Complaints

This profile includes complaints for Imagineers LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Imagineers LLC

  635 Farmington Ave Hartford, CT 06105-2901

  
• 

  Imagineers LLC

  249 West St Seymour, CT 06483-2650

  

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:02/07/2023

  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 have attempted to get in touch with our management company about safety concerns multiple times. Mr. S******, the property manager has not answered my emails concerning this issue since his first response. We live in a condominium complex where there are 3 stop signs in the complex. The stop signs coming in to the complex and exiting are where my safety concerns lie. Residents of the complex fly in and out with no regard for the stop sign, many times on the wrong side of the road. Members of the Board of Directors are notorious for not stopping, many times not even slowing down. Mr. S****** sent out an email (after my 1st email) stating that residents should adhere to the speed limit and stop signs. The email didn't do any good. The ones who didn't stop before are still not stopping. It is a safety concern, someone is going to get into an accident or hit someone who is walking. I emailed Mr. S****** about this several more times and have not received a response. Is he waiting until there is an accident? Shouldn't safety measures be put in place? I hope you can help me resolve this important safety issue.

  

  Business Response

  Date: 02/17/2023

  Thank you for informing us regarding this compliant.  Please note that we take issues regarding the safety of the
  Association’s residents seriously and respond promptly.
  The property manager has discussed the issue with the
  Association’s Board of Directors who makes all decisions regarding matters of
  the Association.
  The Board will be discussing the issue with the homeowners
  and asking for their input at the next Board of Directors meeting scheduled for
  Monday, February 27th.
  All homeowners are encouraged to attend the meeting. Thereafter, the Association will implement any measures
  needed for the safety of the residents.

• Initial Complaint

  Date:12/02/2022

  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.

  This is regarding a flooding issue that happened at our condo beginning in September 2021 continuing through April 2022,
  As background our condo had a patio and a golf putting pad when we purchased it in 2016. In 2019, the association did some land work in back and altered the soil. They also installed a concrete slab at the patio.
  We notified the association in 2020 and 2021 multiple times that the water in back was pooling 4-6 inches at the back and against the foundation. We also sent pictures and video and nothing was done.
  In September 2021, there was the huge rainstorm in *** *******. It caused extensive rain and flooded our basement ruining all of the contents and the walls and rugs. To fix this we had ***** ********* come out to dispose of everything and get rid of the black mold. It was unsafe to live in that and breath. THe price was
  $9,350 and an additional of $10,000 for the contents of the basement.
  On October 30, 2021, Imagineers hired people to come and dig up the earth outside the patio and put down straw and sand bags.
  On February 2021, after another storm the basement flooded again causing further damage and mold.
  After that Imagineers had another company come and caulk the basement. That was over $3,000 and they paid for it.
  Finally after another storm in the spring the basement flooded and the association had people come to install a huge sump pump in the basement leading outside with pipes to carry out the water.
  The sand bags still sit outside.
  They know they messed up when they did the original digging otherwise why did they after the storm try to fix things. A little too late when we live in unhealthy conditions and are out $20,000 which doesn't include renovating the basement again.
  After repeated contact with them at the board meeting and contacting the president they refuse to acknowledge their mistakes.

  

  Business Response

  Date: 12/15/2022

  Imagineers, LLC understands that the homeowner continues to disagree with the
  decisions of her condominium association as well as the responsibilities of Association
  based upon the Association’s governing documents and state statutes effecting
  common interest communities.  All
  decisions related to the Association are ultimately decided by the Board of the
  ******** ***** ***** *.  As communicated on
  behalf of the Board of Directors by our office on 10/27/2022, the position of
  the Board remains unchanged.  As the
  management company of the Association, Imagineers does not have the authority
  to override decisions of the Board.
  
  The Association takes situations and conditions involving
  water and water infiltration seriously and attempts to determine the cause and determine
  which party is responsible to take steps to remedy conditions warranting
  corrective actions.  The Association takes
  reasonable steps to correct identified problems which are believed to be at
  least in part the Association’s responsibility to attempt to address. The storms
  during the period reference were numerous and unprecedented.  With each storm event came more water and
  more difficult situations complicating the determination of the cause and a potential
  solution.  The Association continued to
  work toward a resolution. The Association also solicited the assistance of the
  ******** Town Engineer who provided a new curb along the town road to help
  prevent and minimize the flow of water off of *********** *****.   The process of addressing the water was a
  multi-step process.  The Association took
  incremental and reasonable steps to attempt to resolve the matter.  Each step taken was done with the sincere expectation
  that it would resolve the condition.  The
  Association evaluated the effectiveness after corrective action to determine
  its effectiveness to determine what, if any, additional work was required.
  
  The decision to not reimbursing homeowners made by the Board
  of Directors of the Association.  The
  decision was consistent with state statute and the requirements of the Association’s
  governing documents.  Other units
  impacted with water infiltration from the extreme weather events were denied
  reimbursement as well. The losses, both to the unit and personal property, were
  not covered by the Master Insurance Policy maintained by the Association and
  could not have been prevented or avoided.  The Association through our staff had also
  communicated with the *** ****** from the Town of ******** Health Department,
  as to the various steps that we had taken regarding the unit as well as for
  other units within the community.
  
  It is the understanding of the Association that the unit is
  no longer experiencing infiltration of ground or surface water into the unit.  Unless advised otherwise, the Association
  considers the matter closed. 
  
  Ultimately, the unit owner’s disagreement with the steps
  taken and or decisions reached, are not within the responsibility or in the
  authority of Imagineers, LLC.   Any disagreement should be communicated and
  raised with the ******** ***** ***** * Association.

  Customer Answer

  Date: 12/19/2022

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

  I have read the response from Imagineers.  

  I take issue with the following:
  They state " Imagineers takes reasonable steps to correct identified problems which are believed to be at in part the 

  Association's responsibility to address the issues."

  Therein is the crux of the whole complaint I made against them. We identified to Imagineers in 2020 and 2021 through pictures and videos multiple times, excessive water pooling and water running against the back patio after rain events.  The response was they would look at the issue yet nothing was done.  The amount of water was causing soft mud against the foundation and

  ultimately impacting the foundation.

  After the bad storm in September of 2021 the basement flooded and  caused the damage to our basement and foundation again.

  What is cited in the response is what Imagineers response is what actions they took after the horrific storm trying multiple ways to correct the issue.

  My point is these corrective actions then wouldn't have been needed if someone had come out in 2020 or early 2021 to see

  why their work done in the back in 2019 caused serious drainage issues. When we bought the condo in 2016 there were no drainage or water issues in back until they started altering the land in 2019.

  They cite everything has to be approved by the Board then Imagineers should be advocating for their clients if as stated above they say it's their responsibility to address issues identified to them which is what we did multiple times and yet we're the ones who are out over $20,000 through no fault of our own. 

  It seems like it's easier to just pass the buck and let the client/homeowner suffer the consequences. I'm pretty sure if it happened to one of them they wouldn't sit back and accept it.

  Thank you.

  

  Business Response

  Date: 12/27/2022

  We stand by our earlier response and have nothing further to add.  Thank you.  

  Customer Answer

  Date: 12/27/2022

  
  
  Complaint: 18515041
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Imagineers is a multi-million dollar corporation and shirks responsibility when they were obviously at fault.

  As previously stated we provided videos and pictures showing water pooling and seeping against our patio foundation multiple 

  times yet the office did nothing. This was after they disrupted the land in 2019. Their response is how they tried to mitigate the 

  problem after the hurricane that finally flooded our basement. We have another condo where management actually cares about their tenants and addresses concerns. I will post a negative review so others are aware of the company practices that Imagineers

  does so others are warned before buying or renting from them.
  
  

• Initial Complaint

  Date:10/19/2022

  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.

  In January 2022, I requested a service order be put in for the repair of the outside walls of my condominium. This request was sent to Suzanne B****, the manager of the property through Imagineers LLC.
  
  The exterior walls of my condo have extensive rotting wood - some of the outside wood moldings are hollow they are rotted so badly. The gutter is not functioning and the rain is running along side of the building causing ongoing peeling paint, brick façade falling apart and now carpenter ants eating their way into my home. The pest control warned me that the outside walls have extensive water damage (this was two weeks ago) and that I will need to have the inside walls checked for moisture and mold (which I am highly allergic to).
  
  The last email from Ms. B**** stated all the work was done, which was an outright lie - I immediately took pictures and sent them to her and **** ******* and *** *******. To date, I have no response. Minor work was completed on the outside where plants were actually growing inside of the rooted wood of the building.
  
  Imagineers is slow to respond and communication is poor. I have received deceitful responses to my emails and service orders. Therefore, I am contacting the BBB to assist in helping me get resolution and to also alert other condominium owners about mine and others experiences with this company.
  
  I have sent picture a leas twice to Imagineers along with emails requesting the repair be completed.
  
  Imagineers has been unresponsive. I did bring this up at a board meeting and I was told they would discuss the repair in executive session - this was months ago. Tomorrow night, I will attend another board meeting and will attempt to address the ongoing neglect. A pat answer of "we have the work order" - ten months and now interior infestation and potential water damage to inside walls is unacceptable. Imagineers is not truthful to homeowners.
  
  Thank you in advance for your assistance with this matter.
  
  ****** ********

  

  Business Response

  Date: 10/28/2022

  Imagineers
  and our community manager serve the *********** Association at the direction of
  the Board of Directors elected by members of the community.  The Board’s
  ability to complete maintenance and other activities involved in the operation
  of the community needs to be in accordance with the budget approved annually by
  the Board and ratified by the members of the community.  The current
  budget is not adequate to complete many of the items being requested by the
  homeowner making this complaint.  It is noteworthy, that the complainant
  served on the Board that created and approved the current budget.  She
  left her position on the Board very soon after the Association’s annual meeting
  at which the budget was ratified.  Upon leaving her position on the Board,
  the complainant began submitting service requests for work that was not funded
  in the budget.
  
  The
  current Board agreed that it would like to repair / replace siding and paint
  the building, however the budget did not include funding for these projects.
   The site super did noninvasive inspection and did some small trim repairs
  and caulked areas on the exterior.  The current Board of Directors has spent
  their year in office working to correct the budget shortfalls and deficit from
  the prior year.  The Board has been working to prioritize projects and
  special assess to fund a cash shortfall resulting from other expense
  obligations of the Association.
  
  The Board is in the process of drafting the 2023 budget for the Association.  The
  current draft of 2023 Budget being considered by the Board includes an increase in
  common fees in excess of 12% as well as a funding correction for the common
  heat & hot water systems creating a greater than 80% increase in this
  budget category.  Even with these increases, the budget draft does not
  include any siding or painting projects nor is there adequate cash capital
  reserves to fund the work.  The Board has the difficult task of
  prioritizing the maintenance needs of the Association all while balancing increases
  in the common fee rates.
  
  The
  Board of the Association has been made aware of the complaint.  As the
  manager of the community, we do not have the authority to address the demands
  of the complainant.  The complainant has the right to attend meetings of
  the Association’s Board and of the homeowners to advocate for and express her
  concerns.

  Customer Answer

  Date: 10/28/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Please see the attached document and screen shot of the second request service order that is posted to my account. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:10/11/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Condo Details - 7* *** ***** ****** ******* ****** ** * *****
  
  Sold my Condo on 07/05, I had paid around $ 1500 excess Condo fees but not able to check online for correct information. I have reached out to Imagineers (call and contact using their page) managing Condo for refund but unsuccessful. Looking to your service to help with refund of excess condo fees.
  
  Attached the payment stub for reference.

  

  Business Response

  Date: 10/18/2022

  Thank you for making us aware of your concern and thank you for speaking to a member of our accounting team last week.  As communicated by our account staff person, a check from the condominium association was approved and issued to you on 10/11/22.  We appreciate your time and patience as our staff addressed your concerns.

  Customer Answer

  Date: 11/07/2022

  Thank you reaching out on status, I had responded earlier on successful resolution of dispute with the company paying the balance. Appreciate your assistance and follow up. Thank you very much