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:08/12/2024

  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'm a resident at a condo property managed by Terra Managment Services from 2022 through July 2024. During *********, I reported to Terra using their repair and maintenance portal that our unit had 3 separate roof leaks. These were reported in Oct and Nov 2023. Repairs were not attempted until Feb 2024. I asked for confirmation multiple times from the community manager, ***************************, that all 3 leaks were repaired. ***** only replied that the roof was repaired. We, at our own expense, then completed the internal repair of drywall, mud, texture painting, etc. Now in August 2024, we have been informed by the roofer directly that no order was ever requested to repair 3 leaks and that only 1 was requested for our unit. We've now had our ceiling ruined again from significant water during the hurricane.I left 1 voicemail for *************************** the ** of Operations explaining the situation and requesting an apology and internal accountability. I called back a day later when no return call was received to only be literally screamed at by ***** telling me to never call them again and then hung up on. I never raised my voice. No resident should have to live in these conditions with multiple leaks, then be lied to directly and managed by someone who is incompetent.

  

  Business Response

  Date: 08/13/2024

  Terra Management Services was under contract with ************************************** for a two-year period, July 1, 2022 June 30, 2024.  Our contract is to assist the Board of Directors in procuring contract services as needed.  Specifically, we have no authority or responsibility for arranging maintenance or repairs to individual dwelling units.  Terra Management does not, nor did it do so for ******** Palms, unilaterally act on any maintenance item or owner request without the knowledge and authority of the Board of Directors.  This includes roof repairs.

  When Terra began managing ******** Palms in 2022, the Association was knee-deep in a critical maintenance issue involving the roofs of the condominiums buildings.  The roofs had recently been replaced (prior to Terra) by a vendor that allegedly mismanaged the roof replacement project.  In the 24 months that Terra was involved at **************, we had a record of thirty-two (32) separate roof leak issues that were reported to the Board as well as Terra Management.   Of these 32, seven (7) were related to the unit ******************** purchased.  Each of the repair requests is documented, was reported to the Board, and repairs commenced upon authorization by the Board.  Three (3) different roofing contractors performed repairs on ********************** unit. Terra received a written inquiry from ******************** on February 23, 2024, asking for confirmation that the repairs had been made.  After confirming with the last contractor to make repairs, follow up correspondence was provided to ******************** on February *******, indicating that the roof repairs were completed.   

  In October 2023 and February 2024, The Board of Directors, via their newsletter, provided owners with information on leaky plumbing, roof leaks, and drywall repair, and provided instruction on what to do if a unit had a plumbing or roof leak.  Furthermore, the Association had all roofs of the complexs buildings inspected by a structural engineer who reported that the roofs have numerous areas of compromise and that ongoing roof leaks would likely continue to plague the Association until the roofs are replaced.  

  ******** Palms selected a less expensive management company and did not renew its contract with Terra.  Our final date of service at ************** was June 30, 2024.  All records were transferred to the new management company and Terra has no further management responsibility for ******** Palms, including responding to unit owner emails and/or telephone calls.  As a courtesy, we provide any unit owners who call Terras office with the contact information for the new management company.  Over 1 month after Terra's responsibility for ********************** ceased, *** ************;repeatedly contacted Terra staff members stating that she had reported 3 leaks but only 1 was repaired.  Apparently, she forgot or ignored the fact that she had previously been advised in writing that the roof was repaired. If her unit has additional leaks, she needs to report them to the new management company.  She was so advised.  ******************** report of being "screamed at" is a fabrication.

  The decisions a Board of Directors makes or the guidance they give their designated management is not always viewed favorably by some of the associations members.  People in the association management industry understand that there are times when an owner will be angry, upset, and sometimes unreasonable. In ********************** case, while we have sympathy that the poor condition of the buildings and roofs at ************** has caused ongoing anguish for some unit owners, that is not a situation of our making.  

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22118883
  
  I am rejecting this response because: The business is inaccurate in their details. This is a ridiculous excuse to pass blame and not take accountability for inaccurately or incompetently communicating to the roofing company what repair was needed. 

  Terra managed the website portal and were to communicate the all logged repair and maintenance requests. I was present at the board meetings and the repair of building 3 roof was approved. The ********* would not have approved a partial repair and not a full repair. Terra was who managed the scheduling, communication and processing of payment for repairs with ********* approval. So Terra failed to communicate all repairs needed, identify a quote was lacking these details and repair cost inadequate for the scope, as 1 leak versus 3 even if not an expert would cost more money.

  Then Terra chose to not verify 3 leaks were repaired when specifically asked by us the owners prior to us performing the internal unit repairs. Terra was lazy or negligent in their communication and "its fixed" instead of confirming 3 leaks were repaired.

  *****'s unprofessional actions is what inspired me to reach out to the BBB, so no fabrication of her screaming and hanging up on me when I called to inquire if she had reviewed the records. 

  I request that Terra take accountability for this failure in personnel training, communication and record keeping, which has lead to continued stress, damage and cost for the interior repairs. 
  

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

  

  Business Response

  Date: 08/21/2024

  Terra Management Services maintains that all reports of roof leaks were communicated to both the Board of Directors of ********************** and to the vendor(s).  The roof vendor inspected the roof and provided an estimate of what repairs were needed.  The Board of Directors authorized the repairs.   All 32 reported leaks during the 2 year period that Terra managed ******** Palms were recorded and visible to the Board on the website portal.  As previously mentioned, 7 of the reported 32 leaks were related to ************************ unit and were serviced.  At the time Terra assumed management on July 1, 2022, the Association's buildings and roofs were in poor condition and the Association was involved in a dispute with a roofing company.  The Board spent the next 24-months performing emergency repairs and investigating its options to remediate an urgent maintenance situation.  We state again:  The management company works at the direction of the Board, who are the decision makers.  ******************** insistence on blaming Terra Management Services for ongoing problems with **********************' building structures and roofs is misplaced.  While we understand that she is angry that the roof in her building was in significant disrepair, we simply will not accept that the disrepair was caused by Terra or that Terra was in any way negligent.  ******************** repeated angry calls and emails to Terra's staff, occurring after ********************** opted to not renew its contract with Terra, were misdirected and unreasonable.  Terra attempted to de-escalate ************************ angry approach and, unfortunately as sometimes is the case with disgruntled homeowners, the angry homeowner remains angry and continues to unreasonably lash out.  

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22118883
  
  I am rejecting this response because:

  Again, Terra is not representing facts accurately  I never sent any angry emails  I called and left a single voicemail and then called a second day and attempted to speak with a supervisor  I simply asked if she had reviewed the voicemail and records. 
  

  What leaks existed or were repaired prior to our ownership is irrelevant to my complaint. We had 3 and Terra communicated 1 for repair to the roofing company hired for repairs, which was independent of the *** issues with the original roofing company. 
  

  I have confirmation that the *** board approved repair of any roof issue in our unit.  Terra failed to communicate. And now Terra has excuses and blame for their failures and their employees who escalated not deescalated the request for clarification of actions during the time of their employment.  Im currently traveling and unable to supply any email support documents until September. 
  

   

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

• Initial Complaint

  Date:03/21/2024

  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 a resident at ************** where Terra management is the managing company for the complex. At the beginning of October, I had a water pipe leak causing a big whole on the ceiling. As stated in the bylaws, The management company has to reimburse the owners for some of the damage cause by the leak. They are to cover the drywall. I have been trying to collect the money, but they will not return any emails and/or calls. When I have asked in meetings, they say that they do not have to answer to any of my calls or emails and that the checks are being processed. Every month they say the same thing, that they are working on it. I spoke with the board president, and she spoke to ***************************, the manager for Terra, and she stated that she is too busy with other things and does not have time to cut a check. She stated that all of her time goes to dealing with a roof issue that we have in the complex. My thing is, that she has been working on the same thing for the last 6 months with no time for anything else and bringing no resolution to any of the problems/issues in the complex. Terra management and their employees should be held accountable for all of this. I just want to get paid as it is written on the bylaws of the condominium.

  

  Business Response

  Date: 04/04/2024

  The ************************* not the management company, is responsible for reimbursing the resident.  Terra is merely assists by issuing the check.  Unfortunately, the delay in issuing the reimbursement was due to factors that were somewhat out of our control, however, this should have been better explained to the resident.   As of this writing, the reimbursement has been issued and it should have already been received by the resident.   

• Initial Complaint

  Date:11/30/2023

  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.

  I was a tenant in Grand Oaks where Terra management is hired to do property management.I had been a tenant for 4 1/2 years and never really had issues until January of 2023. Terra management has had my family outed from a neighborhood because of there lies, false violations, harassment and defamation.I was accused of running a business out of my house for a year which is completely false.They lie on violations. They dont attach pictures to their violations ( no proof) just allegations. They flooded ***************** with violations to hurt relationships with *****************.This is what they do. If a hoa does not want you there they have property management company harass you and make you to be a bad tenant. This messed up my image with ***************** and also some neighbors.I would recieve violations for the smallest things while homeowners dont receive violations for anything ( I have pictures for proof).One of their employees called my a ******** a** and get back in my house.He told me he was going to get me for as many violations as possible (I have it on video).The company has written me up to 9 violations in one months time.And they do this so eventually the rental company will have to do something.I do not hold ***************** responsible, I hold Terra management responsible for defamation that has hurt my character.

  

  Business Response

  Date: 01/08/2024

  ***************************** was indeed a renter in the ******************************** located in ************, **, leasing a single-family home from owner Invitation Homes. Terra Management Services assumed management responsibility for the homeowners' association January 1, 2021, and was contracted to perform site inspections once per month.  At that time, the ***** of ********* expressed concern regarding non compliance of the community's deed restrictions:  Parking commercial vehicles on the property; storing jet skis & boats in the yard; and substandard landscape maintenance (weeds in plant beds, overgrown grass along the side of the house structure, untrimmed grass/weeds along fence, untrimmed palm trees, and overgrown bushes, failure to mow the lawn). The ***** of ********* instructed Terra Management Services to aggressively enforce the deed restrictions with the purpose of compelling the owner/renter to correct the violations, and actively provided Terra with information on ongoing violations of the community's deed restrictions during the next 24+ months.
  

  The owner received 24 compliance notices between February 2021 and June 2023.  Proper notice was provided and fines were levied.  Despite the numerous letters and fines, the occupant refused to correct the restrictions violations.  In October 2023, a meeting was arranged between the ***** of *********, the Terra manager, and a representative from Invitation Homes to be held at the subject property.  **************** was invited to attend, but declined to do so.  At the October 12, 2023 property meeting, Invitation Homes verified the storage of jet skis and boat, as well as the landscaping items, and assured the ***** of ********* that the violations would be corrected.  Terra Management Services nor the ***** of ********* were involved in any subsequent interaction occurred between the property owner, Invitation Homes, and their renter, ****************, other than the eventual notification by Invitation Homes that **************** would be vacating the premises.

  At no time did Terra Management Services issue compliance notices outside of the Association's adopted compliance policy, nor without the ***** of *********' knowledge and approval.  In addition, photos of violations are attached to each violation record and available for the property owner to view via the online portal provided by Terra to Grand Oaks.  Finally, issuance of violation notices would not be considered character defamation. 

  We believe ******************** Bureau complaint is baseless.
  

   

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 20935614
  
  First and Foremost I was never invited to any hoa meeting, please show me proof that I denied it.

  First and foremost this all started when one of their employees was harassing me out front of my house which I have on video.

  He told be to get my dumb f****** ******** a** in the house and he would find any violation to put on my account.

  A board member went to a friend of ours house and said hey did you hear what happened over there?(at our house) and she was gloating saying the management company and the hoa had to push us out of the neighborhood.

  I am glad all the above was mentioned about boats ,jet skis and commercial vehicles. The jet skis where kept around back of house and I parked my work van up from JUST LIKE EVERY OTHER HOMEOWNER DID! I have many pictures of commercial vehicles parked throughout neighborhood, boats in back yard,atvs and cargo trailers. I see many of work vehicles and rvs parked up front.

  I have hundreds of pictures to prove the targeting,harassment and the prejudice.

  Terra has tainted my name to a 3rd party causing me to have bad relationships with ***************** and is guilty of defamation. There are no baseless claims when you send me 24 violations while the homeowners get nothing for the same accusation.

  I have pictures of commercial vehicles parked up front with rvs. I have pictures of boats behind peoples houses along with atvs and cargo trailers. Thats some of the biggest complaints. Just like the board member said, flood them up with violations and wash them out. I will be happy to share pictures and videos but for some reason it wont let me upload. 
  

  Sincerely,

   

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

  

  Business Response

  Date: 01/17/2024

  Terra Management Services provides association management as directed by Grand ************************ of **************** Grand Oaks' business relationship is with the property owner, currently Invitation Homes.  The October 12, 2023 was arranged directly by Invitation Homes, who indicated that their tenant had been asked to attend. Invitation Homes asked for this site meeting to verify the unresolved restrictions violations that **************** indicated had been corrected.  At the October 12, 2023 meeting, Invitation Homes verified the storage of jet skis and boat, as well as landscaping deficiencies. 

  All HOAs are required to enforce its deed restrictions equally.  **************** does not have access to violation notices that *** have been issued to other property owners in that subdivision and therefore does not know whether another owner received a violation notice or not.  In addition,Terra has no knowledge of a female ***** member gossiping in the neighborhood about the HOA's efforts to enforce restrictions. 
  

  Terra did not taint anyone's name.  As stated in our previous response, the ***** of ********* directs the management company to aggressively enforce all restrictions and routinely provides the manager with specific instructions. As such, ********************** issued violation notices to the subject property's owner, Invitation Homes, when a deficiency was observed during the monthly site visit, or if the ***** directed the manager to do so in the interim.  As previously stated, issuance of violation notices is not considered defamation.
  

  We understand **************** is upset, but the issue of his lease is between Invitation Homes and he, and Terra Management Services has no authority in the matter.
  

   

   

   

   

   

   

   

• 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.

  My Mother and I are residents in ************ subdivision in *******. We have recieved *** violations in particular parking violations which we feel we are being targeted. 9/19/22 Riteway Towing LLC ********** Violation type improper parking~Lexus suv overside walk~*** bylaw pg ***** 1st Violation written notice 11/18/22 Riteway Towing LLC ********** Violation type improper parking on grass ~early model ***** 3 *** bylaw page *****~ 1st Violation written notice 12/17/22 vehicle towed from street directly infont of our rental home of 7 plus yrs without our knowledge or notice 8:15pm. We called police reieved call back advised inpounded and given **********. Target Recovery no answer and voicemail full, I searched online website says 24 hrs and ************************************. I drive over and was advised they recieved a call from the Mgr of *** to pick up my vehicle. Violation says unauthorized mgr request blocking ingress. I was advised 5% for using debit card and an extra $50 charge if car sits on their lot more than 3 hrs, car was picked up at 815pm according to them i advise ill go get cash he says add an fee because it will be over 3 hrs when i return and i confirm they are 24 hrs per site he says no 3am. I proceed to pay with my debit total $131.25. I get home 20 mins away then go back 20 more mins to pick up my 2nd car and drive 20 mins home again. There are 9 cars currently parked in the street and over the line in my subdivision no stickers and not towed i have pictures. I feel we are targeted. I would like a refund for this tow and i would like to know: 1. Where do u park a 3rd or 4th car? 2. Why am i towed by neighbors or neighborhood are not? 3. Where is visitor parking located? What tow companies are you contracted with? Riteway towing advised they cant tow in a residential neighborhood where we pay rent; so how or why is the *** using a sticker from their company to asvise?case number is ******** used my address opposed to terra mgmt in error

  

  Business Response

  Date: 01/19/2023

  ******************************* understanding of the Emerald ***************************'s governing documents and/or Rules and Regulations is incorrect.  Emerald *************************** Declaration of Covenants, Article VIII, Section 8.9 A, specifically states that No vehicles of any owner, tenant, lessee, occupant and or resident may be parked on any street within the Property.   All vehicles must be parked inside the units garage or driveway.  It is the responsibility of the property owner to facilitate a copy of the governing documents and/or Rules & Regulations to their tenant/resident/occupant.
  
  Emerald Oaks and/or Terra Management Services, LLC., has no control over the operating hours, methods of payments or rates for Riteway Towing, LLC.  Complaints against the towing company must be directly made to them.
  Thank you.