Complaints
This profile includes complaints for RealManage Dallas's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 236 total complaints in the last 3 years.
- 46 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/03/2022
Type: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 is the community management company that handles our local HOA. There are some serious issues going on in our HOA and I cannot get any HOA Board members to return my calls or emails. I therefore turned to Real Manage who manages our HOA. They too will not return my calls or emails. I have tried emailing RealManage for assistance and I have tried calling the 'Resident Portal Helpline' The agent who answered my call said that the company has a real problem with their managers not replying to calls. The agent also told me there was no way to escalate my concerns to a supervisor. Thank you for your help.
Business Response
Date: 02/23/2023
Consumer Response /* (3000, 6, 2022/10/13) */
A representative from RealManage did respond to me. However, the concerns I raised were not adequately answered.
Business Response /* (4000, 8, 2022/10/18) */
The Branch VP, *** ****, spoke with Mr. ********. He was concerned about the Board and the scheduling of a Board Meeting. Mr. ******** was informed that a Board Meeting had not yet been rescheduled by the Board. The Board determines the meeting dates and frequency of their Board Meetings. He is not in touch with *** **** and is aware that we're here to assist him.
Consumer Response /* (3000, 15, 2022/12/09) */
I wish I could report back that the communication issue with *** **** of Real Manage has been resolved but it has not. There are many questions surrounding the finances of our HOA. Eleven business days ago, I requested our HOA, budgets, audits, and Board minutes for the last five years. Unfortunately, no documents have been provided nor has there been any response from *** ****.Initial Complaint
Date:09/26/2022
Type: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 would like to dispute the charges of $1,990 to 116 Boardwalk unit 1W for plumbing repairs done to the downstairs unit done on September 2019 because as of right now September 2022 they want to start charging a late fee for something that is unresolved with ACM Community Management that manages the Boardwalk condominium complex. I was not allowed to see the damages to the unit downstairs and did not even get a chance to send my contractors to get a quote. As far as I know since I wasn't able to see the damage, I don't even know if it was caused by something that happened in my unit. The charge is very high for some minor drywall repair. The work was just done and an invoice was sent to me without any say. I have sent numerous emails and letters including a certified mail letter that is attached to this complain and no answer from ACM or the building manager. Now ACM wants to start charging a late fee the the dispute charge in question. This is truly unfair. I demand for this unauthorized charge to be waived from my account.Business Response
Date: 01/05/2023
Business Response /* (1000, 5, 2022/09/28) */
We are the agent for the 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. Mr. *****'s complaint relates to the Boardwalk Condominium Association. We understand that Mr. *****'s concern involves maintenance charges that were billed to his assessment account for repairs made to his unit in October 2019. The maintenance charges incurred were a result of a leak that originated from Mr. *****'s bathroom (toilet wax ring and coupling and closet collar) into the unit below his. The Illinois Condominium Property Act states that the Association has the right in an insurance loss, on a case-by-case basis, to "...assess the deductible amount against the owners who caused the damage or from whose units the damage or cause of loss originated..." Mr. ***** states in his complaint that he was not given the opportunity to fix the leak or fix the damages to the unit below. The Association attempted to reach Mr. ***** by phone, USPS mail on September 25, 2019, and email on October 1, 2019. Since no response was received, and the leak continued, the Board of Directors chose, in an effort to further mitigate damages, to authorize repairs to the plumbing on both October 2, 2019, and October 19, 2019, due to Mr. *****'s failure to perform the repair. Mr. ***** was notified of the repairs and the charges. Mr. ***** did contact us in 2020 to dispute the charges. The Board of Directors reviewed the dispute and decided that, because the leak originated from Mr. *****'s unit, the charges would stand. If Mr. ***** would like to enter into a payment plan to avoid late fees on the unpaid balance, he may contact us, in writing, with a proposal to submit to the Board for their review and approval. However, at this time, the charges are due, and late fees may apply. Thank you for contacting RealManage and allowing us the opportunity to respond to this complaint.
Consumer Response /* (3000, 7, 2022/10/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the prompt response however I disagree with the response. The owner of the garden unit below where supposedly the damage occurred is Ronaldo Perez and he was on the condo board when this occurred. Since he was on the board, some of the facts were not presented correctly and reflect his side of the story only. There was a big fire in his unit in March of 2019 around the bathroom area. The report can be obtained from the Elk Grove Village fire department. Also, plumbers from ACM management tried to enter Mr. Perez's unit to check the damage and I was with them 3 times in September of 2019 however no one opened the door. With these 2 facts, how can I be certain that my bathroom caused the damage? Does ACM management/condo board have any proof such as pictures that my unit caused this damage? The damage could have been caused by the fire. I was not even given a chance to put a claim on my insurance. This is not fair, and I demand this charge of $1,990 to be taken off my account or please provide proper proof/documentation of the damage. Anyone can make such accusation, but proof must be provided.
Business Response /* (4000, 9, 2022/10/05) */
We appreciate Mr. *****'s response. However, Mr. *****'s complaint is better directed toward the Board of Directors and the Association. RealManage has no authority to remove any charges from his account without board approval, and the board's decision is that the charge must remain on Mr. *****'s account. RealManage, however, is more than willing to facilitate a hearing with the Board at the next board meeting, and Mr. ***** can present his dispute to the Board directly. We encourage Mr. ***** to submit his hearing request, based on the Association's governing documents and Illinois Condominium Actt, in writing, to either ********@ciramail.com or to RealManage, c/o Boardwalk Condominium Association, PO Box XXXXXX, Dallas, TX XXXXX. The next Board meeting is scheduled for Monday, November 7, 2022, at 7:00pm. The meeting is being held at the Association's clubhouse. Should the Board of Directors decide to alter the charges on Mr. *****'s account, they will advise RealManage after this meeting and we would make such adjustments. We regret that we are unable to resolve this issue currently, but look forward to receiving Mr. *****'s hearing request so we can facilitate his conversation with his Board of Directors.
Consumer Response /* (4200, 11, 2022/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is very odd that RealManage and the Association has agreed to pay for the damage and then charge the unit owner (me) as the damage occurred inside the unit because Association's legal duty is to take care of outside and common interior areas and any damage that happens inside the units are between the until owners and their insurance. Is this a true statement? I am still waiting for contractor receipts and pictures for what I was charged for. This is far from being resolved as the Association has no legal right to pay for damages within the unit and then charge the unit owner without asking for my insurance to be involved. I would like to schedule a private meeting with RealManage and the Board Directors of the Association at that time in 2019 to go over the charge, review the pictures of the damage which I still haven't seen, and the actual contractor receipts. Please advise and schedule a meeting. I'm available any day for this urgent matter.
Sincerely,
***** *****
Business Response /* (4000, 15, 2022/10/24) */
The Illinois Condominium Property Act states that the Association has the right in an insurance loss, on a case-by-case basis, to "...assess the deductible amount against the owners who caused the damage or from whose units the damage or cause of loss originated..." As the agent for the Board of Directors, RealManage is not authorized to change the decisions made by the Board. We appreciate Mr. *****'s additional response. We initially asked that he submit his hearing request in writing, to either ********@ciramail.com or to RealManage, c/o Boardwalk Condominium Association, PO Box XXXXXX, Dallas, TX XXXXX. The next Board meeting is scheduled for Monday, November 7, 2022, at 7:00pm. The meeting is being held at the Association's clubhouse. The Manager will place Mr. ***** on the agenda, and he will be heard at that point in the evening. So that the board is prepared to hear his dispute, he is encouraged to submit his request with as much detail as possible using one of the methods noted in our reply. Thank you for allowing us to respond.Initial Complaint
Date:08/25/2022
Type: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 complaint is from the previous HOA (Texas Star) that was paid $415.00 full year under the old account number XXXXX-XXXX. The New HOA account number RXXXXXXXLXXXXXXX claiming the owe $10.08 to this account. I had paid the Texas Star which carried over to this account (HOA Real Management). They did not provide allocated account transfer from the previous HOA (Texas Star) to Real Management (HOA). I have contacted numerous times to Real Management staffs to speak to their community management manger but failed to respond in a timely manner. I have call them three time on these dates 8/11/22 and 8/16/22. I call them on 8/22/22, 8/24/22, and 8/25/22. The Real Management employees failed to have their supervisor to call me and have excuses for everything. They even include three business days will call me but never did. The Real Management failed to monitor, planned, communicate, and do the job. I'm not sure who spoon feed their team. I will include that the employee answers my phone call but refused to answer questions and decided to hang up.Business Response
Date: 11/08/2022
Business Response /* (1000, 5, 2022/09/07) */
RealManage is a 3rd Party management company contracted by the Board of Directors to assist them in managing the day to day operations of the community.
The homeowners account is being corrected. The 16 cents of late charges have been waived. We are researching the $10 payment due and will be correcting this amount on the homeowner statement.
This data came to us from the prior management company. We are researching this carefully so that we can correct the homeowners account.
Consumer Response /* (3000, 7, 2022/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The HOA have not been corrected as of yet. I received a statement from them on 9/5/2022 still indicated the fees and including late fees. They need to cease until they figure out their side. The HOA still have not shown the itemize account when I enclose a copy of payment that paid. I will also attach a copy of my statement HOA bill.
Business Response /* (4000, 9, 2022/09/16) */
The homeowner account has been corrected. The HOA has credited back the two (2) late charges of $0.08 cents each, as well as given the homeowner credit for the $10.00 portion of his payment that was missing. The homeowner's account balance is currently $0.00.Initial Complaint
Date:08/15/2022
Type: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.
Hi,
This is regarding the recent interaction I had with Carol G**** from GrandManors. I have a property in Austin, TX (14401 Mowsbury Dr, Austin, TX) for which Carol G**** had contacted me about a trash can violation in 2022. There was a fine of $225 imposed on this violation and Carol told me they have mailed the letters to my residence. I haven't received any violation letters from GrandManors. I also asked Carol if they emailed a soft copy to the owner regarding the violation and she said they didn't. I was told that they put up notices on online resident portal. Since it is not possible to log-in to resident portal every second to check what is happening, I told her to at-least let the owners know when an important document is posted on the owner's portal so that they can take immediate action and rectify the problem. I didn't hear back anything from her regarding this request. Since we haven't received any violation letters by mail in 2022 or have received timely notification of soft copies of document uploaded to resident portal, I request $225 to be credited back to my account. On a different note, in 2021 there are 7 violations posted on resident portal, but I received only 4 of them by mail. I didn't get notification when these 7 violations were posted on the resident portal. It is not possible for somebody to login to resident portal every second to check what is happening. It will be good idea to send notification to owners when something important is posted on resident portal so that they can look at it and take action if they don't receive the same by mail. Uploading email communication with Carol.Business Response
Date: 11/10/2022
Business Response /* (1000, 6, 2022/08/23) */
We apologize for any inconvenience.
This is a rental property, and the homeowner lives out of state.
All violation/fine letters and HOA mailings were being sent to the mailing address on file on the account
which was in San Jose, California.
We had not been notified that this property had a management company until August of 2022.
We received the Property Management Agreement from the property management company on 8-5-22,
however it was not until 8-15-22, that the homeowner emailed us to confirm that we are allowed to send all HOA mailings to the Property Management Company. The owner's email stated:
"You can change only the address to Austinvestors property management to make sure they receive the
mails."
After receiving the email from the homeowner on 8-15-22, we immediately updated the mailing address
on the account. All future violation/fine letters and HOA mailings will be sent to the AustinVestors
Property Management Company.
Consumer Response /* (3000, 8, 2022/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was only one address/contact allowed on the property, this is what I was told by the HOA and it was the owner address. In the past HOA has contacted Austin Vestors for various issues. Attaching one such communication. Since I didn't receive the mails and also didn't get any notices to my email address, I would like the amount of $225 credited back to my account. HOA didn't event send the soft copy to Austin Vestors even though they had contacted them earlier (attachment).
Business Response /* (4000, 10, 2022/09/07) */
Thanks! We have done everything we are supposed to do and the homeowner just as of August 2022 gave us permission to mail the violation notices to AustinVestors. The board agrees to 1- one -time lifetime account fine waiver if the violation is cured. They can pick the most expensive fine, but the other two can't be waived. We could waive the $100. They have already paid the fines, so that would leave them a $100 credit. As of August 2022 all notices are being mailed to AustinVestors.
Consumer Response /* (4200, 12, 2022/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These guys don't seem to understand that they are charging fine for the letters I didn't receive. Why should anyone pay fine when they are not aware of what problem to fix?
Business Response /* (4000, 14, 2022/09/21) */
After additional consideration, GrandManors will reimburse, to the Homeowner's account, the $100.00 collected by the Avery Ranch Association. We hope this is satisfactory. As mentioned all notices will be sent to AustinVestors.
Consumer Response /* (4200, 16, 2022/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Can you explain what is the total re-imbursement you are giving me? Is it $125+100? You said initially you are going to provide me 1 time re-imbursement of $100 in earlier response. What additional re-imbursement have you stated in latest response? What will be the toal amount re-imbursed?Thanks!
Business Response /* (4000, 18, 2022/09/27) */
The Homeowner paid $225 to the Avery Ranch Association of which $100 was waived in response to your request leaving a $100 credit on the account. GrandManors will give $125.00 to the Homeowners account to cover the remainder of the fines paid. This will leave a $225 credit on the account.
Consumer Response /* (4200, 20, 2022/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just to clarify, am I getting a credit of $200 or $225?
Business Response /* (4000, 22, 2022/09/29) */
There will be a $225 credit on the account.
Consumer Response /* (2000, 24, 2022/10/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
Date:07/31/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My HOA authorized for my vehicle be towed from my house. I received no warning or fine as the tow truck just tows any vehicle with no way to respond or react. My car is obviously authorized to be in the community at the home that I Own.Business Response
Date: 09/13/2022
Business Response /* (1000, 5, 2022/08/05) */
he governing documents for the Enclave at Highland H orizon community (copied below) dictate that no street parking is allowed in the community. When speaking with Mr. ******, he acknowledged
the signs indicating no parking on the entrance gate he also admitted to having a copy of the governing documents but not reading them. At the time that Mr. ******
vehicle was removed, it was parked approximately 5 feet from a no parking sign, when this was brought to Mr. ******* attention, he stated to both myself
and fellow associate, he was only parked there for an hour.
A request for a hearing to grant an exception has been made to the Board and a date will be relayed to Mr. ******.
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