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:01/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased the condominium in March of 2023. At the time of walkthrough, we noticed water damage in the bathroom ceiling from the unit above. After inquiring with property management and maintenance we were assured that a leak causing water damage to our ceiling and walls had been rectified. However, after completely renovating the bathroom, including all drywall, the issue resurfaced in 2024 in the exact same location. I notified Kare Condo in early July, despite continuous emails and calls, I received no response for months. Eventually, on September 18, 2024, I was advised that the leak had been repaired. To substantiate the repair efforts, I placed an inquiry requesting information on the type of repairs that were completed and by who so I could be assured the issue was finally rectified. Unfortunately, I received no response from Kare Condo despite again multiple emails and calls, and a promise that my property manager would follow-up. Due to pressure from my tenant, I eventually proceeded with drywall repairs once again. On December 18th, I received a call from my tenant stating that water was leaking through the ceiling in the same location as the prior damage. According to a statement from the association, after my second report of water damage in July 2024, maintenance personnel took pictures and shared them with Kare Condo. The photos showed two large rectangular holes next to the shower with spray foam applied to seal up the holes around the tub surround. As a property management company, they are fully aware that this is not an adequate repair, yet I was advised that the repair was completed. Again, damage could have been avoided with timely and accurate communication after receiving reports of a known and ongoing issue. The lack of a timely response, follow-through, and misinformation (negligence) has caused me significant distress and financial burden. As of today, 1/23 the issue remains unresolved. Told to fix the damage or go through our insurance.

  

  Business Response

  Date: 01/24/2025

  The association is not responsible for interior plumbing or maintenance of the interior of the units. While the expectation is that homeowners would take pride in their investment and keep their property properly maintained, that is not always the case.
  
  When an active leak is reported the Association sends out its contractors to determine the source of the leak and have it repaired if it is a component for which the Association is responsible to maintain, repair, or replace. If it is not coming from an Association component, we notify the unit owner that it is their responsibility to have addressed. Generally, the Association is not responsible to police or inspect these repairs made by the unit owners as it is their responsibility. It is only in cases like Mr. ******* where there are repeated instances of leaks that the Association uses its enforcement procedure to push the unit owner to make the repairs and provide written and photographic proof that it was fully and properly addressed.
  
  We are now working with the Board to push the owner to complete the appropriate repair in a timely manner. If the repair is not completed by today in fact the association will be sending a vendor out to make the repair at the cost of the unit causing the leak. 
  
  

  Customer Answer

  Date: 01/24/2025

   I am rejecting this response because:
  
  While I understand that the Association is not responsible for the interior plumbing or maintenance of individual units, the repeated instances of leaks and subsequent damage to my property are directly due to the lack of timely and adequate attention to this matter. The failure to ensure that the initial repairs were properly completed has resulted in ongoing issues and significant inconvenience and costs for me.
  
  Moreover, the misinformation provided by the Kare Condo led me to undertake premature repairs, which could have been avoided with accurate and timely communication. This has compounded the damage and financial burden I have experienced.
  
  I appreciate that the Association is now taking steps to enforce the necessary repairs. However, this should have already been completed and back charged to **. Again, evidence of insufficient repair was previously provided to Kare Condo via photos. It is crucial to recognize that this situation could have been avoided with more diligent follow-up and verification of the repairs initially reported as completed. Subsequent damage is a direct result of the lack of effort and response from Kare Condo. 

  For better understanding a timeline is below

  March/April 2023 advised previous leak was repaired per Kare Condo via maintenance.

  Proceeded with renovations including drywall removal, mold remediation and drywall replacement 

  July 2024 leak damage apparent in same location - notified Kare Condo 

  Sept 2024 - took 2 months to receive a response that the repairs were completed, however no information pertaining to the repairs were shared. Kare Condo received photos of inadequate repairs yet failed to communicate and take reasonable action to prevent further loss. 

  Proceeded with drywall repairs for the second time due to being misinformed

  December 2024 tenant notified me of water leaking through the ceiling in the same location. Immediately notified Kare Condo. It took a month to "enforce" a plan of action despite this issue being ongoing and well documented. To date, the issue remains unresolved. The amount of time that it has taken to reasonable respond is unacceptable, the lack of updates/communication from Kare Condo is unacceptable. As an example, I sent the president of Kare Condo an email detailing the sequence of events on October 7, 2024.  I received a response from her on January 22, 2025, 108 days later stating "I am now fully aware of the issue you are having with the bathroom ceiling" again, unacceptable for it to take 108 days for an association management company to respond to a garden variety issue.

  Why has this taken so long to resolve

  Why does it take so long to respond to an urgent matter

  Why do they continuously fail at providing reasonable and timely follow-ups

  Why isn't my ceiling being repaired. The association already advised me that it would be and its clearly the result of their negligence.

   

  
  
  

  
  

  

  Business Response

  Date: 01/24/2025

  KareCondo is a property management company not a rental management. We must comply with the associations governing documents and maintenance of the association's components. In this instance the component was not the associations to repair.

  KareCondo notified the owner of the issue, and we were told that the repair was completed. The second notice of the leak we received and that prompted another notice of repair. 

  In this second notice a date of repair was noted and the owner needed to comply, or the association would need to step in to make the repairs and charge back the owner. This is in process. 

  The repair is not the responsibility of the association, they are completing it as a water issue is emergent. That being said the owners will need to work with their insurance companies to resolve any financial burden. 

  Customer Answer

  Date: 01/27/2025

   I am rejecting this response because:
  
  The lack of timely notification to the owner above led to additional damage. In addition, they received photos of the inadequate repair but still advised me the repairs were completed. This directly led to another financial burden.  

  They recognize now they have to enforce the repair. What is the policy/guideline for enforcement? It's reasonable to believe enforcement should have occurred much sooner. 

  The association previously advised me they would handle the drywall repair. 

  What is the status of the leak repair?

• Initial Complaint

  Date:10/22/2024

  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.

  Sewage/water intrusion from the condominium above mine (522F) at Tuscan Ridge Condominium in Copley, under the property management of ********* managed by ***** *****. ********************. ************. **** ********** **** ******* **. The backup in 522F filled my garage ceiling with water. Nobody contacted me and black mold grew requiring me to hire ServPro of Hudson, OH to mitigate. My insurance, USAA, paid ServPro but USAA attornies state that the HOA master policy, Phillip's and Associates- Traveler's Insurance, owned by ***** ***** is accountable to replace my garage ceiling. ********* has refused to communicate with USAA, ******* ***** is my adjuster.

  

  Business Response

  Date: 10/22/2024

  Our office has performed our duties in providing both the owners insurance agent and the associations insurance agent with all of the information requested. The insurance companies need to resolve the matter. Once we are contacted by the insurance companies the work will be completed as specified by the insurance company. 

  Customer Answer

  Date: 10/23/2024

  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.

  Please allow me to say thank you to **. ****** and our excellent Better Business Bureau in Akron, OH. You are an outstanding administrator at The Akron Better Business Bureau. Your efficient communication with ********* Property Management and me was instrumental in resolving the beginning of the reconstruction of my garage ceiling at Tuscan Ridge Condominium in Copley, OH following the water intrusion from the condominium's backup above and the mitigation by ServPro of Northeast Ohio.  I am personally very thankful to all of you at the Akron BBB who strive everyday to help doing business in Northeast Ohio fair and honest. We will definately turn to The Akron BBB in the future when contracting with businesses. Keep up the good work!    

• Initial Complaint

  Date:06/08/2024

  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.

  KareCondo is the property management company that collects dues for my HOA. They hold checks for several weeks past due and then fraudulently assesses late fees. Homeowners at multiple properties managed by KareCondo have been defrauded, and complaints have been filed with the state attorney general's office.

  Customer Answer

  Date: 06/10/2024

  As shown in attachment 1, my May HOA dues check was postmarked on May 3 by my financial institution (******** Investments)--this is a full week ahead of the 10th of the month deadline, as noted in the company's invoice, attachment 3.

  The company waited to cash the check and retrieve the funds on May 29, as shown in attachment 2.

  Attachment 3, their invoice, shows that they then double billed me for May and added a fraudulent late fee.

  

  Business Response

  Date: 06/10/2024

  Per the attached the late fee in question was removed as the check she provided was dated before the associations grace period. We find that with the bank checks, there is delay in being received to our P.O. Box. This is a **** issue not a KareCondo issue. 

  This unit owner is also upset with KareCondo as a police report was filed due to her abuse of the staff. 4 emails have been attached but there are more if needed. She is unfortunately an unstable individual and has fixated on KareCondo for whatever reason.  

  This compilate is being submitted out of vindictiveness not fact. 

  Customer Answer

  Date: 06/10/2024

  My financial institution, ******** Investments, will also be reaching out to Karecondo (POC ***** *****) to make sure they correct my account to reflect timely payment and rescind late fees. They will provide Karecondo with the documentation of the May payment being postmarked on May 3 at that time. (I attached said documentation in my previous note.)

  

  Business Response

  Date: 06/11/2024

  Per the previously provided documents the late fee has been removed from the account and the payment was applied to the account. The item in question has been resolved. 

  This again is an individual who has threatened the life of the Staff at KareCondo and continues to be vindictive to the company. 

  Customer Answer

  Date: 06/13/2024

  Karecondo is engaged in fraudulent invoicing. They've perpetrated this fraud on multiple homeowners across several HOAs they manage. I and many other homeowners have reported them to the **** attorney general for fraud.

  Just this most recent example shows that they received my May dues check on May 3, held it until May 29 and then double-billed me for May plus added a late fee.

  But every month, I've sent a dues check well ahead of the postmarking deadline of the 10th of the month.

  I've now paid through July. 

  KareCondo must send me an updated invoice for my records showing that I am paid through July. Otherwise, I will join other homeowners in a lawsuit against the company and against its bookkeeper.