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 Georgia

  3555 Koker Blvd, Suite 130 Duluth, GA 30096

  
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  RealManage Myrtle Beach

  1805 N Oak St Myrtle Beach, SC 29577

  
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  RealManage Palm Beach Gardens

  11784 W Sample Rd Coral Springs, FL 33065

  
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  RealManage Palm Beach Gardens

  11784 W Sample Rd Coral Springs, FL 33065

  

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:04/17/2023

  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.

  Since Real Management took over our properties management responsibilities it has gone downhill. There is no communication with the homeowners and the constant excuses of not finding contractors to maintain our property has worn thin. We are currently interviewing other Condominium Management companies. Because of a lawsuit involving the former Management Company they are denying ** access to our own private information which will in fact end up with them being sued. Real Management is not qualified to manage properties. Weve had 3 managers in just over a year and the current one *********************** was promoted to be our manager with zero experience! We are done!

  

  Business Response

  Date: 04/21/2023

  We are unable to respond to this or resolve this issue on our end. It is a legal matter and we can only communicate through lawyers. Thank you!

  

  Business Response

  Date: 04/24/2023

  We are unable to respond to this or resolve this issue on our end. It is a legal matter and we can only communicate through lawyers. Thank you!

  

  Business Response

  Date: 05/02/2023

  Please remove this complaint as this is a legal matter and should be dealt with by lawyers. We are unable to respond to this through BBB. Thank you!

• Initial Complaint

  Date:04/10/2023

  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.

  ********* AM has conducted malfeasance & breached the agreement with Traditions in ********* ***. Contrary to the agreement, HAM conducted violation inspections 2021 & 2022 in excess & wrongfully charged the *** for administrative fees & postage/supplies. In 2022 alone, this resulted a budget increase of over 101% for said invalid charges. As of Sep 9, 2020, an agreement addendum curtailing inspections to a quarterly basis were arranged. When the current board was elected & questioned financials of 2022 noting significant increases, the CAM/CAS were unable to explain these charges in Dec 2022 & January 2023. The ********* (now ** of Ops) were ignorant to our ***s governing documents, lacking fiduciary interest for our community. Current board discovered these wrongful charges/excess inspections.HAM has a proven track record of administrative & financial mistakes that negatively impacted this community but benefited ********* (ie mishandling assessment pay dates & now HAM is reaping the late fees of our residents). Conversations with HAM have been unfavorable & HAM continuously demonstrates incompetent practices & lacks integrous customer service. The *** has lost trust in the partnership & seeks to dissolve the agreement early (60 day notice) without penalty. *** failed to admit fault for its many mistakes & lack of fiduciary interest & merely offers to let the agreement expire in Sep 2023 or will accept early termination with penalty. HAM deflects a non-performance resolution as *** takes no ownership in these grave mistakes. A 3/30 convo with the ** of Ops resulted in no mutually agreeable solution as she accepts no fiduciary fault in her or her staffs actions. In light of the grave mishandling of our *** funds for so many years, it is risible that ********* insists on a penalty of 3 months admin fees (~$1.6k). The *** requests early termination without penalty & credit of *** funds for the wrongful charges pertaining to the excess inspections in 2021 & 2022.

  

  Business Response

  Date: 04/24/2023

  ********* Managers, D-CAMs, and VP of Operations have had the opportunity to engage in multiple conversations and meetings with the ***** of ********** We understand that the ***** of ********* were voted onto the board at the December 2022 meeting and had concerns regarding the previous board's management style. We acknowledge that the *****, prior to meeting with *********, determined to move to another management company. Unfortunately, the ********* contract does require a termination penalty should an Association terminate outside the notice and renewal timeframe.
  

  With respect to the compliance inspections, we would like to inform you that the previous CAM did inspect the property 7 times in the contract term year of 2021-2022 and 3 times for the contract term year of 2022-2023. This is actually 2 additional inspections than the contract addendum called for. As with any management company, ********* takes direction directly from the *****, and the previous CAM and previous ***** did inspect the property together. It is noteworthy that the previous board wanted more inspections to occur and even had our office draft a contract addendum to increase the number of inspections to 12 times per contract year. This addendum was presented to the previous board who left it up to the new board to determine if they wished to implement it.

  Regarding the statements, the first set of statements mailed out in December did contain an error. We promptly corrected this and sent out a new set of statements with an apology letter to the membership, at no cost to the association.
  

  As per our contract, we would like to remind the ***** that actionable items are needed to begin the process for termination for non-performance, and there is a termination penalty should they wish to terminate the contract early. Please do not hesitate to reach out if you have any questions or require additional information regarding this matter. We value our relationship with the ***** and the Association and strive to provide the best service possible.

  Customer Answer

  Date: 04/25/2023

  I am rejecting this response because:   The addendum of 09/2020 notes quarterly (4) inspections. In 2021,HAM performed 9 inspections and in 2022 a total of 18 inspections (almost bi-weekly). Unless you have an updated signed addendum by the *** Board authorizing ********* to perform and charge these additional inspections, you have conducted a breach of contract and we expect to be compensated for these wrongful charges and our termination sans penalty is valid. Our board has been in touch with the previous directors who cannot confirm authorizing such actions, nor conducting these inspections with HAM, nor that there is a contract authorizing these additional inspections. During our *** meeting in Dec 2022, we and the residents specifically questioned this budget expense in excess of 101% to which neither the former board nor the *** at the time had an explanation. We stand that your operation acted in malfeasance and is trying to deflect its actions while being unwilling to correct these grave mistakes or restitute the financial loss our community has endured. We expect to have our finances restored because of the wrongful services performed by you while dissolving our agreement without penalty charge as you conducted a breach of contract.

  Customer Answer

  Date: 04/25/2023

  add'l excess inspections (Jan - Apr 2022)

  

  Business Response

  Date: 05/04/2023

  Hello,

  
  Our market leaders responsible for researching the issues and responding to consumers were at a leadership conference last week. Can we please get more time to respond to this? They are working on formulating a response.
  
  Thank You,
  **************

  

  Business Response

  Date: 05/08/2023

  Thank you for bringing your concerns to our attention. Upon review of our records, we have found that the number of inspections performed by our company in **************************************** your complaint. We completed a total of 7 inspections for the contract term year of 2021 - 2022, and 3 inspections for the contract term year of 2022 - 2023. This is a total of 10 inspections, which is 2 additional inspections than the contract addendum called for.

  We understand your concern about the additional inspections and whether they were authorized by the *** Board. Please be assured that our company did not breach the contract and we did not conduct any additional inspections once the new board was elected.

  As for your request to terminate the agreement without penalty charge, please note that an early termination penalty will be charged since the association is terminating the contract early.

  We appreciate your business and hope to address any further concerns you may have.

  Customer Answer

  Date: 05/08/2023

  I am rejecting this response because:  Your statement is false as the evidence is attached and you are still denying your unprofessional business practices which exploited our funds in 2021 and 2022. In the year 2022 alone, HAM conducted excess inspections as follows:
  1/13, 2/12, 3/15, 3/31, 4/6, 4/11, 4/25, 5/18, 6/9, 6/23,7/15, 8/19, 9/14, 9/27, 10/19, 10/31, 11/16, 11/30.
  These inspections are documented in the board portal and the charges for said inspections are reflected in the severe overage for this budget item for 2022 which you billed our HOA but also failed to address herein.Explain the severe overage of >101% for this budget item if you only performed 2 additional inspections, which is factually incorrect based on the evidence of inspection documentation and the resulting charges. Per the agreement, quarterly inspections result in a 3 month cadence, beginning from Sep 2021. Evidence clearly refutes your statement and highlights excess inspections that HAM performed and charged our HOA. Unless you can show proof that you were authorized to perform and bill these excess inspections, you have breached our agreement and exploited our HOA funds. The board stands that ********* conducted malfeasance by breaching the agreement and exploiting our HOA funds. With the evidence at hand, we seek the restitution of our funds for these excess inspections and early termination sans penalty.  

  

  Business Response

  Date: 05/26/2023

  Please find attached the management reports that were previously shared with the former board regarding the inspections conducted. The purpose of these reports was to inform the Board that we, as a team, were diligently carrying out two inspections per month. In addition, we provided them with a comprehensive compliance report detailing each violation that was identified and addressed.
  As evidenced in the attached documents, our previous Manager, ******, communicated to the board that these inspections were consistently being conducted on a bi-monthly basis. Moreover, we have included an email from June 2022 regarding a meeting scheduled by the board to discuss violations. Although we cannot provide specific details about the outcome of that meeting, as ****** unfortunately passed away on October 17th, 2023, we can confirm that the additional inspections continued and their records were duly reported to the board each month up until September.
  It is important to note that the monthly inspections were never ceased by the previous board. Consequently, we are unable to offer any form of reimbursement to the association due to the continuous nature of these inspections. Furthermore, we would like to clarify that the *** was not billed for the additional inspections themselves, which would have amounted to $105 per hour. Rather, they were only charged for the letters that were generated as a result of the violations discovered during these inspections.
  While it is regrettable that the new board has raised concerns regarding this matter, it is crucial to acknowledge that the previous board, which was in place at the time, was aware of and did not object to the monthly inspections.
  In addition to the information provided, we have also attached a selection of management reports that clearly indicate the frequency of completed inspections. Should you require any further documentation or clarification, please do not hesitate to reach out.

  Customer Answer

  Date: 05/28/2023

  I am rejecting this response because: The email you referenced is missing. The 3 reports (June, July, August) do not exculpate your grossly negligent handling of the ***s funds, nor serve as proof that you were authorized by the Board to conduct additional inspections outside the agreed upon contract. Unless you have an updated addendum signed by the former Board authorizing you to conduct these excess inspections from a quarterly to a biweekly cadence and billing the *** for the violation letters which alone resulted in an overage of >101% in our budget, you have unauthorizedly acted outside of the terms of agreement and consequently breached contract. I have consulted with the former Board and I in fact have written proof that the former Board questioned why ********* conducted these excess inspections, as well as who authorized them and expressed concerns that this would not be tolerated by the allocated budget. The **************** responded that she had no idea why ********* increased the inspections, which again proves the incompetence of ********* personnel assigned to handle our community. Despite several concerns raised by the Board and residents in advance, the *** was unable to answer this budget discrepancy at the *** meeting. Neither was the CAS/VP of Ops during several calls with the current Board, nor was she abreast of the quarterly inspection addendum until we informed her of the legal structure. ********* has demonstrated operational ineptness, grossly negligent handling and exploitation of our *** funds without legal authority. The most recent example of severe negligent handling resulted in the current *** granting & releasing payment twice for a terminated vendor for $800 each. Furthermore, the comparison of invoices in Strongroom and the documented violations in the board portal also note an amount discrepancy in which number of billed violations is higher than violation numbers presented in the board portal. *********** deflection and unwillingness to resolve this issue in a mutually agreeable manner despite ample evidence of misappropriating our funds is beyond disgraceful and underlines *********** lack of integrity as a professional business. ********* repetitively violated their fiduciary responsibility and acted grossly negligent with our funds and breached contract. The Board stands that ********* conducted malfeasance by breaching the agreement and exploited our *** funds. With the evidence at hand, we seek the restitution of our funds for the excess inspection billing and early termination sans penalty. 

• Initial Complaint

  Date:04/10/2023

  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.

  A few months ago Amy ***** on behalf of the Kentlake HOA sent an email to myself and others asserting rules and regulations that are not part of our HOA bylaws. When I contacted Realmanage I was falsely told by several employees that the rules they were asserting were in fact in the HOA’s bylaws. This included limitations on how many vehicles we can store in our garage and that street parking was for temporary guests only. When I spoke with Amy ***** about my concerns and asked where in the HOA bylaws these rules existed Amy ***** sent me the full governing documents and referred a section that makes no reference to the rules they are asserting exist. I continued to follow up with Realmanage but have yet to get any help. Amy ***** did tell me that she would refer my questions to the HOA board and get back to me but several months have passed and I have not heard back. Unfortunately Realmanage now appears based on my perception to be retaliating against me by sending me a violation stating that among other things the pillars on my front porch need paint. The pillars were painted last year and the paint is still in good condition (please see attached photos). I find this to be abuse of power on behalf of both Realmanage and the Kentlake HOA.

  

  Business Response

  Date: 04/19/2023

  We wanted to take a moment to explain a few recent situations that occurred. On January 12, 2023, the community manager sent out a community email blast with an updated copy of the parking rules and outlined the bullet points around parking and violations, towing per the boards direction and draft language. After receiving the email, there were a few questions and concerns, which the community manager addressed promptly and professionally.
  In a separate incident on April 7th, the community manager mistakenly sent out a warning letter intended for a neighbor regarding painting trim and porch pillars. Once they realized their mistake, they  immediately apologized and closed out the warning.
  We want to assure you that our company, RealManage, stands by our core values of professionalism, kindness, and ethical behavior. We do not condone targeting or mistreatment of any individual in our communities. We always strive to provide the highest level of service to all of our clients and residents.
  Thank you for your understanding and continued support.

  Customer Answer

  Date: 04/19/2023

  I am rejecting this response because:   The rules the email quoted regarding parking are not actual rules in the HOA bylaws.  I have asked for a copy of these laws that Realmanage has claimed several times exist and have never received a copy or any information of the laws they are saying exist.  Again, I have a copy of the HOA bylaws and am not able to find any of the laws that Realmanage has stated existed and that I am disputing.  I was told I would receive additional information but have yet to.  It’s been several months.

  

  Business Response

  Date: 05/04/2023

  Hello,

  Our market leaders responsible for researching the issues and responding to consumers were at a leadership conference last week. Can we please get more time to respond to this? They are working on formulating a response.
  
  Thank You,
  Kia *****

  

  Business Response

  Date: 05/16/2023

  As per the initial mass email, which was sent to the community on behalf of the board, We were provided with a copy of the CCR and Rules & Regulations as attachments. As a liaison between the board and the community, all responses were directed to the board for review and response. After several communications, the board requested that we extend an invitation to you to attend a board meeting. We facilitated this request by providing you with the date and call-in details for the board meeting; however, unfortunately, you did not attend.
  

  Please be advised that all mass emails disseminated to the community are drafted and sent by us on behalf of the board. At this time, we do not have any additional information to provide unless you are willing to meet with the board or the board is willing to oblige its initial request for a meeting.

  Customer Answer

  Date: 05/16/2023

  I am rejecting this response because:   I should not have to attend a board meeting to receive information regarding rules the HOA and Realmanage have told me exist but from my review are completely absent in the HOA bylaws.  Realmanage is shifting blame to the HOA for mistakes and lies that they also participated in.  I am a single father and do not have the ability to attend the HOA meetings.  I previously advised Realmanage of this.  Realmanage should be able to direct me to the rules they are citing or should admit they do not exist.

   

   

• Initial Complaint

  Date:04/04/2023

  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.

  In the process of selling my Condo. *****'s ****** has asked for the 2022 & 2023 Budget to approve the funding of the purchase. The "Approved" 2023 Budget has a Typo on the sub-heading column on 2023 showing as "partial". The lender wants that corrected as it implies tge Budget is not final. The Condo Association keeps sending the Budget that has the typo and it has been 3+ weeks since I first requested a correction.

  

  Business Response

  Date: 04/05/2023

  Dear ****************,
  
  I hope this message finds you well. I wanted to kindly inform you that the matter you raised has been addressed and a revised budget was sent to you on March 30th. While the title under the 2023 column indicated "partial," there were no issues with the budget line items. We simply adjusted the title and sent it back to you.
  If there are any further concerns or questions, please don't hesitate to let us know. We are happy to assist in any way we can.
  Thank you for your understanding and cooperation in this matter.
  
  Best regards,
  
  ***********************, LCAM, CMCA
  Senior ******************* ** Division 

  
  

  Customer Answer

  Date: 04/06/2023

  The primary issue was the business was not responding in a timely manner when a potential buyer's Lender requested a corrected document of a yearly budget that was approved in January.  The business did finally make a correction but only after telling me that the issue was being escalated for 3+ weeks and also not correcting the document [2023 budget] ************ but sending me the exact same incorrect document back to me.  Indicating they did not look at my request but just forwarded the same document and then treated my request for correction as a nuisance.  This put my sale to a buyer in jeopardy which they also did not address or based on their reaction consider a valid use of their time to address.  So given their response & a lack of urgency to their client [me] it seems to me they failed to be a "Better Business".  Not to mention a lack of admitting culpability in regard to delaying my sales process and potential loss.  I never received a call from customer Serive, an escalation supervisor or the Senior person who sent you a response.  Clearly they are concerned about your view of them rather than their treatment of someone who contributes to their bottom line.  I really do not expect much from them based on the factors I mentioned in this response.  As to whether I am satisfied to their response?  I am not & they could have lost the sale ( still waiting on the Buyer's Lender ).

  Customer Answer

  Date: 04/06/2023

  I am rejecting this response because:   stated in previous response.  Urgency, timeliness and attention to detail.  The business responded to the BBB in a matter if days but to me over 3+ weeks.

  

  Business Response

  Date: 04/13/2023

  From: ************** [mailto:************************************] 
  Sent: Thursday, April 13, 2023 9:06 AM
  To: ********************* <******************************************>
  Cc: ***************************** <**********************************************>; *************************** <******************************************************>
  Subject: Complaint #********
  
  Hi ******,
  
  There doesn't seem to be anything we can do at this point to resolve this issue. What can I do to resolve this in BBB? I'd really appreciate your help on this matter. 
  
  We received a complaint because there was a mistake on a document that needed to be corrected and sent back to the customer, but there was some delay. The customer is rejecting our response because the delay already happened, which they say, "could have" lost them a sale. They haven't lost it yet and are still "waiting to hear back." Their initial complaint was about not receiving the documents which we sent. They don't specify what they need or how we can help them at this point.
  
  
  Best Regards,
  Kia Zaman  |  ********************** Specialist
  
  REALMANAGE FAMILY OF BRANDS
  ***********************************************************************************
  ************************ |  RealManage | GrandManors | ***********
  

  
  

• Initial Complaint

  Date:04/03/2023

  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.

  This company is saying they do NOT need to send out a bill for home owner's association due, which is counter to the law!Then not paying the changed amount (which was the same for over 10 years) of a shortfall of $20 they charged me $50.40 in fines and fee.

  

  Business Response

  Date: 04/17/2023

  Thank you for bringing your concerns to our attention. We apologize for any confusion or frustration you may have experienced. The budget was ratified on October 25th, and no further notice was required. While we understand that the statement/coupons are a courtesy, we still made the effort to email them to owners.
  Regarding the late fee and finance charge, we appreciate the opportunity to address this matter. On March 22, 2023, we waived one late fee and one finance charge as a one-time courtesy. However, after careful consideration, the Board decided during its March 28th meeting that the remaining late fee and finance charge ($25.20) should not be waived.
  We value our relationship, and appreciate your understanding of the Board's decisions. If you have any further questions or concerns, please do not hesitate to reach out to us.

  Customer Answer

  Date: 04/18/2023

  I am rejecting this response because:  What they are doing is completely illegal!

  First issue at hand is their claim they do not need to send me a bill for my ***************. This is what the Director Community Association Management, *********************, wrote me:  
  "Statements are a courtesy, not a requirement."
  
  Second issue goes directly against WA Revised Code of Washington Section 64.38.020 (11), "... levy reasonable fines.
  The shortfall of $20 the *** charged me $50.40. By no means is $20 not paid, never having been notified, equate to a $50.40 fine reasonable!
  
  Third I request the board vote as per law letting me know but after 6 attempts to get info of them choosing to completely ignore my request and saying I had to pay the fine of $50.40 writing.
  

  

  Business Response

  Date: 05/16/2023

  We would like to confirm that as a courtesy, a late fee and finance charge were waived, leaving a balance of only $25.20, instead of the original amount of $50.40. Furthermore, in October 2022, a notice of the increase was sent via **** to all owners, providing them with ample time to review and adjust accordingly.

  It is important to note that in March 2023, the ***** of ********* already reviewed and denied the request related to this matter. However, we understand that the owner may have further concerns and wish to discuss this matter further. Should this be the case, the owner may request a hearing with the ***** of *********, and we will make the necessary arrangements.

• Initial Complaint

  Date:04/03/2023

  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 is my hoa company for my townhomes. I have so many complaints about them. They are next to impossible to get a hold of, they promise call backs or responses to emails within 3 days but never deliver. They say they want out voices to be heard but then give us a bogus zoom link where no homeowners can join the monthly meetings to voice their complaints or vote for changes that affect them. They have 100k designated for water/wastewater in their financials, which is paid by out monthly ***************, but then bill each homeowner for their water usage which is essentially making us pay it twice. They also use a third party ****** for the water making it impossible to make payment arrangements on, or get help with our water bills. They are a ** based company and we are here in ** so they have no idea what is going on at the actual complex, but they hire spies that live here to walk around and take pictures and try to find violations for them. This company is a joke and we dont have any other choice but to work with them.

  

  Business Response

  Date: 04/17/2023

  The market leaders are still working to resolve this. I don't have an update yet but I am expecting one this week. Thank You!

  

  Business Response

  Date: 04/18/2023

  Thank you for taking the time to provide feedback to RealManage. Upon reviewing your email communication, we have identified that your emails were forwarded to the Board for their feedback. Please accept our sincere apologies for the lack of response upon receipt of your emails.
  We would like to reiterate that RealManage is the management company for your Association. The third party water billing procedures were already in place when RealManage was selected, and it was not our action or recommendation to implement them.
  While our headquarters are located in *****, **, we do have a local office in ****** and are present on the premises of your community several times a month. We are committed to serving your community and ensuring that all needs are addressed promptly and efficiently.
  Please note that our contract with the community includes conducting inspections and citing homeowners who are not in compliance with the community's governing documents. We also welcome homeowners to report any concerns they may have, and after confirming these items, we will communicate with the specific owner regarding any violations.
  Thank you for bringing these matters to our attention, and we remain committed to providing excellent service to your community.

  Customer Answer

  Date: 04/18/2023

  I am rejecting this response because:  this did not address 1: that the link to their zoom meetings is bonus and nobody can join and 2: why are we asked to pay a water bill that is part of our financials that our dues pay. I was also told this by the hoa president: All units are assessed for water services and are notified of the costs through a monthly statement from YES Energy Management, the Associations third party vendor. If someone you know is not receiving a statement from YES Energy Management for water, they are not paying their water assessment. Sometimes it happens the Board is not made aware that a new owner has moved into a unit and a water account is not set up for them in their name. (Yes, I know that sounds ridiculous but is a complex conversation that I will only have in person and not through email.) This is probably the case with your neighbor. If you let us know the address of the unit in question, we will not bring up your name or your conversation with the neighbor. We will contact them to set up a water account and make sure they understand water is not included in their dues. And if you overhear of anyone else that believes their *************** includes water, please let us know. 
  this is copied and pasted directly from an email correspondence and it is not an acceptable response which I told her, and she ceased all communication with me. 

  

  Business Response

  Date: 04/24/2023

  We have assured that the issue with the zoom link has been resolved, and the appropriate information regarding attending the meeting via Zoom or GoToMeeting will be provided to all concerned parties. Additionally, I would like to clarify that the budget includes a line item for water expense, as well as a line item for income received from homeowners in the other income category. The cost incurred for ************* the expense borne by the Association since there is only one main water meter for the community. If you require further clarification or have any questions, please do not hesitate to ask. It is our priority to ensure that all parties are well-informed and satisfied with the management of the Association.

• Initial Complaint

  Date:04/03/2023

  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.

  Last year (May 2022) you sent me a letter stating it was my second notice, but I never received a first. When I checked my account I saw a notice from August 2021, a notice you never mailed. My neighbor with the same violation received a letter in May 2022 stating it was her 1st violation notice. Oh yeah, we painted our shutters at the same time. I responded in writing, asking about the next steps, and for the correct color. NOTHING! I received a letter dated June 3, 2022, for a hearing scheduled for June 22, 2022. The day before the hearing I received an email that the time on the letter was incorrect. I responded immediately that I could not attend and sent my response. From June 2022 until February 2023, I did not hear back from you all until my neighbor received a notice for a hearing. I then received your decision on my hearing. Her hearing was scheduled for 2/14/2023, she received a compliance hearing results letter dated 2/27/2023 stating no fines and she had until March 31, 2023 to correct the color. After her hearing, she received the color to paint the shutters. I received a fine and was never given the color. This was taken from the website:Violation Process Violation letters are sent by the management company on behalf of the Board in accordance with the approved violation policy. Notices typically provide the homeowner ********************* remedy the violation.If the required number of notices have been sent to the homeowner, and the violation has not been addressed or remedied, a hearing notice is sent. The hearing is held before the Board, a hearing panel, or the architectural committee, and provides the homeowner with an opportunity to express his/her viewpoint on the violation.After the hearing, a letter will be sent to the homeowner with the hearing results and the decision of the Board, hearing panel, or committee that presided. If the violation is not overturned, the letter will provide a deadline of when the violation must be corrected.

  

  Business Response

  Date: 03/31/2023

  The homeowner was sent the first violation notice on 8/16/2021, the second notice on 5/4/2022, and the hearing notice on 6/3/2022 with a hearing date of 6/22/22 at 8pm. The time on the letter was incorrect and the homeowner was advised of the correct time of 5:30pm. The homeowner responded claiming she did not receive the prior notices but acknowledged receiving the hearing notice and notification of the corrected hearing time. She advised she was unable to attend the hearing.
  The homeowner was in communication with our staff regarding the shutters and denied that they were changed. The owner purchased the home in 2009. Based on the photo from Polaris taken 5/30/2014, the shutters were another color. There is not a record of an ARC request to change the shutter color, which is required by the *** that the homeowner submit.
  
  The homeowner was advised that she was in violation and had well over a year to correct the violation. Fines were not assessed until 2/14/2023. The homeowner painted the shutters between 1/31/2023 and 3/6/2023 based on the photos taken of the property, however ********* Association Management did not receive notification of the violation correction, which is required by the homeowner. Thank you.

  

  Business Response

  Date: 04/05/2023

  From: ************************* [mailto:******************************]
  Sent: Wednesday, April 5, 2023 10:48 AM
  To: ********************* <******************************************>
  Subject: FW: You have a New Message from BBB serving North Central *****, Consumer Complaint #********

  Hi ******,

  This complaint is not filed against *******. Thanks!

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

  Online Reputation Specialist

  *******  Delivering unsurpassed management and lifestyle services to communities worldwide.

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

  From: *************************** <****************************************>

  Sent: Wednesday, April 5, 2023 10:45 AM
  To: ************************* <************************>
  Cc: ********************************* <***************************************************************;; ************************* <*************************>; W. Press ******** <************************************************>
  Subject: Re: You have a New Message from BBB serving North Central *****, Consumer Complaint #********

  *******,
  

  This is not our community.  The homeowner and address are not in C3 and we have never managed a "****************".  The attachment mentions a portal and ********* Properties.  

  Thank you,

  Ed

  Customer Answer

  Date: 04/05/2023

  Hello, 

  It seems like this is being bounce back and forth. 

  The name of the company is:

  ********* Association Management
  3030 *************
  ********* ** 28211

  Let me know if you have any questions. 

   

   

  

  Business Response

  Date: 04/06/2023

  Hello,
  

  We cannot find this person in our system. Please notify the customer and remove this from our page. 
  
  Thank You,
  **************

  

  Business Response

  Date: 04/17/2023

  We apologize for any inconvenience this may have caused. In order to facilitate the process, we kindly advise you to complete the required Fee Waiver Request Form and return it to our office at your earliest convenience.
  Upon receipt of your completed form, we will present it to the board for consideration. We understand that this is an important matter for you and we will do our best to handle it with the utmost care and attention.
  Thank you for your cooperation and understanding.

  Customer Answer

  Date: 04/17/2023

  I am rejecting this response because The information provided by ********* is incorrect and does not explain why I am treated differently than my neighbor for the same violation, done at the same time, by the same person using the same color. ********* stated I had over a year to correct the violation. The first letter I received from ********* was dated 5/4/2022, when I checked the *** portal I saw a notice dated 8/13/2021. I immediately reached out (5/11/2022) and I advised this was my first notice, I asked what was the violation because the letter did not state it. I followed up with several emails and on 6/17/2022 I received a response that it was my shutters, by this time I had received a letter for a hearing on 6/22/2022. The day before the hearing I received an email that the time on the letter was incorrect. Again I immediately contacted ********* that was unable to attend the new time because of the last-minute notice. I provided my statement regarding the violation. Note the notice that was attached to my on the *** dated 8/13/2021 and the letter I received in the mail dated 5/4/2022 did not state what was the violation, I received that information on 6/17/2022, so I am not sure how I had over a year to correct an issue when the first notification was dated 5/4/2022 and I received what the violation was on 6/17/2022. After this experience I checked the *** portal daily, I was on vacation and received a message from my neighbor asking if I heard from the *** I checked the portal and the was no communication or charges on my file. I returned from vacation on 2/26/2023 and had 4 letters dated 2/14/2023, the compliance hearing results. My hearing was on 6/22/2022. My neighbor also received a letter in May stating it was her 1st violation notice, a letter dated 2/14/2023 for a hearing, the hearing was scheduled for 2/22/2023, received compliance hearing results on March 3, 2023, and the letter was dated 2/27/2023 ("Thanks for attending the meeting and to fix paint color with the color number provided by March 31) And she was NOT fined. How can two people have the same violation at the same time and received different results? I received a bill on 3/22/2023 that was dated 3/16/2023, I reached out to ********* on 3/23/2023, with no response, I reached out again on 3/31/2023 with no response, and I received this response on 4/3/2023 @ 5:23 pm EST "Good afternoon,
  Upon checking your account, your balance is $122.00 since the quarterly assessment for April 2023 has been posted last 4/1/23. Your account is not on pre-lien. Please disregard the letter you received. Thank you," I responded back on 4/3/203 at 6:53 pm that I was showing the charges were still on my account. I did not know I had a separate account with ********* until I received the bill and it provided an account number and password. The bill is showing backdated charges from 2/14/2023, 2/23/2023, and 3/2/2023 with a bill statement date of 3/16/2023 and a due date of 3/31/2023 and I received the bill on 3/22/2023. I reached out to ********* via email on 3/23/2023 and they responded to my email on 4/3/2023 stating the only time showing on my account is my ***************. i followed up with other emails and also a phone call on 4/7/2023 and spoke to **** who also told me I did not have any fines on my account, he stated my *************** payment was posted and to disregard any emails. Employees at ********* are telling me I do not have any fines, obviously, they are looking at the *** portal where I constantly checked and the fines are not there. ********* you do not want to take ownership of your error. You placed a fine on your (*********) portal but not on the *** portal. I did not have access and was not aware of that portal until you sent me the login and password. This whole thing is unethical and I know I am being targeted. 
  

  Customer Answer

  Date: 04/17/2023

  We apologize for any inconvenience this may have caused. In order to facilitate the process, we kindly advise you to complete the required Fee Waiver Request Form and return it to our office at your earliest convenience.
  Upon receipt of your completed form, we will present it to the board for consideration. We understand that this is an important matter for you and we will do our best to handle it with the utmost care and attention.
  Thank you for your cooperation and understanding.

  I notice this response from the business, however I am unaware of such of form. I did not find a form on the ********* Association Management site or the RealManage site. 

   

  

  Business Response

  Date: 04/19/2023

  Please accept our sincere apologies for the inconvenience caused by not providing you with the required form.
  To rectify this, we have attached a copy of the form to this email. If you have any further questions or concerns, please don't hesitate to contact us. We value your feedback and strive to provide the best possible service to all of our customers.
  Thank you for your understanding and patience.

  Customer Answer

  Date: 04/19/2023

  I am rejecting this response because: the issue has not been resolved. I completed the form and emailed to *********, tomorrow I will also mail to them. 

  Customer Answer

  Date: 04/21/2023

  On April 17th, I received a response to complete a fee waiver form, the form was not attached. On April 19th I received the fee waiver form which I completed and returned immediately on 4/19/2023 @ 5:05 pm EST. I just received another bill from ********* dated 4/17/2023 stating I am delinquent. How do you send a delinquent bill when you have not responded to my email dated 4/10/2023 and just responded to the BBB on 4/17/2023? 

  

  Business Response

  Date: 05/01/2023

  We understand your concerns and would like to assure you that the ***** of ********* takes all requests seriously. Should the ***** vote to waive and remove those fees, then the late fee which was posted during the ***** review will also be removed. We appreciate your patience as we work to resolve this matter. If you have any further questions or concerns, please do not hesitate to contact us. We value your input and appreciate your cooperation in this matter.

  Customer Answer

  Date: 05/01/2023

  I am rejecting this response because:  the matter has not been resolved. On Thursday, April 27, 2023 and Monday May 1, 2023 I received letters to appear for a hearing due to my delinquent. On Friday, April 28, 2023, I also received an email from ******************************* that stated the form the sent on 4/19/2023 was not completed and to complete and return, however I received an email from ********************* that the form was received and forwarded to the Community Manager to present to the board for approval and it can take 30 - 45 days to receive an update. I completed the form and resent it on Friday, April 28, 2023. 

  Customer Answer

  Date: 06/19/2023

  The business sent me a fee waiver form to complete, I completed and returned to them. As of today, I have not received a response.

  

  Business Response

  Date: 06/28/2023

  The ***** of ********* has voted to waive partial fines on your account. We previously mailed a letter regarding this decision but did not receive a response. Therefore, the ***** has requested the letter to be sent again this week via traditional mail. Additionally, we are also sending the attached letter via email for your convenience. If you have any questions or concerns, please feel free to reach out to us.

  Customer Answer

  Date: 06/28/2023

  I am rejecting this response because:   I never received this letter and based on my meeting on May 3rd the community manager admitted that I had no way of knowing the fees were on my account because the communication was not sent to me. Also, i noted that my neighbor had the same violation and received a different outcome. After speaking to an attorney, a HOA cannot give different outcomes for the same violation. What is the reason that I was fined and my neighbor was not? 

  Customer Answer

  Date: 06/29/2023

  It is the blatant disregard for my issue that upsets me. The obvious lack of communication and this company that does not want to take ownership. You stated you mailed me a letter but did not receive a response. I reached out to your company on May 11, 2023, at 6:45pm and stated I received 2 letters both dated May 8th regarding the compliance hearing for delinquency, stating "due to the delinquency in your association assessments your common privileges have been suspended" I said I do not have delinquent assessments due. I received a response on May 16th at 3:17pm that "I do see that your assessment account is up to date and have not shown delinquent any time recently. On June 12th, 2023 @ 3:16pm I received another email "due to the delinquent balance on your compliance account this has caused your common area privileges to be suspended. On June 12th, 2023 @4:33pm. I responded to that on May 2nd, and May 4th I was told it will 30 - 45 days until the next board meeting to have a response regarding the fee waiver request. On June 21, 2023 @ 11:23am I received a response "thanks for your patience and communication I have requested a status from the community manager of your fee waiver submitted to the Board. Once I receive that information, I will provide you with an update. As of this morning 6/28/2023 as I am typing this letter, still nothing from the company. Yet you presented a letter dated May 29th, 2023, I am confused why your employee was not aware of this letter on June 12 and June 21.  
  When I attended the meeting and stated my neighbor, and I had the same violation at the same time and received difference outcomes. The community manager admitted the communication was different, the difference was we were dealing with different people.  
  I asked about the delay in communication, she stated the delay did not come directly from her so she cannot speak on other employee response time.  
  When I stated that the fees were not on the homeowner's portal and I did not see them and neither did the ********* employee when I called in, she stated that I was not provided with the additional ********* account information. I clearly asked how I was supposed to know? She stated and I quote "I absolutely agree with that and again I will discuss with the board" So this brings me to the question, what was discussed with the board? You have charges on an account I did not have access to until you sent me the information in the middle of March, 2 of the charges are in February and the other charge is in the beginning of March. Your representative told me on 2 different occasions that they did not see any charges on my account. Your ********************** manager admitted that fees were not placed on the homeowner's portal where I will see them. And you stated you only want to waive $200.00 of $775.00. Also, 2 homeowners with the same violation at the same time and different outcome I have attached documents:

  My compliance hearing for 6/22/2022

  The compliance hearing result dated 2/14/2023

  My neighbor's compliance hearing results dated 2/27/2023, her compliance hearing was on 2/14/2023.

   

   

  Customer Answer

  Date: 06/29/2023

  I have attached documents: 
  My compliance hearing for 6/22/2022 
  The compliance hearing result dated 2/14/2023 
  My neighbor's compliance hearing results dated 2/27/2023, her compliance hearing was on 2/14/2023. 

  

  Business Response

  Date: 08/15/2023

  Hello,

  We've done everything we can here. The Board decided to waive partial fee and they already had their hearing. There is nothing else we can do. This complaint is from March. I am not sure how they have been able to submit. Please let me know what we can do to close this complaint.

  Thank You

• Initial Complaint

  Date:03/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I closed on my home on December 30th 2021. At the time of closing I paid a total of $750 for Dues/Working Capita and $749 for Transfer Management company charges.In March 2022 I received a notice from Real Manage saying they made an error at closing and that I owed them $325 for An ownership conveyance fee. After disputes I went ahead and paid the $325 anyway. In November 2022, ******************************* via email stating they made another mistake at closing and now we're charging me an additional $650. I have not been the only resident they made a mistake with. Since then I have contacted my title company who told me that I should have never paid the $325 in the first place because that was already paid at closing (provided me with proof of checks) and that the $650 being charged by them now was a mistake on Real Manage's end. I called Real Manage 3x dating back to January and not one of their representatives was able to explain the charges to me. They escalated the ticket to ************************* who was supposed to reach out to me but till this day I have not heard from. When I called back to get an update they stated ***** sent them the email instead of sending it to me. I have emailed Codie directly 3x with no response. This is 2x this company has made a mistake. I am sure they have some type of insurance to protect them from these mistakes. I am requesting that all other charges be removed from my account so that I can pay $650 for 2023 dues that I owe like I have been trying to since they became due as well as a refund for the $325 that I was incorrectly charged.

  

  Business Response

  Date: 04/10/2023

  Dear ******************,
  

  Thank you for taking the time to share your experience with us. We understand that the closing process can be stressful. We just wanted to let you know that there is a possibility that we may require a copy of your settlement statement from your title company during the closing process. This is because title companies sometimes quote and collect fees differently from how we quote and apply those fees.
  
  To help us with our research, could you kindly provide us with a phone number where we can reach you? You can also contact our Director of Client Communication, *****************************, at ******************************************* We take all feedback seriously, and we want to ensure that we properly investigate this matter. Our goal is to provide our customers with the best possible experience, and we hope to have the opportunity to make things right. We appreciate your cooperation and look forward to a smooth closing process.

  Thank you for bringing this to our attention. We look forward to hearing back from you.

  Customer Answer

  Date: 04/12/2023

  I am rejecting this response because: there still is no resolution.

  They have my contact info but I still have not received a call ever from them. 
  

  I can be reached at ************.

  

  Business Response

  Date: 04/21/2023

  This customer has been contacted several times via phone and email. This issue has been resolved but I don't think the customer has resolved it in ********************. Please let me know what we can do to close this out. Thank you!

  

  Business Response

  Date: 04/24/2023

  This customer has been contacted several times via phone and email. This issue has been resolved but I don't think the customer has resolved it in ********************. Please let me know what we can do to close this out. Thank you!

• Initial Complaint

  Date:03/17/2023

  Type:Delivery 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.

  We have one of RealMange's *** at our complex and the office staff is horrendous. We changed out our call box in the building, (10 buildings) and when they implemented the new system it did not work for 2 weeks. Alot of residents missed packages and deliveries and they could not get into the building. I called the office and they did not tell me why they would install something that did not work. They would not answer the question after over 10 conversations with them. They would constantly hand up on me or not even pick up the phone when i called. I called their customer support to lodge a complaint over 10 times and no one EVER called me back. I asked to speak to serval supervisors and no one ever called after leaving numerous voicemails. They would not give me their email address so there is no accountability with this company and their employees. No call backs, onsite staff can do what they want with no consequences what so ever. VERY VERY rude personal. I did talk to a customer support supervisor names ******* and she was not able to do anything or call me back after I said i wanted to speak to ******************'s supervisor. She is the *** who is on site of the property. I want to speak to a manager and file serval complaints about the office staff onsite and i want them removed and replaced with new personnel. The *** lives on the property and is a real estate agent which has listings on the property. Which I believe is a conflict of interest on so many levels.

  

  Business Response

  Date: 03/31/2023

  We apologize for the experience, however, we have researched your concerns.  The intercoms were installed from February 8 through the end of February. The devices were ready as of February 8th, but the internet capability was not up to standard and needed to be upgraded. The *** at this point needed to go back to negotiate the upgrade as the internet company did not want to honor the service. The vendor who installed the intercom wanted to charge an additional $10,000 to do the upgrade to the system which was above the original quote.  In order to help save the Association these funds, the *** was able to work on a procedure which meant keeping the main door open during the day for deliveries and providing the ***** and *** driver with the number to call if they needed to access a building where the door was inadvertently closed.  Once we were advised that the devices were displaying residents' full names, we changed this as soon as the internet service was up and running and Management had the proper access.
  
  We have reviewed some of the correspondence and the tone of the emails do come across as harsh.  This was a major project for the association and there were many components to piece together in order to get the system working properly.  
  
  Regarding the *** having a real estate license, yes she does as this is noted on the **** site.  However, the only unit that is listed under her purview at the building is her own unit, which is being sold.  ********* was aware that she lived onsite at the time of hire.
  
  Please advise if you have any further concerns regarding the Association matters.  Thank you. 

  Customer Answer

  Date: 04/03/2023

  I am rejecting this response because:   

  There was NO phone number or any note for delivery carriers to get in the door while the system was being installed for 2 weeks. NONE!. If there was show me proof. I missed medications and packages during these 2 weeks it was down and it cost ME money to get them re-delivered and me being without them. Even if there was a note for delivery drivers to call to get in, are you open after 4 pm and on the weekends? NO. Deliverers come all times of all days. So this is an excuse that is a lie. The call box in the lobby went down for the first 2 weekends with no internet connection. . So the whole weekend and parts of the week no one can get in, AGAIN! This is the company that was chosen to be the **** it needs to be replaced. I called the office and the lady tells me it's my fault for not having the app, but i said i did. She said since no one else is calling to complain and it's my problem and to call the *** to tell them. It is NOT my job to do theirs. They need to call the *** not me. 

  The office not telling me WHY would you implement something that did not work from DAY 1 is disgusting. When i asked the question i never got a response or got hung up on. This is not how to do business. If this is what the office does when it does not want to answer questions that is very unprofessional and needs to be replaced with someone who can do their job. 

  I called several times to report these girls in the office and to this day i never got a call back from a supervisor. NONE! There is no accountability at ALL with this company. They can do what they want to no consequences i see. If this is the case I will make sure when the contract is up for renewal we find someone other company that holds their employees responsible for their actions or lack of them.  

  To my emails that were harsh, what do you expect when i get hung up on and i am missing medications being delivered from people who do not do their job. i am gonna be furiated and so will the next person that now you are playing games with my health and i do not like it one bit. 

  Replace both girls in the office. I will not be satisfied with any other outcome. Have you supervisor do their jobs and call people back who leave them voicemails. CSR never call people back either. I have several tickets open that none have replied back to them. This company is a JOKE!

  

  Business Response

  Date: 04/21/2023

  This customer is not accepting our response because they want us to fire two employees. I don't believe that is a possible resolution. Please advise. Thank you!

• Initial Complaint

  Date:03/14/2023

  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.

  Received a bill for $341.67 for an Ownership Conveyance Processing fee? I have been living and owned this home for over 2 and a half years. They are giving me no reason why I am getting charged for this now. I have not been able to get in touch with anyone at their office to explain why I am getting charged for this?

  

  Business Response

  Date: 04/03/2023

  The conveyance was done by one of the processors who was supposed to just update the name change. The names on the account were previously ****** and *********************** which looks like it is just now in his name. I went ahead and reversed the conveyance fee and the working capital fee. You now has a $0 balance on the account. We apologize for the inconvenience.