ComplaintsforThe CAM Team, Inc.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called to report a on going safety concern and was hung up by the office staff and I just wanted to know when it would be cleaned up to prevent any ongoing injuries.

  Business response

  01/17/2024

  When **************** contacted our office on the morning of January 17, **** he was told by our office that since he has contacted an attorney regarding this issue, we cannot speak with him. He was advised that he should have his attorney contact the Association attorney moving forward. At this point, he became very irate with our staff, started yelling and using fowl language.As our employee was trying to explain to **************** that she could not speak to him, he kept yelling at her and would not let her speak. She then explained she would disconnect the call if he continued to yell. **************** did not stop, and our office ended the call.

  **************** called our office again and left a voicemail ******* and curing in the voicemail. Under no circumstances should our office staff be treated in such a way, nor should they have to listen to it.

  The safety issue **************** is concerned with is being dealt with today.

• Initial Complaint

  11/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Every month I pay an HOA fee of 333 and I am timely and have full documentation of payment. This month it is over $1800! This condominium is now a ghost town. Something shady is definitely going on here. I will pursue legal action if this assessment is not dropped immediately.

  Business response

  11/02/2023

  Please see the attached documents that have been attached. The Document titled "**** * ** ******* ******" was mailed to each homeowner 14 days prior to *** ******* ********** meeting, this document shows the cost of *** ******* ********** for each unit owner. *** ******* ********** was placed to replace multiple roofs in the community and was issued to each account November 1, 2023. We have the account ledger that shows the new special assessment as well. *** ******* ********** was also a decision made by the Board of Director's of *** ****** ** *** **** *********** ***********. This was not a decision made by The CAM Team.

• Initial Complaint

  08/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  on 8/8/23 CAM Team mailed a Violation Notice to me which I received on 8/18/23 (it may have spent time in the mailbox since the community chose group mailboxes). That Notice states that I have a violation called "Landscaping - Dead Grass". It quotes ******* ** *** **** in the HoA covenants but does not specify what the conditions of resolution are, it merely sets the expectation that it will be corrected within 3 days (3 days from mail? 3 days from receipt? unknown). Mail states to contact CAM Team via email or phone. I contacted them via email on 8/18. they replied asking for more information on 8/18. I sent them the requested information on 8/18 and have not received a response yet. I asked for an update earlier today via email and got no response so I attempted to call. The company now forces you to leave a voicemail and have them call back which, you guessed it, they never called me back even though in the voicemail message it says that they will return calls until 5PM. I can find multiple violations to ******* ** *** **** in the common areas surrounding the community pool. I've attached the image provided to me in the violation mail, I have edited it to remove my address and the **** data from my phone.

  Business response

  08/22/2023

  Good morning,

  *** ***** **** ** ******* ********** ********** *********** holds a contract with each individual owner (the attached Covenants and Restrictions). A letter was sent on August 8, 2023 for the residents few dead spots towards the front of his lawn. The letter was sent with a cure date of three days, while it should have stated 14 days. An email was sent today August 22, 2023 stating that we would reevaluate his home to ensure that the yard is being taken care of. As for the spots in common areas that the resident referring to will be addressed with the landscapers and will actively be remedied. All we ask is that homeowners inform us what they are doing to actively remedy the violation. Also, a phone call was returned to the homeowner yesterday (Call log attached). If an email is not responded to immediately we will get to the email as soon as we can.

  Thank you.

  Customer response

  08/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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.  Attached is the email in which resolution was reached. Thanks to BBB and CAM Team for the resolution. I think we both should do better.

  Regards,

  **** *******

   

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Not sure where to start with this company, because there are way too many issues. We live in ********* ******** ***********, in Jacksonville Florida,which is “managed “ by The Cam Team. Before they took over, this place was well maintained. There were no issues. Now this place went down. They have not replaced the mulch in the backyard for years, and yes this is their responsibility. The grass in our front yard has not been replaced in a very long time ( not only hours, but all neighborhood). The pool is always dirty and unsanitary, is been closed by the health department so many times. Every time we are reaching out to the office, they are extremely rude, and ignoring our requests. There are many safety issues and concerns, they don’t seem to care. The street lights in our neighborhood are none existent, we only have a few, is very dark, which makes it unsafe. In the back there are some but not enough to make it safe. The trash pick up is horrible, they are leaving behind trash, for example big boxes or pieces of furniture, and they never come back to pick it up. We are paying for the trash pick up so we expect it to be picked up. I had a small smoker that I put outside to be picked up, and it was left outside. Every single person that works in the office is rude to say the least. We have some branches from the trees in the back, that we asked for over a year to be cut, because in the event of a storm is very dangerous. We reached out, myself and the neighbors, we called, we emailed and we were ignored. Recently they raised our HOA fees $50 more a month, which is ridiculous . Less than a year ago they increased $25, but they don’t do anything in our community. We would like to have the mulch in the backyard replaced, same as the grass, the outside lights just to name a few. If large objects are left to be picked up, then they should do so. This is a horrible company, and all the employees don’t seem to care about our issues. There are way too many issues in our neighborhood! No maintenance at all, but they raising monthly payments so much! Is ridiculous! This company is the worst company ever! They need to step up and take care of our community . There’s no reason for such huge increase in such short time, especially when NOTHING IS IMPROVING IN OUR COMMUNITY!

  Business response

  01/18/2023

  The CAM Team has managed ********* ******** ***********s since 2010.  This homeowner moved in during 2009, and the Board selected The CAM Team as the new management due to dissatisfaction with the previous company.  The management company works in partnership with the Board of Directors to take care of the community.  We do not have authority to install mulch, grass, etc. without Board approval.  During the past year, the Board has had the trees trimmed behind this homeowner's unit, the gutters have been cleaned and dead bushes were removed throughout the property.  At the last meeting, the Board discussed getting proposals for the springtime for landscape enhancements.  All of the roofs throughout community have been replaced over the past few years and new lights were put on the fronts of the building.

  We work closely with vendors, such as the pond company and the pool company, to make sure issues are handled.  Sometimes repairs require a part and may not be taken care of as quickly as a resident would like.  Trash expenses have increased substantially over the past year.  Larger items should not be left outside without notifying the management company first to make sure the item can be picked up on the next trash day.  Street lights are a JEA issue and should be reported to JEA.  As a courtesy, if we are provided the pole number and location of the pole, we will contact JEA for the resident.  

  Assessments were not increased $50.00 per month this year.  From 2012 through 2023, assessments have gone from $224.00 to $273.00 per month.  From 2018 through 2021, assessments remained unchanged.  Inflation in 2021 was 7% and was 9.1% in 2022.  The nation went through a pandemic and everything, including hourly wages for workers, increased.  For these reasons, the need was evident for an increase ($23.00 in 2022 and an additional $25.00 in 2023).  The budget is still utilizing a prior year surplus to make sure all expenses are covered.  A budget meeting is held each fall to determine assessments for the next year.  The Board makes the decision as to what the assessments will be based on previous year's expenses and projected expenses for the upcoming year.  This homeowner did not attend the budget meeting to find out the reasons assessments were increasing.  As stated previously, trash removal fees have increased substantially, insurance costs in Florida have increased due to hurricanes and reduced carriers offering condo insurance, increased replacement costs for buildings driving the insurance costs up, as well as increased landscaping contractor costs. 

  The CAM Team does its best to address homeowner concerns, but sometimes frustrations with the situation make it difficult for the homeowner to understand that The CAM Team can not make the decisions.  I encourage this homeowner to attend meetings when announced and share concerns with the Board of Directors and the Manager.

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, I have been having a roof leaking problem in my condo for the past 3 years. I reported this problem to the management company (The Cam Team, Inc) but the issue has never been solved. I also have a black mold problem because the roof is leaking. I have asthma and I am afraid to get sick. The management company is The CAM Team **** **** ****** ***** *** ****** ***** ******* ***** Phone: ************ Fax: ************ Email: ********************* I really appreciate it if you guys can help me with this issue. ****** ******** **** ** ****** *** **** * ************* ******* ***** ***** *******

  Business response

  10/20/2022

  To Whom It May Concern, 

  The CAM Team, Inc works directly for The Board of Directors for each community. The community in questions has a protocol for roof leaks that our office has to follow. Once a roof leak is repaired, then the Board of Directors approves a company to come in and repair the drywall. 

  Anytime a leak is reported, our office follows this strict protocol. We push and follow up with vendors to make sure each work order is a priority and Mr. ********'s is no different. 

  This leak has been reported and the vendor does have it scheduled. Once the leak is repaired, Mr. ********'s drywall will also be repaired as per the directions from the Board of Directors for *** ****** ** *** ****. 

  Thank you!

  Customer response

  10/21/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: This is an issue that I have had for the past three years. It is not new, I have been reporting this issue to this company in various ways (emails, calls, pictures), and it is always the same answer "we will create a work order" The roofing company has not fixed the problem in 3 YEARS. I am terrified of my health this problem has become a mold issue.

  Regards,

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

  Business response

  10/28/2022

  The answerer is still the answerer and there is no other answerer. The CAM Team does not spend the Assocation money without Board approval. We do not have the authority to order work without the association approval. The Board does respond every request that is made. We must us licensed vendors for repairs. We do not set the vendor's schedule. Again, this is the answerer I am sorry for his problem, but I am not in control. We are a vendor and only a vendor. 

   

  Thanks,

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January the management company. the Cam Team whom manages The Colony at San Jose condominiums was informed of a roof leak in my unit and the unit above me. The board of directors were also informed that the new roof that was installed 2 weeks prior had been leaking and my unit has never leaked before. I have sent numerous emails, pictures and texts and have not received a response from either party. It is now a month later and I have a lake and waterfall in my bedroom. Water underneath my floor planks and an entire wall of water pockets and constant rainfall.

  Business response

  03/14/2022

  RE Complaint: ********

  
  This is a response to the above-mentioned complaint filed by ******** ******.

  
  First, The CAM Team works at the pleasure of The Colony at San Jose Board of Directors. We are not authorized to spend Association monies without the approval of The Board of Directors. The Board controls all funds in the accounts. We have absolutely no authority to do work that is not approved by the Association Directors. Please know that there is nothing more that we could have done than what we did in the balance of this email.

  
  On 1.12.2022, a work order was created for a bathroom clog that was reported to a Board member who then conveyed that The CAM Team. This is a separate issue than the complaint.

  
  Once our office received the first complaint that the roof to building 31 had a leak, a work order was created and sent to Tillman Roofing, the contractor that replaced the roof. This was done on February 9, 2022.

  
  The first time our office received correspondence from Mr. ****** in regards to a roof leak was on 3.10.2022 and at that point the roofer had already been made aware, due to the heavy winds and rains there was no way they could get on the roof at that exact moment.

  
  On Saturday, March 12, 2022, Tillman Roofing had contractors on the roof and repaired damaged that was caused by a tree limb.

  
  Today, March 14, 2022, Mr. ****** was informed that a work order would be prepared and sent to our drywall repair company to repair the damaged drywall in his unit, which is the obligation of the Association.

  
  Mr. ****** also referenced “stucco cracks” during a meeting today, which I have already informed our maintenance employee to inspect and provide photos.

  Customer response

  03/14/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Regards,

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

• Initial Complaint

  03/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Payment for annual HOA dues were mailed on December 15, 2021 and due by January 1, 2022. The CAM Team has since charged a late fee of $25 plus interest due to the check being destroyed in transit and them not receiving timely payment. The CAM Team claims they notified us via phone call to the phone number on file ************ on December 30, 2021, and via mail on January 1, 2022. Per The CAM Team, we were also notified by mail on February 22, 2022 of the collection fee being imposed, all of which we never received. Per my discussion with the office manager, they are unable to waive the fee due to the HOA already paying the fees, and the HOA, in turn, will seek collection of the fees. Attached is a copy of the office number for The CAM Team, and all the calls outgoing and incoming for the phone number ************ as evidence that no call was indeed received on December 30 as they have documented. Unfortunately, I'm unable to prove that the mailed notifications were also inaccurately documented, but believe that due to no notification of the check being destroyed and payment still being due we should not be charged any fees. HOA dues were paid on March 11, 2022, however I'm seeking assistance in resolving this problem and propose submitting payment for fees only under the condition of a credit, of the same amount, being applied to next years HOA dues, or The CAM Team's assistance in waiving the fee.

  Business response

  03/14/2022

  On 12/10/22, 2022 Annual Assessment statements were mailed out to all homeowners in the **** ***** Community. Included with the statement was a copy of the Collection Policy for the community. It very clearly states that after 25 days past due there is a $25.00 collection fee applied to any late account, in addition to any late fees and interest which are charged in accordance with the community's documents. As the management company, we are hired by the Board of Directors to protect in the Association's interests which includes collecting on any delinquent accounts. The homeowner's check was received by our office and was destroyed in transit, only half of the check was physically there. On 12/30/2021, the check was mailed to the homeowner with a note that said that the check was destroyed in transit and to please resend payment. Due to being destroyed the check was never processed, and never cleared the homeowner's account. We changed the homeowner's status to pending payment to ensure they were not charged a late fee for the month of January and to ensure they had sufficient time to submit their new payment. When no payment was received by February 22, 2022, a collection fee was charged and a first warning letter was sent. Collection fees are a direct expense to the Association and cannot be waived. A late fee of $25.00 was not charged to this homeowner as a courtesy and we are willing to waive the $.85 interest, as explained to the homeowner when they came in, however we cannot waive the collection fee. 

  Customer response

  04/12/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: The phone call in March was the only notification we received after the fact. You have yet to address the phone call you supposedly placed that didn’t reflect in my call log. Furthermore, I received the mail notice only AFTER I made the complaint on BBB. In summarization, I’ve proven no phone call was placed to give me notice of the damaged check and also I find it very suspect that I didn’t receive the mailed notice, that was supposedly sent back in January, until after my complaint in March to BBB.

  Regards,

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

  Business response

  04/13/2022

  We stand by our original response. A copy of the check and notice to reissue payment was sent to the owner when we received it as damaged. Homeowners are ultimately responsible for ensuring their annual assessments are paid in full and on time.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have paid the association fee, confirmed by VyStar via Bank Statements on 5/28/2021, in the amount of $190. However, the Association states that the amount has not been paid and therefore are charging me interest and late fees for the amount they state had not been paid. They are sending me reminder notices and final notices regarding this matter. I have bank statements proving that the amount was withdrawn. Every time i habe attempted to call and discuss the matter, I am treated horribly and not given a chance to rectify this matter by sending the bank statements proving that I paid my dues. I am being harrassed and discriminated against due to my accent. Please help me rectify this matter. My name is ******* **** and my husbands name is Agron Toci.

  Business response

  03/01/2022

  *** **** emailed our office October 27, 2021 disputing her past due balance. She sent screenshots of her bank account showing withdrawals being made as ACH payments. As explained to *** ****, we needed her to contact her bank to obtain a copy of the physical check that was sent by them to ensure it was presented for payment. She was instructed to reach out to her bank and have them submit a copy of the front and back of the checks and have them sent over to our office so we could locate the payments and ensure they were received and not returned. *** **** confirmed that she would reach out to her bank and do this. Nothing was ever sent over to our office and we were unable to verify any payments were made. On February 25, 2022, we reached out to *** **** to advise her that we cannot clear her account until the proof of payment is received. She responded that she paid online and had sent bank screenshots. Again it was explained to *** **** that the bank sends a physical check and we needed the copy of the front and back. *** **** said she would reach out to her bank to obtain this information and would send it over. As of today's date, nothing has been received and we are unable to assist *** **** until the proof of payment is provided. We have done numerous searches in our system for the amount she submitted she paid during the timeframe she states and have nothing showing these payments were received. We are happy to assist *** **** as soon as the required information is received.

  Customer response

  03/03/2022

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

   

  Last night I spoke with a representative of vystar billing department and they will fax again the copies of two checks within 24-48 hours to Brookwood Forest. They're waiting on the back up team to access them, because they were  sent before 6 months. 

   

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

• Initial Complaint

  11/05/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The CAM Team/Bent Creek Homeowners Association is charging our account for non payment when in fact payment was made. Our $350.00 payment was made in January 2021 through bill pay at Suntrust but was returned by The CAM Team in March 2021, unknown to us at the time, because The CAM Team did not have the necessary information to apply the payment to our account. From January 2021 to this date, The CAM Team is charging us penalties and interest for non-payment even charging us $75.00 for 45 Day Notice of Intent to place a Lien on our home. These charges continue to be applied to our account even though the problem of non payment has long been resolved. We have requested a Mitigation Hearing but The CAM Team has refused to respond. In fact, we have received no official response to our many inquiries to The CAM Team regarding this matter. During the period of missing check, from January 2021 to March 2021, we repeatedly made telephone calls, sent emails, and even visited the Orange Park Office to implore The CAM Team to investigate their system, but was refused to enter. We received only the standard reply from The CAM Team during this period that according to the computer no payment had been received. The CAM Team took no initiative to investigate this problem until Mid-June 2021, a CAM Team Representative finally suggested a three-way conversation with us and SunTrust and discovered the payment had been returned by The CAM Team. We immediately sent a replacement payment of $350.00 in June 2021. Since payment was made in January 2021; and since this problem has persisted simply because The CAM Team refused to take the initiative to trace this payment in a timely manner, we request all penalties and interest charges including the Lien charges be removed and our account be again made whole.

  Business response

  11/05/2021

  We mailed monthly statements and also First and Final Warning letters to Mr. ******* beginning when payment was not received in January 2021.  Mr. ******* claimed to have made the payment on 2/25/21.  Several members of our team explained to Mr. ******* that we had no record of a payment.  Our software company searched to see if a payment may have been mislabeled, but could not find anything.  Our bank also searched all transactions, but found nothing.  We tried to email Mr. ******* but the email bounced back.  We tried to call, but the phone number of record was disconnected.
  The CAM Team did not return Mr. *******'s payment.  We use a third party company for credit card payments, which is industry standard.  If Mr. ******* was trying to make an online payment and something was not entered correctly when Mr. ******* tried to make his payment, it would have been rejected by the credit card company and we do not get a record of it.  If Mr. ******* made a payment through his bank, or with a check, and it did not arrive, we would not have a record of it.  We believe that (after receiving several statements and letters), Mr. ******* should have seen that the money did not come out of his bank account, and he should then have agreed to replace the payment.  He did not.  I spoke with Mr. ******* several times, and until his bank representative explained to him that the payment never cleared, he refused to even consider that something went wrong with his payment.  He finally paid $350.00 in June 2021.  At that point, interest and collection fees had been charged to his account.  As per Florida Statute, Mr. *******'s payment was applied first to interest, late fees and collection fees. 
  We, as the management company for Bent Creek Homeowners Association, are charged with the responsibility of protecting the interest of the association.  Unfortunately, collecting assessments is a big part of that responsibility.  We followed the collections policy of the association and Florida Statute, and did everything we could do to make Mr. ******* understand that his payment did not arrive and he needed to make a new payment.
  From time to time, there are owners who's payments are lost, either in the mail or something on-line goes wrong.  When we notify the owners, (either with a statement or a letter), they generally confirm the situation with their banks right away, and contact us, and then and replace the payment.  When an owner contacts us to let us know that there was a mix up with a payment and states that they are in the process of replacing the payment, we place a hold on their account until the replacement payment arrives and no fees are added.  Even after several conversations and many statements and letters, Mr. ******* refused to consider that his payment did not arrive, instead accusing The CAM Team of mishandling his payment, we did not.

  Customer response

  11/05/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:  The CAM Team relayed  a complete and total falsification. 

  Payment was made in fact through SunTrust Bill Pay January 2021.  This fact was provided by me to The CAM Team repeatedly starting in January 2021.  Why did it take The CAM Team until June 2021 to shift positions from defensive mode to problem-solving mode? And, why would I routinely send an additional check when the original payment had cleared my bank? Answer: because it does not make sense.  The CAM Team just routinely checked the computer for posting and when it was not there they did noting to investigate the problem, but instead allowed the system to routinely charge me interest and penalties, and callously threaten to place a lien on my home while, benefiting from the charges each month.  Again, why does none of this makes sense?  Answer:  because the The CAM Team is lying.

  Now this is pitiful.  The CAM Team claims they could not reach me.  My telephone number has been the same for the last 30 years.  It serves as my home phone and also serves as my business phone.   It is always online and if it was temporarly off line, it was only for a minute.  I have record copies of at least 3 emails I have sent The CAM Team concerning this particular problem alone.  Remember, I am a customer of The CAM Team, why not drop a line to me at my Bent Creek residence?  Better yet, if The CAM Team is so good at what they do, why not just stop by to see me concerning this problem like I stopped by The CAM Team Orange Park Office?   Answer:  because it does not make sense.  The CAM Team is lying.

  "The CAM Team did not return Mr. *******'s payment..."  This statement is superous and shows a lack of responsibility, accountability, and coordination by The CAM Team.  The statement shows a clear-cut shifting of responsibility...finger pointing.  The system worked just fine in this case...the payment was made by SunTrust...payment was received by The CAM Team (Third Party) Bank...for whatever reason the payment could not be posted to my account and thus returned to SunTrust.  Once I verified the payment cleared my bank and shared this information with The CAM Team...the Ball was then in The CAM Team's Court...I had no reason to believe the funds would be returned as I have occasionally used this same bill pay method several times over the past 18 years to pay the The CAM Team with absolutely no problem.  Again, I pose the question of why it took The CAM Team 5 months to investigate this problem?  Answer:  because it does not make sense.  The CAM Team is lying.  

  In summary, this matter clearly examplify The CAM Team's negative approach to customer service and problem solving.  As long as The CAM Team could take a few seconds to see that the payment was not posted in the computer they took no further actions other than to give out the standard sorry and lame response that no record of a payment received.  This experience has shown that Good Aggressive Customer service is not important to The CAM Team as long as they can hide behind the State and Bent Creek Association laws and benefit from allowing the system to go unchecked in racking up monthly interest and penalties charges to me.  Apparently, The CAM Team jobs are not at stake, there reputations are not on the line, money is not coming out of their pockets, so they do not care.  It appears that the CAM Team's philosophy is to make it the Customer's fault.  Again, why is there nothing in The CAM Team's overall response in this case that makes sense?  Answer:  because The CAM Team is lying! 

   

   

   

   

   

   

  Regards,

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

  Business response

  11/09/2021

  We stand by our original response.

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