Complaints

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

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  Havenpark Communities

  51 W Center St Ste 600 Orem, UT 84057-4605

• 

  Havenpark Communities

  750 Technology Ave Bldg F Fl 2 Orem, UT 84097-6204

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:05/03/2024

  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.

  I am filing a formal complaint. April,2024 I was charged 75 for a forced mow fee. I received no notice of being put on a mow list. After my lawn was mowed on the week of 4/21/2024 - 4/27/2024. I was also not informed of the mow charge. I had already paid my rent on 4/25/2024 so the charge was placed after that date. I received a notification from the *** online payment portal NOT orion lake management that my rent was due soon and to make I payment. I was confused as I always pay my rent early and in full. After checking my account I see a 75 balance on my account. I immediately called the front office and told them I was not notified that we were officially in mow season as the weather has not been consistent and I was not notified of being placed on a mow list. ******** seemed confused at first, putting me on a brief hold. When she returned she told me the put mow list in the front of the park by the office. I asked if they had notified residents of this because I received no text or email correspondence. She seemed to realize that had not actually notified anyone because she paused and said well its on your lease the grass can only be so long. We are just coming out of spring. Even as I write this message it is currently down pouring in ********. I became irriate, feeling that this was done intentionally by management to charge as many residents as possible before summer actually started. I informed ****************** was upset because I was not notified and did not see the 75 charge until the 29th 2 days before rent was due. Their negligence will result in a late fee imposed on me for the first time. ************************* up the phone and refused to answer any other calls. I reached out to corporate customer service and was told I would receive a call back. It's been 2 days and I have not received any correspondence. I have never paid late or even used the grace ******* I feel no direct correspondence is extremely predatory and I question the legality of this process.

  Business Response

  Date: 05/09/2024

  Thank you for bringing this issue to our attention. We can understand Ms. ******* frustration and have contacted her to extend our sincerest apologies.
  
  We had issued reminders to all residents as well as posted signage throughout the community for at least one-week prior advising that forced mows were $75 if lawns were not mowed by residents by a certain date.
  
  We have waived this fee for **************** as a one-time courtesy. If there are any questions, we encourage **************** to contact us at [email protected] more than happy to assist. 

  Customer Answer

  Date: 05/09/2024

   
  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:03/19/2024

  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.

  Application was closed and I was refused a unit due to the *** form being passed through my hands to my employer due to it not sending correctly (business claims I filled application out personally) when the form clearly states that it is illegal for them to send it through me going as far as to require them to sign it verifying they would not let me touch it, told me to sign it and refused to contact me for 2 weeks until i continually called and texted them everyday. finally they reached out to me and told me what was going on after a month of promising me I would have a place to live with my two kids we now face homelessness. Another tactic they used as a gaslighting attempt was claiming that I provided no info of my payment info even though I have messages where they confirmed the info I gave them would indeed work fine. ******* confirmed every single thing I did was correct before I did anything and now I am being led to believe I have done nothing correct and deserve to have been ignored and left out in the cold. They invited me to apply again when you have the correct information.

  Business Response

  Date: 05/01/2024

  We appreciate that this issue was brought to our attention.We can understand ************ frustration with the lack of communication and clarity throughout the application process, particularly regarding the Verification of Employment form. We connected with ************ to apologize for any inconvenience or distress this caused him and his family.
  
  As a gesture of goodwill, we offered to waive the application fee. Additionally, we offered to connect him with our community manager directly, who will assist in guiding him throughout the reapplication process and provide any necessary clarification if ************ decides to reapply.
  
  If ************ has any questions or concerns, he may contact us at ************************************************* and we will be more than happy to help. 

• Initial Complaint

  Date:12/01/2023

  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 was victim to identy theft the beginning of November and have been trying to fix the situation. Due to problems with my bank the complex I live in charged me a late fee on my rent. I spoke to the office in my complex and explained what happened and they said they would have it removed since I have lived her for about 20 years and never had any problems or issues. When I got my December billing there was a late fee added so I spoke to my community office again they said corporate refused to remove it. I have tried to call corporate customer service 3 times but no one will contact me about the situation. Also since Havenpark communities bought my complex they have raised our rent several times and now they are raising it again in January another $60. The largest amount yet. Since ********* and club house are closed constantly its not worth it.

  Business Response

  Date: 12/08/2023

  Thank you for bringing this issue to our attention. We can understand our residents frustration and sincerely apologize for any misunderstanding regarding their billing statements. We were able to speak with November ****** regarding this complaint and we had a good conversation. Weve processed a credit for the late fee as a one-time courtesy and advised that in the future this would be their financial institutions responsibility as this was a result of fraud on their account with them.
  
  Regarding the upcoming rent increase, inflation nationwide is at a 40-year high. This inflation has added significant cost to our operations. We continuously review our cost of doing business and have determined that a reasonable and fair rate adjustment is in order. Our promise is to provide our residents with quality service and an attractive community that they are proud to call home. If they have any questions or concerns, they may contact us at *************************************************. 

• Initial Complaint

  Date:10/27/2023

  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.

  Your management here at orion lakes locked me outta my online portfolio to pay my bill on time an is now trying to evicted me an my kids whe. I've told them I had the money

  Business Response

  Date: 11/02/2023

  Thank you for alerting us to this issue. We understand and
  apologize for any frustrations this situation may have caused.
  
  We contacted
  Mr. ******** regarding the status of his account via email on Friday, October
  27th, 2023. Due to the account status, we encourage Mr. ******** to contact us
  or the community office directly if there are any questions or concerns. We’re
  available by email at ************************************

• Initial Complaint

  Date:08/28/2023

  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.

  Havenpark Community bought the trailer park I live in ****** **** and they want to raise all residents rent and I think that's unjustice to the residents like myself that has lived there for 10 years or more. Plz plz help all the residents in ****** ****.

  Business Response

  Date: 09/01/2023

  Thank you for bringing this to our attention. We have contacted ************* via phone and email and have been unable to connect with her. We'd love to speak with her regarding her concerns and encourage her to email us at *************************************************. 

• Initial Complaint

  Date:08/17/2023

  Type:Customer Service 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 have been waiting almost a month for them to intiate a background check on an additonal occupant. Provided them with all the documenation required to process the background check. Filled out the paper work provided a 25$ money order I have talked with multiple people and provided my number almost 5 different times in a month and I keep hearing the same thing " I am covering and can only do so much " The business hasn't provided any resolution.

  Business Response

  Date: 08/23/2023

  Thank you for bringing this issue to our attention. We have
  been in contact with Mr. ********* regarding the application for **** *******
  to be an additional occupant. There was a delay in processing this application
  as it was incomplete. We were missing contact information, identification, and
  a signature from the applicant, Mr. *******. Once this was obtained, we
  processed the application same day. Additionally, we spoke with Mr. *********
  and Mr. ******* to inform them of the occupancy approval. If they have any
  questions, they may contact us at ************************************* 

  Customer Answer

  Date: 08/23/2023

   
  
  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:08/17/2023

  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.

  My aunt decided to move and sell her home in June of 2023. She tried selling it to numerous people, all of which got denied for various reasons. We decided to just keep the home and she would add me as an additional occupant. Ever since she's tried moving, we've been dealing with constant harassment. I have a work truck. I have cameras all around this home for our safety, and the girl with the **** plates in the equinox decided to tow my truck because it was "in the handicap spot" (OUR HANDICAP SPOT specifically). I pulled the camera footage. It was never in the handicap spot. In fact, we now have a ****** parked exactly where that truck was, and its been there for at least a month now. No complaints of it being in a handicap spot. When we tried to dispute respectfully, we received a toxic verbal " the car has to be in the middle of the handicap sign". There are two issues with that. First being, it says no where in the rules where compared to the handicap sign the car has to be (the truck was not in front of the handicap sign).. Second being, if the handicap vehicle (ours) was to be parked in the middle like the woman stated, it would not be properly accessible. We constantly receive notices (sometimes they say they sent notice and didnt, or send notice dated days prior but only drop off later.. ex: notice dates 07/21, camera picked up that notice was dropped off 07/28) about our lawn. I take plenty of pics as well as the camera to show the lawn state but we magically always get complaints about it. We receive notices about late rent with no letters, we receive random charges on rent statements when we do get them on time, Ive tried calling and emailing nearly everyday for months, even calling corporate multiple times and no one seems to communicate. Everyone on my street has the same issues or worse than me. Its becoming a problem severely

  Business Response

  Date: 08/30/2023

  Thank you for bringing this to our attention. We have been in contact with ******************* regarding this complaint and at the end of the conversation she advised she had no further questions, we discussed her billing and account concerns. As ******************* is not on the lease and is an unapproved occupant of this home, we are limited on the information we can provide to her. The work truck she mentioned was parked in a handicapped spot but was not marked to be a handicapped vehicle. This is why it was towed. The ****** that ******************* mentioned being in the handicapped space has not been towed because it has a handicapped marker on it.

   

  Regarding notices, we deliver those the same day they are written unless circumstances prevent us, in those instances we deliver the next day. We have sent rule reminder notices to this residence, addressed to the lease holder, regarding their lawn being unkempt. The most recent one was delivered August 3^rd, 2023. We ended up mowing the lawn for the residence on August 8^th, 2023. We have sent five notices regarding payment to the lease holder we have on file, each notice has stated the amount due. We have communicated with ******************* on how to fill out an application to be approved to live in the community. We look forward to assisting her in this process and if she has any questions or concerns, wed love to hear from her. She may contact us at residentexperience@havenparkmgmt.com.

• Initial Complaint

  Date:07/10/2023

  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.

  Rented in **************** from April 2022 to April 2023. Among MANY issues while living there for a year, i ran as fast as i could to get out of this park. The problems were endless since day one, mushrooms (twice) in a brand new model, doors wouldn't lock for first 4 months, no staff, threats, dogs running loose everywhere, no snowplowing, the list goes on and on. I have been trying to get my security deposit back since March 2023. At least 12 phone calls and no responses or I am sent to maintained ***** NOOOO communication!! I was advised more than a month ago, my refund was 100% returned (as it should be as I video taped EVERYTHING the day I handed in my key in anticipation of issues). I was told by Company they sent my refund to the wrong address. I confirmed correct address and have not heard a word since. Still cannot reach ANYONE on corp offices, and I was told numerous time there is no way to contact them other than email or letter. I have threatened my attorney and still nothing. I can see by reading this BBB page that I am not the only one as there are tons of complaints for this company on here with similar issues. Shame. Still waiting on my refund!!!!!!!

  Business Response

  Date: 07/13/2023

  Thank you for bringing this issue to our attention regarding Mrs. ***** security deposit. ************* submitted her notice to vacate in March 2023, which included a forwarding address. We processed and mailed the security deposit after she moved out in April. This was mailed to the address we were provided. It wasnt until ************* contacted us in June due to her not receiving the refund, that we were informed that an incorrect address was provided.We have made the necessary corrections and a replacement check is being issued.We have been in contact with ************* regarding the status of payment. If she has any questions or concerns, she may contact us at *************************************************. 

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20299767
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 07/16/2023

  The response from Haven Park is absolutely incorrect. I started DOCUMENTING my phone calls and conversations 5/19/2023 when I talked to ****** in the maintenance department, (which is the number you have to go to get a hold of anybody from corporate, which is by then via email, the Csr would send corp office email for us because corporate offices do not have a phone number). I was even told that some phantom supervisor that this will get escalated. Her name is supposed to ********. I had to threaten a lawyer to get someone to call me back after leaving me a message about sending it to the wrong address. The same day I threatened an attorney, third week of June I received a call back finally from ***** in your corporate offices and I was told they had the wrong address and they would be sending me another check out it is July **************************************************** that company since! I have called COUNTLESS TIMES since.  any, and all communication has been executed by myself to this company, in attempts to get my refund back. I have only spoken to one person since the beginning of May regarding this and that was *****.  Other than that, it  was all maintenance **** sending emails on my behalf
  

  In short, there has been no communication from your company and there is no check for my refund.

   

   

   

  Business Response

  Date: 07/20/2023

  Thank you for this response. We can understand Mrs. ***** frustration with the delay in receiving her security deposit and we apologize for any miscommunication. ************* typed her notice to vacate which included her forwarding address and this was received by us on March 2nd,2023. Upon Mrs. ***** move out, we processed her security deposit and mailed this to the address provided. The check was mailed and delivered in April. We have documentation that one of our Area Managers spoke with ************* in June regarding her security deposit and that the address was incorrect. We voided the original check and mailed a replacement to our community office. We have since been in contact with ************* and she picked this up from our office. If ************* has any questions or concerns, she may contact us at *************************************************. 

  Customer Answer

  Date: 07/21/2023

   
  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:07/05/2023

  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.

  The park started to replace driveways last summer. We were told what we're not completed last summer would be complete in 2023. We are now being told that we will not be getting new driveways due to the budget. Yet they keep raising rents. I have had uncompleted repairs since I moved in. For example. Skirting installed incorrectly. They started the repairs and never came back to finish

  Business Response

  Date: 07/11/2023

  Thank you for bringing this concern to our attention. We can understand how frustrating this experience has been and we sincerely apologize. Our team has been in contact with ************************ regarding these issues and we have come to a mutual resolution. The cracking on the driveway was determined to be normal and will not need to be replaced. We have contacted a vendor to inspect the homes skirting and do repairs as needed. We take pride in our community and have completed several improvement projects in the past three years that have included but are not limited to the following: A new sport court, pavilion,playground, pet park, and road upgrades. If ************************ has any additional questions or concerns, he may contact us at [email protected] more than happy to help. 

• Initial Complaint

  Date:06/13/2023

  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 live next to the sewage treatment facility at a havenpark community. In 7 + years I have been here the smell has never been so bad to come into my home. I brought it to the assistant mangers attention his name is **** and he went to look at the sewage plant and told me that the company contracted to maintain it have neglected it and it is in need of a pipe. He told me he would handle it and that the smell in my home was unacceptable. I called the next day and **** failed to have brought it to anyone's attention and had no clue who the business was that was contracted to maintain it. I am scared for my health.

  Business Response

  Date: 06/16/2023

  Thank you for brining this issue to our attention and we sincerely apologize for any inconvenience this may have caused ***************. We contracted a company to do a routine cleaning of the wastewater treatment plant the week of June 7th, 2023. Upon cleaning, our contractor discovered that a part needed to be replaced. We ordered the part, received it on June 12th, and the contractor was able to complete the installation on June 14th,2023. We have been in contact with *************** through this process to provide updates and we have extended our sincerest apologies. If *************** has any questions or concerns, she is welcome to contact us at ************************************************* or by calling the community office at  **************.

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20181363
  
  I am rejecting this response because:

  It went a long time without a proper cleaning and I want to make sure for my health and safety regular maintenance and cleanings are not neglected 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/23/2023

  We take the operation and maintenance of our plants very seriously. We were aware of and actively working to resolve this issue prior to *************** contacting us as it was discovered during a routine cleaning. The part was ordered promptly,installed once received, and the cleaning took place on the 14th and 15th respectively. If *************** has any questions or concerns, she may contact us at *************************************************.