C I A Services, Inc

Thank you for providing us with
this information I believe this concern
will soon be fully resolved. Here is a
summary of what has occurred and our latest actions
","serif""> C.I.AServices is the management
company for the *** *** *** *** II which includes the ***
gated section where *** *** livesThe first homes were built in *** in
*** and *** *** was among the first residents. The builder of the homes in ***, ***
***, has three homes to complete and sell
As indicated, *** *** has
contacted our office on several occasions to report issues related to home
construction (currently mud on the street, curb damage from construction and a
missing street sign). While some of the issues *** *** raised over
the last four months were resolved in a timely manner, some of the problems
associated with home construction were not resolved or recurred. C.I.AServices has tried to work with ***
*** to address the issues with admittedly unsatisfactory results
We did not fully communicate our
efforts to *** *** or respond to all of his inquires. We should have communicated better and pursued
alternatives to force the builder to correct the problems.
We provided a specific update to **
*** shortly before we received this complaint. A contractor is scheduled to clean the street
on *** *nd. We are waiting
for the specifications from *** *** County to enable us to replace the street
sign. The Association will take care of
these items since the builder has not. The
developer as agreed to handle the curb repairs with or without the builder’s
cooperation once construction is complete.
We will make sure that *** *** receives updates on these remaining
items
We regret that this has been
frustrating for *** *** and his neighbors.
It is always C.I.AServices’ goal to provide exceptional service,
including assisting with matters that may not be the responsibility of the homeowners
association. In those situations, we
should be advocates for the community members and do all we can to reach
resolutions. Most importantly, we should
maintain communications and be responsive.
On behalf of our company, I wish
to extend a sincere apology to *** *** for the shortcomings in this
situation
Sincerely,
*** ***
Executive Vice President

The Community Manager has notified the Board of Directors of the The Lakes of Edgewater Estates Homeowners’ Association of the request to meet at the next meeting of the AssociationTypically, this will be held on the first Tuesday of JanuaryHowever, they have advised our office that they would be able to meet with the owner prior to the next meeting date to ensure the matter is addressed earlier than the January meetingThe Board has been provided with Mr*** contact information and will be in touch with him to schedule a meeting to review their decisions on the actions taken for this issue
As part of our inspection processes, photographs were takenInspections are performed from the public right of wayPhotos are taken from the public right of wayNo entry to or access of the property occurred, The photograph was taken to provide Mr*** with a visual of what exactly was being cited in the notice mailed after receiving Mr*** original response by phone call on May 6th stating that no pergola was located on the property
The Board and Architectural Control Committee members, who are community residents, have been involved throughout the full process and are aware of the issues and communications and have been making all decisions in regard to this matterAs previously stated, we will be recommending that the Board close out this issueHowever, only the Board of Directors can make this determination and decision
We apologize for any inconvenience or hardship this may have caused the *** and look forward to resolution following their meeting with the Board, The Customer Service Manager has mailed a letter today with this information
Sincerely, *** *** Executive Vice President

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me

To Whom It May Concern:
Thank you for providing us with this informationC.I.AServices is the management company for *** *** ** *** *** *** *** the community in which the complainant livesThe Association’s Architectural Control Committee (ACC) is charged with
the power to review and render a decision on all exterior modifications in advance of all construction or modifications to a property
At the time the Association transitioned management responsibilities to our company, an inspection of properties was performed by an independent contractorIt was during this first inspection on May *** 2014, that the structure was notedThe records provided from the prior management company did not reflect approval for this structureOur office sent the first letter on May **, 2014, advising ACC approval is required
The complainant did contact our office after receipt of the letter to advise that they do not have pergola and that it may belong to their neighborOur representative requested a photographUpon receipt of the photograph, a letter with the photograph was mailed to the complainantA response was received from the complainant on June 19th and she stated that she would send a photograph disputing the backyard structureAs of June 26th, no photograph was received and the Community Manager noted on the account that the issue will be presented to the Board of Directors for reviewThe Board reviewed all the documentation and directed our office to proceed with efforts to gain compliance
On August 20th, a Home Improvement Request was received and processed to the ACCThe application was disapproved pending more information from the complainant and a letter was mailed advising that a copy of the plot plan/survey of the property was requiredThe plot plan was received and the request was resubmitted to the ACC for review and a decisionThe application was disapproved due to placement on the property causing encroachment into the easements and that prior approval was not obtained for the structureThe complainant was invited to attend the next board meeting to discuss the issue with the Board
On October 27th, an email was received from the complaint requesting to attend the January board meeting to discuss this issueHe was advised that the issue will be placed on hold until after the meeting with the Board in January
Review of the documents provided by the compliant shows a date on the plot plan/survey as May 28, This plot plan indicates the pergola in place at that timeC.I.AServices will recommend to the board that the association cease pursuit of the matter due to the amount of time it has been in placeOnce the matter has been closed, notification will be sent to the homeowner advising of the status

Thank you for providing this information Mr*** owns property in
the *** *** *** Association Assessments
are due annually on January 1st When
the assessment was not
paid within days of the due date, late fees accrued
and follpast due statements were mailed to Mr*** on or around
2/10/and 3/10/
Mr*** has provided our
office with a money order receipt dated 2/20/15. The information on the receipt matches the
payment that was processed on Mr***’s account on 3/11/15. Although we do not maintain a record of postmark
or receipt date, payments are typically processed within days of receipt,
which falls after 3/01/when the $late fee in question was applied. However, as it is clear that Mr***
made an effort before 3/01/to submit payment, the late fee has been waived
as a customer service gesture.
Mr*** spoke to several employees in the
office on Thursday, June 18th, including the Customer Service
Manager, *** ***. Mr***
reported poor customer service issues to Mrs*** that he was unhappy with
the way he was spoken to and Mrs*** assured him that we would address
any service issues, which was doneThe Branch Manager, *** ***, has
reached out to Mr*** and advised that the fees were waived
We regret that this has been
frustrating for Mr***. It is
always C.I.AServices’ goal to provide exceptional service. On behalf of our company, I wish to extend a
sincere apology to Mr*** for the shortcomings in this situation
Sincerely,
*** ***
Executive Vice President

The complainant owns property in the [redacted] Property Owners' Association. Assessments are due annually on January 1st. The assessments for 2017 were set at $550.28.  A s[redacted]ment for the 2017 assessment was mailed to the complainant on or about November 3, 2016 with a cover letter,...

copy of the budget and coupons to make multiple payments or to pay in full by the due date. The complainant made two payments before the due date totaling $225.00 leaving a balance of $325.28.   However, one of the payments in the amount of $125 was returned unpaid by the bank.  The account was invoiced $125.00 for the returned check plus $40.00 for a returned check fee bringing the balance to $490.28.  On 1/3/17, a payment of $165.00 was received.When the assessment was not paid in full within 30 days of the due date, finance charge and a late fee in the amount of $40.00 was applied and a follow-up past due s[redacted]ment was mailed to the owner on or about 2/10/17.  On 2/14/17, we did received a call from the complainant’s wife questioning the fees due. After we explained the outstanding fees, she advised that they would investigate the matter and call us back.  We do not have a record of a follow up call that month; however, an additional payment in the amount of $40.00 was received on 2/16/17.On or about 3/8/17, a $60 late fee was applied to the account and a third s[redacted]ment was sent to the property owners by certified mailed as required by law. The s[redacted]ment was not claimed and was returned by the post office on or about 4/05/17.On 4/26/17, according the Association's collection policy, a lien was prepared by an attorney and filed in the public records of Harris County. The lien fee in the amount of $190.00 was applied to the account at this time.  There was several phone calls received from the owner thereafter during which a payment activity report was provided via email.  The owner spoke with [redacted] on 5/11/17 and agreed to pay $245.25 of the remaining balance of 583.08 with the request that the rest of the fees be waived.  Ms. [redacted] explained that the Board of Directors of the Association would need to review the waiver request and render a decision.  The payment of $245.25 was posted to the account on 5/18/17.On 5/18/17, a written request was received to reach a settlement and possibly waive late fees and other fees was received from the owner. The Board of Directors of the Association promptly reviewed the request and declined to waive the fees.  The owner was notified of the denial on 5/19/17 and was requested to pay the balance of $337.80.On 7/24/17, a payment of $150 was received.  The current balance on the account is $187.80.  Please note that the owner has a slow payment history and has had a lien filed in the past for non-payment so was clearly aware of the annual assessments and penalties for late payment.  There is no basis for waiving the fees applied in accordance with the Association's collections policy.Thank You,Laura [redacted]Executive Vice President

Revdex.com:
This letter is to inform you that C I A Services, Inc has carried out to my satisfaction the resolution it proposed for my complaint, filed on 2/23/2015 5:35:16 PM and assigned ID [redacted].
Regards,

Revdex.com:
The email I received was not as detailed nor did it contain an apology such as this one, I will accept the apology on this letter however as it is some effort to make amends, Thank you for your time and efforts in helping me reach a resolve in this issue as I was made aware nothing would be done until August.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

[A default letter is provided here which [redacted] your acceptance of the business's response.  If you wish, you may [redacted] it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I am fine with the resolution and [redacted] that C.I.A services will cover half the fees.  I would also like to be reassured the lien will be coming off my properties and that future bills will be sent to the correct address.  Also I would like to know how to contact the board directly myself and gain insight to what factors they used to deny the request and follow up on that individually.  Is there a phone number of email address C.I.A services can provide me to contact the board.Repectfully[redacted]

Thank you for providing this
information.  [redacted] owns property in
the [redacted] 
C.I.A. Services assumed the management of [redacted] in September 2014...

and
obtained all records, including mailing addresses, from the previous management
company.  [redacted] has provided us with
documentation that he upd[redacted]d his mailing address with the previous management
company; unfortun[redacted]ly, the information we received did not include that
upd[redacted].
Assessments are due annually on
January 1st.  C.I.A. Services followed
our standard procedure for collection which includes issuing an initial
st[redacted]ment on or around 11/11/14, with follow up st[redacted]ments mailed on or around 4/7/2015
and 5/18/2015.  Unfortun[redacted]ly, those
notices were sent to a prior address.
While C.I.A. Services is the
management company for [redacted], all decisions rel[redacted]d to the Association are
determined by the Board of Directors. 
C.I.A. Services presented [redacted]’s accounts to the Board of Directors
at their 9/14/15 meeting with our recommendation for a waiver; however, the
board declined any waiver of fees.  Unfortun[redacted]ly,
C.I.A. Services is not the decision maker in this situation and we are unable to
make any account adjustments without board approval.  However, as a good faith compromise, C.I.A. Services
is willing to write a check to [redacted] for half of the fees on [redacted] account
if he submits payment for the other half.
We regret that this has been
frustrating for [redacted] and [redacted] do not see how it could have been
avoided in light of the fact that incorrect information was transitioned to us.  It is always C.I.A. Services’ goal to provide
exceptional service and we do hope all future interactions with [redacted] are
satisfactory.
Sincerely,
Laura T[redacted]Executive Vice President

Revdex.com:
This letter is to inform you that C I A Services, Inc has carried out to my satisfaction the resolution it proposed for my complaint, filed on 2/13/2015 7:36:36 PM and assigned ID [redacted].
Regards,

I was told I needed to make payment arrangements to avoid a penalty fee. I was informed payments were not recieved after verifying this information through my financial institution of payments sent via billpay. The unprofessionalism of CIA employees located at the [redacted] TX office after a representative from my financial institution verified all information needed was unappreciated. I was told I would incur penalty fees even though payments were sent and the financial institution representative offered to fax proof of payments via three way conference. After numerous attempts to contact the assistant manager and messages left in voice mailbox, her response was she did not recieve nor was aware of attempts to contact her stating items get lost in the mail. There appears no effort made on their part to locate the whereabouts of the payments sent only accusation of none being made.