Frequently Asked Questions
Contacts
Who can I reach for help?
We have a team of industry professionals standing by to assist you. Here are the various ways you can reach us:
• TownSq App: Submit a request via our web and mobile application.
• Customer Service Team: Available Monday-Friday, 8:00 AM-6:00 PM. Contact: 855-289-6007 or info@goodwintx.com. Live Chat is available on our website at www.goodwintx.com.
• Community Manager: E-mail: ALACmanager@goodwintx.com
• Compliance Team: Covenant violation related inquiries can be directed to compliance@goodwintx.com.
Financial
What is my balance?
• You can view your account balance by logging in to TownSq. You may also request your balance by contacting our Customer Service team Monday-Friday, 8:00 AM-6:00 PM by phone, 855-289-6007, or via email at info@goodwintx.com. Live Chat is available on our website at www.goodwintx.com
How do I pay my assessment?
• For your convenience, we offer several payment options:
o Option 1: Mail-In Your Payment to the following address:
ALAC– LaCima Master Association
c/o Goodwin Processing Center
PO Box 93447
Las Vegas, NV 89193-3447
o Option 2: TownSq website (www.townsq.io) or mobile application. Your account balance is also available by accessing your TownSq account.
• From the web:
o Login to TownSq at https://app.townsq.io/login
o From the top of your home page feed, select the account you’d like to make a payment on.
o Click “make a payment” to choose from a menu of options including pay your open balance, set up a recurring payment or make a one-time custom payment.
• From the TownSq App:
o From the top of your mobile feed, choose the account you’d like to make a payment on.
o Click “make a payment” to choose from a menu of options including pay your open balance, set up a recurring payment or make a one-time custom payment.
• TownSq offers both ACH and debit/credit card payment options. When making credit card payments online, there is a $1.50 convenience fee plus 3.5% of the total payment amount. This fee is based on your assessment. When making a payment via e-check, there is a $1.50 convenience fee.
• Option 3: Bank Bill Pay Service - If you use a bill payment service that automatically makes payments for you, please change the name of the payee and the address for payment to the PO Box address referenced above. You will need to note your account number and association code (ALAC) in the memo section of your check.
Can I pay my assessment with a credit/debit card?
• Yes, credit/debit cards are accepted through TownSq.
From the web:
o Login to TownSq at https://app.townsq.io/login
o From the top of your home page feed, select the account you’d like to make a payment on.
o Click “make a payment” to choose from a menu of options including pay your open balance, set up a recurring payment or make a one-time custom payment.
What is my property code?
• Your Property Code is ALAC
When is my assessment due?
• Your assessment is due on the first of the month each month. You can pre-pay for one year or quarterly in advance.
Why does my account show a negative number?
• A negative number means that you have a credit balance.
I received a letter about a past due assessment. Who can I talk to about these fees?
• Contact our Customer Service team Monday-Friday, 8:00 AM-6:00 PM by phone, 855-289-6007, or via email at info@goodwintx.com. Live Chat is available on our website at www.goodwintx.com.
Who can I talk to about setting up a payment plan?
• Contact our team at delinquencies@goodwintx.com. A member of our team will be happy to assist you however possible.
What is my assessment paying for?
• Your community’s assessment pays for the operating expenses of the association. This can include utilities, landscaping, amenity maintenance, taxes, pool maintenance, accounting, insurance, etc...
Where can I find my account number?
• You can find your account number in your billing statement or coupon book. If you cannot locate your account number, please contact our Customer Service team at 855-289-6007.
Insurance
My lender is asking for a copy of the association's insurance. Where do I get this information?
• HomewiseDocs.com or Contact our Customer Service team Monday-Friday, 8:00 AM-6:00 PM by phone, 855-289-6007, or via email at info@goodwintx.com. Live Chat is available on our website at www.goodwintx.com. You can also submit a request through TownSq.
Owner Information
How do I update my contact information/mailing address?
• Contact our Customer Service team Monday-Friday, 8:00 AM-6:00 PM by phone, 855-289-6007, or via email at info@goodwintx.com. Live Chat is available on our website at www.goodwintx.com. You can also submit a request through TownSq.
Resales
How do I get a lender questionnaire completed?
• Lender questionnaires can be ordered via the Goodwin website at https://marketplace.communityarchives.com/login.
How much does a lender questionnaire cost?
• Visit the Goodwin website at https://marketplace.communityarchives.com/login for pricing.
Where do I obtain a resale certificate?
• Resale Certificates can be ordered via the Goodwin website at https://marketplace.communityarchives.com/login.
I'm the Lender and would like to get a statement. Is there a charge for this?
• A statement can be ordered via the Goodwin website at https://marketplace.communityarchives.com/login.
Rules/Regulations
What is the community's rental/leasing policy?
• Short term rentals are not permitted. You may set up tenants under your account as a tenant in TownSq without your account being fully visible to them. Please update your current mailing address if you are renting your home. Renters should be given the HOA guidelines from their landlord and are responsible for following all rules. Violations will be the responsibility of the homeowner.
What is the community's pet policy?
• Please pick up after your pets and dispose of their waste appropriately. Pets should be kept on a leash whenever not on your property. Pets must be secured when on your property so as not to come in contact with other residents on the sidewalk.
What is the community's parking policy?
• Please use your garage for parking whenever possible. You may park in your designated driveways at any time. Please do not park over sidewalks that would block the traffic of other residents. Do not block mailboxes or block trash/recycling from being picked up.
• Please follow all city ordinances related to parking as it pertains to distance from curbs, crosswalks, fire hydrants, and stop signs. Inoperable vehicles are prohibited from public view. Long term parking on streets is prohibited.
TownSq
What is TownSq?
• TownSq is an all-in-one mobile app designed to help you connect, collaborate, and stay up to date with your community – any time on any device. TownSq streamlines operations for board members and simplifies community living for homeowners. With TownSq you can:
o Easily communicate with community managers, and board members
o Manage your account and pay online
o Get up-to-date community news and events
o Request and review status of service inquiries
o Participate in community polls
o Access community forms and documents
o And more…
How do I register for TownSq?
• Registering for TownSq is fast and easy. Follow the steps below to get started:
1. Visit https://app.townsq.io/ais/sign-up
2. Enter your Account Number and Zip code (Physical property address)
3. Provide your email address and create a password
I'm getting an error when I try to register for TownSq. Can you help?
• Contact our Customer Service team Monday-Friday, 8:00 AM-6:00 PM by phone, 855-289-6007, or via email at info@goodwintx.com. Live Chat is available on our website at www.goodwintx.com.
How do I change my email preferences for TownSq notifications?
• Once you have logged in to TownSq, you can edit your notification preferences by editing your profile. To edit your profile, click on your name in the top right-hand corner of the TownSq page and a drop down will appear with the “Edit Profile” link.
How do I submit a request in TownSq?
• Once you have logged in to TownSq, click the “Requests” link on the menu bar on the left-hand side of your screen.
I forgot my TownSq password, how can I reset it?
• Visit https://app.townsq.io/user-recovery to reset your password.
Amenity Access
Who is allowed to use the Amenity?
• Only residents of LaCima Master Association and their guests are allowed use of the pool and the Amenity. They will have access via an assigned and activated Key FOB.
What are the operating hours of the pool?
• The Seasonal Pool is open SEASONALLY, and if a Life-Guard is on duty, from 10am - 8pm. The season starts Memorial Day weekend and ends Labor Day each year.
• The Quiet Pool (Experienced Swimmers Only), is open all year and heated in the winter months. Homeowners can enjoy the Quiet Pool between the hours of 5am-10pm daily.
How can I get an additional access key FOBs?
• You may order an additional or replacement access Key FOB by visiting the online application website: https://gmiusaaccess.com/amenity-request-form/?prop=ALAC&pn=LaCima
• Any additional Key FOB, beyond the complimentary first two (2) assigned FOB, will be $25.
o Each home may have 2 active Key FOBs.
When and how will I receive my access Key FOB once my request has been submitted?
• Please visit the Amenity Center between 10a-6p, Monday through Friday to be issued a FOB. Additionally, you may request a Key FOB at the Amenity Center and a LaCima employee will assist you with the request.
Can I reserve areas of the Amenity Center for private gatherings?
• Yes, we are accepting reservations at the Amenity Center. All facilities are reserved on a first come/first served basis. Please sign in to your TownSq account, select Documents, select Forms, then complete the Rental Agreement Form and return to Autumn.Spring@GoodwinTx.com . Autumn, Lifestyle Coordinator for La Cima will confirm availability of the building on the requested event date.
Is alcohol allowed at the Amenity Center?
• Alcohol is allowed at the Amenity Center. Please drink responsibly. If someone is in immediate danger, please call 911.
How many guests are allowed per household?
• Residents are permitted up to 5 guests per household at a time without prior written consent through request on TownSq.
Where is the pool located?
• The pool is located at 301 A Central Park Loop San Marcos, Tx 78666. You may enter via your Key FOB at any of the gate entrances.
o Please be sure to close the gate once you have entered and never prop any gate entrances open.
Where is the gym located?
• The gym is located at 301 A Central Park Loop San Marcos, Tx 78666 downstairs in the Amenity Center building. You may enter via your Key FOB.
• The gym may be accessed from 5am to 11pm each day. Please be sure to close the door of the Amenity Center once you have entered and never prop any door open.
Meetings
How do I find out when the next meeting takes place?
• Meeting dates and times are typically noticed via the News and Events section of TownSq or by mail. If you have registered your email address, we will also send meeting details via email in advance of the meeting.
Where can I find copies of the most recent Meeting Minutes?
• Meeting minutes are posted in the Documents section of TownSq.
Common Area Maintenance
What does the Association maintain and what am I responsible for maintaining?
• Homeowners are responsible for the appearance and safety of their property. You are expected to mow, edge, weed, trim and water your lawn including the area in front of your home to the street.
• Please keep driveway clean and free of debris and oil. All recreational equipment should be stored when not in use. Bulk trash should be out of view until collection day.
• All trash bins should be kept out of view.
• Projects should be stored away when not being worked on.
• Please keep all non-operational vehicles, boats, RVs, campers, jet skis, and large company vehicles in storage or out of view.
• Assessments should be paid on time. Common areas are maintained by the association, but please pick up after yourself and your pets.
I need to report a maintenance issue to a common area in the community:
• We sincerely appreciate your efforts in alerting our management team of any maintenance issues in your community. Please submit a request via TownSq and include a picture and as much detail as possible where applicable. You will be able to track the status of your request via TownSq.
How do I get a mailbox key?
• Please contact your local United States Postal Center for instructions on obtaining your mailbox key.
Compliance
I just received a violation notice. Who can I talk to about it?
• Covenant violation related inquiries can be directed to our Compliance Department at compliance@goodwintx.com. Additional contact information is available on the notice you received.
I need to report an issue with a neighbor's home.
• Please submit a request via please submit a request via TownSq and include a picture and as much detail as possible where applicable.
When does your compliance driver come through our community?
• The schedule will vary, but our compliance drivers typically visit the community on a bi-weekly basis. Spot inspections are also completed.
Is there a list of do's and don'ts I can give to my tenant?
• A copy of the community’s Covenants, Conditions and Restrictions can be found on your community’s website by visiting www.goodwintx.com and entering your community’s name in the “Find My Community Page” field at the top right corner of our webpage.