Summit Management Services, Inc.

March 27, 2015Dear *** ***,
Please update the contact information for Summit Management Services, Incas follows:Summit Management Services, Inc*** *** *** Kensington, MD *** Main point of contact: Brenda C*** Phone: ###-###-####
In response to the
above referenced complaint that was filed on 3/10/2015: Summit Management Services, Inc(Summit) was the financial managing agent for the association of the customer that filed the complaintThe association had a bank account and lockbox set up through Alliance Bank and Summit recorded the transactions for the bank account on the association's booksThe customer/owner did make a payment on 2/6/of $which was deposited into the association's bank accountSummit is not an authorized signor on the bank account and therefore cannot issue any refund checks to the owner on behalf of the associationOnly the board members of the association have signature authority on the bank account and check requests must be approved by the board members.The association changed managing agents as of February 1, The information regarding this customers payment received in February 2015, after transition, has been transferred to the new managing agentThe new managing agent’s records should reflect this payment on the owners accountI have requested that the new managing agent review this matter and issue the owner a refund check if their account currently reflects a credit balanceThe HOA dues are a continuing monthly feeThe new managing agent maintains the current account balance, including the payment made in February 2015, for this owners accountI have requested that the new managing agent provide me with a copy of the refund check issued to the owner or a statement indicating that the payment received in February was applied to the owners account but no refund was due as the payment covered that balance due on the owners account and did not result in a creditI will provide copies of the documentation as soon as it is received from the new managing agentIf anything further is needed at this time that I can assist with please do not hesitate to contact me.Sincerely,Brenda C, CEO

Initial Business Response /* (1000, 5, 2016/03/22) */
We will accept payment of the amount due thus limiting credit score risk

Dear *** ***,
"
line-height:normal">Thank you for taking the time to
place your concerns in writing.
We apologize if your request was not
handled in a professional and timely manner.
As the managing agent for the
Association, we act at the direction of the Board of Directors for your
Association. The Board will consider
implementing a Policy that would authorize management to automatically issue reimbursement for over-payment of assessments, without first obtaining written notice of reimbursement from the homeowner.
We have reiterated the importance of timely and professional response with our staff and will continue to improve
upon the level of service we provide to our clients
Cordially,
Summit Management Services, Inc

Ms***: Unfortunately, I was just handed this complaint. I had our Operations Coordinator investigate any prior contacts and see that you may have sent prior emails to our CEO, Mr*** ** ***. He stated he has no record of receipt. While we never anticipate
complaints, we understand that it is the nature of most businesses to receive them. Nonetheless, we owe all parties an answer in this situation. We believe that it is our duty to respond in a reasonable period and have established a protocol for that eventuality. I cannot be certain what may have transpired in this particular situation but I have gathered some information in this matter and believe I have enough detail to adequately respond. I would, however, respectfully request that moving forward, you change your directory to refer ALL Revdex.com complaints related to Summit Management Services, Inc., to my attention at my email and business address AND, additionally, to our Operations Coordinator, Ms*** *** (email above). The issue: Ms*** established her lease relationship with us on May 13, at our apartment site known as “The Legends” which is one of our multifamily apartment communities in Hickory, NC. It is comprised of residential building and *** apartment units. Her lease expired on April 30, 2017. For your edification and information, each and every building consists of a first floor breezeway (and stairwells) with alternate exits and entriesThis is depicted in the photographs forwarded by Ms***. Each building’s primary entry has a concrete sidewalk pathway leading from and to a driveway and parking lot in front of and adjacent to each building. The other entry/exit, typically, has grass, stones or dirt and, typically is adjacent to the rear of each building, an area furthest from the parking area. As a matter of conduct we do not, nor would we ever dictate which entry a resident uses We believe that this portion of her letter is nonsensical, as we would never consider posting signs, providing verbal advice nor have a Lease covenant that dictates the route of travel that tenants, their pets or guests would choose. Nevertheless, and this is the salient point, each and every resident, by Lease Contract, is responsible for the condition of their premises during and at move-out, less “wear and tear”. She admits in written form that she cleaned the carpet due to the red clay staining. She states that it “cleaned up the red clay tremendously”. Yet, this statement, in itself, is an admission that the carpet area (by her own statements an area feet X feet) still had a stain upon her vacating the premises Despite her efforts to clean, the carpet and adjacent tile was left in a condition that we deemed to be non-rentable to the next prospect. This was not “wear and tear” under any landlord-tenant scenario. While the staining may have been limited to what she deems to be a small area, it is not reasonable for her to expect us to tear or cut out a portion of the carpet and have a new seamless carpet integrated into the existing carpet with the same wear patterns and color that existed. It would create a patchwork look in a primary pathway within the apartment that would not only be extremely noticeable but would not lend itself to a satisfactory viewing for a renting propsect. I have not had the full opportunity to investigate the issue with the vinyl replacement. However, I will do so and, if justified and reasonable, after discussion with site staff believe that a credit should be issued SPECIFIC to the vinyl work, we will be happy to do so. On the matter related to the carpet, however, our position is intractable unfortunately. Also, be aware that North Carolina Tenant-Landlord Law (and the Lease Contract) permits written Disposition of the Deposit to be forwarded to the former resident within days of move-out, assuming all conditions related to move-out are met. Accordingly, we met our burden under the law in this respect. I will be back in touch on the issue of vinyl replacement by no later than Wednesday (tomorrow) by close of business. My sincerest apologies for the delays in this response to both the Revdex.com and Ms***. Thank you. *** ***Executive Vice PresidentSummit Management Services, Inc.*** ** *** ***
*** ** *** office*** fax***

Initial Business Response /* (1000, 5, 2015/10/28) */
Dear Ms***:
We are in receipt of the above-captioned matter pertaining to former residents at Columbia Woods Apartments in Norton, Ohio
While the ***'s have written a compelling and persuasive letter they are, nonetheless,
confused as evidenced by the Attachment ("Move Out Report")The "Report" describes the condition of the premises at the time of their departure from Columbia WoodsPlease note the rear of the document where Mr***, in his own handwriting states "carpet in living room might need replaced"He signed the document and dated it 10-29-
MrJeff J***, the Property Manager at the premises on that date, completed the report, accompanied the ***s and noted that the carpet was "urine stained" or had "pet odor" and/or that the carpet required replacement throughout the entire *** premisesThis Move-Out document was fully completed by MrJ*** during the mutual inspection and BEFORE Mr*** made his written commentary and signed his namePlease also note that Mr*** had every opportunity to dispute MrJ***'s determination ON THE DOCUMENTHowever, he failed to state whether he agreed or disagreed with the full carpet assessment made by MrJ*** (there is an area of the form where Mr*** could have stated his dispute of MrJ***'s determination, just above the signature line)His statement, however, clearly acknowledges their responsibility for the damaged carpet
The fact is that the entire carpet was damaged and required replacement, as the Report statesAccordingly, and pursuant to the Lease Contract, charges for such replacement were levied on the account and are considered the responsibility of the ***s
It appears that the ***s have focused their concern on rental charges which are not at issue, nor have they ever beenWhile the Ledger may show a November, rent as due (after their departure), this charge was generated by the software well prior to their departure and was fully "credited" by MrJ*** so that the rent charge was effectively "zeroed" outThe ONLY balance due relates specifically to the carpet and its needed replacement
If you have further questions, please let us know
Thanks for providing us the opportunity to clarify this matter with the Revdex.com
Rick N***
Executive Vice President
Summit Management Services, Inc
WMarket Street
Akron, OH
*** office
*** fax
***

Summit Management Services, Inchereby submits the attachment of chronological circumstances as it relates to the Complainant's allegations.We believe that this information clearly and concisely demonstrates that staff at *** *** ** *** *** took progressive, reasonable and responsible
measures, at every turn, to resolve Ms***' concerns. Unfortunately, Ms*** was not satisfied with our efforts even though the facts reveal that neither we nor our Agents ever misled her in any shape, form or fashion.While we certainly appreciate Ms***' residency, we are unwilling to offer further compensation beyond what has already been offered to her.Thank you.Rick N***Executive Vice President

Dear [redacted],
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As the managing agent for the Association, we
act at the direction of the Board of DirectorsContractors that provide
service to the Association are hired by the Board of Directors for the Association.
This snow event, Blizzard 2016, was one of the
biggest snow events in the last several years.
As you are aware, there was a record amount of snow accumulation. As a result of the road conditions, snow
removal equipment failures and staff challenges, the snow removal was
delayed.
The
Board and Management agree that the snow removal did not go as smoothly as
possible; and we apologize for any inconvenience this caused.
The Board has already discussed contracting
with a different snow removal contractor who is able to meet the needs of the community and expectations of the Board and owners.
Thank you for taking the time to place your
concerns in writing
Cordially,
Summit Management Services, Inc

Dear [redacted],
Thank you for taking the time
to place your concerns in
writing.
As the Managing Agent for the Condominium Association (Condominium), we
assist the Board of Directors for the Condominium with administrating the
operational and financial aspects in accordance with the
Governing Documents and Adopted PolicesAs specified in the Governing Documents, assessment payments
are due on the 1st of the monthAssessment payments received after
the 15th of the month are considered late and subject to a late
charge.
In response to your request to have the late fees lowered,
the Board discussed and considered the circumstances you presented in your
complaintIn the next couple of days, you will receive a formal written
response to your request via USPS Mail
Respectfully,
Managing Agent, Summit Management Services, Inc

Dear [redacted], At the direction of the Board of Directors for the [redacted] Condominium (Association), we take great care to ensure that maintenance concerns are addressed accordingly and in a timely manner.    As you were previously advised, the blockage was...

found to be within the boundaries of your unit as defined by the Governing Documents for the Association. Thus, the responsibility to address said blockage is an owner’s responsibility, not the Association.  You were also advised, should you disagree with the findings reported by the plumbing contractor hired by the Board of Directors, to secure a second opinion from another licensed plumbing contractor. In the event, your contractor disagrees with the initial finding, please immediately contact Management. Based on the origin of the back-up, the Board of Directors has directed Management to not take further action regarding this matter.  We would be happy to further discuss this matter with you. At your earliest convenience, please contact Princess W[redacted], Community Association Manager at ###-###-#### or via[redacted]@summitmanage.com. Respectfully, Summit Management Services, Inc.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

Dear [redacted], Thank you for taking the time to place your concerns is writing. In response to your emailed dated December 21, 2017, stating that a box you placed out for pick-up was not retrieved and inquired whether there was a change in the recycle pick-up schedule due the holiday. Mrs. K[redacted]...

responded on the same day and advised, that she contacted the trash removal service and informed them of your concern; in addition to provided you the trash removal contact information as well.  By way of a separate email, Mrs. K[redacted] informed you that boxes are not picked up by the trash removal contractor, but instead by the County and provided you their contact information. In review of the chain of email communication between you and Mrs. K[redacted], your questions were addressed in a timely manner.  Regarding the inconsistent manner recycling items and household trash is collected, Management has expressed this concern to both the trash contractor and the County. Please accept our apologies, if you found that Mrs. K[redacted]’s responses were unclear. Again, thank you for bringing this matter to our attention. Should you have any further questions or concerns, please feel free to contact our office. Cordially, Summit Management Services, Inc.

Dear [redacted],
As the managing agent for the Association, we
act at the direction of the Board of Directors. Contractors that provide
service to the Association are hired by the Board of Directors for the Association. 
This snow event, Blizzard 2016, was one of the
biggest snow events in the last several years. 
As you are aware, there was a record amount of snow accumulation. 
As a result of the road conditions, snow
removal equipment failures and staff challenges, the snow removal was
delayed. 
The
Board and Management agree that the snow removal did not go as smoothly as
possible; and we apologize for any inconvenience this caused. 
The Board has already discussed contracting
with a different snow removal contractor who is able to meet the needs of the community and expectations of the Board and owners. 
Thank you for taking the time to place your
concerns in writing.
 
Cordially,
Summit Management Services, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:First, I’d like to point out I have two separate concerns. The first one is broader in nature, and may affect more people than just me. Summit, has an online banking system that has a four day lag in crediting payments made to them. If they know that payments made by the 15th are considered ontime, and they know about their lag in payment posting, they should make a practice of not charging late fees and legal fees until the 19th. Their current practice is unethical.Second, I have no problem paying the $150 dollars on the two late payments I made. I do have a problem paying late fees on late fees.Especially since Summit has dragged their feet on fixing the issues in our unit related to roaches, the carpet outside our door and the black mold. Thank you. [redacted]

Dear [redacted], Thank you for providing a copy of the plumbing report/findings dated September 21, 2017. In review, the report agrees that the blockage did not originate in the common pipes/plumbing. Thus, does not fall under the maintenance responsibility for the Association. However, your plumbers report did mention that the blockage may have originated from the unit below. It is my understanding that your legal counsel has been in direct communication with the Associations attorney regarding this matter. I am aware, that it was agreed to schedule another plumbing inspection to determine the exact cause and/or location of the blockage. The inspection will be performed by a licensed plumber this week. Your attendance or access to your unit is not required, but you are welcomed to be present. We hope that this matter is permanently resolved without further delay. Respectfully, Summit Management Services, Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: I have a copy of the Plumbers report, I spoke with the Plumber who confirmed that the back up did not originate in my unit, and I am in possession of an email from one of the Board Members confirming that the recurring backups are a result of a building plumbing issue. I am requesting to see s copy of a plumbing report which states that the problem originated in my unit. I live alone and was not at home for 3 weeks when the backup was discovered. I have heard the upstairs neighbor having their drain snaked since mg pipes were capped. This is further indication of the building plumbing problem.
Regards,
[redacted]

Review: Summit failed to ensure closing fees were included in HUD-1 by failing to respond to the settlement attorney. They withheld fees after property sold.

On July 3, 2013, I closed on the sale my condo (address [redacted] VA [redacted] unit [redacted]). I assumed the HUD-1 reflected all fees for settlement as I was informed the settlement attorney's office, [redacted] Law Office, reached out to Summit to obtain and ensure all fees were included in settlement and stated on the HUD-1. On July 5, after settlement, I received the first of several emails from the settlement attorney's office and Summit regarding resale fees I was not aware of prior to settling. In the first email, the settlement attorney confirmed they reached out to Summit numerous times the week before closing and never received a response regarding any resale fees due. Summit failed to respond to the repeated calls to ensure the sale of the property properly included all fees prior to closing.

Since July 5, I have corresponded with Summit numerous times via email to understand the fees due and received several emails from Summit reflecting changes in the amount due. There are two HOA associated with the sold condo - [redacted] and [redacted] Association. I agreed to pay Summit the [redacted] resale package fee of $175 plus an outstanding balance of $35 (total $210 to [redacted]), as I was aware there were fees due to [redacted]. I was never informed of any resale fees due to [redacted] prior to settlement, I also stated this in several emails to Summit when this was first brought to my attention after closing on the property. On July 5, the full payment for condo dues (NOT resale package fees) was inadvertently sent to Summit for the [redacted] and [redacted] condo dues via my online banking ($311 sent to [redacted], $49.58 to [redacted]). Summit confirmed receipt via email on 7/9/13. I requested they apply the [redacted] portion of $311 to the [redacted] resale balance and refund the remaining balance $101 from the [redacted] overage and $49.58 from the [redacted] dues that were inadvertently paid. Summit Management declined and instead, applied these payments to July condo dues, which I would not be responsible for as the property was sold on 7/3/13. Summit was well aware of the sale of the property and that the HUD-1 reflected the two day prorated July dues during settlement. Summit displayed unethical accounting practices by attempting to use the payment for July dues and continued to request I pay for the resale package fees. This was evident as Summit Management mailed a billing statement to me as of 7/15/13, for a balance of $244 to [redacted] - the resale package fees and water fees. The statement did not take in account the payment acknowledged on 7/9/13 by Summit Management, did not provide a breakdown of the fees, and included a water bill balance that was never mentioned.

Summit displayed poor business practices in their unwillingness to respond to repeated attempts from the buyers settlement attorney. They inaccurately and unethically applied payments and withheld credits after I initially requested the refund on 7/5/13, then again via email on 8/12/13, after Summit asked how I would prefer for the credit to be handled. Summit did not exhibit due diligence to ensure the sale of a property for which they manage included all fees. A seller should not be blind sided with fees after closing on a property. I was never made aware of the resale package fees due to [redacted] of $150. The settlement attorney was not made aware of any of the resale fees per email from the attorney's contact personnel on 7/5. Per the email, the settlement attorney made repeated attempts to confirm amounts with Summit, after no response, the HUD-1 was finalized for sell and these unknown subsequent fees were not included.Desired Settlement: My HUD-1 is inaccurate and does not reflect all my seller fees needed for tax purposes or my records. Summit should be held accountable for failing to fulfill their duties and for the accounting practices they have displayed. I requested on 7/25/13, that Summit provide an itemized statement of seller fees. In response to my request, Summit asked that I pay all fees prior to them providing an invoice listing the fees. What type of business practice is it to request payment prior to providing an

Business

Response:

[redacted]4:21 PM (24 minutes ago)to me[redacted], Below please read Summit Management’s response to complaint [redacted]. Please advise on the procedure going forward._____ A statement of account details all monies due at settlement. A resale package alone does not provide a complete quote of payments due at settlement. Therefore, it is common practice that a settlement company orders a statement of account for the sale of a home. It was the settlement company’s duty to inform the seller, [redacted], that a statement of account was required. Furthermore, a representative in the Accounting Department of Summit Management spoke to **. [redacted]’s settlement agent prior to the date of settlement, and informed the agent of all outstanding payments due at closing. Regards, [redacted]Office Manager Summit Management Services, Inc., [redacted] MD [redacted] Direct[redacted] Faxwww.summitmanage.com

Business

Response:

[redacted]10:09 AM (3 minutes ago)to meHello [redacted], I am following-up on Summit Management’s response to complaint [redacted]. Please advise on the status of this complaint and the procedure going forward. Thanks,[redacted] From: [redacted]

Sent: Thursday, September 19, 2013 4:22 PM

To: [redacted]

Cc: [redacted]

Subject: ID #[redacted] Summit Management Services, Inc. (MD) [redacted], Below please read Summit Management’s response to complaint [redacted]. Please advise on the procedure going forward._____ A statement of account details all monies due at settlement. A resale package alone does not provide a complete quote of payments due at settlement. Therefore, it is common practice that a settlement company orders a statement of account for the sale of a home. It was the settlement company’s duty to inform the seller, [redacted], that a statement of account was required. Furthermore, a representative in the Accounting Department of Summit Management spoke to **. [redacted]’s settlement agent prior to the date of settlement, and informed the agent of all outstanding payments due at closing. Regards, [redacted]Office Manager Summit Management Services, Inc., [redacted] MD [redacted] Direct[redacted] Faxwww.summitmanage.com

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The response from the business is not true. A statement of account details was never provided to the settlement company and per email support from the settlement company, Summit Management's Accounting Department did not inform the settlement company of the outstanding payments prior to closing. An email from Summit Management's Accounting Department alerting the settlement company of the resale package fee was sent on 7/5/13, subsequent to closing. The settlement company also stated in the email that numerous attempts were made to contact Summit Management and determine all outstanding payments the week before closing and the days leading up to closing.