Initial Business Response /* (1000, 5, 2014/09/25) */
Contact Name and Title: *** *** - President
Contact Phone: ***
This matter has been resolved and the accounts changedWE couldn't change the paperwork without the proper documentation, that has all been received and
processed
Initial Business Response /* (1000, 5, 2015/02/02) */
Contact Name and Title: *** *** - President
Contact Phone: ***
Contact Email: ***@mcgillmanagement.com
Your complaint is with the Village,not managementThe streets are plowed by the Village, not the associationThis
was a blizzard condition storm, I'm sure their trucks are still out trying to catch upHowever, we have no control at all over the VillagePlease remove this complaint from McGill's file
Initial Business Response /* (1000, 5, 2014/10/14) */
Contact Name and Title: [redacted] - President
Contact Email: [redacted]@mcgillmanagement.com
It's my understanding that the Village required this association to remove 27 bushes that were in the way of "buffalo boxes".. this was one of...
those areas. The Landscaper was directed to place a hausta in that area instead so that the village could still have access. The landscaper missed this area and has been directed to go back and to install the hausta at the "B box" for this owner.
Initial Business Response /* (1000, 5, 2015/06/17) */
Contact Name and Title: [redacted] - President
Contact Phone: [redacted]
Contact Email: [redacted]@mcgillmanagement.com
Mr. [redacted], Like most management companies we use an outside service provider for those services. Using the service on...
line requires you to pick the items you need, the pricing is clear to see, place them in your cart and check out. In your case, it appears that your title company made the purchase for you and ordered a larger package than what you needed. They clearly saw what documents were included and the pricing for them and proceeded to check out. Rush orders do incur an additional charge, usually they know well in advance that they are closing and order the documents earlier so as not to incur that additional charge. When a rush order is placed, it requires us to stop what we are doing, go into the system and manually double checking all the paperwork. Any item that would be missed would become our financial responsibility, therefore the process is double checked then by a supervisor before the paperwork is released. The charges you incurred were legitimate charges and industry standard in regard to what your title company ordered. In good faith, I'm willing to absorb the cost of the rush fee and refund you that charge because that was my staffs time, but any additional refunds would have to come from your title company who placed that order.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The refund for the late fee seem fair to me considering $100 rush fee is so excessive. I will also discuss with my lawyer because he defended the titile company and completely blame the HOA and said this happens all the time.
Initial Business Response /* (1000, 5, 2014/12/02) */
Contact Name and Title: [redacted] - President
Contact Phone: [redacted]
Contact Email: [redacted]
[redacted], the $500.00 fee that your attorney paid was a DEPOSIT.. Not a fee. Meaning, the check was only held until we...
were sure no damages occurred to the property. The check was never cashed, then the CHECK was returned to whoever wrote it, the deposit is never cashed unless there is a problem. So there is no fee that your attorney paid, he simply paid a deposit which in its original form was returned to him. Contact your attorney if you think that he owes you the $500.00 security deposit that he put up on your behalf.
Initial Business Response /* (1000, 5, 2015/04/24) */
Contact Name and Title: [redacted] - President
Contact Phone: [redacted]
Contact Email: [redacted]@mcgillmanagement.com
The following are the FACTS, it would be important to note that McGill is not the decision making body for any...
community association. The Board is and the Board cannot remove the charges for service to her garage door as it is the owners responsibility. It would be illegal for them to have her neighbors pay for her things.
1. Owner had 2 unpaid repair charges on account
a. 7/19/12 Garage Repair $129 (still outstanding)
b. 6/5/13 5/23 Garage Door $233.47 (paid 7/2/14)
2. Owner contacted bookkeeping 2/3/14 concerning late fees
a. She was told there was an outstanding balance of $380.65 ($362.47 repairs and $18.18 assessments)
b. Bookkeeping removed all late fees
c. Advised homeowner to contact manager, [redacted] concerning repair charges
d. [redacted] noted in 8/14/12 phone log that she left message with owner that the $129 charge was owner responsibility, this was in addition to letter sent.
3. Owner contacted bookkeeping ([redacted]) 1/22/15 concerning late fees
a. [redacted] reviewed her account and told her we had to find out why her account was getting late fees
b. [redacted] told her the payments were being received after the 10th of each month
c. Owner contacted [redacted] supervisor) and she reviewed the account and informed owner her payments were being applied to outstanding $129 charge.
4. Owner contacted [redacted]'s replacement while [redacted] is on leave) concerning late fees 4/1/15
a. The owner is making payments but the payments are made before the 1st of the current month: 4/17/15 payment is for 5/1/15, so the unit receives a late payment for April because the payment is after 4/10th. The prepayment for April was made on 3/17/15, so this payment was before 4/1st and was applied to any outstanding balances in March.
b. The only way for the system to correct this when there are outstanding repair charges is to make any assessment payments after the 1st of each month. Then the payment will apply to the assessment charge first and avoid a late fee charge for the current month.
c. We explained to the owner because she had an unpaid balance, $129.68, she would continue to have late fee issues if she sent her assessment payments in before the 1st of each month.
d. Owner disagreed with the charge and asked for the back-up, which we provided on 4/2/15.
e. Owner was in communication with [redacted] and we gave [redacted] emails regarding account on 4/2/15. [redacted] was on vacation. returned 10 days later.
5. [redacted] instructed bookkeeping to remove late fees on 4/24/15, the repair charges must remain on the account and be paid by owner. Owner needs o attend board meeting if she want to further argue the point that her neighbors should pay for her responsibility.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I like how the word facts are capitalized. Speaking of facts directly, discussing the $233.47 bill was the first time I was advised that its not the associations responsibility to pay. I had no idea which is why I called mcGill in the first place. I don't see anywhere in my review saying that I feel my neighbors should pay for my garage door. That's obviously your assumption not a fact. When I called the second time to get it fixed they dispatched someone out and then sent me a bill. That's when I called and learned that I was supposed to pay. I felt it odd because if that was the case why would Mcgill Management send out someone to do the repairs when I could shop around for a company with lower rates to do it for me and I also said on that call how strange it was because I was not billed the first time. The fix which he did took about 20 mins and costed a decent amount. Fact - the response back to me on this review was written by someone who didn't take my call when I called to ask who's responsibility it was. Infact that person is no longer there. Fact - I had no idea there was an outstanding bill and the billing department at Mcgill didn't even know what was causing it until I called numerous time asking to talk to the accounting manager. Mcgill management is responsible for sending out bills and sending out correct bills which is why I contacted them about this versus the board. The association also typically provides sound advice and direction for those who live in the community under the association with any questions and concerns. Which is myself, a concerning homeowner who has lived in the community for over 11 years. I feel the service by Mcgill Management was inadequate in the way it was handled start to finish and I hope others do not share this experience as I have. If I have a bill that was never paid then both they and I should be fully aware what bill it was but this wasn't the case. I had to go through 3 accounting contacts until the last one (a new girl who is actually pretty awesome) took the time to dig through and learn what was causing the billing issue. Mcgill Management should be taking accountability for incorrect billing matters and incorrect information informed by employees of the company. Not saying its all under the boards responsibility. I send my bills to Mcgill not the board. If I didn't pay a bill - resend the bill I didn't pay so I can pay it. I have always paid my bills. The fact that the late fee's just started a few months ago from a bill that was never paid from 3 years ago when I have been sending out payments around the same time for years doesn't make sense either. What I think happened is why I called to see why they sent me a bill for the second garage door repair because I was confused why they would bill me since I was told they cover it and I never seen a first bill - I feel they then applied the first bill $$ to my account which is why just recently I have been getting late fee's applied to my account since I have been sending out payment around the same time since I owned the property.
Final Business Response /* (4000, 9, 2015/04/29) */
The late charges were removed as indicated. I can't remove the charge for service to the unit. When owners call for service depending on the set up by the board, we will send someone out to address the problem, if it turns out to be homeowner, then the costs are charged back. Late notices are sent monthly, original invoices for service and letters are sent at the time of service so the owner is aware. I'm not sure why this owner didn't receive anything for all those months. We are not the decision making body, we take our directive from the Board who sets policy. You'll need to address this with the Board.
Final Consumer Response /* (2000, 11, 2015/05/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/10/13) */
Contact Name and Title: [redacted] - President
Contact Phone: [redacted]
Contact Email: [redacted]@mcgillmanagement.com
The door to your building is special order it has come in and its scheduled to be installed. As far as the parking...
garage is concerned, the roofers removed the roof only to find additional structural problems that no one was aware of. Those created an additional cost which had to be addressed by all 4 boards prior to the project moving forward. Further you email complaint about the board sticker on your car was forwarded to the board, they choose not to respond. That has nothing to do with me, I'm not the decision maker for your association, the board is and they direct maintenance. I'm sure the board would be more than willing to listen to how you would rectify the current parking problems during this underground garage re roof project.
Initial Business Response /* (1000, 5, 2014/08/17) */
Contact Name and Title: [redacted] - President
Contact Phone: [redacted]
While I understand your frustration, McGill Management is not the decision making body in your community, your Board of Directors is. I will be happy to...
provide your information to them and ask them for a directive at their next Board meeting. They may or may not choose to reimburse you for the sticker removal. Stickers are placed on vehicles under the on site maintenance staff direction from the Board when they are in violation of policy. The Board is currently obtaining pricing on the road repairs, the garage roof replacement should be completed in the next week. There are four associations that are part of your complex, all three buildings actually have very different rules, so yes, sometimes there is a delayed response as week research the answers to each building specifically.
Initial Business Response /* (1000, 5, 2014/09/25) */
Contact Name and Title: *** *** - President
Contact Phone: ***
This matter has been resolved and the accounts changedWE couldn't change the paperwork without the proper documentation, that has all been received and
processed
Initial Business Response /* (1000, 5, 2015/02/02) */
Contact Name and Title: *** *** - President
Contact Phone: ***
Contact Email: ***@mcgillmanagement.com
Your complaint is with the Village,not managementThe streets are plowed by the Village, not the associationThis
was a blizzard condition storm, I'm sure their trucks are still out trying to catch upHowever, we have no control at all over the VillagePlease remove this complaint from McGill's file
Initial Business Response /* (1000, 5, 2014/10/14) */
Contact Name and Title: [redacted] - President
Contact Email: [redacted]@mcgillmanagement.com
It's my understanding that the Village required this association to remove 27 bushes that were in the way of "buffalo boxes".. this was one of...
those areas. The Landscaper was directed to place a hausta in that area instead so that the village could still have access. The landscaper missed this area and has been directed to go back and to install the hausta at the "B box" for this owner.
Initial Business Response /* (1000, 5, 2015/06/17) */
Contact Name and Title: [redacted] - President
Contact Phone: [redacted]
Contact Email: [redacted]@mcgillmanagement.com
Mr. [redacted], Like most management companies we use an outside service provider for those services. Using the service on...
line requires you to pick the items you need, the pricing is clear to see, place them in your cart and check out. In your case, it appears that your title company made the purchase for you and ordered a larger package than what you needed. They clearly saw what documents were included and the pricing for them and proceeded to check out. Rush orders do incur an additional charge, usually they know well in advance that they are closing and order the documents earlier so as not to incur that additional charge. When a rush order is placed, it requires us to stop what we are doing, go into the system and manually double checking all the paperwork. Any item that would be missed would become our financial responsibility, therefore the process is double checked then by a supervisor before the paperwork is released. The charges you incurred were legitimate charges and industry standard in regard to what your title company ordered. In good faith, I'm willing to absorb the cost of the rush fee and refund you that charge because that was my staffs time, but any additional refunds would have to come from your title company who placed that order.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The refund for the late fee seem fair to me considering $100 rush fee is so excessive. I will also discuss with my lawyer because he defended the titile company and completely blame the HOA and said this happens all the time.
Initial Business Response /* (1000, 5, 2014/12/02) */
Contact Name and Title: [redacted] - President
Contact Phone: [redacted]
Contact Email: [redacted]
[redacted], the $500.00 fee that your attorney paid was a DEPOSIT.. Not a fee. Meaning, the check was only held until we...
were sure no damages occurred to the property. The check was never cashed, then the CHECK was returned to whoever wrote it, the deposit is never cashed unless there is a problem. So there is no fee that your attorney paid, he simply paid a deposit which in its original form was returned to him. Contact your attorney if you think that he owes you the $500.00 security deposit that he put up on your behalf.
Initial Business Response /* (1000, 5, 2015/04/24) */
Contact Name and Title: [redacted] - President
Contact Phone: [redacted]
Contact Email: [redacted]@mcgillmanagement.com
The following are the FACTS, it would be important to note that McGill is not the decision making body for any...
community association. The Board is and the Board cannot remove the charges for service to her garage door as it is the owners responsibility. It would be illegal for them to have her neighbors pay for her things.
1. Owner had 2 unpaid repair charges on account
a. 7/19/12 Garage Repair $129 (still outstanding)
b. 6/5/13 5/23 Garage Door $233.47 (paid 7/2/14)
2. Owner contacted bookkeeping 2/3/14 concerning late fees
a. She was told there was an outstanding balance of $380.65 ($362.47 repairs and $18.18 assessments)
b. Bookkeeping removed all late fees
c. Advised homeowner to contact manager, [redacted] concerning repair charges
d. [redacted] noted in 8/14/12 phone log that she left message with owner that the $129 charge was owner responsibility, this was in addition to letter sent.
3. Owner contacted bookkeeping ([redacted]) 1/22/15 concerning late fees
a. [redacted] reviewed her account and told her we had to find out why her account was getting late fees
b. [redacted] told her the payments were being received after the 10th of each month
c. Owner contacted [redacted] supervisor) and she reviewed the account and informed owner her payments were being applied to outstanding $129 charge.
4. Owner contacted [redacted]'s replacement while [redacted] is on leave) concerning late fees 4/1/15
a. The owner is making payments but the payments are made before the 1st of the current month: 4/17/15 payment is for 5/1/15, so the unit receives a late payment for April because the payment is after 4/10th. The prepayment for April was made on 3/17/15, so this payment was before 4/1st and was applied to any outstanding balances in March.
b. The only way for the system to correct this when there are outstanding repair charges is to make any assessment payments after the 1st of each month. Then the payment will apply to the assessment charge first and avoid a late fee charge for the current month.
c. We explained to the owner because she had an unpaid balance, $129.68, she would continue to have late fee issues if she sent her assessment payments in before the 1st of each month.
d. Owner disagreed with the charge and asked for the back-up, which we provided on 4/2/15.
e. Owner was in communication with [redacted] and we gave [redacted] emails regarding account on 4/2/15. [redacted] was on vacation. returned 10 days later.
5. [redacted] instructed bookkeeping to remove late fees on 4/24/15, the repair charges must remain on the account and be paid by owner. Owner needs o attend board meeting if she want to further argue the point that her neighbors should pay for her responsibility.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I like how the word facts are capitalized. Speaking of facts directly, discussing the $233.47 bill was the first time I was advised that its not the associations responsibility to pay. I had no idea which is why I called mcGill in the first place. I don't see anywhere in my review saying that I feel my neighbors should pay for my garage door. That's obviously your assumption not a fact. When I called the second time to get it fixed they dispatched someone out and then sent me a bill. That's when I called and learned that I was supposed to pay. I felt it odd because if that was the case why would Mcgill Management send out someone to do the repairs when I could shop around for a company with lower rates to do it for me and I also said on that call how strange it was because I was not billed the first time. The fix which he did took about 20 mins and costed a decent amount. Fact - the response back to me on this review was written by someone who didn't take my call when I called to ask who's responsibility it was. Infact that person is no longer there. Fact - I had no idea there was an outstanding bill and the billing department at Mcgill didn't even know what was causing it until I called numerous time asking to talk to the accounting manager. Mcgill management is responsible for sending out bills and sending out correct bills which is why I contacted them about this versus the board. The association also typically provides sound advice and direction for those who live in the community under the association with any questions and concerns. Which is myself, a concerning homeowner who has lived in the community for over 11 years. I feel the service by Mcgill Management was inadequate in the way it was handled start to finish and I hope others do not share this experience as I have. If I have a bill that was never paid then both they and I should be fully aware what bill it was but this wasn't the case. I had to go through 3 accounting contacts until the last one (a new girl who is actually pretty awesome) took the time to dig through and learn what was causing the billing issue. Mcgill Management should be taking accountability for incorrect billing matters and incorrect information informed by employees of the company. Not saying its all under the boards responsibility. I send my bills to Mcgill not the board. If I didn't pay a bill - resend the bill I didn't pay so I can pay it. I have always paid my bills. The fact that the late fee's just started a few months ago from a bill that was never paid from 3 years ago when I have been sending out payments around the same time for years doesn't make sense either. What I think happened is why I called to see why they sent me a bill for the second garage door repair because I was confused why they would bill me since I was told they cover it and I never seen a first bill - I feel they then applied the first bill $$ to my account which is why just recently I have been getting late fee's applied to my account since I have been sending out payment around the same time since I owned the property.
Final Business Response /* (4000, 9, 2015/04/29) */
The late charges were removed as indicated. I can't remove the charge for service to the unit. When owners call for service depending on the set up by the board, we will send someone out to address the problem, if it turns out to be homeowner, then the costs are charged back. Late notices are sent monthly, original invoices for service and letters are sent at the time of service so the owner is aware. I'm not sure why this owner didn't receive anything for all those months. We are not the decision making body, we take our directive from the Board who sets policy. You'll need to address this with the Board.
Final Consumer Response /* (2000, 11, 2015/05/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/10/13) */
Contact Name and Title: [redacted] - President
Contact Phone: [redacted]
Contact Email: [redacted]@mcgillmanagement.com
The door to your building is special order it has come in and its scheduled to be installed. As far as the parking...
garage is concerned, the roofers removed the roof only to find additional structural problems that no one was aware of. Those created an additional cost which had to be addressed by all 4 boards prior to the project moving forward. Further you email complaint about the board sticker on your car was forwarded to the board, they choose not to respond. That has nothing to do with me, I'm not the decision maker for your association, the board is and they direct maintenance. I'm sure the board would be more than willing to listen to how you would rectify the current parking problems during this underground garage re roof project.
Initial Business Response /* (1000, 5, 2014/08/17) */
Contact Name and Title: [redacted] - President
Contact Phone: [redacted]
While I understand your frustration, McGill Management is not the decision making body in your community, your Board of Directors is. I will be happy to...
provide your information to them and ask them for a directive at their next Board meeting. They may or may not choose to reimburse you for the sticker removal. Stickers are placed on vehicles under the on site maintenance staff direction from the Board when they are in violation of policy. The Board is currently obtaining pricing on the road repairs, the garage roof replacement should be completed in the next week. There are four associations that are part of your complex, all three buildings actually have very different rules, so yes, sometimes there is a delayed response as week research the answers to each building specifically.