Complaints

This profile includes complaints for RealManage Dallas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  RealManage Dallas

  6400 International Pkwy STE 1000 Plano, TX 75093-8212

  
• 

  RealManage Georgia

  3555 Koker Blvd, Suite 130 Duluth, GA 30096

  
• 

  RealManage Rock Hill

  958 W Main St Rock Hill, SC 29730

  
• 

  Hammersmith Management - Colorado Springs

  1155 Kelly Johnson Blvd, Suite 495 Colorado Springs, CO 80920

  
• 

  Hammersmith Loveland

  3760 E 15th St, Suite 102 Loveland, CO 80538

  

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:12/17/2023

  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 am writing to seek your assistance and intervention in a matter concerning RealManage, the property management company for the Rancho ******************** Association in *********, **********. My attempts to obtain essential documents and address significant maintenance issues have been met with insufficient responses and inaction.On November 14, 2023, I emailed *************************, Senior Community Manager at RealManage, requesting a copy of the current Homeowner Association *********************** Policy (*** Master Policy) for 2023 and 2024, including all endorsements and declaration pages.****************** response on November 16, 2023, indicated that the insurance had not been renewed, and he provided a copy of the existing policy expiring on December 10, 2023. I acknowledged this and requested the renewed policy once available.Subsequent follow-up emails sent on December 13 and 14, 2023, to both ************** and the general RealManage addresses, have not elicited a response, nor have I received the updated insurance policy documentation.I have reported persistent flooding around my townhouse, exacerbated by inefficient irrigation practices and inadequate gutter placements, leading to saturated soil beds and potential structural damage, including a noticeable crack in my living room floor.Despite providing photographic evidence and ****************** assurance of addressing these issues with the gardening team, the situation remains unresolved, posing ongoing risks to my property and living conditions.As a homeowner and a member of the Rancho San Pablo ***, ****** to the *** Master Policy is crucial for understanding coverage details and safeguarding my interests. This document is not only a legal requirement but also a critical tool for transparency and informed decision-making. The unresolved maintenance issues further compound my concerns, directly impacting the safety and integrity of my property.

  Customer Answer

  Date: 12/27/2023

  Dear BBB
  
  There seems to be a problem with RealManage Property Management Company responding to the Better Business Bureau, and providing the renewed 2023- 2024, copy of the Homeowner Association *********************** Policy (HOA Master Policy for Rancho San ****** home owners. After several requests for the Homeowner Association *********************** Policy (HOA Master Policy) for 2024, with no response from RealManage Property *****************   
  
  There is also the issue with the improperly placed rain gutters, surrounding my townhouse, which  are positioned to drain into the roof area as well as into the dirt, soil surrounding the foundation for my townhouse. The water sprinkler system also comes on four times a day regardless  to rather it is raining or not raining. 
  
  Between the improperly placed gutters draining into the soil, dirt bed surrounding the foundation and the water sprinkling system coming on 4 times a day, resulting in the soil, dirt beds flooding when it rains.  This may also be the  cause of the crack in the living room floor, that runs from the door to the stairs inside of my townhouse. This may be the reason why I consistently smell wet, dirt, soil while n my living room and kitchen.
  
  I will be contacting the Agencies listed below as well as any other Agencies, regarding these matters, until these issues have been resolved.
  
  
  
  Cc: ******************* HOA
  Cc: Consumer Complaint 
  Cc: Channel 7 On Your Side
  Cc: Consumer Complaint
  Cc: Channel 2  Investigates
  Cc: *****************, **. Building Inspector
  Abc 7 News  I-Team
  Cc: *******
  Cc:  Mortgage ***

  

  Business Response

  Date: 01/08/2024

  Update for BBB Only: We are working on this. We should have a response by next week. Please do not send this to the customer. Thank you!

  

  Business Response

  Date: 01/08/2024

  Update for BBB Only: We are working on this. We should have a response by next week. Please do not send this to the customer. Thank you!

  

  Business Response

  Date: 01/31/2024

  This person requested the insurance policy on Nov 17.  At that time I informed that person that the insurance policy is not available as the insurance has not renewed.  It renews on Dec 10th.
  
  Therefore, sometimes it could take a few days for the new policy to be send to us.    The homeowner emailed on Dec 14 and the insurance policy was given to her.
  
  On Dec 4th someone hit and run her garage door.  She wanted HOA to fix it.  Unfortunately, I told her that it's actually  Homeowner responsibility.  Please see email communication in the system.
  
  At last night's meeting 1/29/24-   She is saying that I'm not doing anything about the foundation damage.  ************** issue is pre-existing before RealManage took over.  ********* is asking to get this repaired.  This repair will cost  multi-millions.  I have hired a construction manager, soil engineers to inspect.  We will be doing a multi-million special assessment this year.  She is not happy that she will need to pay for the special assessment and feels that it should have been covered in her ***************.
  
  She is stating the irrigation is on 4x a day flooding her unit.  I have checked with neighbors and landscapers and both have confirmed the irrigation has been off for the winter.
  
  I have scheduled an inspection with the Landscaper this Friday on Feb 2nd to confirm there is no water or irrigation break.
  

  Customer Answer

  Date: 02/01/2024

  I am rejecting this response because:
  
  ********************* lied, or he must have me confused with another owner at the board meeting online, as I never said I wouldnt pay an assessment which would be required by all owner at the Rancho San ***** to pay. The amount of the assessment was not discussed at the meeting. Besides, it was only a few owners at the board meeting, I decided not to say a word about the assessment, I will let the other owner discuss the assessment fees.
  
  I had already discussed with my attorney the issues at Rancho *********, ***, the assessment process and the assessment percentage that the *********, *** could charge each owner based on **************** ***************. I did state to ********************* that the dirt around my unit stays soaked and flooded, as the sprinkler system comes on 4 times a day and the rain gutters also run off into the saturated dirt. *********************, said he doubted it but I certainly dont have to lie about the sprinklers. He got upset when I reported the issue about the water pooling my unit.
  
  ********************* stated that there was 2 million dollars of repairs needed to be done. I didnt say anything about the assessment or repairs because I know that the other owners have concerns about the assessment. Besides the ******************* *** and other agencies can investigate these matters. Since ********************* said the other neighbors said the sprinkler system isnt coming on 4 times, perhaps the ***************** inspectors, other agencies can come and inspect for themselves. Who knows, maybe Channel 7 investigates or the I-Team can investigate along with the other agencies.
  
  I did ask ********************* about a copy of the **************** Policy for Rancho San *****, for 2024, I requested this information in writing in November 2023, December 2023, January 2024 and again at the *** meeting but I never received a copy of the current **************** Policy for Rancho San ***** for 2024. I have been told by some of the other owners of the Rancho San ***** ***, that ********************* will lie on you, retaliate and harass you if you ask questions or express concerns that you may have regarding your unit. However, I have contacted other agencies that can assist with resolving these issues.

  

  Business Response

  Date: 02/09/2024

  Response to ********* BBB Complaint ****** San Pablo
  
  We understand this owner has a lot of complaints and is likely upset about the potential costs as an owner in a condominium that needs to have major components repaired and/or replaced. Directing anger and frustration towards management is common in this industry, especially since many times the owners are scared and confused. However, anger, frustration and personal attacks towards ********************* is unwarranted. We vigorously disagree with ********* baseless allegations of our manager lying or being confused.
  
  Nothing improper was said by ***** or the ***** at any time or in any meeting. This was confirmed by the ***** President. When there are potential special assessments, owners will start paying more attention to their Association and because they do not know a lot about community associations, they tend to direct their anger and frustration at the management company.
  
  However, it should be clear that we, the management company, work under the direction of the *****. Additionally, the ***** works under the authority of the Governing Documents for the Association. This community is over 45 years old and the proactive ***** is working towards a solution to address needed repairs and replacements of major components. These include repairs to the foundation, roofing, siding, painting and compliance with ********** SB326 (balcony bill). Note: SB326 has a due date of 1/1/2025. All these needed repairs/replacements are a very expensive undertaking.
  
  The ***** is considering the cost of needed repairs, as well as the funds that have been set aside in reserves. If the ***** determines a special assessment is needed, then all 72 owners in this community will be asked to vote. This is all done in accordance with the Associations Governing Documents and in full compliance with *********** ***** Stirling Act.
  
  Regarding her statements about ***** being upset about her maintenance reports, that is again not accurate. A large part of our job is to address maintenance concerns. This includes using vendors to assess the issue and advise what if any next steps are needed. ********************* did in fact check her concern about the irrigation system being on previously and is doing it again. In addition, he has asked a general contractor to review the situation and determine what her complaint is stemming from.
  
  This process can be confusing for owners who mistakenly believe that the community manager can just authorize repairs. They dont understand the steps that must be taken to a) gather information, b) assess, c) report to the *****, and finally carry out the boards decision. This includes ensuring the needed repairs is an Association responsibility and not an individual owner.
  
  The ***** and their manager are working hard to plan for the needed maintenance and repairs of this aging building. The ***** has regular open board meetings to discuss this and answer questions. Once the ***** has the information needed to decide on whether to conduct a vote of the membership on a special assessment, it will be presented to the owners. Owners will then make the decision when they vote on a proposed special assessment, not the ***** and certainly not RealManage.
  
  Regarding the **************** Policy, the owner requested the policy right before it was set to renew. We do not receive the new policy immediately at renewal, as the carrier must generate and send us the documents. The Certificate of Insurance was sent to the owner on 11/15/2024, which clearly notes the name, email and phone number of the insurance agent.

  The insurance agents information and current policy summary were in the budget package sent in November 2023 to all owners. Additionally, the updated Insurance Disclosure (again noting the agents contact information) was sent via email on 12/19/2023, noting that the policy had not yet been received.
  
  This owner could/can at any time call and request the document directly from the agent. Additionally, the policies along with all Association documents are uploaded and viewable by owners through the Owner Portal. ************ has an owner account and has accessed it as recently as 02/09/2024 at 9:02am.
  
  ************ continues to attack ********************* for perceived wrongs but has provided no bases for these accusations. Her perception is unfortunate as ***** always has and continues to perform his job with the utmost integrity and honestly. We know this from the many years we have worked with ***** as well as the positive feedback and support from the *****s of the communities he manages, including ****** San Pablo.
  
  It is hoped that ************ will focus her attention on the communitys needs and effort for needed repairs/replacements, rather than continued baseless attacks and meritless accusations again *********************, RealManage and the ***** of ****** San Pablo.

  

  Business Response

  Date: 02/09/2024

  Hi BBB, 

  For the response to the customer's rejection can we use this response instead: 

  Thank you again for reaching out to us and we apologize for not being able to resolve your concerns sooner. We apologize that it felt like we didn't believe you about the water pooling.  The community's landscape contractor has indicated to us that the irrigation has been turned off for the winter. ************** may have misspoke but we absolutely believe you that there may sometimes be water pooling in your area. ************** has asked the community's landscape contractor to confirm again. 
  
  
  As for other water pooling, which is possible. Unfortunately, it appears that there may be drainage or foundation concerns that predate RealManage managing the community. Your community's board of directors is aware of those concerns and has hired a construction manager and soil engineers to diagnose the problem and propose a solution. The ***** is proposing a multi-million special assessment. RealManage works at the direction of the board of directors, elected by property owners within your community. 
  
  
  Our understanding is that you were sent the community's insurance COI on December 14th after the policy renewed on December 10th.
  
  
  Again, we apologize for any miscommunication but please know the ***** of ********* is aware of your concerns and working to address them

  Customer Answer

  Date: 02/12/2024

  I am rejecting this response because:   
  

  The issues that prompted this complaint were not resolved. The things stated by RealManage are not true and I never received the **************** policy.  I will no longer be dealing with these issues, I will let my attorney and other agencies deal with these matters.

  Customer Answer

  Date: 02/29/2024

  I am rejecting this response because:   I only received a copy of the Expired, Master HOA, Rancho San *************** Policy in 11/2023, which expired on 12/10/23. I made several attempts from 12/13/23 to 2/28/24, of trying to get a copy of the New or renewed Master HOA, Rancho San *************** Policy from *********************. I got the runaround from ********************* several times and I Never received a copy of the new or renewed Master HOA, Rancho San ****** ********* Policy.  That issue has been never resolved. You stated the sprinkler and drainage was addressed, I dont know anything about that as many non-truthful things have been stated. As I stated before these issues have been referred to other agencies.

• Initial Complaint

  Date:12/13/2023

  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.

  Real Manage acquired Argus Property Management, our HOA property management company. After the acquisition, Real Manage failed to honor several terms of our agreement with Argus. Additionally, after providing poor service and failing to deliver services expected per the agreement of our contract, they continued to collect money for services not provided. As well, they moved our assets to a bank that was paying them a % of assets transferred, which is not only unethical but its illegal. Because the accounting terms were never honored we have inaccurate accounting records and cannot verify how much money we should be receiving from them after they were fired.

  

  Business Response

  Date: 12/22/2023

  Quite a few of our market leaders are out for the holidays. We will update these after the Christmas break. Thank you!

  

  Business Response

  Date: 12/29/2023

  Quite a few of our market leaders are out for the holidays. We will update these after the Christmas break. Thank you!

  Customer Answer

  Date: 12/30/2023

  I am rejecting this response because:   
  The sound of a similar tune: defer, delay, ignore. The market leader in ******* never even replied to my emails when we were clients.

  

  Business Response

  Date: 01/08/2024

  Update for BBB Only: We are working on this. We should have a response by next week. Please do not send this to the customer. Thank you!

  

  Business Response

  Date: 01/29/2024

  We are in receipt of the following complaint and we are disappointed that our relationship was severed. The finances of any community are the backbone of the operation and we take that responsibility seriously. We strive to produce for each of our associations the best set of financials while working with our partnered banks, who provides our residents and board members live access to see what funds are available and to see the current balances. Providing great service requires strong relationships. Sometimes those services do cost, in this case, when there out of normal business there are fees associated. Our fees are minimal compared to the rest. Throughout our relationship, we have provided ******************** services and did so even after we were notified of the termination. We did have a transition period from Argus to Real Manage where the financials were late and the associations were notified of this well in advance. So we do apologize for this inconvenience. 
  
  
  If we can provide management services again for your community we would like that opportunity. 
  
  
  
  
  

  Customer Answer

  Date: 01/29/2024

  I am rejecting this response because: 
  

  The response failed to satisfy my request in full. 

• Initial Complaint

  Date:12/13/2023

  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 use online bill pay for my HOA payments and it is on autopay for the 1st of every month. I have done this since January 2020. Real Manage took over the management in August 2023 and they have had issues handling payments since. On August 27th **** of America mailed $375 check to Real Mangage for my September 2023 HOA paymment. Per my Real Manage statement payment was received on September 21. On November 30, 2023 I received notice from **** of America that since Real Manage had not cashed the check within the 90 day time period they return the funds to me. On December 4th, Real Manage finally tried to cash the check but was returned due to the stop payment. I did not stop payment on the check, **** of America did for security purposes. Real Manage is refusing to remove the return fee of $25. I have since replaced the check using Real Manage's online bill system. Now, **** of America mailed my December 2023 $375 payment out on November 28, 2023, the check was cashed on December 6, 2023 and per my online statement the payment still has not posted. Therefore, by December 15th I will be assessed a $25 late fee. This occurred last month, when payment was mailed at the end of October 2023 to be received by November 1st and Real Manage decided to hold on to my payment and post it on November 27th. On a conference call with **** of America and Real Manage customer representative ***********************, ************** acknowledged that we had the correct mailing address. I live in **********, ******* and the payments are mailed to *******, *******, it will not take a month for mail to get to *******. The only assumption is that Real Manage is purposely holding on to timely payments for late fees and or stop payment fees to occur for additional revenue generating opportunities. I want Real Manage to remove $25 stop payment fee and post my December payment since the check has been received and cashed. They should not have an apportunity to assess another $25 .

  

  Business Response

  Date: 12/22/2023

  Quite a few of our market leaders are out for the holidays. We will update these after the Christmas break. Thank you!

  

  Business Response

  Date: 12/29/2023

  Quite a few of our market leaders are out for the holidays. We will update these after the Christmas break. Thank you!

  

  Business Response

  Date: 01/08/2024

  Update for BBB Only: We are working on this. We should have a response by next week. Please do not send this to the customer. Thank you!

  

  Business Response

  Date: 01/19/2024

  This was closed by mistake. We had several market leaders on vacation during the holiday break. We just wanted to extend the time for our response. I am still waiting for our MLs to do their research to respond to the customer. Please reopen so that we can submit our response. Thank you.

• Initial Complaint

  Date:12/12/2023

  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 am an owner in the Oak Bridge Run Condo community. Every month there are owners who do not pay their HOA fees. Recently I requested the most recent delinquency report and have not received it, nor has anyone at Real Manage told me when they will send it to me.

  

  Business Response

  Date: 12/22/2023

  Quite a few of our market leaders are out for the holidays. We will update these after the Christmas break. Thank you!

  

  Business Response

  Date: 12/29/2023

  Quite a few of our market leaders are out for the holidays. We will update these after the Christmas break. Thank you!

  

  Business Response

  Date: 01/08/2024

  Update for BBB Only: We are working on this. We should have a response by next week. Please do not send this to the customer. Thank you!

• Initial Complaint

  Date:12/06/2023

  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.

  Real Manage oversees the **************** property in **********, *******.I moved in to Centra 2 1/2 years ago (as a renter) and put down a deposit of $3400 with the property management group.I moved out over two months ago and Real Manage owes me the deposit back.I have been trying to work with them and but to no avail.Every time I try to get with them, they tell me its with accounting and I never hear back. The person I am going back and forth with is *****************I would like to get this amount back as soon as possible.Thank you

  

  Business Response

  Date: 12/22/2023

  Quite a few of our market leaders are out for the holidays. We will update these after the Christmas break. Thank you!

  

  Business Response

  Date: 12/29/2023

  Quite a few of our market leaders are out for the holidays. We will update these after the Christmas break. Thank you!

  

  Business Response

  Date: 01/08/2024

  Update for BBB Only: We are working on this. We should have a response by next week. Please do not send this to the customer. Thank you!

  

  Business Response

  Date: 01/17/2024

  This is not one of our communities. Please redirect to the proper account. Thank you!

• Initial Complaint

  Date:12/03/2023

  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.

  Bottom line: On Sept. 18, 2023, I requested the refund of a $100 check that should never have been deposited. It was a security deposit for reserving the Olde ********** gazebo for Sept. 17th. (Originally, RealManage said that they never received my check. I had to send them a copy of the check, endorsed and deposited by them. ) As of Dec. 3, 2023, I have no refund. The president of my local HOA approved the refund in early October. At my request, she got involved on Oct. 30th. She was told I would receive my check by Nov. 17th. No further correspondence and no refund. It is difficult to believe that they have been in business for 19 years and cannot refund a check that they never should have deposited,

  

  Business Response

  Date: 12/22/2023

  Quite a few of our market leaders are out for the holidays. We will update these after the Christmas break. Thank you!

  

  Business Response

  Date: 12/29/2023

  Quite a few of our market leaders are out for the holidays. We will update these after the Christmas break. Thank you!

  Customer Answer

  Date: 12/30/2023

  I have reviewed the business response and accept this resolution.  My refund check was finally received on 12-9-23, just short of 3 months after I requested it. 

  Thank you. 

• Initial Complaint

  Date:11/22/2023

  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 received a Deed Restriction Violation complaint for overgrown plants in my home front yard (Flower/Plant Beds: Please tend to overgrowth in each flower bed in front and on right of driveway.Date: 5/18/2023), I rectified it and got fixed, but on top the company is fining me $40. FYI: - please see the email response.On Wed, Nov 15, 2023 at 2:47?PM <*******************> wrote:Good Afternoon, I was able to reinspect your property yesterday and subsequently closed the notice as "fixed". We will not be able to waive the fee on the account as it was escalated in a proper measure. Respectfully, ****************************** | Community Standards Manager REALMANAGE FAMILY OF BRANDS *********** Residential Association II *************************************************************** P. ************ | RealManage | GrandManors | ***********

  

  Business Response

  Date: 12/05/2023

  I trust this message finds you well. We would like to bring to your attention the status of the violation notice regarding overgrown weeds/plants issued on 5/18/23. The matter was escalated to a Pre-Fine on 8/7/23 and subsequently resulted in the issuance of the first fine on 9/14/23.
  According to our records, your initial contact with our office was made on 10/25/23, at which time *******, our Compliance Manager, promptly responded with a phone call. During the conversation, ******* provided guidance on addressing the violation, and a re-inspection was conducted on the same day to confirm the status of compliance. Regrettably, the violation was found to persist, and ******* communicated the specific actions required for resolution.
  In an effort to address your concerns comprehensively, we will present your request to the ***** of ********* during their upcoming meeting. The ***** holds the authority in this matter, and their decision will be communicated to you promptly.
  We appreciate your cooperation in resolving this matter and look forward to a swift resolution. 

• Initial Complaint

  Date:11/16/2023

  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.

  They are threatening my wife and I with attorneys and not listening to us. We are trying to cooperate and resolve our fence repair and they continue to ignore us. We feel they are scamming us out of our ***************.

  

  Business Response

  Date: 12/05/2023

  People are on vacation. We are still working on this. Thank you!
  
  
  

  

  Business Response

  Date: 12/12/2023

  RealManage serves as the designated agent for the Association, entrusted with executing the directives of the Board. We want to assure you that we take all complaints seriously and are committed to fostering a positive community environment.
  It's important to clarify that we have not engaged in any harassment. However, we understand the sensitivity of the matter, particularly since both parties are represented by legal counsel. Considering the legal implications, we believe it would be inappropriate to disclose specific details at this time.
  We remain dedicated to addressing and resolving concerns in a fair and professional manner.

• Initial Complaint

  Date:11/16/2023

  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 live in a condo with an HOA agreement with *********. In August, there was storm that caused a storm drain outside of my unit to become clogged with debris. This resulted in flooding that flooded into my living room, and the living room of the unit next door. I submitted a maintenance request to ********* asking that they have a mitigation company come to inspect the floor for moisture and perform any needed mitigation, which ********* did send a mitigation company to my unit. Over the course of a couple weeks, the mitigation company attempted to dry out the moisture with fans and dehumidifiers, however they were unable to do so. They recommended pulling up a sample piece of flooring to inspect for moisture, and there was still visible moisture under my floor. The recommendation from the mitigation company was to pull up the flooring where necessary in order to prevent any further damage or mold. This resulted in a significant amount of flooring being pulled in my living room and into my kitchen. Afterwards, the mitigation company sent estimates to ********* for repairs/replacement of the floor to ********* for approval. ********* has denied approving the repairs, and has since claimed that the flooding was an "act of god," and that since it was not previously reported as an issue, they are not liable for the cost of repairs. I have asked ********* for specific clauses in our bylaws and agreements that validate this decision, and they have informed me there are no specific clauses and that this was not due to negligence. This has since left me trying to find a company to repair my floor. I have worked with two separate companies, and both have denied only repairing what was damaged; they will only install a brand new floor. So far I have been provided with an estimate upwards of $3800 for a new floor to be installed. This is a significant cost for me, and given that the cause of flooding was from outside my unit, I do not not see why I should be held responsible.

  

  Business Response

  Date: 12/05/2023

  I hope this message finds you well. We appreciate your feedback and would like to provide additional clarity regarding the recent water damage situation at units 4638 and 4640.
  The reported issue occurred during a severe storm, leading to water ingress from debris, mainly leaves. Our emergency maintenance team promptly dispatched mitigation services, addressing the concern. Notably, the affected drain had not been a known issue and did not pose further problems after mitigation.
  After consulting with our insurance broker and claims specialists, it was determined that there was no negligence or liability on the Association's part. Despite this, we have opted to assist with mitigation costs for both units.
  In discussions with unit 4638, it was revealed that the drain exhibited slow drainage a week prior, but the matter was not reported at that time.
  Regarding the Covenants, Conditions, and Restrictions (CCRs), they specify the HOA's responsibility for repairs, excluding interior issues unless caused by HOA negligence. In this case, the situation does not attribute negligence to the Association, making the owner responsible for repairs.
  We were not initially aware that the owner authorized flooring removal during the mitigation process.
  Lastly, we acknowledge potential confusion stemming from the mitigation company's initial communication. We are actively working to address any misconceptions and provide clarity on the Association's involvement.
  Your understanding and cooperation in resolving this matter are appreciated. If you have further questions or concerns, please reach out.

  Customer Answer

  Date: 12/05/2023

  I am rejecting this response because there are multiple parts of this statement that I do not agree with.

  First, this response states "In discussions with unit 4638, it was revealed that the drain exhibited slow drainage a week prior, but the matter was not reported at that time." At no point before I submitted my maintenance request to ********* did I contact them or the Board about slow drainage of the storm drain. To follow-up, if *********/Real Manage/the Board (or whomever) had been informed that there was slow drainage, how does that not constitute reporting of the issue? Furthermore, I would like to call attention to the fact that the CCRs state the *** has a duty to maintain parts of the exterior that fall under their purview. So long as I have been a resident, and during the time of this ordeal, not once have I seen anyone come to inspect the drain, remove any potential blockages, and confirm to me personally that due diligence has been taken to prevent future overflows. Again, you state that the drain "did not pose further problems after mitigation," but to date I have not seen a contractor on behalf of the *** follow-up on the drain specifically, so how can I be sure that is accurate? 

  Next, I would like to address the statement of "We were not initially aware that the owner authorized flooring removal during the mitigation process." After the flooding had occurred, a member of the *** came to my home to look at my floor and stated that I needed to submit a maintenance request to ********* and specifically stated to request that "I need a new floor." It was at their direction and implication that replacing the floor would be covered by ********* since the flood was caused by an external part of the property that falls under *** responsibility. I was also informed by the other unit affected that they were visited by the same member of the Board and urged to submit the same request. Effectively, we were both under the impression that repair/replacement of our floors would be part of the process.

  Lastly, I am rejecting this response as I do not see any form of resolution offered. I was only informed at the very end of the process after sending multiple inquiries to our assistant community manager that the *** was not going to cover the cost of repairs, and that they (according to them) were not responsible for any form of mitigation either. When I submitted my request, the mitigation company contacted me to schedule the initial visits and begin the process from there. At no point did anyone from *********/Real Manage/the Board (whomever) step in to inform me that they would only cover mitigation and that if I proceeded with having my floor pulled by the mitigation company, I would be responsible for the cost of the repairs. I want the BBB to understand that due to this lack of communication, I am now potentially on the hook for repairs upwards of thousands of dollars to replace my entire floor on the ground level as no company I have contacted is willing to replace/repair what was pulled.

  

  Business Response

  Date: 12/22/2023

  Quite a few of our market leaders are out for the holidays. We will update these after the Christmas break. Thank you!

  Customer Answer

  Date: 12/30/2023

  I am rejecting this response because:   I am not surprised that there is a delay in the response from this organization. Respond as soon as possible. 

  

  Business Response

  Date: 01/08/2024

  Update for BBB Only: We are working on this. We should have a response by next week. Please do not send this to the customer. Thank you!

  

  Business Response

  Date: 01/10/2024

  Upon receiving the report of slow drainage, the board promptly inspected the matter and assisted in removing the blockage. To prevent future occurrences, we have also requested the landscaper to pay extra attention to the area during their routine maintenance.
  In response to the board member's suggestion for the owner to submit a work order for flooring repairs, please be informed that this is a standard practice to ensure that the managing agent receives comprehensive details. The governing documents of the association were carefully reviewed to ascertain the responsible party for the repairs, and it was determined that interior repairs are the owner's responsibility.
  We understand there may have been a misunderstanding regarding the coverage of mitigation costs. The owner mentioned not being informed that the board would only cover mitigation expenses and that they would be responsible for the repair costs if they proceeded with having the flooring removed. Unfortunately, there was a lack of communication in this regard, and we were not aware of the recommendation or permission for the flooring removal until after the fact.
  We sincerely apologize for any confusion or inconvenience caused by this oversight. Moving forward, we will strive to enhance communication channels and ensure that all parties involved are well-informed.
  If you have any further questions or concerns, please do not hesitate to reach out. We appreciate your understanding and cooperation in this matter.

  Customer Answer

  Date: 01/19/2024

  I am rejecting this response because: Again, who reported slow drainage to the Board? At no point from the beginning of this whole occurrence did I report that, and at no time was I informed that action had been taken to remove any blockage. Furthermore, how does striving to improve communication make me whole again? If we are not able to reach an agreement to this matter, I will have to resort to ************* towards a resolution. 

  

  Business Response

  Date: 02/20/2024

  Thank you for reaching out.  The slow drainage/clog was reported by ************** at which time the work order was submitted.  ********* has contacted counsel and is currently reviewing all the details and will be in touch soon in reference to any share of the costs between the owner and the ****

  Customer Answer

  Date: 02/21/2024

  I am rejecting this response because:   Again, you keep saying I reported slow drainage before the flooding occurred and that is completely false. I want the BBB to understand that at know point did that happen, I submitted the work order AFTER the flooding had occurred and the damage was done. I will be waiting for your response. 

  

  Business Response

  Date: 02/23/2024

  We do appreciate the homeowner continuing to share their concerns with **. Decisions about coverage were made by the ***** of ********** elected from residents from your community, in coordination with the Association's insurance company. RealManage is not a party to those decisions and as such we are asking the BBB to close this complaint that was made against RealManage and not the association or mitigation company. 
  
  

  Customer Answer

  Date: 02/27/2024

  I am rejecting this response because:   I want the BBB to understand that in the months this has been going on, both the Board member who visited my unit and RealManage have deferred to each other in terms of who to reach out to and who is a party privy to the final decision. Neither seem willing to take responsibility. I had submitted an appeal request to the Board in December and have not heard any response to that. There is no method for me to contact the Board as an entity outside of speaking to RealManage. 

• Initial Complaint

  Date:11/09/2023

  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.

  There are two tree that need to be trimmed. I have filed all the proper paper work with the hoa. They came back 4 times asking me for the same information. This started in Jan 2023. In May ***** number of calls to them about this work.( in which I was paying for). They came back and said we need one more person to sign off on this. These trees are too tall and need to be trimmed down. In August I received a letter stating that this was denied. And not to touch them. I have try 5 times since to have this resolved. I am always told that, **** will call me back after he get off the phone and I am still waiting. I also asked for the board member name in which they say that they can give me that information. I have gone in Oct to the hoa meeting in which no one show up not the hoa nor the board members. I did call early that day to make sure there was a hoa meeting that night, the off say yes it at 7 pm. Again no one show up. Only the homeowner was there. This trimming would at that time cost me $1,200,00 to do who know what it would be to do this now!

  

  Business Response

  Date: 11/15/2023

  **********************,
  
  We no longer manage Stonehaven HOA as of October 31, 2023. However, we did go back to see that an ARC was submitted to the *****/Committee for the trees, and it was denied by the *****/Committee as they requested to meet and look at the trees in question. This decision is solely with the Association ***** of ********* and the Committee and not with the Management Company. All items were submitted at the time you sent them in to the Association and the response time should be taken up with the ***** of *********. As for the ***** Meetings, we do not have a **** in our branch, so we are not sure who spoke with you on the October Meeting. If there was a meeting posted and the ***** did not show, then again, this is something to be addressed through the ***** or the New Management Company. Thank you.