Dear [redacted] This is a reply from your communities property manager:This is not within ACM’s control to remove these charges I did explain that to her and gave her appeal to the Board to review last Thursday They denied removal of the charges until the unit is inspected That is their process I also invited her to come to the meeting to discuss with the Board She did not come.I let her know the above and did explain that this is a Board decision – not ACM She will be credited once the inspection takes place and will not be charged for year after This is the same process that all owners have – even the Board member whose family has multiple units It is in place to try to keep their water bills and ultimately their assessments down I recommend she come to a Board meeting to discuss the matter with the board and if needed, the board could provide her contact information for the Association's attorney.Thank you
Complaint: [redacted] I am rejecting this response because: this needs to be expedited to someone who is capable to resolve issuesI've been at the board meeting before, which was totally waist of time1.please provide the disclosure where it was disclosed to me that your maintenance person will be performing inspections at my personal property on a yearly basis.2.if not able to provide the above, please expedite my request to the person who is capable to resolve this issue ASAP! Sincerely, [redacted]
After seeing your review of our services I looked into the unit in questionI do see there is a long history here with many obstaclesWe work under very specific rules to ensure the governing documents of the association are adhered to and do so with professionalism and careI cannot comment on
the exact nature of the proceedings that ultimately landed this unit in such disrepair as this is between the owners of the unit and their Board of Directors. We work for the board of directors of the association but are here to assist owners in enjoying their home and community they live in.Our firm will assist in your task to sell the unit. For any specific request, please contact the property manager *** *** on his cell at ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meHowever, this business is very unprofessional regarding phone and email responsesThey promise to call back or send a technician within two hours but no one calls back and no one shows upThey left me without the heat for Thanksgiving holiday weekendThey couldn’t provide the date when the heat was back onVery unacceptable and very unprofessionalThey should make sure that each apartment has heat issue resolved after they shut down the heat for several days.
Sincerely,
*** ***
***We had issued a work order to the landscaper in early August to do this workEach time they have gone out since, the crews have forgotten to take care of this. We have expressed the Association's frustrations with them and they have stated that they will be out by no later than
Wednesday, Sept 7th to do this work.Sincerely,*** *
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me It just frustrating that I had to try everything from calling, emailing, even posting reviews to try and get someone's attention at ACM If someone would have called and gave me an update to my issueThat would help to know that they are working on itInstead of leaving you in the dark with no response
Sincerely,
*** ***
He was originally billed for a service call because he was the only person that called in and the boiler was running when the service occurredSeveral calls came in the following day. The Board of Directors will motion and vote to remove the fee at this month's board meeting. We have
removed the fee from the homeowners account. I'm very sorry that this took so long but we are required by the board to get their approval before removing any fees
The boiler had gone out but I confirmed that it has since been repaired and heat should be working. If the owner is still experiencing issues with their heat, we can have on-site maintenance out to bleed the pipes or check the thermostat. Please email me directly at ***
should you still require service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** * *** ***
Good Evening Mr*** I have reviewed the snow contract approved for your association per the board of directorsThere is a 2" snow removal requirement before snow will be removedThe contracted vendor monitors the area and removes once the 2' threshold is reached and will apply salt
to the areas there after I do not see that we received any calls to our customer service department about the snow not being removed properly in your communityThe association board members also live onsite and monitor snow removal to ensure it is happening properlyIf you feel that it is not being addressed per the outlined contract please do not hesitate to call our customer service department at ***If there is anything further we can do to assist please let me know Warm Regards, *** *** Resident Relations Manager *** Office *** Facsimile ***@acmweb.com www.acmweb.com
It was thought that there was a late fee of $50 if not paid by 1/31 and accounts were charged this late fee. Later I found this was not the case. We sent a postcard to all the residents(attached) stating: We apologize for any confusion regarding late fees for the annual assessments....
Assessments will be considered late after 3/4/17. A late fee per the governing documents will be applied to any accounts that have not paid their assessments in full after 3/4/17. If you have any questions, please contact ACM at [redacted] I am unaware of any letter being sent that would state that there would not be any late fees assessed to his account. He may have received a statement that at the time did not have any late fees assessed. As for his concerns with the other items that he would like action on, unfortunately these items are not the associations responsibility and there is little we can do as it falls under the city. He should contact the city who is responsible to take care of these items. In this association the biggest expense is the pond maintenance and the landscaping around the pond. He should have received the Decs and By Laws when he purchased there letting him know what the association is responsible for.
ACM's contract with the Association is for administrative services, not physical repairs at the property. Please refer to the response from the previous two (2) complaints from this homeowner. This is an issue between certain homeowners and the board of director of their community...
association, not ACM. ACM has passed on to the board each and every communication from the homeowners. We have assigned a new manager to the account who is attempting to mediate this issue between the parties but in the end ACM can not issue work orders at this community without board approval. As the complaint mentions, this matter is already in court and hopefully there is a resolution soon.
Dear Mr. [redacted] We have reviewed your account to see where the discrepancy lies. Per the declarations of the association every owner is responsible for providing the management agent an update to their mailing address, if the unit owner does not reside in the managed unit. We did not...
receive this update from you and entered your mailing address per a forwarding label provided by the postal service which we now found to be incorrect. Our collection department reached out to you to inform you of the underpaid assessment on your account after noticing all of the returned mail we received. After you were contacted we brought your case before your association board to see if removal of all current fines could be accepted. Your Association board agreed and all fines have been removed from your account. As your managing agent we have also removed the attorney fee charges due to the extraordinary circumstance which has left the balance of unpaid assessments only. I will reach out to you privately to go over this account total and ensure your account has been fully corrected. Please do keep in mind we follow your association’s rules very carefully but want to ensure we are also working with you as the owner to make sure your needs are fully met. [redacted] Resident Relations Manager
Complaint: [redacted]
I am rejecting this response because: this needs to be expedited to someone who is capable to resolve issues. I've been at the board meeting before, which was totally waist of time. 1.please provide the disclosure where it was disclosed to me that your maintenance person will be performing inspections at my personal property on a yearly basis.2.if not able to provide the above, please expedite my request to the person who is capable to resolve this issue ASAP!
Sincerely,
[redacted]
Dear [redacted]This is a reply from your communities property manager:This is not within ACM’s control to remove these charges. I did explain that to her and gave her appeal to the Board to review last Thursday. They denied removal of the charges until the unit is inspected. That is...
their process. I also invited her to come to the meeting to discuss with the Board. She did not come.I let her know the above and did explain that this is a Board decision – not ACM. She will be credited once the inspection takes place and will not be charged for 1 year after. This is the same process that all 336 owners have – even the Board member whose family has multiple units. It is in place to try to keep their water bills and ultimately their assessments down. I recommend she come to a Board meeting to discuss the matter with the board and if needed, the board could provide her contact information for the Association's attorney.Thank you.
Good Afternoon Mr. [redacted], I apologize for the frustration you have felt as a home owner dealing with the frustrations you listed. I have looked in to your account to see where the issues may lie so I could help resolve the situation. There was a pipe burst in the parking lot in...
front of your building a few weeks ago which has been an ongoing repair. The property manager and board of directors are working closely with vendors to correct the issue and make final repairs but it is taking time to address every piece of this problem. For your issue with the leak which was reported in August. I do see that you had authorized the vendors plumber to come out for the repair and the work order was issued with the vendor being told to call and schedule a time with you to gain access. We are following up with the vendor on this today to make sure everything was addressed properly. There was a pipe burst in the parking lot in front of your building a few weeks ago which has been an ongoing repair. The property manager and board of directors are working closely with vendors to correct the issue and make final repairs but it is taking time to address every piece of this problem.For your issue with the leak which was reported in August. I do see that you had authorized the vendors plumber to come out for the repair and the work order was issued with the vendor being told to call and schedule a time with you to gain access. We are following up with the vendor on this today to make sure everything was addressed properly. As the management company we do forward all concerns to the board of directors as it is ultimately at their discretion on what can be done for the association. I do highly recommend attending a board meeting to go over your concerns with your board. Your board of directors has the responsibility to try and make your association a great place to live and listen to owner feedback to do so. But as I said we will definitely forward this on to your property manager and board and I will follow up with you on any additional info we receive on the parking lot issue. Thank you, [redacted] Resident Relations Manager
Complaint: [redacted]
I am rejecting this response because: I was just granted access today to be able to go into the unit to access the damage that all this holding out has done, and they still have bills and fees associated with this hold up that have yet to be negotiated. The plus side is that the manger has been answering his phone, a first for me during all this time, and seems willing to try to negotiate a settlement of the unreasonable fees. Stay tuned.
Sincerely,
[redacted]
[redacted] The fee for water usage was not assessed by ACM. This fee was assessed by your board of directors. This issue will not be resolved by going back and forth on the Revdex.com website with my firm because ACM does not have the authority to waive fees. I would like to clarify that there is no requirement to have your property inspected yearly. To help address high water usage due to leaking toilets and faucets the Association charges back the amount over $200 for the 4 units. This number is divided among the four units. If an owner(s) agree(s) to have their unit inspected for leaks, they are removed from the equation and the excess amount is divided among the owners that have not had an inspection completed. The onsite maintenance technician (who is not an ACM employee) would make an appointment with you and it takes him 5 minutes to check the unit. Any owner that has had these charges added to their account and wants them credited back has to have the onsite maintenance technician check the unit. There is also not a single person that this can be escalated to other than your board of directors who meet monthly at an open board meeting. You may feel that attending a board meeting is not a good use of your time, but it really is the best way to address any concerns you have with your account or with the policy in general. Sincerely, [redacted] ACM Community Management
Dear [redacted] This is a reply from your communities property manager:This is not within ACM’s control to remove these charges I did explain that to her and gave her appeal to the Board to review last Thursday They denied removal of the charges until the unit is inspected That is their process I also invited her to come to the meeting to discuss with the Board She did not come.I let her know the above and did explain that this is a Board decision – not ACM She will be credited once the inspection takes place and will not be charged for year after This is the same process that all owners have – even the Board member whose family has multiple units It is in place to try to keep their water bills and ultimately their assessments down I recommend she come to a Board meeting to discuss the matter with the board and if needed, the board could provide her contact information for the Association's attorney.Thank you
Complaint: [redacted] I am rejecting this response because: this needs to be expedited to someone who is capable to resolve issuesI've been at the board meeting before, which was totally waist of time1.please provide the disclosure where it was disclosed to me that your maintenance person will be performing inspections at my personal property on a yearly basis.2.if not able to provide the above, please expedite my request to the person who is capable to resolve this issue ASAP! Sincerely, [redacted]
After seeing your review of our services I looked into the unit in questionI do see there is a long history here with many obstaclesWe work under very specific rules to ensure the governing documents of the association are adhered to and do so with professionalism and careI cannot comment on
the exact nature of the proceedings that ultimately landed this unit in such disrepair as this is between the owners of the unit and their Board of Directors. We work for the board of directors of the association but are here to assist owners in enjoying their home and community they live in.Our firm will assist in your task to sell the unit. For any specific request, please contact the property manager *** *** on his cell at ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meHowever, this business is very unprofessional regarding phone and email responsesThey promise to call back or send a technician within two hours but no one calls back and no one shows upThey left me without the heat for Thanksgiving holiday weekendThey couldn’t provide the date when the heat was back onVery unacceptable and very unprofessionalThey should make sure that each apartment has heat issue resolved after they shut down the heat for several days.
Sincerely,
*** ***
***We had issued a work order to the landscaper in early August to do this workEach time they have gone out since, the crews have forgotten to take care of this. We have expressed the Association's frustrations with them and they have stated that they will be out by no later than
Wednesday, Sept 7th to do this work.Sincerely,*** *
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me It just frustrating that I had to try everything from calling, emailing, even posting reviews to try and get someone's attention at ACM If someone would have called and gave me an update to my issueThat would help to know that they are working on itInstead of leaving you in the dark with no response
Sincerely,
*** ***
He was originally billed for a service call because he was the only person that called in and the boiler was running when the service occurredSeveral calls came in the following day. The Board of Directors will motion and vote to remove the fee at this month's board meeting. We have
removed the fee from the homeowners account. I'm very sorry that this took so long but we are required by the board to get their approval before removing any fees
The boiler had gone out but I confirmed that it has since been repaired and heat should be working. If the owner is still experiencing issues with their heat, we can have on-site maintenance out to bleed the pipes or check the thermostat. Please email me directly at ***
should you still require service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** * *** ***
Good Evening Mr*** I have reviewed the snow contract approved for your association per the board of directorsThere is a 2" snow removal requirement before snow will be removedThe contracted vendor monitors the area and removes once the 2' threshold is reached and will apply salt
to the areas there after I do not see that we received any calls to our customer service department about the snow not being removed properly in your communityThe association board members also live onsite and monitor snow removal to ensure it is happening properlyIf you feel that it is not being addressed per the outlined contract please do not hesitate to call our customer service department at ***If there is anything further we can do to assist please let me know Warm Regards, *** *** Resident Relations Manager *** Office *** Facsimile ***@acmweb.com www.acmweb.com
There is not a specific request that can be responded to within the time frame allowed by Revdex.com
It was thought that there was a late fee of $50 if not paid by 1/31 and accounts were charged this late fee. Later I found this was not the case. We sent a postcard to all the residents(attached) stating: We apologize for any confusion regarding late fees for the annual assessments....
Assessments will be considered late after 3/4/17. A late fee per the governing documents will be applied to any accounts that have not paid their assessments in full after 3/4/17. If you have any questions, please contact ACM at [redacted] I am unaware of any letter being sent that would state that there would not be any late fees assessed to his account. He may have received a statement that at the time did not have any late fees assessed. As for his concerns with the other items that he would like action on, unfortunately these items are not the associations responsibility and there is little we can do as it falls under the city. He should contact the city who is responsible to take care of these items. In this association the biggest expense is the pond maintenance and the landscaping around the pond. He should have received the Decs and By Laws when he purchased there letting him know what the association is responsible for.
ACM's contract with the Association is for administrative services, not physical repairs at the property. Please refer to the response from the previous two (2) complaints from this homeowner. This is an issue between certain homeowners and the board of director of their community...
association, not ACM. ACM has passed on to the board each and every communication from the homeowners. We have assigned a new manager to the account who is attempting to mediate this issue between the parties but in the end ACM can not issue work orders at this community without board approval. As the complaint mentions, this matter is already in court and hopefully there is a resolution soon.
Dear Mr. [redacted] We have reviewed your account to see where the discrepancy lies. Per the declarations of the association every owner is responsible for providing the management agent an update to their mailing address, if the unit owner does not reside in the managed unit. We did not...
receive this update from you and entered your mailing address per a forwarding label provided by the postal service which we now found to be incorrect. Our collection department reached out to you to inform you of the underpaid assessment on your account after noticing all of the returned mail we received. After you were contacted we brought your case before your association board to see if removal of all current fines could be accepted. Your Association board agreed and all fines have been removed from your account. As your managing agent we have also removed the attorney fee charges due to the extraordinary circumstance which has left the balance of unpaid assessments only. I will reach out to you privately to go over this account total and ensure your account has been fully corrected. Please do keep in mind we follow your association’s rules very carefully but want to ensure we are also working with you as the owner to make sure your needs are fully met. [redacted] Resident Relations Manager
Complaint: [redacted]
I am rejecting this response because: this needs to be expedited to someone who is capable to resolve issues. I've been at the board meeting before, which was totally waist of time. 1.please provide the disclosure where it was disclosed to me that your maintenance person will be performing inspections at my personal property on a yearly basis.2.if not able to provide the above, please expedite my request to the person who is capable to resolve this issue ASAP!
Sincerely,
[redacted]
Dear [redacted]This is a reply from your communities property manager:This is not within ACM’s control to remove these charges. I did explain that to her and gave her appeal to the Board to review last Thursday. They denied removal of the charges until the unit is inspected. That is...
their process. I also invited her to come to the meeting to discuss with the Board. She did not come.I let her know the above and did explain that this is a Board decision – not ACM. She will be credited once the inspection takes place and will not be charged for 1 year after. This is the same process that all 336 owners have – even the Board member whose family has multiple units. It is in place to try to keep their water bills and ultimately their assessments down. I recommend she come to a Board meeting to discuss the matter with the board and if needed, the board could provide her contact information for the Association's attorney.Thank you.
We are sorry for such a delay. The repair will be wrapped-up today or tomorrow.
Good Afternoon Mr. [redacted], I apologize for the frustration you have felt as a home owner dealing with the frustrations you listed. I have looked in to your account to see where the issues may lie so I could help resolve the situation. There was a pipe burst in the parking lot in...
front of your building a few weeks ago which has been an ongoing repair. The property manager and board of directors are working closely with vendors to correct the issue and make final repairs but it is taking time to address every piece of this problem. For your issue with the leak which was reported in August. I do see that you had authorized the vendors plumber to come out for the repair and the work order was issued with the vendor being told to call and schedule a time with you to gain access. We are following up with the vendor on this today to make sure everything was addressed properly. There was a pipe burst in the parking lot in front of your building a few weeks ago which has been an ongoing repair. The property manager and board of directors are working closely with vendors to correct the issue and make final repairs but it is taking time to address every piece of this problem.For your issue with the leak which was reported in August. I do see that you had authorized the vendors plumber to come out for the repair and the work order was issued with the vendor being told to call and schedule a time with you to gain access. We are following up with the vendor on this today to make sure everything was addressed properly. As the management company we do forward all concerns to the board of directors as it is ultimately at their discretion on what can be done for the association. I do highly recommend attending a board meeting to go over your concerns with your board. Your board of directors has the responsibility to try and make your association a great place to live and listen to owner feedback to do so. But as I said we will definitely forward this on to your property manager and board and I will follow up with you on any additional info we receive on the parking lot issue. Thank you, [redacted] Resident Relations Manager
Complaint: [redacted]
I am rejecting this response because: I was just granted access today to be able to go into the unit to access the damage that all this holding out has done, and they still have bills and fees associated with this hold up that have yet to be negotiated. The plus side is that the manger has been answering his phone, a first for me during all this time, and seems willing to try to negotiate a settlement of the unreasonable fees. Stay tuned.
Sincerely,
[redacted]
[redacted] The fee for water usage was not assessed by ACM. This fee was assessed by your board of directors. This issue will not be resolved by going back and forth on the Revdex.com website with my firm because ACM does not have the authority to waive fees. I would like to clarify that there is no requirement to have your property inspected yearly. To help address high water usage due to leaking toilets and faucets the Association charges back the amount over $200 for the 4 units. This number is divided among the four units. If an owner(s) agree(s) to have their unit inspected for leaks, they are removed from the equation and the excess amount is divided among the owners that have not had an inspection completed. The onsite maintenance technician (who is not an ACM employee) would make an appointment with you and it takes him 5 minutes to check the unit. Any owner that has had these charges added to their account and wants them credited back has to have the onsite maintenance technician check the unit. There is also not a single person that this can be escalated to other than your board of directors who meet monthly at an open board meeting. You may feel that attending a board meeting is not a good use of your time, but it really is the best way to address any concerns you have with your account or with the policy in general. Sincerely, [redacted] ACM Community Management