Complaints

This profile includes complaints for Imagineers LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Imagineers LLC

  635 Farmington Ave Hartford, CT 06105-2901

  
• 

  Imagineers LLC

  249 West St Seymour, CT 06483-2650

  

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:04/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/7/25 I asked to change my direct deposit bank account information. Imagineers said the change wouldn't go through for February because it was too late & I'd get a check in the mail. I said that was fine. I never received a check & went to their office 2/21/25. They said the original account was never cancelled so the direct deposit went there. I showed them in my banking app that it wasn't, so they gave me a check later that day. I asked who pays the late fee since the payment was late, and they said no one because they don't do late fees. I said there's a late fee of $47.02 for the mortgage, but they didn't care.
  
  On 2/28/25, I emailed them to follow up, & they said it'd apply towards April's rent as the information wasn't verified & I had to send a screenshot of the banking information (information that wasn't requested in February). It was received 3/4/25. I emailed asking how the payment was being made for March and asked again about the late fee. They said paper check and they are not paying a late fee.
  
  On 4/15/25 no direct deposit happened. I called them & they said the inspector put a hold on the rent until a re-inspection was completed which was done on 4/14/25. I asked when the payment would be going through, and they said April because they'd already processed all payments for April. I asked about the late fee again, and they said they don't pay late fees when they're late.
  
  It is absolutely absurd to think a government agency has the ability to pay landlords whenever they feel like it without late fees or reprocusions. I'm being charged a total of $94.04 because they decided to not send me the first check until I asked for it and the second payment still hasn't been received because of an arbitrary decision that they admitted was resolved and they don't feel like sending me what is owed to me even though it's on the lease. When the tenant pays late, the tenant is responsible for a late fee. Why wouldn't Imagineers have the same requirements?

  

  Business Response

  Date: 05/01/2025

  Mr. *****'s April Housing Assistance Payment (HAP) was not issued as the unit did not pass inspection. Mr. ***** was notified of the repairs needed to the unit to pass inspection, and subsequently those issues were resolved. The procedure for a HAP subsidy payment delayed due to failed inspection is it will be issued the next month. Mr. ***** was informed he will receive the April HAP subsidy with the May HAP subsidy payment.  

  Mr. ***** is requesting a late fee for delayed HAP payments due to delayed transactions. The first was a direct deposit issue which required a manual check needing to be provided. The direct deposit payment did not go through to the bank so Mr. ***** was cut a manual check on February 19th. We were not responsible for the direct deposit not going through. The March payments were processed on Friday March 7th, but the banking processing was completed on Thursday the 13th.    

  Mr. ***** was informed that there are no late fees for *** subsidy payments.  It is recommended that Mr. ***** contact his lender to request a due date later in the month to prevent incurring fees. 

  With the inspection issued resolved, and Mr. *****'s updated direct deposit complete, the rental payments for April and May will be processed before the 10th (may clear after the 10th depending on banking processing time)  and payments should remain on schedule going forward.  

  Customer Answer

  Date: 05/02/2025

  
  
  Complaint: ********
  
  I am rejecting this response because:
  
  As mentioned before, Imagineers notifed me that it was too late to receive the direct deposit for February so they were going to send a check. The check was never sent for 2 weeks and on February 21st (not the 19th like they're claiming; a copy of the check dated February 21st proves this) I went to their office to get handed a check. I had to come back because a check had to be issued, so that proves they didn't even try to send a check in the first place. They are being charged a late fee for February because the check was never sent even though it was promised.
  
  For April's late payment, the inspection failed because there was no notification from Imagineers that the regulations had changed. They claimed to have mailed out notices, however nothing was received; no regular, certified, or registered mail; only "their word" after the fact that things had changed. Regardless, I completed the changes needed per the inspector within the 24 hour period he gave me and submitted the paperwork verifying it had been done. On April 14th (nearly 30 days later), the inspection passed. I received nothing in the mail or direct deposit by April 22nd, so I inquired and they did say the payment would be processed for May. Because there were no notices sent of necessary changes that needed to be made and they acknowledge that the payment was withheld intentionally, a late fee for April is also due.
  
  The eviction process for the tenant has been started due to non-payment of rent and late fees from Imagineers as well as their breach of contract. If Imagineers wishes to rectify the situation, they must pay the 2 late fees, back rent, and all rent on time moving forward. Otherwise, the 2 late fees, back rent, & remaining contracted rent will be coming from the security deposit and the eviction process will proceed as scheduled.
  
  Sincerely,
  
  ****** ***** 

• Initial Complaint

  Date:04/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’ve had mice Issues,& called Imagineers’s ,11/2024,now they are retaliating ,by terminating my section 8,& alleging me of not wanting an inspection, which I requested, since mice issue,& other things need to be fixed, per Ashley/my worker letter from her dated 4/1/25 alleges I never wanted anything fixed by my landlord Mr. W*****,& that I seen a video,or sign something, I have never seen before etc. I never treated anyone with any violence,I have text threads,&witnesses. They Imagineers’s seem to favor landlords, now they are threatening to terminate section 8, per false allegations on 4/30/25. I just received letter from Ashley my worker which I just met end of 2024 over phone after 3 years, I requested inspection again, 4/8/25 is inspection date,that I booked. Request a retraction of all allegations,& No-Termination of my Section 8 for 4/30/25, to be cancelled withdrawn,& or be retracted. Mr W***** Landlord not consistent with mice issue, or doesn’t repair at alI have text threads of a lil more than a month,& I’m asking 1 a month abt mice issue,still no exterminator, but exterminator,& Lanlord where in the *** **** 2/25/25. No exterminator nor repairs, batteries for smoke detectors etc. till present day 4/3/25.

  

  Business Response

  Date: 04/29/2025

  Hello, 

  *** ******* receives federal rental assistance that is administered by Imagineers. The complaints she is citing about her unit are her landlords responsibility to resolve. We are not her landlord and we cannot make repairs to the property. The landlord will not receive the rental subsidy if he does not comply with the federal standards. 

  Regarding the termination of assistance. ** ******* was threatening to an Imagineers employee, and it was recorded. We had referred the matter the police and our attorney. *** ******* has since apologized for her behavior and we are working with her, advising her to relocate as her landlord appears to not want to fix her apartment. In addition to that she refused an inspection. She has since let us inspect, and the unit failed inspection an the landlord needs to address many things, including what *** ******* is citing. Again. its her landlord who makes the repairs to his property not the subsidy administrator. 

  If *** ******* continues to be polite, we will continue to work with her to relocate her and/or push her landlord to make needed repairs. If she begins again with the threatening behavior, we will be recording it, we will contact the police, and we will terminate subsidy as we are allowed to under federal guidelines. No person should be threatened. 

  But again, the main issue that she is complaining about is her landlord not fixing her apartment. We are not her landlord we cannot make the repairs she is requesting but we are trying to help her either relocate (she does not want to move) and we are trying to help her by citing her landlord for deficiencies but there is only so much we can do if her landlord does not want to fix the apartment he owns. 

  Please let me know if I can provide any other information on this matter. Thank you. 

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A insurance claim was filed by ***** ****** of Imaginers as a result of property damage done at my home in ********** ***** *********** in December 2024. The insurance company as required sent a check for over $4,000 to Imagineers made payable to *** as required by law. Imagineers deposited the check in the *** checking account in early January 2025. They were required by law to immediately send me the check but did not. In February I contacted ***** ****** and requested a status of the check. I received nothing but aggravation from him in my attempt to recover the due me. On March 20 I received a portion of the money due me. To make a long story short by coincidence I received a courtesy call by the insurance company who issued the check to Imagineers/*** . I explained the situation. They were appalled and contacted ***** ****** and ordered him to pay the balance of the money due me.

  

  Business Response

  Date: 04/29/2025

  Good Morning, 

  *** ******** was paid the insurance payout in two installments and is paid in full. The first check, which she noted in her complaint. was paid on 3/11/25 for $2,500. The second installment was then approved by the ********** ***** ********** *********** and processed on 3/23/25 for $1,732.01 which totals the requested $4,232.  Imagineers is not allowed, legally, to process any payments from client accounts without the Board of Directors of the Association voted approval. There is a process to get that voted approval and then in turn process payments. 

  If the above is not accurate and *** ******** feels she is still owed funds, please let me know and I can investigate further. Thank you. 

• Initial Complaint

  Date:07/29/2024

  Type:Billing 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.

  Jon G******, the Board of Directors, Tracy M******* and Patricia at ###-###-#### wrote me a letter saying that I did not pay July HOA fees and I have proof that I have paid from my Bank, They are making erroreous claims and won't research them and correct them and have threatened to send my account to **** *** ****** *** **** and collections for eviction. They are very nasty and unprofessional.

  

  Business Response

  Date: 07/30/2024

  Good Morning, 

  Unfortunately, we did not receive your July HOA fees. This issue can be easily resolved. Can you please send us a copy of the cashed check so we can work with your bank to resolve this issue, Once we get a copy of your cashed check, your ledger will reflect payment and the issue will be resolved. Thank you.  

  Customer Answer

  Date: 07/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did pay the July Hoa fees and the Accounting department has made this mistake several times.  I need to speak to the Board of Directors about holding Jon G****** and Miki and Patricia accountable for threatening me with complex legal action including eviction and ruining my credit report. They made this accounting mistake over and over again without checking their bank deposits.  They need a new system and new people.
  
  
  
  Sincerely,
  
  
  
  ********* ********

  

  Business Response

  Date: 07/30/2024

  Good Morning, 

  If you provide us a copy of the cashed check this matter will be resolved. You have a right to contact your Board of Directors as well, but they will ask for the same.

  If you just send us over a copy of the cashed check this issue can easily be resolved. If you refuse to provide proof of payment, the association has no other recourse then to process legally. When the case is heard in court, they will ask for the same thing, proof of payment from your cashed check. I am hoping you can simply send that proof of payment (cashed check) over to us so we can close out this matter without having to deal with any legal processes. Please send along proof of payment and this matter will be closed. Thanks so much, 

  Customer Answer

  Date: 08/06/2024

  
  
  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:05/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2023, I received a ******* * ******* from Imagineers LLC. I was very excited to provide my children with a safer living environment. I found a home willing to accept my voucher, I paid $500 deposit, sent in the proper paperwork- Maribel my caseworker did not get back to me in a timely manner as these are time sensitive issues and was always on vacation as I was told from others, but not her. Due to her untimely response- the landlord decided they didn't want to wait and I lost my chance. Maribel did end up giving me an extension, but again, due to her not responding in timely manners, every time I found a place to live and accepted the voucher- Maribel did not respond fast enough or submit paperwork to the proper housing authority which caused me to not be selected to live in said place. I again, received an extension. I found a place, a 3 bedroom - as stated on my voucher- I was eligible for a 3 bedroom, I received a call from the housing authority saying I'm not eligible for a 3 bedroom even though it says so on my voucher and I was told so during my orientation at Imagineers LLC. I contacted Maribel whom still to this day a year later never answered me back or contacted me about this. I lost out on many deposits and chances to have a home for my children and I due to lack of communication, no response or advocacy from my own caseworker. She went on vacation constantly, but did not let her clients (me) be aware of that, so I would sit for days, weeks at a time waiting for a response to no avail. I'm sure the office knows how important it is to respond to these situations in a timely manner as they are time sensitive. I feel scammed, as I paid hundreds for application fees, deposits on homes, and Maribel did not seem to help me or advocate for me- which is her job. A year later I still have not heard back from anyone of why my voucher said 3 bedrooms but I was declined the 3 bedroom apartment I found and told I'm only eligible for 2 bedrooms.

  

  Business Response

  Date: 05/09/2024

  ******* ******* received a 3-bedroom voucher from ******
  Housing Authority on 10/3/2022 with an expiration date of 2/13/23.  Based
  on the moving packages Ms. ******* turned in, we extended her voucher for an
  additional 2 months which expired on 4/13/23.  ******* found 2 apartments
  in *******, she had to be ported to ******* Housing Authority which was done on
  11/17/2022.  On 12/7/2022 her paperwork was ported then to ***********
  Housing Authority. On 1/6/2023 we received communication dated 12/27/2022 from
  *********** HA that the tenant has not had any communication with their agency
  sending her documents back to Imagineers.  On 4/2/2023 the tenant ported
  to *** ******* HA.  She states in her complaint that she found a 3 bedroom
  and was told that she is only eligible for a 2-bedroom voucher based on the
  standards of the *** ******* Housing Authority.  Once Ms. ******* ported
  to another jurisdiction we have no control over the other housing authority’s
  policies.  On 4/14/23 we received Ms. ******* documents back from the *** ******* Housing Authority stating that the client has determined that he/she no
  longer wants to search for housing in their jurisdiction, the client’s voucher
  has expired and under the NBA administration plan household qualified for a
  2-bedroom voucher.  There have been
  numerous email and phone conversations between Ms. ******* and her case worker
  Maribel between 11/17/22 and 4/11/23.
  
  ******* ******* should feel free to contact Supervisor Tessa
  M***** at ###-###-#### to discuss her case.  

  Customer Answer

  Date: 05/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  My voucher had already expired when the *** ******* Housing Authority told me I only qualified for a 2 bedroom. I contacted Maribel right away once I heard from them and never received a response back to this day to see what more could be done. I was not offered to continue searching from the *** ******* Housing Authority as my voucher had already expired when they called to let me know I did not qualify for a 3 bedroom, after I had already submitted my paperwork and did everything correct on my end. The statements made are not true or factual. I feel like I was not advocated for, which is the case workers job and what the program is for- to help those in need of housing. During the mandatory orientation, Imagineers LLC should have made every recipient aware including myself, that different housing authorities may have different requirements and regulations, so I would have been aware and to also prevent others from possibly ending up in a situation like mine. There were times I needed my paperwork sent to a housing authority and I was asked by my own caseworker for their number- which should not be my job to search that. I found this entire experience unprofessional and I was not advocated for the way I should have been. I'm hoping we could come to a better resolution, as I do have emails and proof to show everything I have stated is indeed true. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 05/09/2024

  We stand behind our original response.  Which included the offer to be able to reach out to the supervisor as was requested.  

• Initial Complaint

  Date:07/26/2023

  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.

  ********* condo unit. we were told by Kerry from Imagineers that ".. repairs are needed with stairs..."(stairs are common between neighbor and us) We were not given any details..We went to see stairs in 2 hours. Since we didn't find anything wrong, we requested them to come and show us issue. Even after multiple emails to them, neither details were given to us nor we were shown the issue up until after 2 months, when I received their email to pay $1743.69 as they said they had already fixed it. We disputed that. Now Imagineers is claiming after 3 months that this was like emergency situation.Their exact wordings."...this repair work needed to be done on an urgent basis considering the threats to anyone using stairways.." Reality is, we were never ever informed about threats to us when stairs were being used every single day for over a month before they "fixed" it.. The time it took them to fix "urgent issue" was Over 1 month after knowing. This doesn't justify urgency.. Not showing "issue " to owner (even upon repeated request) but making them responsible for invoice to "fix" can never be justified in democracy. even when you say its allowed by by-laws. Imagineers management has their own managers, inspectors to come and check and then contractors to do all kind of repairs. Start to finish, all money goes to Imagineers. This conflict of interest should not be allowed by any association in my opinion..

  

  Business Response

  Date: 08/02/2023

  Imagineers, LLC is in receipt of a
  complaint submitted by the homeowner in the ********* Condominium Association
  Inc. ********* Condominium Association is
  a 221-unit condominium community in ******** **.  Imagineers is the community association
  management company for *********.  In
  that capacity, we report to and take direction from the Association’s elected Board
  of Directors. 
  
  ********* Condominium, as an association
  of unit owners, has governing documents.  The Association is governed by a Board of
  Directors comprised of directors elected by the owners of the units within the
  Association.  The Association’s policies
  regarding the care of the buildings and addressing rules enforcement are dictated
  by the Association’s governing documents and applicable state statutes.  As it was
  previously communicated to the unit owner, it was determined that the interior
  common staircase shared between units ** and ** was in need of repair.
  Imagineers Construction was approved by the ********* Board of Directors to
  perform the work. The staircase is a limited common element and as such,
  according to Article XIX (19), section 19.3 (a), any common expenses associated
  with the maintenance, repair or replacement of Limited Common Elements shall be
  assessed against the unit or units to which the limited common element is
  assigned.  If any such limited common
  element is assigned to more than one unit, the common expenses attributable to
  the Limited Common Element shall be assessed equally among the units to which
  it is assigned.
  
  The unit owner was notified that they needed to share the
  cost to repair the staircase, in the amount of $ 1,743.69 (tax included).   The board for ********* acknowledged that the
  cost for this needed improvement might be difficult for some owners to absorb,
  so the Association Board agreed to creating a payment plan that allow then to
  pay off the cost with monthly payments and no interest.  We have included a picture of the staircase
  that was separated and cause for concern.  

• Initial Complaint

  Date:07/07/2023

  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.

  I, ******** *******, purchased the property of **** ***** **. in June of last year. During the summer months we were going to change out the air conditioner in the unit. We had removed the sleeve and the maintenance associate at the time, Frank, who resided in a condo across from us explained that we could remove it and seal the hole if we wanted. He explained that we would need to cover the hole with plywood and seal the inside. He reported that he would bring over the shingles when we started working on it but told him we may not get to it until next summer. He reported to us that we would need to sign a paper, which we did and returned to him to acknowledge that we were sealing the hole. Fast forward to late April, early May. We had not yet gotten around to taking out the air conditioner but did in late April. We attempted to contact the ******* **** office as well as Imagineers to discuss the situation. Days later I received a knock at my door with two men berating me over the complaint I had made over voicemail over the lack of communication from Imagineers, maintenance staff, and ******* ****. They reported to me that they would complete the necessary repairs as I stated to them that I was selling the condo and stated, “we have over 400 condos we cannot get to yours right away, tell your buyers we’ll fix it”. I was informed last week in a letter that a hearing was held regarding the “unauthorized removal of the ac sleeve” and fine of $300. I attempted to call Imagineers, ******* **** and several other numbers attempting to reach someone. Finally I was able to get in touch with the CEO Ken and Suzanne B**** reached out soon after. Suzanne reported they help a hearing and “I was not in attendance”. She claimed a letter was mailed to my property but we received no letter or notice of the hearing. I explained that I had signed a paper with Frank which she continues to refuse to recognize. I would like repairs to my condo to be completed prior to my closing date.

  

  Business Response

  Date: 07/18/2023

  Imagineers, LLC serves as the community association
  management company for ******* **** Condominium Association. The unit owner
  modified the exterior of the condominium by removing the wall air conditioning
  unit without properly reconstructing the wall.  

  The proper process includes removal of the trim from around
  the front of the air conditioner and removal of the caulking that adheres to
  the wall. The front-facing panel would then be taken off and the motor assembly
  would be pulled out. The metal jacket that the unit slides into would be
  removed, and a frame would be built around the opening with 2-by-4 foot boards
  cut to fit the dimensions of the hole. The 2-by-4 foot frame would be recessed
  a 1/2-inch into the opening, and finally the Association Maintenance team
  members would side over the framed area.

  The owners instead placed boards larger than the dimension
  of the hole and nailed them onto the exterior of the building. When the
  maintenance team members met with the owners to review the concerns with the completed
  construction, the owners requested they just install the siding.

  Attached, please find a copy of the notice and hearing
  Letter dated 6/9/2023 for the June 27th notice and hearing meeting via zoom. This
  notice and hearing meeting was to request the owner attend the meeting with the
  board to discuss the A/C sleeve being removed from under the living room window
  without authorization and that the repair was done poorly. No one from the unit
  attended the notice and hearing meeting, and the notice and hearing outcome
  letter was issued on 6/28/2023. The notice and hearing outcome letter provided
  results of the notice and hearing meeting and advised that their account would
  be charged $300 for the required repairs.

  On Sunday, July 2nd, ******** ******* called and
  left a voicemail outside of working hours informing us she required the siding
  to be installed ASAP and wanted a call back. The Imagineers offices were closed
  for Independence Day weekend and reopened July 5th.  We spoke with ******** on July 6th,
  and she instructed us that she required the repairs to be completed prior to
  her closing date for the sale of her unit on July 13th. We told her
  we would not be able to meet her timeline as we had obligations for another
  project until July 17th. The maintenance team members had rental
  lift equipment onsite for the project they were actively working on. They were
  not able to break away from that project to frame and close the opening during the
  week of July 3rd as she required.

  On Friday, July 7th, a representative of unit
  **** ***** **** contracted to have someone frame and cut board to fit the dimensions
  of the hole, side, and paint the exterior prior to her planned closing of July
  13, 2023.

  
  

• Initial Complaint

  Date:05/30/2023

  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.

  Imagineers allowed a tenant to hire their own electrician and did not allowed us to repair electrical issues they pointed out needed repair on their inspection. Imagineers allowed a tenant to live in our property without paying their portion of the subsidizes rent. Imagineers is retaliating against me and threatening to keep rent from another tenant which has nothing to do with the tenancy in question. Due to imagineers behavior, I've had to be admitted to the hospital after fainting due to sever stress that their staff has caused. They are unprofessional, their laugh, taunt and have utilized less than professional words when addressing me. Extremely condescending and have even laughed and have expressed joy in my suffering.
  
  I've have asked for meeting with them but have been given the run around. They are not paying, nor are they reprimanding their subsidized client for not returning the premises back to me. I am currently experiencing financial hardship due to imagineers actions.

  

  Business Response

  Date: 06/09/2023

  Imagineer did not suggest that the tenant hire their own electrician.  A housing inspection was conducted on
  September 29, 2022, which revealed a violation of a damaged GFCI outlet that the owner was
  cited for.  Consequently, a repair letter
  was sent to the owner advising them of the housing violation that needed to be
  corrected by October 25, 2022.  When the
  inspector went out on 10/25/22 the violation had not been repaired and it was
  reported that the tenant did not allow access to the owner in order to make the
  repair.   Therefore, on 10/25/22, an
  intent to terminate program participant benefits was sent to the tenant for
  failure to allow repairs to be made to the unit with a copy to the owner.  That same day we generated another fail
  inspection letter that was mailed to the owner. 
  On 11/8/22 an inspection was done which revealed that the repair was completed,
  and a pass letter was sent to the owner. 
  No abatement of housing assistance was made.  To assist the owner’s collection of non-payment
  of rent Imagineers sent a letter to their tenant advising them of what the
  landlord reported and to warn them that not paying rent is a violation of the
  lease which could jeopardize the housing assistance benefits.  The owner’s tenant moved out in March after
  giving the owner a vacate notice.  Subsequently
  the April housing assistance payment was sent and received by the landlord, the
  landlord was not entitled to the housing assistance payment because the program
  participant had vacated the unit.  A
  letter was mailed to the landlord on 4/27/23 advising that we needed to recoup
  the payment because the tenant had moved out of their unit on 3/25/23.  This letter gave the complete explanation and
  advised that we would need to recoup the April payment and gave the owner a
  30-day period in which to comply. 
  
  

• Initial Complaint

  Date:03/30/2023

  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 had ****** * **** ******* come to treat my home for mice on February 3, 2022. After they treated the home I discovered that the ****** ***** ** ********** *********** has a pest control company that they use that is contracted through Imagineers LLC.
  Issue 1:
  I contacted Imagineers LLC and asked if I could be reimbursed for the pest treatment was told to send in a copy of the bill which I did. I didn't hear anything so I called to follow up and was told the bill didn't show paid as i needed to send in proof that it was paid which I sent after I reached out to ****** *. I still didn't hear anything so i contacted Imaginer LLC again, this time I was told I needed a copy of ****** *'s commercial insurance policy. I again contacted ****** * and they sent me the proof of insurance which I forwarded to Imagineer. I still didn't hear back so i contacted them again. I was told it was being reviewed for sign off. It has now been over a year and I'm still waiting for by $246.00. Can you help me get the funds?
  
  Issue 2:
  Same company. I paid my January 2023 maintenance fee in December 2022. I sent a letter requesting auto deduct with the January fee and they took both the check I had sent and the auto deduct out in January. I called right away and they said the duplicate payment would be refunded by check, I still haven't received it and of course I haven't received any communication from them as to why. Can you also have those funds returned?

  

  Business Response

  Date: 04/17/2023

  We regret Ms. ********* frustration in the time involved to address your two concerns.  Checks have been issued by the condominium association to Ms. *******.  One check was issued on 4/11/23 in the amount of $239.29 to reimburse for the pest control concern.  On 4/4/23, a check was issued in the amount of $279.00 for the double payment of the monthly common fee.  Please contact Imagineers, LLC should any concerns remain.  Thank you.

  Customer Answer

  Date: 04/18/2023

  
  
  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:02/07/2023

  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.

  I have attempted to get in touch with our management company about safety concerns multiple times. Mr. S******, the property manager has not answered my emails concerning this issue since his first response. We live in a condominium complex where there are 3 stop signs in the complex. The stop signs coming in to the complex and exiting are where my safety concerns lie. Residents of the complex fly in and out with no regard for the stop sign, many times on the wrong side of the road. Members of the Board of Directors are notorious for not stopping, many times not even slowing down. Mr. S****** sent out an email (after my 1st email) stating that residents should adhere to the speed limit and stop signs. The email didn't do any good. The ones who didn't stop before are still not stopping. It is a safety concern, someone is going to get into an accident or hit someone who is walking. I emailed Mr. S****** about this several more times and have not received a response. Is he waiting until there is an accident? Shouldn't safety measures be put in place? I hope you can help me resolve this important safety issue.

  

  Business Response

  Date: 02/17/2023

  Thank you for informing us regarding this compliant.  Please note that we take issues regarding the safety of the
  Association’s residents seriously and respond promptly.
  The property manager has discussed the issue with the
  Association’s Board of Directors who makes all decisions regarding matters of
  the Association.
  The Board will be discussing the issue with the homeowners
  and asking for their input at the next Board of Directors meeting scheduled for
  Monday, February 27th.
  All homeowners are encouraged to attend the meeting. Thereafter, the Association will implement any measures
  needed for the safety of the residents.