Complaints

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1.Harassment- July 2024: I was followed to my home by a community member, and yelled at and he took pictures of me. Despite requests for action, the issue remains unresolved. It was suggested that slowing down would stop these behaviors, implying that any deviation from expectations justifies harassment, which is unacceptable.2.***************** by *** ********** Fall 2023: While walking my dog, she falsely accused me, yelling my name and demanding I pick up dog ****, which was not mine. This behavior is intrusive and unwarranted.3.Negligence in Water Leak- Fall 2023: I reported a water leak into my home and had to pay out of pocket for repairs due to inadequate response. Board member, living two houses away, experienced a leak but did not notify the community. Another building had similar issues, causing mold growth in my home that could have been prevented with timely and effective action.4.Misuse of Funds for Unsanitary Displays- Since 2020: The *** used community funds to create toothpick flags with notes saying "If You ****, You Scoop." These flags are a safety hazard, preventing children from playing safely on the grass and unapproved use of *** fees.5.New Vehicle Decals- July 2024: I was informed that my car could be towed if decals were not obtained, despite my car being registered with the ***. I do not feel safe meeting the *** President privately. No mail-in option or public setting at an *** meeting has been provided.6.Pest Control- July 2024: I have requested pest control services, which are included in my dues, but after a month, there has been no response or action. I requested help accessing the new portal, but delays in email responses have hindered this process.Requests:1.Assurance that such harassment will not occur again.2.Removal of toothpick flags to ensure community safety and funds.3.Provision of a safe method to receive vehicle decals.4.Immediate scheduling of pest control services.

  Business response

  07/24/2024

  In response to this owner's concerns I would like to note as follows:

  1. Many residents have reported her speeding in the community and three other residents that I am aware of has tried to discuss this matter with her to no avail. Another resident did follow her to her home and took pictures and he reported the incident to the association. He has previously nearly been hit by the owners filing this complaint while trying to pull out of his parking spot. The association has installed an additional speed bump in an effort to make the speeding stop, but so far without success. We have elderly, children, and other residents that are being put in harm's way by a few speeding individuals including this resident.

  2. If this is the incident I think it may be, then the complainant was on the phone not paying attention, the dog did its business, and it is very likely that she did not see it happen as she was otherwise preoccupied. We, as son many communities, periodically have issues with residents not picking up, and we attempt to correct this. 

  3. All leaks that are the association's responsibility are addressed asap. When she reported a leak, it was unclear where the leak was coming from and who was responsible. The situation was resolved properly in the same manner all leaks are addressed.

  4. The p*** flags were made and paid for by me. I was tired of picking up all the p*** not picked up by residents and I started sticking flags in the poops and taking pictures, so it was easy to see how many poops were not picked up. It was A LOT and the flags helped amazingly to cure these violations. Had the association paid for these it would have been a good use of association funds, but they did not.

  5. The association requires residents to sign for the decals. Complainant refused to open the door 3 times when someone came by trying to drop them off (twice it was not the president). The new regulations went into effect July 1 and non-compliance is cause for towing. She has had almost 2 months now to obtain the decals and she has not mentioned that she is scared of the little elderly lady that is the president.

  6. Pest control is available the 2nd and 4th Thursday of each month. Every request submitted by owners result in a work order that goes to the pest control company. Complainants' included. If she decides not to be home or not open the door then we cannot help. These are the two days available, and every request has resulted in service being scheduled. When replies are sent to her requests, she does not respond yet she is placed on the list for service as well as she is on it for tomorrow's visit.

  I do not know f any request to obtain access to the portal that has not been responded to. As a one-person company I cannot respond to all requests within a 20-minute timeframe. 

  Her demands cannot be met. 1. We do not have control over her neighbors' actions. 2. The flags have not been used in close to a year as the residents mostly started picking up after their pets. They will be used again if excessive violations occur. 3. She will need to contact me directly and I can have a different board member drop them off has been attempted twice before. 4. Every request is scheduled but she needs to be home and she needs to open the door if she would like to be serviced.

  Customer response

  07/25/2024

   
  Complaint: 22015517
  
  I am rejecting this response because:

  
  1. Harassment and Conduct: According to Florida Statute *******, HOA boards must ensure a safe and respectful environment for all residents. This is the second report of harassment, including residents and the board president following, yelling, and making disrespectful remarks. I respectfully request an action plan to address these issues and promote a peaceful community. Please provide documentation of steps taken to ensure compliance. Your comments and false accusations above do to not exemplify peaceful and respectful behavior and I expect to see a shift in this culture as soon as possible. 

  
  2. Expenditure Concerns: Please confirm that HOA funds have not been used for purchasing "poop sticks", by providing proof. I request that these not be utilized, as they pose safety and sanitation concerns.

  
  3. Communication and Meetings: Despite multiple attempts to contact ******** via work order and email over the past two months, I have received inadequate responses. I was unable to answer the door due to illness and was instructed to reach out later. I have asked about future meetings and was told none are scheduled. Due to previous interactions, I do not feel safe communicating with the current president. Please provide contact information for another board member to arrange a meeting and ensure my car is not towed while I continue to seek resolution. I prefer email communication. 

  
  4. Pest Control Services: The recent delay in pest control services was unacceptable, taking over a month. As these services are included in my dues, I expect more timely responses in the future.

  
  I appreciate your attention to these matters and look forward to your prompt response.
  
  Sincerely,
  
  **************

  Business response

  07/26/2024

  These matters are association matters and mostly not related to my company.

  Harassment is a police matter and if someone feels harassed such person should report it to the police. An association enforces the association regulation, and harassment is a police matter. This is a wonderful and peaceful community, but residents take the rules serious and expect other residents to follow them too. The association will continue to enforce the regulations as they are required to do.

  She can submit for a records review and go through the records to look for non-existing receipts. No proof can be provided as non-exists.

  Responses are as required. I will not be communicating another business' communications via BBB so she will need to contact the association directly (I am their point of contact) directly to discuss their business. This BBB account is for ********************, not Tuscany Place *********************** or any other client. Another board member was at her door twice and she is welcome to go look at the bulletin board for additional contact information

  Pest control is schedule as noted previously. Any owner is welcome to hire a pest control company of their choosing so that scheduling can fit into her plans, but the associations current schedule is as previously noted. Requests submitted are scheduled accordingly.

  Customer response

  08/02/2024

   
  Complaint: 22015517
  I would like to submit for a records review and go through the records to look for non-existing receipts.
  
  

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

  Business response

  08/06/2024

  Hello:

  please submit the records review request as in accordance with Florida Statute 718. It needs to be via certified mail, mailed to the association at the association mailing address. Please include in the request the records requested for review. The review location will be my home office. Please know supervision will be present as per the statutes.
  

  Thank you!

  ******** Andersen

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  See attachment

  Business response

  05/01/2022

  Business Response /* (1000, 5, 2022/05/01) */ Ms. ****** ****** is on the board of directors and is fully aware of the projects in the community. This complaint is filed to damage me, my name, and my company purely because she likes to do that. In 2021 she informed me that she likes filing complaints, and from what she informed me filed many complaints against the prior Community Association Manager. She records by use of her phone, and I am sure the conversation where she informed me of her delight in filing complaints is on her phone with both video and audio although no consent to any recordings has been made by me. The siding job started before I was hired on October 1, 2021. The addresses noted are all in the same building and are all in progress under the same permit. The board had voted to complete the job in house utilizing the maintenance staff. A specific number of staff members is required to perform the job, and sufficient staff was not in place when I was hired. When sufficient staff members with the proper qualifications were in place, the siding job was a top priority and still is a top priority. The association currently has the staff needed and the job is in progress. The plan was shared at board meetings, but documentation of such cannot be provided as those records belong to the Association and are not mine to share. Completion of the project depends on the Association being able to keep sufficient staff as well as County inspections. Any owner or agent contacting the office to obtain up-to-date information on this project have been provided with the information. It would have been beneficial for Ms. ****** simply to ask for this information if she did not find that the information provided in the monthly management report sufficed. The trench dug behind a building by a homeowner was address with said owner and a copy of the letter was provided to Ms. ****** at the time. As evidenced by Ms. ******'s picture the trench is caution taped off. Consumer Response /* (3000, 11, 2022/05/13) */ Forwarded message From: ***** ****** <**************@gmail.com> Date: Thu, May 12, 2022 at 5:08 PM Subject: Re: BBB Complaint Case# ******** (Ref#XXX-XXXXXXXX-XXXXXXXX-X-XXXX) To: Better Business Bureau <*****@findbbb.org> Re the response of Andersen Management Services, LLC "Ms. ****** ****** is on the board of directors and is fully aware of the projects in the community. This complaint is filed to damage me, my name, and my company purely because she likes to do that. In 2021 she informed me that she likes filing complaints, and from what she informed me filed many complaints against the prior Community Association Manager. She records by use of her phone, and I am sure the conversation where she informed me of her delight in filing complaints is on her phone with both video and audio although no consent to any recordings has been made by me. The siding job started before I was hired on October 1, 2021. The addresses noted are all in the same building and are all in progress under the same permit. The board had voted to complete the job in house utilizing the maintenance staff. A specific number of staff members is required to perform the job, and sufficient staff was not in place when I was hired. When sufficient staff members with the proper qualifications were in place, the siding job was a top priority and still is a top priority. The association currently has the staff needed and the job is in progress. The plan was shared at board meetings, but documentation of such cannot be provided as those records belong to the Association and are not mine to share. Completion of the project depends on the Association being able to keep sufficient staff as well as County inspections. Any owner or agent contacting the office to obtain up-to-date information on this project have been provided with the information. It would have been beneficial for Ms. ****** simply to ask for this information if she did not find that the information provided in the monthly management report sufficed. The trench dug behind a building by a homeowner was address with said owner and a copy of the letter was provided to Ms. ****** at the time. As evidenced by Ms. ******'s picture the trench is caution taped off." Re incomplete siding on units: I am not aware of all projects and status within our community basically because said information is not forthcoming from the office and property management company, Kristina ******** and Andersen Management Services. In October 2021, a Board majority authorized Kristina ******** and Andersen Management Services to staff up the office, rec center, and maintenance crew. I have seen no good faith effort made to this end by Kristina ******** and Andersen Management Services. The siding of units 103, 105, 107, and 109 remains incomplete. At this time, the siding is now incomplete for units 101, 103, 105, 107, 109, 111, 113, 115, 117, and 119 (a total of ten units). Kristina ******** and Andersen Management Services have alleged that the work requires a maintenance crew of three (3). Additionally, on May 6, Kristina ******** and Andersen Management Services have now advised the Board that we are down to only two (2) maintenance staff. So if, according to Kristina ******** and Andersen Management Services, the siding project requires a maintenance crew of three (3) and there is now a maintenance crew of only two (2), specifically, 1) what is the plan to complete this work, and 2) what is the timeframe within which the work is planned to be completed? What is the plan and timeframe? Re the permit to which Ms. ******** refers, I am currently awaiting feedback from the County and cannot comment further at this time. Contrary to her statement above, I did request said information from Kristina ******** and ******** Management Services but received no reply thus, the filing of this complaint in an effort to protect the owners. Re the violation at *** ************ On or about April 9, 2022, ******* **** of *** *********** Blvd., dug a trench on the property of *****************. As of this email, that open trench on the property of ***************** is 1) a 'clear and present danger', 2) a liability to *****************, and 3) a violation of governing documents, and it is the responsibility of Kristina ******** and Andersen Management Services to address the violation appropriately and without selective enforcement. While a courtesy notice may have eventually been sent to Ms. ***** Kristina ******** and Andersen Management Services simply stated Ms. **** was to "refrain" from further action, which allows the open trench to remain as is, a 'clear and present danger', and is a violation all of which are the responsibility of Kristina ******** and Andersen Management Services to address. An appropriate violation notice needs to require corrective measures re the open trench and the ground to be restored as it was prior to this event. Caution tape is not a corrective measure; caution tape does not correct the 'clear and present danger', does not eliminate the liability, and does not correct the violation. Additionally, Kristina ******** and Andersen Management Services appear to have engaged in selective enforcement which could also become a problem for *****************. Re accusations of filing complaints (not necessarily relevant to the issues in the complaint): I never 'enjoy' the time-consuming back-and-forth chore of having to compile documentation to file a complaint. Unfortunately, there are times when there is no other recourse. Ms. ********'s accusations re complaints against former manager, Allen ******* are another example of her false allegations. BBB can confirm same thru its own files as well as thru DBPR at myfloridalicense.com. According to DBPR records (see attached), Mr. ****** has had no complaints filed against him. RESOLUTIONS OUTSTANDING: Kristina ******** and Andersen Management Services have failed to provide any plan or timeframe re the completion of the siding project for the ten (10) units listed above. Simply provide a plan and general timeframe. Kristina ******** and Andersen Management Services have failed to appropriately address 1) the 'clear and present danger', 2) the liability to *****************, and 3) the violation to governing documents. A violation notice needs to be sent to Ms. **** requiring corrective measure re her trench put the dirt back, eliminate the trench. Respectfully submitted, T ****** Business Response /* (4000, 13, 2022/05/20) */ As Ms. ****** is fully aware maintenance staff has been sought via Indeed. If an applicant is not qualified such applicant should not be hired. Ms. ****** herself has stressed the need for qualified staff to be hired. It is expected for a staff of 3 to be able to complete the job in approximately 2 months. Ms. ****** is also aware the association hired a full-time direct hire property manager, and all matters were turned over to her. Unfortunately, this new hire recently decided this association is not a good fit for her; reason for resignation was Ms. ******. I have taken back the property management until June 30, 2022, whereafter the current contract has been terminated. Reason for termination of contract; Ms. ******. If Ms. ****** requested information from me, it would have been provided. If she emailed me and did not receive a response, the email was not received. An association should never ask an owner to do work on common property. If said owner gets hurt, the association is liable. If an issue on common property is to be addressed, the association will have to pay for the work and can charge back the owner at fault. The trench has not been filled in as a water drainage issue exists behind the building and said owner had water penetrating her home causing damage. While a solution to the drainage issue is found, the trench will not be filled in an effort to protect the association from liability as well as protect the owner from further damage. Meanwhile, the area is caution taped off. The project is placed with the Building & Grounds Committee. As for filing of complaints: Ms. ****** was the one to inform me of the complaints; I had no reason at the time to expect she was not telling the truth. She previously also distributed forms to other owners in the community asking for their signature in filing complaints with other divisions. I am truly sad to say that Ms. ****** is a liability to the association. She could be a great asset to the community if she chose to use her energy to help the community rather than work towards having no one wanting to volunteer their time and no one wanting to work for the community. The association has been capable of hiring various very qualified managers, but the hassle, harassment, derogatory treatment, illegal recordings, lies, damage to personal property, and more has left a good number of great people to determine that this is simply not the community for them to work with. Consumer Response /* (4200, 19, 2022/06/14) */ Forwarded message From: ***** ****** <**************@gmail.com> Date: Mon, Jun 13, 2022 at 6:52 PM Subject: Re: BBB Complaint Case# ******** (Ref#XXX-XXXXXXXX-XXXXXXXX-XX-XXXX) To: Better Business Bureau <*****@findbbb.org> It is the duty and responsibility of Kristina ********* A*******, *** XXXXX, and Andersen Management Services to enforce the governing documents. Kristina ********* A*******, *********, and Andersen Management Services have no authority or power to act in contradiction to same. If Kristina ********* A*******, *********, or Andersen Management Services believe there is liability to the Association, it would then be the responsibility of Kristina ********* A*******, *********, and/or Andersen Management Services to document the facts and provide same to the Board of ***************** Homeowners Association, Inc., for its determination. Only the Board collectively of ***************** Homeowners Association, Inc., could make a determination to act outside of the guidelines provided in the governing documents. To date, Kristina ********* A*******, *********, and Andersen Management Services have acted outside of their duties and responsibilities. To date, Kristina ********* A*******, *********, and Andersen Management Services have violated their contractual obligations. To date, Kristina ********* A*******, *********, and Andersen Management Services have failed to provide any documentation to the Board collectively of ***************** Homeowners Association, Inc., for its determination re the violations and actions of ******* ****, **********, **********'s nephew, et al re ***************. Therefore, to date, the Board collectively of ***************** Homeowners Association, Inc., has made no determination re the violations and actions of ******* ****, **********, **********'s nephew, et al re ***************. Actions taken by the Board collectively of ***************** Homeowners Association, Inc., must be documented in Minutes of the meetings of the Board in accordance with State of Florida laws and statutes. No Minutes exist to date supporting that the Board collectively of ***************** Homeowners Association, Inc., has taken any action in this matter. No Minutes exist to date supporting that the Board collectively of ***************** Homeowners Association, Inc., has rendered any action in this matter. ******* **** and **********, et al created the violation and liability behind ***************. Appropriate corrective action would be for ******* **** and ********** to restore the common area as it was previously to their digging of the trench. Again, it is solely within the governance of the Board collectively to determine liability and appropriate action. Contrary to Ms. A*******'s statements, to date, ******* **** has provided no proof of water intrusion into her home. Ms. **** has only alleged water intrusion into her home. The sole documentation re water intrusion is limited to a small area of a back porch. Additionally, ******* **** purchased her home 'as is'. There is no proof that damage inside the home was not pre-existing prior to Ms. ****'s purchase of 905 Winterberry. Caution tape does not provide a sufficient barrier, such as a fence, etc., to prevent a person or child from falling into the trench. Engineers have agreed on this issue. Additionally, engineers have identified some action taken by ******* ****, **********, et al re the trench could potentially create a greater hazard and liability. Re any recommendations of the Buildings/Grounds Committee, again, only the Board collectively of ***************** Homeowners Association, Inc., is empowered to make any determination re the trench. The bottom line is that Kristina ********* A*******, *********, and Andersen Management Services have acted outside of their duties and responsibilities. Many homeowners agree that Kristina ********* A*******, *********, and Andersen Management Services are in breech of their contractual obligations. Business Response /* (4000, 21, 2022/06/21) */ Ms. ****** is mostly making statements and uttering her opinion. No evidence has been provided by Ms. ****** related to engineering statements and homeowners who are displeased with my performance. I have spoken with a large number of homeowners who are very pleased and thankful, and who also are amazed that I am still working with the association due to Ms. ******'s behavior. As per my contract I take my directive from the Board President, and I communicate with the President. As for proof provided for the water intrusion, it was provided. I would very much enjoy being able to communicate with the entire board, but due to Ms. ****** behavior, harassment, abusive, disrespectful and degrading ways, this is not a fruitful way to communicate and conduct business.

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