Complaints

This profile includes complaints for PMI Reliant's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PMI Reliant

  Orem, UT 84057-3277

  
• 

  PMI Reliant

  PO Box 1868 Orem, UT 84059-1868

  

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:07/23/2024

  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.

  HOA changed monthly HOA fee billing software, and failed to notify residents of the change, resulting in over 60 homes being sent to collections after 12 months.

  Business Response

  Date: 07/23/2024

  The property management company began management on June 1, 2023. At that time an email was sent o the the community welcoming them to the family and included detailed information on how to utilize the services of the online portal and the numerous ways to pay monthly assessments. The email included an attached ACH form to establish monthly automatic payments and explained that the old auto-drafts would no longer be valid. The email also explained that for the month of June 2023 all payments would need to be paid either online or via check or money order and included the address to send those payments to. The majority of the community had no problem either following these instructions or calling for clarification. There were some who called a month or two later, after balancing and reconciling their personal bank accounts, inquiring as to why there assessments were no longer being drafted. They received an explanation and service was provided to assist them in what they needed to do to pay the amount owed, as well as the assessments moving forward.

  This was not the only email that was sent and additional emails and letters were sent to homeowners regarding their individual accounts including certified letters. The number of those sent to collections was NOT 60, and will never be released since it is a matter of privacy that will not be violated. That is an extreme exaggeration. The majority of owners in the community are current and paying their assessments, and have been since the transition.

  PMI Reliant has a contractual fiduciary duty to the **** Part of that fiduciary duty is to protect the communities assets and collect the owners assessments so those assets can be properly cared for as well as possible. Owners also have a fiduciary duty to the *** of which they chose to be a member. That duty is defined in the CC&Rs of the association. Mainly, that duty is to ensure that assessments and any other money owed to the ***, are received in a prompt and responsible manner for the association to protect association assets.
  
  At times, when assessments are not paid, part of property managements fiduciary duty is to compel owners to pay any owed assessments and fees. While it is sometimes not a pleasant experience, it is a required one.
  
  If the efforts of property management do not result in owners paying those assessments and fees, it may then become necessary to involve the services of an experienced third-party agency who are experts in collection activities to retrieve those funds owed to the association. In this case, it did become necessary, and the services of a very reputable national company by the name of ******** ****, who specialize in *** collections, were asked for.
  
  This process was managed well within acceptable parameters and is now in the hands of the collection agency. As mentioned in notices sent by ******** ****, all communication and payments must go through the collection agency now managing the delinquent owners account. This is why the owners online portal, and accounts are locked when they go to collections. Should said payments/assessments be sent to the management company, they will be sent directly to the collection agency for processing until such time as the management company is notified that the owners account has been satisfied.
  
  An owners denial of notices being sent is not sufficient evidence that a notice was not sent or that debt is not owed, which is the actual issue at hand. The information has been provided to the collection agency and determined to be proper for collection activity to continue.
  
  The management company is simply performing a contractual service it was contracted to do. 

• Initial Complaint

  Date:07/06/2024

  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.

  I received a notice in the mail a week or two ago from a debt collector, informing me that I haven't paid my *************** since June 1st, 2023. I am COMPLETELY surprised by this letter! I have always strived to be very responsible about paying all my bills on time or early, and when I have missed a bill and the company has informed me, I have immediately paid and taken care of those bills. I'm completely blown away that I am just now--OVER A YEAR LATER--getting informed that I owe $1,744.10, when I would have paid LONG ago if I would have received notice that my payment wasn't received!!! I had set up my *** payments on automatic withdrawal, so I didn't even worry about following up to make sure it was still getting withdrawn from my account. Now, there is an interest charge of $84.10, as well as late fees of $240 and collection costs of $400! I am completely happy to pay the amount I owe in ***************, but why didn't I receive notice LONG AGO that the *** wasn't receiving my payment??? It would have been SO much easier for me to have remedied this a year ago or 11 months ago or even 10 months ago if I would have received ANY notice that my payment had not been received! I don't think I should have to pay the extra $724.10 for all the extra fees, since NO ONE from the property management company has contacted me at ALL ever about not receiving my payment, and I'm finally hearing about it from a debt collection agency A YEAR LATER! Additionally, I emailed PMI Reliant on June 27th (8 days ago) to beg for mercy, and I have received absolutely no response from them at all yet.

  Business Response

  Date: 07/09/2024

  Several notices were sent to include emails on how to sign up for the online portal and numerous ways to pay. These were sent several times before delinquent notices began to go out.

  PMI Reliant has a contractual fiduciary duty to the **** Part of that fiduciary duty is to protect the communities assets and collect the owners assessments so those assets can be properly cared for as well as possible.
  Owners also have a fiduciary duty to the *** of which they chose to be a member. That duty is defined in the CC&Rs of the association. Mainly, that duty is to ensure that assessments and any other money owed to the ***, are received in a prompt and responsible manner for the association to protect association assets.

  At times, when assessments are not paid, part of property managements fiduciary duty is to compel owners to pay any owed assessments and fees. While it is sometimes not a pleasant experience, it is a required one.
  If the efforts of property management do not result in owners paying those assessments and fees, it may then become necessary to involve the services of an experienced third-party agency who are experts in collection activities to retrieve those funds owed to the association. In this case, it did become necessary, and the services of a very reputable national company by the name of ******** ****, who specialize in *** collections, were asked for.

  This process was managed well within legal parameters and is now in the hands of the collection agency. As mentioned in notices sent by ******** ****, all communication and payments must go through the collection agency now managing the delinquent owners account. This is why the owners online portal,and accounts are locked when they go to collections. Should said payments/assessments be sent to the management company, they will be sent directly to the collection agency for processing until such time as the management company is notified that the owners account has been satisfied.

  An owners denial of notices being sent is not sufficient evidence that a notice was not sent or that debt is not owed, which is the actual issue at hand. The information has been provided to the collection agency and determined to be proper for collection activity to continue.

  The management company is simply performing a legal service it was contracted to do. 

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21950943
  
  I am rejecting this response because:

  PMI has responded that they sent multiple notices that I was delinquent in my payments. I also sent my complaint to the debt-collection agency, ******** ****, who sent "copies" of "notices" that were supposedly sent to me on August 30th, 2023, September 14th, 2023, September 29th, 2023, and October 29th, 2023. I have no idea WHO PMI sent these notices to or HOW they sent them because I definitely NEVER received them via email, ***** or any other way! I have also talked with other neighbors who have said the same thing.

  One neighbor on my street said she thought she had set up her new payments correctly with PMI last summer (2023), and even called TWICE to confirm that everything was set up correctly. She also (like me) NEVER received any notices from PMI from June ********************************************************************* May/June 2024. She had also been charged the exorbitant fees of $800 on top of the *************** that hadn't been set up correctly (although she had been told twice that it had been set up correctly). She values her credit score. I value my credit score, and we have always been faithful HOA-payers for the 4 1/2 years that we lived here before PMI took over the property management agency. 

  Another neighbor contacted PMI about the notices that were supposedly sent to her. He told her the letters were sent certified mail, but that would have had tracking information, and when she asked for that, he didn't provide it. He threatened her with extra fines for submitting complaints and has made no effort to resolve this problem. 

  One neighbor has collected the names of various homeowners in our association, and of the 200 homes in our neighborhood, TWENTY are having the same problems that I have mentioned here. If there are that many in our neighborhood with the same problem, the problem is not the homeowners! Something needs to be changed with the management of the property management agency! 

  I also reject the response from PMI because I only have record of ONE email being sent to homeowners on June 1st, 2023, informing them of various ways to set up the new HOA payments. With something so important as setting up a new HOA payment, MULTIPLE emails should go out informing homeowners of the change and how to make the change! 

  Communication from PMI has been difficult. I sent an email to PMI on June 27th, 2024, asking for mercy or explanation or ANYTHING to help me understand why my name had been sent to a collection agency WITHOUT letting me know beforehand that my payments were not being received, and without PREVIOUSLY INFORMING ME that they were going to send my name to the debt collectors, but I didn't hear back from PMI for exactly two weeks, after I sent multiple additional emails begging for a response. PMI just responded that I had to deal with the debt collector from here on out. I have visited with other neighbors who have also talked about calling and emailing PMI multiple times and not receiving a response. If PMI has too many properties to manage and too many emails to read, PMI owes it to the people they serve to hire extra people to go through all the emails regularly and to stay on top of communication with the association. 

  I called ******** **** on July 12th, 2024, to try to resolve this issue without having to pay all the additional $800 fees, SINCE I NEVER RECEIVED NOTICE from PMI that my account was delinquent. They informed me that I had to pay the debt (both the principle, as well as all the additional charges) immediately to avoid having a lien being placed on my home. I was happy to pay the back pay for the *************** that I hadn't realized weren't being deducted from my account, but it's not fair, ethical, OR GOOD BUSINESS PRACTICE to charge a client a YEAR later, without informing them MUCH earlier that they weren't receiving payment. We live in 2024, for ****'s sake!!! There are software programs for managing this kind of information! And notices SHOULD HAVE been sent out--via email, via ***** via certified mail, or hand-delivered! 

  I sent another email on July 11th, 2024, asking PMI what sort of communication they used to send the "notices" to me. I asked if they were emailed or if they sent a paper copy or if they put a notice on my front door. I have not received any sort of response yet. 

  Sincerely,
  
  *******************************

  Business Response

  Date: 07/15/2024

  PMI Reliant has a contractual fiduciary duty to the **** Part of that fiduciary duty is to protect the communities assets and collect the owners assessments so those assets can be properly cared for as well as possible.
  Owners also have a fiduciary duty to the *** of which they chose to be a member. That duty is defined in the CC&Rs of the association. Mainly, that duty is to ensure that assessments and any other money owed to the ***, are received in a prompt and responsible manner for the association to protect association assets.

  At times, when assessments are not paid, part of property managements fiduciary duty is to compel owners to pay any owed assessments and fees. While it is sometimes not a pleasant experience, it is a required one.
  If the efforts of property management do not result in owners paying those assessments and fees, it may then become necessary to involve the services of an experienced third-party agency who are experts in collection activities to retrieve those funds owed to the association. In this case, it did become necessary, and the services of a very reputable national company by the name of ******** ****, who specialize in *** collections, were asked for.

  This process was managed well within legal parameters and is now in the hands of the collection agency. As mentioned in notices sent by ******** ****, all communication and payments must go through the collection agency now managing the delinquent owners account. This is why the owners online portal, and accounts are locked when they go to collections. Should said payments/assessments be sent to the management company, they will be sent directly to the collection agency for processing until such time as the management company is notified that the owners account has been satisfied.

  An owners denial of notices being sent is not sufficient evidence that a notice was not sent or that debt is not owed, which is the actual issue at hand. The information has been provided to the collection agency and determined to be proper for collection activity to continue

  The management company is simply performing a legal service it was contracted to do. 

• Initial Complaint

  Date:07/04/2024

  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.

  In June of last year, PMI Reliant stopped my automatic payments for our HOA dues without any notification. I also stopped receiving monthly statements at that time, so I was not aware that anything had changed. Without any notification over the last year, or any attempt to contact, PMI Reliant reported me to a debt collection agency, Schwartz Vays, and now I need to pay $861 in late fees and interest. I'm fine paying my original dues, but it's unacceptable that I received no notice about being behind in payments. Several people in my neighborhood (at least 17 others) have received similar notices and are experiencing the same issues. I've attempted to contact Dale at PMI Reliant, who I'm told is my contact, just so I can have a link or a method to pay my outstanding bill, and I have gotten no response. So I'm continuing to accrue interest and fees and have no way of paying because the website says I'm unable to with my current log in.
  This has negatively impacted my credit score as well, so my ideal resolution would be a request to correct my credit report if possible as well as change my billing amount to no longer have late fees and interest charged.

  Business Response

  Date: 07/09/2024

  PMI Reliant never stopped this homeowner's ACH withdrawal. There was a changeover in June of 2023 that required all owners to either submit a new ACH form to be mailed or emailed to the management company and provided the email and address to do so; setup autopay with their financials institution, providing the address for those to mailed to; or pay through the online portal with either eCheck or credit card, which also allowed them to establish recurring payments through the portal.

  It was communicated numerous times that this was required and the vast majority of the owners in the HOA did so (they all received the exact same communication without issue). Since that time, the owner was sent notices informing them of the delinquency with no response.

  PMI Reliant has a contractual
  fiduciary duty to the HOA. Part of that fiduciary duty is to protect the
  communities assets and collect the owners assessments so those assets can be
  properly cared for as well as possible. Owners also have a fiduciary duty to
  the HOA of which they chose to be a member. That duty is defined in the
  CC&Rs of the association. Mainly, that duty is to ensure that assessments
  and any other money owed to the HOA, are received in a prompt and responsible
  manner for the association to protect association assets.

  At times, when assessments
  are not paid, part of property management’s fiduciary duty is to compel owners
  to pay any owed assessments and fees. While it is sometimes not a pleasant
  experience, it is a required one.

  If the efforts of property management do not result in
  owners paying those assessments and fees, it may then become necessary to
  involve the services of an experienced third-party agency who are experts in
  collection activities to retrieve those funds owed to the association. In this
  case, it did become necessary, and the services of a very reputable national
  company by the name of Schwartz Vays, who specialize in HOA collections, were
  asked for.

  This process was managed well
  within legal parameters and is now in the hands of the collection agency. As
  mentioned in notices sent by Schwartz Vays, all communication and payments must
  go through the collection agency now managing the delinquent owner’s account.
  This is why the owner’s online portal, and accounts are locked when they go to
  collections. Should said payments/assessments be sent to the management
  company, they will be sent directly to the collection agency for processing
  until such time as the management company is notified that the owner’s account
  has been satisfied.

  An owner’s denial of notices
  being sent is not sufficient evidence that a notice was not sent or that debt
  is not owed, which is the actual issue at hand. The information has been
  provided to the collection agency and determined to be proper for collection
  activity to continue.

  The management company
  is simply performing a legal service it was contracted to do. 

  Customer Answer

  Date: 07/10/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:07/01/2024

  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.

  The dispute is with being sent to collections for a total of $1635.06. I was never notified that the *** information I had given them wasn't working. There as been no email, phone call, or letter sent to inform me that payments were late, or not received. I have been locked out of my account with them so I cannot see what information was entered to know if it was correct or not. I have called them multiple times to try to resolve things and get access to my account without any response. I have given them my information and heard nothing back.I worked with the collections company they are using to file a dispute and was told after filing a dispute that PMI would need to look at and adjust anything connected to it. They have not changed anything or responded to the dispute request from the collections agency as well. It has been about a month since I sent in the dispute.

  Business Response

  Date: 07/09/2024

  There is no record of us ever receiving any correspondence from having ACH information to be added to the system. If it was set that up through the online portal, it was not done correctly, and we can see no record of it being done.
  As for the mention of a dispute and failure to respond, according to the online portal of the collection agency, the owner was notified by the collection agency on June 17, 2024, that they were in receipt of her June 14, 2024, dispute.They also provided her with a copy of her account ledger that verified the debt and informed her that they were continuing their collection efforts.Additionally, a letter was mailed today with information about their decision about her second dispute.

  Her remaining complaints are addressed in the continuation of this statement:

  PMI Reliant has a contractual fiduciary duty to the ***.Part of that fiduciary duty is to protect the communities assets and collect the owners assessments so those assets can be properly cared for as well as possible.
  Owners also have a fiduciary duty to the *** of which they chose to be a member. That duty is defined in the CC&Rs of the association. Mainly, that duty is to ensure that assessments and any other money owed to the ***, are received in a prompt and responsible manner for the association to protect association assets.

  At times, when assessments are not paid, part of property managements fiduciary duty is to compel owners to pay any owed assessments and fees. While it is sometimes not a pleasant experience, it is a required one.

  If the efforts of property management do not result in owners paying those assessments and fees, it may then become necessary to involve the services of an experienced third-party agency who are experts in collection activities to retrieve those funds owed to the association. In this case, it did become necessary, and the services of a very reputable national company by the name of ******** ****, who specialize in *** collections, were asked for.

  This process was managed well within legal parameters and is now in the hands of the collection agency. As mentioned in notices sent by ******** ****, all communication and payments must go through the collection agency now managing the delinquent owners account. This is why the owners online portal, and accounts are locked when they go to collections. Should said payments/assessments be sent to the management company, they will be sent directly to the collection agency for processing until such time as the management company is notified that the owners account has been satisfied.

  An owners denial of notices being sent is not sufficient evidence that a notice was not sent. The information has been provided to the collection agency and determined to be proper for collection activity to continue.

  The management company is simply performing a legal service it was contracted to do. 

• Initial Complaint

  Date:06/10/2024

  Type:Sales and Advertising 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.

  While we are now fully aware that our HOA fees have not been paid, until a collections notice arrived one week ago, we were under the impression that our autopay was set up correctly and that we had been paying for the past ********************************************************* I via email, letter, text, or phone call to let us know that autopay had discontinued, and therefore we had not been paying our dues. I therefore file a dispute, claiming negligence and failure to communicate to send notices on PMIs part. Had we known this was an issue, and been notified early on, we would have immediately corrected the error and paid our monthly dues.While we understand we need to back pay our unpaid HOA expenses, we dispute the late fees and collection fees, as our first and only notice was received through a letter in the mail last week. Failure to contact us about our payments to correct the situation lies on PMI.PMI is notorious for neglecting to answer phone calls and emails. They have a broken website that doesnt work, and their actual office is in disarray. My husband stopped by in person to talk to someone, after not being able to get a hold of someone via phone or email, and the office was in disarray.no manager, no one answering phone calls, no one overseeing any departments. Through researching, we found out ****, the man in charge of PMI, is near impossible to contact.We have had no home address, email address, or phone number changes since our contract with this company began. There should be no reason they failed to notice us. If by some miracle you are able to contact them, they will not be able to provide any kind of paper trial or proof that they sent us notices, because they simply did not. Not one letter, email, text, or phone call has been sent our way. We have contacted several other families in our neighborhood who are currently experiencing similar circumstances as us, and receiving the same results, because of PMIs negligence.

  Business Response

  Date: 06/13/2024

  There was one credit card payment received on this account on June 8, 2023. There has been no payment made in the last 12 months. Since the time that single payment was made there were email notices and delinquent notices mailed to this owner with no response until the collection notice.

  The State of Utah is very clear that the person owing the debt is 100% responsible for that debt and even if we didn't send notices, it is perfectly legal to send someone to collections for not paying that debt in the State of ****. In other words, notices are not required in the State of **** as a matter of case law. That being said, they were sent and the debt is owed, including late fees and collections fees. It is not the duty or responsibility of the *** or its agents to see that the financial responsibilities of the *** owners are met for their individual assessments. The duty is to the owner to ensure those obligations are being met by balancing or reconciling their finances on a regular basis.

• Initial Complaint

  Date:03/11/2024

  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.

  The management firm in question is named PMI reliant P.M., ****, **. They currently manage the ****** services for the Arrowhead tract in ******. 1. I have called tried calling this firm several times and no-one answers their phone. 2.I sent an e-mail on 2/15/2024, informing them that I do not owe them the amount that is indicated on their Website. 3. on 3/10/2024 I sent another detailed message informing them that I only owe them $ ****** dollars for the landscaping fees. (which were assessed in October of 2023).4. ******************** the previous HOA company sent them the number of payments that were previously paid by me and it appears that their accounting office has failed to reconcile the previous monthly payments. (beginning with the first payment in November of 2023).Sincerely, *****************************.

  Business Response

  Date: 03/19/2024

  I spoke with ****** today. As I explained to him, I had previously left messages for him on his voicemail but had not been able to connect with him in person. When he called today, we were able to determine some carryover issues from the previous management company that were due to insufficient information and less than optimal handling of a prior issue.

  As we explained to ******, we applied the balances according to what we received from the previous management company. After discussing this with ****** and receiving the statements he has in his possession, we made sure his account accurate reflected the amounts he has paid. Unfortunately, PMI Reliant was only able to apply the information as it was received from the previous management company. After reviewing the information ****** provided, we were able to reconcile his issue and ensure his account reflects the accurate balance.

  Customer Answer

  Date: 03/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************