Good Day,At the request of the Homeowner's Board all communication must go through the legal contact belowWe are not able to take any action at this timeATTORNEY: [redacted] effective 10/12/[redacted] [redacted] ***Homeowner Services Manager
Complaint: [redacted] I am rejecting this response because:I have been dealing with Spectrum and not the 'association' It appears the right hand doesn't know what the left hand is doing on this situation There has not been any response from the attorney representing them with the correct offer I don't believe you send an email stating the $fines have been approved to be removed, then they don't adhere to that email and begin adding administrative collection fees because the $has not been paid.If the attorney representing them will contact my attorney and provide the correct amount to zero out my account, I will sign a release and agreement Their attorney will not respond, after many attempts and that's why I have made this complaint.I received an email from Spectrum's new Community Mgr today stating 'they still have not come to some sort of agreement' She is asking for some additional information regarding the 'stalled communication'.This could be an easy situation to fix and finish up, but the lack of communication from Spectrum, their attorney and apparently the 'association' is the issue currently taking place It's not my problem that someone on their behalf sent me an email stating the $would be removed and then not do that and begin adding in fees I got nowhere in trying to remedy this myself because of their lack of response So I contacted an attorney for help and still having the same problem only on a bigger level That's a poor way to conduct business and shouldn't become my burden to fight The former community manager also said the $would be removed but that was on the phone and after I received the email Please let me know what else is needed Thank you for your time looking into this matter Regards, [redacted]
Good Day, I am writing to inform you that all fees have been removed and the account is at a zero balance today [redacted] ***Homeowner Services Manager
Tell us why here...Homeowner is in legal status with the attorney, he states he moved to his address in August He states that he closed out his Colorado offsite PO box mailing address the same timeWe are showing that the previous management gave us the Colorado PO Box mailing addressWhile researching the Midland CAD it shows that the county has the same offsite mailing address that we do to where we have been sending statementsHomeowner submitted the complaint to just pay the dues he owes and not the additional chargesThere was no error on associations or Spectrum's end it is solely homeowners error for not updating the County with his correct mailing address or updating us
Mr [redacted] , Vice-President of Operations, spoke with Mr [redacted] on January 5, Mr [redacted] expressed concerns with the lack of communication from the previous and current property developer (Lennar).Mr [redacted] stated that:Homeowners have not been advised of the plans for the communityHomeowners have not been allowed to be involved in the planning of any new phases of construction or plans for a through-streetClubhouse was promised by previous developer, but plans for amenities has not been shared with homeownersHomeowners should be on the board of directorsMr [redacted] explained that, pursuant to Texas Property code 209, the community is a developer-managed community and the board of directors are assigned by the developer (a.k.a "declarant")Per Texas Property code, section (c), the developer "may appoint and remove board members and officers of the association." When "percent of the lots that may be created...are conveyed to the owners other than the declarant or a builder...one-third of the board members must be elected by owners other than the declarant." Mr [redacted] understands that all of the issues he mentioned are related to communication from the developer and are not issues related to Spectrum's operations or issues that Spectrum has control overNonetheless, Mr [redacted] volunteered to share Mr [redacted] 's concerns with the developerMr [redacted] also suggested that Mr [redacted] contact the Lennar office and request the plans for the community since they have taken over the property from the previous developer
We sincerely apologize for the inconvenience this has caused Three remotes were provided, two at no cost and one was purchased for $at the office Once reported, these remotes were reprogrammed and eventually fully replaced at no cost Testing was performed and full functionality was verified The Community Manager also tested the remotes at the property and all worked as expected In addition, the gate company was also notified and diagnostic testing was done and resulted in a positive test We believe all remotes are working now and no additional problems have been reported
We apologize for any inconvenience this situation has caused, all amounts due are currently paid in full When we began managing this account in June of 2015, the balance was $This balance forward stemmed from a late payment of the January assessment to prior managementThe first billing mailed under Spectrum Association Management was the July assessment The statement disclosed the amount owed of $ This balance included the prior balance of $plus $for the assessment A payment for the assessment only was submitted For the January assessment billing, a notice was sent indicating the account had a past due balance and requested payment Again, a payment was made which only covered the assessment and not the past due amount of $In June 2016, a past due billing invoice was mailed with a $administrative fee This fee was a result of the unpaid balance outstanding Subsequent notices were mailed on a monthly basis requesting paymentThe first certified mail notice was sent in January In March the account was paid in full Because there are administrative costs associated with past due balances, the administrative fees and subsequent escalated fees are used to pay for these costs Attached to this response is a copy of the billing statement for July which includes the balance due
I apologize for any inconvenience this situation has caused After reviewing the account, I found the annual billing statement was sent out on 12/2/to the property address ( [redacted] ***) as did the day, day, and day past due notices sent in February, March, and April respectivelyPlease see statements attached for your referenceIt’s our policy to provide these notices and alert homeowners of their obligation to pay HOA assessments and feesWe did not find there to be any discrepancy or missing statements as part of your file Please let us know if there is a different address we should be using to send statements and correspondence The balance on the account remains past due and will result in additional charges if not paid Again, I apologize for any inconvenience this may have caused
Good Day, We certainly understand the frustration and we can forward a request to have fees waived to the Board for approvalI am happy to work with the Community Manager to get the issue reviewedPlease forward an email to me directly [redacted] Once submitted to can work on getting the auto pay reset[redacted] ***- [redacted] Regards, [redacted] ***
Thank you for letting us know about your concern and please accept my apology for the confusion and miscommunication that has occurred on your account The fee of $charged to your account will be removed immediately
Good day,This situation is being handled by the Association's Attorney.The Board reviewed a hardship request in relation to the compliance violation and denied the homeowners request to remove fines and instructed us not to remove any amounts from her account even though an initial offer was made This resulted in a demand letter from the homeowner's Attorney [redacted] and our legal services team provided all information necessary to the Associations legal representationIt appears the homeowner believes that the Attorney represents Spectrum To the best of my knowledge, we have indicated to the Association's attorney that we will remove any amounts from the homeowner’s ledger once an agreement has been reached by the Attorney We have not received information from the Attorney that an agreement has been reachedRegards, [redacted] ***
Thank you for your feedback Due to the nature of the special assessment and the timing of your request, we will be waiving the $administration charge as well as the cents of interest on your account Please note you will still be responsible for the $assessment and will be charged additional fees if payment is not received within days This assessment is for improvements within your community I apologize for any inconvenience this may have caused you Spectrum is always looking to improve our service to our customers
We take full responsibility for the situation and understand why Ms [redacted] is frustrated as we did not meet her expectationsOur ACC Coordinators are given a set of guidelines for processing requests that they are supposed to adhere to, however in this case, clearly those standards were insufficientI regret that we provided Ms [redacted] with bad service and a poor customer experience—it is the exact opposite of what we pride ourselves onWe value our customers and understand how important it is to offer exceptional serviceOur ACC Coordinator has reached out to Ms [redacted] to ensure that this request is taken care of and expeditedI would like to thank you for bringing this to our attentionIt will help us improve our operations and servicesIf there are any other issues that need to be addressed, now or in the future, please don't hesitate to contact me personally by phone, email, or in person Kindest Regards, [redacted] ***Business Development Manager [redacted]
Complaint: [redacted] I am rejecting this response because:There was no real effort made to resolve the issue or even an offer to refund the late feesThe operator I spoke with was very rude and only said "Autopay is not an excuse to miss a payment you should be checking your statements Regards, [redacted]
Mr [redacted] lives on a zero property line lotHis neighbor has been leaving his trash can permanently in front of his fence which is a deed violationThe violation notice should have been sent to the neighbor rather than Mr [redacted] [redacted] , VP Operations, contacted Mr [redacted] and apologized for the errorAll violation fees will be removed from his account and Mr [redacted] will send a letter apologizing for the errorA notation has been added to the account to avoid any future errors
[redacted] , Vice President of Operations at Spectrum Association Management, talked with Mr [redacted] on Tuesday, September Mr [redacted] explained that he had a conversation with a service representative who was rude and provided details of the conversationMr [redacted] apologized for the lack of professionalism and respect and promised to use the information provided by Mr [redacted] for agent trainingMr [redacted] and Mr [redacted] also reviewed the status of his account; the account currently has a credit balanceMr [redacted] noted that the October assessment will be applied to the account on October Mr [redacted] stated that he was offered a $credit to the account during his last conversation with the service representative, but the credit had not been applied to his accountMr [redacted] promised to honor the previous offer and applied the $credit to the accountThe balance due after the October assessment and after application of the $credit will be $ Mr [redacted] promised to send Mr [redacted] an e-mail with the information discussed and verified the e-mailAn e-mail with apology and account balance was sent to Mr [redacted] on September
Good Day, We are the Homeowner Association's Management companyWe are hired to enforce rules outlined in the Association's governing documentsAfter review of the Homeowners account we have determined that we are able to waive one of the fees incurredThis will leave a balance of $I am placing the account on hold for days today to avoid incurring additional fees for this periodHomeowners can view the governing documents for their Home Association at [redacted] .Thank you, [redacted]
Our sincerest apologies for the confusion and frustration regarding your account at property address [redacted] After reviewing the account, I see that the ownership change was processed originally on July of 2016, however, an error occurred only a few days later that reversed the change You were then listed again as the current property owner I understand that you had made multiple attempts to reach us after this time and get the account corrected I sincerely apologize that the error was not immediately recognized and addressed On March the account was corrected The correct owner was posted to the account and all erroneous fees removed Your account with us has been zeroed out and you will no longer be contacted regarding the property accountPer your request, a letter of explanation is being mailed to your current addressPlease let us know if there is anything else we can do to assist you Again, we sincerely apologize for any inconvenience this error may have caused
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Complaint: ***
I am rejecting this response because: I have received any and all mail from any and all businesses that I jave encountered since being in Texas It is up to the HOA and their previous management to ensure that they are sending a bill to the correct address for services There was obviously a disconnect and poor practice or disheveled paperwork on Spectrums part and I refuse to pay for shoddy business practices and incompetence on their side. My offer stands at what what I owe for previous years without attorney price gouging.
Regards,
*** ***
Good Day,At the request of the Homeowner's Board all communication must go through the legal contact belowWe are not able to take any action at this timeATTORNEY: [redacted] effective 10/12/[redacted] [redacted] ***Homeowner Services Manager
Complaint: [redacted] I am rejecting this response because:I have been dealing with Spectrum and not the 'association' It appears the right hand doesn't know what the left hand is doing on this situation There has not been any response from the attorney representing them with the correct offer I don't believe you send an email stating the $fines have been approved to be removed, then they don't adhere to that email and begin adding administrative collection fees because the $has not been paid.If the attorney representing them will contact my attorney and provide the correct amount to zero out my account, I will sign a release and agreement Their attorney will not respond, after many attempts and that's why I have made this complaint.I received an email from Spectrum's new Community Mgr today stating 'they still have not come to some sort of agreement' She is asking for some additional information regarding the 'stalled communication'.This could be an easy situation to fix and finish up, but the lack of communication from Spectrum, their attorney and apparently the 'association' is the issue currently taking place It's not my problem that someone on their behalf sent me an email stating the $would be removed and then not do that and begin adding in fees I got nowhere in trying to remedy this myself because of their lack of response So I contacted an attorney for help and still having the same problem only on a bigger level That's a poor way to conduct business and shouldn't become my burden to fight The former community manager also said the $would be removed but that was on the phone and after I received the email Please let me know what else is needed Thank you for your time looking into this matter Regards, [redacted]
Good Day, I am writing to inform you that all fees have been removed and the account is at a zero balance today [redacted] ***Homeowner Services Manager
Tell us why here...Homeowner is in legal status with the attorney, he states he moved to his address in August He states that he closed out his Colorado offsite PO box mailing address the same timeWe are showing that the previous management gave us the Colorado PO Box mailing addressWhile researching the Midland CAD it shows that the county has the same offsite mailing address that we do to where we have been sending statementsHomeowner submitted the complaint to just pay the dues he owes and not the additional chargesThere was no error on associations or Spectrum's end it is solely homeowners error for not updating the County with his correct mailing address or updating us
Mr [redacted] , Vice-President of Operations, spoke with Mr [redacted] on January 5, Mr [redacted] expressed concerns with the lack of communication from the previous and current property developer (Lennar).Mr [redacted] stated that:Homeowners have not been advised of the plans for the communityHomeowners have not been allowed to be involved in the planning of any new phases of construction or plans for a through-streetClubhouse was promised by previous developer, but plans for amenities has not been shared with homeownersHomeowners should be on the board of directorsMr [redacted] explained that, pursuant to Texas Property code 209, the community is a developer-managed community and the board of directors are assigned by the developer (a.k.a "declarant")Per Texas Property code, section (c), the developer "may appoint and remove board members and officers of the association." When "percent of the lots that may be created...are conveyed to the owners other than the declarant or a builder...one-third of the board members must be elected by owners other than the declarant." Mr [redacted] understands that all of the issues he mentioned are related to communication from the developer and are not issues related to Spectrum's operations or issues that Spectrum has control overNonetheless, Mr [redacted] volunteered to share Mr [redacted] 's concerns with the developerMr [redacted] also suggested that Mr [redacted] contact the Lennar office and request the plans for the community since they have taken over the property from the previous developer
We sincerely apologize for the inconvenience this has caused Three remotes were provided, two at no cost and one was purchased for $at the office Once reported, these remotes were reprogrammed and eventually fully replaced at no cost Testing was performed and full functionality was verified The Community Manager also tested the remotes at the property and all worked as expected In addition, the gate company was also notified and diagnostic testing was done and resulted in a positive test We believe all remotes are working now and no additional problems have been reported
We apologize for any inconvenience this situation has caused, all amounts due are currently paid in full When we began managing this account in June of 2015, the balance was $This balance forward stemmed from a late payment of the January assessment to prior managementThe first billing mailed under Spectrum Association Management was the July assessment The statement disclosed the amount owed of $ This balance included the prior balance of $plus $for the assessment A payment for the assessment only was submitted For the January assessment billing, a notice was sent indicating the account had a past due balance and requested payment Again, a payment was made which only covered the assessment and not the past due amount of $In June 2016, a past due billing invoice was mailed with a $administrative fee This fee was a result of the unpaid balance outstanding Subsequent notices were mailed on a monthly basis requesting paymentThe first certified mail notice was sent in January In March the account was paid in full Because there are administrative costs associated with past due balances, the administrative fees and subsequent escalated fees are used to pay for these costs Attached to this response is a copy of the billing statement for July which includes the balance due
I apologize for any inconvenience this situation has caused After reviewing the account, I found the annual billing statement was sent out on 12/2/to the property address ( [redacted] ***) as did the day, day, and day past due notices sent in February, March, and April respectivelyPlease see statements attached for your referenceIt’s our policy to provide these notices and alert homeowners of their obligation to pay HOA assessments and feesWe did not find there to be any discrepancy or missing statements as part of your file Please let us know if there is a different address we should be using to send statements and correspondence The balance on the account remains past due and will result in additional charges if not paid Again, I apologize for any inconvenience this may have caused
Good Day, We certainly understand the frustration and we can forward a request to have fees waived to the Board for approvalI am happy to work with the Community Manager to get the issue reviewedPlease forward an email to me directly [redacted] Once submitted to can work on getting the auto pay reset[redacted] ***- [redacted] Regards, [redacted] ***
Thank you for letting us know about your concern and please accept my apology for the confusion and miscommunication that has occurred on your account The fee of $charged to your account will be removed immediately
Good day,This situation is being handled by the Association's Attorney.The Board reviewed a hardship request in relation to the compliance violation and denied the homeowners request to remove fines and instructed us not to remove any amounts from her account even though an initial offer was made This resulted in a demand letter from the homeowner's Attorney [redacted] and our legal services team provided all information necessary to the Associations legal representationIt appears the homeowner believes that the Attorney represents Spectrum To the best of my knowledge, we have indicated to the Association's attorney that we will remove any amounts from the homeowner’s ledger once an agreement has been reached by the Attorney We have not received information from the Attorney that an agreement has been reachedRegards, [redacted] ***
Thank you for your feedback Due to the nature of the special assessment and the timing of your request, we will be waiving the $administration charge as well as the cents of interest on your account Please note you will still be responsible for the $assessment and will be charged additional fees if payment is not received within days This assessment is for improvements within your community I apologize for any inconvenience this may have caused you Spectrum is always looking to improve our service to our customers
We take full responsibility for the situation and understand why Ms [redacted] is frustrated as we did not meet her expectationsOur ACC Coordinators are given a set of guidelines for processing requests that they are supposed to adhere to, however in this case, clearly those standards were insufficientI regret that we provided Ms [redacted] with bad service and a poor customer experience—it is the exact opposite of what we pride ourselves onWe value our customers and understand how important it is to offer exceptional serviceOur ACC Coordinator has reached out to Ms [redacted] to ensure that this request is taken care of and expeditedI would like to thank you for bringing this to our attentionIt will help us improve our operations and servicesIf there are any other issues that need to be addressed, now or in the future, please don't hesitate to contact me personally by phone, email, or in person Kindest Regards, [redacted] ***Business Development Manager [redacted]
Complaint: [redacted] I am rejecting this response because:There was no real effort made to resolve the issue or even an offer to refund the late feesThe operator I spoke with was very rude and only said "Autopay is not an excuse to miss a payment you should be checking your statements Regards, [redacted]
Mr [redacted] lives on a zero property line lotHis neighbor has been leaving his trash can permanently in front of his fence which is a deed violationThe violation notice should have been sent to the neighbor rather than Mr [redacted] [redacted] , VP Operations, contacted Mr [redacted] and apologized for the errorAll violation fees will be removed from his account and Mr [redacted] will send a letter apologizing for the errorA notation has been added to the account to avoid any future errors
[redacted] , Vice President of Operations at Spectrum Association Management, talked with Mr [redacted] on Tuesday, September Mr [redacted] explained that he had a conversation with a service representative who was rude and provided details of the conversationMr [redacted] apologized for the lack of professionalism and respect and promised to use the information provided by Mr [redacted] for agent trainingMr [redacted] and Mr [redacted] also reviewed the status of his account; the account currently has a credit balanceMr [redacted] noted that the October assessment will be applied to the account on October Mr [redacted] stated that he was offered a $credit to the account during his last conversation with the service representative, but the credit had not been applied to his accountMr [redacted] promised to honor the previous offer and applied the $credit to the accountThe balance due after the October assessment and after application of the $credit will be $ Mr [redacted] promised to send Mr [redacted] an e-mail with the information discussed and verified the e-mailAn e-mail with apology and account balance was sent to Mr [redacted] on September
Good Day, We are the Homeowner Association's Management companyWe are hired to enforce rules outlined in the Association's governing documentsAfter review of the Homeowners account we have determined that we are able to waive one of the fees incurredThis will leave a balance of $I am placing the account on hold for days today to avoid incurring additional fees for this periodHomeowners can view the governing documents for their Home Association at [redacted] .Thank you, [redacted]
Our sincerest apologies for the confusion and frustration regarding your account at property address [redacted] After reviewing the account, I see that the ownership change was processed originally on July of 2016, however, an error occurred only a few days later that reversed the change You were then listed again as the current property owner I understand that you had made multiple attempts to reach us after this time and get the account corrected I sincerely apologize that the error was not immediately recognized and addressed On March the account was corrected The correct owner was posted to the account and all erroneous fees removed Your account with us has been zeroed out and you will no longer be contacted regarding the property accountPer your request, a letter of explanation is being mailed to your current addressPlease let us know if there is anything else we can do to assist you Again, we sincerely apologize for any inconvenience this error may have caused
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Complaint: ***
I am rejecting this response because: I have received any and all mail from any and all businesses that I jave encountered since being in Texas It is up to the HOA and their previous management to ensure that they are sending a bill to the correct address for services There was obviously a disconnect and poor practice or disheveled paperwork on Spectrums part and I refuse to pay for shoddy business practices and incompetence on their side. My offer stands at what what I owe for previous years without attorney price gouging.
Regards,
*** ***