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:03/24/2025

  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.

  Cap Management took two payments and never refunded the $14,831.89 of over payment. We have requested a refund several times and they said they would ACH, that was over 20 days ago and now they said they are sending Via check but would not provide where it was sent or a check #. Those funds are needed to finalize an adoption we are processing and we will not be able to finalize it we do not receive. Every time I call I speak to ***** in their AP/AR department and she does not provide truthful information. This has caused us serious financial and emotional duress

  

  Business Response

  Date: 04/05/2025

  Hi *******,

  You made two payments, one on 3/6 and the other on 3/7. (See attached ledger).

  We refunded your overpayment by check on 3//21/25.  If you did not receive that check back please let us know.

   

  Respectfully,

  ***** *******, Owner/Founder

  CAP Managment

• Initial Complaint

  Date:03/28/2024

  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.

  My Bathroom ceiling is damaged due to water coming through my bathroom ceiling From the units above **** have had this Problem for a long time and I am being ignored by the management company. They sent a plumber out to find the leak and it was determined that it was coming from the unit above me 143. The plumber cut holes in my ceiling and covered it with plastic and left. It has been this way for months now and when I call or text Cap Management they are not answering or responding. All I want is for my Bathroom ceiling to be repaired

  

  Business Response

  Date: 04/03/2024

  Hello ******* - Long time no see!

  As you know, in a **** a water intrusion issue is from one homeowner to another.  You each own your units and have to work with each other.  The **** and CAP Management represents the *** is not responsible for unit to unit water leaks.

  If you plumber determines that this leak is caused by an *** line, of course, we will take it to the Board.

  Unfortunately, this is not an *** line, but an issue to work through with your upstairs neighbor.  The leak came from their unit and they are responsible for the damage caused..  We as the management company and the *** have no control over individuals here.  Please go ahead and knock on the door upstairs, explain your problem, and they will help you.

  If there is no response from above, you could file an insurance claim, and then your insurance company could go after the insurance of the unit above.  But since this is not an *** line, the ***'s insurance will not take the claim. 

  If you need to talk through this issue, I am happy to discuss it  with you

  Respectfully,

  ************************* CEO

  Customer Answer

  Date: 04/12/2024

  This has been an ongoing issue for years in my unit, either water coming through my ceiling from 142 and or 143, I am on the ground level in 141 and catch all the ****.********************* the Relations Coordinator had Premier Plumbing come out 2 months ago and they cut holes in my Ceiling to find the leak and it was determined by Premier Plumbing that the water was coming from unit 143 and they made the necessary repairs in that unit. Water was still coming through my Ceiling after 143 made their repairs so they had the Plumber come out today April 12th and found that unit 142 had a leak under her bathroom Sink and the Plumber Showed me what he found in 142 and it was determined that the water was coming from 142..The Property Manager ***************************** said that he was going to intercede in the Matter because both units were not cooperating with the Plumber to coordinate everyone being home to find the leak. My ceiling has been covered with plastic for over three months and I am just asking to have my Bathroom ceiling repaired after 142 fix her Plumbing issue.

  Customer Answer

  Date: 04/12/2024

  Cap Management ************************* responded to my complaint like he met me before, long time no see. This man has never reached out to me or answered any of my text or emails.or phone calls. Matter of Fact they have ignored all my contact regarding any issue that I had in the past up to this present date

  Customer Answer

  Date: 04/15/2024

  Premier Plumbing came out on the 12th after finally getting the two units above me to cooperate with the plumbing Company. It was determined that 143 had fixed their Problem in there Bathroom causing water to come down through my Bathroom Ceiling.It was also determined that 142 was now the Problem. He showed me the leak under her Bathroom Sink from a leaking Pipe and that it was coming down through my Ceiling. The Property Manager ***************************** told me that because of the two other units above me were not cooperating with the plumbing Company that he would intercede in the matter. ********************* Relations coordinator had the plumber come out in the Beginning of this and he cut holes in my Bathroom Ceiling and found the leak in 143. My Bathroom has been the same ever since. No one is doing anything to assure that the problem in 142 is repaired and have my bathroom Ceiling Repaired . This has been an ongoing problems over the years and Cap Management is ignoring me. They ignore my calls, my Texts and being a Senior Citizen should be treated with Respect after living here for 22 years

• Initial Complaint

  Date:08/01/2023

  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.

  They hired a plumber on March *************************** my condo. There was no prior communication about the issue whatsoever and the only notice I received was a phone call from the plumbing company to schedule the technician, so there was no opportunity for me to look into the problem beforehand (I happen to be a plumber myself). The following day, March 30, I met with the plumber and, after finding the problem, he led me to believe CAP would cover the repair cost since the damage was inside a wall and he told me he would be sure to note in his report no negligence on my part. Didnt hear anything else on the matter for two months, then suddenly I get a nearly $2,000 charge on my account to pay for what shouldve been a $300-400 repair. After attempting to contact CAP by phone on June 23 and receiving no response or call back, I emailed the management team on June 27 to convey my frustrations with how the situation was handled and asked if they could contact the plumbing company to negotiate the bill. They tried to tell me that the neighbor below me had reported the problem previously with no action taken by me and thats why they hired the plumber. This statement was false as I never received any sort of notice or communication regarding the issue prior to the March 29 phone call, but CAP did agree to my request saying they would reach out to the plumbing company to ask about lowering the bill. Two weeks later (July 14) I hadnt received any update, so I sent another email and have received no response to date. This has resulted in late fees being added to my account because the way their online payment system is set up, I cant pay my monthly *************** without the plumbing bill being settled. I attempted to call their accounting department on July 27 and left a voicemail requesting a call back. It is now August 1 and there has still been zero response from them.

  

  Business Response

  Date: 08/03/2023

  Could you please send me your name and address?  I am unable to find out which HOA you live at and I cannot help without that information...

   

  *****

  Customer Answer

  Date: 08/03/2023

  Hi *****,

  My name is *********************. The *** is called ******************************* and my address is:

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

  Unit M304

  *********, ** 80123

   

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20406074
  
  I am rejecting this response because:
  
  It is not a resolution. My name is *********************. The *** is called *******************************. The address is:

  ******************************, ********, ** 80123

  My condo is unit M304

  

  Business Response

  Date: 08/09/2023

  *****,

  Attached is the invoice and in our professional opinion this is a homeowner, not an *** responsibility.  But we, CAP Management, are not the ultimate decision makers here.  You elected a ***** of ********** and they are the ones who make all the decisions - not us.  Please see below our instructions which means you need to file an insurance claim on your policy because the *** has no insurance for issues under $25,000.

  Please attend the next ***** Meeting.  This is your best chance of asking and having the ***** pay for this. We have asked the ***** to meet Thursday the 24th, but they have not confirmed.

  Here are the instructions we have been given from your ***** of ******************* Miralago, some owners ask about the *** paying for in-unit restoration from leaks above and from roof leaks. The *** does not cover much in actual in-unit restoration. According to the insurance section of the Covenants (CC&Rs), the *** is responsible for restoring the unit to its original condition. According to legal, original condition is the condition of the unit on the very first day that the builder completed the unit and it was offered for rent or for sale *****+ years ago. Legal has said that, unless the owner can produce original photos of the unit from day 1 and can show that nothing has been changed in the unit since, it is assumed that an older condo unit would have undergone remodeling since it was built. Therefore, the *** will not cover flooring, appliances, fixtures, cabinetry and countertops. The *** also does not cover personal belongings and furniture.
  According to legal, it can be reasonably assumed that the only original items in the unit are its drywall ceiling and walls. (However, if drywall had been replaced from a previous leak, it would no longer be original.) If the drywall is original, the *** will cover ceiling and walls drywall replacement, taping and mudding and texturizing, but not paint.
  Additionally, the ***s insurance also does not cover mold/fungus, asbestos testing or asbestos-positive drywall remediation (removal and disposal). These are exclusions from the ***s insurance policy.
  For homeowners seeking *** assistance from the *** for damage, there is another issue, which is bad news for owners the *** insurance policy. Because Miralago has had so many insurance claims in the past, the *** cannot get insurance coverage from insurance companies on the ******** admitted market. This means that the *** does not qualify for competitively priced insurance with full coverage. The *** is insured, but by insurance companies on the non-affiliated or secondary and tertiary markets. These insurance companies insure high risk properties, and Miralago is considered high risk because of its history of high levels of claims. This high-risk insurance market is extremely expensive.
  In order to make the ***s insurance costs somewhat reasonable, the ***s insurance broker has recommended a high deductible for the ***. Miralagos deductible is $25,000.00 before the ***s insurance will be applied to a claim. ***** has said that this $25K deductible is the responsibility of the owners insurance when the damage or claim is for in-unit repairs and restoration. After the $25,000 deductible has been satisfied, the ***s coverage will kick in but will only pay for original drywall replacement.
  Therefore, homeowners with unit damage should file their own insurance claim with their owner HO-6 or condominium coverage insurance. The homeowners coverage will need to cover the initial $25K deductible, mold and any asbestos testing/mitigation. After this is satisfied, the owners estimator should separate out the costs for drywall installation, taping/mudding and texturizing, which the *** will cover.
  I can also speak with the owners claims adjustor to explain this. 

• Initial Complaint

  Date:04/10/2023

  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.

  On Monday, February 20th, CAP Management sent their vendor to The Renaissance Condominium complex to search for a leak that was communicated by a resident as taking place outside of their unit, but affecting their unit. The workers that were sent to locate the leak proceeded to create multiple very large holes in walls on every floor in the building, looking for this leak (the leak was not found through this exercise). These holes expose piping, wiring, and insulation and have been left gaping open, creating a hazard for children, pets, and anyone currently using any and all hallways in the building. As of April 10th, we still have not received any indication of when the holes in the walls will be fixed, nor have we received any indication of whether the leak has been located and fixed. Despite multiple calls and emails to CAP Management beginning from the week of February 27, following the leak investigation, we have not received any type of resolution. These holes not only create a danger to property residents and an eyesore for anyone that uses the hallways, but they have also created a safety concern for individual units, as there is now in some cases only a thin layer of drywall that is preventing access to those units. CAP Management has recently given the Renaissance 60-days notice that they will no longer be managing our building going forward, and we have requested resolution of this work order before that time period, but with no response after over 9 business days from the most recent request. If CAP Management refuses to complete this open work order, they will effectively be rendering our building unmanageable by other HOA management companies, making it even more difficult to find a company to manage our HOA. We have called countless times and left messages that are never returned, we have emailed our property manager *************************** multiple times about this request, and still have received NO response.

  

  Business Response

  Date: 05/01/2023

  This complaint does not represent the correct facts and we wish to challenge and clarify statements made within.First, we can acknowledge that it is frustrating to have these holes, which were made by a 3rd party vendor, in the drywall of the community.However, the cause of these holes is a water leak and the approach a 3rd party vendor made to locate it. The repair must be authorized by the Renaissance, and the Renaissance has proposals from vendors in their hands awaiting approval. CAP does not have the authority to simply send someone to fix these holes as we must run everything through the condominium ***** of ********** We have proactively and urgently provided the client the tools to fix this issue, as detailed below. Again, we can appreciate that it is unpleasant and an eyesore to have entry points made in the drywall (which were made by a 3rd party, not CAP), but we cannot send another vendor to fix these without approval from the client. The ball is in the Renaissance ***s court.
  
  It is true that a 3rd party vendor was deployed to find a leak. In searching for leaks, unfortunately vendors sometimes need to access behind the drywall to find the failure point.This vendor (to clarify, not us) used this approach and it is unfortunate this did not lead to finding the leak. The Renaissance, like any condo association,is responsible for paying for any vendor that helps in an emergency, even if their response is not ideal.
  
  The *** has chronic plumbing issues. We will note that we also deployed plumbers to this property to address leaks on 3/5 and 3/21 2023. Each unrelated to the last. This led the Renaissance and Management mutually agree to postpone drywall repairs until we could get to the root cause of these chronic leak issues.

  
  After the final leak (from the 3/21 work order) was addressed, a vendor was out on 3/27 to put together the bid the bid came in on 4/11 and was sent to the board the next day on 4/12. We addressed this on the clients behalf in a matter of days .Since then, some changes were made to the bids and more were required because of the cost as stated by the Renaissance.As of today 4/26, the *****, the only party who have the authority to approve a repair project (we have no authority to do so for the association), has all the bids they need to get the job completed. It is not true that we have received no indication of when the holes in the wall will be fixed quite the opposite, vendors and CAP are waiting for the client to inform us of their decision and approval, and when that happens, work can begin. This is not an apartment complex where work can simply be approved, though that would make things easier in many ways.

  
  We will also note that a ***** members travel schedule also delayed things, as they were out of town from **** through 3.4.We met with the ***** the week that individual returned to address these issues. We committed in that meeting to gathering repair bids, which we did,and which the ***** have, any which are they key to repairs. We moved with urgency for the exact reasons listed here.

  
  In short, CAP Management has given the Renaissance all the tools it needs to repair this project, and the Renaissance is considering what to do. The individual submitting this report should speak with the ***** at the Renaissance, who have the only authority to make progress.

  
  It is true that we have notified the association of our intention to no longer work together, quite honestly due to the difficulty in working together. We are however willing to get this repair project off the ground on the ***s behalf. All the *** needs to do is approve the project and work can begin.

  Respectfully,

  ************************* CEO

  CAP Management
  

• Initial Complaint

  Date:02/17/2023

  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.

  CAP was the *** mgt company for Meadow Creek Patio Homes, where I own. They were responsible for our administration and maintaining our contracts and insurances. Due to gross mismanagement and poor accounting practices, they let our master flood insurance policy lapse for 2+ months. I was charged $320.93 by US Bank, my mortgage lender, for insurance they provided during the lapse in coverage. As you can see in the attached email thread, I wrote to the President of the company, as well as the Director of Owner Relations, and the Office Manager. I was harmed by their mismanagement and expected to be reimbursed $320.93. I never received a response from any of them. My *** has moved on to a new company, but CAP Management is still accountable for the consequence of their mismanagement. I have also attached the original email thread from the beginning of this issue and the acknowledgement from the CAP Management employee who served as our community property manager, that indeed there was a lapse in coverage.

  

  Business Response

  Date: 02/20/2023

  When this policy was renewed, there was a shortage of funds in the HOAs bank account and the check bounced.  The reason the check bounced was because of a timing issue.  *************** paid by all homeowners do not automatically come in on the first of the month, but the insurance company pulled the money before everyone's dues had been paid. 

  Once we were informed of the bounced check, we had to re-apply for insurance.  Unfortuantately, HOAs are not cash rich, and do not always have funds for all of their expenses immediately available.  This is what happened here.

   

  Respectfully,

   

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

  CAP Management
  

  Customer Answer

  Date: 02/20/2023

   
  Complaint: 19425557
  
  I am rejecting this response because:

  According to your website, the services you provide as a management company, include, but are not limited to: drafting the budget and performing monthly collections and deposits of *** fees,  contract management (gathering of bids and proposals) and maintenance of *** Insurance. 

  As the *** management company, you should not have issued a check for funds that were not readily available.  I believe that to be illegal. A monthly budget analysis, and true contract management, would have shown that there could have been a shortfall for the insurance payment.  If that were the case, there were other options available, such as borrowing the funds from the reserve account.  There should not have been a lapse in a critical *************** policy. 

  We were without the required *************** for more than 2 months.  From what I have observed, I believe this fell through the cracks due to gross negligence and mismanagement by your company.  

  I have been harmed by your company, and reject your response.   I should not be penalized for your company's mismanagement. I wish to pursue being reimbursed per my original complaint. 

   

  I served on the *** Board as a member and as a president for several years.  
  
  Sincerely,
  
  ****************************************

  

  Business Response

  Date: 02/27/2023

  *****,

  We are not issuing a refund because the *** did not have the money to pay the bill, and we cannot and do not front money to our ***s.  That is why the insurance was cancelled.  You should follow up with your *** Board.

   

  Respectfully,

   

  *************************, CEO

  CAP Management