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:04/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in a condo and this business is the *** for the property. I pay them monthly dues so that they are able to provide particular services when needed. A few days ago I had a vent pipe completely fall out of my roof leaving a 5x5 inch gaping hole in my roof and now I am hearing an animal inside of my attic. When contacted in order to have someone come fix it I was told they would get back to me because they werent sure of the schedules of anyone that would come to fix it. They never ended up calling me back. The following day I reached out again and received a very bad attitude complaining about me calling the emergency line and the lady stated it was not an emergency. I have had a gaping hole in my roof with an animal climbing in and out of it for the past two days and also there is a torrential rain thunderstorm and 30 mph winds in the forecast for the next coming days. She said it still is not an emergency and once again will get back to me even though they had been made aware of the issue over 24 hours prior. About three hours later they called back and said someone will come out to fix it in three days from now.

  Business Response

  Date: 05/20/2025

  
  We respectfully refute the allegations and fact patterns in the Complaint.
  
  The complainant made an initial call to our emergency answering service on Thursday,  April 24, 2025 at 6:37 PM.  The call was immediately returned 6:51 PM and the complainant did not answer the call. Another call was placed to the complainant at 6:52 P.M.- and a ******** **** answered the line, advising a vent cover fell off the roof and there was a racoon trapped inside the attic space.  A handyman service was immediately contacted to investigate the matter and to determine the appropriate response.  The handyman service was in contact with the complainant directly to schedule a time to reinstall the vent; however, installation of a vent would trap any animal inside the attic space. Further, pursuant to the *******************************************************, as racoons are protected by law, no one may possess a raccoon without a license, and licenses are not issued for pet wildlife. Hunting or trapping raccoons requires a license.The law does allow unlicensed homeowners and farmers to destroy raccoons that damage property, however,homeowners associations are not qualified or authorized to destroy animals. There are no 24-hour emergency racoon trapping services to our knowledge.
  
  The complainant phoned the emergency answering service on Saturday, April 26, 2025 at 9:00 AM advising that this has been an ongoing issue for 5 days and now there are raccoons living in the attic.  The call was returned at 9:43 AM, and the claimant did not answer the phone call. The complainant was called again at 9:47 AM, when they answered.
  
  The exterminator who services the homeowners association was contacted twice for service. Concurrently, since the initial call to the emergency answering service the handyman service was in contact with the complainant regarding the best time to replace the roof vent based on the situation with the racoons.
  
  In the end, the homeowners association installed a trap to catch the racoon in accordance with applicable codes and procedures. It was removed upon such time the complainant advised the racoon family was removed by an outside and unknown party.  The handyman service closed the hole in the roof and removed a piece of plywood installed by the claimant.
  
  For reference, enclosed is a report from the exterminator regarding their account as to what occurred.
  

  For reference, below is a report from the handyman service in contact with the claimant.
  
  ***** ******* ************
  ***** ******** *** ** **** **** **
  *** **** **** *********
  ******** ****** ***** **** **
  
  Good Afternoon
  
  Just following up on unit 50 repairs.
  I spoke with a **** on the phone 4/25/25 from unit 50, he said that his vent cover on back of chimney had come off and that there was a Raccoon inside attic. I told him I could not do anything about the raccoon and that he would need exterminator for that and we agreed we should wait to put vent cover back on till raccoon was removed or left on its own. He called me on Saturday saying he was having trouble getting exterminator right away and I told him to call management to see if they could assist. He said he already did. I called you on cell phone immediately after I got off phone with ****, I told you the situation and to see if you were aware of issue, You said yes and that you tried to call him back numerous times, so you said you would call him again in few minutes and I would call him right back to tell him you would be calling him in few minutes. I informed him you said you tried calling multiple times but he never answered, He said oh that was probably her calling from private number I guess, I told him yes and that she would be calling him again in few minutes. I told him I could come first thing Monday morning to install new vent cover if raccoon was gone, We left it where he was going to reach back out to me once Raccoon was taken care of. He stated that he was just going to shoot it with his shotgun if he could not get exterminator there soon. I advised against that.  He texted me Sunday Saying Hey we took are of the Raccoon problem so if I still wanted to come Monday it was good to come. It being Sunday I did not respond to that text message until Monday morning, Where I sent text message saying I had another repair on property setup for Tuesday morning So I would come then. He did not respond. That was last contact we had. I Installed new vent cover Tuesday morning. Someone had installed a piece of plywood over the open hole in siding. I Removed that and left it on his patio.
  
  **** *******
  *** ********************* *** 
  ***** * ****** ******** ***********
  ************

  
  

  Customer Answer

  Date: 05/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the matter has been resolved.
  
  Sincerely,
  
  ***** *******