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:03/14/2023

  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.

  On February 18th I fell down the stairs exiting my apartment building from the stairs being incredibly icy and not maintained. I had to exit through the outside stairs because I was with my dog and if I were to go out the carpeted front steps I could be fined. I sent an email to my property manager letting him know I hurt myself from falling and that it is especially scary because I have a high risk pregnancy. I notified him that I would like to terminate the lease, allowing me to safely live with my mom. I have now sent 3 emails to him with no response. I went to the property management office on Saturday, March 11th and was assured someone would be contacting me by 4pm on Monday, March 13th. Since no one called me by then, I sent another email stating I need an answer by 10am today (March 14th). I still have not heard from the office. Communication has been an ongoing issue as a previous property manager had me living with cockroaches for several months before I threatened to withhold my rent until pest control came.

  

  Business Response

  Date: 03/16/2023

  Hello,

  We are currently reviewing this complaint with our staff, and will have a detailed response within the next 48 hours, thanks.

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19594021
  
  I am rejecting this response because it is just an acknowledgement with no further details on their plan. It has also been over 48 hours since their expected response. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/01/2022

  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 an apartment managed by Kass Management Services in June of 2022, the day I moved on I sent an email to them about seeing roaches and asking someone to come out and spray and ***** the Situation. I emailed them for months on end for the span of over five months and no one ever came out or assessed the situation , after several emails, phone calls , and voicemails no one still came out. As a result I only started laying a percentage of the rent, I eventually stopped paying it all together because no one ever came. Up until recently, in the month of November, they sent someone out , they were supposed to come out on Monday November 21st 2022, but conveniently could not make it and I had taken off work that day and everything to let them in. They never came. I gave them permission to enter my apartment on a day I was at work, however no one ever disclosed the time they would be coming. After they allegedly came to my apartment I started to see more roaches and expressed that in an email. However on today, December 1st , 2022, I received an email calling me a liar and saying that when the exterminator came they didnt see any bugs. After them emailing back with picture and video evidence, the individual emailing me said they would not be taking my word and would take the word of the exterminator who was appointed to come out after five months of begging them to assess my ***** infested apartment. I have been living with roaches for o we five months , but they are choosing to make claims that there are no dead bugs. When I requested to break my lease they denied me saying the exterminator would need to deem the apartment infested in order for me to leave or I would need to find a sublet. They ignored me for 5 months and now they are calling me a liar. Even after providing proof.

  

  Business Response

  Date: 12/02/2022

  Good evening, we received your correspondence. Unfortunately, we're not able to break the lease or forgive the balance as the report we received from the pest control company shows no activity during service. The report we received is from 11/22/22 and we've attached it to this response. We will be sending another pest control company to the unit to receive a second opinion. Your property manager will be in touch with a scheduled date.

  Customer Answer

  Date: 12/04/2022

   
  Complaint: 18491131
  
  I am rejecting this response because: I was told that due to the inspector not seeing and roaches when he was in my apartment , that my claims were false. Upon me responding with actual video and picture evidence, I was told the evidence contained photos of bugs that were dead or dying. My purpose of sending said evidence, was to speak to the fact that there were in fact roaches in my apartment, which clearly negated the claim that there were never any roaches. I would also like to, once again, point out the fact that I had been requesting someone to come out for months on end, over five months to be exact. And when someone was finally sent out, they conveniently could not make the appointment knowing that I would be home. But were able to come when I was going, and also it was conveniently reported that no roaches were found. After five long months of my health being put at risk, which I informed them, no one came out and now they are saying I owe them money when the lease states that if a problem is reported and not rectified within 14 days I have the right to withhold rent as well as break my lease. I waited five months, which is well over that grace ****** of time. However their main concern is receiving money from me immediately following a false report, when they took their sweet time to ever send anyone out. Im addition to all of this information, after it was alleged that an exterminator came out to service my apartment, I started seeing an influx of roaches on the bathroom, more than when I originally made my complaint/report. Lets not also forget I was spraying and bombing my house for roaches for months on end to no avail, but even since claims of an exterminator coming in and seeing no bugs , I have gathered more evidence after the fact of there in fact being bugs on my apartment. I previously even provided evidence of there being roaches in the apartment complex outside of my apartment. But they are disregarding this evidence for some reason as well,
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/15/2022

  Hello,
  
  Another pest control company Cycor will be contacting you directly to schedule an appointment. If they do not hear back from you, we will be scheduling the appointment directly and performing another treatment. We will notify you of the appointment date if this occurs. Regarding the infestation, proof of an infestation has not been provided. There have also been no other reports or service requests entered by any other residents in the building.
  
  Furthermore, per the landlord tenant ordinance If the landlord fails to maintain the property in compliance with the Code, and the failure renders the premises not reasonably fit and habitable, the tenant may request in writing that the landlord make repairs within 14 days. If after 14 days repairs are not made, the tenant may immediately terminate the lease. Tenant must deliver possession and move out in 30 days or tenants notice is considered withdrawn. (eff. 1-1-92)
  
  In this case, the 14-day clause no longer applies as the notice is considered withdrawn. For this reason, we will not be terminating the lease or waiving the balance owed. Weve attached the ledger with the balance owed, please submit payment as soon as possible.

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18491131
  
  I am rejecting this response because: the pest control company, and kass management keep making claims that there are no roaches and there is no ***** problem when I have provided them with picture and photo evidence of there in fact being roaches before they come out and even after they came out five months after me imploring them to come and fix the problem. They are requesting reimbursement for funds that I am simply not willing to pay due to the fact that I lived with roaches for 5 months on end and they never sent anyone out. And the one time they did after 5 months, which is well over the 14 days they are allowed to come fix something, the exterminator conveniently made claims that there were no bugs present. And Im sure, as an exterminator he was aware of the fact that roaches are more prevalent during the spring and summer months, and by the time they finally sent someone out those seasons had very well passed, so if he didnt see any bugs there not only should that have been taken into consideration, but also the fact that the fact that the bugs were no going to greet him at the door. They are evasive creatures they know when to hide and retreat.

  
  

  But instead of admitting that they are wrong and very much so Im breach of the lease I signed , kass management would rather paint a picture to fit their narrative that there are no roaches in the building. And also I would like to point out the fact that *** spoken to multiple residents who have made the same claims about roaches in their apartment. So lack of service requests are probably a result of them knowing that kass management does not provide good services and does very little to protect its tenants rights.

  
  

  It took five months for them to come out, and ****** the person I constantly was contacting continuously lied for months on end about an exterminator coming out monthly according to a schedule posted in the apartment lobby. No one ever came out to spray , and I know that factually speaking. And why have an exterminator come out so frequently if there is in fact no bug problem? This entire situation violates my rights not only as a tenant but as a human being. This company is simply trying to invalidate my experience and my mental health as it pertains to this situation. Their main concern is receiving money they feel entitled to for some reason, for doing a **** poor job at maintaining a habitable apartment complex. I am not the only one having this problem. And this problem is not a new one. They are just no deciding to address it.

  
  

  So I whole heartedly believe my lease should be broke because they were given ample time to fix the situation and took more than 14 days to do so. Ive been emailing since June, they didnt send anyone out until November, where is the justice in that? I do not agree to what they are suggesting at all.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/01/2022

  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.

  Sine 8/20/2022 there has been a leak in my bathroom and pantry windows, from the roof. My property manager *********************** still has not fixed the problem and now there is black mold growing rapidly in my bathroom around the window ledge, floor board, ceiling and walls. The cocking around the windows on the outside have fallen off due to water damage. If there is any pressure against the window it will literally pop out. Under my furnace is still damp from previous water leaks, cause it to be a hazard.

  

  Business Response

  Date: 12/02/2022

  Good evening, the exterior repairs for the roof leak were completed on November 15, 2022. The interior repairs were completed today, 12/2/22. Pictures of the interior repairs are attached. Your property manager also contacted you for confirmation that the repairs were satisfactory. We apologize for the inconvenience, but have completed all of the repairs.

• Initial Complaint

  Date:10/26/2022

  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.

  On Wednesday October 12, 2022, I arrived home on the 3 oclock hour, at the address above after picking up my child from school. As I walked into the kitchen to prepare for dinner, I noticed my kitchen rug was wet and there was a faint sewage odor. I then began to search for where the water leak was taking place and I discovered the water was leaking from the dishwasher, which I found to be quite strange being that I had not started the dishwasher. There was also debris that had backed up into the kitchen sink from the pipes. I immediately contacted the leasing office to notify them about the leak that was now turning into a semi-flood, I spoke with ***** who notified the maintenance worker ****. I tried reaching **** via telephone and text. **** explained that he spoke with the plumber and had given them my phone number to contact me. The plumber called on Thursday, October 13th, to state that he could have someone come out the following business day. Neither of the companies, management, or plumbing, sent a mold remediation specialist out to vacuum up the water. For two days, my children and I had to stay in what I consider to be slightly unlivable conditions due to me not being able to run water in the sink to prepare food. Five days after the plumber had come out, I realized that no one from the management office had reach out to me regarding the water issue, mold or to even fix the flooring that is now warped and buckling. This led me to send an email to *********************, who has only been the property manager since July 15, 2022, as well as the senior property manager. I did not receive a response until today, October 25, 2022, from Jacob.In the email which I have enclosed, ***** is implying that I am responsible for the leak, water damage to the flooring, etc. Why would I cause damage to any of my belongings in a unit that I am renting, what sense does that make? This building is old with dated pipes and plumbing issues. Had I known this unit had these issues, I

  

  Business Response

  Date: 11/10/2022

  Hello,

  We apologize for the inconvenience that the tenant experienced. We have reviewed this matter internally at Kass Management, and have replaced ***** with another Property Manager from our staff. The dishwasher has been properly fixed and is currently in use by the tenant. At the present time, there is no remaining damage to the flooring that needs to be repaired. We trust this will close out this unfortunate situation.

  Thanks,

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

  Vice President

  Kass Management Services

  Customer Answer

  Date: 11/13/2022

   
  Complaint: 18314489
  
  I am rejecting this response because: While I appreciate your response and the re-assignment of the former property manager, I am rejecting the response due to the initial email that was sent regarding the flooring being warped and buckling. The email that was sent to the property manager regarding this issue is what I was advised to do by your maintenance staff (****). As previously mentioned, when **** came out stated that I would need to send an email to the office about the flooring because its bad and theres mold. Even after the issue on 10/12, there was another leak that **** had to come and repair because there was an actual hole in the pipe causing yet another flood/leak. From my understanding he cannot approve anything over 500 dollars that needs to be repaired.

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

  

  Business Response

  Date: 11/18/2022

  Hello,

  We have confirmed with our maintenance staff that no mold remediation efforts are needed at this time in this apartment, as there is no evidence of the presence of mold.

  The current floor is in an acceptable and livable condition.

  It's building ownership's decision when they elect to refinish/replace flooring in their units, it's not the tenant's decision.

  We respectfully ask this complaint be closed out, as no further action nor discussion is needed from our perspective, thanks.

• Initial Complaint

  Date:09/27/2022

  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.

  Kass Management manages my condo building, there is no one else to contact with problems or moves in and out.Getting a hold of anyone at Kass Management is impossible. After sending multiple emails to management, leaving several messages with door staff I'm still getting no response. I also asked the door staff how to contact my board and she told me they don't have any email I have to talk to Kass Management.

  

  Business Response

  Date: 10/05/2022

  Below is our Property Manager's recent replies to this owner's inquiries, which were emailed to her on Sept. 27, 2022 and on October 4, 2022, we trust this suffices for closure of this complaint:

   

  From: ***************************

  Sent: Tuesday, October 4, 2022 5:34 PM

  To: '**********************************' <********************************************>
  
  ****,
  
  Per our talk last week, the checks did clear, and everything was caught up prior to October. Your normal assessments went through as well, so those cleared. The only thing outstanding is the property tax appeal fee. The Property Tax appeal email went out a couple of weeks ago and it did mention a one-time payment will be needed, depending on your account settings. You can login to the payment portal and make a one-time payment.
  
  If you need help, let me know and I will have someone assist.
  
  Regards,
  
  ***************************
  Condominium Director
  o ****************
  f  ************ 
  e ***************************************
  Kass Management Services Inc.  2000 ********************************************************** 60614
  
  REMINDER TO ALL VENDORS: We now require vendors to submit all invoices directly to ********************************* or mail to Kass Management Services Inc. PO ********************************** 28237. Invoices sent to any team members directly via email, mail, or to any of our office locations will not be processed. Please click here for further instructions.
  
  REMINDER TO ALL RESIDENTS: Residents, please submit all communications, payments, and maintenance requests through your resident portal for the quickest response. All communications will be tracked through the portal for quality and efficiency purposes. Access your portal through your appropriate link below:
  
  Rent Caf Portal       
  Condo Caf Portal
  
  
  From: ***************************
  
  ****,
  
  I just reached out to ********* to inform you I will be calling today around noon. Im currently in training sessions and will be done around then.
  
  ********, please check for any and all of the move checks that were sent and provide update in the meantime.
  
  Regards,
  
  ***************************
  Condominium Director
  o ****************
  f  ************ 
  e ***************************************
  Kass Management Services Inc.  2000 ********************************************************** 60614
  

  
  

• Initial Complaint

  Date:09/02/2022

  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.

  I was recently locked out of ********* and cannot pay rent online. I have received no correspodence or commmunication that my access would be restricted. I have not received a 5-day or 7-day notice so my access to ********* should not be restricted.

  

  Business Response

  Date: 09/08/2022

  The tenant has been advised by the Property Manager that making payment via check is possible whether via mail, drop off or pick up. To date the tenant has not arranged or made such payment. Online portal issues exist from time to time, and may be resolved at any time. As of us writing this email, the tenant does have access to the portal to make a payment. We feel this resolves this tenant's complaints.

• Initial Complaint

  Date:09/01/2022

  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 HAVE RATS ON MY AP. AND KASS MANAGEMENT IGNORE ALL MY REQUEST TO CAME AND FIXE THE PROBLEM .I HAVE A KID AND WE ARE NOT SAFETY AT ALL ,PLEASE LET MY KNOW WHAT I HAVE TO DO .SYNCERLY *******

• Initial Complaint

  Date:08/12/2022

  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.

  Apartment is in a terrible state and Kass is ignoring all my maintenance tickets. When I moved in to my apartment, I noticed the following issues:- there are long gashes in the floors covered in tape - mold and hair in the shower - a missing smoke alarm - the microwave does not work - the dishwasher does not work - the lights flicker and some are burnt out - the shower hand nozzle is missing I immediately created maintenance tickets and contacted the property manager who ignored my complaints. Only one of my issues (clogged sink in the bathroom) has been fixed.

• Initial Complaint

  Date:07/28/2022

  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.

  Looked at an apartment, was then directed to fill out the application, after I gave them money no one ever got back to me, I've tried calling but no one answered, left voicemail but no one called me back, went to their office and no one answered. What should I do. I want my money back.

  

  Business Response

  Date: 08/17/2022

  Good morning,

   

  ************** applied for a unit at ************************ on Wednesday, 7/20/22. His application was processed and the screening was completed on 7/28/22. Unfortunately, the application was denied because ************** did not fulfill the property's minimum rental requirements. On the same say, 7/28/22, our system automatically sent ************** correspondence with the decision and the reasoning behind the denial. Due to privacy concerns, we're not able to share the entire correspondence but have attached part of the letter. Since the application was processed and the requirements were not met, we're not able to refund the application fee. ************** can contact us at ************************************** if he has further questions regarding the decision.