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:08/14/2024

  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.

  On May 17th my brand new vehicle got damaged from the gate at the community. The security gates are always malfunctioning. I went through the residents side of the gate and the second arm didn't open so I had to reverse to re enter and that is when the arm came down on my car and scratched my car. I complained to the **** they reviewed the camera, we spoke to the gate company, everyone tried to blame me and nobody took blame. They said the gate malfunctioned. I want my car fixed, I emailed an estimate of damages and no response. I think they should pay for the damages that their gate did to my car, it was clearly not my fault in the video they have.

  Business Response

  Date: 08/18/2024

  Hello

  Thank you for reaching out. This matter was resolved months ago when you met with the assistant manager and reviewed the video. Our property manager and customer relations manager also spoke with you.

  It is clear that your car at your direction backs up into the gate. There is no doubt the trap system may have failed, but at no time should you have driven your car into the equipment of the association. The management company does not own the gate, they are the association property. If you ever see this happen, call FSM the 24/7 management emergency for any assistance.

  Thank you for reaching out on this again and hopefully you have a better understanding.

  Florida Skyline Management

  Customer Relations

   

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22142250
  
  I am rejecting this response because:
  This was not resolved. If it is so clear that you think I hit the gate then post the video and show BBB.  It clearly shows the gate coming down on my car, hence the scratches on the top of my car like the pictures i provided. Or else i would have had scratches on the back of my car. It is a brand new car, i would have never just randomly hit your gate, i have lived there for years!!!!

  whoever owns the gate is responsible for the damages it causes when it malfunctions. This is crazy!

  This is not the first time it has hit my car either! The gate hit my car a month before this too , on the front ! I have lived here for years and this has never been an issue until now. I will not back down and my scratches are fixed.
  Sincerely,
  
  *************************

  Business Response

  Date: 08/28/2024

  Hello

  The property manager and the executive have offered you multiple meetings to review the cameras and discuss.

  The assistant manager also met with you and reviewed the video.

  The association counseled you on how to handle this matter should it happened again. If still need a meeting, please contact the association manager, *****

  Thanks

  Florida Skyline Management

  Customer Relations

   

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22142250
  
  I am rejecting this response because:
  
  Hi,

  i do not need to see the video again, i know what happened. They told me how to handle this matter after the gate hit my car twice. I understand to call the 24 hr hotline next time, which there shouldnt be a next time. But how are you going to fix the damages that already happened?!

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

• Initial Complaint

  Date:08/08/2024

  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 own a property in **********, Florida, which was rented to a family in 2022. At that time, I sent $2,000.00 in money orders for an escrow account along with the tenants application to Qualify Management Group, who was the property manager then. I have retained the receipt from the money orders and forms from Qualify Management Group confirming the propertys approval for rent.Florida Skyline Property Management has since taken over management. As I prepare to rent my property to a new tenant, I was informed by the current property management that my property was not listed as an approved rental at the time of transfer. This is clearly a mistake, as I have documents proving the propertys prior approval.Despite providing all the information I could retain, Florida Skyline Property Management is now asking for a document tracing the money orders information, which was kept by the previous management company. I have no control over this documentation, and retrieving it would require me to contact the money order provider, pay a service fee, and wait up to 30 days.This delay is putting me at risk of losing a signed lease contract with my new tenant. The current situation is a direct result of improper record keeping and mismanagement by Qualify Management Group and Florida Skyline Property Management.I urge the BBB to assist in resolving this issue promptly, ensuring that I am not unfairly penalized by having to double pay this ammount and have them reconsider the proof I have submitted, due to the property management companies failure to maintain proper records.

  Business Response

  Date: 08/08/2024

  Thank you for the information regarding your concerns on this matter. Unfortunate, the information provided is false and was not even actually written by the owner, but the real estate agent that is concerned merely about a commission. At no time did the licensed broker ever contact the ********** for an inquiry on this matter. Please see the supporting details below:

  1. At no time is there anything in writing or verbally that said the tenant application was not being considered. In fact, there is a written letter I sent to the *** asking them to allow us to process the tenant application while this matter is reviewed.

  2. The fact is the address is not listed on the former management escrow turnover list of homes with deposits. FSM cannot and will not be held liable for anything from previous management.

  3. The money order stubs provided to FSM do indicate that a purchase was made, but it does not prove payment to the **** A simple request to the institution was suggestion to get the front and back copy of the instrument so the *** can review and recognize the funds went to the *** account. All this research will take time, and we understand which is why the appeal was made to allow the application to move forward with processing.

  4. We respectfully dispute the claim that FSM should pay the owner the $2,000. There is no grounds or support for that request

  5. We respectfully dispute any improper record keeping at FSM. In fact, the *** has commended us on a great job of improving the *** records

  6. The *** has advised us the complainant said it was not him that filed the complaint but rather his agent and this complaint was wrong and would be withdrawn. We look forward to that happening so we can continue the business the hard work of managing the community.

   

   

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22110932
  
  Thank you for your prompt response. I appreciate the detailed explanation provided but must respectfully refuse some comments in the businesss answer. As I have expressed myself, Im willing to close this claim upon having my escrow account  restored to good standing. However, I am concerned by the assertion that my documentation is false. The documents were provided with full transparency and are accurate.
  I am also troubled by the claim that the complaint was not filed by me, the owner. This statement is unfounded and requires clarification on how it is justified.
  
  1. Tenant Application Processing: I appreciate the effort to resolve this. I spoke with one member of the board, who mentioned this matter would be discussed  further with the ***. 
  2. Escrow and Payment Verification:  I appreciate you inform that you have submitted a request to the *** to allow processing of my new tenant to go through while this deposit issue is sorted out.
  4. Liability and Financial Responsibility: I respect FSM's position on liability. My main concern is the restoration of my escrow account to good standing. The payment was made, and while the deposit location may be under scrutiny, managing these accounts is beyond my control. The evidence provided, including the fact that tenants have being approved by the ****  occupied my property for two years and completed all necessary documentation, including registering their vehicle license plates, demonstrates that my claim over my escrow account status  is valid. It seems unfair to require me to prove this payment now, particularly as this issue stems from transitions between management companies. I am seeking a fair resolution to ensure that my escrow account is properly restored.
  5. Record Keeping and Management: I acknowledge the efforts from FSM in improving *** records. However, I am concerned about the unknown status of my escrow account. I am confident that FSM will be able to resolve this issue and restore my escrow account to its proper status without any further financial detriment.
  6. Moving Forward: Please be assured that this complaint was indeed filed by me, the homeowner, and all communications, including the phone call placed  with the BBB office, have been handled directly by me. I am fully committed to resolving this issue and appreciate your attention to the matter. I am grateful for your efforts in working with the *** by forwarding my case  for further discussion. I hope that my escrow account can be restored to good standing, as I have provided substantial proof and information to support my claim.
  I look forward to your continued cooperation and a satisfactory resolution.
  
  Sincerely,
  
  *******************;

  Business Response

  Date: 08/16/2024

  Hello again!

  We appreciate your confirmation that the claim on your end is closed and you have no issue with FSM as we are only doing our job.

  Once the documents are submitted on your end we hope to help resolve this matter. Thank you for clarifying on the claim as we were told you mentioned to the *** that you did not file the claim the agent did, so if we got bad verbal information, we apologize.

  At this point we are just waiting on you as nothing further can be done until we get the documents.

  Glad we can help!

  *****, Property Manager

• Initial Complaint

  Date:09/16/2023

  Type:Delivery 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.

  Upon moving into the home I had an agreement to plant new trees in the front yard since the previous owner had them removed without permission. I moved in December 23rd (hectic to say the least) from out of state. I believe the original agreement was 45days for a plan to be in place regarding the tree planting. My husband and I, at the time, had a 5 yr old 2yr old and were expecting twins. I received an extension from my HOA for the tree since the twins were due in February. In the meantime, however, I was already working with a landscaper and had picked a tree. There was a back order of trees and I was told it would be planted as soon as possible.On 2/22/23 I received an email from ***** at Florida Skyline Management company in which she had ccd my realtor, my title company and members of my neighborhood HOA. In said email she stated my husband had, and I quote, moved on and is no longer living there and that *********************** was not aware of the agreements made. Not only is non of this true but my husband is a well respected surgeon whose reputation was being slandered. We were appalled by the degree of unprofessionalism and harassment of personal information (untrue information) being used as a threat to complete the tree planting. My husband and I strongly defended our family, our right to privacy and since have been harassed over and over by the management company for any and every little reason possible.Our twins were born 2/27/2023 the same week I was receiving emails like the one referenced above along with several others threatening legal action against us over. a. tree. I had a baby in the ***** one discharged and two toddlers, all of which I explained. More importantly I had already paid for and ordered the tree but it was not able to be planted until it was available. The harassment has not stopped and I believe is personal, at this point, due to their horrific behavior back in February.

  Business Response

  Date: 09/17/2023

  Greetings from Florida Skyline Management

  Thank you very much for your feedback with Florida Skyline Management. We welcome your family concerns that are raised with the company. Please accept our sincere thoughts and prayers and hope that this letter finds your family well, healthy and enjoying your new home. FSM manages several thousands of homes and the safety and happiness of our residents is a priority.

  First, we always take the high road and will address the items related to your concerns. Despite the verbal abuse on the phone, the slander remarks, the threats of litigation, we still continue to bend over backwards to help you and your family with the community with fast professional and quality management services. We can assure that you we have no targets toward you and your family. The *** records show there are hundreds of letters, emails, reminders for owners that at one point violate the community *** handbook.

  Specific to your claims, attached is the letter that you signed. There is nothing that can dispute you failed to live up to the agreement. There was not clause in the letter for additional hardship requests only that you on your own submitted voluntarily that letter with your word and agreement, your word is all you have as our office never gave you an extension and you went to the volunteers directly only after the *** manager did her job to follow up on the default which we are just doing our job.

  In addition, customer relations job is to respond and notify owners who leave debris on the ground and cause violations. The *** landscapers disputed your claim the debris belong to them and why did you not contact us immediately if the *** landscapers left debris at the home. Your own compliant and picture shows the debris in front of your home.

  Next, you made a change to your home mailbox with *** approval through the *** committee. You are aware of that rule and signed that you agree to all community rules. You can see the attached that you agreed to sign. The *** is just asking that you restore the mailbox to the original matching consistent post in the community. If you need help with that process, *****, will be happy to assist.

  In summary, despite that fact that you called and told the staff you are surgeons and no time to be bothered by lowly management staff, we will overlook as we understand your stress levels are high moving, having children and successful positions. Our entire team only wish you and your family the best and we appreciate if you can follow the *** rules and protocol. Despite your claims and comments, the *** manager, *****, is committed to continue to service you and your family with *** needs as she always had whether you needed training on the call box system, waiving collection fees for the account when it was not paid etc.

  We consider the BBB complaint closed and we will not respond further. We thank you for your feedback and hope you can mend the relationship with the *** manager who has successfully managed the community for over 6 years.

  Thank you

  Florida Skyline Management

  Customer Relations

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20614189
  
  I am rejecting this response because:
  This entire response is a alarming summary of how unprofessional this company continues to operate. The condescending tone, extreme lengths to defend disgusting statements made regarding our family and overall inability to accept any form of poorly displayed management skills is highly alarming.

  I have personally spoken with the landscaper whose trimmings where placed there until he had them removed the next morning. I am not a landscaper. I did not have multiple large bags of tree trimmings that I then put in my yard. To assume so is a new level of ignorance and a prime example of the harassment we receive from this office.

  We have the letter and received an extension regarding the tree. The tree itself was also not available or able to be planted for several months per **** Landscaping. What is the issue with your lack of understanding regarding this? Furthermore, the slanderous comments made about our family seem to be something you stand proudly by. Once again, highly alarming. 

  There is obviously a huge lack of training, knowledge and overall understanding of how individuals should be spoken to. Your continued lack of respect and condescending attitude/comments are always noted. 
  Continuing to proudly standby false statements of a father leaving his family will only make us pursue this further. You are a property management company. You have zero bounds to ever contact a resident regarding their personal family matters. Especially when said matters are untrue and harmful. 
  Please seek help, training and counseling in regards to your actions, statements and lack of accountability. 

  Praying for you always. 

  
  Sincerely,
  
  ******* & ***********************

  Business Response

  Date: 09/18/2023

  Our office has no further issue or comment on this matter other than below.

  We were provided information that *********** was no longer a part of the transaction. It turned out to be wrong information or was mis communicated to us. Nonetheless, both Dr and ************ are residents in the community and we are happy to work with this family at the community.

  We have addressed all other matters and unsure what else the Horn Family is asking of the *** or Management

  Thank you

  Florida Skyline Management

  Customer Relations

   

  Business Response

  Date: 09/18/2023

  Our office has no further issue or comment on this matter other than below.
  
  We were provided information that *********** was no longer a part of the transaction. It turned out to be wrong information or was mis communicated to us. Nonetheless, both Dr and ************ are residents in the community and we are happy to work with this family at the community.
  
  We have addressed all other matters and unsure what else the Horn Family is asking of the *** or Management
  
  Thank you
  
  Florida Skyline Management
  
  Customer Relations

• Initial Complaint

  Date:06/09/2023

  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.

  As a homeowner of the unit at ****** Community in **********, Florida, I made a request to review my community's financial records for the past couple of years. I was advised that approximately two-million-dollar loan was borrowed from the bank for the units' roof repairs. Roof repairs were negligently installed and not fully completed. I was looking to see how the two-million-dollar loan was spent by reviewing my community's financial records. The managing company provided partial financial records which didn't indicate the spending of the bank loan such as receipts, billing ledgers, billing statements, work permits, work contracts, and etc. Furthermore, moving forward, the managing company raised the *************** and changed our dues from monthly to quarterly payments in order to get even more money from the homeowners without homeowners' approval by tricking people to vote in-person at the local library. I want to point out that not everyone can vote in person. We, the homeowners from ****** community recently collected 90 signatures out of 120 units from the homeowners voting against the quarterly payments but were told that petition was not admissible. Please help us to get justice!

  Business Response

  Date: 06/24/2023

  Hello

  Thanks for reaching out. We have reviewed the *** manager notes who is off, but it shows the community manager has been in touch with you quite a bit and you cancelled a few meetings for inspections of the records.

  All the financial records that we have from the previous manager is available. The *** Auditor is also reviewing the records for the report. *********************** is the independent auditor hired by the ***, once we get his reports, they will also be available for any inspection.

  The claim that the management changed the dues from quarterly to monthly is slander. Your recorded *** documents say the dues are quarterly and this was verified by the two association attorneys. Our company has no authority to change any policy, all *** must follow the recorded association documents. In addition, proxies were sent out and no one was tricked. You can send in your vote by US mail, email, fax or drop off at the meeting. Please advise why you would make such an outrageous claim or lie about your manager?

  Please kindly help us by getting the signatures on the correct form as nothing was submitted to our office with 90 signatures, but management has been hosting zooms, mailings, meetings and calling residents to help them fill out the ballot/proxy for the dues to go to monthly. We 100% support that idea for your community.

  Thank you for reaching out through the BBB and if we can ever help in any way, let us know.

  Florida Skyline Management

  Customer Relations