This company lacks professionalism. Extremely slow to respond, disrespectful and non solution oriented. The fail to meet expectations regularly.
On June 23,2015, An adult resident of the property XXX ****************. attempted to access the community pool in this subdivision, which is currently managed by this Access Management Group. The adult was accompanied by 4 minors all under the age of 18, two of which were also residents at the above mention address. the other 2 minors were guest who were in our care but also happened to reside in the community as well. Upon accessing the pool with the provided pool access card, the security guard on duty verified that the address on the residents drivers liscense matched the pool access list. The security guard then proceeded to ask who the 2 additional children were accompanying the adult. The adult explained that they were guest in our home for the day, and that they also happened to be the children of our next door neighbor. Upon receiving this information, the security guard denied access of the 2 children to the pool. When this decision was questioned, he continued to harass them and the resident, and began to question their ability to access the pool. He stated that he was denying the children access to the pool because they were not "guest", but residents in the community. We explained to him that they were indeed guest who were in the care of the adult resident. We also explained that neither HOA bylaws nor pool rules specified what a "guest" could or could not be. The resident then went a step further and provided the address at which the children lived, and the security guard was able to verify that they also had access to the community pool. However the security guard continued to deny entry to the 2 additional children, claiming that we were in violation of pool rules by attempting to bring them in. The security guard, who was also armed with a gun, began to get very agitated and aggressive. He began making rude comments, which began to intimidate both the resident and 4 children that accompanied. The authorities were then called to the seen by the resident as they felt threatened by the guard, and new that they were being incorrectly denied access to the community pool. The resident then reached out to their designated contact at Access management Group unsuccessfully several times. After about the third call our contact came to the line. He was combative and rude. When we questioned which pool rule or HOA bylaw we were violating, he could not tell me and proceeded to fabricate one. When he was asked to provide documentation as to where said rule was in either the bylaws or Posted pool rules, he stated " I would not find it because there wasn't one". His lack of knowledge, only added more confusion to an already tense situation and solved nothing. I then questioned why He was even the contact if he was not able to assist or give the security guard the green light for us to access the pool. He then became agitated and dropped the line. Access Management Group, who according to their website are to provide a prompt and courteous response, did anything but that. Both the residents and their guest were incorrectly, unjustly and inappropriately denied entry into a pool that they pay to access. We have asked both Access Management and the HOA board of directors to provide documentation that supports their decision to publicly and embarrassingly deny the resident access to pool. Investigate and address the unnecessary intimidation from the security staff and to rectify this situation immediately. To specify and furnish exactly which rules we were in supposed violation of. Neither of these things have been done. This is only one issue on the list of growing concerns, that I and other residents have attempted to get Access management Group to address. We have not heard from Access Management Group since the incident occurred on June 23,2015. After many emails that were addressed to both them and the HOA board.
The removal of the security staff that was present and involved in the harassment and intimidation of the resident and its guest. Access Management to furnish written documentation from either HOA covenants, bylaws or Posted pool rules that caused denied entry. A timely response and resolution to this matter. A meeting with a member of Access management Group personally to discuss the above mentioned incident and the details.
On June 23, 2015 there was incident at the pool where an adult from the referenced address was asked to leave the pool area due to a violation in the rules and regulations. There were four witnesses and two official complaints issued by other neighbors with regard to the adult that was asked to leave the pool. All witnesses described the adult as belligerent and abusive while talking to the security guard and other residents at the pool and included the repeated use of racial slurs. A request was made by several residents that the individual not be allowed back to the pool given the events that transpired.
The property manager (Access Management Group) was contacted by the owner that day. He spoke with the owner, the police and security at the pool within minutes of the incident. The Owner did communicate with the Board of Directors directly on 6/23, 6/24 and 6/25 following the incident and the property manager (Access Management Group) was communicating with the Board during that time. The Board of Directors decided to hold an emergency meeting and the property manager reached out to the owner on 6/30/15 (same day the BBB received the initial complaint) asking if they would be available to attend a meeting with the Board on 7/1/15.
On 7/1/15 a meeting was held with all parties. The Board of Directors for the community met in executive session following this meeting and decided to only disallow access to the pool for the individual involved in the incident and not all residents at this address. The Board's decision to revoke the privilege of access to the amenities for the one individual was then communicated via letter to the owners on 7/3/15. The owners followed up on 7/8/15 stating they appreciated the Board allowing access to all but the one individual involved in the incident. They did request additional information be shared on the basis for the final decision. A response with follow up was sent on 7/10/15 by the property manager to the owner.
While it was an unfortunate situation, it was addressed promptly and all parties were heard and we consider this matter to be closed as the Board of Directors for the community has made their decision.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this businesses response as it is an inaccurate depiction of the series of events nor does it address my main complaint. This matter is not closed, but considered to be ongoing. This complaint was filed due to this businesses lack of professionalism, disrespectful manor in which they address me as a homeowner, and inability to be solution seeking. Additionally, how Mr.************ continues to refuse to take responsibility for Access Management Group's half hearted efforts, lack of communication, lack of documentation and continuously misconveyung HOA governing laws and rules to his advantage in an attempt to bully us into withdrawing our BBB complaint. They have done nothing but attempt to manipulate the situation and the communication surrounding it. I also suspect that the decision made by************** Homeowners board was based upon falsified/ incorrect documentation presented to them by Access Management Group. Access Managements description of the documentation that they have provided to the board has changed on more than one occasion. This company has not been fair in adhering to HOA governing laws during their communication with us as well. Nor have they been forthcoming with providing us with ALL written/ visual documentation used in coming to this decision. Yes we did request that additional information be shared on the basis of their final decision. Access management states in their response above that a "response" with follow up was sent to homeowner. That statement is misleading and implies that Access Management Group fulfilled this request, which they did NOT. They have not provided any of the specific information that we requested, and this statement is just indicative off yet another attempt at being misleading on their part. I will attempt to forward as much email correspondence as possible that proves we have yet to reach any amicable decision and that this is a NOT a resolved issue. Access Management Group fails to acknowledge that they also work for the homeowners of this community, who are owed just as much respect, professionalism and information as the board of directors. Access Management Group fails to meet expectations, time and time again.
In regards to this most recent incident which occurred on 6/23. Our initial BBB complaint was filed at or around 5am on 6/30, we did not receive an email from Access Management group notifying us of a potential meeting with the board until the evening of 6/30. Access Management themselves admits in their response that they did not get back to us to confirm a meeting with the board until 7/1( almost 8 days later). In between that time we had received NO communication from Access Management Group. Additionally, They provided us less than 24hrs notice to prepare for a meeting with our board. HOA governing laws state that homeowners are to be allowed at least 10 days notice after receiving date time and location of special meetings with the board. I have email confirmation proving that access management confirmed our meeting with the board only 4 hours before it was to occur. We felt blindsided, and were unable to prepare accordingly for such a meeting. Another attempt on Access Management Groups part to manipulate and thwart our efforts in pointing out their lack luster customer service efforts.