Cardinal Management Group, Inc

I am the HOA President for a community managed by Cardinal Management Group. We are a new, small community and our builder is still under bond although all home sites have been built and sold. Since the builder turned over to a homeowner elected Board, we have had 2 managers from Cardinal. The first was prompt, but very abrasive to homeowners. Worse, she would lie or make up answers. She would change words midstream when caught in lies or misinformation. She berated and talked over Board members and homeowners. She was absolutely terrible to work with. We asked for a new manager. The girl who replaced her was the complete opposite. She was very nice and likable, but unfortunately lazy and unorganized. She does absolutely nothing and it is like pulling teeth to get her to answer any questions.
For example, 3 months and 8 days ago, I responded to a shed violation noted by another Board member. In the interest of fairness, I drove around the neighborhood and listed all the homes and addresses with shed violations. There were 5. I asked her to pull the applications so we could see what the builder had approved. Numerous emails and calls and over 3 months and I still have no answer from her. At the last meeting, a homeowner brought up the idea of adding 'Members at Large' to our 3 current Board members. A few weeks later, the manager sent letters to everyone announcing the Annual meeting where 3 Board members would be elected. We were all confused because we are staggered. Only 1 elected each year. When we finally figured out she was talking about the members at large, she refused to believe us that we did not vote that into place. 6 weeks ago, I asked her to pull the minutes and clarify. She cancelled the meeting, never rescheduled and still has not clarified.
Every issue that has come up has been infuriating to deal with Cardinal Management. I don't know how the rest of their business is run, but 2 out of 2 property managers have been absolutely terrible. I would never accept this kind of behavior from a business. As soon as we can get rid of them, I plan to.
Other examples: they changed their rates up about 30% and slipped it into the budget with no explanation. I noticed and asked the manager why the rates went up. She no joke yelled at me in the meeting for questioning her numbers. I'm supposed to vote to verify them but not allowed to question why her rates went up? They push violations of trivial things like trash cans and door wreaths but won't lift a finger with important issues like legality of documents, a neighboring house building on HOA common area, and builder concerns. Everything I have experienced of Cardinal Management has been terrible. The homeowners in general hate the company and think they are just helping the builder screw over the homeowners.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Cardinal admits that the property resale documents they sold
me via electronic transaction through their website were “dated”, hence
invalid, at the time of purchase, yet they still refuse to refund me.  This is unethical and illegal.  Because I paid $318 for an official condo document
package from Cardinal’s website and received invalid/void documents, I am owed
a refund of $318.  Even more absurd is
that this $318 included a $54.50 “rush fee” to expedite the delivery of the
defective product.
Regards,
[redacted]

August 4, 2015[redacted]Revdex.com of Greater Washington, DCComplaint [redacted]Dear [redacted]:I am writing to you regarding the above referenced compliant on behalf of Cardinal Management Group, Inc.We believe that this complaint was filed to the incorrect...

company.  Cardinal Management Group, Inc. is not in the Apartment Rental business.  We do not collect rent nor do we lease apartments. Our business is exclusively in the manage Community Associations in the greater Washington DC metro area and in Naples Florida.Please communicate these facts with the complainant.Sincerely yours,Patrick M. [redacted]Patrick M. [redacted]Chief Human Resource OfficerCardinal Management Group, Inc.

Revdex.com:I accept the response because the stairs rail was finally repaired today. 
However Cardinal Property Management Group claims that they did not receive any of my emails but still took them about a week to respond through Revdex.com. 
My husband forwarded Mr. A[redacted] all the emails and he could verified that I entered the correct email addresses; for him, his assistant and their general email address. It wasn't until other homeowners were involved into this matter that we finally got an answer. 
The reason I did not called them because I was warned by other homeowners that it is a hassle to finally get them on the phone and get a feedback when it comes to repairs. It is better to have everything in writing.
Thanks,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
This set of documentation/denials/assetions from Patrick M[redacted] of the Cardinal Management Group resolves nothing and simply illustrates the level and nuisance of his ongoing harassment. Enclosed is a (pdf.) copy of who is a legitimate elected Daventry Community Association Executive Board (DCAEB) member.  For reference: this is the very latest in publication from Spring 2016, complete with names and photos, in accordance with VPOAA compliance.
Nowhere is Ms. Virginia H[redacted] listed as executive staff. In point of fact, she notes in her own email, that she is a "volunteer", acting on her own and that this matter has been "closed" dated 2/19/2016. Aside from multiple false assertions of notifications, the question for the Revdex.com to resolve: why is Cardinal Management Group so intent on what "at best" would be a courtesy request to a property owner inflating such an irrelevant matter into threats of fines and litigation?  Such actions are not within authority of the Cardinal Management Group, and serve to illustrate, what I have already noted.  
This is the nature of residency in the Daventry Community: the very reason that DCAEB members are to screen such matters prior to notifying HOA owners, is to spare harassment from frivolous assertions, from both unhinged "volunteers" and the Cardinal Management Group. I re-iterate what I have already stated previously, that in spite of my courtesy copy on communications - not one member of the DCAEB has responded or contacted me at all. As such under existing DCAEB policy and CCR, there is nothing I need to respond to further.  My letter and photos are submitted to the Revdex.com to illustrate the issue(s) at hand and as a "reality check" to the Cardinal Management Group.
Noting the issues within Cardinal Management Group (Mr. Don M[redacted]) and relation (Mr. Patrick M[redacted]), there appears to be a deficit in business conduct and courtesy. Enclosed is (pdf.) a revocation letter from Don M[redacted] dated 12/7/2015, from the prior frivolous matter; which never existed at my property in the first place. The business courtesy of Don M[redacted] is readily apparent, in stark contrast to Patrick M[redacted], who has been involved in initiating both matters in 2015 and 2016 of frivolous complaint.
To resolve this matter: I strongly suggest that a letter of apology from Cardinal Management Group be addressed to me, revoking all issues of assertion be sent immediately; similarly outlined as the previous 12/7/2015 letter.
Cordially,
[redacted]

Cardinal Management Group Incorporated is now cited in the Federal Consumer Sentinel Network which is a secure online database operated by the Federal Trade Commission. Civil and criminal law enforcement authorities worldwide, including Consumer Financial Protection Bureau (CFPB) investigators, use the Consumer Sentinel Network to identify questionable business practices that may lead to prosecutions. The CFBB wants your story.

I am the HOA President for a community managed by Cardinal Management Group. We are a new, small community and our builder is still under bond although all home sites have been built and sold. Since the builder turned over to a homeowner elected Board, we have had 2 managers from Cardinal. The first was prompt, but very abrasive to homeowners. Worse, she would lie or make up answers. She would change words midstream when caught in lies or misinformation. She berated and talked over Board members and homeowners. She was absolutely terrible to work with. We asked for a new manager. The girl who replaced her was the complete opposite. She was very nice and likable, but unfortunately lazy and unorganized. She does absolutely nothing and it is like pulling teeth to get her to answer any questions.
For example, 3 months and 8 days ago, I responded to a shed violation noted by another Board member. In the interest of fairness, I drove around the neighborhood and listed all the homes and addresses with shed violations. There were 5. I asked her to pull the applications so we could see what the builder had approved. Numerous emails and calls and over 3 months and I still have no answer from her. At the last meeting, a homeowner brought up the idea of adding 'Members at Large' to our 3 current Board members. A few weeks later, the manager sent letters to everyone announcing the Annual meeting where 3 Board members would be elected. We were all confused because we are staggered. Only 1 elected each year. When we finally figured out she was talking about the members at large, she refused to believe us that we did not vote that into place. 6 weeks ago, I asked her to pull the minutes and clarify. She cancelled the meeting, never rescheduled and still has not clarified.
Every issue that has come up has been infuriating to deal with Cardinal Management. I don't know how the rest of their business is run, but 2 out of 2 property managers have been absolutely terrible. I would never accept this kind of behavior from a business. As soon as we can get rid of them, I plan to.
Other examples: they changed their rates up about 30% and slipped it into the budget with no explanation. I noticed and asked the manager why the rates went up. She no joke yelled at me in the meeting for questioning her numbers. I'm supposed to vote to verify them but not allowed to question why her rates went up? They push violations of trivial things like trash cans and door wreaths but won't lift a finger with important issues like legality of documents, a neighboring house building on HOA common area, and builder concerns. Everything I have experienced of Cardinal Management has been terrible. The homeowners in general hate the company and think they are just helping the builder screw over the homeowners.

Review: After several attempts to reach my account representative and obtain a refund or transfer of funds my account was sent to collections, which I disagree. In early March I spoke with a a representative and was told my refund was being processed. My account was current. I sent an email to my account representative **. [redacted] on March 22 to follow-up to my previous unreturned phone call to address crediting my account in the amount of $250.00 (rental deposit) which would have covered my April payment. My calls and emails regarding my account were never returned.

On April 23, I received a letter stating that my account was delinquent. Assuming my account had been properly credited that would have left me a $50 credit and cover April's payment. I reached out to **. [redacted] again via email and phone. To address the fact that my account should have been credited and that I had reached out to her on several occasions.

After the discussion between **. [redacted] and myself my HOA account was credited the rental deposit of $250.00 on April 25th, and there was no further discussion regarding my account or any balance. However the fees and collection costs were not reversed and they were due to employee negligence not mine own. I learned on May 5, after reaching out to **. [redacted] that my account was sent to collections. It was my understanding that after the $250 was credited my remaining balance on the account was $0, or even a credit of $50 since my HOA dues are only $200. I can not understand how the account was credited in the amount of $250.00 on April 23 and then sent to collections on May 5, after we spoke if there were any additional delinquencies why would I not be notified. I have accumulated late fees, administrative fees, and now attorney fees due to the negligence and/or human error. I completely understand human error however at no point has responsibility been taken for the actions or lack there of from Cardinal Management Staff.

Following this incident, I reached out to Cardinal Management staff on May 30th to request a letter of account standing. I explained what I needed and the purpose very clearly via email and left a telephone message with my account rep. **. [redacted]. She never returned the call but sent an email on June 3. I cc'ed the VP of the company and explained again my request and what was needed, I was basically given the run around. On June 18 via email I was told to submit a request for some type of "resale documents" online from a separate company. It was not clear what type of information those documents would contain or if they would be accepted, the Cardinal Management staff could not explain what they would contain either and the form online request came with additional fees for me the customer. Lastly, I asked to be provided some documentation, a policy, or what have you that outlines the association rules regarding letters of account standing in response to my June 18th email. I have yet to receive any response.

My overall issue is, the Cardinal Management site states they provide the best most stellar service, timely and efficiently. That is not what I have experienced the staff has been consistently unresponsive and irresponsible with account matters. Passing the buck and taking zero initiative to effectively address customer need. I have never experienced such poor customer service.Desired Settlement: I would like a billing adjustment for any fees that may have been incurred due to the negligence of Cardinal Management. I would appreciate an apology for the poor customer service and unresponsiveness. Overall I would really like to see a shift to enhanced business practices.

Business

Response:

August 13, 2013

Re: The Revdex.com Complaint 8/6/2013

Dear **. [redacted]:

Thank you for your correspondence dated August 6, 2013. We researched this issue regarding the history of your account. The party room deposit was credited correctly and a credit applied to your account; however, at the time of the credit, your assessments for January, February and March were outstanding. The $52 remaining credit from the Party Room deposit was not enough to cover three months of assessments. You were turned over to the attorney because you were three months behind in assessments, however, Cardinal Management Group decided to close your account with the attorney and waive any administrative and late fees that were assessed to your account. On May 8th, you emailed Cardinal Management Group acknowledging that the matter was closed and satisfactorily resolved.

In regards to your correspondence on June 18th requesting a letter of account standing, **. [redacted] contacted you on June 19th regarding your request. You were provided with instruction on how to obtain this information via [redacted]. We provided you with an account statement; however, you requested a letter of good standing printed on Cardinal Management Group letterhead. We advised that we are unable to provide this and directed you again to [redacted].

We regret any confusion or frustration you may have experienced. Please contact us with any further questions or concerns.

Sincerely,

Review: Our nightmare with the Cardinal Management Group started last Nov. when we received a letter that we planted trees without approval. We promptly followed up with emails and phone calls. We recently planted two fig bushes and wanted to explain that these are simply bushes, NOT trees.

After 4 months of numerous emails and phone calls (we have documented everything!), finally almost 5 months later, our community rep, Ms. Victoria G[redacted] finally responded, “[redacted], I recall the owner’s response previously, but can you please see what is in the unit file about the Board’s decision on this case?”

This is the first written response that we heard from the association and for the first time, Ms. G[redacted] acknowledged that she has received responses from us! We removed two lovely fig bushes that we thought was the problem and reported to the association.

The association responded:

“Thank you for your email and response to my letter… Once a violation is corrected it requires a written response which you have now done. I will note your account; we will stop the charges and re-inspect your property.”

However, no action has been taken from the Cardinal to stop the charges. We continue to receive harassing letters!!

In August 2014, we received a letter from a collection attorney [redacted], PC (Do not use this firm! They turn deaf ears to any of your questions and issues! They only care about collecting their fees!). The association is assessing $900 penalty for us planting two trees, plus legal fees!!!

Later when we started to fight back and they conveniently say, fig bushes are not the problem. It is the pear trees that we planted! They have NEVER mentioned that pear trees are the subject of the violation EVER in any of the oral and written communications!

We planted two pear trees nearly 10 years ago before the community even had the Community Policy Book!! In addition, why can’t they explain it clearly to us considering that we have made numerous attempts to respond to their harassing letters???Desired Settlement: 1. Full refund of $1100

2. Keep the pear trees

Business

Response:

After a lengthy investigation regarding this issue, it has been reported by the property manager that the Board of Directors of this community has agreed to reimburse the owner of [redacted] the amount of $612.50.

Working with Cardinal is great. It makes it possible to manage this large community as a volunteer. I don't have to worry about anything that Cardinal handles. I know the accounts are handled professionally both in relation to incoming payments and with any contracts for service we require.

I wanted to tell you how happy we are with the customer service from your company.Our current HOA has been very unpleasant to work with, so it is such a relief to know that our new community will have a great management company.