Ogden & Company, Inc. West

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The residence has not had the roof repairs completed as of 12/22/2014. After contacting the HOA ([redacted]) to inquire about the status, she reported that the repairs had been completed on 12/15/14, which they were not. The residence is still covered in a tarp and my wife and I have been by the residence numerous times each day since we have been displaced from our home. Other homes in our community have had roof repairs completed since the initiation of Revdex.com involvement, including one residence that had filed a claim with the HOA after 12/7/14.

Regards,

November 9, 2015
To Whom It May Concern,
There is no dispute about the first and second quarter dues. It is correct that I made payments for the first quarterly dues, for which an invoice was received. However, I did not receive another invoice until the 4th quarter bill. This invoice included the 4th quarter dues, as well as dues for the quarter I did not receive. This bill was paid in total and on time, as all subsequent invoices have been paid. I have disputed all additional fees that were not legitimate, while I continued to pay all quarterly dues of $96 on time. Accurate billing records for the HOA should reflect these payments have always been made on time. My banking records will reflect the same; that all quarterly dues were paid on time. In addition, correspondence disputing any discrepancies should also be on file with the business. Unfortunately, residing out of state I am unable to address these matters in person nor attend the HOA meetings. It would seem to be a good option if I were living in the area since other attempts to resolve this matter went unanswered. The neighbors have informed me that they, too, went through a similar situation and were able to resolve the discrepancy in person at the HOA office.In the matter regarding the CC&R violations, they have been addressed numerous times with the HOA by the tenants. Again, I state they have not only contacted the HOA, but also proved to the inspector that the trash receptacles in question do not belong to them. All receptacles have been removed by the residents when returning home with their children from school between 4 and 5pm on the day of trash collection. They are completely aware of the situation regarding trash collection. We discussed this when the first notice was received to which they responded promptly.At no time have I ever been informed that I am not contacting the appropriate person AT OGDEN. I have not received any returned phone calls or written responses from them until now. All my correspondence has been directed to whomever I have received any notice from. I'm uncertain who is actually responding to this complaint; the Executive Vice President of Ogden? 
I am extremely pleased to finally have received a response by having contacted the Revdex.com. I am feeling confident that they will quickly resolve these issues, and I’m looking forward to finally having resolution in these ongoing matters.
Sincerely,

Please understand that Ogden cannot further address Ms. [redacted] concerns.  Our first response explained that Ms. Brady has been late making her assessment payments on a number of occasions over the past 7 years.  She has already had a number of late fees waived during that period. In addition, her tenants have had a number of violations noted and also had one of the fines already waived. At this time, only the Board of Directors of the association can waive any further fees and fines.  She is directing her concerns towards the wrong party.  We are the Agent that works on behalf of the Association.  She must address the Board either at a meeting or in writing. She may submit her request to Jackie M[redacted], the Community Manager, and Jackie will present it to the Board for their review and decision.  Once again, Ogden cannot authorize the waiving of any additional fees or fines. Even if she continues to write back to the Revdex.com, there is absolutely nothing we can do until she presents her concerns to the Board and they direct us to waive any fines or fees.
Thank you,
Lori T. P[redacted]
Executive Vice President

Please understand that Ogden cannot further address Ms. [redacted] concerns.  Our first response explained that Ms. Brady has been late making her assessment payments on a number of occasions over the past 7 years.  She has already had a number of late fees waived during that period. In addition, her tenants have had a number of violations noted and also had one of the fines already waived. At this time, only the Board of Directors of the association can waive any further fees and fines.  She is directing her concerns towards the wrong party.  We are the Agent that works on behalf of the Association.  She must address the Board either at a meeting or in writing. She may submit her request to Jackie M[redacted], the Community Manager, and Jackie will present it to the Board for their review and decision.  Once again, Ogden cannot authorize the waiving of any additional fees or fines. Even if she continues to write back to the Revdex.com, there is absolutely nothing we can do until she presents her concerns to the Board and they direct us to waive any fines or fees.
Thank you,
Lori T. P[redacted]
Executive Vice President

In response to the complaint filed by Mr. [redacted], I would like to submit the following information explaining the circumstances surrounding his roof leak and subsequent damages. As a result of unprecedented rain storms this year, many of the communities suffered extreme roof and building/stucco...

leaks. Desert Springs was among the communities with a number of reported leaks. All reported leaks were submitted to the roofing company for estimates for repairs.  Unfortunately, due to the high volume of repairs, the roofing company was not able to provide the estimates very quickly because the work load was higher than anyone could have planned for.  Before the community manager could get final approval from the Board of Directors for the estimate of repairs (which is required before she can schedule the work) another storm hit The Valley. No further damage to the [redacted]’s unit was reported at that time.  Once the Board gave approval, the repairs were added to the roofer's repair schedule. The community manager did assist with the coordination of the restoration company and was exchanging email communication with Mrs. [redacted] throughout. The restoration company found the additional damage once they were in the unit performing repairs. She was also in touch with both insurance companies involved with the damages. The communication may have lacked during the waiting period; however, the earlier communication would not have changed the outcome, as she was still waiting for approvals, repair schedules, and feedback from the insurance companies. Due to the high volume of repairs the roofer was trying to complete, the schedule to complete the work was changed a number of times.  This was out of the Community Manager’s control. The manager also scheduled to have the unit tarped before this last rain storm. All repairs are scheduled to be completed this week.The Governing Documents for the community require the Association to provide insurance and repairs for the exterior of the building and the interior only up to the unfinished walls (drywall).  The Association’s coverage does not cover weather related damages.  All homeowners are required to carry their own policy for coverage for the interior finishes and contents of their units.The Association will be directly paying the expenses for the roof repair and interior repairs up to and including the drywall.  Any additional repairs are the responsibility of the homeowner.We do truly sympathize with the owners and understand the frustration.  However, this was not the result of negligence.  It was the result of freak weather conditions and unusual circumstances causing longer than usual repair times.

November 9, 2015
To Whom It May Concern,
There is no dispute about the first and second quarter dues. It is correct that I made payments for the first quarterly dues, for which an invoice was received. However, I did not receive another invoice until the 4th quarter bill. This invoice included the 4th quarter dues, as well as dues for the quarter I did not receive. This bill was paid in total and on time, as all subsequent invoices have been paid. I have disputed all additional fees that were not legitimate, while I continued to pay all quarterly dues of $96 on time. Accurate billing records for the HOA should reflect these payments have always been made on time. My banking records will reflect the same; that all quarterly dues were paid on time. In addition, correspondence disputing any discrepancies should also be on file with the business. Unfortunately, residing out of state I am unable to address these matters in person nor attend the HOA meetings. It would seem to be a good option if I were living in the area since other attempts to resolve this matter went unanswered. The neighbors have informed me that they, too, went through a similar situation and were able to resolve the discrepancy in person at the HOA office.In the matter regarding the CC&R violations, they have been addressed numerous times with the HOA by the tenants. Again, I state they have not only contacted the HOA, but also proved to the inspector that the trash receptacles in question do not belong to them. All receptacles have been removed by the residents when returning home with their children from school between 4 and 5pm on the day of trash collection. They are completely aware of the situation regarding trash collection. We discussed this when the first notice was received to which they responded promptly.At no time have I ever been informed that I am not contacting the appropriate person AT OGDEN. I have not received any returned phone calls or written responses from them until now. All my correspondence has been directed to whomever I have received any notice from. I'm uncertain who is actually responding to this complaint; the Executive Vice President of Ogden? 
I am extremely pleased to finally have received a response by having contacted the Revdex.com. I am feeling confident that they will quickly resolve these issues, and I’m looking forward to finally having resolution in these ongoing matters.
Sincerely,

This homeowner is confused about who is responsible for the roof maintenance and who enters into the contracts for the community.  The responsibility for both are the Association and Board of Directors, not Ogden.  We are simply the agent for the Association, meaning that we...

carry out the requests and decisions of the Board of Directors. With that said, I did check into the issue and confirmed that the tile had been repaired and there is no safety or maintenance issues with the repaired tile. This complaint is about what this one tile looks like to the homeowner when she looks out her upstairs window.  It is not visible from any other area. The replacement or relocation of this single tile for aesthetic reasons has been communicated to the roofer.  Since it is not a safety or maintenance issue, and it is one tile, the roofer put it on the schedule to address when he is out in the community for other repairs to avoid an additional trip charge for something that is not a safety concern or an eyesore in the community.  He is scheduled to be at the property this week, at which time he will relocate the tile and place a nicer looking tile in it's place. Thank you.

This homeowner signed documents at closing

(12/08) acknowledging that the home was in an Association with quarterly

assessments in the amount of $96. In addition, every homeowner receives a

Welcome Package that outlines, among other pertinent information, the

collection policy. The...

collection/late fee policy states that any assessment

not received by the 30th of the month due is subject to a $15 late

fee. This fee is assessed for each quarter that an assessment is not

paid. In addition, after 60 days of non-payment a demand fee is applied in

the amount of $75.After making the first 2 quarterly payments, the

homeowner failed to make another payment for 9 months.  When a

payment was finally made, it was short by $195. This pattern of inconsistent payments

has continued over the course of 7 years. The homeowner has accumulated 13 late

fees and 2 demand fees due to non-payment for extended periods of time. 

In addition, their tenant continues to violate the C.C. & R.'s and, as a

result, has accumulated 4 fines (one was waived).  Fines for violations

only occur after notices are sent requesting compliance or a written

dispute.  In this situation, neither

occurred, and the infraction continues. If the homeowner does not want to pay future fees,

assessments must be paid on time each quarter they are billed. And it is

imperative to educate their tenant on the C.C.& R.'s so that they

comply with the Rules & Regulations of the community, thus avoiding any non

compliance fees.
The authority to assess and waive fines or late/collection fees lies

with the Board of Directors, not Ogden.  The homeowner has not contacted the Board or attended a meeting to

discuss these issues.  What they are

requesting is not within our authority to grant. 
Thank you,
Lori T. P[redacted]
Executive Vice President

The initial roof leak was repaired as scheduled.  The tarped area (2nd leak) could not be completed at the same time as it requires extensive repairs (3-4 day completion).  It is scheduled to begin on Monday, December 29th.  The tarp has and will remain in place until the final repairs are completed to ensure there is no further damage should we get unexpected rain.This second repair should not in any way hold up the interior repairs. All of the interior work should be progressing as was agreed upon by the homeowner, contractor, and insurance company.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The residence has not had the roof repairs completed as of 12/22/2014. After contacting the HOA ([redacted]) to inquire about the status, she reported that the repairs had been completed on 12/15/14, which they were not. The residence is still covered in a tarp and my wife and I have been by the residence numerous times each day since we have been displaced from our home. Other homes in our community have had roof repairs completed since the initiation of Revdex.com involvement, including one residence that had filed a claim with the HOA after 12/7/14.

Regards,

Review: After numerous attempts over several years of owning a home under this HOA, I have fraudulent late fees that have been addressed without any contact or resolution. In addition, recently fraudulent charges have been made against the tenants residing at this address. Please be advised, these errors were also pointed out to the inspector and the HOA was contacted with no avail.Desired Settlement: I want these inaccurate charges reversed, threats and actions towards liens to stop, and I also don't want them harassing the tenants in the future.

Business

Response:

This homeowner signed documents at closing

(12/08) acknowledging that the home was in an Association with quarterly

assessments in the amount of $96. In addition, every homeowner receives a

Welcome Package that outlines, among other pertinent information, the

collection policy. The collection/late fee policy states that any assessment

not received by the 30th of the month due is subject to a $15 late

fee. This fee is assessed for each quarter that an assessment is not

paid. In addition, after 60 days of non-payment a demand fee is applied in

the amount of $75.After making the first 2 quarterly payments, the

homeowner failed to make another payment for 9 months. When a

payment was finally made, it was short by $195. This pattern of inconsistent payments

has continued over the course of 7 years. The homeowner has accumulated 13 late

fees and 2 demand fees due to non-payment for extended periods of time.

In addition, their tenant continues to violate the C.C. & R.'s and, as a

result, has accumulated 4 fines (one was waived). Fines for violations

only occur after notices are sent requesting compliance or a written

dispute. In this situation, neither

occurred, and the infraction continues. If the homeowner does not want to pay future fees,

assessments must be paid on time each quarter they are billed. And it is

imperative to educate their tenant on the C.C.& R.'s so that they

comply with the Rules & Regulations of the community, thus avoiding any non

compliance fees.The authority to assess and waive fines or late/collection fees lies

with the Board of Directors, not Ogden. The homeowner has not contacted the Board or attended a meeting to

discuss these issues. What they are

requesting is not within our authority to grant. Thank you,Lori T. P[redacted]Executive Vice President

Consumer

Response:

November 9, 2015To Whom It May Concern,There is no dispute about the first and second quarter dues. It is correct that I made payments for the first quarterly dues, for which an invoice was received. However, I did not receive another invoice until the 4th quarter bill. This invoice included the 4th quarter dues, as well as dues for the quarter I did not receive. This bill was paid in total and on time, as all subsequent invoices have been paid. I have disputed all additional fees that were not legitimate, while I continued to pay all quarterly dues of $96 on time. Accurate billing records for the HOA should reflect these payments have always been made on time. My banking records will reflect the same; that all quarterly dues were paid on time. In addition, correspondence disputing any discrepancies should also be on file with the business. Unfortunately, residing out of state I am unable to address these matters in person nor attend the HOA meetings. It would seem to be a good option if I were living in the area since other attempts to resolve this matter went unanswered. The neighbors have informed me that they, too, went through a similar situation and were able to resolve the discrepancy in person at the HOA office.In the matter regarding the CC&R violations, they have been addressed numerous times with the HOA by the tenants. Again, I state they have not only contacted the HOA, but also proved to the inspector that the trash receptacles in question do not belong to them. All receptacles have been removed by the residents when returning home with their children from school between 4 and 5pm on the day of trash collection. They are completely aware of the situation regarding trash collection. We discussed this when the first notice was received to which they responded promptly.At no time have I ever been informed that I am not contacting the appropriate person AT OGDEN. I have not received any returned phone calls or written responses from them until now. All my correspondence has been directed to whomever I have received any notice from. I'm uncertain who is actually responding to this complaint; the Executive Vice President of Ogden? I am extremely pleased to finally have received a response by having contacted the Revdex.com. I am feeling confident that they will quickly resolve these issues, and I’m looking forward to finally having resolution in these ongoing matters.Sincerely,[redacted]

Review: Ogden & Company is the management company for the HOA Peoria Estates in which I reside. My tile roof was damaged by painters contracted by Ogden & Company and Peoria Estates. Ogden is responsible for the maintenance of our property and the roof maintenance is their responsibility. I have been in contact with Ogden's Community Manager for our HOA, requesting tile replacement of the damaged tile (one tile) over six times in the last year. I have received promise after promise that the repair would be made with no follow through on their commitment.Desired Settlement: I want the damaged tile REPLACED. I pay my association fees every month to cover this type of maintenance. I expect Ogden & Company and Peoria Estate HOA to follow through on their responsibility.

Business

Response:

This homeowner is confused about who is responsible for the roof maintenance and who enters into the contracts for the community. The responsibility for both are the Association and Board of Directors, not Ogden. We are simply the agent for the Association, meaning that we carry out the requests and decisions of the Board of Directors. With that said, I did check into the issue and confirmed that the tile had been repaired and there is no safety or maintenance issues with the repaired tile. This complaint is about what this one tile looks like to the homeowner when she looks out her upstairs window. It is not visible from any other area. The replacement or relocation of this single tile for aesthetic reasons has been communicated to the roofer. Since it is not a safety or maintenance issue, and it is one tile, the roofer put it on the schedule to address when he is out in the community for other repairs to avoid an additional trip charge for something that is not a safety concern or an eyesore in the community. He is scheduled to be at the property this week, at which time he will relocate the tile and place a nicer looking tile in it's place. Thank you.

Review: Ogden and company manages a portion of my community's HOA that covers repairs to roof damage. My wife and I originally notified [redacted], the HOA representative for our community, the company of a roof leak on September 8, 2014 and have been trying to get our roof fixed since then. We inquired about the status of the roof repair on September 17, 2014 and inform them that a portion of the ceiling was now sagging. At this time, we also notified [redacted] that only one roofing company had come to our house to provide an "inspection". This company arrived, looked at the ceiling in the kitchen and was gone within 5 minutes. We inquired about the status of the roof repair again on October 13, 2014 and were informed by [redacted] that the repairs had been approved by the HOA Board and were now waiting to be scheduled. On October 23, 2014 we were informed by Ogden and Company that the repairs were to be scheduled "ASAP". We are now three months past the initial notice we sent to receive roof repairs and have had three more storms since the initial notice that created enough rainfall to seep from the roof and into our kitchen. At no time between September 8, 2014-December 3, 2014 had anybody come to the house to place a tarp or any device that would prevent further moisture from entering our residence.

On December 4, 2014, Mesa received more rain, enough to leak through the roof and into our kitchen. My wife contacted [redacted], and requested that something be done to prevent further water from leaking into our home. At this time [redacted] dispatched a restoration company who arrived and identified that an extensive amount of moisture had seeped into all the walls of our home, not just the kitchen as had originally thought. The restoration company brought in 26 fans and 4 dehumidifiers to dry out the residence. My wife notified [redacted] that the restoration company had arrived and began the dry out, [redacted] reported that she was out of the office sick for the remainder of the day but would be in touch on Friday, December 5, 2014. While the fans and dehumidifiers were running, the internal temperature in the house reached 97 degrees. The restoration company returned later that afternoon to install a tarp onto the roof of the town home. The restoration company returned the next day to begin plans to open the walls of the home and remove anything that had been exposed to and damaged by the moisture. The workers began cutting into the walls and ceilings on Saturday and continued to work for 3 days to remove all of the damaged walls and dry out the home. During this time, the restoration company recommended that we not live in the home due to the high heat levels, increased dust and debris, and so that they had enough room to move our furniture into the center of each room in order to cut into the walls. At this time we were required to contact our private home owners insurance who then approved payment for us to stay at a hotel with out two dogs due to the uninhabitable condition of our home. [redacted] did not contact my wife as promised on Friday, December 5, 2014 and my wife had to reach out to her on the following Monday, December 8, 2014 to inquire about what would be covered by the HOA. During this phone call, [redacted] reported that she was unsure about what all would be covered and would need to reach out to the restoration company for their assessment. My wife provided [redacted] with our private home owners insurance information and notified [redacted] that our private insurance agency would be sending an adjuster to review the home on Wednesday, December 10, 2014. [redacted] reported that she would contact the restoration company to get a better understanding of the damages and would contact my wife by the next business day. [redacted] did not contact my wife either by phone or by email. My wife emailed her again on Thursday, December 11, 2014, on this same day, I left her a voice message requesting a return call.

The restoration company is now waiting for payment to complete the repairs to the home and have not been in the home to complete any repairs for 3 days. Meanwhile, I have been displaced from my home for a week while the repairs are waiting to be completed because the home is uninhabitable. I am now in limbo waiting on Ogden and company to file a claim through their insurance to pay for the repairs as outlined in our HOA CC&R's. I have now also left a message at the Ogden & Company's corporate headquarters in [redacted] to try and receive some sort of resolution.Desired Settlement: For Ogden and company to file a claim through their insurance to cover the extensive damage and repairs to the home as outlined in our HOA CC&R's.

Business

Response:

In response to the complaint filed by Mr. [redacted], I would like to submit the following information explaining the circumstances surrounding his roof leak and subsequent damages. As a result of unprecedented rain storms this year, many of the communities suffered extreme roof and building/stucco leaks. Desert Springs was among the communities with a number of reported leaks. All reported leaks were submitted to the roofing company for estimates for repairs. Unfortunately, due to the high volume of repairs, the roofing company was not able to provide the estimates very quickly because the work load was higher than anyone could have planned for. Before the community manager could get final approval from the Board of Directors for the estimate of repairs (which is required before she can schedule the work) another storm hit The Valley. No further damage to the [redacted]’s unit was reported at that time. Once the Board gave approval, the repairs were added to the roofer's repair schedule. The community manager did assist with the coordination of the restoration company and was exchanging email communication with Mrs. [redacted] throughout. The restoration company found the additional damage once they were in the unit performing repairs. She was also in touch with both insurance companies involved with the damages. The communication may have lacked during the waiting period; however, the earlier communication would not have changed the outcome, as she was still waiting for approvals, repair schedules, and feedback from the insurance companies. Due to the high volume of repairs the roofer was trying to complete, the schedule to complete the work was changed a number of times. This was out of the Community Manager’s control. The manager also scheduled to have the unit tarped before this last rain storm. All repairs are scheduled to be completed this week.The Governing Documents for the community require the Association to provide insurance and repairs for the exterior of the building and the interior only up to the unfinished walls (drywall). The Association’s coverage does not cover weather related damages. All homeowners are required to carry their own policy for coverage for the interior finishes and contents of their units.The Association will be directly paying the expenses for the roof repair and interior repairs up to and including the drywall. Any additional repairs are the responsibility of the homeowner.We do truly sympathize with the owners and understand the frustration. However, this was not the result of negligence. It was the result of freak weather conditions and unusual circumstances causing longer than usual repair times.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The residence has not had the roof repairs completed as of 12/22/2014. After contacting the HOA ([redacted]) to inquire about the status, she reported that the repairs had been completed on 12/15/14, which they were not. The residence is still covered in a tarp and my wife and I have been by the residence numerous times each day since we have been displaced from our home. Other homes in our community have had roof repairs completed since the initiation of Revdex.com involvement, including one residence that had filed a claim with the HOA after 12/7/14.

Regards,

Business

Response:

The initial roof leak was repaired as scheduled. The tarped area (2nd leak) could not be completed at the same time as it requires extensive repairs (3-4 day completion). It is scheduled to begin on Monday, December 29th. The tarp has and will remain in place until the final repairs are completed to ensure there is no further damage should we get unexpected rain.This second repair should not in any way hold up the interior repairs. All of the interior work should be progressing as was agreed upon by the homeowner, contractor, and insurance company.