Complaints

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

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  Island Management Group, Inc.

  711 Tarpon Bay Rd Sanibel, FL 33957-3113

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  Island Management Group, Inc.

  16956 McGregor Blvd STE 1 Fort Myers, FL 33908-2938

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:08/24/2022

  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.

  When I rent a condo I expect a clean and functional unit which is not the case in my rental. First and foremost, I am a disabled veteran and my wife is a cancer survivor still on medication and often fatigued. During our entire stay the elevator was non-functioning. We had to climb four flights of stairs with a weeks' worth of goods to unload and load back up five days later as well as every time we left our unit. Help from the owner, American Realty and South Seas who I thought was the owner of the building at the time was just not there. During my stay the only option I was given was they would be glad to call the Fire Department to carry us and our belongings up the four flights of stairs. With my military service connected to spine and hip injuries, I was in constant pain from climbing stairs. It made us depressed that we planned this trip for a year, paid for this trip months in advance only to have the most horrific vacation in our lives. Because of the elevator failure and our pain, we were limited in our movement and we could not follow what we had planned for almost a year. Local maintenance staff said they could not reset the elevator, South Seas said they put in a work request for the maintenance people to repair the elevator multiple times but it would be out most of the day and nights. The only ramp leading to the building from the handicap parking is by no means ADA compliant. I have multiple witnesses and pictures. I wanted to reach out to the owners of the building which I was told by South Seas it is your management company responsible for the building maintenance and the elevators. Our stay was July 25-30 at 4302 Bayside Villas, Captiva FL

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/25) */ I am sorry to hear about Mr Fraziers experience. I am aware of Mr Fraziers report, unfortunately, any request for a refund or consideration of compensation would need to go through American Reality - the contracted rental agent. The guest is renting through American Reality and 100% of all rents/commissions go directly to the rental agency/rental unit owner. While I empathize with Mr Fraziers experience, Island Management is not involved with nor do we benefit from any rental - this is not what our company does. We are an association management company that works on behalf of the community and are in no way connected with the rental company. The owner of the unit that Mr ******* tented is a private home owner of that particular condominium unit. Island Management does not have any ownership in this condo or building (or any condo for that matter). Island Management is involved with coordinating any repair calls that come in for common area facilities (including the elevator). The elevator in this condominium complex did experience downtime during this period. Thyssen Krupp, the elevator maintenance company was dispatched several times to address immediate concerns, however, the repair required an elevator part that was on back order and took two weeks to arrive/installed. The elevator is fully operational. I am not entirely certain why this request would come to Island Management. While I hear Mr Fraziers concern and challenging experience, Island Management did precisely what our company is here to do - there was no delay in the coordination of this repair and took place as quickly as Thyssen Krupp was able to complete with the necessary components. Island Management does not receive any money/benefit/compensation from a rental program and unable to offer a reimbursement/refund. I would encourage Mr ******* to speak with American Reality to see if they can offer any compensation from the rental proceeds that they received through the rental agreement. Another option would be to seek movement to a new building/community within American Reality's rental portfolio. Again, Island Management does not have rental units nor do we own any building/units. In closing, I am sorry to hear about Mr Fraziers experience. I do hope that there is an opportunity to return to Captiva in the future with hopes of having a better experience. Thank you, Stephen ******* Consumer Response /* (3000, 7, 2022/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I find it very unusual that no company actually claims to own the building. The Manager from South Seas gave me the information that Island Management actually owned the building and is responsible for the maintenance of the building so me, the end user deals with Island Management saying it's American Reality who in turn says the owner of the building or those who maintain the building are the ones that need to reach out to me for compensation as well as the owner of the condo who says she has no control over the building maintenance but all or I should say none, want to take responsibility. I have been in Engineering for over 40 years. I talked with maintenance staff at the building as well at the South Seas check-in and they had the ability to reset the elevator at will understanding a "part was on backorder" but the maintenance staff failed to reset the elevator for 6-8 hours at a time. Once a day the elevator would be reset only to have it fail because cleaning crews would block the elevator sending it into a code. Cleaning staff was not properly informed with the issue or how to avoid the elevator failure or this could have been all avoided. To add, with the elevator down for days, garbage and dirty laundry was piled up outside our doors in 90+ degree weather. It was a horrible stay in many ways but Island Management has the most responsibility in this complaint, there was so many opportunities to intervene and make corrections. I stand by my assessment that Island Management...is the responsible party. To add, Island Management did not address the ADA access to the building. I would like to know what efforts are being made for this correction on behalf of those with disability deserve the same access as others. Alastair Jones <******@southseas.com> Tue, Aug 23, 1:22 PM (6 days ago) to me Good afternoon Mr. *******, Please see below: Sarah Doherty Island Management PO Box XXX - XXX Tarpon Bay Road ******** FL 33957 XXX-XXX-XXXX *****@islandmgmt.com www.islandmgmt.com Please let me know if I can assist further Sincerely Alastair Jones Resort Manager SOUTH SEAS ISLAND RESORT 5400 Plantation Road, Captiva Island, Florida XXXXXnagemnt Business Response /* (4000, 9, 2022/08/31) */ I encourage Mr ******* to seek compensation from the company that he paid for the rental. They receive 100% of the funds to provide the accommodations for his stay and have full authority to consider/approve any refund on the rental proceeds that were paid by Mr ******* to the rental company. While Mr ******* May disagree with ownership, I will just reiterate that Island Management does not own the unit, the building, or the land on which this rental sits. They are individually owned units and those units are operated (rented) by rental companies (in this case American Realty). Has he spoken with American Realty to seek concession from the owner of the rental unit? Mr ******* engaged in a rental contract with American Realty and should be working with them to address their concerns. While it may be unsatisfactory for Mr *******, island Management is unable to compensate for a rental service we did not provide, contract, get paid for, or engage with the rental owner. Thank you, *******