ComplaintsforAssociated Asset Management

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have lived in our condo complex (*******) for about 5 years. Our unit was new at the time. Because there was a phase 2 to be built, the owners of phase 1 understood they'd need to wait until the appropriate number of units in phase 2 were sold. Therefore, there is an ***, but the current owners have no voting rights and no say in the management of the property. Fair enough. AAM management was chosen by the developer to manage the property, and he acts as the *** decision maker. The problem is that the service from AAM is dismal. Emails are returned late, if ever. Responses are often partial, and don't address the full scope of the message. We've had several reps in only 5 years, and only one of them actually knew the property. Property walk-throughs have not been regular since our first ********** we call in a service issue we do usually get a "We will call for service," but they never follow up with us to see if the work was done, or done correctly, nor do they tell us when/if it is completed. The communication is virtually non-existent. We haven't had *** informational meetings in the legally required time frame. Some maintenance issues are ignored. We are billed for plant and tree replacement which hasn't occurred. Recent wind damage was caused by management inaction on a patio railing issue. The landscaping here is minimal and I understand costs over $16,000 a year. Bylaws are not being enforced so when the owners take over the ***, increased costs will be required. For instance, some owners have combustible grills on and under balconies which is prohibited and is a fire hazard. We feel underserved, ignored and are being price-gouged. Finally, the high rating received by AAM with the BBB in incomprehensible to me. A cursory look at online reviews tells a far different story, even taking into account the fact that there are a lot of unhappy people on the internet with far too much time on their hands.

  

  Business response

  08/18/2022

  At the present time this community is still controlled by the developer.  Every attempt is being made to schedule meetings with the developer and the homeowners.  As it relates to the return of correspondence we are not certain where the breakdown in communication has occurred but we propose the following in an attempt to resolve some of the issues as presented.

  Resolutions :
  
  Meet with owner(s) onsite again to listen to their concerns (Area Manager / Community Manger) scheduled. August 26th (tentative)
  Area Manager to schedule another call with developer to review items of concern and confirm annual meeting date.
  Manager can send an e-blast out monthly with updates on various items instead when issues arise.
  We will recommend to the developer a full website so owners have more access to documents, communication, work orders, etc. with the association. (Note, Center 8 has a lite website) This has been successful in other communities that felt they wanted more communication and access to the community documents/calendar.

  The community manger is *********************** and the Area Manager is *******************************.  Should there be further issues with responses we would ask that the homeowner contact the area manger at ********************************************************** or the Regional ******************************************** at **********************************************************.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I feel our new development is being dismissed when it comes to the bylaws. I also read that the ********** ******************* of AAM apparently is leaving so my concerns about AAM being legit is high. I have reached out to the managers of our so called *** here in *********************, in *********** ** and have had the worst email replies regarding my concerns. I have a neighbor that hung 10 foot high FLOOD lights on the back top of their home which illuminates into our yards. I have researched the Pinal County light ordinance and this clearly is a violation. i read over numerous times in the *** bylaws that states this is a violation, however NOTHING is being done about it and the emails i have received from the Managers are vague and dodging my direct questions. I'm very concerned that this beautiful new development has scammers as ***!!

  

  Business response

  08/09/2022

  Our community manager *********************** has reached out and spoke with the homeowner to discuss her concerns and explain the process that the association must follow with compliance issues such as the ones that are mentioned in this complaint.  we believe that continued communication between the homeowner and **************** will most helpful in addressing the concerns.  The team work will be imperative and we believe that the homeowner now understands that.  

  Customer response

  08/09/2022

  I do appreciate the call from ***** and i appreciate the comment here on my complaint, however until the actual issue is resolved and actions go past words is when I will agree that this has been resolved. 

  

  Business response

  08/10/2022

  As I am sure that ***** explained there is a process that the association must go through to try and gain compliance.  We appreciate your concerns and will follow that process as well as keep the board abreast of any developments.

  Customer response

  08/10/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  07/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I wanted to reach out regarding one of many unresolved issues as it pertains to my communications, or lack there of, with employees at CMS/AAM, LLC. I have been a homeowner in ************** for several years and each year it becomes more difficult to communicate with the community HOA. I have worked with ****** Props and *****************************. I had set up a payment plan for my HOA fee and I was told the payment would not be reported late to the credit bureaus. The representative I worked with left, meanwhile the late payment was reported negatively to Equifax. I paid the balance in full and communicated with ****** and ******* regarding the reporting.They assured me by phone and email that the negative late pays would be removed. The account was never updated until a month ago and only the status was reported. Even though they said they would remove the late payments they were not removed. This has now become a nightmare between myself, Spurlonga, and your team. I have sent ******* numerous follow up emails, all of which have gone unanswered. I have left messages and those have not been returned either. I called the office for a separate issue regarding my neighbor and that was ignored as well. All calls and emails to AAMs Regional Vice President for the ******* Division, ******************************* have all gone unanswered.As a resident I feel like just another number and merely a source of revenue for the company. I think it's sad that the communication has been so poor, and most importantly the integrity of your team is questionable as they've proven they will not do what they say they are going to do. I don't mean to be brash but I've been dealing with the credit reporting issue for over a year to no avail.If you do happen to read this email I would be open to chatting about the matter in greater detail.

  

  Business response

  07/29/2022

  As it relates to the credit reporting for late payments that is not something as the managing agent we can control.  A volunteer homeowner board serves the association and it's members.  As part of the collection process on delinquent assessments reporting to a collection agency is one of the processes.  We have reached out to the board of directors to see if the record can be expunged instead of just indicating that the collection account has been satisfied.  

  We have also requested that ******************************* contact you as the regional Vice President so you may discuss your additional concerns with her.  She also can be reached at *********************************************************.  

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was towed overnight without any notification of violation. They state they track vehicles a certain number of times and once that vehicle hits a threshold they then apply a violation sticker to vehicle window. I was not given a violation only to find out it was towed without hesitation and very hastily. Vehicle was found that morning at the tow yard with violation sticker applied. Community manager dodged the core issue and constantly shifted blame.Due to bug exterminating in my residence, I had to utilize the garage for various household items and furniture. Which lead me to park outside for 4 nights. Vehicles are tracked and after they have been tracked for 30 times a notice is placed on the vehicle regarding parking violation. Excerpt from parking in the CCRs ************** has a massive parking problem. There are tenants resorting to parking on the streets and blocking fire hydrants.

  

  Business response

  06/02/2022

  Please provide the name of the commun8iyt and the property address in which you reside.  We cannot locate you based on just your name.  

  Customer response

  06/02/2022

  *************************************

  park place 

  

  Business response

  06/06/2022

  The company that towed the vehicle will be speaking with the tenant to reimburse for the tow which occurred prematurely.  

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My neighbor living at *************************************************************************************************** has been feeding at least 20 stray cats. The complaint I have with this neighbor is due to all the cats are using my front yard and back yard to include all around my house as a toilet. Not only we have to pick up all the p*** around the house but also both the f**** and urine smell are attracting a large amount of flies which are now entering the inside of my house. This is a safety hazard not only with the stray cats but also with the flies first sitting on the cat p*** then going inside my house and sitting on the food I **** and/or the food we are about to eat. I have tried multiple times to resolve this matter with our HOA via phone and email but nothing has been resolved. Although I've submitted verbal complaints and via email complaints, I never get a call back or an answer to my email complaint offering at least a solution to this safety hazard. This situation is getting way out of hand and we need help finding a solution to this problem ASAP.

  

  Business response

  05/18/2022

  We have been in contact with the homeowner and will work closely with her as well as the local municipalities to address the concerns regarding the cats.  Note that this is the first time that we have received the alert of the complaint as it appears it was not sent through the normal process but instead was addressed to a former employee.  You will note that by our response history we do respond to all complaints and notices.  

• Initial Complaint

  04/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have written extensive emails that have taken me hours and hours to express. I was never responded to from the supervisor of the unhelpful community manager, *******. Her supervisor, ******, has received 3 emails from me which I have spent hours on which she chooses to blatantly ignore.Here is the email I sent to ****** with no response: It is really interesting to hear that you have worked closely with the *************** on many dumpsters pick up projects for other communities. Clearly, since I pay for my garbage services through my HOA, I would have to assume that someone within your department WOULD have a directly contact. Hence, my reaching out to begin with. You stated, Early morning pickups weekend pickups and it has been explained to us that they cant re-route on community or area due to the route and the schedule of their pick-**** Unfortunately, this sentence does not make any sense. They cannot change their route because of their schedule. So why wouldnt you prompt for more information, simply stating they cannot change something due to a schedule does not answer any questions about why something cannot be changed or fixed or further, why a schedule cannot be changed. You also stated, The *************** is not your normal vendor that *** only be servicing Villagio at Happy Valley. It is very difficult to contact and discuss these issues with the City due to size of their service areas. Which is extremely odd and bizarre because after I pushed, somehow, my community manager was able to contact her direct contact at the *************** and speak with someone. but not until after I pushed and emailed three supervisors numerous times begging for a response. One of the most discouraging comments you made stated As your management company we are 1 voice, 1 complaint calling them representing the Association. Many times, if there are more voices / calls / complaints to the city that *** get more attention and a reaction. That is one o

  

  Business response

  04/12/2022

  We have reviewed our email server and do see that ***************************** has responded to the homeowner.  With that being said, the answer that was sent was not what the homeowner wanted to hear.  The *************** picks up the dumpsters in the community on Saturday morning.  A request was made that they move the collection day or the time if possible.  They did agree to move it to 8am vs, 7am on a ******************************************** nor management company  have any authority over a local municipality.  We have given the homeowner contact information for the *************** so that she can reach out as well. Some times, and it may not be the case this time, the more complaints they receive the more they may be likely to adjust their schedule.  

  Customer response

  04/12/2022

  it is a flat out lie to say that ****** replied and that the response was not to my satisfaction. As I stated, she did not reply. She actually, comically, finally replied after I wrote the BBB and my question IS NOT BEING ADDRESSED AGAIN. Now, instead of focusing on my issue which is how I was treated by the community manager you have now decided to lie to the BBB and claim ****** has replied to me? I wrote ****** on March 22nd. Show me Janices response then if she did reply? Make sure it is not dated April 11th which is only her responding because I filed a BBB complaint. In my March 22nd email to ****** I asked for her supervisors information and never heard back

  

  Business response

  04/12/2022

  We have addressed the homeowners concerns to the best of our ability in the fact that regardless who contacts the *************** from our company whether it is ******, ******* or Janice's supervisor the outcome will remain the same.  We understand that this is incredibly frustrating but the issue is beyond the control of the association.  

• Initial Complaint

  02/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  *** fees were changed in the year of 2022. I was not notified that I had to manually change the fees on their hosted payment provider. When I called, i am now being charged an additional $100 for a "shortage of fees" in the year of 2021, that the *** neglected to notify me of. I feel like this is a deceptive act or practice, as specified by UDAAP. The late reminder notice provided me a few of $186.04, but they are now trying to charge me $360.02.

  

  Business response

  03/02/2022

  This homeowner has a current balance of ******, this balance includes ***** for the 2021 year due to an increase of **** per month in assessments. The balance also includes the year to date balance of ****** and this includes payments made and increased amount for 2022. The late fee notes gave a balance of ****** showing past balance of ****** plus a ***** late fee totaling ******. The late fee on the account has since been waived leaving a balance of ******.  The statement received in the mail by the homeowner included the 3/1 assessment but the late notice would not have included that amount since March was not due. The homeowner has been sent an email offering a payment plan and providing the increase letters for 2021 and 2022 year. We verified that this address on the account is the same address that association correspondence is sent to and the same address the late letter was also mailed. The homeowner was provided with direct contact information to allow them to be assisted with increasing their monthly amount to match the current assessment amount.

• Initial Complaint

  02/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  These folks increased the *** charges from 140 dollars to 144 dollars. If you do research on their spending, I believe that you will find that they don't do anything and still charge our community so much. Anyways, this is not the topic of complaint currently.Here's my complaint: They recently increased the *** charges from 140 to ********************************************** so regarding unpaid eight dollars for the 2 months because I was still paying 140 dollars, I believe. I paid eight dollars online and changed my automatic billing to 144 dollars each month. Now, today is 2/26/2022, I received a **** for twelve dollars. This is insanity. I have started paying 144 now and I paid the remaining 8 dollars for the last two months. What are they doing seriously? Who are these people?Have some shame, also show us what you do each month, how you contribute to our community. Why do you charge us so much money? Where is the money going?

  

  Business response

  02/28/2022

  The homeowners account is paid in full for February. The **** payment posted to the account on 2/14, the same day the invoice mailed out. The invoice was sent out prior the posted payment causing the **** balance still show after the payment was made. The homeowner received an email response from our *************************** on the morning of 2/28/2022 with an explanation. 

  Customer response

  02/28/2022

  Better Business Bureau:
  

  I received an email from the business with an apology today. It seems like this issue will be resolved soon. Because of them, my six dollars have been wasted already. I am giving them a pass. But I wish they pay me back my six dollars. Anyways, I hope they dont cause me any more trouble and loss of my funds. I would like to close this matter here at BBB. 
  
  Regards,
  
  *************************
  
   

  
  

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a reoccurring issue with billing, that was resolved 6 months ago, regarding the billing of my *** fees. Upon closing of my house the builder/closing firm paid fees covering the full year. Once I received a **** stating that I owed I called AAM and all fees were taken care of and I had a credit for $125 (confirmed by ********************* 1/11/2022). For this years *************** I am once again being charged for a new home fee and was informed, by *********************, that my credit of $125 was voided in the system. The *** raised their fees this year and I was expecting to pay $125, factoring in my credit, for the semi-annual dues. Upon calling to resolve the issue I encountered a frustrated customer service that would not expound beyond the charge sheet I was looking at via their app. After contacting *********************, the *** representative for my community, he confirmed that my credits were voided and could not assist until accountants confirmed why credits were voided. Requesting my credits be reinstated and this companys BBB rating be lowered. I have informed my neighborhood and they have expressed interest in filing BBB complaints against to *** due to frivolous charges they are receiving.

  

  Business response

  01/26/2022

  We have analyzed the account and have found the errors in the transfer process.  We have addressed the issue with the consumer and provided contact information for further questions and concerns.  

  Customer response

  01/26/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩