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 Arizona - Tucson

  6840 N Oracle Rd STE 130 Tucson, AZ 85704-4282

  
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  Waccamaw Management, LLC

  4102 Carolina Commercial Dr Myrtle Beach, SC 29579-4222

  
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  Associa, Inc.

  17049 El Camino Real STE 100 Houston, TX 77058-2611

  
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  Associa Chicagoland - Plainfield

  24012 W Renwick Rd STE 220 Plainfield, IL 60544-8731

  

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:08/08/2022

  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.

  Based on Senate Bill 1588 that sets a maximum amount an HOA can charge for an HOA resale certification ($375) - associa of North Texas is charging above that rate (I recently paid $520). The bill went into effect Sept 1 2021. I closed on my house on 8/2/2022. I contacted the HOA multiple times to request an explanation without any return in communication. To be sure not to delay the closing I went ahead and paid the fees which were above the maximum amount stated in the bill. This company should be required to refund all sellers that overpaid for a resale certification.

  

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/08/10) */
  Mr. ********** owned a home within the Bentley Woods Estates Homeowners Association. The amount charged for the Resale Certificate was $370, which does not exceed the maximum allowable rate. The Board of Directors for Mr. **********'s homeowners association adopted a resolution requiring that each home has a mandatory covenants compliance inspection prior to each sale. This requires an inspection of the property by a management team member to ensure there are no observable issues that are not in compliance with the association's governing documents. The cost for the Covenants Compliance Inspection is $150, and is fully disclosed on the Resale Certificate, a copy of which is attached.
  I don't know if Mr. ********** was reaching out to the management company, or the third party (Community Archives) who processes the resale certificates for clarification of the charges, but we apologize on behalf of both entities for any failure to return calls.
  
  
  Consumer Response /* (3000, 8, 2022/08/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Below is the definition of an HOA resale certification. These 'additional' fees stated in the response are part of an HOA resale certification definition - hence it should not exceed $375.
  
  An HOA resale certificate is a financial overview of the HOA, including the seller's current standing with the association. The resale certificate gives specific information about the property that is being sold and where it stands with the HOA; this incudes disclosing any past-due payments or unpaid violations, any pending violations, and all fees that are due upon closing. The document will also include information about the association as a whole - any pending litigation, the amount of funds that the HOA has in reserve, and all planned expenditures for the coming year. The resale certificate may also include other state-specific information.
  
  Based on this definition this includes any outstanding issues or violations of the property (including a covenants compliance inspection). The total cost of the HOA resale cert should not exceed $375.
  
  
  Business Response /* (4000, 10, 2022/08/12) */
  The Resale Certificate would disclose any prior known covenants compliance infractions that are of record at the time of the preparation of the Resale Certificate. A Covenants Compliance Inspection is a special inspection of the lot/house done after the order which would update any prior outstanding infractions as well as noting any infractions that had not previously been documented for the property in question. Routine Resale Certificates do not include an updated inspection of the property, whereas an order for a Resale Certificate with a Covenants Compliance Inspection do provide for an updated inspection of the property. That is why there is an additional fee for a Covenants Compliance Inspection when such inspection is requested.
  
  
  Consumer Response /* (4200, 12, 2022/08/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Do you know how I will receive a refund? Back on my credit card? It looks like I responded before the 2nd response from you was received.
  
  
  Business Response /* (4000, 14, 2022/08/16) */
  The refund will be handled by check since the management company does not have your credit card information. The check will be mailed to the address you used in this posting, 5861 Pinebrook Drive, The Colony, Texas 75056, and you should expect it within the next few days.
  
  
  Consumer Response /* (2000, 16, 2022/08/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Yes, I accept the refund of $150. Thank you.

• Initial Complaint

  Date:08/07/2022

  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.

  We discovered termite swarms coming from our attic into our daughters room on 6/29/22. We had our home inspected prior to buying in December 2021 and there were no termites but now we all of a sudden have a swarm. Our HOA Prescott owns the roof and is responsible for covering the costs for the attic. They submitted a work order for an inspector to come out on 7/5/22 and the inspector came out 7/8/22. They found termites in my attic and submitted their report to Prescott. Since then I have yet to hear from Prescott despite my numerous attempts to get in contact with them. I can only imagine the termite infestation is getting worse in my attic and my daughter can't even sleep in her room because of the infestation. I'd love to hear from Prescott on the next steps and for them to have their exterminator get rid of our problem ASAP.

  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/08/12) */
  Hello *******- I have confirmed with the Community Manager that the termite treatment for your unit has been approved. You will receive a call directly from PurCor to schedule the work. We apologize for any delays that may have occurred. If you have any further questions, please email ***************@prescottmgt.com.
  
  
  Consumer Response /* (2000, 7, 2022/08/21) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  It's sad that I had to file a BBB complaint to finally get a response from Prescott but I'm thankful the BBB was able to get them to respond.

• Initial Complaint

  Date:08/06/2022

  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.

  Smith Management Group (SMG) took over property management of Greenbriar Condos Homeowners Association in December 2021. SMG implemented new online payment processing systems that have changed twice and will not provide an accurate statement reflecting the full outstanding balance. In addition, they plan to organize storage areas but have not been transparent regarding the plans. I have sent 14 emails messages with requests to provide a full accounting of my HSA payments since they property management change. To date, the company continues to call and leave voicemail messages from an unknown number and the details regarding the balance change each time. I continue to send emails with copies of payments that are not reflected but SMG will not provide an accurate written response. I have received collection notices and late fees that I cannot seem to get any help with resolving. Finally, SMG continues to request the storage locker number, but I do not have a key to access the storage unit that was changed and they will not provide a key or a written updated regarding the storage locker identification process.
  

  

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 5, 2022/08/16) */
  The community manager for this community has been trying to connect with this owner and has left voice messages on 7/6, 7/11, 8/4, and 8/8. She has also had several email communications with the owner to explain the outstanding balance is from the non payment of the January and February 2022 assessment and late fees for those months. She has made all payments other than those two. The branch president emailed the owner to also provide her with this same detail upon getting this complaint to try to work out the confusion and see if she has proof of these payments such as a cancelled check so we could use that information to further search out systems. The homeowner has since responded but has not sent me the proof of the cleared check. We are working through this issue and as soon as the assessments have been posted to the account the board will allow us to reactivate the pool card.
  
  The storage locker program has been in process all year and there has been email communications between the community manager and the owner. we will confirm that has been fully resolved as the branch president is currently communicating now with the owner.

• Initial Complaint

  Date:08/02/2022

  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.

  Prescott Companies - An Associa Company
  16880 West Bernardo Dr Ste. 200
  San Diego, CA 92127
  
  Manages our HOA (Monetgo) after numerous emails dating back to May in regards of their new gate system and credentials. My husband's credential doesn't work but mine does. All we get is the run around that they are reaching out to the vendor (we aren't the only residents having communication issues with Prescott) . He cannot access the pool without the credential working on his phone eventually won't be able to access the main gate once they decide to close it. For the amount we pay in HOA fees they're customer service and lack of communication sucks. This whole new gate system is a mess! Kristen S****** and her revolving door of assistants, Paola S********, Robert K**** and Leanne B*** have been completely useless! They promise better communication at the last HOA meetings then respond once to our email inquiry and ghost almost every resident here. They never explained to use that a key fob was an option. We we're just sent a form to fill out. Now they want to charge us $100 for a key fob. Also, of we decide to get new phones we have to pay $35 for a new credential that wasn't explained to us as well! We demand a free key fob in replacement of the credential.

  

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/08/03) */
  We have replied to the owners and advised that management is unable to give out fobs or new credentials at no charge. This is at the direction of the Montego Board of Directors and the costs being charged are the actual costs from the vendor for these items. There are current issues with the gate system that the vendor is still working on. The owners do each have a credential and one of the two works. If the second one, assigned to Louis, was downloaded on multiple devices, it will no longer work. The owners request regarding a fob at no cost is being presented to the board again at their meeting this month for reconsideration.
  
  
  Consumer Response /* (3000, 7, 2022/08/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The credential never worked since receiving. It was not downloaded on multiple devices.
  
  
  Business Response /* (4000, 9, 2022/08/08) */
  The request for a free fob is being reviewed by the Board of Directors at the meeting on 8/8. Management is not able to provide her with a free fob without board approval as the costs being assessed are the direct costs from the vendor.
  She has been invited to meet onsite with the device that the credential is not working on on multiple occasions and has declined. She has also not provided the error that she is receiving on the device when it does not open the pool gate. Multiple attempts have been made to assist in troubleshooting the issue on the device. The complainant also declined returning a call from the Branch President and indicated that she preferred all communications in writing to document.
  
  
  Consumer Response /* (2000, 11, 2022/08/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Now he had to get a new phone so we inevitably we have to pay for a new credential. Other homeowners have paid for new credentials and have been waiting a month for them.
  
  I'm not satisfied with the response just closing this case since we ultimately have to pay for a new credential anyways.