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:08/04/2023

  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.

  My lease renewal began on 1 July 2023, after the lease was countersigned by myself and a Kass representative. The signed lease indicates a parking cost of $250.00 per month.I was informed on 7 July 2023 that I had an outstanding balance of $25.00 on my account via a delinquency notice, and saw in the online payment portal that I was being charged $275.00 per month for parking.I contacted Kass Accounting and ******************* on 9 July 2023 via email after getting no response to my online portal submission. The accountant has attempted to get the property manager to respond, but to no avail. I last requested an update on 25 July 2023. No response.I have since paid the $25 for July (plus a $10 late fee), and the extra $25 for August. I seek an explanation of charges, a refund of $35 for July, $25 for August, and the removal of the extra $25 per month for parking for the remainder of my lease.

  

  Business Response

  Date: 08/07/2023

  Hello,

   

  Thank you for reaching out, we apologize for the inconvenience. Your ledger has been adjusted to reflect the correct charge and the late fee and incorrect parking charges were reversed. Please let us know if anything further is needed.

  Customer Answer

  Date: 08/07/2023

   
  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

  Date:07/24/2023

  Type:Customer Service 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 have had a broken AC unit since June 23 and it has been one month with no intention of fixing the issue. We are going to have a heat wave this week and it is unlivable in my apartment.

  

  Business Response

  Date: 07/28/2023

  Hello,

  Thank you for reaching out. We apologize for the issue you've experienced with the air-conditioner. Per the property manager, a technician was sent out but the air-conditioner stopped functioning shortly after their visit. Unfortunately, it does have to be replaced. A new air-conditioner has been ordered and will be installed within the next 10 days. The property manager will be in touch with more information. A portable air-conditioner was provided while they are able to complete the replacement. Please let us know if anything further is needed.

  Once again, we apologize for the inconvenience. 

  Customer Answer

  Date: 07/31/2023

   
  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

  Date:07/20/2023

  Type:Billing 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 applied for an apartment with Kass Management and was approved for an apartment. I was told I had to pay first month's rent before the first or I would lose my apartment. I kept contacting the property management and they did not answer any of my calls I made on Friday June 23, 2023 and have canceled my apartment after I have signed my lease and they kept my administration fees and counterdisputed against my credit card company stating that they delivered the services but did not give me my apartment after I had signed the lease. They also wanted me to pay the rent on June 22nd for July 1st but put the apartment back on the market and cancelled my apartment. Attached is the Credit Card Dispute Determination Letter, Copy of emails and call logs of times and dates I attempted to contact merchant, plus signed leased with highlighted dates of everything listed.

  

  Business Response

  Date: 07/24/2023

  Thank you for reaching out. Unfortunately, we are not able to refund the administration fees as our company did provide the services in question. Per the email correspondence attached, your application was processed all the way until the point of lease signing. At the time of submitting an application disclosures were also made regarding the nonrefundable administration fees. You were also made aware on multiple occasions that first month's rent had to be paid and you were given a deadline to pay or the move in would be cancelled. On June 21, 2023 you inquired about extending the payment deadline to June 23, 2023. The manager responded saying that they'd be able to extend the deadline if you submitted payment on June 23, 2023. Payment for the first month's rent was never made and thus the move in was cancelled because payment was never received. Please let us know if you have any further questions.

• Initial Complaint

  Date:07/11/2023

  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.

  Kass Management provides leasing and property rental services. As part of the process of applying for a residential lease in *******, companies typically charge an application fee for the property. My roommate and I were aware of this and paid an application fee for a property Kass Management was listing. The payment was $70.31 each. We were told our application was good and that we were to be provided with the lease to sign. Upon repeated follow *** for the lease, *********************** the property manager working on behalf of Kass Management for the respective listing informed us the property was no longer for lease. When we asked why, he informed us that the tenants elected to resign. While we were frustrated, we requested our application fee back as what we were applying for wasnt truly available for lease according to the contract. On 6/3/2023 we contacted ***** for our application fee to be returned. No response. Followed up on 6/7/2023 to which ***** replied the refund has been confirmed, it just takes some time to process. Fair. We followed up again weekly until about 6/26 with no response. I eventually called the company kass management who effectively ignored my claim, transferred my call to ***** who just sent me to voicemail. I believe the company is fraudently holding onto a payment without provided a promised service or the hope of that service as advertised as a way of scamming potential renters. Even potentially knew the tenants were resigning but still wanted to collect application fees from prospective renters with a false promise.

  

  Business Response

  Date: 07/24/2023

  Hi *****,

  Thank you for reaching out to us, we apologize for the inconvenience and experience you had with ***********************. Unfortunately, ***** is no longer a part of our team. I did reach out to our accounting team to gather more information regarding the refund. Please allow 48 hours to be able to provide more information. Please feel free to reach out to me with any questions you may have while you're waiting for us to respond: ***************************************

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20302202
  
  I am rejecting this response because: I have not received the refund promised from the business yet and will keep this complaint open until it is sufficiently resolved.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/07/2023

  Hello,

  One of the fees was disputed and will be returned by the bank once the dispute is finalized. The other fee was refunded today, please allow a few days for the refund. This was also sent over email, please see attached correspondence. 

  We apologize for the inconvenience and delay.

• Initial Complaint

  Date:06/15/2023

  Type:Billing 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 reached out to my buildings property manager in early April (2023) about being overcharged for my monthly assessments over the last 14 months or so. I provided documentation. And the company has yet to respond to my situation. Ive attempted communication in various ways. Phone calls, additional emails, LinkedIn messages, and emailing the management team but have not received a response. They owe me more than $300 and are no longer responding to any communication.

• Initial Complaint

  Date:06/08/2023

  Type:Order 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.

  On 3/20/23, my partner and I applied for an apartment at *******************. This apartment was a low income apartment, but the listing and person who showed us the apartment did not state this at all. We both paid the $70 application fee and were told we didnt individually make enough so we needed a co-signer. My dad co-signed and also paid $70. On 3/20/23 the senior leasing manager emailed us and said we were approved for the apartment. Weeks went by, we tried reaching out through calling and email about paying the security deposit. No response. They send us an additional application that said low income and said we would have a meeting with someone. No one ever reached out to set up a meeting. After calling over and over and emailing they finally told us we individually made too much and did not qualify. Im so frustrated with them and feel like they scammed us out of $210. They saw our paystubs on the initial application (which also said nothing about it being for low income) and made us give them more money knowing we couldnt live there. Ive never dealt with a property management company like this!

  Customer Answer

  Date: 07/06/2023

   
  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

  Date:05/22/2023

  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.

  3/22/23 I went to apply for an apartment that had already been leased to another tenant with mine or my realtors knowledge. We were told the application fee would be refunded immediately and have attempted numerous times by phone/email/meetings to get this process taken care of. It has been 2 full months and this has not been resolved, nor has there been an attempt to reconcile or communicate any new information

  

  Business Response

  Date: 06/01/2023

  Good afternoon,

  Thank you for reaching out, upon reviewing your account this matter has been addressed and resolved. The emails from our office are attached which include a resolution to this matter. Per their correspondence the payment was disputed with your bank and the reversal already occurred. Please contact your bank with any questions regarding the reversal of the fees as the time frame may vary. Please let ** know if you have any further questions. 

• Initial Complaint

  Date:05/01/2023

  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.

  I've started a residential property lease agreement starting 09/07/2022 for 12 months with "Kass Management".Because of poor maintenance of the basement, I've witnessed rats in my unit and decided to terminate my lease.I paid "Kass Management" the following:Application Fee $69 - 08/29/2022 ******************** Fee $450 - 9/6/2022 Rent $1000 - 9/7/2022 Re-Let Fee $150 - 9/19/2022 They owe me $50 from my balance since rent for *** was only $800. Following my move-out, I've contacted the management via phone and emails, left voicemails and never received a call back. On my last email communication with *******************, on Oct 18, 2022 I've provided a new address to which "Kass" could send a check to which they never responded nor did I receive a check.They have been ignoring my emails and phone calls since then. I would like to get my money back

  

  Business Response

  Date: 05/16/2023

  Hello,

  Thank you for bringing this to our attention. We understand your frustration and will take the appropriate measures to address the situation. We were able to investigate the matter and your refund has been processed. A check will be sent today. Once again, we apologize for the inconvenience. If you need anything further please contact ** at *********************************************

• Initial Complaint

  Date:04/20/2023

  Type:Customer Service 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.

  Im filing this complaint Kass services but more specifically against the property manager of my building. He is extremely unresponsive and negligent. *** asked him numerous times for a new key fob to get into the building. I dont know what my landlord pays in HOA fees but I know it is hundreds of dollars for building services and for what? Its a simple ask. I pay to live in the building and to live in the building I must be able to access the building. But thats too much to ask from good *************** management! Please reassign a new property manager to ********************** because the current one is way too incompetent.

  

  Business Response

  Date: 05/01/2023

  Good afternoon,

  First and foremost, we apologize for the inconvenience. Unfortunately because you reside in a condominium property, all requests must come from the unit owner. We apologize if this was not properly explained to you upon move in. For any and all future requests please make sure to include the unit owner on the communication so we may receive authorization for your request. Please let ** know if there's anything else we can assist with or if you have any other questions or concerns. Once again, we apologize and hope this clears up any confusion there may have been with the process.

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19963258
  
  I am rejecting this response because:
  The request did come from the unit owner originally. In fact several requests have come from the unit owner and were also ignored 
  Sincerely,
  
  Dakota *******

  

  Business Response

  Date: 05/15/2023

  Hello,

  
  Thank you for your response. The attachment submitted is of an email sent to our office from your email address. As explained in our last correspondence, unfortunately, the email request does have to come from the unit owner. If you have any of the requests entered by the unit owner please include them in your response for ** to investigate. The request was also fulfilled and you were given a new fob, please let ** know if you need anything further.

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 19963258
  
  I am rejecting this response because:
  Here is the original email that was never responded to by ****** from the ** because any request, no matter who it comes from, is rarely responded to in a timely fashion, if ever. 
  
  Sincerely,
  
  Dakota *******

• Initial Complaint

  Date:04/16/2023

  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.

  My roommate and I had a tour for an apartment managed my Kass Management. During this tour the agent, *****, was pressuring ** to apply as quick as possible. After a day we decided we would apply. The website to apply was not working and neither the agent or the company would help us fix the website issue. The agent then called my roommate and criticized her for not apply yet like he told us to. When giving us his manager to call, *********************, ****** said he would call back with a solution and never did. The agent then told us to visit the office in person to apply, when we did we were told the apartment was already rented, but the agent never told us this. The agent then texted me at 11:00pm telling me the application was cancelled and we needed to apply ASAP. We tried once more but the website was again not working, and the agent told us we could do it the following morning. In the morning, the website had more issues and we were not able to get it to work. We called the agent to get the website issue fixed, but this is when he told us there was another approved application, that we would not have known if we didnt call. Throughout the whole process ***** was incredibly unprofessional in his language and practices. We believe Kass Management is tricking people and forcing them to apply in order to get application fee money. This was an incredibly frustrating process and feel that there was very shady practices happening through Kass Management.

  

  Business Response

  Date: 04/21/2023

  Hi ******,

  
  You are a current resident at the property which you stated and your current lease dates back to 6/1/22. Can you please let us know what unit you attempted to apply for which you are referring to? Furthermore, if the website was not working as you stated, did you ever complete your application? Please let us know and we will then be able to investigate the matter.