Complaints

• Initial Complaint

  06/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There accounting system has incorrect information regarding my HOA payments including multiple balances and late fees. The accounting department can offer no reason why they feel I owe HOA fees; they just say I do owe. Below please find my position on the payments and 2 years of validated checks for advanced payment of HOA fees from 2022 and 2023.They agree that the following is true, which means there should be no balance due now.There was no balance due for HOA fees up to December ******************************************************** 2022 and 2023, which is indisputable. If you believe there was a balance due prior to December 2021 Please provide an itemized report that specifically shows that Advise why I wasnt informed of it 2 ago

  Business response

  07/24/2024

  My staff has communicated several time and I believe has also met with him in our office.  The statements are itemized and provides information for our clients to compare them to their records.  I have asked the staff to print me the statement for my review as well. Once I can compare that to what has been provided by our client there will be an obvious result. A payment has been missed somewhere along the way or a payment is not reflected on the statement that the client says cleared.  I am aware my staff has already made this review but has not been able make him understand what is missing.  I will handle the review upon return of may vacation and report such findings at that time. 

• Initial Complaint

  03/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was the victim of two criminal mischief incidents on Towers Management property. While I was stressed and afraid for my safety, still am, I wasn't pleasant. However, I was ignored, lied to and denied access to the video footage by ***************************, ******************* and *************************. I've lived here off and on for approximately eight years, paid about $50,000 in HOA fees and never complained or asked for anything. All I wanted was video surveillance footage of the crimes comitted against me. To which I received no reply other than, we are cooperating with police, a question I never asked. I believed the security cameras around ************** were for the safety and well being of all the residents but have learned Towers Management is selective in who they use their video surveillance to help. Or, as they'd have you believe, doesn't work properly. Either way, this is a violation of their responsibilities causing me financial liability and emotional distress.

  Business response

  03/26/2024

  Hello,

  First let me say Towers Management is not the owner of any property as mentioned. Nor do we selectively perform any of our duties.  Our management division (SCPM) manages the *********************** through the direction of the ***** of **************** ******************* is the ****************** Manager and ******************************* is the part time onsite office staff member.  ********************** is confused of the processes and the availability of the request it would seem.  The staff as well as the ***** has responded more than once to her request regarding any available video footage.  The answer was that there was no footage of the area where the alleged incident occurred.  This answer was also conveyed to the Indian ****************************** when they inquired as well.  The ************* members including management take any crime serious.  This situation became a police issue of course and parties have cooperated fully to my knowledge.  All concerned parties I imagine would have preferred to have evidence of such.  And we can all agree how such incidents are upsetting but in no way has anyone avoided **********************.  The onsite office is open 3 days a week. 

  Additionally, I personally responded to emails on February 13th of ********************** inquiring about the dues/assessments.  After responding, she then responded regarding the incident in which I was unfamiliar.  I indicated I would forward the email to the parties onsite that could assist her further and that management was not in charge of setting policies as she assumed.  She then responded once again about video camera policy and how she "does not want to sue ******* wants her van fixed, and be left alone, but if someone f.... up my vehicle I want them to pay for it."  At this point I removed myself from the conversation and forwarded emails to staff familiar with situation and to have on file.  Om March 18th Towers Management received a letter from an attorney representing ********************.  It seems the confusion has not ended as we have forwarded the letter to the Association and ***** for review.   If further information such as the letter from her attorney is needed, please let us know. It is seems this began on New Years Eve and was related to nearby fireworks.    Thank you!   

   

  Customer response

  03/26/2024

   
  Complaint: 21487158
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer response

  03/27/2024

  If I'm confused about the, "processes and availability," why didn't ************************* inform me of that after my Feb 14th email in which I notify her that communicating with *************************** and ******************* is like, "chasing my own tail," and ask, "Who can I discuss this with that won't ignore me and can give me a definitive answer?" Oh that's right, she didn't respond.

  The only pre demand letter response I received about the footage was from *************************** and she stated the video footage wouldn't have my van. Every other request and Preservation of Evidence email went unanswered. I contacted the *** Board President and Vice President and received no response. Footage was given to the police by ***************************. I've seen it. The first and only response I got that there was no footage was from ******************* after I asked my attorney to send a demand letter.

  I think perhaps ************************* is the one who's confused as it's my strong opinion there is or was video footage that one or all of them chose not to provide to me and now they have to lie about it because I got my attorney involved and he demanded a response.

  Customer response

  03/27/2024

  I apologize, I misspoke. I did receive one other response pre demand letter from ***************************. When I asked again for the footage she replied, they were cooperating with the detective in charge. No other requests for footage received any response.

  Business response

  03/27/2024

  I have already responded to the complaint. And provided the details of the situation as I know them to be.   

  ********************** knows how to walk to the onsite office if she needs any additional assistance in the matter.  As well she can contact the police department who took her report,  

  Thank you!

  Business response

  03/27/2024

  I have already responded to the complaint. And provided the details of the situation as I know them to be.   

  ********************** knows how to walk to the onsite office if she needs any additional assistance in the matter.  As well she can contact the police department who took her report,  

  Thank you!

  Customer response

  03/27/2024

   
  Complaint: 21487158
  
  I am rejecting this response because it's a non-response response. I will continue elsewhere for an honest, satisfactory response. Thank you BBB.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  11/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ********* ***** 11/14/2023 **** ****** **** **** ********** ******* ***** ******************** ************  Dear Sir/Madam, I am writing to file a formal complaint regarding practices by ***** ******* **** ********* and ***** ***** ******** ********** ** ******* ******** a division of Towers Group -********** located at *** **** *** ***** **** ********** ** *****, and the current *** ***** Board of Directors which, to my knowledge, are in violation of the governing documents of the *** ***** Homeowners Association of Brevard and Florida Statute 720. As the past *** ***** HOA President and now a concerned member of the *** ***** Homeowners Association membership, I have observed several instances where the actions of the BOD, the new community association manager, and their company have raised serious concerns that directly contradict the established governing documents and statutory requirements they are required to abide by. The specific issues of concern include: • Non-Compliance with Governing Documents • Working Without a Contract • Conflict of Interest These issues are of great concern as they potentially impact the fair and lawful operation of our HOA, the rights of homeowners, and the integrity of our community. I respectfully request that the Department of Business and Professional Regulation, Division of Real Estate, investigate these matters in accordance with Florida Statute 720 and take appropriate action to address any violations. Your prompt attention to this complaint is greatly appreciated. If additional information or clarification is needed, please do not hesitate to contact me at the provided contact information. Thank you for your consideration and anticipated action on this important matter. Sincerely, ********* *****

  Business response

  11/15/2023

  Management in conjunction with the Board of Directors are confident in the requirements of posting notice are compliant.  Due to this complaint, they also checked with their HOA attorney to confirm no wrongdoing. Space Coast Property Management of Brevard took over this client October 1, 2023.  The Board Meeting & Budget Notice approval was mailed out to all owners as well as posting it onsite with the agenda as the new law requires. 

  I am uncertain if the owner called our office, as we would have been happy to assist her with her concerns.  Instead, we all have to spend time going through all these hoops.  I cannot imagine what her conflict-of-interest theory is.  I am the owner and CFO of the company for 29 years and I am unaware of any.   In final the new law allows for the increase to supersedes the declarations 10% due to the tremendous insurance increases all have endured. This line item, as well as the reserve contribution does not have to be included to establish the new assessment. This ensures the HOA can cover its upcoming 2024 expenses with special assessments in the future. 

  Respectfully,  

  Customer response

  11/16/2023

  
  Complaint* ********
  
  I am rejecting this response because:

  Your reply does not address all concerns mentioned nor are your explanations factually accurate or logical. Per the document you provided, it clearly states that the notification mailed out to all homeowners was for the Budget meeting and Budget meeting only. Nowhere does it state that there was going to be a BOD meeting held. Please provide the contact information for the *** ***** ***** Counsel that provided you with this determination based on the review of the *** ***** governing documents.

  There were 2 separate instances where BOD meeting notifications were posted on a sign at the front entrance and that is not proper notification. Please re-read the *** ***** Governing Documents. The new law may require posting of the notice onsite but that does not mean you do not have to follow the *** ***** Governing Documents as written.

  I attempted to get these concerns addressed by the *** ***** ******* but he refused to answer my concerns. I included his email correspondence with my original complaint for your reference.

  Please provide the links or copies of these “new” laws for review. Again, the new law may be interpreted one way, but that does not mean you do not have to follow the *** ***** Governing Documents as written.

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

  Business response

  11/20/2023

  The consumer may contact our office and Manager for any additional information she may be seeking.  We are as transparent as they come and we have only been one + month into managing the community.  

  Our office is open Monday - Friday 9-430.  If you would like to meet with the manager, please call the office and schedule a meeting with our office manager.  All information and response can be addressed during that time.  Thank you!   

  Customer response

  11/29/2023

  
  Complaint: ********
  
  I am rejecting this response because the questions from my original email inquiry have still remained unanswered. In addition, I have not received any information, correspondence or documentation pertaining to the concerns I mention in the attachments and proof provided in the complaint. I also have not received a link, or any information in regard to how to view the “new law” that they are referencing pertaining to the assessment increase. Please provide this information via email as requested, as I will not be visiting the office. 
  
  Sincerely,
  ********* *****

*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. ↩