Frequently Asked Questions:
Q: I just moved into an HOA managed by Ghertner & Co. and would like to create my account and find out how I make my HOA payment?
A: After your closing, the title company sends the paperwork and funds collected to our accounting dept. Once we receive it, it takes about 3 weeks to get your account set up and mailings out to you. The first mailing will be a black folder with a welcome letter. Then about a week later a second mailing will be your actual welcome packet and will contain your account info and advise when you first payment is due, and provide you payment options. Also, it will contain your security key and instructions to login as a homeowner. If your HOA fees are payable on a monthly basis, you will receive coupons in your packet. If your HOA fees are due on a quarterly, semi-annual, or annual basis, you will receive a statement in the mail for payment.
Q: How can I get a copy of the governing documents (bylaws, CC&Rs, etc.) for my community?
A: Go to www.ghertner.com, then under Homeowners, click on Property and Closing Info, then click on Association Governing Docs, then type in the first 4 letters of your community name, you should see your community come up, click on it, and then scroll down to Association Documents and click on the arrow. There you will see the documents and can print or upload them.
Q: How can I get a pool key or replacement pool key?
A: Go to www. ghertner.com, and under Homeowners, click on Pool Key Request and follow the instructions there. If your Association isn’t listed or doesn’t come up, email CSR@ghertner.com or call 615-277-0359.
Q: What are my options for paying my HOA fees and when are they late?
A: Go to www.ghertner.com, and click on Pay Association Fees—there you will find options available for making your payment. You can also use your personal Bank Bill Pay to make your payments. All HOA payments are due on the 1st of the month. Normally there is a grace period of at least 10 to 15 calendar days, but your payment has to be processed and posted to your account prior to that grace period expiring. If you mail your payment, it will normally take at least 7 business days to process and post to your account. If you make an e-check or credit card payment using the options on our website, then it will take up to 2 business days to post. Also, if you use your bank bill pay, keep in mind that most banks cut a check and send it on your behalf—so you will want to schedule that payment to ensure it has at least 7 business days to get processed and posted to your account prior to the grace period expiring. Again, all payments are due on the 1st of the month.
Q: I mailed my payment but I received a delinquent statement indicating that it wasn’t received. What should I do?
A: The first thing to do is to call your bank to see if the check cleared your account. If it did clear your bank, then you will need to provide the front and back of check to us so that we can get it posted to your account. If your payment was paid electronically, then we will need that transaction info to research it. In either case, you can email that payment info to accountingrequests@ghertner.com, and our accounting dept will research it and get back to you. If it did not clear your bank, then you need to make a decision on whether to stop payment on the check, give it more time, or issue another payment.
Q: I received a request from my mortgage company to provide a certificate of insurance for the policy that the HOA carries for my property—how do I get that?
A: Ghertner & Co can’t provide the certificate of insurance that your mortgage is looking for—however we can provide you the contact info for the HOA insurance agent’s office as they can produce the certificate with the info your mortgage company wants. You can contact us for that info by emailing HSR@ghertner.com or calling 615-277-0359.
Q: I would like to put up a fence (or any other external change) and would like to know how to go about getting approval to do so?
A: For any external change or improvement your HOA requires that you submit a request for approval. That requires submitting an Architectural Request Change (ARC) form with supporting documentation for approval. You can find the form for your community by going to www.ghertner.com, then under Homeowners, click on Property and Closing Info, then click on Association Governing Docs, then type in the first 4 letters of your community name, you should see your community come up, click on it, and then scroll down to Association Documents and click on the arrow. You should see the ARC Form there and it includes instructions. The HOA normally has up to 30 days to consider your request. If you submit your request prior to actual closing, please ensure you indicate your closing date on the ARC form.
Q: I received a violation letter from my HOA and I need more clarification—how do I get that?
A: Please email your questions or concerns about the violation letter to HSR@ghertner.com and we will pass it on to your community manager for a response.
Q: How can I change my mailing/billing address on my HOA account?
A: Please email your address change to HSR@ghertner.com or call 615-277-0359 for assistance.
Q: How can I get the transfer fee amount for my property that is managed by Ghertner & Company?
A: Please email accountingrequests@ghertner.com and include the property address in your email.