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:06/18/2025

  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.

  I was charged $540.00 for 2nd quarter *** ****. I sold my house March *******. I do not owe 2nd qtr *** **** as I no longer lived there. I began reaching out to get this resolved on April ****** at 4:30(ET). I have been passsd around from ***** , ***** office to **************** in *******. I have provided all documents they requested to prove sale of my home. 13 weeks later I have no refund! No one has communicating anything to me for 2 weeks.

  

  Business Response

  Date: 06/20/2025

  Hello Kandee.

  I reached out to you via email to get some more information so that I may investigate this matter and help resolve it.  I also answered your 1-star negative review on ****** asking that you please respond to my email so that I can further assist you, or respond here with the following information:

  The name of the *** where you resided

  The name(s) of whom you reached out to at home office and in the property address.

  Please provide this information and I will start working on this ASAP.

  Thank you and I look forward to assisting you with this and getting a favorable resolution.

  Best,

   

   

• Initial Complaint

  Date:06/10/2025

  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.

  This is a very serious issue involving an *** that are overstepping their authority in ways that are negatively impacting residents.Since my two sisters purchased the properties, I have always been the point of contact, the developer has always contacted me and shared my information with the Association. I have never received a communication from the Association, they claim they sent it to my sisters, which they never did.Suddenly my sisters received a letter from an attorney threatening to place a lien on the houses if my sisters did not pay what they owed. They owed a year of association fees without us knowing anything. My sisters have several properties in ******* and have never owed a ***** to any association because we have everything on autopay.We paid what they owed on May 6, 2025 and the payment included the monthly fee for May.Since May 25, we have been trying to access the Association portal to set up autopay, but Castle Group has denied us access, claiming that it is in legal status. It's been over a month since we paid and they deny us access to the portal. I contacted ***** ******** and she continues to deny access.Castle Group is acting beyond their designated powers, the *** is creating unnecessary burdens for property owners. I told them that we will pay the monthly fee once we have access to the portal, which is my right. I also told them that I will file a complaint with the ****

  

  Business Response

  Date: 06/17/2025

  Thank you for the opportunity to respond to the recent complaint filed regarding the handling of HOA account communications, collections, and portal access. Castle Group is committed to transparency, fairness, and the proper administration of HOA affairs in line with governing documents and applicable laws.

  
  We have thoroughly reviewed this matter and would like to provide the following clarification:

  Communication of Account Notices and Delinquency
  Our records indicate that all standard communication procedures were followed regarding the accounts associated with the properties in question. Courtesy notices regarding outstanding balances were sent via email in both January and February 2025. These were **** to all email addresses listed in the Associations management system (Jenark). Documentation of these communications has been retained for reference.

  
  According to the system logs and attached email records, the only email address on file during that period was the one listed for the primary owners. There was no alternate or authorized contactsuch as the complainantofficially documented in the system or submitted by the owners to the Association.  We have attached the Welcome Home Letter ; the courtesy reminders. 

  Collections and Legal Status
  Following non-payment and the expiration of multiple courtesy notice periods, the accounts were referred to the Associations legal counsel for collections, in line with the Associations policies. A lien notice was issued by the attorney as part of this legal process.
  The outstanding balance was paid on May 6, 2025. However, once an account enters legal status, it must be formally cleared by the attorney and confirmed by Accounts Receivable before portal access can be restored.
  We are pleased to share that as of June 17, 2025, Castle Groups Accounts Receivable team has confirmed receipt of the payment from the law firm. The account is now current, and portal access has been reinstated. The owners may now proceed with setting up autopay and managing their account online as intended.

  Access to the Portal and Future Payments
  We understand the inconvenience caused by the delay in restoring access, and we appreciate the owners patience. Now that the account has been cleared from legal status, we encourage the owners to log in to the portal and resume their preferred payment arrangements.
  We also recommend ensuring that all contact and ownership details are kept current within our system. If a third party is to be designated as an ongoing account contact, written authorization must be submitted to our office so that records can be updated accordingly.

  Closing Statement
  Castle Group has acted in accordance with its authority and obligations under the Associations governing documents. Our team diligently followed the established procedures for communication, collections, and account reinstatement. We remain committed to providing responsive and respectful service to all owners.
  If the complainant or the property owners have additional questions or require assistance with portal setup, our office is available to help.

   

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23452823
  
  I am rejecting this response because: they are lying. I've been trying to login to the account every single day and just because I filed the complaint with BBB and DBPR they are saying that the accounts are released online. No, they are not. I just tried to pay the association and it says "Your account currently has a "Do Not Accept" status.
  Please contact your association and/or management company"
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 06/17/2025

  Thank you for your follow-up. We understand your continued frustration and appreciate the opportunity to clarify the current status of your account.
  Our internal records confirm that payment was received from the Associations attorney and processed by our Accounts Receivable team. As of June 17, 2025, the account was marked current and is no longer in collections. The collections flag was removed on our end, and the account should now be eligible for full portal access.

  
  We understand youre still encountering the Do Not Accept message. In our testing, we accessed the portal through ******************************, which did not produce any login restrictions. If you are using your associations direct site instead of Castles main portal, the system may not yet reflect the cleared status. In some cases, this may take up to 24 hours to fully sync across systems.

  
  We recommend the following next steps:

  
  Try accessing the portal again through ****************************** using a different or updated browser.

  
  Wait up to 24 hours to allow system updates to propagate.

  
  Contact our ***************** team directly at (800) 337-5850option 1 for ***************** to verify that your account is no longer in collections and to confirm portal access options.

  
  Alternatively, we are happy to send you the attached account ledger for your records, which reflects that your account is current.

  
  At this time, all actions available on our end have been taken, and we remain committed to helping resolve any remaining issues you may experience. Please do not hesitate to reach out directly so we can assist further.

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23452823
  
  I am rejecting this response because: I just tried BOTH ACCOUNTS online with ************************* on the phone and they confirmed that the accounts are blocked from making payments online. This is going way to far. They received the payment on MAY 19, almost one month ago and I have confirmation from property manager that they received on that date. Up to this date they are blocking us. I truly hope that **** would do something about it because this is absurd. 

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

• Initial Complaint

  Date:05/31/2025

  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.

  We are senior citizens passed the age of 65 years. Continue with the harassed ****** ******** at Castle group, Remington, demanding large amounts of money that was never owed to them Harassed by these people recently paid them. The lien went from $2000 to $5072 . I have proof of every email and letter.

  

  Business Response

  Date: 06/04/2025

  I am in contact with Mrs. **** and I am assisting her.  She has my direct phone number and email and we have been corresponding while I investigate her compalint.

  Thank you.

• Initial Complaint

  Date:03/16/2025

  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.

  Unfair Termination and Disability Discrimination Dear *********** am writing to submit a formal complaint regarding my termination from Lakes at **********, on Feb 7th, 2025. I allege that my termination was unjust and discriminatory, in violation of the Americans with Disabilities Act ***** and other applicable ******* a qualified individual with a disability, I was entitled to reasonable accommodations and protections against discrimination. However, despite my satisfactory performance and efforts to communicate my needs, I was subjected to a hostile work environment and ultimately terminated without warning or justification.Specifically, I allege that:1. My termination was motivated by my disability and Mr. ** ****** personal bias, as well as his familial connection to the company's Board of Directors.2. The Maintenance Manager's consistent use of a derogatory nickname, "Watacon," which means that I am the "dog of the boss" which created a hostile and discriminatory work environment.3. The company failed to provide reasonable accommodations and engage in the interactive process required by the ADA.I request that this matter be investigated thoroughly and promptly, and that appropriate action be taken to protect the rights of employees with disabilities. I would appreciate it if you could provide me with the results of this investigation and inform me of any actions taken to address this situation.Thank you for your attention to this issue

  

  Business Response

  Date: 03/24/2025

  We have thoroughly reviewed this complaint in coordination with our *************************** As part of this process, we investigated the concerns raised by the former employee to ensure they were addressed in accordance with company policy and standard procedures.

  
  The former employee did bring forward certain concerns during his time with the company, and those concerns were appropriately addressed at the time. We remain open to further communication and welcome the individual to reach out directly to Castle Group should they have additional information or unresolved matters to discuss.

  Thank you.

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23073384
  
  I am rejecting this response because:

  The concern was not resolved. I have not received any call or e-mail from the employer. The company has not relocated me to a new property. Property Manager ******* ******** as well as Clubhouse Manager ******* **** have not responded to this message. I am currently still unemployed without any resolution for a new job location relocation. 

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

  

  Business Response

  Date: 03/28/2025

  We appreciate the opportunity to respond to the complaint filed by *** **** ******** We understand and respect *** ******** concerns, and we would like to clarify the events and communication that took place during his employment transition.
  
  On February 12, 2025, *** ******* was formally notified via email of his placement on the "bench" for a period of 30 days after the team met with him. As outlined in the attached email sent by the Employee Relations Partner, the bench period was designed to provide an opportunity to find a new site placement for *** ******** He was also informed that if no placement was secured by March 12, 2025, his employment would be terminated.This communication also included details about compensation during the bench period and reasonable accommodation due to his disclosed disability.
  
  On March 14, 2025, a follow-up meeting was held with *** ******* at 2:30 PM. Attendees included his Regional Director, Employee Relations Partner, and *** ******* himself. During this meeting, *** ******* was informed, as previously discussed, his bench period had concluded on March *******, and unfortunately, a permanent placement was not secured. As a result,his employment was separated effective that date.
  
  The Employee Relations Partner clarified that *** ******* would receive a separation notice, that any active benefits would continue through the end of March, and that he would be eligible for rehire and unemployment benefits, as the separation was due to lack of available work. Contact details were confirmed, and *** ******* acknowledged the information without further questions. He was also advised to reach out to Employee Relations should he have additional concerns.
  
  We are committed to handling employment matters in a respectful,transparent, and lawful manner. We believe the actions taken were fair, and all communication with *** ******* was timely and clear. If *** ******* has further questions or concerns, we remain available through our ******************************

• Initial Complaint

  Date:01/15/2025

  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.

  I am filing a complaint against Saxony *** for harassment, negligence, and invasion of privacy. Theyve sent me baseless notices and denied me a much-needed health aide, despite my critical medical needs. A board member has repeatedly heckled me and pushed false claims, such as accusing me of being responsible for someone urinating outside my home and litter in the parking lot. The *** Secretary/Co-Treasurer has invaded my privacy by peering into my windows and reporting irrelevant details about my home (e.g., having boxes or being dirty) to my landlord, who also found these actions inappropriate.Additionally, the *** interrogated my health aides with inappropriate questions, such as where they went to school and where they are from, violating their privacy and professional boundaries. Theyve refused to provide me with the full *** rules and regulations, leaving me at a disadvantage when trying to comply with their demands. Their actions have created a hostile and unsafe living environment for **** also suspect discrimination in their behavior, as they seem to target me unfairly while other residents do not face similar treatment. Their harassment, privacy violations, and lack of support have caused me significant emotional distress to the point of where I had to be hospitalized multiple times. I am requesting assistance in addressing these issues and holding Saxony *** accountable.Sincerely,****** ****

  

  Business Response

  Date: 01/16/2025

  Castle Group serves as the property management company for ********** and does not employ or appoint the ********* of Directors. The Board of Directors is comprised of community members who are elected by the homeowners, as per the governing documents of the association.

  
  We understand the seriousness of the concerns raised; however, it is important to clarify that the decisions and actions described in the complaint, including the enforcement of community rules and interactions with residents, are the responsibility of the ********* of Directors. Castle Groups role is to execute the directives of the Board and support the communitys day-to-day management within the scope of its governing documents.

  
  We recommend addressing these concerns directly with the Saxony ********* through the formal channels outlined in the communitys governing documents. If needed, Castle Group can assist in facilitating communication to ensure that all parties are heard.

  
  We strive to ****** positive and respectful environments in the communities we manage and remain available to support the resolution process where appropriate.

• Initial Complaint

  Date:01/08/2025

  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.

  I was charged twice not allowing me to pay other bills, HOA has increased significantly with no reasoning, feel like Im being overcharged, different units pay different amounts, Im highly upset and want my money back, system is terrible

  

  Business Response

  Date: 01/09/2025

  The business
  responded to this complaint but has asked that its response not be published.

• Initial Complaint

  Date:12/06/2024

  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.

  I have been trying all day to get the roof replacement requirements for Isles at ******. I left a voicemail and emailed. I called several times today with no return call. I called corporate and they could not help me. My daughter went there at 4pm and found everyone in a meeting. She waited an hour for the information. Finally after 5pm someone came up to her and rudely told her to come back on monday. MY DAUGHTER CALLED ME CRYING that she was told to leave. I left work at that point hoping to catch them before they left. I did not. My insurance company sent me a letter today giving me a short time to replace my roof. I found a roofer who doesnt even think the time frame is even possible. I desperately needed that info today and the hoa would not provide it. I beg anyone to send me this information asap. I Will be forwarding this to every single person I can find at castle group until I receive the information

  

  Business Response

  Date: 12/12/2024

  I have been informed that Mr. ***** submitted his ARC application for the roof of his choice.  It is currently under board review.  Castle Group does not employ Board Members as they are voted in be each individual association.

  Thank you,

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22652442
  
  I am rejecting this response because: ******************** gave me 3 weeks (Starting on 12/6/24) to resolve my roof situation. I contacted everyone possible at Castle Group and advised them from the start that I needed assistance getting approval for this process. My contact was sending emails to everyone because nobody could take a moment to talk to me on the phone or return any of my phone calls. Nobody at castle group knows what type of roof is allowed. I was forced to submit paperwork with no assistance

  Only the assistant, ********** has been of any assistance. That assistance was she answered the phone on 12/19/24 forwarded my email asking to put a rush on my application. I'll now lose my homeowner's insurance and will not be able to secure new insurance due to castle group having literally no interest in helping with this approval. Castle group sure knows how to bully homeowners into spending thousands of dollars to fix issues. They have literally no interest in helping homeowners with any issues. 

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

  

  Business Response

  Date: 01/03/2025

  I have been notified by the Property Manager that  Mr. ******* approval was received today on January 3, 2025 and the permit process with the City of Weston.  Thank you.

  Customer Answer

  Date: 01/03/2025

   
  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:09/25/2024

  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.

  Castle Group manages the ***************** in **********, **. I was issued speeding fines from the management company and was told by ********, a Castle Group employee under ******* ******, that the discounted amount of $50 would still be honored the day of the hearing, but it was not honored. The management company employee acts as an agent of the company. Therefore, I except it to be honored.

  

  Business Response

  Date: 09/27/2024

  The language stated in the violation letters (both of which are attached hereto) is clear in stating that the Board allows a discounted payment of the fine before the date of the ******************* meeting.  As a courtesy, the Property Manager agreed to let Ms. ********* pay on the day of the meeting, however, it needed to be paid before the commencement of the meeting.  Please see the Property Manager's reply:

   

  "The language on the letters clearly states the discounted rate must be paid prior to the meeting date however, we assure residents that we would extend the courtesy of accepting the discounted rate payment the day of the meeting up to the meeting start time. This owner did not ask the front desk teammate if she could still pay the discounted rate AFTER the meeting was over, she only asked if she could pay the same day and was told yes."

   

  The rules state the discounted rate is honored up until the date of the hearing.  As a courtesy, they were willing to accept it before the meeting start time.  Ms. ********* did not pay before the start of the meeting.

   

   

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22341366
  
  I am rejecting this response because:

  It makes no sense that I would attend the hearing and not pay the fee the same day. I brought my checkbook and asked the hoa attorney and he told me not to pay, even after I informed him that I was told I could pay that day. I was blatantly lied to and Castle Group clearly refuses to take responsibility for their actions.

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

  

  Business Response

  Date: 10/02/2024

  As stated on the two violation letters attached hereto, the rules of the Board are clearly stated.  Ms. ********* was speeding and the notice and process complies with the the Declaration of Covenants, Restrictions and Easements for Olympia, Rule 5.C.1 and the ****************************** Act (ch. 720, FLA. STAT). This is not written or imposed by Castle Group.  The notice clearly states that for "Expedited Resolution,"  the fine must be paid BEFORE the 9/12/2024 hearing.  As a courtesy, Ms. ********* was advised that she could have paid the day of the hearing BEFORE the hearing, however, this was just a courtesy and not mandatory.  This was offered as a kind gesture by the Property Management office.  She did not do so.  The Board has the responsibility of establishing and enforcing community rules.  Please note that Board members are not Castle Group employees and as such this BBB complaint has been erroneously filed against Castle Group and should be dismissed.

   

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22341366
  
  I am rejecting this response because:

  I  was not speeding, and you have no proof that I was driving the cars. In fact, after I questioned the accuracy of the speed devices, they disappeared and are still missing today. 
  
  Castle Group was hired by Olympia ***, which creates an agency relationship with the **** This means that the management company acts on behalf of the *** and has a fiduciary duty to act in the best interests of the association and its members.
  
  ********, an employee of Castle Group, stated that payment could be made the day of hearing, but I was denied the opportunity to pay despite stating my willingness.
  
  I find it unconscionable that Castle Group refuses to waive the $50.  This is no way to treat a member of the ***************** who Castle Group is working for.

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

• Initial Complaint

  Date:08/29/2024

  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.

  damage to home without any help from HOA upstairs unit was purchased on 05/22/2024 constant banging and drilling. This is not only an issue due to my property damage- it's a health issue for me I suffer from a heart condition called WPW (wolf *********** white), have had 3 heart ablations, have been treated for AFIB; major depression, anxiety, panic attacks, etc. All these have been documented for a minimum of 20 years. I have tried to come to a resolution, but it has not been effective.

  

  Business Response

  Date: 08/30/2024

  What property? We manage over 500 properties. Need a name.

   

  thank you.

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22217541
  
  I am rejecting this response- it is in the Villas in ****************** *******
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/10/2024

  The Property Manager provided the below explanation to ********************** complaint:

  
  ****** contacted me after the unit above her started remodeling. The upstairs unit owner submitted an ARC Request on May 31st, which was approved by the Board President on June 19th.
  The first day ****** contacted me,she came to my office, and I had **** (Maintenance ***) inspect the unit. He took a couple of pictures and said they looked like surface cracks. We showed the pictures to the Board President, who said they looked like settling cracks.****************** told me she would wait for the remodeling to be over and then talk with the neighbor upstairs.

  
  I spoke with the upstairs unit owner, who told me she offered to have her drywall guy repair any cracks that might have been caused by the work. However, on the day the sheetrock guy was supposed to check out the unit, he was going to be late, and ****** told the owner to forget about it because she did not have all day to wait for him.

  
  I have helped ****************** in every way I could. I even gave her my personal cell phone number to put her at ease.I am not complaining, but she contacted me after 7:00 PM and as early as 4:30 AM. She got upset with me because I asked her to send any requests via email and informed her that she would have to get an engineer to show that the repairs upstairs made the damages.

  Because ****************** was asking for financials, inquiring as to who the *** is, and why the association needs money, I asked her to please submit her requests via email.

   

   

  
  

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22217541
  
  I am rejecting this response because when I originally spoke with ***** the renovations had just began. Please note that I was forwarded the approval for renovation of 1256 sq foot condo that could last 1 year. The entire upstairs has been demolished. They are cutting tile, *** and any other thing needed on the enclosed patio above mine which now is buckling my wall, and the enclosed patio is not considered in the square footage so the actual walls are cracking which are considered the outside structure. The upstairs tenants had a subcontractor from ********** deliver the *** flooring. I woke up to what sounded like an earthquake- pictures were falling off my walls and broke the crystals on my living room, fan. The actual impact shifted my front door, shifted my tile away from the wall and directly where you can see the structural damage on the outside structure it aligns with my kitchen.. Also there is foundation damage to my back patio it is the foundation- possibly from the drilling, lack of maintenance such as our pumps that my unit was assessed 8049 to install these to help move the water and help with mold. I asked him to stop construction on the upstairs until we can figure out the damage to my house- no response (I have the text correspondence). I also informed the *** that ********* ants are invading my house one bite me in my sleep. There are places where my crown molding is separating from my tile and ceilings from the wall., My cabinets are not attached in some places, and I cannot open them because I don't want anymore damage. My cabinet above my stove is separated from the wall, my kitchen cabinets don't align; My back shower is now leaking from the wall; my air conditioner unit had white spores in it - I ordered a mold report and just received it. I asked ***** to bring out a structural engineer his response you will have to get your own. My own? To review the outside of the building? Also he said nothing was unusual with my building as he compared it to building 13. There are 20 buildings in this complex  I am not sure why building 13 was chosen. Also building 4 unit 401 has vacated the property there are pumps pushing water out and they are suing the ***. There is so much more damage but I am going to snip an email to give you an idea. A sun biz search of Castle Group shows it is owned by REO litigation attorneys in ******* with that being said how am I to fight REO litigation attorneys. If there is some misspelling I apologize I was released from ICU yesterday I was throwing up blood and had internal bleeding my health at this point is my biggest concern.

   

  email - I do not feel N/A is an adequate response. This email was meant to confuse me. I thought I was [pretty transparent in my numbering of the questions and sub questions. I am not how much simpler I can get for answers to all questions.  Also who is not required to document when a unit owner has concerns????? Please note I have 100s of pictures/videos; text and email correspondences between the ***; upstairs unit owner and my neighbors who are also living through this daily. There are many more damages I believe I am up to 8-page word document if needed, finally in the beginning of this process I was trying to be kind and understanding after all this individual who bought this unit will be my neighbor but as time went on I started noticing more and more damage

  
  On Tue, Sep 3, 2024 at 4:17?PM ****************** <***********************************> wrote:
  
  Hello ******, 
  
  Please find my answers in Red.
  
  
  1.      I need all the board members names and contact information.
  
  
  a.      How long they have been on the board: ********************* (President), ************************* (V.P.), ********************* (Secretary), ***************************** (Treasurer)
  
  
  b.     If they reside our community The ************************* - Yes
  
  
  c.      If they do not reside in our community (The Villas) what allows them to be board members - Your documents allow you to be a Board member as long as you own a unit in the community, you do not have to live here.
  
  
  d.     The approval from board member (please provide full name and contact information) to do a complete demolition of upstairs unit (this is unit 202)
  
  
                                                                  i.      What exactly was approved - new *** flooring and new cabinets and new tile. The cabinets will replace kitchen and bathroom. All new *** flooring throughout and will use underlayment sound barrier, tile back porch, shower and bathroom.
  
  
                                                                ii.      Did the board member take into consideration that the building already had structural issues - was not aware of any structural issues.
  
  
  1.      If so, on this basis how was this decision made? N/A
  
  
  2.      How long was this complete demolition approved for? Work on proposed improvement(s) must commence within six (6) months of approval and be completed within one (1) year thereof. 
  
  
  3.      Exactly what was approved? - See above
  
  
  4.      If the owner that purchased this property decided that additional repairs were needed, did it require board approval -    N/A        
  
  
  a.      If it did not require board approval please provide the exact reasons why and under Florida law why this was acceptable - N/A
  
  
  2.      Per our conversation on Thursday 08/31/2024 you advised that the damage to my building was consistent with other building that you had walked around and inspected I will need the following
  
  
  a.      What building were inspected - a unit in building 13 it was not an inspection, no report given. 
  
  
          i.      When these buildings were inspected 
  
  
  1.      Time inspected - N/A
  
  
  a.      Time my building was inspected as compared to the other buildings and pictures of the damages to other buildings and mine that a conclusion that day was able to be made and your license qualifications to be able to make this analysis the same day   N/A                  
  
  
                                                                                                                                          i.      How this analysis was able to be completed so fast without a structural engineerN/A
  
  
  1.      If a structural engineer inspected I require a full report if your not able to provide I will need the Florida statutes that allow you to withhold this information to me as a homeowner  N/A
  
  
  3.      The *** who conducted the analysis of the deficit in finances that came to analysis that we have over 200k in a deficit following questions
  
  
  a.      Please provide *** full name ***********************, ****** ***
  
  
  b.     Please provide his license number for Florida
  
  
  c.      Please provide documentation how Castle/ board members  obtained this third party individual *** l that is a neutral party - *** was hired prior to Castle
  
  
                                                                  i.      What is considered a neutral 3rd party for Castle N/A
  
  
  1.      Was due diligence conducted on part of Castle to confirm the *** was neutral N/A
  
  
  d.     Did Castle do a full evaluation of financials before acquiring this property as an *** from Stellar ? N/A
  
  
                                                                  i.      If not, why?
  
  
                                                                ii.      If full analysis was completed and financials were misrepresented for Stellar what is your legal course of action?
  
  
                                                              iii.      If they were aware of financial situation what was there reason for taking on this ***
  
  
  
  
  4.      You advised me on Thursday 08/29/2024 that you spoke to your regional manager and I am required to get my own structural engineer following questions - I discussed with ******* and we came to the conclusion that it is the homeowners responsibility to come up with all of the information.
  
  
  a.      Requesting full name of your regional manager - *****************************
  
  
  b.     Address of corporate office - ********************************************************
  
  
  c.      Phone number - ************
  
  
  d.     Time you spoke with her - Afternoon
  
  
                                                                  i.      any record of this conversation - No
   ii.      if a record of conversation concerning the damages to my property are not required please provide laws that require you not to keep a timeline - if your not required to disclose this information i need the reason why
  
  
  Thank you and have a great day, 
  *****
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/17/2024

  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.

  In March 2024, Castle Group took over as our HOA. In July, our quarterly payment was due. Due to the switch in companies, we did not get a reminder for the payment. As a normal human being, it slipped my mind to make the payment. After 2 weeks, I received a letter that my payment was late. I was charged a $25 late fee. In addition to this, I was charged a $30 admin letter fee, as well as a $7.95 interest fee. I immediately called ****** Phoenix, the property manager. I explained to her that it was an honest mistake and it has never happened before. And she said she understood (or so I thought). I asked to have the fees waived as a one time courtesy, or atleast half of the fees, as $63 is ridiculous for being 2 weeks late. After a few hours, she e-mailed me back, giving a bunch of by the book excuses. I decided to go meet her in person at their office, but she sent someone by the name of *************************** to handle it for her. He took down all the information, and said he would talk to ****** or someone above ******, and get back to me that same day. Obviously, he did not get back to me. 2 days later, I called him. He said he still did not have an answer, and will get back to me on Monday. Monday came, I called the office, and he was not in (what a surprise). 2 days later, I personally went back to the office, and he said he still did not have an answer. In the meantime, I was charged another $30 admin fee. Now my total has risen to $93 in late fees, because of their incompetence. In addition to speaking to ****** and ******, I had called the Regional Director, *********************. I left multiple voicemails for her. Finally, I got in touch with her. She said she would get back to me the next day. Once again, she didnt. I called a few days later, and she e-mailed me back with some more by the book excuses. I was forced to pay close to $100 in late fees, because Castle Group did not send us a reminder for quarterly dues, like our previous management company used to.

  Customer Answer

  Date: 08/19/2024

  I received a call from the Regional Director, *********************, this morning (August 19, 2024). Castle Group has issued the full credit, which we were requesting. The issue has been resolved.

  

  Business Response

  Date: 08/20/2024

  Hello, I have been advised by the Regional Director, ********************* that she has reached out to ******************************* to adivse that the Board approved removing the fees as a one time courtesy.  Therefore, he has gotten the relief he has requested.

  This matter has been favorable resolved.

  Thank you,