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:01/10/2024

  Type:Customer Service 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 concluded a home sale on November 1. 2023 where a refund of $3,880 was due for HOA fees. A ticket was opened on October 26th (*******). The *************** requested a copy of the *** statement which was submitted October 27th. The ticket was changed to #*******. On November 28th the Accounting **** said they could not read the prior submission so asked for a clearer copy. On December 7th they said they needed a PDF copy. On Dec 22 they said they needed signed copies of ***** and Seller *** and a copy of the recorded deed. The ************** responded directly to Castle with the requested documents. On December 8th, a new request was made for the *** from the prior sale, three years ago. Three months later we are simply being spun around in circles with no upfront documentation of what was needed to complete this refund. And no guidance as to when this matter will be resolved. Completely unacceptable and unnecessary paper work exercise to refund what has been documented to be due over three months ago. My only ask is to do your job and process this refund as you are required to do.

  

  Business Response

  Date: 01/11/2024

  ************** has been in contact with our ******** Services Manager, *************  He has stated that he will cancel this complaint once he receives his refund tomorrow, January 12.  Thank you.

  Customer Answer

  Date: 01/13/2024

   
  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.

  I appreciate the help ****** provided to resolve all issues related to this refund and to the BBB for providing a way to raise visibility and create a sense of urgency to resolve the problem.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/10/2024

  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 received double payment for my Nov. 2023 club due. My home was under contract and sold on November 9, 2023. I sent the November payment as a precaution since it is due on the 10th of each month. I called them several times prior to closing asking them to hold the check and informed them of the settlement date. I was told on each occasion that they did not receive my check. Miraculously, the check appeared and was deposited on 11/9/2023 (closing date). Castle also received a check from title where the November 2023 fees were paid from my closing proceeds. I have sent several emails with copies of both checks and called several times and constantly being told it is with accounts payable. As of today, 1/8/2024, I have not yet received the double payment due me of $196.67

  

  Business Response

  Date: 01/22/2024

  The refund check was cut on January 11th and mailed January 12.  **************** should have received the check by now.  Thank you.

  Customer Answer

  Date: 01/22/2024

   
  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:12/17/2023

  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.

  We have been at calypso cay since the 5th of December 2023. On the 12th December we were getting ready we heard the car alarm going off, and I ran downstairs to see what was happening. When downstairs he saw the car already on the truck and driving out right in front of him. The manager was standing there and I said can you please stop him Ill pay him right now. Unaware why I was paying for the car to be towed at all. The manager was on the phone with the company and gestured his hand to me to stop talking and walked away whilst on the phone. The manager then came back and proceeded to hand me a piece of paper with the towing company details and said to call them to get the car and then I walked off. When I came inside my wife tried calling *********** immediately, she said please stop the car we are happy to pay. We need to go to *********** today were here on holidays, please!!! They said they couldnt and that I could pick up at 9! She said thats too late, and he said I could pick it up earlier but instead of $125 it would be $175. I then proceeded to organise an Uber which cost $30 and we lost another hour and a half as we had to go get the car and bring it back. Meanwhile my wife went down to speak to the manager again and asked why he couldnt have stopped the tow truck? We are wasting valuable time and happy to pay, why couldnt you stop him, but he said he wasnt sure why they wouldnt stop either. Which was strange as he was on the phone right in front of him whilst driving away. The majority of time we have been here the area this parking spot has been coned off as a construction zone, and when it wasnt it has not been used at all. When we returned late at night the construction work had finished and we parked in this spot and the sign was not visible. I understand that this is private property but I was not aware can you tow a vehicle without disclosing this information first. Please see this link: **************************************************

  

  Business Response

  Date: 12/29/2023

  ************************* is attempting to reach out to ******************************  We understand that the family was vacationing in ******* from ********* and have since returned to *********.  As a courtesy we would like to refund the $200 **** dollars that they are requesting, however, it is important to note that the ****************** had declined to do so because the vehicle was parked in a "Reserve Parking" space which is considered illegal parking. 

   

  Due to the holiday, everything is running slower than usual, but we are going to refund the family $200 U.S. Dollars.

   

  Thank you.

  Customer Answer

  Date: 01/02/2024

   
  Better Business Bureau:
  
  

  
  

  I have received the refund so Im happy to close the complaint, thanks
  

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

• Initial Complaint

  Date:11/30/2023

  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 am a former resident of the Harmony *** in **************, **. Following the the sale of my home in July, Castle Group withdrew August *************** from my bank account on August 8th. These dues were no longer my responsibility, as I was no longer an owner and my account was current at the time of closing. I have tried for almost 4 months to get refunded the money, that was in no way due to Castle Group. I have called and emailed them dozens of times, provided them documentation proof, etc. and still have not received a refund of my money.

  

  Business Response

  Date: 12/07/2023

  Hello.

  I have escalated this matter and have been advised that accounting is now in possession of the HUD.  The refund request ticket number is 1902012.  Once the check is cut, we will overnight it and will need the mailing address to send via *** overnight mail.

  Thank you,

  Customer Answer

  Date: 12/07/2023

  I will accept their response upon receipt of the check. Castle Group has had all this information for 4 months, including my forwarding address, and never sent me the refund.

  Please send them my forwarding address, see below. Thank you for your help.

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

  ***************** Dr.

  ******, ** 30276

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20938360
  
  I am rejecting this response because: 

   

  I will accept Castle Group's response when the refund check is received.

  Forwarding address:

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

  ****** ** 30276

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

  

  Business Response

  Date: 12/12/2023

  The check is being sent via *** Next Day Air.  Tracking number below:

  1Z79R2330194581655

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  complaint due to a series of troubling incidents that have occurred under my property manger 1. **Baseless Accusation of Balcony Washing:** In the first incident, I was accused of washing my balcony without any supporting evidence. Despite requesting dates and proof, **************** insisted that I could only view the evidence during a grievance meeting. This lack of transparency and failure to provide adequate documentation is in direct violation of our building bylaws.2. **Unauthorized Removal of Items from Storage:** On November 1, 2023, I received an email notifying me to clear items outside my storage room by the specified date of November 2nd. Upon promptly addressing the issue, I discovered my storage completely empty, with numerous items missing. This unilateral action by **************** constitutes an illegal removal of personal property.3. **False Accusations Regarding AC Pipe Replacement:** The third incident involved **************** instructing me to replace the pipes in my AC room urgently, citing code violations. After hiring someone for the task, a city inspector discovered that the pictures provided by **************** did not match my unit, leading to a stop-work order. The original pipes were not installed by me, and the replacement did not require a permit, yet false accusations of working without a permit persist.Additionally, **************** failed to mention that the management office should provide working permits if needed. This lack of communication raises questions about the motivations behind mandating the replacement of the pipes.I kindly request a thorough investigation into these matters and appropriate action against ****************. The disregard for proper procedures, baseless accusations, and potential violations of building bylaws have created an intolerable situation for me and other residents.Your prompt attention to this complaint is crucial in ensuring the fair and lawful management of our community.Sincerely,

  

  Business Response

  Date: 11/17/2023

  Good afternoon:

  Below please find responses to the 3 concerns addressed by Complainant along with a timeline of events as it pertains to the accusations:

  1. **Baseless Accusation of Balcony Washing:** In the first incident, I was accused of washing my balcony without any supporting evidence. Despite requesting dates and proof, **************** insisted that I could only view the evidence during a grievance meeting. This lack of transparency and failure to provide adequate documentation is in direct violation of our building bylaws.
  
  6/13/2023 - Unit 612 filed a written complaint against unit 912 for dumping dirty water through the balcony drainage on a periodic basis. 
  6/20/2023 - ********* of Directors reviewed the complaint from unit 612 and approved sending unit 912 to the ******************* with a fine of $100. As per the ***** of ********** Management must send all written complaints to the ***** for Grievance review. 
  7/26/2023 - ******************* notice was sent to unit 912 that with a scheduled date on 8/24/2023 to discuss the case.
  8/28/2023 - Unit 912 did not show up to the ******************* meeting, the committee uphold the ***** decision to fine the unit owner of 912 $100.
  9/8/2023 -  912 sent an email that she was allegedly was out of the country and could not attend the ******************* meeting (she did not communicate with the management to postpone the meeting date).
  9/12/2023 - Management responded to unit 912 that the violation was brought about by another resident, that a violations letter was sent as per Statute with the grievance committee date, that she did not attend the meeting/did not request to reschedule the meeting, and that Management only facilitates the complaints and sends them to the ***** for review. ********* then decides the merit of the complaint and they either approve a warning or send the file to grievance, the grievance committee then reviews the files and discuss the matter with the resident, the grievance committee will then either approve or deny the fine levied by the *****.
  9/14/2023:******************* agreed to re-visit the case and allow the unit owner of 912 to respond. Committee agreed to cancel the fine and provide the unit owner with a warning instead. 
  10/20/2023 - Unit 712 filed a written complaint against unit 912 for dumping water down the balcony and presented a video of the incident to the front desk attendant. 

  2. **Unauthorized Removal of Items from Storage:** On November 1, 2023, I received an email notifying me to clear items outside my storage room by the specified date of November 2nd. Upon promptly addressing the issue, I discovered my storage completely empty, with numerous items missing. This unilateral action by **************** constitutes an illegal removal of personal property. 
  
  11/1/2023:A unit 903 came to the management office and made a complaint about various items being improperly stored in the common area of the storage room.
  Management DID NOT know who the items belong to and as such, sent a mass email to the entire floor.
  11/2/2023:Management removed the items from the common area storage and secured inside the management's storage. 
  11/3/2023 (approximate date): Unit 912 came down to the management office screaming about the items. The office team informed her that the items were removed and placed in a secure location, that this was a violation of the rules and regulations,and immediately returned the items. 

  3. **False Accusations Regarding ** Pipe Replacement:** The third incident involved **************** instructing me to replace the pipes in my ** room urgently, citing code violations. After hiring someone for the task, a city inspector discovered that the pictures provided by **************** did not match my unit, leading to a stop-work order. The original pipes were not installed by me, and the replacement did not require a permit, yet false accusations of working without a permit persist. Additionally, **************** failed to mention that the management office should provide working permits if needed. This lack of communication raises questions about the motivations behind mandating the replacement of the pipes. I kindly request a thorough investigation into these matters and appropriate action against ****************. The disregard for proper procedures, baseless accusations, and potential violations of building bylaws have created an intolerable situation for me and other residents. Your prompt attention to this complaint is crucial in ensuring the fair and lawful management of our community. 
  
  10/4/2023 - Interim maintenance chief inspected all ** closets in the Building. One of the violations discovered related to unit 912 improper ** supply lines (rubber hoses vs. the required braided hoses, as per code). 
  10/6/2023 - The management office sent unit 912 an email that as per the ***** of **********that she has until the 13th of October to change the rubber hoses. It was noted that failure to do so will result in the unit being sent to the grievance committee and being reported to the ******************** and to contact a licensed and insured vendor to meet with the building code requirements. 
  10/25/2023 - The management office reached out to ************************************* from ************ ******************* with the picture of the improper ** hoses and requested to verify whether she has a permit on file. 
  11/6/2023 - ******* from ************ ******************* replied:
  "My apologies for delay in responding.
  I conferred with the chief mechanical inspector and checked the property record for permits.There is none to account for the new unit installation.
  The owner will need to get a mechanical permit. The flaws in installation will be discovered through the review and inspection process. Proper connections and any other requirements will need to be met in accordance with the FBC.
  Please provide the contact information for the owner."
  
  11/13/2023 - ******* from ************ ******************* sent the below email to the unit owner (912) and copied management:
  
  "Good morning,
  
  Please see the attached Notice of Warning with supporting images as context.
  
  Thank you for discussing with me on site at the condo the concerns raised by your property manager. I appreciate our meeting on November 6, 2023 to discuss further and allowing inspection of the unit so to understand what improvement was made to the ** unit. The scope of work was reviewed by the Chief Mechanical Inspector (see attached email providing his professional opinion.)
  My inspection with you present reveals the following that will require your immediate attention:
  Air conditioning unit installed/repaired without a MECHANICAL permit issued
  The attached Notice of Warning grants you an extended deadline of DECEMBER 6, 2023 to obtain a MECHANICAL PERMIT.
  Your property management/board must authorize the architectural modification to the unit. The approval at the condo level is not approval by the ***************** as your plans need to conform with the Florida Building Code. If disapproved by your management or the ***************** then the space MUST be returned to the approved original plan for the unit. This restoration also will require a BUILDING PERMIT.
  Follow all instructions provided by the ***************** staff.
  YOU WILL NEED A LETTER OF AUTHORIZATION FROM YOUR PROPERTY MANAGER. THIS IS A PART OF THE PERMIT APPLICATION.
  YOU MUST STOP ALL WORK REQUIRING A PERMIT UNTIL APPLICABLE PERMIT(S) ARE ISSUED.  Do NOT perform ANY work that requires a permit.
  YOU MUST PROVIDE ME WITH THE CONT**T INFORMATION OF YOUR GENERAL CONTR**TOR.
  COMPLIANCE DUE DATE TO CORRECT THE VIOLATION BY OBTAINING A PERMIT AFTER THE F**T MAY BE EXTENDED BUT ANY EXTENSION TO COMPLY IS CONTINGENT UPON YOUR PROGRESS AND COOPERATION.
  Instructions to obtain a permit application may be found at the **************** web page **************** CLICK HERE.
  To check status on an existing permit application CLICK HERE.
  Should you have any question"
  
  11/13/2023  TO DATE:Unit 912 has been visiting the management office screaming at the staff and demanded that the property manager contact the building department to cancel their permit violation against the unit owner. 
  

   

  Please see attachments.

• Initial Complaint

  Date:08/16/2023

  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.

  I sold my home on June 30th 2023 located at *********************************************************************. Unfortunately I had auto-payment set up with Castle Group and my quarterly HOA payment of $472.00 was automatically deducted before I could deactivate the auto payment - my mistake!I reached out to Castle Group customer service and was contact by a *********************** on 07/17/2023. She requested proof of payment and proof that I was no longer the owner of the property which I provided. A month later - I still do not have my refund and I am no longer receiving replies when I reach out to *****. Correspondence is attached.

  

  Business Response

  Date: 08/29/2023

  Castle has been working with accounting to get this check to *******************  As of today, August 29, 2023, the refund check has been processed.  Once the check has been cut we will overnight it and provide ****************** a tracking number to the email ****************** has provided.  

  Thank you,

  Customer Answer

  Date: 09/08/2023

   
  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:08/07/2023

  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 sold my home in ***************************************************************** managed by Castle Group. After selling my home they drafted my bank for *************** that I was not responsible for. The amount is $900.01. I contacted them on April 6 2023. I have had numerous calls and emails since then. They have not refunded the $900.01 that I am owed as of today August 7 2023

  

  Business Response

  Date: 08/08/2023

  I need information as to the people **************** has communicated with at Castle Group.  Which Grand Palm property is he referring to? Grand Palm Master; Grand Palm 2 or Grand Palm 3? In order to better assist ****************, I will need this information please.

  Thank you,

  Customer Answer

  Date: 08/08/2023

  I sent the requested information to ************************* via email today. She has copies of all pertinent communications including the *** debits. 

  Customer Answer

  Date: 08/08/2023

  I provided *** the noted information via an email today

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20435067
  
  I am rejecting this response because:
  

  I provided *** the noted information via an email today
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/15/2023

  **************** has responded to an old response. 

  **************** and I (***************************) have been in communication directly.  I have been providing **************** updates including tracking information for the first check that went out on Monday, August 14 for $360.89 Tracking No: 1Z79R2330190233029.

  Second check for $539.12 is being overnighted today, August 15.  Tracking No.: 1Z79R2330196302738

   

  These two checks total $900.01.  The amount that **************** said was owed to him.  We respectfully request that **************** accept our answer and this complaint closed.

   

  Thank you,

  Customer Answer

  Date: 08/17/2023

   
  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:08/02/2023

  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.

  In February we our pool project was about to get started Castle Group which is the *** management company required a $1000 refundable deposit upon completion of project and inspection to be refunded. Our project completed in May we advised them on Memorial Day weekend in person project was completed. I have attached several messages back and forth with every excuse check is in mail twice now. I also have the text attached which they say it's been too long etc. I have given them the benefit of the doubt it has been over 2 months.

  

  Business Response

  Date: 08/18/2023

  Good afternoon,

   

  We are working diligently to get this matter resolved.  Currently we are awaiting for a board member to approve the request online so that we may cut the check in the amount of $1,000 and provide to the ***********.

   

  Thank you,

• Initial Complaint

  Date:07/31/2023

  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.

  I ordered a resale certificate for two adjacent lots I have in White ***** Resort, *******, **. We are selling the two lots to another buyer who is buying both lots. The resale certificate was due in 10 days from the payment date, which was last Wednesday. On Thursday I received an email stating it was blocked because Castle group wanted an additional $295 for the 2nd lot. They said I had to add it to the order; however, there is no way to add it to the order. Then they said I had to place a new order for the lot, which would then mean I would have to pay an additional transfer fee, and take an additional 10 days. I've called, left messages, was placed in a cue to be called back, and sent emails but I can't seem to get anyone to help resolve this issue. I really would like to do what I need to do to resolve this so that the closing can occur this Friday (8/4).

  

  Business Response

  Date: 08/01/2023

  Our ******** Services Manager **************** has spoken with ****************** and he confirmed that he received the resale certificates that he needed.  Thank you.

  Customer Answer

  Date: 08/03/2023

   
  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:07/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For almost two years we have been dealing with a colony of rats living in our walls and attic due to the negligence of building maintenance by Castle Group. The rats have now chewed into our ** duct work and daily are running through our ducts making noise. We now have a loss of cold air coming into our home due to holes in the ducts. Additionally, they are leaving urine and ***** matter behind which is contaminating the air my wife and I are breathing. We are now at a point that we will need to cut multiple 18"x18" holes in our walls and roof to have a pest control company set traps. The issue is Castle Group will patch the holes but will not have their handyman do any of the finish work so we are now financially responsible to hire a contractor to get our home back to a presentable look. Castle group has either been non-responsive or very slow to respond and when they do, their approach is to hire non-licensed contractors to perform the work and is done so with minimal efforts to truly fix the problem. Their unwillingness to correct this issue for two years has caused my wife and I to lose sleep nightly and breath in toxic fumes which is effecting our health. We have contacted Castle Group over 120 times in the last two years and have not seen a correction to this problem which should have been handled day one. The ** duct work is the financial responsibility of the owner and are seeking to have Castle Group immediately resolve this issue the correct way but also fully replace the old contaminated duct work with new duct from a licensed contractor. we are also seeking to have Castle Group hire a licensed contractor to fully repair the large holes after they are cut which would not be necessary if they would have resolved this issue two years ago.

  

  Business Response

  Date: 07/27/2023

  **************** originally started working with ********** last year who was the previous Property Manager at the Coconuts Commuity in Weston.  When the new Property Manager, ***************************** started managing the property late last year, he reached out to **************** to address his concerns (please see the email attached dated November 30, 2022) wherein ****** introduced himself to **************** and advised **************** that he was working with the pest control vendor, Animal Rangers to visit the property and assess the rodent issue. 

  
  ****** worked with this vendor from late November, 2022 until January, 2023.   Animal Rangers completed a full inspection and determined that there were no openings for the rats to access the unit (please see email from vendor dated 1/16/2023).

  
  April 3, 2023, **************** contacted ****** and advised him that he was hearing the rodents in the attic.  Two days later ****** had the roofer inspect Mr. ******* roof and complete repairs.

  
  May 16, 2023, **************** once again contacted ****** regarding the same issue.  At this point in time, the Association had hired a new vendor, Samco Pest Solutions. ****** worked directly with the owner of Samco, **********************

  Samco has been to Mr. ******* home on four (4) different occasions.  ***** recommended that they cut two 18 x 18 holes in the ceilings to place the traps.  ********************* also stated that there would be two weekly visits for the next three weeks in order to follow up. There were a total of 6 traps installed.  When ***** returned on July 24, they inspected the interior rodent traps and stated that nothing was caught in the traps.

  
  ***** has now said that the next step is to determine more locations within the unit to add more traps and to see if they can see any rodent activity.  ************ is scheduled for Friday, July 28.

  
  **************** visited the home offices of Castle Group the week of July 17 and met with ******** Services Manager, *********************************************
  On Thursday, July 27, 2023, Regional Director ***************** phoned **************** and left him a detailed voicemail and included all of his contact information to discuss this issue with  *****************
  This issue is still being worked on by ************, with the next service appointment scheduled for Friday, 7/28/2023.  Because this work has not yet been completed,  and is ongoing, Mr. ******* request is still in progress.