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:07/24/2024

  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.

  I've reported bed bugs in our apartment building due to someone leaving a bed bug infested mattress against our building. The management company told me they scheduled ************************* to exterminate and when I called the company, they said they never received a request from the management company to visit our building. I've contacted my property manager multiple times with no success.

  

  Business Response

  Date: 07/29/2024

  Good afternoon,

  Rose Pest Control serviced the property on the afternoon of Thursday 7/25.

  Thank you,

  Kass Management Services

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22039953
  
  I am rejecting this response because: Rose **** Control came to our unit on Thursday, 7/25 at 12:04pm to evaluate the bed bugs. ****, from **** **** Control confirmed that there were bed bugs and stated he will need to contact Kass Management for approval to start service. I called Rose **** Control the morning of Saturday, 7/27 at 10:45am and spoke to representative ******* and she informed me that Kass Management has not provided the authorization to start service on my unit. 

  
  

  To this day, we have still not received service and both bedrooms are inhabitable due to the bed bugs and bites we've encountered. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 08/12/2024

  We apologize for the issue you are experiencing. We have sent Rose **** control twice to service the units and it's unclear why they have not done so. We will contact Riteway **** Control to resolve the issue ASAP.

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22039953
  
  I am rejecting this response because:  Service has still not been provided and it has been a month since my initial bed bug report. Rite Way pest control did come to our unit on Thursday, 8/15 and confirmed we have bed bugs. I received an email from Rite Way on 8/12 stating service will start on Thursday, 8/22 and we shall see if that actually occurs. Rose **** control was originally sent out twice and they informed me service was not approved by my property manager who has been nothing but unpleasant during this whole experience and he has yet to even respond to any of my emails. 

  
  

  I also have emailed three different Kass Management employees regarding my mattress disposal fee of $225 and no one will respond. I do not think it is fair that I paid to have my mattress properly disposed of while another tenant had a bed bug infested mattress against the building for almost two weeks. I would like to either be reimbursed or allowed to deduct from next month's rent. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/19/2024

  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 is a property management company in *******. They run management for the condo building (********************) where I was previously renting a unit. Without any written announcement they changed the move in/out process. They now require a $350 non-refundable fee to move out and a $500 refundable move out fee. They claim it is for elevator protection but it is an exorbitant fee. They also were completely unresponsive during the moving process and didn't respond to multiple calls/written inquiries until our landlord escalated with Kass upper management. Their lack of communication and high fees make them a terrible management company that I would never utilize moving forward and would avoid as a renter.

  

  Business Response

  Date: 08/12/2024

  Kaitrin,

  Apologies if there was a miscommunication regarding move-in and move-out fees. These are common practice in condo buildings as each unit is owned by an individual landlord rather than the building being owned by a particular entity. 

  Thank you,

  Kass Management Services

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair 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.

  We live in a building operated by Kass Management and have been having major issues with communication from the property management team ******************* We were told by Kass Management that we can sublease or re-let our apartment since we are moving this fall. We spent time and money advertising the unit ourselves, found the perfect applicants, and had them apply. The applicants keep getting an error when trying to apply on Kass Management's website and they are unable to fully submit their applications. I have reached out to the property managers 20+ times via email and phone, and they will not help us resolve this issue. We are at risk of losing the applicants and having to start over due to property management being completely unresponsive. I am awaiting a call back from a tenant rights organization and will be getting a lawyer involved if we continue to be ignored - we have a legal right to sublease and property management needs to be communicating with us to move it along.

  

  Business Response

  Date: 07/16/2024

  This has been resolved. Please see attachments. 

  Customer Answer

  Date: 07/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They finally started to communicate more after many attempts so we should be good to go now.

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

• Initial Complaint

  Date:07/07/2024

  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.

  My property manager shut off the gas services to the entire building on 07/03/24 with no warning or notice. We have been without water or cooking gas with no update from management. It is against our renters rights to be without an essential service for longer than 24-hours and I would like my rent payment for this month adjusted

  

  Business Response

  Date: 07/08/2024

  Good afternoon,

  We sincerely apologize for the inconvenience with the gas service. Please be advised that a tenant called in a gas leak to ************ which resulted in *********** turning off gas to the entire building as a safety precaution. Kass Management did not turn off gas service. A vendor is working as quickly as possible to repair the source of the gas leak and service is expected to be turned back on by *********** today.

  Thank you,

  Kass Management 

• Initial Complaint

  Date:06/26/2024

  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.

  Since I moved into the unit in November 2023, the washer/dryer appliance had been malfunctioning. The first issue came when the water temperature control wasnt working properly. ABT fixed the water control panel December 2023. Soon after, the washer progressively got worse. As time went by, the machine could not complete a wash cycle and drainage was poor. When I submitted a work order request (05/03/2024) a technician ABT came from out (05/18/2024) and revealed the washer/dryer was improperly installed as there was no check valve in the washer and that the drain hose was too low (on the floor) instead of being elevated above the functioning water line, causing the water to siphon out. The dryer duct is also in need of repair, preventing clothes from drying without excessive use of power. The technician submitted the report to Kass Management on 05/18/2024 for a follow up as I could not wash my clothes without risking damage to my garments. Instead of following up to correct the issue after the report by the ABT technician was submitted, Kass Management closed the work order. I contacted their customer support email on June 2, 2024 to no response. I contacted the person who schedules maintenance appointments to inquire about a status update regarding the washer/dryer on June 10, 2024 to no response. I followed up again with Kass Management, contacting their customer support, accounting, and property manager email address on June 17, 2024 to no response. The issue described above falls under the Chicago Residential Landlord and Tenant Ordinance Section 5-12-110 in conjunction with material noncompliance in Section 5-12-070 "Failure to maintain plumbing facilities, piping fixtures, appurtenances and appliances in good operating condition and repair...Failure to maintain and repair any equipment which the landlord supplies or is required to supply". I have not been able to wash my clothes despite paying full rent for maintenance services I dont receive.

  

  Business Response

  Date: 06/27/2024

  Hi Ciera,

  Sorry to hear about this. I'm the General Manager and have forwarded this complaint to upper management and the property manager to investigate immediately. We will be in touch.

  Thanks,

  Bill 

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21903140
  
  I am rejecting this response because: Kass still has not followed up with me to repair/replace my washer/dryer unit leaving me two whole months without a functioning appliance. Their lack of follow through has been the only consistent thing about their business practices and is the cause of my original complaint. I refuse to resolve this complaint based on statements with zero action. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/22/2024

  The washer/dryer was repaired

• Initial Complaint

  Date:04/09/2024

  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.

  I am wanting to obtain a refund of adminfee that I paid. The issue lies when application was approved we were told to pay the fee to secure the house, however the Apt wasn't even available at the time when the apt was approved. They forward us an empty product just to get money.We have contacted the owner several times and did not get a response till much later when our bank transaction have gone through and has rejected a refund. Below are details my roommate and I completed the rent application in month of June 2023 and was told we are accepted and passed adminfee of $666.25. After paying, we got told the existing renter who lives there may renew their lease. The landlord should have sorted this out with their existing renter before putting it on the market for rent. We were told by third party Kass Management service manager *************************** **************************************** ************* that since the apt is not even available in the first place that we Would receire our refund of admnfee 7/6/23. My roomate and I waited and reached our landlord and 3rd party 5+ times via email and calls but no responses. By going through this process, thinking we had locked down an apt we forfeit weeks of time to continue looking had we known and risking not finding a place to live prior to pure previous contract ending. The landlord iresponsibly put this aptfor rent to public when it is not even available , which accounts for fraud. Agent *************************** and ********************* ************************************** should be able testify. I have evidence ***** said I should receive the money, and the means of communication has been recorded as evidence. I cerify that everything above which I state are facts and true to my knowledge and understanding.

  

  Business Response

  Date: 05/07/2024

  Good morning,

   

  Thank you for bringing your concerns to our attention regarding the admin fee paid for the rental application. First, we would like to confirm the address: ************************************************

   

  We sincerely apologize for the inconvenience experienced during this process. After thorough review and investigation, we are pleased to inform that the request for a refund from the property of the admin fee has been approved.

   

  The refund will be processed once we confirm the address.

   

  If you have any further questions or concerns, please feel free to contact us. We are here to assist you in any way we can.

   

  Sincerely,

  *********************

  Executive Assistant

  e ************************************

  p ************

  *Please Note Email Communication is ALWAYS preferred*

   Kass Management Services Inc. 

  **********************************************************************************************************;    

• Initial Complaint

  Date:02/05/2024

  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.

  I own a condo managed by Kass Management for the last 4yrs now. Property managers have been switched out frequently but none have been consistent in their replies or resolutions. Have had someone defecating/urinating in lobbies which took months to remedy. New locks installed to fix issue of break ins but gate lock was improperly installed resulting in not being able to access stairwell - was told to wait it out in lobby til morning - it was midnight of a holiday. Took me suggesting the cops to come break door glass so I could access stairwell and Kass mgmt handling repair for Kass to finally connect me to the new property manager. Now current property manager (another new one) cannot be contacted. Have left countless emails about the same issue since May 2023 but haven't gotten a single reply. I have spoken to other employees who have been taking over while my property manager has been out. Said employee said I'd hear back by end of day. It's been two weeks. Now I am just requesting the email to my HOA president but cannot even get that information. I have NO ONE who I can contact and NO ONE who responds. I will be sending repeated certified letters requiring signatures starting tomorrow until I have received responses to my age old questions along with my new questions.

  

  Business Response

  Date: 02/21/2024

  Hello,

  Thank you for reaching out to us. We apologize for the issues you are experiencing. Can you please provide us with your address? We're not able to look into this without having the proper information.

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21250510
  
  I am rejecting this response because I do not feel comfortable having my address displayed on the BBB website. I have spoken with ****** (the property director) and he has my address and email. ****** and I have discussed the issues but I havent heard back and have tried calling multiple times since our phone call. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/07/2024

  Hello, in order for us to be able to assist we do need the building address and a list of issues that need to be addressed. Unfortunately, without the proper information we are not able to investigate this matter. 

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21250510
  
  I am rejecting this response because I have already said that I do not want to post my address on here. ****** is fully aware of everything and the 12+ phone calls *** made to various other people are also aware. Like I said prior if you cannot get the information from ******, you can email me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/22/2024

  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.

  On Nov 21st 2023, the residential garage door operated and managed by Kass Management (also known as Block Y) had hardware failure which resulted in the door closing on top of my vehicle resulting in $1000 of damages to the roof. Immediately following the damages I reached out with images and an explanation of what happened asking if we can start the process of reimbursing me for damages caused to my property by their malfunctioning door. I was ignored for multiple days until I followed up to which I then received an update from ***************** of **** stating that ***** legal consul informed him Kass is not liable because they were unaware of a problem (proof can be provided of this communication) After a few more communications asking ****, or anyone, to take action, I was then asked where the incident occurred. This question informed me that **** at no point reviewed the incident and were lying to me when i reached out about a resolution. **** has continued to ignore follow up communications, including the invoice to repair the damages. I believe the only recourse I have is to *** them for damages since they have failed to live up to their agreement as the operator and management company of this building. They failed at maintaining their equipment, caused a resident property damage due to their failure, have repeatedly ignored communications, and also provided guidance from their legal consul on without reviewing any facts do the case. It is for all of the above is***s, and the total disregard for the residents of their properties that they are paid to service, that I believe the BBB and other potential customers should be made aware of the levels of incompetence. Their BBB profile accurately reflects their inability to perform the services they are paid for and their total inability to treat residents of their buildings with any ounce of respect.

  

  Business Response

  Date: 02/21/2024

  Hello,

  Thank you for reaching out. The Property Manager, ***************** has been in touch with you regarding this matter and provided a response from our legal department as stated in your complaint. Per the correspondence with the property manager, a claim does have to be entered through your auto insurance. Please have your insurance contact ***************** if they have any questions.

• Initial Complaint

  Date:08/27/2023

  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.

  I moved into my unit June 19. Two days later, I submitted work orders outlining a number of issues including broken blinds, missing toilet paper roller, kitchen sink detached from the counter as well as a broken fridge and washer. From that list, only two issues have been addressed - broken stove and leaking faucets, which took over a month to resolve. I submitted another work order on July 2 when water started leaking from my bedroom ceiling. At the time, I immediately called maintenance then texted photos of the leak/damage. Maintenance said they sent the photos to the property manager that evening and would follow up with me the next day. It has been more than two months and nothing has been fixed, including the crack in the ceiling and the bedroom light, near the leak, that now flickers. I call maintenance multiple times a week, including text, and each time I'm told they either forgot to call a repair company, couldn't get in touch with my property manager, who they say is supposed to make calls for the repairs, or the repair company didn't answer their call. Multiple times in Aug. I was told a repairman would be at my apt. No one has shown up even after calling maintenance to find out what's going on. I have emailed the property manager, who never responded. That's expected as he has never previously replied to emails, calls or voicemail including on my move-in date when I needed to find out when/where to pick up my apt key. Prince from **** has reached out to me twice. The first time, July 13, he marked my June work orders resolved. I circled back saying it shouldn't have been marked resolved. He apologized and said those initial work orders would be combined with my newer orders. That never happened so July 16 I resubmitted work orders for issues first reported on June 21. The second follow up from ****** was Aug. 10, when I confirmed that none of my outstanding orders have been resolved. I called to follow up Aug. 22 but wasn't able to reach him.

  

  Business Response

  Date: 09/20/2023

  Hello,

  Thank you for reaching out to us, we apologize for the issues you have experienced. The work order entered is still open as the work is still taking place in the unit. The owner has contacted a roofer who will patch the area of the roof. Once the exterior repairs are completed interior repairs will be scheduled. All other items in the work order have been addressed. The property manager assigned to your building will be in touch as the work continues. Please let us know if you have any questions.

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20529268
  
  I am rejecting this response because: The work orders were incorrectly marked complete. I contacted **** and the property manager stating that no work had been done and have yet to receive a response explaining why the orders were still marked complete. You've acknowledged that repairs have not been made to the bedroom ceiling in your response, but still marked that maintenance request as completed, which, again, I disputed in an email after receiving the notification weeks ago. I work from home so I would know if someone has come to make repairs. They haven't. So similar to the situation when I first submitted these requests in June - and when ****** acknowledged in a July text message that he mistakenly marked them completed - I emailed customer service and the property manager stating that I resubmitted the work orders for the broken fridge, broken washer, kitchen sink that is detached from the counter, etc. And I also note this in the maintenance requests currently in my rental portal that it is a resubmission and I included the previous work order number for reference. 
   
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/12/2023

  Good afternoon,

  The repairs requested were scheduled and at this time our team is waiting as they were not allowed to enter since they were notified that you have covid. *** is scheduled to return next week along with maintenance and a plumber. 

• Initial Complaint

  Date:08/11/2023

  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.

  I was a tenant with Kass Management from 08/01/22 through 04/01/2023. I terminated my lease with confirmation from the property manager at the time (who has since been fired) due to negligence and harassment on their part. When setting up a meeting to sign lease termination papers and return keys, the property manager ********************* kept cancelling and never rescheduling. During this time I received many threats of eviction (for an empty apartment) and was never notified about a past due balance of the amount they are reporting (they have send it to collections, and it is populated on my credit report without proper notification). In addition, the building was allowing early move outs due to the state the building was in, and they were not renewing any leases for the property. I have still not received any contact from Kass or the collections agency about this matter. The new property manager has not reached out in any way, and will not return my phone calls about this matter. The amount does not make sense, and I am just deeply confused by the whole situation.

  

  Business Response

  Date: 08/25/2023

  Hi ******,

  I'm sorry to hear that you're having issues contacting the appropriate party.

  Unfortunately, Kass Management no longer manages the property. Ownership should have reached out directly with new contact information. Please let us know if there's anything we can assist with on our end.