Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/18/2025

  Type:Billing 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.

  -In Nov I received a **** showing that the *** fees would be $200 for the upcoming year. The **** said that payment had to be received by them by 30 January 2025 to avoid a late fee. The **** had (2) addresses listed for the company. One in Pdx and another in Van.-I called the Vancouver office ************** several times, but they simply never answer their phones, nor do they return calls the same business day. I tried the Portland phone ************** several times, and once, just once someone actually answered the phone during business hours -Since this is a new management service, I told them I just wanted to confirm where I should send my payment. They told me that the address of ******************************************************** would work just fine.-I set up payment through my ********************* Online **** pay account. They have confirmed to me in writing that the payment was sent on January 23rd 2025, and delivered to Association Management Services NW on the 27th of January 2025. This was 4 days before the due date.-In early February I got a late notice (sic) from this company, saying that I had a $50.00 late fee assessed, plus interest for being late. Since I knew I was not late, I called my bank and confirmed the payment was not only sent, but received on time. I once again called ***** and of course they did not answer the phone during business hours. I left multiple voicemails on all of their phone numbers listed.-Almost 22 hours after my first voicemail was left, I got a call from someone at the company who advised Im just filling in. It was quite a weird call, because the lady had loud dogs barking in the background, and I could barely hear her. She advised they are all working from home.-After explaining the situation, she said that although the payment may have been delivered on time to the Portland address, they to are working from home and they only pick up the mail once or twice a week.

  

  Business Response

  Date: 02/18/2025

  Dear ****** *******,

  Thank you for taking the time to provide your feedback. I apologize for the inconvenience you experienced. Some of our team members do work remotely, which is a benefit we offer to our employees in a high-stress environment and is quite common place in 2025. Despite this, our p olicy is to return calls within one business day, which is actually not typical in the industry; our team did meet the deadline to return your call within 24 hours. While they may not always available at the time of the call, as they may be on other calls assisting other clients, they will return voicemails in a timely manner.

  Regarding your payment, as stated on your monthly emailed statements, late letter, and original welcome letter, mailed payments for assessments should be mailed directly to the bank lockbox at P.O. ******************************, and should include your address or account number on the check, as mailing payments to our office can cause delays in processing. To help expedite payment processing, please ensure payments are sent to the correct address. If using your bank's online bill pay, please allow sufficient time for processing and mailing.

  Your association's collection resolution states that, "assessments are currently billed out to Owners on an annual basis and assessments are due and payable in advance on the 1st day of each year and are considered late on the 30th day after the assessment is due." Your assessments were due on January 1st, your check was dated January 23rd and was received at our office on February 1st. It is advisable to send your payment to be received by the due date of the 1st in the future to avoid the payment arriving late. You may also set up *** or make online e-check payments to ensure timely payment of your annual assessment.

  Thank you,

  Association Management Services NW

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22954630
  
  I am rejecting this response because:

  First of all, please stop bemoaning the high stress environment in which you work. Its insulting to combat veterans like myself, who actually know what a high stress environment is. Please. 
  

  With that said, ********************* is willing to certify that they sent the payment on 23 January 2024, and it was delivered to the address that WAS PROVIDED TO ME BY CALLING YOUR OFFICE in ******** on 27 January 2025. Its not my fault, or that of my neighbors you dont staff your offices and check your mail daily, as told to me by one of your employees.

  Check was in your possession on 27 January. According to you was received by you on 1 February. Records show u didnt deposit until 4 February? Wow, so u held for 4 days?

   

  Stop being scumbags, and credit the late fee. Check was delivered 4 days early. Complaints filed with both Oregon and *********************************** as a result of your guys actions. I have proof check was delivered on time, do you? 

  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 02/26/2025

  Dear ****** *******,
  
  Our offices operate Monday through Friday. As previously stated,the check was received on Saturday, February 1st. As our offices are closed on Saturdays and Sundays, the check was opened on Monday, February 3rd, processed,and applied within one business day on Tuesday, February 4th. If you have proof of delivery prior to February 1st, you may submit it for Board review.
  
  *** operates under the direction of the elected Board of Directors. Your waiver request, along with all related correspondence, will be presented to the Board for review at its next scheduled meeting. You will be notified in writing of the Boards decision following the meeting.
  
  Additionally, per your voicemail dated Feb 5th, 2024, you have engaged legal counsel. Moving forward, all communication with management and the association must be conducted through your legal representative.
  
  Sincerely,
  
  Association Management Services NW

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22954630
  
  I am rejecting this response because:

   

  They are refusing to remove late fee, despite the reason it being late is they dont check their mail daily, because employees are allowed to work from home because of their high stress environment, and only staff their office sporadically. Shameful way to treat a disabled veteran.

  BBB please file this complaint in companies file, to alert other consumers to their unethical business practices. Im hoping it will impact their grade with BBB.

  It should be noted that after filing this complaint, I received a lettter from this company dated February 20th, 2025 stating I needed to trim my cypress trees as theyve grown over the back fence. Only problem? I have no Cypress trees on my property. They demanded that I respond in writing to their frivolous notification. I am taking this false accusation as an attempt to harass and intimidate me, and in retaliation for my initial complaint.

  ****** staff, can u please forward all of your letters and late fee notices to my attorney ***** ******, at the below address. Please send certified mail for tracking purposes, and please include the name of your agent who called me earlier this month, as she is the one who indicated the office is not staffed, and that mail is not checked daily. She had loud dogs barking in background, as she was calling from home as usual. I need a name to go with the conversation, as her recorded information is key to my concern.

  Mascal Law Office

  Attn: ***** ******

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

  ********, Or 97232

   

  Thank you for your time and attention in this matter. Please ensure a timely response to my document request, and providing the employee name. 

   

  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:01/30/2025

  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 purchased a condo that this company manages, and despite the fact that I have damage to my unit from the building structure, they are refusing to cover it. They're saying that because the primary part of the area lights up under a black light, it may potentially have urine crystals by either my cats, or the prior owners dog, whom I bought the condo from 2 1/2 years ago. I have two cats, who drink 4 ounces of water per day between them, and 40 square feet of wet carpet, 50% of which is inaccessible to my cats.I have spent nearly $1500 of my own money hiring a plumber, two leak detection specialists, and a concrete specialist. Leaks have been ruled out at this point. There was a letter to the board in ************************************************************ the slab and installing carpet was inadvisable. This never made it into the ************* so there was no way for the prior owner to know this. All other options have been ruled out, including pet urine. I purchased a condo instead of a house specifically so that I would not be responsible for high dollar repairs coming from the building structure, which is exactly what this issue is. I'm also extremely upset because an accusation such as this permanently damages my credibility with the Board of Directors. Whatever I ask for in the future, I will be the woman who lets her cat pee all over the house, despite the fact that it isn't true. A contractor called Pro Leak Detection has verified that this is not the case.I'm asking that the *** own their legal responsibilities to the homeowner and replace my flooring. So far, both the property management company and their contractor have lied about this situation, which is extremely unethical.

  

  Business Response

  Date: 01/31/2025

  Owners are responsible for any interior damage up to the Association's insurance deductible, which is currently $10,000, as outlined in the attached insurance resolution.
  
  We last communicated with ***** ******** in December, with the most recent correspondence on December 10, 2024. Initially, she informed Management of a possible leak in her unit from an unknown source. In response, the Association dispatched Chater Construction to investigate. However, after conducting three or four separate inspections with different technicians and representatives, they found no moisture or evidence that the leak originated from a common component (e.g., common plumbing line, fire line, slab, perimeter walls, etc.).
  
  The Owner has provided us with a report from IDL and Video (*********************************************************************************************************************************), but we have not received any documentation from Pro Leak Detection. Based on the findings, interior repairs are the Owners responsibility, and she will need to file a claim under her Homeowner (HO-6) policy. 

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22880034
  
  I am rejecting this response because:  Perhaps before you provide supporting documentation, you should make sure it backs up what you're saying.  You say the homeowner is responsible for paying the deductible, yet the insurance information, and Washington State law states in section 1.3 "If a loss affects a portion of of the condominium for with the Association is required to obtain property insurance pursuant to declaration Article 16, Section *****, and the damage is not due to negligence of a party, the Association shall be responsible for paying the Association's policy deductible."  You also stated that you didn't have a report from Pro Leak Detection, yet that was attached to this complaint.

  This unit was not an actual floorplan, and was converted into one because the unit next door wanted a third bedroom.  Because of that, the door was placed in an incorrect spot and the window is too small.  This creates extremely poor ventilation, which cause extremely high humidity with a lack of air flow.  Additionally, per a document sent to the *** in 2014, there is a known issue with the concrete slab having too much moisture.  I also only have a fireplace, which has a weird affect of superheating the back of the unit, while the front of the unit stays cold.

  Once the carpet and carpet padding were pulled up, and there was actually some ventilation, almost all of the carpet dried.  Once I started using a dehumidifier, and got the humidity down from 61% to below 50, the remaining portion of the carpet dried.  The off-the-cuff design of the condo is why this issue exists.  Pro Leak Detection notes, in the document attached to this complaint, that the area is definitely not pet urine.

  Charter was not only too incompetent to find the leak (*****), the other contractor openly lied (***).  He stated that if I moved the bins farther back, they would be in front of the wet carpet under the bed, yet the bins are 36" wide and the wet carpet started 10" from the wall.  I also explained to him that I keep bins all the way around under the bed, but had left those two in place so he could see where they were.  I then set them on top of the other bins.  

  This lie that the spot was pet urine damaged my relationship with the board.  No matter what request I make, I will always be the woman who lets her cat pee all over her house, which is a lie.  In other words Charter's unethical behavior resulted in a slanderous accusation that is not acceptable. In addition to paying for my flooring, I want you to make sure that the *** knows that this wet carpet was not the result of pet urine.

  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 02/21/2025

  The Association's findings are based on the professional opinion of a qualified expert. The Pro Leak Detection (***) report does not identify a common element as the source of the moisture. The report states, The customer indicated that once the carpet was pulled up and air could flow underneath, it slowly dried. This statement is not a professional finding, but a reiteration of what they were advised.
  
  A normal crack in a foundation slab is typically a hairline or shrinkage crack less than 1/8 inch (3 mm) wide, which commonly occurs due to natural settling, curing of the concrete, or minor expansion and contraction caused by temperature changes.According to the *** report, the observed crack is approximately 1/8 inch wide,which falls within these expected parameters. Given that the buildings are 20 years old, foundation cracks of this nature are consistent with normal settling.
  
  Additionally, the *** report notes, There is also no plastic vapor barrier underneath the vinyl, which may allow moisture to come up through the slab and damage the floor. It is standard practice in the ***************** (PNW) to install a vapor barrier under carpet and vinyl flooring when placed over a slab foundation.
  
  According to the Associations Governing Documents and Insurance Deductible Resolutions,remediation of your unit is your responsibility. There has been no determination by a professional contractor that a common element has failed.The Association has exercised due diligence by having your unit inspected multiple times, all with the same findings.
  
  This matter will be reviewed by the Board at their next scheduled meeting.

  Customer Answer

  Date: 02/23/2025

   
  Complaint: 22880034
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:08/19/2024

  Type:Order 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.

  AMS-nw took over managing Tee Off Estates hoa in 2021, they have not continued to recognize the contract with the property management company that I have had managing my rental unit. They refuse to communicate with my management company, will not resolve issues affecting my tenant. They will not communicate with me or my management company, I have been charged multiple fees for hoa non compliance- but AMS isnt sending these messages or documents to my tenant or the management company I pay to deal with the rental.

  

  Business Response

  Date: 08/21/2024

  Dear ******,
  
  Leasing requirements are outlined in the Associations ************************************* and Lease Tracking Policy that was adopted in 2022. Notices have been sent to you by email and mail starting back in August of 2023 to confirm whether your unit is a rental, which includes providing any other relevant information, such as a property management company and authorization to speak with them regarding your account. You still have not provided any leasing information or authorization in writing. Without this information, we are not able to update the Associations records, nor can we speak to anyone else besides you regarding Association-related matters. The form is attached for your use. It can be filled out and sent back to our office by mail to ************************************************, or by email to ****************. 

• Initial Complaint

  Date:08/15/2024

  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.

  AMS-NW violates the rights of property owners by discriminating against them and preventing access to information. On 11/18/22 I submitted the request asking to provide the tally sheet of the voting results, which were provided on 11/1/23 after filing a complaint with the BBB (>1 year!). The documents Me. ****** provided indicate that the voting results were falsified as the results are discrepant from those he included in his email to the owners dtd 11/18/22. At the 2022 Annual meeting he appointed two Members to perform an independent tabulation and certification of the ballots and proxies. **************** was asked multiple times to confirm that AMS-NW has no conflict of interest with any of the 2 volunteers. For instance, it turned out that volunteer ******************** is a relative with AMS employee ***************************. I was seeking for legal opinion (the *** is paying for) regarding the improper vote count and the legality of presence of 2 members on the board. **************** was also asked to provide minutes of the meeting outlining next steps to resolve the issue. My requests remain ignored to this day. Under Mr. ******* management, some owners have access to information instantly, while others have been begging for information for years and receiving no answers. **************** considers himself above the law. He openly laughed at me at one of the meetings, saying "so much time has passed, who cares what happened at that vote?" He does not see a problem with the conflict of interest, all he thought necessary to answer was I will not be discussing any AMS Employees. I ask the BBB to help me get the following documents from AMS-NW:1. Transcript with a recount of votes. 2. Legal conclusion on violations in counting and the presence of a conflict of interest. 3. Minutes of the meeting signed by the board members approving the vote counting errors in favor of 2 board members and confirm that they were notified that the owner could not access the information for over a year.

  

  Business Response

  Date: 08/20/2024

  Dear ***************************,
  
  As previously advised, Association documents are made available upon request for viewing per RCW 24.03.135. You may make that request by submitting the request for documents form, available here: **************************************.

  Financials, governing documents, notices, agendas, and other general community documents are available on the community owner portal for all owners to view.This was communicated you previously, as a document request was received on September 19th, 2023, with regards to a violation complaint, and those documents were provided to you in November of 2023. The 2022 Annual Meeting minutes are available on the Associations web portal for Owners to review/download. The 2022 Annual Meeting minutes, which noted the names of members elected and the voting results, were approved at the 2023 annual meeting by Owners present. You were present at both meetings and were provided a copy of the 2022 Annual Minutes prior to the approval at the 2023 Annual Meeting.  
  
  If your concerns are being reviewed/discussed with legal counsel as noted below,then this matter should be handled through Associations legal counsel. You may contact our office at ************ for the Legal Counsels information for the Association. AMS is contracted by the Board of Directors, the elected members of the community, and takes direction from the Board.

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22145767
  
  I am rejecting this response because:

  1) The person who responded didn't even bother to check that the form she/he was referring to had already been filled out several times for the same request. There was an email with the voting results, after more than a year the proxies and the breakdown of the voting results were provided. The results differ significantly from those provided by AMS-NW. The request for an explanation of how the votes were counted, the legitimacy of 2 board members being on the board of directors for almost two years and the presence of a conflict of interest are part of the same request. AMS-NW was the holder of the meeting, they had results that they hid from the owners for more than a year, many requests were sent to AMS-NW manager responsible for our complex with the inclusion of their lawyer in the ** field.

  2) AMS NW representatives need to familiarize themselves with the laws, and understand that it is unacceptable for a property owner to beg a HIRED company to provide information on his property. What are we paying them for? To mock us?

  3) This company discriminates against owners on a regular basis. Ex.: I  send them a request via email, the  property manager (****************) replies that the request will be discussed at a homeowners meeting, where they discuss anything but ignore my request. They either say that it will discuss in a closed session or later, but later they forget about it and the minutes of the meeting do not contain information discussed at a closed session. The request for a recount and the opinion of their lawyer were submitted numerous times, as was the request for information about the existence of a conflict of interest.

  This complaint can only be closed upon provision of the following documents (to be uploaded to BBB):
  1.Transcript with a recount of votes. 2. Legal conclusion on violations in counting and the presence of a conflict of interest. 3. Minutes of the meeting signed by the board members approving the vote counting errors in favor of 2 board members and confirm that they were notified that the owner could not access the information for over a year. 
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/04/2024

  Transcript with a Recount of Votes: A detailed transcript that recounts the votes. - Attached is the email where AMS provided the Owner the requested information and the record of the 2022 Annual Meeting that was previously provided to the Owner in November 2023.

  Legal Conclusion on Violations: A legal document outlining any violations in the vote counting process and the presence of any conflict of interest. Volunteers counting votes had no known relation with AMS staff and/or the Association. - There is no known conflict of interest. There are no violations in the vote counting process, this is an allegation from the Owner with no factual basis. 

  Minutes of the Meeting: The minutes of the meeting,signed by the board members, that approve the vote counting errors in favor of the two board members. This document should also confirm that the owner was notified about the inability to access the information for over a year. - Attached are the minutes from the 2022 Annual Meeting as well as the draft minutes from the 2023 Annual Meeting, where the ownership approved the minutes from the 2022 Annual Meeting. The Board does not approve Annual Meeting minutes, the Ownership approves these minutes at the next years Annual Owner meeting. The 2023 Annual Meeting Minutes will be reviewed at the 2024 Annual Meeting. 

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22145767
  
  I am rejecting this response because:

  The request was to provide the results of the recount of votes, not the documents they provided.
  As you can see from one of the attachments they uploaded - on 11/1/2023 (1 year after the initial request) **************** emailed me the Owner Registration, Office Board Tally Sheets, Zoom Registration Report, Completed Ballots, and Proxies. However, a review of these documents revealed significant discrepancies in the voting results included in the minutes of the meeting (see 2022 annual membership meeting minutes AMS-NW uploaded).
  Several emails have been sent to **************** asking him to explain how they came up with the numbers in the 2022 meeting minutes, as documents he provided indicate the vote was rigged.
  **************** was also asked to discuss the voting discrepancies at the board meeting and provide minutes of the meeting indicating next steps to recount the votes and resolve the issue.
  At a subsequent meeting, the board members and **************** went into secret discussion, leaving the owners to await their return. However, no answers were given either verbally or in writing (no details were included in the minutes of the meeting). During that meeting, **************** also openly ridiculed the fact that the vote took place over a year ago, asking who cares now?  > the recording was documented.

  On 12/27/2023, **************** confirmed that my communication (which also included questions regarding the voting results) had been forwarded to their lawyer, *********************. It should be noted that I also cced her while sending some emails.
  Thus, I have been waiting for more than a year for the transcripts to be provided, and for almost a year now I have been waiting for an explanation as to why the results from the documents (Owner Registration, Office Board Tally Sheets, Zoom Registration Report, Completed Ballots, and Proxies) differ from the results that AMS -NW announced to the owners.
  If AMS-NW staff are so incompetent that they cant count to 48, they should have an outsourced service recount those votes for them.

  Regarding the conflict of interest - AMS-NW was the owner/organizer of the meeting, AMS-NW appointed two volunteers, one of whom is a 1st degree relative of an AMS-NW employee, AMS hid voting results for over a year, rejected a request for an independent audit of the voting results (the email was also documented) and refuses answer questions and recount votes. Should their lawyer look into the definition of conflict of interest? It will be a question to WA BAR.
  
  Please DO NOT CLOSE the complaint as the issue is unresolved.

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/23/2024

  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.

  For the last 4 months. Myself and other owners of unit has sent over 20 emails and 9 vmails and have called over 30xs of request maintenance.

  

  Business Response

  Date: 08/02/2024

  Hi ***** We see in our phones system that you called ****, the Association Business Manager for your community, on his direct line 3 times this year. 2 times on May 31st, and 1 time on May 26th.These 3 calls do show that they went to voicemail. We also show that there have been over 50 calls back and forth with our team and the other owner listed on the account. Some of those call points have been voicemail, but many have been communication with the team, most recently the other owner on the account has been communicating with ****, of which they spoke a couple of times the week of July 22nd. Please note all maintenance request should be emailed to **************************** and while AMS is tasked with calling out vendors for repairs, AMS takes direction from the Board. The Board makes all decisions regarding the association and some may have to be reviewed at Board Meetings, including approving proposals for work and/or determining Owner versus Association responsibility per the Associations Governing Documents.
  
  If you have a pending maintenance item and you, nor the other owner on the account have received a response for, please provide a copy of the email/request that is pending so we may check on the status and provide you with an update.

  Sincerely,

  Association Management Services NW

• Initial Complaint

  Date:06/17/2024

  Type:Sales and Advertising 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.

  *** assessed fees for garbage, recycled bins for being in community view. Didnt specified the reason for our citation that our bins are stored on the side of the house. We interpreted as the *** stating that we didnt pulled the bins back in time. We have requested the *** to waive the $125 fee since they didnt make it clear on the letter for the citation which we couldve corrected our action had they made it clear.

  

  Business Response

  Date: 06/18/2024

  Dear Owner,
  
  Your request submitted on 06/17 for fine waiver removal will be presented to the Association ***** of ********* for consideration at their next meeting scheduled for 06/25/2024. Following their meeting, you will be notified in writing of their decision. Please note, that anytime you receive a violation notice, you may contact our offices with clarifying questions, as well as visit the portal to view any photos, if available, of the violation. Photos for each notice received that are available on the owner portal are attached as well as Section 4.12 of Windswept Waters CCRs that states that trash bins must be not only put away, but also not visible from any adjacent street or neighboring lot.
  
  Sincerely,
  Association Management Services NW

• Initial Complaint

  Date:05/14/2024

  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.

  This HOA is the worst in the whole state of not the country! Im to the point where ** about to *** them for all the fraudulent fines & is***s Ive had with them since 2016. Its ludicrous trying to deal with them as Ive tried several times to present my concerns at board meetings and wasnt allowed. Ive had to pay thousands in bogus fines that hurts my home, business, & living conditions. They built my condo with NO *************** continue to penilize me for this fact when its their fault!!! They are in human!! If you plan on moving or buying in a neighborhood that they manage dont its a NIGHTMARE!!!

  

  Business Response

  Date: 05/17/2024

  Dear *********************************,
  
  AMS is not the Homeowners Association and did not build the community. AMS is hired by the elected ***** of ********* to manage the Homeowners Association by following the recorded governing documents established by the declarant when the community was built and provided to Owners to review when purchased. While AMS did not build the condo, nor the driveway, we are tasked with enforcing the community rules that all owners agreed to when purchasing to uphold a consistent standard. You are not currently listed as an Owner for this particular community. Because Homeowners Associations are Member Based communities and the Members are defined as deeded Owners, we are unable discuss a specific account with a non-owner. Please have the Owner contact our offices with their request at **************** and we will provide the Owners request to the ***** of ********* for review at their next board meeting. 

• Initial Complaint

  Date:01/16/2024

  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.

  They break several laws like selective enforcement as in one condo gets these for the payment not getting there until the 10th and the other one does not get fined yet the money gets the same date. Finding residence for expired tags when they have permanent registered plates that never have tags because its a classic parade car. They tried to throw the blame on somebody else every time that you ask them a question or confront them on anything. You can get an answer thats a different every time you ask it. Their employees dont even follow their own protocols they claim they cant give them information out to people that dont live there yet. They gave it to my friend because she bitched at them and she has never lived there. They dont read their emails that you sent and they charge you for anything and everything, including a $10 handling fee for them handling the money that you send them each month and theyll send you a compliance notice with no way to fix it because the noncompliance is about the driveway and the vehicle thats not yours so you get find and if you dont pay it, then they put a lien on your home.

  

  Business Response

  Date: 01/17/2024

  Hi ***** I am unable to locate your name in our system. That is correct, that our team should not be providing information about an account to people who are not listed as an owner or authorized person on the account (i.e.power of attorney or some form of written authorization from the owner of record giving authority to someone else to discuss their account where we have been provided that documentation). Each Association has its own set of Governing Documents, Rules, etc. Without knowing which community you are referring to, I am unable to elaborate on specifics. Generally speaking, the rules are in place to provide consistent enforcement. There is typically Collection Resolution that outlines exactly how the Members of the Association should be assessed,when late fees are assessed, and liens are filed. This is also true of Fine and Enforcement Policies, when a notice can be sent and escalated is outlined in those policies. If you are able to provide your property address, I could look into your specific account and community in more detail and provide a more specific response. Lastly, yes AMS does charge a fee to receive payments over the phone. We encourage Owners to set up ACH/Direct Debit, as there is no fee and payments are ensured to be received timely. Two other payment options that have no additional fee associated with them are mailing payments to the bank lockbox directly these checks must be mailed in enough advance time to account for the lengthy time mail takes currently, to be received by the due date and must include the property address and/or account number; or one-time e-check payments are available through the portal at no extra cost. We also offer the ability to make payments via credit card, but there is a standard credit card fee applied.
  
  If you are looking for a Billing Adjustment, please email your Management Team or our main office email ************************** or ************************** with your property address,what adjustment you would like to see on your account and why. If you believe there is an error in billing, our team can review your account and determine if there are corrections that need to be made. If you are looking for a waiver, that request would be provided to the Board to review at their next scheduled meeting and they would determine from there if any adjustments would be made and you would be notified in writing of their decision after the meeting. 
  
  Sincerely,
  Association Management Services NW

• Initial Complaint

  Date:11/21/2023

  Type:Billing 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 have paid all dues to the *** within the allowed time. Sept payments included the 5th & 28th in the amount of $54.54 each. I was charged $25.00 for an earlier balance of $24.00 that was not associated with the monthly payment. I was also charged $45.00 on the balance of $24.00 to put a lien on my home (registered letter sent to me and the charged me for the registered letter). When the invoices were sent to me they did not show all the payments that I had made. On November 13th I was charged $147.52, this came via certified letter. This amount included the December payment in addition to the fees. December was added even though it is not due for another two weeks. The letter demanded payment in the next 7 days or a lien would be put on my home. I mailed in the payment of $147.52 on Nov. 20th because I don't want a lien on my home for a balance of $24.00. I am worried that my payments are not being posted and there may be fraud on the part of the employees. I am requesting a billing adjustment of $70.00.

  

  Business Response

  Date: 12/14/2023

  Dear ********************* Weve attached copies of the letters you were sent. All assessments when due should be sent to the lockbox if they are being mailed, however mailing time must be accounted for.  The Notice of Intent letter does allow for payments to be directed to our ******** office address as your associations policy has only a 7 day turnaround for the already late payment at that time. Generally, if you are mailing your assessments on a regularly basis, they must be mailed with enough time to be received before considered late to the lockbox or the office location. With mail times taking longer and longer, accounting for physical mail time delays should be accounted for when sending payments. There are other options available to make timely payment, include recurring ACH, one time e-check, and credit card via your associations portal. . There are no additional fees for ACH and e-check. The checks you submitted dated November 1st, 2023 and October 1st,2023 were processed by the Associations bank on November 16th and October 19th. While we understand your frustration, we must follow the collection policy set forth by association and any requested variances from that policy must be submitted in writing and reviewed and approved by your ***** of ********** There is a process in place to ensure consistency to all members. We have several notes in your account that our team has been very communicative with you, but there has also been accusations and unprofessional language directed at our team. A copy of your ledger as well as the letters you were sent have been attached. Your leger reflects the most recent waiver the ***** approved. 

• Initial Complaint

  Date:10/05/2023

  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.

  AMS has not returned emails, text messages, or phone calls. I have requested that stored vehicles on our street be sent letters and be removed. There is very limited parking. These vehicles in question have been stored on our street for over a month. *** said that they are working with the board to resolve this issue. I have checked with the board and they are either not aware of this issue, or also will not return my texts. I just want the vehicles removed and I want AMS to do their job of managing our community. They are very unprofessional and left me on hold for 10 minutes never to come back to the phone.To resolve this issue, I want the vehicles removed from this street. I also want them to communicate to me and the board about what they are doing in this matter!

  

  Business Response

  Date: 10/12/2023

  Dear *****,

  We have notes of several emails and phone calls with you. We currently do not have the ability to text message, so we would not be able to responds to text messages sent to our land line, nor have the ability to receive them. AMS is contracted by the Communitys elected ***** of ********* and takes direction from the *****. AMS does not tow vehicles, that is at the discretion of and managed by the *****. AMS does have the ability to send notices in accordance with the communitys fine and enforcement policy on reported violations when we are made aware of what unit/address the violation is generated from. I am sorry to hear that you were left on hold for so long,typically if the management team is not available at the time of call, our team would transfer that call to the voicemail of the management team, I will review this with our front desk, team to be sure they are following the correct procedure. If there is specific emails you did not receive a response to,please forward those emails so I may research where the communication breakdown is happening and address.