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:12/31/2023

  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.

  BACKGROUND:I had a hot water heater burst and water damage to my condo on October 17, 2023. I called *********************, Property Manager on the same day and informed her of the extensive damage to my unit and also the unit below.My home owners insurance is with Encompass (CLAIM *********) and they were notified that day as well.The plumbing company that I notified came out and they in turn sent a restoration company ( *********************) who set up drying fans and the cleaning and restoration was started.The Preferred restoration company did estimates etc. and submitted all to Encompass (my Home Owners insurance).All contact information for my home insurance and *** contact was provided to *********************, *** Property Manager. ********************* was also provided my home insurance ( Encompass CLAIM ) claims representative's contact information. Between October 17, 2023 and December 21, 2023 - I've had 16 calls and emails to and with ********************* with requests: please send *** by laws to Encompass (CLAIM *********) to review which insurance covers what)On 11/17/2023- Encompass notified me that they had sent emails and made calls to **** - with no response from *********Onn 12/11/2023 **** stated that she is still waiting for documents from Encompass. **** also stated that she does not have emails, because her new email is *************** and she was not receiving emails under the *************** Encompass called (***) ************************* and no claim has been filed by ********************* as of 12/5/2023. Today, December 28, 2023 ( 2 plus months after damage claim) my claim was finally submitted to American Family, *** Insurance. This is a travesty, after more than 2 months the *** Insurance is finally notified. I am outraged and frustrated. I had to stay in Airbnb from October 17th - it's an outrage that no claim was submitted to the *** Insurance.Now the *** Insurance needs to see the damage? That should have been done on or right after 10/17/2023 when the damage took place, after ********************* was notified of the extensive damage. The determination of approximate cost and whether the deductible was satisfied etc... etc. It was very obvious that the damage cost would be higher than deductible.NOW, we have a bigger issue at Bld. 10: rats and mice, and it is directly related to these issues. My condo has many open spaces that need restoration, and mice or rats are having a free roam- because the walls were opened and ready to be restored/fixed, but that couldn't be done without *** insurance decision and determination of responsibility.*** Insurance is coming next week- to see the damage? Why wasn't this filed on or about October 17. 2023. when the notification was given to *** Property Manager.Also, **********************************/GUD ( Key Employee/Agent) was called 3 times by me, with no response.I would really appreciate a response and a phone call to discuss this issue.

  Business Response

  Date: 01/02/2024

  As mentioned in the complaint, the homeowner has contacted us several times per week over the course of the last few months. Each time, **** has responded with the most updated information available regarding the status of the claim and what was provided by insurance. We continue to monitor this situation and will continue to provide exceptional communication as it relates to this claim. We have been communicative and as helpful as possible to this homeowner. Unfortunately, some of the information provided by the homeowner is inaccurate.

  Customer Answer

  Date: 01/02/2024

  The *** just filed the claim with the *** Insurance- therefore delaying the process by over 70 days. First notification of the damage was to *** second notification was to my insurance.

  What should have happened was *** Property Manager SHOULD have notified *** Insurance- she did  not. The *** Insurance estimator should have came out and did an estimate shortly after the notification. They did not.

  *** Insurance is primary- and then my insurance is secondary and they tried from get go to reach ****- emails and phone calls.

  American ****************** ***) are suppose to come this week. In addition **** gave the *** Insurance estimator and incorrect number to me last week. I called the estimator and  realized he had  an incorrect number to me. 

  NOW THIS BUILDING HAS MICE AND RATS/

   

• Initial Complaint

  Date:05/02/2023

  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.

  I filed a complain against Snow Property regarding roof repair in regards to this address and they had responded that they will need additional information but that was a month ago and have not acted on said complain.Snow Property keep delaying and until now nothing is being done, incidentally the complaint # ********.I would like to refile the complain against Snow Property Services and if possible the ************** II included.The leak, I'm afraid if delayed for long will damage the structural integrity of the condo.For your information there were 4 contractors who inspected the roof and they all came up with same conclusions, also Snow Property Services and ************** II HOA are throwing the responsibility back and forth.Thank you for your kind consideration on this matter.

  Business Response

  Date: 05/10/2023

  Dear Mr. *****,

  Snow Property Services understands your concerns; however, please know we are a management company that works at the direction of the ***** of ********* for Sun Air Estates Unit II. Meaning, the ***** of ********* must authorize and approve such services or repairs before they are performed. As mentioned in the last response, Snow Property Services does not have the authority to contract for any services for repair of the roof. Our office received a decision from the ***** regarding your request on Tuesday, 5/9/2023. You will receive an email with their decision within the next two business days. 

  Each community operates at a different level based on the direction from the *****. If you are unsure of the role of the homeowners association, the management company or the ***** of ********* for you community, I would recommend you reach out to the community manager directly or attend a ***** meeting to seek further clarification of how they work together for Sun Air. 

  Thank you!

   

  Customer Answer

  Date: 05/10/2023

  I'll wait for the email respond.

  Business Response

  Date: 06/08/2023

  *** Arcadia Springs 2 Association is very limited on funds.  ********* of directors approve maintenance as funding becomes available.
  
  *** roof on unit #4 was redone last year.  Being it was under warranty the roofer was out to do warranty work on a leak.  Further issues were discovered to find the roof was not the problem but the wall was.  This too was taken care of.
  
  *** next leak was from a window in which is owner responsibility as this is not covered by the association.
  
  Plumbing work can only be completed with the presence of an owner for the plumber to obtain access.  After 4 calls out they were finally allowed in and completed the repair.
  
  As stated the daughter of this owner is out of state and very difficult to communicate with   ****** spoke with the board of directors directly and was told all the same information I **** indicated as the property manager.  *** financial status of this community is not new and all owners are aware. 
  
  Each and every email and phone call were responded to.
  
  This matter is settled.

  Customer Answer

  Date: 06/14/2023

  HOA and Snow Property Services keep insisting a roof replacements and I'm only asking roof leak repair.

  Also, the message is not for me ( ******************* ), thank you.

• Initial Complaint

  Date:03/13/2023

  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.

  *************************************************************************************. This *** is not calling me back. I currently have a steady water leak coming into the property after the water is shut off to the condo. The water ball valve is faulty and has to be repaired. ********************* property manager sent a a plumber she stated that he said it looked fine. His name is ****** from Reddy Services. ****** did not schedule this repair as she said she would let ** know when he would be there. He demanded to go into the unit NOW! Im in ***** and I have a project manager on site for restoration. *************** gave no sufficient notice. I have documentation from a leak detection specialist stating that valve has to be repaired. I have requested all the documentation from Chaira for all the roof repairs to this property and *************** has not responded to my request to send all documentation of repairs of the roof to me. ****** told me me I am not the homeowner. However, I am the *** for *************************, my Mom. I am a homeowner in their website portal. My Mom is displaced because of the roof leaks and the water valve leak. The *** is responsible for maintaining the roof, the main water shut off valve, and the landscape. My family paid for a palm tree removal, out of pocket, 280, because *************** is not maintaining the landscape. I have documented all pictures. And now that they have not maintained the roof or Main shut off valve we have sustained major water damage. This property is uninhabitable and my Mother and Sister are displaced. I requested and wanted to speak with Chairas supervisor, ******************. No answer or call back. I left ******* a voicemail with all the information that I provided to the BBB. My Mother worked hard, raised three girls without a father. This is her home. ************************* has been with this *** since she bought this condo. She has communicated with ********************* throughout the years. The *** is failing to do their job for my Mother.

  Business Response

  Date: 06/12/2023

  *** Arcadia Springs 2 Association is very limited on funds.  ********* of directors approve maintenance as funding becomes available.
  
  *** roof on unit #4 was redone last year.  Being it was under warranty the roofer was out to do warranty work on a leak.  Further issues were discovered to find the roof was not the problem but the wall was.  This too was taken care of.
  
  *** next leak was from a window in which is owner responsibility as this is not covered by the association.
  
  Plumbing work can only be completed with the presence of an owner for the plumber to obtain access.  After 4 calls out they were finally allowed in and completed the repair.
  
  As stated the daughter of this owner is out of state and very difficult to communicate with   ****** spoke with the board of directors directly and was told all the same information I **** indicated as the property manager.  *** financial status of this community is not new and all owners are aware. 
  
  Each and every email and phone call were responded to.
  
  This matter is settled.