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: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,

• Initial Complaint

  Date:08/02/2024

  Type:Product 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.

  Castle Group is the property management company at Towers or **************** in ********. We are selling our condominium in the building a requested a estoppel letter from Castle Group. The letter we received had an incorrect amount for a balance on a assessment. We have been in communication with Castle Group everyday this week to receive a corrected estoppel letter. Everyday I am told they need the accounting department to correct and I will receive a call back later in the day. I have not received a call back and when I call again it is as if I have to start from the beginning. We were schedule to close today, which now is being postponed. Castle Group is uncaring of how their actions hurt the condominium owner. Both us as the seller and the buyer. I am concerned that the buyer will go frustrated and nervous with having to work with Castle Group in the future and walk away from buying the condominium. I am unsure if Castle Group is doing this by design to keep an overpayment of an assessment or just this inefficient.

  

  Business Response

  Date: 08/05/2024

  This information was submitted on the morning of Friday, August 9 to To: ********************************* <******************>
  Subject: ********************** # **** - Estoppel #******.

   

  I have attached all the documents here as well.

  Customer Answer

  Date: 08/19/2024

   
  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:07/08/2024

  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 do not recommend this company AT ALL. They have one excuse after another and only collect "application fees" and decline you even after CLEARLY providing them with everything they need for approval. This company is not only unethical, but unprofessional and a total scam. Additionally, ********************* has been asked multiple times to escalate this with management and they refuse to acknowledge the request. Out of personal spite ***** made sure to decline our request even though we clearly gave them everything 14 TIMES, 14 times! ***** even breached privacy laws by sending all of our information to the wrong person on top of that without consent and claimed it was a "mistake". Then harassed us about survey's and measurements which they received clearly 14 times and again just today highlighted AGAIN. This company is unethical and very *****. Still waiting on management.June 3rd we mailed a check and application. June 6th they cashed the check without any notice. Two weeks go by and we had to reach out to them. ***** breached our privacy and sent our private information to someone else then claimed it was a "mistake". After that ***** and company kept asking for more things and giving us more excuses. Each time we fulfilled their requests, we had more excuses. Out of spite they then declined our request and added another excuse on it claiming now they want the fence company to send them the measurements instead of us which is merely an excuse because they are being ***** and not even required.At this point they are bullying us and we simply want to be treated right like others and get our approval for a simple fence like everyone else without one excuse or privacy breach after another!

  

  Business Response

  Date: 07/11/2024

  I have been advised by the Regional Director that this matter has been resolved on Monday, July 9 and that the application for the fence was approved.  Thank you.

  

  Business Response

  Date: 07/17/2024

  This was resolved on Monday, July 8. 
  The developer board would not provide an approval until the owner outlined where the fence was going.  The Regional Director reached out to the developer and this was resolved and the application was approved and as such, this complaint should be successfully and fully resolved.

  

  Business Response

  Date: 07/18/2024

  This was resolved on Monday, July 8. 
  The developer board would not provide an approval until the owner outlined where the fence was going.  The Regional Director reached out to the developer and this was resolved and the application was approved and as such, this complaint should be successfully and fully resolved.

• Initial Complaint

  Date:07/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They manage a property owned by my father. We have a problem where they have erroneously billed ********* for water use in one month. We have been trying to contact them by phone and email and cannot get a response.

  

  Business Response

  Date: 07/11/2024

  I have been advised by the Regional Director of this property that the ledger has been updated and this issue has been successfully resolved.  This matter has been fixed.  Thank you.

• Initial Complaint

  Date:06/12/2024

  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 as a homeowner put in a formal request to fence in my yard a week prior to the *** meeting, and due to the negligence of staff was postponed for a month. I have made several attempts to contact the Property Manager of Aspire at ********* over the past few weeks to inquire as to why my request was ignored after submitting it with ample time. These attempts include calling her office, emailing her, and going to her office during her posted business hours. I have been repeatedly ignored, and was not responded to in a timely manner. I have called the corporate office on several occasions and was guaranteed a call back within 24 hours by the regional manager, the vice president, and the property manager, none of which have happened.All of my attempts to submit a formal complaint to someone in a supervisory role have been ignored. I have attempted over a dozen times to resolve this with just a cordial conversation. The only resulting contact I have received was from the administrative assistant of the property manager, who apologized and told me that the error in our submission was on their companies end. I as a resident feel both disrespected and ignored, and I am appalled by the amount of unprofessionalism I have experienced.After lodging several attempts to contact a supervisor within Castle Group in order to file a formal complaint, I was contacted by the property manager with an email stating my ARC request was denied. I am still waiting for a call back and have been unable to get in contact with someone.

  

  Business Response

  Date: 06/19/2024

  The property manager,*********************************, was first contacted by **************** wife ******** who requested an *** approval to install a fence. This request was prior to the ****** home closing.  The closing occurred May 17, 2024.  A copy of the *** application was emailed to ***************** and she was informed that we cannot accept an *** until after closing.  On May 22, 2024 (a Saturday)*********************** forwarded her contractor with supporting documentation.  On Monday, May 24, 2024,  ****************** informed *********************** that she did not submit all documents and cannot be placed on the agenda for the May 30th meeting until all documents received and stressed that they needed them by the end of the day to get on the agenda for the May 30th meeting. The administrative assistant for the site, *************************, also called ***************** on the May 24 to attempt to get their application into the monthly packet.
  
  
  The site management office received an email from ***************** on May 30th (the day of the meeting) asking if they received approval where she was informed she had not yet submitted the completed application. ***************** apologized and emailed the application to the office. While *** forms clearly state they cannot be emailed or faxed to the office, a one-time courtesy was given and the office let her know she will be on the June agenda. The meeting date is June 27, 2024 and the Morrisapplication is on file.
  
  With regards to phone calls **************** made to Castle Group:  *********************************,************************* and *************************** all returned calls to **************** and received voicemail. Messages were left and he did not return our calls.  

• Initial Complaint

  Date:05/30/2024

  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.

  I am a resident of ********** in **************. Our HOA is controlled by the developer. The contracted management company is Castle Group. I requested a copy of the 2023 **************** Report on 4/10/2023 in response to a Castle Group notification. I again requested a copy of this report on 5/18/2024 with no results. I have made several phone calls to Castle Group requesting this report and have left voicemail messages.This report is required to be audited and submitted to homeowners withing 120 days per FL statutes and I have run out of options to receive this report short of taking legal action.

  

  Business Response

  Date: 06/10/2024

  I have been advised by resident services that the documentation requested by ************** has been sent to him.  We apologize for the delay in getting these documents to **************.

  Thank you,

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21778912
  
  I am rejecting this response because I have not received the 2023 **************** report.  Please request as to how and when this report was sent.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 06/11/2024

  It was emailed to: *******************

   

  I have attached it to this response as well.

  Customer Answer

  Date: 06/12/2024

  I have received the report in question via the BBB website dated 6/11/2024.  I consider this question closed.

• Initial Complaint

  Date:05/15/2024

  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.

  We needed to order estoppels and lender questionnaires for a refinance of a loan for 7 properties we own in the **************** community. We originally attempted to order these documents on March 14th. After an entire month of trying to contact the estoppel department and ***, they allowed us to order these forms on April 9th. When we ordered them, we were charged $300 for each lender questionnaire along with an extra $119 for expedited service for each of our 7 properties. Today, on May 15th, we still have not received the lender questionnaires and have not received a refund for the expedited service. I have been unable to speak to anyone other than the receptionist. Every time I call I am promised a call back and have not gotten one. I have not received one email back from either the estoppel department or the *** manager over the course of the past 2 months on this issue.

  

  Business Response

  Date: 05/25/2024

  The property manager for Ranchette Square provided the below summary and date that the estoppels were sent.  Attached please find a record of all refunds issued to ****************:

  On March 14, ************************* contacted me via email, indicating that she was unable to order Estoppels and questionnaires through the website.
  

  On March 15, I advised her to contact the ******************** directly by emailing ************************************.
  
  On March 25, ************************* informed ***** that the estoppel template was not on file, which was the reason she could not place the order.He assured her that he would notify her once the template was updated.
  
  ***** and **** subsequently contacted the *********** by phone and were unable to order the estoppels until April 9 through their account.
  
  The Estoppels were delivered on April 15.
  
  On April 18, ********************* visited the *** Office in person and spoke with ***********************. *********************** contacted me, and we informed **** that Castle Group does not complete questionnaires for HOAs but offered to open a ticket for her.
  
  *********************** opened ticket ******* to inquire about her order. The response from *************************** was, "We do not complete Condo Questionnaires for HOAs."
  
  ********************* emailed ************************************ on April 18 and April 22 to inquire about the unreceived questionnaires and requested a refund for the expedited service.
  
  On May 15, ********************* emailed again to the ******************** and to myself, asking about the questionnaires and refund. I reiterated that Castle Group does not complete questionnaires for HOAs. Her response was:"We ordered the lender questionnaires and were charged for them. We also received lender questionnaires from Castle Group for the properties that we own in the Oak Tree community."
  
  Following her response, ********************* filed a complaint with the Better Business Bureau (BBB).
  
  Due to the above and to the refunds issued, we request that this complaint be dismissed.

  

  Business Response

  Date: 05/25/2024

  Attached is the record of the refund issued for a total amount of $3,353 between April 22, 2024 and May 10, 2024.

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21715855
  
  I am rejecting this response because: Castle Group does in fact provide lender questionnaires because we received them for our properties in ********. Also, I received barely any communication on this issue until a complaint was filed. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/03/2024

  **************** requested a refund and that was provided prior to her filing the BBB complaint.  As such, this matter should be dismissed since we have refunded to **************** the amount that was due to her. She was issued refunds on April 22 and May 10 totaling: $3,353.

• Initial Complaint

  Date:03/27/2024

  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 live in a community that is managed by The Castle Group. *************** were recently due, this is our first year paying them directly since when we closed the *************** were included. The notice we received said the dues were due BY JANUARY 31ST. It did not specify needs to be paid by 5pm, 7pm ETC. I paid it on the 31st at 10:34PM. The fees were $120. I get a notice in the mail for $85 which $30 apparently was for them mailing me the notice about late fees. This is RIDICULOUS! I went to the office after receiving another notice, apparently they will charge you $30 every 15 days that you haven't paid your fee. So now they are saying I owe $150. I went to the office and asked for the fees to be waived over a technicality. They said someone would get back to me. They did emailed me yesterday saying they would not waive the fees. Funny thing my friend who lives around the block from me paid hers late and got her fees waived. So what is there favoritism or discrimination or something?? I would understand if I was a repeat offender, we literally have no violations have never owed them anything and they won't extend a courtesy to a new resident?

  

  Business Response

  Date: 04/02/2024

  I have been advised by the Property Manager at ******************** community that the fees have been waived and as such **************** has been advised as same.  We consider this matter resolved on our end.

  Thank you,

  Customer Answer

  Date: 04/02/2024

   
  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,
  
  ***************************