From time to time, HOAs will choose to change management companies.
- New Accounts are associations that have selected Action Property Management as their new management company.
- Terminated Accounts are associations that are no longer managed by Action Property Management.
It is important to keep track of all accounts as they come and go. Usually you will receive an email announcement about an account that will be terminated or of a new account that will be starting with Action soon.
Upcoming associations will appear in SnapHOA Management with a Future status.
Community Care should remain professional and neutral when discussing management changes. Never make negative comments about another management company or an HOA Board’s decision to change management companies.
Verifying Whether Action Manages an Association
The property address should be searched on every call.
If the property address cannot be located in Management App:
- Ask for the name of the HOA.
- Search SnapHOA Management using the full or partial HOA name.
- Example: A caller may say “American Heights” when the association is actually “Amerige Heights.”
- Ask if the property is a newly constructed home. Developers do not always notify Action immediately after a home is sold.
- If the caller still believes Action manages the association, ask a Community Care Lead for assistance.
Note: Do not tell a caller that Action does not manage their property until these steps have been completed.
New Accounts
When Action begins managing a new association, homeowners receive a Welcome Letter introducing Action and explaining important services.
The Welcome Letter can be found in:
Community Care Tab –> Accounting
Community Care may:
- Review the Welcome Letter with the homeowner.
- Email a copy of the Welcome Letter if requested.
- Answer general questions regarding the transition.
Often times a homeowner will not know that their HOA has chosen a new management company until they receive the Welcome Letter. Other homeowners will see the letter and assume it is junk mail and throw it away.
Payment Information
The Welcome Letter will contain important payment information, including:
- Resident Portal enrollment instructions
- Online payment setup instructions
- Credit card payment availability date (typically the first day we manage them, but not always)
Occasionally, online payment availability may be delayed during a management transition.
Before providing information, check the Community Care tab in SnapHOA Management for any announcements regarding payment processing delays.
Terminated Accounts
Once an association is no longer managed by Action:
- Provide the homeowner with the new management company’s name and contact information.
Do not transfer homeowners to Action departments regarding terminated associations.
Homeowners from terminated accounts may call Action for months after their HOA transferred to new management to inquire about their account.
If a homeowner states that:
- their payment was sent to Action,
- Action cashed their payment,
- the new management company instructed them to contact Action, or
- they want to speak with Accounting,
advise them that their records are now maintained by the new management company. The homeowner should speak directly to their new management company, including providing proof of payment directly to the new management company so they can research the issue.
Note: Once the new management company has taken possession of the association records, requests from the new management company should be directed to your CC Lead to determine who the management company needs to speak with.