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:03/17/2025

  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.

  during the month of January, a call from the treasure of the **** informed of there being an extremely high balance estimating $6000-$7000. Within this amount it was stating there hadn't any monthly association dues paid since September of 2024. I was informed that $4057.20 was due from replacing the roof from hail damage that took place 08/2023. That correspondence wasn't sent to the address that was on file. met with the property management on January 27th, 2025, provided with a payment of $4057.20. To this date, now updated the billing address twice, once in person and the other one via phone calls. I researched my records and had receipts for previous payments I was able to locate documentation of where the monthly association had been paid. I also chatted and met with the property management at Gassen and provided him with the documentation of payments. I followed up with my financial institution and ********************* to be informed of neither payment had been cleared. I had to pay a stop payment on all payments and have them reissued. I have recently received documentation from the management company saying the case is now in collections and I'm having late fees and attorney fees. I have requested for the fees to be removed and were told only the late fees could be removed. followed up with the president of the *** and was told that he was able to see that some of the payments paid are going towards the attorney. which in the bylaws clearly state all payments should be paid toward association fees. The property manager met with the property manager requesting for the late fees/ attorney fees to be removed and was told no. The *** president requested documentation of the amount owed and hasn't received this from the property manager. Last week received an email from the property manager stating i should follow up with the assigned attorney and amount that's needing to be paid by the 18th, of March demanding payment or foreclosure.

  

  Business Response

  Date: 03/24/2025

  There have been several requests on our part to obtain copies of the checks and to date we have not received them.  However, we did ask the board of directors to remove the owner from collections and they agreed even though the current outstanding balance is $1,963.60 as of today. 

• Initial Complaint

  Date:07/05/2024

  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.

  When I bought my condo on 6.21.2024 and signed all the paperwork. The Sunday which would of been 6.23.24 I noticed that there was water leaking in my utility room. When I looked up on the ceiling, I noticed the water was coming from the upstairs condo. Went upstairs and told her about it and so she shut off the A/C unit. On Monday I called the Gassen *** company, and someone was going to call me about the issue. ***** called and said he would call me back in an half an hour and there was no leak because the upstairs didn't start the a/c and so ***** stated will then the problem is fix and it consider a non-emergency. I explain well who is going to fix my ceiling and make sure this doesn't happen again. Will the *** president will get a hold of you which is the person I bought the condo from. Called for 4 days and left messages and no return call. On 7.3.24 came home and there was a leaking and called the non-emergency line again. Someone will be out and look at her unit which is upstairs from me. In the disclosure there is nothing about water damage and my homeowner insurance has also try to get a hold of the *** because they should be responsible for this and not just put a bandage on it. I feel the owner of this condo and the president that own it fraud me because again there is nothing in the discloser about any leaks and the more, I look at the ceiling where its leaking there has been some issue. I would like some money back to fix the damage inside my utility room since I can't get anyone of the *** people to come and see what has happened to the condo. It hasn't even been 30 days and I reported this incident the first time 2 days after the closing and still no response. I have written emails after emails and no response to a **** who ever she is. I want something done with this *** and who runs it because it's bad. The lady upstairs was also mis lead on her condo, and she will be writing a complaint as well. WE DESERVE AN ANWER TO WHY LEAK WAS NEVER DISCLOSE

  

  Business Response

  Date: 07/08/2024

  The initial call came in on 6/24, the caller hung up during the discussion, however we informed them of what needed to be done.  The second call came in on 7/3, again the caller was very aggressive with our technician yet we informed them of what needed to happen and that we weren't able to break into the above unit for a minor leak. We contacted the owner above and informed the caller they were coming onsite to correct the leak.

  Regarding the disclosure on the sale of the unit, that is a discussion for the real estate agents involved in the sale. If there was water damage to the unit, the previous owner is required to disclose that in the real estate documents. 

  Regards, 

  
  

  Customer Answer

  Date: 07/09/2024

   I am rejecting this response because: when I did call I talked with a gentleman and he stated that someone would call me. ***** did call and asked if water was leaking and I said no because the upstairs person shut the water off. I was never rude or aggressive in the phone call but confused why none of your agent called me back- I also left a message to the regional manager and never got a call. The realtor or agent is the one that owned the condo and is the president of the *** so they did commit fraud and the *** president works for you so explain how that isnt fraudulent on the *** part to not mention that in the disclosure? When one of your agent tells me to leave a message and I never get a call back after I move in thats bad customer service on top of the president that is the *** that doesnt put the disclosure as water damage before. 
  
  
  

  

  Business Response

  Date: 07/11/2024

  The requirement is for the seller and sellers agent to disclose this on their disclosure.  The management company often doesn't have information pertaining to the inside of the units. 

  Customer Answer

  Date: 07/11/2024

   I am rejecting this response because: The seller is the owner and president of the **** I have made a claim to my insurance company and they will do a thorough investigation because water was leaking not once but twice in June and July. If there was water problems in the past it should have been disclosed and you as the owner and president of the *** would have disclosed that in the paper work. 
  
  
  

• Initial Complaint

  Date:05/02/2024

  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.

  During 2020-2021, Gassen notified residents of ***************** about the potential condemnation of townhome decks. Subsequently, it was confirmed that significant deck replacements were necessary. Residents were informed that loans were required, pending a vote. During the *** meeting, concerns were raised regarding the selection of a Gassen-affiliated business to handle the project without obtaining other quotes. Despite assurances, residents did not receive detailed bills following the completion of the deck project. Assessments, ranging from $6,000 to $21,000, experienced considerable increases, alongside an $85 raise in the *** fee. Transparency and clarity regarding these fees are notably absent.As a resident of over 15 years, I find myself being assessed $7,000 for large decks, despite having a smaller one, without any receipt or explanation provided. I assented to the assessment based on alternative quotes, which were disregarded. Furthermore, I am concerned about the allocation of the *** fees and the absence of meeting minutes from previous gatherings.

  

  Business Response

  Date: 05/06/2024

  I fully understand the frustration with being assessed for this project, however the project needed to be completed to avoid the decks failing or resulting in the injury of homeowners.  ********* indeed received estimates from other contractors and choose Gassen Construction & Maintenance for the project.  The project came in under budget and on time, successfully bringing the decks into compliance and safety for everyone at the ****************** ********* of directors approved every invoice and we are happy to provide those to any homeowner who requests them.

   

  Sincerely,

  **** Gassen 

  Customer Answer

  Date: 05/30/2024

   I am rejecting this response because:
  
  I read the response from Gassen and it is not correct. The board told us they did not get any further quotes, only one. Also, they did not check every deck so they could not make determination that all decks needed to be replaced. I have a small deck and it has not been replaced. 
  
  Thank you,
  
  ******* Little
  

  
  

  
  

  

  Business Response

  Date: 05/30/2024

  The board did receive other bids, each deck has been replaced or repaired per the approved scope of work and the entire project came in under budget.  I wish there was something I could say to make this client feel better about the project, the overall project was a major success and owners can use their decks safely. 

• Initial Complaint

  Date:10/12/2023

  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.

  We are having an issue with regards to a maintenance request that we placed with the *** Managment Company on 10/1/23. Timeline:On 9/29/23 we had rainstorm with large amounts of rain On 9/3023 we noted to have water in coming in the basement in the electrical/furnace/wash room from the ceiling On this same day we connected with a plumber and he was coming on 10/1/23 On 10/1/23 the plumber asked us how much rain we just received and stated that he did not feel that there was any leak and that the rain was coming from the roof thru the ventilation pipe for the drains.We them submitted a request thru the Gassen portal on 10/1/23 at 10:29 a.m. and the request# is 19513-1 On 10/2/23 we were informed by email from ***************************** at 12:03pm that she would get this scheduled with a roofing vendor.On 10/4/23 we had not heard anything from them and I called ************ at 1pmand was asked to leave a message for ****** which I did and then I also emailed her at 335pm.On 10/6/23 we still had not heard from them and I emailed ****** again at 749am and then called at 114 pm and was told by the person answering the phone that ****** had been out all week and that she was in today and that she would get a message to ****** to check into this ASAP.On 10/9/23 still had not heard anything, therefore I called again I asked to be transferred to a manager of ****** that I could speak to, again was sent to a VM which I left a detailed message and requested immediate response. I also on 10/9/23 at ****am emailed ****** again I called again at 149pm was told this would get escalated and that they have 24 hours to return calls I stated well it has been over a week so you are past that,.On 10/10 no contact, I called again, was told it was being escalated to the Director if no call in 24hrs to call back, further escalation to the President.On 10/11 no contact I called received the answering service during regular business hours I left a message.

  

  Business Response

  Date: 11/02/2023

  Thank you for sharing your concerns, I will personally look into getting this addressed for you.  Please accept my apologies for the delay in response. 

• Initial Complaint

  Date:06/27/2023

  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.

  They have placed a lien against my property and refuse to return phone calls or messages from me and my insurance company to get the issue resolved. They are threatening foreclosure and I cannot get anyone to respond to me or my insurance company so it can get resolved.

  

  Business Response

  Date: 07/10/2023

  If you are being foreclosed on due to non-payment of your association fees, please contact the attorney listed on your paperwork and they will assist you through the process.

   

  Thank you. 

  Customer Answer

  Date: 07/10/2023

   I am rejecting this response because:  They have admitted they were wrong and I have a letter of apology from them for their lack of handling this case properly and sending foreclosure letters they should not have  Talk to *********************** at Gassen and she will tell you they were completely wrong and did not do their job acceptably at all
  
  
  

• Initial Complaint

  Date:06/06/2023

  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.

  Paid all fee's in Feb 2023 shpuld of brpught my remaining balance to zero. They charging me for an extra month *** refuse to tell me which month they are charging me. *** sent all bank confirmation numbers to property manager and she still refuse to tell me why they are charging me for an extra month.

  

  Business Response

  Date: 08/07/2023

  After reviewing their ledger, this client missed their May 2023 payment, then were charged their June 2023 payment.  They have since paid and have a small balance of $36.00.  This appears to be an oversight on their part.

   

  **** Gassen

  CEO

  Gassen Company, AAMC

• Initial Complaint

  Date:04/03/2023

  Type:Customer Service 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.

  Last summer homeowners in my association were notified with only a couple weeks notice that our roofs were to be replaced. After construction began we were notified that an insurance claim had been filed and each homeowner was being assessed a large amount of money (for me over $12,000) and we needed to file claims with their individual insurance companies. At that point I learned due to someone at Gassen Management telling my insurance agent, when he contacted them to confirm what coverage I needed, that I did not need to carry Loss Assessment coverage. This information was incorrect and because of this I was not able to collect on the vast majority of my claim. When I tried to discuss the issue with ***** at Gassen Management, I was flat out told that no one in their office would ever have given us incorrect information. Further attempts at conversations were also fruitless. I then contacted the association president, who I thought was initially trying to assist, but when I later tried to contact him again he didnt return my call. In both my most recent attempts to contact the association president and emailing ***** at Gassen I asked about how I could file a formal appeal to the association, but those questions have been ignored by both parties. So at this point I have not been able to appeal to the association and feel that any further attempts I make will either be ignored or dismissed.While the association board and management company may not have actually broken any bylaws or regulations, their lack of communicating with the homeowners or giving us any voice before proceeding with a project that would result in a huge monetary burden to us, and then refusing to give any consideration to my situation has been handled extremely poorly and unprofessionally. Given my treatment I would caution anyone who is considering buying a home with an association managed by Gassen Management to look elsewhere.

  

  Business Response

  Date: 04/24/2023

  Our staff is trained on how to respond to insurance concerns regarding HO 6 and loss assessment policies.  It is the duty of the homeowners insurance agent to review loss assessment coverage with their clients.  Gassen also sends correspondence out to all homeowners informing them of the need for loss assessment coverage either when the master policy renews and/or with the annual meeting notice.  While I understand this is an unfortunate situation, neither Gassen or the ***** of ********* is responsible for the homeowner not having loss assessment coverage.  Furthermore, a homeowner cannot obtain loss assessment coverage to use on a claim that occurred prior to having the coverage.  

  Customer Answer

  Date: 04/30/2023

   I am rejecting this response because:
  I want other homeowners to know that blindly trusting the management company and association to work in the best interest of the home owners is not always a guarantee and in this case the lack of disclosure was unprofessional.  In response to Gassen's statement that it would not have mattered if I new earlier in the process, that is not true in my case.  I was told by the insurance adjuster for my claim that the date of they looked at was the date the association notified me of the assessment.  So, had they been transparent of the intent to file a claim and replace the roofs earlier in the summer, I would have had the opportunity to question the assessment and my coverage.

  ****