Evaluating Your Community Association Management: Why Tolerate Poor Service?

Why Not Fire Your Unresponsive Community Association Management?

The Double Standard Between Products and Services

In the world of buying and selling, when customers are dissatisfied with a product, they almost always return it and request a refund. There is little tolerance for subpar merchandise. However, when it comes to services, the situation changes dramatically. Many consumers hesitate to complain or engage in difficult conversations with service providers. As a result, they continue to pay for inadequate service, even though they are not getting their money’s worth.

This inconsistency is puzzling. If customers are willing to demand satisfaction with tangible products, why do they tolerate poor service? The answer may lie in the intangible nature of services. Unlike physical products, services are harder to quantify and return, making it more challenging for customers to seek redress.

Understanding the Reluctance to Complain

Both products and services require payment before delivery, and both typically come with some form of return or cancellation policy. Despite this similarity, consumers tend to view the two very differently. Companies and vendors often exploit this mindset, knowing that even if their service is lacking, customers may continue to do business with them. Customers may be aware that better options exist, but the effort required to find and transition to a new provider often deters them. Convenience, fear, and inertia frequently lead consumers to stick with their existing vendors, even when the service is poor.

The Misconception About Company Size

Just as in dating, where the saying goes “there are plenty of fish in the sea,” there are many businesses willing to work harder for less and still deliver exceptional service. Yet, consumers often profile companies based on size, number of employees, or years in business. Larger, older companies sometimes lose sight of the customer centric values that built their reputation, relying instead on recurring business and neglecting responsiveness and attention to customer needs.

On the other hand, younger or smaller companies often bring more passion and drive, striving to go above and beyond to earn and retain clients. In many cases, smaller companies provide superior customer care compared to larger firms. Large companies may subcontract their services to smaller businesses, leaving customers unaware that their service is actually being provided by someone else. This can result in consumers paying more, mistakenly believing that a big company guarantees excellent service.

As large companies accumulate more customers than they can manage, service quality suffers. Their focus shifts to maximizing profits, while smaller companies prioritize building strong relationships and delivering excellent service. The latter are better able to handle their client base and ensure top-notch support.

Choosing Business Partners Wisely

For consumers, the goal should be to find reliable, accountable businesses that prioritize their needs. Rather than settling for companies that see customers merely as a source of income, it is important to seek out providers who genuinely care and deliver value for the fees charged. Ending poor service starts with consumers refusing to support companies that consistently under perform. Ultimately, the size of the company is less important than its reputation for delivering quality service and truly meeting customer needs.

Addressing Issues in HOA Management

Ongoing Challenges with HOA Management

Board members and homeowners frequently express frustration with their homeowners’ association (HOA) management teams. Common complaints include unresponsiveness, frequent changes in managers, a lack of regular board meetings, absence of financial reports, late tax filings, skipped voting procedures, and neglected site visits. Despite these failures to meet contractual obligations, management companies continue to bill the community, raising serious concerns about improper practices within HOA management.

Impact on Homeowners

What makes this situation particularly troubling is the sense of powerlessness that many residents feel. When homeowners seek answers, responses from management are often vague or deflective, further eroding trust and deepening concerns about transparency. The apparent disregard for the HOA’s own leadership leaves homeowners questioning whether their voices matter. This persistent cycle of neglect and poor communication not only feels unfair but also undermines the fundamental purpose of a homeowners’ association—to foster a safe, well-managed community where everyone’s interests are protected.

Lack of Oversight and Accountability

Another major concern is the insufficient oversight from regulatory bodies or state authorities who are responsible for ensuring that community association managers uphold their responsibilities. Without regular board meetings, transparent financial reporting, timely vendor payments, and basic communication, residents are left to question the legitimacy of management’s actions. The continued collection of fees with little to show in terms of actual service only intensifies homeowner frustration. In the absence of clear standards and enforcement mechanisms, management companies may operate unchecked, putting homeowners’ rights and investments at risk and making meaningful change seem unattainable.

Safeguarding the Community

Faced with these challenges, homeowner communities can take proactive steps to protect themselves and demand accountability from underperforming management. By organizing collectively, residents can insist on regular board meetings, request detailed financial disclosures, and establish direct channels for reporting and addressing concerns. Advocating for explicit service benchmarks in management contracts, along with provisions for penalties or termination in cases of nonperformance, empowers homeowners to enforce higher standards. Seeking assistance from independent legal counsel or state agencies can also help clarify rights and identify recourse options. Ultimately, promoting a culture of vigilance and collective action is crucial to ensuring that the HOA truly serves its members and that management companies fulfill their responsibilities.

The Importance of Integrity and Service

Homeowners’ association management fees should correspond to the actual services provided; failing to deliver on paid-for services is equivalent to theft from the community. Continued neglect by community association management calls for decisive action from board members and homeowners. By staying informed, collaborating with neighbors, and demanding transparency and accountability at every level, communities can reclaim their voice and prevent management companies from evading their responsibilities. If the current management does not meet the community’s expectations, consider transitioning to a provider dedicated to serving residents rather than merely collecting monthly fees. The integrity of service is determined not by the size of the management company, but by its leadership and commitment to professionalism and the well-being of the community.

Don’t ignore light repairs and maintenance

The significance of regular repairs and maintenance cannot be overstated, as these practices are essential for preventing more extensive and costly damage over time. As the well-known adage suggests, neglecting routine tasks such as oil changes can dramatically reduce the lifespan of a vehicle; similarly, failing to maintain property leads to premature deterioration. This principle is particularly relevant to homeowners' associations and condominium associations. While maintenance and repairs do require financial investment, they ultimately help communities avoid far greater expenditures associated with major failures or disasters.

Unfortunately, convincing board members of this necessity is an ongoing challenge. Board members must recognize that proactive repair and maintenance strategies are crucial for safeguarding their communities against larger future expenses. Although the initial outlay may appear substantial, these actions generate long-term savings by mitigating the risk of severe damage.

By fostering a culture of responsibility and foresight within their communities, HOA and COA boards can ensure ongoing property value and resident satisfaction without relying on external mandates or reacting only after significant issues arise. Instead, implementing a structured schedule for inspections and routine maintenance empowers associations to identify concerns early and address them efficiently, reinforcing the association’s commitment to the well-being of its residents and the long-term integrity of shared assets. This proactive mindset not only helps avoid the pitfalls of deferred maintenance but also builds trust among homeowners, demonstrating that their community leadership prioritizes both safety and fiscal responsibility.

Community Association Managers (CAMs) should consistently underscore the importance of proper upkeep. I strongly suggest partnering with vendors to organize webinars for board members, offering valuable guidance on maintaining and repairing common areas within their communities.  And be updated with mandates to make sure that the community are complying for all structural and non-structural. Remaining informed about evolving legal and regulatory requirements ensures that associations are prepared to address any new standards related to building safety, accessibility, or environmental impact, thereby reducing potential liabilities. By combining diligent routine maintenance with proactive attention to compliance, boards position their communities to thrive, maintaining both the physical integrity of their properties and their reputation for responsible governance.

In addition, prioritizing repairs and maintenance demonstrates a forward-thinking approach that benefits everyone in the community. When boards act promptly, they reinforce a sense of trust and confidence among residents, making it clear that their association is committed to responsible stewardship and the preservation of shared assets. This proactive attitude also fosters better communication with homeowners, encouraging ongoing dialogue about the importance of regular upkeep and collective investment in the community’s well-being. Ultimately, by making timely decisions and taking preventative measures, associations can avoid unnecessary disruptions, maintain a positive reputation, and ensure that both current and future residents enjoy a safe, attractive, and financially secure environment.

Understanding the Role and Challenges of HOA Board Members

Composition and Commitment of HOA Board Members

HOA board members are homeowners who volunteer their time and effort to serve their community without compensation. The board typically consists of the President, Vice President, Secretary, and Treasurer. These individuals often juggle their board responsibilities alongside their daily jobs, and in some cases, members are retired. Serving as a board member is not an easy task; it comes with significant responsibilities and fiduciary duties to the community.

The Power and Responsibility of Board Membership

Being a board member entails a considerable amount of authority to manage community affairs. While some individuals remain humble and prioritize the needs of the community over personal interests, others may misuse their position. This misuse can lead to decisions that do not benefit the community as a whole.

Challenges in Managing Community Funds and Maintenance

Some board members may become overly restrictive with the community's finances, withholding funds and postponing necessary repairs for homeowners. They sometimes lose sight of the fact that the money belongs to the entire community, not just to themselves. As a result, they may ignore the concerns and needs expressed by residents, particularly when issues do not affect them directly. This lack of responsiveness to repairs and maintenance can lead to greater damage in the long run, ultimately costing the community more by delaying important resolutions.

It is important that all members get to vote for the right people to sit as board members because it defines the future of the community.  It will also be beneficial if they have some background with procurement, finance, vendors relationship and people relation.  This can help the community in making vital decisions and connect with the homeowners.  The community need leaders who can show them transparency and involvement, not leaving the rest of homeowners in the dark.  They need to remember that they are serving the community therefore they need to involve the community.

The Importance of Board Member Selection and Community Engagement

Voting for Qualified Board Members

It is essential that all community members participate in voting for the most suitable candidates to serve on the HOA board. The individuals elected to these positions will have a significant impact on the future direction and wellbeing of the community.

Valuable Skills and Experience

Board members who possess backgrounds in procurement, finance, vendor relations, and people management bring important skills to the table. These areas of expertise can greatly benefit the community, enabling the board to make informed decisions and build stronger connections with homeowners.

Transparency and Involvement

The community needs leaders who demonstrate transparency and actively engage with residents. It is crucial that board members do not leave homeowners uninformed or excluded from important decisions. Board members must always remember that their primary role is to serve the community and involve its members in the decision-making process.

Fostering Unity and Equality Within the Board

It is important for all board members to continuously recognize that, at their core, they are homeowners just like everyone else in the community. Their position on the board does not elevate them above other residents, nor does it grant them special privileges. Board members share the same interests and goals as their neighbors: building a better, more vibrant place to live for everyone.

By maintaining this perspective, board members can work collaboratively with the community, ensuring that their actions and decisions reflect the collective needs and aspirations of all residents. This approach reinforces the idea that leadership is about service, partnership, and striving toward a shared vision for the future of the community.

Reinforcing the Importance of Thoughtful Board Member Selection

The foundation of a successful HOA board lies in selecting the right individuals to represent the community. This process begins with making informed choices during board member elections. To do so, it is vital for residents to get to know their neighbors. By building relationships and understanding the strengths, values, and perspectives of those who live in the community, homeowners are better equipped to make thoughtful decisions about who should serve as board members.

Taking the time to connect with fellow residents ensures that the individuals elected to the board truly reflect the needs and interests of the community. This involvement not only strengthens the selection process but also fosters a sense of trust and unity among all homeowners.

Enough is Enough

As I reflect on my journey into the HOA management field, I have often wondered whether I should have started sooner. However, I have come to realize that my path has been shaped by experiences and opportunities that have allowed me to develop the skills and knowledge necessary to excel as a Community Association Manager. This role uniquely enables me to utilize all of my expertise in one position, allowing me to effectively manage homeowners’ associations and make a meaningful impact.

Upon entering industry, I quickly became aware of a troubling trend: many management companies view their communities simply as business accounts, prioritizing profit over genuine care for residents. This perspective was difficult for me to accept, as my own ideals of community service extend well beyond the monthly assessments paid by homeowners. My commitment lies in ensuring that communities are clean, that residents’ concerns are heard and addressed, and that issues are resolved rather than overlooked or forgotten. I believe that homeowners deserve exceptional management in return for their hard-earned money, and my goal is for them to feel proud to live in a community managed with urgency and dedication.

Starting with my own management company presented its own set of challenges, especially as I consider the balance of increasing responsibilities with my personal journey. Despite this, my conscience will not allow me to stand by while homeowners' associations are underserved. I am committed to changing the culture of the industry, demonstrating that trustworthy and dependable management companies exist. I want every HOA to recognize that there are managers who truly care about each homeowner, and who see themselves as partners in building stronger, more vibrant communities. The negative reputation created by indifferent management must be corrected, and I am determined to be part of that change.

For me, the role of Community Association Manager means being involved in every aspect of managing a community: from answering financial questions, to communicating with vendors, conducting project walkthroughs, overseeing ongoing projects, and ensuring that every vendor is paid promptly for their work. I believe that nothing and no one should be overlooked. When vendors are treated well, they take greater pride in their work, which leads to better results for homeowners and enhances the community’s reputation. Ultimately, this level of commitment ensures that homeowners see the true value of their investment in the association.

I am on a mission to transform the HOA management industry by advocating higher standards and a renewed sense of responsibility among management companies. My hope is that this dedication and drive will inspire established companies to reevaluate their practices and take greater accountability for the communities they serve. By promoting genuine care, transparency, and responsiveness, I aim to encourage industry to move beyond profit-driven motives and embrace a culture of service that truly benefits homeowners and strengthens communities.

I am dedicated to fostering improvement in both Homeowners Associations and Condominium Associations. My mission is to ensure that every community receives the attention, care, and professionalism it deserves. By advocating for higher standards and genuine responsiveness, I strive to create associations where residents feel valued and proud of where they live. This commitment extends to every aspect of management, reflecting my belief that the foundation of strong communities lies in trustworthy, dependable leadership and a service-oriented approach.