Atlantic & Pacific Management

October 29, 2015Ms [redacted] Revdex.com Orange & Imperial Counties Viewridge Ave#San Diego, CA 92123-1688Re: Consumer Complaint ID# [redacted] Dear Ms [redacted] :Living in a planned community offers many benefits to residentsTogether with these benefits come certain responsibilities designated to owners and the community Board of Directors, which are summarized in the Association’s CC&R's and Rules & RegulationsCompliance with these governing documents helps create a uniform appearance, higher quality of life, as well as, the protection of property values.Atlantic & Pacific Management has managed the Oak Drive Villas Homeowner’s Association for over seven years, including while it was under construction by the developer and has never been accused of being discourteous or neglectful of any owner's complaints or concerns.As the management company for the Association, Atlantic & Pacific acts under the discretion of the Board of DirectorsAtlantic & Pacific Management is the facilitator and liaison between the owners and their BoardAny payment made by the consumer is made to the Oak Drive Villas Homeowners ASSociation and their Board of Directors not to Atlantic & Pacific.When the owner’s call was received the day after Labor Day, the initial leak issue was fixed in the same week, it was the installation of the pavers that caused the delay and every time there was a delay, as the consumer mentions in her complaint, she was made aware of this.After the leak repair, the contractor needed to fix/replace the pavers in the driveway which the leak was underThe Association uses custom pavers which take longer than generic pavers to makeOnce the contractor was able to get these custom pavers ordered, made and delivered expeditiously for installation at the consumer’s unitDue to the rain, there was another delay because the compacted dirt and concrete needed to dry prior to installationThe work was completed on October and communication was and remains open between management and the consumer which she herself mentions many times throughout her complaint.The owners request for $worth of compensation for her inconvenience was forwarded to the Board of Directors of Oak Drive Villas as all requests are since they are the ones who make all the decisions and Atlantic & Pacific is just the agent to carry out their instructionsThe Board of Directors did deny her request.We do not feel that Atlantic & Pacific Management was negligent in handling this matterWe responded timely to the owner's initial issue and the delay in completing the work only related to waiting for custom items ordered through a third party contractor and weather delaysManagement kept the owner updated throughout and is apologetic if the updates although complete were considered too brief by the ownerWe understand and sympathize that the situation was made more difficult by the owner’s pregnancy but as mentioned above her issue with lack of reimbursement is an issue with her association board not with the management company.We hope that this letter sufficiently addresses this complaint so it can be closed in your system.Atlantic & Pacific Management [redacted] , CMCA, AMS Associate Director Agent for Oak Drive Villas Owners Association

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 complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

October 29, 2015Ms. [redacted] Revdex.com Orange & Imperial Counties 4747 Viewridge Ave. #200 San Diego, CA 92123-1688Re: Consumer Complaint ID#[redacted]Dear Ms. [redacted]:Living in a planned community offers many benefits to residents. Together with these benefits come certain...

responsibilities designated to owners and the community Board of Directors, which are summarized in the Association’s CC&R's and Rules & Regulations. Compliance with these governing documents helps create a uniform appearance, higher quality of life, as well as, the protection of property values.Atlantic & Pacific Management has managed the Oak Drive Villas Homeowner’s Association for over seven years, including while it was under construction by the developer and has never been accused of being discourteous or neglectful of any owner's complaints or concerns.As the management company for the Association, Atlantic & Pacific acts under the discretion of the Board of Directors. Atlantic & Pacific Management is the facilitator and liaison between the owners and their Board. Any payment made by the consumer is made to the Oak Drive Villas Homeowners ASSociation and their Board of Directors not to Atlantic & Pacific.When the owner’s call was received the day after Labor Day, the initial leak issue was fixed in the same week, it was the installation of the pavers that caused the delay and every time there was a delay, as the consumer mentions in her complaint, she was made aware of this.After the leak repair, the contractor needed to fix/replace the pavers in the driveway which the leak was under. The Association uses custom pavers which take longer than generic pavers to make. Once the contractor was able to get these custom pavers ordered, made and delivered expeditiously for installation at the consumer’s unit. Due to the rain, there was another delay because the compacted dirt and concrete needed to dry prior to installation. The work was completed on October 8 and communication was and remains open between management and the consumer which she herself mentions many times throughout her complaint.The owners request for $400 worth of compensation for her inconvenience was forwarded to the Board of Directors of Oak Drive Villas as all requests are since they are the ones who make all the decisions and Atlantic & Pacific is just the agent to carry out their instructions. The Board of Directors did deny her request.We do not feel that Atlantic & Pacific Management was negligent in handling this matter. We responded timely to the owner's initial issue and the delay in completing the work only related to waiting for custom items ordered through a third party contractor and weather delays. Management kept the owner updated throughout and is apologetic if the updates although complete were considered too brief by the owner. We understand and sympathize that the situation was made more difficult by the owner’s pregnancy but as mentioned above her issue with lack of reimbursement is an issue with her association board not with the management company.We hope that this letter sufficiently addresses this complaint so it can be closed in your system.Atlantic & Pacific Management [redacted], CMCA, AMS Associate Director Agent for Oak Drive Villas Owners Association

Dear Ms. [redacted]:Living in a planned community offers many benefits to residents. Together with these benefits come certain responsibilities designated to owners and the community Board of Directors, which are summarized in the Association's CC&R's and Rules & Regulations. Compliance with...

these governing documents helps create a uniform appearance, higher quality of life, as well as, the protection of property values.At the community of Palmilla, each building has one satellite dish from which all the units of the building are pre-wired to connect for television service. A new owner contacted management about getting their unit connected to their building's satellite for service. A technician then came on-site to do the work and was unable to not only connect this particular owner, but the entire building. The technician told me, and I later saw for myself, that [redacted] is the only unit connected to the satellite and all the lines connecting other owners to the satellite had been cut. Since every other line has been cut, no repairs can be done; the whole building will need to be rewired.As the owner stated in their complaint, their vendor that they contracted about a year ago for cable installation was given access to the building to connect their unit.When I had advised the Palmilla Board of Directors of the situation, I was instructed to notify the owner of [redacted] that they will be charged for any rewiring that may need to be done to provide access of the dish to the units of all the owners of the building and not solely to [redacted] as it currently is. Homeowner's of the Association are responsible for any damage caused by their tenants as well as any vendor they contract.In their complaint this owner mentioned the playground. The playground was replaced seven years ago by the Board of Directors. This owner is correct that the Association does not have a pool. There is a Jacuzzi that is serviced twice a week and has never been inoperable. It is understandable that a lot of the on-site day-to-day issues this owner may not be aware of since they themselves do not live on-site but in Hawaii.Atlantic & Pacific Management has managed the Palmilla Homeowner's Association for over a decade and has never been accused of being discourteous or neglectful of any owner's complaints or concerns. There has been no charge to this owner so there will be no reimbursement of $260. The amount of $260 is the monthly assessment which all owners are responsible to pay.We hope that this letter sufficiently addresses this complaint so it can be closed in your system.