ComplaintsforAssociated Asset Management

• 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

  07/15/2024

  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.  

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had issues with late fees and I gave *************************(sp) my current address a few years ago to update my current mailing address. She stopped responding to me possibly because now ***************************** is the *** My late fee was never resolved and I also somehow thought I paid 4 payments at the end of last year but didn't. Anyways. I received in the mail a few weeks ago from a law firm stating I owe $2000 and there is a Lein on my house stating they were sending mail to the old address that ************ was supposed to update.I called ****** and she said she will take off fees to reduce payment to $1650.00. I asked her if she could go in front of the *** board and see if they will assist. She told me she will review with them and then came back and told me they will reduce $344.62 which is a total of $1305.38. I emailed ****** and she is not getting back to me. I also emailed ***** and left ***** messages before about how this was handled unfairly and I can't get hold of her either. I called *** at the law firm and she said no. I still have to pay the fee that was first given even though the *** said they would reduce $344.62. I am willing to pay the $1305.38 today even though it was a total of 5 missed payments which is less than $375. ****** is not doing much even when I told her my mailing address should have been updated years ago. Even all of my documents when I bought the house show when my current mailing address is and phone#.Every update I got was me having to repeatedly call and email. ****** has not been helpful at all through this. I am not getting any call backs from ****** or ***** her manager. I have also emailed *************************** who is listed as their Chief Operating Officer and no emails from him either.

  

  Business response

  05/22/2024

  **************** signed himself up for e-statements om April 3, 2020 so the statements were not being mailed to an incorrect address unless he changed his email address.  Our system notes when a homeowners signs up to receive statements electronically.  At the time he would have signed up to receive the statements electronically he would have verified his email address in our system.
  
  **************** then proceeded to miss several payments in 2023 and ********************************************************************** accordance with the collection policy as adopted by the board of directors of the association.
  
  We will take care of getting the fees that the board agreed to waive from the account removed and will send another statement out via email so he can see the credits once the account has been closed at the attorney. 
  
  There will be no refund given for amounts he has paid to satisfy the past due assessment and collection costs. 
  

• 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

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AAM has been hired by our community to enforce our HOA guidelines. I have filed multiple complaints with AAM regarding someone violating said guidelines In multiple facets, yet nothing gets resolved. They ask for evidence of infractions, which I happily provide, only for them to say this is insufficient evidence. Most recently I filled a complaint about someone having 5 dogs living at their home (they are only allowed 3 by community guidelines). I supplied video evidence showing the dogs residing at the home. However, I am told this is not evidence. AAM is not doing there job despite sufficient evidence showing multiple infractions taking place. I can show multiple videos over a long period of time showing said dogs but somehow this is not evidence.

  

  Business response

  02/27/2024

  As the managing agent we have been contracted to enforce the governing documents as established by the original association board.  There is a process that we must follow in order to take enforcement and compliance actions in accordance with said documents.  We have received video that the homeowner obtained while peering over the party fence.  Teh concerns will be taken to the board for further direction on the enforcement of this provision.  

  Customer response

  02/27/2024

  While you may say I am peering over the fence, I am protecting an investment (my fence)on my property where said neighbors have damaged it before! This action does not need to be taken to the board when you have the evidence to confront the guilty party. Yall have no problem issuing letters for other infractions. Why all the sudden do you need to now?

  

  Business response

  02/28/2024

  The board has asked that they have the opportunity to review this matter.  It is being investigated by the board.

  Customer response

  03/04/2024

  Have the board review this is not a normal step in the process.

• 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,
  
  *****************************
  
   
  

*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. ↩