Complaints

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Bathroom ceiling is damaged due to water coming through my bathroom ceiling From the units above **** have had this Problem for a long time and I am being ignored by the management company. They sent a plumber out to find the leak and it was determined that it was coming from the unit above me 143. The plumber cut holes in my ceiling and covered it with plastic and left. It has been this way for months now and when I call or text Cap Management they are not answering or responding. All I want is for my Bathroom ceiling to be repaired

  

  Business response

  04/03/2024

  Hello ******* - Long time no see!

  As you know, in a **** a water intrusion issue is from one homeowner to another.  You each own your units and have to work with each other.  The **** and CAP Management represents the *** is not responsible for unit to unit water leaks.

  If you plumber determines that this leak is caused by an *** line, of course, we will take it to the Board.

  Unfortunately, this is not an *** line, but an issue to work through with your upstairs neighbor.  The leak came from their unit and they are responsible for the damage caused..  We as the management company and the *** have no control over individuals here.  Please go ahead and knock on the door upstairs, explain your problem, and they will help you.

  If there is no response from above, you could file an insurance claim, and then your insurance company could go after the insurance of the unit above.  But since this is not an *** line, the ***'s insurance will not take the claim. 

  If you need to talk through this issue, I am happy to discuss it  with you

  Respectfully,

  ************************* CEO

  Customer response

  04/12/2024

  This has been an ongoing issue for years in my unit, either water coming through my ceiling from 142 and or 143, I am on the ground level in 141 and catch all the ****.********************* the Relations Coordinator had Premier Plumbing come out 2 months ago and they cut holes in my Ceiling to find the leak and it was determined by Premier Plumbing that the water was coming from unit 143 and they made the necessary repairs in that unit. Water was still coming through my Ceiling after 143 made their repairs so they had the Plumber come out today April 12th and found that unit 142 had a leak under her bathroom Sink and the Plumber Showed me what he found in 142 and it was determined that the water was coming from 142..The Property Manager ***************************** said that he was going to intercede in the Matter because both units were not cooperating with the Plumber to coordinate everyone being home to find the leak. My ceiling has been covered with plastic for over three months and I am just asking to have my Bathroom ceiling repaired after 142 fix her Plumbing issue.

  Customer response

  04/12/2024

  Cap Management ************************* responded to my complaint like he met me before, long time no see. This man has never reached out to me or answered any of my text or emails.or phone calls. Matter of Fact they have ignored all my contact regarding any issue that I had in the past up to this present date

  Customer response

  04/15/2024

  Premier Plumbing came out on the 12th after finally getting the two units above me to cooperate with the plumbing Company. It was determined that 143 had fixed their Problem in there Bathroom causing water to come down through my Bathroom Ceiling.It was also determined that 142 was now the Problem. He showed me the leak under her Bathroom Sink from a leaking Pipe and that it was coming down through my Ceiling. The Property Manager ***************************** told me that because of the two other units above me were not cooperating with the plumbing Company that he would intercede in the matter. ********************* Relations coordinator had the plumber come out in the Beginning of this and he cut holes in my Bathroom Ceiling and found the leak in 143. My Bathroom has been the same ever since. No one is doing anything to assure that the problem in 142 is repaired and have my bathroom Ceiling Repaired . This has been an ongoing problems over the years and Cap Management is ignoring me. They ignore my calls, my Texts and being a Senior Citizen should be treated with Respect after living here for 22 years

• Initial Complaint

  08/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They hired a plumber on March *************************** my condo. There was no prior communication about the issue whatsoever and the only notice I received was a phone call from the plumbing company to schedule the technician, so there was no opportunity for me to look into the problem beforehand (I happen to be a plumber myself). The following day, March 30, I met with the plumber and, after finding the problem, he led me to believe CAP would cover the repair cost since the damage was inside a wall and he told me he would be sure to note in his report no negligence on my part. Didnt hear anything else on the matter for two months, then suddenly I get a nearly $2,000 charge on my account to pay for what shouldve been a $300-400 repair. After attempting to contact CAP by phone on June 23 and receiving no response or call back, I emailed the management team on June 27 to convey my frustrations with how the situation was handled and asked if they could contact the plumbing company to negotiate the bill. They tried to tell me that the neighbor below me had reported the problem previously with no action taken by me and thats why they hired the plumber. This statement was false as I never received any sort of notice or communication regarding the issue prior to the March 29 phone call, but CAP did agree to my request saying they would reach out to the plumbing company to ask about lowering the bill. Two weeks later (July 14) I hadnt received any update, so I sent another email and have received no response to date. This has resulted in late fees being added to my account because the way their online payment system is set up, I cant pay my monthly *************** without the plumbing bill being settled. I attempted to call their accounting department on July 27 and left a voicemail requesting a call back. It is now August 1 and there has still been zero response from them.

  

  Business response

  08/03/2023

  Could you please send me your name and address?  I am unable to find out which HOA you live at and I cannot help without that information...

   

  *****

  Customer response

  08/03/2023

  Hi *****,

  My name is *********************. The *** is called ******************************* and my address is:

  **********************************************

  Unit M304

  *********, ** 80123

   

  Customer response

  08/03/2023

   
  Complaint: 20406074
  
  I am rejecting this response because:
  
  It is not a resolution. My name is *********************. The *** is called *******************************. The address is:

  ******************************, ********, ** 80123

  My condo is unit M304

  

  Business response

  08/09/2023

  *****,

  Attached is the invoice and in our professional opinion this is a homeowner, not an *** responsibility.  But we, CAP Management, are not the ultimate decision makers here.  You elected a ***** of ********** and they are the ones who make all the decisions - not us.  Please see below our instructions which means you need to file an insurance claim on your policy because the *** has no insurance for issues under $25,000.

  Please attend the next ***** Meeting.  This is your best chance of asking and having the ***** pay for this. We have asked the ***** to meet Thursday the 24th, but they have not confirmed.

  Here are the instructions we have been given from your ***** of ******************* Miralago, some owners ask about the *** paying for in-unit restoration from leaks above and from roof leaks. The *** does not cover much in actual in-unit restoration. According to the insurance section of the Covenants (CC&Rs), the *** is responsible for restoring the unit to its original condition. According to legal, original condition is the condition of the unit on the very first day that the builder completed the unit and it was offered for rent or for sale *****+ years ago. Legal has said that, unless the owner can produce original photos of the unit from day 1 and can show that nothing has been changed in the unit since, it is assumed that an older condo unit would have undergone remodeling since it was built. Therefore, the *** will not cover flooring, appliances, fixtures, cabinetry and countertops. The *** also does not cover personal belongings and furniture.
  According to legal, it can be reasonably assumed that the only original items in the unit are its drywall ceiling and walls. (However, if drywall had been replaced from a previous leak, it would no longer be original.) If the drywall is original, the *** will cover ceiling and walls drywall replacement, taping and mudding and texturizing, but not paint.
  Additionally, the ***s insurance also does not cover mold/fungus, asbestos testing or asbestos-positive drywall remediation (removal and disposal). These are exclusions from the ***s insurance policy.
  For homeowners seeking *** assistance from the *** for damage, there is another issue, which is bad news for owners the *** insurance policy. Because Miralago has had so many insurance claims in the past, the *** cannot get insurance coverage from insurance companies on the ******** admitted market. This means that the *** does not qualify for competitively priced insurance with full coverage. The *** is insured, but by insurance companies on the non-affiliated or secondary and tertiary markets. These insurance companies insure high risk properties, and Miralago is considered high risk because of its history of high levels of claims. This high-risk insurance market is extremely expensive.
  In order to make the ***s insurance costs somewhat reasonable, the ***s insurance broker has recommended a high deductible for the ***. Miralagos deductible is $25,000.00 before the ***s insurance will be applied to a claim. ***** has said that this $25K deductible is the responsibility of the owners insurance when the damage or claim is for in-unit repairs and restoration. After the $25,000 deductible has been satisfied, the ***s coverage will kick in but will only pay for original drywall replacement.
  Therefore, homeowners with unit damage should file their own insurance claim with their owner HO-6 or condominium coverage insurance. The homeowners coverage will need to cover the initial $25K deductible, mold and any asbestos testing/mitigation. After this is satisfied, the owners estimator should separate out the costs for drywall installation, taping/mudding and texturizing, which the *** will cover.
  I can also speak with the owners claims adjustor to explain this. 

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday, February 20th, CAP Management sent their vendor to The Renaissance Condominium complex to search for a leak that was communicated by a resident as taking place outside of their unit, but affecting their unit. The workers that were sent to locate the leak proceeded to create multiple very large holes in walls on every floor in the building, looking for this leak (the leak was not found through this exercise). These holes expose piping, wiring, and insulation and have been left gaping open, creating a hazard for children, pets, and anyone currently using any and all hallways in the building. As of April 10th, we still have not received any indication of when the holes in the walls will be fixed, nor have we received any indication of whether the leak has been located and fixed. Despite multiple calls and emails to CAP Management beginning from the week of February 27, following the leak investigation, we have not received any type of resolution. These holes not only create a danger to property residents and an eyesore for anyone that uses the hallways, but they have also created a safety concern for individual units, as there is now in some cases only a thin layer of drywall that is preventing access to those units. CAP Management has recently given the Renaissance 60-days notice that they will no longer be managing our building going forward, and we have requested resolution of this work order before that time period, but with no response after over 9 business days from the most recent request. If CAP Management refuses to complete this open work order, they will effectively be rendering our building unmanageable by other HOA management companies, making it even more difficult to find a company to manage our HOA. We have called countless times and left messages that are never returned, we have emailed our property manager *************************** multiple times about this request, and still have received NO response.

  

  Business response

  05/01/2023

  This complaint does not represent the correct facts and we wish to challenge and clarify statements made within.First, we can acknowledge that it is frustrating to have these holes, which were made by a 3rd party vendor, in the drywall of the community.However, the cause of these holes is a water leak and the approach a 3rd party vendor made to locate it. The repair must be authorized by the Renaissance, and the Renaissance has proposals from vendors in their hands awaiting approval. CAP does not have the authority to simply send someone to fix these holes as we must run everything through the condominium ***** of ********** We have proactively and urgently provided the client the tools to fix this issue, as detailed below. Again, we can appreciate that it is unpleasant and an eyesore to have entry points made in the drywall (which were made by a 3rd party, not CAP), but we cannot send another vendor to fix these without approval from the client. The ball is in the Renaissance ***s court.
  
  It is true that a 3rd party vendor was deployed to find a leak. In searching for leaks, unfortunately vendors sometimes need to access behind the drywall to find the failure point.This vendor (to clarify, not us) used this approach and it is unfortunate this did not lead to finding the leak. The Renaissance, like any condo association,is responsible for paying for any vendor that helps in an emergency, even if their response is not ideal.
  
  The *** has chronic plumbing issues. We will note that we also deployed plumbers to this property to address leaks on 3/5 and 3/21 2023. Each unrelated to the last. This led the Renaissance and Management mutually agree to postpone drywall repairs until we could get to the root cause of these chronic leak issues.

  
  After the final leak (from the 3/21 work order) was addressed, a vendor was out on 3/27 to put together the bid the bid came in on 4/11 and was sent to the board the next day on 4/12. We addressed this on the clients behalf in a matter of days .Since then, some changes were made to the bids and more were required because of the cost as stated by the Renaissance.As of today 4/26, the *****, the only party who have the authority to approve a repair project (we have no authority to do so for the association), has all the bids they need to get the job completed. It is not true that we have received no indication of when the holes in the wall will be fixed quite the opposite, vendors and CAP are waiting for the client to inform us of their decision and approval, and when that happens, work can begin. This is not an apartment complex where work can simply be approved, though that would make things easier in many ways.

  
  We will also note that a ***** members travel schedule also delayed things, as they were out of town from **** through 3.4.We met with the ***** the week that individual returned to address these issues. We committed in that meeting to gathering repair bids, which we did,and which the ***** have, any which are they key to repairs. We moved with urgency for the exact reasons listed here.

  
  In short, CAP Management has given the Renaissance all the tools it needs to repair this project, and the Renaissance is considering what to do. The individual submitting this report should speak with the ***** at the Renaissance, who have the only authority to make progress.

  
  It is true that we have notified the association of our intention to no longer work together, quite honestly due to the difficulty in working together. We are however willing to get this repair project off the ground on the ***s behalf. All the *** needs to do is approve the project and work can begin.

  Respectfully,

  ************************* CEO

  CAP Management
  

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  CAP was the *** mgt company for Meadow Creek Patio Homes, where I own. They were responsible for our administration and maintaining our contracts and insurances. Due to gross mismanagement and poor accounting practices, they let our master flood insurance policy lapse for 2+ months. I was charged $320.93 by US Bank, my mortgage lender, for insurance they provided during the lapse in coverage. As you can see in the attached email thread, I wrote to the President of the company, as well as the Director of Owner Relations, and the Office Manager. I was harmed by their mismanagement and expected to be reimbursed $320.93. I never received a response from any of them. My *** has moved on to a new company, but CAP Management is still accountable for the consequence of their mismanagement. I have also attached the original email thread from the beginning of this issue and the acknowledgement from the CAP Management employee who served as our community property manager, that indeed there was a lapse in coverage.

  

  Business response

  02/20/2023

  When this policy was renewed, there was a shortage of funds in the HOAs bank account and the check bounced.  The reason the check bounced was because of a timing issue.  *************** paid by all homeowners do not automatically come in on the first of the month, but the insurance company pulled the money before everyone's dues had been paid. 

  Once we were informed of the bounced check, we had to re-apply for insurance.  Unfortuantately, HOAs are not cash rich, and do not always have funds for all of their expenses immediately available.  This is what happened here.

   

  Respectfully,

   

  *************************,

  CAP Management
  

  Customer response

  02/20/2023

   
  Complaint: 19425557
  
  I am rejecting this response because:

  According to your website, the services you provide as a management company, include, but are not limited to: drafting the budget and performing monthly collections and deposits of *** fees,  contract management (gathering of bids and proposals) and maintenance of *** Insurance. 

  As the *** management company, you should not have issued a check for funds that were not readily available.  I believe that to be illegal. A monthly budget analysis, and true contract management, would have shown that there could have been a shortfall for the insurance payment.  If that were the case, there were other options available, such as borrowing the funds from the reserve account.  There should not have been a lapse in a critical *************** policy. 

  We were without the required *************** for more than 2 months.  From what I have observed, I believe this fell through the cracks due to gross negligence and mismanagement by your company.  

  I have been harmed by your company, and reject your response.   I should not be penalized for your company's mismanagement. I wish to pursue being reimbursed per my original complaint. 

   

  I served on the *** Board as a member and as a president for several years.  
  
  Sincerely,
  
  ****************************************

  

  Business response

  02/27/2023

  *****,

  We are not issuing a refund because the *** did not have the money to pay the bill, and we cannot and do not front money to our ***s.  That is why the insurance was cancelled.  You should follow up with your *** Board.

   

  Respectfully,

   

  *************************, CEO

  CAP Management
  

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trim/molding around windows on my property is in need of repair and replacement. I placed a service request with the HOA (Cap Management). Cap Management has put off the repair of my property because of money not being allocated for such repairs. They repaired other home owners properties for similar repairs this year. However, they refuse to repair my property. I pay my month dues and no where is it mentioned in the HOA rules that my property suffers further damage because the HOA lacks funds. I am paying HOA dues and I am not being covered for repairs to my property. That is not consistent the the HOA guidelines.

  

  Business response

  08/30/2022

  Hello Mr. *********,

  This requests, and the other 4 work order requests you sent are, in our opinion, all reasonable and proper requests.  Something got lost in translation.  It is not that your HOA has expended it's budget for the year for siding repairs.  It is that the HOA is holding all siding repair requests until there are 10 or more to have a contractor do them all at once.  The HOA gets 10 requests about every 4 months, for the last 5 years or more.  This will be completed by the end of the year, probably sooner.  The HOA does not have a contractor who will do one-off repairs, they will only do them in bulk.

  CAP Management is not the decision maker here.  You elected a Board of Directors to carry out your wishes.  Please attend the next Board Meeting to voice your opinion.  This complaint is really against the HOA and not CAP Management because we cannot act without the HOA's approval, waiting to do repairs in bulk is the HOAs policy, and we must follow that.

   

  Respectfully,

   

  Chris C******, President

  CAP Management
  

  Customer response

  09/02/2022

  
  Complaint: ********
  
  I am rejecting this response because: The response from the CAP management agent is stated below:

  Gwen's response:

  "@Heartbeat.Division The window trim will need to be added to the spreadsheet of outstanding window trim repairs at L@CC. The Association has already exhausted its budgeted funds on these repairs for the year. The beehive reported will need to get on the work order that we are using to compile all of these. Thanks!" 

  My response:

  Gwen,
  Is this the official response for my request to repair the window trim? Can you provide the Hoa service agreement paragraph that supports your rational for delaying the repair for the window trim because of budgetary constraints?
  

  Gwen's response:

  Absolutely I understand your frustration.
  But I cannot answer your question, this is something that you will need to address at the next board meeting.
  The board of directors tell us how they want to budget monies and which invoices to approve, not the other way around.
  The next year’s budget meeting starts in October/November, attend the meetings so your voice is heard. 

  As you can see, the agent indicated "The Association has already exhausted its budgeted funds on these type of repairs for the year." 

  The second response indicates that I must make a verbal appearance to voice my concerns about a repair that should not require my physical presence. I am not paying HOA fees to be told that I must advocate for a customary repair that has been completed for other home owners. I included photos of the damage as requested by CAP Management when submitting requests for repairs.  I reported a security light being inoperable in the pool area last week and that did not require my presence to communicate the issue.  However, when it comes to issues that are related to my personal home, I should not be required to attend a HOA meeting to correct the issue.  I pay monthly fees to ensure matters such as these to be corrected.  The documentation submitted is in accordance with HOA and CAP Management documented guidelines.  Adding an additional burden that I attend a meeting to voice my concerns regarding damage to my property is harassment.  The agent, as noted below, cataloged my response to her inquiry as "frustrated" is attempting to paint me in a negative light because I asked for documentation clarifying HOA policy.

  This type of conduct has occurred with Chris S***** and Ms. J****** in the  past.  In that event, they utilized the same approach of harassment ( trumped up repairs, curtain replacements, and window treatments when I first purchased the home that was inspected and approved by the Veterans Administration) .  The homeowners, and those on the HOA board, did not want me to purchase the home that I currently own. These types of actions (extra barriers and requirements) are part of the same pattern and practice. I do not believe anything "has been lost in translation". I believe the actions of Mrs. J******, Chris S*****, the HOA, and Gwen are part of a pattern and practice. 

   

  
  Sincerely,
  
  ****** *********

  Customer response

  03/13/2023

  Cap Management is the manager of the *** where I reside. I have placed several requests for repairs to my home. The primary issue of replacing window trim for my property has not been addressed or fixed by Cap Managment. The issue was reported previously, with the most recent request occurring 8 months ago. I was informed by *********************** that the issue would be resolved by November or December of 2022. However, that has not occurred. Other properties with the same issue that occurred after I requested service for the same issues, has been resolved. I was informed by *********************** that their issues were more pressing than my request. However, that is not the basis for making repairs per the *** policy. Issues that are presented for resolution are based on a first come first serve basis. The model put forth by *********************** indicates my requests will never be honored or repaired because other homeowners' requests take precedence. The monthly fee I pay for service demands that issues, that are valid, reasonable, and within the guidelines of the *** policy should be honored. Repairs that are presented for resolution should be treated and processed the same for ALL homeowners. Statements that are provided as a solution timeframe should be honored.

  

  Business response

  03/15/2023

  ******,

  When you filed your complaint last summer we told you that we were holding all repair issues until we could do a batch at once.  As the owner of the company, I am the one that removed your work order request from the system to respond to your complaint and it is my fault, not my staff, that your window was not included.

   

  I believe Advanced Exteriors contracted you last Friday to get this fixed.  They are in the process of finishing up new roofs for the community.  Did they contact you?  Did they schedule a time?

   

  As I'm sure you know there are hundreds if not a thousand windows all with your same issue.  I apologize it did not get taken care of with the other 8 that were done.  We are slowing working through the list, but we are not the decision makers, the ***** of ********* you elected make the decisions and we carry them out.  At this time the ***** does not want to raise dues or special assess to cover the cost of this work for the entire community - just 8 windows.

   

  Let me know when Advanced Exteriors has completed the job.

   

  *************************, CEO

  CAP Management

  Customer response

  04/10/2023

  Hi, 

  *************** to the content noted in the Cap Management case above. Please forgive my delay in responding. 

   

  The repairs were made but no one contacted me at all. The responsibility for making the repairs is that of both entities. The continued delays in completing my requests for service is troubling on many levels. The problems I have faced as a homeowner from the Hoa and executed by Cap Management is very concerning to me. The idea of placing the increase of Hoa fee's on my shoulders because you failed to insure requests for service detailed in your management system is unconscionable. You admit that your organization and the hoa intentionally failed to honor repair requests. However, you fail to detail the extreme difficulties I have had in the past due to the documented issues presented by Cap Management on behalf of the hoa regarding demands for repairs on my home that were unfounded. I believe their is a pattern that has been used specifically for me. I believe this issue is consistent with the case in ****************. In that matter,  a Combat Veteran and African American is being targeted because they merely decided to purchase a home in largely Caucasian community. The model you and the *** are employing is the same based on your patterns. 

   

  I still have outstanding service requests that you and the Hoa have not addressed. Like the trim repairs, you closed those requests and ignored them without adhering to the *** guidelines. 

   

  ***************************;

  

  Business response

  04/17/2023

  Please let me respond line by line:

  Cap Management is the manager of the *** where I reside. True

  I have placed several requests for repairs to my home.We have received your requests and let you know that the ***** is holding repairs to do a number of them at once.  All units need window repairs, since there are over 300 units they will not all be done at once.  The *** only has money for **** repairs per year.
  

  The primary issue of replacing window trim for my property has not been addressed or fixed by Cap Management.  Your window screen was fixed, my property manager will be there tomorrow to look at all your windows.  Was there one in particular you are concerned with.

  The issue was reported previously, with the most recent request occurring 8 months ago.  We did receive your request and we told you at the time that window requests were being held until we had about 8 to make it worth the time of a contractor to come out and that would occure at the end of year 2022.

  I was informed by *********************** that the issue would be resolved by November or December of 2022. Correct. I as the owner of the company made a mistake when you filed your last complaint, and pulled your work order to investigate and did not get it back in the queue.  That is on me, not my staff.

  Other properties with the same issue that occurred after I requested service for the same issues, has been resolved. I was informed by *********************** that their issues were more pressing than my request.  True, not more pressing, more serious issues.

  However, that is not the basis for making repairs per the *** policy.  This is the course the ***** of ********* you and your neighbors elected chose to take.  Your best bet would be to attend a ***** Meeting and speak to them personally as they are the decision makers, CAP follows through on the *****'s Orders of the Day.

  Issues that are presented for resolution are based on a first come first serve basis. Not so, they are based on a severity issue, not first come first served.

  The model put forth by *********************** indicates my requests will never be honored or repaired because other homeowners' requests take precedence.  Not true and a vendor has already fixed your window screen and we are attempting to get someone to fix the window trim.  There is a serious labor shortage in this country.  Not an excuse, a fact.

  The monthly fee I pay for service demands that issues, that are valid, reasonable, and within the guidelines of the *** policy should be honored.  Agreed

  Repairs that are presented for resolution should be treated and processed the same for ALL homeowners. Agreed

  Statements that are provided as a solution timeframe should be honored.I have to take responsibility for my error pulling your work order out of the queue and not getting it back in. I cannot take responsibility for the labor shortage in this country.
  

   

  Respectfully

   

  *************************, CEO

  CAP Management

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