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:02/26/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Neither myself nor several other residents received invoices for the month of January for our HOA dues and emergency assessment. I however still sent a check based on what I had paid in the past on Jan 6th. I then received a bill for the month of February with a charge for "prior balance" and no explanation of what that prior balance contained. I reached out on Jan 28 and asked for an explanation. Since then I have sent 13 emails asking for an explanation. The main office sent one email stating that the local office would be in touch. I received a ledger that explained nothing regarding this charge. Every one of my emails as you can see on the attachment have been civil but this business is completely ignoring me. I want everything in writing with the business as 1) I do not trust their practices and 2) that last time I spoke to the local representative she was incredibly rude and demeaning and there is apparently no-one else I can speak to. Several other residents have expressed the same treatment. I'm happy to pay the bill, but will not blindly had money to someone that won't explain what it is for.
  additionally, our condo complex is apparently not fully insured for fire insurance despite all of the residents paying their emergency assessment last year and this year. This is beyond worrisome. We can't even sell our properties as no lenders will lend according to the panic stricken residents in my community.
  This business is absolutely dreadful. 

• Initial Complaint

  Date:07/20/2023

  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.

  This business is the property management company for our HOA. I have spent the last three months sending numerous emails, phone calls and paperwork through UPS with no resolution. An electronic payment of $265 (April 2023) was sent from my bank Chase to their bank and they will not acknowledge receiving the payment. They accept electronic payments and they have credited my account for two other electronic payments sent. I had Chase Bank run an investigation of the electronic payments and Chase came back and said that all payments were received by their bank. My local Chase branch even called their billing department to tell them the payment was received by them. It does not make sense when three payments are sent electronically and they acknowledge two but not the third and all three payment were sent to the same Payee, Payee Address with my personal account information to be credited to. I have provided proof of electronic payment from Chase numerous times and they will not accept this proof. They want a cancelled check. Electronic payments do not have cancelled checks, they are bank to bank payment transfers. They refuse to even look for this payment, instead they ignore most of my communications. I feel like they are waiting to see if I just go away. Someone needs to do an internal audit of this company as payments are moved around and at first glance it is hard to follow.

  Business Response

  Date: 07/29/2023

  While we understand the owner's frustration we cannot determine where her money is as it was not deposited into the HOA's account. What we can determine is that we do not show receipt of payment. Chase would need to provide proof that we actually received the payment and what bank account the money went to. The screen shots presented by the owner only show the payments were initiated. We do not have anything from Chase showing payments being deposited into a bank account. They have not even provided a trace number. ABM does not process payments. Payments are sent directly to the bank's lockbox. It appears to me that Chase needs to retrieve the money since they can't verify what bank account, they sent the money to because it does not appear in the HOAs bank account. This was explained to the owner and Chase. Chase is the only one that can retrieve it. We made numerous attempts to have owners bank (Chase) provide the bank account they sent the money to with no success. 

  Customer Answer

  Date: 07/31/2023

  
  
  
  
  I am rejecting this response because: ABM Property Management has not gone back to their bank Pacific Western and checked if the bank put it in the wrong "lockbox", just because it was not in the one that is my HOA's account, Mariposa at Plum Canyon, does not mean they did not receive it and it was a clerical error.  ABM Property Management has many "lockbox" accounts, I am attaching the information that comes up when entering them as a Payee in Chase Bill Pay.  I have provided them with the Proof of Payment provided by Chase, they will not accept this. Attaching Proof of Payment provided by Chase again.  I had Chase call them, they will not accepted it. I also provided them with a letter from Chase in regard to an investigation of the electronic payments.  First letter was I asked Chase to look into all three electronic payments, second letter from Chase I had them just look into the missing payment, attaching the findings.  Apparently ABM Property Management does not know how electronic payments work.  Once a payment is sent and received by their bank, it can not be pulled back or cancelled.  Chase informed me that by accepting electronic payments and not applying them correctly, this now becomes a federal offense.  I provided them with the information showing that the payment went to their bank of Pacific Western, to the address that is on my billing statement of P.O. Box 51126, Los Angeles CA 90051-5426, to my account number and the transaction number 16968570981. I have spoken with Chase numerous times and the Proof of Payment they provide shows that the bank to bank transfer was accepted. Two other electronic payments sent in April and May for $216 each have been credited correctly, I am attaching showing all three payments were sent to the same "lockbox", so there has to be an error on their end with my payment of $265 sent in April.  
  
  
  
  Regards,
  
  
  
  L**** ***