ComplaintsforAssociated Asset Management

• 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. 

• Initial Complaint

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Associated Asset Management is a *********************** Management company. I requested and paid for Pool Access Keys 2 years ago and AAM have continued to delay delivery. 6/26/2021 - I requested 2 copies of Pool Keys and 2 copies of the Pedestrian Gate Keys. 6/28/2021 - AAM (*****************************) sent *********** Request forms for me to fill out. 6/30/2021 - I returned completed *********** Request forms to AMM and authorized payment for the keys to my account. 8/04/2021 - Payment for the keys was added to the August HOA bill and paid on 8/04/2021 Waited for the keys to show up and eventually forgot about them until:2/16/2023 - I followed up with an email to AAM to ask why they had never sent me the keys. ************ responded and mentioned they didn't know if I was coming to pick up the keys or if they were going to mail them, which she stated is why they have just been holding onto them for 1 year 6 months. Instead of reaching out to me to find closure. 2/17/2023 - I requested *** to please send them via mail. 2/21/2023 - *** responded to the email and mentioned she would have them put in the mail. 3/06/2023 - Pools keys arrived via the mail. I didn't verify right away and I probably should've. 6/16/2023 - I attempted to take my niece and nephew to the pool. We were excited as none of us had been there before and they were looking forward to swimming. They *************** sent did NOT work. I tried them on all gates and locks and could NOT access the pool. Very disappointing. 7/03/2023 - I sent a follow up email to ************ informing her of the mistake AAM made. 7/05/2023 - *** respond to verify I am trying the correct gate. 7/05/2023 - I respond & assured her I tried all locks and gates and still unable to access the pool. 7/05/2023 - *** mentioned she will need to make a site visit to the pool to determine which key is correct and then they want me to come to their office to swap the incorrect keys for the correct ones.Still no keys 2 years later

  

  Business response

  07/19/2023

  We have verified that the new keys will work at the pool.  An AAM team member will be dropping a key off at the property tomorrow.  

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This incident happened on around Feb 18th 2023, A utility company called by community HOA AAM LLC destroyed my lawn the bad part was that this was not even told to me that a utility company will come and use my lawn for repairs. The street light that is on lawn was not working and a utility company was called to fix it. They dig multiple places on my lawn to fix wiring and fix the street light. The street light was fixed however my lawn was damaged at three places, a truck ran over my lawn and there are tire marks and due to digging the sod grass was damaged badly with multiple big potholes on my lawn. I submitted a complaint to AAM LLC for resolution and they agreed to fix this however since Feb 2023 despite of multiple follow-*** and emails this is not fixed bad part is no one care to respond.Attaching Photos and email communication with AAM LLC

  

  Business response

  06/28/2023

  We have reached out directly to the consumer to remedy this situation.  He is working directly with *************************** in our ******* office.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had fraudulent activity with my checking account and had to close the account and reopen a new account. I had sent my HOA payment to AAM from the old account not knowing my account would have fraudulent activity (my crystal **** wasn't working that day). After reopening my new account I promptly sent my HOA payment vial online BillPay so it would arrive on time which it did; however, AAM still charged me an extra $25 returned fee even though they received the payment. My bank didn't even charge for the returned check because I have premier checking but sleazy AAM did charge a fee. Really unbelievable and not very reputable.

  

  Business response

  06/27/2023

  Just to be clear, AAM does not charge a return check fee.  The banking institution charges that fee and the homeowner that issued the check was returned has the fee assessed to their account.  Checks are not held but are deposited.  We have no way of knowing that a check will be returned when it is processed.  With that being said, the association has agreed to waive the fee even though they are absorbing that fee along with the rest of the homeowners.  It is a fee charged by the bank.  

  Customer response

  06/27/2023

  
  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

  06/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing concerning the current on site AAM manager, ********************* and the Regional manager over her, ******************* from the ** 2 ****** community. It is required by AZ law proper records be kept for an HOA. It is also required to make those records available upon requests. However when requesting information the response you get back is almost never complete. If you ask a question concerning HOA business, your response will be " This is not a request for documents", as if no questions are permitted, and often since the records are not well kept, the response is "that doesn't exist". I recently had my spouse hand in a request for the current Reserve Study, our on site manager stated " oh that won't be out until later in the year". In fact I had to reach out to the 3rd party preparer for a copy, only to learn from them AAM had received it 3 months earlier. I can only assume they did not want it disclosed to the community, so the on site manager lied about it. I have also asked repeatedly for the **************** journal, which has been denied every single time.As for her Regional manager, when I reach out to him with concerns about the employee under him, he simply won't address it. He is *** on every situation. What are we paying this man for? Other than attending via zoom the monthly BOD meetings, we do not see or hear from him. I understand according to the company *** there are specific policies in place. So when I asked for documentation concerning the specific policy, the on site manager states the *** misspoke...basically calling her a liar. Someone is lying!

  

  Business response

  06/19/2023

  Thank you for your comments.   With respect to records maintenance, it is possible that prior managers stored information on their individual desktops and did not properly utilize company processes in place which may have led to documents being difficult to find. 
  
  For records requests, the State Statute allows 10 business days to fulfill such requests and we can only provide what is available and does not fall under the categories of items the ***** can withhold from disclosure (e.g., privileged communication between an attorney and the Association). All records requests were addressed within the time permitted.  We will ensure that the onsite staff will continue to comply with the Statute and within the required timeframe.
  
  Our records do show you submitted a records request on May 3, 2023, and a response was provided on May 5, 2023.  You were informed the Reserve Study was on the community website for you to review. Additionally, a ledger report was sent with details inclusive of the information requested.  In a separate conversation, the community manager properly informed you the *************** would be providing an updated report later in the year. Our response at that time should have been to email you a copy to make it easier.  Every effort is made to keep the community website up to date with the most recent documents so we would encourage homeowners to review the website in the interest of efficiency.  
  
  Based on a meeting that was conducted with a small group of homeowners in May based on BBB complaints we have discussed assigned personnel both internally and with the ***** of **************** We will not be making changes to the assigned staff at this time. However, we acknowledge that there is room for improvement, and we will incorporate the comments and areas of concern that you shared with us as specific criteria for that improvement.

  Customer response

  06/19/2023

  Again, why was my spouse lied to about the Reserve Study...it was only after she found out I had obtained a copy on my own, that she admitted they had it. Why was it posted 3 months after the fact? Why are my requests for information via questions unanswered.  Why has my requests for financial documents being denied. And why isn't the regional mgr. In charge of all these on sute mgrs (4 in 3 yrs) following up with them to retrieve our information. It clearly states in your contract that all information belongs to the *** and upon leaving, it will be turned over to the ***. It's like the contract states documents will be kept by AAM...these breaches in the contract are costing us money...who's in charge to ensure this is properly taken care of??

  

  Business response

  06/19/2023

  As previously indicated the financial data that you requested was provided to you in the form of a ledger 

  You now have the reserve study and the ledger you had requested.  What additional documents are you in need of and we will do our best to get them to you.

  Perhaps the BBB complaint is not the best way for us to provide you documents or go back and forth on what you did and did not get.  If you are insistent that you get no response from ******************* or ********************* we would ask that you reach out ************************* who is the Senior Vice President of Onsite Managers.  **** reports to *************  

   

  Customer response

  06/22/2023

  I am *********** receive any and all financial documents. I did not ask for random pages from the general ledger...(example...page 11,12,13 of 37 pages) which were sent to me every other page upside down in an email. I requested the A/P journal again, and was told I must take what was provided. You still have not addressed the lying, (I heard something about a lies journal kept by another employee who had to resign because she couldn't stand the constant lies...)

  What I want is the accounts payable journal with detail for May 2020 through present. 

  Please provide it to me. I should not have to ask 5 times !!

• Initial Complaint

  06/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am sick and tired of getting my "notices" 4-5 days before they are supposed to be resolved. It shows the date that the issue was sent in and we NEVER receive notice in a timely matter. Their "excuse" is because they are in a different state. I'm sorry but it should not take almost two weeks for mail to get to anyone, especially when the state is literally right next to **. We have made many complaints about this and we always get told " oh I'll tell someone".. blah blah blah. No stop dancing around it and start doing it. I also had an HOA member illegally go into my backyard to check it. That is unacceptable and unfortunately this happened before we got cameras but a neighbor told ** they have seen it happen to a couple of yards.

  

  Business response

  06/14/2023

  Once the compliance tour has taken place in your community, the letters are then processed from our corporate office in ******* ******* and sent out within 24 hours, unfortunately we dont have control of the **** mail once the letters have been mailed.

  It is our intention to get this information to you as quickly and efficiently as is possible, to assist with this we are recommending that owners download the ALL ACCESS APP on their phones, that way they can access any violation letters uploaded and this allows for adequate time to cure the violation. On the app you can set up notifications for your account using the following steps:
  
  Log in to the All Access app.
       2.  Click on the 3 lines at top left corner, a menu will appear.
       3.  Select the section that reads "notifications"
        4. The notifications you can receive will populate and you can turn on any notifications you'd like from this menu, including violations.
  
  If you have not downloaded the mobile app yet, below is a link to the app.
  For Apple and IOS
  ***************************************************************************************;
  For Androids:
  ***************************************************************************************
  If you need assistance with the app, you can reach out the All ********************* at *****************************************************************
  
  After reviewing our records,this account has (2) open violations which are still on the courtesy notice level:
  

  We have no record of anyone entering the backyard, so we are unclear of additional steps on this matter.  *************** would never enter private property without first arranging with the homeowner.  

  
  

  Customer response

  06/14/2023

  I wish I had gotten the neighbors name but they have proof of an HOA member entering yards. I have physical proof someone was in the yard but like stated before unfortunately I didnt have the cameras yet. I find it odd that when I receive mail from a similar area **** does not take that long to get to me. 

  

  Business response

  06/15/2023

  As previously mentioned in our previous response, we are not aware of any member of the board or representative of the association entering into any homeowner's backyard or front yard for that matter.  While we are certainly sorry for the perception that someone entered we can assure you that it was not an AAM employee acting on behalf of the board or of their own accord.

  As it relates to the mail service we make every effort to turn the letters around quickly to allow homeowners ample time to correct the compliance issue.  We do realize that we are in the midst of an extremely aggressive weed season.

  We sincerely appreciate you bringing your concerns forward and do encourage you to download the AAM ********* App.  

*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. ↩