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:02/05/2025

  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.

  I was charged twice for my HOA payments [$1,122 on Dec. 31, 2024 & $1,083 on Jan. 2, 2025] by the GRS Community Management..They send me an email that my refund request have been submitted on Jan. 9, 2025 but as of this date, Feb. 5, 2025 I have NOT receive the said refund..I will appreciate if BBB can help resolve this issue..Looking forward in hearing from you soon...Thank you

  Business Response

  Date: 02/10/2025

  GRSs policy is to hold all refund overpayment requests for approximately 30 days after a refund request is received.  This policy is followed by all associations.  The purpose of this policy is ensure that the owner has not put a stop payment on the funds, and for fraud purposes.  Then after the 30 day waiting period, the refund check request is stored in our online document system for payment approvals by the Board of Directors for your HOA.

  At this time, the property manager is awaiting approval from the Board of Directors.  All check requests require approval from your Board.  That being said, the property manager has been notified of your concern and is expediting obtaining the Board approval.

  Thank you.

• Initial Complaint

  Date:08/26/2024

  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 was notified by the *** Community that on May ******* electricity to my home will be disconnected due to upgrade to the System.On May 17, 2024 I had no electricity from 8am in the morning At 6:30. ************** was restored, however, my Refrigerator stopped working. I called the *** office and spoke with *******, the property manager and informed her of the problem.she told me that its not *** problem and I should get a Technician to look at it, or maybe I need a new Refrigerator. I told her that my Refrigerator has been working.perfectly until the day in question.She came looked at the Fridgerator, nothing was done .She also sent the Maintainance Man to check on the issue. This man has no knowledge of the issue.I finally called the ******************** to come and look at the Refrigerator. I was charged $125 for the visit The Technician informed me that the Fridgerator has an. electrical damage, therefore, he has to replace the parts.He further informed me that he has to order the part and he has no knowledge when it will arrive.I was out of a Fridgerator fo exactly two months .Everything in my Fridgerator was spoiled. On the 17 of July, the Technician replace the part. On the 22nd of August. 2024 there was a Thunder Storm which knocked out the Fridgerator, Stove and Television. I sent an email to the proprty manager to informed her of the issue. I did not recieved a reply. I also spoke with a representative at ***,who informed me that there is an issue with the connection to my home which *** need to fix.presently ,I am without the use of a Refrigerator. This morning a Technician from ********** came to evaluate the the damage. He informed me it was an electrical damage and he has to change the parts. not until the electrical issue is address,this problem will continue to occurred. I would like BBB to assist me in bringing a resolution to this issue. I was out

  Business Response

  Date: 09/03/2024

  ****************** was engaged recently regarding this homeowner's appliance. 

  Previously on 5/21/24, they commented that if it's a standard refrigerator/freezer unit where same cord is shared and the freezer part is working, then the issue is with the appliance itself.  

  Please see attached invoice from ******************, dated 9/3/24, stating the issue appears to be with the refrigerator.

  Thank you.

  Customer Answer

  Date: 10/24/2024

  I apologized for my late response. I had a tragic Death in myffamily that distracted me. 

  On the date stated by ***, that ****************** visited my home, the problem was already taken care of by Brandsmart Electrician. I sent the payment voucher from the Company with the payment attached and until today no one responded to me. 

  Secondly, ever since I filed this complaint I have been Harassed and intimidated. 

  On September 02, I recieved a letter from a lawyer by the name of  ************ that I owed GRS over $3,000,dated back to Feburary 2023. I was shocked. No one ever informed me at anytime the my payments were late. I always paid my HOA Fee on time.,if my payment is late I always include my late fees. Mr. ************ also reminded me that i have to pay interest and Lawyer Fee separate from what I owed. 

  Thirdly, I paid my HOA Fee going three weeks and it was not Debited to my Account as of today. They hold on to my payments so I can be charged late Fee. 

  Fourthly, I made my  payment to FPL over two weeks ago. It was witheld until two days ago, so I would charged late fee and insufficient Fees. I also, paid my ********************** Bill, over two weeks ago and it's not Debited to my Account. I called on the 10/23/24 and spoke to a representative. She told me that they recieved my payments.. I  asked why is it not credited to my Account, she assured me it would be. Today I checked my Account and realized that it was not debited to my Account. I called ********************** and requested to speak to a supervisor, my request was denied. I was told that someone would contacted me within one to two hours. It's now 6:19 pm and no one has returned my call. 

  I was informed that GRS is associated with ********************** and FPL, therefore, GRS is holding on to my payments. 

  I am in fear of my life. I have put my home up for sale and will be staying with my daughter 

  Business Response

  Date: 10/31/2024

  Since this homeowner is in attorney status for multiple late payments, GRS is unable to communicate further.  All communication must go through the attorneys involved.

  Furthermore, *** is not affiliated with FPL or Hotwire Communications.  GRS Community Management is a third party vendor hired by the Board of Directors for the community.  *** does not make decisions on behalf of the Board of Directors, but rather works at the direction of the Board.

  Customer Answer

  Date: 10/31/2024

  According to this Business response, I am shocked to hear that I have multiple late fees. This was not brought to my attention until  September ********. I recieved a notice hand delivered by the mail man for. my signature. The  contents was a letter from their Lawyer stating that i owed $3,196,66 cents. I was shocked. I was never notified before of these late payments. 

  It is obvious that this is a vendetta against me because I complained to BBB because of the damage to my Refrigerator and the Treatment that I encountered. I have approximately eight emails sent to the Property manager regarding this issue including the invoice from the Brandsmart that the property manager requested. I have never recieve any response from anyone including the property manager. Nn one tried to assist me in any way. This is a made up story by this Company to get back at me. 

  It was not until September after my complaint to BBB and after the  Refrigerator was Fixed a Techician was sent to my home by this company. 

  I made my October payment on the 10th and it was not until October 24th that the Check was Debited to. My Account. I went to the post Office and asked the Supervisor how many days that it takes for my mail takes to be delivered. He told me that the adress is in ***** ,very close, it will only take three business days to be delivered. This company has tried to Sabotage me in every way possible, only because I asked for help. 

  I seek Advise from a Lawyer regarding their harassment. He  is guiding me on the process and is not interested to speak to these people at this time. 

  Customer Answer

  Date: 11/01/2024

  Date Sent: 10/31/2024 1:29:04 PM
  

  According to this Business response, I am shocked to hear that I have multiple late fees. This was not brought to my attention until  September ********. I recieved a notice hand delivered by the mail man for. my signature. The  contents was a letter from their Lawyer stating that i owed $3,196,66 cents. I was shocked. I was never notified before of these late payments. 

  It is obvious that this is a vendetta against me because I complained to BBB because of the damage to my Refrigerator and the Treatment that I encountered. I have approximately eight emails sent to the Property manager regarding this issue including the invoice from the Brandsmart that the property manager requested. I have never recieve any response from anyone including the property manager. Nn one tried to assist me in any way. This is a made up story by this Company to get back at me. 

  It was not until September after my complaint to BBB and after the  Refrigerator was Fixed a Techician was sent to my home by this company. 

  I made my October payment on the 10th and it was not until October 24th that the Check was Debited to. My Account. I went to the post Office and asked the Supervisor how many days that it takes for my mail takes to be delivered. He told me that the adress is in ***** ,very close, it will only take three business days to be delivered. This company has tried to Sabotage me in every way possible, only because I asked for help. 

  I seek Advise from a Lawyer regarding their harassment. He  is guiding me on the process and is not interested to speak to these people at this time. 

  Business Response

  Date: 11/04/2024

  Again, since the resident is in attorney status, GRS Community Management is unable to engage with the resident.  All communication must go through the HOA attorney handling this case.

  Thank you.

  Customer Answer

  Date: 11/05/2024

  My Attorney has no interest at this in communicating with these. I am being ADVISED by A Lawyer on how to handle this matter. According to my Attorney. this is a situation that could have been easily take care of by simple communicating with the residents..These individuals who initiate this case do so out of revenge against the resident for complaining to BBB about their dishonesty and their treatment and Power to Destroy the resident credibility for something that only take professional and respectful **************** Lawyer is advising me how to settle this matter, there will be no contact with this company from my Lawyer. 

  Customer Answer

  Date: 11/05/2024

   

  Date Sent: 11/5/2024 9:55:42 AM
  My Attorney has no interest at this in communicating with these. I am being ADVISED by A Lawyer on how to handle this matter. According to my Attorney. this is a situation that could have been easily take care of by simple communicating with the residents..These individuals who initiate this case do so out of revenge against the resident for complaining to BBB about their dishonesty and their treatment and Power to Destroy the resident credibility for something that only take professional and respectful **************** Lawyer is advising me how to settle this matter, there will be no contact with this company from my Lawyer. 

  
  

• Initial Complaint

  Date:05/04/2024

  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.

  The common grounds in the back have not been maintained for 23 yrs. This has caused the erosion of the common grounds and the water is going down into the patios and ac of the 6+ townhouse units.After having 3 companies look at the problem its not just our units but more than half the development that has this issue.The property manager promised to show us where it is in the hoa documents that it is our responsibility. However now she is saying she is Not.To further complicate the situation the board is refusing to let legal give us an answer.So we have 2 out 3 board members who have been on the board and have been getting away with this for 23 yrs.If its my responsibility I need the legal language because its not there and they are being difficult.They are being cruel by saying my front sprinklers are being fixed. Yet they can not provide a date for the last 7 weeks

  Business Response

  Date: 05/09/2024

  After speaking with the ***** President,  GRS is able to provide an invoice (attached) showing the landscaper has worked on every zone within the irrigation system.  ********* has authorized the landscaping company to look at it again. With regard to the pooling water behind this homeowner's unit, this only happens with an accumulation of rain and is due to the actual pitch of the backyard.  According to the *****, several other homeowners have opted to add gutters in order to redirect the water. 
  
  With respect to the comment regarding the current ***** being in command for so long, this is the result of a lack of other community members running for the ***** and/or being voted in for a ***** position.  GRS does not appoint ***** members, decide what landscaping company to hire, order any work to be completed on the property without ***** permission, or assume responsibility for anything unrelated to our contract with the community.  
  
  Should this homeowner require a copy of the bylaws for the community, it is suggested they obtain one from the ***** of **************** Again, GRS is a vendor hired by the *** to work at the discretion of the *****.  As such, GRS is not authorized to make decisions within a community without the express consent of the ***** of **********

  Customer Answer

  Date: 05/19/2024

   
  Complaint: 21665854
  
  I am rejecting this response because: 

  Thank you for the opportunity to respond to GRS Community Management. Unfortunately, we do not agree with GRS and hope that we can come to an agreement. The *** documents do not state that the common grounds EROSION is the responsibility of the homeowner to maintain. The property manager / ********************* said she would give us the documentation and we have been waiting three months to receive the papers showing this, which they have been unable to supply.  She recently informed me that the board will not allow a legal reply to why it is my responsibility.  
  
   Pertaining to the sprinklers we have yet to have them repaired and it is almost 9 weeks,  although your invoice indicates a date of more than a month ago.  Furthermore, there is no sprinkler repairs being done in the entire community.   Can you kindly supply us with an exact date the sprinklers will be repaired?  
  
  We had several Gutter and Irrigation companies come out to assess the problem.    Regarding adding gutters they all claim that this would contribute to the problem because the pitch erosion is causing the water to go the wrong way and towards the town houses, patios and a/c units.     This is not just my unit this is happening to.  Even people with gutters are experiencing the same thing.  
  
  The sprinkler company you use does not specialize in managing water.  Whereas the ****************** we used are dedicated to developing innovation strategies and solutions to effectively manage water.  They claim the same thing that the common grounds erosion is causing the water to flow towards the patios.  They called the Regional Director / ********************* several times to show her the developments water issue.  However, they never received a call back from *********************.

   

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

  Business Response

  Date: 05/30/2024

  To Whom It May ****************** Regional Director and Property Manager for this community has been in communication via phone with the daughter of *****************************.  Apparently, she is unwilling to accept our response which ultimately directs her attention to working with her board of directors on this issue.  GRS is hired by the board of the directors and supports their decisions.  GRS does not intervene unless given express written authority from the board of directors. The board of directors  mentioned that she has been a difficult homeowner, and therefore, has no desire to pay their attorney to argue with someone who is unreasonable.  GRS has responded to all emails and phone calls; however, GRS cannot make an individual understand a process, make them take responsibility, or make them willing to comply with the *** documents.  *************** has an attorney to represent them.  GRS also retains attorneys for their representation.  Should she desire to involve her own attorney, she is empowered to proceed in that direction.  In doing so, GRS will cease from all communication.  

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21665854
  
  I am rejecting this response because:
  After reading your reply we disagree to your response.  My daughter has lived here 23 yrs full time, travel and went to school.  So she is hardly ever here till recently.  If you want to call insult we have  choice words for for the 2 members who have been in the board like liars, self servings for 23 and toxic people who break HOA rules because they think this is their personal playground.
  
  
  Once again we are willing to do mediation as the pitch has eroided and caused the flooding to impact several units.
  
  
  Please refer to my previous email for detail
  
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/03/2024

  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 was a renter at Centra Townhomes for 2.5 years (through September 30, 2023) and submitted a deposit to them for $3,400.My address was:************************************** I am due this deposit back, but have not been successful in getting GRS Community Management to pay back these funds.Ive been communicating with these folks for almost 7 months and also submitted a copy of the check for the $3400.I appreciate your help Thanks

  Business Response

  Date: 05/07/2024

  The security deposit was originally entered and requested while the Association was under the previous management company. We took over as the property management company in January of 2024. When the Association transitioned, time was spent going through the security deposits, as they were all lumped in together with no identifying factors of who had originally provided the deposits. Those have now been broken down and the security deposit refund was requested. The request has been stamped by the manager and is awaiting approval/stamping from the two Board Members. Once stamped, the check will be cut and provided to the manager. The Manager, *********************, has been in contact with the requestor and will facilitate providing the refund check. Please see the images below of the request being stamped with the time and date. 

• Initial Complaint

  Date:08/03/2023

  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.

  GRS Community Management does not help homeowners deal with their ***. Packet sumbitted to GRS Community Management on May 10th for approval by the Board of the *** for the installation of impact windows. Called weekly after 30 days left voice mails for GRS and the community representative and never received a call back. I have sent no less than 50 emails requresting an update. Resubmitted the packet again on June 9th - they couldn't find all of the documents per the front desk, July 8th needed more copies of the brochure about the windows selected, and today on August 3rd needed more information. Per the board they returned the packet the first time on 6/23 and it was not forwarded. They then denied the packet again and submitted to GRS and Representative on July 13. Today after several phone call and emails, I was told to submit the packet yet AGAIN. I am paying these people quarterly for services that are NOT being rendered efficiently or effectively. This issue has been ongoing for over 80 days to have impact windows installed by a licensed professional.

  Business Response

  Date: 08/13/2023

  Please see response provided by Management:

  After reviewing the file, it has been determined that the initial application was rejected by the communitys board of directors as incomplete.  The homeowner was informed that a complete application must be submitted to receive architectural approval.  The homeowner submitted a complete application, the property manager submitted it to the board of directors for review, and the application was approved within a few days.  The homeowner was provided with a certificate of approval for the modification. 

  
  

• Initial Complaint

  Date:07/26/2023

  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 property manager assigned to our community does not respond to resident emails, calls or complaints. The community as a whole is suffering due to the lack of presence and response from the manager assigned to the property. Complaining to the company or the regional director has not helped either. Our community has yet to see our 2022 audit report which has been in pending status online since April 7th 2023. The management company has sent out a post card via mail stating the report would soon be ready. It is July and according to the property manager as of July 20th the management company still does not have this report. There are other issues within the community that the property manger has just failed to respond to. Our governing docs has set rules in place and the property manager has not followed these rules properly, certain homes have received violations and others have not for the same or worse violations.I would not recommend this management company to anyone!!!!

  Business Response

  Date: 07/27/2023

  Please see the response from the Regional Director overseeing this community...

  Upon review of requests to the manager of Rivermill, ********** (*****) inquired about the status of the Associations 2022 financial report by email on Friday, July 14th at 1:40 p.m.  The manager responded to her on July 14th at 4:23 p.m. acknowledging the email and informing her that she would follow up on her inquiry the next week.  The manager contacted ********** on Tuesday, July 18th to tell ********** that she was still working on the inquiry, but she would have an answer soon.  The manager inquired with the *** website portal team to determine if the audit had been provided and would be uploaded.  She was informed that the third-party *** hired by the community had not completed the financial report.  The manager responded to ********** on Thursday, July 20th that the *** had not completed the financial report and that it would be placed on the portal as soon as it was completed.  The manager reached out to the *** firm to inquire about the status of the financial report.  The *** was out of the office and responded on August 25th that the report was forthcoming but not completed yet.  The manager stated that she was informed that ********** made inquiries about the community on a homeowner-owned community ******** page which is unaffiliated with the ***** of ********* or the management company.  The manager does not monitor or review this ******** page. 
  
  In reviewing the contact by ********** to the Regional Director, her last inquiry was on March 2, 2023 regarding a form related to the Associations Annual Meeting.  The inquiry was not directed to the Regional Director, but to the records request department.  The records request department forwarded the concern to the Regional Director on March 7th.  The issue was investigated by the Regional Director, ********** was contacted regarding her question and the issue was addressed at the Annual Meeting on March 8, 2023.  No additional contact by ********** was made to the Regional Director. 
  
  The Regional Director reviewed violation records for the community and found active multiple violations in place which indicate regular violation inspections at the community.  There is no indication of selective enforcement within the community. 

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20381124
  
  I am rejecting this response because:

  On July 20th the manager informed me that she has a call in to the ***s office and she would get back to me once she hears back from him. 
  

  I responded and questioned why a notification was sent to the residents of Rivermill if the management company did not physically have the financial report to upload. Our 2021 financial report is currently in pending status too?! No response has been received since July 20th. 
  

  It was at our unorganized meeting held yesterday, 7/27/23 that the property manager made mention of the *** being out on vacation, because the issue was brought up again by other residents who attended the meeting. 
  

  The property manager was not informed that I had inquired about this. She was tagged on the post and viewed the post. I have screenshots which are too big to be uploaded here, Ill happily email them to your company. Residents have been complaining about the lack of response on the ******** page for months. The ** removed herself or requested to be removed after a resident had asked about who to contact for clubhouse rental. Once again the ** was tagged and instead of answering the question she was removed. 
  

  Dealing with the regional director back in March was a complete waste of time and it took days to get an actual response from the director. He called me and left a voicemail the day of the meeting and then only addressed the issue because I had asked to speak at this meeting the evening of. 
  

  The records person I dealt with was amazing and Ill definitely give her credit for doing a great job! 

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

  Customer Answer

  Date: 07/30/2023

  As far as the violations goes: There is currently a sports flag that has been flying since I moved in, in January of 2021. This flag has been flying without the ******** flag, our governing docs state that sports flags may be flown for a limited period. I had a flag with our Governors name flying and an ******** flag. Guess who received a violation. The violation received was not only labeled as miscellaneous but it has also been confirmed by the president of the ***** via email communication, which the ** is copied in on) that there was a complaint sent in and that is what alerted the ** to send my violation notice. Our governing docs has no rule on political flags ( besides the fact that my flag simply said ******** ), we have rules on political yard signs which I abided by after the last election. There is currently a political yard flag up at another residence with no American flag. 

  Another resident questioned Christmas lights at our meeting held on July, 27th 2023, which is currently still up at another residence, The **'s response was that the resident is on the list for violation, the ** was made aware that this was her response at our previous meeting which was held on May 18th 2023 and that by now this resident should be paying fines. The response was it has been hard to get the fining committee to meet, our governing docs state holiday dcor must be removed 30 days after the holiday has ended. The same fining list was on our March 16th agenda, besides the fact that I had to request the agenda for the meeting on July 27th and it was sent at 6:15pm and our meeting was scheduled for 6:30pm. Many residents noted at the meeting  that they did not receive the agenda. I have also made mention of parking and the amount of cars parked in a driveway, governing docs state 4 cars we have homes with 5 and 7. So much more that's not being managed by the company we pay $ to. 

  Business Response

  Date: 08/04/2023

  The Association and management are obligated by ******* Statute to mail notice to homeowners of their right to view annual financial reports no later than May 1st each year, even if the reports have not been completed by the CPA.  Notices were sent to homeowners to ensure compliance with ******* Statute (below). The Association's CPA is a third-party vendor contracted by the Association to audit the community's financials and is not affiliated with GRS Community Management.  The manager will make additional inquiries regarding the timeframe for completion of the financial report and will notify the homeowner once the date has been provided. 
  
  
  
  Managers do not monitor social media feeds for communities as this is not an Association affiliated page. 

  Customer Answer

  Date: 08/05/2023

   
  Complaint: 20381124
  
  I am rejecting this response because:

  The complaint is in regard to the poor communication and service this community has received from the ** and management company. The current response pertains to the 2022 audit and what the ** Law states.

  I am however, glad to see that this complaint has now pushed the company to release both 2020 and 2021 audits in August of 2023. This shows the poor management by this company. It took a complaint on BBB to get an immediate response. 

  Sincerely,
  

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

• Initial Complaint

  Date:06/06/2023

  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.

  This company is either just terrible at customer service or just trying to keep people's security deposits! I moved out in April and it is ***** I have made 4 attempts via ************** I spoke twice with a very nice woman on the phone that answers. They make you think no problem, it will be taken care of. But NO! I still haven't received my security deposit - or even a call or email back. They owe me $1500. I don't know if they do this to everyone and just keep peoples money as long as possible that someone just forfeits their deposit? or just try to collect interest? or they are having financial problems?

  Business Response

  Date: 06/07/2023

  *******,

  Please provide the community you live in.  Was the security deposit for a property you were renting?  GRS does not hold security deposits for tenants renting within a community.  Typically, the landlord or sometimes the *** might hold the deposit.  If you can provide me with the community name and the address you were renting from, I check to see if something might be different with this community.  Otherwise, you will need to touch base with the landlord who will contact the *** (board of directors) to obtain the security deposit.  Please provide details of the security deposit as well.

  Thank you.

• Initial Complaint

  Date:05/03/2023

  Type:Order 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.

  Property Manager and their Supervisor do not return phone calls or emails. The customer service is terrible, and the phone receptionist does not speak English well enough to understand what you are saying when asking to speak to a certain person.

  Business Response

  Date: 05/04/2023

  The Regional Director spoke with this homeowner, and he stated that property manager is not responsive to him or other homeowners.  He informed the Regional Director that the property manager spoke to him and promised a return call after a meeting but neglected to call him back.  The Regional Director will address response times with property manager.  He also stated that he attempted to reach out to the Regional Director, but the person handling the call within the office informed him that if he was transferred to my extension that the call could be disconnected.  Regional Director suggested he reach out by email as well, but he does not want to send emails.  He prefers to address issues by phone only.
  

   

  Customer Answer

  Date: 05/04/2023

   
  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:05/02/2023

  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.

  Reserved community club room on 1/22/23.During event, paint on the walls was removed/chipped due to taping.Paint was patched on 2/15/23 at the expense of renter by an approved painter.Was told by GRS that we would be present at inspection to see if patch was sufficient or whole wall needed to be painted. GRS made decision without notifying **.They only returned $1,000 of my $1,500 security deposit.GRS has held on to the additional $500 since 2/15 and they have not scheduled an inspection with renter present.Also, note there are several paint chips and patches in community club room that were never required to be patched.Selective enforcement - making ** responsible for painting entire wall.Resolution would be to have remaining $500 security deposit returned.Paint chips have been patched in timely manner on 2/15/23.

  Business Response

  Date: 05/04/2023

  Please provide your address and the community you live in.

  Thank you, *******************

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 20007136
  
  I am rejecting this response because:

  They are requesting more information.
  

  *********************** Community Clubhouse Room.

  I do not wish to provide my exact address.

  please contact division of GRS who is responsible for *********************** in **********

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

  Business Response

  Date: 05/12/2023

  The individual filing the complaint is not an actual homeowner of the community, and therefore, did not even have the right to actually rent the clubhouse in the first place.  GRS is at fault for not verifying this individual's residency before renting the clubhouse.  Please see the attached response from GRS' property manager overseeing this community.  

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20007136
  
  I am rejecting this response because:

  I am homeowner of property. I rented out clubhouse room on date specified before.

  Unable to see attachment. Please provide GRS response in text format instead of attachment. 

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

  Business Response

  Date: 05/26/2023

  Please see the response from the property manager which **************** was unable to view in the attachment.  Also, please advise if *********************** is one and the same as ***************************, or if ***** is in fact the son of ****************************  

  Hello, 
  
  
  Upon returning to work on Monday, I found there were three locations in the clubhouse where paint was peeled off of the walls. I contacted the (what I thought was a homeowner) to remedy. ***** blamed our security officer for assisting his pregnant wife in taping decorations to the walls. I explained to him, per the contract, nothing was to be affixed to the walls. I informed him that I would review the camera footage and hold the security vendor accountable for 50% of the cost if this in fact occurred.
  
  
  
  
  
  

  Customer Answer

  Date: 08/21/2023

  My wife and I have been proud residents in the *********************** for over 24 years.  I am writing this letter to express my dissatisfaction with GRS Management, our current property management company. 
  
  My son, *****, has been in communication with *************************, the current association manager for our community.  I have been kept informed of all interactions with *******. This is the first I am hearing that it would be a problem to have my son email ******* on my behalf.
  
  There are several inaccurate statements made by ************************* in an email she sent to your office. *************************** stated that our son rented the clubhouse. For the record, it was my wife, who signed the contract to rent our clubhouse, not our son. As responsible residents, my wife and I were present for the set up, present at the entire event and present for taking responsibility for the cleanup after the event. 
  
  ******* stated that ***** blamed a security officer for assisting in hanging the decorations on the walls. This is a false accusation because ***** claims he never blamed the security officer for assisting us that night. ***** said that it was *******, who on her own, suggested to him that she could cut the costs in half if an officer had helped put up the decorations. I want to make it clear that ******* was the one who came up with that suggestion to check the security footage. ***** blaming the security officer is a false accusation.

  ******* stated that ***** initially refused to paint the two walls of the clubhouse in their entirety.  This is another inaccurate statement. ***** said that ******* originally gave him two options. One of the two options was to first try a partial repair of the few chipped areas on the two walls in question, so initially ***** chose to first try the partial repair option.

  As a homeowner, I would expect a homeowners association management company to have a fiduciary responsibility towards the homeowners. The original $1,800 quote clearly shows that this was not the case. Of his own admission, the vendor from which the quote was obtained does not ever take on smaller jobs such as the *********************** clubhouse. His company is licensed in 48 states and dedicated to the business of painting large restaurant chains. For this reason, the ******** based painting company would not accept a job for any less than $1,800. The painter expressed that he was originally reluctant to give the quote in the first place, but only agreed to give the estimate because he is a friend of someone in Woodfield. I would like to highlight that it was highly unethical for GRS to send us this inflated quote. 

  Cynthias point regarding the denial of our first vendor is inaccurate. With all due respect, the reason the vendor was denied access was because ******* had to be present, yet she was not there when he showed up to do the work on either of the two days he came to paint, even though ******* had been given advance notice on both occasions that he would be coming to do the work on those two days. As a result we were not able to use our original painter, an acceptable licensed and insured painter, who we had personally used in our own residence. Unfortunately, since this first painter we hired would not be available to come back again until 30 days later, we had to hire a second painter who we were pressured to find in a hurry since ******* emailed us threatening that she felt the board would not be "lenient" if the paint damage was not fixed soon. She took no responsibility for the fact our painter had come out twice and was not able to complete the work because she was not there to allow him access to proceed. Therefore, even though we were able to get the paint work done on 2/15 23 by a second painter, we had no choice but to incur a much higher expense of $400.00 instead of $70.00, the quote we had accepted from our original painter.

  In an email from ******* we were encouraged to attend the *** meeting held the evening of 2/1523 to address this ongoing issue. However, once we arrived at the meeting we were told that this issue was not on the agenda and would not be discussed. This felt extremely frustrating and disrespectful to us. 
  ******* specified in an email to ***** that once the paint work was complete "we can start there and have the room inspected by myself and one or more board members. She explicitly wrote, You will be invited to be present during this inspection." The paintwork was completed on Wednesday 2/15.  ***** called the office to check-in and left voicemails on Friday 2/17, Monday 2/20 and also called on Tuesday 2/21 but was not able to get through to the office. He received no response so we were not invited to the inspection as was stated in ******** email. ***** explained that given these circumstances the "inspection" will need to re-occur with new board members so that we can be invited, as was stated. However ******* ignored this request.

  ******* insisted that the clubhouse walls must be repainted, as the patch was not sufficient. However, my son sent photos of the current condition of the walls in the clubhouse. There are sections of the walls that had been patched prior to our event. We also have additional photos of damages and stains found on the clubhouse walls taken in the months following our event, which remained unrepaired until the wall was finally painted in mid June. It is the responsibility of GRS Property Management Company to treat homeowners with respect and treat each resident fairly. It would not be fair for a board member to engage in selective enforcement which is prohibited by ******* law. For example, not requiring the repair of other existing paint chips on the walls, and accepting other patch repairs, yet not accepting our repair. 
  In closing, ******* told our original painter that our clubhouse had not been painted in its entirety for approximately seven (7) years.  If this is the case, we are questioning in light of the fact that the entire clubhouse was due for a complete repainting, why we are being held responsible for anything beyond the $400.00 cost we assumed for the initial repair. We feel it is unfair and completely unreasonable that we are being charged an additional $500 towards repainting the entire clubhouse after taking responsibility and spending $400 for the initial repair. The $500 should be refunded. This matter is not closed. 

  
  

  Customer Answer

  Date: 08/21/2023

  My wife and I have been proud residents in the *********************** for over 24 years.  I am writing this letter to express my dissatisfaction with GRS Management, our current property management company. 
  
  My son, *****, has been in communication with *************************, the current association manager for our community.  I have been kept informed of all interactions with *******. This is the first I am hearing that it would be a problem to have my son email ******* on my behalf.
  
  There are several inaccurate statements made by ************************* in an email she sent to your office. *************************** stated that our son rented the clubhouse. For the record, it was my wife, who signed the contract to rent our clubhouse, not our son. As responsible residents, my wife and I were present for the set up, present at the entire event and present for taking responsibility for the cleanup after the event. 
  
  ******* stated that ***** blamed a security officer for assisting in hanging the decorations on the walls. This is a false accusation because ***** claims he never blamed the security officer for assisting us that night. ***** said that it was *******, who on her own, suggested to him that she could cut the costs in half if an officer had helped put up the decorations. I want to make it clear that ******* was the one who came up with that suggestion to check the security footage. ***** blaming the security officer is a false accusation.
  ******* stated that ***** initially refused to paint the two walls of the clubhouse in their entirety.  This is another inaccurate statement. ***** said that ******* originally gave him two options. One of the two options was to first try a partial repair of the few chipped areas on the two walls in question, so initially ***** chose to first try the partial repair option.
  As a homeowner, I would expect a homeowners association management company to have a fiduciary responsibility towards the homeowners. The original $1,800 quote clearly shows that this was not the case. Of his own admission, the vendor from which the quote was obtained does not ever take on smaller jobs such as the *********************** clubhouse. His company is licensed in 48 states and dedicated to the business of painting large restaurant chains. For this reason, the ******** based painting company would not accept a job for any less than $1,800. The painter expressed that he was originally reluctant to give the quote in the first place, but only agreed to give the estimate because he is a friend of someone in Woodfield. I would like to highlight that it was highly unethical for GRS to send us this inflated quote. 

  Cynthias point regarding the denial of our first vendor is inaccurate. With all due respect, the reason the vendor was denied access was because ******* had to be present, yet she was not there when he showed up to do the work on either of the two days he came to paint, even though ******* had been given advance notice on both occasions that he would be coming to do the work on those two days. As a result we were not able to use our original painter, an acceptable licensed and insured painter, who we had personally used in our own residence. Unfortunately, since this first painter we hired would not be available to come back again until 30 days later, we had to hire a second painter who we were pressured to find in a hurry since ******* emailed us threatening that she felt the board would not be "lenient" if the paint damage was not fixed soon. She took no responsibility for the fact our painter had come out twice and was not able to complete the work because she was not there to allow him access to proceed. Therefore, even though we were able to get the paint work done on 2/15 23 by a second painter, we had no choice but to incur a much higher expense of $400.00 instead of $70.00, the quote we had accepted from our original painter.
  In an email from ******* we were encouraged to attend the *** meeting held the evening of 2/1523 to address this ongoing issue. However, once we arrived at the meeting we were told that this issue was not on the agenda and would not be discussed. This felt extremely frustrating and disrespectful to us. 

  ******* specified in an email to ***** that once the paint work was complete "we can start there and have the room inspected by myself and one or more board members. She explicitly wrote, You will be invited to be present during this inspection." The paintwork was completed on Wednesday 2/15.  ***** called the office to check-in and left voicemails on Friday 2/17, Monday 2/20 and also called on Tuesday 2/21 but was not able to get through to the office. He received no response so we were not invited to the inspection as was stated in ******** email. ***** explained that given these circumstances the "inspection" will need to re-occur with new board members so that we can be invited, as was stated. However ******* ignored this request.

  ******* insisted that the clubhouse walls must be repainted, as the patch was not sufficient. However, my son sent photos of the current condition of the walls in the clubhouse. There are sections of the walls that had been patched prior to our event. We also have additional photos of damages and stains found on the clubhouse walls taken in the months following our event, which remained unrepaired until the wall was finally painted in mid June. It is the responsibility of GRS Property Management Company to treat homeowners with respect and treat each resident fairly. It would not be fair for a board member to engage in selective enforcement which is prohibited by ******* law. For example, not requiring the repair of other existing paint chips on the walls, and accepting other patch repairs, yet not accepting our repair. 

  In closing, ******* told our original painter that our clubhouse had not been painted in its entirety for approximately seven (7) years.  If this is the case, we are questioning in light of the fact that the entire clubhouse was due for a complete repainting, why we are being held responsible for anything beyond the $400.00 cost we assumed for the initial repair. We feel it is unfair and completely unreasonable that we are being charged an additional $500 towards repainting the entire clubhouse after taking responsibility and spending $400 for the initial repair. The $500 should be refunded. This matter is not closed. 

  Business Response

  Date: 09/05/2023

  It was my understanding that this case was closed.  On June 30th, I received correspondence from *********************** with the ***** of ********* for this community.  Please see the response below from the ***** of *********:

  ****************, 
  
  We understand your frustration, but GRS works for the association in which decisions are made by the ***** of directors.  ********* has made its decision that the original repair that was made for $400 was insufficient.  A portion of the deposit was kept repairing the wall to its original condition.  GRS does not have the authority to refund this money nor is involved in the decision of this.  ********* of directors for your community has seen all of the correspondence and feels that the amount charged was fair.  To show you that the ***** of ********* is willing to make this issue right, we will be willing to credit you 15% off the next cleaning fee for your next event hosted at the *********************** - Clubhouse. Thank you for being a great neighbor, and a part of this great community.

   

   

  
  

• Initial Complaint

  Date:04/25/2023

  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.

  At 11:00AM on 01-21-2023 I found my car missing from the perimeter road where I normally park my car.I called PBSO to report my car stolen. When PBSO arrived they made a couple calls and provided me with towing company contact information.On arrival to the tow company, I was informed that the *** Management property manager had my car removed from the *********** property for "unauthorized parking". I paid $211.15 to get my car.Once I contacted the *** Management property manager mid-day on 01-23-2023, the "unauthorized parking" was because the license plate 2023 registration sticker was on it. I immediately provided FLHSMV screenshot that confirmed the vehicle registration was active/current.The property manager confirmed that a few vehicles were targeted out of the +40 vehicles that were in the "unauthorized parking" (unregistered cars without parking stickers, overnight commercial vehicle ban, improperly parked on the perimeter road...) status.The property manager confirmed that the outgoing board only provided verbal direction for the towing event, the current board was aware of the towing event until 01-25-2023 and there wasn't any written minutes/notes concerning board discussion/vote.Current HOA board family member is an overnight commercial vehicle violator. The board is attempting to make a rule change to allow overnight commercial vehicle parking without review by the property owners.The fundamental fiduciary duty has been compromised from a couple different perspectives.Attached are the tow company receipt, FLHSMV sreenshot, past *** Management violation **************** about board verbal towing authorization.

  Business Response

  Date: 05/02/2023

  Please see attached response.

  Customer Answer

  Date: 05/02/2023

  Complaint: 19982199
  Thank you for the response.
  
  I am rejecting this response because:

  Per complaint 54078613-8E66F, the fundamental fiduciary duty has been compromised from a couple different perspectives.
  

  The consistency of warning an *********** owner before any sort of disciplinary action is applied, was violated. The 54078613-8E66F complaint had 3 past warnings attached where a warning was issued (when one of them was a license plate registration sticker wasnt applied yet) that allowed time to show compliance. The fiduciary idea of fairly/consistently applying HOA Rules & Regulations was lost in the process.

  The violation of ************* Statutes ******* [(2) BOARD MEETINGS. (3)MINUTES (4)OFFICIAL RECORDS. (f)The minutes of all meetings of the board of directors and of the members, which minutes must be retained for at least 7 years.] example is the *********** HOA board gave VERBAL,undocumented direction for specific violators to be towed.

  The 54078613-8E66F complaint has the e-mail from the Community Association Manager that stated the board verbally gave her direction. That implies that the direction was hearsay and possibly theft of a vehicle. Fairness of rule application for all owners, wasnt followed.

  The unfiduciary idea that all parking/vehicle violators werent addressed is really underscored that one of the banned commercial vehicle violators is currently a board member. The latest prospective *********** Rules & Regulations has changed the overnight commercial vehicle ban. That wasnt an issue until a 03-31-2023 *** Management work order was submitted with an image of a commercial vehicle parked overnight.

  I am requesting that consistent application of rules enforcement and is fairly applied to all of the *********** community.
  
  Sincerely,
  *********************

  =========================================================================================================================

  Below is the corrected 54078613-8E66F complaint:

  At 11:00AM on 01-21-2023 I found my car missing from the perimeter road where I normally park my car.
  I called PBSO to report my car stolen. When PBSO arrived they made a couple calls and provided me with towing company contact information.
  On arrival to the tow company, I was informed that the *** Management property manager had my car removed from the *********** property for "unauthorized parking". I paid $211.15 to get my car.
  Once I contacted the *** Management property manager mid-day on 01-23-2023, the "unauthorized parking" was because the license plate 2023 registration sticker was on it. I immediately provided FLHSMV screenshot that confirmed the vehicle registration was active/current.
  The property manager confirmed that a few vehicles were targeted out of the +40 vehicles that were in the "unauthorized parking" (unregistered cars without parking stickers, overnight commercial vehicle ban, improperly parked on the perimeter road...) status.
  

  Business Response

  Date: 05/12/2023

  GRS has involved the ***** of ********* for this association.  At this point, the ***** must either refer the matter to the ******************** or reimburse **************** for the expenses he incurred by having his vehicle towed.   GRS is a vendor of the association and works under the direction of the ***** of *********.  We have not received further communication from the ***** of ********* at this time, nor have we received correspondence from the Association's attorney.  We will continue to update the file as we receive information.
  

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 19982199
  
  I am rejecting this response because:

  I haven't received any communication from the *********** *******. board. I would like to discuss this further.
  
  Sincerely,
  
  *********************