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

  
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  RealManage Charlotte

  8301 University Executive Park Dr Ste 130 Charlotte, NC 28262

  
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  RealManage - Blowing Rock

  105 Niley Cook Rd Blowing Rock, NC 28605

  
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  RealManage Raleigh

  8480 Honeycutt Rd Ste 200 Raleigh, NC 27615

  
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  RealManage Palm Beach Gardens

  300 Avenue Of The Champions Ste 120 Palm Beach Gardens, FL 33418

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/30/2023

  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.

  This HOA management company is going to vote without allowing homeowners the ability to vote as well, for banning outdoor grills. I bought a grill and spent close to $1000 and used it only last summer. If they ban this now, it strips me from my ability to grill as well as to be able to even sell this grill because I can`t possibly sell it even for a fraction of the price. They did not allow people to have input and will decide our fate by their voting, completely disregarding the fact that so many people have grills and in my case will put me in a position to have lost so much money.

  

  Business Response

  Date: 06/05/2023

  RealManage serves as the agent for the ***** of ********** which is elected by the Association members annually. While we offer consultation based on our experience, we do not make the final decisions for the community. In the case of *************, the decision-making authority lies with the ***** of ********** as outlined in the Declaration of Condominium Ownership (section 18.4(h)) and the ******** Condominium Act.

  Both the Declaration and the Act ***** the ***** of ********* the sole authority to adopt or amend rules and regulations pertaining to the operation and use of the property. The only requirement is to provide proper notice to owners before adopting such rules. The proposed rule regarding the limited use of grills on condominium property, developed to adhere to local fire codes, was shared with owners through a mailed notice on May 3, 2023, well in advance of the May 25, 2023 meeting where the rule was to be adopted.

  We acknowledge your disagreement with the proposed rule and your desire to voice concerns. The opportunity to address the ***** of ********* was provided at the May 25th meeting. While input is valued during the rule adoption meeting, neither the Declaration nor the Act mandates that the ***** seek approval from unit owners before casting their vote at a board meeting.

  We appreciate you bringing your concerns to our attention, and we will forward them to the ***** for their consideration. However, it is important to note that, as per Article VII of the Declaration, the *****'s determination is final and binding. Thank you for your understanding.
  

  

  Business Response

  Date: 08/18/2023

  This was closed in June. We don't have any other solutions for this complaint. We've done everything we could.

  

  Business Response

  Date: 08/22/2023

  We appreciate **************** reaching back out to us regarding her concerns with the pavement at the apron of her driveway. This recent complaint appears to be independent of the complaint made in late May, even though shes rejecting the response we provided to the Better Business Bureau on that complaint. First, we do want to thank **************** for her feedback about our response times or, in this case, the lack thereof. This has been passed along to the branch leader for our ******** team, and we really appreciate the details she shared about areas where we can improve with our communications. We are committed to improve on our response times to all our unit owners to assure that each receive a response to their inquiries.
  
  As noted previously, **************** resides within a community association with a ***** of ****************** is elected by the Association members each year. RealManage is the agent for the ***** of ********** and we are not the decision makers for the community and cannot move forward on certain items without ***** approval. With respect to the decorative pavers that are installed at the skirt of the driveway, the ***** of ********* is aware of the condition and the need to perform a repair. The ***** of ********* has reviewed this particular concern at their previous meetings intending to make decisions on repairs, however, have not been able to secure an appropriate contract due to either Village permitting concerns or concerns with the scope of work itself. The ***** of ********* did discuss the repair, again, at their August 17th meeting, and the ***** is waiting on an updated proposal from their current vendor to either replace or reinforce all brick pavers throughout the community. Once this revised proposal is received the ***** of ********* does intend to approve so that work can be completed. We thank **************** for bringing her concern to us through the Better Business Bureau. We are committed to resolve her concern and the manager for ************* will provide **************** with a status of the work as soon as reasonably possible. Thank you.

• Initial Complaint

  Date:05/20/2023

  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.

  During HOA management company's transition there was a system switch and set up issue. Which resulted my owners account balances showing $31.56 unpaid balance which as I paid assuming it was a charge for cable. Used my Truist account for both that payment and quarterly HOA payments which is a valid account . HOA payment was posted with no issues, however $31.56 payment was returned stating account is not found! And I was charged $25 for that. In the end $31.56 was reversed by association as it was an error, but $25 returned payment was not and I was even charged late fee of $5 on top of it! Contacted GrandManors, but Assistant Manager *********************** was not willing to correct the error and make adjustment. Is this not the case? I expect only $15.78 charge left after my account is reconciled. Q1 dues payment went through with no issues from that same bank account I previously used for $31.56 payment. All other charges should be removed.

  

  Business Response

  Date: 05/24/2023

  Hello, we apologize for the inconvenience, and we will remove the $25.00 fee as well as the additional $5.00 fee. You should see this reflected on your account shortly. Thank you for bringing this to our attention.

  Customer Answer

  Date: 05/24/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/17/2023

  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 April 1, 2023 my bank ***** of America) made an ongoing EFT payment to Argus Property Management **** *************************. ********, ** ***** in the amount of $425.00 for a monthly HOA fee for an apartment I had owned at *****************************************************************. I sold the mentioned apartment in the 3rd. week of March. I went to Argus Property Mng. on April 2, 2023 and was allowed to speak with ********************* (Accountant) via an in house phone connection. She told me State Law states I had to wait three months to be re-imbursed. I also gave her a note from **** of America that showed the bill was paid by mistake and that **** of America said I should have no problem in being re-imbursed. In looking at ************* Laws online I cannot find anything about waiting three months to be reimbursed. Since my initial contact with **************, ************** does not ************* and does not answer my email requests for an update on my issue. I do not know what to do at this point. Thank You. *********************

  

  Business Response

  Date: 05/30/2023

  Thank you for bringing your concerns to our attention. We understand that you have raised an issue regarding the fees included on the estoppel certificate for the closing. We apologize for any inconvenience this may have caused.

  Upon reviewing the situation, it appears that the fees due to the association were accurately reflected on the estoppel certificate at the time of the request. However, if there was an overpayment received after the issuance of the estoppel certificate, and the title agency did not request an update, it is possible that additional fees were collected by the association unintentionally.

  In the normal course of a closing, once the process is completed by the closing agent, a warranty deed for the property is filed with Sarasota County. Additionally, any funds owed to the association that were collected at the closing, along with a copy of the warranty deed for the new owner, are sent to the management company representing the association to update their records. This process typically takes between 10 to 30 days to be completed.

  If there is a credit on the account and a refund is warranted, we follow a standard timeline of (90) days to ensure the accuracy of the credit before issuing a refund. This is done to maintain the utmost accuracy in financial transactions. Unfortunately, I cannot confirm whether the warranty deed and/or settlement statement had been received by the time the seller made the refund request.

  We understand your frustration, and we assure you that we are committed to resolving this matter in a fair and timely manner. We kindly request your patience during the process, and we will keep you informed of any updates regarding your refund.

  Customer Answer

  Date: 05/30/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/16/2023

  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 condominium association recently switched providers to Brown Community Management. In April, I received a non-compliance noticed for a bike and a doormat that needed to be moved. The bike was not being permanently stored outside, it was just charging, and it was moved. The doormat is not illegal by any code of our community CCR's.Yesterday I received a fine for non-compliance listing the bike and the welcome mat. The bike was obviously moved, and the doormat is not illegal- this company is trying to fine me for fraudulent violations. I corresponded with the community manager and he could not offer further proof of a code violation.

  

  Business Response

  Date: 05/26/2023

  We have taken proactive steps to address your complaint by reaching out to you directly. Both our Vice President and Community Association Manager (CAM) have personally contacted you to gain a better understanding of the situation. We are aware that you reside in ********** Park Place, a condominium community that we began managing in March.
  Over the past two months, the board of your community has become increasingly active in ensuring that violation notices are sent to homeowners for various infractions that had previously been overlooked but are in fact violations according to the community's governing documents. Specifically, your front door mat and the charging of the electric scooter at the front door were noted as areas of concern. These items are in violation of the community's safety and storage guidelines, as they are located in the main hallway or walkway.
  During our conversation with you regarding the violation notice, we did refer to the relevant section in the governing documents that address these violations. However, we understand that you may have been referencing a different document and were not aware of the specific area we were highlighting. In order to assist you, we promptly emailed you the relevant documents and sections. We want to emphasize that we are following the policies established by the community and implementing the directives provided by the board.
  We understand that you expressed a desire to contact each board member individually, but we respectfully declined this request to protect their privacy. However, we have forwarded your request to the board for their consideration, and they have declined the request as well. Instead, they have invited you to participate in a board meeting where you can discuss your concerns directly with the entire board.
  Please be aware that the board's decision is to enforce the violations and require the removal of items not compliant with the guidelines. It is worth noting that other residents have also been cited for similar violations, such as door mats and items stored at the front door.
  We appreciate your understanding in this matter and encourage you to attend the upcoming board meeting to express your appeal in person. Our goal is to work collaboratively with the community and ensure compliance with the established guidelines for the benefit and safety of all residents.

• Initial Complaint

  Date:05/15/2023

  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 became president of the Board on Feb 25 2023. I fired Lighthouse Property Management (who has recently been acquired by Real Manage) I hired ******** Management SRQ, and since then we have been unsuccessful at obtaining our reserve money held by them in an ***** bank account. Phone calls and emails have been sent, unanswered- and calls get rerouted to nowhere, and the new management has personally gone down to their office and spoke with head of operations: *************************. She told them their "software" hasn't been working for 2 months and she can't access the bank account to give us our money back. It is past the statutory timeframe for this to have happened. We are afraid that we may not get our money back, Can you help?

  

  Business Response

  Date: 05/15/2023

  Hello, 

  Im sorry to hear about this poor experience, but you have the wrong Lighthouse Property Management LLC. We are located in Southwest ******** only and do not have any business or properties in *******. 

   

   

  

  Business Response

  Date: 07/25/2023

  Hello,

  I was on vacation and could not get to this before. We are working on this.

  Thank you!

  

  Business Response

  Date: 08/09/2023

  I hope this message finds you well. I wanted to extend my sincere gratitude for reaching out to us regarding the recent concerns you raised. We highly value your feedback, as it allows us to continually improve our services and communication.
  As you *** be aware, ********************* had conveyed to you via text that we promptly engaged with the bank to address the matter in question. After a thorough review of the situation, we confirmed that the checks resulting from the account closure were dispatched through ***** on May 2nd. Subsequently, they were acknowledged as received on May 25th and successfully deposited into the association's new bank accounts on June 20ththis all took place prior to the submission of your formal complaint.
  We deeply regret any confusion that *** have arisen due to the miscommunication on our end. While we were undergoing a software transition during that period, the issue in question was not a result of any software malfunction related to the handling of funds or banking procedures. It's possible that our team encountered difficulties accessing historical information during this software transition, but rest assured that this did not impact the processing of the funds as per our standard protocols.
  We genuinely appreciate your patience and understanding throughout this process. The opportunity to thoroughly investigate and confirm the accurate and timely processing of the transactions has been invaluable. Your diligence in bringing this matter to our attention has allowed us to validate the efficacy of our procedures and ensure that such misunderstandings are minimized in the future.
  Once again, thank you for your communication, which has contributed significantly to resolving this issue. Should you have any further questions or require additional clarification, please do not hesitate to reach out to us. We are committed to providing you with the utmost professional service and ensuring that your concerns are addressed in a prompt and satisfactory manner.

• Initial Complaint

  Date:05/08/2023

  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.

  On January 10th, 2023 I sent this firm $585 because they stated my account was in arrears. They were recently hired by our association (Parkside Estates Association) in ******* and I did not have the address of the new company. We have lived in this home for almost 15 years and I was never late with a maintenance payment. In February they sent a notice that the account was being sent to collections. I called the number for RealManage and the Representative told me that it sometimes takes awhile to be deposited. This was a month after mailing it.After calling the bank a week later they looked up the payment for "Parkside estates" and they gave me a number of ************ that is a firm in *********, **. and spoke to ****** that says the company dumped most of their residential association accounts. I call RealManage again and they tell me to send a copy of the statement from the bank to prove the $585.00 payment to www.ciramail.com. I do that and a week later they state there is no record of the payment even after giving them an ACH transaction number from the bank.On March 13th, 2023 we receive a "notice of intent to record a claim of lien" from ********* Law Group, **** for $1248.79 which includes $425.00 lawyer's fees. On April 5th, we mail a letter to the legal firm and RealManage with a cashier's check from the bank for $960.00 and a personal check for $288.79 and a copy to the legal firm. On May 2nd, 2023 I call RealManage again and I am routed to the collections department which according to **** that answers the phone I should have been sent to long ago. I speak to ******* in Collections that has no record of the payment and states probably in the mail if I sent it two weeks ago. I repeat three times that their office received it on April 10th, 2023 because I have a receipt from certified mail. She suggests I e-mail copies of everything because they have thousands of accounts and finding it "is like finding a needle in a haystack."

  

  Business Response

  Date: 05/24/2023

  We would like to extend our sincere apologies for any inconvenience you *** have experienced during this process. After thoroughly reviewing your account, we have identified that the payment in the amount of $585.00, which was sent on January 10, 2023, has not been posted to your account.

  We appreciate that you provided a screenshot of your bank account, indicating the deduction of the payment. However, in order for us to locate the payment within our system, we kindly request that you provide us with a clear copy of the front and back of the check. This will enable us to conduct a thorough search and address the late fees and any other charges associated with your account.

  Furthermore, we understand that notices were sent out in November, January, and February, notifying you of the balance on your account prior to it being forwarded to the Association attorney. We apologize if there was any miscommunication or confusion in this regard.

  Once we receive the missing check, we will promptly conduct the necessary research and proceed with reviewing the late fees and any other charges that *** have been applied to your account.

  Thank you for your understanding and cooperation. We value your satisfaction as our customer, and we are committed to resolving this matter as swiftly as possible. Please feel free to reach out to us if you have any further questions or concerns.

• 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'm contacting you to try to resolve an issue related to a duplicate payment made in December/2022. Below, I will provide some details for better understanding: - I make payments for the ***************** at University Place condominium through Argus Property Management Inc., where *************** processes my payments.- In December 2022, two debits were made from my account: on 12/01/2022, $289.63 was debited from my ************ account, and the wonderful Argus system sent me a message saying that the debit had been rejected. So, I made a second payment on 12/05/2022 for the same amount.- I soon realized that both debits had gone through and requested a refund for one of the payments that same month. ****, who is responsible for the accounting, told me that I should wait three months for the refund (you may have been copied on the email some time ago).- After three months, when I asked Argus (****), she said that the refund had already been processed by Argus and that they had initiated the refund. However, the money did not enter my ************ account, from which I had made the payment , and I did not receive a check or any other type of credit.- After numerous attempts to resolve the issue with Argus, and at least having the chance to explain, **** told me after almost six months that I should check with the *************** to see what happened with the refund.The ***************ing did not answer me already, but ask me to reach my bank to make a dispute, but after 5 months is not possible anymore. So, I still almost begging for this refund.

  

  Business Response

  Date: 05/23/2023

  Thank you for bringing your concerns to our attention. We have thoroughly reviewed the payment history associated with your account, and we appreciate your patience as we investigated the matter.

  According to our records, the payment for your account was initially received via autopay on November 1, 2022, followed by an electronic payment through *************** on November 7, 2022. However, on November 30, 2022, the charge was refused by ****************, resulting in the payment being returned and incurring a $10 bank fee. Subsequently, on December 1, 2022, another ACH payment from Mr. ***********;went through, and an electronic payment was processed on December 5, 2022. Unfortunately, the charge was once again refused, leading to the payment being returned on December 6, 2022, and incurring an additional $10 bank fee. Taking into consideration the two $10 bank fees incurred, along with a short pay for *** amounting to $2.34, your current balance stands at $22.34.

  We understand that these circumstances may be frustrating, and we apologize for any inconvenience caused.

  Customer Answer

  Date: 05/23/2023

  I am rejecting this response because:   It's incredible how this company acts like they don't understand. Firstly, I didn't mention the month of November 2022, but rather the month of December 2022. Yes, the payment was rejected in their system, but in my account, both payments were processed, and one of them was not refunded to me, as shown in the attached bank statement. Also attached the e-mail I got from them, saying in December my payment was cancelled, that's why I paid again!

  Please Real Manager, take this seriously, I have all the paperwork to *** you guys and the centennial Bank, but I just wanna avoid all this , and please, do not appropriate my money.

  

  Business Response

  Date: 06/05/2023

  It is important to note that as the management company, we can only report on the payments received by the Association, which represents your community. We do not have direct access to information regarding individual transactions or cancellations. Therefore, we kindly suggest addressing this issue with *************** and/or your personal bank, as they would have more detailed records pertaining to your specific payment.

  Based on the information provided to **, it was reported that the Association did not receive the payment in question. Additionally, there was indication that you may have canceled the payment. Please note that our records only reflect the funds received by the community association. To ensure accuracy and clarity, we recommend reviewing your account statement, which should provide a comprehensive overview of all credits (payments) and charges based on the funds received by the Association.

  We apologize for any inconvenience caused, and we appreciate your understanding as we work together to resolve this matter.
  If you have any further questions or require additional assistance, please feel free to reach out to us.

  Customer Answer

  Date: 06/05/2023

  I am rejecting this response because:   I have two debits in my bank account, I do not know where the money it is, I pay the service trough the site your company works with it, so please, reach them and try to figure it out. I unfortunately have business with you, so should provide the answer why I paid twice.

• Initial Complaint

  Date:04/28/2023

  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 pay my association fee through their portal and they request it ACH from my bank monthly. For whatever reason, they didn't request a payment for 2 random months this year. Instead of emailing me, sending me a letter, or even a phone call, they went right to a lawsuit and put me in collections. My bank said that the association didn't request payment, so it never got taken out. I am asking them to prove this to me that they requested a payment from my bank and that my bank declined it. They will not do that, they won't even answer me. Forcing me to pay late fees, lawyer fees etc. This is not a way to do good business. They are trying to steal from the homeowners and drain our reserves for things like this. There was no reason to go to a lawyer. I have not been late or missed any payments EVER with this association for 16 years that I have owned this property. They purposely drain our reserves and it is not right.

  

  Business Response

  Date: 05/08/2023

  Thank you for bringing your concerns regarding your assessment payments to our attention. RealManage is the management company for the Autumn Ridge Townhome Association, and we take all matters related to assessment payments very seriously.

  However, we regret to inform you that since you are currently in collections with the Association's attorney, our communication with you regarding your assessment balance is limited. As per our collections policy, communications are filtered through the attorney when an owner is placed in collections.

  Regarding your inquiry regarding payments rejected by your bank, we do not have any information to provide to you. However, we can advise the Better Business Bureau that it appears your assessment payment was not processed in April 2022, and we have no information as to why the payment was not processed.

  We understand that you have also raised concerns about not being notified of the balance prior to the Association's collections policy being enforced. Please note that beginning with the missed payment in April 2022, statements were mailed to you each month, on or about the 21st of that month, to notify you of the accumulating past due balance. Your assessment account was referred to the attorney in February 2023, after several months of an unpaid balance.

  As the managing agent for the Association, we follow the collections policy outlined by the Association ***** of ********* to refer any unit owner who fails to pay any past due balance for a period of time to the attorney. We are prohibited from performing any other type of collections activities and rely upon unit owners responding to the statements sent by first-class mail.

  To resolve your current concern, we suggest that you coordinate with the Association's attorney to pay your past due balance. Please let ** know if there is anything else we can do to assist you with this matter.

• Initial Complaint

  Date:04/24/2023

  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.

  I received a notice that I had not paid my HOA fees and the fees due were sent to collections, however, the HOA company never sent us a paper or digital document saying fees were owed.
  
  I believe I should have received a notice that I owed money and would have paid promptly. In addition, there were two charges for $75 on my bill that don’t specify the nature of the CG we’ve but just have a vague statement about an evaluation.
  
  I tried to pay online but am locked out of the account for late payment (see attached). I finally connected with the lawyer for the company responsible for collections and was told that the company did send notices to the WRONG address and was supposed to resend to us.
  
  I have tried to pay the collections lawyer but they said they aren’t currently connecting and I need to pay the HOA management company.
  
  I have called the HOA management company 5 times and received different answers from everyone. I was finally connected to a member of the Austin office who’s responsive are vague and matter-of-fact with no indication they hope to help me resolve my situation,
  
  I have no problem paying my HOA fees but have a list of problems listed below.
  
  1. They will not tell me what they added fees are:
  2. When I asked for an outline of my money goes to, they say “when you buy a home they tell you”.
  3. Their website doesn’t outline what they do for my neighborhood.
  4. At $35/month with over 200 houses built they’re making a minimum of $7k a month. Someone should be able to help me pay my bill for in impacts credit.
  
  My biggest concern is paying my debt before this negatively impacts my family’s finances and credit score. If their lawyers say I need to contact them but they refuse to let me give them my money, how am I supposed to resolve the issue?
  
  Their business model could negatively impact the future of many people and it just is not right.

  

  Business Response

  Date: 05/08/2023

  Thank you for bringing your concerns to our attention. We have thoroughly reviewed our records and found several email communications between you and the community association manager back in April, prior to your closing in May 2022. As a courtesy, late fees were waived and we can confirm that the account was paid in full on April 24, 2023, after those fees were removed. Therefore, there is currently no outstanding balance.

  We want to take this opportunity to clarify that the assessments are not paid to RealManage, but rather to your community association, ******** Residential, and held in a separate account controlled by your community. RealManage is hired to collect those fees on the community's behalf, as well as provide other management services. The governing documents of the community, including the current annual budget and financial reports, provide detailed information on how the association is spending the assessments collected. These documents are available online for your reference.

  We also want to address the $75 fees you mentioned, which were comprised of several $25 late fees and fines related to deed restriction violations. Each of these fees was accompanied by a notice, which was sent to you prior to the fines being added to your account. Copies of these notices are available on the resident portal for your convenience.
  If you have any further questions or concerns, please do not hesitate to reach out to us. We appreciate your involvement in our community and are always here to help.

  Customer Answer

  Date: 05/08/2023

  I have reviewed the business’ response and accept this
  resolution. However, I disagree that you provided appropriate communication. I never opted for “email only” and step bc my encourage you to send paper communication to your community members until they are clearly using their online portal. There is a reason people dislike HOAs and the biggest is communication.
  

   

• Initial Complaint

  Date:04/19/2023

  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.

  On 2/4 we noticed water dripping from the ceiling in the unit. We attempted to contact someone at ********* that day and reached the answering service at which point we were told someone would be contacting me since an active water leak is considered an emergency. No one ever called so I called again the next day on 2/5 and was told once again someone would call no one ever did. I then called and left numerous messages (Including ******* *******) on Monday 2/6 but was still unable to speak with anyone who could articulate what was being done to stop the water from leaking through the ceiling. Finally, a plumber reached out to let me know they were on the way. This was two full days after I notified ********* of the issue that water was allowed to leak into the unit which is completely unacceptable. The plumber called me afterwards to inform me that the leak was coming from a pipe inside the wall from the unit above but that he had fixed it. I then proceeded to reach out to ******* ******* to find out when repairs would be made and any restoration to prevent the growth of mold in the wall. I have yet to receive a call back. A restoration company finally came out last week on 4/4 and ripped a hole in the ceiling. He confirmed that the area was still wet and mold had began forming due to the lack of action from *********. He also said that the water that ran down into the carpet had most likely began creating mold but he would need to pull it up to confirm. I called the restoration company this morning to find out an update on next steps and they said they are waiting on ********* but that they had submitted the information. It is now 4/12 and nothing has been done and we are over 2 months since the initial leak occurred.Repairs need to be completed ASAP and all areas (including carpet) need to be inspected for Mold and replaced if necessary. Otherwise, the health risks associated with mold exposure is negligence on the part of *********.

  

  Business Response

  Date: 05/04/2023

  On February 4th, our emergency after-hours service contacted. Unfortunately, a plumber was not dispatched due to a lack of necessary information. Specifically, our team required contact information for units above the affected unit, which was not provided or readily available at the time of the call.

  Fortunately, on February 6th, the ********************** submitted a work order to address the issue. In order to dispatch the appropriate personnel and accurately identify the source of the leak, the contact information for the unit above was obtained by the **** This information was shared via email, and it was determined that the leak was originating from behind the water heater. However, the information was disputed.

  At the Board meeting on March 15th, the Board voted to move forward with the necessary repairs to the unit and pursue potential billing if the attorney determines this to be a neighbor-to-neighbor matter. We understand that this situation has been challenging, and we appreciate your patience throughout the process.

  We are pleased to report that After Disaster is currently working on mitigation and rebuild efforts. The Board has approved the rebuild estimate and it has been sent to After Disaster for further action. We remain committed to resolving this issue as efficiently and effectively as possible.

  Customer Answer

  Date: 05/04/2023

  I am rejecting this response because:  There was never any attempt to gather the necessary information when the active water leak was first reported as stated in the response.  As a matter of fact, I left a ****** review when this entire issue began and the response to that review from ********* was they did not show up because it was not considered an emergency. Interesting how the story has changed.

  I can confirm that the a plumber did ultimately show up a few days after and stop the water leak.  The repair company, After Disaster, has not informed me of any confirmation to begin the repair work on the unit at this point in time.  I will update this this complaint as resolved once the damages have been repaired.  

  

  Business Response

  Date: 05/10/2023

  Following the completion of mitigation by After Disaster, the *** Board granted approval for interior repairs on May 3rd, 2023. After Disaster has assumed responsibility for managing the repairs and will coordinate directly with the owner for scheduling purposes. Currently, no further details are available at this time.