Associated Asset Management

The [redacted] *** Board of Directors adopted a new collection policy which we have attached for the homeowners convenience Per the collection policy as well as the *** for the community, if the assessment is not received by the 15th of the month in which it is due, it is subject to the late fee and rebill fee which is what he is disputing at this time It is indicated that the payment was made on the 20th of the month which was past the late date As a good faith gesture, AAM and the Board will waive the late fee and rebill fee due to the confusion

Subsequent to the first two reports submitted by this homeowner of fence damage resulting from routine landscape maintenance, the community association’s contracted landscape maintenance provider, [redacted] , paid for the needed repairs However, after the third such incident, [redacted] referred the matter to the community association for investigation The community manager subsequently learned that the homeowner had, without approval, installed a rock border around the perimeter of a pathway leading from the rear of the homeowner’s garage to the backyard lanai The rock border had been initially installed without border edging, which resulted in some of the rock material migrating into the turf immediately adjacent to the pathway The homeowner told the community manager that, after the second incident, the [redacted] representative told them to install border edging to prevent further rock migration, which they subsequently accomplished However, by that time, there was a significant amount of rock that had already infiltrated the turf Thus, when routine periodic mowing of the turf takes place, these rocks may be ejected from beneath the mower, causing further damage All of the associated information pertaining to this matter has been provide to the community association’s Board of Directors for review A final decision by the Board of Directors is pending at this time At no time did the community manager agree to pay for the repairs to the fence without Board approval [redacted] has replaced [redacted] as Community Manager for [redacted] She can be reached at ***-***-***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaintFor your reference, details of the offer I reviewed appear belowHere is my response to the business."I will respond to your claims in the order in which they were addressed in your responseFirst of all, I think whoever responded to my complaint has never visited my property and only responded based on unfounded informationThis is because they failed to paint a true picture of what actually happenedI have done a lot of improvements to my home in the last year, and on each occasion, I have had to contact either the previous Community Manager or *** (Compliance Manager) at AAM to verify whether an HOA authorization was requiredI have emails to prove this assertion, so before you accuse me of completing a project in my yard “without approval”, perhaps you need to recheck my files in your officeIn addition, I have always referenced the *** ** *** *** *** *** (Approved August 2013) before undertaking any project to again confirm that all requirements were metIn essence, I don’t set out to intentionally break the rules of the communityFurthermore, there is no part of the said guidelines that mandates the need for HOA approval to install gravel in my yardSo, it is either you are referencing the incorrect version of the guidelines or telling a complete lieI have previously complained to the HOA about the confusing and vague composition of the guidelines, and was told that they weren’t etched in stone and that all current information was tentative, albeit, bindingThis was back in November I noticed that your response failed to comment on the very first damage to my fence back in February 2014, when there was absolutely no gravel in my yard and yet your landscapers damaged my fenceI think that is a very good reference pointSo, I wonder what your excuse is for that incidentI seriously think it was time you accepted that your landscapers were indeed reckless in their actions and therefore need to exercise more caution when carrying out their activitiesIronically, it was actually an employee of *** who suggested that I install gravel around the backyard brick-paved walkway to prevent erosionI had initially planned to install mulch until thenFurthermore, I did explain this to *** during her visit to my house on 1st October 2014, and she did agree that gravel installation was the best option as installing mulch would require yearly replacementsSo, is she now saying it was a bad idea to have installed the gravel? The brick-paved walkway/gravel was installed in April 2014, however, the second damage to the fence did not occur until August 20th I think it’s important to note that *** changes its landscaping crew periodically and I do remember that the crew member who damaged my fence in August was newI was at home on that day and did speak to him shortly after he damaged the fenceThe reason there was no damage in the months between April and August is because *** had a different crew back then There is no gravel infiltration in my yardIn fact, there was none even before August 2014, the day the second damage occurredThe gravel was installed with landscape fabric in a bed around the paved walkway to prevent any loss or spread of gravelThis was an advice given to me by *** *** when the gravel was purchased in AprilI wonder how you came up with the theory of gravel infiltration because there was nothing of that nature in my yardWas that your subjective opinion of what could possibly have happened? In fact, if I had to guess, I’ll have to say it was purely subjectiveUnless you can prove that there was indeed gravel infiltration in my yard, then your assertion is baselessI think objectivity is paramount in cases of this natureFurthermore, I would like *** *** to revisit my property to point out the location of the gravel infiltration she “thought” was responsible for the damageMy contact details are already available to her should she need to book an appointmentHowever, I can honestly say that she didn’t see any evidence of gravel infiltration in my yard and simply stated what she had been told by the Landscapers as the potential cause of the problemYes, I was told to install border edgings, but the reason was not because there was “rock infiltration” in my yardRather, it was meant to serve as a precaution*** of *** did state that his crew had to work quickly in order to cover the community in the allocated time, essentially confirming that it was possible for mistakes to occur in that processI don’t have any more gravel in my yard than my neighbors, excluding of course, the paved walkway areaSo, your claim is a complete and utter fallacy There is a double standard in play here with AAMI have had issues with the landscapers for some time now, in fact there was a time when they were not servicing my yard at all, even when my gates were left ajarIn addition, when they do decide to mow my lawn, there was always the issue of them not blowing leaf debris off the paved areasThe matter was reported to AAM’s *** *** earlier this year and her response was that “any homeowner with fence ran the risk of missing landscaping services.” In other words, AAM is not concerned with whatever happens within my yard since I have now erected a fenceHowever, now that there is a matter that requires them to pay for repairs, they quickly decided it was time to be concerned about what happens within my yardHence, the need for the makeshift rule they have recently concocted that mandates the need for HOA approval to install gravel within my yardI thought this was supposed to be a homeowner’s association, however, I currently feel like I am in a tenant’s associationIn addition, I thought the HOA was supposed to look out for the interest of residents and the community as a wholeInstead, it seems that I am dealing with an HOA that is biased and unsympathetic to my plight, yet I have to pay them monthly to keep that upIt’s absolutely unfair.As previously mentioned, I have completed numerous “HOA-approved” projects in my home this year and the HOA was notified of the completion of those projectsThis is required per guidelines so that an inspection could be conductedIt is unclear whether they even bothered to conduct any inspection, because I never received any notice to that effectThat should also explain why the gravel installation has become an issue all of a sudden, because all my other projects were never inspected by the HOAUnless they jumped over the fence to enter my yard, I don’t know how else they could have conducted an inspection in my absence, because the gate to my yard is locked all the timeIf they had come for an inspection back in April, I am sure they would have seen the gravel back then but that was not the case*** *** left my house on 1st October saying she was going away to organize the fence repairShe never told me or my wife that she was going to need board approvalIn fact, she requested details of our fence agent, and my understanding was that she was going to call them to get a repair estimate and also confirm what the fence agent had told us about the cause of the damageIn hindsight, it seemed her intentions coming to my house was to see what she could use to concoct a case against me in order to avoid repair feesUnfortunately, the HOA’s contractor is responsible for this damage and therefore needs to accept responsibilityIt’s now been almost a month since the damage and yet no repair has been doneIf I had been late paying my monthly HOA fees for that length of time, I am sure the HOA would have assessed a fine by nowAgain, another example of a double standard on the part of AAM.Your assertion is completely baseless and I do believe you are doing all involved a disservice by prolonging this matter than absolutely necessaryIn addition, I was the one who initially contacted the HOA for assistance, not the landscaping companyI called your office when the matter occurred in order to get some assistance Subsequently, an email was sent to *** notifying them that the matter had been reported to the HOAIt was then that *** forwarded the email to the HOAPlease get your facts right so that this could be resolved as quickly as possibleMy wife and I have made numerous attempts to contact *** on ***-***-*** but she never answers her phone or return our callsIn addition, she has so far failed to acknowledge or respond to our emailsThere is therefore a serious communication issue here that urgently needs addressingAs far as I am concerned, *** promised to repair our fence when we saw her on 1st October but is now reneging on that promiseAt no point did she mention the board of directors’ required referral or confirm that the gravel had been installed without approvalIt’s therefore surprising that she’s fabricated that information in such a short period of timeI think AAM needs to handle this matter with tact and diplomacy as it has so far been handled in a slipshod mannerIt is also rather convenient for AAM to fabricate non-existent laws just to avoid paying for a repair that is clearly the fault of their contractorThat course of action unfortunately doesn’t say very much for the reputation of the organizationSo, I urge you to do the right thing and seize this opportunity to rectify this matter for the benefit of all concerned." Regards,*** ***

I have been an owner of a condo in the quarter for 10 years. I have been dealing with Leo Morales for the past 3 weeks. My tenant has had to deal with a huge hole in his master bathroom because our drywall guy cut open to see what was leaking. It is a pipe leading to the roof. This happened 4 years ago, and obviously needs a permanent solution to the stop the roof leaks from draining into my condo. This is an HOA matter, and Leo stated that he opened an insurance claim. But has failed to call me back or return my emails every day this week, and it rained heavily the past few days and probably caused more damage. I am trying to have him get a plumber out there to repair the pipe or at least see if I can find one, but he, his supervisor and his assistant will not call me back. Why? I am selling our property and the sale closes in two weeks. Is this what our owners pay for? Very poor customer service.

The [redacted] Board of Directors adopted a new collection policy which we have attached for the homeowners convenience.  Per the collection policy as well as the [redacted] for the community, if the assessment is not received by the 15th of the month in which it is due, it is...

subject to the late fee and rebill fee which is what he is disputing at this time.  It is indicated that the payment was made on the 20th of the month which was past the late date.
As a good faith gesture, AAM and the Board will waive the late fee and rebill fee due to the confusion.

Unfortunately from time to time there are issues in HOA management that while seemingly minor and easily resolved, become overbearing as the result of a misunderstanding between the parties involved.  AAM strongly believes that the best customer is a happy home owner, and we strive to deliver the highest quality management possible.  However we do realize that our world is not perfect, and despite our best efforts we cannot please 100% of our homeowners 100% of the time.
In those instances when owners are dissatisfied with the rules and restrictions placed upon them by the covenants of the property they purchased, we are bound by our duties to the Home Owners Association to protect and preserve the quality and value of the Association first and foremost.  We are not at liberty to make decisions that deter from the guidelines of the Covenants, but rather it is our job as HOA management to enforce those Covenants.  Owners have made the choice, at the time of their home or lot purchase, to be bound by those Covenants as well.  
With regard to this complainant, it is our decision that AAM will, at our own cost, make the necessary repairs to ensure that this issue will be fully resolved.  We feel that, due to the safety concerns imposed by the homeowner’s installation of improper and unapproved materials in the landscaping, it is in the best interest of the Association to make the necessary repairs caused to the Owner’s property and obligate the Owner to make the necessary changes in the landscaping materials (following the correct procedural process, of course) to ensure that any similar damage will not occur for the fourth time, and so that this matter is put to rest for good.  We will be contacting the homeowner shortly to identify our resolution, with the understanding that while this decision may not be the best for any one entity concerned, it is the best for all entities concerned- and that is the essence of a Home Owner Association.

Subsequent to the first two reports submitted by this homeowner of fence damage resulting from routine landscape maintenance, the community association’s contracted landscape maintenance provider, [redacted], paid for the needed repairs.  However, after the third such incident, [redacted]...

referred the matter to the community association for investigation.  The community manager subsequently learned that the homeowner had, without approval, installed a rock border around the perimeter of a pathway leading from the rear of the homeowner’s garage to the backyard lanai.  The rock border had been initially installed without border edging, which resulted in some of the rock material migrating into the turf immediately adjacent to the pathway.   The homeowner told the community manager that, after the second incident, the [redacted] representative told them to install border edging to prevent further rock migration, which they subsequently accomplished.  However, by that time, there was a significant amount of rock that had already infiltrated the turf.  Thus, when routine periodic mowing of the turf takes place, these rocks may be ejected from beneath the mower, causing further damage.
All of the associated information pertaining to this matter has been provide to the community association’s Board of Directors for review.  A final decision by the Board of Directors is pending at this time.  At no time did the community manager agree to pay for the repairs to the fence without Board approval. [redacted] has replaced [redacted] as Community Manager for [redacted].  She can be reached at [redacted].

I have lived in Biltmore Villas II since 1994, and been on the Board since 1995. We have gone through about 10 different management companies during that time. The last, and current one, Associated Asset Management , LLC is tops, and without complaint. They maintain a stable work force of property managers, and almost eveery year are ranked as one of the best places to work. I serve as Treasurer, and our property manager makes the job easy. I give them a five star rating.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Roy S[redacted]   Thank You Revdex.com.

We forwarded a revised statement of account to Mr. [redacted] on the evening of Wednesday, July 29, 2015 which included a credit for the legal fees of $2,331.40.  The balance due no longer includes these fees.  Please advise if further questions or concerns exist.  With...

Mr. [redacted] permission, we will provide a copy of the revised statement to the Revdex.com.  Thank you!

I certainly have noticed a difference around the community since I filed the report with the Revdex.com.  All the common areas/pools have been cleaned up, and the first time in 2 months I did see the olive green jeep tagged.  However it has returned and still no license plate, I guess we will see how long it takes this time.  The green Honda with [redacted] plates sat in the same parking spot until this past week, see picture showing its condition about 2 weeks ago.  I am shocked that no one could locate it, as you stated you look for vehicles with cobwebs.  What is stated in the response is exactly what is supposed to happed, however it obviously does not.  It is time that you start providing the service that is paid for, expected and makes our community exactly that, rather than a run down dump as it was becoming.  I do not accept the response because the issues are still present.  When they are resolved and visibly being addressed as you stated, the complaint will be resolved.

To whom it may concern:Since the property Management Company acknowledges that our Home association dues are current with no outstanding monies owed. There is NO reason that my wife and I should be treated any different than others within our Home Association Community and be required to community with the Home Association attorney Goodman. We have reason to believe that this attorney will charge additional fees in our communicating with him or his office in accordance with the comment from the property manager of the HOA on 2/8/2016-see below:From: Kimberly Vxxxxxxxxxxxx Sent: Monday, February 08, 2016 5:07 PMTo: [redacted]Cc: Kimberly VSubject: FW: RE[redacted] HOASteven:…there is an expense to converse with the [redacted] attorney…In fact, in a billing we received dated 7/1/2016 the attorney assessed fees of $278.38 and offset a payment intended for Home Association fees to his assess amount. We had no communication with the HOA attorney and on his own accord he generated response to communications addressed to the HOA property management which did not require any legal concerns. Ultimately the attorney fees have been reversed upon our complaint, but the point is this attorney in our opinion is conducting himself unethically and directing the property management to hold hostage our property account information from us when we contact them. Again we reiterate, others in our community have access to their property account information by telephone when calling customer service for the property management company. Since our account is current we expect and demand the same service that is available for others within the community of this home association. We will not converse with the attorney for concerns that he is attempting to attach attorney fees to any communication and he is fully aware we are on a fixed income and believe he is attempting to take unfair advantage of our circumstances to create indebtedness to the Home Association. We have documentation that we would be happy to bring to the Revdex.com to further present our argument and disagreement with the property Management Company identified.Respectfully,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

I have contacted the business, AAM, and determined the correct amount of HOA dues owed.  I mailed the check today for the full amount.  Thank you for helping to resolve the matter.

Regards,

The excess funds that were paid were paid as legal fees as the account had been referred to an attorney selected by the association to pursue collection of the past due assessments.  The firm was contracted to collect the assessments as well as the collection costs incurred by the...

association.  In addition to the balance owed to the association, the attorney charged additional fees for collections that the homeowner was responsible for paying directly to the firm in addition to the amounts owed the association.  If the homeowner would like a detail of those fees, they will have to be obtained from [redacted] at the [redacted] which is the firm that was retained by the association to continue collection efforts.  AAM does not have access to those fees that were charged by the firm.  I have reached out to [redacted] to see if she will communicate with the homeowner.

This is the old account record from NFCU, that they were supposed to stop using:
04/08/2016
ACH Transaction - PECOS RANCH DIR DEBIT
ACH Debit
-$115.00
 
So they took out $115 from the old account on the 8th.
The new Chase account account that they were supposed to start using has no record of a debit ACH transaction.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Attached are two pictures showing where the doggie waste stations are located near Ms. [redacted] unit. The doggie stations were installed in certain locations based on the best visibility and access to our...

homeowners while walking their pets. Via Sorento community has also contracted a janitorial vendor to come in and service the community twice a week cleaning up pet waste. The health department has not made contact with AAM or the Via Sorento community regarding any complaints. The exterior of the condo units are sprayed monthly. Ms. [redacted] was advised if there are any additional issues an exterminator would be sent to spray around her unit. Ms. [redacted] has not reached out to the community manager to confirm if there were any issues outstanding. AAM will schedule for an exterminator to go to Ms. [redacted] unit within the next 7 business days to spray specifically around her unit. If she has additional issues she will need to contact her community manager Phyllis H[redacted] phone: 6[redacted] email: [redacted]

Inspections are conducted by the manager at least weekly.  This includes looking for vehicles in violation of the CC&Rs such as trailers, RVs and signs of inoperable vehicles (i.e. cobwebs, neglect, flat tires, missing license plates, expired registration, etc.).  The Association also...

contracts with an outside towing agency for tagging and potential towing.  The towing agency performs its own inspections at least three times per week during both the daytime and evening hours.  The towing agency is pre-authorized to immediately tow vehicles parked in fire lanes, handicapped parking spaces, in front of dumpsters and other areas with designated signage.  There have been a total of thirty-six vehicles in violation towed since 2013.  Thirteen vehicles have been tagged for towing this year, of which ten were towed.  Specifically the blue Chevy Impala referenced in the complain has already been addressed and was removed in early September.  The green [redacted] has been tagged and will be towed if not removed within the allowable timeframe.  After several inspections the manager has been unable to locate the green Honda with [redacted] plates.  However, she will continue to look for this vehicle on each inspection.  Should Ms. J[redacted] have any further concerns regarding this or any other issue she is encouraged to contact the Area Manager, Cindy L[redacted].  Parking enforcement is a very serious item and we certainly appreciate all of the help that we can get.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The customer service manager left me a voicemail telling me there is no one else to talk to regarding this matter. The e-mail says the same. The only way to talk to anyone else is if it is a billing matter. This is unacceptable for a company of this size claiming to be a professional organization.I took pictures on 7/21/15 and on 7/22/15 both showing standing water. These images are now attached to this complaint. AAM refuses to meet with me or discuss this matter in person or over the phone.This does not resolve my concern of my family's health being sacrificed to make an exception for another homeowner which I feel to be highly prejudiced of AAM.Regards,[redacted]

The [redacted] Board of Directors adopted a new collection policy which we have attached for the homeowners convenience.  Per the collection policy as well as the [redacted] for the community, if the assessment is not received by the 15th of the month in which it is due, it is...

subject to the late fee and rebill fee which is what he is disputing at this time.  It is indicated that the payment was made on the 20th of the month which was past the late date.

As a good faith gesture, AAM and the Board will waive the late fee and rebill fee due to the confusion.