Frequently Asked Questions
Most Frequently Asked Financial Questions
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 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: It is your responsibility to make sure that you pay your bills. 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 90 days behind in your HOA payments and per your collection policy if we do not receive the payment in full within the time stated in that letter you will be turned over to an Attorney for collection of that debt.
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: When is my payment due?
A: All payments are due by the first of each month and consider late by the 10th. Meaning if we have not received your check by the 10th you will receive a late fee. If you know you are going to be late and would like to avoid a late fee you would need to communicate that to use via email. Any check that is mailed after the 15th might not get posted and deposited until the following month.
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 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. Some of the smaller Associations cannot fit the cost of that into their budget. If your Association doesn't have an online payment system and looking to make a credit card payment we can provide that service but please note there is a 3.9% charge for each transaction.
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 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: It is your responsibility to make sure that you pay your bills. 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 90 days behind in your HOA payments and per your collection policy if we do not receive the payment in full within the time stated in that letter you will be turned over to an Attorney for collection of that debt.
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: When is my payment due?
A: All payments are due by the first of each month and consider late by the 10th. Meaning if we have not received your check by the 10th you will receive a late fee. If you know you are going to be late and would like to avoid a late fee you would need to communicate that to use via email. Any check that is mailed after the 15th might not get posted and deposited until the following month.
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 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. Some of the smaller Associations cannot fit the cost of that into their budget. If your Association doesn't have an online payment system and looking to make a credit card payment we can provide that service but please note there is a 3.9% charge for each transaction.
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 are Monday through Thursday 9:00 am to 3:00 pm. WE DO RESPOND TO EMAILS CONSISTENTLY REGARDLESS OF WHAT TIME.
Q: Do you answer your phones?
A: Yes, however we highly recommend that you email us directly instead. Why? So that we can have documentation of the conversation.
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.
Q. How much is a resale packet?
A. The cost is $135.00 for a 10 day turn-around. We can provide express mailing however the cost is a bit more.
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 $75.00
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 are Monday through Thursday 9:00 am to 3:00 pm. WE DO RESPOND TO EMAILS CONSISTENTLY REGARDLESS OF WHAT TIME.
Q: Do you answer your phones?
A: Yes, however we highly recommend that you email us directly instead. Why? So that we can have documentation of the conversation.
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.
Q. How much is a resale packet?
A. The cost is $135.00 for a 10 day turn-around. We can provide express mailing however the cost is a bit more.
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 $75.00
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.