Associated Asset Management

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.

As the business stated I have contacted them multiple times. The response they have just provided is not the same as the ones before. Either the response provided by them in our earlier correspondence is not correct or the ones they just provided are false. All of a sudden they have a date on the mailing of the disclosures? They haven't had that information in the past 8 months. How convenient. Here is their FIRST official response:Check your emails!!!!May 1st: "Thank you for your understanding.  I have talked to the head of our Disclosure Dept. and they gave me the attachments to pass on to you that show we sent required items to your realtor."May 1st:"That has been explained to you as well.  The information was provided prior to purchase.  It would have been given to your Realtor and again with the Title Company."Let me know if you NEED me to provide copies of that email!!!!Lets just do one thing at a time.Do you deny that your company sent me that official response to my problem? Your answer is either YES or NO. Then we can move forward from there.Again I am asking a YES or NO question. Any other response is not acceptable.

Regards,

[redacted] P.S.: I don't even need to initiate legal actions on my own, all I have to do is report the problem to the authorities, since by law you were supposed to send me those disclosures. I WILL NOT DROP THIS CASE UNTIL I SEE RESULTS.

Please see the attached collection policy for the [redacted] Homeowners Association which outlines the process.  AAM is not designated as a collection agency and is not trained in the fair debt collection practices which must be observed when contacting people regarding past due...

amounts.  The process involves the initial notice of assessment due, a reminder notice and then the notice of the intent to create a lien.  Two attempts were made to collect the past due amount via mail with no payment.  With that being said, AAM will waive the $45.00 demand fee as a one time courtesy to resolve the complaint.  The policy adopted by the board of directors for the association was followed appropriately in an attempt to resolve the past due assessment.

In response to Ms. J[redacted]’s second message, please note that after several inspections the manager was unable to locate the green Honda with [redacted] plates in question. Although from Ms. J[redacted]’s comments, it seems that the vehicle is no longer parked in the community. The manager and towing vendor will continue to inspect the community regularly for this particular vehicle as well as any others not in compliance. Should Ms. J[redacted] see this vehicle again in the community, she can contact Area Manager Cindy L[redacted] at ###-###-#### or via email at cl[redacted]@aamaz.com to provide the location so the necessary action may be taken. With regards to the olive green Jeep, this vehicle was towed pursuant to the guidelines. It’s our understanding that the vehicle was then retrieved from the towing vendor and brought back to the community by its owner. This vehicle is scheduled for towing again as it’s in violation of the guidelines. The manager will continue the enforcement action pursuant to the Association’s governing documents for this and any other vehicles in violation. We understand Ms. J[redacted]’s frustration and would like to work together with her to resolve the concerns she’s brought to our attention. Should Ms. J[redacted] have any further concerns, she may contact Area Manager Cindy L[redacted] directly at ###-###-#### or via email at [redacted]

The community manager has discussed the issue with the homeowner and explained the fine policy and compliance process.  The fines have been waived from the account and the homeowner appears to be satisfied at this point based on his email response to the community  manager.

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.

Payment of $225.00 has been made. Transaction # [redacted] I attached a picture of the payment confirmation and the bill that should be voided because of the payment I made.  
Regards,

AAM LLC mailed out the disclosure packet as supported by the documents attached to the first response.The Board of Directors for the [redacted] has directed that we do not correspond with the homeowner any further about this issue as they will be addressing it through thier attorney.  AAM takes direction from the board of directors so we will be unable to respond further.  All of our back up documentation was sent along with the first response to the complaint.

A check for $173.50 was issued on March 18, 2014.  Please contact [redacted], Vice President of Customer Service at ###-###-#### if the check is not received by Monday, March 24.

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 previous company that was in charge, sent me mail and bills without error to [redacted] since I moved in 2011. They previous company had my billing address. How is it that in May 2013, when mail was returned through the postal service, it took AAM 8 months to send an email in regards to the returned mail? How is unsubstantiated late fees and lien fees a cost to the community when it was a failure of AAM to contact me through email? It has been AAM's failure to bill me or contact me. A refund of $285, is still requested. Also, I would like a copy of any contract that I signed for your company in agreement of these standards. I was never provided one, when AAM took over.Regards,[redacted]

In an attempt to resolve this matter AAM will send a check in the amount of $285.00 to the homeowner.  We need to verify who the check should be made out to as our records indicate the name is [redacted]. We would also like to verify that the check should be sent to [redacted].  The collection policy for [redacted] is attached.  The policy was adopted by the board of directors for the association and does not require signature of each homeowner agreeing to abide by the policy as the Board of Directors is authorized by the governing documents to adopt such polices for the operations of the association.  It is truly unfortunate that the previous management company delivered incorrect information to us.

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.

Tell us why here... Notices regarding the construction and the meetings were posted on the bulletin boards so that...

tenants and owners alike were aware of the meeting.  Notices were also mailed to all of the owners.
 
The Board of Directors for the association have been consistent in the enforcement of the parking polices.  The car in question was parked in violation of those policies resulting in the vehicle being towed.   All areas are adequately signed advising of the possibility of the vehicle being towed if parked in violation.  It does not matter if there is a parking permit or identification that the vehicle belongs to a resident, cars are not to be parked in front of garages.  They are to be parked in the garage or in one of the overflow spaces.  Ms. Moore is indicating that additional overflow parking should be designated but there simply is no other location that can be designated while the construction project is underway.  Due to the extent of the repairs being done it is not possible to remove the construction dumpster and other items associated with the repair from the spaces each day.
 
The vehicle in question was towed in accordance with the policy established by the board of directors.  The issue was presented to the board and they hold firm in the polices established in accordance with the governing documents of the association.  The requested reimbursement for the towing bill has been presented to the board and they will not reimburse this expense as the vehicle was parked in violation of the rules. 
 
We understand that the construction and repairs may create some inconvenience to the residents but every effort has been made to provide sufficient notice to the residents about the situation and the logistics of the work to be done.

Attached are the CC&Rs for the Northwest Ranch Homeowners Association.  The CC&Rs are recognized as a legally binding contract between the homeowner and the association and becomes a contract when the homeowner purchases a home within the association.  Section 4.21 of the CC&Rs...

refers to street parking in the community.  The fine policy attached advises homeowners of the penalties that can be imposed for failure to correct the violation once notified.  All of the governing documents are provided to potential homeowners when escrow is opened on a property within an association so there was ample notification that street parking outside of the parameters allowed in the CC&Rs would be a violation.  The documents are provided as part of the disclosure requirement in accordance with State Statute.  The fines and violations were appealed to the Board of Directors of the [redacted] in accordance with the fine policy.  The Board denied the appeal.  As the managing agent, we must act at the direction of the board.  If the violation continues we must follow the fine poicy and the enforcement of the governing documents as written.  We act at the discretion and direction of the board.

AAM has established contact with Mr. [redacted] today to discuss the issues in the community.  The conversation entailed an explanation of the management companies policies on compliance issues as well as the association's limitations on what can be done.  He has agreed to contact Pam Hilliard if there are future issues.  Pam has also committed to working with [redacted] on her response time.

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]

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!

A voice mail was left for the Customer Service Supervisor on 01/08/2015. It is AAM’s policy that all calls are returned within 24 – 48 hours. [redacted] our Customer Service Supervisor did speak to Mr. [redacted] this morning 01/09/2015. She confirmed to make any changes to AAM’s direct...

debit program “Surepay” it needs to be done through our paper form or by logging on to our website and completing the online form.  [redacted] also stated how she understood the frustration Mr. [redacted] had gone through regarding the fraud on his account and all that follows. She ensured it is never Customer Service’s goal or intention to be rude or abrasive with AAM’s homeowners. Customer Service wants to ensure that homeowners know our policies, procedures and are aware of any upcoming fees. [redacted] also assured Mr. [redacted] due to the fraud that has happened on his account we would waive the NSF fee our bank charges to the Homeowners Association and he would not be charged a late fee. Mr. [redacted] was confirmed he was less frustrated with the situation before the call was ended.

AAM has complied with Mr. [redacted]s' requests for copies of Association records including a copy of AAM's proposal for services which the Board for [redacted] Homeowners Association utilized in their bid process.   Any documents used by AAM to prepare our bid for services is proprietary to...

AAM.    The Board President of the Association is copied on this response to support that AAM has complied with our contractural obligations since the beginning of our contract term which started January 1, 2014.   Our bid for services was submitted to the Board in October 2013 and any information used to prepare that bid was brought to AAM prior to any contract execution.   We are happy to provide any additional Association records that Mr. [redacted]s would like to review as we have done since he joined the Board earlier this year.  Please also note that due to Mr. [redacted]s' disrespectful demeanor towards AAM's employees and an incident during which he visited our corporate office and refused to leave causing our VP of Human Resources to contact Tempe police to have him escorted out, AAM delivered its 30-day notice of termination in accordance with section 1.3 of our management agreement to the Board.

AAM does send appropriate violation notices uniformly and non-discriminately to any home where a violation notice is warranted. The Board at your community is very open to working with homeowners regarding violations. Thus, in the future, if you have weeds or spurge in your front...

yard (especially during the monsoon season) and you need extra time to clean them up, please email your community manager and he/she will note your account and give you extra time.Although we can't discuss any other homeowner's account, please know that the board is aware of the situation at your neighbor's home and we have been actively trying to resolve the issue. In regards to a water leak, the community manager did an inspection on 07/13/2015 and 07/21/2015 and did not witness any standing water.In regards to the graffiti, the board did have a vendor address the issue as soon as it was brought to our attention. The board will have the vendor look at it again and endeavor to cover it up more.   The Customer Service Supervisor confirmed she reached out to you by phone and email on 07/22/2015.

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,

[redacted]I will not consider a lie as an acceptable resolution. When this company starts equally enforcing our CC&Rs, only then will there be an acceptable resolution.

The Board of Directors has

authorized the relocation of the pet waste station to the opposite end of the

grass area closest to the parking lot.  The station will be relocated upon

the acceptance by the homeowner that this will resolve the pet waste station

issue.Included with this response is

the contract for janitorial service between the association and [redacted] which outlines the removal of pet waste from the common areas. 

Unfortunately it is not financially possible to have the pet waste removed each

day, but it will continue to be removed twice a week in accordance to the terms

of the contract.  Also attached are invoices for

the pest control service provided by [redacted] to demonstrate that

the association is making every effort to manage the ants and other pests that

reside within the common elements.  Please note that this is a monthly

contract in which [redacted] schedules accordingly between the 15th and

the 19th of each month.
 
It is always our goal to resolve these complaints in a reasonable fashion and it is with great hope that the relocation of the station will resolve this issue.  It is unfortunate that everyone does not pick up after their pets in the common areas.  The association has taken corrective action by hiring someone to pick the waste up twice per week.