Complaints

This profile includes complaints for Prestige Association Management Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Prestige Association Management Group

  1849 Kingwood Dr Ste 103 Kingwood, TX 77339-2974

  
• 

  Prestige Association Management Group

  100 Interstate 45 N Conroe, TX 77301-2890

  
• 

  Prestige Association Management Group

  855 Uvalde Rd Ste B Houston, TX 77015-3722

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/19/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Road conditions are so bad we do not get mail, trash pick up and the wash outs and inhumane treatment we get from Prestige is outrageous. I have paid my HOA fees every month and I have placed work request made phone calls sent emails to ******* ******** regarding this issue since November 2023, after being told maintenance would be given in two to three weeks I was then told there are no funds for road maintenance, but we pay an HOA for trash pick up and road maintenance. Our cars have taken unnecessary damage due to dangerous road conditions, ******* ******** has now informed me that we will no longer receive trash pick up, even though I pay for my trash to be picked up. I have exhausted my resources to get this matter taken care of. Im on the verge of putting my house and land up for sale because I can no longer afford to pay for car damage, loss of gas due to no mail or trash pick up. I am seeking corrections to road conditions or a full refund of all payments I have paid to Prestige after submitting work orders for the roads. -******* ******

  Business Response

  Date: 02/23/2024

  In January 2023, Prestige Association Management was hired by ****************** to manage the *** at ********* The Club being the community including ************************************* Village units 1-8,********************** unit 2, ****************** unit 4, and ****************** unit 3, located in ***** *****, in ************. At that time, ****************** had been purchased by a ******* based property development company.Prior to January 2023, The ************** had been managed by ******************* which is under the general management of Mr. ***** **********.
  At the time our company was hired to manage the community,referred to as ********* Holiday Inn provided us with a thumb drive containing a list of property owners and their balances. Much of the information was incorrect and our office is still working to update account information for hundreds of property owners. Although I would estimate anywhere from 125 to 150 property owners had been paying maintenance fees of $45.60 and a usage fee of $7 per month to Holiday Inn Resorts (since the purchase of ******************* approximately 6 years ago) the community had no funds in its account. Despite numerous requests from myself and ***** ******** in the past year to produce community financial records dating back 7 years prior, nothing has ever been turned over to our office by ******************* or their attorney ***** ***** (in *******). 
  In the years since its incorporation in 1978, the various developers and management companies responsible for the upkeep of roadways in this community have failed to maintain comfortable and often even safe road conditions. I have been informed by several property owners in the area where ********* resides that there were once paved roads in their area, but Holiday Inn Resorts would regularly come out and scrape them up. This they would use for patching roads in other areas of the community on the opposite side of FM 2661.Before our office was hired, Holiday Inn Resorts would send two men around the community in a pickup to retrieve trash rather than hiring a trash service.Although many roadways even on the side of the community that has paved roads are difficult to navigate, the road in front of ********************* home on ************** was repaved twice within the past 5 years prior to our company being hired to manage the community.
  Once hired to manage the community, our office set out to deliver on the promises made and broken for the past 40+ years. We first hired ***************** to provide trash services in the community in early 2023. Next, we hired a landscaping company to maintain common areas in **************, ******************, ****************** and ********************** sections. Since Villages East and Villages South have dirt roads that were for the most part impassable, we could not do the same for that part of the community. Next, we made a list of paved roads that needed repairs, prioritizing the worst roads with the highest levels of traffic first. To date, we have made repairs to ***************, *************, ***********, Quiet Anchor, and Walnut Ln on the Estate Village side of FM 2661. In May of 2023, the entire length of ********** (the main road going into Villages South) was re-graded and repacked. In late July, we became aware of two dumping grounds that had developed in the community. One of those was on ************ in Villages South, and the other on Old Villages Way in Villages East. We hired a company to clean these up at a cost of approximately $7500 to the property owners. To attempt to curtail dumping on Palomino, a chain was placed across the road since that entire section is uninhabited and most of the properties belong to Avalon Place Trus.That chain was later cut by someone.
  By mid-2023 it became clear that all inhabited areas of Villages East and Villages South would require re-surfacing. I printed out a map of the two villages and set to mapping out the most efficient paths in and out of both and connected those paths to the roads of each of the 23 residents of the two. Following that, I procured a bid for 1/3 of the work that needed to be done in Villages East. The amount quoted to me was over a quarter of a million dollars. The entire community does not have half that amount of money and funds must be applied across all areas. Following this, I made a plan of action to repair small sections of the roadway as the funds become available as this is really the only option available. Several weeks later, I was informed by ***************** that they could no longer get their trucks down the roadways in that part of the community. I came up with two options. The first was to hire the company we had used to clean up the dump sites earlier in the year. Unfortunately, the cost would have been twice what we were paying for ****************** If we wanted to repair roads, this was an expense property owners could not afford. The second option was provided by ******************For the same price property owners were already paying, they would place two dumpsters near the entrance to Villages East for the sole use of residents of Villages East and Villages South. This being the best of the two options, I chose to have them do that. When Ms. ****** asked if she could have a reduction in her maintenance fees because they would no longer pick up from her house until the roads are repaired, I let her know that the community was still paying the same price for the new lower level of service, and they could not afford the reduction. The dumpsters were placed in late January with the new service going into effect on the 30th. Prior to that, Ms. ****** received service weekly during the entirety of 2023.
  
  Ms. Pursers Street was the first street on our list to be resurfaced and that was supposed to be completed sometime in early December.Unfortunately, the paving company was unable to complete the work due to poor weather conditions. I continued to check with the paver on a weekly basis and each time it looked like things were drying up enough for them to go out and complete the work, it rained again. Finally, last week I received word that we were looking very good for this week. I received word Monday that we would be set to complete the work yesterday and today. I contacted Ms. ****** I believe on Monday and informed her that work was set for this and she would need to be sure the roadway was clear for the paver.
  Ms. ****** has asked for reimbursement in the amount of $700. Her trash service which was provided through the end of December cost the property owners approximately $21.50 per month. The dumping ground cleanup Villages East and Villages South was about $7500. The road work completed in front of her home today cost the community $20,616. I have always treated ********* with respect and dignity and have never acted in any way abusive toward her. I have served her community with passion and have worked hard to be a good ******* of the funds that belong to the property owners in the community. The lines of communication with Ms. ****** have been open during this entire process;I even provided her with my cell phone number so that she would be able to get in touch with me whenever she felt it was warranted. The claim that our company has treated her inhumanely are unfounded. 

  Customer Answer

  Date: 02/26/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

  Customer Answer

  Date: 06/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

   

  e:

  Customer Service Issues *****************************************************************************************************************************************************************************************************************

  Problem:

  We pay a monthly HOA to Prestige Association Management Group. They have told us repeatedly they would maintain maintenance on the roads but nothing has been done in over 3 months. We dont get mail, we cant get to our homes or out of our homes. I have pleaded with them, I have filed twice to the BBB and nothing has changed. Going to the news is my next option. This is inhumane! People cant live like this. Ill send pictures for proof. I have emails saying work is consistently being done but nothing has been done! We are being forced to move from our home because we cannot get to school or the ** or the store or work! Weve been staying with friends Because we cannot get HOME the roads are so washed out its impossible for a large truck to get through. I am pleading for assistance.

  
  

  Desired Resolution / Outcome

  Desired Resolution:	Repair *******************************************************************************************************************************************************************************************************

  
  
  
  
  
   

  
  

  Business Response

  Date: 06/06/2024

  The complainant moved into this community, and it had substandard, dirt roads when they moved in.  This was not something that just started.  Additionally, the community did not have trash service when they moved in.  Holiday Inn Time Share Resorts was in control of this Association, and they did not maintain the community as they should have.  Holiday Inn sold their lots in the association to a developer, that developer hired Prestige to manage the affairs of the Association.  No funding was transferred from Holiday Inn and the collection history for accounts was abhorrent.  We started working in this development 18 months ago with zero funds.  During the past 18 months, the association has spent over $100,000 on road repairs, to roads that were build substandard from the beginning.  To have all the roads repaired correctly, it would cost over $5,000,000 (Five Million) dollars and the homeowners in this community pay $41.67 per month to go towards trash, mowing, roads, insurance, tree removal (because owners do not take care of their dead trees on the property and they fall in the road), as well as other light maintenance items.  If 100% of all the owners (many are vacant lot owners) in this community paid their assessment fees that would generate income in the amount of $540,000 annually.  It would take this association 10 years to get the money needed to fix the roads correctly, I understand the complainant's frustrations and I can sympathize.  The bottom line is that unless owners want to increase their assessments to around $2500 per year and all owners start paying on time, we have to work with the funds that we have to take care of this community.  The complainant has been explained this many times but does not like the response.  When in a homeowner's association, it is the owners who are responsible for funding the association for the necessary work.  We are aware of two main areas that must be repaired now, due to the massive rains causing wash outs and we are waiting on the price from the contractor for those repairs (which is likely going to cost around $30,000).  

   

  Additionally, we are working with the postal service to install cluster mailboxes at the entrances to the community so owners mail can be easily delivered to them.  

  Business Response

  Date: 06/06/2024

  The complainant moved into this community, and it had substandard, dirt roads when they moved in.  This was not something that just started.  Additionally, the community did not have trash service when they moved in.  Holiday Inn Time Share Resorts was in control of this Association, and they did not maintain the community as they should have.  Holiday Inn sold their lots in the association to a developer, that developer hired Prestige to manage the affairs of the Association.  No funding was transferred from Holiday Inn and the collection history for accounts was abhorrent.  We started working in this development 18 months ago with zero funds.  During the past 18 months, the association has spent over $100,000 on road repairs, to roads that were build substandard from the beginning.  To have all the roads repaired correctly, it would cost over $5,000,000 (Five Million) dollars and the homeowners in this community pay $41.67 per month to go towards trash, mowing, roads, insurance, tree removal (because owners do not take care of their dead trees on the property and they fall in the road), as well as other light maintenance items.  If 100% of all the owners (many are vacant lot owners) in this community paid their assessment fees that would generate income in the amount of $540,000 annually.  It would take this association 10 years to get the money needed to fix the roads correctly, I understand the complainant's frustrations and I can sympathize.  The bottom line is that unless owners want to increase their assessments to around $2500 per year and all owners start paying on time, we have to work with the funds that we have to take care of this community.  The complainant has been explained this many times but does not like the response.  When in a homeowner's association, it is the owners who are responsible for funding the association for the necessary work.  We are aware of two main areas that must be repaired now, due to the massive rains causing wash outs and we are waiting on the price from the contractor for those repairs (which is likely going to cost around $30,000).  

   

  Additionally, we are working with the postal service to install cluster mailboxes at the entrances to the community so owners mail can be easily delivered to them.  

• Initial Complaint

  Date:06/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This isn't the first time they'vedone something that takes money from myself or the people living here. This company is the management over the condominiums. They will have your vehicle towed and then ignore your calls and force you to pay to get your car out. It's happened multiple times to people I know and myself. This time I have messages between myself and the property manager, she knew about me getting a rental and never input my vehicle information in the system like we messaged about so the company could come and tow my vehicle. They have a contract with the tow company as well to allow them to come on the property and take vehicles. Both the owner Sarah E and her employee Sarah C won't answer phone calls and refuse to have my vehicle released.

  Business Response

  Date: 07/24/2023

  Sarah *******, the property manager for Woodforest, did respond to you regarding the towed vehicle.  The board of directors for Woodforest are the ones who implemented the towing policy and selected the towing company, not Prestige Association Management.  There is a legal process to follow to dispute the tow, and if the tow is found to be illegal you will receive a refund.  Please email Sarah ******* so she can present your request to the board of directors for Woodforest.  

• Initial Complaint

  Date:02/17/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract to purchase a home in Houston TX on Monday 2/6/2023. On Tuesday, 2/7/2023, my mortgage company advised the HOA, Prestige Association Management Group, that I had signed a contract and that we would need the condo questionnaire filled out. On Wednesday, 2/8/2023 at 905 AM, I paid $300 on my credit card to Prestige Association Management Group, for a condo questionnaire to be filled out, which was necessary to secure my loan. The email with the link said that a resale certificate package was required for the community and was $200. I’m not sure what the extra $100 was for as I am a first-time homebuyer, but I paid it immediately. That same day I had an inspection performed on the home and paid the inspector $375 around 11 AM. On Friday, 2/10/2023, my mortgage company advised me that due to the financial situation of the HOA, the loan would not be approved by Fannie Mae. Apparently, my loan would require a long form review and would necessitate the HOA have a certain financial situation they did not meet. I requested a $675 refund from Prestige Association Management Group on Wednesday, 2/15/2023, to which they declined. The reason I asked for a refund and am subsequently filing this complaint is because had they told me or my mortgage company on 2/7/23 that their financial situation would have not passed a Fannie Mae long form review, I would not have proceeded with paying for the questionnaire or the inspection and could have cancelled the contract then. As a first-time homebuyer, the entire process of purchasing a home is overwhelming and confusing. However, after a simple google search of Fannie Mae and condo questionnaires, it is very clear that they would not approve a loan with their financial situation. They are the knowledgeable professionals in this instance, and it was their good faith duty to advise me before I spent that money that there would be an issue.

  Business Response

  Date: 03/22/2023

  When a potential buyer or lender request a condo questionnaire, we are not aware of what type of financing they are applying for.  Most mortgage companies require a resale cert regardless if they are FHA Certified or applying for a conventional mortgage.  I am unsure why the potential buyer could not have changed the type of financing they were applying for, there are many other programs for first time home buyers that are not Fannie Mae or Freddie Mac.  Also, if the potential buyer or their realtor would have asked if the community was FHA Certified we would have told them no.  Most condominium communities are not (FHA) Fannie Mae or Freddie Mac approved due to the rigorous requirements of the FHA certification.  The potential buyer's agent should have known this information.  It is no fault of Prestige that the potential buyer and realtor was uninformed of the specific lender requirements nor is it the fault of Prestige that the potential buyer ordered an inspection, which is not a requirement of Prestige.  

• Initial Complaint

  Date:10/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/28/2022, I notified Prestige of a water leak in front of my residence in the public common area, they subsequently dispatched a plumbing company. The company employees were young and appeared inexperience in their job. The plumbers dug up the area where the leak was but did not locate the leak. I received a call from Prestige that the plumbers needed to enter my front entrance patio area. They removed the concrete in two areas (small area. and large area), and dug up the larger area but still could not find the leak. They then removed the concrete walkway front my front entrance and dug up that area and could not find the leak, leaving the area uncovered for the night. They returned the next day and dug up the area adjacent to my patio entrance which is in on my neighbor side of the property. They found the leak there. Please note they did not use any type of equipment to properly detect where the leak is coming from. They covered the holes dug and placed yellow caution tape in front of my residence and inside of my patio area, preventing anyone from entering or exiting. I have made several requests via certified mail, email, phone calls and text messages to Prestige and no one has replied back to me as to when my front entrance and patio will be restored. I am a senior citizen and presently if I would have an actual emergency requiring assistance, emergencey personnel are unable to enter my residence. Nor, can I receive any vistors, food/grocery, or parcel deliveries. It has been one (1) month with no reply. I also sent a certified letter to the HOA President at Prestige address which was listed and in it was returned undeliverable. I need my front entrance repaired back the way it was before the leak was reported and someone from Prestige to contact me when this will happen.

  Business Response

  Date: 12/07/2022

  At the time that the plumbers arrived on property, the water was coming up in the patio area.  According to the plumber, they dug the patio area up first because that is where the water was first visible.  When they did not find the leak there they moved to the outside of the fence to try and find the leak.  In past instances at Wellington Park, when a plumber had to dig up and break out concrete in a patio area where it is covering the common line pipe, it has always been the responsibility of the owner to make the repairs to the area that was removed for the repair.  After much deliberation between the plumbing company that dug it up because it was protocol to start there and the board of directors, the board of directors decided to pay to have the patio area repaired.  This is why there was a delay in getting the repairs done communication with the owner.  The patio has since been repaired and returned to a satisfactory state with the owner.

  Customer Answer

  Date: 12/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  

  I disagree, the water was never in my patio area when the plumbers dug up my patio and front entrance.  The management company failed to make contact with me after 2 months of numerous calls, emails and certified letter.  It was not until I attended a board meeting and made it know what the problem was.  The board of directors upon reviewing my situation did agreed to repair the patio and front entrance, however the patio and front entrance is only partially repaired at this time.  I highly disagree with the statement made my the management company and is very offended my their comment.

  
  Regards,
  
  
   

  
  

  Business Response

  Date: 01/02/2023

  The board of directors in this community controls all the maintenance and repair.  Prestige facilities those repair request that are approved by the board.  While the board did approve the repairs, it was extremely delayed because the board did not agree on his repair.  Once the owner did attend a meeting, in person with the board, the board then gave us the approval to move forward with repairs.  Prestige cannot control nor force a board of directors to make any decisions, we only can carry them out once approved or disapproved.  

• Initial Complaint

  Date:08/15/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HOA Management Company is rude and disrespectful to homeowners. They do not follow the bylaws set up by the property but just do as they want and then act like they have done the correct process even when it can be proven that they haven’t. Sarah ******** the owner thinks she knows everything but she doesn’t and she speaks before even doing her research. I went into the portal and added my email address so she thinks that I have been receiving emails from the time I moved here but I have not.

  Business Response

  Date: 08/16/2022

  Sarah ******,
  
  I will try to explain again how software works.  I run a program called Caliber, it is a data base that you do not have access too and an email must be set up in Caliber for you to receive a link to the portal (once you register for the portal you can then add email accounts).  You cannot get into the portal and add an email if your email is not in our software.  Therefore you statement that you added yourself is completely false.  I emailed you a portal registration letter on August 8, 2022; that is the email that you pulled up last night and what you feel is you registering for the software.  You registered for your portal access, not the software because your email was already in our system. 
  
  (In my email response to her I attached 2 reports (which I cannot attach here due to privacy), the first from 6/20/2022 (regarding the pool opening); second from 6/10/2022 (board meeting reminder), which shows your name and email on the report that you received the email blast from our software.  Now if your email was just added by you, then it would not be showing on these reports. 
  
  I will be responding to the BBB Complaint that you filed.  I have not been rude or disrespectful to homeowners (as stated in your complaint).  Additionally clarify what by-laws we do not follow?  And I have already addressed the portal statement you made in your complaint.  We could have all discussed your emails and issues with Bonnie provided that you did not start raising your voice, telling me that you pay my salary, not understanding how the software works and then telling Sara and Bonnie to both “Shut Up”.  I have worked with Fairmont for several years and in all these years I have never witnessed a board member cuss and raise their voice during a board meeting.  You did that the last meeting while homeowners were present. 
  
  Additionally, I will not be responding to any more of your emails, unless they are business related and written in a professional manner. 

  Sarah is a new board member, she started this issue because she wanted to use the pool and the pool was closed due to a new rod iron fence being installed.  She felt that since she was a board member she should have special privileges'.  Below is my response to her email.

  On Aug 7, 2022, at 8:38 AM, Sarah ******** <****************** wrote:

  
  Happy Sunday Morning, 
  
  While the crew is there working on the fence, the pool does need to be closed for safety purposes.  I can address the other management issues that you have spoken of in your email, when we have a board meeting all owners are notified that have an email address in our system.  Additionally, all of your legal documents are on the community portal and owners can access that at any time. If they do not know how to use the portal or they have not set up the portal they can call our office and we can assist them. When anyone purchases a home in your community they receive a welcome packet with information.  This usually comes to each owner about 30 days after they close on the home.  When I attend the meeting I bring financials for the board and anyone that attends from the community. I also have owners that email or call and request financials which we send those upon request.  I will agree that Bonnie does a lot around the community as far as assisting with issuing pool keys, clubhouse rentals and helping owners locate their mailbox. That is about the extent that I ask her to assist me.  I do not follow anyone blindly, I own this management company and I have over 35 staff members. In the past 15 years that we have worked with Fairmont we have been through a lot of ups and downs and board member changes, at no time have I let one person tell me how I was going to run my company.  
  
  I do not get involved with personality conflicts, and that is not something that the board as a whole cannot get involved with either. If anyone at any time has a personality conflict with another board member or a homeowner they need to address that directly with that person.  In closing I see that you did not cover Bonnie on this email and if you were going to include the board you should include the entire board.  
  
  Sincerely 
  Sarah ******** 
  

   

   

  Customer Answer

  Date: 08/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Sarah ******** sent this response which is very condescending and disrespectful.  She proceeded to engage in further email communication with the board and myself trying to prove that she did the right thing but she didn't because I asked to be added to the email list at least 5 times since I purchased my home in February of 2021.  I have not received any emails from the HOA until the day I added my email to the portal on August 7th 2022.  This is something that her company is responsible for.  Sarah ******** also called a board meeting and tried to put me down for turning her in to the BBB and got very upset because I told her she was incorrect about her email system and another board member told her we pay her to take care of things like this.  She stated in an email that she does not interfere with personality conflicts but then continued to pursue the matter.  I want an apology and I want her to tell the entire board how she was wrong for the way she handled things.  
  
  Regards,

  Sarah ******
  
  
   

  
  

  Business Response

  Date: 09/22/2022

  Below is an email communication to Ms. ****** which did cover the board of directors as well.  In this email response to her I attached supporting documents showing that she received prior emails (but I cannot attach those documents on a public site because it includes other owners email addresses), which are all saved in the history on her portal.  Additionally, I do not "call board meetings" the board of directors meet the 3rd Monday of every other month for their board meetings.  

  Sarah ******,

  I will try to explain again how software works.  I run a program called Caliber, it is a data base that you do not have access too and an email must be set up in Caliber for you to receive a link to the portal (once you register for the portal you can then add email accounts).  You cannot get into the portal and add an email if your email is not in our software.  Therefore you statement that you added yourself is completely false.  I emailed you a portal registration letter on August 8, 2022; that is the email that you pulled up last night and what you feel is you registering for the software.  You registered for your portal access, not the software because your email was already in our system. 
  
  Attached are 2 reports, the first from 6/20/2022 (regarding the pool opening); second from 6/10/2022 (board meeting reminder), which shows your name and email on the report that you received the email blast from our software.  Now if your email was just added by you, then it would not be showing on these reports. 
  
  I will be responding to the BBB Complaint that you filed, and attaching your emails.   I have never been rude or disrespectful to homeowners (as stated in your complaint).  Additionally clarify what by-laws we do not follow?  And I have already addressed the portal statement you made in your complaint.  We could have all discussed your emails and issues with Bonnie provided that you did not start raising your voice, telling me that you pay my salary, not understanding how the software works and then telling Sara and Bonnie to both “Shut Up”.  I have worked with Fairmont for several years and in all these years I have never witnessed a board member cuss and raise their voice during a board meeting.  You did that the last meeting while homeowners were present. 
  
  Additionally, I will not be responding to any more of your emails, unless they are business related and written in a professional manner. 

  Customer Answer

  Date: 10/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Sarah ******** you just don’t want to admit that you did the wrong thing and you still have yet to apologize for your shortcomings.  I will not tolerate other board members (Bonnie) telling me to “go drowned my dumb ass” you stepped into a situation you should have kept yourself out of.  Apologize for standing up for someone before you even know what was said and apologize for saying that emails were sent to me that were absolutely NOT sent to me.  I will continue to stand up for myself and what is right for this HOA.
  
  Regards,

  Sarah ******
  
  
   

  
  

  Business Response

  Date: 10/11/2022

  The conversation between two homeowners, (Sarah ****** and Bonnie) occurred outside of a board meeting and it was a private conversation between the two of them.  Prestige nor I were involved.    Ms. ****** claims that she was denied access to the portal, that is incorrect and her statement that she was able to add herself to the portal is also incorrect.  The only way an email address can be added to the portal (when there is not an initial email address established) is through Prestige.   That is the origin of this complaint and Ms. ****** still does not understand how the portal access works.  At this juncture, I consider this matter closed.  

  Customer Answer

  Date: 12/06/2022

  Better Business Bureau:
  
  This letter is to inform you that Prestige Association Management Group has carried out completely NOT to my satisfaction the resolution it proposed for my complaint, filed on 8/15/2022 and assigned ID ********.  Sarah ******** the company owner does not follow the bylaws of the HOA we are supposed to have an HOA Meeting every month and she just has then when it is convenient for her and she does not notify the owners of the meetings when she does have them.  She is rude and disrespectful towards people and she lies.  She had me removed from the HOA board because she didn’t like me.  I will not take this as closure to this correspondence.
  
  Regards,

  Sarah ******