ComplaintsforASPM-San Diego

• Initial Complaint

  06/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am requesting that my HOA start sending statements on a monthly basis. I have asked for this repeatedly over the past year without success. I have a concern that all of my payments are not being applied to my account. Their website reflects an inaccurate balance of $7337.29. In March of 2022, the balance showed $4149.89. Where are my payments of $300 each month that have been automatically deducted from my ******************** Account since June of 2021? I have been sending emails to *************************** regarding my concerns of not receiving statements and have been referred to check my account on-line which is not accurate because the website only shows Assessments not payments. It seems like this has to be some sort of violation by not providing the consumer with an accurate accounting of charges and payments. If this is not resolved, I will have no choice but to retain counsel. I am just thankful that I set my payments up on ACH so I have a clear accounting of payments that have been submitted. I am requesting an updated statement and that my statements are mailed every month, so I have a clear understanding of my balance, charges and payments that are applied. I would also like a ledger for the past 3 years showing all payments made for my *************** ******************* Account.

  Business response

  06/29/2023

  Your manager has reached out to you in response to this complaint. To summarize, it appears you initiated a legal filing that had the effect of splitting your account into pre-legal filing and post-legal filing balances.Your login only allowed you to see the pre-filing balance, which was not accepting your payments. However, your payments were being reflected on your post-legal filing account. We have set up the payments to show on your pre-legal filing account, and your payments will now be reflected on your web access account and statements. We are happy to provide you with any further information or assistance needed.

  Customer response

  07/02/2023

  I am not satisfied with the response.  My primary concern is there is no accountability on ASPMs part to account for my statements and it appears they arent addressing my request on my statement.  I will continue to have concerns that my payments are not being credited to my account until I see them on paper in relation to my balance.  I would like to request answers to the following:

  1.) Will you send me copies of EVERY post legal filing statement? The legal filing was resolved in July of 2021 ( 2 years ago) and I have not received 1 statement since then.  When can I expect to receive the past 2 years of post legal filing statements in the mail, showing balances and payments? 
  

  2.) When will the website ACCURATELY reflect my balance as of now? I checked this evening and it is still not accurate.

  I feel like I have been getting the run around, which makes me question where my money is going. If I dont get this resolved I will have to file a complaint with the ***************************  My request is simple, provide me with my statements showing my charges and credits! 

   

   

  Business response

  07/06/2023

  Please note that until this complaint we have never received any information from you or your attorneys regarding changes to your account or payments since 2021. Only upon receiving the current notification were we prompted to contact legal counsel, review your accounts, and make updates that reflect your current balance.

  Your manager has emailed you all the information you requested. They also sent you a link to re-register in the *** portal to access the updated account, after which you will be able to view all activity online, 24/7.

  Monthly statements will be issued to you showing live activity as long as you remain on statement status and dont initiate auto debit. If you do initiate auto debit, monthly statements will stop, but all account activity is viewable online and you can contact us at any time to request a particular statement.

  Please let your manager know if you have questions or require further assistance.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  As a homeowner in a large Mission Valley condo complex called The Bluffs, ASPM-San Diego is our property management company in the absence of a dedicated phone line and office for the complex. ASPM came on board in November of 2021, and its project managers serve as our only contacts for communication by homeowners. The ************* of directors refers all of our questions and concerns pertaining to the property to ASPM. This would include trying to obtain tangible updates on "work orders" filed on ASPM's web site, as well as inquiring about questionable board activities, erratic janitorial schedules, and property elements that are in disrepair. Our specific project manager for The Bluffs, ***** *********, either chronically fails to respond, or she offers vague and dishonest answers when she actually replies to emails or phone calls. For the most part, communication lines are almost non-existent between myself and ASPM, as well as between my fellow homeowners and ASPM. We are specifically instructed by our board ********** **** ** *****, to contact ASPM when seeking information on anything. Yet those attempts get us nowhere, and often come with the excuse that it is our board members holding matters up. There is too much continuous deflection in the face of unkempt areas around the property that I, for example, have been pointing out since April both verbally and on ASPM's web site. Also, eight business days ago, on July 1, (as recommended by our board president), I requested via Ms. ********* a meeting with our board and an ASPM rep regarding the gross negligence we are experiencing at The Bluffs. She responded vaguely about five days later by email stating she "might be able" to schedule that request this week. After politely asking on July 12 in an email for an update on the scheduling of that meeting, she simply hasn't responded. Nor has she responded to inquiries about existing projects or fulfilled long-overdue work orders.

  Business response

  07/18/2022

  We are in direct communication with Complainant:
  1. Hearing request with ***** ***** President, is  being scheduled. The matter has also been referred to legal counsel as it pertains to owners against an individual board member.
  

  2. ASPM is limited to specific tasks ***** members direct us to execute. ASPM can only advise and make recommendations to the *****, which the ***** may disregard. ASPM is contracted for a specific amount of management hours per month for tasks assigned by the *****. Any remaining tasks are carried over to the following month when additional hours are made available. The *** contracts with a 3rd party vendor to perform weekly hallway vacuuming above and beyond ***** daily janitorial service. Safety issues are a higher priority and aesthetics are a lower priority. Landscaping is not managed by ASPM.
  

  3. BBQ inspections were completed and repair proposals were sent to board for authorization.

  4. Landings on schedule for 7/18 start and will be on rotation moving forward.

  5. Wall Stripping Repair has been assigned to ASPM Maintenance, to be completed by 7/29/2022.

  Complainant acknowledged above, and responded as follows:
  

  "Wow! Great!!! I will wait until these jobs are actually completed and then remove my BBB complaint. I realize ASPM is caught in the middle of the horribly unethical and arrogant nature of **** and disgruntled homeowners such as myself. Which left me torn over moving ahead with a public complaint. But after dealing with this board and chronic lack of results for legitimate issues over the past few years, I had no other choice. I very much appreciate your latest updates and hope we can regain a voice of feedback in matters pertaining to our quality of living at The Bluffs. Though the battle among homeowners to hold **** accountable for his lies, mismanagement and property neglect are far from over.
  *******************************"

  Customer response

  07/20/2022

  As of July 20, 2022, this complaint is NOT yet "resolved" until the issues contained within are fully addressed. The washing of the outdoor lobby landings has indeed begun, but at a very slow pace that makes no sense. Only one landing per day is being washed? As for the wall-stripping repair, **** states it is scheduled for completion on July 29. So myself and other third-floor residents in Bldg **** are waiting to see when that repair actually materializes--and then we will assess the quality of that repair. As for the broken flame starters in the two BBQ grills near our main pool area, is there an estimated time of repair for them since last Wednesday's "inspection?" And as I have asked in previous emails almost two months ago to ***** and the **** office, who is our BBQ grill vendor? That hasn't ever been answered. I believe this should be public information to all dues-paying homeowners. I have also asked in two emails what is the specific schedule for interior carpet vacuuming for building **** -- for all three floors? No answer to that either, which falls into the category within my complaint of absent and/or "evasive" communication between myself (and fellow homeowners) and ****. So for now, my complaint remains unresolved.

  Business response

  07/24/2022

  As of July 21st, over 3 full working days our janitorial staff worked on the landings, in addition to their other required onsite duties. The landings are not a quick mop and go, as they are quite large. We committed to starting and completing and are accomplishing as quickly as our contracted hours with the Board allow.

  
  All other work is in progress and we previously advised this would be completed by 7/29.

  
  As for providing the name of the *** grill vendor, we can share this information with residents once there is a signed contract. ***************** has not approved/signed a contract so this is not part of the associations records.Tell us why here...

  Customer response

  07/27/2022

  To be fair, ASPM last week has fulfilled three work orders that I filed on their web site (and had also verbally requested at past HOA meetings) dating back to April of this year. Those work orders were: Repairs of two BBQ grills; the repair of damaged wall stripping in our third-floor lobby; and the washings of all outdoor lobby landings. Although whether those issues were addressed merely because of this public complaint or not, remains in question. At the heart of this complaint, however, is a meeting that I formally requested on July 1, 2022 with our ***** ********** ***** members, and ASPM. I had received a couple of updates from project manager ************** about that request, stating she might be able get something scheduled. That hasn't happen. In other unresolved matters, I asked twice out of curiosity what BBQ-grill company The Bluffs uses for repairs. In her delayed response seen only in this complaint, she isn't able to reveal that info "until there is a contract" in place. I find nothing in The Bluffs CCRs stating that homeowners are not privy to such information. I ask that ASPM provide me with such a clause that I maybe overlooked. I've also inquired in past emails about our janitorial schedule pertaining to vacuuming of indoor hallways and stairwells. No response. I've also inquired about the painting of our pond system, and about the recent unannounced erection of a chain-link fence in the back of our property. I either got no response, or about the latter, ASPM claimed they knew nothing about it. ASPM represents this property by using its company phone number and mailing address as the only point of contact for homeowners. I would like to see ASPM fully answer to all inquiries in a more timely manner. Otherwise, ASPM needs to offer homeowners direct contact information to our HOA ***** members, who keep referring those with concerns and gripes to "the management company."

*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. ↩