Stellar Community Management

I have many issues with Stellar Management, LLC, in Glen Allen, VA, but for right now, I have two complaints in which I would like immediate help In the near future, however, I will file a complaint, one by one, against this company on the many growing issues I spoke with Stellar Management's Owner, Tracey T [redacted] , earlier this year -- I believe it was in May or June -- in regards to a few key items -- my history of never having heard of an HOA, not being given HOA documents upon moving into my home and my elevated concern regarding the newly-elected (or rather, "appointed") Home Owners' Association Board and their disrespectful treatment towards me at the recent Home Owners' Association meeting It was during this phone call with Talbert that I asked for the HOA Rules and Guidelines, and Talbert said she would send me an electronic copy of them, free of charge As mentioned, I never received rules and guidelines when I moved into my new home on December 16, In the lat

My vehicle was parked outside of my home, in my assigned parking spaceThe vehicle had a flat tire and an expired inspection sticker due to mechanical issuesInstead of repairing my vehicle I decided to donate it to the [redacted] When I woke up to go to work on Wednesday, April 6th at 5:25am there was an orange sticker on my vehicle indicating that it would be towed on Friday, April 8th due to it being inoperable So, I contacted the [redacted] to set up the vehicle pick up date and contacted [redacted] , since they put the notice on my car and I also contacted Stellar Management about my plans for donating the vehicle The representative from [redacted] requested that I call back Thursday morning at 8AM and speak with an employee by the name of Lawrence regarding the situationI compliedI attempted to reach out to Lawrence again on Thursday, April 7th at 9:30AM, however he was not in the officeI spoke to the same representative that I had previously spo

I have many issues with Stellar Management, LLC, in Glen Allen, VA, but for right now, I have two complaints in which I would like immediate help In the near future, however, I will file a complaint, one by one, against this company on the many growing issues
I spoke with Stellar Management's Owner, Tracey T***, earlier this year -- I believe it was in May or June -- in regards to a few key items -- my history of never having heard of an HOA, not being given HOA documents upon moving into my home and my elevated concern regarding the newly-elected (or rather, "appointed") Home Owners' Association Board and their disrespectful treatment towards me at the recent Home Owners' Association meeting It was during this phone call with Talbert that I asked for the HOA Rules and Guidelines, and Talbert said she would send me an electronic copy of them, free of charge
As mentioned, I never received rules and guidelines when I moved into my new home on December 16, In the lat

Our office is in receipt of your communication regarding a complaint that you have received referencing a "contract dispute" with a member of The Townes at Grand Oaks Homeowners' AssociationThe complaint ">was lodged with your organization on April , and is referenced by case number above. Upon review of the information provided by the complainant, we issue the following response : Stellar Community Management is a managing agent of The Townes at Grand Oaks Homeowners' Association and works at the instruction and direction of the Board of Directors of the corporationThat responsibility includes enforcement of the governing documents for the AssociationThe Homeowners' Association and its members are bound by regulations that pertain to the activities that occur upon the common area within the community, which includes the private parking areas that are maintained by the Association on behalf of all members of the community. The Board of Directors for the Townes at Grand Oaks Homeowners ' Association has adopted regulations that pertain to parking of vehicles within the communityThese regulations include restrictions for vehicles that are inoperable and do not display a current inspection sticker or proper license plate registrationOn April 7, I 6, our office received communication from Ms*** with respect to a notification that was posted to the vehicle in violation of the regulationsMs*** advised that the vehicle had a flat tire and out of date inspection sticker and requested that the vehicle not be towedMs*** was advised of the regulations in the community that restrict parking of derelict vehicles upon the property and was further advised that the vehicle would likely be towed by the Association's towing contractor (ABT Towing)Ms*** was certainly not happy with this information and advised our office that if the vehicle was towed, that she would be sending the bill to our office (Stellar Community Management) for paymentShe was advised at that time that the Association, Towing Company, nor management were responsible for her towing bill and that if the vehicle remained on the property and was towed, that the vehicle would remain with the towing company until such time as she or her agent paid for release of the vehicle from the towing yard Please note that the towing company (ABT Towing) is not a contractor of Stellar Community Management but in fact is contracted through the Association. Management acted at the direction of the Board of Directors and complied with the regulations of the community that have been in effect for a number of yearsI have enclosed a copy of the Regulations of the Association for your use. Sincerely, Angela Y***, CMCA, AMS , PCAM Community Manager

My vehicle was parked outside of my home, in my assigned parking spaceThe vehicle had a flat tire and an expired inspection sticker due to mechanical issuesInstead of repairing my vehicle I decided to donate it to the *** ***When I woke up to go to work on Wednesday, April 6th at 5:25am there was an orange sticker on my vehicle indicating that it would be towed on Friday, April 8th due to it being inoperable So, I contacted the *** *** to set up the vehicle pick up date and contacted *** *** ***, since they put the notice on my car and I also contacted Stellar Management about my plans for donating the vehicle
The representative from *** requested that I call back Thursday morning at 8AM and speak with an employee by the name of Lawrence regarding the situationI compliedI attempted to reach out to Lawrence again on Thursday, April 7th at 9:30AM, however he was not in the officeI spoke to the same representative that I had previously spo

My vehicle was parked outside of my home, in my assigned parking spaceThe vehicle had a flat tire and an expired inspection sticker due to mechanical issuesInstead of repairing my vehicle I decided to donate it to the *** ***When I woke up to go to work on Wednesday, April 6th at 5:25am there was an orange sticker on my vehicle indicating that it would be towed on Friday, April 8th due to it being inoperable So, I contacted the *** *** to set up the vehicle pick up date and contacted *** *** ***, since they put the notice on my car and I also contacted Stellar Management about my plans for donating the vehicle
The representative from *** requested that I call back Thursday morning at 8AM and speak with an employee by the name of Lawrence regarding the situationI compliedI attempted to reach out to Lawrence again on Thursday, April 7th at 9:30AM, however he was not in the officeI spoke to the same representative that I had previously spo

Unresponsive to the needs of clients

Our office is in receipt of your communication regarding a
complaint that you have received referencing service issuesThe complaint is
referenced by the case number aboveUpon review of the information provided by
the complainant, we issue the following response: Stellar Community
Management
is a managing agent of The Liberty Trace Homeowners' Association, Incand
works at the instruction and direction of the Board of Directors of the
corporationThe three initial Board of Directors for the Association were
elected at a meeting of the Homeowners within the community at a duly noticed
Special Meeting held on September 25, At the Annual Association Meeting
held in February 2016, The Association attempted to elect two additional
members to the BoardAll residents were notified in advance of the meeting and
able to cast a vote for Directors either in person or by proxyAs no quorum
was present for this meeting, the election could not take placeA subsequent
mailing of ballots sent out to the community also failed to reach a quorum of
the members and votesPursuant to the By-laws, two additional members, being
the only nominees, were appointed to the Board at a duly noticed Board of
Directors Meeting held in June Ms*** was present at this meeting and
witnessed the appointment of two additional DirectorsMeeting minutes are
available to confirm the above itemsThe Board has been kept abreast of the
communications sent from Ms*** regarding numerous itemsMs*** stales
that she was unaware of the fact that her community was a part of a Homeowners
Association, however records indicate that she was made aware of that fact
prior to her purchase and submitted an Architectural Modification Application
to the Association for review prior to moving into the homeHer application
was approved in advance of her closing in December Upon receipt of
closing documents, a welcome letter was sent to the resident on behalf of the
Association advising her that she should have received the appropriate
documents related to the Association prior to or upon closing and they should
be reviewedThese documents are provided by the seller to the purchaserThe
letter advises the owner of numerous items related to the function of the
Association and is attached for referenceIn October 2013, Ms*** submitted
an additional request for Architectural Modification that was reviewed and
approvedSeveral days after receipt of approval she contacted our office via
e-mail stating that she could not find her rules and regulations for the
communityShe advised she had received a thin copy of documents via e-mail but
was not sure they were the complete setShe requested a full set be sent to
her as she wished to verify something within her requestA response was
provided to Ms*** the next day advising that a complete packet could be made
for her at a cost of $which covers the copies, supplies and time for
completing the packetMs*** confirmed this was acceptable and a packet was
produced and delivered to her homeMs*** inquired as to how this could be
paid for and remitted paymentIn correspondence to our office in April
Ms*** references her use of the "booklet" we provided for her as
she works on another Architectural Modification RequestAt the Board of
Directors Meeting held in June 2016, Ms*** expressed her dissatisfaction to
the Board of Directors regarding communication she received regarding a
community violation related to the installation of a storm door without ARC
approvalThis issue arose in the Spring of and not in as stated in
her complaintMs*** submitted an application following the violation letter
which was deniedMs*** was then provided the opportunity to appeal the
decision with the Board of Directors*** *** submitted a letter of appeal to
the Board for review on May 29, which referenced she did not have
knowledge of the HOA or the rulesDuring the Board of Directors Meeting Ms
*** spent a great deal of time talking throughout the meeting both in and
outside of Member Forum and was not satisfied with the Boards' response to her
commentsShe contacted our office the next day via e-mail and phoneI spent
more than an hour talking with her and explaining Board of Director Meetings,
Association processes, functions of the Association, vendor responsibilities,
Association responsibilities and Board of Director responsibilitiesMs***
spent a great deal of time discussing her opinion of the meeting and Directors
The conversation appeared to end well and was focused on the understanding that
Directors of the community are elected by the residents and work to the benefit
of the majority of the Association verses individual needsOptions were
discussed as to how members could work to effect changes in the community that
they feel are important I do not recall any conversation related to
reimbursement of $for a packet and do not recall stating I would take
that into considerationThose funds are collected for reimbursement to the
Association and were remitted by her to the Association along with her payment
for monthly assessmentsI do not recall any additional conversation related to
issuing her another full document packetTo date, Ms*** has received at
least two copies of the packetPlease note that any updates to rules,
regulations, policies or procedures are sent to all residents of the community
via mailThese changes are accompanied by a notice indicating the purpose of
the change and that these items should be kept within the homeowners'
association document!iAt this time, the Board has agreed to provide another
complete copy of the community documents and guidelines for Ms*** with the
contingency that they be sent certified mailreturn receiptAs for the refund
of $25.00, I will defer to the Board of Directors of the community as this
money was paid to them in and would fall under their discretion to
reimburseThe second and smaller portion of the complaint relates to
inconsistent irrigationAll records and correspondence related to irrigation
and repair are maintained and show that issues are reported to *** in a
timely mannerAdditionally, they have communicated and met with Ms*** to
verify that the issues are resolvedBoth the Board and Landscaping Committee
for the community are aware of the grounds and irrigation needs within the
community and have developed a plan for the FallThis information has also
been communicated to Ms***Stellar Community Management is not authorized
to hire or fire a vendor on behalf of the communityWe can, however, be tasked
by the Board of Directors to select bids for servicesThe Board and Committee
are currently securing bids for landscaping for the upcoming year as is their
due diligence and fiduciary responsibilityThese bid" will be discussed
in a regularly scheduled Board of Directors meeting in which residents are
invited and encouraged to attendA Member Forum is held within each meeting to
allow residents to provide comments or ask questions of the BoardMs*** is
encouraged to attend and follow the proper rules and procedures of the meeting
so that she can better understand the obligations of the contractor and
AssociationShould you have any additional needs or questions, please do not
hesitate to contact me

I have many issues with Stellar Management, LLC, in Glen Allen, VA, but for right now, I have two complaints in which I would like immediate help In the near future, however, I will file a complaint, one by one, against this company on the many growing issues
I spoke with Stellar Management's Owner, Tracey T***, earlier this year -- I believe it was in May or June -- in regards to a few key items -- my history of never having heard of an HOA, not being given HOA documents upon moving into my home and my elevated concern regarding the newly-elected (or rather, "appointed") Home Owners' Association Board and their disrespectful treatment towards me at the recent Home Owners' Association meeting It was during this phone call with Talbert that I asked for the HOA Rules and Guidelines, and Talbert said she would send me an electronic copy of them, free of charge
As mentioned, I never received rules and guidelines when I moved into my new home on December 16, In the lat

Our office is in receipt of your communication regarding a complaint that you have received referencing a "contract dispute" with a member of The Townes at Grand Oaks Homeowners' AssociationThe complaint was lodged with your organization on April , and is referenced by case
number above. Upon review of the information provided by the complainant, we issue the following response : Stellar Community Management is a managing agent of The Townes at Grand Oaks Homeowners' Association and works at the instruction and direction of the Board of Directors of the corporationThat responsibility includes enforcement of the governing documents for the AssociationThe Homeowners' Association and its members are bound by regulations that pertain to the activities that occur upon the common area within the community, which includes the private parking areas that are maintained by the Association on behalf of all members of the community. The Board of Directors for the Townes at Grand Oaks Homeowners ' Association has adopted regulations that pertain to parking of vehicles within the communityThese regulations include restrictions for vehicles that are inoperable and do not display a current inspection sticker or proper license plate registrationOn April 7, I 6, our office received communication from Ms*** with respect to a notification that was posted to the vehicle in violation of the regulationsMs*** advised that the vehicle had a flat tire and out of date inspection sticker and requested that the vehicle not be towedMs*** was advised of the regulations in the community that restrict parking of derelict vehicles upon the property and was further advised that the vehicle would likely be towed by the Association's towing contractor (ABT Towing)Ms*** was certainly not happy with this information and advised our office that if the vehicle was towed, that she would be sending the bill to our office (Stellar Community Management) for paymentShe was advised at that time that the Association, Towing Company, nor management were responsible for her towing bill and that if the vehicle remained on the property and was towed, that the vehicle would remain with the towing company until such time as she or her agent paid for release of the vehicle from the towing yard Please note that the towing company (ABT Towing) is not a contractor of Stellar Community Management but in fact is contracted through the Association. Management acted at the direction of the Board of Directors and complied with the regulations of the community that have been in effect for a number of yearsI have enclosed a copy of the Regulations of the Association for your use. Sincerely, Angela Y***, CMCA, AMS , PCAM Community Manager

Revdex.com:
I have reviewed the offer and/or 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.
Yes, it is true I submitted a form BEFORE I moved into my home for a whole-house back-up generator to be installed on the side of my home.  However, this does not mean I was aware of what an HOA is and what it is for.  I had never heard of an HOA before.  And when I did fill out that request for a back-up generator, I did NOT pay any attention to it, for [redacted] e-mailed it to me in California and stated it was important to get it completed as soon as possible, that it was just a formality.  And yes, this was completely my fault for not paying attention to what I was completing, but at the time I had many, MANY things on my plate and had full confidence in Judy's request.  Judy was very informative and had a heart of gold, so I had no reason to question her or what the paper work was all about.  So again, that was my fault.
However, that does not mean I received a full package of the HOA rules.  And regardless of the letter you attached to your response -- the letter that welcomes me to the neighborhood, so to speak -- that does not indicate I signed for a package that had HOA rules in my possession.  I did receive tons of instruction manuals for my appliances and about the home's water heater and HVAC system, but again, I did not receive HOA rules.  So the welcome-to-the-neighborhood letter does state I should have received an HOA rules packet at the time of move-in or closing or whatever, I assumed I must have gotten the packet, because I had received many things, again, about the appliances and what-not.
After a call to Angela Y[redacted], Community Manager, sometime in 2012, THEN I was made aware of having to have permission to alter the outside of my home, and yes, I did submit requests, but again, that does NOT mean I had a copy of the HOA rules.
It's common sense, and I am extremely angry at your cold "professionalism" to try to prove me wrong, that I would go out of my way to try to be crafty and manipulative and make up, conjure up, a story about me not receiving something.
Again, it's common sense.  If I had a list of rules, I am the type of person who DOES want to abide by the rules if I knew there were rules to abide by.  I would make sure I was familiar with those rules and go through the proper channels for whatever it may be.  And then when I did receive a copy of the HOA rules (well, what I thought were ALL of the rules, rules in which I paid $25 for, and yet later came to find out, it wasn't all of the rules), I then reviewed everything.
I have no idea what you are referencing, too, when you state in your reply letter to my complaint that I was given all of the rules.  Again, this is not so.  Also, Tracey, you did state over the phone to me that I would receive an "E-copy" of the entire HOA rules, and that you would take into "consideration" about reimbursing me the $25 I had paid for what I thought to be ALL of the HOA rules.
Look. You guys run a crafty business and are very good at talking a good game and knowing laws and rules. However, your personal, professional, people, common sense and communication skills are lacking.  Shame on you for trying to build a case against my word.  I am a good and kind woman who has always communicated to Stellar's office in such manner.  There's something about talking with Angela, mostly, that emits a type of coldness.  Perhaps it's what she is paid AND/OR a lot of personal issues, but it's not welcoming or friendly, and many mistakes have been made, regardless of what you seem to think is going on, Tracey.  I firmly believe and know the following:  management sets the tone of a business environment.  So this tells me a lot on who you choose to be and how you choose your company to be.  Again, I'm surprised your still in business.
[redacted]

Revdex.com:
I have reviewed the offer and/or 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.
Yes, it is true I submitted a form BEFORE I moved into my home for a whole-house back-up generator to be installed on the side of my home.  However, this does not mean I was aware of what an HOA is and what it is for.  I had never heard of an HOA before.  And when I did fill out that request for a back-up generator, I did NOT pay any attention to it, for [redacted] e-mailed it to me in California and stated it was important to get it completed as soon as possible, that it was just a formality.  And yes, this was completely my fault for not paying attention to what I was completing, but at the time I had many, MANY things on my plate and had full confidence in Judy's request.  Judy was very informative and had a heart of gold, so I had no reason to question her or what the paper work was all about.  So again, that was my fault.However, that does not mean I received a full package of the HOA rules.  And regardless of the letter you attached to your response -- the letter that welcomes me to the neighborhood, so to speak -- that does not indicate I signed for a package that had HOA rules in my possession.  I did receive tons of instruction manuals for my appliances and about the home's water heater and HVAC system, but again, I did not receive HOA rules.  So the welcome-to-the-neighborhood letter does state I should have received an HOA rules packet at the time of move-in or closing or whatever, I assumed I must have gotten the packet, because I had received many things, again, about the appliances and what-not.After a call to Angela Y[redacted], Community Manager, sometime in 2012, THEN I was made aware of having to have permission to alter the outside of my home, and yes, I did submit requests, but again, that does NOT mean I had a copy of the HOA rules.It's common sense, and I am extremely angry at your cold "professionalism" to try to prove me wrong, that I would go out of my way to try to be crafty and manipulative and make up, conjure up, a story about me not receiving something.Again, it's common sense.  If I had a list of rules, I am the type of person who DOES want to abide by the rules if I knew there were rules to abide by.  I would make sure I was familiar with those rules and go through the proper channels for whatever it may be.  And then when I did receive a copy of the HOA rules (well, what I thought were ALL of the rules, rules in which I paid $25 for, and yet later came to find out, it wasn't all of the rules), I then reviewed everything.I have no idea what you are referencing, too, when you state in your reply letter to my complaint that I was given all of the rules.  Again, this is not so.  Also, Tracey, you did state over the phone to me that I would receive an "E-copy" of the entire HOA rules, and that you would take into "consideration" about reimbursing me the $25 I had paid for what I thought to be ALL of the HOA rules.Look. You guys run a crafty business and are very good at talking a good game and knowing laws and rules. However, your personal, professional, people, common sense and communication skills are lacking.  Shame on you for trying to build a case against my word.  I am a good and kind woman who has always communicated to Stellar's office in such manner.  There's something about talking with Angela, mostly, that emits a type of coldness.  Perhaps it's what she is paid AND/OR a lot of personal issues, but it's not welcoming or friendly, and many mistakes have been made, regardless of what you seem to think is going on, Tracey.  I firmly believe and know the following:  management sets the tone of a business environment.  So this tells me a lot on who you choose to be and how you choose your company to be.  Again, I'm surprised your still in business.[redacted]

Review: I have many issues with Stellar Management, LLC, in Glen Allen, VA, but for right now, I have two complaints in which I would like immediate help. In the near future, however, I will file a complaint, one by one, against this company on the many growing issues.

I spoke with Stellar Management's Owner, Tracey T[redacted], earlier this year -- I believe it was in May or June -- in regards to a few key items -- my history of never having heard of an HOA, not being given HOA documents upon moving into my home and my elevated concern regarding the newly-elected (or rather, "appointed") Home Owners' Association Board and their disrespectful treatment towards me at the recent Home Owners' Association meeting. It was during this phone call with Talbert that I asked for the HOA Rules and Guidelines, and Talbert said she would send me an electronic copy of them, free of charge.

As mentioned, I never received rules and guidelines when I moved into my new home on December 16, 2011. In the latter part of 2012 -- around July or August -- I called Stellar regarding another matter, but Angela Young, Property Manager, brought it to my attention my new storm door was in violation of the HOA rules. Never having received these rules, I asked her for a copy of them. She said she'd make a copy of the HOA rules and put them in the mail to me for $25. When I did receive the HOA rules, four years later I come to find out Young didn't send me ALL of the HOA rules, just a certain part of them.

So back to when I was talking with Talbert over the phone, I mentioned this as well -- that I had to pay $25 for something that was supposed to be given to me at the time of move-in, AND what I was given was not the entire document. I asked Talbert to reimburse me my $25 for this as well. Talbert said she would "take this into consideration."

I want what Talbert said she would send me -- an e-mailed copy of the HOA Rules and Guidelines. Also, I am not "asking" for my $25 back, I expect it.Desired Settlement: Not only do I expect a $25 refund for a "part" of the HOA rules I was mailed by Angela Young, but I also want the e-mailed copy of the entire HOA Guidelines and Rules for this town home in the Liberty Trace community.

Business

Response:

Our office is in receipt of your communication regarding a

complaint that you have received referencing service issues. The complaint is

referenced by the case number above. Upon review of the information provided by

the complainant, we issue the following response: Stellar Community Management

is a managing agent of The Liberty Trace Homeowners' Association, Inc. and

works at the instruction and direction of the Board of Directors of the

corporation. The three initial Board of Directors for the Association were

elected at a meeting of the Homeowners within the community at a duly noticed

Special Meeting held on September 25, 2015. At the Annual Association Meeting

held in February 2016, The Association attempted to elect two additional

members to the Board. All residents were notified in advance of the meeting and

able to cast a vote for Directors either in person or by proxy. As no quorum

was present for this meeting, the election could not take place. A subsequent

mailing of ballots sent out to the community also failed to reach a quorum of

the members and votes. Pursuant to the By-laws, two additional members, being

the only nominees, were appointed to the Board at a duly noticed Board of

Directors Meeting held in June 2016. Ms. [redacted] was present at this meeting and

witnessed the appointment of two additional Directors. Meeting minutes are

available to confirm the above items. The Board has been kept abreast of the

communications sent from Ms. [redacted] regarding numerous items. Ms. [redacted] stales

that she was unaware of the fact that her community was a part of a Homeowners

Association, however records indicate that she was made aware of that fact

prior to her purchase and submitted an Architectural Modification Application

to the Association for review prior to moving into the home. Her application

was approved in advance of her closing in December 2011. Upon receipt of

closing documents, a welcome letter was sent to the resident on behalf of the

Association advising her that she should have received the appropriate

documents related to the Association prior to or upon closing and they should

be reviewed. These documents are provided by the seller to the purchaser. The

letter advises the owner of numerous items related to the function of the

Association and is attached for reference. In October 2013, Ms. [redacted] submitted

an additional request for Architectural Modification that was reviewed and

approved. Several days after receipt of approval she contacted our office via

e-mail stating that she could not find her rules and regulations for the

community. She advised she had received a thin copy of documents via e-mail but

was not sure they were the complete set. She requested a full set be sent to

her as she wished to verify something within her request. A response was

provided to Ms. [redacted] the next day advising that a complete packet could be made

for her at a cost of $25.00 which covers the copies, supplies and time for

completing the packet. Ms. [redacted] confirmed this was acceptable and a packet was

produced and delivered to her home. Ms. [redacted] inquired as to how this could be

paid for and remitted payment. In correspondence to our office in April 2016

Ms. [redacted] references her use of the "booklet" we provided for her as

she works on another Architectural Modification Request. At the Board of

Directors Meeting held in June 2016, Ms. [redacted] expressed her dissatisfaction to

the Board of Directors regarding communication she received regarding a

community violation related to the installation of a storm door without ARC

approval. This issue arose in the Spring of 2016 and not in 2012 as stated in

her complaint. Ms. [redacted] submitted an application following the violation letter

which was denied. Ms. [redacted] was then provided the opportunity to appeal the

decision with the Board of Directors. [redacted] submitted a letter of appeal to

the Board for review on May 29, 2016 which referenced she did not have

knowledge of the HOA or the rules. During the Board of Directors Meeting Ms.

[redacted] spent a great deal of time talking throughout the meeting both in and

outside of Member Forum and was not satisfied with the Boards' response to her

comments. She contacted our office the next day via e-mail and phone. I spent

more than an hour talking with her and explaining Board of Director Meetings,

Association processes, functions of the Association, vendor responsibilities,

Association responsibilities and Board of Director responsibilities. Ms. [redacted]

spent a great deal of time discussing her opinion of the meeting and Directors.

The conversation appeared to end well and was focused on the understanding that

Directors of the community are elected by the residents and work to the benefit

of the majority of the Association verses individual needs. Options were

discussed as to how members could work to effect changes in the community that

they feel are important I do not recall any conversation related to

reimbursement of $25.00 for a packet and do not recall stating I would take

that into consideration. Those funds are collected for reimbursement to the

Association and were remitted by her to the Association along with her payment

for monthly assessments. I do not recall any additional conversation related to

issuing her another full document packet. To date, Ms. [redacted] has received at

least two copies of the packet. Please note that any updates to rules,

regulations, policies or procedures are sent to all residents of the community

via mail. These changes are accompanied by a notice indicating the purpose of

the change and that these items should be kept within the homeowners'

association document!i. At this time, the Board has agreed to provide another

complete copy of the community documents and guidelines for Ms. [redacted] with the

contingency that they be sent certified mail. return receipt. As for the refund

of $25.00, I will defer to the Board of Directors of the community as this

money was paid to them in 2013 and would fall under their discretion to

reimburse. The second and smaller portion of the complaint relates to

inconsistent irrigation. All records and correspondence related to irrigation

and repair are maintained and show that issues are reported to [redacted] in a

timely manner. Additionally, they have communicated and met with Ms. [redacted] to

verify that the issues are resolved. Both the Board and Landscaping Committee

for the community are aware of the grounds and irrigation needs within the

community and have developed a plan for the Fall. This information has also

been communicated to Ms. [redacted]. Stellar Community Management is not authorized

to hire or fire a vendor on behalf of the community. We can, however, be tasked

by the Board of Directors to select bids for services. The Board and Committee

are currently securing bids for landscaping for the upcoming year as is their

due diligence and fiduciary responsibility. These bid" will be discussed

in a regularly scheduled Board of Directors meeting in which residents are

invited and encouraged to attend. A Member Forum is held within each meeting to

allow residents to provide comments or ask questions of the Board. Ms. [redacted] is

encouraged to attend and follow the proper rules and procedures of the meeting

so that she can better understand the obligations of the contractor and

Association. Should you have any additional needs or questions, please do not

hesitate to contact me.

Consumer

Response:

I have reviewed the offer and/or 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.

Yes, it is true I submitted a form BEFORE I moved into my home for a whole-house back-up generator to be installed on the side of my home. However, this does not mean I was aware of what an HOA is and what it is for. I had never heard of an HOA before. And when I did fill out that request for a back-up generator, I did NOT pay any attention to it, for [redacted] e-mailed it to me in California and stated it was important to get it completed as soon as possible, that it was just a formality. And yes, this was completely my fault for not paying attention to what I was completing, but at the time I had many, MANY things on my plate and had full confidence in Judy's request. Judy was very informative and had a heart of gold, so I had no reason to question her or what the paper work was all about. So again, that was my fault.

Review: My vehicle was parked outside of my home, in my assigned parking space. The vehicle had a flat tire and an expired inspection sticker due to mechanical issues. Instead of repairing my vehicle I decided to donate it to the [redacted]. When I woke up to go to work on Wednesday, April 6th at 5:25am there was an orange sticker on my vehicle indicating that it would be towed on Friday, April 8th due to it being inoperable. So, I contacted the [redacted] to set up the vehicle pick up date and contacted [redacted], since they put the notice on my car and I also contacted Stellar Management about my plans for donating the vehicle.

The representative from [redacted] requested that I call back Thursday morning at 8AM and speak with an employee by the name of Lawrence regarding the situation. I complied. I attempted to reach out to Lawrence again on Thursday, April 7th at 9:30AM, however he was not in the office. I spoke to the same representative that I had previously spoken to about the vehicle being donated and the pick up date being Monday, April 11th. The rep told me that should be fine and if I got a chance to call back to speak with Lawrence. I then contacted Stellar Management to assist me in this matter, I spoke with the receptionist and Angela, The Townes at Grand Oaks Property Manager, regarding the donation. I informed Angela that my vehicle is parked in front of my home and should not be towed because the [redacted] is coming to pick it up. She indicated to me that per the bylaws the towing company has every right to tow my car and that Stellar will not be held responsible for refunding me any fees associated with the seizure of my vehicle. I informed Angela that if such thing did occur I will be holding them responsible since I have communicated with both parties about what is happening with the car. Needless to say the car was towed on Friday, April 8th, when I was working out of town, which has created various issues.Desired Settlement: I'm requesting to be reimbursed by Stellar Management Company or their contact towing company for the towing fees.

Business

Response:

Our office is in receipt of your communication regarding a complaint that you have received referencing a "contract dispute" with a member of The Townes at Grand Oaks Homeowners' Association. The complaint was lodged with your organization on April 11 , 2016 and is referenced by case number above. Upon review of the information provided by the complainant, we issue the following response : Stellar Community Management is a managing agent of The Townes at Grand Oaks Homeowners' Association and works at the instruction and direction of the Board of Directors of the corporation. That responsibility includes enforcement of the governing documents for the Association. The Homeowners' Association and its members are bound by regulations that pertain to the activities that occur upon the common area within the community, which includes the private parking areas that are maintained by the Association on behalf of all members of the community. The Board of Directors for the Townes at Grand Oaks Homeowners ' Association has adopted regulations that pertain to parking of vehicles within the community. These regulations include restrictions for vehicles that are inoperable and do not display a current inspection sticker or proper license plate registration. On April 7, 20 I 6, our office received communication from Ms. [redacted] with respect to a notification that was posted to the vehicle in violation of the regulations. Ms. [redacted] advised that the vehicle had a flat tire and out of date inspection sticker and requested that the vehicle not be towed. Ms. [redacted] was advised of the regulations in the community that restrict parking of derelict vehicles upon the property and was further advised that the vehicle would likely be towed by the Association's towing contractor (ABT Towing). Ms. [redacted] was certainly not happy with this information and advised our office that if the vehicle was towed, that she would be sending the bill to our office (Stellar Community Management) for payment. She was advised at that time that the Association, Towing Company, nor management were responsible for her towing bill and that if the vehicle remained on the property and was towed, that the vehicle would remain with the towing company until such time as she or her agent paid for release of the vehicle from the towing yard . Please note that the towing company (ABT Towing) is not a contractor of Stellar Community Management but in fact is contracted through the Association. Management acted at the direction of the Board of Directors and complied with the regulations of the community that have been in effect for a number of years. I have enclosed a copy of the Regulations of the Association for your use. Sincerely, Angela Y[redacted], CMCA, AMS , PCAM Community Manager