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:12/11/2024

  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.

  We built a house using Minto and have been in our house for almost 6 weeks. We have 2 major issues. One is that we paid for a conduit for fiber and it is broken. Minto was notified of this issue and now we can't have fiber ran correctly.We also have a water leak in our front yard that has not been addressed.

  Business Response

  Date: 01/10/2025

  We had difficulties with access to account.  We have received and are looking into this

• Initial Complaint

  Date:02/18/2023

  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.

  Extremely shady business practices. Their policy on allowing to use a realtor is completely rescinded if their form is not filled out correctly. Also extremely rude and intimidating sales agents that will call the police to remove you from property.

  Business Response

  Date: 02/20/2023

  Our realtor/broker policy is displayed in 2 locations at the Westlake reception desk and it is highlighted on the guest registration cards that customers fill out when registering (photos attached for reference).  We have a realtor/broker policy that is fully disclosed to our customers.  Also attached, is the actual guest registration card ******************** filled out at his first visit which he clearly indicated he is not working with a realtor. 
  
  We have notes on February 18, 2023 indicating ******************** and his mother came in looking for a home.  After viewing both single family and townhome models,he came back to the sales center wanting to change his response to that question.  We advised as indicated on the Guest Registration Card that the realtor must be present at your first visit.  Both he and his mother started yelling and the staff and making a scene at the reception desk. ******************** then made a lunging motion toward one of our female employees that she felt threatened and moved behind our male employee as she was not sure what he was trying to do.  We then advised them to lower their voices and conduct themselves professionally or we will have to contact the police to have them escorted off the premises.  He got louder and was yelling at the top of his lungs so we contacted the police.  We later learned that a customer that recently spoke to them at the models told them they have 7 days to bring in a realtor and we believe that was a huge part of their frustration.  We do not have 7 days to bring in a realtor, and our policy is located on the guest registration card and displayed in our office.  

  Attachments: 

  1. Broker Registration Sign Display

  2. Guest Registration Card SAMPLE

  3. Guest Registration Card ********

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19430255
  
  I am rejecting this response because:
  
  

  Communication and tone provided by ******* was non existent. Never once was any of that communicated. She was unhelpful  the second we got there. She enjoys her power trips. I bit my tongue the whole 2 hours until I finally couldnt take it anymore with her.. *** police were called without warning and without us being told to quiet down or leave. We asked to speak with a manager and that woman called the police on me. That is when I got angry. I must be some threat..coming in as a cash buyer in a sports car. What am I trying to do? Im trying to BUY an overpriced house in a bear market! Treat your customers with respect. Sky cove allowed me to use a realtor after the fact. That is where I was getting my assumption that I could do the same with you. 
  

  
  Sincerely,
  
  *********************************

  Business Response

  Date: 02/23/2023

  This is an unfortunate situation and not the experience we want for our customers.  As you indicated, your assumption that a different company/builder such as Sky **** would have the same policies & procedures as Minto was incorrect.  Mintos policy regarding Realtors/Brokers is clearly displayed in the ************ at the reception desk and noted on the Guest Registration Card as we indicated in our previous response.  Our employee felt threatened, which was observed by other employees and customers,which is why the police were contacted.  Our only request was to have the police ****** him off of the premises, no charges were filed. 

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19430255
  
  I am rejecting this response because:
  
  

  I dont think you realize how serious this is. You dont just call the cops on someone without issuing any verbal to leave the premises, nor warning just because I raise my voice and bump my body against a desk.. She felt threatened, with my mother next to me and a male worker sitting next to her. Really?! I think you should coach your receptionist on how her tone and communication is severely lacking to get a buyer who is normally calm, cool and collected so angry. You can enforce policy, you dont demean me and then run off into another room and call the cops. It wastes their time and mine and is overall embarrassing. That cop showed up and didnt even speak one word to me. I probably know his staff sergeant. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/04/2022

  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.

  I purchased a coach home from Minto Communities approximately 3 years ago. I have generally been happy with the build quality and community. What I have not been happy with is Minto's total lack of concern for the neighborhood appearance during the remaining build out. Minto has often left the neighborhood with overflowing construction dumpsters and employee trash discarded in occupied neighboring properties. Minto's trash has scattered everywhere including in the adjacent beautiful preserves and waterways. I have complained to Minto and the **** which is entirely controlled by Minto, but for the most part they have generally ignored me. Recently over the Thanksgiving Holiday, Minto's dumpsters were once again overflowing with garbage and construction debris so their employees just started throwing their trash out into the front yards of the new builds. Like has happened many times before, this trash started scattering into my and others yards, and into the adjacent preserves. Minto's total lack of concern for the litter directly caused by their neglect is really disappointing. This is an ongoing issue that has not been resolved by Minto in over one year. Past complaints have generally resulted in Minto doing a minor trash remediation follow up but after that they lapse right back into their old ways and the trash problem continues. I am seeking to have Minto hire a professional trash remediation service to thoroughly clean mine and others nearby affected yards and the adjacent preserves and waterways ways of all of the trash caused by Minto's neglect.

  Business Response

  Date: 12/12/2022

  Our Construction team has reviewed the complaint and confirmed that Minto has taken care of the trash and debris issues. The dumpster companies were behind due to the Hurricane *** and the delays at the dump. Turnaround time has improved and is back to a 48hr response after a request is made. We are confident that the issue has been resolved and will not reoccur. 
  

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18522152
  
  I am rejecting this response because:

  am rejecting this response because:
  As is Minto's typical behavior,  after my complaint they picked the trash across the street from my residence and emptied the dumpster but they are right back to their old behavior.  I have attached numerous pictures taken today of another overflowing dumpster with trash scattered all around and blowing around the neighborhood.  Minto offers nothing but excuses and nothing has been resolved regarding my original complaint.  Minto's liter is still in my yard and is still scatter all through the nearby preserves. As a matter of fact yesterday afternoon there were over a dozen construction nails in the street near my residence.  Around 10 p.m. last night a street sweeper did go down the street but still today a few nails remain in the street.  Several residents,  including myself have had flat tires in recent memory and most certainly the flats are attributable to Minto's neglect. Minto's response is disingenuous at best.  I ask the BBB to please reevaluate Minto's BBB rating based on their lack of action on my complaint and their disingenuous response.  It is quite obvious to me that Minto has no intention of truly cleaning up the neighborhood trash attributable entirely to them. Minto instead offers excuses when in fact they should stop construction if they have debris without dumpster space but instead they put profit over people and just dump the debris in the front yards.  Their employees seeming have no idea what a garbage can is because their plastic bottles,  lunch bags and food scraps are just tossed into the front yards.  
  
  Sincerely,
  
  ************************;
  

  Business Response

  Date: 12/20/2022

  Minto continues to have the dumpsters serviced as quickly as possible despite market challenges. The area of the residents concern has been addressed and Minto will continue to have temp labor maintain the area as needed. In addition, Minto has brought in supplemental dumpsters to help with the volume of construction debris going forward. Minto has also observed that many of the residents throughout the community have been using Minto funded dumpsters for their personal disposal including TV boxes, ceiling fan boxes,moving boxes, plants, grills, and even demos and remodeling projects.  Two photos attached for your reference. 

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18522152
  
  I am rejecting this response because:
  

  Contrary to Minto's contention they have addressed my complaint,  they have not.  My initial complaint included their employees garbage (bags, boxes, food wrappers,  plastic bottles, etc.) scattered throughout the neighborhood,  particularly in the preserves surrounding the new construction.  I have attached some photos of this litter as it stands today. Additionally,  a construction box has been littering my front yard for over two weeks. This and other litter from Minto has not been picked up. Minto's contention that residents have created disposal problems for them is almost comical. I live in a gated restricted community and every resident has twice weekly garbage pickup.  *************** includes bulk pickup.  *************** is part of every owners' tax bill and, therefore, residents have no need to use Minto dumpsters.  More likely,  this personal debris is being deposited in their dumpsters by their own employees and subcontractors who do not live in the community and possibly do not have their own garbage service.  Regardless,  this is Minto's problem to address and resolve and they are attempting to convolute my complaint by even mentioning this.  The trash and litter, as I've said before, has been an ongoing issue for over one year and Minto has ignored many past repeated complaints from me and others. I have included a picture of a Minto overflowing dumpster in the community from May 5, 2022 (well before Minto's hurricane *** excuse).  Other residents complained to Minto about this overflowing dumpster.  My point is Minto offers nothing but excuses,  blame on others and dishonest responses.  The dumpsters are currently not overflowing but this is most likely a result of my complaints to code enforcement.  Minto has made no effort to clean up their garbage from my yard and made no effort to clean up their garbage from the neighborhood preserves.  They seem to do the absolute minimum necessary to keep code enforcement at bay.  Absolutely nothing more.  I once again request the BBB maintain record of my complaint as not being satisfactorily resolved and also reevaluate Minto's BBB rating based on their totally inadequate response and actions to my initial complaint. As an added note, it seems like I can only submit one picture with this notice, therefore, I am unable to submit current pictures of Minto's litter in the preserves and in my yard.  I attest this litter is still there as I submit this response. 

  
  Sincerely,
  
  ***********************