ComplaintsforGreenacre Properties, Inc.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******** at Greenacre Property preformed a bait and switch. I call and spoke with her about a late payment. She assured me it was no issue and happens all the time. I had trouble figuring out how to get them a payment made. Once payment was made I called to inform them. A few week later I got a letter from their lawyer with additional league fee. Their law firm is ******** Law. It took me over 2 weeks and 4 calls to even get a response from Greenacre and ********. I was told I waited to long and I should know better. Even though this same person just a few weeks earlier told me it was not a problem. I feel they and their law firm are in this just to make people pay more money and it is a bait and switch situation. ******** needs to be fired for lieing to residents and if not this just shows how corrupt Greenacre Property is.

  Business response

  11/16/2023

  Once again, The Better Business Bureau has entertained an irrelevant narrative against our company and is trying to mediate outside the constraints of their jurisdiction.   This narrative is being submitted by a Homeowner that is a member of a ********************* that our company manages.   Our management contract with the ********************** specifically precludes any homeowner from being a Third-Party Beneficiary to our management agreement, hence this Homeowner has no business relationship with Greenacre Properties.   In other words,this Homeowner is not a customer of **********************, he is a resident in the Calusa Trace **********************, Calusa Trace is our client.  The homeowner needs to lodge a complaint against, and seek resolution with the correct entity, Calusa Trace **********************.
      Our company has no decision-making powers in the matter of the Associations collection policy regarding delinquent homeowners.  It is the ***** of ********* that makes all decisions regarding the Association,including when to turn a homeowner to their attorney for collections. This Calusa Trace owner will need to seek resolution with his ********************** and their attorney.   The attorney he references is not Greenacres attorney, it is the Associations attorney. 
      The real fact in this matter is that the homeowner called September 11th, he told ********* that he was going to make the payment to the Association on-line after receiving a late letter from the Associations attorneys office.   This homeowner did not make a payment until six weeks later in October; he wrote a check and mailed it.   Because he didnt pay until October, he was late and was sent to the attorney for collections.  The Associations collection policy was followed properly by Greenacre.   The homeowner isnt accepting responsibility for his actions of paying late.  
     Our company has no power to resolve this situation, hence we will have no further correspondence on this matter since it is a matter between the Homeowner and the Calusa Trace *********************. We are only facilitators of the ***** of ********* decisions. We urge the Better Business Bureau to carefully analyze the facts in future submissions to them, before assuming the submission has any relationship to the business named in the allegation.
         If the complainant continues to make false and defamatory statements, appropriate actions afforded by ******* Statute, Chapter 836 (DEFAMATION; LIBEL; THREATENING LETTERS AND SIMILAR OFFENSES) will be taken.

  Customer response

  11/16/2023

  The company in question is Greenacre Properties *** located at **************************************************************************. There phone number is ************.

  Business response

  11/30/2023

  As previousy stated:  "Our company has no power to resolve this situation, hence we will have no further correspondence on this matter since it is a matter between the Homeowner and the ************************************

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a formal complaint against the Long Lake ****************************** (LLRMAI) and its contracted management company Greenacre Properties, Inc. (GPI). Both LLRMAI and GPI are besieged with wrong doings, unfair malpractices, stupidity and pathetic lies. The *** fees are constantly increasing yet homeowners are getting no better services. Illicit and false *** violation notices were sent out with no due diligence, and without follow-up to close the cases, which mostly were false. Most recently in mid-August 2023, I was accused of not painting 3 streaks (shades) of exterior wall at the right side of the house. The fact was that it was painted several times over and over again, the last time being in late September 2023. All of a sudden, I received a violation notice from the ******************* law firm (counsel to LLRMAI) falsely claiming the entire exterior need to be repainted. This ******************* law firm failed to do due diligence and did not do its homework. I feel that I was being targeted because I value privacy, tranquility, peace and ******** and integrity of the neighborhood and process, and not bickering, clowning shows, and distorted pride.As a general comment, the Book of Standards for the broader Long ******************** is meant to be a guidebook, just that - a reference point for homeowners. GPI and LLRMAI should not use the Book of Standards as a blueprint to enforce compliance and cleanliness of the community. Conformance should be in spirit, and not to the letter by the book.

  Business response

  10/30/2023

  Once again, The Better Business Bureau has entertained an irrelevant narrative against our company and is trying to mediate outside the constraints of their jurisdiction.   This narrative is being submitted by a Homeowner that is a member of a ********************* that our company manages.  Our management contract with the ********************* specifically precludes any homeowner from being a Third-Party Beneficiary to our management agreement, hence this Homeowner has no business relationship with Greenacre Properties.   In other words, this Homeowner is not a customer of **********************. The homeowner needs to lodge a complaint against, and seek resolution with the correct entity, Long Lake **************************** to which they belong as a member. Our company has no decision-making powers regarding violations.   It is the ***** of ********* that make all decisions regarding the community, including whether or not they deem a violation has been remedied and whether or not to take legal action against a homeowner. This Long Lake Ranch owner will need to seek resolution with his community association.  Our company has no power to resolve this situation, hence we will have no further correspondence on this matter since it is a matter between the Homeowner and the *********************. We are only facilitators of the ***** of ********* decisions. We urge the Better Business Bureau to carefully analyze the facts in future submissions to them, before assuming the submission has any relationship to the business named in the allegation.
         If the complainant continues to make false and defamatory statements, appropriate actions afforded by Florida Statute, Chapter 836 (DEFAMATION; LIBEL; THREATENING LETTERS AND SIMILAR OFFENSES) will be taken.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted the *** for The Retreat at **** Homes and the developer Greenacre Properties, Inc. regarding the swamp in the back of my home and other residents' homes that just gets worse with time. A pond is a body of clear water. I have lived at this address since May 1st and keep asking about what was being done about this mess of a pond that has now turned into a swamp. Greenacre keeps being cheap and spraying it with weedkiller and it's just getting worse. This pond needs to be Dredged. Why would this not be upkeep? **** homes have new homes being built around it? I have contacted the builder **** Homes and filed a complaint with them as well. All above keep passing the buck. Meanwhile, people have spent good money to build here and have to look at this horror. I will be contacting consumer affairs regarding this issue. Since no one is doing anything about this. We want this corrected not later but now because now is later. It needs to be dredged and whatever else comes with the dredged process. We are also missing other things promised in writing like the dog park and back road out. Nothing is being done. Everyone has been told to wait until we hand it back over to the residents. I don't understand why it's not being taken care of now and in the entire build process. Why would any builder and *** just let the property go to look anyway? We all want this taken care of now not later. I will not buy from **** Homes ever again. They both seem not to care and are just after your money.

  Business response

  10/06/2023

  Once again, The Better Business Bureau has entertained an irrelevant narrative against our company and is trying to mediate outside the constraints of their jurisdiction.   Unfortunately, this homeowner doesnt understand the role of a management company such as ours.   The Complainant refers to us as the developer, we are not the developer. JES Properties is the developer, and the pond is under developer control.  This means that our company doesnt even have the power to do anything about something that hasnt been turned over to the Willow Bend **********************.  We manage the ********************** and can only be involved in property under the control of the Association.     Since it is still under Developer control, it is the developers responsibility to maintain the pond.  They are financially responsible to take care of it. Our company has no authority or power to take any action in this matter.  It is also the developers responsibility to provide other items listed in the complaint such as a dog park and back road out.    Because of everything mentioned above, we will have no further correspondence regarding this complaint.  It is a matter between the Developer, JES Properties and the Homeowners. We urge the Better Business Bureau to carefully analyze the facts in future submissions before assuming the submission has any relationship to the business named in the allegation. If the complainant continues to make false and defamatory statements against our company,appropriate actions afforded by ******* Statute, Chapter 836 (DEFAMATION;LIBEL; THREATENING LETTERS AND SIMILAR OFFENSES) will be taken.

  Customer response

  10/09/2023

   
  Complaint: 20665907
  
  I am rejecting this response because: Greenacre properties **** is the acting *** for this property. The Retreat at Willow ***** This is the company who resentences were advised to go to. We have lived here since May 2023 and nothing looks like it's been done to better the ponds. There have been a lot of complaints from other residents regarding this issue with the ponds being overgrown.

  This is my correspondence with Greenacre rep. **************** on 09/19/2023. her response was. I understand your frustration regarding the appearance of the pond. We are the management company who oversee the *** while its in developer stage until turnover. We are working with the pond vendor to get all 11 ponds in Willow **** in a better overall appearance for the community. It will take some time as its a lot to clean up but there is a plan in progress to get these ponds under control. It will take some time but in another month, you should start seeing some results. Please let me know if I can assist you with anything else.
  

  Greenacre is the *** at this time in this community, The Retreat. The pond needs to be dredged otherwise it will keep growing back. Your company is who **** Homes is directing homeowners to.

  I retract my statement regarding the dog park and back road. This is an issue with the builder **** Homes and developer **** another complaint has been filed regarding these issues.

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

  Business response

  10/16/2023

  The complainants statement Greenacre Properties is the acting HOA for this property is so untrue, inaccurate, and erroneous that it cant even be addressed.  The facts are, the developer is in control of the ********************** and until turnover occurs, they are the decision makers, and the entity funding items like pond clean up. Greenacre Properties, Inc. is the management company and takes direction from the ***** of **************** The ***** of *************** is currently under the control of the developer is the entity that is the decision maker and controls all expenditures. The information received from the assigned community association manager, ************** is merely a relaying of information from the ***** of **************** Once again, the ***** of ********* (currently under developer control)is the decision maker and controls expenses. No management company has any financial liability to any community association.  Matter closed.

  Customer response

  10/19/2023

   
  Complaint: 20665907
  
  I am rejecting this response because: We the homeowners are being told that we have to go to our acting HOA who is listed with **** Homes as Greenacres at this time. I've been advised that this is in place until the builder and developer hand it back over to the residents. Your company's name "Greenacres" is on a list of HOA's to continue on as our acting HOA after the builder hands it back over to the community residents. Of course, after a vote from all residences on who's decided to retain. Why would we be told to come to you, if you're not the acting HOA for The Retreat at Willowbend a ******************** When I called **** Homes corporate office in *******, I was given your company's name and number to contact as the acting HOA regarding complaints about the pond and other community corrections. If you're not the acting HOA then who is?  If you're not the acting HOA for this community The Retreat at Willowbend, then I would strongly suggest that you advise **** Homes and the community developer to take your name off their *** call list. Because I and all other residents in this community are being told that Greenacres is the acting HOA for The Retreat at Williow ****. This may be a temporary placement between you, **** Homes and the developer but the residences here at The Retreat have been given your company name to contact in the meantime.

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

• Initial Complaint

  04/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been charged with a **** dollar fine including legal fees for a late *** payment of $75.00 (annually). This seems to me to be an criminally excessive charge for a mistake that was made on my part. Upon doing research the *** company claims to have sent 2 certified mail bills stating that I will be fined and owe them money. The first of these "certified mail " letters upon tracking never even arrived at the post office, it was never actually sent and the 2nd was never signed for and was returned to sender. The *** has my email and several other methods of contact but never once attempted to contact me. When I tried to pay the initial $75 dollar fee I was unable to access my account and tried to call several times to create an account or reset the password, none of the calls were ever answered. The only mail I ever received from the *** was about replacing grass in the yard which was resolved immediately. I find these charges completely unreasonable especially considering we pay our CDD through the mortgage every month on time and that total is significantly more then the $75 annual charge. They are now threatening to take our over $500,000 home over charges of $75. This type of action is uncalled for and this could have been handled in a much more compassionate and civil way.

  Business response

  04/24/2023

  The Better Business Bureau has entertained an irrelevant narrative against our company, and is trying to mediate outside the constraints of their dominion.   This narrative is being submitted by a Homeowner that is a member of the ******* ***************************** This Complainant is not a customer of **********************, ******* Ranch is our customer.  The Homeowner needs to lodge a complaint against, and seek resolution with the correct entity, ******* Ranch.  As evidenced by the attached documents, it is evident that Greenacre Properties, Inc. did not send this owner anything referenced in their complaint.  ******* Ranch, via their attorneys office, has taken all actions against this Complainant.  They have been late in paying their $75 maintenance fee to the Association for the last three years, the Complainant is well aware of the payment deadline and consequences.   Attachments clearly show the letters are from the attorneys office, not our company.   If the intended recipient of certified mail refuses to accept receipt, that is their decision.   The same correspondence sent in the certified mail is also sent via **** regular mail, which is evidently how the owner knows about the $3,288.66 amount owed.
  
  It would be up to the attorneys office to communicate via email once the account is placed with their office, again, our company does not have the option to use email communications once the account has been placed with the attorney.    Our company has always responded to ************ communications, including their phone call immediately before they wrote this complaint.   The Complainant would not listen to the facts in that phone call.   The facts are, once an owner has been turned over to the attorneys office by ******* Ranch, our company can no longer accept payments on behalf of ******* Ranch.    The owner is required to communicate strictly with the attorneys office to settle the matter.  They could not access their account to make a payment via the Association payment portal, because their account was at the attorneys office and only payment made directly to the **************** is acceptable at this point in the process.
  
  We suggest the Complainant set up their annual payment using the free ACH service available and have the bill paid directly and automatically from their bank account.   ************ is available to all homeowners, and they are reminded about this service every time they receive their bill from their homeowners association.
  
  It is completely under the control of the ******* **************************** to settle this bill with the *********************************** has no authority or power to take any action in this matter.  Because of this, we will have no further correspondence regarding this complaint, since it is a matter between the ******* *************************** and the Complainant. We urge the Better Business Bureau to carefully analyze the facts in future submissions before assuming the submission has any relationship to the business named in the allegation. If the complainant continues to make false and defamatory statements against our company, appropriate actions afforded by Florida Statute, Chapter 836 (DEFAMATION; LIBEL; THREATENING LETTERS AND SIMILAR OFFENSES) will be taken.

  Customer response

  04/25/2023

   
  Complaint: 19965133
  
  I am rejecting this response because:
  ********************************* at green acre properties has clearly stated that we do not have access to our account. I could not setup an account with the number and proper billing information. I only received the 3rd notice from the attorneys office which included the new charges. I never received the first 2 notices. And your company is responsible for the ******* ranch ***.
  Sincerely,
  
  *****************************

  Business response

  04/25/2023

  The Complainant is not grasping the facts of the situation.   Our company, as stated, has no power or authority to take any action in this matter because of delinquency.   They must deal with the ******* Ranch attorneys office to settle their debt.   Once the Complainant has paid ******* Ranch in full, they will have access to set up their account and make non-delinquent payments going forward. Also,as stated, they have the availability to set up an automatic payment.  This final communication is given as a courtesy to restate the fact that the Complainant has to deal with ******* Ranch Attorney, who is the responsible party to collect this debt.   Making a complaint to the BBB will not change the facts, nor provide any resolution.

• Initial Complaint

  02/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Greenacre Properties is responsible for managing HOA matters in my community. I pay an HOA fee annually, and part of what I am owed as a paying member of the community is timely resolution to outstanding issues, and communication from my Association Manager.*** received multiple fining notices from Greenacre over situations that I can not be fined for, per our very own HOA guidelines.Ive tried to resolve the matter with phone calls to my Association Manager, ******************************* and never received an answer. *** left voicemails. Ive sent 9 emails, none have been responded to. This group is not acting in good faith.I had to drive down on Friday 2/10 after a secretary refused to put my call through. I spoke with *********************, who was very professional, however, provided no resolution to my matter.The fact that I pay money for a service and cant get a response in a years time from ********* is unacceptable. Nobody will respond to my attempts at phone calls. Now the byproduct is they are outdated on information and Ive been issued fining notices.I have proof of emails sent that have gone unresponded to.

  Business response

  02/16/2023

  It is very difficult to address statements by homeowners that dont understand the difference between their ********************** the *******************  The ****************** serves as the messenger of the rules and regulations that owners must abide by, which puts the management company in a very difficult position of relaying answers to owners, answers that they do not want to accept.   Deed Restricted Communities have strict policies regarding compliance to their Deed Restrictions that owners have agreed to abide when purchasing their home. He did not receive fining notices from Greenacre Properties, the notices are from the ***** of ********* of the Association.
  
  ****************** has a Deed Restriction Violations regarding a fence he installed.  This matter is now being handled by the Associations attorney.  There will be no resolution until ****************** provides the attorney with the information that they requested.
  
  Another violation was regarding mulch, he refused to correct unless his neighbors corrected the same violation.   Owners fail to realize that all owners are under the same restrictions and all owners are in violation and need to correct violations regardless of what their neighbors are doing.    
  
  As for his claims that he cant get anyone to schedule a call with him, we absolutely refute this claim, since we have documentation and a complete history of ever phone call that comes into our office.   He names ******************************* by name in his complaint as being the ********************* Manager who did not respond to his phone calls.  There is no call history of him calling ****************   ********* is not the person who has been corresponding with him, his non-compliance issues have been handled by *********************************, Vice-Presidents of ********** Services.  He states that 9 emails have gone unanswered, but in fact, all of his emails have been responded to within hours of his inquiries, even on the weekends by ********************, unless research was needed. 
  
   As he stated,****************** came to our office last week.   But because of his confusion of how owners are required to abide by their Association deed restrictions, he was given the same answers by ************** that were given to him by **********************************  ************** asked ***************** during their meeting to forward any unanswered emails and provide the date and times of unanswered phone calls, and ****************** has yet to respond to this request, it can only be assumed there are none to forward or provide.
  
   In some of his emails, ****************** dictated that every communication he receives from ever representative of the developer and the management company is a legally binding contract, they are not.  This interpretation is misguided, since owners are not a Third Party Beneficiary to the management contract.
  
  If ****************** has any further questions or concerns he is encouraged to address his concerns to his Communitys ***** of *********, via his ********************* Manager or any member of our VP Team.  At this time in order for there to be resolution, he needs to deal with the Associations legal counsel.   Greenacre Properties, Inc. has no power for resolution in this matter, the ***** is the only entity able to make decisions about their community.

  Customer response

  02/16/2023

   
  Complaint: 19394738
  
  I am rejecting this response because:

  This organization is completely unethical and deserves to be outed as such. I would like to take the time to refute these points one by one, and actually present supporting documentation to show what an absolute mess of an organization this is. The BBB needs to update the rating so that future customers can be well aware of just what kind of company they are engaging with.

  Please refer to the history of responses to each previous complaint against Greenacre. Greenacre makes an attempt to belittle the filing party's intelligence with the same approach, making it seem as if the complainant is incapable of distinguishing the difference between the property manager and the **** Please refer back to my original complaint. The issue I stated is as follows:

  "Nobody will respond to my attempts at phone calls. Now the byproduct is they are outdated on information and I've been issued fining notices."

  I am not filing a complaint because I received a fine and am of the belief that Greenacre issued the fine. I am filing a complaint because Greenacre is responsible for the flow of information that I deliver to them, and providing it to the ***** of ********* in my community. I understand full heartily their responsibilities in this business arrangement. 

  Per Greenacre "absolutely" refuting my claim that I can't get anyone to schedule a call with me, please see the email attached "Meeting Request." As can be seen, on Thursday September 1, 2022 I reached out to both ********************************* and ********************* requesting a meeting. As noted by me in the email, "When would be a good time to meet directly with either of you? I can come into the office of we could schedule a call." "I would like to get on the same page, rather then continue ***************." This is a very clear attempt at trying to resolve this matter in good faith. Please observe ********'s response:

  "Pat, unfortunately our office does not meet."

  We have just now established undeniable proof that Greenacre in their response to my complaint 100% lied. 

  This is a common theme from this organization, and if they would like me to dig into all of my phone records over the last year, I will gladly accept the challenge. For now, please see the attached photo "Call Verification.' Please observe that the phone number of ************ matches Greenacre's phone number. As you will see, the call took place on February 9th, 2023 and lasted 6 minutes. Considering the claim that they track every call that comes into the office, I guess they must have just missed this one! I sat on hold for the majority of the 6 minutes. I was originally greeted by a very friendly secretary who told me she would transfer my call to *******************************. She then got back on the call, asked for my name, and once told, put me back on hold. After a few more minutes, the nice secretary got back on the call, sounded much more concerned, and told me that ********* was actually not available for a call. 

  We have just established lie number two from Greenacre that evidently I never called into their office, as per picture proof of a call.

  On the topic of ******************************* Greenacre claims "there is no history of him calling ****************." As notated by the call record, this has been proven to be factually incorrect.

  "He named ******************************* by name in his complaint as being the ********************* Manager." This is not my assertation. Please see the attached "Fining Notice" document sent by GREENACRE that clearly instructs me to reach out to "your Association Manager, ******************************* at **********************************."

  While ********************************* has been responsive, as I have previously notated, there is absolutely no excuse as to why my community manager has not responded to calls, returned a call (as per clear evidence that I did call), nor did she call after I visited the office on Thursday 2/9. As Greenacre notated, I stopped in the office, I did this because I once again could not get any representative on the phone. After having to cancel my afternoon business appointments, I finally drove into the office and did speak to COO **********************

  Greenacre once again lies in their response in saying "************** asked ****************** during their meeting to forward any unanswered emails and provide the date and times of unanswered calls and ****************** has yet to respond to this request, it can only be assumed there are non to forward or provide."

  I very clearly already provided proof of my call attempt to ********* on 2/9. However, ************** did NOT ask me to provide her with forwarded emails or calls. This is yet another bold face lie from this unethical organization. The reason ************** did not ask me to provide her with forwarded emails is because I came prepared and showed ************** the emails directly off my phone. She saw the emails and even apologized on behalf of ********* saying there is no excuse for her to have not responded to me. ************** asked me to send over to her the legal correspondence from the Association's attorney, this is all she asked for. As a reminder, this was on Thursday February 9th, 2023. Please see attached my email to ************** providing her with her request "Email to ***** and Greenacre." This email was sent timely on Monday February 13th 2023. ************** responded and confirmed that she received the email. No where in her response did she ask me to forward or document any emails or outreaches to ********************************

  Since that is apparently a request of Greenacre, please see attached outreaches to ******************************* that have gone unanswered. The first one entitled "Email to ********* 12-5-22" in which I responded to a notice I received. There was no reply from ********* to my outreach. I challenge Greenacre to prove otherwise (they will not be able to, because this organization is in the business of making unsubstantiated claims backed by zero supporting documentation).

  I have reached the maximum amount I can attach per BBB response, however, I have further outreaches documented to ********* that have gone un-responded to, including one that outlines that I plan to fix my mulching issue (which I did).

  I have very clearly notated and proved that this organization is in the business of lying to save face rather then getting their act together, returning phone calls to residents whose community they manage, and apologizing for unacceptable service. This company should have their rating dropped by the BBB for clearly lying, utilizing deceptive business practices, and mistreating community members.

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

  Business response

  02/23/2023

  If anything, Mr. ******** reply and attachments prove the veracity of our response, but we are not going to continue to have an unproductive dialogue with someone who does not want to comply the ********************** rules, but would rather try to dictate to the Board what he will and will not do.   He has stated several times in past communications that he wont comply with the deed restrictions until his neighbors do, he wont go to the ****************************** Meeting and waste my personal time, and he will not provide to the Association attorney the proper documentation regarding his service animal.   He must deal with the Associations Attorney, communicate with the Board at the *********************** Meetings and bring violations of deed restrictions into compliance for resolution to the situations he has created, or there is literally nothing else we can do for him out of our office, no matter how many times he calls or emails. The Better Business Bureau needs to close this complaint because we will have no further communication on this platform regarding this matter.
  
  If the complainant continues to make false and defamatory statements, appropriate actions afforded by Florida Statute, Chapter 836 (DEFAMATION; LIBEL; THREATENING LETTERS AND SIMILAR OFFENSES) will be taken.

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They charged me twice for my HOA fee. They should not have used the autopay since the amount of my HOA fee changed and they did not receive authorization from me. I paid using the online portal and even contacted them as a heads up to disconnect any autopay prior to the charge. They did not do it.

  Business response

  01/18/2023

  We apologize for any confusion.  But even before this complaint was made by the homeowner, the double payment refund was already being processed. The homeowner was notified that the refund was being processed, but instead of acknowledging our refund notification to her, she wrote the BBB.   Oddly, the homeowner gave authorization two times for autopay, in both October and November.  The authorization form clearly states it can take up to 30 working days for the autopay activation and cancellation to take effect.   The homeowner paid via the portal as stated within a very short time frame of her request to stop the autopay and the autopayment was processed because of the cross over timing of communication.

  Customer response

  01/19/2023

   
  Complaint: 18726084
  
  The refund was issued on January 13th AFTER I placed a complaint with the BBB. I have an email that states exactly that from the refund notification.
  

  Oddly, you must have forgotten they sent out the incorrect *** notes and so I resent my payment authorization for autopay. Since the *** fee changed in January, I did not know youd still process my check for a new and different amount with an old autopay check. 
  

  All it took was a response to my 2 emails that I never got. If it takes a BBB to get a refund, happy to oblige. 

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been receiving notices about "weeds" in my garden, not having enough plants in my garden, weeds in the "driveway" among other things. When I asked where I could find the correct information regarding what is expected , they sent me to a website which I read the entire 60+ pages and nowhere does it state anything about plants in garden, weeds etc. Greenacres could not give me the information, because there are no guidelines. This is starting to border harassment.

  Business response

  09/12/2022

  We apologize for any misunderstandings this homeowner has about specifics regarding lot upkeep in their deed restricted community. As a homeowner in a deed restricted community, there are documents and community standards that are to be followed by all homeowners. This homeowner has responsibilities like all homeowners living in this deed restricted community,****************.  *************** Documents and the Community Standards are posted on the Association website for reference by homeowners at any time.   If any homeowner is in violation of any deed restriction, the ***** of ********* has the authority to send violation notices.  This homeowners latest violation was regarding weeds showing through the pavement in their driveway. Information on this particular violation, can be found in the Community Standards, page 25, third bullet point from the bottom,Remove pavement weeds (Dec ********* 1), it refers to Covenants for Maintenance, Maintenance by Owner, found in the Associations Declaration.   If this homeowner has further questions about their current deed restriction violation or any of their many past deed restriction violations, they can contact us at ******************************************.   The Better Business Bureau is not the format to discuss homeowners complaints in regards to following their ********************** documents.  The ***** of ********* of the Association make all determinations regarding the business of the Association and owners should seek resolution with the *****.  

• Initial Complaint

  11/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I sent a letter to Mr. Ryan G., CEO of GreenAcre Properties dated October 26, 2021 which is suppose to handle the trimming of my next door neighbor's palm tree branches hanging over my roof top & down towards my walkway. Massey Pest Control advised me to the HOA trim those branches because different kinds of insects could easily crawl over from these branches towards my roof & into the interior of the house... As of this date I have NEVER heard from Mr. Ryan G. since I mailed the said letter. I will greatly appreciate if you can help resolve this property issue. ********* ** ***

  Business response

  12/03/2021

  Business Response /* (1000, 5, 2021/11/05) */ A management company is only responsible to relay owner requests and concerns to Association vendors, not do the work that is subcontracted to the Association vendors. You contacted your Manager, Jacqueline, on October 20th and she immediately communicated with the landscape vendor regarding this matter. It is the vendor's responsibility to fulfill their contracted duties to the Association. A management company in not responsible for work done by a vendor hired by and paid for directly by the Association, in this case, their landscape company. If a vendor hired by the Association is not fulfilling the contracted duties, you should write to your Board of Directors via email communication with your manager at ********@greenacre.com. A letter to Mr. G. will not get an Association landscape vendor to do the work any faster. More importantly to keep in mind, there is a contract between the Association and the Association's landscaper which calls for palm trees to be trimmed only a certain amount of times per year, at certain times of the year.

• Initial Complaint

  10/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi my name is ******* ***** and I moved into the ****** ****** ** community, at **** ********* Drive Wesley Chapel FL. I have been back and forth with my HOA Greenacre for about a month now about my lawn and hedge care which is a part of my HOA. I have made several complaints to this company about the hedges around my house that aren't cleaned or maintained at all to the point where the grass was touching the walls of my house and coming under my porch door. I had to email the manager Jacqueyln several times about this, left several messages on her phone and spoke to her and she said she will send her team out to take care of it. Well she didn't take care of it right away I had to keep calling and emailing. When they finally sent someone out to me the guy was rude telling me it's not an emergency and then bout his team to the house and I asked them to cut down the hedges and then they made my hedges look worse they cut it down to the ground and left it in a total mess.

  Business response

  10/27/2021

  Business Response /* (1000, 5, 2021/10/07) */ Unfortunately, this homeowner doesn't understand how the relationship works between a management company and vendors chosen, hired and paid for by the Association. The management company is responsible to relay owner requests and concerns to Association vendors. Jacquelin, the manager of the Association, communicated repeatedly with the landscape vendor regarding this matter. It is the vendor's responsibility to fulfill their contracted duties to the Association. A management company in not responsible for work done by a vendor hired by and paid for directly by the Association, in this case, their landscape company. Vendors hired by the Association have no business relationship with our company, they are not part of "our team". The actions of their employees are the responsibility of their company, they are not ********* employees. If a vendor hired by the Association is not fulfilling the contracted duties, or if their employees are not acting in a professional manner, Ms. ***** should lodge a complaint with the Board of Directors of the Association. Only the Board of Directors have the power to hire new vendors to properly service the Association if necessary. Consumer Response /* (3000, 7, 2021/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately you, the management company, HOA and Greenacre doesn't understand the severity of my landscaping. First I came into this community as a new homeowner with good reviews about the community and HOA but it seems like this is false. The hedges were touching the house and I complained several times about it until you finally after weeks came to fix it and then your "team" hacked my hedges so bad that it is an eyesore and on top of that everyone else's hedges and lawn care looks great and mine doesn't. Please let me know how that's fair to me when I'm paying the same paying the same amount of HOA fees as everyone else in this community. I feel discriminated against at this point and I want this resolved and my hedges pulled out that you ruined and new landscaping put down on my property. Also as for the Board of Directors that your speaking about which you never told me anything about since we have been emailing and speaking back and forth, how come I was never told that was an option to get it resolved? Once again this is affecting me because my house looks horrible and I want my landscaping fixed ASAP. Thank you Business Response /* (4000, 9, 2021/10/13) */ The complainant needs to reread our response, we will state again, the Association's landscaping vendor is not our "team". We are not responsible if the complainant can't understand how a homeowner's associations conducts business. We will forward her comments to the Board of Directors for them to take appropriate action on behalf of one of the owners in their Association. We as the management company have nothing further to contribute to this Association matter unless directed to do so by the Board of Directors. We will have no further replies to the complainant regarding this matter.

• Initial Complaint

  08/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I emailed documents to Mr L. of Greenacre to plant approved Shrubs in my yard, have a contractor place landscape curbing along the mulch bed and add landscape rocks in my mulch beds in the same paperwork. Paperwork was sent by email from August 2020 to October 2020. I also asked Mr. L. if I needed to submit paperwork for my landscape lights that are in my rock mulch bed. My landscape lights are not in my driveway nor are they attached to my house. Someone trespassed on my property and cut the wire to my landscape lights. Jolene L. and Angela P. of Greenacre are very unprofessional and go by the word of ********** ********** who report violations. ********** only report if they don't like you or Sherry S., the illegally elected HOA VP and others decide I shouldn't have my landscaping approved. I followed the Community Standards. ********** don't get harassed. Now I'm being fined. This needs to stop. Sherry S. planted an illegal toxic plant and no ACTION WAS TAKEN.

  Business response

  09/20/2021

  Business Response /* (1000, 5, 2021/08/16) */ Once again The Better Business Bureau has entertained an irrelevant narrative against our company, and is trying to mediate outside the constraints of their jurisdiction. This narrative is being submitted by a Homeowner that is a member of a Community Association that our company manages. Our management contract with the Community Association specifically precludes any homeowner from being a Third Party Beneficiary to our management agreement, hence this Homeowner has no business relationship with Greenacre Properties. In other words, this Homeowner is not a customer of Greenacre Properties. The homeowner needs to lodge a complaint against, and seek resolution with the correct entity, Lakeshore Ranch Homeowners Association to which they belong as a member. We will have no further correspondence on this matter since it is a matter between the Homeowner and the Community Association only. We urge the Better Business Bureau to carefully analyze the facts in future submissions to them, before assuming the submission has any relationship to the business named in the allegation. If the complainant continues to make false and defamatory statements, appropriate actions afforded by Florida Statute, Chapter 836 (defamation; libel; threatening letters and similar offenses) will be taken. Consumer Response /* (3000, 7, 2021/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response. Please see ALL the documents I submitted to Ronald L. of Greenacres Properties last year in 2020. They are lying stating these documents were never received. The lies are originating from the Lakeshore Ranch Volunteers and Greenacres Properties. I complied with the Community Standards. The ONLY document that was submitted recently in August 2021 is the As-Is Survey of my home. Please let me know my next step. No one told me that I had to use a particular system to submite my home survey until August 2021. Do I take this to the Florida Department of Agriculture. I have proof that a Board member was fraudulently elected to the HOA board. Business Response /* (4000, 9, 2021/08/27) */ Unfortunately, the complainant isn't understanding that Greenacre Properties isn't the entity that has any decision making power in this situation. As explained in our original response, the Better Business Bureau needs to stop entertaining complaints in the Greenacre name when the entity that complaints should be directed to, and resolutions sought from, is the Lakeshore Ranch Homeowners Association. The complainant is a member of the Association and needs to correspond with the Board of Directors of the Association, not employees of the Greenacre. Ronald L. (who has long since retired) and all Greenacre employees act only as facilitators for architectural approvals and denials, not decision makers. Approval and denials are granted by the Association only, we have no decision making power whatsoever. The documents the complainant attached mean nothing since they have no information at the bottom of the form that shows "ACTION TAKEN BY THE ASSOCIATION". Unless the complainant receives approval from the Association for architectural changes, changes that she correctly submits to the Association, she will be in violation of the LAKESHORE RANCH COMMUNITY ASSOCIATION, INC. BOOK OF STANDARD FOR COMMUNITY LIVING. By attaching this document to her complaint, the complainant acknowledges these are the rules to be followed. We again restate, the Better Business Bureau has entertained an irrelevant narrative against our company. Close this file, there is nothing Greenacre can do, it is a Lakeshore Ranch Association matter and only the Association has power to resolve. WARNING to the Complainant: If the complainant continues to make false and defamatory statements, appropriate actions afforded by Florida Statute, Chapter 836 (DEFAMATION; LIBEL; THREATENING LETTERS AND SIMILAR OFFENSES) will be taken. Consumer Response /* (4200, 11, 2021/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not my 1st time requesting architectural changes on my property. Under the previous property management company I had my pool and screen enclosure approved AND filled out the exact same paperwork. I submitted my paperwork for my shrubs, curbing and rocks to Greenacres Properties by email. In fact everything was submitted by email to Ronald L. of Greenacres Properties starting in June 2020, more than a year ago. The question is why was there no communication from Greenacres until this year 2021? This has everything to do with how and what the Lakeshore Ranch volunteers are reporting to Greenacres. Greenacres Properties take the word of volunteer homeowners and send out non-compliance notifications based on inaccurate reporting by the volunteers. My neighbor Sheri S. NEVER got my signature to put up a partial fence which makes her in violation but nothing is done. This is only 1 example of inaccurate reporting. Sheri S. even planted highly poisonous plants in her backyard which nearly killed my dog yet and I had to take my dog to the Veternarian to be treated for ingesting poisonous plant leaves from the plant. Nothing happened to Sheri S. because she's on the Lakeshore Ranch HOA Board. The HOA board is corrupt because they are not reporting accurately to Greenacres Properties so Greenacres Properties send out non-compliance notices to any homeowner the HOA board does not like. There's much more that I need to report but there's not enough space. Consumer Response /* (3000, 14, 2021/09/03) */ I've decided to proceed in filing my complaint with the Office of the Florida State Attorney General against Greenacres Properties, Inc., the Lakeshore Ranch HOA Board, and its' Board members. Business Response /* (4000, 19, 2021/09/13) */ The Lakeshore Ranch Community Association's attorney will be addressing the situation directly with the complainant. Case closed.

*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. ↩