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:04/29/2025

  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.

  I am writing to follow on my complain submitted on April 3, 2025 about our grievances regarding the services rendered by ****. It has come to our attention that the company demonstrated negligence and bad faith in its duties, leading to significant dissatisfaction and safety of the residents in our condominium.Moreover, it is noteworthy that the staff displayed a concerning lack of knowledge when diagnosing the issues at hand. This lack of expertise not only delayed the resolution of the problems but also resulted in further complications including safety and well being of our residents.Additionally, we found the quotes provided by **** to be misleading, which raises concerns of fraudulent practices. The discrepancies between the quoted services and the actual work performed not only undermines trust but also constitutes a breach of professional conduct.We request a prompt response to address these serious concerns, including a detailed explanation of SFESs service protocols and the basis for the provided quotes. Failure to adequately resolve this matter may compel me to explore further actions to seek appropriate remedies.

  Business Response

  Date: 06/20/2025

  

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

  1:52 PM (16 minutes ago)

  to me, ****

  Hi *****,

   

  Im writing in response to Case# ********.  Kindly allow me to start by apologizing to you for having to have received this complaint from us as we pride ourselves on delivering a high level of customer **********************.  To give you a bit of insight, we have had a great long-standing relationship with Brickell Park Condo since July of 2018.  Weve always provided them top notch service, and even though they paid us for our services in an untimely manner, they let us know on several occasion, they were having financial difficulties, so we worked with them.  Approximately in May / June of 2024, they had a change in management from Zumela ***** to ***** *********, however the Board President ****** ******** would do most of the communications at this point. 

   

  In reviewing the complaint, I see our customer uses words/phrases such as trust, lack of knowledge, discrepancies in quotes, and concerns of fraudulent practices, all while failing to state that they were having financial difficulties and wanted discounts on everything.  They fail to acknowledge how we repeatedly worked with them since our partnership began in 2018.  Wed offer discounts and payment plans as we understand times can be tough.  They were very happy with our services, and we had a great working relationship as you can see when reviewing the attachments. In February of 2025, they requested a discount for a repair (Attachment 11).  After communicating with customer and letting them know that unfortunately, we cannot discount this, ****** started to have issues, threaten to cancel our service agreement, and reported us to the **** and BBB.  Our GM (General Manager) contacted her to find a resolution (see attachments #9 and #**), which we were unable to, and it ultimately resulted in us (*********) billing them for the remaining balance of the contract.  After 8 years of servicing them, and working in a mutual manner, now all of the sudden, they threw these false accusations around.  Unfortunately, they are making a concentrated effort to break their contract even at the expense of smearing our company.  Please note if they are willing to work with us, we most certainly are willing to work with them. 

   

  Below are examples of the efforts weve made to satisfy this customer as well as the information requested.  Please take the time to review all the attachments, as you will see communications between customer and us, showing communication and resolutions of issues, while giving discounts.  We truly went above and beyond to satisfy customer, and everyone in our office cannot believe they filed a complaint, as weve done so much for them over the years, and this is how they repay us.    

   

  ****Please note, when reviewing email chains, they read from the bottom up.

   

  • (Attachment 1 ) Our initial communications with ******, explaining issue and proposal for resolution.
  • (Attachment 2) Sent proposals and maintenance agreement for ****** to review, dated 6/4/24.  ****** asked for a discount and our GM at the time ******, not only approved the discount on original price of repair but also offered a payment plan (see attachment #3) for her elevator that was out of service.  If that wasnt enough, he approved overnight delivery of the parts without a deposit, all in an effort to return the elevator to service as soon as possible. These actions show a concentrated effort on our part to put their needs at the forefront, as well as instill a trusting business relationship.
  • (Attachment 4) ****** thanks us as we went above and beyond to remove the ban from the building department because her 40- year term inspection had not been approved yet by the City of *****, not allowing the permit for governor to be approved.
  • (Attachment 5) Shows approval of final inspection approved by the City of *****.
  • (Attachment 6) ****** thanks us for passing inspection and mentioned how she appreciates we gave her another courtesy discount.  When you read this email chain, take notice of the tone and humor, showing a great working relationship.

  • Attachment 7) Untimely cancellation notice.
  • (Attachment 9) Copy of maintenance agreement showing service protocol. Please review carefully from page 2 on.  
  • (Attachment 8) Items checked during routine maintenance.
  • (Attachment **) Email chain showing ****** wishes to cancel, stating the contract is invalid because ****** ******* was not on the board dated (email date 2/28/2025).  Please note that the service agreement was sent to the customer on 6/4/2024  (Attachment 2) clearly showing ****** ******* name and no mention of her not being authorized was ever made.  This agreement was actually reviewed with her on several occasions and its when she isnt happy that she didnt receive a discount, that she all of the sudden states the contract is invalid.       
  • (Attachment 11) This is the quote they requested a discount for, and when we advised them, we could not discount it, this triggered the customer to cancel (See attachments 9-** and start to make false claims).

   

  In conclusion, we are saddened that this relationship has not continued despite multiple efforts on our end.  Over the years we gave discounts, payment plans, sent technicians at all hours of the day to quickly address any issues, etc..and to see this relationship end with these false accusations is troubling.  Despite the recent false, negative commentary included in this case, Id like to reiterate, that we are willing to work with ****** and Brickell Park Condo towards resolution, if they are willing to work with us.

   

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23265479
  
  I am rejecting this response because:

  On behalf of Brickell Park Condominium, we categorically deny the claims made in the recent response submitted by **********
  Attached, please find all documentation relevant to this matter, including communication between the parties, the fraudulent quote submitted by the company, and photographic evidence clearly demonstrating that the roller wheels were in proper working condition at the time.
  As fiduciaries to our residents, we have a duty to act in their best interest. In this case, ********* submitted a misleading and fraudulent quote and subsequently delivered substandard work that jeopardized the safety of the residents of *************. Furthermore, the company is attempting to enforce the terms of a contract that is not valid or recognized by the Association.
  We also bring to your attention Florida Statutes *******, which governs automatic renewal provisions in service contracts. The statute requires that businesses provide written notice to consumers at least 30 days and no more than 60 days prior to the renewal date if a contract includes an automatic renewal clause for a service to be performed more than 6 months after the contract is entered into. The notice must clearly disclose the renewal terms and cancellation procedures.
  ********* failed to provide any such written notice as required by law. Due to this non-compliance, any purported automatic renewal clause is not legally enforceable. The statute explicitly provides that failure to provide the proper notice renders such a contract provision voidable at the consumers discretion. As such, ************* Condominium exercises its right to void any claim of automatic renewal.
  We respectfully request that this matter be reviewed with the provided documentation. Should you have any further questions or require additional information, please do not hesitate to contact us.
  Sincerely,
  Board of Directors
  **************************************************
  

  Customer Answer

  Date: 06/23/2025

  On behalf of **************************************, we categorically deny the claims made in the recent response submitted by **********
  Attached, please find all documentation relevant to this matter, including communication between the parties, the fraudulent quote submitted by the company, and photographic evidence clearly demonstrating that the roller wheels were in proper working condition at the time.
  As fiduciaries to our residents, we have a duty to act in their best interest. In this case, ********* submitted a misleading and fraudulent quote and subsequently delivered substandard work that jeopardized the safety of the residents of *************. Furthermore, the company is attempting to enforce the terms of a contract that is not valid or recognized by the Association.
  We also bring to your attention Florida Statutes *******, which governs automatic renewal provisions in service contracts. The statute requires that businesses provide written notice to consumers at least 30 days and no more than 60 days prior to the renewal date if a contract includes an automatic renewal clause for a service to be performed more than 6 months after the contract is entered into. The notice must clearly disclose the renewal terms and cancellation procedures.
  ********* failed to provide any such written notice as required by law. Due to this non-compliance, any purported automatic renewal clause is not legally enforceable. The statute explicitly provides that failure to provide the proper notice renders such a contract provision voidable at the consumers discretion. As such, ************* Condominium exercises its right to void any claim of automatic renewal.
  We respectfully request that this matter be reviewed with the provided documentation. Should you have any further questions or require additional information, please do not hesitate to contact us.
  Sincerely,
  Board of Directors
  **************************************************
  

  Customer Answer

  Date: 06/23/2025

  On behalf of **************************************, we categorically deny the claims made in the recent response submitted by **********
  Attached, please find all documentation relevant to this matter, including communication between the parties, the fraudulent quote submitted by the company, and photographic evidence clearly demonstrating that the roller wheels were in proper working condition at the time.
  As fiduciaries to our residents, we have a duty to act in their best interest. In this case, ********* submitted a misleading and fraudulent quote and subsequently delivered substandard work that jeopardized the safety of the residents of *************. Furthermore, the company is attempting to enforce the terms of a contract that is not valid or recognized by the Association.
  We also bring to your attention Florida Statutes *******, which governs automatic renewal provisions in service contracts. The statute requires that businesses provide written notice to consumers at least 30 days and no more than 60 days prior to the renewal date if a contract includes an automatic renewal clause for a service to be performed more than 6 months after the contract is entered into. The notice must clearly disclose the renewal terms and cancellation procedures.
  ********* failed to provide any such written notice as required by law. Due to this non-compliance, any purported automatic renewal clause is not legally enforceable. The statute explicitly provides that failure to provide the proper notice renders such a contract provision voidable at the consumers discretion. As such, ************* Condominium exercises its right to void any claim of automatic renewal.
  We respectfully request that this matter be reviewed with the provided documentation. Should you have any further questions or require additional information, please do not hesitate to contact us.
  Sincerely,
  Board of Directors
  **************************************************
  

  Customer Answer

  Date: 06/23/2025

  We are attaching more evidence for your review.

  Customer Answer

  Date: 06/23/2025

  Fraudulent quote by ********* and pictures of the pieces in perfect condition.

  Customer Answer

  Date: 06/23/2025

  ********* providing a quote that 24 wheels rollers needed replacement, attached please find pictures of the roller wheels in perfect condition.