FAQ - Management Transition

Lake Pointe’s management transition FAQs 
                                                       
As previously communicated, Lake Pointe is now professionally managed by Cohere as of Oct. 1, 2024. While Cohere and your previous management team worked in partnership to ensure a smooth transition for residents, we understand you likely have questions regarding this transition.  
 
Q: WHEN IS THE MANAGEMENT TRANSITION HAPPENING?
 
A: As of Oct. 1, 2024 Cohere will manage the operations, accounting, engagement, communication and oversee facilities for Lake Austin Lake Pointe Homeowners Association, Inc.
 
Q: WHO IS COHERE?
 
A: We’re your onsite Community Life team. We’ll partner with you and your board members to cultivate an enriched and purposeful community that grows in value over time. 
 
We’re innovators in the marketplace because we place equal value on communications, operations, engagement and financial success. Learn more at coherelife.com.  
 
Q: WHO IS MY COMMUNITY LIFE DIRECTOR?
 
A: We’re happy to share that Abbie Ordonez, community life director, is your first point of contact for community needs and concerns.  Abbie can be reached via the contact list at the end of this FAQ. 
 
Q: WHEN ARE MY ASSESSMENTS DUE? 
 
A: Your assessments will continue to be billed quarterly however, due to the transition, your 2024 fourth quarter assessment will be due on Nov. 1. Each quarter there after will be due on the first day of the quarter (Jan. 1, April 1, July 1 and Oct. 1).  
 
Q: WHEN CAN I REVIEW MY ACCOUNT BALANCE?
 
A:  We’re in the process of creating new association accounts for each resident and will be working with previous management to transition end-statement data into Vantaca. This could take up to a month to complete (Dec. 1), but we’ll let you know as soon as your account history is ready to view. In the meantime, you can make payment on the current assessment due.
 
Q: WILL LATE FEES BE ASSESSED DURING THIS TRANSITION?
 
A: Additional late fees and interest will not be assessed on outstanding balances thru the end of November 2024.  We anticipate completing the transition process by Nov. 30. and will notify homeowners when the transition is complete and the grace period ends.
 
Q: I AM ON A PAYMENT PLAN WITH THE PRIOR MANAGEMENT COMPANY. DOES THIS PAYMENT PLAN CARRY OVER TO COHERE?
 
A: We’ll honor all payment agreements from previous management provided as part of the accounting transition of data from Real Manage to Cohere. Please continue to make the agreed-upon payments during the transition.
 
Q: IS THERE A FEE TO PAY MY ASSESSMENTS BY CREDIT CARD?
 
A: Yes, if you pay with a credit or debit card, Vantaca will charge a 3.65% processing fee. 
 
Q: I HAVE MY ASSESSMENTS SET UP THROUGH PREVIOUS MANAGEMENT, DO I NEED TO SIGN UP AGAIN TO CONTINUE PAYMENTS WITH COHERE?
 
A: Yes, homeowners currently enrolled in automatic payments through your bank, auto-pay, electronic checks, credit card payments, etc. must cancel payments and set up new payments in the Vantaca portal.
 
Q: HOW CAN I PAY MY ASSESSMENTS?
 
A: Cohere offers three free ways to pay your assessments:
 
ACH
The easiest way to ensure your assessment payments are paid on time and for the correct amount is via ACH direct debit. To set up ACH, simply log into your Vantaca portal account and follow the instructions below.
· Log into the Vantaca portal
· Go to “payments.”
· Click on the “enroll” link next to “auto draft.”
· You’ll need your routing and account numbers to sign up.
 
Auto-pay directly through your financial institution or bank
Set up payments through your bank and ensure the payment address is PO Box 64685, Phoenix, AZ 85082 and include your new account number located in the Vantaca portal.
 
Send a check in the mail
Make your payment out to Lake Austin Lake Pointe Homeowners Association, Inc. and send it to: P.O. BOX 64685, Phoenix, AZ 85082 
 
*The following options through Vantaca will have fees, even if they are reoccurring.*
 
Bank payment: Setting up a payment in Vantaca to pull money from your bank will incur a fee of $2.99, per transaction
 
Credit card payments: There will be a charge of 3.65% per transaction for credit card payments in Vantaca. All major credit cards are accepted.

 
Q: I HAVE QUESTIONS ABOUT MY NEW COHERE ACCOUNT, WHO CAN I CONTACT?
 
A: For questions about your account email connect@coherelife.com 
 
 
COMMUNITY CONTACTS - Reach out to us! 
 
lakepointe@coherelife.com
Abbie Ordonez, executive director
 
Accounting
connect@coherelife.com  
 
Websites
www.lakepointehoa.org 
coherelife.com
 
Non-Emergency Police Department
(512) 974-0845 OPT #3 or https://www.tcsheriff.org/records-reports/reports/file-online-report 
 
Suspicious persons or activities
Loud music from a neighboring property
Vehicles blocking entry or exit to a home
Unprovoked harassment by fellow property owners
Other non-emergency items or events
 
For life-threatening emergencies, please call 911 IMMEDIATELY.
 
Mailbox key replacement
Contact your post office to have your mailbox rekeyed.