Advanced Community Services L.L.C.

Complaint: [redacted] I am rejecting this response because:When it was stated that we had been aware of dues owed that was absolutely falseOur accurate information wasn't added until roughly November when I had to bring up to the ACS office they had none of our actual informationI had talked to Ashely in the ACS office and asked her what information that they had for usThey had our name and the previous owners contact info for everything elseNo material was ever sent to the physical locationI asked if any of MY information was anywhere other than in the name field and she said that it was not but still the previous owners and their addresses and phone numbersAfter telling her that none of that contact info was ours she responded with a hesitant "Oh" knowing that it wasn't good nor correctShe asked if we had a copy of the Warranty Deed that they could provide to us and I was going to bring it down again but she contacted me shortly thereafter to tell me that she found the one that I had originally provided and she would have our details changed over.No information or notices of ANY kind had been sent to the physical location at any point in time until the law office contacted usThe document attached in the response wasn't one that we had ever seenIt may have been sent to multiple locations but none of those were the physical locationNo effort was ever made to contact us and any statement that they did is falseThe fact they say they provided great customer service is laughableWe are more than months down the road with this and I've had to reach back out multiple times to spur any kind of action.As far as I am aware, the Association receives my information from ACSSince that information given to the association was not accurate and changed over correctly from the previous owners to us, that puts us in an impossible situation Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:When the board made the decision they did not have all of the information because more discrepancies have come out since they were presented with the informationI have no record of invoices stating the fees and amounts The amounts I was told we were charged don't match up with the statements I have received We are more than happy to pay the fees incurred by our mistakes if there is accurate accounting that shows the charges and paymentsPart of the issue is that ACS did not enter correctly the fees and originally entered the charge as a credit and sent out payment to usOver the phone I was told we were charged (2) $fees to cover the check amount and the bank fees However, in an action item ACS said the bank fee was $so where did they get the $($120+$25=$145)I would like to see in the contract with ACS the policy on Stopped Checks and if they define and treat returned checks as the same as stopped even though they are two different things.I just want to understand where their numbers are coming from because things are not adding up! ACS is communicating with me and I am waiting to get the requested information (ie: my statements for the year, policy, etc.) and I will match everything up with my record of payments and statements received They are also willing to help clarify things and discuss with the HOA board at our next meeting in January Depending on how everything goes from there will determine how I would like to proceed with the complaint Sincerely, [redacted]

This person is not ACS's customerACS enters into a contract with the HOA, which is run by the boardWe have a legal obligation to follow the board's directionThe board reviewed this matter and voted not to waive this homeowner's feesPart of the board's reasoning, which is legally correct, is
that the homeowner has an absolute responsibility to pay and keep track of their obligations, independent of anything ACS may have doneThis complaint should be dismissed because the complainant is not ACS's client and ACS has handled the matter consistent with our actual client's direction

Their statement is falseThey are not our clientThe Association isWe followed the Association's direction in our actionsThe Association is our client and they are the party we provide customer service toThey are happy with our workWe cannot waive fees, only the HOA canThis whole complaint is misdirected. Moreover, when they say they weren't sent notices, they are wrongI even attached one we sentWe won't be changing this and couldn't even if we thought it was appropriate, which we do not

First of all, the person complaining is not our clientOur client is the HOA boardThat said, we're sorry that there is any frustration for the homeownerWe only recently took over management of this HOA and part of the complaints are not the fault of the ACS, but the previous management company
The complaintant even seems to acknowledge this in reference to the payment issues.Second, it is true that the property manager's husband died in a gun accident, which has taken a toll on her int terms of time and emotional impactThird, the website has worked fine for about 10,other people so I am unsure what the homeowners difficulty was there -- it wasn't a problem with the website.Our client, the HOA board, has not made any complaints

ACS has spoken to the HOA board (who is our client) and the property managerThe board thinks that the charges for stopped payments are perfectly appropriate since your actions cause the board and management company significant workThose will not be waivedAs for removing the amount of the
stopped payment, we cannot do that because we didn't actually get the money since you stopped the checkWhen we get the check we process it as a payment, but when you stop it we don't actually get the moneyConsequently, we have to come back and make a charge for that amount so that it doesn't incorrectly show a credit to you

First, Mr*** is not our customerOur customer is the HOA boardThey are not complaint about our servicesMr*** is unhappy because he has been sent to a collections attorneySecond, we have been sending Mr*** statementsOur computer system tracks statements and it clearly
shows we have been sending them to him each monthIt is a common ploy for delinquent owners to say that they shouldn't be responsible for their delinquency because they didn't receive a statementNot only did we send monthly statements, but we sent Mr*** additional copies when he said he didn't receive themWe also contacted him via legal counselHis case is currently in collections and he must make all future correspondence through the HOA's attorneys.Third, it is a well established matter of law that even if a member of a community association does not receive a statement, they still have the absolute legal obligation to payIn this case, Mr*** did receive statements anyway.In closing, we are following the direction agreed to with our client, the HOA, not Mr***This complaint should be removed because it is not made by a customer and is false

Complaint: [redacted]
I am rejecting this response because:1. When the board made the decision they did not have all of the information because more discrepancies have come out since they were presented with the information.2. I have no record of invoices stating the fees and amounts.  The amounts I was told we were charged don't match up with the statements I have received.  We are more than happy to pay the fees incurred by our mistakes if there is accurate accounting that shows the charges and payments.3. Part of the issue is that ACS did not enter correctly the fees and originally entered the charge as a credit and sent out payment to us.4. Over the phone I was told we were charged (2) $175 fees to cover the check amount and the bank fees.  However, in an action item ACS said the bank fee was $25 so where did they get the $175 ($120+$25=$145)5. I would like to see in the contract with ACS the policy on Stopped Checks and if they define and treat returned checks as the same as stopped even though they are two different things.I just want to understand where their numbers are coming from because things are not adding up! ACS is communicating with me and I am waiting to get the requested information (ie: my statements for the year, policy, etc.) and I will match everything up with my record of payments and statements received.  They are also willing to help clarify things and discuss with the HOA board at our next meeting in January 2018.  Depending on how everything goes from there will determine how I would like to proceed with the complaint.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:When it was stated that we had been aware of dues owed that was absolutely false. Our accurate information wasn't added until roughly November 2016 when I had to bring up to the ACS office they had none of our actual information. I had talked to Ashely in the ACS office and asked her what information that they had for us. They had our name and the previous owners contact info for everything else. No material was ever sent to the physical location. I asked if any of MY information was anywhere other than in the name field and she said that it was not but still the previous owners and their addresses and phone numbers. After telling her that none of that contact info was ours she responded with a hesitant "Oh" knowing that it wasn't good nor correct. She asked if we had a copy of the Warranty Deed that they could provide to us and I was going to bring it down again but she contacted me shortly thereafter to tell me that she found the one that I had originally provided and she would have our details changed over.No information or notices of ANY kind had been sent to the physical location at any point in time until the law office contacted us. The document attached in the response wasn't one that we had ever seen. It may have been sent to multiple locations but none of those were the physical location. No effort was ever made to contact us and any statement that they did is false. The fact they say they provided great customer service is laughable. We are more than 5 months down the road with this and I've had to reach back out multiple times to spur any kind of action.As far as I am aware, the Association receives my information from ACS. Since that information given to the association was not accurate and changed over correctly from the previous owners to us, that puts us in an impossible situation.
Regards,
[redacted]

Attached is Mr. [redacted]'s statement. As you can see, it does show his balance is 0. He wasn't levied late fees (at least any time very recently), but we removed the $25.00 difference. His comment that the problem had to do with a scam is ignorant and uninformed. We do not keep any of this money. It...

is his HOA and they directed us to set forth the policies that he is complaining about, not ACS.

The “Customer’s Statement of the Problem” is false.   Mrs. [redacted] said that ACS “placed a lien on or [sic] home months ago without our knowledge.”   This is not true. First, ACS did not place a lien on the [redacted] home. The HOA’s attorney, [redacted], placed a lien on the [redacted]...

property at the direction of the Sunset Hollow HOA Board.   Second, it is untrue that the lien was recorded on the property without notice. The [redacted]’s received notice from both ACS and the attorney that a lien was going to be placed on their property.   On January 12, 2016, ACS sent the [redacted]s a “Final Warning” that they were $602.85 in arrears and that if they did not pay or set up an agreement to pay, the matter would be sent to a collections attorney. This letter also specifically warned them that “a lien will be placed on the title of your property if you do not pay.”   The [redacted]s failed to respond and the matter was sent to the collections attorney. The attorney sent a notice of continuing lien, which was also recorded with the county. The [redacted]s also failed to respond to this notice.   It wasn’t ACS that placed the lien and multiple notices were sent about the lien.   Mrs. [redacted] said “they raised the dues without notifying us, and I had no idea.”   This is also false. Again, ACS did not raise the dues. The HOA Board raised the dues. Further, the raising of the dues isn’t why the [redacted]’s got behind in their payments either. The dues were raised in March of 2016. The [redacted]’s were already badly in arrears before the dues were increased. As noted above, ACS sent a Final Warning to the [redacted]s two and a half months earlier. Indeed, the [redacted]s were in arrears before ACS even managed the Sunset Hollow HOA.   Also, if the [redacted]s “had no idea” of the dues increase, that is due to their own failure. The [redacted]s were provided notice of the dues increase. Three notices were sent to them. Every Sunset Hollow owner, including the [redacted]s, were sent a mailing on February – 2016 explaining that “It was voted upon at the annual meeting to increase the monthly dues to $140 per month.” Other details were also included. The exact some notification was repeated the next month and mailed March – 2016. The exact same notice was also sent May -- 2016. Notice was also posted on the HOA website for three months.   It wasn’t ACS that raised the dues and multiple notices were sent about the increase.   Mrs. [redacted] said “I mailed them a check for two months worth [sic] of dues to the address provided, but it was returned.”   ACS obviously cannot know whether this actually occurred since we never received the check. However, thousands of other checks are successfully mailed to that address every month.   Mrs. [redacted] said “They charge a lot to make payments on their website, which is ridiculous.”   This is also not true. ACS provides free ACH automatic withdrawal. We also provide a paylease option where paylease charges a small amount, but we discourage owners form doing that. If owners pay via credit card through the website, the credit card merchant processor does charge for the transaction, but ACS isn’t the one charging for the service. Further, in addition to free ACH through the website, owners can also use other free payment services like bill pay or just mailing a check.   I’m sorry the [redacted]s are frustrated, but their complaints about ACS are in many cases misdirected and in other cases simply untrue. This is nothing more than a classic case of someone failing to make payments and then getting frustrated at the legal consequences of that failure. Tell us why here...

Mr. [redacted]'s complaint is wrong on a number of levels. First, his complaint shouldn't even be lodged with ACS. He is not our client and we are not the party responsible for the decisions he disputes. We did not make the decision to send him to collections. We don't have the authority to waive his...

dues. All of these decision are made by the Cold Springs Homeowners Association (hereafter the "Association"). We simply carry out the Association's decision because they are our client. If Mr. [redacted] doesn't like the Association's decision, he needs to lodge a complaint with the Association. The fact that Mr. [redacted] is not ACS's client or customer is also important not just because it dictates who is complaint should be lodged to, but because it also explains that we are giving great customer service by sending him to collections and not waiving his dues. This is because the Association is ACS's client and therefore ACS has a fiduciary duty to follow the Association's direction. In this case that direction was to send Mr. [redacted] to collections and not to waive his fees.I will also add that Mr. [redacted]'s statement that he was not sent notices about dues is completely false. We sent multiple statements noting his assessment obligation and then when he failed to pay we sent him a final warning on September 21, 2016. A copy is attached.We actually sent the notice to two separate addresses to try and ensure receipt. The Final Notice warned Mr. [redacted] he would be sent to collection if he continued to fail to pay assessments. He still did not pay and we sent him to collections at our real client's direction.Mr. [redacted] complains that we told him he has a legal obligation to know his assessment obligation and to ensure that it is paid. Well that is his legal obligation. Case law is crystal clear that even if the Association sends no notices whatsoever, wihich is not true in this case, he would still be clearly responsible as a matter of law.Our client and customer is not complaining about this matter because we merely did what they asked us to and what they have a legal right (and even duty) to do.

Complaint: [redacted]
Things have changed since I last wrote this complaint, and I no longer care to pursue it beyond making sure that things stand correct.First, was Ryan representing ACS or the Willowbrook HOA when speaking to me, or was he representing both?  While my payments go to the Willowbrook HOA, I am under the assumption that the system handling those payments and that Ryan himself were apart of ACS.Second, while it is lawful to force payments even without statements or receipts, it isn’t right to not provide a proper explanation of charges, which is what I was seeking.  This complaint further isn’t just about missing statements, but about the negligent assistance I was receiving from Ryan’s end.Third, I spoke with Josh, another member from the board, who guided me to the RELMS website. Within 10 minutes, I got in contact with RELMS and obtained the statements that I was begging for the last 2 months from Ryan.  That’s ALL that I needed from this to be satisfied with my request.After being explained certain things by the support rep, I found only one email in all of 2017 (June 30, 2017) from [email protected]. Beyond this and the two statements sent by the ACS receptionist (which were generalized and not the well-detailed I was looking for), I can't find any record of any other related statement or communication sent to me.  I also never received any communication indicating the need to re-setup automatic payments again with ACS until the FINAL WARNING letter was received.Continuing, the RELMS support rep mentioned that a recent change from account number 8101 to unit number 446 did not generate the last two bills as expected, leaving me without notifications, or at least that's what I had understood from her. For the rest of the missing notifications for 2017, she mentioned that an account can go inactive without logging in after a certain time, which I didn't as I was already receiving those notifications with Parker B[redacted]; still, I don't actually know if it went inactive. If I deleted any emails from that address, I sincerely don't know. That sort of investigation would require pulling memory from Outlook’s servers, and if it were true, I would accept near to full blame for this.  Regardless, I at least have the website now to refer to for the detailed statements.If I am going to put blame against you, it is proper that I own up to my own mistakes.  Yes, I could have more flexible about this.  I could have made payments at least after receiving the generalized statements, which would have avoided collections.  For this, I apologize and accept your argument, but I do not accept that my issue with the statements was not properly investigated.  Nothing has been done other than verifying on your system whether or not emails have been sent, but I still only find 1 automated email for that entire year.  The other two statements I had manually reach out to receive.  Again, if I had deleted the emails, I don’t know and would accept full blame if I did, yet I had offered multiple ways to fix the issue and even to resolve it myself, but those resolutions were ignored.  I did not proceed to pay because I wanted the detailed statements first, which I realize was a mistake, but being sent to collections and being ignored without sufficient help in implementing the fixes or getting in contact with the third party to resolve this myself is what made this situation ridiculous for me as a customer. I don’t want to pursue this any further.  I am satisfied that Josh had guided me to RELMS and RELMS’ support had assisted me to the point of finishing out what I needed.  That’s all I wanted and I will now begin again to pay faithfully and in full all fees that I rightfully owe to the HOA. Sincerely,
[redacted]