Preferred Association Management Company (PAMCO)

In response to Ms [redacted] , please review the following While PAMco strives to provide the best customer service possible, our operations are governed by the decisions made by each association’s Board of Directors and the associations’ Declaration of Covenants, Conditions and RestrictionsThe Board had approved a contract with a roofing company and authorized PAMco to function as the Project ManagerWithout speaking directly to this complaint, any contract issues or failures are reported to the BoardIf the association manager feels it in the association’s best interest to seek further bids, they are empowered to do soThese bids must then be reviewed by the Board and if possible select one with which to proceedReviewing our records, there are copies of numerous emails sent to the entire community updating owners on maintenance projectsAdditionally, there are numerous emails notifying owners of board meetings which is company policy and part of the signature line for almost all of our correspondenceAbove is currently our standard operating procedure with other condominiums we are managingHowever, we apologize for the confusion this homeowner experiencedWe also recommend that owners bring their concerns to the Board of Directors meetingsThese meeting notifications are always distributed via email and it is our policy to encourage homeowners to update their email address with us and verify that our email address is not sent to their Spam folder

Complaint: ***
I am rejecting this response because PAMco is refusing to work together toward a common resolutionPAMco needs to provide me with:
- The procedure to submit dog nuisance complaint(my complaints: #dog barking at 6am and after 10pm; #dog staying outside the entire day.)
- The timeline for them to respond and take action to complaint
- The means for me to verify action was taken against offending homeowner
- The procedure for me to take if repeating offense occur
Regards,
*** ***

If this is a continued complaint, we have received no further notification from the ownerAdditionally, there is no record of any action with the city animal control service
I can again confirm that actions were taken as authorized to take in accordance with the DCCR's were taken and have been takenWe will not disclose the details of one homeowner's account with another home ownerThe only exception occurs during executive session with the Board of Directors
The meetings minutes do not document nor reflect the statements made by the owner.
I apologize for the delay in responseI personally have only been aware of the complaints for less than a monthMy time with the company is also less than months
The hyperbolic language used to describe the company in general terms are far from fair or accurate, especially as this is only of complaints with the Revdex.com and the company services will over homeowners They read as an emotional response to a perceived personal affront to this individual. The inflammatory comment calling my response statement a "lie" demonstrates a refusal to work together toward a common resolution
Again, I apologize for the experience of this individual

In response to Mr***, please review the following in relation to the attached letter While PAMco strives to provide the best customer service possible, our operations are
governed by the decisions made by each association’s Board of Directors and the associations’ Declaration of Covenants, Conditions and Restrictions (DCCR)We strive to answer all emails within hours and all phone messages the same day they are receivedAs this relates to individual homeowner complaints, we require each complaint be sent in writing including pictures or additional verification materialsPAMco is empowered to send violation letters on an approved schedule as well as assess fines as authorized by the DCCRsIt is specifically our policy not to discuss any homeowners account information (payments, compliance, etc.) with anyone except the Board of DirectorsIf it appears that the actions taken within the DCCR guidelines are not leading to a resolution further action can only occur as directed by the Board of DirectorsWhile researching this complaint, it is noted in our records that this individual did not purchase this property until 12/11/This is well after the dates listed in this individual’s complaintWhile we do not disregard complaints issues by tenants, our obligation and contract is with homeownersRegardless of the desired settlement requested, we would not provide any confirmation to this individual other than a reply stating we received the complaint and are researching the appropriate actionsAdditionally, any more direct correspondence would have been between the owner and our companyIf a homeowner is dissatisfied with the process, we recommend that owners bring their concerns to the Board of Directors meetingsThese meeting notifications are always distributed via email and it is our policy to encourage homeowners to update their email address with us and verify that our email address is not sent to their Spam folderAs this individual was not a homeowner at the time of the complaint, not only would he not have received any meeting notification but he would have had no rights to attend the board meeting other than as an observer

In response to Ms. [redacted], please review the following.   While PAMco strives to provide the best customer service possible, our operations are governed by the decisions made by each association’s Board of Directors and the associations’ Declaration of Covenants, Conditions and...

Restrictions. The Board had approved a contract with a roofing company and authorized PAMco to function as the Project Manager. Without speaking directly to this complaint, any contract issues or failures are reported to the Board. If the association manager feels it in the association’s best interest to seek further bids, they are empowered to do so. These bids must then be reviewed by the Board and if possible select one with which to proceed. Reviewing our records, there are copies of numerous emails sent to the entire community updating owners on maintenance projects. Additionally, there are numerous emails notifying owners of board meetings which is company policy and part of the signature line for almost all of our correspondence. Above is currently our standard operating procedure with other condominiums we are managing. However, we apologize for the confusion this homeowner experienced. We also recommend that owners bring their concerns to the Board of Directors meetings. These meeting notifications are always distributed via email and it is our policy to encourage homeowners to update their email address with us and verify that our email address is not sent to their Spam folder.

Complaint: [redacted]
I am rejecting this response because it does not solve my complaint. First let me address PAMco's response.
Simply put, PAMco is negligent, incompetent and irresponsible handling homeowners concerns. I recommend any prospective homeowners association looking for management to stay away from using PAMco. 
#1: PAMco took 623 days to respond to this Revdex.com complaint.  So don't fall for claims such. “We strive to answer all emails within 24 hours and all phone messages the same day they are received.”. The truth is that PAMco is negligent and disrespectful to homeowners they represent. They don't even have the decency of apologizing for their fiasco. 
#2: Regarding PAMco's statement, “...operations are governed by the decisions made by each association’s Board of Directors and the associations’ Declaration of Covenants, Conditions and Restrictions (DCCR). “. My claim is about dog barking nuisance  (from 6am until late night), and the DCCR does cover that. Further, the DCCR states PAMco is responsible for taking action and issuing a warning and possibly fines to the offending homeowner.  So why PAMco is refusing to do what the DCCR requires them to do? Negligence.
#3: Regarding PAMco's statement, “While researching this complaint, it is noted in our records that this individual did not purchase this property until 12/11/14. “ and "direct correspondence would have been between the owner and our company.". 
I filed this Revdex.com complaint on 1/13/2015, therefore the argument "he's not the homeowner" is invalid and lame. Further, PAMco's statement is evidence they lack proper record keeping, as County's public records indicate I'm the homeowner as of 10/1/2014.  Finally, regardless who is owner, it's common decency to respond to received complaints promptly. Not 623 days later.
#4: In regards to: “If a homeowner is dissatisfied with the process, we recommend that owners bring their concerns to the Board of Directors meetings.”. I'm happy with the process. I'm dissatisfied with PAMco's handling of the process. I attended Board meetings, and publicly expressed my dissatisfaction with PAMco.  I look forward to the day my homeowner association dismisses PAMco for a competent, transparent and trustful company.
I'm willing to accept closure of this Revdex.com claim if PAMco sincerely apologizes for their past negligence and investigates my dog nuisance complaint. Upon request, I could provide new youtube video evidence showing dog barking 6am and that dog is left outdoor all day (2 separate infractions). In return, I expect PAMco take action, as warranted by the DCCR, against the offending dog owner, and I expect PAMco to provide me proof of their action (e.g. postal Signature Confirmation Receipt). Lastly, if the dog owner does not comply, I expect PAMco to issue them with fines, as warranted by the DCCR. 
Regards,
[redacted]

In response to Ms. [redacted], please review the following.   While PAMco strives to provide the best customer service possible, our operations are governed by the decisions made by each...

association’s Board of Directors and the associations’ Declaration of Covenants, Conditions and Restrictions. The Board had approved a contract with a roofing company and authorized PAMco to function as the Project Manager. Without speaking directly to this complaint, any contract issues or failures are reported to the Board. If the association manager feels it in the association’s best interest to seek further bids, they are empowered to do so. These bids must then be reviewed by the Board and if possible select one with which to proceed. Reviewing our records, there are copies of numerous emails sent to the entire community updating owners on maintenance projects. Additionally, there are numerous emails notifying owners of board meetings which is company policy and part of the signature line for almost all of our correspondence. Above is currently our standard operating procedure with other condominiums we are managing. However, we apologize for the confusion this homeowner experienced. We also recommend that owners bring their concerns to the Board of Directors meetings. These meeting notifications are always distributed via email and it is our policy to encourage homeowners to update their email address with us and verify that our email address is not sent to their Spam folder.