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:08/08/2024

  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.

  I am having issues with the management of ********************. My "FRONTSTEPS" account has been suspended and the property management has still not been able to fix it after 3 days. This is apparently the only way to know about upcoming testing that is disruptive. All residents are supposed to be told of upcoming fire alarm in advance and frontsteps is apparently the only way to get it. There are people in the building who are complaining because they were never told (assuming they don't even know they need to use frontsteps as i didn't either when i moved in). Not alerting residents can pose a serious problem in the event there is an actual emergency. There are also dying smoke detectors in the building(from im assuming empty units) that are continuously beepingthroughout the day and night, needing battery replacement. While some residents may not be affected by it, others can no sleep or have to deal with other issues preventing them from being able to live in a quiet environment that we are entitled too. It would be appreciated that while my individual concerns are addressed, a building wide communication is also made about A) requiring frontsteps for receiving communications and ensuring all active residents are signed up or another method of communication is created B) ensuring all residents ensure their individual devices are in proper order (and the building can assist if needed) C) Updates on additional services that we are promised yet still have not gotten in over a year including the clubhouse (and explain why it's an additional fee and not already included in the ***** parking and address the issues with the business tenants who ignore "curfew" and use of parking in emergency spaces.

  Business Response

  Date: 09/04/2024

  Good afternoon; 

  The account on frontsteps has been created already. 

   

• Initial Complaint

  Date:07/10/2024

  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.

  The property manager refuses to give me my security deposit back after no claims were made to it. They have simply made the process to get it back impossible. Even misplacing the money order that was given to them.

  Business Response

  Date: 08/05/2024

  Good afternoon; 

  Dear resident, our contract does not cover this process that you need, we will help you by contacting the community accountant's office and the Board of Directors in order to expedite the process.

• Initial Complaint

  Date:06/27/2024

  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 reported three large potholes in front of my house that are creating a safety risk to everyone walking through the area. The holes keep growing and filling with garbage and rain water and nothing has been done from them or the members of the board. They have not responded with a resolution. I would not recommend this company to any condo association to hire and for anyone experiencing issues with this company to report it to the ****************** of ************ and Business Regulation (DBPR).

  Business Response

  Date: 07/09/2024

  Dear Homeowner:
  
  First, we want to make sure that you understand that the ***** of ********* and the management company are different groups of people. The ***** of ********* is made up of a group of owners who offer their services to the community free of charge to take care of the interests of all the owners and the administrative company is hired to provide a service.
  
  We have been reviewing your case and the administration notified the ***** of ********* months ago about your request and need for the common areas. The ***** of ********* is in the process of finding the best asphalt company that can accommodate the budget that the Association has. We hope this issue is resolved soon.

  Customer Answer

  Date: 07/24/2024

   
  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:04/11/2024

  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.

  After legally changing my name due to marriage, I have contacted this company via email more than five times since November 2021 and have asked them to please update my name and email address. Documentation has been provided in at least two attempts. They have refused to acknowledge my request. I find it rude, disrespectful, and unprofessional. (Which has been my previous interaction with them.)I included a screenshot of them referring to me by the incorrect name, as of 4/11/24, in this complaint.

  Business Response

  Date: 04/15/2024

  Dear ****************
  
  We confirm that your name has been updated. Please understand that this type of changes takes time to confirm information. We apologize for the inconvenience.
  
  *************************
  Co-Founder-CFO-CAML

  Customer Answer

  Date: 04/16/2024

   
  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.
  

  The reason for reaching out to BBB, was largely in part due to no acknowledgement of my requests, combined with no indicated action. 
  

  Thank you for updating the name and email address appropriately so that I may be accurately informed of community issues that I might need to know. 
  
  Sincerely,
  
  ***********************
  

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

• Initial Complaint

  Date:03/29/2024

  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.

  I am writing to you today as a concerned landlord from Tropical Manor Condominiums which is managed by Renovations Property Management. I received in the mail yet another notice advising me of the increase to the association fee, this time due to new insurance premium. Heres a quick recap on the association fees paid for the past 6 years or so. In 2018 we were paying $156.24. Then from 2019 to 2021 we paid a fixed amount of $167 monthly. In 2022 the fee was increased to $192, and in 2023 we started making payments of $234.60 but then we were increased again during the same year to $254. In 2024 we started with a new rate of $300 and now we are being told it needs to increase again to $319. This doesnt make any sense to me. *************************** is a small apartment complex of just 80 units. It doesnt have security, or a pool, or a tennis court, or a gym. There are barely any green areas to maintain or do lawn maintenance on. I was reviewing again the budget for the 2024 calendar year and there are some amounts listed there that are questionable, such as: telephone, tree maintenance, grounds maintenance, janitorial and maintenance supplies, lawn maintenance & landscaping, & janitorial services. *** owned a unit at this Condominium for 20 years and not once has the association had to make any major repairs to: pavement, plumbing, roof so there should be funds in the reserves should there be a need in the future for major repairs or replacements.

  Business Response

  Date: 04/15/2024

  
  Dear ***************
  
  We understand your concerns and regret that the cost of living in our city has increased incredibly in recent years. Every year an updated budget has been presented to the community and every owner who has participated has had the opportunity to exchange ideas with the ***** of ********* and Administration.

  If you have any questions about community expenses, please do not hesitate to contact the Administration to schedule a meeting and review any questions you may have.

  *************************
  Co-Founder-CFO-CAML
  

• Initial Complaint

  Date:09/08/2023

  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 neighborhood utilizes ***** Parking Enforcement system for visitor parking passes. The system has a glitch where it only allows one date to be entered. The management company says the passes should only be used overnight. The system only allows you to enter one date which says the FIRST DATE without the option to enter another date.My fiances car was towed with the parking pass in his car which was dated 9/7/23. That was the first night he began spending the night. The car was towed on 9/8/23 at approximately 2:00 AM. Technically, after midnight it becomes a new day and the night is over. Since the system is unclear and not user friendly, we assumed this was accurate and IT WAS in accordance with the directions. All documents are attached. We were shown video and images of the car being towed with the appropriate parking pass.We spoke to the company that creates the application for the parking pass to explain the glitches, ***** Parking Enforcement. He was rude, didnt listen, and was defensive. He doesnt seem to understand the flaws in the program that would lead to the complications. Provided no help.I talked to the security within the neighborhood, *******************. They agreed that it appeared to be an error and that it was due to the flawed system. I reached out to the management company, Renovations Property Management; I got hung up on multiple times and spent hours trying to find someone to get in contact with. I did finally speak to ***** who is currently looking into the issue, but it needs major escalation.

  Business Response

  Date: 09/08/2023

  Dear *****,
  
  As explained over email, the managed reviewed all the information you sent her, and in the parking application clearly stated : From Date: The from date is the first day you will need the visitor pass for, and if the Rules and Regulations of the community said, that if the car is staying overnight that is after ******************************************************************************************** the property, the date is enter manually so you will need to put the date after 12 midnight which should be the following day if you are requesting it before 12 AM.
  

  Please note that this is a third party vendor hired directly by the Association and that doesn't have a relationship with the management company. The associations has being working with this company for that last 3 or 4 years and we never had an incident like this before. We really sorry that your vehicle got towed, but ultimatly it is each resident responsability to input the information on the system. Any other concern should be address with the vendor directly.

• Initial Complaint

  Date:07/18/2023

  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.

  To whom it may concern;Renovations Property Management is the current property management company specifically for Mandarin ***************. For a long time they have not been operating professionally and lack transparency. Recently they were on the local news by both CBS and Telemundo, regarding horrible HOA practices. The community is outraged and we are desperately seeking for something to be done. Most recently they hiked the association dues twice this year and possibly a third time later on this year. During the meeting to explain the increase when they opened the floor for questions apparently they became frustrated because they were not able to produce the proof for many of the residents concerns. Finally they called the local police and prematurely adjourned the meeting. As a result leaving many residents highly worried and frustrated. Please we as a community urge any help in exposing this company. Thank you

  Business Response

  Date: 08/02/2023

  Thank you for your complaint regarding our performance as the **************** for Mandaring Lakes. We take all feedback and complaints very seriously, since we believe that these are the key to improving the services offer to the resident and the well been of the community as a whole. 

  As we have informed you, this year the ****************** did NOT provide its annual budget before we in the *** prepared,reported and approved the budget for 2023. The ****************** budget was presented to us in February 2023. This budget comes with an increase in the monthly payment and the board sought to cut costs and explore options to avoid having to make an increase, but the reality is that they did not leave us any other alternative than adjusting the 2023 budget so the *** can cover this new expense.
  
  Until December 31, 2022, the monthly payment that the *** was making to the Master was $101,527.66 per month, which among 875 properties is $116.03 per month. Starting on January 1, 2023, the *** payment to the Master was $126,229.44 per month, that is, $144.26 per unit, which represents a deficit of $28.23 per unit for 7 months and the need to collect $67.75 per month per unit to cover the deficit from January to July 2023 and what remains to be paid from August to December 2023.
  
  This situation is uncomfortable for the ***** of ********* and for the administration because we were not able to continue with the agreed budget until December 2023, despite having asked the ****************** on many occasions for its budget with the numbers, the monthly fee that they would charge us, and a copy of the expenses before proceeding with our budget. Both the ***** of *********, the Administration,Renovations Property Management, and the Association's Lawyer, *****************************,tried to investigate and analyze the various possibilities in which the financial problem we were facing could be solved without having to increase our monthly payments so much; but unfortunately, there was no possible way to prevent this impressive financial increase.

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20340784
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/18/2023

  Type:Customer Service 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 have been a member of the ************************ since 2016. Since that time, I've been paying for services through Renovations. In the time I've been here, the monthly HOA has skyrocketed. Most recently, they raised the bill from 284 (which was an increase this new year) to 350, which will be effective in August. The budget provided includes a lot of different items that we are not seeing as a community. For example, we are supposed to have a working gym, which is closed about 50% of the year. The pool maintenance conveniently occurs in the summer EVERY YEAR! The cable and alarm system has not changed since I moved in, but the amount that we as a community pay keeps increasing. The security does not work with the community. Instead, cars are constantly being towed- The security is calling the towing company, sometimes not even putting stickers on the car and definitely NOT giving a 24hr notice. The Renovations management in the community is not helpful. Oftentimes, dismissing concerns.

  Business Response

  Date: 07/18/2023

  Thank you for your feedback. We take all feedback and complaints very seriously, since we believe that these are the key to improving the services offer to the resident and the well been of the community as a whole. With that said, the increase of the budget in your association was not due to changes on the actual *********************** but due to an increase on the monthly fee the Neighborhod pays to the ******************* We can assist you reviewing the changes and providing as much information as you need.

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20337944
  
  I am rejecting this response because the increase is coming only a few months after the January increase. That throws off all budgets and I would like to better understand what that new increase is going towards. I am fully aware the services are not being improved. What is this increase covering exactly  and how are the precious fees being used. The budget that was provided does not add up.

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

  Business Response

  Date: 07/20/2023

  Thank you for your response. The increase on the monthly fee is to pay for the increase on the fee of the ******************* As you may be aware there are 3 associations at Mandarin Lakes. You pay ********************************* and they pay Mandarin Lakes *******************

• Initial Complaint

  Date:07/17/2023

  Type:Sales and Advertising 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.

  Hoa had a budget meeting which they chose to not properly announce and when we assisted with spreading the word, we had a massive turn out, they wouldn't allow us to fully speak and ended the meeting by calling the cops on the homeowners of **************. We wanted answers to why we were having a second increase and a third one later this year. Numbers in the budget do not make sense and the *** renovations isn't being transparent with its homeowners. We are being harassed by towing by the security on Miami dade public roads, visitors are not allowed to park out on the streets or any commercial vehicle doing services at our homes, something needs to be done, we need public officials to review for possible fraud taking place with our money we pay every month

  Business Response

  Date: 07/18/2023

  Thank you for your feedback. We take all feedback and complaints very seriously, since we believe that these are the key to improving the services offer to the resident and the well been of the community as a whole. With that said, we want to clarify that all of your claims are false and totally slander. You are making serious general false accusations via the usage of words such  as Harassment without supporting documentation of all of these slander accusations which represent a serious defamation of our company and our reputation. Our company, nor does the Association operates in the express manner you are assuming, nor is anything you are saying in this complaint true.
  
  Trying to understand your accusation of harassment without detailing  of the accused action you are making assumptions without support. 

  With regards of the financials you would have received constant correspondence via  regular mail and emails,  keeping you abreast of all of the financial changes and increases specially those cause by the Insurance crisis faced nationwide.  No increases to the association monthly assessment are made without informing all owners. No special assessments nor any modification to the Budget are implemented without advance notification to all owners, which is why attendance of all meeting are crucial to be directly informed of activities and plans in the community. As a managing company, we do not make decision for the Association; but we execute what the ***** of ********* approves within in the scope of the stablished Bylaws of the Association and governmental statutes. 

  Customer Answer

  Date: 07/18/2023

   
  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:07/17/2023

  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.

  Renovations a property management company that manages our community, ************** Neighborhood HOA has been working in bad faith against the homeowners of this community. They indiscriminately have our cars towed, without respecting the rules. They take decisions autocratically and change regulations without respecting the bylaws. They prepare a budget and inflate cost so to have the board agree to an increase in association fees without transparent justification. Overall they operate against the well fare of the homeowners of Mandarin Lakes. A lawsuit if Ive million dollars was won against the developer *************** for lack of parking spaces allocated to the community. No rectification was done to create more parkings and no information in where the money went. So many other thefts and abuses are being documented.

  Business Response

  Date: 07/18/2023

  Thank you for your feedback. We take all feedback and complaints very seriously, since we believe that these are the key to improving the services offer to the resident and the well been of the community as a whole. With that said, we want to clarify that all of your claims are false and totally slander. You are making serious general false accusations via the usage of words such  as Discrimination without supporting documentation of all of these slander accusations which represent a serious defamation of our company and our reputation. Our company, nor does the Association operates in the express manner you are assuming, nor is anything you are saying in this complaint true. The increase on the budget was notified following ******* Statute 720 and the Association Declaration, the reason of the increase was because the ****************** increase their fee.

  Customer Answer

  Date: 07/18/2023

   
  Complaint: 20335870
  
  I am rejecting this response because:

  1- Renovations property management seldom offers property owners information transparently about decisions they have taken that adversely affect us.

  2-With regards to the exaggerated increase in association fees, they claim  as justification that it is to moneys owed to the master association ( whatever that means?). When the master association was contacted by concerned homeowners, their response was that they dont understand why Renovations property management is using their name to justify said increase. This response from the master association is in direct contradiction with Renovationss justification.
  There are so many more abuses and inconsistencies with Renovations that the list goes onSo much so, homeowners have organized to vote them out and calling for an audit to know where all the moneys paid to the association went. They certainly werent to improve our community!

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

  Business Response

  Date: 07/26/2023

  Thank you for your response.

  As we have informed you, this year the ****************** did NOT provide its annual budget before we in the *** prepared,reported and approved the budget for 2023. The ****************** budget was presented to us in February 2023. This budget comes with an increase in the monthly payment and the board sought to cut costs and explore options to avoid having to make an increase, but the reality is that they did not leave us any other alternative than adjusting the 2023 budget so the *** can cover this new expense.
  
  Until December 31, 2022, the monthly payment that the *** was making to the Master was $101,527.66 per month, which among 875 properties is $116.03 per month. Starting on January 1, 2023, the *** payment to the Master was $126,229.44 per month, that is, $144.26 per unit, which represents a deficit of $28.23 per unit for 7 months and the need to collect $67.75 per month per unit to cover the deficit from January to July 2023 and what remains to be paid from August to December 2023.

  This situation is uncomfortable for the ***** of ********* and for the administration because we were not able to continue with the agreed budget until December 2023, despite having asked the ****************** on many occasions for its budget with the numbers, the monthly fee that they would charge us, and a copy of the expenses before proceeding with our budget. Both the ***** of *********, the Administration,Renovations Property Management, and the Association's Lawyer, *****************************,tried to investigate and analyze the various possibilities in which the financial problem we were facing could be solved without having to increase our monthly payments so much; but unfortunately, there was no possible way to prevent this impressive financial increase.