ComplaintsforAssociated Asset Management

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am deeply disappointed with the handling of repairs and billing by the **** The *** directly hired a contractor to address repairs to my unit, and I have been unfairly billed for services I did not authorize.Not only did it take two months to address the repairs, but the board has now passed the cost on to me after determining that a portion was the owner's responsibility. Despite promptly paying my own contractors for my part of the damages, I am being held responsible for additional $300 hired by the ****Residents pay $348.72, substantial monthly fees, for the management and upkeep of the property. This lack of responsibility is unacceptable and reflects poorly on the integrity of the board/****I urge prospective residents and homeowners to carefully consider the management and accountability of the *** before making any repairs to their units.Overall, I am deeply disappointed with the lack of fairness and accountability demonstrated by the *** in this matter.

  

  Business response

  03/09/2024

  This complaint appears to be against the association.  AAM is the managing agent for the association and takes direction from the board.  As the complaint outlines, the board decided to pass the repairs back to the homeowner.  AAM has simply posted the charge to the unit owners account as directed by the board.  With that being said, the community manager has reached out to the homeowner to try and further address her concerns and the board's decision.  

• Initial Complaint

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into this neighborhood as a renter in September of 2022. The *** have sent me numerous fines since i have lived here. 1. Tree's that needed trimming even though no specified length was given.2. Cars parked in the road that were not my vehicle. (Mine are registered with the property management company).3. The Home owner painted the house and the *** sent me a violation for it. (I had no say in this)4. The wood on my back gate warped and a plank fell off.They send letters out with nearly no time to fix the issue. The fines are not reasonable, and there is no resources to get ahold of the *** or anyone who works there. They purposefully send letters out late and ignore calls to make it difficult to fix the issues or have a civil conversation.Many of the neighbors in my community have had weeds, long trees, and vehicles in the street since I've lived here. Nothing is being done about that.I simply want them to stop discriminating against me and start sending emails so that i have a reasonable amount of time to fix the issues.

  

  Business response

  03/04/2024

  As part of the compliance notification process ****************** receives a copy of the violation letter as a resident.  The homeowner also receives a copy of the compliance notice.  We are only able to discuss the compliance issues with the legal owner of record and not the tenant.  The owner may appeal the fines and if the board approves the waiver of the fines then the homeowner would receive the credit for the payment of the fines.  *************** does not refund fines to a tenant as the owners is ultimately responsible for the tenant and their compliance with the governing documents.  It would be up to the owner to refund the tenant for any fines that he may have paid.  When a compliance tour is done of the community all homes are addressed in the same fashion.  If they are not in compliance a notice is generated citing what is in violation.  

• Initial Complaint

  02/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The issue is not only an act of negligence or breach of contractual duty on the AAM's part but a false advertisement by AAM as well. The *** advertises, was hired, and was paid to ensure compliance with the community documents and the **** but they failed to perform. They did not carry out their actions with adherence to the Bylaws of the Association, and **** although they advertise and were hired to do so. AAM manages hundreds of communities in *******. We have information indicating that AAM doesn't ensure compliance in the other communities they manage neither, which is something that affects hundreds or thousands of homeowners in *******.(pls see the 5 files attached to this complaint)

  

  Business response

  02/29/2024

  There are very serious allegations in this complaint and many are of a legal nature.  AAM will not be commenting further due to the underlying threats of legal action by the board member.  AAM no longer manages his association and many of his allegations have no proof or merit.  Again, this is not the appropriate venue for his accusations.  

  Customer response

  03/03/2024

  AAMs response dated 3/1/2024 lacks merit and is erroneous in many ways:
  
  1) There are no threats of legal action in our complaint as a simple review of our complaint proves. We invite AAM to pinpoint the threat of legal action in our complaint. Referring to the applicable rules does not constitute a threat of legal action.
  

  2) AAM is erroneously claiming that the complaint is filed by a board member which is also not a fact. I, or the homeowners who are supporting this complaint, are not board members. We, however, maintain the opinion that Board members are also *********** file complaints.
  

  3) The fact that AAM no longer manages our association is an irrelevant point. It is, however, true AAM no longer manages our association. This is because soon after the Administrative Law Judge ruled that both the *** and Bylaws were violated,AAMs contract was terminated by the Board. It is erroneous to claim to be exempt from a complaint simply because events took place in the past, as all complaints refer to something that happened in the past.
  

  4) All of our allegations have full merit as evidenced by the exhibits provided and also as determined by the Administrative Law Judge in ************ and ************.
  
  The only fact in AAMs response is that There are very serious allegations in this complaint and many are of a legal nature. We are simply demanding a small portion of the money we paid to AAM over the years to perform a job in compliance with the service agreement and the applicable law, just as they advertise in their promotional material. The AAM failed to perform during all those years. We have been trying to get violations by AAM corrected for more than a year but AAMs defiant attitude continues as can be seen in their response. As far as they are concerned; no place, no platform, or no time is appropriate to complain about something that AAM did. We therefore reject their response.

  

  Business response

  03/04/2024

  As previously stated, we will not be responding further.  

  Customer response

  03/10/2024

  AAM is as usual defiant and refuses to correct their mistake. They are refusing to communicate which is the key to any problem solving activity, and thus they are refusing to utilize the BBB's service offered to the society. The AAM failed to perform their contractual duties not only for our community, but arguably also for many other communities they manage. At the same time they falsely advertised their services. They are inspiring to utilize the legal path. At this point, trying to communicate with them to constructively resolve the issue on the BBB platform is no different than kicking a dead horse. 

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AAM has charged us erroneous fines for false CC&R parking violations, which fail to cite any specific violation & are contradictory to their CC&R Policys regarding parking. ***********************, *** Manager for AAM, has personally failed to respond to all calls and emails appealing the fines, between March 2023- Jan **** and further continues to fine us, as well as serious landscaping violations in the common area abutting our property, which has caused us severe property damage, that AAM fails to respond to and/or immediately rectify. After hundreds paid in erroneous fines and no response from *********************** at AAM in over 10 Months, regarding the erroneous fines and property damage caused by Pecan Creek HOA and AAMs negligence and failure to comply with their CC&Rs, I posted on our community ******** page, on 1/9/24 at approx ****p, asking if anyone has experienced similar issues, in which a plethora of residents responded they are and also getting zero response from AAM/HOA. Upon seeing this, at approx 230p I furthermore stated that I was going to attend the in person/zoom community HOA meeting at 630p that evening (1/9/24) in hopes of resolving these issues. At approx 5p, my post on our community ******** page was disabled and deleted by AAM and Pecan Creek HOA, so that no further views or comments could be made on the post. Furthermore, an e-mail blast was sent to all us community residents suddenly canceling the in person/zoom Community HOA Meeting that was to be held @ 630 on 1/9/24 and stated no reschedule date has been set. I feel this is in direct violation of House Bill **** which intends to protect the rights of residents who choose to speak out against their HOA managers by barring associations from controlling certain forms of expression and activism. This is a formal complaint with the BBB for violating House Bill **** with their attempt to censor residents, the hundreds in erroneous fines paid and for property damage caused by their negligence

  

  Business response

  01/27/2024

  Upon receipt of the complaint, we have attempted to contact ******************** with no success.  We were able to reach his wife who is not an owner of record on the home so we cannot go into detail with her unless he authorizes us to.  During the brief call with his wife, she indicated that they were going to be utilizing an attorney.  Unfortunately, if the homeowner has legal counsel, we are not able to discuss anything further with them.  With that being said, the homeowner is welcome to appeal the violation notices and the board of directors will review those appeal and typically, as long as the violation has been corrected, they will waive the fines.  At the present time there is a boat stored on the lot and a basketball hoop that is not in compliance with the design guidelines.  

  As it relates to the common area complaints, we have alerted the appropriate vendors to review and recommend corrective measures.  

  Unfortunately, the January meeting he speaks of was cancelled last minute due to illnesses.  

  The board of directors and AAM are most anxious to resolve these issues, but we do need open communication.  We have searched our records and do not find the communications that ******************** indicates.  

• Initial Complaint

  01/21/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Associated Asset Management is the management company for our HOA at *******************. Part of there duties is to contract with a landscaping service to maintain the front yards of the homes in the community. For the past 7 months there has been no services provided on our property and we continue to pay our *************** of $225.00 per month ( in 2023) and $245.00 per month for the **** year. We have continued to pay these dues to protect our credit rating. During the summer of 2023 several of our plants in our front yard died due to the extreme heat and we were promised that they would be replaced however this has not been completed. The association keeps promising that they will have the landscaping company plant the new plants but it never happens they were to be replaced in the fall but again nothing. I have had many conversations with there representatives and they always say that it will be done in a certain time frame but nothing happens. The most recent promise was that the new plants would be planted by no later that January 19th ****, again nothing. There have been other homes in the community that have lost plants and theirs have been replanted but not ours. I am asking that BBB intervene and bring some resolution to this issue. The representatives I have contacted are *************************, VP on-site communities ************ and ********************* ***** Community Manager ************

  

  Business response

  01/23/2024

  The Ovations at ******* has experienced some ongoing issues with a prior landscaper. The association has since discontinued use of the landscaping vender and now AAM is performing all landscape maintenance. The challenges with the landscaping have been addressed and as of an email transaction between ********************* ***** and ******************** On January 22nd the planting was confirmed to have been completed. The landscaping issues have been addressed and considerable improvement in the service should be noted moving forward. 

  Customer response

  01/23/2024

  
  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

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Last year, I received the bill for the *** and paid it. However, it never posted. I called several times and found out they never posted it after talking to someone. They told me to pay it again and put a stop pay on the other payment, so I did. I was assured I would never get charged fees since it was their mistake. I rececently found out in Dec 2023, that they were changing me fees that they NEVER notified me of. I called serveral times and left many messages. The local rep apologized and said she would take to the board and get resolved even though it was AAM fault. Now she will NOT call me back after calling many times. I just want this taken care of and not have them change me erroneous fees.

  

  Business response

  01/12/2024

  The Regional Vice President and Community Manager made contact with the homeowner. The request is going to the board of directors for review and the community manager will follow up with ******************** Friday, Dec. 19th to give the decision of the board the waiver of additional fees.

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AAM took pictures of my property and stated I was in violation, put up a divider on my property without my consent and an illegal board attached that states 659 I have no knowledge of the approval and every time I visit I ask when is the *** going to redo the board they put up on my property and I have not received a response. They have been emailing me asking to buy my property and I have no intention on selling my house and then I receive a violation in the mail with no evidence of the proposed violation. The photos the AAM sent shows my house exactly how it has been for over 9 years.

  

  Business response

  10/25/2023

  We are attempting to contact the homeowner to further understand her concerns and issues so we can appropriately address them.  We have emailed her and attempted to contact via phone as well.  ************* manager is *************************** and we ask that the homeowner respond at the earliest convenience,.  

  Customer response

  10/25/2023

  The Company put up a divider on my property without my consent and is asking me to explain their negligence. I contacted them and have not received an explanation and I pay them $47 a month for their Harrassment 

  

  Business response

  10/26/2023

  We are not award of a divider that was installed and that is why we are asking for communication with the community manager.  

  Customer response

  10/26/2023

  The Divider is on the Pictures that the *** has known about and every time I mention the divider Management is changes.  

  

  Business response

  01/12/2024

  The association did not install the item in question nor are they responsible for the removal or maintenance of that item.   We have encouraged the owner to attend a board meeting to no avail.  

• Initial Complaint

  10/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 10/19/2023 I called my community manager ************************* who I asked for a copy of my CC&R violation letter ****** said I can use an app even when i insisted on a email. The app did not work. I had to call back and talked to customer service who happily emailed the copy no problem. The violation was the for 10/12/2023 and the 10 day limit to dispute the violation would have been missed which seems like was ******'s goal. I also asked for printed copy of meeting notes from ****** and she stated she will get them sent over when she can get them sent over that she will be on vacation next week. so if she can't get it done today or tomorrow I wouldn't be able to get them over til after my vacation. When asked if AAM has a policy on getting documents over ****** got irritated and talked over me stating that she does not control the mail and that **** is 7 to 10 days but she doesn't control the mail. I also asked for access to my accounts since I have just got done with legal troubles with AAM. AAM received payment 09/29/2023 and left my account locked and I had to escalate the situation on 10/19/2023 and found I had a late payment fee of $15 which ***** was unwilling to help with even though AAM had my account restricted for non reason. The CC&R violation was dated 10/12/2023 the first violation was on 3/30/2024 the 6 months have passed and so the violation should have fallen off and resulted in only a $100.00 fine. Also we are given 24 hours the day before trash pickup and 24 hours after trash pickup to bring trash cans in ***** drove to my house 9am the day after trash pickup not giving enough time toput the garbage cans away. Nearly every lot has their trash cans out the morning after so there is some sort of bias from ****** on the issue. ***** has even fined me for my **** in my yard growing over the electrical box. There is no where in the policies saying that is a violation. However across the street there are 2 bushes that have grown over the electrical boxes.

  

  Business response

  10/20/2023

  Per our notes the requested letters are being sent via email and regular mail.  We were not able to do so at the very moment they were requested yesterday,  We have turned this around in 24 hours' time.  All of the late fees and fines have been waived from the account.  As it relates to the account being locked, the account is not unblocked until payment is received from the attorney that was retained to do the collections for assessments.  The account is no longer blocked.  

  We can assure you that there was no malicious intent as it relates to any of the concerns addresses in the complaint and each homeowner is held to the same community standards as outlined in the governing documents,  

• Initial Complaint

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In July, 2023 the ********************** (***), AAM, LLC billed me late charges and penalties for a perceived missed payment. AAM, LLC lost the payment and admitted this to me. This repeated in August, 2023. After a very frustrating experience I was assured this internal mistake at AAM, LLC was resolved and the late fees, and penalties were removed. Prior to this "perceived missed payment" my account has always been paid one month in advance via Zelle auto withdrawal from my Chase checking account. The **************** Manager (CSM), ************************* got involved after I submitted phone calls and emails to the *************** Officer and the Chief Information Officer the first week of September. I received assurance from ******* at that time that my account was at $0 balance although the statement indicated I still had one payment due. Fast forward three weeks later I am still experiencing the same frustration. Today I received a email from ******* stating "Your assessments are paid in full. You won't receive any more late fees. This does not indicate that my account is paid one month in advance as it should be. The verbiage does not define what a consumer is *********** receive when monies are paid 30 days in advance. I have submitted 14 payments to AAM, LLC since October, 2022, I have only lived in the home for 11 months. The title company took a "Reserve Payment" of $492 and paid AAM,LLC 2 advance payments and then a third while still holding two. I have since paid 9 payments to AAM and attached all documentation. I feel like I am being harassed by the *** and Management Company for complaining about a shootout in the development I live in, and the many other concerns I have with security of the gates in the community, parking enforcement, vagrants infiltrating the gated premises, missing construction punch list items on my home, litter/debris from construction workers and vagrants, homeless people inside the community and more. I want to be treated fairly.

  

  Business response

  09/28/2023

  We spoke with ****************** this morning and provided and updated statement showing his payment to be one month ahead. We also removed/reversed all fees on the account to reflect the correct credit due from the homeowners' payments.  We addressed the issue at the accounting level to ensure that this error does not happen in the future. ****************** has been provided with the Sr. ******** ******* Managers contact information should additional information need to be provided. 

  Customer response

  09/28/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I spoke with Sr. ******** ******* Manager, ************************** and received everything I hoped for. I am humbled and very thankful with the professionalism, and expeditious manner in which ************************** handled this. The business relationship has been restored. 

  I sincerely thank Better Business Bureau for the intervention, assistance, and final resolution. 
  
  Regards,
  
  ***************************
  
   

  
  

• Initial Complaint

  07/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  had fraudulent activity with my checking account in October 2022 and had to close the account and reopen a new account. I had sent my HOA payment to my previous HOA before AAM took over and was promised they would clear all late fees/and rebill fees and I paid the balance of 400. After reopening my new checking account with a credit union I called and was told to update my info online and my auto pay would resume. AAM still charged me fees even though I got two bills showing zero past balance. Really unbelievable and not very reputable. Then bam 700 balance prior shows up. So Im paying double my HOA fee every month to catch up but with every new bill comes more fees! I want this awful HOA to take action and credit ALL late/rebill fees, and I will work with them to pay the balance. I am a mother to young twins and my husband has lost his job and we had to even use the homeowner assistance fund from ************* just to keep our mortgage current in this economy. It feels like poaching!! I have uploaded to statement that shows no prior balance yet TWO monthly assessments added! And it continued from there

  

  Business response

  07/25/2023

  We reached out to the homeowner, and we are currently working with the ***** of ********* and working on payment plans options with the homeowner. 

*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. ↩