Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am submitting this complaint to the Better Business Bureau to document and address the complete lack of action and communication from ***** ********, who has failed to resolve critical maintenance issues in my condominium for over two years. Despite my repeated attempts to contact him via email, I have been consistently ignored or given vague responses, leaving my home in disrepair and creating unsafe living conditions. The unresolved issues include the following:1. Stairs Damaged by Plumbing Work: In April 2022, during a plumbing repair, my basement stairs were severely damaged by contractors dragging heavy equipment. Despite sending photos and numerous follow-ups, this issue remains unaddressed.2. Roof Leaking, Water Damage, and Black Mold: Since early 2023, I have reported significant water damage caused by a roof leak. This has led to damage to my walls and ceiling, including visible gaps and structural concerns. Additionally, the prolonged water intrusion has caused black mold to grow in my kitchen pantry, making it unsafe to store food. Despite inspections and assurances, this issue has not been repaired.3. Back Deck Stairs: In June 2023, I reported my back deck stairs rotting and splitting apart. Although ***** personally inspected them, no repairs have been made more than a year and a half later.These unresolved maintenance issues not only pose safety risks but also highlight the neglect and lack of accountability on ***** ********** part. Attached is a detailed timeline of emails sent to ***** over the past two years, documenting my efforts to seek resolution and his responsesor lack thereof.I am requesting that the Better Business Bureau review this complaint and hold ***** accountable for addressing these critical issues immediately.

  Business response

  12/09/2024

  Please note that we work at the direction of the ***************** of Directors.

  Item #1.  The stairs to the basement are made of laminated material and the owner reports that during the course of workers going into the basement to snake a stopped-up sewer drain or to sanitize and deodorize the basement after a sewer back up the stairs were damaged (lamination was knocked off).  Laminated wood is not a normal material for treads on stairs and the expectation that using the stairs would cause the damage the owner is describing is not something most contractors would anticipate or insure against.  The manager specifically told the owner I cannot say who would pay for the damage to your stairs.  If you could get a quote for repairs, I will see what the options are.  No quote has been provided.
  
  Item #2.  Initially there was a report from the owner that it was suspected that the roof had lifted separated the walls from the ceiling.  Investigation by Commercial Ones maintenance determined this to be very unlikely and was either pre-existing or the result of settling.  There was no evidence of a roof leak related to this matter.   Later a leak was reported and no evidence of a roof leak was found by Commercial Ones maintenance.   ****** Roofing was called to perform an inspection of the roof and perform repairs as necessary.  There was a communication snafu that caused this to take a little longer than most service calls.  However, the work was performed and there has been no further report of leaking.  The area which is being reported as having Black Mold, may have mold but there has been no report that it is Black Mold or that it has been caused by a roof leak as it is not close to the area where the original leak was reported.  Additionally, mold is something that is a unit owner responsibility to remedy as it is not a common expense.
  
  Item #3. The rear stairs to the owners unit have been the subject of five (5) service repairs since 2012.  The stairs have been strengthened to accommodate the residents of the unit.  The manager did inspect the stairs and found that the steps appeared to be sturdy.  The owner was made aware that the Association would contribute $1,200 toward the replacement of the stairs and landing with the balance to be paid b y the unit owner.  The unit owner has not exercised this option.
  
  

  Customer response

  12/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22630829
  
  I am rejecting this response because: 

  This first photo of my pantry clearly shows damage caused by a leak in the ceiling which would be caused by the roof. 

  I have also attached images of my stairs that are rotting. 

  
  Regards,
  
  ****** *****

  Business response

  12/11/2024

  The rear stairs to the owners unit have been the subject of five (5) service repairs since 2012.  The stairs have been strengthened to accommodate the residents of the unit.  The manager did inspect the stairs and found that the steps appeared to be sturdy.  The owner was made aware that the Association would contribute $1,200 toward the replacement of the stairs and landing with the balance to be paid b y the unit owner.  The unit owner has not exercised this option.
  
  The area which is being reported as having Black Mold, may have mold but there has been no report that it is Black Mold or that it has been caused by a roof leak as it is not close to the area where the original leak was reported.  Additionally, mold is something that is a unit owner responsibility to remedy as it is not a common expense.

  Has the property owner made any effort to clean the pantry walls? Black mold is often confused with Mildew and can only be confirmed through testing not by appearance. 

• Initial Complaint

  03/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My condominium basement has flooded numerous times over the last year and has ruined belongings of mine each time. Commercial one Realtors have not fixed the problem. They have alleviated the plumbing issue but has never provided any cleanup or replaced damaged property. This is a recurring problem and just happened again on March 4, 2022.

  Business response

  03/15/2022

  ****** ***** is the owner of her condominium.  She is correct that there have been several sewer back-ups in her building over the past several months. Commercial One manages the Condominium Association on behalf of the Board of Directors of the ************* Condominium Association.  We have worked diligently with them to resolve this ongoing issue and they have invested more than $7,000 to resolve the issue which is the result of one of the unit owners in her building continuing to flush cat litter and disposable wipes into the sanitary line and creating blockage which results in the backup.
  

  As a homeowner Ms. *****’s personal belongings are her responsibility and she has been advised on more than one occasion to submit a claim with her insurance provider.
  
  In regards to clean-up we in conjunction with Ms. ***** scheduled ***** ******* Cleaning to meet her at 7:30 AM on March 5th to clean and disinfect her basement. Ms. ***** did not answer her door and did not respond to attempts to contact her throughout the day. Once she responded the basement was fully cleaned and disinfected.

   

  Customer response

  03/15/2022

  I am rejecting the businesses response. My basement flooded again on March 11th and they have not completed the maintenance request to clean and remove feces and toilet paper from my basement floor.

  Business response

  03/17/2022

  This work was approved by the Condo assoc. and the contractor, ***** *******.  The contractor is to coordinate access directly with the property owner. We do not have the ability to give access in that it is a private residence. 

  Customer response

  03/18/2022

  I accept the business's response to resolve this complaint. 
  

*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. ↩