Omni Community Association Managers, LLC

We have had several communications with this owner over the yeas (and/or the owner's spouse or child, we've received different information at different times), regarding the assertion that the owner was not required to be a member of the Association Deed Restriction filings made in the - time frame, combined with Ohio's adoption of the Planned Community Act in 2010, resulted in the Association's determination that all home owners in *** Farm, including owners in Section (where this owner's lot is located) are required to be members as of, at the latest, Even so, dues assessments on this lot did not commence until and have never been paid by this owner There have been two lawsuits filed affecting this issue, in the first of which the Association's claim was found to be correct, that all Section owners are required to be members and pay dues The second found otherwise, and is still pending appeal rights If it is ultimately determined by a Court of Final Jurisdiction that this owner was not required to pay dues, a refund will be issued The only finalized court action to date, says otherwise, which is why payment was required under the terms of the Association's documents and Ohio law

[redacted] is an owner in one of our managed communities The generic complaint that we "refuse to obey our contract" is difficult to respond to, but the specificity of her "Desired Settlement" (...we want speed humps and excessive parking to stop...) reveals what she's really concerned about She is correct that we have received several complaints over the years about speeding in [redacted] In fact, in on behalf of the community we petitioned the City of [redacted] for the installation of speed bumps The City controls the streets, the HOA has no power or right to install speed bumps, or to regulate parking in any way, shape or form [redacted] was advised of this in writing, within hours of her only communication to Omni regarding her complaint about speeding and parking in the community In in response to our request of the City, the City actually performed a traffic study and determined that the main drive into [redacted] qualifies for speed bumps, and installation locations were designed However, the City of [redacted] requires as a pre-condition to the installation of speed bumps, that at least 70% of all property owners who live adjacent to the area in which the speed bumps are proposed for installation, must consent in writing to having them installed We sent a direct mailing to all owners whose input was necessary, including the documents from the City that described the process and requirements, a simple ballot for people to "vote" on having the speed bumps installed, and a self-addressed stamped envelope for their use in responding The people in front of and adjacent to whose homes the bumps were proposed for installation, overwhelmingly elected to not support the installation of the speed bumps I'm sorry that [redacted] (who moved into the community in according to our records) was not aware that a significant effort was made to accomplish exactly what she wants, but that it failed because enough of the others in the community disagree Until and unless there is significant support from the owners most directly affected by the installation of speed bumps, the issue can't be revisited

I am sorry that Ms [redacted] feels she is being "harassed" by being required to follow the rules that were put in place by the developer of her subdivision Omni had nothing to do with the decision being made to require, as she states, that trash cans have to be "inside of an approved structure" or "screened from view." Those rules were put in place through deed restrictions that were recorded prior to her purchase of her home, and she bought her home subject to an obligation to follow those rules Our job, as the HOA's manager, is to enforce the rules We don't have the power to ignore rules we might not like, and we don't make the decisions for the community -- we serve at the pleasure of the Board, and take our instructions from the Board, and one of those instructions is to send violation letters to owners whose properties do not comply with the requirements of the deed restrictions A complaint against Omni, made because Ms [redacted] doesn't like the fact that she has to follow the rules of her community, is not reflective of anything negative about Omni, it simply shows we're doing our job Because the trash can screening issue has become a sizeable issue in her community, we have agreed to reduce the processing fee for Design Review applications for trash can screens for the next month or so, to less than 1/of the amount Far from harassing, we are doing our best and effectively sharing in the cost of seeing the community's appearance improve That should boost values and make owners happy

My credit score is over an I do my my bills on time when they are mailed to the correct address which in the past psam did not Regarding your non profit status, why is it your website offers for a referral, that seems counterintuitive for a non profit organization to offer kickbacks That's not the point thoughThe person was rude and argumentative on the phone with me which I don't tolerate I sent the bill the day I received it If you delayed your processing of it on either end that is not my issue, yet you feel it appropriate to charge a late fee As a non profit, who does that late fee go to? My community, surely not I believe you send the bill for the hoa in a tardy fashion to induce late fees to your non profit entity that profits off of said late fee You also charge fees that are quite high to pay via credit card, which a non profit shouldn't profit off of a merchant account that you more than likely receive proceeds from as well that don't go directly to the HOAAlso, I'm quite certain a pool can be run without a heater for 10s of thousands less than whoever you are paying to do it Again, that's moot But maybe your non profit HOA could actually solicit bids or more bids for this work Try harder to negotiate contracts instead of illicit and unfounded late fees for not mailing your invoices in a timely manner or letting your mail sit in the outboxThis is bucks I honestly could care less about bucks, but in principle your organization is doing people wrong Just like countless other HOA companies out there that are easily found online when doing research about how HOA companies conduct their business practices Next time I am in that area I will make sure to drive by the pool that I think somehow has taken around a million dollars to maintain without a heater and laugh

Naturally we are not happy when any of our customers is dissatisfied with the procedures and policies of managing their community However, this particular owner raises issues that simply do not warrant a complaint that we have done anything wrong Annual invoicing was done on April 6, 2015, payment was not received until May Yes, the face of the invoice says that it is due "Upon Receipt" instead of containing a specific "date", but it also says that if payment is not received and processed within days, late fees and interest will be charged Supplemental to the information on the face of the Statement, we pay to print and deliver a full color newsletter that also warns owners that payment has to be received and processed within days of the invoicing date, or late fees will be charged This concept is not foreign to Mrs [redacted] , as she and her husband incurred late fees in and 2014, and only avoided them in and because we delayed charging them (in those years their payments were also 'late,' but received before we assessed the late fees) Each time late fees have had to be charged to their account, the [redacted] have called in, yelled at our staff members and hung up the phone, usually accompanied by threats, i.e"...if you don't remove the late fee we won't pay anything..." or this year, "...remove the late fee or we'll complain to the Revdex.com..." The [redacted] ' account was late, approximately days having passed after invoicing, when the late fee was assessed As a matter of coincidence, their payment arrived at the bank processing center in Arizona on the same day the late fee was charged, but processing is done on an automated basis at the end of the day and account posting that reflected receipt on 19th of May actually hits our system on the 20th The late fee was charged and mailed before the payment was actually processed, even though both events show the occurrences on the 'same date' This was not a case of us 'jumping the gun and charging the late fee before it was appropriate,' the late fee could have been charged almost weeks earlier when the [redacted] ' payment became 'late' Every owner in the community (and frankly almost every owner in virtually all communities we manage in a state area) received the same type of Statement, saying payment was due upon receipt and would incur late fees if not paid within days -- and the vast, vast majority of owners have no problem understanding and making timely payment Especially having been so upset about having late charges last year and a few years ago, the [redacted] should have had no problem understanding that they were at risk for a late fee when they waited almost days to pay a bill marked "Due Upon Receipt."Omni has managed this community for several years We regularly attend meetings, and are in the community approximately every days The [redacted] did not attend the recent Annual Meeting of the Association Names of candidates for Directors are not included on the Annual Meeting Notice, because candidates are nominated from the floor at the meetings Ms [redacted] 's call was forwarded by our Community Manager assigned to the subdivision, to our Accounting Department, because the issue is an accounting issue not a site management issue Pursuant to the Association's published and consistent policies on late fees, the fee will not be waived on the [redacted] ' account They can avoid these types of charges in the future by making full, timely payment of their account

Mr [redacted] 's issues point to several areas of confusion about what should be a fairly simple process Yes, we invoice times per year in his community -- we recommended this to the Board (and the Board agreed) when the dues increased from $per year to $per year, and the belief was that it better served the owners to spread out the payment obligation rather than invoicing for a single, $payment He is the first and only person to complain about this decision (a decision, by the way, which costs us more to implement because of additional mailings and processing, costs which we have not passed along to the community) If he prefers to pay $in a lump sum, or even to spread it to two $payments, he is welcome to do so as long as he meets the minimum quarterly amount that the invoices reflect -- and therein lies the problem in this case Although the [redacted] s moved in to the community in February of 2014, they did not pay their second half dues They were invoiced in July, and again in October for the $quarterly dues amounts (the first half of the year was paid at their closing) They made no payments toward those invoices As a result, in December of they received a $late fee; meaning they started already owing $before the first quarterly assessment was even invoiced They paid $in January, covering the delinquency, but they did not pay the first quarter dues which were invoiced two weeks before they paid their balance The second quarterly invoice for was sent April At that point, their account balance was $(we had not charged a late fee yet even though the first quarter dues were months late) By the time the [redacted] s made their first payment toward their dues ($paid in June, months late for Q1, month late for Q2), a late fee had been charged In like fashion, the third quarterly assessment, dated July 1, did not get paid until the end of September, by which time it too had incurred a late fee (and they had incurred an additional fee for having a legal warning letter sent to them) They paid their balance, which covered the third quarter assessment, late fees, interest and legal warning letter fee, on September On October 1, the fourth quarter invoice for was issued As of today it has not been paid and has incurred a late fee and interest.The comment that "working with Omni has been an absolute nightmare" is curious, in and of itself, because during the entire timeframe described above, we have had only two calls (both on the same day and within minutes of each other) from the [redacted] s Mrs [redacted] called shortly before we received the payment referred to above in late September (and before the fourth quarter was even invoiced) She was told that the payments they had made in had been applied first to the unpaid balance, then toward dues, explaining why they still had a balance She then spoke with her husband, called us right back and asked to have all late fees and collection charges removed from the account She was advised of our policies, and within a matter of several days we received payment Since that time we have received no communications from the [redacted] s.Relative to the "...they never send you a bill..." comment: we invoice using a document titled "Statement" because it shows not just the 'new' currently invoiced amount, but also previous balances and any payments applied It refers to payment being due 'immediately,' shows the balance due, and cautions that payments not received within days of the billing date (shown right on the front of the Statement) will result in a $late fee It is a "Bill" in every sense of the word The referenced Statement that is sent 'a month later' was either a late fee Statement, or a Statement sent when they made only a partial payment in June, reminding them that they still had an unpaid balance on their account So, from the standpoint of the financial aspect of Mr [redacted] 's "complaint," the problem arose when he failed to make dues payments for 2014, and failed to make payments in in a timely manner The request that the balance be removed is essentially them asking that the non-payment be rewarded by the removal of part of the charges We don't have the authority to do that, and would not do it even if we did.Regarding site conditions, we've received no complaints from the [redacted] s, and his comments appear more to be an effort to make his Revdex.com complaint appear more substantial Lights were out at the entrance for a short period of time as a result of construction activity We visit the subdivision every days to inspect conditions, AND have a third-party company do lighting inspections specifically to ensure continuing functionality and operation of the lights The Association has no responsibility (or right) to handle private lot maintenance on 'unoccupied lots' The reference to "...homes have been allowed to be build (sic) that cheapen our neighborhood..." is a reference to a builder that did not follow the requirements of the Deed Restrictions for prior plan approval, and who was sued by the Association as a result Changes were made on some of the items involved, and a Court order allowed the home to remain in its condition Contrary to the inferences in Mr [redacted] 's complaint, we are actively involved in providing the environment in which he can say he's happy with his community."...Nearly every homeowner in our neighborhood..." -- if Mr [redacted] is an elected spokesperson for everyone, that has happened without our knowledge He should know that several of his neighbors have communicated thanks to us for the quality of the job we do Some have had site issues, or payment issues that have had to be resolved, but all have been handled in a professional and courteous manner We regret that Mr [redacted] is as upset as he is by the problems that have resulted from his non-payment and late payment of his billsHe needs to know, however, that "getting rid" of Omni will not remove the Association, it will not change his obligation to pay his assessments, and he will still see consequences if he continues to not pay, or pay late

: Again the company is not addressing the issue at hand as to contradictory language on the invoicing statements it sends out The newsletter does not publish a fee and fine schedule, only the assessments for dues I would now also like to have a copy of the contract and service level agreements for our neighborhood with Omni.As to the account in question:The late and statement fee that has a ledger date of 3/29/and 5/25/totaling $was paid on June 6th in fullThe 2nd half assessment with a 6/3/ledger date that has a balance of $is scheduled for payment before any late fees would be assessed Regards, Paul [redacted]

I wrote and posted a lengthy response to this complaint several days ago I'm disappointed the Revdex.com's system apparently did not function properly when I took significant time to research the underlying allegations and respond to them In any event, I have, since then, exchanged a series of e-mails with Mr [redacted] reviewing the items raised in his complaint, explaining that we don't get to "pick and choose" which signs we like and allow to stay, by comparison to those we don't like and ask to have removed -- instead, virtually all signs are prohibited by the deed restrictions applicable to his community, and even if we 'agree with the message,' we are required to send notice that the sign must be removed We communicated about, and I believe he understands now, our billing procedures and policies, and why we have them; and I have the impression at this point that, although he still may not like what the rules require or how billing procedures affected him, he understands and does not feel that we are "little hitlers" anymore, and I believe he appreciated the time taken to communicate and explain matters to him He can confirm or challenge my perceptions if he feels additional communication is desireable

I don't know where the concept came from that the bill was "due on the 15th." The annual invoicing occurred on April 2. On its face, the invoice noted that payments not received within 30 days would incur a late fee. A separate, full-color newsletter was sent that included the following language: Dues are payable upon receipt and will incur late fees if not received and processed within 30 days of the statement date. The 30th day after the statement date was May 2, not May 15. The newsletter also contained references to the various methods that could be used to make payment, including online by use of Caliber Web. Mr. [redacted] 's payment, mailed on April 30, was timed to risk a late fee even if no Post Office mishandling occurred (delivery 2 days later would have been the 30th day, and if the mail took 3 days, it would have been 'late'). We delayed assessing the late fee an additional two weeks beyond the due date, and as of the 14th, his payment had not yet been received. Mailings are clear and contain cautions regarding late fees for untimely payments. Mr. [redacted] 's payment arrived approximately 45 days after the statement date, and the fact that the late fee was assessed the day before his mailing reached the bank simply means its arrival was after the end of a generous "grace period". Our policies are clear in such circumstances, and have been published and explained. We regret that he is unhappy with the consequences.

I was expecting Mr [redacted] 's complaint, as he is an admitted member of the "give me what I want or I'll complain to the Revdex.com" club To aid in his understanding, our A- rating is based largely on the fact that we have, under management, approximately 25,homes and units That means, that in a year period, there are 75,billing interaction opportunities with our customers based on a once-per-year billing assumption, and in fact many of our managed communities have monthly billing, many others have quarterly or semi-annual billings Adding in violation communications, meetings, neighbor disputes and the other realities of our business, there are well in excess of 150,communications exchanges between our personnel and homeowners in the Revdex.com reporting period Thirty complaints in three years, out of more than (conservatively) 150,customer interactions, represents a dissatisfaction rate of two ten-thousandths That's Add to that reality, that our business consists of billing people for amounts they don't want to pay, and telling them they have violations on their properties that have to be removed, and it is abundantly clear that if we did not have exceptional customer service, and exceptional communications skills, and a deep care for the communities we manage and the people who live in them, there is no way we could have the infinitesimal complaint rate described above We are not "Revdex.com Certified" by choice I personally have philosophical issues with an organization that has, as part of its quality rating system, consideration of whether the company pays a fee for the rating I have agreed many times to submit to Revdex.com policies and procedures, including its arbitration system, but I refuse to pay for a rating.Regarding Mr [redacted] 's "complaint," it can be put simply that some people equate "poor customer service" with "not getting the answer they wanted." In Mr [redacted] 's case, he communicated directly with the two chief executive officers of our organization (tell me how often that happens when someone calls any other business), and was told consistently and concisely that the issue he was complaining about is not a simple one, and that our policy has been developed over years in an effort to be as fair and reasonable to all owners in our communities as possible Yes, unfortunately he "drew the short stick" with regards to being one of the people for whom the Postal delivery service (not Omni, the Postal Service) failed him We explained that the alternative choices we have include charging everyone more to cover the costs of the work we have to do in instances when some people don't get their mail, which is not an attractive solution to the vast majority of owners who receive their mail and pay their bills timely We also explained that our policy also addresses the reality that if late fees were not consistently enforced, the ability of a community's HOA maintaining a priority for timely payment would suffer substantially Our policy is explained in detail on our Help Desk Knowledgebase, accessible at www.omnihoa.com Mr [redacted] doesn't like the policy, any more I suspect than he would like, as someone who paid on time and in full, having to pay more in his annual dues if the reason was that we are waiving the late fees that otherwise would have been charged to his neighbors He is correct, we could add roughly $to $to everyone's bill to send all of the bills certified, the purpose of which would be to protect the small number of owners who claim not to have received the mail Put as concisely as possible, our policy is the best choice among no perfect choices If Mr [redacted] has a reasonable alternative (not one that increases everyone's cost by almost as much as the individual late fee would be), we would be happy to consider it.I am compelled to note the lack of credibility that flows from his name-calling ("shady", "money-hungry leech", users of "fringe legalities" in a "barely legal" business) without an iota of knowledge of "what kind of people we are" I am personally adding his name to the prayer board we maintain in our office for those in our communities who are in need of prayer coverage He is invited to visit our office and observe how hard we work to address the needs of our communities, how personally we take the struggles of the people with whom we interact on a daily basis, and fight to be of service to them Just as a caring parent must sometimes say 'no' to a child who doesn't understand why he/she can't have his/her way, we are sometimes compelled (for legitimate and explained reasons) to say 'no' when a customer calls and asks for fee waivers That doesn't make us bad people In fact, I've had many instances of owners in our managed communities who have worked closely with us (mostly elected Board members) coming to me to ask for a job because of the quality of the organization and of the people working here And I long ago lost count of the people who had an experience like Mr [redacted] 's, who later ran for and got elected to their Board with the goal of changing managers, who then got to know us, understand our policies and reasons for them, and who then endorsed us strongly as the best management solution for their community.I regret that we had to say 'no' to Mr [redacted] because we never 'want' anyone to have to pay a late fee, especially if the reason truly was a matter outside of anyone's control But under the policies we've enforced as evenly and equally as possible for several years, we had to say 'no.' I regret more, that he equates being told 'no' with the concept of 'poor customer service.' In that, he's simply wrong

First of all, I am on the deed. The auditors online records don't have access to list 4 people on a deed(you guys couldn't take the time to actually look up the deed?). In terms of the "3" letters I received, I only actually received 1 before the complaint, a 2nd arrived today actually (with what do you know, a 2nd late fee). Imagine being forced to do business with a scam company who on their first notice of a bill that you didn't know existed sent you a late fee on said bill. Sounds illegal, right? Then, when you contact them, the person that answers the phone is condescending and treats you like trash. Then, they have the audacity to respond through an agency with yet another condescending response. All the while, there has been no actual benefit for where my money is supposed to be going. They recommended that I log onto their website and all I can find is a bill, no actual documentation where I can attend any meetings or what benefits they provide for me. So no, all in all, there is no on going business between myself and anyone that they are pawning the buck off on. Someday, I hope I can randomly bill people for no service and put a late fee on the bill.

Our records do reflect that Ms [redacted] contacted us in April of 2017, after she received the Legal Warning Letter that was the source of the fee on her account that carried forward from into Legal Warning Letters are sent after an account has not been paid within days following the original invoicing (sent January 20, 2017) and an additional days has passed without payment being received after a reminder statement (with late fee assessed) is also sent (sent March 8, 2017) That reminder cautions that payment needed to be submitted within days to avoid having the account referred for legal collection, including the imposition of the $Legal Warning Letter fee days after the late fee statement was sent was March 23, The Legal Warning Letter was not sent until April 18, 2017, giving her more than weeks of a 'grace period' as measured back to the late fee statement before the additional charges were added to the account, in spite of her being informed that she had to make payment by March When she called on April 19, Ms [redacted] was told to allow a few more days to pass before stopping payment on the check she said she had mailed, and in fact, her check arrived at the bank's dropbox location in Arizona later that day, and was processed Her check (copy attached) was dated April 7, 2017, approximately weeks after the date by which payment had to be made to avoid the Legal Warning Letter Regrettably, the check did not arrive before the Legal Warning Letter was actually sent and the charges had been added to her account The Legal Warning Letter had a Statement attached to it that showed the full balance owed, including the charge for the Legal Warning Letter itself That means that when Ms [redacted] contacted us with the Legal Warning Letter in hand, she had a Statement showing a balance of $on her account Her April check, received April 19, was in the amount of $169.34, leaving an upaid balance on her account of $(the Legal Warning Letter fee, plus accrued interest) Simply put, Ms [redacted] waited too long, beyond the dates she was specifically advised by which payment had to be made, and fell victim to the fact that her check didn't arrive for processing until after additional charges had been placed on her account Because she waited too long to make payment, additional work had to be done, the account was referred for legal collection, costs were incurred, and the charges can't be reversed since her own check shows that she didn't make payment until well after the date by which she was told payment had to be made to avoid those chargesI am not clear on the statement that Ms [redacted] had to call times to reach someone at Omni to discuss her account Our phone system gives every caller the option of leaving a message if an operator is not immediately available The operator she did speak with did give her the correct answer (no adjustment could be made), an e-mail was sent confirming that answer, and the need for multiple phone calls appears to be her additional efforts to get a different answer It is not a "lack of real assistance" to provide the correct answer to a question when it is asked, the true complaint appears to be that the answer that was desired was not given The issue was actually "resolved" on the first attempt, Ms [redacted] just didn't like what that resolution was Given proof that payment was made or even legitimately attempted prior to the date on which payment was due, adjustments could have been made to the account (and Ms [redacted] was told that in an e-mail from our accounting office) But her own check reveals that payment was not timely tendered, and as such, no adjustment can be made

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: I am rejecting this response because:This response does not solve my issue as I was told by the representative that the late fee would be charged when the bill was late and that the bill was considered late on the th of May but the late fee was charged on the th of MayI will pay the late fee so no more fees will be charged but grouping all situations into a general response is a poor business practice knowing that all situations can differ and not processing a bill for two weeks after mailing so that a late fee can be incurred is the outlook I take away from this issue Regards, Dereck [redacted]

I believe this customer's issues have been resolved through additional communicationsAlthough Ohio law does limit our ability to provide information regarding enforcement activity related to any other property owners, the general processes that the Board has approved for Omni to use have been explainedTo my knowledge, her concerns have been addressed and she is satisfied that there is no 'secrecy' involved, just a misunderstanding when she called in, as to what information she was looking forIf she requires further answers, we will do our best to provide them to the extent we are not limited by legal requirements not to disclose

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: There needs to be another effort to put speed bumps in our communityyears later we have had people come and go people in this community want them put in I know for a fact
Regards,
*** ***

I am truly sorry that *** *** feels the way she feels, but most of her complaint arises from a lack of knowledge, or lack of understanding, about her home, subdivision and Omni's role in her homeowners' association. First, Omni does not charge homeowners at all, her Association charges
her for her share of the costs of the maintenance of common areas and operating costs of amenities, including a private swimming pool. The dues amount is established by the Board of Directors of the Association, not by Omni -- Omni simply processes the paperwork to mail the dues invoices on behalf of the Association. The dues amount in the community is $per year for a subdivision with multiple ponds with fountains, large open space areas that have to be mowed, and a swimming pool with a pool building that sits on a acre site the Association maintains. The pool is large enough to require (by State Law) lifeguards on site any time the pool is open, and the budget for operating and maintaining the pool is over $60,per year all by itself. The large open spaces the Association has to maintain costs over $70,to maintain. The costs are regularly bid and are reviewed and approved by the Board (not by Omni), in an effort to keep dues as low as possible. For frame of reference, Omni manages several other communities that are close in proximity to her community, and without swimming pools or other amenities have annual dues that are in the same general range of what she has been charged (she benefits from there being many homes in the community among which the costs are divided and shared).Regarding pool passes, for many years we mailed passes, only to receive many, many complaints that people were stealing passes from the mail or that the mailings weren't arriving or were damaged by Post Office equipment in processing. Approximately or years ago, Omni adopted the process by which passes are hand delivered to the subdivision. We send personnel on two different days for hours time frames (and do not charge extra for the service of doing so), to ensure delivery of the passes. I regret that *** *** is apparently one of an incredibly small percentage of the owners in the community who can't find a way within hours of opportunity on days, to pick up her passes. The process we adopted has resulted in the successful delivery to 98%+ of the owners in the community of their passes, with minimal inconvenience to anyone but us. The process may not be "perfect" for "everyone," but *** *** is in a significant minority in finding it to be "incredibly hard to retrieve" passes. The vast majority of owners picking up their passes are a joy to interact with, and happy with the process.Relative to the violation, pictures clearly show the side of *** ***'s house in need of maintenance. She has not been fined, but has received letters indicating that she needs to address the maintenance need AND TO COMMUNICATE WITH US UPON DOING SO. We have no record of contact from her on this matter (she did use our Help Desk system in to facilitate our hand delivery to her of her pool passes for 2016). We document calls and have the Help Desk site available 24/7, which she has used in the past, none of which shows any communication about the violation status. If she has removed the mold/mildew stains, we are grateful and there will be no further consequence.Finally, regarding the charges incurred in connection with her sale of her home, we have communicated directly with *** *** to advise her that the lender in her sale transaction is requiring us to certify documents and information to facilitate her closing. We do not do the work necessary to make her closing a success, and expose ourselves to legal liability for her benefit, without charging for those services. Candidly, this is the condition in today's lending environment, the aberration in this case being that we (Omni) charge significantly less for the service than virtually all other association managers (note, part of the fee charged is to a third party, not Omni, for processing the lender's requests). Far from "stealing" from her, or "looking to bleed people dry", we have undertaken to save her money to provide exceptional service. This far, we're also willing to ignore the fact that she has publicly defamed us (libel, slander) as an outgrowth of her lack of understanding. Instead, we will professionally and efficiently do what we always do -- charge less than our competition to proved great service while saving the owners in our community money. I would welcome and encourage *** *** to come to our office, meet the hard working individuals at Omni, and form a genuine opinion of who we are and what we do. I'm confident she'll be impressed. We certainly hope and pray for her happiness in her next home

it fails to address major issues with their billing statements and their lack of published fee schedule for fines and fees assocaited with late payments The fee in question was paid in full for the total amount invoiced A late fee of $and a statement fee of $was assessed after they received payment.The issue at hand is unclear language in their invoicing There is no invoice date on the invoice Line item charges have a ledger date, but the invoice does not have an invoice date Due date on the invoice is "On receipt," but language in the notes of the invoice species up to days to pay from the invoice date Language on the invoice has contradictory information on it.The second issue is that there is not a published fee and fine schedule for late payments, infractions to deed restrictions, etc The company should provide clear documentation on on these items.
Regards,
Paul ***

Annual invoicing in Mr***'s community was done March 13, and contained warnings on its face which were repeated in additional materials mailed with the invoice, that a late fee would be incurred if payment was not received and processed within days. We assessed a late fee to
his account when it had not been paid by April 17. His payment was received and processed on April 22, in an amount that did not pay the account in full. As a result, he was charged an additional $Statement Fee when we had to mail him another notification regarding the unpaid balance on his account. He called our office on June 3, and was verbally profane and abusive, repeatedly swearing at the young lady who staffs our Help Desk line, to the extent that she had to tell him that she would have to disconnect the call if he did not stop verbally abusing her. He continued to refer to "f*ing" this and "f*ing" that, so she told him she had to disconnect the call, which she did. It is difficult to respect his complaint about us to the Revdex.com as anything other than an effort to smear us, based on his behavior on the phone. Frankly, Mr***'s statements about us are defamatory (calling us "a sham", saying we charge "blood money" and "bilk people"), and we are considering legal action against him.As to the merits of his comments, we are merely the managing agent, not the decision-maker for his community's association. Contracts are reviewed and approved by a board of trustees, not by us, and the amounts paid are negotiated and cross-bid for validation of the competitiveness and reasonableness of the amounts to be paid. The work done in his community is inspected regularly, and has been pointed to by third parties as an exceptional example of how HOA site maintenance should be performed. The pool has been in place for many years, and has never been heated. The pool has significant attendance from other owners/residents in the community, and is recognized as a great amenity by the subdivision's residents (approximately 1,passes have been requested by owners this season so far) His original invoice was mailed along with all others in the community to a verified address at which Mr*** receives mail. The invoice mailed to him was sent to the same address as the late fee notice that he used to make his (late) payment. Neither the original invoice nor the late fee notice were returned to us by the Post Office. Under those circumstances and pursuant to published billing policies, his late fee will not be waived. Regardless of his perception and statements of his "credit-worthiness" and that he 'does not pay his bills late', his payment to the HOA was late, and this was not the first time (he also paid late and incurred a late fee a few years ago). The HOA is a non-profit Ohio corporation. As the managing agent for the HOA, we charge fees for services rendered, and Mr***'s failure to timely make payment on his account resulted in extra work on our end, resulting in the late fee and statement charge. He will continue to accrue additional charges on the account until it is paid-in-full. We regret that he is so unhappy with his community and angered by being charged a late fee, but we are not responsible for his failure to make his payment on time

Mr***'s 'rejection' is based on his continuing and incorrect insistence that he paid "in full and on time." He did not. The Original Statement itemizing his charges from his Association for the first half of is attached. It was sent to him February 25, with the specific statement in ALL CAPS that "...ALL ASSESSMENTS WHICH REMAIN UNPAID DAYS AFTER THE ORIGINAL INVOICE DATE ARE SUBJECT TO COLLECTION FEES." The Statement shows the invoicing date, and it was supported by the Newsletter for his community, a screen clip is attached from that newsletter showing again, that owners were instructed to refer to the invoicing date shown under the "date" column on the Statement, and that payment had to be received and processed within days of that date or late fees would be charged. His payment had to be paid and processed by March 27. On March the late fee was assessed and on March 31, seemingly in response to his receipt of the Late Fee Statement that was sent to him March 29, he initiated and completed an electronic funds transfer from his bank in payment of his bill (dues only, he did not pay the late fee). Attached is the Statement sent after his partial payment was received, showing the relevant dates, and the bottom line is that he paid late, and he did not pay in full. Repeated complaint that we do not have a "published late fee schedule" is a red herring -- the late fee was published on the Late Fee Statement sent to him prior to his making his payment of dues only. He knew how much the late fee was, he simply decided not to pay it, and that decision had consequences, in that he continued to have an unpaid balance that incurred an addition $Statement Fee when we had to process an additional Statement on his account. Informationally to Mr***'s inference that he does not understand the fee schedule applicable to late payments and non-payment: Mr*** currently has a balance on his account relative to the second half of dues, which was invoiced on June 3, 2016. That balance must be received and processed by July (which adjusts to July due to the holiday). If payment is not received and processed by that time, he will incur a $late fee. If he makes another 'partial payment,' he will incur an additional $Statement Fee. If he makes no payment at all, his account will be referred for legal collection, which begins with the sending of a formal Legal Warning Letter and which results in a $charge to his account. If he continues after that not to make payment, he is likely to be sued in Small Claims Court, a process which will result in at least $in additional charges to his account, and potentially more

I don't have your annual documents, I'm sorry about that, it would allow me to calculate my million assessment more accurately with the inclusion of the pool construction itself However, mathematically speaking, the community has been around for some time, and if you use addition...that's the plus sign on the calculator, you will see that nearly Million dollars has been invested in that pool since its inception which was the basis of the argument You aren't an accredited business with the Revdex.com, and that loses credibility right off the bat on how you actually conduct your for profit business of non profit entities Any company that cares about its reputation and credibility in dealing with a service of any form should be accredited with the Revdex.com Even your for profit not for profit type of profit company the does anything humanly possible to make a buck I'm glad you have references of my rudeness from years past considering I don't even recall ever speaking to a single person with your company I don't recall how long I have owned this particular home, but I honestly don't think I have ever communicated with anyone with your lovely organization before this instance I have, however, contacted the president of one of the largest homebuilders in the area that was a groomsman in my recent wedding and made sure that he thoroughly considerer other options on whom to utilize for HOA services, and to highly highly consider keeping them internal or with another provider in the future All over bucks This home is an investment property, and I could honestly care less about the pool nor the grass that gets cut around a month later than it should at the beginning of the year after the weeds get higher than the knees I simply sent in my bill the day I got it, and you are charging a late fee that is simply invalid I have personally digressed into my personal opinions of the premise of your business model, and for that I apologize Regarding your late fee, I 100% disagree with it based entirely on principle and the rudeness of the individual that spoke to me on the phone in an argumentative manner that I stated a simple fact that the day I received the bill is the day I mailed the bill out & yet I still am being incurred a late fee without any verification of when your parcel was delivered to me It's a great business model though, give little time to send in the payment, charge a late fee, repeat All in the name of the for profit, non profit servicer Oxymoron in of itself