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:10/15/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  My name is ***** ****** and I am writing to you with the hope that you may be able to help me. Recently, we attempted (my husband **** ***** and myself) to purchase a home within On Top of the World for retirement when we leave ****************. The ***** resale Realtor, ***** ********, suggested a home to buy when we visited August 23, 2024 and submitted an offer that was accepted. We gave $5,000 **** ******* money and then proceeded with loan processing as our home was not listed to sell in **********. ***** suggested to use ****************** located next door to her home office in *****. We were pre qualified and gave them paperwork to process the loan. A couple weeks later, we were asked for the same paperwork, so we submitted it again. Weeks went by and they asked for the same paperwork as they said it could not be read. We then faxed the same paperwork again. I phoned October 9, 2024 to ask ***** **** @ ****************** if he had received it and if it was legible. He said he did receive it and went over the numbers with me. He went on to say "You do not qualify for this loan even if you put down $100k". I told him to send me something in writing so that I can get hold of ***** and let her know.He said he was not authorized to do this and that I would have to wait until underwriting contacts us. I then called ***** and told her we did not qualify and she said that the seller is keeping the $5000 because we did not qualify within 30 days of this contract even though we have a 90 day contract. I wish to get our money back as we had no idea that we would lose this hard earned money if we did not qualify???? Had she told us this, we would not have signed anything. I feel that ***** acted in a very unethical way and was not looking out for her so called "Clients" best interest. She even had the audacity to tell me that it will cost me more money to get a lawyer than we will get back with the $5000. There is much more to disclose.

  Customer Answer

  Date: 10/15/2024

  OTOW ***** ******** who is our real estate agent will not return my calls or emails.  Neither will anyone from ****************** and we need communication to end this contract as I was told by ***** ****, Sales Procurement at First Frderal that we absolutely did not qualify for this loan. 
  

  what in the heck is going on with these people?  

• Initial Complaint

  Date:09/21/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  FYI - I closed on 9/22/23. I have quite a few items that should have been taken care of. First of all, I have a hairline crack in my 3rd bathroom tub. This wasn't caught until 8/3/24 when my cleaner noticed it. Like I said, this is my 3rd bathroom, no one uses the tub/shower, so it was not noticed. After contacting my warranty guy telling me it's not covered, I contacted his ********* tells me that it would have been noticed prior to my closing that they inspect that. The cleaner is about 85 pounds soaking wet, I highly doubt she did it & if she did, that means the integrity gave out waaaay before it's time. Another thought is that it started as a smaller hairline crack & grew with settling of home. Whatever the case, I didn't purchase a home for over half a million dollars & expect to start off with a cracked tub. This NEEDS to be dealt with. Another issue I have are my 'soft close' drawers in my kitchen-cabinet people have been out a few times & say that they don't close all the way on their own, you have to hold both sides & shimmy it for them to actually close all the way. Does this not defeat the purpose of having soft close drawers?? very annoyed over this, not sure how it can be fixed, but I don't like to pay for something that doesn't work. After having my home inspected recently, he noticed some voids/cracks outside my home that lead inside-I'm told this isn't covered?? energy efficient ******** have voids??? this should be fixed! Also, a bunch of areas inside my home including grout, *************** ceilings have ******************** I had people here before I had the ***************** were fixed, I don't understand why this isn't being fixed since my inspector found more than I noticed. There are a few more minor issues that I don't understand why it's not covered, but I can live with.

  Business Response

  Date: 10/02/2024

  Responses from Director of ********************** **** *******:

  1.The tub crack is noticeable and was not found until after her 9 month visit. Regardless of who it was found by, the limited warranty does not cover cracks in tubs post close unless identified prior to their close of escrow and this was not. She was explained this in person as well by both her CSR ******* and myself.

  2. The soft close cabinets are working as intended. ******* has had the cabinet company out on a few different occasions to make adjustments and while there they have explained the proper way to open and close and what could cause issues. She is wanted to be able to open and close with one hand on the larger drawers and does not like that they wobble when doing so. Two hands have to be used on some of the larger drawers to allow for an even pull, this was explained to her in person as well by the cabinet company and her ************************

  3. The cracks on the outside of her home are naturally occurring and are considered homeowner maintenance, therefore not covered under the limited warranty. This is stated in her Homeowner Guide Book on Page 32 and reviewed by my team during homeowners initial walks.

  4. The cracks on the inside of her home, if repaired were done as a one-time curtesy. Drywall and grout cracks/voids are considered cosmetic and homeowner maintenance, therefore not covered under the limited warranty.

   

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22317994
  
  I am rejecting this response because:

  #1 - TUB INTEGRITY- ABSOLUTELY DOES NOT MAKE SENSE THAT MY NEW HOME STARTS WITH A CRACKED TUB

  #2 - CABINETS WERE NOT MADE PROPERLY (TOLD THIS BY THE CABINET PEOPLE) THAT'S WHY THEY'RE NOT MAKING THEM ANY MORE. I SHOULDN'T HAVE TO PAY FOR SOMETHING THAT DOESN'T WORK PROPERLY.
  

  #3 - OUTSIDE CRACKS IN HOME ARE PART OF SETTLEMENT OF HOME & THIS SHOULD BE TAKEN CARE OF WITHIN THE 1 YEAR TIME FRAME OF MOVE IN

  #4 - I WAS NOT TOLD THAT IT WAS A 'COURTESY' TO FILL CRACKS IN MY HOME. THIS SHOULD BE COVERED WITHIN MY 1 YEAR MOVE IN, ** SHOULD HAVE BEEN EXPLAINED
  

  ALSO - THIS COMPLAINT SHOULD ABSOLUTELY GO HIGHER THAN MAINTENANCE MANAGER TO GET THESE THINGS RECTIFIED.  I'VE ALREADY SPOKEN TO YOU - THIS NEEDS TO GO ABOVE YOUR HEAD. 

  I HOPE ANY NEW POTENTIAL HOMEOWNER IN THIS COMMUNITY SEES HOW HARD IT IS TO START WITH A NEW HOME WITH NO PROBLEMS.
  

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

  Business Response

  Date: 10/24/2024

  ******************** considers this matter closed pursuant to response that was provided previously.

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22317994
  
  I am rejecting this response because:

  you are STILL not escalating & you are STILL not rectifying these problems. 

  My only next step seems to be to hire a lawyer.....
  
  Sincerely,
  
  **** ***********

• Initial Complaint

  Date:02/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 July of 2022 we purchased our house in *****, ******* in the On Top Of The World Community. In June of 2023, still within our one year warranty time frame I discover that the wrong tankless water heater had been installed. I advised On Top Of The World Communities, LLC about this and was informed it was a typo in our legal contract and that the model of tankless water heater we had a legally contracted with them for was not yet available and that was the end of the issue for them. After some research I have learned that the model we were suppose to receive was in fact available in December of 2017. So they have outright lied in their response to this matter and have stopped all communication with us which leaves me to believe they have no intention of honoring our contract.August 14, 2021 was the date On Top Of The World Communities , LLC and my husband and I signed the contract for the Exterior ********************* Water **************************** Rheem Prestige Model RTGH-RH11DVLN for a charge of $3,300.00 which we are looking for a full of.I have provided a copy of the model number on the unit and the model number from the signed contract.

• Initial Complaint

  Date:11/27/2023

  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.

  As per Fl law, if requested a HOA MUST turn over there Offical Records with in 10 days. I have request ****/HOA Official Records and they have refused to give me a copy. I just want a copy if HOA Official Records.

  Business Response

  Date: 12/01/2023

  Mr. ************ 

  We have explained to you on multiple occasions that you are a member of the ********* ******* ************ ************ ***. and have provided you with all documents you have requested and are entitled. We have explained this exhaustively to both you and your prior attorney (or his paralegal). We also provided the documents to your attorney and offered to provide any other Weybourne Landing documents you may request. However, you repeatedly ask for documents from the ****** ****** ***** ****** ***********, which you individually are not a member of and have no entitlement to any documents. We explained this to your prior attorney both in writing and telephonically. Separately, you ask for documents from the private developer On Top of the World Communities, LLC. As a private developer, On Top of the World Communities, LLC has no obligation to provide you with any documents as it is neither a homeowner's association nor is it subject to any disclosure requirements to a private citizen in Florida. Finally, we spoke to your prior attorney about your document request and the only remaining document they had requested was the Gateway Services Agreement that you signed to allow access to other **** **********. We provided that document on November 7, 2023.

  Thanks.

  Business Response

  Date: 12/07/2023

  Mr. ************

  
  On Top of the World Communities, LLC is a developer, not a
  Homeowner's Association. We have told you this, and your prior counsel, on
  multiple occasions. Separately, we provided you with the Gateway Services
  Agreement governing your permissive use of various amenities at other On Top of the
  World properties. This agreement is with ****** ***** * *********** *** *******. *** is also not a Homeowner's Association. As such, you are
  not entitled to any records from On Top of the World Communities, LLC nor from
  ****

  
  Additionally, while you have not requested records from any
  specific Homeowner's Association - not that you are entitled to anything other
  than the previously provided documents - please re-read Section 720.303(5)
  which identifies you have to be a parcel owner within the specific Homeowner's
  Association to be entitled to receive any documents from a specific Homeowner's
  Association.

  
  For the final time, we have provided you all documents you
  are legally entitled to for ********* *******. Please consider this our last
  correspondence on the issue.

  Customer Answer

  Date: 12/17/2023

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

  I have 1 question that you have not answered in written, DOES FL HOA LAW apply to you? That is a YES or NO!

• Initial Complaint

  Date:10/19/2023

  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.

  My house is located on a golf course in Top of the World 55+ Community in Ocala. Since 2022, the golfers hit the ball to our yard more than 10 times and recently a ball hit my window and broke one of the two panes. I called resident service and they just gave me only one word that was to file a claim with my insurance. They did not blame the golfers, did not think about doing anything for me, and did not tell me that they would at least post something to warn the golfers to be careful and take their responsibility to fix the damage that they caused. I believe that when the golfers tee off, they saw where the ball went, they just ignored it and tried to get away from what they did wrong. I did see some golfers were looking for the balls near my property. Without seeing where the ball went, how come they drove over to look for it?
  
  I have been paying over $400 HOA per month. The HOA includes to fix outside of the house. The window is part of outside. Besides, I did not break it but the golfers did. HOA should fix it for me.
  
  My husband asked me to mention about two things when I file my complaint to complain their services. 1. Our bath room shower glass had scratches and we informed them within one year warrant but they did not want to replace it. 2. Our HOA includes the yard service. However, the grass in some area of the yard were gone and showed black. Based on our experience, the grass were killed by fungus so my husband has been calling them to do something for it but took them over 2 months to get somebody to come to check on it.

  Business Response

  Date: 11/02/2023

  Owner of the home that resides on a golf course lot needs to read the ****** *********** *** ****** ****** ***** ****** ************ ***., particularly ARTICLE IV, Section 6 Golf and Recreation Easement.  this section states the following:  "There is hereby granted and reserved for the benefit of Declarant, the Community Amenity Provider and their respective directors, Officers, employees, agents, contractors, licensees and invitees, a private, perpetual and non-exclusive easement for ingress and egress over and across all portions of the Properties 9excluding the interiors of any building improvements), including but not limited to the grounds of all Units, Common Property, Limited Common Property, Neighborhood Common Property and Neighborhood Limited Comon Property for the purpose of allowing golf balls to travel over, into, and to come to rest upon and be retrieved from, any and all said portions of the Property.  None of Declarant, the Community Amenity Provider or any of their respective directors, officers, employees, agents, contractors, licensees or guests, shall have any liability or responsibility whatsoever for any property damage occasioned by, or personal injury to, any person, whether an Owner or occupant, or any member of such Owner's or occupant's family or any licensee or invitee of such Owner or occupant, who or which is accidentally struck by a golf ball which shall travel beyond the boundaries of any golf course located on the Community Amenity Property.  In addition, the travel, entry within and coming to rest of golf balls over, upon or within any portion of the Properties shall not be deemed to be or constitute a nuisance or hazard to the health, safety or welfare of the residents or guests of the Properties and no injunctive relief or damages for such occurrences shall be recoverable by any party or granted by any court; it being agreed by every Owner that the risk of such personal injury or damage to property has been assumed by such Owner on behalf of the Owner, tenants of the Owner, the members of their respective families and their respective licensees or invitees at the time of the acceptance of a deed or other conveyance to said Owner's Unit.

   

  Business Response

  Date: 11/09/2023

  Ms. ******

  It is an Owner's responsibility to read and understand the Governing Documents of the Association to which they reside, and in this case, also the Master Association Governing Documents.

  You were furnished with a Document Book for On Top of the World (Central) Owners Association, Inc. at the time of contract.  The Document Book contains: the On Top of the World (Central) Owners Association, Inc. Declaration, the Articles of Incorporation and By-Laws.  Also, the ****** ****** ***** ****** ************ **** Declaration, Articles of Incorporation and By-Laws. The information I provided you was located in the Master Association Declaration.

  Most sincerely,

  Patty S******

   

   

  Customer Answer

  Date: 11/09/2023

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

  Don’t keep worrying about my responsibilities to read it.  I read carefully already.  What I wanted to read is On Top of The World has something to ask golfers to take their responsibilities when they see the balls travel to private properties and may cause damage to be fair to the owners.

  Besides, worrying about more training on the employees to improve their skills to serve people.  Nobody even ever said: “ I am sorry to hear that.” I was the victim and upset but nobody gave me a word to comfort me.  Instead, just asked me to file a claim or kept telling me it’s my responsibility to read your rules.

  
  
  
  
  Sincerely,
  
  
  
  ***** ***

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 own a villa in OTOW,, which means I own the inside Otow owns the outside. My from stucco brick and stucco wall has several cracks, one going from the foundation to the roof. I have been after OTOW for over 7 months to fix it, with no response. I now have a new crack through the entire brick bottom. OTOW is owned by Kenneth Colen. I don’t know if my foundation is cracked or if water is getting in behind the the cracks causing mold. I can’t even sell because this unit would not pass inspection. I just want it fixed according to building code.

  Business Response

  Date: 08/15/2023

  The On Top of the World Resident Services Office has an open Work Order in this regard and is pursuing a qualified
  vendor to assess and repair the cracks.  

  This matter will be handled by the Resident Services and is not a matter for the BBB.

  On Top of the World will only post this response as this is an open matter that is being pursued by the Resident Services team. 

  Sincerely,

  Patty S******

  Business Response

  Date: 08/28/2023

  Ms. ********* home is on the schedule for this week, barring any potential delay from the hurricane.

  Customer Answer

  Date: 08/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: OcalaPlaster was here today. They could not do the job because they did not have the colors needed.  They could only do grey brick which mine is a combination of reds, oranges etc. no indication as to when they would be able to do it. Same thing that happened when back in February you sent out someone, he couldn’t do it either because couldn’t get the colors.  Now September 2, 2023 it will be 8 months.  This is unacceptable.
  
  
  
  Sincerely,
  
  
  
  ***** ** *******

• Initial Complaint

  Date:03/10/2023

  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.

  1st Yardnique the landscapers crushed my downspout again...the weeds are atrocious...why do I have to do weeds, trim own bushes etc..we pay an incredible amount of money for zero return...can never get landscapers to do anything and they ALWAYS FORGET TO BLOW...which means I had to buy a blower...are you going to reimburse me...I would never hire your company to do yard work...its appallingly bad...what about the Weybourn option of only paying for facilities if you use them...again I'm paying for something I don't use
  
  I need weeds sprayed and PULLED...not sure when we lost that luxury because then I still have to pull them...which again I PAY FOR
  
  The downspout needs to be fixed again
  
  Also **** ***** has F rating on BBB

  Business Response

  Date: 03/16/2023

  Yardnique and Clay B***** visited with Ms. *********** March 14, 2023. Attached are the photos. She claimed the downspout was damaged, it
  was actually just crooked. Yardnique straightened it. She also complained about
  the back patio not being blown off. It is an enclosed patio that she installed,
  therefore it is homeowner responsibility. She also complained about weeds in
  her beds. Photos show no weeds. She did have some minor weeds in her yard, all
  were treated today.
  
  Her yard was in good condition at the time of the visit. 

• Initial Complaint

  Date:10/28/2022

  Type:Product 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.

  ***************** cdd is the water supplier to OTOW. they are owned by OTOW. they handle my sewage and water . we closed on our home on 5-3-2022. we have received 3 continuous water leak letters from ********** since closing. Each time they detected a continuous leak on our property they sent us a letter about the leak. each time we reacted immediately to have the leak fixed. all 3 times it has been a pipe at the meter that was leaking. ********** detected the leak and then sent us a letter about the leak. the last letter we got was dated 5-12-2022. we got the letter by USPS on 5-24-2022. that's 12 days of water going to waste and me having to pay for it. I called ********** and asked them about calling or texting or emailing me as soon as they detect the leak and they told me they don't do that . so 3 separate times this has happened and 10 to 12 days goes by on each occurrence before I am notified . so at least 30 days of continuous leaks have occurred at my home and that water has been wasted . ********** told me they would not give me a credit for this . I told them that the pipe leaking wasn't their fault but the waste of water was. there is a large amount of homes here. its obviously going on a lot here . this is a huge waste of water . I got a letter 2 months ago from ********** about my water conservation . the letter asked me to try to conserve water. ********** doesn't seem care about conserving water ! they could fix this easily but as long as they don't have to pay for the water that is wasted they don't care.
  

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 8, 2022/11/16) */
  Mr.******** needs to contact*********** Center Community Development District directly at their office. *********** Center Community Development District is a local water/wastewater utility special purpose government entity.