Complaints

• Initial Complaint

  10/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I got behind on rent in September due to needing to pay gas bill to get my gas turned back on. Asked that they send me to legal as I had applied for Emergency Assistance from the County. Asked how to pay October rent and was informed not to because by the time the hearing was that October would be due also and to include that in the amount for the county. We had the hearing and even through I meet with legal aid and Communities ***************************************************************************** 12 months you can't receive it again until after the hearing. I reached out to their attorney right away and no responses. I am continuing to reach out but need additional time or a modification to the order. Had I know the information from the county previously I would have entered into a different payment arrangement. I do have the email from them stating to hold off / not pay October rent due to hearing.

  Business response

  10/28/2024

  Thank you for sharing this situation. We understand the challenges of managing financial obligations and appreciate the communication Ms. ***** has provided.
  
  Were in contact with Ms. ****** regarding the missed September payment. We understand that county assistance was not available due to a 12-month limitation, and the advice to delay the October payment, coupled with the inability to accept partial payments, impacted the payment timeline.While we reviewed the alternative payment plan Ms. ***** proposed, it falls outside our standard policies.
  
  Ms. ***** is encouraged to review available resources and may reach our office at ************************************************* with further questions.

  Customer response

  10/28/2024

   
  Complaint: 22469087
  
  I am rejecting this response because:  I reached out to RAMP  that was helping me and offer to put down additional funds and pay November rent on the 15th of the month.  With no response from them or the other party.  I then reached out to park manager as she asked if I could borrow it or put on a credit card and at the time I said no.  I spoke with a family member and they were willing at that time to put a certain amount on credit card if I paid the reminder on November 1st and was told no again that it need to be cashier's check.  I want them to work with me being I am getting conflicting information from the management at he office. I have the emails from when I asked how to pay Octobers rent I was told no that I would have to ask to have the county pay it since court hearing would be after the due date.  I want them to take responsibility for their employees errors.  I also will admit I had error had I know previously that you could only receive assistance one a year I would have certainly made different payment arrangements. I understand we all make errors but when it is continuous it becomes frustrating.  I have all emails pertaining to this situation. I even asked if I could reach out to attorneys before hand to set up payment arrangements for the month of September and was told no. I have reached out myself to the attorney that I spoke with at court hearing with no return call or email.  I do know that she was out until 10/25/2024 but I did email the back up in her email and called.  If they would accept a different arrangement they need to counter offer it.  I am not opposed to other options but whenever I ask I get told no it becomes beyond frustrating.  when I moved in I had a much better paying job and unfortunately was laid off from it and took huge pay cut in order to have a job.  Was out of work for 7 months of 2023 therefore no or very limited income. I have no issue paying the back rent and legal fees and modification fee if necessary but do not want to strap myself which is why I offer a small monthly amount.  I will keep the emails I have in regards to this and if they would like me to forward them to a certain person I will but I am not trying to get anyone in trouble.  I just want them to take accountability for the miss communication being received. 
  
  Sincerely,
  
  ******* *****

  Customer response

  10/30/2024

  yes it has been through legal and unfortunately t was after the hearing that i was informed the county does not help more than once.  On September 13th I emailed park management letting them know that I had cut the grass for a fellow neighbor so that they would not be out of compliance with park guidelines. I then also let them know on September 19th that I could not make the  full rent payment.  Park management said that they could possibly push it out to Monday I said that I did not know if that would work as weekends I do insta cart as a second job however it has not been busy.  I did confirm on the 21st that I did not have the additional $ 400 and asked what the fee was to send to the attorney.  I was told $410 and if they go to court then $1200.  I asked if I could make payment arrangements prior to court XXXXXX. On the 25th of September I was informed I had been sent to legal.  I then asked how to make October's payment do I drop it off as normal.  I was instructed I could not pay October as normal that you will need to make arrangements from September and October with the courts.  I responded then stating that I wanted to make sure I asked the county correctly and could I reach out directly to the attorneys to set up payment arrangements without needing to go to court.  I received by the time the county helps October will be due so yes ask for September and October plus late and legal fees.  that in order to keep it out of court I would have to pay in full plus the legal fee of $410 by 09/30/2024 via cashier's check or money order.  I could not speak with the attorneys. I then proceed with the hearing unaware that again you can not get county assistance more than once a year. I did meet with legal aid and communities 360 prior to hearing and at that time neither had asked if I received assistance previously.  also when I did intake meeting with county they also did not ask. I then went to the hearing without the knowledge of this and agreed that I would pay $300 by 10/18 and by 10/25 I would have letters of guarantee for the balance of $2512.  I called the county the following day to let them know even though I had emailed them previously with the information. I then found out that I was denied because the only help once a year. I then email the attorney to see if a new settlement agreement could be arranged.  no return email.  I then reached out a a lady from **** helped me and sent over proposal and they said no that they were not interested in mediation or that proposal but never countered it. I was then asked if I had family meber/friend that could lend it to me or a credit card and I said no.  I did brain storming and had come up with a solution let the park manager know and she said no that per the order it had to be cashiers check.  Why even offer credit card then?  Again miss communication on park management.  All I am wanting is a reasonable payment arrangement set up that is reasonable.  I had even offer to send $750 November 1st and $750 November 15th with no response from the lady at RAMP that was helping me.  So I do not know if that was ever even offered to them.  

  Business response

  11/05/2024

  Thank you for providing additional information regarding this complaint. Ms. ***** paid the balance in full and is in good standing. If there are any additional questions or concerns regarding this complaint, please email us at [email protected] more than happy to assist. 

  Customer response

  11/05/2024

   
  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm a renter of one of havent Park communities properties in ************************************* I have had a property sewer infestation going on my kids are sick my dog is sick and it has taken over the whole house with different pests different parasites biofilms mold and bacteria and it has caused MRSA parasitic worms in four children a dog and a rabbit including myself dealing with biofilms mold fungi and bacteria and have not received any help answers besides the ones that have seeked out on my own with my own research in my own money. I have a whole profile made of pics and documents. I can email to some one ! I need help

  Business response

  10/22/2024

  Thank you for reaching out regarding these concerns. We understand that this has been a difficult time for Ms. ***** and we take all complaints from our residents seriously.
  
  We have been in communication with Ms. **** regarding this complaint and have addressed all concerns by completing necessary repairs and conducting thorough inspections with third-party experts, including the ***************** and a local pest control company. Each of these professionals have confirmed that the home and lot is in good condition, and no issues have been identified.
  
  We recognize the importance of resolving any remaining concerns Ms. **** may have. However, if Ms. **** requires further assistance or wishes to provide additional documentation, we ask that she does so through our legal representative. 

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a trailer from havenpark communities in the park at rivers edge. On my paperwork when I bought the trailer it says that a ac was one of the appliances my home came with. I didnt realize this till a couple months ago while going thru my paperwork. So I called the office and they told me they would look into it. They never called back. So I reached back out and talked to the same girl and she told me she had found a work order and they had put one in. I informed her there was no way theres not even a hook up!! She said she would call me back. She never did. So today I called and she told me that there doesnt have to be a hook up for a window unit and that I have to prove there wasnt one here. I cant believe this!!! I asked for corporates number and she says she doesnt have it. How do you not have your corporates number? I asked for a copy of the work order to take to my attorney and now she says she doesnt have one. If there was any form of ac here there would be a work order for it and they still wont help me.

  Business response

  08/01/2024

  Thank you for bringing this issue to our attention. We called ************** regarding this complaint but unfortunately, we had to disconnect due to the conversation being unproductive. We encouraged her to email us at ************************************************* so we can work with her towards a resolution.

  Customer response

  08/01/2024

   
  Complaint: 22059271
  
  I am rejecting this response because:

  this is a false claim. Someone from there call center called me back and told me that there is nothing they will do considering I signed the papers for the sale and it was my job to make sure there was a unit before I did so. They claimed a work order is not needed to put a ac in that takes a contractor but there office is claiming they gave me a window unit which doesnt take a contractor that takes the work order. But none the less I was told I shouldnt of signed the papers and sense I did theres nothing they will do. I also was given no email to contact anyone!!! But the recorded phone call is proof of that!! I asked to talk to the ladies boss that called me and of course she claims she doesnt have one, typical. Then I told her I was now recording her and needed her to repeat she didnt have a boss she told me to get an attorney and have my attorney contact theres sense the office gave me there attorneys info. This place is a complete joke and no one can tell the truth. Its a complete scam!! To think I pay almost $800 a month the this place for my lot rent is sad. They cant even give me my ac they owe me. 
  
  Sincerely,
  
  ***********************

  Business response

  08/08/2024

  Our records, including a purchase agreement signed by *************,indicate that the home was purchased in 2020 and included an AC unit. As phone conversations have been unproductive, we strongly encourage ************** to email us at ************************************************* to discuss further options on how we may assist.

  Customer response

  08/09/2024

   
  Complaint: 22059271
  
  I am rejecting this response because:
  You dont have the right to not give me what Im owed it dont matter how long. Your right I bought it in November of 2020 and ******** in the office said they would put one in when the weather broke. Well shame on me for forgetting about it life isnt easy for a single mom. But sense I didnt catch it in time I shouldnt get what you owe me!? You are raising my lot rent now well over $700 a month and I cant even get the ac unit you technically owe me. Thats great!!
  Sincerely,
  
  ***********************

  Business response

  08/14/2024

  We want to sincerely apologize for the frustration and inconvenience this situation has caused. We understand how important it is to have a comfortable living environment.
  
  We assure ************** that we are committed to resolving this matter as quickly as possible. To ensure we meet her needs, we have contacted ************** to discuss the specific AC unit required. Once we have confirmed the details, we will arrange for its prompt installation.
  
  Thank you for bringing this to our attention, and we appreciate Ms. ****** patience as we work to make things right.

  Customer response

  08/22/2024

   
  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********. They have reached back out to me and dealing with **** has been absolutely amazing. She has taken my problem seriously and found a quick resolution to help. Not only are they giving me a ac but they are sending a contractor out to put in a new central ac!! Im beyond thankful for the help that **** has given me and my family. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When the setting of the new homes are being done, piers are poured and the city inspector is inspecting before a home can be set. There are piers that are missed and covered up by contractors and inspections are not being done. HUGE SAFETY CONCERNS Homes on ********* AND ******** if investagted will be found to have missing piers!

  Business response

  07/29/2024

  Thank you for bringing your concerns to our attention. We take safety and compliance very seriously and are committed to ensuring that all new homes are constructed to the highest standards.
  Each new home set in our community undergoes a thorough inspection process. The city inspector verifies all critical elements, including the piers, and all homes have passed this rigorous inspection. We understand the importance of this process and work diligently to ensure that no steps are overlooked.
  If there are concerns about specific homes, we encourage ********************** to provide additional details so we can investigate further. We are dedicated to addressing any issues promptly and ensuring that all safety standards are met. We can be reached by email at **************************************************

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My moms trailer has a tree branch a few. I have called the office seven times only to be told they will look into. Yet nothing has been. My mom is 90 years old I am not comfortable have this on her house. There is zero maintenance done here. What do I have to do to get this taken care of???

  Business response

  06/19/2024

  Thank you for bringing this issue to our attention. We can understand Ms. ********* frustrations and sincerely apologize. Weve been in contact with the homeowner, Ms. ********* mother *****, to advise weve scheduled an arborist to remove any branches. This should be completed by the end of this week. If ******************** has any questions or concerns, she can email us at ************************************************* and we would be more than happy to assist.

  Customer response

  06/21/2024

   
  Complaint: 21848717
  
  I am rejecting this response because:

  I was told that the cutting of the tree branches would be done by end of week. Yet here we are.. No sending a tree service instead sending some man
  
  Sincerely,
  
  ***************************

  Business response

  06/27/2024

  Thank you for alerting us. We have removed the tree branch that was on the residents home, and we are working with a local arborist to assess the surrounding trees. We will remove any visible deadwood and trim branches as needed. We are currently waiting to hear back from the arborist on when we can schedule this to be completed. We are in active communication with ******************** and are providing her updates as they come available to us. If ******************** has any questions or concerns, she may contact us at ************************************************* or respond to our open email thread.

  Customer response

  06/27/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This park has been progressively turning into a family park, even though it is supposed to be a senior park. I've received no call back or response from the State Mobile *********** regarding t his park (SandCreek) disregarding the 80/20 policy for having non seniors and children living in the park. The park office is closed 90% of the time, no one answers the phone -just voicemail and we don't even know if there's a maintenance person -never observe any maintenance being done. The park is not well maintained - yards full of weeds, homes in disrepair and badly in need of repainting, street corners with layers of sand/gravel that never get shoveled away and cleaned up, overnight street parking when street parking is not allowed, a huge colony of stray cats that cause cat p*** on sidewalks, strong urine smells and constant litters of newborn kittens. Letters to the office go unanswered . Residents are selling their homes "under the table" without the knowledge of the park office and we believe the park office doesn't know who is living in any given home in this park - and they don't care. Those of us who own our homes cannot afford to sell them and move elsewhere and it seems with no one else who cares about what's happening in our park except ourselves, there is is no solution and the problems will only continue to get worse.

  Business response

  06/10/2024

  Thank you for bringing this issue to our attention. We can understand ****************** frustrations and sincerely apologize for our lack of communication during recent staffing changes. Weve been in contact with ***************** and were able to alleviate most of her concerns. We provided direct contact information, and we will be following up with her in two weeks to ensure all items have been addressed. If there are any additional questions or issues, she may contact us at *************************************************,were more than happy to assist. 

  Customer response

  06/18/2024

  The ********************* called me and as they always do, promised to resolve the issues. Of course, to date, none of the  issues have been resolved and they have not done anything they said they would do.

  Business response

  06/20/2024

  Thank you for bringing this back to our attention. We can understand ****************** frustrations within the community, and we sincerely apologize. Our Regional Vice ********** ********************* has been in communication with ****************** regarding her concerns. We have confirmed we are currently compliant with the 55+ community requirements. We were on site after the initial complaint from ******************, and drove the community, confirming our common areas are well maintained by our contracted landscaping company. We have hired a full-time community manager who will be on site regularly once they are trained, this will help ensure the community is ran smoothly and that issues will be addressed in the moment. We are working with ****************** regarding her concerns and have requested additional time to correct some issues. If ****************** has any questions, she may contact our Regional Vice President directly as we have provided her contact information, or she may email us at [email protected] more than happy to assist. 

• Initial Complaint

  05/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I live in a community owned by Havenpark Communities. I own my own home and pay the organization lot rent. I had completed some yard clean up and put my yard waste out for the waste management company to pick up on our weekly service. Two weeks go by and the waste management company did not take my yard waste. I find out that our management company refused the yard waste portion of the contract they signed. I also recieved a site violation for the yard waste still being in my yard. I inquired with the office staff on what to do and was told she didn't know. I would like to know what Havenpark plans to do about the yard waste this summer because we have over 1000 homes here. I also recieved a violation for my grass being too long... I mowed it 7 or 8 days ago and it has been raining and hailing for the past 4 days. It is soaked. Not to mention my grass reaches your ankle if you are standing on it.

  Business response

  05/28/2024

  Thank you for bringing this concern to our attention, we can understand Ms. ******* frustrations with yard waste pick up and sincerely apologize.
  
  We have never contracted yard waste to be part of our garbage collection contract, this has always been done in-house by our staff.We had issued **************** a rule violation notice on 5/21/2024 regarding trash in her yard, on her porch, and about the yard waste bags she had left by the street. We had asked her to clean up her property and to re-bag the yard waste as they had been torn open by animals and we were unable to pick them up in that condition. She requested an extension to have this completed by 6/2/2024 and we agreed to accommodate her schedule. She completed this request by the following day, and weve collected the yard waste.
  
  If **************** has any questions or concerns, she may contact us at [email protected] more than happy to assist. 

• Initial Complaint

  05/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am filing a formal complaint. April,2024 I was charged 75 for a forced mow fee. I received no notice of being put on a mow list. After my lawn was mowed on the week of 4/21/2024 - 4/27/2024. I was also not informed of the mow charge. I had already paid my rent on 4/25/2024 so the charge was placed after that date. I received a notification from the *** online payment portal NOT orion lake management that my rent was due soon and to make I payment. I was confused as I always pay my rent early and in full. After checking my account I see a 75 balance on my account. I immediately called the front office and told them I was not notified that we were officially in mow season as the weather has not been consistent and I was not notified of being placed on a mow list. ******** seemed confused at first, putting me on a brief hold. When she returned she told me the put mow list in the front of the park by the office. I asked if they had notified residents of this because I received no text or email correspondence. She seemed to realize that had not actually notified anyone because she paused and said well its on your lease the grass can only be so long. We are just coming out of spring. Even as I write this message it is currently down pouring in ********. I became irriate, feeling that this was done intentionally by management to charge as many residents as possible before summer actually started. I informed ****************** was upset because I was not notified and did not see the 75 charge until the 29th 2 days before rent was due. Their negligence will result in a late fee imposed on me for the first time. ************************* up the phone and refused to answer any other calls. I reached out to corporate customer service and was told I would receive a call back. It's been 2 days and I have not received any correspondence. I have never paid late or even used the grace ******* I feel no direct correspondence is extremely predatory and I question the legality of this process.

  Business response

  05/09/2024

  Thank you for bringing this issue to our attention. We can understand Ms. ******* frustration and have contacted her to extend our sincerest apologies.
  
  We had issued reminders to all residents as well as posted signage throughout the community for at least one-week prior advising that forced mows were $75 if lawns were not mowed by residents by a certain date.
  
  We have waived this fee for **************** as a one-time courtesy. If there are any questions, we encourage **************** to contact us at [email protected] more than happy to assist. 

  Customer response

  05/09/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Application was closed and I was refused a unit due to the *** form being passed through my hands to my employer due to it not sending correctly (business claims I filled application out personally) when the form clearly states that it is illegal for them to send it through me going as far as to require them to sign it verifying they would not let me touch it, told me to sign it and refused to contact me for 2 weeks until i continually called and texted them everyday. finally they reached out to me and told me what was going on after a month of promising me I would have a place to live with my two kids we now face homelessness. Another tactic they used as a gaslighting attempt was claiming that I provided no info of my payment info even though I have messages where they confirmed the info I gave them would indeed work fine. ******* confirmed every single thing I did was correct before I did anything and now I am being led to believe I have done nothing correct and deserve to have been ignored and left out in the cold. They invited me to apply again when you have the correct information.

  Business response

  05/01/2024

  We appreciate that this issue was brought to our attention.We can understand ************ frustration with the lack of communication and clarity throughout the application process, particularly regarding the Verification of Employment form. We connected with ************ to apologize for any inconvenience or distress this caused him and his family.
  
  As a gesture of goodwill, we offered to waive the application fee. Additionally, we offered to connect him with our community manager directly, who will assist in guiding him throughout the reapplication process and provide any necessary clarification if ************ decides to reapply.
  
  If ************ has any questions or concerns, he may contact us at ************************************************* and we will be more than happy to help. 

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was victim to identy theft the beginning of November and have been trying to fix the situation. Due to problems with my bank the complex I live in charged me a late fee on my rent. I spoke to the office in my complex and explained what happened and they said they would have it removed since I have lived her for about 20 years and never had any problems or issues. When I got my December billing there was a late fee added so I spoke to my community office again they said corporate refused to remove it. I have tried to call corporate customer service 3 times but no one will contact me about the situation. Also since Havenpark communities bought my complex they have raised our rent several times and now they are raising it again in January another $60. The largest amount yet. Since ********* and club house are closed constantly its not worth it.

  Business response

  12/08/2023

  Thank you for bringing this issue to our attention. We can understand our residents frustration and sincerely apologize for any misunderstanding regarding their billing statements. We were able to speak with November ****** regarding this complaint and we had a good conversation. Weve processed a credit for the late fee as a one-time courtesy and advised that in the future this would be their financial institutions responsibility as this was a result of fraud on their account with them.
  
  Regarding the upcoming rent increase, inflation nationwide is at a 40-year high. This inflation has added significant cost to our operations. We continuously review our cost of doing business and have determined that a reasonable and fair rate adjustment is in order. Our promise is to provide our residents with quality service and an attractive community that they are proud to call home. If they have any questions or concerns, they may contact us at *************************************************. 

*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. ↩