Complaints

This profile includes complaints for Kass Management Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kass Management Services, Inc.

  2000 N Racine Ave Ste 4400 Chicago, IL 60614-7010

  
• 

  Kass Management Services, Inc.

  1740 E 55th St Chicago, IL 60615-5982

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Despite renewing for a July '26 end, shower painted for "new tenants," belongings trashed and left in disarray, essential fixtures removed, repair incomplete and shoddy (shower rod unusable). Received conflicting info on showings; told none, yet unit toured on 5/18 and more scheduled. Demand immediate manager contact to rectify: cancel all showings, complete proper repairs, and freeze rent at $1250 for the next term as minimum compensation for significant disruption, property damage, and misinformation. Further legal/tenant rights action considered if issues unresolved promptly and fairly. Unacceptable living conditions and management practices.

  

  Business Response

  Date: 05/20/2025

  Hi *******,

  Your lease renewal has not been signed yet which is the reason your unit is on the market and being shown. If you would like to renew please sign the lease renewal ASAP.

  Thank you,

  Kass Management Services

• Initial Complaint

  Date:04/24/2025

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are requesting to cancel the lease renewal effective from June ****** to May 31, 2026, due to the rat infestation and landlords failure to disclose and effectively treat the infestation, and potential health related hazardous conditions. Had tenants known about the rat infestation throughout the building, they would not have renewed the lease agreement.Tenants reported a rat infestation in their apartment on or about March 29, 2025. Tenants were told that multiple units in the building had rat infestation for several months starting in January. The unit next to tenants 3W tried multiple attempts to contact your office to get rid of the rats and installed a pet camera to document the rats in their apartment to prove infestation so action would be taken by management company. ***************** stated that it would be difficult to eradicate the rats in a large building with multiple units affected. Management response is to fix holes from rats with drywall which according to the pest control will be ineffective long term. Still hearing rats in the walls and have found rat f**** on the floor in apartment making this not safe to live.Our attorney sent a letter to notify Kass that we will move out at end of current lease. and email as well as certified mail on April 10th, we sent an email to our property manager, ****** *****, calls and texts but landlord claimed did not receive any of this communication. Only way got a response is to submit maintenance request. We have given almost 60 days notice and feel like based on the situation, the landlord has ample time to fix the rat issue when we move out and rent the apartment.

  

  Business Response

  Date: 04/30/2025

  Hi ***,

  Please see the attached service report from ******************* regarding your unit. Please contact ******************************************************************** for updates on the renewal cancellation request.

  Sincerely, 

  Kass Management Services

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23244191
  
  I am rejecting this response because:
  Hello, this complaint is not closed or resolved. Property management is claiming no rats but the pest control found rat footprints entry points for the rats in the batrhoom, kitchen, and bedroom closet. In addition, resident found rat f**** several times in the living room. In addition, here are the documented maintenance requests that show this was not resolved that the lanlord cancelled for some reason.
  
  This management company failed to notify residents of the building of an ongoing rat issue since January. If we had known, would have NEVER resigned a least starting in June. We have enlisted an attorney who notified **** via certified mail and email on April 10th that we would be moving at the end of the current lease on May 31st.
  
  Please reopen the complaint, this issue is not resolved because the new lease has not been canceled as requested by our attorney. I have included a word document which shows the maintenance requests and the cancellation of those requests by management.
  
  *** *******
  Sincerely,
  
  *** *******

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23244191
  
  I am rejecting this response because:
  Hello, this complaint is not closed or resolved. Property management is claiming no rats but the pest control found rat footprints entry points for the rats in the batrhoom, kitchen, and bedroom closet. In addition, resident found rat f**** several times in the living room. In addition, here are the documented maintenance requests that show this was not resolved that the lanlord cancelled for some reason.
  
  This management company failed to notify residents of the building of an ongoing rat issue since January. If we had known, would have NEVER resigned a least starting in June. We have enlisted an attorney who notified **** via certified mail and email on April 10th that we would be moving at the end of the current lease on May 31st.
  
  Please reopen the complaint, this issue is not resolved because the new lease has not been canceled as requested by our attorney. I have included a word document which shows the maintenance requests and the cancellation of those requests by management.
  
  *** *******
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 05/20/2025

  Good morning,

  We will have our attorney, ****** *****, reply to your attorney.

  Thank you,

  Kass Management Services

  Customer Answer

  Date: 05/29/2025

  Complaint: 23244191
  
  I am rejecting this response because: This complaint is not resolved. Kass Management said there were no rats, but the report from Rose **** Control Clearly states rat footprints on the kitchen counter as well as entry holes in the wall that were closed and traps put in the apartment. We notified Kass 60 days ago, and after 14 days, the issue was not resolved. They said they will contact our attorney but have not. We have been great tenants and paid our rent on time every month. If they had properly notified the residents of the building when many other units in the building had rat infestations, we would not have resigned a lease for a 2nd year. Thank you.
  
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 06/05/2025

  We have reached out to our attorney again who has informed us a response is forthcoming. 

• Initial Complaint

  Date:01/09/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am the current resident of the apartment by **** management. The apartment had repetitive rat encounters and the various other problems including broken bathroom tiles and water leaks to which the property care taker said that there is barely anything that management would do. So I decided to move out in December, they asked me for one months rent as relet fee. I also paid the December and January rent as usual, I have advertised the apartment as good faith effort to find any tenant but given the conditions no one is ready to take it. I believe the management should be equally responsible for this condition and finding a tenant, they are least bothered and provide me with no updates. Inspite of calling them and mailing them I get no response at all and they only contact me for the rent. Having paid the two months rent and relet fee on top of that I should not be responsible for paying for there unfair apartment conditions.

  

  Business Response

  Date: 01/13/2025

  Mausam,

  Please enter work order requests for repairs in the rent cafe portal for the fastest response. Your unit is on the market and available for rent. Leasing season generally becomes much more active in late winter so there should be interest in your unit as we get closer to spring. If we are unsuccessful in renting the unit the relet fee will be refunded.

  Thank you,

  Kass Management 

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22789446
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:12/16/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm a current resident at one of their buildings and am experiencing a disruption in my sleep due to the tenants above me. The tenants are making noise starting at 9:30 p.m. until 6 a.m. or 7 a.m. in the morning. I have sent countless emails to the senior property manager as well as residential support. The only thing I'm being told is that they will have a serious conversation with the tenant. The noise continues each night. I work during the day and I can not function on four hours of sleep. I've had issues with these tenants every since the property manager told me to call the police on them for blasting their music. They've done everything that they can think of to disturb me, they've bounced a basketball throughout their unit, rolled furniture from room to room at 1 a.m. in the morning to using my apartment number for their mail. I'm fed up!!! I've asked the property management company to release me from my lease or give me an earlier end date to my lease. I'm being told that I would need to follow the process to sublet. Why do I need to follow this process when it's an ongoing issue that's causing me to move out?!? I want the issue to be resolved. Whether it's those tenants being fined or letting my break my lease to live and sleep in a peaceful environment.

  

  Business Response

  Date: 01/02/2025

  Hi *******,

  We have communicated with the tenant about the noise disturbance. Unfortunately, the tenant has a different work shift and comes home late. The tenant will do his best when coming home from his late night shift and be as quiet as possible moving forward.

  Sincerely,

  Kass Management

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22692447
  
  I am rejecting this response because: the tenant(s) both male and female, are using this complaint and all complaints that I've logged against them to gaslight me.  The noise is being made when they're coming home from work and when they're off of work.  I emailed a complaint to *****chu and ***** ****** on January 2, 2025.  The tenants didn't go to work that day/night.  They made noise, moving things around, throwing things around, rocking back and forth on the broken floorboard from 11 p.m. until it was time for me to get up for work at 7 a.m.  It's no regards to me and the fact that I may not have the same schedule as they do.  I refuse to accept being gaslit and want the company to fully agree that I've sent over 50 emails about the issues that I've experienced with those tenants since they moved in and they have yet to find a remedy.  I've also asked the company to move me to another unit or help me come up with a remedy to continue to live peacefully in my unit until I move out.  No one responds to any of my emails.  The responses are far and in between.  I'm trying to have some kind of resolve outside of a gaslit promise from tenants that have an issue with me.  If not, I will continue to email my complaints until I move out.  
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 01/09/2025

  Hi *******, 

  We will contact the tenants again to warn them about this type of behavior.

  Thank you

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22692447
  
  I am rejecting this response because: your talking to those tenants isn't working.  I sent an email on January 11, 2025 and also dealt with them making noise last night until my first alarm went off at 6 a.m.  I know that those tenants didn't go to work last night or on January 11, 2025.  I'm very well aware that people will make noise and live in their apartments.  However, if you're home all day, why wait until it's night time to get up and start moving stuff around and making a lot of noise.  I'm not sure what was happening from 3 a.m. to 6 a.m. this morning, but it was a lot of noise being made.  Aren't they in violation of the Illinois Noise Ordinance?  Do you not make your tenants abide by this ordinance?  I have dealt with this since October 2024.  I have spent nights going from my bed to the couch to the air mattress, to try and sleep, sometimes all three in one night.  I've even went to other people's home to get a full nights rest.  When that wasn't an option I stayed in a hotel or ******* just to get some rest.  Do you see how absurd that is, when I pay rent, on time every month, to live here.  I should not have to continue to deal with this.  I'm pressing this complaint because the talking isn't working.  While they're now getting rest, I'm going to be working feeling tired and frustrated.  I can't continue to deal with this for the next six months.  There has been two tenants that have lived in that unit prior to them, you've never received a complaint from me about them.  Clearly this is an act of retaliation and no regards for me.  I really want to be able to get a full night's rest without an outside disturbance.  
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mice Issue: 1318 *. **** Apt. 302 vs Kass Management Total mouse sightings: 6 Duration of mice issue to date: 3 months 07/16: Dead mouse (1) found in apartment, removed by **** (maintenance). He put down traps and said the exterminator would come on 07/18.07/22-26: Exact date unknown, but the previous exterminator for the building came and just sprayed for bugs as usual. Nothing was done for mice.09/27: Mouse (2) seen in the master bedroom, **** came and killed/removed the mouse.09/30: Work order submitted for mouse seen 09/27 (#*****), another mouse (3) seen in the living room.10/02: **** plugged holes inside apartment, another work order submitted (#*****)10/03: ***** **** (****) reached out confirming an exterminator would come on 10/10 between 8-10am and follow up on 10/23. We gave our schedule availability.10/10: New exterminator (Rose ***** came, checked plugged holes, recommended checking behind the dishwasher. No real action was taken.10/21: Mouse (4) caught in a trap below the dishwasher.10/23: Another mouse (5) caught in a trap below the dishwasher. Failed exterminator follow-up attempt given there was no communication between us and exterminators. We assume they came during the previously scheduled 11am-1pm window which we already expressed would not work for our schedule. We started spraying peppermint oil around the apartment to repel the mice.10/24: Mouse (6) caught in a trap, this time in the dining room. Work order submitted (#*****) to Kass. We put plug-in sonic sound repellents in further effort to resolve the issue.10/29: Rescheduled exterminator follow-up for 12:30-2pm, exterminator did not come.We have been dealing with a mice infestation for months with all talk and no action from Kass Management. They refuse to take this problem serious and I am tired of being dismissed as a paying resident. These conditions are unsafe and pose a health risk to my roommate and I. We want the mice gone and to be taken seriously.

  

  Business Response

  Date: 10/31/2024

  Hi *******,

  We are sorry you're dealing with this issue, however it is inaccurate to state that Kass Management has not taken action when you acknowledge that maintenance has responded to several work orders including plugging holes to prevent mice from coming in and killing/removing mice. Additionally, Rose ************ serviced your unit on October 10th. Below is the report from their invoice which is also attached.

  During my inspection of unit 302 for mouse infestation, I engaged in a conversation with the tenant. ****** informed me that maintenance personnel had previously visited the unit to seal all potential entry points and set up glue boards and mouse stations. Upon further examination, I did not discover any additional access points or signs of activity within the unit. It is noteworthy that the tenant mentioned an absence of mouse activity since the maintenance team's intervention.

  The building has also been regularly serviced by pest control vendors. Attached are expense reports for pest control at your building since the beginning of August.

  Sincerely,

  Kass Management Services

• Initial Complaint

  Date:10/26/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was looking for an apartment and I was working with their Realtor name **** ******, they have asked to run my credit and charged me $161.95 this was Sept 19, 2024. They never ran my credit and **** ****** said that I will get my refund within 2weeks. Until now i have not gotten my money back. I called Kass management over and over again and no one returns my call. I would like my money back as i am not a rich person.

  

  Business Response

  Date: 10/28/2024

  Hi *******,

  I sincerely apologize for the delay. The refund has been submitted this morning so you should receive it within a few business days.

  Thank you,

  Bill

  GM, Kass Management Services

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Kass Management has ignored my maintenance requests to fix a washing machine that is flooded with water, and has chosen not to communicate what their plan is to fix the machine. There has been still water in one of TWO washing machines in our building, with 12 units. This is not the first time this has happened. I personally do not has all day to wait around for the ONE working machine to become available. My belief is that they are choosing not to fix the broken machine because the ONE working machine costs more for us residents to use. ***** the maintenance guy needs to be replaced, or put through training.

  

  Business Response

  Date: 09/05/2024

  Hi ******,

  This has been forwarded to your property managers to address ASAP. They will likely need an outside vendor to repair the machines.

  Thanks,

  Bill 

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There is no running water in the entire building and the management company said that it would be turned back on over an hour ago. We have been without running water for over 4 hours. The management company is unresponsive.

  

  Business Response

  Date: 09/05/2024

  This was resolved.

• Initial Complaint

  Date:08/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Kass Management serves as the management company of our condominium association. We moved into our unit on May 25th and they have been nonresponsive to repeated requests for service and follow-up.Issues include:1. Tuckpointing and Roofing On, based on an inspection report, an email was sent from the prior unit owner on.We asked for quotes to address tuckpointing and roofing, explicitly noting that the inspection company verbally noted that prior tuckpointing was substandard. Nonetheless, **** got a quote from that same company. We requested a second quote on tuckpointing and to have a specific roofing company also come out and provide a quote. That was in June. As of today, we have not had any quotes from tuck pointers or roofers. In the interim, and while awaiting the above work which **** was on notice about, we had water intrusions in two of our bathrooms, in ceiling. 2. Water Intrusion We remain waiting for resolution of the causes of the water intrusion in the north bedroom and master bathroom, as well as addressing the current aesthetics. None of the issues were present when the inspection noted the issues with tuckpointing; they are all subsequent and appeared during the rain in May. 3. Mailbox Labels We have repeatedly requested mailbox labels for our units. At least one of these that was installed approximately a month ago has fallen off. We would like a status update of when this will be fixed. 4. Outside Unit Labels Two of our unit labels do not exist for the interomce; We were told that this was being fixed over eight weeks ago. 5. Intercom Requested to replace intercom system that would include a video component in May. 6. Safety Mirror and Private Property Sign These were requested on June 21st - to ensure we could see people when pulling out of the driveway and to prevent people from coming onto the property. **** said they ordered them in June.We have had no progress or status updates on any of the above.

  

  Business Response

  Date: 09/05/2024

  There have been several responses regarding this. Most, if not all, of the repair issues are the unit owner's responsibility and any of the common area repairs need association board approval.

• Initial Complaint

  Date:08/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Refund for cancelled apartment application has never been received.

  

  Business Response

  Date: 08/15/2024

  *******,

  Sincere apologies for the delay. There was a misunderstanding and one of our agents told you to submit a refund request to an email inbox that is no longer monitored. We have taken action to deactivate that email address to avoid future confusion and your refund has been issued today. 

  Thank you,

  Kass Management Services