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A Tucson community association management company lost its Better Business Bureau accreditation recently due to an unanswered complaint.

Professional Homeowners Association Managers LLC had two complaints in the last 36 months, and, in one case, the company neither responded to nor resolved the problem, according to Better Business Bureau records.

Company President Linda Iniguez said she was surprised to hear the news.

Initially she said the membership had lapsed because the company forgot to pay its annual dues.

She wasn't aware that a complaint had come in that wasn't answered, she said.

"They probably just assumed we were blowing them off when I didn't even know there was one (complaint)," she said.

Her company, which she said manages 40 homeowners associations, went through a major transition in the fall, she said.

Senior management was let go on Oct. 1, and an interim manager was at the helm for about a month, she said.

She guessed the unresolved complaint must have slipped through the cracks, and said she was going to contact the bureau and find out what could be done.

Kim States, spokeswoman for the Better Business Bureau of Southern Arizona, said she was surprised the company didn't seem to know about the complaint or the revocation.

The complaint in question was filed in August and was sent to Professional Homeowners Association Managers on Aug. 27, States said.

At that time, the company had 30 days to respond. A second letter was sent Sept. 12, reminding the company that no response was received and that there was still time to do so, she said.

A final notice went out on Oct. 10 that gave the business another 20 days to respond to the complaint, and on Oct. 30 the case was closed as having no response, which is against the guidelines for maintaining membership in the BBB.

"As you can see, there are many, many points of contact throughout the process," States said.

On Nov. 16, the bureau sent a revocation letter, certified with return receipt requested, to the attention of Iniguez, advising her that she had 30 days to appeal the decision, States said.

Records showed the letter signed for on Nov. 19, she said.

"If there was a management change or something internal happened where the correct person did not get it, that may be," she said.

States said it's never too late to respond to a complaint, although at this point the company would still have to go before the Southern Arizona BBB board and ask for reinstatement.