Snow Property Services

Snow has certainly earned all the negative ratings posted on all review platforms like Yelp, BBB and others as our Eastbrook Community Manager Agnelo Ribeiro and Snow owner Dustin Snow have ignored my emails and worst of all we are being violated. rights we have in our HOA not to provide us with information and documents related to our community

We changed the management company supposedly to improve and we are worse, we do not have the most basic information, such as information: clear, complete, detailed and updated in the first month our main pool was officially closed by our county because our SPA did not have any waste of chlorine

We are going into the fifth month with this administration and to date they have not been able to present us with a basic minimum repair and maintenance plan to keep all areas of our community in good condition.

This company is definitely not recommended at all and deserves -5 stars and you should do your research before wanting to hire this company that violates and tramples on the documents that govern our HOA.

Then don't say you weren't warned

In response to complaint # [redacted] The initial contact from this homeowner regarding her ACH was noted on 6/3/15, when she left a vmail at 1:25pm stating that she left previous messages requesting cancellation of her ACH. She called back again 8 minutes later requesting that Mr.... [redacted] call her back. She was called back promptly after her 1:33pm call by the office manager; however, the call went to vmail. Homeowner returned managers call on 6/4/15 to discuss her account and stated that her June ACH payment will reject because the bank account was closed. A new ACH form was sent to her on 6/4/15 and she confirmed that she would send in payments until the new account was set up. Her complaint states that she provided the accounting dept with the new account information; however, there is no record of [redacted] receiving any updated account information or contact from her. Her June ACH payment was in fact returned by the bank on 6/9 due to closed account and as a courtesy the June 2015 $25 return fee was credited back to the homeowner as a courtesy based on the 6/4 notation. Her accusation that [redacted] “continued debiting her old checking account which no longer existed charging her overdraft fees” is completely FALSE. The account was closed; therefore making it impossible for [redacted] to continue debiting her account. Additionally, she states that she talked to the company on 3/13/14, 4/6/14 and 5/3/14; however, there is no record of said calls prior to her message on 6/3/15. Homeowner also failed to respond to monthly late notices which started in July 2014. In Nov 2014 she was sent a 10-day notice (notice of potential legal action), again, with no response. [redacted] continued sending out monthly late notices until May 2015, when her account was submitted to the attorney due to non-payment. It is also important to note that [redacted] tracks returned mail and there was no record of returned mail for this property. [redacted] made no mistake as she claims. In fact [redacted] gave sufficient notices, time and opportunities to discuss her account and avoid potential legal action; however, because she failed to respond in any way, her account was submitted to the attorney. Therefore, any settlements and/or payment arrangements for her current balance are now being handled through the attorney.

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

I apologize for the inconvenience that this homeowner has experiencedOur daytime number is ###-###-####For appropriate assistance, I recommend she use extension If calling after hours, our voicemail does list a number to use for emergencies; but that is not the only optionWe have
full time maintenance that sees that all problems are taken care of as quickly as possibleAdditionally, maintenance requests can be submitted through our website at www.snowpropertyservices.com. In regards to the leak, it was our understanding that the portion of the upper balcony now having problems was the portion that was added by the homeownerUnfortunately, patio additions are not covered by the HOAHowever, if this is not the case, we would be happy to schedule a professional repair as requested. We have spoken with the landscapers, and they should be careful now to not blow any trash or debris on sidewalks or near front doorsWe have been very firm about our expectations for their services and behaviorsIf this happens again, please let us know so that we can be sure to follow up with them and have them clean up the mess.Please let me know if you need anything else

Tell us why here...Actually, the HOA attorney does also represent me when I am working for this Association as my contract indemnifies me. This complaint if from a homeowner who has tried numerus times to get on the Board but has not succeeded as she has burned many bridges in this community. About years ago, percent of this community signed a petition that they are very happy with the Board and the vendors within the Associate despite what this particular owner is saying. It is the Board who hired my firm and the other vendors. They seem to be happy with our servicesI am not sure what else I can do here

November
7, 2015RevDex.comRe: Complaint # ***Thank
you for the opportunity to address the homeowner’s complaint regarding the HOA
property management services provided by Snow Property Services. The
Homeowners complaint to the Revdex.com is stating Snow Property Services
has double
standards along with a complaint of no return call. While the complaint of a no return call would
fall on Snow Property Services the complaint on the Rules and Regulations of
the community do not.To
date Snow Property Services has no record of a phone call from Mr
***. We are however in receipt
of an email the states “he is in shock at our stupid decision”. And that he would like an explanation in
English (English is our standard language of conducting business) as to how a
neighbor who has a similar structure received an approvalAt this time it is
unclear what address he is referring to.The
denial letter that Mr*** received was dated October 23, 2015. The email the property manager received from
Mr*** was dated October 30, 2015.
The Revdex.com letter of complaint was received by Snow Property Services dated
October 31, 2015. Again there is no
record of a phone call to our office.The
facts are that the rules of the Association are not Snow Property Services
decision. We are managing agents who
enforce the recorded documents of an Association along with Rules and
Regulations. Mr*** should
request a hearing on the matter or even an email back to our office to the
compliance department or the community manager requesting more information as
to how he may proceed with such a requestIf he does this the request would be
passed on to the Association for reviewIn this I also suggest he include the
height he would like to build this structure as on the request it is a picture
only and appears to be beyond the height of the existing block wall. This is the process for anyone who is denied
for an architectural request submitted.
At this time that is the course of action I suggest this homeowner takeAlso
please note that Snow Property Services does not have any record of any owner
in the Community ever receiving an approval on such a structure. If Mr*** would like to inform us
of the address he is stating has a similar structure it would be
investigated. This may have been
approved prior to our taking over as the managing agent for this community but
either way we would look into it.Should
the Dispute Resolution Consultant need any further information please feel free
to contact our office.Respectfully,Mary
C***, Community ManagerOn
behalf of Snow Property Services

In response to complaint #[redacted]  The initial contact from this homeowner regarding her ACH was noted on 6/3/15, when she left a vmail at 1:25pm stating that she left previous messages requesting cancellation of her ACH.   She called back again 8 minutes later requesting that Mr....

[redacted] call her back.  She was called back promptly after her 1:33pm call by the office manager; however, the call went to vmail.   Homeowner returned managers call on 6/4/15 to discuss her account and stated that her June ACH payment will reject because the bank account was closed.  A new ACH form was sent to her on 6/4/15 and she confirmed that she would send in payments until the new account was set up.   Her complaint states that she provided the accounting dept with the new account information; however, there is no record of [redacted] receiving any updated account information or contact from her.  Her June ACH payment was in fact returned by the bank on 6/9 due to closed account and as a courtesy the June 2015 $25 return fee was credited back to the homeowner as a courtesy based on the 6/4 notation.   Her accusation that [redacted] “continued debiting her old checking account which no longer existed charging her overdraft fees” is completely FALSE.  The account was closed; therefore making it impossible for [redacted] to continue debiting her account.  Additionally, she states that she talked to the company on 3/13/14, 4/6/14 and 5/3/14; however, there is no record of said calls prior to her message on 6/3/15.   Homeowner also failed to respond to monthly late notices which started in July 2014.  In Nov 2014 she was sent a 10-day notice (notice of potential legal action), again, with no response.  [redacted] continued sending out monthly late notices until May 2015, when her account was submitted to the attorney due to non-payment.  It is also important to note that [redacted] tracks returned mail and there was no record of returned mail for this property. [redacted] made no mistake as she claims.  In fact [redacted] gave sufficient notices, time and opportunities to discuss her account and avoid potential legal action; however, because she failed to respond in any way, her account was submitted to the attorney.  Therefore, any settlements and/or payment arrangements for her current balance are now being handled through the attorney.

Mr. S[redacted] is the contracted property management company. He is NOT represented by "our" HOA attorney. There is no "our" attorney as S[redacted] Properties is employed by us only. The Kingswood HOA sued us over a similar paint color. We filed a counter lawsuit. The issues I have reported to the Revdex.com are part of S[redacted] Property responsibilities. If they do not want to deal with them, then we should receive a monthly rebate for the services we are NOT getting but are paying for on a monthly basis.  We pay for sprinkler maintenance and our sprinklers are not working.  Our home is damaged by sprinklers that are not maintained. Our water hose was just damaged. The lawsuit was filed in 8/2014.  If S[redacted] Properties does not want to maintain our front lawn,  we should be provided a monthly rebate that we pay for maintenance every month.  Thank You,[redacted]

Unfortunately, what Ms. [redacted] is not telling oyu is that there is currently litigation going on with her and the Associaton regarding the maintencne items.  We aer aware and have dealt with the itemrs that are pertanant.  I have been advised by our attorney not to engage in communications...

with her.

2nd Response to Compliant #[redacted]

The information Ms. [redacted] provided confirming the phone call regarding the status of her pool pass and key is correct; however, the delay was not due the community manager being out of the office, the office was awaiting a board decision on whether or not they were going to issue a pass at all due to recent issues with Ms. [redacted] at the pool.   The board was presently considering suspending the use of her pool amenities due to the fact that the manager, board members, members of the pool watch as well as security have had several unpleasant encounters with Ms. [redacted] at the pool in not following the pool rules.  The most alarming is the safety of the community as Ms. [redacted] continues to use the pool with large groups of guests while leaving the gate propped open.  This homeowner should not be in the pool area without her key and pass yet she is and is causing a great safety concern and potential liability to the community by continuing to have the gate propped open.  In the past there was actually a drowning at the property so this board is especially cautious of safety. 

In spite of the fact that Ms. [redacted] violated many of the pool rules, and is very disrespectful and disruptive at the pool the board has approved the issuance of a pool key and pass which was mailed via certified mail on 6/23/14.  Included with the key and pass Ms [redacted] also received a letter from the board indicating that if there were any further infractions her use of the pool amenities would be revoked for the remainder of 2014.

It is also suggested that Ms. [redacted] attend the next board meeting on Wednesday July 23, 2014 at 7:00 PM to address any further issues rather than addressing the Revdex.com who has no authority over HOA rules and regulations.

In response to complaint #[redacted]  The initial contact from this homeowner regarding her ACH was noted on 6/3/15, when she left a vmail at 1:25pm stating that she left previous messages requesting cancellation of her ACH.   She called back again 8 minutes later requesting...

that Mr. [redacted] call her back.  She was called back promptly after her 1:33pm call by the office manager; however, the call went to vmail.   Homeowner returned managers call on 6/4/15 to discuss her account and stated that her June ACH payment will reject because the bank account was closed.  A new ACH form was sent to her on 6/4/15 and she confirmed that she would send in payments until the new account was set up.   Her complaint states that she provided the accounting dept with the new account information; however, there is no record of [redacted] receiving any updated account information or contact from her.  Her June ACH payment was in fact returned by the bank on 6/9 due to closed account and as a courtesy the June 2015 $25 return fee was credited back to the homeowner as a courtesy based on the 6/4 notation.   Her accusation that [redacted] “continued debiting her old checking account which no longer existed charging her overdraft fees” is completely FALSE.  The account was closed; therefore making it impossible for [redacted] to continue debiting her account.  Additionally, she states that she talked to the company on 3/13/14, 4/6/14 and 5/3/14; however, there is no record of said calls prior to her message on 6/3/15.   Homeowner also failed to respond to monthly late notices which started in July 2014.  In Nov 2014 she was sent a 10-day notice (notice of potential legal action), again, with no response.  [redacted] continued sending out monthly late notices until May 2015, when her account was submitted to the attorney due to non-payment.  It is also important to note that [redacted] tracks returned mail and there was no record of returned mail for this property. [redacted] made no mistake as she claims.  In fact [redacted] gave sufficient notices, time and opportunities to discuss her account and avoid potential legal action; however, because she failed to respond in any way, her account was submitted to the attorney.  Therefore, any settlements and/or payment arrangements for her current balance are now being handled through the attorney.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Hi [redacted],

 

I contacted Snow Property Services this morning to ask a general question that was "what is the turn around time to receive a pool pas after mailing out a money order in the amount $3.00" , Mrs. Quincy responded immediately, so than I said well I mailed out a certified envelope  and I know it was received at your office on Friday 13th , so does this mean I should be expecting my pool and pass today or tomorrow and

 

[redacted] replied " No your account is on hold per [redacted]",

 

I said  " Oh really why is that, it can't be because my HOA fees are not paid on time because I send in payments quarterly  "

 

[redacted]  said "I don't know its per [redacted], your are lot 89 at Mountain West Estates and she is on vacation"

 

I said " Thank you I will contact the Revdex.com to resolve the issue"

 

and I hug up the phone and contacted [redacted] immediately.

 

FYI I have attach the proof of delivery service and fees paid to have the envelope deliver.

Regards,

In response to complaint ID# [redacted] (submitted on 5/23/14)

 

To preface the homeowner’s complaint:

As the community pool was being used by trespassers; the pool lock was changed approximately 2 years ago to rid keys distributed to people no longer living there as well as...

remove access to delinquent owners.   Notices were mailed out and posted on the bulletin boards and more than one distribution date was held for distribution of the new keys.  Notices clearly stated that old pool keys will be exchanged for a new one and those that didn’t previously purchase a pool key prior could purchase the new one for $10.00.   As the pool is not heated, it only closes during the winter months.  During the summer, the pool is always clean and open in spite of this owners attempt on Friday, 5/23/14 to have it closed.  The pool pass was implemented last year to verify pool users and to show proof of residence (users must have key & pass).  

 

Said homeowner as well as her friend (who used explicit vulgar language) called on 5/23/14 requesting a new pool key and pass and also demanded that the key/pass be delivered to her that day.  At no point in any of the phone conversations with our receptionist or the community manager did either of them state that the homeowner had an old pool key to exchange.  Homeowner’s initial call was at 8:30am on 5/23/14 when she left a message for the community manger and then called again at 10:43 am upset that her call had not been returned.   Two hours is unreasonable to expect a call back as up to 24 hrs is proper business expectancy for returning calls.  Manager confirmed the rules and repeatedly reminded her that the community rules apply to everyone equally and that the end result will still be the same no matter how much she continued to argue.   All homeowners had to pay the $3.00 fee for the pass to help recoup the cost and anyone who didn’t previously pay for a pool key would need to pay $10 for a new key.  

 

Our office doesn't personally deliver keys/passes so upon receipt of her old pool key and her $3.00 payment for the pass, a new pool key and pool pass can be picked up or mailed to her.

Mr. S[redacted] is the contracted property management company. He is NOT represented by "our" HOA attorney. There is no "our" attorney as S[redacted] Properties is employed by us only. The Kingswood HOA sued us over a similar paint color. We filed a counter lawsuit. 
The issues I have reported to the Revdex.com are part of S[redacted] Property responsibilities. If they do not want to deal with them, then we should receive a monthly rebate for the services we are NOT getting but are paying for on a monthly basis.  We pay for sprinkler maintenance and our sprinklers are not working.  Our home is damaged by sprinklers that are not maintained. Our water hose was just damaged. The lawsuit was filed in 8/2014.  If S[redacted] Properties does not want to maintain our front lawn,  we should be provided a monthly rebate that we pay for maintenance every month.
 
Thank You,

Owner owns multiple properties within one of the communities Snow manages and recently transferred several of his properties from his name over to a trust.   As a result, he was charged a $55 deed processing fee for each property that changed ownership.    Snow’s  regular...

Transfer Fee is $250.00; however, when we can see that there is a relationship of any kind between the Grantee and Grantor on the deed we reduce the cost to a $55.00 deed process fee as a courtesy to the owner.  This reduced fee is to cover the costs and time to keep the community ownership current and accurate.  Several emails were exchanged between the owner and our office confirming what the fee was and why it is charged.   

Upon further review of this situation, there was clearly a breakdown in communication between Mr. [redacted] and the community manager as Mr. [redacted] agreed to charge this owner one (1) - $55.00 fee for all of his transfers being that he was a multiple unit owner in this community.  

Therefore, based on the information confirmed above this owner will only be charged one (1) - $55.00 deed processing fee for all properties transferred to his trust in this community.   The owner has already been contacted by our office regarding this settlement.

This complaint could not be further from the truth.  We have gone above and beyond to help these owners.  I have always taken their calls and in fact, even gave him my cell phone number for him to use if needed over the holiday weekend which he said he left it at the hotel. ...

I have agreed to reimburse them for accommodations and food which we do not legally have to.  This is being covered by me personally.  For them to make these allegations is making me re-think helping them.  Again, we have been more than helpful and he even thanked me yesterday as we met in my office.  My confusion is on many levels at this point.

Tell us why here...
Actually, the HOA attorney does also represent me when I am working for this Association as my contract indemnifies me. 
This complaint if from a homeowner who has tried numerus times to get on the Board but has not succeeded as she has burned many bridges in this community.  About 2 years ago, 80 percent of this community signed a petition that they are very happy with the Board and the vendors within the Associate despite what this particular owner is saying.  It is the Board who hired my firm and the other vendors.  They seem to be happy with our services. I am not sure what else I can do here.

Unfortunately, what Ms. [redacted] is not telling oyu is that there is currently litigation going on with her and the Associaton regarding the maintencne items.  We aer aware and have dealt with the itemrs that are pertanant.  I have been advised by our...

attorney not to engage in communications with her.

I apologize for the inconvenience that this homeowner has experienced. Our daytime number is ###-###-####. For appropriate assistance, I recommend she use extension 22. If calling after hours, our voicemail does list a number to use for emergencies; but that is not the only option. We have...

full time maintenance that sees that all problems are taken care of as quickly as possible. Additionally, maintenance requests can be submitted through our website at www.snowpropertyservices.com. In regards to the leak, it was our understanding that the portion of the upper balcony now having problems was the portion that was added by the homeowner. Unfortunately, patio additions are not covered by the HOA. However, if this is not the case, we would be happy to schedule a professional repair as requested. We have spoken with the landscapers, and they should be careful now to not blow any trash or debris on sidewalks or near front doors. We have been very firm about our expectations for their services and behaviors. If this happens again, please let us know so that we can be sure to follow up with them and have them clean up the mess.Please let me know if you need anything else.