ComplaintsforTerra Management Services, LLC

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  11/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  05/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am a resident of the ************* Community which is Managed by Terra Management and have the following complaints: -Negligent communication protocol -Predatory Billing Practices We have been charged $100's of dollars in "late" fees for HOA dues which where not paid late. After many failed attempts to contact Terra Management Services to dispute the fees and provide bank records that clearly show fees where paid and cleared our bank prior to the publish due date, we just paid the fee's because we couldn't waste anymore time trying to contact them and provide in information, only to learn that we had then been charged another late fee resulting from unpaid "interest" associated with the original late fees. We then had to call and demand to speak with a representative and where told that its not their problem and to take it up with the individual HOA board members. This is the definition of predatory billing practices. Billing statements from our personal bank can be provided upon request.

  

  Business response

  06/02/2022

  Business Response /* (1000, 5, 2022/05/06) */ Mr. *******'s complaint against Terra Management Services is without merit. First, the Board of Directors of the Association sets the collection policy for assessments in accordance with the Declaration of Condominium. The collection activities ARE NOT directed by or of benefit to Terra Management Services. Mr. *******'s complaint, therefore, would be with ******** **** Condominium Association of Tampa, Inc. not with Terra. Second, the recorded Declaration of Condominium for ******** **** stipulates that assessments must be received no later than the 15th of the month in which they are due, and are considered late and subject to a late fee and interest if received after that date. Mr. *******'s payment history with ******** **** indicates consistent late pay of assessments and therefore, Mr. *******'s ledger has been changed late fees and interest on several occasions. Finally, upon previous request by Mr. ******* to have the late fees and interest on his account waived, Terra submitted the request to the Board of Directors for consideration. The Board declined to waive the collection costs charged. It is recommended that Mr. ******* contact the management representative for ******** **** to review his association account and, if necessary, schedule a payment to be received by *** 15, 2022 to avoid further collection costs: ********************************* or XXX-XXX-XXXX.

• Initial Complaint

  08/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My problem with Terra concerns the community ************************. I was going through the entrance gate and the gate company let someone enter the community illegally on my scanner/tab. The gate came down and damaged my windshield. ************************ and the gate company Envera did an investigation and determined the homeowners associate was liable even though the gate company made an error. Terra through its manager Elizabet has refused to help whatsoever . I requested security come out and document the incident and the manager said sahe sent them but they never arrived and never documented the complaint and she did not follow up. They have refused to pay to fix the windshield which is their liability, have refused to provide the insurance policy and continue to provide me notices they are going to fine me for damaging my vehicle. I have provided written responses and they still are trying to fine me for their liability,

  

  Business response

  08/31/2021

  Business Response /* (1000, 5, 2021/08/31) */ The matter was investigated by Tower Hill Claims. Tower Hill determined that the HOA was not at fault. Attached is the letter that was sent to Mr. ***** regarding his claim. The insurance adjuster invited Mr. ***** to contact him if Mr. ***** felt their assessment was in error. Consumer Response /* (3000, 14, 2021/10/26) */ Please see attached additional information received by the consumer. Business Response /* (4000, 19, 2021/11/09) */ In his 10/26 response Mr. ***** states that he was not provided the name of the insurance company. However, the insurance company letter denying the claim was uploaded to BBB with our initial response. He is free to download the letter at his convenience. As of 11/1/2021 Terra Management Services is no longer managing or associated with Villages of Bloomingdale. The Association's Official Records have been transferred to its new management company Leland Management who he can contact at (XXX) XXX-XXXX to obtain a copy of any other records he desires. He may also contact the Association attorney, Appleton Reiss at XXX-XXX-XXXX. Consumer Response /* (3000, 21, 2021/11/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I realize they no longer represent the community but that is no excuse for why they handled this so inappropriately and unprofessionally and why they refused to communicate with me.

*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. ↩