Spectrum Association Management Companies, Inc.

Complaint: ***I am rejecting this response because:You stated that arrangement needs to be made in order to stop collection, I thought I was doing this all alongI've made a total phone calls during this time of communication and each time I was told by the billing rep that I needed to talk to the property manager at the time (*** *** then *** ***). As you can see, we've tried to keep the account in good standing by making a double payment for the assessment of 2014, leaving a credit for the second half of the yearAs for the $charge in that started this whole billing debacle; the charge came onto the account on March 2014, and I was not billed for it until may I called your billing department, who then transfered me to *** ***, and *** advised me it was for the fence maintenance back in September not for one in January of You stated that the $was for maintenance in Jan in 2014: What was it for? We received a couple of trash can notices which we addressed and made notes in the systemThere was no maintenance letter sent out anywhere close to late december or january, and you usually only give us days to address the issuesSo the time frame of the charge in January, cross referencing with the date of the notices on our account does not match upPlease explain this charge further. My point of frustation is that, I get passed around everytime I call billing and they tell they can't do anything about it and that I have to speak with the subdivison manager and I was not advised by any of the managers about any payment plans to stop collection when that was my concern the whole timeNow you're telling me that the board denied the decision? When did this happen and why I did not receive any response on this? Were you waiting for some more fees to be tagged onto the account? Moreover, I went into the account today and found a new charge, looks like for fence maintenance on January of We received you fence maintenance letter and fixed the picket on 12/I've made note in the system and even received aknowlegementIn the comment, I advised that we fixed the fence to the best of our ability and if any further pickets needs repair to please let us knowAnd after that you are going send a fence company and charge me anyway? I did notice that a few pickets was tampered with on our properties and emailed *** ***, she advised me that only one letter was sent out, we fixed it, she aknowledged and no further force maintenance was sent outNow apparently *** was the one that sent out the fence company when *** aknowledge our fence repair? Please see communication below from *** ***I just feel that there is a miscommunication within the company and it is unethical to misbill your customers and there is never a quick way to solve any issues when I contact your organizationIt almost feels like the delayed is built on purposes to get some more fees assessed onto the accountWe spoke with billing last on Feb 11, and again, they told that yup we see the notes in the account and no theres nothing we can do to stop collection. I'm not even sure what the $charge on 3/26/was for because it does not match up with any time frame for any letters received on this accountI need evidence/proof for the $charge in March of I am advised to file a property crime for the incident in Jan since *** *** confirmed the HOA did not send any maintenance out on the property regarding the fence maintenance notice on November/decemember of The account is getting to a rediculous level, I need to guys to meet at least attempt to own some of these unecessary charges before it gets a point of taking this to legalI am now requesting that you take off the $charge, I feel that $charge in January of is not appropriate. Please see proof below regarding the $charge in January of (I can also email forward you the emails)l***@spectrumam.com to:***@gmail.comdate:Wed, Dec 10, at 9:AMsubject:RE: Update to ViolationGood Morning, Thank you for your emailWe appreciate you replacing the damaged picket in your fencePlease note the photos aren't always clear due to the location of the fence due to the lightPlease feel free to call us if you have any questions regarding the violation lettersIn addition, for future reference you may request an extension for any repairs. Thank you for your time.From: [email protected]: Tuesday, December 9, 5:29pmTo: "l***@spectrumam.com" Subject: Update to ViolationAssociation: Westover Place Homeowners Association, Inc.Account: ***Homeowner: *** ***Address: *** *** ***Email: ***@gmail.comHome: (210) *** Work: (210) *** Cell: (210) ***Violation: Forced Maintenance - Fences - We were out of town from 11/- 12/3/and was not aware of the notice until12/Damaged picket in the back of the property is replaced 5:pm on 12/9/There is no picture on the violation notice dated 11/12/so I replaced the damaged picket in the back that I think you are referring toIf additional repair or different picket needs replacing, please send a picture with arrow pointing to the damaged picket*** *** to:l***@spectrumam.comdate:Tue, Jan 6, at 10:AMsubject:Re: Update to Violation ***, I am writing to you regarding the repair/replace the picket for fence maintenance that was sent to us mid NovemberI was informed by the previous site managers that if we keep you guys informed by submitting comments online that would be sufficientI responded to your letter that we repaired/replaced the picket on 12/and I did express my concerns that we weren't sure which ones you were referring to but we did our bestI went around the perimeter and checked the fence and the rest looks good to meI also asked that you let me know if there's any additional or different picket repaired to let me know and I will address themI am distraught to find out that I noticed a few new pickets on our fence that was not done by us and we did not get any indication from you that you were sending maintenance for a force repair since you acknowleged our respondI am hoping that they weren't sent by the HOAMy husband is home during the day the during the week everyday and we did not even get a knock on the door before tampering with our fenceThat being said, they removed some pickets that are still good and replaced it with different onesThis is a property crime since neither you or us the homeowner authorized them to touch our propertyTherefore, our solution is call the police and report a property crimePlease look into this when you get a chance and let me knowI appreciate your attention on this matter. Thanks, *** *** *** *** *** *** San Antonio, TX ***210-***l***@spectrumam.com to:*** *** date:Tue, Jan 6, at 12:PMsubject:Re: Update to ViolationGood Afternoon ***,Per our conversation today, we mailed a violation letter dated November 12, Forced Maintenance For *** *** *** in regards to replacing damaged pickets within your fencePlease note that we have received and notated correspondence for 12/7/14, 12/9/14, and 12/29/However, please note that we have not issued any additional forced maintenance due to communication since DecemberThank you

Hello, We appreciate your concern with this matter and understand how it may be confusing, but please understand we want to make sure you know we are not here to intentionally offend you, we are simply following the rules put in place by the HOA itself. We are hired to...

enforce the rules they have established.  As for the current situation, I believe you are talking about 2 different issues with a forced maintenance. The issue from back in December was corrected by you as you stated and there was no charge made for that to you. The one you were charged for was a forced maintenance on January 6th. You can see the attached invoice for the work performed as well as the cost. This amount is a hard cost that the HOA had to pay and needs to be reimbursed for.  I have also attached a spreadsheet with shows all of the correspondence between you and our company and you will notice that there are quite a few "forced maintenance" messages on your account. You can also see the communications where you have emailed and called in. Yes, you had been working with us along the way and we even asked the HOA Board of Directors to waive fees for you and they denied to do so due to the continued offenses and late payments. This is something that has been going on for a long time as you can see in the transaction report I have attached. You will notice that starting back in 2010 there have been consistent late payments causing you to accrue admin fees and delinquent interest almost every month. There have even been 2 times that we have written off some fees for you in the past. $105.00 In June 2012 and $10.00 in March 2013. Even after we waived some of the fees in good faith that you would continue to make timely payments, you continued to miss the due dates for your semi-annual HOA dues. I agree that you had been in communication with our company through the past year on these issues, but I do not see where any payment plans had been put in place or where you have attempted to pay off what is owed.  Just communicating with us does not mean the collections process will stop. At this point we cannot waive the forced maintenance ($180 you referred to), the $9.04 in delinquent interest or the $100.00 admin fees you have accrued. I will waive the title search for you as I agree we have been in communication and while this is an automated step in the process outlined by your HOA, it was not needed. Please contact us and we can help you by setting up a payment plan in order to help you make these payments. Please understand we are enforcing the rules of the HOA and while I know this is an inconvenience, we are here to help you and to help your community and make it easier for home owners to live in their homes and enjoy their communities. Thank you for your time, [redacted] Manager of Concierge Services210.[redacted] | www.spectrumAM.com |[redacted] San Antonio, TX [redacted]THISINFORMATION IS A PRIVILEGED AND CONFIDENTIAL COMMUNICATION AND IS FOR THE EXCLUSIVE INFORMATION AND USE OF THE ADDRESSEE. IF THE READER OF THIS IS NOT THE INTENDED RECIPIENT, YOU ARE HEREBY NOTIFIED THAT ANY REVIEW, DISSEMINATION, OR COPYING OF THE INFORMATION CONTAINED IS PROHIBITED.

Thank you for your feedback.  Due to the nature of the special assessment and the timing of your request, we will be waiving the $20 administration charge as well as the .75 cents of interest on your account.  Please note you will still be responsible for the $50 assessment and will be...

charged additional fees if payment is not received within 30 days.  This assessment is for improvements within your community.  I apologize for any inconvenience this may have caused you.  Spectrum is always looking to improve our service to our customers.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

[redacted], Vice President of Operations at Spectrum Association Management, talked with Mr. [redacted] on Tuesday, September 29. Mr. [redacted] explained that he had a conversation with a service representative who was rude and provided details of the conversation. Mr. [redacted] apologized for the...

lack of professionalism and respect and promised to use the information provided by Mr. [redacted] for agent training. Mr. [redacted] and Mr. [redacted] also reviewed the status of his account; the account currently has a credit balance. Mr. [redacted] noted that the October assessment will be applied to the account on October 1. Mr. [redacted] stated that he was offered a $10 credit to the account during his last conversation with the service representative, but the credit had not been applied to his account. Mr. [redacted] promised to honor the previous offer and applied the $10 credit to the account. The balance due after the October assessment and after application of the $10 credit will be $174.88.  Mr. [redacted] promised to send Mr. [redacted] an e-mail with the information discussed and verified the e-mail. An e-mail with apology and account balance was sent to Mr. [redacted] on September 29.

There was an error in the original input of the address upon transfer from previous management. The fees assessed were accurate according to the collection policy filed by the association with the county and were high due to the length of the delinquency. We have waived the fees due to the original...

error of the mailing address, and have sent a letter of apology to the homeowner.

I apologize for any inconvenience this situation has caused.  After reviewing the account, I found the annual billing statement was sent out on 12/2/17 to the property address ([redacted]) as did the 30 day, 60 day, and 90 day past due notices sent in February, March, and April...

respectively. Please see statements attached for your reference. It’s our policy to provide these notices and alert homeowners of their obligation to pay HOA assessments and fees. We did not find there to be any discrepancy or missing statements as part of your file.  Please let us know if there is a different address we should be using to send statements and correspondence.  The balance on the account remains past due and will result in additional charges if not paid.    Again, I apologize for any inconvenience this may have caused.

Good Day, We are the Homeowner Association's Management company. We are hired to enforce rules outlined in the Association's governing documents. After review of the Homeowners account we have determined that we are able to waive one of the fees incurred. This will leave a balance of $50. I am...

placing the account on hold for 60 days today to avoid incurring additional fees for this period. Homeowners can view the governing documents for their Home Association at [redacted].Thank you,[redacted]

Complaint: [redacted]
I am rejecting this response because: At this time the response from Spectrum has been the same response for eleven months.  Just extended the Easement/Storm Drain Rear Sandy Bay, Horizon Pointe SUBDVRegards,
[redacted]

Revdex.com:
I have reviewed the response made by Spectrum in reference to complaint ID [redacted], and find that this resolution is acceptable to me.
It is unfortunate that it took a Revdex.com complaint to get Spectrum to come to reason, but thank you.  I would like to emphasize that future disputes can be resolved with proper notification of bills when they are still current.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:There was no real effort made to resolve the issue or even an offer to refund the late fees. The operator I spoke with was very rude and only said "Autopay is not an excuse to miss a payment you should be checking your statements.
Regards,
[redacted]

Hello,I am sorry to hear you feel the letters are intentionally being sent late. I assure you that is not the case. I see that you called in on 3/10 and spoke with one of our site managers and while they were trying to get you in touch with a manager, the call disconnected for some reason. After...

that I see no further calls. I also looked into your account and I do not see any additional charges for the month of March other than the normal assessment charges.Although the letters states you only have 10 days, we do the drives every 2 weeks. In this scenario, the drive was done on march 3rd, the program runs the letters, and that takes a day usually then would have been sent out maybe on the 5th or 6th which would have run us through a weekend. We understand these things happen and are letting you know what could happen with the forced mow if the violation is not addressed. In this case, I assume you had everything mowed by the time the site manager did his next drive as I see the violation was closed and you were not charged.Please let us know what else we can do because at this point there were no charges to your account and the violation had been canceled. The violation letters are just part of living in an HOA. Our site manager drive through and are responsible for sending letters out to everyone who is in violation of the CC&Rs that govern your HOA. This is usually due to it being raining or cold, and the homeowner usually corrects this before the letter even gets to them. Moving forward, all you need to do is call in and speak with us and we will work with you to make sure everything is taken care of. Thank you for your time, and please let us know if there is anything else we can do to help,[redacted]Manager of Concierge Services

Our sincerest apologies for the confusion and frustration regarding your account at property address [redacted].  After reviewing the account, I see that the ownership change was processed originally on July 14 of 2016, however, an error occurred only a few days later that reversed the...

change.  You were then listed again as the current property owner.  I understand that you had made multiple attempts to reach us after this time and get the account corrected.  I sincerely apologize that the error was not immediately recognized and addressed.  On March 15 2017 the account was corrected.  The correct owner was posted to the account and all erroneous fees removed.  Your account with us has been zeroed out and you will no longer be contacted regarding the property account. Per your request, a letter of explanation is being mailed to your current address. Please let us know if there is anything else we can do to assist you.  Again, we sincerely apologize for any inconvenience this error may have caused.

Hello,We are sorry to hear you were not able to get the information from the title company at the time of closing. While all things that happen at closing are not something we have anything to do with, We are more than happy to help you out in any way. I have attached copies of the bylaws and a few...

other documents you may find helpful.As for the website, it appears you were missing a letter in the web site. Just as you found us on the Revdex.com website, you can see the company name is Spectrum Association Management. You can visit the web site at www.spectrumam.com and you will be able to log onto your account. Please feel free to contact us at 877-[redacted] and we will be able to assist you with getting logged on and everything all set up. It seems like you have not really had any interaction with us, but I assure you, you will see that we are here to help and make it easier for you to live in your home.Thank you for your concerns and I am sorry to hear about the title company not providing the information, but please feel free to reach out to us at any time for any help you may need.Have a great day, [redacted] Manager of Concierge Services 210.[redacted] | www.spectrumAM.com | [redacted] San Antonio, TX [redacted]

Mr. [redacted] lives on a zero property line lot. His neighbor has been leaving
his trash can permanently in front of his fence which is a deed violation. The violation notice should have been sent to the neighbor rather than Mr. [redacted].  [redacted], VP Operations, contacted Mr....

[redacted] and apologized for the error. All violation fees will be removed from his account and Mr. [redacted] will send a letter apologizing for the error. A notation has been added to the account to avoid any future errors.

Thank you for letting us know about your concern and please accept my apology for the confusion and miscommunication that has occurred on your account.  The fee of $25 charged to your account will be removed immediately.

We take full responsibility for the situation and understand why Ms. [redacted] is frustrated as we did not meet her expectations. Our ACC Coordinators are given a set of guidelines for processing requests that they are supposed to adhere to, however in this case, clearly those standards were...

insufficient. I regret that we provided Ms. [redacted] with bad service and a poor customer experience—it is the exact opposite of what we pride ourselves on. We value our customers and understand how important it is to offer exceptional service. Our ACC Coordinator has reached out to Ms. [redacted] to ensure that this request is taken care of and expedited. I would like to thank you for bringing this to our attention. It will help us improve our operations and services. If there are any other issues that need to be addressed, now or in the future, please don't hesitate to contact me personally by phone, email, or in person.  Kindest Regards,[redacted]Business Development Manager[redacted]

[redacted], Vice President of Operations at Spectrum Association Management, and their Accounting Software company investigated the concerns expressed by the homeowner regarding stoppage of the automatic payment of assessment fees. The results of the...

investigation indicated that homeowner set up an auto-pay to start April 1 with quarterly payments with an indefinite end date. The log indicates that the homeowner skipped payment on 9/29, and then cancelled the auto-pay on 10/11.[redacted] talked with the homeowner on October 16. The homeowner's complaint centered
around two areas: (1) auto-pay was stopped and (2) notification via paper
mail only. Mr. [redacted] explained that Spectrum did not stop the auto-pay,
but it appears that the auto-pay was stopped by the homeowner or his credit card
company. Homeowner stated he had not stopped auto-pay, but would contact
credit card company and call back. The homeowner stated that he would have
also liked to receive notification of the past-due account via e-mail rather
than paper mail. Mr. [redacted] explained that, at this time, Spectrum does not have the
ability to enable homeowners to opt-in to receive e-mail notifications for
past-due accounts.