Complaints

This profile includes complaints for Empire Management Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Empire Management Group, Inc.

  801 N Main St Kissimmee, FL 34744-4565

  
• 

  Empire Management Group, Inc.

  2500 W Lake Mary Blvd Unit 208 Lake Mary, FL 32746-3501

  
• 

  Empire Management Group, Inc.

  770 Almond St Suite A Clermont, FL 34711-3176

  
• 

  Empire Management Group, Inc.

  1495 N Maitland Ave Suite #3001 Maitland, FL 32751-3316

  
• 

  Empire Management Group, Inc.

  927 S Ridgewood Ave Suite A3 Edgewater, FL 32132-2352

  

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:04/11/2024

  Type:Billing 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.

  ***************** From:***************** To:********************************* Mon, Feb 5 at 11:26 *******,I sent in a payment a few weeks ago for $ ****** to be applied to my account ********. As of today the check has not been cashed. Please advise if a credit was received ?Best Regards,My Complaint regarding the customer service support :There is no support from this H.O.A. Cannot get a call back or any communication to resolve payment mailed to PO BOX. Sent another check for payment it's been two weeks no response to emails or voice mail.

  Business Response

  Date: 04/11/2024

  Yogesh,

   

  Please call us at ************ or email us at ********************************* so that we can verify this information with you.

• Initial Complaint

  Date:03/10/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We'd like you help in trying to resolve an issue with the property management company that looks after the Chatham Park resort as they are not responding.On Mon 26th Feb we contacted them (and an *** board member) via email in relation to a statement we had received out of the blue here in ****** relating to a rental property we have owned at Chatham Park, ********* since 2006. The address is *******************. The account number is *********** indicates that we owe $149.43. The starting balance dated 31/7/23 was for $57.30 fees that were waived last year by the *** board of directors. As agreed at the time we had made a payment of $34 via the Empire site to cover the actual dues shortfall. Our first 2 payments were short as we had mistakenly paid the 2022 amount of $138 and not the new increased 2023 amount of $155. We have not heard anything back at all. We chased them again via email on Fri 1st Mar and again on Wed 6th Mar and have still had no response. We feel 14 days is more than sufficient to respond to this matter. The statement includes an 'Intent to Lien' fee. We have always paid our dues in over *************************************************************************************************** ******.Anything you can do to assist in this matter would be greatly appreciated by myself and my wife. I've attached all communications with Empire starting from last year. Thanks.

  Customer Answer

  Date: 03/25/2024

  Many thanks for your assistance in this matter and apologies for not updating you sooner.  We received contact from Empire within 24 hours of contacting you and they have waived all the incorrectly applied fees and brought our account back to nothing owed.   We really appreciate your help in getting them to engage with us.  You can close this complaint. 

• Initial Complaint

  Date:12/28/2023

  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.

  My name is ***********************************. My wife, *********, and I live in Winding Hollow, a neighborhood whose HOA is managed by Empire Management Group (***). On 11/21/23, an *** employee in our neighborhood struck and knocked over our mailbox while driving in reverse. After knocking over the mailbox, they picked it up, and sat it upright so as to appear "ok". We were not home at the time. Thankfully, our neighbor witnessed the mailbox being hit and brought it to our attention. Our neighbor stated that after setting the mailbox upright, the employee was about to leave the premises until they noticed they were being watched. The employee then left a business card on our door-no notes- and left. To date, *** has not followed up with us of their own volition. We emailed *** on 12/7, as we had not heard from them, to see when they planned on fixing the damage they caused to the mailbox. We did not receive a response. On 12/21 we sent *** a letter, a copy of the earlier email, direct signature required. This time they did respond. The *** employee that hit our mailbox responded stating 1. They indeed struck our mailbox 2. They were waiting for us to contact them about their vehicle hitting our mailbox 3. That the mailbox was only slightly tilted and that did not constitute any substantial damage 4. That they brought it to the attention of their supervisor who to date has not reached out to us.We sent a final letter asking for their commercial liability insurance information as we wish to file a claim (direct signature required). Again, no response has been received.Find attached copies of all correspondence. I hope this will serve to deter others from finding themselves associated with this organization. We will be pursuing additional channels for recourse until we are made whole.

  Business Response

  Date: 01/31/2024

  Hello,

  
  

  This repair has been completed as notified to the homeowner. This was completed on January 16.
  

  Thank you,

• Initial Complaint

  Date:12/05/2023

  Type:Billing 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.

  they switched their system for me to pay the *** fee and my auto pay didn't get transferred from the old system to the new system. my property was in the status of intent to lien after 3 months of no payments which I had no idea about until last week when my tenant gave me the letter. I paid immediately for all my balance. They now saying I owe them the intent to lien fee plus interest. the site manager **** also their customer service agent ****** refused to offer any solution. only one mail was received for this matter and it is not even my fault they switched the system without my auto-pay setup transferred. I am not willing to pay for this company's mistake.

  Business Response

  Date: 12/21/2023

  There were numerous notifications sent to all homeowners advising they would need to update their payment information. Empire also posted on their website this notification. In addition to those letters when the homeowner became delinquent a statement was sent prior to the *** and all letters were sent to both the property address and the mailing address we have on file. As a one-time courtesy we have removed the fees as requested as the homeowner has paid in full. 

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been living in Somerset Chase since 2014, and since 2017, my roof has been leaking intermittently. Despite reaching out to the HOA company numerous times about the situation, they have only beat around the bush and said they are working on it. We had contractors here to patch up the roof, but it is still leaking. Many people in the community are facing similar roof problems. When it rains, the roof worsens, and it is the HOA's responsibility to fix it. I have already undergone massive restoration repairs, and they assured me that the roof has been fixed. However, a few months later, it is still leaking, and it even damaged my dryer. It is now 2023, and I cannot deal with a water-damaged ceiling anymore. I am positive that we have a severe mold problem as well. This is a serious situation that World of Homes is not addressing.

  Business Response

  Date: 05/05/2023

  Hello, We understand Mr. ******'s issues in his unit. A lot of the community has had similar and much worse issues due to construction defect issues with the roof as well as the townhome envelope. The damages left with Mr. ****** cannot be confirmed that are current leaks, but we have been in contact with him to schedule further work and inspections. We are working with the board to ensure that we can finalize and close this matter as soon as possible with him and other neighbors.

  We have been in contact with him for a long time, and Ms. ******** has been back and forth with him as well. We really want to close this matter and ensure he is back to enjoying his property at its fullest.

   

  Thank you,

• Initial Complaint

  Date:03/21/2023

  Type:Billing 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.

  We moved into the development ******** ******* in December. The last HOA meeting was held in November. It is now March. Neither the builder nor the HOA company are keeping us apprised on the status of the amenities that we are paying for. The only amenity that we have available is a walking trail that is not properly installed or maintained and is a hazards due to the wash outs, and is very unsightly. I along with other residents have brought this up to the HOA Management, but they have not done anything to resolve the situation or provide us any information on the status of the other promised amenities. They keep regurgitating the same vague information but refuse to provide any tangible support. The HOA operated at 25K profit last year. They have not put any of the money that they have received back into the community. There have been people living in the community for over a year. There should be pest control, landscaping, etc. As such, I have refused to pay the $40 a quarter for amenity related services and the director has threatened me penalties up to a potential lien on my property if I fail to do so. I want answers on how I can be charged for something that neither the builder, not the HOA company that is providing us with the services is providing.

  Business Response

  Date: 05/05/2023

  We have been responding and dealing with this homeowner for months, to no avail nothing will content him becuase he wants everything his way, and we have no control over the things he wants.

• Initial Complaint

  Date:03/10/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have spent countless hours trying to resolve this issue with Empire Management Group since January of 2022. I have left messages, emailed, and sent a letter via certified mail. I have never received a call back, an email response, or a response to the certified mail.
  There are two properties owned that are managed by Empire Management Group. The payments for both properties are paid through our bank using autopay.
  In January of 2022, I did not change the autopay amount to reflect the increase in HOA fees before the payment was sent. I received a bill for each property reflecting the balance due, along with delinquent fees, interest, and late assessment. Two checks were mailed immediately (01/18/22) for the full balance due, for each property. They were attached to their respective invoices and mailed in the SAME envelope. One of the checks was credited properly to the corresponding property, and the other was not credited, or processed by our bank. Since both checks were mailed in the same envelope, the check had to be lost or misplaced by Empire Management. I knew nothing about this until May 2022, FIVE MONTHS LATER, when I received a statement showing late fees accumulating from January! An email was sent on June 01, 2022, informing Empire that the check was lost on their end, and a replacement check would be sent. I also requested that the late fees be removed. After several unsuccessful attempts to contact Empire by phone and email regarding this matter, a certified letter was mailed on 06/20/22 along with the replacement check. Included was documentation previously emailed to Empire, as well as a second request to remove late fees that were incurred through no fault of our own. These late charges were assessed because of an error made by Empire Management and persisted because of lack of communication on their part. They do not respond to any form of communication; phone calls go directly to voice mail with no return call, emails and letters go unanswered.

  Customer Answer

  Date: 03/27/2023

  I have finally heard from them, and they have cleared my account of all incorrect charges.
  I understand they have not responded to you as of this date. Thank you for contacting them on my behalf.
  
  Sincerely,
  ****** ********
  Rusty D Llc

• Initial Complaint

  Date:01/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This has been the management company for HOA since we moved in in July of 2020. We've had a few on and off issues of them not receiving our request for change to our property such as landscaping or adding a fence and then them trying to charge us or threatening a lien and then later turning around and apologizing and taking it back after finding our documentation. But our most recent issue since May of 2022 has been that they didn't receive a payment, it apparently did not go through which was against my knowledge, and they charged me a delinquent fee. Fee. I went and spoke with them and showed them on my payment records that it did go through on my end and there may have been something wrong with the system. They told me that they would take the delinquent fee off and fix my payments. They never did. I have been going back and forth with them for almost 8 months now trying to get this resolved and now it is showing that I have a fee of $400 because they never fixed their initial problem. They are the hardest company to get in touch with, they never call you back. They are very unprofessional and rude. And in my personal opinion they are stealing our money, they don't keep up on the landscaping or the repairs of the landscaping and keep raising the price for pool maintenance but the pool has not been maintained in the last 4 months. They're thieves, they're liars and and their customer.

  Business Response

  Date: 02/10/2023

  Thank you for contacting us regarding this matter. 

  I had the pleasure of handling all communication with the owner through this matter and have all documented emails which outline the timeline and true nature of what took place. In addition, it provides detail of exactly what options and requirements were offered to the owner by the Board of Directors for this matter. 

  Unfortunately, because the upload of any document makes it public record, I am not at liberty to post emails regarding an owners personal balance to the association. 

  The written timeline is noted below:

   

  06/04/22 owner emailed asking for late fees to be waived. 

  06/05/22 owner was advised the Board approved a one time courtesy to waive the late fees once the owner made full payment for the current months assessment. 

  06/08/22 owner contacted us indicting her balance was still incorrect, owner was again advised to issue the payment for the remaining portion of her current months assessment and that we could then remove the late fees once the owner has made her account current per Board direction. 

   

  10/29/22 owner reached out to us again indicating her late fees were never removed as previously indicated. 

  11/1/22 I responded to owner and reiterated the directions from previous emails and advised the exact amount again that the owner would have to pay to get the late fees removed. 

  From 11/1 thru 11/4 there were 5 emails further clarifying, providing breakdown of ledger, details balance information, and payment option instructions to the owner for assistance. I invited the owner to hold a conversation over the phone to help provide verbal instructions, the owner did not accept the invitation. 

  1/31/23 owner reached out to us advising the late fees had not been removed that the HOA indicated would be removed. 

  2/3/23 I responded to the owner with the same details as previously provided to the owner, and copied 4 emails which outlined the instructions the owner had been issued previously. 

  2/5/23 owner emailed advising they issued the payment that was previously indicated. 

  2/6/23 owner was issued a statement reflecting a zero balance on the account which was now current after the late fees were removed. 

  Please fell free to contact me directly should you have any further questions. Thank you again. 

• Initial Complaint

  Date:12/19/2022

  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.

  Empire Management Group (EMG) have been misleading our community and causing high expenditures. EMG knows they are facing to pay back our money and decided to raise the Tri-monthly fee from $155.00 to $199.00 without an approved quorum. We have 99 houses in our community and no one single meeting more than 20 people, (not residence), were represented. EMG installed speed bumps (Humps) in our community that weren't voted of and were out of ******* code for $8,000.00. Now the Town demanded the removal of them as they are out of code which will required another $8,000.00 to do. EMG needs to pay for the removal and also to return the money spent to install them to our community. EMG have gone from one lie to another, including that the permit for the humps installation was approved by the county, they weren't. EMG said we must have a required quorum to vote for another Management Company, which we haven't reached ever. How is that important thing affecting the community are conducted without the quorum required? EMG is not carrying out the *** procedure as it should be, and isn't acting in "good faith". The maximum number of residents that attended the meeting has been 20 people, not 20 residence. When we mention updating the covenant, which hasn't been reviewed for more than 14 years, we are told we need the required quorum. We have never voted for the humps, nor the *** Fees increase, yet it is completed. Part of our walls fell down, instead claiming to the insurance EMG decided to pay from our funds $8,000.00 for a fraction of the wall, when the insurance asked for $10,000.00 deductible for the entire wall from one end to the other end, now another section of the same wall fell off. This company is not managing our community's funds correctly, there is nothing but lawn mowing, not even Christmas decoration compared to other communities. EMG said the ponds have been treated but nothing was done, our ponds look nasty. We disagreed to the increase of the *** fees 100%.

  Business Response

  Date: 01/03/2023

  Contact Name and Title: ************************* , VP
  Contact Phone: ************
  Contact Email: **************************************
  Empire Management Group took over management of the community Tusca Place in January of 2022 when the company All About Management was purchased by ***.
  Since taking over management duties *** has advised the ***** of ********* of proposed actions and requirements. *** does not make any decision's in regards to *******************, *** only performs administrative duties.
  *** is not responsible for any costs or fees associated with Decisions made by the ***** of *********.
  *** did recommend to the ***** to approve the 2023 Budget with a 25% increase, and outlined all the inflation related costs that led to that recommendation. The ***** of ********* Budget Meting was duly noticed and took place 10/24/22. It was held at the *** office and every question regarding the proposed budget was answered by the ***** and ***. At conclusion of the meeting the ***** approved the proposed 2023 operating Budget with a 25% increase. The quarterly assessment increased from $155 to $199. Please find attached Meeting Notice Affidavit. The governing documents do not require a membership vote to increase the prior years budget
  
  Prior to *** taking over management there were 4 speed bumps installed in a section of the community. After *** taking over management the ***** was planning on installing additional speed deterrents to help with community safety. *** did not decide to, nor does *** have authority to make decision on the installation of property in the community. *** does assist the ***** navigate any requirements for their decisions.
  *** did not indicate a quorum of the membership is needed to cancel any contract. That is always a decision of the ***** per the specific contract terms. To include *** contract.
  
  The owner is correct, the number of attendees at the meeting was 20.
  
  *** has not issued any dishonest statements.
  
  The owner is correct *** did advise that to Amend the Governing documents, a vote of the membership is required per the community governing documents.
  
  The decision for speed deterrents would be that of the ***** not ***. The decision to approve a Budget increase would come from the ***** not ***.
  
  The decision on how to pay for HOA repairs is that of the ***** of ********** not ***. In addition, using insurance coverages for repairs is also the decision of the ***** not ***.
  
  The community ponds did have an algae bloom recently and the service provider was notified and scheduled for additional treatment of the affected areas.
  
  *** will continue to service its clients per the service contract. WE continue to recommend transparency to our clients and to their membership.
  
  Please contact ***************************** with any other questions regarding this matter.
  
  
  
  See Attachment/File: Affidavit Tusca Place 10.25.22 Annual and Budget Meeting Combined.pdf

• Initial Complaint

  Date:12/10/2022

  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.

  This is the *** company where we live. We applied for a new roof permit ARC. The empire group said to submit our application with the color and drop edge color... we selected and submitted everything as an expedited application as we have two house hold members that are undergoing a a medical procedure one of them is a brain tumor patient. However after several days of following up they replied that only one color roof is allowed - in that case if just one color roof is allowed why isn't it mentioned on the website so we would order that color and submit it. For drip edge they said only white is allowed but there are more than 7 houses with new roofs that have brown drip edge. I think we are being racially targeted and the board members of the *** who live in our community come to our house and harass us too. Now it's showing with the application process it's been weeks and I have left several voicemails and emails but nobody replies. I asked two questions Why do other houses in the community have different roof colors why are we forced to chose just one color This was an expedited application

  Customer Answer

  Date: 12/15/2022

  I would like to cancel this complaint because the owner went above and beyond to help us out and take care of this concern. Please cancel it