Snow Property Services

Review: On 08/25/2014, Snow Properties hired contracted plumbers, who entered my condo under the assumption that they were to come in and assess and repair a water leak in the kitchen area. On the Thursday prior, my husband's father was notified of this arrangement and was asked by the plumbers to remove a few items from the kitchen. We were advised everything else would be taken care of. I arrived home from work on 08/25 to find my entire kitchen from one wall to the other had been dug up. Nothing had been covered nor sealed off, and dirt was thrown everywhere. Everything from my downstairs bathroom was now sitting in my living room on my carpet, including the bathroom toilet and sink. In the downstairs bathroom where the toilet had been removed, they failed to turn off the water and left a pipe dripping water through the wall and into the closet connected to the bathroom. The main air ducts are above the area where construction had taken place and since they had not been covered, all the debris traveled upstairs and into both of the bedrooms. EVERYTHING in my house is covered in dust and concrete debris. I contacted [redacted] from Snow Properties, and he agreed to cover 6 nights at a hotel and our families' meals.Desired Settlement: I would like Snow Properties to return my phone calls. Since my conversation with [redacted], I have not been able to reach him regarding reimbursement and additional issues that have now occurred. At this point, I would like a written agreement that I will be reimbursed for the agreed upon amount. Additionally, I would like Snow Properties to hire a professional cleaning company to clean my home. I would also like for someone to check for moisture in the wall in the lower bathroom, where a leak was left unchecked by the plumbers. I would like my home to be in the condition it was in prior to the plumbers arriving. There have been several items in the home damaged beyond repair by the plumbers due to negligence. One of the hired contractors put water in a make-up set when they attempted to clean the dust off it. This caused the make-up to be unusable, as it is now chalky/pasty. There were multiple hats that are covered in dust/plaster and cannot be returned to their original state. I would like reimbursement for these items and for my inconvenience as well. An additional $150.00 for these items and my inconvenience is agreeable. I have not been able to discuss a resolution with Snow Properties, as they refuse to return my calls.

Business

Response:

This complaint could not be further from the truth. We have gone above and beyond to help these owners. I have always taken their calls and in fact, even gave him my cell phone number for him to use if needed over the holiday weekend which he said he left it at the hotel. I have agreed to reimburse them for accommodations and food which we do not legally have to. This is being covered by me personally. For them to make these allegations is making me re-think helping them. Again, we have been more than helpful and he even thanked me yesterday as we met in my office. My confusion is on many levels at this point.

Terrible management, terrible service, never get responses including from owner. They just want to collect money and not use the HOA dues to fix stuff. They dont enforce rules. High end gate guarded community and people park broken down cars on their driveways, leave their Christmas lights up on their houses, have their brick walls falling down and nothing is done.

Good luck collecting Dustin Snow.

My experience with snow has been extremely positive. When they began managing our HOA we were in the red and did not have any hope of coming out. They worked with our varied contractors and negotiated different bids and companies to help reduce costs. We now have a reserve, our HOA fees have come down, and they have also included trash service. They are organized and do a great job of working with collections to receive overdue HOA dues. They have completely turned our neighborhood around and have been great about implementing what has been needed and suggested.

Review: I am selling my condo & purchasing a new condo. [redacted] fees for transfer were set at $400 now after signing my papers the [redacted] is requesting $**00+ in fees: $700 reserve contribution - $250 for resale - $127 for resale disclosure - + transfer fee etc. For a property under $70k this is wrong. I was never told of such fees at all in writing or otherwise nor was my RE agent. I want explaination for fees & why I the seller am required to pay such fees?? my buyer doesnt have the money for these fees either. I spoke with Mr. [redacted] & he agreed these were higher than normal fees & said the property mangement would need to take care of this. I believe her name is Sandy [redacted] ext **. Can [redacted] raise the fees when ever they want without notifying parties??Desired Settlement: I would like charges other than the normal $400 fee to be reversed today or a check sent to me for the difference.

Below is a complaint we filed against Snow property Services on behalf of the HOA.
Dear Sir/Madam:
I am on the Board of Directors of the HOA [redacted]. I was appointed by the Board at a membership meeting to file a complaint against our former property manager Snow Property Management LLC The facts are as follows:
Snow property has made payments to themselves from [redacted] HOA bank account without Board authorization. Myself and other Directors have requested accountings for these funds and funds paid to third parties without Board authorization and we have received NO response from Snow. We need detailed billings and invoices as to why these monies were paid. Myself and another Board Member have asked for these accountings by phone and emails. I can send you a copy of those emails if you want. After numerous emails requesting accountings I requested those documents in a special meeting of the Directors that was taped and I was told I would not receive any documents by Snow. I can play you an excerpt from that taped meeting if you want to listen to it. At that meeting the other Board members did not object to me receiving the requested documents.
Snow sent out materials for a land purchase that was NOT Board Authorized and incurred expenses for the same that was NOT Board authorized. It was later found out the brother of the owner of Snow Properties was the realtor pressing members of the HOA to purchase this land. This is a clear conflict of interest. The HOA incurred substantial expense and legal fees from Snow's action that was not authorized at a Board Meeting. In fact the legal fees that Snow incurred without Board authorization was paid by Snow without any advance notice to the full Board or authorization at any Board meeting. Snow also violated the open meeting law as this was not discussed at a noticed membership meeting.
Delinquent accounts to the HOA were not collected on at closing when the title was transferred even though Snow was informed of same closing and was asked for any charges on the owner transferring title. We as directors of the Board have requested accountings for these transfers in writing and have received NO response from Snow. now paid themselves at those transfers but failed and neglected to collect the fees due the HOA.
Snow has paid third parties without ANY competing bids. Snow throws parties for Vendors in exchange for "favors" from those Vendors without notice to HOAs they manage. Snow picks certain Board members to contact and conduct business and make purchases and make decisions without the FULL Board being notified. Snow counsels their favorite Board member to make decisions on major purchases without notifying the membership in violation of the Bylaws and open meeting laws. Their favorite Board member Jim got a reduced charge for pest control when he was the Board member requesting that pest control services for the HOA. A clear conflict of interest and/or a kickback. Then we find out that the pest control company failed to do any pest control for the HOA for at least 18 months while receiving payments from Snow!!!
We need those accounting documents so that we can do our fiduciary duty as Directors and to determine how much unauthorized monies Snow unlawfully took from our treasury.
We ask you to order Snow to provide us those documents and order them to pay back all monies they took and paid to third parties without Board authorization at a legal noticed meeting
[redacted] Board Member

Review: Have repeatedly contacted Dustin S[redacted] regarding damage to our property from sprinklers at the playground and our front yard sprinklers. Have also recently contacted regarding a hose damaged by the landscape company and again, sprinklers not working. Our front yard looks terrible. Dustin does not respond. We pay monthly dues for maintenance and cannot get front yard maintenance or damage repaired. Windows broken by landscape company, hose damaged, home damaged, sprinklers not working and one is spewing water straight up in the air.Desired Settlement: We pay almost 200.00/month for our HOA fee and we can't get maintenance or repairs.

Need to plant grass appropriately, fix sprinklers, fix broken windows, paint home where damaged by sprinklers.

Business

Response:

Unfortunately, what Ms. [redacted] is not telling oyu is that there is currently litigation going on with her and the Associaton regarding the maintencne items. We aer aware and have dealt with the itemrs that are pertanant. I have been advised by our attorney not to engage in communications with her.

Consumer

Response:

Mr. S[redacted] is the contracted property management company. He is NOT represented by "our" HOA attorney. There is no "our" attorney as S[redacted] Properties is employed by us only. The Kingswood HOA sued us over a similar paint color. We filed a counter lawsuit. The issues I have reported to the Revdex.com are part of S[redacted] Property responsibilities. If they do not want to deal with them, then we should receive a monthly rebate for the services we are NOT getting but are paying for on a monthly basis. We pay for sprinkler maintenance and our sprinklers are not working. Our home is damaged by sprinklers that are not maintained. Our water hose was just damaged. The lawsuit was filed in 8/2014. If S[redacted] Properties does not want to maintain our front lawn, we should be provided a monthly rebate that we pay for maintenance every month. Thank You,[redacted]

Business

Response:

Tell us why here...Actually, the HOA attorney does also represent me when I am working for this Association as my contract indemnifies me. This complaint if from a homeowner who has tried numerus times to get on the Board but has not succeeded as she has burned many bridges in this community. About 2 years ago, 80 percent of this community signed a petition that they are very happy with the Board and the vendors within the Associate despite what this particular owner is saying. It is the Board who hired my firm and the other vendors. They seem to be happy with our services. I am not sure what else I can do here.

Review: My problem is that I have been living at my community of [redacted] since my home was purchased back on Nov 2008 and I have all my original keys (including the pool key ) and I have never used the community pool because its always pad lock due to vandalisms and poorly taken care off. Since recently I community letter was mailed out to me stating that the pool issues have been resolved or in process of being resolved and notice that the pool deadbolt was changed I was also aware that if you can switch out the old key for a new key with no expiration time frame like indicated in a flyer posted by the mailboxes. So today 5/23/2014 @ 8:30am I contacted Snow Property Services ###-###-#### and was directed to [redacted] and yes I left a voicemail and she never returned my call so I called back 10:43 am 5/23/2014 and let start off by saying she was awfully rude and I'm a little taken back of her unprofessionalism. Not only was she rude but didn't allow me to speak and let her know that I would like to switch out my key for a current working key like it was originally posted as long as you have your old key there would be no fee, but if you couldn't provide the old key it would be a $10 fee. This conversation didn't go well at all she raised her voice and that point I said " there is no reason for your attitude and unprofessionalism " and she replied " you should try record yourself being demanding and just her tone of voice was disturbing and yes I have two witnesses that witness my conversation because she was on speaker and let me tell you her property management skill lack in many ways. Than after I express my thoughts on how rude she was she hung up on me, like seriously the way she conducted herself was uncalled for.Desired Settlement: I feel that my key should be switch out for no fee like originally posted regardless of the time frame. I also just a little back ground info on the pool, it been shut down for maintenance purposes for the majority of time I have resided at my home, why should I be punished for vandalism done in the past and because the original builder failed to properly install the backwash/sewer line when it was originally built. I have my original pool key and yes it should be switched out along with a pool pass for the way [redacted] conducted herself very unprofessional and overall rude. What gives her the right to treat and speak o people over the phone the way she does.

Business

Response:

In response to complaint ID# [redacted] (submitted on 5/23/14)

To preface the homeowner’s complaint:

As the community pool was being used by trespassers; the pool lock was changed approximately 2 years ago to rid keys distributed to people no longer living there as well as remove access to delinquent owners. Notices were mailed out and posted on the bulletin boards and more than one distribution date was held for distribution of the new keys. Notices clearly stated that old pool keys will be exchanged for a new one and those that didn’t previously purchase a pool key prior could purchase the new one for $10.00. As the pool is not heated, it only closes during the winter months. During the summer, the pool is always clean and open in spite of this owners attempt on Friday, 5/23/14 to have it closed. The pool pass was implemented last year to verify pool users and to show proof of residence (users must have key & pass).

Said homeowner as well as her friend (who used explicit vulgar language) called on 5/23/14 requesting a new pool key and pass and also demanded that the key/pass be delivered to her that day. At no point in any of the phone conversations with our receptionist or the community manager did either of them state that the homeowner had an old pool key to exchange. Homeowner’s initial call was at 8:30am on 5/23/14 when she left a message for the community manger and then called again at 10:43 am upset that her call had not been returned. Two hours is unreasonable to expect a call back as up to 24 hrs is proper business expectancy for returning calls. Manager confirmed the rules and repeatedly reminded her that the community rules apply to everyone equally and that the end result will still be the same no matter how much she continued to argue. All homeowners had to pay the $3.00 fee for the pass to help recoup the cost and anyone who didn’t previously pay for a pool key would need to pay $10 for a new key.

Our office doesn't personally deliver keys/passes so upon receipt of her old pool key and her $3.00 payment for the pass, a new pool key and pool pass can be picked up or mailed to her.

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.

Hi [redacted],

[redacted], with Snow Property Management, owns and operates THE WORST property management firm in Arizona. I currently live in a community that his company "manages". In 2 years I have never seen any management on site. If you list a complaint with Snow Property Management, they will tell you to go to a board meeting. I have informed [redacted], personally, of issues around the property, issues that if his firm was actually managing the property, they would already know about. Bottom line, as a property owner, I have never experienced such a horrible property management company. I WILL NEVER BUY ANOTHER PROPERTY IF IT IS "MANAGED" by SNOW PROPERTY MANAGEMENT. If you want a company who's only objective is to cash your check, then hire this worthless company. Ps, if your not friends with [redacted] you WILL be treated differently.

Review: I have been paying my account through an ach withdrawal. I change banks and I called to advise Snow Property to stop using that account information. I provided the accounting department with the new information. They continued debitting my old checking account which no longer existed charging me overdraft fees. I continued to call asking then to stop using the old bank and use the new one. I called the owner of the organization, [redacted] and got no response this has now been going on for over a year. This is not the first time this has happened with Snow Properties.Desired Settlement: Pay my account and not be charged fees for their mistake.

Business

Response:

In response to complaint #[redacted] The initial contact from this homeowner regarding her ACH was noted on 6/3/15, when she left a vmail at 1:25pm stating that she left previous messages requesting cancellation of her ACH. She called back again 8 minutes later requesting that Mr. [redacted] call her back. She was called back promptly after her 1:33pm call by the office manager; however, the call went to vmail. Homeowner returned managers call on 6/4/15 to discuss her account and stated that her June ACH payment will reject because the bank account was closed. A new ACH form was sent to her on 6/4/15 and she confirmed that she would send in payments until the new account was set up. Her complaint states that she provided the accounting dept with the new account information; however, there is no record of [redacted] receiving any updated account information or contact from her. Her June ACH payment was in fact returned by the bank on 6/9 due to closed account and as a courtesy the June 2015 $25 return fee was credited back to the homeowner as a courtesy based on the 6/4 notation. Her accusation that [redacted] “continued debiting her old checking account which no longer existed charging her overdraft fees” is completely FALSE. The account was closed; therefore making it impossible for [redacted] to continue debiting her account. Additionally, she states that she talked to the company on 3/13/14, 4/6/14 and 5/3/14; however, there is no record of said calls prior to her message on 6/3/15. Homeowner also failed to respond to monthly late notices which started in July 2014. In Nov 2014 she was sent a 10-day notice (notice of potential legal action), again, with no response. [redacted] continued sending out monthly late notices until May 2015, when her account was submitted to the attorney due to non-payment. It is also important to note that [redacted] tracks returned mail and there was no record of returned mail for this property. [redacted] made no mistake as she claims. In fact [redacted] gave sufficient notices, time and opportunities to discuss her account and avoid potential legal action; however, because she failed to respond in any way, her account was submitted to the attorney. Therefore, any settlements and/or payment arrangements for her current balance are now being handled through the attorney.

Review: I received multiple bills from Snow Property Services of $55 each for each unit that I transferred into a living trust.

These fees are not in the CC&R's.

The fees do not comply with ARS [redacted] since there was no request for statements or documents.

Snow Properties is billing $55 per unit while the address, phone number, and actual owner has not changed.Desired Settlement: Refund of all charges for all 4 units @ $55 each.

Business

Response:

Owner owns multiple properties within one of the communities Snow manages and recently transferred several of his properties from his name over to a trust. As a result, he was charged a $55 deed processing fee for each property that changed ownership. Snow’s regular Transfer Fee is $250.00; however, when we can see that there is a relationship of any kind between the Grantee and Grantor on the deed we reduce the cost to a $55.00 deed process fee as a courtesy to the owner. This reduced fee is to cover the costs and time to keep the community ownership current and accurate. Several emails were exchanged between the owner and our office confirming what the fee was and why it is charged.

Upon further review of this situation, there was clearly a breakdown in communication between Mr. [redacted] and the community manager as Mr. [redacted] agreed to charge this owner one (1) - $55.00 fee for all of his transfers being that he was a multiple unit owner in this community.

Therefore, based on the information confirmed above this owner will only be charged one (1) - $55.00 deed processing fee for all properties transferred to his trust in this community. The owner has already been contacted by our office regarding this settlement.

Review: Last year after an unreasonable number of requests and chronic problems with the repairman, my soft and leaky upper balcony was supposedly fixed. This year it is spongy again. I have contacted Mr. [redacted] several times asking for service that I deserve, and, as before and getting nothing after two months of asking.

In addition, the company does not publish an email address, and the phone message number is only for emergencies. So what am I supposed to do about the landscapers who blew all the area trash up into my front door and sidewalk?Desired Settlement: A professional repair of my upstairs balcony floor in THIS calendar year, and a respectable response regarding the landscapers unacceptable actions.

Business

Response:

I apologize for the inconvenience that this homeowner has experienced. Our daytime number is ###-###-####. For appropriate assistance, I recommend she use extension 22. If calling after hours, our voicemail does list a number to use for emergencies; but that is not the only option. We have full time maintenance that sees that all problems are taken care of as quickly as possible. Additionally, maintenance requests can be submitted through our website at www.snowpropertyservices.com. In regards to the leak, it was our understanding that the portion of the upper balcony now having problems was the portion that was added by the homeowner. Unfortunately, patio additions are not covered by the HOA. However, if this is not the case, we would be happy to schedule a professional repair as requested. We have spoken with the landscapers, and they should be careful now to not blow any trash or debris on sidewalks or near front doors. We have been very firm about our expectations for their services and behaviors. If this happens again, please let us know so that we can be sure to follow up with them and have them clean up the mess.Please let me know if you need anything else.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have been a benefiting customer of Snow Properties for almost six years and I have had nothing but excellent service form them as a management company and from the individuals that work there as well. [redacted] in particular is a kind hearted woman that often steps outside her duties to make sure we as neighbors receive what we need. She makes herself available after-hours for any situation and has always been physically present at a moments notice, weather it is for community event or for property crisis. She works closely with our HOA, guiding their discussions with knowledge and experience, so that they may make the best possible decisions for their community. I have researched other communities that are managed by Snow properties and see the evidence of the personal touches of [redacted] and his staff that I have come to recognize in my neighborhood. They are fair and considerate of the individual neighbors, and find quality vendors with reasonable prices for services. It is obvious that their customers needs come first. I have lived in many managed communities here in Arizona and I have never been satisfied before. Snow Properties honestly has changed my impression of life under HOA and Property Management intervention. I would question the motives behind any person that would find fault in having this company as a property manager.