GENERAL FAQs
Q1. How do I find the manager for my community?
A. Please call Customer Care at 1+ 858 430 5700, or email
info@aspm-sd.com and we will be happy to provide that information to you. You may also access this information in your community’s web portal.
Q2. How can I contact my management team?
A. You may either contact them through your HOA's website, call ASPM Customer Care at 1+ 858 430 5700, or email info@aspm-sd.com with your address and community name.
Q3. I have a property emergency, who do I call?
A. In case of fire, call the Fire Department and leave the building. If you have a plumbing leak, contact your management team.
Q4. There are some maintenance items around my home. How do I get those addressed?
A. You may submit a Maintenance or Janitorial Request through your HOA’s website, or contact your management team. Your management team will contact you to review your request and schedule the appropriate repair. Sometimes, maintenance items may not be the responsibility of your Association. If that is the case, the management team will assist you in determining the appropriate resolution of your request.
Q5. I need access to my community facilities or parking information, who do I call?
A. You may contact your management team on your HOA's website, call us at 1+ 858 430 5700, or complete a Contact Us request!
Q6. How do I request that a late fee be reversed?
A. Submit your request in writing to your management team with information as to how you typically make your payments. Your request will be submitted to the Board for approval. To avoid late fees, we encourage you to register online with your HOA and sign up for automatic payments.
Q7. How do I obtain a parking permit?
A. Call our office or email info@aspm-sd.com to determine how your community manages parking.
Q8. Will my HOA reimburse me for towing costs?
A. Submit your request with a detailed explanation and the attached invoice to your management team. Your request will be reviewed at the next scheduled Board meeting.
Q9. How do I obtain a remote/FOB or a pool/common area key?
A. These are usually available for purchase from 8 am to 6 pm, Monday – Friday, at the ASPM office for purchase with a debit or credit card. Alternatively, these may be mailed to you after receipt of payment. Prices vary by community.
Q10. How do I obtain a mailbox key?
A. Contact your local mail carrier or post office to coordinate lock replacement.
Q11. Why do I need an Architectural Application, and how do I obtain one?
A. Your HOA’s website provides registered users with access to all HOA forms and governing documents.
Q12. How do I rent my community’s clubhouse?
A. Applications are available to registered users through your HOA’s website.
Q13. How do I determine whether the HOA is responsible for my repairs?
A. The CC&Rs typically determine maintenance and repair responsibility. Your community’s CC&Rs are available to registered users through your HOA’s website.
Q14. Where can I obtain a copy of my HOA’s Insurance Declaration page?
A. Your HOA’s website provides registered users with access to all HOA forms and governing documents.
Community Guidelines and Violations
Q15. Who decides the community guidelines and rules and regulations?
A. The CC&Rs for your Association establish many of the use restrictions for your home and your community. The Board of Directors is empowered to further outline these restrictions through the development of community guidelines and rules and regulations. Additionally, many rules are developed to ensure compliance with local ordinances or requirements.
Q16. How can I get a copy of my community’s guidelines and rules and regulations?
A. Your community's guidelines are available to registered users through your community’s website.
Q17. How do I report a violation?
A. If your concern pertains to rules violations (such as parking, property maintenance, or nuisance issues), please submit your concerns in detail to your management team through your HOA's website. If the opportunity presents itself and you feel comfortable doing so, please consider contacting your neighbor directly. Often, many issues are more easily resolved with a polite, non-confrontational approach. If there appears to be an issue in which the Police Department should be involved, please contact your local law enforcement agency immediately.
Q18. Should I call the police?
A. If you believe there is an issue of personal safety or a property emergency (fire, theft, vandalism), please contact the local authorities. After you have reported the information to the police, please contact us. Clearly, some issues are simply rules violations and the police will not respond. In this context, however, it is better to be safe and rely on common sense.
Q1. Why was I charged a late fee?
A. Assessment payments not
received in full by the late fee date shown on your statement are subject to a
late fee.
Q2.
What are the most common reasons for a late fee?
A. Homeowner is using their bank’s bill pay services are setting the payment date too late or do not include the HOA account number on the check.
B. Homeowner is mailing their check to the ASPM office instead of the Seacoast Commerce P.O. Box.
C. Homeowner is paying the old assessment amount.
D. Homeowner owning multiple units are mailing
one check for all units.
Q3.
Can my late fee be reversed?
A.
The Board needs to approve this request.
The homeowner can submit a late fee reversal request in writing to the
Association’s Community Manager.
·
Requests are reviewed in your
Association’s next scheduled Board Meeting.
·
Any credit approved by the
board will be processed within ten business days
Q4.
When can I expect an approved refund?
A.
Any refund approved by the
board will be processed within ten business days.
Q5.
How can I access my account information?
A.
Homeowners can access account information through the Association’s secure
portal at aspm.cincwebaxis.com by going to Account Info, My Profile.
Account
Information - Access your account history
and balance.
Work
Orders - Submit work orders and check
on their status.
ACC
Requests - Submit ACC Requests and
check on their status.
Access
Association Calendars, Directories, and Documents
Q6. How can I pay my MONTHLY
assessments?
A.
To set up a payment you have 4 options.
For options 2-4, below or to view your current account balance and
transaction history, log in to aspm.cincwebaxis.com:
1.
ACH: (Recommended - Free) Recurring Statement total deducted
from your bank account the 5th day of each month.
Download the form from aspm.cincwebaxis.com; complete it and submit to AccountsReceivable@aspm-sd.com.
Submittals received after the
25th of the month will be processed the following month.
Homeowner ACH requests must
have a completed ACH form and a Voided Check attached to the WO.
2.
e-Check: ($1.99 per transaction, merchant fee) for one-time or recurring
payment options.
3.
Credit Card: (3.35% interest*, merchant fee) for one-time or recurring
payment options.
4.
Seacoast Commerce Bank P.O. Box: Mail-in check and stub payable to your
Association. Include your account number in the memo line.
Multiple
units in the same HOA require separate checks for each unit and must include
the account number in the memo line of each check.
Q7.
How can I pay my SPECIAL assessments?
A.
To set up a payment from options 2-4, below, or to view your current account
balance and transaction history, log in to aspm.cincwebaxis.com:
1. ACH: (Recommended -
Free) Recurring Statement total deducted from your bank account the 5th day of
each month.
Download the form from aspm.cincwebaxis.com; complete it and submit to AccountsReceivable@aspm-sd.com.
Submittals received after the 25th of the month will be processed the following month.
Homeowner ACH requests must have a completed ACH form and a Voided Check attached to the WO.
2.
e-Check: ($1.99 per transaction, merchant fee) for one-time or recurring
payment options.
3.
Credit Card: (3.35% interest*, merchant fee) for one-time or recurring
payment options.
4.
Seacoast Commerce Bank P.O. Box: Mail-in check and stub payable to your
Association. Include your account number in the memo line.
Multiple
units in the same HOA require separate checks for each unit and must include
the account number in the memo line of each check.
Q8. How do I pay for Clubhouse Rental, Fobs, Keys, Parking passes?
A. Payment for these amenities is required before receiving them. Log in to aspm.cincwebaxis.com to make your payment by credit card or e-Check.
Q9. Where do I mail my
Assessment payment?
A. (Association's Name)
c/o Seacoast Commerce Bank
PO Box 981210
West Sacramento, CA 95798-1210
Please make your check payable
to your Association and include your HOA account number on the check.
Q10. Where can I find my
account number?
A. Your account number is
printed in the upper righthand corner of your billing statement (Example: 1129
– 12345, viewable in the Association’s
secure portal at aspm.cincwebaxis.com).
Q11. Why hasn’t my payment
been processed?
A. Checks mailed to the Seacoast Commerce P.O.
Box MAY TAKE UP TO 10 BUSINESS DAYS for processing. Please plan your mailing date accordingly to
avoid late fees.
B. If your payment does not
appear on your account history after 10 business days please email proof of
payment to AccountsReceivable@aspm-sd.com. This includes a copy of
either the front and back of your canceled check or your bank’s proof of
electronic payment.
Q12.
How can I update the names on my account?
A. Please send the updated name
request with a copy of the current recorded deed to support the name changes on
the account to AccountsReceivable@aspm-sd.com.
Q13. How can I update my
mailing address?
A. To update your mailing
address please contact your HOA’s property manager.
Q14. How can I update my
phone or email address?
A. You may update your phone number or email
address in your account at aspm.cincwebaxis.com by going to Account Info, then
My Profile.
Q15. Why didn’t I receive my
statement?
A. Contact your HOA’s property manager to verify
your account information is correct.
Q16. How can I get a copy of
my statement?
A. You may obtain a copy of
your statement by emailing your HOA’s property manager.
Billing Statements are sent via email or US Postal mail on the 10th day of the month for the next month’s assessments.
Unprocessed payments may not be reflected in the Statement balance. Remit payment for next month if the current month's assessment has already been paid.
Homeowners are encouraged to
select e-Statements in their web portal account settings to save you time and
save the Association the cost of mailing statements.
Q17. Why am I not receiving
a return envelope with my statement?
A. The material cost to the Association would require an increase in monthly assessments to continue the practice of mailing return envelopes with statements. This was concluded after an analysis of how homeowners are paying their monthly assessments, which was found to be that approximately 75% of homeowners pay using ACH automatic withdrawal or online payment options.
You are still welcome to pay
using a paper check, or bank bill pay, by mailing check and statement stub
payable to your Association. Include your account number in the memo line and
allow 10+ business days for processing and posting.
Q18. Can I request a payment
plan to pay the delinquent balance on my account?
A. The Board needs to approve
this request. You may submit a request in writing by emailing your HOA’s
property manager, including a proposed payment plan. Your request will be
reviewed in your Association’s next scheduled Board Meeting. You will be
notified of the Board’s decision in writing within 15 days of the meeting.
Q19. How
do I obtain a copy of an HOA document?
A. You may download a copy by visiting your Association's web portal at aspm.cincwebaxis.com. If you cannot locate or download a specific document on the website, please contact your HOA’s property manager.
c/o ASPM - San Diego
9340 Hazard Way, Suite B2
San Diego, CA 92123
Phone : (858) 430-5700
Email : Info@aspm-sd.com
Managed by ASPM-San Diego