Vanguard Management

I am in receipt of two (2) complaints sent to my office within three (3) calendar days regarding the same subject reference number.I am sorry that this individual seems to have had difficulty reaching our officeWe take these matters very seriously and research concerns of this nature when we receive themOur procedure is to log all incoming calls from homeowners or other outside parties.Our record of events concerning this complainant are as follows:# The complainant is a homeowner in the [redacted] Community Association, a homeowners association in Frederick MD.# A review of our system logs could not find a call on from this individual on June 3rd.# If the complainant did visit our office to make his payment, it is indeed our policy that we do not accept assessment payments in our office # This has been our policy for several years and has been communicated in numerous times and in various ways to all homeowners in the many associations we represent# A late payment notice, including an account statement for the months of February through June 2015, for past due assessments was mailed to the address of record, an address within the [redacted] Community Association in Frederick, MD# The notice year which included instructions on how to make the payment# Further, the complainants association assessments for were not paid until April of 2015# A late notice was mailed each month beginning in February of for past due assessments to the address of record in Frederick, MD# We were first notified of a different mailing address for this complainant via a note written on the pool pass application of a new mailing address for the owner of the property on June 15, # The address was corrected in our system that day# No other written requests for an address change were received from this complainant.# It is unclear how long the complainant homeowner was no longer living at the Frederick property in question#The [redacted] Community Association has a collection policy which was mailed to all homeowners o No less than five (5) notices were mailed to all homeowners of this Association from the Board of Directors notifying homeowners about the late fees taking effect in 2015.It is the decision and direction for the Board of Directors of the [redacted] Association that they will not waive any late fees or penalties related to the late payment of the assessments.Sincerely, VANGUARD MANAGEMENT ASSOCIATES, INC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I never screamed at the person working for vanguardShe was very unprofessional during the entire conversationI stated that I received a letter stating that coupons would be sent to me I had my mailed forwards from my previous addresses and there was no reason not to receive themHer tone was very belittling and she was not helpful at allI have submitted change of addresses via mail and nothing was correctedAlso, how is it that the letter stating that my tenants could not get a pool pass due to an outstanding balanceFor this letter to come from a person in management shows that the unprofessionalism is throughout the company This is so sad This should be investigated and not just quotes from the person in which this claim is againstIf the conversation was recorded someone should listen to itI would not have used my valuable time to file a complaint if it wasn't warrantedThink about it The information provided was incorrectI called on Sunday and MondayMy call was never returnedThe unprofessional comment that was given to me "I had other calls to return" Okay, my call was not one Of them and they should Have been returned in the order that they were left I am very disappointed with this company I have been a owner since and have never had such a horrible experience The lady before this one was very nice and professional Regards, [redacted]

I am in receipt of two (2) complaints sent to my office within three (3) calendar days regarding the same subject reference numberI am sorry that this individual seems to have had difficulty reaching our officeWe take these matters very seriously and research concerns of this nature when we receive themOur procedure is to log all incoming calls from homeowners or other outside parties.Our record of events concerning this complainant are as follows: # The complainant is a homeowner in the [redacted] Community Association, a homeowners association in Frederick MD# A review of our system logs could not find a call on from this individual on June 3rd# If the complainant did visit our office to make his payment, it is indeed our policy that we do not accept assessment payments in our office # This has been our policy for several years and has been communicated in numerous times and in various ways to all homeowners in the many associations we represent # A late payment notice, including an account statement for the months of February through June 2015, for past due assessments was mailed to the address of record, an address within the [redacted] Community Association in Frederick, MD # The notice year which included instructions on how to make the payment# Further, the complainants association assessments for were not paid until April of # A late notice was mailed each month beginning in February of for past due assessments to the address of record in Frederick, MD # We were first notified of a different mailing address for this complainant via a note written on the pool pass application of a new mailing address for the owner of the property on June 15, # The address was corrected in our system that day # No other written requests for an address change were received from this complainant# It is unclear how long the complainant homeowner was no longer living at the Frederick property in question #The [redacted] Community Association has a collection policy which was mailed to all homeowners o No less than five (5) notices were mailed to all homeowners of this Association from the Board of Directors notifying homeowners about the late fees taking effect in It is the decision and direction for the Board of Directors of the [redacted] Association that they will not waive any late fees or penalties related to the late payment of the assessments.Sincerely, VANGUARD MANAGEMENT ASSOCIATES, INC

July 15, Dear [redacted] , I received a copy of a complaint on July 8, for the above referenced ID numberI have researched the complainant's accusations and have found the following: • The complainant is a homeowner in the [redacted] Community Association, a homeowners association in Frederick MD• This complainant did call twice before receiving a return call • Her first calls were on a Saturday and then the following Sunday • We are open during business hours, Monday through Friday • Our outgoing voice message clearly states that calls will be returned within to hours of the message during business hours • When her call was returned the subsequent Tuesday, the complainant proceeded to scream at my employee about having wait for a return call • There is no automated message that directs callers to send a check to our address in Germantown nor has there ever been such a message • The complainant states that she did not receive any notices from the association regarding her outstanding balance or the late fees • A late notice was mailed to the address of record at the property in Frederick, MD each month beginning in February of • No less than five (5) notices were mailed to all homeowners of this Association from the Board of Directors notifying homeowners about the late fees taking effect in • The coupon mailing, which the complainant indicated receiving to my employee on the phone, gave notice of the late fee • The complainant, in the conversation with my staff member, indicated that she had moved and "lost" her Coupons • We were never notified of a change of address from this complainant • She was asked to send this request to us in writing and then complained about having to do so • For legal reasons, we must request all address changes in writing from the homeowner • We did not receive the written request but subsequently received return mail in late June of with a change of address label from the post office • With this notice we changed the homeowner's mailing address to her address in NCIt is the decision and direction fo the Board of Directors of the [redacted] Community Association that they will not waive any late fees or penalties related to the late payment of the assessmentsSincerely, Melanie WVANGUARD MANAGEMENT Associates, INC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I never screamed at the person working for vanguardShe was very unprofessional during the entire conversationI stated that I received a letter stating that coupons would be sent to me I had my mailed forwards from my previous addresses and there was no reason not to receive themHer tone was very belittling and she was not helpful at allI have submitted change of addresses via mail and nothing was correctedAlso, how is it that the letter stating that my tenants could not get a pool pass due to an outstanding balance For this letter to come from a person in management shows that the unprofessionalism is throughout the company This is so sad This should be investigated and not just quotes from the person in which this claim is againstIf the conversation was recorded someone should listen to itI would not have used my valuable time to file a complaint if it wasn't warrantedThink about it The information provided was incorrectI called on Sunday and MondayMy call was never returnedThe unprofessional comment that was given to me "I had other calls to return" Okay, my call was not one Of them and they should Have been returned in the order that they were left I am very disappointed with this company I have been a owner since and have never had such a horrible experience The lady before this one was very nice and professional Regards, [redacted]

July 30, Dear *** ***,I received a copy of a response for the case referenced above on July 27, 2015. I am sorry that this homeowner was unhappy with her interaction with our officeWe seem to have a different recollection of the events of the phone call.There are contradictory statements made in the original complaint and the subsequent response as to the events that transpiredI did research this event throughly and stand by my response from July 15, 2015.Homeowners are responsible for notifying, in writing, the *** Association when they have a new mailing addressAs I stated in the first response, we did not receive a change of address notice in writing, as is required, from this homeownerFurther, we are not responsible for the US Postal Service delivery of forwarded mail.As no new information has been provided by the complainant, we consider this matter closedNo further response to this matter will be provided.Sincerely,Melanie W

July 30,
Dear *** ***,
I received a copy of a response for the case referenced above on July 27, 2015.
I am sorry that this homeowner was unhappy with her interaction with our officeWe seem to have a different recollection of the events of the phone callThere are contradictory statements made in the original complaint and the subsequent response as to the events that transpiredI did research this event throughly and stand by my response from July 15, Homeowners are responsible for notifying, in writing, the *** Association when they have a new mailing addressAs I stated in the first response, we did not receive a change of address notice in writing, as is required, from this homeownerFurther, we are not responsible for the US Postal Service delivery of forwarded mailAs no new information has been provided by the complainant, we consider this matter closedNo further response to this matter will be providedSincerely,
Melanie W

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: this person Melanie W*** made no attempt to contact me at any point so this investigation is 100% biasFurther action has been taken against this company at a higher level and will continue until something has been done to correct the wrong and the unprofessional behavior of both parties involved.
Regards,
*** ***

I am in receipt of two (2) complaints sent to my office within three (3) calendar days regarding the same subject reference number.I am sorry that this individual seems to have had difficulty reaching our officeWe take these matters very seriously and research concerns of this nature when we
receive themOur procedure is to log all incoming calls from homeowners or other outside parties.Our record of events concerning this complainant are as follows:# The complainant is a homeowner in the *** Community Association, a homeowners association in Frederick MD.# A review of our system logs could not find a call on from this individual on June 3rd.# If the complainant did visit our office to make his payment, it is indeed our policy that we do not accept assessment payments in our office # This has been our policy for several years and has been communicated in numerous times and in various ways to all homeowners in the many associations we represent# A late payment notice, including an account statement for the months of February through June 2015, for past due assessments was mailed to the address of record, an address within the *** Community Association in Frederick, MD# The notice year which included instructions on how to make the payment# Further, the complainants association assessments for were not paid until April of 2015# A late notice was mailed each month beginning in February of for past due assessments to the address of record in Frederick, MD# We were first notified of a different mailing address for this complainant via a note written on the pool pass application of a new mailing address for the owner of the property on June 15, # The address was corrected in our system that day# No other written requests for an address change were received from this complainant.# It is unclear how long the complainant homeowner was no longer living at the Frederick property in question#The *** Community Association has a collection policy which was mailed to all homeowners. o No less than five (5) notices were mailed to all homeowners of this Association from the Board of Directors notifying homeowners about the late fees taking effect in 2015.It is the decision and direction for the Board of Directors of the *** Association that they will not waive any late fees or penalties related to the late payment of the assessments.Sincerely, VANGUARD MANAGEMENT ASSOCIATES, 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:  I never screamed at the person working for vanguard. She was very unprofessional during the entire conversation. I stated that I received a letter stating that coupons would be sent to me.  I had my mailed forwards from my previous addresses and there was no reason not to receive them. Her tone was very belittling and she was not helpful at all. I have submitted change of addresses via mail and nothing was corrected. Also, how is it that the letter stating that my tenants could not get a pool pass due to an outstanding balance. For this letter to come from a person in management shows that the unprofessionalism is throughout the company.  This is so sad.  This should be investigated and not just quotes from the person in which this claim is against. If the conversation was recorded someone should listen to it. I would not have used my valuable time to file a complaint if it wasn't warranted. Think about it.  The information provided was incorrect. I called on Sunday and Monday. My call was never returned. The unprofessional comment that was given to me "I had 26 other calls to return".  Okay, my call was not one
Of them and they should
Have been returned in the order that they were left.  I am very disappointed with this company.  I have been a owner since 2008 and have never had such a horrible experience.  The lady before this one was very nice and professional. 
Regards,
[redacted]

July 15, 2015Dear [redacted],I received a copy of a complaint on July 8, 2015 for the above referenced ID number. I have researched the complainant's accusations and have found the following:• The complainant is a homeowner in the [redacted] Community Association, a homeowners association...

in Frederick MD. • This complainant did call twice before receiving a return call.   • Her first calls were on a Saturday and then the following Sunday.   • We are open during normal business hours, Monday through Friday.   • Our outgoing voice message clearly states that calls will be returned within 24 to 48 hours of the message during normal business hours.   • When her call was returned the subsequent Tuesday, the complainant proceeded to scream at my employee about having wait for a return call.   • There is no automated message that directs callers to send a check to our address in Germantown nor has there ever been such a message.   • The complainant states that she did not receive any notices from the association regarding her outstanding balance or the late fees.   • A late notice was mailed to the address of record at the property in Frederick, MD each month beginning in February of 2015.   • No less than five (5) notices were mailed to all homeowners of this Association from the Board of Directors notifying homeowners about the late fees taking effect in 2015.   • The coupon mailing, which the complainant indicated receiving to my employee on the phone, gave notice of the late fee.   • The complainant, in the conversation with my staff member, indicated that she had moved and "lost" her Coupons.   • We were never notified of a change of address from this complainant.  • She was asked to send this request to us in writing and then complained about having to do so.   • For legal reasons, we must request all address changes in writing from the homeowner.   • We did not receive the written request but subsequently received return mail in late June of 2015 with a change of address label from the post office.   • With this notice we changed the homeowner's mailing address to her address in NC.It is the decision and direction fo the Board of Directors of the [redacted] Community Association that they will not waive any late fees or penalties related to the late payment of the 2015 assessments.Sincerely,Melanie W.VANGUARD MANAGEMENT Associates, INC.

July 15, 2015
Dear [redacted],
I received a copy of a complaint on July 8, 2015 for the above referenced ID number. I have researched the complainant's accusations and have found the following:
• The complainant is a homeowner in the [redacted] Community Association, a...

homeowners association in Frederick MD. • This complainant did call twice before receiving a return call.   • Her first calls were on a Saturday and then the following Sunday.
  • We are open during normal business hours, Monday through Friday.
  • Our outgoing voice message clearly states that calls will be returned within 24 to 48 hours of the message during normal business hours.
  • When her call was returned the subsequent Tuesday, the complainant proceeded to scream at my employee about having wait for a return call.
  • There is no automated message that directs callers to send a check to our address in Germantown nor has there ever been such a message.
  • The complainant states that she did not receive any notices from the association regarding her outstanding balance or the late fees.
  • A late notice was mailed to the address of record at the property in Frederick, MD each month beginning in February of 2015.
  • No less than five (5) notices were mailed to all homeowners of this Association from the Board of Directors notifying homeowners about the late fees taking effect in 2015.
  • The coupon mailing, which the complainant indicated receiving to my employee on the phone, gave notice of the late fee.
  • The complainant, in the conversation with my staff member, indicated that she had moved and "lost" her Coupons.
  • We were never notified of a change of address from this complainant.
  • She was asked to send this request to us in writing and then complained about having to do so.
  • For legal reasons, we must request all address changes in writing from the homeowner.
  • We did not receive the written request but subsequently received return mail in late June of 2015 with a change of address label from the post office.
  • With this notice we changed the homeowner's mailing address to her address in NC.
It is the decision and direction fo the Board of Directors of the [redacted] Community Association that they will not waive any late fees or penalties related to the late payment of the 2015 assessments.
Sincerely,
Melanie W.
VANGUARD MANAGEMENT Associates, 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:  I never screamed at the person working for vanguard. She was very unprofessional during the entire conversation. I stated that I received a letter stating that coupons would be sent to me.  I had my mailed forwards from my previous addresses and there was no reason not to receive them. Her tone was very belittling and she was not helpful at all. I have submitted change of addresses via mail and nothing was corrected. Also, how is it that the letter stating that my tenants could not get a pool pass due to an outstanding balance. 
For this letter to come from a person in management shows that the unprofessionalism is throughout the company.  This is so sad.  This should be investigated and not just quotes from the person in which this claim is against. If the conversation was recorded someone should listen to it. I would not have used my valuable time to file a complaint if it wasn't warranted. Think about it.  The information provided was incorrect. I called on Sunday and Monday. My call was never returned. The unprofessional comment that was given to me "I had 26 other calls to return".  Okay, my call was not one
Of them and they should
Have been returned in the order that they were left.  I am very disappointed with this company.  I have been a owner since 2008 and have never had such a horrible experience.  The lady before this one was very nice and professional. 
Regards,
[redacted]

I am in receipt of two (2) complaints sent to my office within three (3) calendar days regarding the same subject reference number.
I am sorry that this individual seems to have had difficulty reaching our office. We take these matters very seriously and research concerns of this nature...

when we receive them. Our procedure is to log all incoming calls from homeowners or other outside parties.Our record of events concerning this complainant are as follows:
# The complainant is a homeowner in the [redacted] Community Association, a homeowners association in Frederick MD.
# A review of our system logs could not find a call on from this individual on June 3rd.
# If the complainant did visit our office to make his payment, it is indeed our policy that we do not accept assessment payments in our office.
                          # This has been our policy for several years and has been communicated in numerous times and in various ways to all homeowners in the many associations we represent.
# A late payment notice, including an account statement for the months of February through June 2015, for past due assessments was mailed to the address of record, an address within the [redacted] Community Association in Frederick, MD
# The notice year which included instructions on how to make the payment. # Further, the complainants association assessments for 2014 were not paid until April of 2015
# A late notice was mailed each month beginning in February of 2014 for past due assessments to the address of record in Frederick, MD.
# We were first notified of a different mailing address for this complainant via a note written on the 2015 pool pass application of a new mailing address for the owner of the property on June 15, 2015.
# The address was corrected in our system that day.
# No other written requests for an address change were received from this complainant.
# It is unclear how long the complainant homeowner was no longer living at the Frederick property in question.
#The [redacted] Community Association has a collection policy which was mailed to all homeowners.      o No less than five (5) notices were mailed to all homeowners of this Association from the Board of Directors notifying homeowners about the late fees taking effect in 2015.
It is the decision and direction for the Board of Directors of the [redacted] Association that they will not waive any late fees or penalties related to the late payment of the 2015 assessments.Sincerely, VANGUARD MANAGEMENT ASSOCIATES, INC.

Review: On April 10, 2013 we sent payment in-full by check for the [redacted] Utility Tax assessment bill in the amount of $631.50 to Vanguard Management.

While in the process of refinancing our home mortgage, we learned on July 31, 2013 that a lien was placed on our home on May 31, 2013 for not paying the [redacted] Utility Tax bill.

We called Vanguard Management Associates, Inc. on the morning of August 1 and spoke to their accounting representative, [redacted] who said that they received our check in April, but then claimed the check was returned and a lien of $1,006.50 was attached to our property.

We received no notification from Vanguard Management Associates, Inc. that any of this had happened, or that a lien had been subsequently attached to our property.

We informed her that while we are willing to resend a check for the assessment due, we are not willing to pay the $340 lien filing and releasing fee plus interest, costs and attorney’s fees that Vanguard added to the lien after failing to notify us that the check we sent was returned in the first place.

The account from which the check is drawn had and still has more than sufficient funds to pay the assessment, it is an account from which all of the checks we write draw their funds and we have never had a check returned for any reason from that account. Our bank account # and routing number are correctly printed (print, not hand-written) on the check, exactly as it is on all our checks that have been cashed.

**. [redacted] stated that in order for Vanguard to remove the lien, we must first pay the entire lien balance of $1,006.50 in full and then challenge it. However, this provides no incentive on Vanguard’s part to resolve the lien issue in any way but in their favor or by forcing us into costly and unnecessary litigation.

Vanguard processed the entire transaction irresponsibly and unethically. We fulfilled our responsibility by sending a valid check on time for the utility tax bill. Vanguard failed to notify us of any problems they claimed to have had with the check and immediately filed for a lien which included: lien filing and releasing fees, interest, unspecified costs, and attorney’s fees. They also claimed that the procedure to resolve this matter requires full payment a lien that is in dispute.

We urgently need your help to resolve this matter because we are in the middle of refinancing our home, which we cannot do unless the lien is removed. Home interest rates are in constant flux and we have the opportunity to lock a good rate on our refinance, but due to the irresponsible handling of this matter by Vanguard Management, we stand to lose lots of money by failing to lock the current low interest rate.

Thank you for your assistance.Desired Settlement: remove the lien and all additional fees over the original $631.50 bill.