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:08/26/2025

  Type:Order 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 3.20.24 a late fee discrepancy was made on my HOA fees with TX Star. I spoke with ******** *** on 4.11.24. I provided the check # **** dated 3.20.24 in the amount of $89.10. Ms *** advised that she recognized there was an internal issue that delayed the application of my payment and agreed to remove the $15.74 late fee. During this time the property management company changed to Castle Group. I have been contacting them on a quarterly basis since to remove the late fee that they said was a balance rolled over to them. I have requested several times contact with ****** ****** the property manager with no return calls. I have spoken to multiple **** such as ******* 9.17.24, ***** 12/20/24, and **** 3.18.25 and 6.18.25. No one is doing anything to correct the situation. This property management group is non responsive and difficult to work with. I want the late fee removed immediately.

  

  Business Response

  Date: 09/11/2025

  Good morning.

  I apologize for the delay in responding.  We investigated and found that we inherited a balance forward of $15.74 from ***** Star in May 2024.  However, we have gone ahead and credited the account and the account is now current.  I have attached the screenshot provided by the association accounting to show that the $15.74 balance is now $0.00.  

  Thank you.

  Customer Answer

  Date: 09/12/2025

   
  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:08/20/2025

  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.

  I accidentally filed my complaint as a review, and Castle Group responded and indicated they had someone to talk to me, but I cant see it. Id like to talk to them and work this ****** summation, Castle Group took over managing my HOA. There was a clandestine HOA assessment that I never saw until a mailed notice dated in late June but received in mid July went out. When I went to the portal to pay it, I was locked out. There are 2 other HOA fees for ChampionsGate and I do not miss an HOA fee. I tried to pay and they refused to take my payment, said that I was in legal and they could do nothing. They wouldnt give me the name of their lawyer, merely identified a large law firm. They wouldnt give me a file number. I reached out several ways to large firm, they just sent me AI messages that my email was received and theyd get back to me with a payoff. That was two weeks ago.I found that they could not reject payment so I sent 2x what the alleged debt was via *****, they signed for it but havent deposited it, that was more than a week ago. No confirmation of receipt, nothing. Their law firm is clearing trying to justify excessive and unreasonable fees against a HOA member that is trying to unconditionally pay in full. They are affirmatively blocking my ability to pay them in order to harm me.Castle Group represents that they have the highest ethical standing, but here they are trying to take advantage of an out of state homeowner in a protected class in order to help some law firm charge fees and interest. I want to pay the debt, get back into good standing, and then file my claims to the ****************************** (****), which is part of the ************************************************** (DBPR) as well as a false advertising claim with the *** Probably ethics claims against the attorneys filed to Florida Bar.I feel horrendously mistreated and all Im trying to do is pay this fee I knew nothing about and get it on auto pay moving forward.

  Customer Answer

  Date: 08/25/2025

  This shows a portion of my communications with Castle Group and their attorney.  To date there have been no responses from their attorney.

  

  Business Response

  Date: 08/29/2025

  Hello Mr. **************** would like to assit you with this matter.  Please reach out to me at ************************************* and my direct number is ************.  Thank you.

• Initial Complaint

  Date:08/17/2025

  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.

  1.Sprinklers Running at Commuting Hours (Property ********************* months, our property sprinklers have been set to turn on at exactly the time we leave for work (around 8 AM).This results in us being sprayed daily, damaging clothing, electronics (cell phones), and creating unsafe walking conditions.Despite repeated complaints, the schedule has not been restored to the original time (3:304:00 AM), which worked without issue for years.2.Failure to Resolve Despite Promises The property manager first lied about records of sprinkler activations, claiming adjustments had been made when they had not.The Regional Director *** ******** falsely accused me of things that never happened, fabricating incidents instead of fixing the actual problem. These statements were made only after I escalated my complaint to Castles ******* office staff contacted me with sweet talk but provided no corrective action. The sprinklers still run at the exact time I must exit my home, showing that Castle had no genuine intent to fix the issue.3.False ************************ The Regional Director is on record inventing stories about my interactions to discredit me rather than addressing my legitimate complaint.This constitutes unprofessional conduct and potential defamation under Florida law.4.Property ******************* Castles refusal to correct the schedule has directly caused property damage (wet phones, clothing, and risk of slips).Under Florida Statute 720.303(1), HOA boards and their agents are required to protect community property and avoid causing damage through negligence. Castles negligence is a direct violation of this statutory duty.Resolution Requested Immediate correction of the sprinkler schedule to pre-**** hours (3:304:00 AM as it was for years).Written apology from Castles Regional Director for making false accusations.Compensation for property damage caused by months of exposure to sprinklers..

  

  Business Response

  Date: 09/02/2025

  Property Manager for this property replied below.  In addition, the Regional Director personally emailed the owner 9 times to attempt to resolve this issue.:

   

  In November 2024, the Board approved repairs to the irrigation wiring and time clocks throughout the property. Following this decision, the time clocks were serviced and reset to 30-minute run times per zone, in accordance with the scheduling guidelines set by the ******************* Management District.
  
  Due to regulatory constraints and the design of the irrigation system, each zoneincluding individual homes and common areasreceives water for 30 minutes before the system advances to the next zone. Any adjustment to a time slot affects the entire zone, not individual properties.
  
  In response to the residents' complaint, I, the property manager visited the property alongside the Irrigation Manager to assess the issue and provide clarification. Upon arrival, we activated the irrigation system to verify functionality, as the resident had recently reported a *************. The system operated as intended.
  
  The resident met us outside and, upon learning the irrigation was functioning, began verbally insulting me, questioning my qualifications and suggesting I resign. Despite the hostility, I continued to explain the scheduling limitations. We informed him that the only available adjustment would be a 30-minute shift earlier or later, due to the systems configuration.
  
  The resident then accused me of intentionally disabling his irrigation in retaliation for his prior complaints. The Irrigation Manager attempted to demonstrate the systems operation using a tablet, but the resident dismissed the explanation and insisted the irrigation should run at its previous time. I reiterated that we could not accommodate that request, as his home falls within a fixed time slot.
  
  A second resident joined the conversation, and we clarified that irrigation had been temporarily disabled during the rewiring processa notice they acknowledged receiving. Despite continued verbal aggression from the original resident, I redirected the conversation to the second individual and reiterated that no further changes could be made.
  
  The residents expressed concern about the condition of their lawn compared to a neighbors, noting the presence of weeds. We explained that this issue was unrelated to the irrigation system. The ********************* District (CDD) is not responsible for irrigation heads located on private property. In this case, the area from the front door to the sidewalk is paved and not serviced by CDD irrigation. Residents were previously informed of the irrigation schedule and had the option to redirect their irrigation heads toward grassy areas if desired.
  
  The system operates twice weekly for 30 minutes per zone, with only one of those cycles occurring on a weekday morning. Based on our assessment, any damage or decline in lawn condition appears to result from the residents own decisions and lack of maintenance of their private irrigation components.

  Customer Answer

  Date: 09/03/2025

   
  Complaint: 23759624
  
  I am rejecting this response because:

  This entire response from Castle Management is false, misleading, and another example of the dishonesty and unprofessional behavior we have been dealing with.
  
  First, the property manager in question, ****** is no longer even employed with Castle Management. I confirmed directly with the office that she was terminated some time ago. It is highly questionable how someone who was fired is still responding to complaints on behalf of this community. This alone exposes the response as a sham.
  
  Second, the so-called Regional Director, *** ********, has shown himself to be equally dishonest and complicit. Both he and ***** have a long track record of corruption, favoritism, and unethical conduct, including providing gifts and favors to board members to protect their positions. This is not a matter of speculation but a pattern that is widely known among residents.
  
  For over five years before Tianas arrival, our irrigation system worked without issue. Since she took over, we have had nothing but problems, manipulations, and retaliatory actions. Her excuse that the sprinklers cannot be adjusted is falseour system ran without issue for years, until she deliberately changed the schedule to run exactly at the time residents leave for work. This is not a regulatory constraint, it is a deliberate act of retaliation and harassment.
  
  Now, in retaliation for our complaints, *** ******** has gone so far as to issue false violation notices that have never occurred. This is nothing short of intimidation and abuse of power.
  
  Castle Managements conduct under *** and ***** is corrupt, hostile to residents, and in direct violation of professional standards. I will be filing complaints with the ********************************************************** (DBPR), as well as other oversight agencies, so these unethical practices are investigated and addressed.
  
  The reality is simple:
  
  Our sprinklers worked fine until Castle Management under ***** and *** interfered.
  The current setup is retaliatory, deliberately timed to disrupt residents.
  Their written response is full of lies, meant to cover their misconduct.
  Their ongoing threats and false violations are abusive and unacceptable.
  
  I urge any reviewing agency to take this matter seriously. Castle Management is not acting in good faith and is harming residents through lies, retaliation, and corruption.
  
  Muhammad G

• 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,
  
  ******* *****