Pride Asset Management, Inc.

Thank you for the opportunity to respond to this issue *** *** was a frequent visitor to our offices regarding and issue he is having with his neighbor We have informed him several times that the Homeowners Association has no jurisdiction related to his issue with his neighbor and
that he needs to contact the proper authorities *** *** was asked to restrict his visits to our offices for HOA related issues only He made several inappropriate comments to our office staff and was subsequently asked to communicate with us only in writing in the future Upon receiving the complaint from your offices, we attempted to contact *** *** on several occasions When we finally reached him, he denied having ever made the complaint We asked him to provide in writing his denial and he did so below If we can be of further assistance in this matter, please let me know *** ***President/CEO From: *** *** *** Sent: Tuesday, March 04, 3:PMTo: *** ***Subject: Re: Call hey *** ya I did not send and email to Revdex.com I have know ideahow that happend I believe my email may be hacked I have no idea how this wassent I m sorry for any and all confusion about that again I did not said acomplaint to Revdex.com sorry again I will take steps on correcting this error. *** ** *** On Tue, Mar 4, at 2:PM, *** *** ***wrote:***: I have attempted to contact you twice today via your cell phone and I’m receivinga message saying your voice mailbox isn’t set up. Please contact me assoon as possible. *** ***Director of Multi Housing Division*** *** *** *** * *** *** *** (Main)*** (Direct)*** (Fax)Strengthening Your Community's Future***This electronic mail transmissioncontains information from Pride Community Management that may be confidential orprivilegedSuch information is solely for the intended recipient, and use byany other party is not authorizedIf you are not the intended recipient, beaware that any disclosure, copying, distribution or use of this message, itscontents or any attachments is prohibitedAny wrongful interception of thismessage is punishable as a Federal CrimeIf you have received this message inerror, please notify the sender immediately by telephone or by email

On Friday, December 12, *** *** contacted my assistant, ***, with a request for a breakdown of the charges he received as a result of violations and administrative charges On this same date a copy of *** *** ledger, showingEVERY charge and payment made since we
have had Travertine, was mailed via first class mail to his address in ***On Wednesday, December 17, *** *** sent an email saying he still needed the breakdown on his account As the statement had been mailed days prior, and taking into account the fact that the Holiday mail is always a little slower, I allowed an additional days then emailed a copy of the ledger to *** *** at *** The email chain and a copy of *** ***'s ledger are both attached to this reply.On December 29, *** *** responded that he did not receive the mailed copy of the ledger but had the copy of the emailed ledger and would review.On January 1, *** *** replied that he had decided which fees he would pay and which he would not and stated that there was a long list of attempts to contact us going back into October, which we cannot verify from our incoming call logsI believe *** ***'s complaint is nothing more than an attempt to get out of paying debts he insists we remove even though he is in full understanding that we do not have the authority to remove fines, removals must be approved by the Board of Directors as the fines are technically the Association's moneyI am also including a copy of the form that must be completed for submission to the Board for their considerationHis "decision" do pay only $of the fines/fees will not stopfuture late notices or fees until such time as the Board of Directors decide if they will waive the fees he has accumulatedAs to *** ***'s claim that the mail is going to a previous address, the records show that the address he provided and which was entered in early November is the address of record This is also attached

I live at a community that changed over to Pride Community Management last year and I have to say after dealing with the last management company its refreshing to call this company and get a live person on the phone to speak with The last company that we had you always had to leave a message and hoped that you received a call back This company does visit the property on a monthly basis and they hold monthly meetings with all of us and they have made a big improvement here We now have flowers in all of the correct places, the manager we have treats this community as if he lives here, its great to see someone is pro active about keeping my home values upIf your looking for a management company to handle your community you need to contact them

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am very disappointed in the lack of professionalism and customer service demonstrated by Pride Asset Management and I have decided to respond in-line below (red italics).  I am in no way trying to avoid paying retroactive or future fees, but wanting to ensure these fees are reasonable and justified in order for my tenants to pay.  Thus far, I have not received a simple phone call back which could have easily resolved this prior to having this escalated in the manner it has.  I was proactive in reaching out to the Representatives at Pride and offered my phone number for them to give me a call to further discuss but to no avail.MESSAGE FROM BUSINESS:On Friday, December 12, 2014 [redacted] contacted my assistant,  [redacted], with a request for a breakdown of the charges he received as a result of violations and administrative charges.  On this same date a copy of [redacted]'s ledger, showing EVERY charge and payment made since we have had Travertine, was mailed via first class mail to his address in [redacted]Can Pride provide evidence that this mail was delivered or was returned back to them as we have no evidence of this being mailed to us.  Since they mailed this First Class, they should have received a Delivery Confirmation.  In the emails attached, you will note that there were numerous times during my correspondence with them that I requested that they update their contact information to ensure I am receiving all the necessary documents related to my property.On Wednesday, December 17, 2014 [redacted] sent an email saying he still needed the breakdown on his account.  As the statement had been mailed 5 days prior, and taking into account the fact that the Holiday mail is always a little slower, I allowed an additional  2 days then emailed a copy of the ledger to [redacted] at [redacted].  The email chain and a copy of [redacted]'s ledger are both attached to this reply.Per my above statement, I did not receive an email reply and was unaware that [redacted] mailed out a statement until the email I received on 12/29/14 attached.  In the email chain Pride attached, you can see that I only received a response from [redacted] on 12/29/14.  In addition, we have been mailing and calling Pride Management since September questioning some of the fees that we were being charged, which is included in the email support attached.   On December 29, 2014 [redacted] responded that he did not receive the mailed copy of the ledger but had the copy of the emailed ledger and would review.I have no further comments.On January 1, 2015 [redacted] replied that he had decided which fees he would pay and which he would not and stated  that there was a long list of attempts to contact us going back into October, which we cannot verify from our incoming call logs. I believe [redacted]'s complaint is nothing more than an attempt to get out of paying debts he insists we remove even though he is in full understanding that we do not have the authority to remove fines, removals must be approved  by the Board of Directors as the fines are technically the Association's  money. I am also including a copy of the form that must be completed for submission to the Board for their consideration. His "decision" do pay only $49.00 of the fines/fees will not stop future late notices or fees until such time as the Board of Directors decide if they will waive the fees he has accumulated. As to [redacted]'s claim that the mail is going to a previous address,  the records show that the address he provided and which was entered  in early November is the address of record.  This is also attached I have attached 6 email chains between myself, [redacted], [redacted], as well as Pride's Accounting Department.  Also, I have highlighted certain sections of the email chain and added specific comments including an email from October inquiring about a letter dated 9/30/14, and the 2 most recent calls I made on December 12th and December 17th which were from a Company Conference Room ([redacted]).  Pride can surely revert to their incoming call logs to verify this.   As I mentioned above, the reason I have filed a complaint is not because I am not willing to pay the fees.  I am willing to pay the fees that are in fact for our property and what I am not willing to pay for is the $7 fee for the landscaping fine that is not our property (see September email attached), nor am I willing to pay the $3 admin fee or $58 late fee for not paying the fines as I have been proactive with Pride Management monthly through emails and calls with questions and request of fee breakdown in which Pride’s response was non-existent or delayed.  It is evident that Pride has not replied to my inquiries in a timely manner and to the level of detail I requested.As far as the statement "he is in full understanding that we do not have the authority to remove fines, removals must be approved  by the Board of Directors...", this was never communicated to me previously and [redacted] only mentioned in an email dated 12/29 (attached) that she would have to further discuss this with Bill.  A "Fee Waiver Request Form" was never referenced.  Out of courtesy, it would have been great if Pride would have let us know in advance that there was another process to follow.Nevertheless, we will remit payment for $49 and will complete the "Fee Waiver Request Form" for the remaining amount for the Board of Directors to approve.  Please do not hesitate to contact me if you have any further questions or concerns.Regards,[redacted]

Thank you for the opportunity to respond.  We look forward to hearing from you soon.

[redacted] purchased a unit at [redacted] last year, since such time [redacted] has complained about thespa not being heated to his satisfaction. The Board of Directors has had two different pool firmswork on the spa.  The heater has...

beenreplaced as well as other parts. As gas is not an option in this location, anelectric heater was installed.  The boardhas been informed that the current heater is not strong enough to keep the spahot.  The board has reviewed the cost ofpurchasing a gas heater however the cost of doing so is not something that the Associationcan afford to spend at this time.  Mr.Schmidt is the only owner that has a complained about the spa not being hot enough,and the spa was in fact designed as only a cold spa.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my...

complaint.  For your reference, details of the offer I reviewed appear below.
The response from the business states that I did not submit a waiver request to them.  However, I informed them that I would submit the waiver request and then I emailed the request to [redacted] on 8 August 2014 (attached), as they requested.  This speaks to the prime issue of the complaint.  As the intermediary to the Board of Directors, Pride has been extremely unresponsive to communications. I contacted them multiple times since the 8th asking for a status of the waiver request, at no point did they inform me that they had not received it.  Additionally, they never reached out to me when they did not receive the request.
I am extremely upset that they submitted their own waiver request on my behalf even as I was asking for the status of the request that I had submitted.  For one, the fact that I was asking about the status of a waiver request that they don't seem to have received never appeared to be a problem for them.  Additionally, they were never authorized to speak to the board on my behalf other then to submit the request that I had emailed them.  Why would they submit a request on my behalf without at least telling me that they were doing so?  Additionally, as is obvious from their response to this complaint, we were not on the same page as to my concerns with the assessment.  So then, how were they supposed to make my argument for me?
 
I have since made multiple requests for a status and they have written to say that they would not provide any information outside of the formal process of the Revdex.com complaint.  The two should not have been linked in any way.  I was requesting a status of a waiver request I had submitted through them to the board.  The complaint had to do with lack of responsiveness on their part, failure to respond when they said they would, and tendency to assess admin fees while I was waiting for the previously promised responses.  At this point, this response was the first I had heard that the waiver request was denied.  Based on a letter I received yesterday, they are still representing the Board through November 30th.  As such, I can see no other cause for failing to provide information as requested other then retaliation for filing the complaint.
 
Additionally, while I have been persistent in my requests for information, my communications have not been abusive in nature.  Hotmail does not make it easy to copy threads, but I can forward all communications to the Revdex.com if you provide an address.
 
Finally, there are a few points in the response from the business are either inaccurate, or extremely circumspect:
 
"The senior manager verbally apologized to [redacted] at the same time for any confusion or misunderstanding. "
I never verbally communicated with this person.  He apologized via email for not following through on his initial response email promising further response within 24 hours.  This came after a long thread where I was asking for a root cause for the lapse.  It was this extended interaction where the senior manager was unable to tell me what had happened to cause the lapse, that lead to me asking for his supervisor's contact info (It was not known to me at the time that his supervisor was the owner).
"In an effort to be helpful, the Senior Manager completed the form on behalf of [redacted] and forwarded it to the Board of Directors for their review. 
At the most recent meeting of the Board of Directors (September 16), the Board reviewed [redacted]'s request for waiving his fine and administrative fees.  Unknown to Pride, after receiving the waiver request, two members of the Board of Directors went to [redacted]’s residence and confirmed that the landscaping issues he was cited for were factual and upon hearing this information, the Board unanimously denied his request for waiving his fines and fees."
This makes no sense.  My next communications with Pride after sending the waiver request on 8 August was on 8 September when I received the additional administrative fees.  The issue with the landscaping had been rectified significantly before then on the weekend of 10 August.  At what point did they file a waiver request on their own?  How was this submitted to the board in time for board members to validate the state of landscaping prior to it being rectified?
Regards,
[redacted]

Please see attached.

Pride Community Management is the management company for my HOA at Tuscany Villas. Since January of 2014 as of the date of this review 4/25/2014 they have had 4 different people in charge of our HOA. They seem to have a high turnover. I have brought to their attention some minor issues at the fitness center which they seem very willing to address but never do. After some persistence in this matter I was finally told that these matters are handled by an outside vender. Isn't it Pride's job to arrange for the repairs? I'm talking about small routine maintenance that would take very little time. Pride tells me that at the monthly board meetings issues are brought up then schedule a discussion at the next monthly meeting and then posted on the website. The website has absolutely nothing on it. I honestly believe this management company is a scam and at the very least should change their name.

Pride Community Management is the management company for my HOA at Tuscany Villas. Since January of 2014 as of the date of this review 4/25/2014 they have had 4 different people in charge of our HOA. They seem to have a high turnover. I have brought to their attention some minor issues at the fitness center which they seem very willing to address but never do. After some persistence in this matter I was finally told that these matters are handled by an outside vender. Isn't it Pride's job to arrange for the repairs? I'm talking about small routine maintenance that would take very little time. Pride tells me that at the monthly board meetings issues are brought up then schedule a discussion at the next monthly meeting and then posted on the website. The website has absolutely nothing on it. I honestly believe this management company is a scam and at the very least should change their name.

Review: I have lived in an association managed by pride community management for over a year and they have failed time and time again to complete repairs to the community. Specifically common area hot tub / jacuzzi. The jacuzzi has not been heated the entire time I have lived here with the exception of about 10 days. I have contacted the management company on numerous occasions and have continued to be met with excuses for the delay. I have numerous email communications with the management company expressing my concerns for maintainence not being completed in a timely manor. All email communications are available if requested.Desired Settlement: I would like the repair completed and communicated to the community. I feel that not only myself but others I have spoken to feel as if the management company doesn't care.

Business

Response:

[redacted] purchased a unit at [redacted] last year, since such time [redacted] has complained about thespa not being heated to his satisfaction. The Board of Directors has had two different pool firmswork on the spa. The heater has beenreplaced as well as other parts. As gas is not an option in this location, anelectric heater was installed. The boardhas been informed that the current heater is not strong enough to keep the spahot. The board has reviewed the cost ofpurchasing a gas heater however the cost of doing so is not something that the Associationcan afford to spend at this time. Mr.Schmidt is the only owner that has a complained about the spa not being hot enough,and the spa was in fact designed as only a cold spa.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The answers above are insulting. The reason no one complains is because for the past several years these problems have remained consistent. When people make complains and nothing changes that becomes the expected out come. When new people move in to a community such as did they have expectations that the HOA should provide. Last year there was an incident where a pipe broke that was a common pipe causing my unit to have water damage. I asked the HOA to have the plumbing repaired and they told me it was my responsibility. After I researched the CC&R's I had to prove a common pipe is the responsibility of the HOA not the owner the repairs were made. Another instance is our security gate. It was broke for 3 days or so before I emailed [redacted] to let him know to which he told me I was the first to complain. Another example of how people who have lived her for years accept the way thing are. I have spoken to neighbors who have reported issues such as leaking roofs and holes in their duct work. All of these have been reported yet the problem remains. The consistent factor in these situations is lack of response from the management company. The variable factor is the complaint. It shouldn't matter if it is a leaking roof, holes in duct work, a broken gate or a broken heater. When an issue is identified and it's the responsibility of the HOA to rectify the issue it should be done to the complete satisfaction of the property owner. I woukd like like to hire my own inspector to come out and assess what the root cause of the problem is. [redacted] has lied to me in the past and I wouldn't put it past him to do it again. I would like the gate code to the pool area to have an independent inspection done.

Regards,

Business

Response:

The board has made the decision that you have in writing from the Board President the association will not spend any additional funds for the work. As for a key to the pool equipment the only person outside of management and the Board of Directors is the pool vendor. We will not allow an owner to have access

Review: Pride asset management sent me to collections after two missed quartly payments, I gave "[redacted]" the opportunity to correct the issue she was appalled that I even got a hold of her then spoke to me and denied me any help.

She sent my two payments for 143.99 to collections and required inpay 780.50 in full. I didnt have that kind of money she then placed a lien on my home and now requires me to speak to a law office to make a full payment of 1107.00

Of which I have called April several times to resolve yet she has yet to work out a repayment program.

I THEN CALLED [redacted] back who refused to take my calls.Desired Settlement: I want to pay what is required for my HOA not additional nonsense fees that Barbara has decided to add along with her debt collectors.

149.00

149.00

and the current payment equaling

450.00

Business

Response:

This owner is a member of an HOA which collects assessments quarterly on January 1,Aprill,July 1,and October 1each year. He purchased the home in March of 2010 and is familiar with the payment schedule as it has not changed since the property was purchased. A quarterly invoice was sent to him in December 2014 for the January assessment and one was sent in March 2015 for the April assessment.He failed to submit payment for either one.He was sent a first late notice on 2/26/15, a second late notice on 3/30/15 and a pending legal action letter by certified mail on 4/29/15 (see attached). He failed to contact us and respond to any of the letters we mailed him. His account was sent to collections on 5/27/15 for failure to pay 6 months worth of assessments (the two quarterly payments). As of July 1, he is behind three of the four quarterly payments for the year. Payments are due on the 1st of the billing month and late after the 15th.The owner contacted our office on 6/17/15, after the account was in collections and after he received an "Intent to Line" letter from the attorney- to date no lien has been recorded on the property as indicated in the complaint. He was not denied help,nor did he receive the indicated reaction. He was informed at that time that he would need to contact the attorney directly to bring his account current, either by paying in full or by setting up a payment arrangement with them. It was further explained when an account is placed in collections, we cannot accept payments in our office until the account is brought current,which includes any attorney fees incurred. All payments and payment arrangements would need to be made directly to the attorney. He disregarded the information and mailed his payments to our office, which we promptly forwarded to the attorney's office.The additional fees on his account are due to his failure to pay timely, they are not made up "nonsense fees". The fees include attorney fees, late fees,administrative fees for notices and fines for continued violations of the community CC&R's by failing to take care of his property. The fees are determined by the CC&R's and the Board of Directors of the HOA, not the management company.Owners agree to abide by the CC&R's when they purchase property with HOA's. The community documents stipulate that the accounts are to be sent to collections for failure to pay and a lien is to be placed on the property. Liens are placed by the attorney's office,not employees of our company as indicated in the complaint. And as stated above, to date, no lien has been recorded on the property. We do not make up procedures as suggested,we follow the procedures stipulated in the community documents written by the developer when the community was built (see attached documents).The owner contacted our office again on 7/13/15, and spoke with our receptionist. She explained that he would need to contact the attorney's office since the account was in collections. He stated he tried but has been unable to speak with them. He said he left messages,but when the law office called him back,he didn't answer the phone and they did not leave him a message. The attorney's office stipulates in their voicemail that the person calling must give authorization for them to leave a message should they call back and get voicemail. The owner failed to give that authorization the two times he called the law office,therefore, they could not leave him a message. The receptionist asked for his email address and informed him that we would email the attorney's office in a few minutes and ask them to contact him that day,as soon as possible. The owner then decided to email them at the same time,and was quite rude and obnoxious to the paralegal who handles the account (see attached email's).If the owner had responded to my notices, he would not have been sent to collections, but he chose to ignore them and now he blames everyone for his situation but himself. We did nothing wrong and treated his account the same as other delinquent accounts.

I live at a community that changed over to Pride Community Management last year and I have to say after dealing with the last management company its refreshing to call this company and get a live person on the phone to speak with. The last company that we had you always had to leave a message and hoped that you received a call back. This company does visit the property on a monthly basis and they hold monthly meetings with all of us and they have made a big improvement here. We now have flowers in all of the correct places, the manager we have treats this community as if he lives here, its great to see someone is pro active about keeping my home values up.
If your looking for a management company to handle your community you need to contact them.

Review: The complaint is referring to the property located at [redacted]. My house borders this property on the East side. This property is managed by Pride Asset Mgt. I contacted [redacted] on July 22nd. I attached pictures showing that the two trees bordering my property and about 15-20 feet over my property line. These two trees are about 50-75 feet in height and shed constantly. It is a continual cleaning of my pool and yard, that should not have to happen on a daily basis. There is another problem as well. The one tree's root system is now causing structural damage to the block fence that borders the twp properties. The block wall is starting to lift and crack the mortar joints. I received a response from [redacted] on 7-23-15. They said that they will get their trimmers out and get them cut way. I have not heard anything as of 8-19-15. I sent a second request to [redacted]. I received notification that my request was received from [redacted]. I did not receive a reply back. On 8-28-15, I sent a third request to [redacted]. I I have not received any response as of today, 9-2-15. These trees are huge and I don't see how they can be trimmed from their property only. I have offered [redacted] access into my yard as needed.Desired Settlement: Due to the structural damage the one tree is causing to the block wall bordering the two properties, the only real solution is to have the tree removed completely. I have had two tree companies out to look at the situation and off a solution. Both companies have said the only way to resolve this is to remove the tree completely. I am willing to help with some of the cost of the tree removal as good faith. This needs to be resolved.

Review: well me and my family have lived in aspen springs condos for about 2 years now we have had several companies rule over our property and the latest one is Pride Community Management they do not care about any complants we have about the property I have had a battle with my downstairs residents my shower leaked into theirs we are getting the problem fixed but under my hoa they told me to use it anyways cause the owners arent getting the problem fixed and so I continued to use it it leaked again and now there is more damage they said what do u want us to do about it this is my first home I have owned and I never have experienced something like this they told me its my fault that I should be respondible for taking care of the issue, they are the ones to tell me to use that shower again but other problems we have are the whole condos need to be updated the pipes everything they dont want to spend the money to repair any damages to units like some roof issues over other units are damaged my patio doors are stripped due to the other owners before I got here just a lot of things need to be updated and fixed not just in my unit but everybodys they told me that they dont care and that they want us to pay more to them so they can use our money to better pay themselves nothing is getting repaired or anything fixed our place looks like we are in mexico no offense to the mexicans its I disrepair and I pay 185 a month to this company im tired of not getting things fixed and being taken advanage of please do something about this currupt companyDesired Settlement: I would like things updated pipes update replaced and them to pay for the suffering they cause me and my family and the downstairs owners we did nothing to warrent this disrespect and im tired of being bullied by them saying they dont have time to help us

Business

Response:

Thank you for the opportunity to respond to this issue. [redacted] was a frequent visitor to our offices regarding and issue he is having with his neighbor. We have informed him several times that the Homeowners Association has no jurisdiction related to his issue with his neighbor and that he needs to contact the proper authorities. [redacted] was asked to restrict his visits to our offices for HOA related issues only. He made several inappropriate comments to our office staff and was subsequently asked to communicate with us only in writing in the future. Upon receiving the complaint from your offices, we attempted to contact [redacted] on several occasions. When we finally reached him, he denied having ever made the complaint. We asked him to provide in writing his denial and he did so below. If we can be of further assistance in this matter, please let me know. [redacted]President/CEO From: [redacted] Sent: Tuesday, March 04, 2014 3:45 PMTo: [redacted]Subject: Re: Call hey [redacted] ya I did not send and email to Revdex.com I have know ideahow that happend I believe my email may be hacked I have no idea how this wassent I m sorry for any and all confusion about that again I did not said acomplaint to Revdex.com sorry again I will take steps on correcting this error. [redacted] On Tue, Mar 4, 2014 at 2:40 PM, [redacted]wrote:[redacted]: I have attempted to contact you twice today via your cell phone and I’m receivinga message saying your voice mailbox isn’t set up. Please contact me assoon as possible. [redacted]Director of Multi Housing Division[redacted] (Main)[redacted] (Direct)[redacted] (Fax)Strengthening Your Community's Future[redacted]This electronic mail transmissioncontains information from Pride Community Management that may be confidential orprivileged. Such information is solely for the intended recipient, and use byany other party is not authorized. If you are not the intended recipient, beaware that any disclosure, copying, distribution or use of this message, itscontents or any attachments is prohibited. Any wrongful interception of thismessage is punishable as a Federal Crime. If you have received this message inerror, please notify the sender immediately by telephone or by email.

Review: Our Homeowners association [redacted] hired Pride Asset Management to handle Maintenance of the HOA, and also provide legal consulting. As such, Pride represents board of directors when communicating with home owners.

Recently, the board of directors decided to collect fines for whatever they or Pride considers a violation of CC&Rs of the HOA. However, the CC&Rs do not have provisions for such collections, and the criteria of violations was not listed and published to the HOA.

Recently, I received a "second notice" that a fine was assessed against me for a allegedly missing sheet of plastic in my gate, with the recommendation to contact Pride in writing to file an appeal on the e-mail address provided. They gave me 10 days to respond. I sent the appeal promptly that it is missing on purpose as it is a window for a dog to view the street area, and that the fine should be void. I sent several e-mails and regular mails, expecting a response - but Mr. G[redacted] (Agent) did not respond at all, nor Pride sent any reasonable explanations and actions taken for more than 20 days. Meantime, Pride continues to send notices for unpaid amount without any explanation or itemization. Based on failure to respond to appeal within 10 business days (same as their allowance to me) I consider their fine request void.

I also pointed out and documented the other, much more severe violations of CC&R which are continuing for more than 6 months and for which, for some reason, Pride does not take any action. I think that a selective application of fine policy with doubtful status is not acceptable.

I pointed out that not responding to the homeowners who hired Pride is not an accepted business practice.

I don't think that the business practices that I observe are meeting A+ Revdex.com grade as advertised on Pride's web site.Desired Settlement: I demand the following:

1. Explanation of legal background of decision that empowers the BoD to assess fines and voting minimum requirements to make it legal. The disclosure in writing, delivered to all homeowners in HOA.

2. Complete disclosure of the fine policy and criteria / list of violations / fine schedule which was proposed by Pride to BoD, and explanation how collected funds were used. The disclosure in writing, delivered to all homeowners in HOA.

3. Prompt consideration of my appeal and removal of fine because I disagree that the intentional design of my gate should be considered a major disrepair at discretion of Pride Agent, and they failed to respond.

4. Disclosure of response time deadlines for the applications and messages sent to Pride and explicitly requesting response. Need to respond within 10 business days.

5. Disclosure in writing of all violations that were fined in 2015. The review should be sent to all HOA members and also presented at HOA next annual meeting.

Review: I received a letter from Pride Asset Management, who manages my Community's HOA, dated November 30th 2014 attempting to collect fees totaling $117. Upon receiving this letter, I emailed our representative, copied their Accounting Department and a back-up person who we've previously worked with on December 8th requesting an explanation of the charges. On December 12th, I called the representative and left a voice mail for him to give me a call back to discuss the fees in further detail. Still not having received an email reply or a phone call, I called the backup representative directly on December 17th requesting a phone call back. However, I still have not received an email or phone call with a breakdown of the charges. My wife and I are very frustrated with our experience and feel that the Customer Service is atrocious!Desired Settlement: We would like the following outcomes:

1) A formal response with a breakdown of the fees owed

2) Removal of invalid charge for landscaping fines that were not my house (emailed for an explanation on November 11th again with no response)

3) Removal of any interest charges/late penalties for non-payment as we still do not have a breakdown of the fees owed

Business

Response:

On Friday, December 12, 2014 [redacted] contacted my assistant, [redacted], with a request for a breakdown of the charges he received as a result of violations and administrative charges. On this same date a copy of [redacted] ledger, showingEVERY charge and payment made since we have had Travertine, was mailed via first class mail to his address in [redacted]On Wednesday, December 17, 2014 [redacted] sent an email saying he still needed the breakdown on his account. As the statement had been mailed 5 days prior, and taking into account the fact that the Holiday mail is always a little slower, I allowed an additional 2 days then emailed a copy of the ledger to [redacted] at [redacted]. The email chain and a copy of [redacted]'s ledger are both attached to this reply.On December 29, 2014 [redacted] responded that he did not receive the mailed copy of the ledger but had the copy of the emailed ledger and would review.On January 1, 2015 [redacted] replied that he had decided which fees he would pay and which he would not and stated that there was a long list of attempts to contact us going back into October, which we cannot verify from our incoming call logs. I believe [redacted]'s complaint is nothing more than an attempt to get out of paying debts he insists we remove even though he is in full understanding that we do not have the authority to remove fines, removals must be approved by the Board of Directors as the fines are technically the Association's money. I am also including a copy of the form that must be completed for submission to the Board for their consideration. His "decision" do pay only $49.00 of the fines/fees will not stopfuture late notices or fees until such time as the Board of Directors decide if they will waive the fees he has accumulated. As to [redacted]'s claim that the mail is going to a previous address, the records show that the address he provided and which was entered in early November is the address of record. This is also attached

Review: Pride Asset Management acts as the management company for my Home Owners Association. They assessed a violation of the CC&Rs identifying "trees need trimmed" on June 29th. Due to traveling, I received first and second notices (assessing a fine) on the 22nd of July. I emailed Pride Asset Management on that date and identified that I had been traveling and asked for more information on the violation. I received an automated response promising detailed response within 24 hours. I then proceeded to have the trees trimmed at the property. The next time I heard from Pride Asset management was on 4 August when I received a letter assessing administrative fees on the fine. After an exchange of 9 emails, they apologized for the delay and waived the admin fees. In a separate thread of over 10 emails and an initial phone call, I was unable to glean any additional information as to specifics concerning the initial violation or whether the trimming I had done was sufficient to bring me into compliance. They did, however, provide the mechanism for me to request a waiver of the fine. This means was via email to their office. I emailed the waiver request on 5 August, and then again heard nothing further from them until a letter dated 7 September, when I received another letter (dated 29 August) assessing administrative fees on the fine. Up until this time I had been dealing with [redacted] and Director of Multi-Family Housing [redacted], with [redacted] and [redacted] CC'd. Due to the apparent lack of internal communications, I sent an email prior to business hours on 8 September, including all of the preceding as well as Owner [redacted]. It has now been 2 full business days without any response.

My primary concerns:

1. Lack of pertinent information in notices. The CC&Rs reference "prescribed standards of the board". According to [redacted], these standards are not written and should be assumed to be community standards. It is to this extremely vague standard that I was supposed to "trim trees". Even with pointed questioning, I was unable to derive any further information as to how the trees were out of compliance. As someone who is trying to maintain compliance while not being local, this is almost useless as actionable information. I had the trees severely trimmed as a precaution, and even then, I have been unable to receive confirmation that they are now in compliance.

2. Complete lack of responsiveness to communications. I received no response to my initial email to [redacted] other then an automated response promising detailed response within 24 hours. During my phone call to [redacted], I was promised response that evening, but response wasn't forth coming until the next afternoon. I have yet to receive any information concerning the request for waiver that I submitted on 5 August. I have received no response to email detailing these concerns sent prior to business hours 2 days ago. I have requested that all correspondence be sent by email (or at least a courtesy email if they feel they have legal requirements to send via post), but still get these notices via post, with no email notification.

3. Assessing administrative fees while I am awaiting responses from them. This is completely unacceptable. I was waiting for a promised response from them when the first admin fees were assessed, and now I'm waiting for confirmation of the status of my request for waiver and I receive another administrative fee. On top of this, the complete lack of communications while assessing the administrative fees.Desired Settlement: Unfortunately, your form only allows 1 desired settlement, but I have a few that I desire:

1. Waiver of all administrative fees assessed while awaiting their response, and no further assessment of administrative fees until they positively communicate the status of my waiver request. Furthermore, if that request is denied, I should be provided a reasonable amount of time following this positive communications to pay the assessed fine without administrative fees being assessed.

2. An actionable amount of information in any future assessments of violations. I will attempt to avoid these, but it is difficult to hit an undefined target. Actionable information helps me ensure any violations are rectified properly.

3. An detailed explanation of what steps are being taken to prevent items 1-3 above from happening again.

4. A detailed status of my waiver request. If this request has not been actioned by the board, then I would like progress reports until such time as it is actioned.

Business

Response:

Thank you for the opportunity to respond. We look forward to hearing from you soon.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The response from the business states that I did not submit a waiver request to them. However, I informed them that I would submit the waiver request and then I emailed the request to [redacted] on 8 August 2014 (attached), as they requested. This speaks to the prime issue of the complaint. As the intermediary to the Board of Directors, Pride has been extremely unresponsive to communications. I contacted them multiple times since the 8th asking for a status of the waiver request, at no point did they inform me that they had not received it. Additionally, they never reached out to me when they did not receive the request.