Frequently Asked Questions
Most Frequently Asked Financial Questions
Q. When is my HOA payment due?
A: All payments are due on the first of each month. You will receive a late payment if your payment is received after your Association's past due date (which is normally the 10th or 15th - please check your Association ByLaws.) Also, if the past due date falls on a Saturday, Sunday or Holiday your payment should be received before then.
Q: I have a question about my statement or check missing who do I contact?
A: Please note that effective immediately any questions about your statement, missing check, dispute on charges etc., will ONLY be done through email to have written documentation. You can email PINC directly here.
Q: I mailed out a payment but it hasn't cleared out of my account what do I do now?
A: If you have mailed out a payment and it hasn't cleared out of your account you can two things. First, we encourage all who's Association has joined AppFolio to go onto your portal and look at your statement. Second, you can email the office to see if we have received the payment but please note if we haven't received the payment you might be billed a late fee.
Q: Why am I getting a late fee if I mailed out my check and you didn't receive it.
A: HOA payments are due on the first of each month. We suggest that you are sending out your payments at least 10 days prior. We understand that sometimes payments get lost in the mail but that is not our fault. Like any other company doing business out there today it is ultimately your responsibility to make sure your account is up to date.
Q: I received a 10 Day Demand Letter what do I do now?
A: If you have received a 10 Day Demand letter from our office that means you are 60 to 90 days behind in your HOA payments and per your collection policy you are in danger of being turned over to an Attorney for collection of that debt. If you have received a letter please get your payment in within the 10 day period or it will be turned over to an Attorney.
Q: I received a debt collection letter from an Attorney what do I do now?
A: If you have received a debt collection letter from an Attorney there is nothing we can do at the office. You must contact the Attorney and work out a payment plan. The Attorney will notify us with written mailed documentation when you make a payment and when account is cleared.
Q. Where do I mail in my payment?
A. PINC Management, PO Box 696, Watertown, CT 06795 unless your Association has a specific PO Box. If you are unsure please email the office.
Q: Can we drop off payments to you?
A: No. We do not accept walk-ins. All payments should be made by using your online payment portal or by mailing in your check. You can always go to the Watertown Post Office directly to drop off your envelope.
Q. Do you accept credit card payments?
A. Yes and No. Most Associations have voted to have an online payment system. If your Association doesn't have an online payment system you will need to continue to mail in your payment or contact your bank for them to set up an automatic payment.
A: All payments are due on the first of each month. You will receive a late payment if your payment is received after your Association's past due date (which is normally the 10th or 15th - please check your Association ByLaws.) Also, if the past due date falls on a Saturday, Sunday or Holiday your payment should be received before then.
Q: I have a question about my statement or check missing who do I contact?
A: Please note that effective immediately any questions about your statement, missing check, dispute on charges etc., will ONLY be done through email to have written documentation. You can email PINC directly here.
Q: I mailed out a payment but it hasn't cleared out of my account what do I do now?
A: If you have mailed out a payment and it hasn't cleared out of your account you can two things. First, we encourage all who's Association has joined AppFolio to go onto your portal and look at your statement. Second, you can email the office to see if we have received the payment but please note if we haven't received the payment you might be billed a late fee.
Q: Why am I getting a late fee if I mailed out my check and you didn't receive it.
A: HOA payments are due on the first of each month. We suggest that you are sending out your payments at least 10 days prior. We understand that sometimes payments get lost in the mail but that is not our fault. Like any other company doing business out there today it is ultimately your responsibility to make sure your account is up to date.
Q: I received a 10 Day Demand Letter what do I do now?
A: If you have received a 10 Day Demand letter from our office that means you are 60 to 90 days behind in your HOA payments and per your collection policy you are in danger of being turned over to an Attorney for collection of that debt. If you have received a letter please get your payment in within the 10 day period or it will be turned over to an Attorney.
Q: I received a debt collection letter from an Attorney what do I do now?
A: If you have received a debt collection letter from an Attorney there is nothing we can do at the office. You must contact the Attorney and work out a payment plan. The Attorney will notify us with written mailed documentation when you make a payment and when account is cleared.
Q. Where do I mail in my payment?
A. PINC Management, PO Box 696, Watertown, CT 06795 unless your Association has a specific PO Box. If you are unsure please email the office.
Q: Can we drop off payments to you?
A: No. We do not accept walk-ins. All payments should be made by using your online payment portal or by mailing in your check. You can always go to the Watertown Post Office directly to drop off your envelope.
Q. Do you accept credit card payments?
A. Yes and No. Most Associations have voted to have an online payment system. If your Association doesn't have an online payment system you will need to continue to mail in your payment or contact your bank for them to set up an automatic payment.
Other Frequently Asked Questions
Q: Why do you prefer emailing over phone conversations?
A: The simple answer is because we like to have written documentation. It is also the best way for us to efficiently handle the day-to-day of management services.
Q: What are the duties of the Board of Directors vs Management Company?
A: In a simple statement, the Board of Directors oversees your Associations By-Laws, Financials, Rules and Regulations and monitors building and landscaping conditions. The Management company enforces the Rules and Regulations, pays Association bills, handles emergencies, and maintenance issues. The management company DOES NOT raise condominium fees. That is something that is voted during association meetings (why you should be active and go to meetings if you are a home or unit owner.)
Q: What are your business hours?
A: Monday through Friday 9:00 am to 3:00 pm. We follow the CT state holidays for school closings. Our summer hours start Memorial Day and end Labor Day, Monday through Thursday 9:00 am to 12:00 pm and will respond to emails and text messages up to 4:00 pm. We always return calls/emails/text messages within 48 hours if not sooner.
Q. Can I reach you after hours?
A. We have a 24/7 Maintenance Emergency Line (answered by Clive Saunders of FMC Contractors) to handle fire, water, sewer and dangerous maintenance emergencies. He can be reached at 203-841-7841. Please note this is an EMERGENCY LINE and not a direct line to answer questions because you cannot get ahold of the management company right away.
Q. How much is a resale packet?
A. The cost is $185.00 for a 10 day turn-around. We can provide express mailing however the cost is a bit more.
Q. Do I have to order the entire resale packet if I already own the ByLaws?
A. Yes, by law we are responsible to give the next owner all the current and up-to-date information.
Q. How can I order a resale packet?
A. Go to our forms page and complete the Resale Request Form.
Q. How much is a condo questionnaire?
A. The cost is $150.00
Q. How can I order a condo questionnaire?
A. Generally, you will receive the condo questionnaire from your real estate provider, bank, or mortgage provider. Email the questionnaire over to us and once we receive payment we will email it over to you.
Q. How do I get a Certificate of Insurance that my mortgage company requested.
A. Go to our forms page and complete the Certificate of Insurance Form.
Q. How do I submit a work order request?
A. Go to our forms page and complete the word order request.
Q. Can I request payment slips and/or PINC return address labels?
A. Yes, but at the resident's cost. Associations do not cover these cost. We can provide 12 months of payment slips, stamped, addressed return envelops bundles. If you are interested please go to our forms page and compete the request.
Q. How does a contractor get included for future bids?
A. Complete the Contractor Bid Sheet on our forms page. Once we receive we will add you to the list.
Q. How do I know the rules of my condo Association?
A. When you purchased your unit you were given a Resale Packet that provides the details of the Rules and Regulations to your Association. Most condo Associations have similar rules which you can read here.
A: The simple answer is because we like to have written documentation. It is also the best way for us to efficiently handle the day-to-day of management services.
Q: What are the duties of the Board of Directors vs Management Company?
A: In a simple statement, the Board of Directors oversees your Associations By-Laws, Financials, Rules and Regulations and monitors building and landscaping conditions. The Management company enforces the Rules and Regulations, pays Association bills, handles emergencies, and maintenance issues. The management company DOES NOT raise condominium fees. That is something that is voted during association meetings (why you should be active and go to meetings if you are a home or unit owner.)
Q: What are your business hours?
A: Monday through Friday 9:00 am to 3:00 pm. We follow the CT state holidays for school closings. Our summer hours start Memorial Day and end Labor Day, Monday through Thursday 9:00 am to 12:00 pm and will respond to emails and text messages up to 4:00 pm. We always return calls/emails/text messages within 48 hours if not sooner.
Q. Can I reach you after hours?
A. We have a 24/7 Maintenance Emergency Line (answered by Clive Saunders of FMC Contractors) to handle fire, water, sewer and dangerous maintenance emergencies. He can be reached at 203-841-7841. Please note this is an EMERGENCY LINE and not a direct line to answer questions because you cannot get ahold of the management company right away.
Q. How much is a resale packet?
A. The cost is $185.00 for a 10 day turn-around. We can provide express mailing however the cost is a bit more.
Q. Do I have to order the entire resale packet if I already own the ByLaws?
A. Yes, by law we are responsible to give the next owner all the current and up-to-date information.
Q. How can I order a resale packet?
A. Go to our forms page and complete the Resale Request Form.
Q. How much is a condo questionnaire?
A. The cost is $150.00
Q. How can I order a condo questionnaire?
A. Generally, you will receive the condo questionnaire from your real estate provider, bank, or mortgage provider. Email the questionnaire over to us and once we receive payment we will email it over to you.
Q. How do I get a Certificate of Insurance that my mortgage company requested.
A. Go to our forms page and complete the Certificate of Insurance Form.
Q. How do I submit a work order request?
A. Go to our forms page and complete the word order request.
Q. Can I request payment slips and/or PINC return address labels?
A. Yes, but at the resident's cost. Associations do not cover these cost. We can provide 12 months of payment slips, stamped, addressed return envelops bundles. If you are interested please go to our forms page and compete the request.
Q. How does a contractor get included for future bids?
A. Complete the Contractor Bid Sheet on our forms page. Once we receive we will add you to the list.
Q. How do I know the rules of my condo Association?
A. When you purchased your unit you were given a Resale Packet that provides the details of the Rules and Regulations to your Association. Most condo Associations have similar rules which you can read here.