ComplaintsforCitadel Property Management Group, Inc.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Citadel property management group, did not send me my yearly *** premium request via mail. I reached out to them, to informed them why I havent received my yearly payment request. My information was taken down, and a week or two later I get the letter, that states my yearly *** fees, plus a late fee. I went ahead and reached back out to them, and still havent received a call back or an email on why they charging me a late fee. I never received the letter in the first place and now they want to communicate with me regarding the late fee. I have not paid the *** fees yet, but Im coming close where I have to, or be charge additional fees.

  Business response

  04/23/2024

  A notice of the Annual Meeting set for November 9, 2023 was mailed to each and every homeowner 30 days prior to this meeting date with a proof of notice.  This notification included information of the approved budget for 2024 and included a copy of the approved 2024 budget. This notice also included notification that the Annual statements would be mailed to all owners in November (2023).  Order for the annual statements was submitted for printing and mailing to ALL owners at the same time back in November 2023.  Notification as required by Florida Statute and/or the governing documents were provided to all owners.  In fact, at least two notifications of the Annual dues were provided to all owners exceeding the notification requirements.  A third notification was provided via email to all owners on January 1, 2024 when the annual assessment was actually applied to the owner's account.  Payments were due for all owners by January 31, 2024. There was no report of any significant mail delivery problems and based on the low percentage of receivables outstanding as of February 1, 2024 it would support any such issue with the notifications.  Further, there is no record of this homeowner contacted the Association nor Citadel Management prior to April 17/18.  Communications are logged by the software/system and reflect such communications.  This homeowner received a response as an electronic notification was sent after her communication was received in order to access the Association's web portal.  Additional time was provided to all owners with a balance due until the time notifications were sent out in March 2024.  At which time late fees were applied in accordance with the governing documents of the Association.     

  Customer response

  04/24/2024

   
  Complaint: 21590352
  
  I am rejecting this response because:

  No Letter was ever sent to me regarding my HOA payment. I made an outbound call  on 3/29/24 regarding the status of my premium. Per the attachment I provided, it shows that the late fee was applied the date I call. If a letter was sent, then my account would reflect the late payment no later than January. I also reached out again regarding the late fees, and never received a call back, which lead me to send them an email, with no response.

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

• Initial Complaint

  07/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Ive been contacting you all for over a year trying to figure out what happened to my lost money order and getting a payoff request for the lien that you all have placed on my home. I was not even supposed to owe HOA fees in 2022 because they were supposed to had been paid for two years according to my contract for the new home I purchased. Then I paid the amount that it said I owed on the account in March and then in June you all added another amount, which I will not be paying. *** left so many voicemails, *** even tried to get in contact with the emergency line and you all dont answer there. As a property management group running multiplie HOAs you all should at least have someone available to take phone calls. Im actually still waiting for someone to return my call from back in March when I called and someone actually picked up. Today will be my last time reaching out before I get a lawyer involved. I would also like the information to the legal department because this is honestly so unprofessional. The fact that no one answers call, emails and refuse to return them. This is unprofessional and quite frankly frustrating. Then to come up to the office and you all wont see people either. Im sick of it. The WORST PROPERTY MANAGEMENT COMPANY and if dont hear from someone with 72 business hours; I am filing a civil complaint.

  Business response

  07/31/2023

  1.  The communication from the Better Business Bureau dated 7/30/23 was the FIRST communication received.

  2. The referenced homeowner had a balance due for the Annual Assessments for her ********************* come due January 1, 2022.  Disbursements from the ************* were received however they did not include full payment for the 2022 Annual Assessment.  Payments were due by January 31st.  Additional time was provided and notice of balance due was sent on 2/10/22 (via mail and email) in accordance with Florida Statutes. Second notice of balance due was sent via mail and email on 3/17/22.  Additional notice was not required by Statute but HOA was providing additional courtesy notice to resolve balances due.  No response and no communication from homeowner.  Pre-Lien notice was provided to homeowner on 5/11/23 in accordance with ******* Statute (Certified Return Receipt and first class mail). Also via email.  Homeowner contacted our office on 5/12/22 advising that she had sent a money order for her payment and she stated ****** told her it had cleared.  We have no record of this alleged money order and we advised the homeowner to provide documentation of the alleged payment so we could research further.  Homeowner never provided any information regarding the alleged payment.  In accordance with ******* Statute the account was forwarded to the Association's attorney for collections on 6/27/22.  No response or communication from homeowner to the Association nor the Association's attorney.  The Association's attorney collection notice(s) reflect that any communication and/or payments regarding the homeowner's account were to be made directly with the Association's attorney office NOT with Citadel Management.  

  On 10/24/22 homeowner updated her online account with the Association and added a payment method and provided a payment Check ********* for $275 and Check ********* for $100.25.  Both payments were returned by the bank as invalid payments.

  On 11/14/22 homeowner updated online account with the Association and added a payment method and provided a payment online Check ********* for $350.  This payment was returned by the bank as invalid payment.

  On 11/14/22 homeowner updated online account again with two more payment methods. No payments attempted with these two updated methods.  

  On 1/4/23 homeowners made a payment via online account for $85.25.  Payment Chk ********* returned by bank as invalid payment.  

  On 4/24/23 homeowner added a payment method and made a payment via online account for $425.25.  Payment Chk ********* returned by bank as invalid payment.  

  Our office communicated with **************** on several occasions and advised her on details regarding her account and further advised after it was sent to the attorney that she needed to direct her communications to the attorney's office and not to continue to contact Citadel Management.  We were advised by the Association's attorney that **************** did also contact their office and they had also spoken with and advised her on the matter.  **************** has received responses from our office and the attorney's office and has the contact information for the attorney's office.  Filing and service of required documents regarding collections from the attorney have been processed to her.  She has been provided more than reasonable notice and opportunity to resolve this matter and attempting to make invalid payments has further exacerbated her situation..  

  3.  The Association's attorney information is Zetroeur ******** PLLC - ************************************************************* - ************

   

   

   

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ****, I am deaf and mute and the owner of the townhome located at ******************************************************************* -Just a little background we had drywall damage repaired last year, through our insurance because we thought it was a plumbing pipe issue, turns out it was not, because the leak and damaged returned even after toilets Faucets and showers were completely fixed and replaced. The roof began getting repaired on 10/3, I had my daughter in law talk to them, because they spent an entire day gutting out my roof alone, they explained to her that the entire roof and beams are rotten leading down to the sub roof.They had to replace panels of wood in the entire area, repair roof and shingles. Our insurance obviously is not going to pay a second time to repair something that they already paid to repair. So we asked the *** for information to submit a claim and have them pay for these damages, and ***********************, Association Manager, said no. He said, the job was done poorly and thats why it damaged the drywall in the walls again, which makes no sense, since the repairs done were for plumbing and roofing is the ***'s responsibility. Also **************** is not a licensed contractor, so how he came to this determination, without ever looking at the job, is beyond me. As I mentioned I am deaf and mute, which to **************** translates to Dumb. He spoke to me in a tone, that was uncalled for and rude in every message. My only hope is that now since the roof has been repaired, once we have this entire area looked at and re-repaired, and any underlying wood that might have been affected this will be a final repair. I simply asked for them to allow me to file a claim and have contractors look at the damage, and he said No. No further explanation. I am 70, disabled and on a fixed income and I lost my husband in 2019, so they see an old lady that they can walk all over and disrespect, not a human being. One picture shows before /after the damage from the roof leak

  Business response

  11/18/2022

  There are a number of questionable items throughout this submitted complaint.  

  I spoke with ****************, the President of this community, reviewed records and reviewed the governing documents of the community for a response. 

  -  The governing documents of the Association delineate responsibilities of maintenance, repairs and replacement.  ********* and **************** act in accordance with said documents that have been in place since the original development of the Association.  The President and **************** do recall the matter from "last year" as mentioned in the complaint and any such issue(s) and damage(s) were homeowner responsibilities and handled as such. A claim against the ********************* for home owner responsibilities would be unwarranted.  

  - This is the first report or knowledge for Management or the ***** of ********* of this "damage".  Since this matter from "last year" there is no record of any report from ****************, her son or anyone representing **************** of any roof leak or any matter relative to this "damage" that the complaint and picture included with the complaint refer to.  The President as well was not aware of any roof leak or any issue(s) for this unit in this regards as well until this morning when **************** and I spoke with him.. The President is very active and essentially knows most of everything in relation to these types of issues.  Owners and residents alike usually will contact the President first before *****************  The President then contacts **************** and work order and record is created (if a work order is warranted).  This process works the same in the reciprocal.    

  - The governing documents and responsibilities of owner and Association do not change based on the source so the following is actually not relevant.  However, the inconsistencies in the complaint are worth noting.  This complaint has no reference as to when this alleged "damage returned" but does indicate the problem still existed after the work was done by their insurance company "last year".   As the complaint indicates their insurance claim paid for toilets, faucets and showers were completely fixed and replaced and that this "damage" would have also been addressed at that time.  The complainant is seemingly indicating that the original damage was not from what was done from their claim but from a roof leak.  If the "damaged returned" and was from a roof leak that would indicate that the roof leak existed for at a minimum of approximately **** months.  This included the full ******* rainy season and included 2 Hurricanes/Tropical storms.  a) The owner waited **** months to report this matter  b) after this amount of time and **** months of the roof leak occurring there would not be anyone who would look at the picture of the so called "damage" and support the complainant's claim of a roof leak. 

  The reported "damage" is an owner responsibility and based on other facts it more readily represents an old repair that was done poorly.  Presumably likely from the work done by the owner from their insurance claim "last year"

  -The roof repairs the complainant refers to was actually the entire roof being replaced for that building.  This was one of two roofs replaced in October.  There were no reported roof leaks for this unit nor any other unit in this building or the second building.  These replacements were already scheduled at the beginning of 2022 as a regular schedule for replacement of roofs and all capital expenditures based on life expectancies.   Again, not because there were any known or reported deficiencies.

  - Any past matters and communications over the years with ******************** unit have been with ******************** son, not **************** directly. **************** has never met **************** in person and was unaware of her age and that she was deaf and mute until this complaint.  **************** has never spoken with **************** directly and now knowing that she is deaf and mute it seems very odd that **************** would indicate in her complaint that "he spoke to her in a tone and rude in every message". 

  -These allegations against **************** are simply false and never occurred and are readily seemingly are unfounded and readily slanderous.  

   

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