ComplaintsforAssured Association Management, Inc.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This complaint is regarding ******** Estate HOA run by Assured Management **** Our rates went up by $50 without a vote but thats not true issue. They have strong armed neighborhood by fraudulent measures.

  Business response

  04/03/2024

  As the management company, Assured Management works upon the direction of the ***** of ******************* assessment amount is determined by the ***** of ********* and does not require a vote from homeowners as stated in Section 6.01 and 6.03 of the associations Declaration of Covenants, Conditions and Restrictions. Section 6.03 is below. I have attached this page for easy reference. You should have received a full set of documents at the closing of your home, or the full document is available for review on the associations website - *************************************************  

  6.03 Regular Annual Assessments. Prior to the beginning of each fiscal year, the ***** will estimate the expenses to be incurred by the Association during such year in performing its functions and exercising its powers under the Restrictions, including, but not limited to, the cost of all management, repair and maintenance, the cost of providing street and other lighting, the cost of administering and enforcing the Restrictions, and will give due consideration to any expected income and any surplus from the prior year's fund. Assessments sufficient to pay such estimated net expenses will then be levied at the level of Assessments set by the ***** in its sole and absolute discretion, and the *****'s determination will be final and binding so long as it is made in good faith. If the sums collected prove inadequate for any reason, including nonpayment of any Assessment, the Association may at any time, and from time to time, levy further Assessments in the same manner. All such regular Assessments will be due and payable to the Association annually on or before the first day of the month at the beginning of the fiscal year, or in such other manner as the ***** may designate in its sole and absolute discretion. 

  The annual budget, approved by the ***** of *********, as well as monthly financials are also published on the website for your review.  

  If you would like to share your concerns with the ***** of *********, you may attend the next ***** meeting. The date and time of meetings are posted on the associations website. Please contact our office should you have any further questions or concerns.

  Thank you,
  Assured Management, Inc.

• Initial Complaint

  08/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This complaint is with regards to to HOA assessments late fees for the mid year dues in July 2022 and July 2023. For the first assessment (July 2022), I had pre-paid the assessment half a year earlier. However because of a $15 increase, I had a $15 balance and was subsequently charged $30 in late fees. The bill was sent to my tenant and not to my residential address. Once my personal property manager forwarded me the bill, I paid it immediately. I had also submitted the tenant information form, which included my residential address shortly after closing in 12/2021, so the HOA/PM had knowledge of my address. Since I have not changed my primary address since closing on this investment property, I didn't see a need to fill out a "Mailing address update form", which *********************** at Assured Management insisted was required (Despite it not being written anywhere in the Governing Documents). Numerous phone calls notwithstanding, there have been 55 emails back and forth attempting to resolve this situation since 9/2/2022 to no avail.I was again charged a $15 collection fee for being $40 over due for the July 2023 assessment.Check #******** from **** of America for $40 was cashed on 6/9/2023, but not credited to my account. Had that been done, I would have had a zero balance. I have yet to receive a response to my email sent to July 21, 2023 detailing this issue.Seeking to get a credit of $30 (July 2022 collection fees) and the $15 (July 2023 collection fee) waived. Thank you,*********************

  Business response

  08/15/2023

  **************,
  Our apologies you have not been satisfied with our service. I have reviewed your account and was able to locate check #******** for $40.00. This payment was corrected to reflect on your account. The collection fees assessed to your account after the payment was received on June 8, 2023, have been reversed. I will email you an updated ledger to the email address on file. We appreciate you bringing this to our attention so that we can rectify the error. Please contact our office at ************ if you need further assistance.
  Assured Management, Inc. 

  Customer response

  08/18/2023

  Thank you for resolving the more recent 2023 H2 payment recording.

  However, I'm still expecting a $30 credit in the ledger to refund the late fees from 2022 H2 dues for the reasons mentioned in the original complaint.

  Thank you,

  *****

  Customer response

  09/05/2023

  Hello, Just checking if the business received my latest response. It has been 3 weeks. Thank you!

  Business response

  09/11/2023

  **************,
  We cannot remove the $30.00 in collection fees from your account.Payment was due 7/1/2022 but not received until 9/6/2022. All notices are sent to the property unless we are notified of an alternate address. Your home was purchased in November 2021. We did not receive notice from you to update your mailing address until September 2022.  You may submit an email to the board of directors to request they waive and refund this amount.  The email can be submitted to your account manager at *********************************
  Thank you,
  Assured Management, Inc.

  Customer response

  09/13/2023

  I am rejecting this response because:   

  Original letter to board was made on 9/2/2022. *********************** mentioned that she'll submit another request on 5/17/2023. But I have not heard results from the resubmission.

  Main points of contention:

  - Fees were 200% of what was unpaid, since I pre-paid the *************** for the year (short of the new increase).

  - *************** statements were mailed to my tenant, not to me, and I paid as soon as I was notified.

  - My mailing address was submitted with the tenant information form at the time of purchase and known to the HOA. 

  - No specific language in the governing documents mentions that my owner address in the new tenant form is insufficient to notify PM of the remote owner's address. Since I have not moved, there is no logical reason why I would fill out a change of address form or know to do so.

  Would appreciate graceful adjudication from the board on the merits of these points.

  Thank you,

  *****

  Business response

  10/03/2023

  **************,
  

  Please see Section 21 of the Resale Certificate provided at your closing - 
  

  MAILING ADDRESS.  After purchasing, it is the responsibility of the Buyer to notify the Association of Buyer's name(s) and correct mailing address.  The warranty deed serves as evidence of purchase but does not serve as notification of the Buyers mailing address.  The Association will use the physical address of the property for all correspondence to the Buyer until notified in writing from the Buyer of an alternate address.  Failure to receive invoice does not waive obligation to remit payment on time.
  

  It was your responsibility to contact the association to ensure your mailing address was correct. Your account has now been updated, the payment posted in error was corrected and two collection fees were removed due to the posting error. Your balance is currently $0.00.
  

  Future invoices and statements will be mailed to your updated address. Should you need further assistance, please contact our office directly.
  

  Thank you,
  Assured Management, Inc.

  Customer response

  10/04/2023

  Hate to beat a dead horse, but you did have my residential mailing address when I submitted the tenant information form. Please see my original complaint. My address is right there on top of the Tenant Information Form under "Homeowner's Address", that was submitted shortly after closing. The *** had my address!! It's a management process problem that you did not document my address. I was also under the impression that I had pre-paid for the entire year. A notice sent to the correct address would have easily cleared up this oversight of a $15 balance. 

  Business response

  10/11/2023

  **************,

  The Tenant Information Form does not request or authorize our office to change your mailing address for the property and is not sufficient notice.
  

  You may contact your Community Manager or Account Manager to request to be placed on the agenda to speak with the ***** of ********* at an upcoming meeting if you would like to request additional fees to be removed.
  

  Your balance is currently $0.00 and future invoices and statements will be mailed to your updated address. Should you need further assistance, please contact our office directly.
  

  Thank you,
  Assured Management, Inc.

  Customer response

  10/13/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I'm filing my complaint on Misty ********* Misty mailed two violations letters to me. On June 23, 2002 and July 8, 2022. The house on the violation is not my house. The HOA placed my name and address on someone else's house violation. I emailed the Mayor of Mesquite, Local Dwelling, and my Council Woman. I sent numerous emails to Misty to please correct this. Instead, Misty mails me on July 8, 2022 a "Notice of Violation. I emailed Misty the pictures of my house. That clearly showed on my photo my address "****" in front of my home. Again Misty did not email me a apology on the HOA mistake. I will seek legal action, if they fine me for their mistake. I want the HOA board to actually come to our neighborhood. Walk in front of my house "********************. Have both copies of the violations Misty mailed to me. And see that my house is not the picture on the violation. Assured Management, Inc. does not communicate with the homeowners. Misty has not sent a written apology as of July 27, 2022. This HOA made a mistake but, yet no one will correct this mistake. I want Misty supervisor to take the violation Misty mailed to me. And to drive in front of my house, holding both violations Misty mailed to me. Hold up the violations and look at the house on the violation letter. Then, look at my house and explain to me why did Misty send me two violations? The house on the violation is not my house. My owner is furious about this major error the HOA made. Also, I'm furious that Assured Management, Inc. is not taking responsibility to admit they made a mistake. The Assured Management once they send two violations. They send you a fine letter, if that happens I will take legal action against Assured Management, Inc and Misty ********.

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/08/10) */ We strive to provide excellent customer service to all our clients. Our apologies you have not received this experience from our office. After further research, we confirmed you did receive a violation that was not intended for your property. We are truly sorry for this error. The violations have been closed and noted they were issued in error We've also explained to our team members the importance of verifying property information should the property location come into question in the future. Assured Management

• Initial Complaint

  07/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been fined 3 times so far because of not having shrubs. I have emailed and call. I talked to Misty ******** Associate Community Manager and asked is there and amount of shrubs & if it mattered the area of the shrubs. She was absolutely no help with this. She just told me its the city that says I need this. I have other homes in Dallas and have never had a problem with the city. I just need to know what will stop getting me fines. I looked around my neighborhood and there are lot of houses with no shrubs so I cant even go off of that. At this point I feel like I'm being singled out or this is a way for the HOA to make money. Even some of the yards of the month on the HOA website doesn't have the shrubs I am being fined for.

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/07/26) */ Contact Name and Title: Brandy **********, ***** Contact Phone: XXX-XXX-XXXX Contact Email: **********@assuredmanagement.com We strive to provide excellent customer service to all our clients. Our apologies you have not received this experience from our office. After careful review of your account and the association's governing documents, the fines assessed to your account have been reversed. We will email you an updated statement for your records along with information on what is required to bring your property into compliance. Brandy ********** Executive Business & People Administrator

• Initial Complaint

  01/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/02/2021, Assured Association have illegally withdrawn $158.59 from my checking account. I sold the property in June of 2021 and HOA fee for that property continues to be deducted from my personal checking account. I reached out to Assured association number of times via email and via phone, but they have not solved the problem and issued my any refund. They have now stopped responding to my phone or emails. Its been 2 months and I have not way to get this resolved. The assigned property manager are Bill Harrington and Jessica Soto, with whom I've been trying to communicate but to no avail. Community Manager - Bill Harrington XXX-XXX-XXXX ext. 106 / ***********@assuredmanagement.com Account Manager - Jessica Soto XXX-XXX-XXXX ext. 111 / *****@assuredmanagement.com Bank Trace of Withrawal: 12/02/2021 Withdrawal Assured Associat / TYPE: RESIDENT CO: Assured Associat %% ACH Trace XXXXXXXXXXXXXXX Old Account number associated with assured management (now disabled ) : XXXXXXXXXX, Old property address associated with assured_management account: ************************* TX XXXXX. Please help arbitrate with this company and resolve my issue.

  Business response

  03/02/2022

  Business Response /* (1000, 5, 2022/02/04) */ A refund of 156.64 was processed on 2/1/2022 via ACH. Homeowner should see this refund within 1-2 business days if not already received. The recurring payment was established by the homeowner with PayLease. While the owner no longer had access the association's website, it was the owner's responsibility to contact PayLease to cancel the automatic payment. The recurring payment has been stopped so no further payments will be processed. I was able to locate the email you sent our office on 12.9.21. Our apologizes your request did not receive a prompt response in order to handle this issue in a timelier manner. Should you not receive your refund or if you need any other assistance, please contact our office at XXX-XXX-XXXX.

• Initial Complaint

  12/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* Ridge Owners Associations, Inc. aka Assured Management, Inc. were contacted weeks in advance of our closing and asked to provide paperwork to the title company but as always there is no response Assured Management, Inc. they out can send things Holiday Decorating Contest Is Here!!! - Dec 23, 2021, I received this at 11:17 AM this morning but they do not return phone calls, voice messages, email etc. We are now looking at a delay in closing due to their neglect and lack of Assured Management, Inc. of not wanting to do their job, we have moved out of our home facing a possibility and not having a place to stay after two weeks we are to close this week they had advance notice to respond to title company. If we must pay for a place to stay, we are seeking compensation for their neglect in this matter and all losses in our transaction.

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2021/12/22) */ We request this case be closed and removed from our record. The resale request was received on 12/2/21 for **** ******* Drive. It was completed and returned on 12/6/21 and then again 12/17/21. Please see attached emails from Michelle ******** Escrow Support Specialist and Jonathan ******** SOU Setup Associate Manager recognizing that the documents were received by their office - early than was expected. No rush fee or additional cost was associated with our office returning the documents sooner than the normal turnaround time. We understand the owner may be frustrated if there is a delay in their closing; however, the delay is in no way the responsibility of Assured Management, Inc.

• Initial Complaint

  10/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The rules are selectively enforced. The hoa rules are that the trash bins are not allowed to be left outside. my neighbors on one side left their out for 6 months before I called the city and an enforcer came out and let them know it was unsanitary and they needed to remove it. throughout the 6 months I was in constant contact with the hoa and the neighbors and nothing was ever accomplished. now neighbors on the other side have their overfilled trash and trash bags on their side. HOA has not responded to my emails about the situation. it has been over a month now.

  Business response

  12/13/2021

  Business Response /* (1000, 7, 2021/10/28) */ The association's governing documents (rules) are enforced consistently. There are restrictions put in place by the governing documents and state law that limit what the association can physically do to influence an owner to rectify a violation. We understand this can cause frustration as owners may believe an issue is not being addressed, when the association is sending notices and accessing fines as allowed. We can't discuss specifics about other owner's accounts; but please know we are addressing violations in the community. In 2021 alone, there have been 144 violation letters issued for trash cans being stored improperly. I do see you have been in contact with the Community Manager in the past few weeks and have been able to get your questions and concerns addressed. Consumer Response /* (3000, 9, 2021/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I see the company still does not accept responsibility for their lack of action. As I explained before, one of my neighbors had their overfilled trash bins outside for 6 months with me constantly contacting HOA about it. Until the city was contacted, the city sent someone the next day and the trash bins were finally removed. Now, the neighbors on the other side, their trash situation was way worse with open bins and several trash bags next to it. I contacted HOA about it and I never heard anything back. So after contacting the city once again and talking to the homeowners, that situation was resolved. I want to make it clear that the HOA had absolutely nothing to do with any of these situations being resolved.

• Initial Complaint

  07/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Earlier in this year, I believe March, our community bank of mail boxes were replaced because it was crashed into it. Since then I have had a jammed mailbox door that was extremely hard to open and is now completely non functioning. I have explained that the key turns the lock, but I am just unable to get the box door to open. I have filed multiple complains with the local USPS office located at 1012 W El Dorado Pkwy, Little Elm, TX XXXXX, the latest on 7/8/21 on request XXXXXXXX. The Postal manger at this location Jeana ******** who used to be my mail carrier is fully aware of the issue, but so far not helpful. She referred me to the HOA Assured Management for a resolution. I have been in contact with Anita ******* via e-mail: ********@assuredmanagement.com, who wrote: Sorry for the delay in reply I have had difficulty in identifying who needs to be contacted for the repair. She requested a video of me not being able to open the mailbox door. I sent this and still no resolution.

  Business response

  09/13/2021

  Consumer Response /* (2000, 6, 2021/07/16) */ The issue has finally been resolved, thank you may close this complaint

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