Associated Asset Management

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,

[redacted]  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted].  I will wait for the business to perform this action and will consider this complaint resolved if it does.

Regards,

Upon research of the account it appears that this issue was resolved directly with Mr. [redacted] on May 7th, 2014 via email.  One of our customer service representatives corresponded with Mr. [redacted] and advised that the late fee and rebill fee were both waived.  Payment may have been...

initiated on the 28th but it can take three to five days to post.  To avoid late fees in the future the payment must be posted by the 30th of the month in which they are due. 

Mr. [redacted] has a zero balance with the next assessment payment being due on the 1st of July and deemed late if not posted by the 30th of July.

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.

Addresses used prior to the close of escrow are not recognized as a permanent mailing address.  Unless directed in writing at closing or after closing, we utilize the property address.  We have changed the address to the address provided in the complaint.  AAM was simply following the...

collection policy as established by the board of directors for [redacted].  As a courtesy, the attorney contracted by the association for collection of delinquent assessments has released the account back to us.  There will be no attorney's fees due.  AAM has waived the demand fee and lien fee as a courtesy in a good faith attempt to resolve the complaint.  The complaint indicates that payment has been made for the assessments but since the account was at the attorney, chances are good that the payment will be returned.  Please contact [redacted], Vice President of Customer Service at ###-###-#### within a week to verify the payment is received and posted.  If the payment is returned, it will be necessary to remit the payment again.

$150.00 in fines and $60.00 in late fees have been waived from the account. The remaining balance of $225.00 is due at the present time.  This consists of the 1st quarter assessment for 2014 and the lien fee that the homeowner agreed to pay as part of the settlement on the account....

 Failure to pay the remaining balance by the 15th of February will result in additional collection charges.

[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.

A response was sent to [redacted] on 12/11/2013. He was advised that AAM was having trouble tracking down the original paint colors from the developer. Then AAM reached out to the Superintendent for his community and AAM was advised of the correct color for his garage door. This information was...

conveyed to [redacted] through an email on 12/11/2013 in which he

replied with a “Thank you.”

As the managing agent we are unable to change the board's position or direction.  Because this is a board decision, they will not be assessing any attorney fees to your account.  They have directed that all communication from Mr. [redacted] be directed to the attorney for response.  He will present the communication to the board for their direction.  He also works at the board's direction.  Should it reach a point that legal fees would become the responsibility of the homeowner he will be advised of such.  Until such time as the board determines that we may communicate with Mr. [redacted], the protocol with the attorney must be followed.

[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,

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.

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.

Regards,

Let’s get the facts straight:

Response time from [redacted] – I first emailed her on 4/13/14 and on 4/14/14 and her first response back was on 4/17/14 (stated she was out of the office after my second attempt)… Didn’t say that when I first e-mailed her. My next e-mail went out on 4/27/14 (received another out of the office reply)… I followed up with another e-mail on 4/29/14 and then she replied back. Again another-mail I sent on 5/1/14 was not responded to until 5/5/14… Then yet I send out another e-mail on 5/9/14 and she didn’t respond till 5/13/14. Lastly I sent out another e-mail on 5/28/14 and she failed to respond till 6/3/14.

I am in customer service and this is all poor response time – I have to send “read receipts” with my e-mails so I know when they are read. If [redacted] had an “illness”, then why was that not ever stated or tell me who was filling in for her???

As for all of the photos I sent, the continued concern, then why did she not see these violations on a weekly drive through? It’s because she didn’t visit the sub-division on a weekly basis. It is very obvious! All of these violations were going on weeks at a time so she would or should have documented these.

In regards to me contacting Tami’s manager… I am a paying customer. Pam can contact me to show good faith effort. [redacted] and Pam are both poor managers for AAM and do not follow up or follow through is a timely manner.

If I cannot get these issues rectified in a timely manner, then I feel AAM needs to explain in a timely manner exactly what is being done in a timely manner.

If the landlord fails to follow the CC&R’s, then is there not any recourse the HOA can take on them? I do pay my dues on time each and every month and included in the dues are postage for certified letters and legal fees… Why am I not getting my monies worth?

Why can Pan or the AAM owner not take the good faith effort to call me? Why do they (Tami) always throw it back at me to do everything when she does nothing? I have asked to have the President of the BOD call me, but again nothing and no reason why not!

The HOA prior was always easy to work with and they always were responsive and I know what action was being handled and when.

I do not feel I am asking for something more than I deserve… However, what I do not deserve is to have the value of my home drop because AAM can’t police the neighborhood on a weekly (regular basis) and handle this without me having to do their work for them!

I expect a better response from AAM next time around. Their last response did not have the facts straight because [redacted] is obviously hiding her side of the story.

A review was done and it seems the information sent from the previous management company shows your address at the time of the transfer was the property address [redacted]. AAM received return mail from the property address on 05/15/2013 a search was done via the...

[redacted] site and no new address information was on file. We received return mail on 05/23/2013 again no new address was located. We received return mail a final time on 12/20/2013 at that time an email was sent to you in which you replied with your correct mailing address. Your address currently shows as [redacted]. There were no notes to indicate you attempted to contact AAM prior to 12/24/2013.The fees that you are wishing to be waived are a hard cost to your community. An appeal was received by your board regarding waiving of the fees. Unfortunately your board denied the request. A letter was mailed to you on 01/20/2014.

I have contacted the community.  I was told I would have to live with it and it was not the Management Company but the Homeowners association who made this decision after my complaint.  I have talked to VP  Susan  and I am still waiting for President Amanda to call me.  I have called several times.  The Health Department called and advised letter was sent.  The inspector called me and the case to be reopened if needed is [redacted].  This dog station has not been cleaned twice a week. I have been trying to give Amanda a courtesy to call at the request of her VP.  I have not had the courtesy.   The dog station was not their when I purchased the house.  I was told at purchase this would not turn into a dog park they had a specific area.  This will cause value of my home to decrease, noise of the dogs,  when you open you windows dogs poop in front of my home.  Dogs jumping on me when I walk out my door not to say poop 20 feet or less from your front door.  Last year a dog off a leash just walked into my home.  This is VA Loan.  I have contacted the C[redacted]v.  concerning  how the loan was represented in the purchase. I have asked them to look in all properties of DR Horton and VA approval of community concerning representing property and services differently then what is described. Since, they are now building in area I would hate to see another military person get misrepresented.  If a person complains to this management company the hostile response. This management company believes they own your home and does not provide the services they describe. If you do a legal search on the company you will see the company has a low rating.  Again I am waiting on Amanda to call me.

We have resolved this account.  It is current with a zero balance with the next assessment coming due in July.  As part of the agreement with the collection agency, $150.00 in late fees were to be waived and they were not.  This has been corrected.

This issue was resolved with Mr. [redacted] yesterday.  The fees were waived and he was provided a new statement with just the assessments owing.  He was communicated with via telephone and email on January 8, 2015.

Mr. [redacted] account is current.  He has no balance due at the present time.  The Board of Directors has instructed that all communication to and from Mr. [redacted] is to go through the attorney, [redacted].  As the managing agent, we act at the board's direction.  At one point there was a conversation with Mr. [redacted] in which he indicated he is unable to pay a full quarter at one time so it was determined that as long as he was paying each month in advance of the assessment due date his account would remain in good standing. 
 
There have been no legal fees assessed to Mr. [redacted] account.

As the managing agent for the [redacted] Homeowners Association we take our direction from the Board of Directors.  The community manager can only make recommendations to the Board for actions and maintenance needs.  It is ultimately the Board of Directors decision on what they wish...

to implement.  The community has never been advertised or procalimed to provide security to the homeowners.  The issues that were experienced with the robery, break-ins and car thefts are police issues.  [redacted] programs are available in many municipalities.  However, the only way [redacted] is successful is if the residents become involved and organize the program with the authorities.  Our records indicate that there have been a few violation notices sent to the homeowner regarding weeds and a trash can but she has never been fined.  It appears that resonable time frames were given for correction of the issues and compliance was gained during that time frame.The Board of Directors and the management company are happy to work with the homeowners and make every effort to do so prior to a delinquent account being sent to the attorney for collection of the past due amount.  Now that the account is with the attorney for collections we cannot discuss the account further but we do have record that a successful payment arrangement has been negotiated with the attorney for the association.If the homeowner wishes to request the board reduce her assessment liability that is currently with the attorney she would need to address that with the Board of Directors who are homeowners themselves within the community.

All violations are addressed in accordance with the community fine policy which is attached.  This is the policy adopted by the Board of Directors for the Association.

Notices of compliance issues are sent if the managing agent receives a written report of the issue in accordance...

with state statute.  There are also compliance tours conducted in the community which also generates compliance notices to homeowners that are found

to be in violation of the governing documents.

Each homeowner is treated the same even if they do serve on the Board of Directors for the association. 

If there are areas of concern, homeowners are invited to attend the board meetings to address the board with their concerns so the board can direct the

managing agent on how to proceed with those specific issues.

Upon review of the account it is noted that at the time the homeowner made the payment he was a month past due already which is why the demand fee of $65.00 was assessed.  This was before attempting to go online to make payments.  With that being said, in an attempt to resolve the disputed...

amount and resolve the complaint AAM will waive the disputed fee and credit the association back for that collection fee that the board had denied the request for waiver.