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:03/31/2023

  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.

  The community manager assigned by GRS gets absolutely nothing done. The building where I leave is becoming a worst hazard by the day. The auxiliary stairs on my side of the build has broken lights and electrical for months, the stairs along are a hazard full of dirt and water puddles, the carpet in my floor has damaged by a person that change a toilet on his apartment and left the carpet smelling like human waste and there is no cleaning efforts from management after months of requesting a cleanup, the elevator is constantly getting stock and someone can get trapped inside, the main door of the building is damaged and there is nothing getting done to fixed, there are water leaks from the building roof both on apartments and common areas and there is no resolution for that neither, the landscaping company only blows leaves around and do nothing else (A total waste of needed resources). Absolutely nothing is getting done and the property keeps losing value due to intentional neglect. Also, the community manager is not professional, never follows up and when asked for follow up says I don't know when, how, etc. I have GRS as management company on another property with much higher housing cost and the management there is night and day vs the management at Casa Del Rio in ********** which leads me to think that the unprofessional management at this property is due to the lower income of the property. All we get are excuses and no resolution at all with not even a professional schedule for any repairs to get done or else, this is unacceptable, and it goes against the rights of the owners that are residents in this community.

  Business Response

  Date: 04/11/2023

  Please see the response from the property manager below:

  1)  I have provided quotes for many things including landscaping, electrician, tree trimming and carpet cleaning.  I am trying to replace a security door and I am getting proposal.  A hole in the wall of Bldg. 460 has been there almost a year.  I had a company onsite scaffolding built and negotiated their price down to below anything else the community had, but the board decided to go with someone else.  The new company has not moved the ball forward.  All buildings need an electrical panel inspection because they are mismarked.  I brought in an electrician, someone I have done business with for many years; however, they board didnt want to pay him and didnt want to hire him even though he would have been a of the price of anyone else.  So, some lights are out and they are a priority!

  
  2)  Insurance (hazard & wind) is 6 months past due and has cost the association an additional $150,000 due to not taking the first offer.   I was able to get the dollar amount over the weekend for the new policy and it's much higher than expected.  A special assessment was passed for $390,000, but due to delays there has not been any payments yet.   None of the board members want to sign for the policy this one or the first one.
  
  
  3)  The only time I have ever said I dont know the timing of something has been in relation to the insurance.  Owners are trying to refinance, but cant without proof of insurance.  Some owners who have mortgages are now paying for very expensive forced placed insurance.  The timing of when we would get an offer for insurance was the one thing up in the air.   Everything else gets followed up on in the same week it is reported.

  The reason the management experience is different from community to community ultimately depends on the amount of hours a property manager is hired for, along with how much support he/she is obtaining from the board of directors.  If a manager were hired full-time, then more attention would be given to the property.  Responding to complaints like these is included in the managers time being spent on the property.  In order to hire the manager for more hours; however, the homeowners would have to pay for the increase as part of their dues.  GRS works for the board of directors within the communities we serve.  GRS does not make decisions without board approval.  My suggestion is to get involved with the board and attend their meetings, or volunteer to be on the board where you can have some influence and perhaps even vote for more hours for your community.

• Initial Complaint

  Date:03/07/2023

  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.

  I received a letter from my homeowner's association saying I did not pay my January and February ***************. I took proof of payment for both months from my bill pay account. The bill pay statement has the account number **********, the payment amount, file number, transmission date 02/08/2023, payment effective date 02/10/2023, trace number ******, originator name MMS, and transaction ID ***********. I also showed them a copy of my checking account showing the date the money was taken out of my account process by The *********************** Condominium. After showing all this, I was told I needed a copy of the checks sent, checks that don't exist. They are threatening to put a lien on my condo plus other fines. All they need to do is call their bank and use the trace number to find where their bank put the money. This is one of several problems I have with this Management company.

  Business Response

  Date: 03/14/2023

  The accounting supervisor received the information from the Property Manager, *************************, on 3/13/2023 to research the two payments.  The supervisor placed an urgent ticket into CINC (our accounting software provider) for more information regarding the two bill payments in question.  We will continue to update you as we receive information.  Thank you.

• Initial Complaint

  Date:03/03/2023

  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.

  I have reported to GRS a property maintenance at least three times. They are responsible for landscaping sprinklers as we pay for service in our monthly ***************. A neighboring townhome has multiple broken sprinklers. I have reported this and nothing has been done. I also have also email the Regional Director ************************* multiple times with no response. All I want is the service I pay for and to stop looking at broken equipment .

  Business Response

  Date: 03/06/2023

  The homeowner placed a request for repair of the irrigation on January 26th, 2023 by email.  The property manager contacted the landscaping vendor by telephone immediately and requested service.  The Regional Director, *************************, was notified of the issue by ****************** by email (one email) on February 23rd, 2023, and contacted the manager to follow up.  A work order was created on February 23rd, and the work was completed the week of February 27th.  The vendor confirms completion.
  

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19532104
  
  I am rejecting this response because:
  
  The GRS process was not even started until the BBB was notified. I have e-mails and photos from today (3/3/23) that shows the vendors did not complete the jobs.

  *** did email ******* this morning to contact the landscaper so lets see what will happen. 
  

  foot note: a second complaint was filed against the landscaper as well. 

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

  Business Response

  Date: 03/14/2023

  The landscaper was notified of the request for repairs by phone following the first request.  The landscaper failed to address the complaint in a timely manner.  

  Customer Answer

  Date: 03/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  

  GRS finally resolved this matter after the BBB involvement.

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

• Initial Complaint

  Date:01/02/2023

  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.

  The complaint is that the Association where I own my house is going to raise the price to 87% more than what we already paid is too much and an abuse of ** owners, we already demand information from the association and they have not given us an answer.

  Business Response

  Date: 01/03/2023

  Most homeowners in South ******* are experiencing exorbitant increases in their insurance premiums.  Understandably, this is disconcerting and financially distressing to homeowners throughout the ****************.  However, GRS does not select your insurance carrier or invoke insurance rates.  As such, GRS is not the cause of the insurance premium increase for your community.  The letter you attached is from Forest Lakes POA ***** of ********** which is the business entity you should direct your complaint to.  The BBB does not understand our business, and therefore, directs all complaints to us. GRS Community Management is a third party vendor of the association and ************** billing/accounting, community maintenance, and other aspects of community association management.  GRS does not select insurance carriers or any other vendor on behalf of the community association.  Those decisions are left to the ***** of **************** From the letter you attached, it looks like Forest Lakes POA is doing everything they can to get the best rates possible for your community.