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:03/14/2024

  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.

  Oct 2023 and Jan 2024 erroneous deductions were made to my bank account totaling ****** for HOA fees, this was done AFTER our house was sold in July 2023. They also collected HOA fees from the new owner. After several attempts to get my refund, they have not done so, they claim my check was being sent on 2/26 and on 3/14 I followed up again with NO ANSWERS! I also have emails to support if needed.

  Business Response

  Date: 03/15/2024

  I apologize for the time it has taken to generate the refund, but we had to determine why this happened initially.  After investigating this matter it appears the auto payment setup by Ms; ****** has not been deactivated.  Truist will continue deducting quarterly assessment fees from the bank account until the attached paperwork is submitted by the owner to Truist which will deactivate the online the online payment.  

  
  Concerning the refund for past payments this has been processed thus will determine why the *** ****** has not received the refund.

  Regards

   

   

• Initial Complaint

  Date:02/06/2024

  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.

  *************************** did not fix warranted repairs . Dirty kitchen water , garbage, disposal, broken. Missing air conditioning filters. Them blamed me for broken washing machine and dryer unit that didnt work from the beginning. I provided proof from the previous property manager that it didnt work.Thats just the beginning.

  Business Response

  Date: 02/07/2024

  I am writing in response to the complaint filed against FYVE Realty by *************** to the Better Business Bureau. We take all complaints seriously and strive to address any concerns promptly and effectively.
  Regarding the allegations made by ***************, I would like to provide clarification and address each issue individually:

  
  1. Regarding the issue of dirty kitchen water and the garbage disposal, we have documented the condition of the property during the move-in process, and there were no reported issues with the garbage disposal or sink at that time. Subsequently, there was a single instance of misuse of the garbage disposal in May 2023, which was promptly rectified upon notification. Despite this, the tenant reported further issues with the unit months later, again attributing them to misuse. Consequently, the tenant was duly informed that any future repairs to the garbage disposal resulting from negligence or misuse would be their responsibility.

  2. In reference to the air filters, we take pride in providing our tenants with high-quality MERV 8 air filters, which are designed to last between 60 to 90 days. These filters are supplied to tenants through our trusted third-party service, **********. Records confirm the delivery of air filters to the tenant on 8/25/24 and 11/27/24, with the next scheduled delivery set for 2/24/24. Despite clear communication on the intended lifespan of these filters, it appears there may be a misunderstanding on the tenant's part regarding their replacement frequency. We have reiterated multiple times that these filters are intended to last longer than standard filters.

  3. Regarding the tenant's reported issues with the washer and dryer, while we do provide maintenance for all major appliances such as the refrigerator, stove, and range, it is explicitly outlined in our lease agreement that the responsibility for repair and maintenance of any washers and dryers provided by the owner falls upon the tenant. This provision is clearly stated in our lease agreement, emphasizing that such appliances are for the tenant's use and therefore, any maintenance requests related to them should be addressed by the tenant. We have duly informed the tenant of their responsibility in this regard and have directed them to arrange for maintenance independently.

  
  We value our relationship with our tenants and strive to provide excellent service. We trust that these explanations provide clarity on the situation.

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21254634
  
  I am rejecting this response because:

  in reference to line item 1:

  There was no misuse of the garbage disposal and leaking sink . I didnt move until 8 days later of the lease for I was waiting for my delivery from CT of furniture, clothes etc. 

  The second call was while I waited for my working new refrigerator. 
  I could not store food at that time- therefore no need to use the sink. 
  

  in reference to line item 2 

  I received one filter during my time at this location. I notified the property manager the filters did not arrive and was ignored. 
  

  in reference to line item 3 

  the washing machine / dryer again was not working upon my actual move in. 
  The handyman looked at that as well and could not fix it . 
  I have emails stating a new unit was ordered though it never arrived. 
  I was receiving a provisional $40 amount credit through the machine not working, and then the credit was taken away from me.

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

  Business Response

  Date: 02/15/2024

  Dear BBB,
  
  This letter addresses ***************** dispute, which claims that our response is invalid.
  
  
  Filter Delivery: Attached, please find a screenshot of proof demonstrating that Ms. **** received two filters, each good for three months,with another scheduled for delivery on February 20, 2023. As per the terms of her lease agreement, tenants are responsible for the maintenance and replacement of filters for their appliances.
  
  Maintenance Responsibility: Enclosed is a screenshot of the lease agreement signed by Ms. ***** clearly stating that tenants are responsible for all maintenance and repairs on their washer and dryer units.Therefore, any issues related to these appliances fall under her responsibility. The replacement refrigerator order was placed promptly and the tenant was not home for the delivery several times causing the delivery company to reschedule.
  
  Sink and Garbage Disposal: We have included a full move-in report which was also signed by the tenant, which indicates no issues with the sink upon Ms. ****** move-in. Additionally, our contractor, who repaired the disposal, confirmed that the issue was due to misuse.
  
  Furthermore, we believe Ms. ****** complaint is in retaliation to serving an eviction notice. It is evident that her complaints are an attempt to divert attention from her failure to adhere to the terms of her lease agreement.
  
  We remain committed to resolving any genuine concerns of our tenants promptly and fairly. However, in this case, we find Ms. ****** complaints to be without merit and respectfully request that this complaint be closed as invalid.
  
  Thank you for your attention to this matter. Should you require any further information or documentation, please do not hesitate to contact us.
  
  Sincerely,
  

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21254634
  
  I am rejecting this response because:
  I have emails from the previous property 

  manager stating the washing machine/ dryer unit DID not work from day one . 
  my rent included a working washing machine and dryer. 
  to propose that, I broke this in 2 days is a 

  Manipulative switch, and beat tactic! 
  

  In reference to the filter - even though I told you multiple emails you ignored me 

  I didnt receive it in November you never followed up with the filter company and another one was not received. 
  
  

  Please provide me of the work from your handy man - I would like to compare it to the information I received from him. 
  

  The sink is dripping brown water, and is plunged every time it is used. 
  Again, there was no misuse as stated by 

  you it didnt work from week one of this lease. 
  The apartment smells of mold . 
  

  I stated in a previous email you said I can terminate this lease - and ride out my security. 
  I am wheezing and will not tolerate neglect from this company anymore.

  I can provide text messages from ****** the previous property manager stating 

  The washing machine and dryer unit did not work from the beginning, there was an issue with the sink leaking and the garbage disposal from day two. 
  

  This is not retaliation- but rather I am not going to live in this type of environment. 

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

• Initial Complaint

  Date:09/06/2023

  Type:Service or Repair 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.

  On March 29th a roof leak happened at my property, it is a townhouse, I notified the Association and property manager FYVE and they told me that the *** were in fact responsible for the roof repairs at the properties, and that they will handle it. On April 4th they sent a roofing company to assess the situation and they found that the roof needed to be all replaced. At that time the ceiling inside the property was already compromised. The property manager escalated this to the Board who decided, after a long time, they wanted other quotes. Another company was set up to inspect the roof, they didnt showed up several times, at the end a roofing company finally went to the property on June 3rd and sent the report to the proper manager. On June 12th the property manager told me that all of the repairs were approved. Ever since, the property manager keeps telling me that the roofing company will go a fix the damages, but to this day nothing has been done. At this point the damage inside the property now extends to two bedrooms, which happened because of the negligence to fix the roof on time, given the urgency of the situation, which the property manager acknowledged and told me they will be fixing the inside as well. Another huge concern is the health risk with the humidity and mold for the people in the property. I have tried to fix this on my behalf, but every roofer tells me that they cannot repair part of the roof, because is an *** responsibility. And the *** keep telling me that they are working on the repairs. Its been more than 6 months, and nothing has been done. Te property has mold damage already. On July 20th he said that everything was ready and that the roofing company will start working that next week, nothing happened. On August 2 he said that they were waiting for the permits form the ***************, which he never mentioned before. I asked why they have not put a tarp to stop the water, he said theyll do it, but to this day nothing has happened.

  Business Response

  Date: 09/22/2023

  Good ********************* had received money from Hurricane **** that is allocated to repair the roofs in their entirety.   Through months of working with the board a decision to move forward with replacing 5 buildings completely was reached..  ******'s home falls under these to be replaced.  The problem we have encountered is the permitting from the city has been long.  The application was in over a month ago.  The roofer (**********************) is on standby ready to replace the roofs, but their hands are tied until the city gives the green light.  This is not and has never been a FYVE problem in that we are creating the issue.  This has always been the board, but finally all the strife is behind them, and we are moving forward with the roofing rehab.  I have explained to ****** numerous times that we are only waiting on the permit at this point.  ****** has the number for the roofer, and they are aware.  
  
  Regards
  ******

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20565986
  
  I am rejecting this response because:
  They have been coming back and forth with this situation, never explaining the full extent of the repairs from the beginning, at first, they said they were only waiting for the Board approval, but never mentioned anything about city permits approval, which they should have known from the start.
  Nevertheless, we have been very understanding with everything they have told us about it, but now the property has also damage on the floor of the bedroom.
  Here is an email they sent us on July 20th:
  On Jul 20, 2023, at 11:13 AM, *********************** <********************************> wrote:
  Hello,
  We have signed the contract to re-do 5 entire buildings of which your unit falls under.  The name of the company is **********************.  A deposit is being cut for them to start working immediately,you should start seeing movement by end of next week.
  

  They clearly say that we will see movement on the next week, yet nothing happened.
  

  On August 2, they started talking about the permits, almost two months ago.
  Then on August 8, I asked why nothing else was done to prevent more damage, and they replied that they will be putting a tarp over the roof as you can see with this email:
  ***********************;<********************************>
  Para:Usted
  CC:***********************
  Vie 11/08/2023 01:19 AM
  I completely understand.  I believe we can begin to address the interior.  I was recently educated on the process.  Would you like to begin that and at the same time I can have the roof tarped while the permit plays out?
  
  On September 7, after several other emails, I asked one more time for the tarp, here is the response:
  ***********************;<********************************>
  Jue 07/09/2023 01:44 AM
  Para:Usted
  CC:Association Mgmt. Support;***********************;******************************* *******
  I will ask this of the roofers again.  They should have done this already
  

  And this is how things have been handled by them, always telling us they will be doing something, when nothing has been done ever. Not even the things that dont need the citys permits.
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/03/2023

  As previously communicated the approved vendor is awaiting the required permits to be approved before commencing work.   Per Today's vendor report the permits are in que for approval but they have not provided a timeframe of when approval will be granted.   

  Regards

  Customer Answer

  Date: 10/07/2023

   
  Complaint: 20565986
  
  I am rejecting this response because:
  Im not really comfortable with the business response. They have been telling me the same for too long, my property has already two bedrooms (out of three) that cannot be used. There is mold, there is water coming in every time it rains, which is often in Florida. They have not shown anything that will make me believe they are really going to take care of this. Everything they have said, either by phone or email, has not happened. They said that as soon as the board approved the repair itll be done, hasnt happened. Now that the city has to approve it, hasnt happened. Then that they will start fixing the inside of the property, hasnt happened. Then that they will tarp the roof to prevent more water damage, hasnt happened. And for this las they even told me a few days ago, that now they are not even going to do it. So they just have done literally nothing!
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 10/12/2023

  Im really concern with this situation. My property is damaged and there is mold, which could be very dangerous for the health. The company has done absolutely nothing to repair or to prevent more damage. They told me they will be putting a tarp to avoid more damage, and just a few days ago the said that now they are not going to do it. This is not the first time they say they are going to do something and then dont do it. That is why Im really worried that they are not going to go through with the repair. Please let me know if there is anything else I can do to get this solved. 

  Business Response

  Date: 10/18/2023

  The manager will address the matter with the Board and contractor concerning tarping the roof while permits are pending.  

  Customer Answer

  Date: 10/22/2023

   
  Complaint: 20565986
  
  I am rejecting this response because:
  I need concrete actions and datelines on this issue. Im tired of being told things that are never done, and that you are waiting on permits. Given the urgency of the matter you should have expedited everything with everyone involved (the board, the City). 
  I need a resolution date, not more excuses. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/08/2023

  Can you please correct the company name from FYVE Realty Florida, LLC to FYVE Florida, LLC as FYVE Florida LLC is the correct business for ********************** Services

  Business Response

  Date: 11/13/2023

  Below are all critical dates regarding the rehab and its process and residents were informed of this every step of the way.   My team reports the temporary repair has been completed.   

  
  October 23, 2023 - received email from unit owners saying thank you for repairs
  
  
  
  August 29, 2023 - ********************** was advised of on going leaks throughout Las Terrazas 
  
  July 19, 2023 - deposit check issued to ******* Roofing to begin full roof remediation at Las ********
  
  July 14, 2023 - contracted ******* to do the roofing project
  
  June 7, 2023 - ****** began soliciting various roofing companies on request of board to conduct a roof remediation on Las ******** roofs
  

  
  

  Customer Answer

  Date: 11/14/2023

   
  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.
  Hopefully the final replacement of the roof will begin soon, as well and the repairs for the inside of the property. 
  Sincerely,
  
  ***************************