Complaints

This profile includes complaints for Associa Home Office - Dallas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Associa Home Office - Dallas

  5401 N Central Expy STE 220 Dallas, TX 75205-3347

  
• 

  Associa Home Office - Dallas

  301-1195 West Boardway Vancouver, BC V6H 3X5

• 

  Associa

  13208 NE 20th St Suite 400 Bellevue, WA 98005-2027

  
• 

  Associa Sierra North

  187 W Main St Lehi, UT 84043-2145

  
• 

  Associa, Inc.

  25227 Grogans Mill Rd STE 255 The Woodlands, TX 77380-2178

  

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:10/11/2022

  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.

  The association does not enforce the rules of the housing development it managesIllegal parking Bikes in front yardGarbage cans left out constantly Water hole in my back yard for 2 years
  

  

  Business Response

  Date: 12/27/2022

  Business Response /* (1000, 5, 2022/10/12) */
  Associa Minnesota is the managing agent hired by the Board of Directors. We take direction from the Board in accordance with the Governing Documents and the Rules and Regulations for the Community. Discussing the status of another neighbors violation and whether they have been issued a violation or in discussion about a concern/violation is not public HOA knowledge. The Community Manager does routine site inspections per the management agreement. At any time should an owner have a concern about a violation within the Community they may bring it forward to Associa Minnesota to follow up on with their next inspection or engage the Board for further direction. Please send in a photo of the water hole in your back yard for review and a work order if a common element of the HOA. Thank you.

• Initial Complaint

  Date:10/09/2022

  Type:Customer Service 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.

  Smith Management takes care of our property which is Villas At Walden Pond in O Fallon Mo. My mortgage company needs proof of insurance and when I call Smith they don't call me back with information. I have called 4 times and they say they will find out and call me back. There is a Masterpolicy on the villas and I need to know who has the policy to give information to my lender.I hope you can get an answer for me.Thank youRuth *****

  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 7, 2022/10/14) */
  Smith Management is sending out communication to all owners providing the current insurance carrier contact information as a learning from this escalation. Additionally, we have reached out to you providing the information you need. Please do not hesitate to reach out to the Director, Nicky, at 314-626-6870 who can assist you with future inquiries and escalations. She is also emailing you this morning with her contact information and the information you've requested.
  
  
  Consumer Response /* (2000, 9, 2022/10/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They sent the insurance information. I was able to provide what was needed to mortgage company.

• Initial Complaint

  Date:10/06/2022

  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.

  Associa Nevada south- cottonwood at Alexander community.
  Multiple attempts of resolving issues like lights out on pathway, broken entry/exit gate. Poor landscaping maintenance. The association charges $110 monthly per home in a community with at least 100 homes. It's supposed to be a gated community with a pool, and landscaping. Well the gate is constantly broken they take along time to fix it all just so it can break again. This has been 3 years ongoing. Secondly the lights in the pathway have been out for at least over a year now. I've contacted management multiple time with zero effort in resolving this issues. Next we have landscaper who come in randomly and pick and choose what gets done. I've had weeds growing in my front yard area and they have yet to do anything about it. Multiple neighbors have hedges that need to be trimmed and they haven't trimmed them. They say to reach out and we do yet nothing gets resolved. I don't have specific dates because it's been happening for so long and constantly. I do have my attempts to contact them.

  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/10/12) */
  Management works on behalf of the Association at the direction of the Board of Directors. Each concern has been dealt with and discussed in the ongoing Board of Directors meetings. There are projects mentioned that have been completed and other projects that are currently in progress. The community also has a vandalism issue that is out of Management, the Board of Directors, and the Vendor's control. The gate, the pool, and the lights are continuously vandalized and later repaired by the HOA. This cycle of vandalisms has led the Board of Directors to constant repeated repairs, camera installations, & monitoring services in an effort to reduce the incidences. The landscape vendor visits the community on a weekly basis and is on a five-week rotation, they do not service the entire community on each service visit. We urge each homeowner to attend the quarterly meetings to voice their concerns and receive the ongoing updates about each of these items.
  
  
  Consumer Response /* (3000, 7, 2022/10/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This type of response would be acceptable if these issues were new, but the fact of the matter is that this has been ongoing for at least minimum two years. The pool didn't work for the longest time, all so anyone could get access to it and well we all know what happened. What is the pint of the camera near the pool? Are they not working? How long have they been out for is so??? Lights have been out for over two years in two years you couldn't get cameras to work to see who is vandalizing the property? This is news to me, all the request I've made to get this resolved and no one had ever informed me of vandalism. I have camera and have never seen anyone messing with the lights. The gates are constantly giving out, how is that due to vandalism? It just seems like a poor excuse to cover the lack of effort on your part. On site walk throughs the community, you couldn't do that? You say that you inform the community about these meetings I have received maybe four notices about a meeting happening and it's always a few days before the meeting. Many of us work and cannot on the drop of a hat request to be available at the time of the meeting. You should do better programming these meetings to give people the opportunity to be able to show up. I will gladly show up at the next meeting if I am given enough notice so I can make sure I let my job know that I need to be somewhere as important as this because this is absolutely ridiculous and a poor excuse of management. Your job is to manage the community and it's just obvious you aren't capable of doing so.
  
  
  Business Response /* (4000, 9, 2022/10/25) */
  As the current manager this community is new to my portfolio. I have been assigned to this community only since May 2022 and since then the gate has worked intermittently. The gate has been repaired and vandalized several times. The pool was opened in May 2022 and later closed at the Board's direction also due to vandalism. The pool is currently in optimal condition but closed for the winter. The cameras by the pool are working and have been subscribed to a remote monitoring system. Many other items have been corrected in the last 5 months and we are actively working with vendors to continue improving the community. We have conducted on-site inspections and all meetings are noticed in compliance with NRS 116. There is also communication added on the TownSq App to keep the community updated. Business matters are being handled per NRS requirements and we schedule them promptly but we do rely vendor availability.

• Initial Complaint

  Date:10/01/2022

  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.

  I have attached 7 documents, and I have lived at this address for around 15 years.
  
  The document fees.doc details my submission and is attached as a document because it is too long for this space.
  
  In summary, I have no idea what your referring to in the poorly written September letter to me demanding an immediate payment of $75. And I do not appreciate the attempt to bully me with empty threats that have no basis in fact. I previously complained about the length of time that your bank was using to process these checks and was told it was the post office fault. However, as shown above on the JuneCheck.pdf that there was a problem on your banks end processing this check, yet you blame me for that result. The other checks were fine, but again, I believe it is taking your bank much too long to process these checks, and they are not doing it as they are received, which is contrary to what your resident manager stated in her message to me via the TownSq website(PreviousRequest.pdf). Please note that she said " they are processed by the bank every day when they collect the lockbox." EVERY DAY to me means EVERY DAY.
  
  Again, I cannot emphasize this enough. You are choosing to use this bank in KC for St. Louis properties when there are dozens of regional banks you could be using that could offer local processing of checks. Then, you are turning around and blaming residents, post office, etc. rather than the third parties that you are choosing to do business with. It is ridiculous. As shown above, JuneCheck.pdf, it took 9 days to process this payment. You cannot dispute that.
  
  I believe I have documented in my previous message that subsequent payments were processed by your system before the "late date". In addition, like I have been saying all along, all of these delays in these payments are being caused on your end, which you have failed to acknowledge or address despite being aware of them from my previous message on this topic.

  

  Business Response

  Date: 12/27/2022

  Business Response /* (1000, 5, 2022/10/05) */
  The attached letter was emailed to Mr ****** and mailed regular mail as well. All late fees have been credited back to the account. As noted in the letter, unfortunately we cannot control the delivery date of the payments by USPS that has been an ongoing issue for the last couple of years, and the KS address is a bank lockbox that is the address in which the payments are mailed so payments are posted as soon as received as long as there is supporting information with the payment showing where it would post to. Anything that is missing will delay that payment. Mr. ****** was provided with contact information to the branch president should he have future escalations that need addressed.
  
  
  Consumer Response /* (3000, 7, 2022/10/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This response simply does not reflect the facts in this case. I consider this a very serious matter, not because of the late fees and processing fees that were assessed, but because of the wording in this September letter that you sent to me. This letter demanded immediate payment AND if I did not nothing, you would escalate it with property liens, which would cause additional legal fees and proceedings that would all be billed to me. Because of this, I believe I deserve a much more detailed explanation of what really happened with my account. So, I am again requesting you look at the what I submitted previously and seriously address my concerns with your systems. Below I am again detailing some of the items brought up in my initial complaint.
  
  My June check(which I previously attached) was processed by the bank on 06/07/22(Tuesday). This is not something for debate, as that is the date on the back of the check and is endorsed as "For Deposit Only, Smith Management." I also previously attached a payment log from the SMG system that showed the payment was processed on 6/15/22(ie "Lockbox Payment"). This delay was definitely caused by your system as there is no other explanation. This delay caused a $10 late fee on my account.
  
  I have reviewed all the subsequent checks on this account, and they were all processed before the late date(ie. 11th) on this account. I previously had attached Aug. and Sept. checks as the letter from your office indicated that I was assessed late fees for those months too.
  
  You ignored all of this in your letter and doubled down on your Post Office theory, and of course, blaming me by implying that I left out coupons in the envelope that I mailed. So, for 15 years I have been doing this right, but for 3 out of 4 months I leave out coupons, which cause a delay? This does not even qualify as a bad excuse as I have also always put the account number on the checks(as shown on the ones that I attached previously), per your suggestion, as that is a backup in case the coupon is lost or forgotten.
  
  You have done nothing to address my concerns. You have provided no explanation as to why these checks have to be sent to KC. You also have not stated that you have even checked or contacted whoever is responsible for receiving these checks that they are processing them in a manner that is consistent with what you are telling me and other residents.
  
  I also know that you changed something in your accounting system mid year as we were instructed to use different coupons(with different account numbers), which were mailed to us. If that caused a problem, you should admit it. If it is fixed now, you should state that too. In summary , your response gives me zero confidence that you even looked at anything I submitted and it is obvious to me that you really do not care if you have problems in your payment and/or accounting systems. After all, it looks like to me, problems in your accounting system can lead to more petty disputes with residents, and if they are not on their toes, can generate more fees and revenue for your "property management".
  
  
  Business Response /* (4000, 9, 2022/10/12) */
  Dear ***** ******,
  
  As a result of the Better Business Bureau complaint filed, your account has been reviewed and all fees have been reversed.
  
  For future communication, please do not hesitate to contact our office at the number or email below. Additionally, you can put in a request (which is documented and tracked) on the association website at townsq.io.
  
  Contacting The Smith Management Group
  314-394-4200
  Hours: Monday to Friday, 9:00 a.m. to 5:00 p.m.
  [email protected]
  
  For future communication, please do not hesitate to contact our office at the number or email below. Additionally, you can put in a request (which is documented and tracked) on the association website at townsq.io.
  
  The Kansas City PO Box provided to all owners on the coupon or billing statements is a lockbox processing center managed by your association's banking institution. This allows for automated posting into our systems and immediate deposit into the association's bank account to ensure proper cash flow. Please note we have escalated your complaint to the banking institution to research any trends that may exist related to processing delays. As of today, there are no documented processing delays, but have been reports from the United States Postal Service in previous months about delays in mail being received due to staffing shortages in the neighboring areas. We will notify you if the banking institution has any additional findings. Please note that sending payments to any other location but the PO Box on the coupon or billing statement could delay payment posting.
  
  The accounting system transition from early June has been completed and there are no processing delays related to the new accounting system as of today.
  
  Lastly, we do offer other methods of payment, some of which are at no cost, if there is ever a concern you have regarding timeliness of payment posting due to USPS delay or other factors. Please contact our office and we will be glad to assist you in discussing these payment options.
  
  We apologize for your need to escalate in resolving this matter.

• Initial Complaint

  Date:09/23/2022

  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.

  This company is a property management based company that has continued to chose options that do not benefit the homeowners within the association. They have neglected the homeowners and have continued to alter our contracts without approval. This is effecting our property value, something an HOA is supposed to protect. They have discontinued services that have been paid for and refuse to refund the money we as homeowners have paid for these services. They have also been completely unresponsive to issues within the community while lining their pockets and neglecting the people they are here to protect. This company has a history of mismanaging funds and continues to act without punishment or repercussions. This community was advertised as a gated neighborhood with a pool and community area yet they have removed the gates and have decided against the pool and community area without any notice to homeowners. They are a management company designed to protect and assist the people within this community yet they only protect the board president and developers. This is Unacceptable that they are an accredited company by the BBB, they have done nothing but be a deceitful and abusive company that takes advantage of its homeowners. This company has been sued by many neighborhoods and has been fired by many more for the same issues.
  

  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/09/27) */
  The decision regarding the gate and/or pool are not made by the Management Company, but by the Developer Board. We do not have contracts with individual owners; that would be the builder, ** ******, that they bought their house from. This community is now building in Phase Two, with at least three total phases. **** Management has not been sued by any neighborhood, so I'm not sure what she is talking about there. Perhaps she is talking about ** ******, who is the builder in that community (they are not the Developer). There will not be a refund. The current assessments do not include maintenance of a pool, but do include gate maintenance/repair. As of August, they have spent $2,192.93 of the $4,500 budgeted for gate repairs/maintenance. The gate is currently inoperable and needs repairs that total approximately $4,000. The Developer has not approved repair at this time. One of the factors being considered is that a second entrance to the community is currently being built and the County will not approve a gate at that entrance due to the stop light being installed there. Without a gate at the second entrance, anyone can access the community.

• Initial Complaint

  Date:09/21/2022

  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 had a water leak in the upstairs bathroom of my condo, causing extensive damage to three floors. The condo association insurance has agreed to cover the damage (I think?) yet Associa continues to ignore my requests and stonewall me when I ask how we resolve the claim. I'm truly desperate. It's been five months with no upstairs bathroom and a downstairs in shambles (my house value is $550K +) and very little response from Associa. They will occasionally call me or send an email with very vague answers. Once they told me it had been resolved and I would be getting a check from State Farm. Hahahahaha. Never happened. It makes me sick to pay very high priced condo fees every month knowing I'm giving it to crooks and scammers (and I've never missed a payment in 12 years). They really should be put out of business.
  

  

  Business Response

  Date: 09/29/2022

  State ****** *** insurance agent provided the following information:
  
  *** final estimate was for $18,447.02
  *** is responsible for a deductible of $10,000.00.
  This leaves a remaining amount of $8,447.02- is the balance due ***.
  
  Two checks were sent to the association from State Farm: One in the amount of $4,512.09- this has been cashed and deposited. *** second check of $2,889.13 has not been received as of today
  
  Both checks total $7,401.22. *** difference of the amount due $8,447.02 is $1,045.08. $1,045.13 is the depreciation owed. This is what is paid after the contractor submits their final invoice. *** will be responsible for paying the contractors for the full amount
  
  Now that this has been confirmed and reviewed/approved by the board, our *** is going to process an Emergency Check request in the amount of $4,500.00. When it prints, the *** will contact *** directly to see if she wants to pick the check up at our office or have it sent to her via Fed-Ex
  
  *** balance of $3,947.02 will be cut after we receive the additional funds from State Farm. *** same options will apply and we will offer *** to pick up the final check or send it to her via Fed-Ex
  

  Customer Answer

  Date: 09/30/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would like to see the cancelled check that the association cashed, that was supposed to go to me. And why am I only being made aware that they cashed (and potentially spent) my claim money? I've seen $0 at this point. I have stopped paying my monthly HOA, in order to recoop the $4,512 of MY MONEY, that they are holding for now good reason.

  

  Business Response

  Date: 10/04/2022

  The 2nd check was received. Last week when we spoke to *** she declined our proposed offer to cut her a check from the 1st check received from the insurance company. Instead she wanted to wait and pick up one check in the total amount of $8,447.02.
  
  We spoke to her yesterday, October 3rd, and confirmed receipt of the 2nd check and let her know we would process the emergency check request as soon as the 2nd check cleared the client's operating account. We are following up on that this morning and anticipate having this to her by EOB Friday October 7th.
  
  *** has requested a 2nd bid from the State Farm from the damages. The *** has provided to her the direct contact information for the agent to make that request as she is disputing what was agreed to with the board and agent.
  
  ********************* will calendar this and follow up directly when *** has received the funds currently owed to her.
  
  

  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 6, 2022/09/29) */
  State Farm - The insurance agent provided the following information:
  
  The final estimate was for $18,447.02
  *** is responsible for a deductible of $10,000.00.
  This leaves a remaining amount of $8,447.02- is the balance due ***.
  
  Two checks were sent to the association from State Farm: One in the amount of $4,512.09- this has been cashed and deposited. The second check of $2,889.13 has not been received as of today
  
  Both checks total $7,401.22. The difference of the amount due $8,447.02 is $1,045.08. $1,045.13 is the depreciation owed. This is what is paid after the contractor submits their final invoice. *** will be responsible for paying the contractors for the full amount
  
  Now that this has been confirmed and reviewed/approved by the board, our CAM is going to process an Emergency Check request in the amount of $4,500.00. When it prints, the CAM will contact *** directly to see if she wants to pick the check up at our office or have it sent to her via Fed-Ex
  
  The balance of $3,947.02 will be cut after we receive the additional funds from State Farm. The same options will apply and we will offer *** to pick up the final check or send it to her via Fed-Ex
  
  
  Consumer Response /* (3000, 8, 2022/09/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would like to see the cancelled check that the association cashed, that was supposed to go to me. And why am I only being made aware that they cashed (and potentially spent) my claim money? I've seen $0 at this point. I have stopped paying my monthly HOA, in order to recoop the $4,512 of MY MONEY, that they are holding for now good reason.
  
  
  Business Response /* (4000, 10, 2022/10/04) */
  The 2nd check was received. Last week when we spoke to *** she declined our proposed offer to cut her a check from the 1st check received from the insurance company. Instead she wanted to wait and pick up one check in the total amount of $8,447.02.
  
  We spoke to her yesterday, October 3rd, and confirmed receipt of the 2nd check and let her know we would process the emergency check request as soon as the 2nd check cleared the client's operating account. We are following up on that this morning and anticipate having this to her by EOB Friday October 7th.
  
  *** has requested a 2nd bid from the State Farm from the damages. The CAM has provided to her the direct contact information for the agent to make that request as she is disputing what was agreed to with the board and agent.
  
  Aimee Myers will calendar this and follow up directly when *** has received the funds currently owed to her.

  Customer Answer

  Date: 10/16/2023

  Associa ******** **** managed my condo property at Villas of White *** up until June 2023. In May 2022 I had water damage in my unit which was finally approved for repairs by Associa and State Farm (the policy is owned by Associa). Those repairs were mostly finished by May 2023 (and I received a check from Associa) EXCEPT for custom dining room doors which were warped. State ************** approved the additional expense and sent two checks to Associa to cover the work. Those checks were for $321 and $1,1212.86. I cannot get anyone at Associa to sign those checks over to me, so that I can complete the work. The next step is to take them to small claims court.

  

  Business Response

  Date: 10/17/2023

  The master insurance policy is in the name of the community,Villas at White *** and not Associa
  
  As *** states in her recent complaint, Associa RPM no longer manages her community. The community has transitioned management to Elite on 5/31/2023 and she will need to contact them regarding the remaining items that were funded or not funded by State Farm

  

  Business Response

  Date: 10/17/2023

  The master insurance policy is in the name of the community,Villas at White *** and not Associa
  
  As *** states in her recent complaint, Associa RPM no longer manages her community. The community has transitioned management to Elite on 5/31/2023 and she will need to contact them regarding the remaining items that were funded or not funded by State Farm

  

  Business Response

  Date: 10/17/2023

  The master insurance policy is in the name of the community,Villas at White *** and not Associa
  
  As *** states in her recent complaint, Associa RPM no longer manages her community. The community has transitioned management to Elite on 5/31/2023 and she will need to contact them regarding the remaining items that were funded or not funded by State Farm

  Customer Answer

  Date: 10/17/2023

  I am rejecting this response because:   

  State Farm told me that the check was sent to Associa back before the community moved to another management company.  In addition, a year ago associa was the one who wrote me the check, so it has to be Associa again since it part of the same claim.  I will be taking this to small claims court as it is a lot of money that Associa took from me.

• Initial Complaint

  Date:09/19/2022

  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.

  I am a realtor for a homeowner in the Stonegate Community of Mt. Laurel. The seller of a home there was unable to close on the sale of her property on Friday because Associa Mid-Atlantic made an error on their Statement of Account/Dues Letter. It is a single family home with semiannual HOA payments of $260. The association stated that there are two HOA's. The second erroneous HOA fee is stated to be $197/month. That is the rate for Condos in that development not single family homes. We have tried to contact Associa Mid Atlantic to get to the bottom of this issue and they have been unresponsive. The home sale will not go through until this issue is resolved with Associa. The seller, their title company and their attorney have all reached out to resolve this. The seller and the attorney were hung up on by the Associa customer service rep after waiting a half hour on the phone to get through to someone.
  

  

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/09/21) */
  The initial closing package ordered by the Title Company was for the wrong community association. A second closing package was ordered for the correct community association. The closing was able to take place and we have issued a refund for the 1st incorrect order. The refund will take 5-10 business to post to the cardholder's account.

• Initial Complaint

  Date:08/26/2022

  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 have a condo unit in Acton. I have a leak at my main shut off valve inside my unit. To repair it I need my maint company. Wilson and Blanchard to turn the water off to my unit from the out side. I can not have it turned off myself as it is under there care and private property. I was told originally by Amanda that works there. That there was a curb side shut off to my unit. I spent 4 hours looking for it. They had the wroge blue prints at first. So I had to pay a plumber extra money to walk around searching for shut off valves that are not there.
  I then contacted them. And they put me in contact with their plumber. To avoid shutting off the water as the maint corp still has not been able to locate the shut off valve. He suggested I freeze the line. I sent him a picture of my leaking valve and he said it was too short to freeze the line. So again I requested to have the water turned off. They had the city turn off the water. But even with all my taps running I could not get the water depleted so the plumber could do my simple repair. So I requested it be turned off again. I had my plumber there from the time they told me till the time the water was turned back on. 1:00pm till 4:00pm.
  Again the water did not fully shut off in my unit to have the pipe cut and replaced. So again I had to pay a plumber for there error.
  I have all of the emails they have given me. They except money to be a maint company. But they do not know basic requirements of the job.
  I simply would like my repair completed. By them and for them to pay for the plumber. As the additional time paid was because of their error. If I am given false information from them I can not fix my simple valve. It is still leaking and shortly it will break and cause damage to my unit and others.
  Thank you for your help in this matter.

  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 10, 2022/09/07) */
  As the condominium manager, I originally spoke to **** (who is now on the board as he was elected at the AGM held on August 30th) on August 11, 2022, when he told me he had needed some work done in his unit as his shut off was seized. I told him that due to this being his own shut off he would need to contact Halton Hills to have them turn the water off at the curb stop as we do not have confirmation of where the main shut off is (this has been a work in progress as the developer site plans do not match up). I was off on the Friday, and he called, and 4 mangers were working closely with **** to try and locate where the main shut off is.
  
  When I returned to work on Monday, he called Elisha and I arranged to have Wellington Plumbing to come out and freeze the line as I was told that they can do this. Two days later after the scheduled appointment I was told by **** that they could not freeze the line due to the little room they had between the shut off and pipe. That week Chris, who is the board President, told me that Halton Hills called him to let him know that the entire condo would have no water as they had some plumbing work to do on the road. We took this opportunity to tell **** along with all the other owners that water would be turned off from 9-4. **** contacted his plumber to have him conduct the repairs that day only to find out that Halton Hills was done early and turned the water back on and ****'s plumber could not complete the work. Since then, we have tried twice to arrange Halton Hills to manually turn the water off, but these dates did not work at ****'s end. We have another unit needing to turn the water off on September 12th and will have them turn ****'s water off at the same time. This date works for ****, and we are working diligently to get this matter resolved. The president has been bcc'd in all emails and now that **** is on the board, we can discuss this as a board, but **** is aware that all costs are on him as this services only his unit.
  
  
  Consumer Response /* (3000, 12, 2022/09/09) */
  n my opinion the orignal repair is my cost. However when I contacted the Amanda I was told there was a curb side shut off. As she expressed in her reply. I can not have the city shut off the water as it is deemed private property and only the condo association can have it turned off. I was told the shut off valve was at unit 51. The owner was called by the condo association to have her let me in to her unit. The plumber and I searched for the shut off for 2 hours but it was not there. During that time the main valve in my unit was getting much worse and a great deal of water was spilling out on the floor and the drain was unable to remove that much water. I had the plumber replace the bleed valve and tack weld the crack. And fix what he could to temperarally stop or slow the leak. That cost an additional $800. That in my opion should be at the condo association cost. After that I was told they actually do not know we're the shut off valve is to my unit. So they told me to have my plumber come back and they would have the main water shut off by the city. However it was not a scheduled shut off and the city had to do repairs on the plumbing so the water was never shut off. So I had to pay additional money to the plumber for his time. I rescheduled another water shut off with the condo association. From 1pm till 4pm. However when the water was shut off from the road by the city.I have to remove all the water remaining in the pipes to all the other units. The plumber had all the taps in my unit fully open but the water did not stop running untill 3:50pm and the city was not able to keep the water off for an extra 10min so he could do the repair.
  
  I have now scheduled the third attempt on Sept 12th to have the water turned off to do my $75 repair in my unit.
  
  During the board meeting I asked if there was any plans to locate the shut off valves as if someone's main shut off valve were to burst. Alot of damage would be cause to the units until the city could come and turn off the main line to all the units at the street.
  
  I was told by Amanda that over the last 2 years they had plumbers tried to locate the shut off valves but due to covid people would not allow them into their homes to search for the shut off valves to the units.
  
  I my opinion 2 years is too long to leave this project unresolved. Covid has been under control for at least 6 months now. So why has no effort been made to locate the shut off valves? I feel the condo association has neglected a problem they were fully knowledgeable of. And basically asked me to pay the additional costs due to there neglect and oversight.
  
  If the condo association would be willing to pay the additional cost to the plumber and locate the shut off valves to avoid this issue from happening to someone else. I would be happy to resolve this matter.
  
  
  Business Response /* (4000, 14, 2022/09/15) */
  As the condominium management company, we empathize with the owner's situation and we also wish to resolve this issue. All plumbing work has been completed as of yesterday (September 12) and the owner is only responsible for the work done in his unit. He has been informed that the curb stop cost is being covered by the condominium corporation and only the work done inside his unit is his responsibility. The President of the Board of Directors has been involved and we have received confirmation from him via email that as of yesterday all is good.
  
  It is clear from the owner's statement "If the condo association would be willing to pay the additional cost to the plumber and locate the shut off valves to avoid this issue from happening to someone else. I would be happy to resolve this matter" that he is seeking a resolution from his condominium association / corporation, which is not Wilson Blanchard. As a member of the Board of Directors for the condominium corporation, Mr. ****** is aware that Wilson Blanchard, as the third-party management company, takes direction from the corporation Board of Directors. We do not have the authority to decide if the additional cost to the plumber should be paid by the condominium corporation - that is a decision to be made by the Board of Directors, as is the direction to proceed with a project to locate the shut off valves. Both of these items will be presented on the agenda for the next Board meeting as the most recent meeting was postponed due to not having quorum. As a member of the Board, Mr. ****** will be able to discuss these decisions with his fellow Board members, however, under the Condominium Authority of Ontario code of ethics for Board of Directors members, he will be required to recuse himself from the voting process regarding the reimbursement of cost for his plumber due to conflict of interest. We will take direction regarding the reimbursement of costs from the remaining Board members.
  
  
  Consumer Response /* (4200, 16, 2022/09/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I agree the cost of the repair was my expense. However the additional costs due to the fact an out side shut off valve could not be located. And all the cost with the extra time waiting to have the water shut off from our side my unit. Was not my fault. The repair has finally been completed and I would like to thank everyone for their efforts.
  When I pay my condo fees monthly it is collected by Wilson B*******. They except money in my opinion to provide a service.
  I am not unreasonable. If I could be reimbursed the additional $800 and a suitable outside shut off valve could be installed or located. I would resolve this matter for me. In my opinion there needs to be a shut off valve as if for some reason the pipe below my inside shut off valve were to break. My intire home and other connecting homes would be damaged beyond repair if water was to fill the basement units till ground level.If we are dependent on the city to shut off the water that could be as long as 24 hours or more.
  I do see efforts made to resolve this matter and I am appreciative of that.
  Thank you for your efforts.

• Initial Complaint

  Date:08/14/2022

  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.

  My complaint is against the ******** HOA-c/o Associa Primcipal Mgmt.It has been over 6 months that I have put in a request for much needed repair to my home and garage. I randomly get replies from ***** ****** Community Association Manager Associa Principal Management Group of North Texas, AAMC, AMOOffice: XXX-XXX-XXXXDirect: XXX-XXX-XXXXVisit us online: www.AssociaOnline.comI have sent multiple, multiple texts and emails. He occasionally replies back, but very rarely. My last reply was on July 29, stating he would get back with my in a few days. I still waiting.During this wait they have increased monthly dues to $392 a month. I am getting back nothing for my dues.There have been other multiple complaints from many other people but nothing is ever resolved. In these times $400 a is a very steep price to pay for nothing. Please let me know how else I can be of assistance.Sincerely,********* ********

  

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/08/17) */
  Associa Principal Management Group of North Texas works at the direction of the Board of Directors for ******** Townhomes Association. The Community Manager had previously brought Ms. ********' concerns to the attention of the Board of Directors, but the Board wanted to hold off on the repairs as they were prioritizing maintenance issues throughout the community. This week the Board gave the Community Manager the authorization to contact the Association's preferred vendor to schedule the repairs. The Community Manager has reached out to the vendor and is awaiting his scheduling. The Community Manager has advised Ms. ******** of the status.

• Initial Complaint

  Date:08/12/2022

  Type:Customer Service 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 sold my lot of land in the Homestead HOA of Tennessee on March 23, 2022. At closing, the closing agent made an overpayment to Associa of $225 and were instructed to pay me the difference.
  
  Since then, I noticed a couple of unexplained "Handling Fees" ($25 each issued on Feb and Mar 2022). When I inquired about them, the local HOA office said they were letters sent. I said I never received the letters and noticed they still had my wrong address on file. I had asked them to correct my mailing address on Nov 2021. I asked for an additional $50 refund for those Handling Fee charges since there was no good faith attempt at sending me the letters or communicating to me what they were about. The main HOA office in TN said they had no proof that I asked them to correct my address and refused to give me the extra $50 credit on my account. I offered to show them proof (Appendix B) that I communicated with their staff about correcting my address, and they refused to accept it.
  
  I have made numerous calls to Associa and they keep referring me to email [email protected]. Nobody responds to the emails (I've sent 3 emails since March). I received one email from the Customer Service on July 25, 2022 saying my account has been closed and my issue was being handled. I still have not received a check and they haven't responded to me on the status of a refund check.
  
  I am asking for a refund check of $275.
  
  I have attached:
  Appendix A - closing document with the accurate mailing address that they were sent when I purchased the land.
  Appendix B - email exchange with Associa rep from Homestead HOA being asked to correct the mailing address in Nov 2021.
  Appendix C - email that the title company sent to Homestead HOA about over payment of $225 at closing.
  
  Customer Service Case #: XXXXXXXX
  
  Property: ************************************** (sold to new owner March 23, 2022)
  Account #: XXXXX-XXXX
  
  mailing address:
  ************************************* XXXXX

  

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/08/26) */
  In review of Complaint XXXXXXXX, I have found the outstanding amount due the HOA on 03.14.22 to be in the amount of $540.00. Included in the HOA assessment of $300.00 for 2022 $90.00 in accrued late fess, $50.00 /Handling charges, $100.00 Intent to Lien Fee. On 3.24.2022, HOA agreed to waive $45.00 late fees and the $100.00 Intent to Lien fee bringing an outstanding balance of $395.00. Maryville Title submitted a check (XXXX) in the amount of $620.00. In addition to the outstanding balance due to the HOA there is an additional charge to set up the new owners account in the amount of $80.00 as part of the settlement process. After all credits and check processed, there was a credit of $145.00. The credit was erroneously credited to the new owners. As a measure of good faith, an additional $50.00 in handling fees will be waived and credited back to this homeowner. A check request will be processed in the amount of $195.00.
  
  
  Consumer Response /* (2000, 7, 2022/08/29) */
  (The consumer indicated he/she ACCEPTED the response from the business.)