Sharper Management, LLC

[redacted] was in arrears and in collections Any homeowner in collections must, per the Fair Debt Collections Act, speak through the Association attorney, not my staff Again, our staff cannot communicate with homeowners when they reach the FDCA rule of law Since the complaint, *** has paid off the debt and upon payment was immediately granted access to the documents and the homeowner web portal She has also talked multiple times to Tina and everything should be back to normal.Thank You, Dan

Initial Business Response / [redacted] (1000, 5, 2015/07/07) */ On Monday June 30th I spoke with [redacted] in different phone conversationsNot one time did I speak with [redacted] nor was he involved in our conversation at any point in time and any information he claims is hearsay from his wife Check # [redacted] was for their May association duesWhen I spoke with [redacted] this check was NOT posted on their accountI told her maybe it was posted wrong and I simply needed a check number and date it was cashed to track it downBecause they pay via bank bill pay - she did not have that informationI told her to call the bank and they would provide her with that informationShe kept trying to give me the "transaction number" that shows online when you do a bank bill payI explained this is NOT the check number and to please call her bank She finally called me back with check number and date cashedI told her I would call her back after doing some research and see if I could find this missing payment After searching online in our banking system - I found that the check was misapplied to account number and should be on their acct # [redacted] - AS you can see in the banking header on the attached check copy When I called her back to tell her I found the check she had done two things that I NEVER suggested she doFirst she put a stop payment on her June ck # [redacted] She was worried that one was lost - that the other must be tooShe also went to our online system and made a full payment for May - June - July dues in the amount of $ I asked her why as I had told her I was working on this and we would figure it outShe was very impatient and seemed very agitated her account was showing past due - even though I kept telling her we would resolve I was able to reverse the ACH payment she had made thru our online portal and change it to the requested $I told her to immediately call her bank back and to see if they could not do the stop payment on her June check as it was unnecessary She called me back and told me they had already put thru the stop and she wanted me to refund the feeI again stated that I had NEVER asked her to do that and that it was her impatience in this matter that caused that fee to even be incurredIn fact - the association has now also incurred a $fee based on the stop paymentTypically this would be passed along to the owner - but we have not done that in this case Statements by owner [redacted] I NEVER spoke to him in the calls that were placedAll conversations were with [redacted] Two checks were NOT misapplied - only one check was an issueThe June payment has simply not yet been posted All late fees were removed within seconds of the first call and [redacted] was informed of that and could also see that when she accessed her account online Company name is NOT Sharper Image - it is Sharper Management I never accused anyone of being a liar - especially [redacted] as I have never spoken with him Resolutions: -Late fees have already been removed -At no time was there any suggestion that Junes payment should be stoppedThe check was not send until June 24th and had to get to Phoenix AZ and then postedI was at no time worried that we were not going to get that check as planned and in fact received it on July 1st -No compensation will be paid and if owner feels they want to sue us in small claims court we would welcome the opportunity to bring all the true facts to light Copy of their current ledger showing payment in full and all checks posted and no late fees or stop payment check fees have been applied Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is correct I filed this for my wifeShe is willing to open a new complaint with Revdex.com if needed but is included in this onePlease adviseTo clear the air sharper management should provide the recorded conversations to the Revdex.com if they have them Statements rebuttal: I'm a responsible party and entitled to complain about an inability to apply payments correctly The late fees were not removed immediatelyOnly when sharper management realized the mistake did they remove the fees, initially an accusational stance was takenThis would be easily be addressed with recorded phone conversations Suggesting we go to court is simply additional evidence of the low customer service aptitude that caused this complaint in the first place Inviting a lawsuit from the very owners that employ a company to provide service is a horrible strategy Being rude on the phone and now in writing doesn't make up for wasting our timeWhy would there need to be different phone conversations to fix an internally misapplied payment is beyond me In years of owning a townhome in Bailey's Arbor we have never made a late payment -To be resolved: I request to address the board of Bailey's Arbor at the next board meeting in writing as I won't be able to attendI simply want my complaint documented with the board so it may be considered when sharper management contract comes up for renew -Phone conversation transcripts -All of this could have been avoided had sharper management simply been willing to look into the misapplied payment at the first phone conversation and had used better customer service skills, after all my dues pay their salaries Final Business Response / [redacted] (4000, 10, 2015/07/21) */ Resolution request per Mr [redacted] Addressing the board in writingAny homeowner is welcome at anytime to send any sort of communication to the boardIN fact the board has already been sent an copy of the entire Revdex.com complaint and response Phone Transcript - We do not record any phone call - so no transcript is available Sharper Did look into this ONE missing payment but simply asked for more detail to aide in finding the missing paymentBank systems are limited and finding a payment requires certain information that took several phone calls for the owner to supplyOne info was received by Sharper Management - miss applied payment was fixed and account was updated Final Consumer Response / [redacted] (2000, 12, 2015/07/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Per the Board: Regarding [redacted] and [redacted] on late Payment fee: The board has waived the late payment fee for the month of September The late payment fee for May still standsAny late payment fees moving forward will be applied Our payment schedule is very fair Attached is a list of many late payments the past few years The past board was negligent about enforcing the late fee charge We ask that you take care of this business in the futureRegards, -- Thank You [redacted] Dan [redacted] , EsqOwner, Managing Broker, Chief Executive Officer Sharper Management, LLC [redacted] ***, Eden Prairie, MN Mobile: ###-###-#### Office: ###-###-####

The manager of the association has contacted [redacted] and has been able to get [redacted] on the agenda for the next Board Meeting [redacted] wants to make the Board aware of the legal fees associated with her account, which she has every right to do Any documentation that has occurred during this process will be provided to the two parties, [redacted] and the Board

Dear [redacted] ,Homeowners sometimes don't understand that our company is only the administrative arm of the Board of DIrectors of the Association We act on behalf of the Board We don't unilaterally make decisions We have asked the Board to review the late fee of $ We did so at the annual meeting The Board has decided to NOT waive the fee I don't have the annual meeting minutes yet [redacted] needs to complain to the Association, not to Sharper or the Revdex.com Board, [redacted] came into our office this afternoonShe is requesting that two late fees be waived from the accountA late fee was assessed in May as payment did not post to the account until 5/12/Another late fee was assessed in September as payment did not post to the account until 9/13/2017.The homeowner provided a printout showing that her September payment was delivered to a PO Box in Phoenix, AZ on 9/8/Please be advised it does not give the address of the PO Box Please let me know if the Board wishes to waive any late fees on this account.Thank you

I sent an email to *** at the Revdex.com with our response It had attachments If you did not receive it please let me know The response was lengthy and very detailed as it needed to be ###-###-#### if you have questions about the email I will resend it now as
well. Thank You,

I am rejecting this response because:
The response to my complaint was signed by Dan *** and therefore this response is to him. The dates listed in which payments were received are obviously not the date of receipt but rather the date of posting by Sharper Management. A period of anywhere between 3-days can transpire between the receipt date and posting date, which due to the management companies action or rather inaction, can result in an erroneous late fee. If Sharper Management cannot post payments to the account on the date of receipt because no one is visiting the P.OBox where payments are directed, then the policy regarding receipt of payment needs to be amended. In any event, it is clear that Sharper Management is not following the collection policies signed into action by the very board that they contend was negligent in their duties to collect. A copy of the collection resolution together with an email from Tina ***, Collections Manager, dated May 11, for the establishment of a collecton policy and accompanying Board approval on June 6, are attached

Please see attached response. Thank you

I am rejecting this response because:I had paid over $4000 to get myself caught up yet they still refused to return my call.  I had worked with their attorney prior to my payment. Also, as of recent, I've asked Sharper Management for my associations board members contact info as they do not have it on our login site. I've been waiting over a week for that. I had requested that info from Tina.

Per the Board: Regarding [redacted] and [redacted] on late Payment fee: The board has waived the late payment fee for the month of September.  The late payment fee for May still stands. Any late payment fees moving forward will be applied.  Our payment schedule is very fair.  Attached is a list of   many late payments the past few years.  The past board was negligent about enforcing the late fee charge.  We ask that you take care of this business in the future. Regards,   -- Thank You [redacted]     Dan [redacted], Esq. Owner, Managing Broker, Chief Executive Officer Sharper Management, LLC [redacted], Eden Prairie, MN 55344 Mobile:  ###-###-####    Office:  ###-###-####

Initial Business Response /* (1000, 5, 2015/07/07) */
1. On Monday June 30th I spoke with [redacted] in 7 different phone conversations. Not one time did I speak with [redacted] nor was he involved in our conversation at any point in time and any information he claims is hearsay from...

his wife.
2. Check #[redacted] was for their May association dues. When I spoke with [redacted] this check was NOT posted on their account. I told her maybe it was posted wrong and I simply needed a check number and date it was cashed to track it down. Because they pay via bank bill pay - she did not have that information. I told her to call the bank and they would provide her with that information. She kept trying to give me the "transaction number" that shows online when you do a bank bill pay. I explained this is NOT the check number and to please call her bank.
3. She finally called me back with check number and date cashed. I told her I would call her back after doing some research and see if I could find this missing payment.
4. After searching online in our banking system - I found that the check was misapplied to account number 287690 and should be on their acct #[redacted] - AS you can see in the banking header on the attached check copy.
5. When I called her back to tell her I found the check she had done two things that I NEVER suggested she do. First she put a stop payment on her June ck #[redacted]. She was worried that one was lost - that the other must be too. She also went to our online system and made a full payment for May - June - July dues in the amount of $762.
I asked her why as I had told her I was working on this and we would figure it out. She was very impatient and seemed very agitated her account was showing past due - even though I kept telling her we would resolve.
6. I was able to reverse the ACH payment she had made thru our online portal and change it to the requested $508. I told her to immediately call her bank back and to see if they could not do the stop payment on her June check as it was unnecessary.
7. She called me back and told me they had already put thru the stop and she wanted me to refund the fee. I again stated that I had NEVER asked her to do that and that it was her impatience in this matter that caused that fee to even be incurred. In fact - the association has now also incurred a $10 fee based on the stop payment. Typically this would be passed along to the owner - but we have not done that in this case.
False Statements by owner [redacted]
1. I NEVER spoke to him in the 7 calls that were placed. All conversations were with [redacted]
2. Two checks were NOT misapplied - only one check was an issue. The June payment has simply not yet been posted.
3. All late fees were removed within seconds of the first call and [redacted] was informed of that and could also see that when she accessed her account online.
4. Company name is NOT Sharper Image - it is Sharper Management.
5. I never accused anyone of being a liar - especially [redacted] as I have never spoken with him.
Resolutions:
-Late fees have already been removed
-At no time was there any suggestion that Junes payment should be stopped. The check was not send until June 24th and had to get to Phoenix AZ and then posted. I was at no time worried that we were not going to get that check as planned and in fact received it on July 1st.
-No compensation will be paid and if owner feels they want to sue us in small claims court we would welcome the opportunity to bring all the true facts to light.
Copy of their current ledger showing payment in full and all checks posted and no late fees or stop payment check fees have been applied.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That is correct I filed this for my wife. She is willing to open a new complaint with Revdex.com if needed but is included in this one. Please advise. To clear the air sharper management should provide the recorded conversations to the Revdex.com if they have them.
False Statements rebuttal:
I'm a responsible party and entitled to complain about an inability to apply payments correctly.
The late fees were not removed immediately. Only when sharper management realized the mistake did they remove the fees, initially an accusational stance was taken. This would be easily be addressed with recorded phone conversations.
Suggesting we go to court is simply additional evidence of the low customer service aptitude that caused this complaint in the first place.
Inviting a lawsuit from the very owners that employ a company to provide service is a horrible strategy.
Being rude on the phone and now in writing doesn't make up for wasting our time. Why would there need to be 7 different phone conversations to fix an internally misapplied payment is beyond me.
In 8 years of owning a townhome in Bailey's Arbor we have never made a late payment.
-To be resolved:
I request to address the board of Bailey's Arbor at the next board meeting in writing as I won't be able to attend. I simply want my complaint documented with the board so it may be considered when sharper management contract comes up for renew.
-Phone conversation transcripts.
-All of this could have been avoided had sharper management simply been willing to look into the misapplied payment at the first phone conversation and had used better customer service skills, after all my dues pay their salaries.
Final Business Response /* (4000, 10, 2015/07/21) */
Resolution request per Mr. [redacted]
1. Addressing the board in writing. Any homeowner is welcome at anytime to send any sort of communication to the board. IN fact the board has already been sent an copy of the entire Revdex.com complaint and response.
2. Phone Transcript - We do not record any phone call - so no transcript is available.
3. Sharper Did look into this ONE missing payment but simply asked for more detail to aide in finding the missing payment. Bank systems are limited and finding a payment requires certain information that took several phone calls for the owner to supply. One info was received by Sharper Management - miss applied payment was fixed and account was updated.
Final Consumer Response /* (2000, 12, 2015/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear [redacted],Homeowners sometimes don't understand that our company is only the administrative arm of the Board of DIrectors of the Association.  We act on behalf of the Board.  We don't unilaterally make decisions.  We have asked the Board to review the late fee of $35.  We did...

so at the annual meeting.  The Board has decided to NOT waive the fee.  I don't have the annual meeting minutes yet.  [redacted] needs to complain to the Association, not to Sharper or the Revdex.com.  Board,[redacted] came into our office this afternoon. She is requesting that two late fees be waived from the account. A late fee was assessed in May 2017 as payment did not post to the account until 5/12/2017. Another late fee was assessed in September 2017 as payment did not post to the account until 9/13/2017.The homeowner provided a printout showing that her September 2017 payment was delivered to a  PO Box in Phoenix, AZ on 9/8/17. Please be advised it does not give the address of the PO Box.  Please let me know if the Board wishes to waive any late fees on this account.Thank you

I am rejecting this response because:
My complaint is valid; the attachments you added to Revdex.com only help to prove that fact. My argument is that I was never notified of any management/policy changes because the info was sent to the wrong address. None of these fees would've been applied if Sharper had used the proper contact info. In Nov'13, we moved to [redacted] We updated our mailing address w/ USPS & HOA. Ur attachment "CDI Ledger" which is the prior HOA manager's ledger, clearly shows my mailing address as 12710 27th Place N, yet all ur communications were sent to 824 Trenton Ln until Jan'16. My email address on file was [redacted], yet Sharper sent all emails to [redacted]. This is the 1st time I've ever seen the "Welcome packet", "Welcome Sharper..", "Notice of Coll..", "Signed Collect.." because ur company sent them to the wrong address: 824. USPS forwards mail for 1 yr which expired in Nov'14 returning all mail to sender. U also attacked my payment history, calling it "sporatic" & "habitually delinquent", but "CDI Ledger"(my info is on pg 2) shows a perfect payment history going back to Mar'11 w/ the exception of May'11 which shows no payment & was a result of a clerical error by CDI. See attached May'11 bank statement showing this payment was made. CDI applied my 5-24-11 payment to another account, but corrected it on 7-15-11. I spoke w/ Sarah [redacted] (CDI mngr) she said they'd correct the 2 late fees caused by their error. Hence the carryover balance should've been $0. See attached bank statements for May, Jun, & Jul ‘15 showing on time payments to BCV HOA(CDI). In Aug '15, I paid 3 mos ahead to Sharper after hearing they took over. The last payments made to CDI were deducted from my bank account, but never applied towards my HOA balance. I've since had these extra payments credited back. I've tried calling Sharper countless times to fix this, but no one listens.

The manager of the association has contacted [redacted] and has been able to get [redacted] on the agenda for the next Board Meeting.  [redacted] wants to make the Board aware of the legal fees associated with her account, which she has every right to do.  Any documentation that has occurred during this process will be provided to the two parties, [redacted] and the Board.

Initial Business Response /* (1000, 8, 2016/02/26) */
The Homeowner did call in to report a leak in the roof; which we sent a contractor out to determine the source of the leak, and make the necessary repairs. In this particular community, in accordance with the Declaration of Covenants, the...

association is only responsible for the roofs, not any glass surfaces, including skylights.
There were telephone conversations regarding the financial responsibility of the skylight with the Homeowner. We received an email on November 3, 2015 from this Homeowner stating that she was going to replace her skylight; clearly at her expense. The Board reviewed this request, and did approve the skylight replacement.
The reason that the invoices was delayed, was because there was more than one home involved, and we needed to confirm that each home was billed appropriately. Once the contractor split out their invoice, we were able to send an invoice to each Homeowner affected.
The homeowner did make a request that the charge is reversed, and we explained that we needed to obtain the Board of Directors authorization to do so. We are currently in discussion with the Board about the skylight charges, but until they make a decision, we are unable to alert the Homeowner of that decision. Once the Board makes their decision, we will certainly follow up with the Homeowner directly.
As we have explained to this Homeowner, we are not making decisions for the Association, we are simply enforcing what the Governing Documents already state; as well as implementing the decisions of the Board of Directors.

[redacted] was in arrears and in collections.  Any homeowner in collections must, per the Fair Debt Collections Act, speak through the Association attorney, not my staff.  Again, our staff cannot communicate with homeowners when they reach the FDCA rule of law.  Since the complaint, [redacted]...

has paid off the debt and upon payment was immediately granted access to the documents and the homeowner web portal.  She has also talked multiple times to Tina and everything should be back to normal.Thank You, Dan.