ComplaintsforEquity Lifestyle Properties, Inc.

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9-13-2024 I purchased a Thousand Trails Camping Pass, Southwest Region. At that time, they advertised an add-on with Encore properties for 100's more available RV parks. We are planning to travel in ******** where many of Encore properties are located. After making the purchase I looked into what parks we would use only to find out they are age restricted and no kids allowed. This reduced the 100's of RV sites to just 2, one in ******** and one in **********. I contacted Thousand Trails on 10-4-2024 to request the Encore portion of the membership be removed. I was told I could cancel it but would not be given a refund.There is no mention of age restriction/no kids in the advertisement, for this reason I feel this was a bait and switch tactic advertising 100's of sites that were only 2. I am asking for the Encore addition be credited to my credit card.I paid $470 for the Thousand Trails camping pass and $425 for the Encore add-on for a total $895. I am requesting $425 to be credited to my card.

  

  Business response

  10/21/2024

  Dear Ms. ***** thank you for contacting us regarding your Thousand Trails membership. We apologize for any confusion you may have experienced when purchasing your membership and the Trails Collection ********* is our understanding that the age-qualified locations in the Trails Collection program are clearly noted as such in the screenshot you provided.However, as a gesture of our dedication to customer service, our membership services team will cancel this add on and refund you the $425 you paid to add the Trails Collection to your membership. Please allow 1-14 days for this refund to appear on your credit card statement. Thank you again for contacting us.

  Customer response

  10/23/2024

   
  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

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a campground reserved for August 8 at ***********, ******* ME. We paid $1000 to hold this campground It was booked and paid April 1, 2024. On the way to ******* Maine, we had an accident with the motorhome and were unable to continue. I left a message the morning of August 6 and talked to personnel at the campground to cancel the same morning. I was told I would get a complete refund. Since then, I have spoken to the campground 9/4, 9/14, 9/24 or left a message. No one calls back. Each time I am told I will receive a refund. This campground is part of the organization Thousand Trails. I was told Thousand Trails would send a check. I called Thousand Trails on 9/26 and they had our reservations number but had not heard of our refund. They were to call back after investigation. No call back. I think I deserve most of my money back. I offered to send a copy of the police report and pictures of the accident and was told not necessary. Reservation Number ********** *** *****

  

  Business response

  10/21/2024

  Dear ******************* thank you for contacting us regarding your reservation at Narrows Too Camping Resort. Our team is exploring your request with the appropriate teams and will be in touch with you once we are able to offer a resolution. Your satisfaction is important to us, and we are working to investigate this as quickly as possible. Thank you again for contacting us.

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live at the Winds of ******************** on ********, **. I submitted a request to our office in August of last year to have the existing trees ( not planted by residents) trimmed, which have dead branches, etc., and may cause damage to our homes due to strong winds from a storm such as a hurricane. It is my understanding that the trimming should be done in August. However, it is nearly October and the trees haven't been trimmed. In the meantime, we had issues from Hurricane ******. There were many branches littering our neighborhood, which the residents had to take care of, and some elderly people were on ladders pulling large dead branches out of the trees. I would think E.L.S. should be concerned about a law suit in the instance of an accident due to their negligence in this matter. I did speak to the manager about the untrimmed trees and he said " it depends on how much money we have." Isn't that covered by our lot rent that just increased by $67.00? Please look into this matter. We residents are tired of these acts of negligence. Thank you

  

  Business response

  10/15/2024

  Dear Ms. ************* thank you for contacting us regarding the Winds of Saint ******* North. It is our understanding that the management team at the community plans to have this tree trimmed the next time the tree trimming vendor visits the property. In the meantime, this team is arranging to have the broken branches in question removed from the affected home sites. Thank you again for contacting us.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We have been residents of ************ Resort for over 5 years now. We have paid every month without issues. We want to file a complaint as a pervious manager has written a ongoing contract for lot fees on our second lot. Our lease renews on October 1st of each year. We were just made aware our fees nearly trippled for no just cause other than new management. Said lot is 1/3 of normal lots as well as not accessible to most RVs. This complaint is raising rent without just cause for a vacant lot. Our lot our home is on is 250 less than what they want to charge for the vacant lot.

  

  Business response

  10/02/2024

  Dear *********************** thank you for contacting us regarding your site at Encore *********. It is our understanding that by having items on site #**, you are in violation of your site rental agreement. Because your belongings are occupying a second site, you have incurred a fee in the amount the annual site rent for that site. If you remove your belongings from and keep them off site #**, you will not be expected to pay these fees. Thank you again for contacting us. 

  Customer response

  10/02/2024

   
  Complaint: 22331641
  
  I am rejecting this response because: We had a written and signed ongoing lease from a prior management.  We paid monthly for 2 years per this ongoing written lease from management.  We were told this was an ongoing agreement as long as terms were met. This year the lease went from ****** per month to a ****** a month price increase. This is not supposed to happen as this site is 1/3 the size of a normal lot! Sewer has backed up on MANY occasions as well as electrical fires. We took upon this site as agreed by management and paid as per signed contract. We can provide bank statements showing this fee being taken out for a solid 2 years. Not to mention very few campers can fit on this lot. We are simply asking to foe you to honor the agreement of prior management. 
  
  Sincerely,
  
  ***** & ******* *********

  

  Business response

  10/10/2024

  Thank you again for contacting us. Regardless of how long you have been utilizing site #** in addition to your own site prior to the notification of your lot rent increasing, your current lease is only for occupancy of one site. If you do not wish to pay the extra fee for the second site, you must remove your belongings from and keep them off the site. Once your belongings have been removed, you will no longer be expected to pay fees for site #**.

  Customer response

  10/10/2024

   
  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.

  Just want you to know we have a seperate contract for site 52. We have a physical copy on hand. Just wanting you to know there's quite a few behind the scenes things going on within this park. Our things are removed from site 52
  
  Sincerely,
  
  ***** & ******* *********

• Initial Complaint

  09/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Vero Palm Estates has been without a maintenance person for 4 months. The condition of the park is deteriorating and the upkeep services are not being provided. The ********* has met with management weekly without any results or resolution. Several residents have asked about the job but are being denied. What will it take to get upper management to respond and resolve the problem? There is dirty pool furniture, broken dog park fence, lack of weekly care of bocce and shuffleboard areas. Trash is piling up, weeds and trees are over grown, light are out etc.

  

  Business response

  09/25/2024

  Dear Ms. ******** thank you for contacting us regarding ********************************. It is our understanding that the management team at your community is actively recruiting for this role and look forward to bringing on a team member to address maintenance items throughout the community. In the meantime, the management team is working to address these items in a timely fashion. This team has repaired the dog fence, washed the pool furniture and ensured that trash is being hauled regularly. The most recent meeting between the *** and the community management team was on August 16th during which the manager provided updates on the items discussed. Thank you again for contacting us.

  Customer response

  09/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partially satisfactory to me at this time. I reserve the right to reopen this case if certain conditions do not improve! 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  09/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had partial electric when weather was over 95 degrees. No air conditioner for 9 days. ELS said it was FPL problem and *** said it was ELS problem as they had an independent electrician working here. I threatened ELS I was going to notify the media. Their electrician came out that day and fixed the problem. I an asking for a deduction on my lit rent for one week

  

  Business response

  09/30/2024

  Dear Ms. ****** thank you for contacting us regarding **********. It is our understanding that following some work that was completed on the pedestal behind your home by the communitys third-party vendor, damage to the Florida Power and Light electrical line was discovered. Repairing FPL lines is the sole responsibility of *** and outside vendors, including our own, are not permitted to attempt repairs. The management team at ********** notified them to remedy the damage promptly and the communitys vendor installed a temporary service so that your home could be cooled while we continue to await FPL making a more permanent repair. Thank you again for contacting us.
  

• Initial Complaint

  09/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Services not provided as promised. Resort community not kept as promised. Grass not cut at present 15 inches tall, buildings not replaced after fire, other homes that have been half torn down just left for the debride to blow and damage out property. chairs in common areas in disrepair, this is supposed to be a resort community, and *** is not living up to their promises. This is what our HOA /lot rent is supposed to pay for.

  

  Business response

  09/20/2024

  Thank you for contacting us regarding Bay Indies. It is our understanding that the management team at ********** is collaborating with the third-party landscaping vendor to address outstanding items and get caught up on landscaping needs throughout the community. Attached is an email sent by community management on Friday, September 13th regarding your concerns. If you have any questions or comments about what is happening in the community, please dont hesitate to call the management office. Thank you again for contacting us. 

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is a 55+ community and we pay over $1200 monthly lot fee which is supposed to include mowing. There have been issues getting the grass mowed for over six months. Our grass if over a foot tall in places and hasn't been mowed in weeks. All the office tells us is, there is a problem and they are working on it. They don't communicate anything with us; we always have to call and get the same old non answer.

  

  Business response

  09/20/2024

  Dear Mr. ****************** you for contacting us regarding Bay Indies. It is our understanding that the management team at ********** is collaborating with the third-party landscaping vendor to address outstanding items and get caught up on landscaping needs throughout the community. Attached is an email sent by community management on Friday, September 13th regarding your concerns. If you have any questions or comments about what is happening in the community, please dont hesitate to call the management office. Thank you again for contacting us. 

  Customer response

  09/22/2024

   
  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

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is promoted by *** as a Resort Community. The Landscape Maintenance, service by *** as part of our rent, has been deplorable for several months. This past winter, local management let the landscape contract expire and no lawn mowing for several weeks. This summer, they have consistently failed to provide weekly mowing and our laws have become hayfields. All residents (***** sites) are impacted and social media is full of complaints. We seek a resolution from ******* to over-rule local management and restore an adequate mowing service. Local management's claim that we have had far more rain than normal does not justify the fact that the current contractor does not have adequate means to provide the necessary services.

  

  Business response

  09/20/2024

  Dear Mr. ******************** you for contacting us regarding Bay Indies. It is our understanding that the management team at ********** is collaborating with the third-party landscaping vendor to address outstanding items and get caught up on landscaping needs throughout the community. Attached is an email sent by community management on Friday, September 13th regarding your concerns. If you have any questions or comments about what is happening in the community, please dont hesitate to call the management office. Thank you again for contacting us. 

  Customer response

  09/20/2024

   
  Complaint: 22261740
  
  I am rejecting this response because:  Local Management has continued to mis-mange the landscaping contract.  The current contractor has demonstrated a lack of equipment and personnell to complete the work.  Contacting the local office does not bring results......the answer is always, "We are working on it" and no improvements are made.  This has been on going for months.  Corporate needs to conduct a performance evaluation of local management.
  
  Sincerely,
  
  ******* ********

  

  Business response

  09/30/2024

  Thank you again for contacting us. We understand your concerns regarding landscaping services in the community and want to assure you that we are actively addressing the situation. Our management team is working closely with the third-party landscaping vendor to resolve any outstanding issues and address the community's landscaping needs. While some areas may not be fully serviced,the vendor is on-site weekly, and no resident is going more than two weeks without service. We are committed to improving this process, and we appreciate your patience as we work toward a solution. If you have any questions or concerns, please dont hesitate to reach out to the management office.

  Customer response

  09/30/2024

   
  Complaint: 22261740
  
  I am rejecting this response because: Our prospectus provides for wekly mowing during summer months.  The response that no homeowner has gone more than 2 weeks without lawn service is in non compliance with our prospectus.  This has been going on all summer.  Management is not responsive to our required services.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  09/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to urgently request clarification and assistance regarding two critical issues we are facing at Pheasant Estates. Despite numerous attempts to resolve these matters through the local office, we have encountered significant difficulties and unhelpful behavior, particularly from ******, who has been rude and dismissive, even hanging up on us during a call, which we have recorded. This experience has left us with no choice but to escalate our concerns to you directly, as our efforts to contact the *** number *************) have also gone unanswered.Issue 1: Home Move Process and Application Requirement We were informed by ****** at Pheasant Estates that buyers of our home, who already own land and have purchased the home, must submit an application on MyMHCommunity before moving the home. We need confirmation on whether this is indeed the correct process and if the investors lease would cover all liabilities related to the move. Its crucial that we get accurate information directly from the source, as conflicting information has added unnecessary stress to an already challenging situation.Issue 2: Voided Lease and Ongoing Charges Additionally, we are still being charged for each month despite having informed and shown ****** that our lease was voided by ****** due to the planned move. We have this voided lease in writing, via an email from ****** with the company domain, which serves as proof. ****** insists this did not happen, yet we have documented evidence that it did. Even if ****** mistakenly voided the lease, the error should not be penalized against us. We need assistance in resolving this matter and ensuring that we are not unjustly charged moving forward.Given the severity of these issues, the lack of assistance from the local office, and the ongoing financial impact, we urgently request your intervention to resolve these matters promptly.Thank you for your immediate attention to this urgent matter.

  

  Business response

  09/17/2024

  Dear Ms. ****** thank you for contacting us regarding ************************************. It is our understanding that while you did not sign a new lease for your rented home site at the Community, which had been sent to you for execution via DocuSign,your previous lease states on page 5 that unless Tenant shall notify the Landlord thirty days prior to the expiration of the Lease Agreement, or any renewal thereof, that Tenant does not intend to renew the Lease or unless the Landlord has notified Tenant thirty days prior to the expiration of the Lease that the Lease will not be renewed for any reason... the Lease will be automatically renewed for a term of two (2) years.  You did not notify the Community of your intent to terminate your Lease Agreement dated June ******* at least 30 days prior to its expiration (that Lease Agreement had already renewed once for 2 years and that 2-year lease term would have expired on June 30, 2024).  Accordingly, that lease automatically renewed for an additional term of two (2) years and continues to be your existing Lease Agreement with the Community.  That Lease Agreement was never voided.  Rather, it appears that you did not sign a new Lease Agreement that was presented to you, and that the DocuSign packet containing that Lease Agreement was voided.  Your prior lease therefore continues to control,as it renewed through June 2026.   
  
  According to page 2 of your lease, any prospective purchaser of tenants home that wants to reside in ************* Estates must qualify under the current requirements and policies of landlord and, prior to closing, must obtain a written and signed lease. Upon sale to a purchaser duly approved by landlord it is agreed that this lease will be terminated at the time Landlord receives an executed Lease Agreement from said purchaser.  In other words, once the buyer of your home is approved for tenancy, your existing Lease Agreement will automatically terminate.  Should your buyer not desire to reside in the Community, then they should still submit an application and, provided they qualify, would be permitted to sign a storage agreement until they are able to move the home out of the Community with proper notice.
  
  Regarding moving the home from the Community, ************* Estates requires tenants provide at least 30 days notice of moving a home from the lot, as stated in your lease on page 5. Once the buyer of your home completes their application as is approved by Pheasant Lake Estates management, your lease will be terminated, and the buyer can move forward with moving the home. Thank you again for contacting us. 

  Customer response

  09/18/2024

   
  Complaint: 22238601
  
  I am rejecting this response because:

  Thank you for your response and clarification regarding the renewal clause in the original lease agreement. I would like to address some inconsistencies that raise concerns about the claim that the lease automatically renewed in June 2024.
  
  1. Docusign Lease Requests:
  
  If the lease had automatically renewed as you claim, it is unclear why I received multiple Docusign requests between July 8th and July 30th to sign a new lease. The act of sending a new lease via ******** suggests that you were seeking my signature for a new agreement, which contradicts the assertion that the lease had already renewed automatically. This action indicates that a new lease was required for the continuation of the agreement, and the fact that I did not sign means no new lease was finalized.
  
  2. Voided Docusign Lease:
  
  The Docusign lease was voided with the reason listed as not signing, selling home. This indicates that, from your side, you acknowledged that I had chosen not to sign a new agreement and, as a result, the Docusign packet was voided. If the lease had indeed automatically renewed in June, there would have been no need to void the Docusign packet. The voiding of the new lease clearly suggests that the lease was contingent on my signature, which I did not provide.
  
  3. Lack of Written Notice Before Expiration:
  
  While you claim that the lease automatically renewed due to my not providing notice prior to June 30, 2024, I want to emphasize that once I informed your office of my intent to leave and declined to sign the Docusign lease, the process of automatic renewal was effectively nullified. Furthermore, the voiding of the Docusign packet directly after I informed you of my intent to vacate further supports that there was no finalized renewal.
  
  Request for Clarification:
  
  In light of these points, I kindly request that this matter be reviewed again, as the actions taken by property managementsending and voiding the Docusign leasecontradict the claim that an automatic renewal was in effect. I would also like to request confirmation that no eviction or collections action will be pursued based on a lease that was not finalized.

  Attachments and Supporting Evidence:
  
  I have attached the following documents to support my position:
  
  Screenshots of the Docusign emails: These show the dates between July 8th and July 30th, 2024, when I was repeatedly sent a new lease for signing, which contradicts the claim of an automatic lease renewal in June.
  Voided Docusign email: This confirms that the Docusign lease was voided under the reason not signing, selling home, further supporting that no valid lease was in effect.
  
  While I understand the language of the original lease, the actions taken by your officespecifically sending a new lease for signing and then voiding it when I declineddirectly contradict the claim of an automatic renewal. I respectfully request that these facts and attached evidence are not overlooked in your review of this matter.

  
  Thank you for your attention to this matter. I look forward to your prompt resolution.

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

  

  Business response

  09/24/2024

  Thank you again for contacting us. While we disagree with your statements regarding the lease agreement, we have reached out to the buyers of the home directly regarding removal of the home from the community, and our manager will reach out to you directly in an effort to resolve this matter.  Thank you. 

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