Complaints

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• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into a rental property located within the Westchester Commons subdivision in *************, ** in 10/2021. Since I moved, into the property, I have attempted to obtain an amenity key card from AMAG. Each time I attempted to obtain the key card, I was deferred to my landlord, Open House Property Management. In June of 2022, I remitted payment of a HOA fee for $35, to cover the cost of the amenity key. I have followed-up with my landlord, and AMAG, to obtain ***************--to no avail. I contacted AMAG, again, in July, August, and again on 3/22/23 to obtain the status of the key card. I was informed the association was looking into it and would follow-up with me, regarding the status. I never heard back from AMAG. On 4/17/23, I sent another email to AMAG, requesting an update. They have not responded.I have resided in this residence for 1.5 years. I paid the $35 fee, and my landlord has contacted AMAG requesting they issue the amenity key. Yet, it has not been issued. I want an explanation on why the amenity key has not been issued. I have every email that was sent to AMAG, and proof of payment for the keycard fee. Moreover, as an organization, this is something that could have easily been remedied in-house. It is a shame, I had to file a BBB complaint, to ****** attention in this matter.

  

  Business Response

  Date: 04/19/2023

  Thank you for giving our organization a chance to respond. This property is located inside of ********************* Association, although we manage the community for the association we cannot speak nor give out information or pool cards without the consent of the homeowner. Even if the tenant paid for a pool card the homeowner has to sign a release form and ***** the tenant (*************************) permission to access the amenities. As of today April 19, 2023 we have not received the homeowner release form from the homeowner. Once we receive this form then the Tenant (*************************) must send the association a photo of the entire family living at ***************** as the community has photo ID pool cards. **********************. (AMAG)  has no control of the homeowner allowing their tenant (*************************) to use the amenities. This is something that must be worked out between the homeowner and the tenant. If the homeowner *****s permission to the tenant we would certainly issue a pool card once documents and photos are received. If you have additional concerns or questions please give me call at ************. 

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19950546
  
  I am rejecting this response because:

  ***** response is factually incorrect, and illogical. To summarize, they have held a $35 amenity card fee for 10 months because the owner did not provide written approval. It begs the question, why wasnt this simply communicated to me, or Open House? I have contacted AMAG a dozen times since moving into the home 1.5 years ago. Most recently, I contacted you on 4/14/23 and asked for an update regard this matter, you ignored my email; my landlord contacted you on 4/17/23, and copied me onto the email, in this regard, and you ignored their request. On 4/19/23, I filed the current complaint with the BBB and miraculously, you contacted my landlord to process my request. Imagine that.   

  While I can understand your attempt to conceal the fact you have poor operational practices, the fact that it took you 1.5 years to process the request for the amenity key is ergrieous. This certainly is not welcomingor neighborly behavior. This seems to be the culture of AMAG; you are a bully. You pick on certain residents, and send frivolous citationsespecially to tenants. This is evidenced by the litany of 1.0 star reviews, from previous/current tenant on your companys ****** Reviews.

  How about apologizing and expediting the request? That would require accountability and a moral compass. You should be ashamed of yourself. You withheld the card, because you wanted to and you could. 
  

  Lastly, I have called your office, countless times. You ignored me or had the receptionist instruct me to send an email; which per usual, was ignored.

  Respectfully sent,
  
  *****************************

  

  Business Response

  Date: 04/25/2023

  As stated before we cannot discuss an owners account with the tenant or any other party without written authority. The landlord was notified last year to submit the documents and we never received them.  This was out of our control. Once the landlord submitted the paperwork and sent in a copy of the tenant license we immediately responded to the landlord that we do not need the tenant license. We requested that the tenant send in a photo of herself and the family members that live with her in the home (****** would work of the family). We also called the tenant last week requesting the same information and as of today we still have not received it. Once again we cannot do anything on someone else's account without their permission therefore it is up to the owner to provide the written release. If the tenant submits the selfie as requested then this matter can be resolved. 

   

  Please the emails that was sent last week for reference. 

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19950546
  
  I am rejecting this response because:

  While you are unable to discuss the account with me, you could have simply provided an update which you did not. You simply ignored me. Moreover, you did not respond to Open House, who manages the property for the owner. Please see the attached emails from the landlord, to AMAG in this regard. 

  There is no need to attempt to explain why it took you 1.5 YEARS to facilitate and resolve this issue.
  

  Either issue the amenity card, or refund my money.  

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