Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/30/2025

  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.

  On May 23rd 2025 I was told via email I could come get a pool card for $20 and the office closed at 4pm. I got there to pickup my pool card and gave them my credit card to pay the $20 fee. When I got home and looked at my receipt I was charged $31.95 which included $11.95 processing fee, that was not disclosed to me. I have tried to get the company to refund me and pay via check but have had no luck. ***** the manager stated it would have to be disputed with my credit card, which has been started. I was never told there would be a fee to pay for the pool card, neither of the two ladies that helped me and took payment told me that. I think this is deceptive and should be an easy resolution but Im not getting anywhere with the company. If they are going to take payment in person they should disclose the fees charged and let people decide if they want to proceed.

• Initial Complaint

  Date:10/23/2024

  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.

  I have tried for 2 years to set up automatic payments and the person assigned to me does not respond or give the help requested. I only need a form mailed to me which is so simple. This person apparently has no regard for her customers, is incompetent or lazy. This person is ******* ****.

  Business Response

  Date: 11/06/2024

  On February 27, 2024, we received the first communication from the owner regarding this matter.  We received a voided check with a note stating she would like to be set up on direct debit (ACH).  We cannot legally satisfy this request without a completed consent form.  The form was emailed to the owner advising her it must be completed before her ACH could could be set up.  Ms. ******* responded the following day advising that she does not have a printer and asked that the form be mailed. The form was mailed to the owner the same day.  We did not hear from the owner again until Sunday, September 22, 2024 when the owner contacted our office via email requesting the form be mailed to her again. The form was mailed to the owner a second time on September 25, 2024 with a copy also emailed to the owner.  The owner contacted our office again on Saturday, October 19, 2024, and Wednesday, October 23, 2024 requesting the form be mailed to her.  The form was mailed a third time on October 21, 2024.  On October 23, 2024, the owner's request was escalated to the account manager's supervisor.  The supervisor emailed Ms. ******* the same day inquiring if the owner had the ability complete the form online, and if not, we would mail her the form (a fourth time).  The owner  proceeded to file a complaint with your office.  We then received an email response from Ms. ******* on October 25, 2024 that she could complete the form online.  The supervisor emailed Ms. ******* back the same day advising that the form had again been mailed but if not received by November 4th, she would inquire about sending the form to her via Docusign.  Although it was not made evident to the owner at the time, we prefer not to have the form completed via Docusign as it is not as secure as our encrypted email. On Saturday, October 26, 2024 the owner emailed our office asking for the form to be sent to her via Docusign.  The owner was provided the form electronically on November 05, 2024.  At last check it has not been completed and returned. I should note that the owner directs her emails to our company's general email inbox, rather than the assigned account manager that owners are advised to contact.  Additionally, the owner often emails on weekends when our office is closed.  Despite this, I believe we have complied with the owner's requests in a reasonable manner.  Although we do not typically have issues with owners receiving mail in the neighborhood Ms. ******* resides in, there has clearly been an problem with the ******************  

  Customer Answer

  Date: 11/07/2024

  I have reviewed the business response and accept this resolution. I only received the form by mail one time . This was about one week ago after I contacted the manager. I also received an e signature form about 3 days ago after contacting the manager.

• Initial Complaint

  Date:08/07/2024

  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.

  As of July 1 Assured Mangement is no long my HOA. However, Assured Management has sent me an email notification stating my July 2024 payment is late and now has a late fee. I paid my July HOA payment to our new HOA, Prosper. I have emailed all supporting documents to Assured clearly showing I have paid my *** **** to our new HOA. No one at Assured will reply back to emails and I no longer have access to my payment page on the Assured website.

  Business Response

  Date: 09/11/2024

  ***** ******,

  Our apologies you have not been satisfied with our service. Our contract with your association was through July 31st so assessments were billed and collections processed if payment was not received by the due date. Your association has transferred to a new management company and your account is now closed with Assured Management.  All records were forwarded to the new management company. If you submitted your payment to the new company, they will reconcile the information and will have the most up to date information on your balance. We wish you and your association the best in the future.

  Assured Management, Inc. 

• Initial Complaint

  Date:03/19/2024

  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.

  This complaint is regarding ******** Estate HOA run by Assured Management **** Our rates went up by $50 without a vote but thats not true issue. They have strong armed neighborhood by fraudulent measures.

  Business Response

  Date: 04/03/2024

  As the management company, Assured Management works upon the direction of the ***** of ******************* assessment amount is determined by the ***** of ********* and does not require a vote from homeowners as stated in Section 6.01 and 6.03 of the associations Declaration of Covenants, Conditions and Restrictions. Section 6.03 is below. I have attached this page for easy reference. You should have received a full set of documents at the closing of your home, or the full document is available for review on the associations website - *************************************************  

  6.03 Regular Annual Assessments. Prior to the beginning of each fiscal year, the ***** will estimate the expenses to be incurred by the Association during such year in performing its functions and exercising its powers under the Restrictions, including, but not limited to, the cost of all management, repair and maintenance, the cost of providing street and other lighting, the cost of administering and enforcing the Restrictions, and will give due consideration to any expected income and any surplus from the prior year's fund. Assessments sufficient to pay such estimated net expenses will then be levied at the level of Assessments set by the ***** in its sole and absolute discretion, and the *****'s determination will be final and binding so long as it is made in good faith. If the sums collected prove inadequate for any reason, including nonpayment of any Assessment, the Association may at any time, and from time to time, levy further Assessments in the same manner. All such regular Assessments will be due and payable to the Association annually on or before the first day of the month at the beginning of the fiscal year, or in such other manner as the ***** may designate in its sole and absolute discretion. 

  The annual budget, approved by the ***** of *********, as well as monthly financials are also published on the website for your review.  

  If you would like to share your concerns with the ***** of *********, you may attend the next ***** meeting. The date and time of meetings are posted on the associations website. Please contact our office should you have any further questions or concerns.

  Thank you,
  Assured Management, Inc.

• Initial Complaint

  Date:08/01/2023

  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.

  This complaint is with regards to to HOA assessments late fees for the mid year dues in July 2022 and July 2023. For the first assessment (July 2022), I had pre-paid the assessment half a year earlier. However because of a $15 increase, I had a $15 balance and was subsequently charged $30 in late fees. The bill was sent to my tenant and not to my residential address. Once my personal property manager forwarded me the bill, I paid it immediately. I had also submitted the tenant information form, which included my residential address shortly after closing in 12/2021, so the HOA/PM had knowledge of my address. Since I have not changed my primary address since closing on this investment property, I didn't see a need to fill out a "Mailing address update form", which *********************** at Assured Management insisted was required (Despite it not being written anywhere in the Governing Documents). Numerous phone calls notwithstanding, there have been 55 emails back and forth attempting to resolve this situation since 9/2/2022 to no avail.I was again charged a $15 collection fee for being $40 over due for the July 2023 assessment.Check #******** from **** of America for $40 was cashed on 6/9/2023, but not credited to my account. Had that been done, I would have had a zero balance. I have yet to receive a response to my email sent to July 21, 2023 detailing this issue.Seeking to get a credit of $30 (July 2022 collection fees) and the $15 (July 2023 collection fee) waived. Thank you,*********************

  Business Response

  Date: 08/15/2023

  **************,
  Our apologies you have not been satisfied with our service. I have reviewed your account and was able to locate check #******** for $40.00. This payment was corrected to reflect on your account. The collection fees assessed to your account after the payment was received on June 8, 2023, have been reversed. I will email you an updated ledger to the email address on file. We appreciate you bringing this to our attention so that we can rectify the error. Please contact our office at ************ if you need further assistance.
  Assured Management, Inc. 

  Customer Answer

  Date: 08/18/2023

  Thank you for resolving the more recent 2023 H2 payment recording.

  However, I'm still expecting a $30 credit in the ledger to refund the late fees from 2022 H2 dues for the reasons mentioned in the original complaint.

  Thank you,

  *****

  Customer Answer

  Date: 09/05/2023

  Hello, Just checking if the business received my latest response. It has been 3 weeks. Thank you!

  Business Response

  Date: 09/11/2023

  **************,
  We cannot remove the $30.00 in collection fees from your account.Payment was due 7/1/2022 but not received until 9/6/2022. All notices are sent to the property unless we are notified of an alternate address. Your home was purchased in November 2021. We did not receive notice from you to update your mailing address until September 2022.  You may submit an email to the board of directors to request they waive and refund this amount.  The email can be submitted to your account manager at *********************************
  Thank you,
  Assured Management, Inc.

  Customer Answer

  Date: 09/13/2023

  I am rejecting this response because:   

  Original letter to board was made on 9/2/2022. *********************** mentioned that she'll submit another request on 5/17/2023. But I have not heard results from the resubmission.

  Main points of contention:

  - Fees were 200% of what was unpaid, since I pre-paid the *************** for the year (short of the new increase).

  - *************** statements were mailed to my tenant, not to me, and I paid as soon as I was notified.

  - My mailing address was submitted with the tenant information form at the time of purchase and known to the HOA. 

  - No specific language in the governing documents mentions that my owner address in the new tenant form is insufficient to notify PM of the remote owner's address. Since I have not moved, there is no logical reason why I would fill out a change of address form or know to do so.

  Would appreciate graceful adjudication from the board on the merits of these points.

  Thank you,

  *****

  Business Response

  Date: 10/03/2023

  **************,
  

  Please see Section 21 of the Resale Certificate provided at your closing - 
  

  MAILING ADDRESS.  After purchasing, it is the responsibility of the Buyer to notify the Association of Buyer's name(s) and correct mailing address.  The warranty deed serves as evidence of purchase but does not serve as notification of the Buyers mailing address.  The Association will use the physical address of the property for all correspondence to the Buyer until notified in writing from the Buyer of an alternate address.  Failure to receive invoice does not waive obligation to remit payment on time.
  

  It was your responsibility to contact the association to ensure your mailing address was correct. Your account has now been updated, the payment posted in error was corrected and two collection fees were removed due to the posting error. Your balance is currently $0.00.
  

  Future invoices and statements will be mailed to your updated address. Should you need further assistance, please contact our office directly.
  

  Thank you,
  Assured Management, Inc.

  Customer Answer

  Date: 10/04/2023

  Hate to beat a dead horse, but you did have my residential mailing address when I submitted the tenant information form. Please see my original complaint. My address is right there on top of the Tenant Information Form under "Homeowner's Address", that was submitted shortly after closing. The *** had my address!! It's a management process problem that you did not document my address. I was also under the impression that I had pre-paid for the entire year. A notice sent to the correct address would have easily cleared up this oversight of a $15 balance. 

  Business Response

  Date: 10/11/2023

  **************,

  The Tenant Information Form does not request or authorize our office to change your mailing address for the property and is not sufficient notice.
  

  You may contact your Community Manager or Account Manager to request to be placed on the agenda to speak with the ***** of ********* at an upcoming meeting if you would like to request additional fees to be removed.
  

  Your balance is currently $0.00 and future invoices and statements will be mailed to your updated address. Should you need further assistance, please contact our office directly.
  

  Thank you,
  Assured Management, Inc.

  Customer Answer

  Date: 10/13/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/28/2022

  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'm filing my complaint on Misty ********* Misty mailed two violations letters to me. On June 23, 2002 and July 8, 2022. The house on the violation is not my house. The HOA placed my name and address on someone else's house violation. I emailed the Mayor of Mesquite, Local Dwelling, and my Council Woman. I sent numerous emails to Misty to please correct this. Instead, Misty mails me on July 8, 2022 a "Notice of Violation.
  I emailed Misty the pictures of my house. That clearly showed on my photo my address "****" in front of my home. Again Misty did not email me a apology on the HOA mistake. I will seek legal action, if they fine me for their mistake. I want the HOA board to actually come to our neighborhood. Walk in front of my house "********************. Have both copies of the violations Misty mailed to me. And see that my house is not the picture on the violation.
  Assured Management, Inc. does not communicate with the homeowners. Misty has not sent a written apology as of July 27, 2022. This HOA made a mistake but, yet no one will correct this mistake. I want Misty supervisor to take the violation Misty mailed to me. And to drive in front of my house, holding both violations Misty mailed to me. Hold up the violations and look at the house on the violation letter. Then, look at my house and explain to me why did Misty send me two violations? The house on the violation is not my house. My owner is furious about this major error the HOA made. Also, I'm furious that Assured Management, Inc. is not taking responsibility to admit they made a mistake. The Assured Management once they send two violations. They send you a fine letter, if that happens I will take legal action against Assured Management, Inc and Misty ********.

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/10) */
  We strive to provide excellent customer service to all our clients. Our apologies you have not received this experience from our office.
  
  After further research, we confirmed you did receive a violation that was not intended for your property. We are truly sorry for this error. The violations have been closed and noted they were issued in error
  
  We've also explained to our team members the importance of verifying property information should the property location come into question in the future.
  
  Assured Management