures on my house for a property I sold in April.. ****** review your document control procedures and start following through with what your employees state they will follow through on and have better document controls. Again, it is highly concerning that ******** stated it is quicker for me to contact the lawyers office and have them resend the documents than **************** to research what is happening with the documents. 

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

  

  Business Response

  Date: 12/28/2023

  ************, 

  Thank you. To date we have not received anything from your attorney, and the attorney is the party responsible for providing this to our company. Because of the disussion you hadwith a virtual employee yesterday (likely before ******** took over the chat), ******* in our closing department went to the county deed website and pulled the deed and updated the records. You should not receive additional letters, but if you do, they can be ignored. I am not sure how long it will take for the records to be updated and since it is end of month another letter may have auto-generated. This has been done as a courtesy, as the attorneys and seller are responsible for providing the closing statements to us. 

  If you wish to provide further feedback, please send an email to ************************************ as she is the person in charge of that area of the state. This BBB account is for the ******* area. 

   

  Thank you. 

  Customer Answer

  Date: 12/28/2023

   
  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, despite the company still trying to blame the customer for the fact that they lost the documents multiple times. They will not accept blame for their mistakes. Based on their response, this could have been resolved by them months ago and they chose not to. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/05/2022

  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.

  William Douglas Management was my homeowners association management company until 9/30/22 for ****** *****, Raleigh, NC, 27616. I was informed by email 10/05/22, as of 9/30/22, they were no longer managing our subdivision and my payment account has been deactivated before 9/30/2022. I made several attempts before 9/30/22, to make my 9/2022 payment online and it wouldn’t go through. The first time was in 9/26/22 and several times after that. Per our bylaws we can make a payment before the end of the month before a late payment is accessed. William Douglas didn’t send any information prior to 10/05/22,about payment accounts being deactivated prior to 9/30/22. I’m at risk for potential credit issues because they did not doing their job thru 9/30/22, while still employed by ****** ***** Association. I did receive a hurricane update email from them on 09/29/2022, they were still sending emails at that time. Jeanell Samillano said they deactivated the accounts early to make sure there were no pending payments as of 9/30/2022. They can either accept my payment or credit my account.

  

  Business Response

  Date: 10/06/2022

  The HOA Board of Directors, not prior management (William Douglas) is responsible for making sure the new management company provides everything to the members with advance notice. As of today, the ****** ***** HOA Board has not provided us with the new management company information, and stopped responding to our communications 2 weeks prior to our last day of service on 9/30/22. Because we are not a decision making party, but we hold agent rights, we have the ability to shut of payments to avoid issues during the transition which is in the best interest of the HOA. The assessments are due on the first, and late if not received by the 30th.  Any time during a transition with the last day of services being the 30th or 31st, we shut off online access (which is not a service we are required to provide) to avoid payments from being returned after the transition, which is typically 10 business days. This owner will need to work with the new management company for this issue, and I am sure that they will be able to assist, as we no longer are contracted to handle anything related to this Association. This owner is not at risk of any kind on our end for credit issues, as this Association does not report unpaid payments to any credit bureaus while under contract with us.