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:07/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  A realtor applied for me to Downtown 1st apartments July 1. I never signed a lease or come to the property in person from *******. It was explained the $150 is non refundable and my deposit is refundable prior to signing lease. Even stated this information on the application. **** told me if I was unable to do certain things I cant move in, because the apartments were requesting me to pay a full month rent even though it should be pro rated for July 20 then August my rent would be pro rated. That doesnt make sense and I begin feeling uncomfortable about all of this. **** told me I would be refunded and it is no problem to cancel the application if I cant do certain things due to things with my family. I called to find out what is going on with my check on July 15 and I was informed by **** they told him I cant be refunded even though he sees no problem and he say I can be refunded he is there to help. The company is trying to steal money from me. I called the company and spoke with *******. She wasnt very informative and kept hanging up on me. They have several complaints about with holding tenants money. I never signed a lease. I never moved in and I gave them plenty of legal notice with authorization from the apartment building manager. I would like my $500 deposit refunded. The unit has been re rented and I never signed a lease for the apartment.

• Initial Complaint

  Date:05/07/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 the third roommate at **************'s Apt 3020. To be added to the lease, I paid one of your employees at ************** - $150 on July 17, 2023. They specifically asked for CASH, not a money order or certified check, which I found questionable. They registered my car for parking and only asked for the current roommate's ID, which I emailed. I filled out the application to be added to the lease and provided my ID. I never heard back about approval or any update. One of the employees kept the money.When we moved out, we did a final walk-through with one of your employees. We agreed on the paint (which is normal wear and tear and by FL law should NOT be deducted from the security deposit). No one discussed anything about laminate or cleaning. There was NO damage to the floor & the apt was CLEANED.We sent an email to the office on 02/01/24 with the mailing address to which the security deposit must be mailed. We sent the office >20 emails asking for an update on our deposit over the last 4+ months. April 4 we called the office, and they asked to send an email. On April 6 they told us the refund process started but we had to wait 10 days. April 11 we were notified that the check was ready! This is 3+ months from the time we were supposed to get the check which violates Florida Statute ***** ***** day limit. We went to the office in person on April 12, 24 to pick up the check. They have backdated the refund, illegally withdrew funds, and proceeded to write on the deposit the mailing address of ***************** - the apt we moved out on on Jan 30, 24 & no longer had the keys to access the mailbox. They pocketed directly & this mandates IRS ************* Dade County Investigation of the Melo Group. Not sure the corporate office is aware of the fraud that is happening on a smaller scale. I discovered multiple online groups of former tenants discussing the same problems.

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 lived at **************** since 2013; since 2018 I have lived in apartment **** until I recently moved out April 2023. Prior to my moving out date, I reached out to the first desk and even though I had not painted, I asked if I needed to give the apartment a fresh coat of paint prior to the inspection, his response was "you are going to be charged for painting whether you paint or not." My inspecting walk through was April 28 where the representative stated my apartment was one of the "best he has seen" and I was only going to have the "normal cost of painting deducted from my deposit of $1950 in addition to my last months water bill." *** apartment has NO major damage, just normal wear and tear. ***re are small scuff marks on the walls without holes, no broken cabinets, no broken tiles, a clean carpet. I signed the walk through paper and waited for my check to be mailed. Come to find, I am not receiving ANY of my initial deposit as apparently I am being charged a $300 non-refundable deposit, $600 worth of paint, $300 for a kitchen cabinet, $720 for a bathroom cabinet and $80 for oven cleaning. When you calculate the charges I end up owing this company $106 to move out. Under ******* law, you can not take money from a security deposit for normal wear and tear which is exactly what my apartment has, in addition you can not take money from a deposit for cleaning costs such as "oven cleaning." Additionally, I am still trying to understand what kitchen cabinet needed to be replaced and where the $720 for a bathroom cabinet went as there was no broken cabinet. This was not what I had agreed to when I signed the paper with the office person when I did my walk through. I have contacted the office and was told there is nothing they can do. This is a total scam and actually ILLEGAL. All of this after a ceiling tile fell on my head in the elevator causing me the go to the hospital in their elevator which I was never compensated for nor never sought out retaliation.

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 lived at this building since 2019 and rarely the three elevators work. Quite often, I have to walk up 28 floors to my apartment because the elevators are down. We have reached out to the Fire ********, the ************************ Mayor's ******* Commissioner *************************, and they all have responded; unfortunately, the situation continues and nothing the residents say or do works. Right now, there's only two "working" and 70% of the time, the one on the left is out. The middle one it's been out of service for about two weeks, after only a week in service! I noticed the elevator' mechanics took the motor away as I was returning to the building when they were bringing down the one-ton motor inside the left elevator, and the weight was so large that the elevator dropped several inches beyond the floor. Is it reasonable to load a one-ton motor into a passenger elevator? Isn't that jeopardizing the integrity of the system? I fear this situation will end in a disaster that could be prevented if the Melo Group adequately repair or replace the elevators. My rent has been increased by $500 over the last two years and the owners of the building are not delivering the services and amenities we signed for when we signed our Lease Agreement. If we don't pay the full rent we receive an eviction notice; however, they don't provide basic services and jeopardize our safety and nothing happens? **** should completely overhaul and replace the elevators, or at least hire a competent elevator company that can fix the problem. If not, they should fairly reimburse the tenants, or decrease the rent due to the lack of the services we're supposed to receive. One of these days there will be a disaster at **********, or someone will die because elevators were not available to transport a resident to the Emergency Room. Sadly, I will have to say, "I told you so". I can provide copies of my numerous emails to management and the city departments we reached out to.

• Initial Complaint

  Date:03/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 people from melo group at downtown 5 located at ***************************************, office located at address:************************************************************** phone number:************** This people went to my apartment saying they will repair the air conditioning , when they knock the door it was management asking weird questions. I have my niece in my house she is divorcing. I was at my job and they questioned my niece about who was her and where was I , this is so ridiculous. Later on they put a paper at the door like a 3 day notice paper with $2900 and $500 that I have to pay or move out. They say in the paper that I did airbmb or something like that. This is crazy just for my niece visit my house and stay for a couple of days. I went to the office downtairs and they sent me to the principal office. They were really rude to me they made me cried they discriminate telling me cuban later that day they sent an email saying they will not removed that money that I have to pay for that even thougt i went there I talk with them , they say I have to vacate the apartment or they will send me to court this is so ridiculous I feel so frustrated. I am not the only person this melo group make this and this is so malicious.

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am completely desperate for this management from square stations apartments. No one from the front desk ever knows or does anything... I have 2 main problems.1. The elevator has been damaged for more than 2 months and there is no one who can give you a reason, no one knows anything, apparently these people who work there have no idea of anything.2. Today, February 9, I was towed in the parking lot of the building when my car has been registered for more than 5 months, the valet parking excuses themselves saying that the car did not have the famous "sticker" but the real reason It is not a secret for any of the tenants, it is that the people of the Valet of the building are thieves and have an organized business with the towing company. The reason why I don't have the sticker is because I don't know how expensive the paper must be but the building has been out of stock for about 6 months. I must be going down to get an extension on a printed sheet, this is the first month that I don't go down for this paper and BOOM they steal me, no one responds. They must take care of having the tools at the moment I PAY for them. I paid 6 months ago for a **** sticker that to date they have not given me. I need a solution for this case... Melo group must have a customer service system because the email they gave me is the same one that the front desk people answer, as I said they never do anything in those offices.

  Business Response

  Date: 02/09/2023

  We have experienced problems with the elevators. The manufacturer company, Thyssenkrupp, from *******, doesn't have the necessary spare part to repair them. We are behind them, following the process, but we depend from them for solving the problem. We regret all problems suffered by our tenants and we continue working to solve with the manufacturer company.

  Regarding the parking sticker, I would like to inform that it is free and we always have in stock. It is important that the tenants have this sticker in the cars for security matters.

  Regards

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 19372560
  
  I am rejecting this response because:
  As I mention in the first message I pad 50 dollars for a sticker that I never received, you dont even know how the management from the building is working clearly! I suggest call your team first to make sure everything is working how is supposed to work. My car was towed because I dont have the sticker but my vehicle was register in the ************** association, who is going to be the responsible for this !!!! 
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/13/2023

  *****************:

  The sticker is already in the porperty manager's ************** can pick up from 8:00 AM to 7:00 PM free of charge.

  Regards

  Mximo Cuesta

• Initial Complaint

  Date:05/21/2022

  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.

  The Melo Group and its management at ************ have engaged in unethical practices for the entirety of my lease. First, they attempted to make me pay a deposit and monthly fee for my service animal which is so illegal. I provided my documentation & explained that it was against the law to require extra $ and they basically said too bad. I ended up filing a complaint with HUD. When signing my lease, a man took me into a closed off back storage room, was extremely rude and hostile, & when I got uncomfortable and asked to speak with someone else he said I wasnt allowed to talk to anyone else. Second, the fire alarm goes off on the 15th floor multiple times a week at all hours. Instead of spending the $ to fix the problem, management put notices on all 15th floor residents that theyre being fined $500 for disassembling the fire alarms. Because I had never touched the fire alarms in my unit, I went down to the office to dispute. They basically said they werent actually planning on fining anyone and instead, this intimidation tactic this was their way of finding out who actually did it (its an electrical issue, not a tenant issue). Lastly, we got our lease renewals and I made a post in a ******** housing group to find a new roommate for my current roommate so they could renew together. The post specifically stated it would be a new lease, beginning after the end of my current lease, to make it clear this would not be a sublet. My ******** post somehow ended up on Airbnb (Confirmed to be fraudulent by Airbnb themselves) using all the same pictures I posted on ********. Despite Airbnb confirming my account was not associated with the posting, and providing all evidence, management is charging me over 3k in bogus fines. Their response is an email in all caps WE HAVE ALL THE EVIDENCE WE NEED. SEE YOU IN COURT. Its almost laughable if it wasnt so illegal and obviously predatory. Ill be surprised if anyone is going to get their security deposit back.

  Business Response

  Date: 06/16/2022

  I will try to answer the complaints in the same order.

  1) Tenant never said in the application that se had a pet. She has to submit the documents, including vaccine certificates and we will proceed according.

  2) We don't have storage room for working. We have very nice and illuminated offices.

  3) The fire alarm was active on purpose for some residents. We only warning to the tenants in the **** 15th that is illegal to activate the alarm without cause and doing this they will be punish with a fine. The fact is that the complaining tenant never was fined and this what it counts. The superficiality of the judgments about whether or not we spent enough money, indicates the lack of evidence for such a complaint.

  4) We have the evidence that this unit was offer in Airb&b, which is by contract absolutely forbidding. It is not a intimidator tactic. It's a contract clause in a specific addendum.

   

   

• Initial Complaint

  Date:05/20/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The management by Melo Group of their property at ************ Apartments located at *********************************************, has failed to address issues such as cracking of the walls, floorboards breaking upwards, appliances not being repaired. In addition, they have failed to provide me with a copy of my lease, the amenities were not available for the first 3 months of my lease as promised in the lease, they did not allow me to view the unit prior to me signing the lease (it was then found that the window had a massive crack among other construction that was not up to par), they fail to communicate when money will be taken out of my account (this is in regards to direct payment of utilities), they fail to respond to emails and phone calls both to the management office and their primary office, they fail to resolve many issues that I have emailed multiple times and communicated in person. They are now requesting an increase in rent even though I am still living in a damaged unit.

  Business Response

  Date: 06/15/2022

  Dear Sirs:
  After reading the many, many problems this tenant has faced, I can't understand why she is complaining for the rent increase when the end of the contract is the right moment to leave the building. This is not a cynical answer. Our effort is to get the knowledge what the tenant really wants. And the real problem seems to be the new rent.

  The building is a new building and usually the new buildings do not open with all the amenities, services and equipment working in properly way. We solved all the problems, we opened the gym, and repaired the brand new appliances that didn't work, and all details that weren't finished. We also responded to the urgency of our clients to move as soon as possible. Last, we have to consider that this is a building with **** units, which means a lot of details that we need to adjust and we only can detect with the use.

  Finally, the contract is available to her. Regarding that "they not allow me to view the unit prior to signing the lease", as is we were hiding something wrong, the tenant may be forgot that she signed on 07/17/2021 a "Property Condition Move In Checklist" confirming that everything was right, from ceilings, walls, windows, blinds of each room, to cabinets, appliances, mirrors, etc. in the kitchen and bathrooms.

  We invite her to talk to the manager property in the building, whose office is open from 7:00 AM to 7:00 PM.

  Regards

  Mximo Cuesta

  Customer Answer

  Date: 06/15/2022

   
  Complaint: 17235132
  
  I am rejecting this response because:

  First off, I have brought up this complaint to property managers in person multiple times and none of them have fixed any of the issues. Second, the checklist you mentioned was given to me after I was forced to sign the lease and that paper and was told to email them what issues were in the unit so they can address them. The only one that was addressed was the blatantly broken window which was only repaired over a month later. Third, the floors issue has still not been addressed. I have put in multiple complaints and emails to the management office who told me they cant do anything, only the main office (aka Melo Group) can address it. This is why I put in the complaint. 
  

  My primary issue is the fact that there is no communication about anything (including the multiple times that amenities were closed down for some reason) and the lack of respect for tenants who actually pay rent on time and not causing problems. This building that they are managing is currently going through multiple evictions but they would rather have the good tenants leave on top of that because they fail to provide a reasonable alternative. There is a blatant lack of respect in this letter and is very obviously the problem in your business operations. No wonder your company is currently going through multiple lawsuits from your other properties. 
  

  I want to be moved into a new unit at a discount given your lack of respect and attention to the pertinent issues.

  
  Sincerely,
  
  ******* Dimitryuk

  Business Response

  Date: 06/28/2022

  
  Dear Sirs:

  I hope that this letter ends this discussion, which is only focused on a request for reasons that have nothing to do with said request.
  
  The tenant is looking for a change of unit, at a reduced price, for an alleged lack of respect. We absolutely deny such disrespect. And even in the event that it had accidentally existed, with due humility we ask for your forgiveness. But it is necessary to clarify that this is not an item for which we give discounts on our rents.
  
  For the knowledge of the tenant, we clarify that the anti-hurricane windows that this building has, have a complicated manufacturing process, that they are tailored, not cut from larger pieces, that they are manufactured outside ***************** and, therefore its change takes between 15 and 20 weeks.
  
  Finally, it is also necessary to clarify that we do not "force" anyone to sign a lease. It is a voluntary act of the parties freely exercised. Also, the tenant improperly mixes certain eviction processes (she must know that it is our right exercised through a judicial court), with advice on what we should do with good tenants and future lawsuits, making a "salad" which have nothing to do with the specific problem of your letter ( get a unit at a reduced price), and only demonstrate the baselessness and emptiness of their complaints.
  
  With this letter we end this process. And we request that the tenant speak with the property managers office as she has done requesting a unit change, which shows that there is no such lack of communication.

  Sincerely

  Mximo ****************

  Customer Answer

  Date: 06/28/2022

   
  Complaint: 17235132
  
  I am rejecting this response because:

  They have ignored the fact that I still dont have a lease and when I went to the office multiple times, they keep telling me that they dont have a copy to give me. I have gone to the office multiple times about my floors (which **************** has continued to ignore in his responses) that are in violation of building code in their current state. All I ask is to be moved to a new unit which the management office has been promising me since December. 
  

  I also do not understand why **************** is the one responding to these messages given that he is not a property manager for the company nor for my specific building. Therefore his ignorance is understandable given he has probably never even stepped foot into the building.

  I have spoken to my management office in person (specifically with Jimena) and through emails (which again have never gotten a response) dozens of times. I have been physically at the office every day this week. To say I should just go talk to them is completely ignoring the reason I reached out to the BBB in the first place. If they were able to help me, I wouldnt have written a complaint here. Instead, they either tell me to wait till Jimena gets in the next day or until the main office (to whom this complaint is addressed to) sends me a copy (which again I still do not have). 
  

  I will reiterate that I have been a perfect tenant the entirety of my lease given I have paid my rent on time always and never had a fine or violation. The very least I ask is someone who actually understands my situation responds in an appropriate manner instead of ignoring the whole point of my complaint and basically telling me to leave if I dont like it so much. I have been trying to leave to a new unit for MONTHS now. I want to get a response from someone who actually knows whats going on in the building instead of ignoring and blaming everything on me like a child.

  
  Sincerely,
  
  ******* Dimitryuk

  Business Response

  Date: 06/28/2022

  Dear Sirs"

  No more comments about this case on our behalf.

  Regards

  Mximo Cuesta

• Initial Complaint

  Date:05/19/2022

  Type:Sales and Advertising 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 submitted an application to one of their buildings and I was approved. I decided to turn down the offer and they refused to refund me my security deposit. I had to get an attorney involved and they refuse to answer.

  Business Response

  Date: 05/20/2022

  We need to know the building name and unit in order to answer this complaint. Please, provide this information and I will answer.

  Regards

  Mximo Cuesta
  

  Customer Answer

  Date: 05/20/2022

   
  Complaint: 17223289
  
  The building is 22 plaza corp at ****************** unit 1504. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/03/2022

  Dear Sirs:

  We need to know the building and unit where the applicant applied in order to check his specific case. But in general, we reimburse the amount that would be apply to the security deposit (usually $ ******) if the applicant cancels the application in 72 hours after being approved by the ***************. If the applicant cancels after 72 hours, he has the right to use this amount in future rents in any of the building of the group. This is written very clear in bold letter in the application, just above the signature of the applicant.

  We are available to answer more questions about it at ***********************.

  Regards

   

  Mximo Cuesta