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 Coral Springs

  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:03/08/2023

  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.

  Real Manage paid $798 out of our HOA account for a company doing business in **.....*************************** Plumbing. This work had nothing to do with our association.Villa Condo HOA is located at *************************************************************************. We have tried numerous times to get anyone from Real Manage to respond to our emails. No one from the company has called or emailed ** back regarding this issue. In addition, our final tax returns are wrong as this amount should be corrected and reflected in our Federal and State Tax Returns. We had to write the *** to give ** our returns. I wrote so many emails asking for proof of when our returns were delivered that we finally got the incorrect returns sent to ** today. When I called Real Manage, the call center person had no idea how to help me other than provide an email address. As we know, no one from Real Manage is answering any emails.Furthermore, Real Manage charged a $1500 off-boarding fee which is not in our contract. We would like this money returned. Legal action will be taken if we cannot resolve these issues.

  

  Business Response

  Date: 03/13/2023

  Thank you for bringing your concerns to our attention. Please accept our sincere apologies for any inconvenience or frustration you may have experienced due to the invoice payment error. We recognize that our management relationship ended on December 31, 2022. However, RealManage has received your communications and is actively working on remedying the situation by compensating the association for the mistaken payment made from your account prior to the conclusion of our management relationship.
  We understand that you may have contacted the vendor in your complaint, but we kindly request that you refrain from doing so in the future, as RealManage will be responsible for returning the funds to the association. Regarding the tax return, we are pleased to hear that you received the returns as contracted with the CPA.
  Once again, we apologize for any inconvenience this may have caused you, and we appreciate your patience and understanding as we work to resolve this issue. Thank you again for bringing your concerns to our attention.

  Customer Answer

  Date: 03/19/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please ask Real Manage to provide a detail report of our off-boarding fees. Real Manage has asked their local office for this information and nothing has been received by Villa Condo HOA.
  
  Villa Condo HOA reached out to the incorrect vendor as Real Manage continued to not answer multiple emails about this issue until we filed the BBB complaint.
  
  Also, there is a concern that our year-end tax returns are inaccurate due to plumbing bill being paid out of our funds. Any tax amendment should be done at the expense of Real Manage.

  

  Business Response

  Date: 05/10/2023

  The off-boarding fee is a fixed fee without any further breakdown. If individuals have any concerns regarding taxation, it is advisable to seek advice from either the relevant accounting firm or their legal representatives. In the unlikely event that an amendment is deemed necessary, which is not the case for an expense, RealManage would be responsible for any associated costs.

• Initial Complaint

  Date:02/02/2023

  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.

  RealManage controls gate access to our townhome community and we are constantly having issues with gate access. Codes magically stop working, gate fobs stop working as well. The company barely answers the phone and acts like they don't know anything. It's been more than a month and I still don't have a working gate fob and one of my access codes magically doesn't work again. From a safety standpoint- this is quite dangerous not to having a working gate as that is what this townhome community markets as one of their "amenities"
  

  

  Business Response

  Date: 02/23/2023

  Business Response /* (1000, 5, 2023/02/08) */
  We are so sorry to hear about these issues you have been having. Your community manager has been contacted. They will be reaching out to offer you a replacement clicker to resolve this. Please let us know if there is anything else we can provide at this time. Thanks for your time and feedback.

• Initial Complaint

  Date:01/30/2023

  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.

  Account#
  ****************
  ********** **** Circle *** Streamwood,IL
  
  Monies are owed to me for the following:
  
  1. $200 for a refundable move out fee that I paid to them from my checking account Nov 16, 2022.
  I have a voice message that they have acknowledged that they owe me the refund.
  
  2. Another $200 for an error that they made on the Paid Assessment Letter (PAL) that they prepared when the property closed. They claimed I owed them $200 for a move out fee ( the same move out). We tried to get the PAL corrected before closing but they were slow in returning calls. Closing was delayed several days so we decided to close with the incorrect PAL. Property closed December 15, 2022.
  
  I have called several times and have left several messages. No one returned my calls or emails. These are the contacts that I have:
  Shannell ********** property manager
  ******* ******* her boss
  Kimberly *********** VP
  Their lawyers are:
  *******************
  I have not reached out to the lawyers but have reached out to to the others several times.
  
  I would like The courtesy of a return phone call and email and I would like my $400 back via a cheque mailed to me as soon as possible.
  No one at RealManage is taking ownership of this issue no one returns phone calls or emails.
  
  Regards
  ******** Goff

  

  Business Response

  Date: 02/13/2023

  We thank ************ for reaching out about her refund. We are not able to process the refund without board approval. Our officed has submitted the $400 refund to her board of directors for review and approval. We are asking that they expedite approval and will continue to push for the signed approval. We will follow up on this response with a status once the board sends back the appropriate approvals.

  Customer Answer

  Date: 02/14/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I have an email from the management company (******) dated December 7, 2022 4:22 PM stating that *** from Maintenance (who is on the board) has approved the refund and that I would be receiving a refund that week. Not sure why they are still awaiting board approval for clerical errors.
  See Attachment/File: 6D884828-73DA-454E-870A-2E7FFAA37EF1.png

  

  Business Response

  Date: 02/23/2023

  Business Response /* (1000, 5, 2023/02/13) */
  We thank Ms. **** for reaching out about her refund. We are not able to process the refund without board approval. Our officed has submitted the $400 refund to her board of directors for review and approval. We are asking that they expedite approval and will continue to push for the signed approval. We will follow up on this response with a status once the board sends back the appropriate approvals.
  
  
  Consumer Response /* (2000, 7, 2023/02/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I have an email from the management company (Shanel) dated December 7, 2022 4:22 PM stating that Ron from Maintenance (who is on the board) has approved the refund and that I would be receiving a refund that week. Not sure why they are still awaiting board approval for clerical errors.

  Customer Answer

  Date: 03/17/2023

  March17,2023
  This case should not be closed!!
  I still have not yet received a refund from Real Manage. I have called and emailed several times and they cannot seem to get a refund check issued.
  I can't seem to ever get past the dispatch person who answers the phone. Neither the property manager nor accounts payable ever come to the phone to talk.
  They seem to be disorganized!!!
  I am hoping you can open this case again and get a response fir me.
  Thank you

  

  Business Response

  Date: 03/22/2023

  To follow-up our previous response, the board approved the $400 refund and check #**** was mailed to ************ on February 14, 2022.

  Customer Answer

  Date: 03/23/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Check#**** was issued to the wrong payee. It was issued to the current owner. I spoke with ******** and accounts payable on February 23, 2023. He told me they would put a stop payment on check# **** and re-issue. since that time I have called and emailed accounts payable and several people at real manage and I have yet to receive a replacement check. the replacement check should be made payable to domicile Z LLC and mailed to the following address: *************************************************************. This issue should be expedited!
  

  Customer Answer

  Date: 05/19/2023

  After calling Real Manage several times a week for several months they were finally able to approve, cut and mail the $400 refund owed to me.  This case can be closed.  It is just sad to have to deal with several incompetent people over several months.   Maybe if they answered the phone rather than having **  go through dispatch and  different people things would get done more efficiently.

• Initial Complaint

  Date:01/24/2023

  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 was charged a $195 delinquent fee for my HOA dues in order to be able to purchase HOA documents required for the person purchasing my home. HOA fees are not due until March 1, and I will close on the sale of my home February 7. HOA fees will be in the settlement at closing. But I HAD to pay the delinquent fee to be able to get the HOA documents to purchaser on time. RealManage needs to reimburse me that fee because I was not delinquent.
  

  

  Business Response

  Date: 02/23/2023

  Business Response /* (1000, 5, 2023/01/26) */
  Dear Ms. ******* we apologize for any inconvenience that you may have experienced. The annual assessments are due on January 1st of each year, although there may be a grace period that your association offers its residents, we do have a processing fee of for any conveyance requests when an account has an open balance at the time of the conveyance. If you have any additional questions, please do not hesitate to reach out to us directly for assistance.
  
  
  Consumer Response /* (3000, 7, 2023/01/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The attached HOA newsletter from RealManage clearly states that HOA fees are due March 1. It further says that it was an ERROR to say they were due January 1. Therefore, my account is NOT delinquent and I should NOT have been charged a delinquency fee.
  
  
  Business Response /* (4000, 10, 2023/02/08) */
  We are sorry for any trouble this issue has caused. We are processing a refund of the fee as of February 6th, 2023. Please let us know if there is anything else we can provide at this time.

• Initial Complaint

  Date:12/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our association has been with RealManage for 12 years. Due to deceptive variable billing and declining service, we decided to change management companies. In our contract, the penalty for liquidated damages is crossed out and initialed. Despite this, RealManage has notified us that they will be withholding 6 months for liquidated damages. This is in direct violation of the contract. Our attempts to dispute this have gone ignored.
  

  

  Business Response

  Date: 02/23/2023

  Business Response /* (1000, 7, 2023/01/16) */
  Thank you for reaching out. And we apologize for any confusion, but the complaint is incorrect. RealManage did not withhold any liquidated damages.

• Initial Complaint

  Date:11/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 15Sep2022 I mailed my association dues for October. At the time RealManagment was acquiring ACM which was our condo management company and after the 01October my check from 15Sep2022 still had not cleared. I contacted our RealManagment representative to see how checks sent prior to 01Oct2022 were being handled during the transition and was not provided any answer. I provided our RealManagment representative with the information about my check and was told she would look into it. After I had no response by the 13th of October I reached out again for a status update. I finally received a response on 19Oct that I could either wait and see if the check would clear or I could cancel the check. On 19Oct2022 I cancelled the check and communicated this information to the RealManagment representative on 22Oct2022. As my check was lost during this transition period I asked to be reimbursed the cancelled check fee which my bank charged me. On 02Nov2022 I was asked to send part of my bank statement which showed the cancelled check fee so RealManagment would reimburse me. I provided this information on 02Nov2022 to the RealManagment representative. On 07Nov2022 I received an email from the RealManagment representative now saying that her supervisor told her she could not reimburse me. Then on 04Nov2022 I received an email from my bank that someone tried to cash my stopped check. On 10Nov2022 I received an email from RealManagment that they had tried to put through this cancelled check on 04Nov2022. With this information I emailed my RealManagment representative to get the direct phone number for their team which processes association dues so I could tell them what to do with the cancelled check and I have had no response. I would like to be reimbursed for the cancelled check and be able to communicate with the team processing association dues to discuss what needs to be done with the cancelled check.
  

  

  Business Response

  Date: 02/23/2023

  Business Response /* (1000, 5, 2022/11/21) */
  We thank Ms. ***** for bringing her concern to our attention. Payments are made directly to a bank lockbox and processed upon receipt. Neither RealManage nor the Association have control over mail delivery. We always recommend that owners wait for checks to arrive before making decisions on either sending a replacement check or stopping payment. We can remove or suspend late fees while the owner decides how they want to proceed; however, stopping payment is a personal choice and not one that RealManage recommends, as checks can always arrive later than expected. We regret that this happened, however, we will not be reimbursing Ms. ***** for the stopped payment fee issued by her bank.
  
  
  Consumer Response /* (3000, 7, 2022/11/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept this response as the issue was due to RealManage not have a transition plan for residents who pay association dues via check when they procured ACM. This issue could have been alleviated if I could have been provided a person to contact who dealt with the association dues payments.
  
  
  Business Response /* (4000, 9, 2022/12/02) */
  We thank Ms. ***** for her response. There was a plan and a lot of communication to residents when the community's payment lockbox changed. Each unit owner received a welcome letter with details about their account and how to make a payment, including the new payment address. In addition to that, all owners received a new coupon book that had the lockbox address preprinted on a coupon to use with the check payment to assure that it was mailed to the correct location. Stopping payment on a check is a personal choice, and because we did communicate the address changes to all affected owners, we will not be reimbursing Ms. ***** for the fee charged to her by her bank.
  
  
  Consumer Response /* (4200, 11, 2022/12/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not agree with the lack of service on this matter I am seeing from RealManagement Inc. As stated the issue was due to a lack of a transition plan and RealManagement should be taking responsibility for the lack of communication provided during this time.

• Initial Complaint

  Date:11/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9/21/22 the Oswego - Ogden Falls HOA had workers come and perform digging work in the common area behind my home. I later went outside to see that the workers in fact did digging work on my property without my consent or advance notification. They dug up part of my yard and they pulled up the previous water line, leaving the entire line half way in the ground and not securing the valve that's attached to my home. I sent an email to the HOA that same day. 9/28 (1 week later) I rec a response from Juan Garcia stating her reached out to property manager and received confirmation that the workers will return and clean up. I replied asking for an ETA, since it was already a week later before even receiving a reply back. No response. 10/6 I sent a follow up email. No response until 10/13 from Mary B******** - she stated the men was doing work due to my sump pump leaving the common area muddy which prevented the men from mowing, and that I no longer needed the old line. I immediately replied back asking what about them coming back to fix what they left undone? No response. 10/18 I sent another follow up email. Mary responded on 10/20 stating I already replied to you. Which was her saying I no longer needed to old line. She still provided no response to when they will come fix the negligent work they did on my property. I responded back to her, resending the pictures of how the men left my property. No response. It is now 11/1 and I have yet to have the work corrected or a response on a resolution from the Ogden falls HOA. I should not be responsible for work negligently done on my property with out my consent.

  

  Business Response

  Date: 01/31/2023

  Business Response /* (1000, 6, 2022/11/07) */
  We thank Ms. ***** for bringing her concerns to RealManage. We are the agent for the Ogden Falls HOA board of directors, who is elected by the Association members each year. We are not the decision makers for the community, although we provide consultation based on our years of experience. Ms. ***** owns property in a common interest community association, which has common ground maintained by the Association. While the Association and its hired vendors make every effort to provide advanced notice of all work being performed on common grounds, it is not always possible. We apologize that the hired contractor did not notify Ms. ***** of the work being performed in the common area near her home. We appreciate the feedback and will consider options for advance notification in the future. With respect to the work performed on and near Ms. *****'s home, it is our understanding that the unit owner installed a drainage line attached to her sump pump that drained onto Association common area, without approval of the board of directors. The board of directors determined that this unauthorized drainage line was causing damage to the common area preventing proper landscape maintenance. As a result, the board of directors authorized a contractor to remove the line to protect the common area. While the association removed the line to address the drainage concerns, the disposal of the materials is the responsibility of the unit owner. We do acknowledge that the removal of the drainage line did cause damage to the surrounding turf. The Association will restore the landscape in the spring of 2022 as weather permits. The community association manager did communicate this on both October 13th and 20th; however, we were not clear the restoration would occur in the spring. We apologize that this was not communicated clearly. We trust that this addresses Ms. *****'s concerns.
  
  
  Consumer Response /* (3000, 8, 2022/11/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept the response. Some of what was said is false. I just purchased this house March of 2021. I did not install a drainage line attached to my sump pump that drained onto Association common area, without approval of the board of directors. This was already a part of the home when I purchased in March 2021. The board members should know when someone takes residency in its community, to rightfully place blame. The contractors THEY hired dug up on MY property and halfway removed the old line and left it there. If they were going to dig on MY property, leave it as they found it. Why should I pay someone to correct what they negligently did? If they were going to dig up and re-pipe, why would they leave the old line partially there. That negligence works by any contractor. They did not communicate to me work that will be done in the spring. I do not care about the "common" area. My concern is MY property. I have attached pictures and some of the emails. I have them all if needed.
  
  
  Business Response /* (4000, 10, 2022/11/09) */
  We thank Ms. ***** for her follow-up. We would like to clarify that when a homeowner buys a home they assume all responsibility, including anything in violation of the governing documents of the Association. Because no approval was obtained, the Association has no record of who would have installed it. We apologize for the assumption it was Ms. *****; however, that does not absolve her from her responsibility. In addition, as explained in our previous response, the home is in a common interest community. The grounds are common area, maintained by the Association. We do acknowledge that the removal of the drainage line did cause damage to the surrounding turf. The Association will restore the landscape in the spring of 2022 as weather permits. When we first responded, we were not clear the restoration would occur in the spring, and we apologize that this was not communicated clearly. We consider this matter resolved.
  
  
  Consumer Response /* (4200, 12, 2022/11/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It is very clear of the incompetency and unprofessionalism of the HOA and the person reviewing this matter. 1. A phone call would have been more appropriate than delaying or ignoring emails for days/weeks. This is a matter dealing with someone's home and a better approach should have been taken for a resolution or understanding. Apparently from their responses, no accountability is being taken. 2. As the responder mentions "We do acknowledge that the removal of the drainage line did cause damage to the surrounding turf". The line was NOT removed. It is halfway dug up and the entire drainage line left in my garden. If they were already digging, why not remove the old line? Why leave it half buried? Several pictures provided. 3. "The Association will restore the landscape in the spring of 2022 as weather permits". I am assuming they're meaning 2023. 4. "When we first responded, we were not clear the restoration would occur in the spring" - the response to me from Juan Garcia saying he received confirmation from management that someone would come out to fix the issues was a few days after the initial work was done. There was no need to push to Spring of 2023, if they were addressing the issue in a timely manner, especially seeing as though I reached out the same day the initial work was done, thus giving the HOA a sufficient amount of time to rectify this issue. Now that it's over 2 months later and a BBB complaint, is when they are effectively communicating. I have been in this home since March of 2021, and a few months after moving in a received a letter stating I will be fined for a tree that had 1 dead branch, I removed the branch. Months later I received another threat of fine for the same tree - I then cut the entire tree down to comply. Meanwhile the residence in 302 Waterbury Cir has had the same 3/4 dead tree and no letters from the HOA. Months later I then received yet another threat of fine letter in February 2022 for having my clear holiday lights on my home. Meanwhile the residence in 308 Waterbury Cir, has had their holiday lights on their home all year round, with no HOA letters. Coincidence? Maybe! But I am starting to feel targeted. If this persist, I will forward my complaints to the appropriate coalition for further investigation. Now, pertaining to this current issue - I will fix the negligence left on MY property (NOT COMMON GROUNDS) that the HOA is not accepting accountability for and incur a financial burden. I will under my legal rights share and express my experiences in this matter to educate others. I now considered this matter resolved. (For now)
  
  
  Business Response /* (4000, 14, 2022/11/14) */
  Customer has indicated that this complaint is now resolved. We appreciate their time and feedback.

• Initial Complaint

  Date:10/25/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I believe that I am the victim of extortion by the business: *************, Lawrenceville GA. I am being accessed a $125 fee by the Homeowners' Association that contracts the business for a warning letter from the legal firm that the Association Board retains, ******, ****** & ******, LLC. I was left a notice by USPS of an undeliverable letter from ****** on May 26, 2022. I am now being charged a $35 delinquent fee monthly for not paying the $125 fee and a $80 for "assessment of services" which the letter supposedly warned I was delinquent in paying. I have the receipt in my possession from the USPS. The assessment at the online account page is for varment removal of animals in my attic that are not there; this is not problem, but please read on. I was never given notice of what the consequences would be for untimely payment of the varment-removal assessment. The only thing that appeared on my account page this month at RealManage, San Antonio, Texas, of which ************* is a division, was the $80 as an assessment. I have not received the animal services. This is not the first shady practice by ** and the Association Board. ** is rated A+ by Better Business Bureau. Please call me.
  

  

  Business Response

  Date: 02/23/2023

  Business Response /* (1000, 14, 2022/12/20) */
  In August he was assessed his prorated share of rodent trapping expense that was $80.
  
  Also in that month a legal bill was posted for $182. In October he was fined again. There is no $35 late fee that I can find.
  
  His complaint is with the Board who we took instruction from. He might consider contacting the new management company ********** about this. WE no longer handle the property

• Initial Complaint

  Date:10/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own a condo unit that has been without heat since Thursday, October 13th. I sent an e-mail to the community's email address and as of this writing I have not received a response. On Monday, October 17th, I did an online work order where I got an automated message that the work order was received. After no follow-up, I called on Tuesday, October 18th and the operator had no record of the work order being submitted. She opened a ticket. I did then ask to leave a message with the manager and get transferred to a voice mail extension that sounds as generic as possible. No name, nothing. Very unprofessional.
  
  Seeing still that I have not received any follow-up, I called again this morning and the operator told me I should expect a follow-up call this morning. That has not happened. I called again a short time ago, and was told that I am not the only one with this issue and the local office has not been responsive to messages or calls. I asked if I could speak to someone at the office and I got transferred to the generic voice mail again. I asked for a phone number to the local office and was told she only has an address to give me. How totally inefficient. I have to go to a physical building to ask a question--ha!
  
  Real Manage has given me the opinion that they do not have any respect for their customers. At least a phone call acknowledgement for communication would go a long way. Then again, perhaps I am expecting too much for a company that only has an address to give its customers. I thought my last management company was bad, but Real Manage has certainly lowered the bar.
  
  The unfortunate part about this is, every year about this time the valve on the boiler gets stuck. It takes 60 seconds to adjust and it will be good for the rest of the season.
  

  

  Business Response

  Date: 02/16/2023

  Business Response /* (1000, 5, 2022/10/25) */
  RealManage thanks Mr. ******** for bringing this to our attention. We have reviewed his concern, and we sincerely apologize that our team did not return his call and took more than one business day to respond to his email request. We understand how frustrating this is, and how it made it appear we did not follow-up on Mr. *********** concern. However, while we did not return his call, we did submit a work order to the association's vendor. We later learned that vendor did not repair boilers. The vendor never notified us of this, so the team assumed the matter was being handled. We are reassigning the work order to a different vendor, and the assistant community association manager will follow up with Mr. ******** today to confirm. In addition, we are reiterating to our team the importance of responding to each unit owner's requests within one business day so that this does not happen again. We appreciate the feedback.
  
  
  Consumer Response /* (3000, 7, 2022/10/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for your response from 10/25/2022 to my initial complaint. To date, there has not been any further follow-up as your message said there would be to me. However, the heat does seem to be working right now, thank you.
  
  That said, communication with Real Manage does not seem to exist. Work Orders continue to not be recorded. The second part to my work order has yet to be acknowledged when I phoned it in. The AC Cover has blown off and is currently sitting on my balcony. Furthermore, there is a particular cover that my unit is suppose to have which is probably why the current one fell off. It was clearly labeled with my unit number on it.
  
  When I log into my Real Manage account, there is no evidence of any work order created or submitted.
  
  My other question of why it is so hard to talk to somebody who is not an operator has not been answered either. It is unacceptable that only a physical address is given to me for an office and that there is not an actual phone number affiliated with a local office. The logistics of Real Manage do not make any sense.
  
  For a company that is in the "people" business, I think that has been forgotten.
  
  I am convinced that voice messages that get transferred to the local office are sent to a generic mailbox as there is NO name on the voice mail, just a generic "leave your message at the tone". Really?
  
  Completely unsatisfied with the lack of communication from Real Manage for two items that are relatively simple to fix. I feel terrible for those who are going through bigger issues and have not received proper communication.
  
  
  Business Response /* (4000, 9, 2022/11/04) */
  We thank Mr. ******* for his additional feedback about our response times or, in this case, the lack thereof. This has been passed ***** to the branch leader for our Illinois team, and we really appreciate the details he shared about areas where we can improve. We are committed to improve on our response times to all our unit owners and assure that all staff have a self-identifying message with their voicemail set-up. We understand the concern with the heat, from the original request, was resolved. We apologize, again, for the lack of communication on that work order. Further, the local team did speak with Mr. ******* today (11/4) and discussed his additional concerns that were initially missed, and a work order was placed. Finally, we did confirm both work orders do appear in the Resident Portal, and he should be able to view them.
  
  
  Consumer Response /* (4200, 11, 2022/11/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It is nice to login and see that my work orders now show. However, when I would create one myself, it never got posted and then when I would call in, there was no record of my posting. Something clearly is not working right in the system.
  
  As of this writing on 11/9/2022 the AC cover is still sitting on the balcony and the proper cover has yet to be installed.
  
  
  Business Response /* (4000, 13, 2022/11/17) */
  We thank Mr. ******* for his follow-up. When an owner requests a work order, it will not appear in the Resident Portal until it is finalized by the management team. To confirm, all requested work orders have been entered and sent to the applicable contractor. Neither RealManage nor the Association control the vendor's scheduling or how they prioritize non-emergency work orders. We were able to confirm with the vendor that the AC cover should be addressed on Friday, November 18th. Thank you for allowing us to respond.
  
  
  Consumer Response /* (4200, 15, 2022/11/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Once again we have a lack of communication. Why would would the painter for the deck come out at 8:30am on Sunday 11/13/22 with no prior warning to have the items on the deck removed so they could do their work. No e-mail, no phone call, no paper notice. NOTHING. The deck looks worse now than it did before. Paint does not fix the issue of bad floor boards.
  
  Further, while they did also put the cover on that day, they just put the cover that was on the deck back up which is THE WRONG COVER FOR THAT UNIT. Please look into my file and you will see that when the unit was installed (with board approval), a special cover had to be made for that particular unit. Will the Association be willing to purchase a new AC unit for me when it doesn't work properly with the wrong cover on it? The previous cover was clearly marked for my unit and it was a different color as well. Should be pretty easy to locate. Today is November the 18th. This file is getting pretty lengthy for something that can be fixed with proper communication and understanding. I do not feel that I am being listened to as here we are still communicating back and forth for OVER a month.

• Initial Complaint

  Date:10/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***** **** ***** -One of our three tenants has moved out on 08/29/22. We dropped off her move out deposit in the amount $250 (attached) to HOA Roselle office. On 09/07/22 at 2:17PM my daughter ****** ******** called RealManage customer service 866-473-2573 (ph call lasted 11 minutes including hold time) and requested a post move out inspection, and move out deposit to be refunded back to the tenant. You can pull the phone call if needed. On 10/05/22 HOA charged our account a non refundable $50 move out fee and $50 move in fee. However, NOONE moved in!!! My daughter called c/s multiple times, went to HOA Roselle office on 10/05/22, 10/06/22, 10/10/22 and Lisle office on 10/10/22. At Lisle office she was able to speak to HOA Leasing Manager ****, who assured her that refund request will be processed and check will be received within 2 weeks or less from 10/10/22. I received email from their Billing Dept asking who to make check payable to on 10/11/22, but check still hasn't been cut. The tenants are threatening us with a lawsuit. This is completely out of compliance. The request hasn't been processed from over 30 days! Please have some process it ASAP and send the check overnight.

  

  Business Response

  Date: 02/10/2023

  Business Response /* (1000, 5, 2022/10/20) */
  We apologize for the delays that occurred with releasing the deposit refund. A check was processed and mailed on Wednesday, October 19th. It should be received within the week.
  
  
  Consumer Response /* (3000, 7, 2022/10/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please confirm the amount of the refund, which was processed and mailed on 10/19/22, and which address was it mailed to. Also, please provide a tracking number for it.
  
  
  Business Response /* (4000, 9, 2022/10/24) */
  The refund was in the amount of $150, paid by check #5035, and mailed by USPS to 659 Wedgewood Drive, Hanover Park, IL XXXXX.
  
  
  Consumer Response /* (2000, 11, 2022/10/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The refund check has finally been received.
  
  
  Consumer Response /* (3000, 15, 2022/11/10) */
  My tenants moved out on 10/24/22 from my property 93 N Victoria Ln Unit C, Streamwood, IL. A pre-move out inspection was requested on 10/21/22 by calling RealManage at 11:30AM. And non-refundable $50 move out fee paid on 10/21/22 on RealManage portal. The work order # XXXXXX is still not closed on their portal. On 10/28/22 at 10:54AM called RealManage and requested a post-move out inspection. Customer service rep advised that Cyndi Sindowski was assigned to this work order and told me to leave her a voice mail transferring me over to her, which I did. Cyndi emailed me on 11/01/22 stating that she had reached out to the vendor for an update if there was any damage. On 11/07/22 I emailed her again asking for a status and have not heard back. Please assist getting this work order completed and getting a final word from the Association whether or not there have been any damage done to common area by our tenants moving out. If there was a damage found, please advise what damage and how much will the charge be ASAP.
  
  
  Business Response /* (4000, 17, 2022/11/16) */
  We thank Ms. *********** for her inquiry. The inspection was completed at the end of October, and there was damage found to the wall in the hallway, and the charge for the repair was $50. It appears the vendor's notification was sent to our spam filter so we did not receive it. We believe the topic of this complaint has been resolved. Ms. *********** should be reaching out to us at *******@ciramail.com with inquiries related to her unit. This will assure timely communication back and forth on any questions or concerns she may have. Thank you for allowing us to respond.
  
  
  Consumer Response /* (4200, 19, 2022/11/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Spoke to property manager on 11/11/22 as there were no replies from Realmanage and I was advised that there was no damage. Now since they're saying damage was found, please provide an explicit description of the damage in the hallway and/or possibly pictures of the damage as I will have to charge back the tenants who had moved out, and provide something what they're being charged for.
  
  
  Business Response /* (4000, 21, 2022/11/18) */
  We thank Ms. *********** for the follow-up and apologize for the miscommunication. The manager was not aware of the reported damage until after she spoke with the unit owner, as the vendor was communicating with the assistant manager. The manager's knowledge of the damage came after the conversation. The manager has already spoken with the owner, subsequent to her response to the BBB, and did advise that once we receive the full report from the vendor, she will forward it to the owner upon receipt. We believe that handling of this matter should be with the management team, and not the BBB, to keep communications accurate and timely, therefore, we are respectfully requesting the BBB close this complaint as resolved. Thank you.
  
  
  Consumer Response /* (4200, 23, 2022/11/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The manager never spoke to me after the damage has been found! I need to get a description of where and what damage was found ASAP as we are approaching a 30 day mark, after which we'll be out of compliance handling this issue. This case can only be closed when resolved. Please provide the explicit description when and what type of damage what found, and final amount of charge going to be charged for the repair.