ComplaintsforAssociated Asset Management

• Initial Complaint

  11/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am the home owner of ********************************************************************. My monthly *** due is on auto pay, meaning the management company AAM Will take the monthly due from my bank each month. For whatever reason, the AAM billing department missed to pull the *** due on July 2024. They continuously to pull the monthly due on Aug, Sep and Oct, Nov. On November 18, I received a letter asking me to pay *** fee and Late fee, re-billing fee. I contacted AAM to remove late fee, I will pay the missed payment due to their error. But they refused to remove the late fee and re-billing fee. This is wrong. How can you Punish me for something I didnt cause.

  

  Business response

  11/22/2024

  The late and rebill fees have been waived from the account. The **************** Supervisor **** reached out to the homeowner yesterday to advise of the removed late and rebill fees and the amount that will be debited in the month of December. 

  Customer response

  11/22/2024

  
  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

  11/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The community manager's actions demonstrate a clear disregard for neighborhood rules, posted signage, and the mission of this company. Their lack of respect for community members and the damage caused to the landscapingfunded by the residentsis unacceptable. Additionally, when I reached out to the community manager to address these concerns, I received brief responses that downplayed the issue. It is inappropriate for those in leadership positions to violate the very rules they enforce on others. This behavior is both hypocritical and unprofessional and sets a concerning precedent for our community.

  

  Business response

  11/18/2024

  Thank you for bringing this to our attention.  We were able to do a further investigation into this matter and have taken appropriate action to ensure this does not happen again.  

  Customer response

  11/18/2024

  
  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

  11/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  AAM is our property management company as of Jan 2023. In Jan of 2024, they mailed our *** **** notice to the wrong address. In June, their attorney sent a demand letter (to our proper address) notifying us of missed payment which also threatened a lien if we failed to comply.Our online account was frozen during this time as part of their policy for overdue accounts so we were unable to access or pay that ****** we sent a check which included late fees, per their instruction, to AAM in AZ. The check arrived on 7/17 and was cashed on 7/24. However, during that time, another HOA due was billed to the account (we are billed in Jan and June). But again we were not notified, could not access our online account, and ********************** customer service *** would not update our address or allow us to set up automatic payments bc "their lawyers were involved ."On 7/24, despite receiving our payment, the lien was filed. I assume this is because AAM failed to notify their legal counsel that our check was received.But rather than mail it in a timely manner, the lawyer held it until Sept. (likely clerical error). Once I pointed out their mistake, they removed the attorney and late fees and only charged us for the new bill in June. But they still filed the lien so it reflects on our property. The lawyers office nor AAM will answer my emails and my AAM online account is still locked. I am filing a complaint with the ** bar but want to file complaint with BBB against AAM for failure to properly notify homeowner of bill (which wasn't an issue for the entirety of 2023), to communicate appropriate with legal team (that had no problem finding our address), and for still keeping our account locked (I would like to set up automatic payment), and for refusal to respond to emails. It's just bad business.This was a mistake by AAM using incorrect address (lawyers had no issues finding our address) and they made it worse by allowing lien to be filed which remains on property's hx.

  

  Business response

  11/11/2024

  Unfortunately when the records were transferred from the previous management company an incorrect address was sent over.   We have been advised by the attorney's office that the lien has been released and a copy of the release has been sent to the homeowner.

  The matter has been closed with the attorney and the account is no longer blocked.

  As a good faith gesture AAM will waive $145 in fee which will result in a credit on the homeowners account for the first assessment installment of 2025.

• Initial Complaint

  10/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I live at **************************************For my July payment I was assessed a late penalty of $***** payment was not late under AAM rules. I sent payment on 7/5/24 and AAM accepted payment on 7/9/2024. This is a full 6 days prior to the full payment deadline.For this quarter I just received another claim of late payment for October. Payment was sent on 10/1/2204 and accepted by AAM on 10/4/2024. 11 full days prior to the payment deadline.I would like written confirmation that any late fees have been removed from my account, that my account be removed from the collections process, and assurances that my community center privileges have not been affected. Thus far 3 phone calls, 2 emails, and 1 attempt at contacting you through your website contact us function have gone unanswered.

  

  Business response

  10/22/2024

  All late fees and rebill fees have been waived from the account.  The account is currently at a zero balance with the next payment being due on 1/1/2025.  We noticed in the past that payments were posted by the 10th of each quarter and are trying to determine why the payments posted later in the last two quarters.  Per the association's collection policy, payments are due on the 1st of each quarter and past due on the 15th of each quarter.  This is an association policy and not an AAM policy.  We apologize for any inconvenience this issue has caused.  

• Initial Complaint

  09/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Repeated attempts on my part to contact and communicate with this business have been ignored. They are being evasive and refuse to acknowledge the problem exists with them. They are charging late fees for a payment they lost and are trying to extort them from me. My bank records clearly show the payment was forwarded to them in the proper time frame. They have mis-handled the payment and cant account for it.

  

  Business response

  09/19/2024

  AAM reached out to Mr ******** via email on 9/16/2024 and Mr. ******** responded advising of the payment that had been sent and that the payment needed to be located. The payment was forwarded to OK twice for reasons that are unknown. AAM replied to the homeowner advising that we are not able to locate a payment until it has reached our processing center and at this time the payment has not reached us. Mr. ******** was advised via email to send another payment and given the address for the **************** to mail a payment. The late fees have been waived from the account and fees are being held to allow time to receive the second payment. The homeowner was also advised via email that if the first payment presented that a refund would be issued for the over payment. As of 9/19/2024, no additional responses have been received from Mr. *********

  Customer response

  09/20/2024

  There are four responsible parties involved in this transaction. Myself, to insure the funds are available. the bank to insure the funds are available and mail via the post office, the post office to deliver and AAM to properly handle and cash the check. Two of these parties could be eliminated if you didnt charge for ************ I have 14 monthly re-curing payments that are all auto-pay thru each individual vendor, not the bank. You are the only one that charges for this service. I will not pay a service charge for a service that all others do not charge for. If the situation arises again, I advise you to check with the post office or your own house. I am the least likely to fail to deliver.

  I am mailing a check for the August HOA fee.  I now consider this episode and this complaint closed and resolved.

  Thanks and have a great day.

  

  Business response

  09/20/2024

  Despite all of our efforts and reaching out to both banking institutions the check was never located nor had it ever cleared.  The homeowner is sending in a replacement payment and fees have been waived.  We will monitor the acount monthly.  

  Customer response

  09/27/2024

  
  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

  08/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a new home in the *********** at *********** neighborhood in September of 2023. Three months into living there I had to relocate and needed to put my house up for rent or list it as an ******* Before doing this I reached out to the property manager and asked if there were any restrictions on renting my property out. She said the only thing I needed to abide by was waiting 6 months before renting the property out, but after that there were no restrictions. I then turned my home into an ****** and list it starting in March of 2024. Everything was great and the ****** was a success. Months go by and still everything is good, *** always paid on time and there were no complaints from neighbors. Then I receive a letter in the mail at the ****** location letting me know that I have been charges $500 for SHORT TERM RENTAL VIOLATION. I immediately reached out to the *** manager to ask about the letter. The *** manager let me know that this has happened in the past, where the builder (who told me I didn't have any rental restrictions) speaks on behalf of the *** to the new home owner. Homes by Town failed to mention to me that "they" had no restrictions but that AAM had a restriction that only allowed for rentals over 6 months. The *** manager then said that I can appeal the decision and she would do her best to explain the scenario. She also instructed me to take down the ****** posting immediately and to send photos to her. I did this. I also sent pictures showing that in addition to the ****** I had the property listed for long term rentals on Zillow. I also sent the whole explanation to the *** manager and AMM, LLC. In the meant time I received another fine this time for $1000 for the SHORT TERM RENTAL VIOLATION, even though AAM was aware I had taken the rental post down. The board denied my appeal. It was explained that the board never approves appeals for SHORT TERM RENTAL VIOLATIONS. A fee on top of a fee, even though the property was vacant?

  

  Business response

  08/27/2024

  The Board of Directors are the only ones that can approve a waiver of fines.  The homeowner has been invited to attend the next meeting of the board in executive session and information was provided.  The second fine was generated the day before the homeowner's appeal was received.  All violations have been suspended until the homeowner meets with the board of directors in September.

  Customer response

  08/27/2024

  In reference to the second fine. The community manager was aware I was collecting the appropriate information for the appeal before the date of the second notice. The community manager should have stopped the second fine as she was aware the property had already been taken down on the short term rental site.  The community manager also assured me that with the proper details and proof I would be able to have the fees removed. The board didnt list any reason last why they denied the appeal, just that they dont ever approve appeals. What is the point of encouraging people to appeal if the board automatically denies the appeal. 

  

  Business response

  08/27/2024

  The decision to waive the fines can only be made by the board of directors.  Homeowners are asked to appeal in person or virtually and will have the ability to walk the board through the actions that were taken.  

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Contacted Associated Asset Management's ******************* regarding Sea Island Preserve ***, which they manage, and requested a copy of the *** By Laws and Covenants and ************ ******* refused and referred me to developers sales agent. I am not ready to purchase, I am researching possible sites and need *** information to aid my decisions.

  

  Business response

  08/01/2024

  The requested documents have been emailed.  

  Customer response

  08/01/2024

  
  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

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  AAM manages our HOA until the homeowners can take over. One of their primary purposes in this role, is to ensure the beauty of the community, ultimately helping to keep our property values high. They havent delivered on this in many ways - some examples not ensuring homeowners manage their weeds, mow their lawns, or clean up bricks laying in a discarded manner in yards. In addition to that, they havent held the builder to the standard of indemnifying homeowners after trees were planted, and then removed - leaving behind sunken spots and/or dead sod. They dont mow everywhere they should in the community, despite repeated feedback. Furthermore, there are fees agreed to by the board, but not disclosed to the homeowners until they are assessed (specifically when selling a home).Due to the negative impact of their poor management of our community, I asked them to waive the additional fees ($400!!!!) they charge to process paperwork as part of us selling our home. Their senior manager said no, and that shed pass along the feedback. They are money hungry and do NOT do whats right for the homeowners. And they dont have any understanding of customer service. They WAY overcharge communities for services they dont even provide effectively.We pay ~$860/year for essentially a playground, them to maintain the community grounds, and them to manage the homeowners to the *** standards. Yea thats a lot for very little, and its still done poorly.Im sure the response to this, if there is one, will be similar they appreciate the feedback, theyll pass it along, but they still wont waive the fees. They are happy to rake in money by overcharging and underdelivering.Preferred resolution: refund the $400 charged for processing the sale of our home as a courtesy for the overall bad experiences.

  

  Business response

  07/29/2024

  AAM has waived $150 of the $400 fee.  This amount would have been due at closing.  An updated statement has been sent to title.  We will not be waiving any additional amounts as we did prepare the statement for title to use for the closing.  

  Customer response

  07/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and am willing to accept this response. I will wait for the business to perform this action and, if it does, will not pursue further action.

  Regards,
  
  ***************************
  
   

  
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Received 2 letters from our *** on July 12th stating that the tree and leaves in our yard needed to be cleaned up. Letter stated that we had ten days front the date we received the letters to rectify the issue. The issue was fixed within 24 hours, yet the *** still charged a $25.00 fee and did so before the 10 days was even up. They claimed it was the second notice despite the fact that we have physical evidence showing it was the first notice we ever received.

  

  Business response

  07/24/2024

  Upon researching this complaint we see that an appeal of the violations and the fines has been submitted for the board's review which is the proper channel for this complaint.  She will be contacted with a result of the board's findings as it relates to the appeal.  If the violation has been corrected the board will review the appeal.

  Customer response

  07/24/2024

  I do not accept this response because it does not confirm that the fine will be removed. I want the fine to be removed and also expect a credit to our account for the time wasted having to dispute this nonsense. If we are expected to pay our Dues on time whether or not the mail delivers it right away, I fully expect the same courtesy when it comes to correcting violations that are delayed in the mail. I will continue to work with the Better Business Bureau regarding this until the fee is removed and credit is posted to my account

  

  Business response

  07/26/2024

  The Association has received her Appeal on July 22, 2024 and will be on the Agenda for the Executive Session at the next Board of Directors Meeting to be held in September, at a date to be determined by the Board of Directors per the Pecan Creek Fine and Appeal Process.  The appeal will be heard during their Executive Session per the Pecan Creek Fine Policy of October 1, 2011.  If Ms. Ramirez wishes to attend the Executive Session to state her case and present any applicable documentation and to give the Board the opportunity to ask her specific questions regarding her appeal she is free to do so by contacting JD King, Community Manager at jking@associatedasset.com   Additionally, should she wish her appeal to be heard during the Open Meeting Session of the Board of Directors she can do so by sending an email to the Community Manager, JD King at jking@associatedasset.com .  In either option that she chooses, the Board will state that the Appeal has been heard and a Written Notice of the Board’s decision will be delivered to her within seven (7) working days. As the managing agent we do not have the authority to waive the fine or credit assessments.  

  Customer response

  07/27/2024

  JD and the management company ABSOLUTELY have the authority to waive the fee and are choosing not to. I have had previous management companies for the same HOA waive it so I know it can be done. The only resolution I will accept is the credits stated in my previous response so I suggest JD figures it out 

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Terrible customer service. I have been trying to get through to customer service for almost three hours this morning regarding billing issues. I get put on indefinite hold for hours. I have called them multiple times and the latest message indicates the department is closed which is not the case according to the operator. I have also been calling the 800 provided on their website and am not able to connect, don't know why? I am not getting anywhere with their local office number to reach resolution..the worst part is there is no one willing or able to help,..completely unaccepatable!

  

  Business response

  07/16/2024

  According to our notes the homeowner visited our office in ***** and was able to receive assistance.  I see that there was a follow up phone call made yesterday which indicated the homeowner had been assisted.  If that is not the case we ask that he reach out to ***************************** **** at ******************************************************.  We apologize but our phones were down for a bit on the 15th as we work to upgrade to a new phone system.  

*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. ↩