ComplaintsforTerra West Management Services

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in ********************** in *******, **. Starting in February 2023, I have been sending emails and pictures to TerraWest Management Services, our *********************** regarding a neighbor (*******************************************************************) who continues to violate Section ***** in the CC&Rs. To my knowledge, they have contacted the homeowner but to date, the issue is still not resolved. Its been ******************************************* anymore as it is considered confidential. Yet they want to send the pictures I take of the homeowners garbage can to send to the owner which violates my privacy. The homeowner will move the garbage can for several days to the back of their house, but its visible from the golf course and still can be seen from the street. After several days, they move their garbage can back to the front of the house which can be seen from the street. In one email, TerraWest indicated that if the issue is not resolved they could initiate a penalty fee. Im not sure if this has actually been done because they continue to keep the garbage can in the front of the house.I have repeatedly sent emails to Terra West and pictures but the issue is still unresolved after ten months. Im asking for an intervention by the Better Business Bureau to request some kind of support or action.Section ***** No Unsightly Articles. No unsightly article, facility, equipment, object, or condition (including, but not limited to, clotheslines, and garden and maintenance equipment, or inoperable vehicle) shall be permitted to remain on any Unit so as to be visible from any street, or from any Unit, Common Elements, or neighboring property. Without limiting the foregoing or any other provision herein, all refuse, garbage and trash shall be kept at all times in covered sanitary containers and enclosed areas designed for such purpose, and no towels or laundry shall be draped over fences, gates or balconies or otherwise visible from the exterior of any Unit. Such containers shall be exposed to view of the public, or neighboring Units, only when set out for a reasonable period of time (not to exceed twelve (12) hours before and after scheduled trash collection hours).Thank you for your consideration in this matter.************************* ***********************

  Customer response

  12/21/2023

  As of today, 12/21/23, I have not received a response or seen any change with this homeowner who continues to violate the CC&Rs that the homeowners association is not addressing. Ive attached two more recent photos: 1) homeowner continues to store garbage can in front yard and, 2) places garbage can on the street two days before pick up. If HOA does not respond, what action can I take? I will reiterate that this had been going on since February 2023. This business is violating their own rules! 
  Thank you

  *************************

   

  Business response

  01/04/2024

  Please be advised that we will not be able to release any information regarding the property addressed by the complainant. To do so would go against the ****** Revised Statues and the any applicable privacy acts. We here at Terra West have taken the permitted and proper actions as needed to resolve the matter. 
  
  As reported by the neighboring resident (complainant), they have made continuous complaints about the matter regarding a trash container. When responded to recently, they were informed that our team would need to go out on property and re-inspect the violation.This had to be done to confirm that the violation was still valid. The owner was not happy with this effort of resolve. In fear of causing additional frustrations to the homeowner, the complainant was asked if they would allow us to use their image for immediate notification to the property in question. No response was given, just the notification of a complaint.
  
  We understand that the owners/neighbors may not get along but we do not have the ability to strong arm residents for a neighbors personal reasons. My goal was to resolve the matter that she felt was not being addressed in the time that was allowed of the team. The homes in the community have a majority of wrought iron fencing and block wall perimeters. Any individuals in a common area can view through the residents front and side yards; this would include chairs, plants, pets, and a stored container of some kind. With that said, the community enforces unsightly items and nuisances as stated in the statute she provided. Terra West and the *** does not allow nor partakes in harassment against anyone regarding a violation or concern. 

  Customer response

  01/19/2024

  January 19,****

  This issue is NOT RESOLVED. 

  The response by Terrawest makes no sense. It has nothing to do with us not getting along with the neighbor. We are always cordial with this neighbor. My reason for writing and submitting my claim is because the *** is not enforcing the rules that they created in the CC&Rs upon purchasing our home. Today, January 19, ****, I took another picture of the homeowners garbage can which continues to be stored in their front yard. 
  

  The ***s response was that they could not harass them. This is unacceptable. I know for a fact that they could fine them if they continue to violate the CC&Rs. I was told this by the President of the Board. 
  

  Based on their response my takeaway at this point is clearly they are allowing homeowners to store their garbage cans in the front yard with no enforcement. 
  

  Terrawest is not a reputable company. 

• Initial Complaint

  07/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  - Since January, I have been billed a "Late Fee" though I am set up for automatic payments, and all of my monthly HOA fees have been successfully paid.- Terra West has sent me on a "wild ***********" to get this fixed, which has been a complete waste of my time/money. They finally called me and said they would remove all late feed in June. It is July and these fees have not been removed.- Since then they have charged me a $200 fee for allegedly not coming to a stop at a stop sign. After finally receiving the footage (they kept telling me that they could not send me footage so I had to take time off work to come in person), you can see that I did come to a stop, and multiple cars before and after me made similar stops but they were not harassed. - This is just the tip of the ice ****. I want all HoA fees I paid for this year refunded for their lack of service, harassment, and neglect.

  Business response

  08/08/2023

  Better Business Bureau Case #: ******** - ******************************

  To Whom It May ********************* accept this letter as response to your July 21, 2023, communication regarding the consumer ******,
  ******** residing at ************************************************************************. **************** is a property owner in ******
  Ranch ************ *** ************** in which we have been contracted by the ***** of ********* for
  the Association to serve as their managing agent. Please note we did not receive the communication from
  the BBB referenced within the letter, dated July 6, 2023.

  The owners concerns are important to us and we completed a complete review of the claims and
  provide the following:

  ?Every November, as required under the ****** Revised Statutes 116 and the Associations
  governing documents. Every unit owner is provided with their legal notice of assessments,
  frequency due, instructions to pay and a copy of the Associations legally binding collection policy.
  This notice communicated that the monthly assessment would change from $155 to $180 per
  month, effective January 1, 2023. It further stated, that owners who setup their own bill payment
  would need to update the amount. The notice was mailed and there is no evidence found of
  returned mail.

  ?The is correct that they are setup through auto pay however, it is not through the Association but,
  their personal bank account. As reflected on their ledger below, they did not take action to update
  their bill pay for their January installment, which generated a physical check, sent via **** to the
  bank payment lockbox. Therefore, they were short $25 on the payment due, reflecting as a
  delinquency and incurring a late fee, per the collection policy they were mailed in November.

  ?The unpaid balance rolled over into February. The owner was sent a balance due reminder
  statement via **** with no response and no returned mail.

  ?For their February payment, they repeated the action and did not adjust their payment, adding
  another $25 in short pay. This incurred another late fee, per the collection policy legally in effect,
  which was mailed to them in November, with no response and no returned mail.

  ?In March they corrected the billing amount but, did not pay the two late fees incurred and the
  now $50 in past due assessments. Therefore, per the collection policy, a third late fee was
  imposed for the period of March.

  ?The owner called our after hours service on March 30 and left the following message: I Am Having
  Issues With My Statement. I Would Like To Have The 3 Late Fees That Are Not My Fault. I Have
  Made On Time Payments Every Month. Management contacted the owner the next day and
  advised that the elected ***** of ********* of the Association would need to review a written
  request and would vote upon any late fee waivers, as the management company Terra West is
  not empowered to make such a decision.

  ?The owner submitted their request in July, which went before the ***** of ********* at their July
  Executive Meeting. As of the date of this response, the *****s decision to approve the late fee
  waivers was granted and a letter of determination and account change, was already in process to
  alert the owner.

  ?The owner is also in dispute of compliance fines assessed by the ***** of ********* for
  documented violations of their governing documents. When the owner purchased in the
  ************ they became legally bound and signed off, acknowledging their understanding of the
  use restrictions in the community and their duty to follow them. The owner had received proper
  notice per ****** law and their governing documents, including the right to appeal a decision of
  the ***** of ********* and took no action. As a result of their actions to break the rules, the *****
  issued sanctions and those are lawful and due.

  In summary, the owner received notice of the assessment change, did not read the communications sent
  for them to change their personal banking to change the payment amount. As a result, they incurred late
  fees. The ***** through due process, reviewed their written July dispute and agreed to waive the late
  fees, which were already in process for resolution/notice. The ***** is not legally empowered to waive
  assessments, as ****** law requires all unit owners to pay their assessments, when purchasing in a
  common interest community.

  We humbly request that this matter be closed, with no **** against the company as represented above.
  The record reflects that all outreach, response was made to any inquiry and their dispute is not tied to
  Terra West Management Services but, to the ***** of ********* of the Association on the decisions that
  were made tied to their ownership within the community.

  Sincerely,
  *************************, CMCA, AMS, PCAM
  Vice ********** *** Division/CSO
  Terra West Management Services
  ******************************************************************************************
  ************ phone
  ************ fax
  www.terrawest.com

• Initial Complaint

  08/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I live in the community of ****** ********* and our home owners association is Terra West. Out of 300 homes we all pay $120 in hoa fees. Our gate to our community has been broken for 8 months! Leaving us paying for things to stay broken. Putting our safety at risk and allowing us to continue to make a payment for our gate staying wide open every day!! Please help.

  Business response

  09/02/2022

  Business Response /* (1000, 6, 2022/08/04) */ Terra West Management Services is the management company for **************** at ************ Owners' Association. There have been several issues with the gate system that have been resolved. Most recently, the AVI Loops, the Entry Loops, the Telephone Entry System (vandalized) and the entry gate motor have been replaced. The **************** at ************ Owners' Association has thus far spent over $4,000 in 2022 maintaining the gate system. In addition to normal wear and tear items, the gate system has also been vandalized which resulted in the entire Telephone Entry Unit needing to be replaced, and there have been circumstances in which parts needed to be ordered and there were delays receiving parts. Unfortunately, there are frequent problems with the gate system which would give the perception that repairs are not being made timely, but the ****************' Board of Directors has been diligent at maintaining and repairing the gate system as soon as issues arise. If a homeowner experiences any gate issues, they are encouraged to report it to the management team at ***************@terrawest.com or by calling Customer Service at (***) ********. Consumer Response /* (3000, 8, 2022/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the response, but just like every single response for the past 8 months, there is never an ETA on when the gate will get fixed. Your management team collects $432,000 a year from our HOA fees. We don't want to hear that you paid $4000. We want the gate fixed. All the other gates around our area work perfect fine and are NEVER wide open! Provide an ETA, or replace the entire gate with an upgraded one. Thank you. Business Response /* (4000, 10, 2022/08/18) */ Terra West understands that community gate issues are very frustrating for homeowners. The ****************' front gate operator had to be replaced and the parts were ordered. When the gate motor fails and while waiting for parts to be received, the gates must be placed in the open position for liability issues, including the necessity for emergency vehicles to be able to gain access into the community. Terra West was informed by the gate vendor on Tuesday, 8/16/22, that the new unit was installed, tested, and back to full operation. Unfortunately, a short time after, we received information that there were issues again with the gate remotes and gate codes. The vendor came out to the property on Wednesday, 8/17/22, and we received confirmation that the gate is working properly again. The management team and the **************** Board of Directors do appreciate feedback from homeowners when there are maintenance issues in the community. If you would like to communicate directly with the **************** management team, their email address is ***************@terrawest.com.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My community recently changed HOA companies to TERRAWEST MANAGEMENT SERVICES. The first payment to this management was due on 4/1/22, however, I called in March when I attempted to set up my account for automatic payments and noticed that they only had my co-owner's name on the account. I called to have the account have my name instead since I have, and will continue to be, the one making payments. The title and deed are in my name and I was instantly met with rude resistance. Instead of changing the account name from one co-owner to the other, they stated that he would have to be removed from the deed just to have my (an owner) name put on the account. All of this was via email with their customer service. I informed them that this made no sense as the request was simple and we have not heard back from the company. Since March, both he and I have both called numerous times to either switch or have my name added to the account so that I could begin making payments. He attempted to make the payment on the first so that we would not be charged late fees while we attempted to have our request met, but the account is now locked and we are unable to make any payments and have been met with stonewalling from the company. We have attempted to call the direct manager, Christina B****, leaving numerous voice messages and even called after hours to leave messages with that response team and have yet to have any response. The manner with which we are being treated over a request that is rightfully hours to make on a home WE own is appalling. The previous HOA company were far more respectful and professional as we never had any issues with them I am documenting everything now as we are unable to make payments to the account, get in contact with or be contacted by anyone in the office for assistance and am concerned that they are being malicious in an attempt to over charge in the form of late fees or attempt to take our house from us. Attached is my first date of contact

  Business response

  08/16/2022

  Business Response /* (1000, 5, 2022/04/19) */ According to the Clark County Assessor, both **** **** and ************** are reflected as owners, and Terra West's records in our accounting system (C3) also reflect both owners. Customer Service was correct in telling the consumer that the Assessor's record would have to be changed in order to reflect only one owner's name. Having more than one owner on an account, however, should not affect either owner's ability to register and gain access to their account nor should it cause issues with making a payment. It was originally thought that the issue could have been caused by how the consumer was entering her information to register and obtain her login for the association portal; for example, if the consumer was entering with zeros and/or dashes for the account number, she would have received an error message. Further, the consumer was not designated as "primary" in our accounting system which may be why the consumer didn't readily see her name. But again, this would not have prevented her from accessing her account and making a payment. Terra West has revised the accounting record so that the ownership positions were changed based on how they were recorded with the County, so the consumer will now see her name when logging in to the portal. It has been confirmed that the consumer has completed her portal login and has successfully accessed her account recently. A Terra West Accounting representative contacted the consumer and based on that conversation, it was determined that the consumer may have been experiencing an issue because they were attempting to make a payment under the prior management company information which was no longer valid. The Accounting representative provided the consumers with instructions to update their banking profile with the new information (management I.D.#, Association I.D.#, and the account number) so they should have what they need to initiate a payment. The bank payment site is a third-party site that Terra West does not maintain so the consumers were also given Alliance Bank's customer service information to contact should they still experience any issues.

• Initial Complaint

  04/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business took over our HOA and now seeks money that I have already paid to the previous HOA. They will not answer the phone and have no customer service. This business seems to be run by idiots or at least people who think they can bully people into paying money that they are not owed.

  Business response

  08/16/2022

  Business Response /* (1000, 5, 2022/04/19) */ As the new management company for ************, Terra West sent a Welcome Package to all membership. According to the balance forward information, this consumer had a credit balance of $175.00. However, the first page of the Welcome Package stated in highlighted text that any prepaid or balance dues carried forward would be reflected on the next statement (see attached). The March statement, which was included in the Welcome Package, also included this statement in highlighted text. The April statement did reflect the consumer's true and correct accounting record. A call was placed to the consumer by the Community Manager but there has been no return call by the consumer.

• Initial Complaint

  10/08/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Terra West is known to be the worst HOA management! They slander homeowners with frivolous violations. I acquired my property less than a year ago. I have received a lien collection notice ******************* services on belalf of *************************** whcih is onwed by Terra West Managment for $1,938.26 from an old alleged violation that is not even mine! The date of the violation goes back more than 3 years. I need your help to resolve this alligation. Please see attached file. Thank you in advance, ***** **********

  Business response

  06/08/2022

  Business Response /* (1000, 10, 2021/11/08) */ The Community Manager for *************************** reached out to Terra West's Accounting Department regarding fines on the consumer's account. It appears that the property was transferred via Quit Claim Deed, from mother to son; therefore, the fines remain and stay with the account/property address. The Quit Claim deed only transfers/changes the name on the property, it is not a new sale, therefore any prior balance on the account is forwarded over. The Board of Directors for *************************** reviewed the consumer's fine waiver request at their 8/11/21 Executive Board meeting and approved to waive all fines. As a result, the consumer/homeowner is only responsible for the hard costs of $175 and any *** collection fees.

*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. ↩