Complaints

This profile includes complaints for Esquire Association Management LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Esquire Association Management LLC

  3912 Abel Dr Columbia, PA 17512-9031

• 

  Esquire Association Management LLC

  951 Rohrerstown Rd Ste 204 Lancaster, PA 17601-1974

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:01/07/2023

  Type:Product 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 recently had settlement on my home on 1/3/23. I sent in the November and December hoa payments via check (each for $250) to this association beforehand in which they stated they never received them. They ended up charging me these monies in my settlement on 1/3/23 because they claimed they never received my checks for these months. On 1/4/23, they ended up cashing both checks and are not giving me back a refund of these monies they already took out of escrow for. Also, they ended up charging me $125 in fees in my settlement taken out of escrow for late payments through out the whole year in which I never received any certified written communication they were charging me these erroneous fees that are not correct. Each check that was sent was always dated and mailed on the first of each month, as evidenced on each check.

  Business Response

  Date: 01/12/2023

  **************** resided in an Association that is managed by EAM.  As part of the resale process, the Association is required to issue a resale certificate which lists any monthly assessments that are in arrears and must be paid at the time of settlement.  **************** requested a resale certificate and the attached was issued in a timely manner showing the amounts due.  It appears that rather than waiting until settlement and having the funds collected by the settlement agent, **************** instead elected to send payments to EAM for the amount in arrears.  This created a duplicate payment scenario where the amount would be collected at closing and was paid by **************** as well.  **************** contacted our office and was informed on multiple occasions that EAM must wait for the checks (her duplicate payments) to clear the account and be posted to her account before reimbursement checks could be mailed to her.  Despite this clear notice and assurance from EAM that refund checks would be issued, **************** appears to have filed a complaint to seek that which was already promised.  The refunds have been processed and **************** will receive the overpayment in the mail shortly.
  
   When a monthly payment arrives late, a fee is added to the residents account in accordance with the Associations governing documents.  **************** appears to suggest that if she dates her checks with a date that would be considered timely, then the payment must be considered to be timely received.  This is incorrect.  It is ****************** responsibility to ensure that the monthly payments arrive by the first of each month.  **************** is afforded a grace ****** of 10 days and as a matter of practice, a late fee is not added until the 15th of each month.  As such, **************** failed to ensure that certain payments arrived by the 15th of the month and a late fee was added.  It should be noted that **************** was afforded electronic payment options to avoid mailing delays and it appears that she did not avail herself of that option.  The late fee is listed on each annual correspondence that is distributed in regard to the upcoming assessment and a monthly statement was sent to **************** notifying her of the balance on her account.

  Customer Answer

  Date: 01/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response Hello,

  Thanks for the follow up in this situation, and the clarity on this situation.

  With regards to the fee schedule, it appears this is invalid. Every check has always been dated and mailed on the first of each month, as evidenced on each check unless you have further objective, not subjective, evidence of proof to deem this invalid. 

  
  

  Furthermore, I was not provided an itemized schedule of the outstanding fees associated, nor ever informed of this procedural structure, therefore, requesting these additional fees be waived in essence as I haven't received any fee invoices before this settlement  date, and was unaware that your office was receiving said materials delayed. I just was notified of these outstanding fees that were listed within my settlement agreement encapsulated under the fees and arrears category with the internal naming conventions compiled of November hoa payment of $250 and $125 late fees equating to $375. 

  
  

  All together, I am still awaiting atleast my $500 checks this hoa promised to pay me (minus the additional fees that should be null in void due to the communication breakdown) that were cashed the day after closing for November and December payment ($250 each check). I have yet to receive any check from this hoa entity. Reiterating that I was unable to close with outstanding balances, and these balances were paid in full on my settlement date on 1/3/23. The entity cashed both my November and December hoa checks on 1/4/23, the day after my settlement was completed. 

  Regards,
  
  *************************
  

  Business Response

  Date: 01/20/2023

  Again, the date written on a check is immaterial to whether the check is timely received.  Monthly statements were emailed notifying the complainant of the balance due.  We have no authority to waive any late fees as the collection of the same was a condition to the sale of the individual's home.  Beyond issuing the refund of the duplicate payments, there is nothing further we are able to do.  Thanks.  

  Customer Answer

  Date: 01/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I have not received any checks from the association as of today, its going on two weeks. I will continue to keep this open until the refunds are received. Minus the discrepancy of your lack of communication regarding the late fees. 
  
  Regards,
  
  *************************
  

  Customer Answer

  Date: 01/31/2023

  Hi *****- I picked up my check- thank you. Case can be closed-

• Initial Complaint

  Date:12/01/2022

  Type:Sales and Advertising 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.

  The condo is managed by this Association. I had to replace an outside spigot within a certain time frame due to contractor schedule.. Representative from HOA said they may not reimburse til Spring if at all. Outside is their responsibility. Have ask for correspondence regarding an official contact with the council board that made this claim of reimbursement and Heather Shirk the Rep for the company will not return my emails. I would like reimbursement and a copy of the email correspondence from the council. Many home owners are having issues and we are wondering if they are mismanaging our HOA fees. Thanks 

• Initial Complaint

  Date:11/18/2022

  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.

  Hi there, My name is *********************************. I live at *************************** in Lancaster, PA.. I just signed and received certified letters in the mail (on Sunday 11/13/22) that states I have unpaid assessments in the amount of $504. This was the first letter I am receiving about this and I got another letter from ***** **** ***** Association saying this is my 3rd. I have been speaking to people in the Esquire Management Company since this happened Monday. They have not been returning emails, the woman I spoke to on the phone was extremely rude and kept talking over me, and only got a response when I proved them wrong about billing me for "overgrown trees and plants" at my house. I sent them pictures of my deceased neighbors house to prove they gave the bill to the wrong property. I only received a response after doing this and getting refunded $50. This issue has taken up SO much time and effort this week. My husband went and just paid the whole bill at first and I am fighting for what I am owed from this company. I am now concerned with the two certified letters I was told I received before this 3rd letter I actually signed off on this past Sunday. I never signed off on the other two letters, if I received those other two letters I would've taken care of this immediately. I contacted EM to be reimbursed for the late fees that was tagged onto the $504 bill. I have never been late on a bill and was never informed to go online and create an account in order to pay my HOA fee. I am still owed $150 in late fees that I again was not made aware of until this Sunday. The Esquire Company has not been of any help at all!!!! I am so disappointed that I pay an HOA fee and they will not give me any point of contact email and the phone number provided online is not working.

  Business Response

  Date: 01/12/2023

  *** ******* resides in a community that is managed by EAM.  To that end, quarterly assessments are due to the Association to pay for lawncare, snow removal and other services provided to **. ******* by the Association.  Despite notice having been sent to all unit owners in December, 2021 of the quarterly assessments due in 2022, no payments were received from *** ******* until on or about November, 2022.  The lack of payments was despite monthly notices being sent first via electronic mail and later via regular mail.  It is *** *******’s responsibility to ensure timely receipt of her assessments, and late fees are charged in accordance with the governing documents and notices that were distributed.
  
  *** ******* also objected to a fine that was levied on her account for failing to maintain the landscaping.  *** ******* provided photographic evidence that the problem was associated with a neighboring unit and the fine was immediately removed her account.  *** ******* was notified that the fine had been removed from her account.
  
  *** ******* exchange over a dozen emails with myself, and many more with other members of our staff.  She also contacted the office very frequently and was always treated in a professional manner despite *** *******’s unprofessional behavior with our staff and myself.

  Customer Answer

  Date: 01/23/2023

  Since nothing can be done to help my case. You can close the complaint.