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:10/24/2024

  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.

  I am in the process of getting a Loan with my ************ and when they submitted my paperwork to the ************** they called me and said there was a lien on my property. I called the Property management company to find out why there was a lien, and they said it was just a Notice of Commencement not a lien. Unfortunately, the Title and the bank do not agree. Instead of trying to clear this up they gave me the contractors number and told me to contact him. I did reach out to him and he has been very helpful in trying to help me figure this out. I thought that everything was good until I heard back from the loan officer stating that the *** (property management company needed to fill out the paperwork. I emailed the owner ***** ****** and the person in charge of my community, and I had no response after 24 hours so I then called the owner. She was extremely rude and unprofessional. I need this to be taken care of **** as I started the loan process on 0802/2024. I have paid for inspections and other fees and I hope I dont have to repay because this is taking so long. The bank said I could close with full Title but that would add ******** to my closing costs and I dont believe I should have to have extra expenses because the Property Management Company did not do their job. This has caused me a great deal of stress and I feel this is unacceptable. I as a condo owner pay that company every month and I should not have to do their work for them or pay extra fees because of something they should be required to do.

  Business Response

  Date: 11/29/2024

  We are sorry for the issues Ms. **** has had and can certainly understand her frustration.  We have had multiple communications over the past two months with Ms. ***** both electronically and telephonically to try to assist her in resolving this situation.
  
  Our ********************* was approached by ********* ***** from the title company with a request to remove the lien on Ms. ***** property.  We contacted Ms. **** on 9/13/24 let her know that we were working on her account due to the title company request, and to confirm that we had not filed any lien on her account.  While investigating the situation, we found that the title co.had misspelled Ms. ***** first name, so the records on the sites for St.Tropez were under the wrong name.  We also found that there was a previous lien under her name (with the correct spelling),but that lien had been released in 2009.  That lien had been from her late mother's unit from 2009. 
  
  Since we had retrieved information for the title company from various sources, we emailed Ms. **** with all of the information we found from the Property Appraisers site and the Clerk of the Circuit Court site.  We also gave her the Accounting Supervisors contact information so Ms. **** could provide it to her bank representative,and also offered to reach out, which we did, to her banks lender representative and explain that Ms. **** didn't hire the contractor (Proline) and doesn't pay the vendor directly.
  
   After speaking with the bank representative, our Accounting Supervisor spoke to Ms. **** again on 9/13/24, and verified that her lender was referring to the Notice of Commencement (NOC) that was filed by the contractor doing work on the community.  We told Ms. **** that her lender would contact her directly, but also explained to her that the lender representative told us that she would reach out to the title company about the *** form, and would speak with her banking supervisor about the situation (the ********************************** was having the contractor performing work on the property, not Ms. **************** contacted the contractor on 9/16/24 who verified that the work was completed and the City had completed inspections for both the building and fire, and the permit is now closed. No mechanic lien was or will be filed as the vendor has been paid in full. Our St. Tropez Community Manager contacted Ms. **** on 9/16/24 to inform her of this information, but Ms. **** hung up on our Manager.  Ms. **** apparently contacted the contractor directly.  She also made multiple calls to various staff within our company, all of whom verified what she had already been told by our Accounting and Community Manager staff.  Unfortunately, there was nothing further we could do until we received a Notice of Termination that the work was completed.  The situation could not be resolved by us, only through the contractor and title company/lender.  We also confirmed this information with the Associations attorney to be certain we were not remiss.
  
  We received updated Notice of Termination (NOT) form and completed it on 10/22/24.  After discussion it was determined that the contractor,Proline, needed to file the NOT document with the County.  Ms. **** was notified on 10/30/24 that all information had been submitted.

• 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.

  My HOA has recently painted my condo. In preparation for this, they ****ed any areas that required wood replacement so we could either do it ourselves or we could have it done by them. On my home there were only 2 small areas ****ed. A 2 foot section near the ground by my downspout and a 2 foot section on the cornerbead of the garage trim which is strictly decorative. Please understand that nowhere else on my home was there a **** indicating the need for wood repair so I verbally gave permission for them to replace the areas ****ed in red. I specifically said not to touch anything else because some of our neighbors had experienced them replacing things not ****ed for repair. Now, they are claiming that they replaced 3- 2x8-8 boards on my home (which were replaced by the roofer 2.5 years ago). The painters actually replaced wooden siding. I don't even know if they are licensed to do so. The painter refuses to admit what they actually replaced. I believe this may be due to the fact that it was not done correctly. There was no moisture barrier placed behind the siding. Also, the siding was pieced together creating gaps allowing for water seepage. Now, I have to have all this work redone correctly. I believe they are responsible to pay to have it done correctly since they are responsible for the problem due to poor craftsmanship. I have 24 pages of supporting documentation of all my claims which I would be happy to add if you request it.

  Business Response

  Date: 05/06/2024

  I will get with the manager of this community, *********************** for a response. 

• Initial Complaint

  Date:12/14/2023

  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 need assistance from the BBB to help resolve four major landscaping issues in my community that is the responsibility of Creative Management. I put in multiple work orders for these issues going back to October 2021. I have since put in multiple follow up orders throughout 2022 and 2023 with no complete resolution. I have also contacted the Managing Partner of Creative Management and my HOA President along with filing multiple services request to no complete resolution. To summarize, my major ongoing issues are as follows:**** between front door and garage hasnt been replaced since I moved to the community OVER THREE YEARS AGO.A large tree in the front that hasnt been replaced in TWO YEARS. Side bushes needing replaced from damage by children. This was TWO YEARS AGO AS WELL.When the tree trimming service came a few months ago, they left a tree *****, that hasnt been removed. This is a serious injury liability issue! All four of these issues are impacting my property value. I can not list my house for sale with the eyesore and liability of a tree ***** next to my home.I pay my dues to Creative Management on time and never been late on a payment. I expect that I receive the services I pay for. I've heard excuses and delays including seasonality, vendor issues, and autoresponders that include service estimates that don't authorize the work for several years now. This is no longer acceptable as the work has not been completed. I want to know in detail (with dates of service) when I can expect each of the four major issues to be completely resolved and a detailed progress report of what has been done in the community now that the community have switched back to ALLOT for several months now. I expect this to be completed in the next 60 days to fully restore my property value.

  Business Response

  Date: 01/16/2024

  After reviewing multiple work orders that are in our system, I note that they are all closed and marked as completed.  We have worked on resolving these issues for the homeowner over for some time now and have been in communication with her on multiple occasions during that time.  We cannot authorize work if it hasn't been approved by the ***** of ********* for the Community since we take direction from them, often we need to wait for approval after receiving bids etc.  Sometimes the direction we receive from the ***** of ********* does not line up with the expectation of the homeowners.  I don't know if that is the case in this situation therefore I have asked for more specific feedback from our manager for this community to be able to provide some more information on what has transpired on the work orders that the owner submitted.  I will provide that feedback on this complaint this week.

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21004614
  
  I am rejecting this response because:
  
  The statements in the response are not in keeping with the facts.
  
  Multiple work orders spanning several years were closed out without consultation or the completion of the work. Only excuses were provided for not doing the work that includes seasonality and vendor issues. Only now it is being stated that it is up to the ***** of ********* and lacks the expectation of the homeowner. This is not accurate and the work has not been done. This continues the pattern of arbitrary, capricious, and unfair treatment of my property from Creative Management and the *****.
  
  At the November 2023 meeting when we switched landscape vendors, I was assured that my work orders would be a priority. That was not the case. It was not until I initiated this BBB complaint that there any work done to the issues that had been brought forth for over many years. They did plant the **** next to the garage, that matter has been resolved.
  
  While I appreciate that one of these issues has been resolved, there are still three issues remaining with the landscaping. There was supposed to be a large tree in front of the yard around boxwood bushes, and it was replaced by more boxwood bushes. This is not in keeping with the uniformity of the neighborhood and other units have the large tree. I was never notified about this change in uniformity and why the plants / tree would be different. When I bought my unit there was a tree that Creative Management subsequently removed. Other units have the large tree, and I would expect it to be replaced with a similar tree.
  
  I still have a tree ***** on the side of the yard that was never removed. I have notified the ***** and Creative Management several times that this poses a serious liability issue for injury. It is also in the area with side plants, and given the large size of the *****, additional side plants will need to be replanted when the tree ***** is removed.
  
  This impacts my ability to list my house for sale with the eyesore and liability of a tree ***** next to my home. I pay my dues to Creative Management on time and never been late on a payment. I expect that to receive the services I pay for in an equitable and fair manner for all other owners. I expect this to be fully completed in the next calendar 30 days.
  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/22/2024

  The landscaper has completed $800 worth of landscaping that the ***** of ********* approved to be done prior to knowing about this BBB Complaint.  

  Because landscaping is the responsibility of the Association (Edgewater at Grand Oaks), the ***** of ********* is responsible for making decisions about what is planted, were it is planted and when it is planted.  They look at many factors when deciding what to do about dead or dying landscaping including the history of landscaping issues not only at the unit but in general in the community as a whole.  Over the years, the ***** has decided to use different plants in an effort to have plants used that will withstand the soil conditions and wildlife which both have impacted the types of plants used when replacements are needed.  There are areas in the community where certain plants and trees have thrived and other areas where they do not and changes have been made.   

  As to the tree in the front landscaping bed, the tree had been replaced 3 times over many years, possibly before ******************** purchased the unit.  Due to this, the board elected not to replace the tree but to put in extra plants in the bed.  This is in keeping with prior decisions of the ***** to not replace trees in front of other units.  ************************ unit is not the only one without a tree in the front of the unit.  I have included pictures of some of the other units without trees. As to the ***** on the side of the unit, the board had elected not to have it removed.  It is not uncommon to have trees cut level with the ground and leave the ***** if they are not intending to replant a tree in that location. 

  The ***** also approved and more pampas grass was planted in the bed on the side of the unit as was requested by ********************* 
  

  The ***** of ********* has addressed all the landscape issues for this unit and consider the matter complete and resolved.  

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21004614
  
  I am rejecting this response because:
  
  First and foremost, I want to thank the BBB for their ongoing support in facilitating this complaint.Creative Managements claim that they addressed all the landscape issues for this [my] unit and consider the matter complete and resolved exemplifies that I continue to be subject of ongoing of arbitrary, capricious, and unfair treatment of my property. This is especially true as Creative Management and the Edgewater of Grand Oaks HOA Board are in breach of contract in multiple areas of the community CC&Rs as outlined below:
  
  1) Creative Management claims that $800 worth of landscaping was done prior to this BBB complaint. In full transparency, please provide copies of the invoices reflect the alleged $800 in landscape corrections that was completed on my property.Approximately $40 a month of my *************** goes to landscaping. I have been an owner / resident for 3.5 years. This means so far I have contributed approximately $1,680 towards landscaping. I am not receiving the full value and equable services compared to my fellow owner / residents in return.
  
  2) Creative Management provided an image they say contains no tree. Yet the same image they provided does indeed show an outline of a tree and upon closer inspection in person a few days later shows that the tree was recently cut off with a ***** remaining. Thus there was a tree at one point in that location. Creative Management claims my tree has been replaced three times, yet failed to provide dates,  any communication, and documented proof of completion. They need to provide those dates and proof. The ongoing lack of uniformity is a breach of contract in the community CC&Rs under Article 7.2.
  
  For the BBBs reference,Article 7.2 states: 7.2. Maintenance of Common Maintenance Areas. *************** shall maintain the Common Maintenance Areas in accordance with the ************************
  
  As provided in my last response, there are trees around the boxwood bushes for other units I am the only unit on my street without a tree for an extended period of time (this has gone on for years). I have included it again for reference along with additional photos. There was one when I bought my unit. There is currently one across from my unit and directly on the other side of my unit with even more in the neighborhood. The tree around the boxwood bushes is the community-wide standard.
  
  3) I would also like to see the contract from the tree company as failure to remove the tree ***** means the Edgewater of Grand Oaks HOA Board and Creative Management are in breach of contract with the community CC&Rs per Article 5.1 (b) (i). This should have been handled in partnership with the Board / Creative Management and the tree removal company at the time of their services last year. This contract is missing from the resident portal whereas the majority of the other contracts are available to owners. I was assured by Creative Management at the November 2023 board meeting that this would be handled. It continues to be an issue.
  
  
  For the BBBs reference: Article 5.1 (b) (i) states: *************** shall preform or cause to be performed, the following on Lots:
  
  (i) maintenance (including, mowing, fertilizing, watering, pruning, and replacing, and controlling disease and insects), of all lawns and landscaping installed on the Lot as part of the initial construction on the Lots,specifically excluding landscaping within any enclosed area not readily accessible from outside the dwelling
  
  The tree that was cut down was full of diseased canker and thus leaves behind a diseased ***** and roots that will over time cause the nearby pampas grass to become diseased. I never asked for this tree to be replaced, only to have the entire tree including the remaining ***** and roots removed to prevent injury liability, preserve the remaining plants, and most importantly maintain my property value.
  
  Currently, the ***** poses a serious trip liability as the ***** is above the ground and is prime for a serious injury. Covering the area with more pampas grass will make it harder than it is now to see the ***** that is above ground and will continue to grow increasing the odds for injury. The ***** is also a serious eyesore (that can be seen from my dining room window) that is negatively impacting the property value and gives the impression to prospective buyers that the Board along with Creative Management does not care about the safety and maintenance of the Edgewater at *********************
  
  Given that the tree ***** is in the same area as the pampas grass and needs removed, it would make sense for the ***** to be removed first and then have the additional approved pampas grass planted. I pay my dues to Creative Management on time and never been late on a payment. I expect that to receive the services I pay for in an equitable and fair manner for all other owners. I expect this to be fully completed in the next 27 calendar days. 
  
  Sincerely,
  
  ***************************