Complaints

This profile includes complaints for FirstService Residential Texas, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  FirstService Residential Texas, Inc.

  14951 Dallas Pkwy STE 600 Dallas, TX 75254-6874

  
• 

  FirstService Residential - Austin

  3424 Paesanos Pkwy Ste 100 Shavano Park, TX 78231-4412

  
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  FirstService Residential - Austin

  5316 West Us-290 Service Road Austin, TX 78735

  
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  FirstService Residential - Austin

  5316 West Us-290 Service Road Austin, TX 78735

  
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  FirstService Residential - Austin

  5316 West Us-290 Service Road Austin, TX 78735

  

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:03/20/2024

  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.

  First Service Residential has intentionally targeted me with a violation that has nothing to do with my property address. I have emailed them photos of my home and my yard to illustrate that the supposed violation is clearly not associated with my property. The photo shows a house that is clearly not mine with a ***** that requires maintenance. I have contacted them numerous times and requested that the violation be removed from my account. I also sent them photos of my home and yard to show that the violation is clearly not my home. They could easily see this if the made the smallest effort to compete the photo of their violation with the photo of my property which clearly shows my address. The company lists this erroneous violation as a first offense. This enumeration seems to indicate progressive actions that they hold the power to apply fines and punishments, completely unchecked. They do not recognize or respect truth. I feel that this company is taking some sort of retaliation toward me for reporting HOA governance that did not meet the by laws. In fact, I complained about the very person who is the origin of this complaint. I originally responded to their violation in September, when they sent me the notice. I have written them several times since then and no action has been taken. They have also intentionally slow-rolled a request that had been previously approved. I submitted as a courtesy, to show that I will be completing the project soon, but they are not doing anything with it. I should not be able to be subjected to treatment like this without an advocate, and in this case, I am happy to bring this to you.

  Business Response

  Date: 03/26/2024

  After bringing this to the attention of local management, they provided details of the email conversation that this issue has been resolved. 

  Customer Answer

  Date: 03/27/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/03/2024

  Type:Service or Repair 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.

  Over the past two months Ive been trying to submit a noise complaint or violation of my neighbor violating the quiet hours daily by dropping weights and shaking my home nightly.I emailed Mille Prez on several occasions but no reply. I attempted the online complaint violations portal as well, but no reply at the time of this email.This noise has been an issue since October of last year. It affects my sleep and ability to wake up and drive to morning physical fitness training as I am active duty, stationed at *****This lack of action and response is absurd given the *** fee. I would like to see atleast a formal write up

  Business Response

  Date: 03/06/2024

  We were in communication in mid January re: this issue.  The resident was informed that this is a neighbor-to-neighbor issue and that her options were to reach out again to the neighbor or file an official complaint with the city. She wanted to remain anonymous since she indirectly brought up the concern previously and it had stopped briefly.  We agreed to monitor the situation and she was to report back to me if the noise started up again.  A noise violation to unit 14 has been issued.  This issue has also been brought to the board to be aware.

  Customer Answer

  Date: 03/06/2024

  What can be the recourse or results of a noise violation? The owner obviously was unimpaired by the complaint.

  Customer Answer

  Date: 03/07/2024

  The noise is almost daily and disrupting my health and well being as well as the quiet hours policy. If the *** cannot act above issuing noise complaints to the unit, I will have to escalate. I have tried to talk with the individual about the noise but no avail.

• Initial Complaint

  Date:02/29/2024

  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.

  First Services Residential is a management company hired by the Silver Oaks HOA. They have no legal right to add ANY fees onto property owners accounts without those fees being established by the ***** of ********** I've made multi calls and emails and the company can NOT provide me with ANY document establishing late fees. First Services without authorization added $20 (3x) and $25 to my account for a total of $85. Since these fees are fraudulent, I expect them to remove the fees from my account. I have paid my normal HOA fee in full today. I have been contacting FS since 1/8/24 for an explanation but I'm either ignored or they can NOT provide the documents I requested. My beyond frustrated.

  Business Response

  Date: 03/06/2024

  Good morning. Our management team acts at the direction of our board of directors and the rules established for the community by **************** management has been in contact with you in order to resolve this issue. We have provided the collection policy, an explanation of the homeowner's account and fees, an explanation on the assessment amounts, due dates, and how to pay them.  This account had been delinquent since July 2023. 

  Customer Answer

  Date: 03/15/2024

  I am rejecting this response because ***** Services has NOT provided a document signed/dated by the ***** of ********* establishing fees for late HOA payment or collection fees.  No such documentation has EVER been distributed to property owners.  ***** Services claims it only does what the *** instructs them to do, so where are the instructions?

   

  I guess ***** Services does NOT comprehend how serious this is.  Fraud is a felony punishable by prison, fines and refunds to customers. 

  Someone who I complain to will realize this goes far beyond the amounts on my account.  ***** Services has hundreds of HOA across the nation.  How many victims have been defrauded?   How many millions of dollars has ***** Services illegally gained?

   

  The majority of society living in an HOA development can't stand their management company, mostly cuz they are unaware of how many laws they are breaking by acting as a landlord over property owners.  I intend to see management companies stop violating property owners rights and violating state laws.  Management companies are hired secretaries and NOTHING else.

  Complaints are being made to the IRS.  I will also be filing a police report. 

   

   

  Business Response

  Date: 03/27/2024

  In response to the homeowner stating FSR did not provide a document stating the *** established late and collections fees; Silver Oaks HOA DCCRs  in  section 4:11 state the following: any assessment or other sum due herein not paid within 10 days after the due date, the Association shall have the right to: (i) charge a late fee, in an amount determined by the board;(ii)charge interest on the amount due at the Designated Interest Rate from the due date until the date the sum is paid and/or (iii) charge costs and fees related to the collection of the sum due. 

  Also in section 5.6 of the CCRs  it states that the Association shall have the right to contract with any person or entity for the performance of various duties and functions.  This right shall include, without limitation, the right to enter into management, operational, or other agreements with other persons or entities  ********* may employ for the Association a management agent or agents to perform such duties and services as the Board shall authorize.  

  Per the management contract between Silver Oaks and ************* Residential   section 2.4..4 states the Board authorizes Agent (FSR)to take such action or to engage third parties as may be necessary to collect unpaid periodic assessment payments which are due from Owners pursuant to the Governing Documents.   Section 4.3 specifies that the charge amounts for this service are included in the Exhibit A of the management contract.  

  Per the associations retention policy, we are happy to provide the management contract to this homeowner upon proper request in writing and signed by the homeowner.  Copies and mailing will be made at the homeowners expense.  

  To see the full CCRs - please visit the resident portal - ******************************************

  Customer Answer

  Date: 03/27/2024

  I am rejecting this response because:   ***** Services is withholding a document from the property owners and demands payment in cost to see what charges the *** of the *** has subjected every property owner to.  As the developer is no longer in control of the ***, this means ALL property owners are a member of the ***.  It's absurd ***** Services is withholding this document to property owners that as they say defines fees charged to property owners.  

  As it stands, ***** Services is refusing to provide documentation of fees to property owners or the BBB.

  There have been many complaints with ***** Services on social sites.  I look forward to a lawsuit 

  Business Response

  Date: 03/28/2024

  We have supplied all the necessary documentation to address the complaint. What the resident is asking for is unreasonable and will never be satisfied with our responses. 

  Business Response

  Date: 04/02/2024

  We have supplied all the necessary documentation to address the complaint. What the resident is asking for is unreasonable and will never be satisfied with our responses. 

• Initial Complaint

  Date:02/16/2024

  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 called the customer service on 2/16/2024 8:47 pm about property ************************************************************* ***** as an incoming homeowner . I got very poor and rude customer service . No introducing his name . Repeating the same sentence to the questions I asked but not providing any helpful information or explanation on what I am asking . Hung up before I hung up after he repeated the same sentence to me. This person should not hold his current job .

  Business Response

  Date: 03/06/2024

  Good morning, ********. After extensive research and speaking with the management team, this is not the experience we expect from our associates. We have taken corrective action and apologize that this was your first experience with our company. We always strive to aim high and build great relationships with our residents and boards. We hope you have a better experience in the future. 

  Customer Answer

  Date: 03/06/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:01/17/2024

  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.

  I received the annual bill/invoice for my HOA association dues for the 2024 calendar year. I have paid my dues in full for calendar year 2023 (see attached screen shot). And the HOA is not raising the dues. So I should only owe the $250.
  
  However, I am inquiring why there is an additional $50 charge on the bill/invoice. Why is this? I had established e-Check(ACH) which is FREE (the fee chart icon on the website says e-Check is a free payment method). Soo…if the transaction failed then why am I being charged a $50 fee? And where is it listed that a $50 fee would be charged in this case? I see no mention of it in the bill/invoice I received in the mail and/or on the website. I made the payment on 1/6/2023 via AMEX and my bank statement shows it went through on the same day. It’s still well within the 30 day grace period for payment. I have 10 year good payment history.
  
  I”ve made several attempts to resolve the matter, however the FirstService Residential refers me to the local point of contact (Marisela *******) whom I have reached out to a couple of times as well as FirstService Residential with no response.

  Business Response

  Date: 02/05/2024

  We have passed this issue to our local management team to research and reach out directly to the customer to assist in the resolution of this complaint. 

  Customer Answer

  Date: 02/14/2024

  I am rejecting this response because:   

  I emailed To: Marisela ******* <**********************************> Cc: *** * ** <*************************> on Monday, January 22, 2024 10:16 AM stating, "I have made a payment in the amount of $250 for the 2024 HOA Annual fee. I am disputing the erroneous $50 charge applied to my last statement."

  I emailed Marisela ******* <**********************************> Cc: *** * ** <*************************> on Monday, January 22, 2024 10:16 AM stating, "Please find attached proof/receipt of annual HOA payment made for 2024."

  I received the following response: 

  Monday, January 22, 2024 1:50 PM

  RE: 7207 Autumn Park - Accounting Inquiry

  To: **** ****** ********************
  Cc: Marisela ******* <**********************************>, SAN - Account Services <**************************************>, Delanie ****** <********************************> 

  Thank you for quick response, they will be in review.
  Thank you

   

  I have NOT heard back from anyone since on the erroneous $50 charge that I am disputing.  

  Business Response

  Date: 03/05/2024

  Since this fee
  was incurred by the member the Board is willing to waive $25.00 as a one
  time. A message has been left with this information. 

  Customer Answer

  Date: 03/14/2024

  I am rejecting this response because:   The original payment was setup as e-Check(ACH) which is FREE. So there should be NO COST if payment didn't go through, similar to when you use a credit card at the store and it gets declined...they simply ask for another one or different form of payment. Also payment was made in FULL within the time frame allotted so there shouldn't be any additional charges.  The erroneous $50 charge I am disputing still hasn't been clearly defined as to what it is for and/or mentioned anywhere on either the payment website or the invoice I received in the mail.

  Additionally, ****** ******* sent my issue/dispute to the regional director Rhonda **** twice with no response (see attached screen shot of email). 

• Initial Complaint

  Date:06/13/2023

  Type:Service or Repair 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.

  Complaint against ************* Residential regarding the ongoing communication issues and payment discrepancies I have experienced while attempting to resolve a matter related to my property, as well as provide additional information regarding the payment issue Lack of Response to Emails: On multiple occasions, I reached out to FRS via email to address the collection notice and additional fees associated with my property. Despite sending emails on February 20, 2023, and February 22, 2023, I did not receive any response or acknowledgment from their team. Ineffective ************ When I called FRS for assistance, their customer service representatives informed me that they were merely a call center and that I needed to speak with the management team to resolve the issue. I requested a call back, but it was never received.Non-responsive Contact Person: *****************************, the designated contact person at FRS, also failed to respond to my emails sent on May 25, 2023, and May 27, 2023. Multiple phone calls and voicemails were left, but she never returned any of my calls until May 31, 2023, after numerous attempts. I have obtained confirmation from CLICK PAY, a third-party payment portal, proving that my auto-pay has been active. FRS did not notify me about the payment issue until mid-February.Continued Communication Attempts: Despite the lack of response, I continued to make multiple attempts to contact FRS regarding this matter. However, my efforts to resolve the issue were met with silence and non-responsiveness. I am deeply dissatisfied with FRS's handling of the situation. It is disconcerting that they did not notify me about the failed payment promptly and failed to respond to my multiple attempts to reach out to them for assistance.In light of these circumstances, I kindly request your intervention in this matter and urge FRS to address the communication issues promptly. And, I request that all extra fees be waived, and the matter be resolved as soon as possible.

  Business Response

  Date: 07/31/2023

  The account remains at the attorney until paid.  The resident must pay the attorney directly so they can close the account in legal.  We discussed this back on June 28. I will forward his complaint to ***************************** to advise the owner that there is no alternative but to pay the account so this issue can be closed.

• Initial Complaint

  Date:06/01/2023

  Type:Service or Repair 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.

  I, along with many other residents of the Colony, have been emailing, calling, and visiting the ************* Residential office for the new Colony for months and have not received any responses. There are multiple repair requests that can cause physical harm to the community. I have written and called several times for issues with no response either from their service portal, phone call, or through direct email. I am wondering why I am paying for an HOA service that does nothing for the safety and well-being of its customers? Insect/rodent infestations, hanging light fixtures that are only held up by their grounding wires, slick concrete around pools, disconnected light fixtures, pickleball courts unfinished, unmaintained sidewalks covered in mud, parking/roadway violations, speeding housing contractors, lack of garbage cans in parks, garbage in the common areas, etc. to name just a few. Are they trying to invite lawsuits for damages due to their unresponsiveness, negligence and lack of communication? They are able to spend our funds planting trees and shrubs that keep dying but can't afford to maintain public use amenities that we pay for with our monthly dues. The community is tired of playing "cat and mouse" with our representatives and want action on our safety issues.

  Business Response

  Date: 06/12/2023

  We have been addressing many emails, calls and visits from many Homeowners. Communication has been sent to this Homeowner and  updates are being provided to the membership on pending items that affect them just like the ones we have provided below.
  
  We have sent this Homeowner an email addressing each one of these issues individually on 05/29/23.  We have also met with the Homeowner at the ************** on 05/26 to discuss these items in detail.  We would gladly like to set up a mutual time to meet with the Homeowner again to discuss these or any other issues that *** still be lingering.
  
  Insect/rodent infestations We have already addressed the spider nests and wasp nests at the ************** on 6/3/23. 
  
  Hanging light fixturesthese lights have now been repaired.
  
  Slick concrete around poolswe were just made aware of this on 05/26/23 and we are getting some vendors to take a look at this to see what can be done to resolve this issue.  We have not had any other complaints about this.
  
  Disconnect light fixtureswe have a vendor that has been out there repairing light fixtures.  We will contact you directly to see which disconnect light fixtures you are referencing.
  
  Pickleball courtswe are waiting on an engineer to look at the pickleball court to determine if there is a issue with the court foundation before we can have it painted again.  The weather has been a big factor in the delay of the vendor.  The engineer needs a full a certain amount of day without any rain before it can be inspected.
  
  Unmaintained sidewalks covered in mudall sidewalks are maintained.  We have had a lot of rain in the last couple of months which *** have caused the mud to wash onto the sidewalks from time to time.
  
  Parking/roadway violationswe drive the community frequently and we address compliance issues.
  
  Speeding house contractorswe dont patrol the public streets and if you see this happening, please feel free to call the ******************* and report the license plates so they stop doing this.
  
  Lack of garbage cans in parksthe Board has some trash cans on order for the new park.
  
  Garbage in the common areasWe do our best to pick up any trash that we see, it has also been very windy and trash blows from everywhere.  We do have discussions with the builders about their lots and containing their trash.

• Initial Complaint

  Date:04/13/2023

  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.

  I have been trying to make a payment for about 2 months now with this company. I logged into the quick pay to pay HOA fee and I was blocked from paying. I called the end of February to make payment and I couldn't. I was told to do it online. When I tried to pay online through quick pay , I was blocked from the system. Quick pay said to contact property manager ( first service residential) to get me unblocked since they were the only ones that could do that. I called and emailed ********************* and she never responded to my email nor phone calls. I kept getting the run around between them and quick pay. First service residential is the responsible party not quick pay. When I called today first service residential said they could not help me because the account went into collections. I was never notified it went to collections. Plus it should have never gone to collections since I had been trying to make a payment for 2 months. I cannot make payments if they blocked me from system. Now they went ahead and sent it to collections, which affects me. I was only given an email to contact collections who has not responded back to me. No number just an email ********************************************* I have been trying to get this resolved and first service residential is giving me the run around and adding more fees which I cannot pay for the past 2 months since I was blocked from system. How am I suppose to pay the fee If they had me blocked from the system and not giving me the correct information?? They are doing a lot of shady things and apparently this is not the first time.

  Business Response

  Date: 04/14/2023

  HI ********************,

  We do not have a record of receiving a phone call from you, but do have an email that was followed up by phone call from the manager. We received your email on 3.20.23 and returned the call on 3.21.23 and tried again on 3.22.23, but were unable to connect with you. By this time we received your email, the account was already in collections and we are very limited on what we are able to advise you on when in collections. Other than the one email, we have not received any other correspondence directly from you. We take action at the direction of the board and the governing documents for the HOA. 

• Initial Complaint

  Date:04/11/2023

  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.

  On March 1, 2023, we were advised that a special assessment we had paid last year would be refunded back to us. On March 3, 2023, I received an email from ******************************* who is the community manager for Seagate Condos, that our refund would be mailed to our home and we should expect to receive it in 3 -4 weeks. This was for our second home located in ************, **.As of today, it has been almost 7 weeks since this was told to us. We have since sold our property on March 20,2023. Our concern is that since our property was sold, ************* Residential is withholding the money that is due to us.I have made multiple attempts to contact ******************************* and she has only responded saying she will discuss with the accounting department. The last I heard from her was a week ago. I contacted ************* Residential in ****** and was told that Crystan would call and she has not.We just need to get the $5,300 that is owed to us. The fact that we were told this would be mailed and received 3-4 weeks from March 3rd and now we can't get any kind of response to let us know that a check has been cut and put in the mail. All we want to know is that a check is coming and for how much and we can't get that answered.

  Business Response

  Date: 04/27/2023

  Thank you for reaching out. After researching with our local management team, below is the timeline of what happened and when. We hope that this has resolved the issue at hand. 
  
  Refund available: We notified owners that refunds would be available on 3.1.23.
  Refund requested:  **************************** requested a refund on 3.3.23. We confirmed and told her the turnaround would be 3-4 weeks. She confirmed that her closing was on 3.20.23.
  Sent to accounting: Refund was submitted to account on ******.
  Owner Contact: *********************** reached out on 3.12.23 inquiring about when the check would be cut.  ** responded on 3.13.23 that the check would likely be cut this week as processing normally takes two weeks and then two weeks is allowed for mail time. 
  Owner Contact: **************************** reached out again on 3.30.23 to check the status of her refund.  ** responded on 3.31.23 letting her know that we have followed up with accounting for an update and we would be in touch as soon as we had an update. 
  Owner Contact:  **************************** reached out again on 4.3.23 to request an update.  ** responded on 4.5.23 letting her know that we were still waiting on an update from accounting. 
  Owner Contact: **************************** reached out again on 4.10.23 stating she would be filing a complaint with the BBB.  ** was out on vacation but escalated the matter to the Director and the director escalated the matter internally to the President. ***************************** Accounting found an internal technical issue that caused the tickets to merge internally and close without any action.  The issue has since been resolved and on 4.13.23 the ** reached out to ******* and ********* to provide them with a tracking number for their payment.  

  Customer Answer

  Date: 04/27/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/15/2023

  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.

  The ********************** community is concerned about the budget and costs of utilities and landscaping. I reached out to a *****************************. She was answering my questions till I questioned the budget. She stated there is 288 owners/accounts. There is discrepancies with the budget that she seems to be refusing to respond to. The budget has incorrect amount for the assessments and the special assessment. The amount is lower compared to what is actually is. The water went from 3k to 12k and landscaping went from 15k to 50k with no explanation for the large increase in cost. **A income towards budget.60,365 - ** assessments ****** - special assessment ****** - developer subsidy ****** - capitalization fees ***** - legal fees and plan reviews.Total is 112 budget is 112k The ** assessment is not for 288 accounts. It's for ********** is 79,200.Special assessment of ******. Is roughly 100 per account of 219 total accounts or $75 per account for total of 288 accounts. But owners are being charge $200 for yearly for years 2023 and 2024.If you replace assessments with the amount for 288 accounts and replace special assessment with the 200 yearly the income for ** is way over budget.79,200 - **A assessments ****** - special assessment ****** - developer subsidy ****** - capitalization fees ***** - legal fees and plan reviews.Total of ******* which is ****** over budget.There is also no Reserves which is important and very beneficial for the community. The **A is also wasting water. Water restrictions are in place on stage 2. **A should only be watering on Wednesdays during ****am and ****pm. **A is water daily even during rain. It's causing flooding and damages to owners yards.

  Business Response

  Date: 03/17/2023

  The complainant is set to close on 4/12/23 and was seeking out information before moving forward with the closing. The complainant emailed the manager with her concerns after seeing a post on ******** about a special assessment letter that other residents were posting. The complainant wanted more information on the special assessment and which I shared with her. Also requested access to financial records and to association bills. Unfortunately, we are only able to provide this information homeowners, but are able to provide copies upon request per the records copying and retention policy as well. The complainant was informed her of this policy.
  
  For the irrigation, this has been corrected since January. We are not sure what the date was for the post she saw on ********. We monitor ******** for any of our Associations. I have an irrigation report which states the times on them which are set for Wednesdays, 7AM-11PM. Zones 2,4,5. There were also some replacements done for broken heads, drop line, and back flow fittings.
  

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19844415
  
  I am rejecting this response because: owners have reached out for this information and manager has not responded to the owners. 
  

  the special assessment still hasnt been recorded with county so title company and builder is not able to disclose this information to me or future buyers

  There is discrepancies with the budget and no one is giving buyer or owners and explanation.
  

  According to sales person at Bella vista builders pay assessments for every lot they own but budget doesnt reflect this. 

  I responded to ******* earlier this week and no response from her.
  

  Business Response

  Date: 04/20/2023

  Last email I have received from ****************** was 3/20/23.
  Management has responded and sent financial documents to the only two owners who requested them.
  Special assessment has been recorded. Please see attached.

  "According to sales person at Bella ************** pay assessments for every lot they own but budget doesnt reflect this." Management is not sure the information provided by the sales person is accurate. ************** does not charge builder assessments at this time.

  Reiterating previous responses that only owners have the right to request certain documentation of board business. We act only with direction from the board of directors and in accordance with Texas law and the governing documents of the association.