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:02/04/2025

  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 sold my house in Oct 2024 which was part of ************** HOA managed by Navigate. My escrow company requested a Resale Demand document from Navigate which they prepared on Nov 1st. Navigate omitted my payment of $97.19 for Nov *** **** from the document despite having received my payment on the Nov 1 due date. This is accounting irregularity #1. When I pointed this error out to the escrow company they requested a correction from Navigate a number of times with no response for 3 weeks until the closing date of Nov 22. The escrow company sent Navigate a check for the Nov dues of $97.19 which they received on Nov 25. I called Navigate numerous times through the month of December and so did the escrow company. Navigate could not confirm receipt of the check despite the escrow company having a ***** signed delivery receipt. In early January I followed up with the escrow company to find out that Navigate had cashed the check on Dec 19th. I followed up with Navigate again and they could not confirm receipt of the check. This is accounting irregularity #2. Why would they cash a check if they had no invoice to match it to? Navigate requested that I send them proof of payment before they would initiate a refund. This is accounting irregularity #3. Why would Navigate not have records of these payments and have to ask me for them? I emailed them proof of both payments on Jan 10. I have followed up with Navigate several times since then with no response. My complaint pertains to these accounting irregularities as well as extremely poor customer service in their repeated lack of reply to both the requests of the escrow company and myself and the unreasonable delay in sending me my refund.

  Business Response

  Date: 02/06/2025

  Thank you for reaching out and for your patience while we reviewed your concerns regarding the resale demand process and subsequent refund. We sincerely regret any frustration caused by the delays and communication issues you experienced.

  To clarify, when the resale demand letter was issued to escrow in October 2024, it included the November *** **** as upcoming and due before closing. At that time, we could not assume the homeowner would make a final payment before closing. It doesn't appear that we received a request to update the demand after your payment was received on November 1 by the escrow company through our resale documents system, the original statement remained unchanged.

  Regarding the check issued by escrow, we can see that the check was printed on November 22, 2024, but it was not received by our office until December 19, 2024. It is common for escrow payments and documentation to take 2-3 weeks after closing before being received and processed. Our team follows a standard reconciliation process at the beginning of each month to ensure all transactions are properly accounted for before issuing refunds if refunds are due. 

  We understand that you would have preferred to receive your refund sooner, and we apologize for the delay. However, we must follow the necessary financial reconciliation procedures to confirm the accuracy of all payments and avoid discrepancies.

  
  Im happy to inform you that our financial team is finalizing this matter, and your refund will be processed by the end of this week. We appreciate your patience, and we apologize for any inconvenience this may have caused.

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22900066
  
  I am rejecting this response because:
  

  1) HOA payments are due on the 1st of the month. The demand letter was prepared on Nov 1, so it should have been a reasonable to assume it would be paid on time, like it has been for every month of the past 9 years, and to confirm the payment receipt before the demand letter was finalized. This is just common sense. You should review your policy for this to prevent future recurrences.

  2) See attached ***** delivery receipt. The check was received on Nov 25, not Dec 19th.  Why did you wait almost 4 weeks to cash the check?

  3) Why was I instructed on Jan 10 to provide proof of payment when you had already cashed the escrow payment check 3 weeks earlier? This wasted my time. 

  4) You state that refunds are typically processed within 2-3 weeks. 3 weeks from Dec 19 is Jan 9. We are currently 7 weeks from Dec 19, which is more than 2 times your typical processing time. Please explain.

  5) I have not received an explanation as to why my numerous calls and emails did not get a response.

  I will consider this complaint closed once I have the refund check in hand as well as a better explanation of the missteps and the proposed corrective actions that will be taken to prevent this from happening again. 

  Sincerely,
  
  *** ******

• Initial Complaint

  Date:06/01/2023

  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.

  On April 26, 2023 my husband and I entered into a purchase and sale agreement to sell our home at *************************************************************. Our residence is located in The Commons at ******* COA and managed by Navigate Community Management, owner *************************. Our sale agreement called for the Resale Certificate to be delivered to the buyer in 10 days. On May 2, 2023 I paid $316.95 for Navigate (through ************) to order the certificate. After speaking with our escrow, Chicago Title, they said they have had a lot of trouble with Navigates performance with other clients. With that knowledge, on May 3, 2023 I paid $139.95 to rush the order. The sale closing date was May 31, 2023. I received a frantic call from Chicago Title on Thursday, May 24, 2023 stating that Navigate had not given them the Resale Demand Note and we could not close on the closing date without it. They called Navigate with no response. On May 24, 2023 we paid another $461.95 to ************ to get the Demand and added a rush on the order. Chicago Title finally received the Resale Demand Note but it had the wrong association name. That was finally corrected. In total, my husband and I paid $918.85 for a Resale Certificate. **************** law RCW 64.34.425 states: a resale certificate *** not exceed $275.I emailed my concern over the excess charges to Navigate owner, *************************, and he said he would make no effort to reimburse. I am requesting a refund of the excess amount paid of $503.85 from Navigate Community Management. The Resale Certificate of $275 plus the $140 rush charge accounts should be a charge of $415 only. Navigate charged me $918.85, so a reimbursement of $503.85 is due.Please investigate Navigate Community Management. Holding people hostage at a stressful and vulnerable time during a real estate closing transaction is outrageous.

  Business Response

  Date: 06/05/2023

  Response to BBB Complaint *********
  
  
  Closing and transfer/set up fees are customs in the Community Association industry. A home or unit that is part of a Common Interest Community (which includes HOAs, *********************************** will require a certain set of documents and fees, which are either paid in advance or at closing.
  
  Our office processes all requests for documents through ************, a software provider for closing documents for communities. All orders are placed by either the homeowner, the agent or the title company. Orders are processed only once they are paid and the entire ordering system is under the control of the homeowner, title company or agent.
  
  1)    Resale Certificate: in some Associations, the seller is required to obtain a Resale Certificate and provide it to the buyer. The resale certificate is comprised of a set of documents that we, as a management company, are required to complete and perform for each individual unit/home being sold within the Association. The resale certificate includes several documents (governing documents, current and updated financial information, legal information, meeting minutes, rules and regulations, etc). The resale certificate informs the prospective buyer of the financial and legal health of the Association at large and provides other documents for review. This document needs to be updated for every sale. The Resale certificate is required by State Law for all ***********************s created before July 1st, 2018 and for all communities (including HOAs) created after July 1st, 2018.
  
  ********************* lives in a *********************** and is required to provide a Resale Certificate to the buyer. We charge $275 for the resale certificate. Pursuant to State law, we have 10 days to issue the resale certificate. The order was placed Order Placed by *************************** on 05-02-2023 at 16:14 PST.
  
  According to *********, she received information from ******* Title that we hold documents, which is incorrect. We abide by the 10 days requirements. ********************* did not contact us to verify the information and added a rush fee to receive the resale certificate. ********************* added a rush fee on 05-03-2023 with a delivery of one business day. The resale certificate was delivery on 05-04-2023
  Resale certificate: $275 per State law
  Online payment processing fee & delivery fee (charged by ************): $41.95
  
  The rush fee was added by ********************** herself without contacting **. We processed the resale certificate within the timeline required.
  
  2) Resale Demand (also known as pay-off letter)
  A resale demand is required for every sale. The resale demand is a legal document required by the escrow/title company and provides the financial information about a specific unit for the closing. It is different than a resale certificate. In other words, this document notifies the escrow/title company if a special assessment is due at closing, if there is a past due balance due to the Association, if there are violations on the unit, who is the insurance agent, what are the dues for the buyer and their frequency, etc. The document is specific to each unit and required for closing.  Per the management agreement with the community, homeowners are required to pay a fee to obtain the resale demand for the closing of their home/unit.
  
  The order was placed by the title company of **********************. Its ******* Title who placed the order for the incorrect association (not our office issuing the letter with the wrong name). A copy of the order statement and internal activity log is attached to this response showing ********************* as requestor.
  
  
  
  ********************* requested a 1 day rush fee. Again, that is entirely at the discretion of the requestor. Chicago Title submitted the request on 5/24 and it would have a 10 day delivery schedule (by default).
  
  Resale demand: $115 (there is no state law placing a limit on the resale demand), however our costs are pretty low compared to the rest of the industry.
  Online payment processing fee & delivery fee (charged by ************): $41.95
  Rush fee $130 (requested by Chicago Title)
  
  
  
  3) Transfer/closing fees:
  The transfer fees cover the expenses and time related to the transfer of the unit between the seller and buyer. It covers reviewing and following up with the escrow/title documents before and after the closing, closing and opening the seller/buyers accounts in the Associations accounting, filing and archiving documents in the Association's records and verifying county records after the transaction. These fees are customary in the industry and we split the transfer fee between the seller and the buyer.
  
  The transfer fee from the seller is paid by the seller with the resale demand order. The buyer pays the fee at closing.
  
  
  Conclusion:
  
  All the fees charged by our office were done pursuant to the management agreement between the community and Navigate Community Management. The rush fees were added by the ********************** and by the ********************** No refund will be issued.
  
  

• Initial Complaint

  Date:03/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a mail from Navigate community management, which was dated on 3/13, said that I got a fine of $100 from violating the *** rule Storage shall not be permitted under decks or overhangs or anywhere else on any Lot which is visible from any point outside the Lot. It says that its a third notice. But I have never got the first 2 notices. And on 3/13, I already cleaned up the stuff on my front porch. The notice was sent out after I cleaned up my porch. And I was not using the porch as storage. I had my deck fixed so I just temporarily put pots and grills on the porch. Navigate community management company has very bad communication skills. They dont care if the customers really get their notice or not. They never communicated with me directly. All they care is to collect money so it shows they are working. I would suggest my *** to fire this company.

  Customer Answer

  Date: 04/05/2023

  Hi, there,
  
    Regarding my complaint ID ******** filed on 3/28/2023 about Navigate community company, the issue was resolved. The company waived my fine of $100 for the third notice. But I was still charged $50 for missing their second notice. Please close the case. BTW, the Navigate community company seems not to have received your message. Thanks.
  
  
  
  Best,
  *********************
  ************