ComplaintsforOnyx Realty

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in the ************************ condos which are managed by ****. There is a serious rat infestation within areas of the community and has been within the last year. The board and Onyx have both been provided photos, texts, emails, and calls from several residents including myself regarding this concern. There has been no resolution, despite this being brought up again during the monthly board meeting on 6/17. Pest control has placed bait stations in front of two areas, however they are not checked up on and the problem is still occurring. There has been no communication or concern regarding resolving this issue and it is a great concern.

  Business response

  06/26/2024

  Dear *****************,

  Thank you for fielding this request and the work you do to protect our communities.  First let me say that Onyx Realty manages HOA and Condominium communities.  In doing so, we take directives from our board members and often communicate with condo owners when there are services or repairs necessitated. 

   The ************************ ********************* is located across the street from a large shopping center and many fast-food restaurants.  Because of the raw food and dumpsters  at this property, ******** Village budgeted $8,967.42 this year for dealing with rodents and extermination.  So far, in just the first six months of the year we have spent $6,133.48 on extermination. Our exterminator has been there 14 times in the last six months.  Ten of those trips were to deal with rodents.  Last year we spent $13,069.47 on just exterminating.

  I feel that the ******** ************* and Onyx Realty have done a superb job of listening to both the owners and the tenants within the community.   Although I remain frustrated that the problem has not been cured to the satisfaction of all of the residents, we have received numerous perfect scores on after service surveys pertaining to the rodent issue.

  Thanking you in advanced for your attention to this matter.  

  Please remove this post.

  *******************
  Owner Onyx Realty

  Customer response

  07/08/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21903895
  
  I am rejecting this response because: 

  As of this writing, the ongoing issue of a live rat infestation is still prevalent in our community! There has been no transparency on the part of the board members or Onyx Realty to provide details or supporting information to satisfy the health and safety concerns that numerous homeowners within the community have addressed for well over a year.

  To suggest that the ************************ Condominium Communitys location is responsible for the frequency with which multiple rats (dead and alive) have been spotted within community streets, pictured on ring/video cameras, sighted in front of condos and porches, and caught on phone cameras is outrages and irresponsible. Incidentally the community lies a greater distance away than just across the street from a large shopping center and many fast food restaurants as suggested in the response from the business. To also suggest that budgetary restraints are a reason to restrict resolving a serious health and safety issue for residents is egregious on behalf of the business. As a homeowner who is home daily, I challenge the validity that a legitimate exterminator service has visited the community with the frequency and efficiency that the reply suggests. There are rat bait station traps placed in the neighborhood, with 8 on the homes adjacent to mine alone. There have been no signs of effectiveness with these and there has been no communication with myself regarding trying an alternative or escalated remedy, even though this was addressed by me on 6/17 at the *** board meeting with Onyx Realty representatives present. I have received no follow up from either party.

  Lastly, in listening to the owners and tenants within the community, Onyx Realty and the ******** ************* have elected to respond with inactivity, avoidance, and non resolutions for our valid concerns. Using my experience with this issue alone, it is my opinion that they have not done a superb job.
  

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

  Business response

  07/12/2024

  Dear ************************,
  
  We understand your concerns regarding the ongoing rodent issue in the ************************ Condominium Community. We understand the seriousness of this matter and acknowledge your frustrations.  We want to assure you that the health and safety of our community members are of utmost importance to us.  We take all reports of pest infestations seriously and as previously highlighted, we have extensive measures to address the issue.
  
  We have employed a licensed extermination service to set up rat bait station traps in the neighborhood, and we are continuously monitoring their effectiveness.
  
  While we understand your concerns about the frequency and efficiency of the exterminator service, we assure you that we are committed to finding a resolution.  However, it's important to note that resolving a pest infestation of this nature may take some time, community cooperation, and may require ongoing efforts to ensure long-term effectiveness. The adjacency of commercial dumpsters also adds to the challenge, as it can attract and sustain the rodent population. Combating such a widespread infestation requires careful coordination and strategic planning to ensure effective extermination.  
  
  The exterminator has visited the community over two dozen times in the last year and the association has spent over $7K in the last year to eradicate the possums, raccoons, and other rodents.
  
  Regarding the lack of communication and follow-up, we apologize for any oversight on our part and will take steps to improve our communication with homeowners regarding the progress and potential alternative or escalated remedies.
  
  Please be assured that we are actively addressing the rat infestation issue and will continue to explore all available options to resolve it.  We appreciate your patience and understanding as we work to mitigate this challenging situation.  If you have any further questions or would like to discuss this matter in more detail, please feel free to reach out to us directly.  We are actively seeking solutions and are always glad to listen to any ideas you may have that we have neglected to pursue.
  
  Sincerely,
  
  **** & *******************
  ************************ Condominium Managers
  Onyx Realty

• Initial Complaint

  05/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I emailed pictures to **** of Onyx Realty of a very poor mulch job done 5-22 - mulch on sidewalks, my bird bath, and cement mushroom; lack of mulch in a few areas, and piles of mulch not spread properly. **** had them come back twice and they only attempted to clean the mulch off, but not all off the birdbath or mushroom, and the latter 2 issues were not addressed. I sent more pictures, but **** emailed and said they've been there twice and he considered the job done. I replied and asked how much mulch should have been put down, but he refused to answer that question and to fix the remaining issues. He said the rain would clean off the mulch and I replied that it rained last night and the mulch was still there. **** is neglecting to do his job and hold the contractor accountable for fixing ALL of their mistakes.

  Business response

  05/24/2024

  Dear BBB and Readers,

  While we at Onyx pride ourselves in communicating and working to resolve each and every complaint we realize that not all issues will render satisfactory resolution.  There is no acceptable excuse for failure to achieve satisfactory resolution for each and every customer.  Our crews and the dedicated staff of Peabody Landscaping received an initial complaint from one resident of 533 owner in this community and subsequently returned to the property three times in the following hours to rectify this mulch issue.  We apparently failed to satisfier this customer and that is totally my fault.  I thank  our dedicated account manager **** ******** and Peabody Landscape for going the extra mile.

  ****

  Customer response

  05/24/2024

  
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint with the clarification that Onyx Realty had the vendor come only twice (proof in email from **** to me), not three times as was falsely stated in the above reply. The third time happened today, which resolved the issues.

  Furthermore, **** tried to indicate that I was the only one dissatisfied of 520 owners (not 533, as we only have 520 units, so he apparently has difficulty with being accurate with numbers), despite my letting him know that my neighbor, who is rarely there, also had a poor mulch job, and he shared in an email that the landscaping company had to clean ALL along the condos on Everbrook.

  It's amazing that he accepted fault for the very poor mulch job after flat out refusing to do so until I contacted the BBB.

  Therefore, thank you so much BBB for offering your services to help consumers get their issues resolved satisfactorily!

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

• Initial Complaint

  01/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Jan 3rd, 2024- I received bogus bill from the property Management Co. Onyx Realty. They claim I owe a late fee December 2023. I dispute the late fee. I sent my check in for Dec. payment and was not notified of a late fee until January 3rd of 2024. I do not owe them a late fee. Their billing statement says I owe $235.00 for January 2024. I sent them a check for the amount of $235.00 for Jan. 2024 as they directed on that statement. Again, I do not owe them any late fees. I dispute this bogus bill. Thank you for your time and consideration.

  Business response

  01/05/2024

  Dear BBB,

  The Alkire Park Condominium Association has a collection policy that has been shared with all residents and is enforced by the association consistently. Unfortunately we cannot discuss any owner's specific account or any balances they may have with anyone but that owner. Owners are welcome to contact our office with any questions on their account, and any charge disputes will be presented to the board for review. 

  ****

  Customer response

  01/08/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21093982
  
  I am rejecting this response because: Onyx is NOT entitled to the new debt.  Also, they have already posted retaliatory action; added extra fines due that I do not owe.
  
  Regards,
  
  **** ********

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roof leak in master bedroom. Called property manager everyday - 3 weeks. Visited PM office in person - twice - 2 weeks. My roof has NOT been fixed. They sent a roofer a week ago - he was here 7 minutes & did not appear to do anything - no report or follow up was provided, he just scurried up & down a ladder - then drove off without saying a word. My Gutters are completely full & clogged. No one from ONYX has come out to inspect my unit. I informed them my roof hasn’t been fixed. They have since stopped returning my calls & as of this morning - ONYX informed me my Telephone Number has been blocked - citing harassment. As far as I know - No Roofer has been contacted or contracted to fix my roof. Sidenote: i also informed my Property Management Team (ONYX Realty) that I was promised a key to my Mailbox & Storage Unit when I bought this Condo - I have not received either key… and have received ZERO response from ONYX regarding this issue. Exasperated, I am now reaching out to the BBB, for the first time in my life, as I’ve exhausted communication with my Property Mgr (**** ***** - Owner or ONYX Realty). I don’t know what other course of action I can take to get my Roof fixed ? I don’t want to harrasss my PM - I just want to be able to get a good nite sleep back in my Master Bedroom. Also, I want to protect this investment - My brand new condo. I understand that I am responsible for the inside of my Condo, but My Property Manager is responsible for the outside & roof. Well - my roof is leaking & I want it fixed NOW! What are my next steps? If my Property Manager blocks my number & does not reply to my complaints - who do I contact for help ? Who assists me at my property - if my property manager refuses ? I need my roof fixed & gutters cleaned before the next rainfall. The leak in my bedroom is getting worse, not better. Thank you for your consideration.

  Business response

  12/21/2023

  Dear BBB & Readers,

  Our firm had our best roofer scheduled to fix this issue weeks ago and the owner hung up on them three times and was so rude they refused to deal with the owner.  A second roofer went and fixed this roof on December 8, 2023.  The owner continued to harass the neighbors and our firm.  There was never any roof leak or water damage to this condo or any others.  This was a complaint about a spot on the ceiling that was even apparent on the Zillow advertisement from October when this owner purchased the condo.  There have been two police reports filed against this owner.  One because he came to our offices twice and was harassing and belligerent, and the second for threatening his neighbors who neglected to show adequate concern for his plight.  I request that you remove this complaint because it is not accurate.

*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. ↩