What is your process for helping us to switch management companies?
Ideally, we would like to start the transition process by contacting the current management company about 2 weeks prior to the effective termination date, and requesting that they provide us with the Association’s documentation and records,including homeowners’ list and contact information, vendors list, banking information,financial records, etc. This time frame will enable us to set up the Association’s members on our system, and to send out notices to everyone regarding the change in management. We would also ask the current management company to provide us with a final reconciliation of the bank statement, cash balance, and final financial reports, to be completed and delivered to us between one and two weeks after the termination date.
What monthly, quarterly, and yearly reports and information do you share with all of the homeowners?
Records and reports of the Association are available to all members/homeowners (upon request), with the exception of confidential matters discussed during the Executive session. These reports, along with monthly Minutes, should also be available to all homeowners to peruse at the Annual Homeowners Meeting.
What is your process for hiring / firing personnel, maintenance, contractors, etc? How much of that information do you share with homeowners (fees, payments, salaries,contract stipulations, etc)?
The final approval for hiring/firing vendors and contractors rest with the Board of Directors as CALCO is an Agent of the Board. With most of our HOA’s, however, the Board allows CALCO a small limit (ranging from $200 - $400) where CALCO can make a decision on behalf of the association, without having to obtain approval from the Board. Should a situation occur where it is necessary to hire/fire such personnel (more than the limit CALCO is normally authorized, and it is not an emergency and/or safety issue), CALCO will assess the situation and provide a recommendation to the Board.Details of contracts are also provided to the Board. For larger projects, we normally provide the Board with 3 estimates. Lastly, CALCO believes in an open-book policy, so any homeowner has a right to request that such information is available to him/her to view.
How do you enforce our CC&Rs?
As a community matures and changes come forth, we all (Board members, homeowners, renters, as well as CALCO) must work to continue to protect the integrity of the community by abiding by the rules and regulations outlined in the CC&R's. That said, CALCO works with our Boards to ensure the CC&R’s are properly abided by all. Some of our Boards tend to be more lenient with the homeowners and have asked that CALCO give extra number of notices/warnings (more than the CC&R’s call for) before the “violators” are fined. Most of our Boards go “by the book” and adhere strictly to their governing documents. Whichever way a Board chooses to leans towards (more lenient or “by the book”), all homeowners within each community/HOA are equally and fairly.
What are your communication policies? For example, do you guarantee a response (whether written, email or phone call) within 24 hours, 48 hours?
We are a small firm so a lot of times, we are “out in the field” and may not be able to answer your calls/emails/faxes right away. However, as we pride ourselves in our customer services, we guarantee a response within 48 hours, although we most like will get back to you within 24 hours.
What are your fees? How are they collected? How often do they change? When are we notified of changes to the fee structure?
Most of our HOA’s have automatic payments set up through their banks/financial institutions for recurring costs, including CALCO’s management fees, utilities, landscaping, cleaning, etc. CALCO’s management fee may increase after one year. One month prior to this one-year landmark, CALCO will submit to the Board a notice regarding this increase.
What is the minimum contract that we can sign? How do we end the contract with you. What is that process?
Our contract is one year, which is automatically renewable unless notified by either party. For non-cause termination, we are asking 60-day notice; 30-day notice with cause.
What are you most proud of as a management company? What is your biggest strength?
CALCO believes in providing our clients with the best customer service we can provide. Our clients are just not a number to us; we strive on not just meeting but exceeding our clients’ satisfaction and expectation.
Common Questions and Answers On Our Services:
Do you mail monthly statements to homeowners |
Instead of monthly statements, our fees include mailing of annual (12 months') coupons with return labels to our homeowners at the start of our management. Monthly statements are sent only to delinquent homeowners, along with their notices of late payments. |
Do you collect and deposit assessments |
Yes |
Do you enforce delinquency policy of CC&Rs; investigate complaints; file liens |
Yes. Our fees include enforcing delinquent policy of CC&R's and investigating complaints. However, please note that once an account is 3 months delinquent and the Board has approved to send it to collections, it is referred to a law firm specializing in Collections. All costs associated with that collections will be the responsibility of the delinquent homeowner; the Association incurs no cost in that collection process. |
Do you submit monthly report of delinquent accounts and liens |
Yes |
Do you receive and pay all bills for vendors from operating account |
Yes |
Do you transmit monthly accounting report of receipts and disbursements |
Yes |
Do you file notice of assessment with county recorder's office during resale; provide escrow with info |
No. CALCO charges a "title transfer fee" of $175.00 if a unit is sold or refinanced. This transfer fee shall be paid by the buyer/seller out of escrow, not by the Association. |
Do you carry employees of association on payroll (not applicable at this time) |
No. We can process the process for the HOA. However, please be advised that all employees would be on the HOA's payroll, not CALCO's. |
Do you train employees of association (not applicable at this time) |
Yes |
Do you submit annual report- provide CPA with necessary info to prepare tax returns |
No. CALCO charges $10 for each unit for the annual package (which includes approved budget for the upcoming year, YTD financial statements of the current year, a copy of the CC&R's, a copy of the Association's insurance Declaration page, a copy of the Collection policy, a copy of the Reserve Study if applicable, and a copy of the annual audit if applicable). However, we would provide the CPA with all the reports and documents he/she would need to prepare the returns, at no additional charge |
Do you prepare annual operating budget |
Yes |
Do you do annual reserve study and annual audit |
Reserve Study and Audit have to be done by outside parties (reserve company and an accounting firm/CPA firm); however, CALCO will provide these professionals with all the documents they would need at no additional cost. |
Do you schedule maintenance work as directed by board, assist in procurement of services |
Yes |
Do you obtain 3 bids for any contract work over $750 |
Yes |
Do you receive service requests for maintenance from homeowners; report trends to clients |
Yes |
Do you handle maintenance requests |
Yes |
Do you provide 24 hour maintenance emergency call service |
Yes |
Do you assist in coordinating general meetings and annual meeting, attend annual HOA meeting, prepare packet with financials etc |
Yes |
Do you conduct monthly walk-through, prepare action list |
Yes |
Do you assist the client's legal counsel to initiate legal action associated with CC&Rs |
Yes |
Do you provide legal service; re-write existing CC&Rs |
This would have to be done by outside legal firm. We are prohibited to provide legal services by DRE. However, we can offer suggestion for updating CC&R's and then have them reviewed by Counsel selected by the Board. |
Do you assist and advise client in preparation of correspondence between residents; maintain file of all correspondence |
Yes |
Do you assist in procurement of insurance coverage as well as processing claims |
Yes |
Do you obtain relevant certificates of insurance and workers comp and gen'l liability |
Yes |
Do you direct contractors providing recurring services/monitor to ensure compliance |
Yes | |
