Safety Center, Inc.

AAM received a notice 03/09/to update the automatic payment informationMr*** checking account information was updated at that timeHis checking account was debited on 04/16/in the amount of $for the assessmentIf he needs further assistance he can contact Renee B***
our Customer Care Supervisor at ###-###-####

According to our records, the homeowner was submitting one check for two seperate accounts. She has since corrected that issue once it was brought to her attention that we needed two seperate checks since she owns two seperate lots. The past due balance does nto come from late fees or
collection fees as those have all been waived. The October assessment in the amount of $for her property at *** * *** has not been paid. This assessment came due when the account was being closed at the attorney.The balance due on the home located at *** * *** *** consists of the April assessment in the amount of $and a portion of the February assessment in the amount of $37.85. Again, all late fees and collection costs have been removed from the account. Our records demonstrate that there have been no additional issues with the payments posting to the correct accounts since she started tendering two seperate checks. There are no additional fees that can be waived as the balance relates to assessments which the governing documents for the association mandate of each owner

In our ongoing effort to maintain a good relationship with our residents AAM will be issuing a check for $250.00 to Mr. [redacted].  We will need a good mailing address for him to make certain he receives the check directly.  Please know that we are doing this a good faith effort to resolve this issue and nothing more.

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.

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.

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.

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.

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.

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.

Unfortunately due to an error, the April and May assessments were pulled from the old account.  We have taken the appropriate corrective measures to insure that the June debit will come out of the Chase account.  We sincerely apologize for the error on our part.  Please let us know if any fees are incurred due to our failure to update the account information and we will take care of those promptly.

The $40.00 demand fee was initiated the same day that the homeowner contacted us to make payment arrangements for his past due balance.  The fee was charged in accordance with the collection policy for the community which is attached.However, because the association appreciates the fact that...

the homeowner is trying to get caught up on the past due balance the $40.00 demand fee will be waived.  The association relies on the timely payment of these assessments so that they can remain current on their monthly operation expenses.

Attached is exhibit A from the HOA attorney’s. I am sure that if you take a minute and look at Exhibit A you will see the following.We paid our quarterly payments on time and when we missed a payment or were late we quickly resolved it. The HOA agreed to start to start a Direct Debit in 2014 and Debited our account on a monthly basis. Charged us late fees that we were unaware of I have a letter from the bank stating that the money was debited from my account from the HOA and that my account was always fully funded If the HOA Board or the HOA attorney read their report, they would see that something was wrong and should have contacted us before we were served by the attorney.  Ken H[redacted]

In the attachment Mr. H[redacted] advises that AAM has been deducting funds for the assessment payments on a monthly basis.  Upon further research, the homeowner set up recurring payments through the Mutual of Omaha website which is the bank that the association uses.  AAM does not monitor this website nor administer the website.  The issue started when a payment was returned by the homeowners bank back in July of 2015.  The payment was received on June 30th and then a notice of account closed was sent on July 6.  We notified the homeowner of the returned payment.  We are uncertain what action was taken after that notice was sent to the homeowner as we do not have access to the Mutual of Omaha website to monitor activity on individual homeowner accounts.  Because the payment was returned that portion of the quarterly assessment remained unpaid and late fees and other fees began to accumulate.  The last payment we received was on April 29, 2016 which is why the account was sent tot he attorney on December 5, 2016.  It appears that whatever recurring payments were set up through the Mutual of Omaha website by the homeowner needed to be renewed or action needed to be taken to have them continue.  While this is unfortunate, AAM does not have access to monitor the activity on the individual homeowners accounts when they are set up on the banks website.  Payments have started arriving again so there should be no additional issues with the account.

The Board of Directors make the policies and rules that are enforced by AAM as the managing agent.  The CC&Rs which indicate the garage is not to be used for storage were in place when you purchased the home.  You are welcome to write a letter to the board with your concerns and we will convey to them.  However the parking rules will be enforced as adopted by the board until such time as they are revised should the board choose to do so.

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]

This homeowner has never been set up with Direct Debit for deduction of his  assessments.  All payments were made via check.  The allegations that we delayed the deduction of funds are simply untrue.  The assessment payments in the past were due quarterly and were due the 1st of...

January, April, July and October.  They were paid in advance.  Breaking the assessments down in monthly installments creates a delinquency on the account as the balance is not paid in full before the due date.  While we understand that this can become confusing this has been the process since the home was purchased in 2012.  The board realized that for some it was hard to pay a quarter at a time so they switched the payment frequency to monthly in January of 2017.The management company follows the collection policy as established by the board so that when an account becomes delinquent a lien is filed and the account is sent to the attorney selected by the association which is what occurred in this case.  Many delinquent notices are sent to the homeowner before this occurs giving them the opportunity to correct or reach out to understand the account and the balance involved.  The account was sent to the attorney in December of 2016 due to the delinquent amount.

Attached are two pictures showing where the doggie waste stations are located near Ms. [redacted] unit. The doggie stations were installed in certain locations based on the best visibility and access to our homeowners while walking their pets. Via Sorento community has also contracted a janitorial...

vendor to come in and service the community twice a week cleaning up pet waste. The health department has not made contact with AAM or the Via Sorento community regarding any complaints. The exterior of the condo units are sprayed monthly. Ms. [redacted] was advised if there are any additional issues an exterminator would be sent to spray around her unit. Ms. [redacted] has not reached out to the community manager to confirm if there were any issues outstanding. AAM will schedule for an exterminator to go to Ms. [redacted] unit within the next 7 business days to spray specifically around her unit. If she has additional issues she will need to contact her community manager Phyllis H[redacted] phone: 6[redacted] email: [redacted]

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.

Revdex.com:
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 HOA AAM LLC, has not provided photos of any violation. I have not parked on the street. The HOA AAM LLC has not provided a list of FEES that show fair and impartiality toward all homeowners. The HOA AAM LLC, is acting based on no evidence and claim that I have parked on a street when I haven't. Why would I be charged $25 fee when other homeowners charged $3?
Regards,[redacted]

[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.]
Revdex.com:
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,
Connie K[redacted]