EDIT: after posting this review someone finally reached out to me. A representative came to my place and gave me a new key. The phone representative and the lady who delivered the key were both friendly and helpful. Disappointed that it took a month but very happy with the ladies who resolved it today.
My HOA recently switched to this management company and I had high hopes after coming from a terrible company. It is now August 1st and I STILL do not have access to my complex's pool due the lack of action on behalf of the management company (FOB will not work). I have contacted Heritage THREE times and every time I am told "we will forward to property manager" and NO ONE has reached out to me or resolved the issue. I pay a portion of HOA fees towards pool maintenance every month (always on time) and as a new homeowner (FEB) I am unable to access the amenities I pay for due to no fault of my own.
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Very Poor customer service. Our property manager left the company few months ago and they never tried to find replacement. Every time they are coming up with new reason and dates after committing two solid dates and each date is about 30-45 days gap. I tried to loop their upper management but , they are also not bothered to sort out our ongoing issue.. I'm writing this review to bring this concern to company head hoping that he will change it.
Heritage staff goes above and beyond their required hours and job duties. They are very patient and calm when dealing with excessive and sometimes rude emails.
The Winthrope Park Community transitioned to Heritage Property Management starting in April this year. I wanted to express our thanks and recognition for all of the hard work that our community manager- Robin Steinkritz has contributed. We have had several issues to deal with during the transition including major pool repairs. Robin has worked with us the whole time including responding to e-mails over the weekends and helping us address our collection issues. I think the board now truly understands what a 'top tier' property management company brings to the table. I think we would have moved earlier if understood the difference.
Very difficult to get a hold of and slow to respond to questions. I am a resident in a condo neighborhood managed by Heritage. And at times, if they handle the matter, they don't follow up to indicate the issue has been resolved.
Extremely rude customer service. Homeowners are doomed with this company. Simple questions get rude answers in return. Would not recommend to anyone at all. Hope they fold.
I've had the pleasure of working with the team over at Heritage for nearly a year as they support our Sub Division. I couldn't be happier given their professionalism, sense of urgency and attention to detail. Polina Williams goes above and beyond in helping us. Keep up the great work.
I was on the website a number of times last night, it is amazing how easy it is to access all the information such as financial reports, violations, etc.
Megan Sargent immediately responded to my concern regarding the lawn service blowing excess debris (grass, leaves, etc) on my patio, and keeping it there every week. Megan immediately contacted the lawn service company, and within only minutes, contacted me back to let me know that the matter has been corrected. I am pleased that Megan was efficient, very friendly, and assured immediate corrective action regarding my concern. In all other aspects, the lawn service company has been doing a very good job, and this is not a "complaint" but rather a matter to inform them, so they could continue to improve - as we all should. Thanks much!!!
Reneshia Watson at Heritage Property Management Services has been a pleasure to work with. She is always courteous and very professional. She assisted us in getting our ARC request to the appropriate person and followed up once it was approved. She not only followed up with myself, but she also contacted my husband regarding the approval. She went above and beyond what was expected. We greatly appreciate her assistance with this matter.
Me and my partner just moved into a new unit, and we have a couple of initiation questions - Megan Sargent was SUPER quick in her responses, and more than helpful. She had a wonderful attitude and dealt with our inquiries with speed and expertise. Great experience overall!
This is a property management after exerting power and collecting fees. For few months now, I keep getting threatening letters by the manager on neighborhood Robin Steinkritz to go to court. In his threatening letters, he keeps accusing me of modifying the driveway by painting the driveway white without the prior approval of the HOA. Mind you he does not respond to emails or phone calls, I explained to him in several certified emails that the modification was made by the builder before I bought the house. I even sent him a letter from D.R.Horton proving that they did the modification before my closing. Not only paint used was not white anyway, it was light light grey to match the color of the driveway. They apparently painted the driveway in haste to cover some stains that were on the driveway to close on the house. I also believe that D.R.Horton was the property management and HOA at the time. So not only I did not do the modification, but also the HOA at the time (D.R.Horton) did the modification prior to Heritage and the current board. At this moment, I am sitting with $50 penalty every month for something I did not do, worse, Heritage dont even tell you in their bullying letters what to do to remedy the issue. They stop at accusing of violation of the HOA threatening to take me to court with me paying them for their attorney. Just bullying tactics. Robin, I hope that you can sleep well at night knowing that you bully people for a day job.
This is the worst company ever. I preferred the last company. Can't wait till we stop using them and I will definitely be voicing my opinions at the next board meeting. I called the manager of my HOA to ask questions about payments. He was unkind and unprofessional. They don't have a good payment system set up and their website is not user friendly. They need to be more organized.
Heritage has been our Management company for a few months now and it's been very impressive overall. The staff is attentive and responsive. Customer Service is important in any business and Emily has been excellent at answering my questions and addressing concerns.
We have been working with Heritage for a couple years now. We have been particularly impressed with Mindy Boswell. She is to the point and informative. She also responds within a reasonable amount of time.
Dan James is and outstanding employee who stands out from the crowd. His exceptional service to bring my community up to speed has been phenomenal .I have greatly enjoyed working with him. Can't thank him enough and not enough great words to describe his loyalty to helping his communities.
Unresponsive and hard to work with. Been trying to get help to complete a form we need to sell our house and not a single individual will answer a phone or hit reply to an email. This is the most frustrating organization to deal with.
Ms. Williams has been our property manager for several years. She's always been quick to respond to my requests & has resolved issues to my satisfaction
Good Afternoon Heritage Management. With everything that has been going on in our world today I pray for you all. I called in inquiring about my account I want to say last week and as well as safety precautions for our community Iris Brooke HOA during these troubling times. Janelle who made me aware that we have access to a homeowner solution center she was very professional and very calm she was very relatable and that is what every company deserves. Thank you Heritage for your concerns for our safety. God bless us all.
This company is a shame. I have never dealt with such a rude group of people. Unprofessional no follow through. When you call, there is a reason. I have been hung up 8 or 9 times. There is no communication. If I didn t call to I inquiry about my issue I don t think I would have gotten my answer. I am going to the Gwinnett county judge tomorrow and filing a formal complaint
Heritage Property Management is a very professional company with a very available and helpful staff. I particularly enjoyed the Board training classes and I would highly recommend these classes for all Board members, who are willing to improve their management skills.
A big thank you to Polina Williams our Glenn Square condominium Property Manager. Not only does she ALWAYS get my questions answered in a timely manner, she always adds a personal touch to her communications. I am grateful for Polina and wanted to express my thanks! Great job! : )
We have worked with Jennifer for a little while now and she has been awesome to work with! She is so easy to communicate with and helps get jobs scheduled efficiently.
I had board of director hearing regarding the fine, fees and the threatening letter i get from the heritage property company but the result was not successful as expected. The property manager Sebastian arranged the hearing but didn't show up. That only proves he's not communicating timely and professionally. The people in this company don't care about homeowners well being but instead harassing and causing unease.
This company and the HOA are harassing and causing me stress to the level I'm thinking to leave this community. At the hearing one of the board of director asked me if i know how it work by showing me a piece of paper and argued that after initial waiver the remaining balance is the assessment fee witch shows some number don't even adds up. Only until he found out I was well prepared and came with all the evidence, then he stated that the remaining balance is from the heritage property company legal fee and he can't do anything about it.
Here is the catch. When we ask for illegal charges to be removed from our account if the board say heritage legal fee and heritage property company says the boards discretion to decide. Who are we dealing with?
Was having trouble connecting with people regarding invoice payments to vendors. But Megan Sargent came to my rescue. She is great to work with and will return your phone call. I hope Heritage appreciates the asset they have,
Horrible Leadership Horrible Practices They receive kick backs from vendors Unprofessional They do not do property walks as their contract states they will Be sure to check your financials carefully Out of touch They are not for the property they are about the bottomline for themselves. If I could give 0 starts I would
I live in nice town home community and the HOA is Heritage Properties. Theyre randomly charging 4 extra assessment fees on top of regular HOA dues. Which put me on the negative over a few $1000. On top of that they have hit me with late fees left right and center. And i been here 10yrs paying normal fees every month. The collection manager Tracy or something doesnt get back to you promptly and there ledger is so confusing. My back yard is sinking in to a hole which has become hazard. I have sent pictures and tried addressing but no response. I need to make a complaint can anyone suggest how i can proceed? As my investment it going down hill. Thanks
One star is too generous of a rating for Heritage Property Management. I wish there was a way to provide negative stars.
Mindy Boswell is responsible for managing my property and she is incredibly unprofessional... I had to reach out to her and the company at least 4 different times over a period of the last several weeks before receiving a response to my issue regarding a leak in the roof. She was not apologetic for her delay in response. She could not provide specifics in how she planned to resolve an issue after sending a follow up email to ensure I understood their plan of recourse.
I've had other issues in the past and the same thing has occurred - its been incredibly difficult to reach someone. I would highly recommend that you leverage a different company if you are looking for a professional company that values your business as a customer.
For a separate issue, she is refusing to take any responsibility or accountability for my car being towed in my own parking lot even though I have a sticker that indicates I'm registered to park there. It will likely take legal action to help me get reimbursed for the fees I paid to retrieve my car. Regardless if my car posed an issue, a courtesy call / email would have been helpful to avoid me having to pay nearly $500 to retrieve the car.
With all of that being said, I'm incredibly frustrated and highly disappointed as I'm responsible for paying dues to an organization who doesn't value me as a home owner. I hope that the leadership team reads this review and takes appropriate actions to hire someone that will value each and every homeowner in our community.
Below you can see a picture of the damage that a leaky roof has caused inside of my home for further proof that you should stay very far away from this company!
Heritage property management is the worst company I have ever have to deal with. When you call Heritage the message you hear say costumer service is our number one priority but they yell at you hang up the phone at you and ignore you. Never address the issue at all. The worst one is the person that manages my subdivision. His name is Subastian he never ever respond to emails and never acknowledge he received an email. It is very unprofessional for a big company like Heritage. I emailed him five six times but never received a response. I emailed him about some fines he kept charging me unnecessarily and I requested a wave or I requested for him to send the matter to the board but no response. Now he kept sending me this generated threatening letters every time. I am a new home owner and heritage property management is making me hate my house I even looked into selling my house. No communication what so ever but keep sending fines and interests . Even my interest is making late fee and another interest because no one care enough to communicate and address the issue. I hate Heritage management company and I urge any subdivision not to use this company. They created so much anger in my community by charging unnecessary charges and create a hostile environment between the homeowners and the board members. So STAY AWAY FROM Heritage property management company! Thank you I hope you take this seriously and listen. Thank you. Azeb.
If your condo community wants a seamless transition from one property management company to the next, then this is not the company for you. The "client services" (I use that term VERY loosely) department was less focused on empathetic customer service and more focused on being combative. From poor excuses such as "I don't keep the property manager's schedule" and "The property manager could have had a long weekend" (when I asked Giselle a basic inquiry of when I should expect follow-up after 3 DIFFERENT business days of inquiring from 5 different Heritage staffers when our overflowing trash would be picked up) to "No, I can't allow you to file a complaint with anyone other than your property manager" (when asked to speak to Giselle's boss after her combative responses and this unorganized transition). Giselle even hung up the phone while I was still asking for her supervisor. Despite the poor service specifically from the "customer service rep" Giselle, the actual property manager Shabia was VERY responsive ONCE I was connected to her after 3 different days of the run-around and she was willing to provide basic customer service such as "I will get back to you early next week" and she actually did! I know that should be standard but with the Heritage staff I encountered, it is not! Shabia is a 5-star property manager but the "customer service" (again, I use that term VERY loosely) rep. answering the phone deserve negative stars. Heritage, please work on the demeanor of those answering the phone and hire people with empathy, ESPECIALLY during a community transition.
UPDATE later the day on 10/25/2018 Based on this review, I received a follow-up email from the Director of Client Services, Erica Schneider, who was very apologetic and shared how she has worked, since this review, to correct it with the staff. Thank you, Erica, for your responsiveness. You, like Shabia, offer 5-star service! For now, I will leave my overall Heritage review rating the same but I am open to improving it as I continue to have a positive experience with Heritage.
Sandy Decker filled in for Sharon Silver as our Portfolio Manager while Sharon had her back operation and recovered. I, and the entire board of Dunwoody Chace, want you to know how much we appreciated having Sandy step in and do a very good job for us. Sandy is very capable and a quick learner, taking over her new duties so we did not miss a beat, pitching right in so we had only to familiarize her with all our quirks and expectations. She demonstrated strong follow-up, interest in and caring for our community, and contributed to our board meetings with sound advice and ideas. She was pleasant and easy to work with she establishes and maintains relationships quickly -- always with a smile on her face and in her voice, keeping an even keel at all times. She even walked the community in August with board members, recording follow-ups and taking care of them. So, thanks for assigning Sandy to help us as well as Sharon. I know she and Sharon talked frequently to assure we were taken care of properly and in a timely manner. Having Sharon as our Manager and then experiencing Sandy filling in confirm the wisdom of our decision to contract with Heritage for your services.
I had a conversation with Ms. Heailrston today (not sure of spelling) and she was very helpful. She took care of my issue and sent me a follow up email the same day. Thank you, Debra - I've been a resident for many years and it's good to have your personal interest.
I would rather pull my teeth out with pliers than to deal with this company! The accounting is deplorable complete with errors and omissions as well as late fees and interest charged for timely payments.
If you need a hand at Heritage Property Management, Delethia Foxx is by far the most responsive person that we've had to work with in their organization. While selling our property in Smyrna, we needed several documents that were not available on our online portal. She was on the ball returning my phone calls and emails in the same day. Very thankful for her help. If she didn't get involved, I don't think we would have ever found these documents! Go Delethia!
Jennifer has been extremely helpful in ensuring that actions are taken quickly and without confusion. She has been ahead of most actions and keeps herself and others well informed. As a 30+ year resident of Wynford Chase, I can say she is right at the top. Thanks Jennifer.
I had the pleasure of speaking with Casey Lusk recently-he was kind, patient and respectful as I explained my problem. He was very knowledgeable and explained to me step by step in a detailed email as to how to handle my situation. Casey gave me much peace.I am thankful he is our neighborhood representative. Thank you,Casey!
I am the Treasurer for the Cadence HOA Board and I work with Alexandra Mordecai our Community Association Manager. Alex has worked tirelessly to help our community through a difficult software conversion. She has addressed every question and followed up on her off hours. Without her efforts we would have moved on to another Management Company. Heritage is lucky to have such a dedicated and service oriented employee John Glassford
Unfortunately, I live at a property where this company is involved. I m starting to be a little concerned about issues reported. Neighbors who repeatedly park their vehicles in the yard... I reported this incident in May (car) of last year with a nice lady named Megan from this company and this morning as I was leaving at the 7am hour.. I see a red pick-up parked in the yard!! If these issues are so called being reported to the board and they are working with the home owner why do they keep occurring? No I m not signing up for the portal. You can t even credit accounts appropriately why would I trust you with my personal information?
I wanted to write a note to you about Danielle. She is definitely an absolute asset to your company. I called her this morning concerning a loan we are doing. Our borrower had to have all the condo doc s sent it by today to submit to our lender. If not the seller was not going to give her the extension on her purchase contract. We had try to go through the website but could not get the documents. Danielle was so helpful and so kind. Our job is very stressful but working with people like Danielle makes our job so much easier. It was a pleasure working with her. I just want you to know what a special employee you have.
Heritage didn't just sit back when they were informed that the property had deterioration in multiple areas. They brought in the contractor with the necessary skill set and worked well with the HOA to make sure the repairs were done fairly, quickly, and professionally. Great company and the property manager we worked with is great.
My name is Tanya Cole and I am a real estate agent. I had a house listed in Manchester Meadows, was on the way to closing with my clients, then found out the closing was cancelled. My clients and I were devastated as it was just an hour before closing. Unfortunately, the buyers thought they could not purchase the property and then rent it out, so the deal was off - just like that. The sellers moving truck was full of all of their furniture, kids and pets, and they were ready to start their new lives in their brand new house. Plus, they could not close on the new house until closing on the old house took place. They were in a pickle and me too as I had basically already spent my commission. Here is where Ashley Womack of Heritage Property Management Services steps in. As the seller and I knew of other rentals in the neighborhood, we went to the covenants to double check the language. In fact, I was so worried about this, I wanted to talk to a person because I needed proof asap that a rental would be allowed. I asked for Ashley by name at her office and then she came up to the front. I explained our situation that a large corporate home buyer was trying to purchase my clients home to turn around and rent it out to families, and that their legal team came up with the info that rentals were not allowed. Well, as soon as I explained this to Ashley, she knew right away that they were allowed. She didn't even have to look at the covenants because she knew them to a "T." She couldn't understand why the legal team would have said that. She looked at my documents I brought and then looked over hers on file just to be safe and she was right. Evidently, the legal team was not looking at the correct set of covenants. They were referring to the CCRs from 2006 before the market crashed and builders were foreclosed on. After this happened new CCRs were filed a few years later that allowed for any and all rentals. With this new information from Ashley, our deal was saved. She sent me an email with all the info I needed plus even included the recording date of the new CCRs. This official info is all I needed to convince the buyer to purchase my clients house after all. Because of Ashley's help, my sellers were able to close on their house just 1 day later than they had planned. They were able to keep their belongings on the truck and reschedule the close of their new home the next day too. Ashley is a person I'll never forget. She was so kind and knowledgeable and made a big impression on me. I expected the worse outcome and thought I wouldn't get anywhere with anyone because I didn't have an appointment or know anybody. However, going to the HOA office in person changed everything. Without Ashley Womack's expertise my clients would have had to move back into their house and cancel their contract on the new house. She saved the day.
My previous property management company was switched over to Heritage Property Management. I had to pay a late fee with my previous company and then, when switched to Heritage, they decided they would also apply fees to me that never applied to them to begin with.
Last week, I spoke with an account receivables specialist, Wednesday Brown. She was awesome and helped me through the transition from one property management to another. She was able to give me a detailed instructions on what I needed to do, and even followed up with me with an email after our initial conversation. Being a part of a business where communication is important, I wanted to write about how much easier she made the process-as well as my day!
I am a new board member to the River Falls Association and Jennifer Carter has been a great help in getting me up to speed with how the board functions. She is a great asset to the board and goes above and beyond in keeping everyone up to date and organizing materials for our monthly meeting. It would be a great loss and set back to the group if she was not our association manager any longer. Also, she was a major player in making the repayment of all the subdivision streets in a week during August. This big project was accomplished with no major issues and Jennifer played a big part. She is very organized, keeps the group on schedule and displays leadership skills. She is an asset to the board. - Randy Bradley
Let this letter serve as my personal reference of Heritage Property Management. My name is Ward Pearce and I live in the Riverview Community. Our community consists of 168 condominium units. My wife is a current member of the Board and has been for almost 2 years.
Subpar Company, we have a $0.00 balance with our HOA but they referred our account to an outside collection company that has NO WEBSITE and uses a Fake Google voice number. This "company" will not answer calls or emails. Additionally since my account is in collections we cannot even log into the heritage portal and see what our payment history was, fines. dues etc..
What a sham company, shame on any neighborhood who hides behind this awful company...
We are very pleased with the level of attention and support provided by our community association manager Megan Sargent. She is always responsive and a tremendous help to our association.
If I could give this company no stars I would. This HOA management company is inept from the top down. Nobody should use this company for anything. Chris Lee who oversees Ashford Creek Townhomes is the absolute worst. He has not made one single attempt to address my issue for nearly 2 weeks
HOA'S and COMMUNITY ASSOCIATIONS... RUN, DON'T WALK, AWAY FROM THIS COMPANY...
I'm a board member of a 364-home community association in metro Atlanta. Heritage acquired our business from another management company in 2015. At first, things seemed very buttoned down and professional in our opinion... training courses for board members, collections and construction services at their fingertips. We had a good property manager assigned to us. But within a year, monthly inspections stopped, so we started doing them ourselves. Then they reassigned us to a new manager who we felt wasn't as thorough and professional as the previous one... they did not follow up with emails, vendors started contacting us about missing payments, board members received very slow reimbursements (6 months for one board member waiting on a reimbursement for security cameras). We also had to take over the management of our Clubhouse rentals because they often times they wouldn't get back with people, or they wouldn't forward information to our clubhouse coordinator. Keeping up with what they WEREN'T doing and/or requests and issues they had not responded to became almost a full time job for me.
As the president of our association, I met with the Director of Portfolio Services and the head Property Manager in 2017 to discuss the many issues that we had been dealing - we were considering leaving, but as anyone who serves on an HOA knows, it's a huge headache. So we sincerely wanted to work things out. But it didn't get better. A few months after that, we were assigned a new manager yet again. Things continued to get worse, including complaints from our association members about phone calls that went unanswered, erroneous charges put on accounts, and a batch of violation letters with intent to assess fines that went out in error resulting in board members receiving a flurry of complaints via phone, email and Facebook messaging, which they called a "glitch".
Heritage continued to be a huge burden to us rather than helping us. I cannot even begin to explain the frustration that went on for the last 2 years we were with them. We were assigned yet again a new property manager. At that point, I had emailed the president of the company and several others to inform them about the many ongoing issues.
Finally, we had had enough. A clause in our original contract allowed us to cancel our agreement. As soon as I explained to the Director of Portfolio Services that they couldn't salvage our business, his demeanor changed in my opinion. He instantly turned cold and told me that we would have to pay for almost a year's worth of services to leave. I definitely picked up quickly that they would be more than willing to come after us legally. I feel that he misinterpreted the cancellation clause. We feel that ultimately they knew it would cost us more in attorneys fees to fight them then what they were trying to force us to pay in order to cancel our agreement. Feeling trapped, we hired a new attorney and negotiated an amount. But Heritage took FAR MORE than they ever gave. My experience says they will not hesitate to sue, even if they are failing to abide by their agreements. I believe they know they have the upper hand in that situation (you either stand on principle and pay a ton of legal fees OR pay them in order to get away).
Our experience: Customer service was terrible in their different departments... phone calls were not returned. Emails were completely ignored. I thought long and hard about posting this, but at the end of the day, this has been our experience with them from our vantage point. I am one of five board members who will back this up. IMO, the issues are systemic and not related to any one person. It's an issue from top to bottom, and one of our former property managers confirmed this to me just before they resigned.
As long as I am part of this (or any) neighborhood, Heritage will NEVER get our business again, and anyone I know from other communities will be told about our experience. I RECOMMEND THAT YOU AVOID THIS COMPANY.
Heritage Property Management is an outstanding company. The staff always go the extra mile to make sure HOA client needs are met, and from what I've seen they strive to provide excellent service. Heritage easily earns 5 Stars to go.
We have been with Heritage Property Management since the establishment of our community in 2004. (Chalfont on Peachtree Rd)
We currently use Heritage Property Management to handle all our transactions from invoices to tax preparation. They also have a Construction Company that works well to help maintain our property maintenance and appearance.
Polina Williams is a outstanding property manager. Polina is very quick to respond to the request and needs of the board members and the community homeowners. Even tho Polina handles other properties she is informative and thorough with her knowledge of our community rules and bylaws. Every interaction with Polina is detailed, polished and amazing.
We had many issues with Heritage and was able to speak to Gavin, the President of HPMS. He listened to our concerns and assigned Jennifer Carter to our property. I have to give credit when credit is due and Jennifer is the best property manager we have ever had. She has incredible people skills, both in speaking to the POA Board and more importantly the homeowners. We are a larger POA at 270 homes and I hear nothing but positive feedback from our homeowners on how great she is.
KUDOS to Jennifer and it is because of her that we have continued to utilize Heritage for our property management company!
We own/manage properties in several communities managed by Heritage. Two of the three communities we are involved in are currently looking to replace Heritage due to poor management practices. Most specifically failure to complete regular drive throughs of communities to ensure homes are being maintained to the standards of the HOA and poor communication.
We received a notice from them in the mail today regarding one of our properties. Notice had NO phone or email contact info for Heritage on it. We tried to call their office using at least 3 different numbers we have and the call would not even go through on any of them.
This is consistent with the type of communication issues we have had with this company. While it seems others have had more favorable results with this company we cannot state the same after multiple issues in multiple Heritage managed communities over the past few years.
UPDATE: We did hear from Heritage today and got the information we needed for the current issue.
There are a lot of instances where you have to pay for services upfront and then you hope if and when you need to use that service it will be what you were sold. I'm thinking of insurance, warranties, and HOAs. You pay regularly with the hope that one day if you need them, then all your payments will be worth it. I have been paying for HOA services with Heritage Property Management for more than a decade with my neighborhood and with other properties that I have had dealings with as a real estate agent and investor. This review is not the story of my dealings about a specific claim or request on my behalf for the HOA to deliver on their covered property, rather this is the story of a company that accepts and cashes your HOA premiums for many years and then send you into collections. You may now think, "I see now why you're leaving a bad review, you are a dead beat HOA dues dude and now you want us to feel sorry for you since you are the victim..." Fair enough I think the same thing when I hear the like, and I understand the sentiment. So if the narrative is true, then a respectable bill payer would reach out immediately to resolve such a mistake and be upfront and diligent about clearing up this administrative mistake. He would call the company as soon as he was notified of the dispute on August 30th. And after not being able to discuss said collections balance, he would continue to reach out to anyone at Heritage property management who may be able to assist in this past due amount they were claiming was open. A simple phone call and discussion over the ledger and a comparison with cashed checks would seem to take only a few minutes. However, I am still awaiting such a call and the chance to clear up any misapplied payments. The purpose of this review is not to say Heritage Property Management will or will not provide the service(s) they claim to, my reason for this review is to let others know of the lack of engagement this company does for something you would believe would be important, i.e. paying them. While being placed on hold many times in the past two weeks awaiting talking to a human that could problem solve, I thought it ironic that their hold music continuously touted "customer service is our #1 priority"
UPDATE 9/11/19 -I did receive an email from the property manager Sheron Moshell, and I am hopeful together we can resolve this.
UPDATE 9/19/19 I spoke with Sheron, a live person, and she was friendly and helpful. So I'm hoping now that the human element and communication has been established, that they will prove what their website claims:
"Our staff provides the highest quality customer service available through innovation, technology, speedy response times and efficient problem solving. Learn more about our departments and programs specifically designed with you in mind."
UPDATE 09/25/19 I have spent easily 10+ hours trying to resolve a disputed balance forwarded by the previous owner from 2015. I have provided a closing statement and a cleared check showing the previous debt was accounted for in the closing. Yet I am being told that "hopefully I will pay them by month end"
The issues keep getting worse do not hire this company they are criminals. DO you research all of it including the legal team they are involved in serval disputes. DO NOT HIRE THEM, THE customer service is HORrible and the practices they follow even worse.
I have served on the board for one calendar year. My board experience has been challenging also Jennifer James was placed in the position and the following has happened: 1. Delayed email response 2. She sends information with little to no guidance 3. Not familiar with bi-laws 4. Bias against board members 5. Unable to remain neutral 6. Doesn't provide direction for the board to save money 7. Unprofessional during meetings (rolls eyes, doesn't remain professional) 8. Sends wrong notifications to residents after being asked ($6.50 stamps being used after we asked them not to be used.) 9. Have to beg someone to come out when complicated issues need to be addressed. 10. Provides some people with information but not all have the same information 11. Doesn't crack down on delinquency expect people to have outstanding around after you ask them to send out notifications. 12. Property walk through not being conducted at all or in a timely fashion. 13. Last minute items being sent to the board 14. She doesn't keep things confidential be sure you understand that all members of the community will know. 15. Rude to residents that have issues a man in our community had a sewer leak no one on the board knew about this, but she had regular communication with this homeowner and he provided documentation.
With her bragging about 25 years of experience I don't think things like this should take place. If you are looking for a management company I would suggest you look somewhere else. With a 10+ year relationship and previous board members asking them to meet rates of others they wouldn't we signed a new contract with someone else. My background is in property management this is not the way you should run a business they need to overall and bring someone in to train these team members starting from the top.
11.07.19 Here we are almost 8 months later and I wanted to provide a update. One board member pretty much highjacked the entire community with our Manager Jennifer's help and with the attorney they retain because we simply wanted to go in another direction with a new company. They sent notices out to people giving them less then 30 days to remove satellite dishes bc of roof replacement with a company I am almost positive heritage has worked with before. They haven't completed a property walk in MONTHS ( we have junk cars in the community sitting in driveways oil stains everywhere), the list of unprofessionalism could go on and on for weeks, months and years. My professional suggestion is to get someone else to manage your property all the reviews I have seen thus far are filled with the same sad story. I honestly think people need to start calling the news station, and firing this management company for the inability to treat people with respect and the communities they manage with the upmost professionalism. Overall the dog and pony show they run by selling false hope of being a good management company.... Completely untrue. Rather than bring our community together they continue to create a divide, and this is more of a reflection of the manager than anything .
I ve worked with Jennifer Carter for several years now. Jennifer is an ease to work with. She always has all the pertinent information ready and is extremely responsive if questions arise. I wish all property managers could be as great and efficient as Jennifer is.
Wow, I wish I could give negative stars. I live in the Accolades, and I what a headache. Every little thing is such a hassle with these people. Carl Jacobs doesn't respond to emails in a timely manner. When he does, he doesn't even read the whole thing. He never responds to calls. He's somehow always out of the office. Trying to coordinate between him and the contractor Ron McKracken is like the movie Dumb and Dumber, except you're living in it. If you don't constantly hound him with emails and calls, he will forget about you and whatever request you have. The most absurd part, is that even when I've tried to go around him and call heritage directly....ALL THEY DO IS TELL YOU THEY WILL REACH OUT TO CARL!!!! AS IF I HAVEN"T ALREADY TRIED THAT. AS IF THAT ISNT THE PROBLEM IN THE FIRST PLACE! DO NOT HIRE THESE PEOPLE.
I would like to add, that every time you see a distribution like this , where the reviews are either 5 star or 1 star, you can be sure that Heritage has gone out of it's way to solicit positive reviews from people. You can even tell by the language. All of the negative reviews are written by actual people in normal language. The positive reviews are like reading some corporate brochure. Google reviews are absolutely rife with this sort of manipulation.
I am President of my HOA (newly elected) and it is a volunteered position . DAN JAMES goes out of his way to do little things to help my struggling HOA. He Has worked with my HOA for 13 years during some times when no one wanted to serve. He has really spearheaded and filled in the gaps with my lack of experience. Dan s expertise has driven up moral and funding to revocation Recreational Playground, Pool house and Entry signage improvements. He goes beyond the call of duty, he worked with pool company to get pool open after being closed for 3 years because of no funding. I hate to be informed he is retiring as HPM is really losing a stellar employee, at least keep him part time!! Much Gratitude DAN!!!!
I wish the rating went from -5 to 5 stars! I would have given this company -5! One of the worst management companies ever! I've been dealing with them for multiple locations and I never had a positive experience. Once they sent me to collections while I had a several thousand dollar credit.
Now I received a letter of non-compliance for not filling out the occupancy affidavit. It says I am not in compliance and being charged every day until the affidavit is completed and returned to them. Well, I never received the original notice to begin with! How could I have filled it out on time? They have time and money to type a letter, print it out, send it, but it never occured to pick up the phone a call me to inquire about the status of it! It seems the whole point of this management company is to punish and squeeze as much money from the residents as possible!
The irony of this whole situation is that I pay them my own money, so that they could threaten me with collections and other meaningless statements! It is beyond my understanding!
I am going to register on Yelp to write a review there, as well! I am going to contact my lawyer tomorrow, so that we can address this issue properly. I will see what they do when they receive a certified letter from my attorney!
I have partnered up many times with this management company, and they are great to work with! Mindy Boswell, who manages a few of the properties we service, is really easy to communicate with. You can tell that she genuinely cares about her communities by the way she conducts her business .
I've worked with different management companies and I had never found a property manager as efficient and hard worker as Mindy Boswell. She'd definitely go the extra mile for you and I it's a pleasure to work with her. Thank you for everything.
I recently had a few HOA issues and contacted Heritage Property Management many times for multiple matters. I was never properly contacted, and especially not within a reasonable amount of time. The property manager, Casey Lusk, is wildly inappropriate and even had the audacity to aggressively yell at my sister on the phone.
The professionalism of this management team is less than sub par. I would not recommend choosing a community with such terrible miscommunication, response time, and customer service.
Despite having all the proper permits in place, this company harasses us and our tenant. They send out multiple repeat notices of violation despite rectifying the situation in the first notice.
They charge additional fees without approval of the HOA, and now volunteers for the HOA have begun verbally abusing our tenant. We have had the same tenant for 4 years, and he has taken excellent care of the condo.
This property management company is too concerned with issuing false letters of violation and not concerned enough with maintaining the property.
Nick Young is AWESOME! Whenever I go to the office, I am always greater in a kind and professional manner, even when at times I don't deserve it. Lol nick always has an answer for me and the other home owners and if not at that time, he has is prompt to get back to me by the end of the day. Nick is an asset to bot Heritage and Foxcroft.
Mindy Boswell took over the management of our property about six months ago. She has worked closely with the Board to provide us with exceptional service.
Mindy is always available by phone or email, and is prompt to return any communication she may miss while she is managing other properties as well. She continues to impress us with her organizational skills and commitment to our property and it's management.
We just completed a major paving and landscape project, and she was instrumental in helping us coordinate all of the vendors, the emails to the homeowners as well as any incidents that popped up during the projects.
To be honest, before Mindy was assigned to us, we had our doubts about Heritage. it was a breath of fresh air to have a property manager dedicated to our success. Any community would be receiving a great gift, if Mindy was assigned as their Community Manager.
Thank you Mike Corlett President, Lenox Overlook HOA
The property management shuts the water a couple a times a month for "repairs" than charges the home owners triple on the HOA fee's. Now when you try to contact them during non-business hours, they will charge you a fee unless it's for endangering property but water is a necessity
I can give zero rating, if possible. They completely ignore Board and will harass home owners. They take full advantage of amount time board can spend on things. If you want a management company that will follow board s decisions, look for some other company....
Edit: Fines were not even part of my original request that went to board and got approved. Then Heritage completely changed board s decision. I already talked to board and they agree with me that heritage completely messed this up either intentionally or unintentionally. Feel free to check with board on what they approved and what my original was....When they finally conduct an annual meeting (even here heritage is dragging their feet for conducting a virtual meeting) we will get a board who can spend more time and fire heritage....
Our association moved to Heritage in 2015. It was a significant upgrade from our previous management company. I am very pleased with our community manager, Mindy Boswell. As a person who works in property management, I am well aware of how difficult it can be to deal with angry residents, reporting deadlines and various projects. Mindy handles uncomfortable situations in a very professional manner. She also guides the board in making decisions that are in line with the most current legal opinions. I would recommend Heritage and specifically Mindy to any HOA looking to make a management change.
No stars Even my insurance company is aware of their piss poor customer service Poor follow up and follow through Don't ever buy a condo/townhouse this company manages . . .
Morris, Congratulation on your retirement - I hope all the work from Skylar's Mill didn't force an early retirement (Lol). You will be greatly missed. You have been instrumental in giving our community the lift it so desperately needed. Thanks for all the confidence and encouragement, that you instill within our board members, over the past few months. Enjoy your retirement!! Welcome Tarah! We look forward to working with you.
Wonderful company to work with. The entire staff is very professional, kind and accommodating. My company is a preferred vendor of Heritage Properties and their account is my most pleasurable!
I moved to a property managed by this company. I have been trying to set up call box at the gate for the past 2 months. They don't respond to my emails. I called them about 10 times and they either 'note down the details' or ask me to contact someone else. I tried everything I could, but this company is determined, it seems.
Megan Sargent, CAM has been our community acct mgr for 90-days. Our community was extremely disappointed with the overall service of both our previous CAM and management ability to resolve/address our issues. After meeting with them, Megan was assigned. She has been extremely responsive rarely going over 24 hours to respond. She has been proactive as well in assisting our new Board. Thanks again, Mega......a true professional and focused on her customers.
The Heritage Property Management customer service team is extremely rude and lacks professional assistance. The rep on the phone with me yesterday shouted over me, ignored my requests and hung up the phone. I was incredibly disappointed in the representatives' demeanor. So unprofessional.
To Whom it may concern: Mrs. Reneshia Watson, consistently given me excellent customer service. She is very willing and when I call the office she patiently explain my concern in great detail. I'm 100% satisfied with her work,and I'm more than sure she is a positive asset to your company.
In the very important due diligence process of confirming community rules set forth in the Community Association Disclosure, these people did not return my calls nor my emails, and have put the closing of their clients house at risk. It's appalling the way they treat their clients and their customers. The listing agent told me they were not responding to her client either. I was told it was because the CEO sent a directive for them not to talk to realtors seeking help because they don't want HB10 which was passed into law, protecting homeowners and purchasers from being gauged by these companies with their fees for a simple condo letter. Purely out of vindictiveness, they are making our work a lot more difficult and putting their clients at risk of losing sales. They do not care about the well being of their clients. ONLY there pocketbooks. Would NEVER hire this company.
Heritage Property Management is a great company. One of their employees Jason Hunsucker is extremely helpful, knowledgeable, and friendly. Everyone in general is a pleasure to work with.
I cannot say enough about our CAM, Megan Sargent with Heritage. Her attention to detail and follow through make her an invaluable member to the Heritage Team.
My experience with them has been through my HOA, I felt they were charging the members who were paying their dues on time more, to make up the cost for the members who were not paying. We kept having some many special assessment fees, I stopped counting.
I m suspicious about the google reviews for this company. Seems to be all 1 stars and 5 stars, while Yelp shows 1.5 stars. Anyway:
My HOA uses Heritage in GA. Emailed me: Would you like a parking decal for $28? If so, reply yes on the line below. So, I reply yes. They reply, your decal will arrive soon and it did.. However 2 weeks later I receive a notice that my autopay account is passed due. I never even received a bill or was told how to pay. I call, explain, and they instruct me how to pay online. They say they understand and will remove the $35 late fee and interest, so I make the $28 payment. Next month, another notice and another $35 late fee. I call again, they agree to remove late fees. I receive another email confirmation saying my request was approved. Next month same thing late fees and interest applied again. Next month same thing... This month the manager said they cannot remove the late fee. At this point I accepted paying the late fee to end the suffering, but I know next month I'll get another. Disorganized and awful service. Why not just send me a bill or inform me how to pay? Oh, perhaps because the sick and elderly that they do this to would just pay the late fees without questioning it. Jan 22 2020 Update: Well, I conceded and paid the $25 fee a week ago, hoping that this would end the pain (as Delicia Foxx said it would). Yesterday I received a notice that another $35 late fee was applied, plus interest on the previous fees. It appears that this will never end. Might be the worst compa I've ever delt with. Jan 24: Ok, I am hopeful. Received another email saying my request was approved. Logged in and I see the credit on my account. I will provide another update after the next billing cycle to see if another late fee is applied. Mar 10: okay, I think we finally have some progress. It looks like the late fees were removed on 1/23 and no additional charge were added. Phew...
I have worked with Johnny Oken for several months!! Most helpful, knowledgeable and diligent property manager that I have ever worked with. Thank you Johnny, Heritage is lucky to have you.
This is the worst company in the world to deal with. I was given a late fee of $5.16 from a late Assoc fee in Jan. I did not receive the late fee notice until June. ? I Paid the $5.16 as soon as I got a bill. This was paid in June. The check did not come fast enough for this company (less than 10 days) and they pushed another late fee on my account .04 cents - yes, four cents! Now, I receive another bill in July from them showing I owe $25.04. I call the company to be told nothing can be done. NICE! This company expects that you manage your account online yet no www or log in info ever provided. They NEVER send you a receipt for your fee's paid or send any written confirmation. (unless you owe them money of course) This company should be flagged by the BBB for this kind of POOR business and treatment towards good paying homeowners. I can't wait to MOVE to get away from this HOA that does NOTHING for the homeowners. Buyer beware with this HOA.
Hi, I had a major problem with documents sent regarding our association and the fees that were due. I spoke with Wednesday Brown and she was amazing. Wednesday was able to get me connected to the correct people and the issues was resolved. Wednesday, thank you so much for your outstanding customer service.
I have lived at Northcrest condominium s for over 20 years. I've resided with my best friend there for 20 years plus. He passed away last year. I have literally been served papers of fireclosure. Listen ALL. I have been a willing participant in trying to resolve all issues pertaining to his debt. I met with Peter, treasurer of HOA, at his office a few months after his passing. We went over ledgers pertaining to his debt and shook in agreement of what's owed. He suggested I keep making HOA payment in which I did. I told him the account was processing in probate court. A few months went by I had been served foreclosure papers. Still not my debt. They came at me for this property like vulchers on a carcass, even with me going back and forth and giving all info they required. I received no calls, no correspondence, nothing from HOA. Since all this my house has burned down and I lost EVERYTHING. Still no contact from no one. This is as cold as customer service gets.
heritageproperty.com
