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 Rock Hill

  958 W Main St Rock Hill, SC 29730

  
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  RealManage Palm Beach Gardens

  11784 W Sample Rd Coral Springs, FL 33065

  
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  RealManage Tampa

  5523 W Cypress St Ste 102 Tampa, FL 33607

  

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:11/25/2024

  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.

  This is the 2nd time *** had a problem with this company regarding my payments. I thought it was resolved but apparently its not!!!! I have had automatic payments to this company since April of 2024, and it is currently still active, but for some reason they are stating a late fee was processed for October of this year.This is their actual wording:You will need to bring your account current. Once you have completed this month's assessment payment, you can submit the fee waiver request for the October late fee. This is from my bank:AA"@ ********************* Account 11/05/2024 ***** Farm Homeo TYPE: *** **** *** ***** Farm Homeo 10/03/2024 ***** Farm Homeo TYPE: *** **** *** ***** Farm Homeo 09/04/2024 ***** Farm Homeo TYPE: *** **** *** ***** Farm Homeo 08/05/2024 ***** Farm Homeo TYPE: *** **** *** ***** Farm Homeo 07/03/2024 -$73.50 $2,573.30 -$73.50 $2,006.90 -$73.50 $2,263.85 -$73.50 $2,331.95 06/10/2024 05/03/2024 ***** FARM HOMEO TYPE: Assn Dues *** ***** FARM HOMEO NAME: ***** Jean ******* 04/25/2024 -$73.50 $1,171.68 -$73.50 $21.14 -$73.50 $2,055.10 -$73.50 $293.73

  

  Business Response

  Date: 12/09/2024

  Greetings Ms. ********************* you for bringing this matter to our attention. I understand how frustrating this situation must be, particularly given your efforts to maintain automatic payments since April 2024.
  
  Upon review, it appears the issue stems from a returned payment for March 2024, which has led to the rolling delay you are currently experiencing. For further clarification, please refer to the email sent to you on December 3, 2024, from our management team, which outlines the discrepancy in detail.
  
  To resolve this issue, the outstanding payment of $73.50 for March must be completed, along with any associated late fees or interest. Once these payments are made, your account and automatic payments should operate as intended moving forward.
  
  Thank you for your understanding, and please dont hesitate to reach out if you have any further questions or need assistance.
  Best regards.

• Initial Complaint

  Date:10/04/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unfair and unprofessional treatment leading to severe mental anguish and unsafe conditions of the property 1) hammersmith property management has threatened me to have my mail cancelled which would be a federal crime on their part 2) the *** instituted a ***** dollar special assessment - which rey said could be put on a payment play - when I requested the payment plan they ignored my request and have sent me late notices - they are failing to give me fair treatment on payback of special assessment - this has caused mental anguish and pain 3) the building I live in is showing major structural damage but they did not hire a third party or licensed civil engineers to look at the condition - they sent over board nerves of the hoa who are biased and not qualified to assess building safety 4) hammersmith has ignored my work request for a major safety issue on the sidewalk in front of my unit which is causing major mental anguish and fear of people being hurt. This has been over a year 5) Hammersmith has been targeting me since I moved in. By use of threats, failure to allow me to have the same pay back options as other home owners, and ignoring my safety concerns for the condition of walk ways and the collapsing building.Please help me to have Hammersmith management treat me fairly and uphold their contractual commitments to the homeowners.

  

  Business Response

  Date: 10/07/2024

  You can be assured that no one from Hammersmith or the Board has threatened to cancel your mail. Regarding the payment plan issue, you requested a plan on Friday, October 4th, and the association manager responded to you on Monday, October 7, 2024, seeking clarification on the amount, as you have a balance for past due regular assessments. They also explained that the late fee was related to the regular assessment, not the special assessment.

  
  Two homeowners, who are engineers, volunteered to assess your unit, and neither was on the Board at the time. Their findings were detailed in a letter sent to you in April and again over the summer. You were advised by the Board more than once to hire your own engineer if you disagreed with their assessment. In summary, your unit has normal settling due to the bentonite in the soil, which is an issue throughout the community. ************ was built in the 1980s before it was known that the soil needed treatment before construction.

  
  Your sidewalk does need to be repaired, and the Board has one bid from CRC, which they are trying to combine with other concrete work in the community. The association manager has been attempting to get an additional bid but has had some contractors decline because the job is too small. However, **************** Works is willing to take a look at it this week. The manager has stayed in contact with you about this issue and has shared multiple times that *********** does not make the final decision, as it is ultimately up to the Board.

  Customer Answer

  Date: 10/17/2024

  I am rejecting this response because:   The building has not been assessed by a non-biased, certified Civil engineer that is qualified to deem the building damage "not in the scope of repairs" that the HOW is legally obligated to repair.   Damage to the unit due to problems outside of my walls is the responsibility of the **** Hammersmith, and the insurance that Hammersmith keeps on the buildings.   

  To resolve this complaint I would like the complaint to be handled properly - the assessment of the condition of the building and causes of the damage must be completed and paid for by the *** or the insurance company - using qualified, non-biased, professionals.  

  The resolution proposed by Hammersmith is nothing more than an unqualified opinion.  Please submit this to the insurance company as well as a person who is professionally qualified to make the claims that hammersmith is making.    

  

  Business Response

  Date: 10/18/2024

  Thank you for your response.  As we noted, Hammersmith/RealManage works at the direction of the Board and does not hold any independent authority to make those decisions to hire a vendor or to file an insurance claim on behalf of the Association.  Given that we do not have the authority to do these things without the express direction of the Board, we have shared your request with them and they will decide how to move forward.

  Customer Answer

  Date: 10/18/2024

  I am rejecting this response because:   If your statement is true that you have no authority in this matter, then you have violated your boundaries of authority in the past on this matter.   It was decided by Hammersmith management to have non-qualified individuals assess the condition of the building in the first place.   This means that you violated your role and did not properly submit my request to the board in the first place.    As I do appreciate hammersmith realizing they have made a mistake by not involving the board in the first place, this is coming late and should have been done when I originally requested this.   Hammersmith kept my request from the board till now (as admitted in their response to my BBB complaint) - now they committed to forwarding my request to the board - why was this not done in the first place?  Hammersmith overstepped its authority by not submitting my complaint to the board as they have admitted in their response to my complaint.   

   

  Once the ********* discusses this issue and Hammersmith reviews the boards review, then I will consider closing this complaint.   This complaint will stay active till that process happens as promised by Hammersmith management in their BBB reply to my complaint.   

• Initial Complaint

  Date:10/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have exuded an absolutely unacceptable amount of my time into resolving issues stemmed entirely from improper management of my community HOA due to the ineffective performance of Vision Community Management. Nearly all of these issues have arisen due to the far from adequate job duties performed by ****** *******. The issues first began in January of this year due to improper autopay accounts being withdrawn from my account. This account has been working properly for well over a year as I properly set up autopay through the link provided when HOA management companies changed. After monthly HOA assessments were raised, the system did not update my auto pay to the correct amount. ****** confirmed that autopayments setup through their banking system(as mine was) would adjust automatically not requiring any extra steps on my end. She improperly claimed the issue was my fault and that I setup autopay through my personal bank, which I did not. This has caused a monthly $15 late fee which she has not resolved. Furthermore, my palm tree was killed by improper trimming from a company contracted by Vision management. ****** again claimed this never happened, despite being proven wrong by *** board president. I was fined for this, and had to pay $300 to have the tree removed, again no refund or apology from ******. I am now being served threatening demand letters stating a lien will be placed on my house, despite the management company owing me more than the backdated assessments they have not been billing me properly for. I also attempted to pay these dues through their portal, with a witness looking over my computer, and the back fees were never deducted from my bank. I demand all fees be reversed, $300 for tree removal be compensated back to me, and a formal apology from Vision and ******. I have spent well over 10hrs of time, which I'm requesting compensation for at my OT rate of $67.50/hr, $675. I also request ****** be removed from management of our community.

  

  Business Response

  Date: 10/02/2024

  Thank you for your message. This response aims to clarify the policies and address the concerns raised.
  
  Enclave *** does not remove, replace, maintain, or plant palm trees in owners' yards. If an owner wishes to have a palm tree, it is the owner's responsibility to plant and maintain it. Regarding the recent trimming of the palm tree, proof of this service has been requested, as the landscapers were not authorized to perform any tree trimming without approval from the Board. A review of invoices and financial records for 2023 shows no evidence of palm tree trimmingonly tree removals.
  
  During the Board meeting on August 16, 2024, it was noted that a tree company may have inadvertently trimmed palm trees without charging for this service. This situation was discussed at the meeting, and the Board agreed to refund the owner for the tree removal. The Board President has inquired about the necessity of a receipt for the $300 cash payment. While a refund cannot be guaranteed without a receipt, obtaining written confirmation from the tree removal company may suffice.
  In August, communication was sent expressing appreciation for the removal of the dead palm tree, confirming that any associated fines would be waived.
  
  Regarding the billing issue, multiple communications have been made to assist. ACH was set up with the *** in September 2024, and prior payments appear to have been made through the online portal of the association bank. Management does not have any access to the personal portal login used by the homeowner at the association bank. The monthly payment amount was based on the 2023 assessment rate. It is essential to log into the bank portal and update the payment amount to reflect the new 2024 rate at the beginning of each year.
  
  With the new *** ACH process in place, the payment rate will automatically update each year in line with any changes made by the Board.However, any outstanding assessment fees from prior months will still need to be settled to bring the account current.
  
  If there are any further questions or need for additional clarification, please feel free to reach out.
  

  Customer Answer

  Date: 10/12/2024

  I am rejecting this response because:   I initially set up auto pay correctly in March 2023 as directed when first switching over to new sub association management company. I investigated claims made my *********** manager as well as board director. The initial claim was that autopay was not working properly due to me setting up payment method through my personal banking account, I knew this to be untrue, and located original email when setting up monthly autopayments through proper HOA link for automated billing through *************, I have attached the document received from March 2023 when this arrangement was initially set up. Their next incorrect claim was that I did not select 'the proper box'. Upon further investigation, I found the only selections able to be made were 'start date' , 'end date' and 'amount due', I have attached a screenshot of these potential selections, which do not align with the inaccurate claims made by board director ****** or Vision management representative ******. I have also attached documentation from first monthly autopay in April 2023 as well as most recent autopay for October 2024, payment confirmation receipts are identical. In August of 2024, due to false claims made by ****** ******* that I did not set up auto pay methods properly, I re-established autopay methods step by step with a witness present, negating previous autopayment methods setup in 2023 and setting up new payment method effective August 2024. Autopay for September was still inaccurate, they said this was due to needing 30 days do reflect correct set up. If this was true, October's payment would have been correct, which was not, as evidenced in the payment confirmation for October 2024. 

  I have also attached receipt of the payment made to remove the tree acknowledged to be killed from improper trimming from a landscaping company contracted by ****************** HOA. 

  Due to lack of proper response and further lengths taken out of personal expense of time I will be furnish a demand letter to Vision Management and Enclave HOA for expenses and cost of time. Without immediate remedy this matter will be escalated to small claims court for all damages and time associated to this matter.

   

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

  

  Business Response

  Date: 10/15/2024

  Auto pay was not setup incorrectly, it was setup through ************* Directly at an amount of $112.80 per month. The $112.80 per month was the correct amount for the 2023 monthly assessment rate, however, as of January 2024 the dues changed to $135.35 per month. With the change in assessment fees due to the **** the owner would have needed to log into ************* and update the monthly payment amount to $135.35 per month. Since this amount was not adjusted by the owner for 2024, this caused the account to fall delinquent. The *** Payment through our Vision Portal was setup to begin in September 2024, this is a different payment method than the Alliance Payment method that was established in April 2023. The monthly *** process will continue until the owner cancels this payment method, this will be processed for the open Assessment balance. The monthly Alliance payment of $112.80 will also continue to be processed until the owner cancels this payment method.

• Initial Complaint

  Date:09/27/2024

  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 rented the clubhouse in my neighborhood for $100. They asked for a $500 deposit in case theres any damages. I returned the key they inspected it and everything looked good. They cashed the $500 check for the deposit by mistake (they have admitted it was a mistake)On august 8th, 2024, I emailed them about this so I could get it resolved. After multiple emails, phone calls and 7 weeks I still havent gotten my problem resolved. I am always told they will follow up, escalate, etc... 7 weeks and counting. I think this is very unfair and ridiculous that it will take that long for a refund

  

  Business Response

  Date: 09/30/2024

  We will need the resident's full address and community's name to be able to assist. 

  

  Business Response

  Date: 09/30/2024

  We will need the resident's full address and community's name to be able to assist. 

  Customer Answer

  Date: 09/30/2024

  I am rejecting this response because:   Address is *********************************** 
  River oaks 

  

  Business Response

  Date: 10/07/2024

  We have submitted the case to Accounts Recievable  in order to produce the refund for the security deposit to the owner. We are waiting on the reimbursement confirmation. 
  
  
  

  

  Business Response

  Date: 10/09/2024

  First of all, thank you for taking the time to reach out to us so we can have the  chance to address the issue and hopefully resolve it to your satisfaction.  We are in the process of processing your refund and you should be getting an update from your Property Manager within one week.
  If you have additional questions or concerns please do not hesitate to reach out to me ******* Palacios   Email: ************************************************************************************
  
  Thank you
  
  ******* ********
  Division President

  Customer Answer

  Date: 10/19/2024

  I am rejecting this response because:   
  I received an email saying they would mail me a check and now 2 weeks later still nothing. After waiting over one month for a very simple refund, and the situation is VERY black and white it is very obvious that I should get the refund, I would LOVE to get a faster response. 
  

  just like its happened for the last month, it looks like their approach to solve the problem is just to send an email and not do absolutely anything about it. 

  

  Business Response

  Date: 10/28/2024

  Good afternoon Mr *************************** refund was processed and  a refund check was mailed on 10/16/2024. Please reach out to us if for some reason the check has not been received.
  My email address is ************************************************************************************
  
  
  Thank you
  
  

• Initial Complaint

  Date:09/19/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in ******************, ********* *******. This HOA is supposed to provide irrigation service as in the agreement when I bought this property. My sprinkler system has not worked in months. Always some excuse. Useless "property manager" ******* ******** does nothing about it. I pay $462.13 quarterly for NO sprinklers and a half a** gate that is open majority of the time. I want a pro rated HOA bill reflecting a deduction for services I'm not receiving. Otherwise it's court time.

  

  Business Response

  Date: 09/23/2024

  ******* took over managing ****************** in *********, **, on May 1, 2024. The irrigation system had previously been a problem, and the Board worked with the vendor to resolve it. The vendor inspects the property weekly and advises the Board President if any homes fail the irrigation inspection. His home has not been on the list recently. 
  
  
  This homeowner has made multiple complaints and threats of legal action, as well as being very aggressive in his emails to the Property Manager. The homeowner has been very disrespectful, and it has gotten to the point where the association attorney is involved. A cease and desist has been drafted to be sent to him due to his actions towards the management company and the Board of Directors. He has attempted to use his status as a Manatee County employee as a scare tactic. The Board has done everything needed to ensure that the irrigation throughout the Association is up and running. There have been very minimal issues with the gate. The system is designed to open when a code is put in. It does not remain open constantly unless there is a special request from a homeowner, such as having an open house to sell a home. This instance has only happened a couple of times since taking over as Property Manager for this property. 
  
  --
  All the best,
  
  
  Les Nichols | Division President

  Customer Answer

  Date: 09/23/2024

  I am rejecting this response because:   I want what I'm paying for. ******************* My sprinkler system is inoperable...My new sod that I paid over $1300 is dying. You want me to ceast and desist? No problem. You don't do anything for the homeowner anyway. Waste of time trying to get this association to respond. Can't wait to move and I'm not the only one. 

  

  Business Response

  Date: 09/23/2024

  As the management company, we work with the community board members and the vendors to correct any ********** will need to work with the Board on the corrective action needed. The association's attorney is working on the legal work for the cease and desist. It's not a RealManage issue. 
  

• Initial Complaint

  Date:09/16/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in ******************* in ******* NC and for more than 30 days the *** management company has neglected to maintain the common areas in the community, but continues to collect *** **** while the integrity of the community is severely compromised. The entryway signage is no longer visible due to overgrown shrubbery and weeds. The common areas have weeds and grass exceeding six inches in length due to neglect. There are several bald areas where no grass is growing. The dog waste receptacles are not emptied with overflowing trash and no replacement bags. They are reporting an excess of 20k spent on landscaping while they are not currently contracted with a lawn maintenance company and no services are being rendered. The *** management company is in breach of the agreed contract to maintain the the community per the *** agreement.

  

  Business Response

  Date: 09/19/2024

  Dear Homeowner,
  
  
  Thank you so much for reaching out.  There is a backstory to the issues and RealManage, at the direction of the ***** **** Board of Directors, has been working on resolving the issues brought to our attention.
  
  
  The Board of Directors decided to terminate its contract with Down to Earth, which ended on July 24th, due to the lack of services and the poor condition of the common areas. 
  
  
  They signed on with Surface Medics, which began services on July 29th. After their second visit on August 13th, Surface Medics found that the work required was too extensive for their small staff to handle. The vendor canceled the service visit scheduled for Aug.26th and informed the Board of its intention to terminate the contract effective immediately. Since the Board was unsatisfied with the quality of work they completed on the two prior visits, they agreed to end the contract.
  
  
  The association then signed on with Yellowstone on Sept.1st, and several problem areas were identified during the initial walk-through with the vendor on Sept.5th. The contract and the approved proposal for the initial cleanup, which includes the items mentioned in the homeowner's report, are attached.
  
  The initial service date with Yellowstone was scheduled for Friday, 9/6. Unfortunately, they couldn't start services on that Friday due to the rain, and the date was changed to Friday, Sept. 13th, which was also canceled due to the weather. They were, however, able to begin work on Monday afternoon and are in the community again today, working on the initial cleanup by trimming the trees and shrubs around the pool and front entrance and pulling up the weeds growing up the entrance sign. They will also service the only dog station near the pool house and replace the bags. Unfortunately, due to the rain we have had the past few days, they cannot start any mowing or apply the weed treatments yet because of the saturated ground conditions.
  
  
  The scope of work planned for this week will also include removing some of the shrubs from the front of the entrance sign and starting the work needed in the overgrown playground area. If the weather permits and the grounds are dry enough, they plan to start the mowing and the weed treatment applications on Friday. If not, they will begin on Monday. After clearing the playground area of weeds, new playground mulch will be installed.
  
  
  In the future, please feel free to reach out directly to the Community Manager via the ******************* community email ******************************** and we would be happy to answer any questions you may have.
  
  
  Sincerely,
  
  
  ***** ***** CMCA, AMS, PCAM | Regional President, Carolinas

• Initial Complaint

  Date:09/13/2024

  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.

  Realmanage CEO *** ****** and *** ****** are some scammers. My HOA was sent to collections without notice over a past due balance. I've had past due balances many times but never sent to collections without notice. But the real issue is the past due balance is less than half of what the collection agency is trying to collect. They are trying to collect over 1000 dollars in late fees for a ****************************************** to bring my account current unless they blackmail me into giving them an extra 1000 for 500 past due. So the past due balance is 500 and they want ************************* to use the online PMT portal again. This is straight up blackmail and fraud. Ive worked in property management for over *********************************************************************************** communities and neither should anyone else if this is how they do business I would like Realmange to do the right thing and allow me to pay my past due balance without the blackmail fee

  

  Business Response

  Date: 09/16/2024

  Dear ******* ******,
  
  Thank you for reaching out.  In looking at your account, the last payment that was made on your account was on 3/4/2024 for $550.00 and after that payment posted, your account had a credit of $93.67.  You can also access your account online through your resident portal.  There have not been any other payments posted to your account and therefore, you have failed to pay ****** **** June, July, August and now September 2024 monthly assessments which has incurred late/collection fees each month that your account is delinquent.  If a payment has been made, simply verify those payments have cleared as we are happy to investigate your account.  With your account being delinquent since April 2024, your account has been turned over to your associations legal counsel (RMWBH) as notices have been sent to you each month.  ****************** must go through them directly for your account. 
  
  We understand that you visited the local ************* on 9/12/24 and requested to speak with the manager (***) who was not in the office and the support team was able to get him on the phone for you to talk too.  During your communication, you acknowledge that assessments are due monthly, admits to paying every two or three months late. 

  Customer Answer

  Date: 09/16/2024

  I am rejecting this response because:   

  They have locked me out of account and I am unable to login and pay the outstanding balance. They also removed my payment history. I am requesting that my online access be restored so I can make the **** This company is currently trying to charge a 1000 fee for *************************************** bad business practices 

  

  Business Response

  Date: 09/16/2024

  Thank you for your response.  Because your account is already turned over to the HOA attorney, you would need to reach out directly to them about your account and once payment has been made, then the attorney will inform us that your account has been paid in full and your account will be removed off attorney status.

  Customer Answer

  Date: 09/16/2024

  I am rejecting this response because:   

  I Do not accept this businesses response. This business should do the right thing. I am trying to make a PMT to bring my account current and they are not allowing me to make a PMT or restore my online access. This business is trying to steal 1000 dollars from me for a late 500 PMT. This is very shady business practices and they should stop operating like this. 

  

  Business Response

  Date: 09/16/2024

   As an FYI, we have been in constant communication with this owner. On 9/13/24, she sent in a waiver request which was forwarded to the Association.
  
  Regards,
  
  Clint *****
  Attorney - Equity Shareholder

  Customer Answer

  Date: 09/23/2024

  I am rejecting this response because:   

  This response is from the lawyers office that is colluding with the *** to charge these bogus ****** fees. I am trying to bring the account current and would like to make a payment. There are several silly fees (title search, late, validation notice for almost $200, etc). I would like this company to remove these silly ****** charges and allow me to make a payment. 

• Initial Complaint

  Date:09/11/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RealManage dba Grand manors used deceptive practices to slip in $1915 worth of fees at the last minute into my home ******* was actually $2790 until they admitted they made an error and I caught them on it. First, I was required to pay $375 until these additional closing fees were ************ addition, they were actually never even disclosed to me from the **** ifound out through my title company by asking for that information. 0 of these items were disclosed to me until a week before my house was set to close and contract items and *** fee items could no longer be discussed. They forcibly slid these fees in at the last minute to line their coffers in a deceptive practice. They were also dishonest and saying that no 1 at grand Manors could waive these, but that is untrue since they were the party that created these fees. How is that not an extremely deceptive sales practice? The excessive and exorbitant fees were:*** Community Enhancement Fee to GrandManors $875.00*** Resale Certificate to ************************** $375.00*** Transfer Fees to RealManage $125.00 ******************* Fee to GrandManors $540.00I did not receive notification of these until after I was forced to pay the $375 with a credit card.The total of these fees amounts to $1915.They even go to such a length of assessing fees to me that are completely unrelated to the transaction. For example, I am not even living in the community after my house sells but they are assessing an exorbitant $875 improvement fee to me. Eventually, they admitted that their own Board of Directors could change these fees, but ******** the information from me and clearly by the time they admitted this, it was too late. For my time spent in dealing with the *** and their deceptive sales practices along with the mental toll and anguish this has caused me, I am requesting five times of this amount to be sent to me via wire ($9575) before I escalate this matter further through either through class action or other means.

  

  Business Response

  Date: 09/12/2024

  There might be a slight confusion about the GrandManors fee and the community fees. In addition, no fees were slipped; all fees were provided on his Resale Certificate in advance. I have attached it. 
  
  
  The only GrandManors fee was the conveyance fee of $275 and the Resale Certificate of $375= $650 
  
  
  The community fees, which are mandatory and part of their legal documents include the assessments, working capital fee, and enhancement fee. 

  Customer Answer

  Date: 09/12/2024

  I am rejecting this response because:   
  

  I never agreed to these fees nor was I provided the opportunity to acknowledge the fees until I was forced to pay on the day my house closed in order to complete the sale. Not only was I provided the opportunity to acknowledge these fees but I actively objected these fees and real manage ignored my requests.

  this response is completely unacceptable and shows that they did not read through my claim.

  I attempted to have the fees removed, but grand Manors real manage was extremely obstinate in working with me. 
  

  no response will be accepted, except compensation in the amount requested  for the coercive behavior and nondisclosure items.

  further failure to acknowledge my claim, the nondisclosure items on behalf of real manage dba Grand Manors, and failure to provide the appropriate compensation WILL result in legal action, including financial penalties and class action lawsuit, which will result in greater fees assessed to grand manors/real manage and potentially a payout for all residents. 
  

  The Attorney General is already investigating your coercive tactics and nondisclosure items. 

   

   

   

  Customer Answer

  Date: 09/12/2024

  I am happy to upload, but I have email proof showing that I did not agree to these fees and that I actively contested and that I actively requested these fees to be removed before my house sold. 

  However, when my house closed Grand Manors actively took my monies in spite of my active rejection of the fees, even though I requested in writing to them to not take my monies. 
  

  again, I never was provided these fees until I was forced to work over $375 in my house was in closing. Even then, I still rejected the fees and contested them. And even still real manage dba Grand Manors took my monies.

   

  

  Business Response

  Date: 09/13/2024

  Dear Mr. *********************** you for reaching out. I recommend addressing your concerns with your title company, as they received the requested documents in advance for your upcoming closing on August 23, 2024.
  
  Please note that these fees and procedures are standard whenever a home or lot is conveyed within a homeowners association, and are not specific to GrandManors. 
  
  I will address this again- 
  HOA Community Enhancement Fee to *************: $875.00*
  HOA *************** Fee to *************: $540.00*
  Assessments to **************
  
  These fees* are mandated by the governing documents and are paid directly to the association. They are not negotiable, and we do not have the authority to waive them.
  
  GrandManors will not be waiving any required closing fees. 

  Customer Answer

  Date: 09/13/2024

  I am rejecting this response because:   

  I am happy to upload, but I have email proof showing that I did not agree to these fees and that I actively contested and that I actively requested these fees to be removed before my house sold. 

  However, when my house closed Grand Manors actively took my monies in spite of my active rejection of the fees, even though I requested in writing to them to not take my monies. 
  

  again, I never was provided these fees until I was forced to work over $375 in my house was in closing. Even then, I still rejected the fees and contested them. And even still real manage dba Grand Manors took my monies.

   

  Customer Answer

  Date: 09/13/2024

  This is the same response I received before Initiated the dispute. Clearly, this is also An additional falsehood as your Board of Directors has the authority to waive such fee since they created them in the first place.

  Again, you did not have my permission to take these funds from my sale and I have written communication stating so. These fees have already been deemed excessive and proper notice was also not provided to the resident. 

  Myself and my legal team along with the attorney general will proceed with the $9575 minimum that is owed to us. This amount does not include any legal or administrative fees for which we may also be reimbursed for. 
  This BBB dispute consistently will remain open as well as additional complaints and legal action until all monies have been reimbursed for the fraudulent activity on behalf of Real Manage dba Grand Manors.
  

• Initial Complaint

  Date:09/09/2024

  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 have been a tentant at this address for almost 3 years, and since this management company has taken over, the property has been run into the ground. For months there was no one at the leasing office, but because Im in a privately owned unit they wont help me anyways. My HOA fee are $330 (rounded) a month, which is where the $3960 comes from. The property is gated and claimed that is a selling point, however the gate has been broken and consequently opened 24/7 since MAY 2023! I was told I am not to call security for anything other than emergencies, and so parking is a nightmare. I ask for vehicles that are abandoned to be towed and it takes months I no longer feel safe with the controlled access being a joke. The excuses for the gate are that no one will fix, that they need more bids on cost, etc. The money collected in hoa fees should cover the gate-its been long enough! Additionally, the amenities are what supposedly the fees go to keep up, yet all the patio furniture has been removed all summer, the bathrooms at club house are locked (so leasing office gives a key out but theyre closed Sundays), the spa was broken more than half the summer, the gym door was broken and people were getting locked in it proping the door open (and with no security or gate it was a great spot for homeless to shower) the leasing staff said they locked bathrooms because of homeless! All the things I was sold on when I moved in, no longer are maintained! Ive asked my landlord for a breakdown on the hoa fees, and they refuse to provide any documentation! They claim to have board meetings monthly via zoom, yet never email out the link and password to meetings. One time my landlord joined they closed the meeting, another she wasnt given any time to talk because of squatters being the topic for the duration. Last week I had someone climb a ladder over my balcony to take measurements-not an emergency situation (I know because Ive worked on leasing) they gave no warning before.

  

  Business Response

  Date: 09/16/2024

  I would like to provide some clarification regarding our community's management. We are not involved with the leasing office operations. Our community is unique in that one entity, ********, owns and rents 51% of the units. Although they maintain their own leasing office, it falls outside our jurisdiction.
  We acknowledge that there have been considerable delays in repairs. However, I am pleased to inform you that both the spa and the gate have now been repaired. The recent change in the Board has facilitated the approval and initiation of these repairs.
  We recognize that there has been significant dissatisfaction among owners. With the appointment of a new manager and the active involvement of the current Board, we are hopeful that progress will accelerate and that improvements will be noticeable.

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Real Manage is the *** manager for our community located in *************. This is a gated community and the gate has been broken since May 2023. The *** management team has repeatedly told us in the *** meetings that they cannot get a vendor to look at the gate. It has been 16 months and they still have not sent a vendor out. The *** board cannot approve a repair without a quote so the *** blames the problem on the board. Working with vendors to facilitate repairs is the main function of the *** management team. This delay is unreasonable and speaks to the lack of care this company has for homeowners and the communities they represent. As a result of the broken gate, homeless people enter our community, break into cars, vandalize property and dig through garbage bins. All of our pool furniture was stolen as well. The management team does not care about this community and refuses to do their job.

  

  Business Response

  Date: 09/06/2024

  The gate repair was approved by the Board and the work is slated to being September 8 and 9th.
  
  The Board makes all final decisions and there are times when they request additional information. We have a new assigned manager and we hope that will also ensure things progress at a faster pace.
  

  Customer Answer

  Date: 09/16/2024

  Hello, 

  I appreciate that the gate repair was scheduled, however, I want to make clear, as of May 2024, no gate repair quote was given to the ********* for review. Many repairs have taken 6 months or more to be addressed. I understand that a new management team has been put in place and I hope to see positive changes as a result.