LCM Property Management Inc

Complaint: ***
I am rejecting this response because: Unfortunately, this issue will not be resolved until I see (if I am still living at *** ***) direct improvement with ***. Unfortunately, the response "thank you *** for getting back to me so quickly was veiled sarcasm. She never gets back to anyone timely. I have worked with LCM for a number of years and with different *** ***s. Sadly, the former manager that we had really took us down some bad roads as I was on the *** ** *** at the time. I know that she was eventually fired for egregious neglect with regard to *** *** and I was hoping a better manager would take her place. I am no longer on the board and feel that *** lacks the skills she needs to be a good customer service representative of LCM. The issue will change I believe, as more complaints from residents, I know, are forthcoming
Sincerely,
*** ***

Concerning the noise complaint, the complaining party contacted our office and notified us of the unit resident that she stated was making the noiseThat unit resident was sent two noise violation letters the second one containing a fineThe accused unit resident contacted our office
and stated that he was not making noiseThis was then brought to the board which directed our office to waive the fine and take no further action until the violation can be substantiated by other residents in writing. We have had no other complaints in that building concerning noise violationsThe manager has talked with the complaining party on several occasions and informed her that she must get another witnessing party to the violation and have them submit the complaint to our office in writingThis has not occurredAs is typical in such situations were only one resident is complaining, the accused party denies the violation, and no other residents are complaining about the violation, the association is left with no recourseThe complaining party does have the right in such situations to take this matter to court on their own accordConcerning the dog violation we have sent a letter to the accused and have had no other complaintThe association cannot refund any assessment in that they are not refundable

Complaint: ***
I am rejecting this response because: The management is aware that the tenant in question causing the noise violation is "friends" with the other residents in the building who, "are okay with the noise on the weekend, even though it bothers" the residentsNot to mention these "friends" are substantially older individuals who do not have the same work demand as I and my family members do I have also informed management that the other resident living across the person with the noise violation is a tenant and per her contract with her landlord, is NOT able to write a complain, even though on multiple events has informed me of the door-slamming/noise disturbance. The leniency of management on this issue towards the tenant is absolutely unacceptable, not to mention the unprofessional conduct of the manager (Mr***) during this time, both with personal and written interactions I have had with himAdditionally, the lack of action from LCM property management includes the 6+ months before the management responded to my claim and guided me in resolving this issue, which itself is exclusive from the inaction towards problems between us neighborsMost importantly, their lack of investigation holds no weight for their stance on believing the other resident (who claimed he did not have any noise violations) over my claim as another resident who states that he hasThey have weighed their judgement in his favor without any investigation, giving him priority as a resident over me as a resident, regardless of other individuals weighing in on either side of the issueAgain, unprofessional conduct from the managing company to act objectively in the matter and instead, seeming to act on bias, and thus their final motion to dismiss my complaintThroughout this entire time, I was never notified of the actions taken against the resident in question, thus leaving me in oblivion regarding the progress of the complain, again a point of miscommunication from the management to me as a resident. Likewise, I never mentioned taking the noisy resident to court and I do not appreciate the threatening nature of their response regarding the involvement of legal officials. I do not appreciate this hasty accusation and hold LCM management to their accusatory tone. I stand firm by my claim and complain and continue to demand action - again, all I ask as a resident is that my neighbor STOP SLAMMING HIS DOOR every single hour of the dayIt is not a hard thing to do or asking for too much from the management.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: It is not trueThe fitness center is a jokeNothing works the equipment is all broken and junkThe hot tub smells like urineThe staircases smell horribleAnd I wonder if you had to walk up the stairs to the 4th floor, how long would it Really take to get it fixedAnd if the hallway to your house was degrees or more making it almost impossible to cool your house how long would that take to fixStart applying these living conditions to your personal life and think how low of a priority you placed them for the tennants who literally pay your paycheck, and tell me that you are behaving fairBTW You didn't return my messages until after a complaint was placed with the Revdex.com.
Sincerely,
*** ***

It is my understanding that *** *** does have hot water. We have not received any complaints recently including no complaints
from *** *** about not having hot water. As far as her request for reimbursement for the Delta valve, I must reiterate that the valve is not the responsibility of the HOA but a homeowner responsibilityHer old valve may very well have contributed to the problemWhat really needs to be understood here is that LCM is not the entity to make the decision on whether the HOA will reimburse this type of expense. Generally, HOA’s do not reimburse homeowners for these types of unit repairs. Her request has been forwarded to the Board of Directors who is the body to make this determination. This is a dispute between the unit owner and the HOA not between the unit owner and LCM. I would recommend that *** *** attend the next Board meeting and bring it up with the Board personally. The next Board meeting is Wednesday January 27, at 6:at the Club Valencia clubhouse. Please let me know if I can be of any further assistance. Thank you

The Delta Valve is the unit owner's responsibility not the hoa'sThe maintenance manager checked the unit and determined that the problem is not an hoa problem

Issues are directed to *** because *** is the manager for Westchester SouthI am sorry that Ms*** has a major problem with herI have received no other complaints about *** from anyone else at Westchester South and all indication from the Board of Directors is that *** is doing a great jobThe snow and ice are tended to. Westchester South has both a snow removal company and an on-site maintenance personThere are multiple parking lots at Westchester SouthI would ask that Ms*** be more specific in where this ice problem is and we will be sure to address itTo date we have not received any other complaints about ice in the parking lots*** will be out on the property this weekend and will specifically look at the parking lotsAs Ms. *** has mentioned, her account was in collections with the Association’s law firm. Section of the Association’s collection policy states “All communication with a delinquent Owner shall be handled through the Association's attorney once a matter has been referred to the attorneyNeither the Manager nor any member of the Board of Directors shall discuss the collection of the account directly with an Owner after it has been turned over to the Association's attorney unless the attorney is present or has consented to the contact.” I will check with the Association’s law firm on this collection matter to be 100% sure there is no outstanding legal matters concerning this caseIf there is not I will email a current ledger to Ms***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and will attend the Board meeting as suggestedAlso please note that as of 1/23/I have had hot water in my apartment for days
Sincerely,
*** ***

LCM answers its phoneIf a manager is not in the office calls are sent to voicemail after which calls are then returnedCollection practices are ethical and are the practices of the Association and not of LCMAccounts not paid in accordance with the Association collection policies are turned
over to the Association's attorneys for collections
I talked to *** and she stated that this complaint is the first time she heard of this request for by-lawsThe by-laws were mailed to Ms*** on 10/14/
*** began managing Westchester South in June of and has no record of a call concerning the tagging of Ms***'s vehicleIf this is still an issues Ms*** will need to contact *** at ###-###-####
The pool was open on Memorial DayThe city did close the pool for days because they determined it as a public pool requiring a phone lineIt took *** *** that amount of time to install the phoneThere were notices posted and emails sent to owners on the details
As Ms*** noted in her complaint, she was provided a pool key of which the key was provided to her at no charge
The association has an onsite maintenance person routine maintenance and cleanupAgain this complaint is the first time *** heard of any issue concerning grounds maintenance/cleanup*** inspected the property on October 7th and did not see any of these types of issues*** will certainly watch for them but it would be helpful if this type of concern was reported when it occurs so the HOA Board can be made aware and the issue remedied
Water shut offs for repairs are on Wednesdays between 10:AM and 2:PMIf this is still an issue, Ms*** will need to schedule the work with her plumber and then inform *** so she can schedule the maintenance person to post notices and shut off the water
I am sorry that Ms*** lost a close friend in August*** does not handle late fees or collectionsThis is handled by the accounting departmentLCM does not take payments over the phone but offers autopay and the ability to pay assessments by echeck and ACH through the LCM websiteAll checks received at the lockbox are cashed posted to the appropriate homeowner account

The carpet and pad are the responsibility of the unit owner; however, as a courtesy the association agreed to clean the effected area of the carpet. It was determined by the assocation that the pad is in good condition. We have the cleaning scheduled for Friday 1/12/2018. Should the tenant feel...

differently, he should contact the unit’s landlord or Management Company. LCM does not manage the unit.

I contacted [redacted] by phone last week and left her a message. She responded to that message on my voice mail on Friday 2017-06-26. I was able to contact [redacted] directly on Tuesday 2017-06-27 and talked with her for approximately 35 minutes. I let [redacted] know that she can always contact me with any...

concerns or issues she feels is not being addressed by the manager. I mentioned to her that I can be contacted regarding her association and that I would investigate any issue brought to my attention and take whatever steps necessary to resolve any issue. I did mention that certain issues are out of the manager’s purview, in that we act at the direction of the association’s [redacted]. If such was the case then I would inform her of the board’s determination. [redacted] was given my direct extension and again assured that she could contact me on any issue. I mentioned to [redacted] that I would talk with the manager and her concerns that the manager is rude and not responsive. Please see my direct responses to the complaint below in blue. Thank you. Customer’s Statement of the Problem: I live in [redacted] and LCM Property Management and [redacted] ([redacted]) manage our property. Over the past two years, under the management of [redacted], I have seen our property decline in maintenance and landscaping. I explained to [redacted] that certain items are under board control and that if she feels, none-the-less, that an item is not being handled appropriately that she can contact me. This complaint is the first time I have been contacted. Our fees continue to rise, but we are getting less service for our money. The association budget is presented to the [redacted] annually. The board has the final say in regard to budgeted expenses, reserve funding, and assessments levels. LCM is under contract to provide services to the association. The services rendered accord with that contract and are reviewed by the [redacted]. [redacted]’ customer service is very bad. She is rude, and seldom returns e-mails or voice mails regarding issues where I have contacted her. Several months ago, I observed a bunch of trash that had been dumped on our property. Concerned about appearance and vermin, I emailed her a picture, with the address where the trash had been dumped. After a week, I observed that the trash was still there so another email was sent to her, again with the picture attached. After another week and no response from her and no trash removal, I called code enforcement to register a complaint. It wasn’t until then, that the trash was removed. I never heard from her. The landscaping in our community is unsightly. There is trash everywhere, the grass is dying and weeds are rampant. I emailed her on Friday, June 16th informing her that I was hoping to list my townhome for sale and that the grass was not being watered. I was concerned that any potential buyers would see how our landscaping is being neglected and think that the property was not well maintained. As noted above, I mentioned to [redacted] during our phone conversation that she may contact me directly with any concerns and I will see to it that the matter is resolved either by action to correct the problem or other explanation. I mentioned in our phone conversation that if I am not contacted then I cannot respond. Regarding landscape items recently addressed to the manager by [redacted] via email, [redacted] responded to the manager on 6/22/2017 stating “Thank you [redacted].  I appreciate that you responded so quickly. [redacted]” She read the message because I had tagged the email to notify me when it was read, but I have still not received any response from her. [redacted] mentioned that on two occasions she wrote the manger by email and did not get a reply. I mentioned to [redacted] that on these two occasions the manager was out of the office and that she was sent an auto email reply from the manager’s email account stating that the manager was out of the office until a certain date. Apparently the auto email response causes a read receipt to be generated. These auto replies are in our email archive system. [redacted] stated that she did not receive these auto reply emails. Again I am available to help resolve any issues.   I’m afraid that my property value is declining and I will not be able to receive my asking price because of the neglect. My neighbor complained he found a rat in his window well! He contacted [redacted], and had not heard anything from her and it had been two weeks. I would strongly discourage any home owners association from using LCM Management. Their service and response to the residents of [redacted] has been disgraceful and derelict. Again I am available to any owner or resident of the association for problem resolution. Judy did mention to me that her unit is currently under contract for sale. Tell us why here...

The management company does care. Heat to A/C switch over happened in the first week of June.  Once it was switched over the HVAC company discovered a problem and ordered the necessary part to fix the problem.  When the part came in it was the wrong part so it had to be re-ordered. Air...

conditioning is now up and running. Assessments have gone up on average 4% since 2013.  This is a function of the Board of Directors who determines the financial need for assessment increases. The managers do return calls. The elevator did go down last year.  The part needed for the repair is not manufactured anymore and it took a nationwide search to find a used part.  Once the part was found it was ordered and the elevator was repaired.  Things are fixed in priority and based on replacement scheduling.  Fitness room is functioning and hallways, carpets and stair cases are cleaned regularly.

Mr. [redacted] contacted this office and left [redacted] a rude and threatening message.  [redacted] then forwarded this message to me and I returned Mr. [redacted]’s call. I have no problem discussing his concerns but when the conversation digressed into Mr. [redacted] using profanity and making...

demands and threats I had to politely say good bye.  I did not hang up on him. Mr. [redacted] talked to [redacted] not to [redacted]. Mr. [redacted]’s statement that “[redacted] told me they will often hold checks for up to 2 weeks at a time” is inaccurate and unfounded. I am sorry but the rest of Mr. [redacted]’s recollection of our conversation is not accurate.  Mr. [redacted]’s understanding of the special assessment is also inaccurate.  To clarify for Mr. [redacted], section 6.4 “Special Assessments” of his Association’s declarations states “In addition to other authorized Assessments, the Association may levy Special Assessments from time to time to cover previously unbudgeted expenses or expenses in excess of those budgeted, including, without limitation, the costs of any construction, restoration, or unbudgeted repairs or replacements of capital improvements that are not covered by the general reserve fund. The proposed Special Assessment shall be submitted to the Owners for ratification pursuant to Section 303(4) of the Act and as set forth in the Bylaws, as the Bylaws may be amended from time to time. The proposed Special Assessment may be vetoed by votes of Owners representing a majority of the total Association votes. A proposed Special Assessment will be ratified nnless Owners representing more than a majority of the votes allocated to the Units that will be subject to tbe special Assessment vote, either in person or by proxy, to reject the Special Assessment at a meeting called for such purpose. Special Assessments may be payable in installments extending beyond the fiscal year in which the Special Assessment is approved. The Board shall have the right to require that Special Assessments be paid in advance of the provision of the subject services or materials.”  I spoke with [redacted] concerning this account.  [redacted] told me that he had a very polite and constructive conversation with a woman who is associated with this unit. I do not know her name. Per my conversation with [redacted], after his conversation with this woman the late fee and interest charge was waived.  This leaves Mr. [redacted]’s balance owing February’s regular and special assessment.  These assessments must be paid in full by February 16, 2016 to avoid any additional late fees and interest. In conclusion, LCM has been in business for 20 years. Our purpose is to serve the communities we manage and to do so in a professional and constructive manner. Also, Associations are governed by declarations, bylaws and rules and regulations. The Board of Directors is imbued with certain rights and obligations based on these documents. Homeowners are also imbued with certain rights and obligations based on those documents. I would suggest that Mr. [redacted] better familiarize himself with these documents.  If Mr. [redacted] has any questions or needs assistance relating to association, I am more than happy to communicate with him as long as the conversation remains amicable and the requests are within the purview of the management relationship and the governing documents of the association.

Complaint: [redacted]
I am rejecting this response because:I live at [redacted], the ice is in the parking lot behind the building on the south end. It is not a small amount of ice, this is a major ice build up. Yes, we have [redacted] the maintenance man on sight, but he not the snow removal people shovel or plow this area. They throw gravel on it and as the snow melts all day on the hill it runs down, collects in this area and freezes over the gravel again at night. With the warm weather forecasted all week I can almost guarantee she well not see the ice and problem, she needs to check it out after it it snows, not 2 weeks later.  When are the next couple HOA meetings scheduled for our property? I plan to start attending, as a homeowner with an investment I need to be more involved.  
Sincerely,
[redacted]

I have had a conversation with Mr. [redacted] concerning this complaint. Based on that conversation, Mr. [redacted] indicated that he understands that any work that is to be done concerning the garages is a Board of Directors decision.  Per the Boards directive LCM has obtained bids for the garages...

the Board requested bids for.  The Board tabled garage work and is looking at possibly doing some garage work this coming spring. There is confusion concerning ownership of the garages.  LCM has been working with the Board of Directors under their direction and working with the Association’s legal counsel on straightening out who owns which garage.  We have acquired title work and will be preparing a mailing to owners to inform them on the information we have acquired and to acquire information from the owners they may have concerning ownership of the garages.  Per the decision of Board of Directors the swimming pool has been closed for several years due to cost constraints and funding.  The Board is also looking to possibly opening the pool this spring.  Based on our conversation, Mr. [redacted] indicated that he was satisfied and that he will wait till spring to see what the outcome of the Boards decision will be. Please let me know if I can be of any further assistance concerning this matter.  Thank you.

As stated before, we must receive other written complaints about the same unit making noise. We have not received other written notice. The association’s legal counsel recommends that the association receive corroborating evidence from three sources before taking action in regard to noise violations. Per the association’s legal counsel, when tenants have noise complaints, the tenant must have the owner or authorized agent of the owner contact our office. LCM cannot correspond with tenants in such situations unless we have written authorization from the tenant’s unit owner to do so. According to the association’s legal counsel, per the authority in the association’s legal documents, the owner of any unit that is experiencing what is considered by them to be noise violations, but no other owner in the building has sent in written complaints about such noise violations, can themselves take legal action against the party they feel is in violation of the noise covenant. I understand that this may seem like an unwillingness to take action to resolve the complaining owner’s problem, but it is not. As stated above, upon written complaints from two other owners in the same building, about this same situation, LCM can action on behalf of the association, as detailed in the association’s enforcement policy. Please understand that LCM acts under the authority, and is directed by, the association’s board of directors and or the association’s legal counsel and does not act in such situations independently of their direction.

Initial Business Response /* (1000, 5, 2015/09/10) */
We have contacted the owner via phone and left message regarding the insurance brokers contact information.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/06/04) */
There were no fines charged to [redacted] account on 05/21/12, 05/21/13 or on 07/26/13. A fine was charged to her account on 06/21/12 and reversed on 06/22/12. A $50 fine credit was credited to her account on 07/31/13 and reversed on...

08/21/13. This reversal showed up on her account as a fine but again was nothing more than the reversal of the 07/31/13 credit. There was a $50 fine charged for trash on 09/21/13 which was paid by [redacted] stayed current on her account until July 2014. Her July 2014 payment made on 07/21/14 which was late. This generated a late and interest charge. She remained current until January 2015 and received another late and interest charge on 01/21/15. She was late again in April of 2015 and received another late and interest charge on 04/21/15. To date she has not made payments in May or June 2015. $24.10 of late and interest charges were waived on 06/01/2015. Her current balance is $538.95 which must be paid by 06/20/15 or she will incur more late and interest charges. I am not sure what she is complaining about as everything seems in order. [redacted] is obligated by the governing documents of the association she owns her unit in to pay her assessments timely.

Initial Business Response /* (1000, 5, 2015/09/01) */
It is my understanding that the concerns listed in this complaint have been resolved.