Revdex.com:
I have reviewed the response made by Spectrum in reference to complaint ID [redacted], and find that this resolution is acceptable to me.
It is unfortunate that it took a Revdex.com complaint to get Spectrum to come to reason, but thank you. I would like to emphasize that future disputes can be resolved with proper notification of bills when they are still current.
Regards,
[redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is incomplete, but if I must acquiesce then so be it. [redacted] with SpectrumAM has requested that I contact her through her company email. No resolution has been met, and further communication is required IOT resolve these issues. Regards, [redacted]
[redacted], Vice President of Operations at Spectrum Association Management, and their Accounting Software company investigated the concerns expressed by the homeowner regarding stoppage of the automatic payment of assessment fees. The results of the...
investigation indicated that homeowner set up an auto-pay to start April 1 with quarterly payments with an indefinite end date. The log indicates that the homeowner skipped payment on 9/29, and then cancelled the auto-pay on 10/11.[redacted] talked with the homeowner on October 16. The homeowner's complaint centered
around two areas: (1) auto-pay was stopped and (2) notification via paper
mail only. Mr. [redacted] explained that Spectrum did not stop the auto-pay,
but it appears that the auto-pay was stopped by the homeowner or his credit card
company. Homeowner stated he had not stopped auto-pay, but would contact
credit card company and call back. The homeowner stated that he would have
also liked to receive notification of the past-due account via e-mail rather
than paper mail. Mr. [redacted] explained that, at this time, Spectrum does not have the
ability to enable homeowners to opt-in to receive e-mail notifications for
past-due accounts.
We sincerely apologize for the inconvenience this has caused. Three remotes were provided, two at no cost and one was purchased for $55 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 $66.04. This balance forward stemmed from a late payment of the January 2015 assessment to prior management. The first...
billing mailed under Spectrum Association Management was the July 2015 assessment. The statement disclosed the amount owed of $247.54. This balance included the prior balance of $66.04 plus $181.50 for the assessment. A payment for the assessment only was submitted. For the January 2016 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 $66.04. In June 2016, a past due billing invoice was mailed with a $20.00 administrative fee. This fee was a result of the unpaid balance outstanding. Subsequent notices were mailed on a monthly basis requesting payment. The first certified mail notice was sent in January 2017. In March 2017 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 2015 which includes the balance due.
[redacted], Vice President of Operations at Spectrum Association Management, talked with Mr. [redacted] on Tuesday, September 29. Mr. [redacted] explained that he had a conversation with a service representative who was rude and provided details of the conversation. Mr. [redacted] apologized for the...
lack of professionalism and respect and promised to use the information provided by Mr. [redacted] for agent training. Mr. [redacted] and Mr. [redacted] also reviewed the status of his account; the account currently has a credit balance. Mr. [redacted] noted that the October assessment will be applied to the account on October 1. Mr. [redacted] stated that he was offered a $10 credit to the account during his last conversation with the service representative, but the credit had not been applied to his account. Mr. [redacted] promised to honor the previous offer and applied the $10 credit to the account. The balance due after the October assessment and after application of the $10 credit will be $174.88. Mr. [redacted] promised to send Mr. [redacted] an e-mail with the information discussed and verified the e-mail. An e-mail with apology and account balance was sent to Mr. [redacted] on September 29.
Mr. [redacted], Vice-President of Operations, spoke with Mr. [redacted] on January 5, 2016. 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 209.00591 (c), the developer "may appoint and remove board members and officers of the association." When "75 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 over. Nonetheless, Mr. [redacted] volunteered to share Mr. [redacted]'s concerns with the developer. Mr. [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.
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 fees. The 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]
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 14 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 15 2017 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 account. Per your request, a letter of explanation is being mailed to your current address. Please 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]. Mr. [redacted] was prompt and professional. I was surprised that he did not refund half if not the full $40.00 in so called administrative fees, but appreciate the gesture of upholding a 10$ credit and apologizing for his company's poor customer service. Thank you.
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 $25 charged to your account will be removed immediately.
Complaint: [redacted]
I am rejecting this response because: At this time the response from Spectrum has been the same response for eleven months. Just extended the Easement/Storm Drain Rear Sandy Bay, Horizon Pointe SUBDVRegards,
[redacted]
We take full responsibility for the situation and understand why Ms. [redacted] is frustrated as we did not meet her expectations. Our 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...
insufficient. I regret that we provided Ms. [redacted] with bad service and a poor customer experience—it is the exact opposite of what we pride ourselves on. We value our customers and understand how important it is to offer exceptional service. Our ACC Coordinator has reached out to Ms. [redacted] to ensure that this request is taken care of and expedited. I would like to thank you for bringing this to our attention. It will help us improve our operations and services. If 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]
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 representation. It 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 reached. Regards, [redacted]
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]
Thank you for your feedback. Due to the nature of the special assessment and the timing of your request, we will be waiving the $20 administration charge as well as the .75 cents of interest on your account. Please note you will still be responsible for the $50 assessment and will be...
charged additional fees if payment is not received within 30 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.
Good Day, We are the Homeowner Association's Management company. We are hired to enforce rules outlined in the Association's governing documents. After review of the Homeowners account we have determined that we are able to waive one of the fees incurred. This will leave a balance of $50. I am...
placing the account on hold for 60 days today to avoid incurring additional fees for this period. Homeowners can view the governing documents for their Home Association at [redacted].Thank you,[redacted]
Mr. [redacted] lives on a zero property line lot. His neighbor has been leaving
his trash can permanently in front of his fence which is a deed violation. The violation notice should have been sent to the neighbor rather than Mr. [redacted]. [redacted], VP Operations, contacted Mr....
[redacted] and apologized for the error. All violation fees will be removed from his account and Mr. [redacted] will send a letter apologizing for the error. A notation has been added to the account to avoid any future errors.
Revdex.com:
I have reviewed the response made by Spectrum in reference to complaint ID [redacted], and find that this resolution is acceptable to me.
It is unfortunate that it took a Revdex.com complaint to get Spectrum to come to reason, but thank you. I would like to emphasize that future disputes can be resolved with proper notification of bills when they are still current.
Regards,
[redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is incomplete, but if I must acquiesce then so be it. [redacted] with SpectrumAM has requested that I contact her through her company email. No resolution has been met, and further communication is required IOT resolve these issues. Regards, [redacted]
[redacted], Vice President of Operations at Spectrum Association Management, and their Accounting Software company investigated the concerns expressed by the homeowner regarding stoppage of the automatic payment of assessment fees. The results of the...
investigation indicated that homeowner set up an auto-pay to start April 1 with quarterly payments with an indefinite end date. The log indicates that the homeowner skipped payment on 9/29, and then cancelled the auto-pay on 10/11.[redacted] talked with the homeowner on October 16. The homeowner's complaint centered
around two areas: (1) auto-pay was stopped and (2) notification via paper
mail only. Mr. [redacted] explained that Spectrum did not stop the auto-pay,
but it appears that the auto-pay was stopped by the homeowner or his credit card
company. Homeowner stated he had not stopped auto-pay, but would contact
credit card company and call back. The homeowner stated that he would have
also liked to receive notification of the past-due account via e-mail rather
than paper mail. Mr. [redacted] explained that, at this time, Spectrum does not have the
ability to enable homeowners to opt-in to receive e-mail notifications for
past-due accounts.
We sincerely apologize for the inconvenience this has caused. Three remotes were provided, two at no cost and one was purchased for $55 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 $66.04. This balance forward stemmed from a late payment of the January 2015 assessment to prior management. The first...
billing mailed under Spectrum Association Management was the July 2015 assessment. The statement disclosed the amount owed of $247.54. This balance included the prior balance of $66.04 plus $181.50 for the assessment. A payment for the assessment only was submitted. For the January 2016 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 $66.04. In June 2016, a past due billing invoice was mailed with a $20.00 administrative fee. This fee was a result of the unpaid balance outstanding. Subsequent notices were mailed on a monthly basis requesting payment. The first certified mail notice was sent in January 2017. In March 2017 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 2015 which includes the balance due.
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
[redacted], Vice President of Operations at Spectrum Association Management, talked with Mr. [redacted] on Tuesday, September 29. Mr. [redacted] explained that he had a conversation with a service representative who was rude and provided details of the conversation. Mr. [redacted] apologized for the...
lack of professionalism and respect and promised to use the information provided by Mr. [redacted] for agent training. Mr. [redacted] and Mr. [redacted] also reviewed the status of his account; the account currently has a credit balance. Mr. [redacted] noted that the October assessment will be applied to the account on October 1. Mr. [redacted] stated that he was offered a $10 credit to the account during his last conversation with the service representative, but the credit had not been applied to his account. Mr. [redacted] promised to honor the previous offer and applied the $10 credit to the account. The balance due after the October assessment and after application of the $10 credit will be $174.88. Mr. [redacted] promised to send Mr. [redacted] an e-mail with the information discussed and verified the e-mail. An e-mail with apology and account balance was sent to Mr. [redacted] on September 29.
We apologize about any inconvenience this has caused. The pillow was delivered on December 23rd, with the following USPS tracking number: [redacted].
Mr. [redacted], Vice-President of Operations, spoke with Mr. [redacted] on January 5, 2016. 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 209.00591 (c), the developer "may appoint and remove board members and officers of the association." When "75 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 over. Nonetheless, Mr. [redacted] volunteered to share Mr. [redacted]'s concerns with the developer. Mr. [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.
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 fees. The 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]
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 14 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 15 2017 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 account. Per your request, a letter of explanation is being mailed to your current address. Please 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]. Mr. [redacted] was prompt and professional. I was surprised that he did not refund half if not the full $40.00 in so called administrative fees, but appreciate the gesture of upholding a 10$ credit and apologizing for his company's poor customer service. Thank you.
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 $25 charged to your account will be removed immediately.
Complaint: [redacted]
I am rejecting this response because: At this time the response from Spectrum has been the same response for eleven months. Just extended the Easement/Storm Drain Rear Sandy Bay, Horizon Pointe SUBDVRegards,
[redacted]
We take full responsibility for the situation and understand why Ms. [redacted] is frustrated as we did not meet her expectations. Our 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...
insufficient. I regret that we provided Ms. [redacted] with bad service and a poor customer experience—it is the exact opposite of what we pride ourselves on. We value our customers and understand how important it is to offer exceptional service. Our ACC Coordinator has reached out to Ms. [redacted] to ensure that this request is taken care of and expedited. I would like to thank you for bringing this to our attention. It will help us improve our operations and services. If 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]
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 representation. It 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 reached. Regards, [redacted]
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]
Thank you for your feedback. Due to the nature of the special assessment and the timing of your request, we will be waiving the $20 administration charge as well as the .75 cents of interest on your account. Please note you will still be responsible for the $50 assessment and will be...
charged additional fees if payment is not received within 30 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.
Good Day, We are the Homeowner Association's Management company. We are hired to enforce rules outlined in the Association's governing documents. After review of the Homeowners account we have determined that we are able to waive one of the fees incurred. This will leave a balance of $50. I am...
placing the account on hold for 60 days today to avoid incurring additional fees for this period. Homeowners can view the governing documents for their Home Association at [redacted].Thank you,[redacted]
Mr. [redacted] lives on a zero property line lot. His neighbor has been leaving
his trash can permanently in front of his fence which is a deed violation. The violation notice should have been sent to the neighbor rather than Mr. [redacted]. [redacted], VP Operations, contacted Mr....
[redacted] and apologized for the error. All violation fees will be removed from his account and Mr. [redacted] will send a letter apologizing for the error. A notation has been added to the account to avoid any future errors.