Complaints

This profile includes complaints for RealManage Dallas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

RealManage Dallas has 39 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  RealManage Dallas

  6400 International Pkwy STE 1000 Plano, TX 75093-8212

  
• 

  RealManage Charlotte

  8301 University Executive Park Dr Ste 130 Charlotte, NC 28262

  
• 

  RealManage - Blowing Rock

  105 Niley Cook Rd Blowing Rock, NC 28605

  
• 

  RealManage Raleigh

  8480 Honeycutt Rd Ste 200 Raleigh, NC 27615

  
• 

  RealManage Palm Beach Gardens

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

  

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

• Initial Complaint

  Date:08/29/2024

  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 followed the procedure outlined by my HOA management (RealManage) for submission to have window and patio doors replaced in my condo unit. I made the request June 27th, 2024. I have followed up with them over that time period 4 times and their response states that they are waiting for the *********************** review. I keep asking why it is taking so long as I am very familiar with the process being an ********* member myself. I explained the pricing I received from the window vendor is time sensitive. Yet still no results. I have informed them I will give the vendor permission to proceed, and the management company told me if I do, I can be fined. Any help you can provide me will be greatly appreciated.

  

  Business Response

  Date: 09/09/2024

  Mr. ***************************************** is not authorized to make a decision on behalf of the board or ARC Committee for **************** Association. RealManage did receive your submission on 6/28, and the board was notified of this request same day.
  
  According to Community Documents, Rules and Regulations - 3.3 Alterations by Unit Owner:
  No Unit Owner can make structural alterations or modifications to his unit or to any of the Common Areas and Facilities or Limited Common Areas without written approval of the Board of Directors. The Board of Directors cannot approve any alterations, decorations, or modifications which would jeopardize or impair the soundness, safety, or overall appearance of the Condominium Property.
  
  The documents do not speak to a timeline for the board to make a decision.
  We will be more than happy to have the board review again and advise if they are okay with you proceeding, but if they do not make a decision and changes are made, you are at risk of being violated and fined for an unapproved architectural change.
  
  Best,
  
  ***** ************, LCAM | Vice President of Operations
  
  

  Customer Answer

  Date: 09/11/2024

  I am rejecting this response because:   I am not an unreasonable member of my HOA. I have always paid my *** **** on time, even maintaining an ongoing credit on my account. I have supported and volunteered in HOA functions when I could. I have followed the ARC procedure as outlined by RealManage, including paying the fee to submit an ARC (a fee is highly unusual). I am a member of 5 HOAs and have served as board of directors' president for three and secretary of another. I currently serve as an ******* president and have done so for the last 9 years. I am very familiar with the ARC process. It can take as little as 5 minutes for the *** to say vote yes or no. The standard is usually that the owner's request does not violate the architectural look (safety, structure) of the existing community facilities. Doors and windows are the owners' obligation to replace/maintain. Years ago, I was even sent a violation notice from the *** that my windows were milky and needed attention to remedy. I began my investigation of how to fix the issue then. Once I looked at the cost to replace the glass, I decided it was more economical to buy new windows. I have sat through more than a dozen window vendors' presentations. I made a deal a few years ago and lost over $2800 for windows I never received because the vendor blamed the pandemic for receipt of my product. They refused to let me out of the contract because my time to rescind had expired. I have finally found a vendor that I am willing to sign another deal with. To get to this point has taken years. And now I can't get my HOA *** approval. I have sent at least 4 emails since I originally submitted my ARC request asking for a response to my request. The windows meet all the requirements of style, color and in keeping with industry standards of energy efficiency and are generally just a good window and patio doors. There is absolutely nothing that would make them objectionable. I stressed the cost of the windows are time sensitive. My contract says the price is good for 30 days. This approval process is taking much longer than that and THERE IS NO REASON I HAVE BEEN GIVEN FOR IT other than our management partner has not received a response from the *** ************************** WHY? This makes no sense to me. I am trying to follow the procedure.... I know for a fact most owners do not...most times because they are unaware, they need ARC approval.
  I am happy to report that our HOA management community manager called me last week after I submitted this complaint. The conversation was good. He assured me that he will personally follow up with the *** to try to get them to respond to me. Two days ago, I received a response questioning if the color of the patio doors is the correct color. I forwarded that inquiry to my window vendor to verify they are the correct color. He responded with the requested information. The patio doors will be the same color as the window which are the correct colors of our neighborhood. I am hoping this means I will receive approval soon and very soon. That's all I am asking for.
  I appreciate the help the BBB is providing me on this. I am asking that the case not be closed at this time until I can report it has been resolved. If you need me to send the email chain of everything I have said regarding the timeline, I can do that.

  

  Business Response

  Date: 09/11/2024

  Mr. ************************ you for sharing your detailed feedback. We understand the frustration and delays youve experienced with your ARC request, and we truly appreciate your patience as well as your longstanding involvement and commitment to your HOA.
  
  We want to acknowledge the proactive steps youve taken throughout this process, from paying your dues to submitting your ARC request as outlined, and following up diligently. We also appreciate that youve reached out to clarify details such as the color of your patio doors, ensuring that they meet the community's requirements.
  
  As you mentioned, the responsibility for ARC approvals ultimately rests with the Board of Directors and the ************************ Our role is to facilitate that process, and we have no part in the decisions that are made. We are encouraged to hear that the Community Manager has been in touch and is personally following up with the Board to expedite your request. We are committed to continuing this effort until your ARC application is fully reviewed and resolved.

  Customer Answer

  Date: 09/13/2024

  Good day,

  While I appreciate the response, I'm not sure how to reply and what I am able to do with it. What was said does not resolve my issue. It continues to be problematic that it appears we have an unresponsive ********** So, will I be forced to go to court just to get the board to respond or be subject to a fine which I will refuse to pay and then end up in court anyway?

  Perhaps, RealManage can let me know why there is a fee for submitting an ARC?

  Customer Answer

  Date: 09/13/2024

  I am rejecting this response because:   

  Good day,

  While I appreciate the response, I'm not sure how to reply and what I am able to do with it. What was said does not resolve my issue. It continues to be problematic that it appears we have an unresponsive ********** So, will I be forced to go to court just to get the board to respond or be subject to a fine which I will refuse to pay and then end up in court anyway?

  Perhaps, RealManage can let me know why there is a fee for submitting an ARC?

• Initial Complaint

  Date:08/28/2024

  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 collects HOA payments on behalf of **************, our condominium complex. I made the honest mistake of underpaying my HOA beginning in January 2023. So by February 2023 my account was delinquent. Payments were automatic and no statement was emailed or mailed to me. The first and only delinquent notice I received from RealManage was July 22 2024, 19 months after my problem occured. In the meantime the late fees acrued, and accrued and now they expect me to pay over $900 dollars in late fees. I think it's wrong what RealManage did, I believe their delinquency notification process is very delinquent and I think Realmanage should be forced to enhance theire delinquency notification process for other's sake. I would not want this to happen to anyone else.

  

  Business Response

  Date: 09/05/2024

  Owner was upset that she was not getting statements.  After further investigation on her part.  She was getting statement emails.  Just never opened them because it required her to create a resident portal account. (She Stated)
  
  
  After the owners assessment reached over a thousand dollars; which is normally like (2 months payments)  I did a courtesy call and email to the owner advising they are delinquent.  Then after further investigation on my part; I noticed they reason for the late fees was because they were paying every month short.   
  
  
  As a settlement by the Board; the Board believes its an honest mistake.  However, the owner has the responsibility to check the emails and open them.  Therefore, the Board offered to waive 50% of the late fees.  But they have to bring their account current.   They accepted the settlement.
   
  Regards, 

• Initial Complaint

  Date:08/27/2024

  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.

  January 12, 2024 $75 HOA plus all new fees We have provided bank statements, front and back photos of paid check, electronic tracing of transaction and bank letter from USAA showing proof of payment. They continue to state the amount has not been paid and have now added a bunch of fees. We have continuously paid our HOA fee on time every month without resolve. Emailed their representative directly without and resolve.

  

  Business Response

  Date: 08/28/2024

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

  Customer Answer

  Date: 08/28/2024

  Address: ****************

  HOA: Fox Crossing

   

  Bank Statements, photo of front and back of check, electronic tracing and letter from bank/USAA has already been provided directly to HOA.

  Customer Answer

  Date: 09/03/2024

  I have reviewed the business response and accept this resolution. 
  

  address ****************

  ************* Crossing

   

  All proof of payment has been sent to Management: bank statement, front and back photo of paid check, electronic tracing and letter from Bank/USAA.

  Please let me know how this is not enough proof to show we made a payment.  Our HOA account should be credited for what came out of our account to pay for February 2024 dues.  It was paid well ahead of the due date.

  

  Business Response

  Date: 09/03/2024

   We no longer manage Fox Crossing (last date of management was January 31, 2024). They are managed by AAM.
  

• Initial Complaint

  Date:08/27/2024

  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.

  On August 7, 2024, *********, ** experienced a severe rainstorm due to Hurricane *****. On August 8, 2024 while the rain was still occurring, our condo tenant contacted my husband (****) about ceiling leaks due to the rainstorm. **** phoned our ********************************* Association on August 8, 2024 at 9:50am about the ceiling leaks due to the storm, and spoke with ***** who stated that she would leave a message for ******* (Assistant Community Manager). ******* *****, Assistant Community Manager, phoned on August 12, 2024 and requested that we send photos to her at ********************** and we sent photos. ******* followed up with an email on August 12, 2024 at 11:55am stating that a work order has been submitted and the vendor will be in contact for repair this week. I emailed ******* on August 15, 2024 because we had not heard from the restoration vendor, and the mildew/mold odor had gotten worse. I also stated that the roof vendor inspected the roof on August 14, 2024. I didnt receive a response from *******, therefore, I emailed her again on August 19, 2024 requesting an urgent response to the water damage from the storm on August 7-8, 2024 which caused mildew/mold. I also stated that we still hadnt heard from the vendor, and the problem continues to escalate. We still didnt receive a response from ********************, August 23, 2024 at 2:12pm, we received an email from ******* ***** stating that The *** will not cover the interior because the leak is coming from the inside which is owner responsibility. If the leak was coming from the roof, the water stains would be on the ceiling. **** immediately phoned the *** and asked to speak with *******, and a representative stated that ******* was unavailable.

  

  Business Response

  Date: 09/09/2024

  Ms. ****************** value your membership in your Community and appreciate your commitment to your community. The Association is overseen by a dedicated Board of Directors, volunteers from your community. RealManage assists the Board with day-to-day operations but does not have the authority to issue fines, adopt rules, or resolve disputes on behalf of the Board. We have previously communicated this to you, highlighting that any further concerns should be directed to the Association.
  
  When you reported a roof leak with photos that were sent showing both the walls and ceiling being affected, our management team responded on 8.12.24 confirming that a work order was generated, and the work authorization was sent to ** on 8.12.24. RealManage then responded on 8.15.24 because you were advised that the roof did need repair however the interior would not be covered because the vendor advised that the interior repairs were not due to the roof. We received your additional communication on 8.19.24 disputing the response received. A second work order was submitted on 8.20.24 and the authorization emailed to ** for repair. 8.23.24 the vendor reported the same findings and patched the roof issues but did not complete any interior repairs because there were several leaks inside the home. RealManage then communicated this to you and the notes were sent to the Board from the vendor as well to confirm that the interior was the owner's responsibility. The only interior that would be repaired was the ceiling which as work order was submitted on 8.27.24.
  
  The ********* is also still waiting for plumbing report that reflects where the damages came from that was requested by the board.
  
  As a reminder, we at RealManage work at the direction of the board as governed by your associations community documents. We do not get to decide what is covered or not covered as it is dictated by the governing documents you agreed to abide by when purchasing your home.
  
  Please feel free to send over the outstanding plumbing report as requested by the board to your community manager and we will be happy to forward to the board for further review.
  
  Best,
  
  
  ***** ************, LCAM | Vice President of Operations

  Customer Answer

  Date: 09/19/2024

  My husband, ******* ******* spoke directly with the both vendors. On August 14, 2024 about 1:30pm , *********************** responded to **********************. When **** arrived, 2 men were on the roof.  After they climbed down off the roof, I spoke with one of the men. He told me he patched up some areas that were exposed and cleaned the front and back gutters. I pointed out a piece of vinyl siding that was broken near the fireplace chimney that was also exposed. He said he had entered the home earlier and took pictures of the damaged area. Note: There were two pictures that were taken that wasn't part of the storm damage. One was the kitchen ceiling next to the air vent and the laundry room ceiling. They were not authorized to take those pictures and send them as part of the damage. He also stated it would take the next rain to know if the patch job worked. On Friday, August 30, 2024, **** ***** from *********************** stated that he was enroute to make repairs to the roof at **********************************************************. I told him on August 14, 2024, a roofing company from RealManage came out and made the repairs. After reviewing his notes, he saw that a workorder was done on the roof. He stated that he would not go to the site because the repair to the roof had already been done by the first vendor.

  Leak 1: As shown in the pictures, 2md floor bedroom facing the fron the condo was leaking from the ceiling that leaked onto the floor that caused a leak in the ceiling on the 1st floor. The leak was near the fireplace as shown in the pictures. Leak 2: In the same bedroom in the closet, a leak in the ceiling that caused water to run onto the floor, and saturated the carpet on the floor. The water from the leak seeped through the floor and caused major leakage in the 1st floor coat closet. The water from the 2nd floor closet spread throughout the closet from ceiling into the front foyer ceiling  as shown in the pictures. Water also seeped under the foyer landing which soiled the carpet at the front entrance. There has been several rainy days since the roof was repaired and there were no signs of leakage from the ceiling.

  NOTE: The 2nd vendor didn't go onsite because the repair work was completed by the 1st vendor. The 2nd vendor stated that his presence and inspection was needed because he would not be confirming his own work, only the work of the 1st vendor who completed the roof repair by patching it up.

  Customer Answer

  Date: 09/19/2024

  A 2nd different vendor wasn't sent to **********************************************************. RealManage sent the same vendor twice. This is why the *********************** stated that they wouldn't go to the site because they were the first and only vendor who made the roofing repair by patching the roof. 

  Customer Answer

  Date: 09/19/2024

  As of today, September 19, 2024, we haven't had any communication from ******* with RealManage regarding any repairs that were completed at ************************************************************. ******* emailed on August 27, 2024 and stated "We can send a vendor out; however, if it is determined that the leak isn't HOA related, you will be responsible for the invoice and reimbursing the Association. A work order will be submitted today. This was the last communication that was received from ******* at RealManage regarding vendors and repairs at ************************************************************************. ******* ******* bought 2 fans and several containers of Damp Rid Moisture Absorber to the condo because of the water damage and moisture, and he also took a dehumidifier to help remove some of the water from the air on August 9, 2024. The odor inside the condo was very bad.

  

  Business Response

  Date: 09/23/2024

  Mrs. ********************* you for bringing this matter to our attention. We value transparency and appreciate the opportunity to clarify the situation regarding the work order for the roof leak.
  
  Upon receiving the initial complaint, we promptly addressed the issue by sending out a roofing company to assess and repair any roof-related leaks, as directed by the board. The roofing company completed the necessary repairs, and it was confirmed in the technicians notes that there were multiple leaks inside the property, which were not related to the roof. This information was communicated directly to the homeowner, including the need for the homeowner to provide proof that any further leaks were not stemming from interior sources.
  
  Once the exterior roof repairs were completed, the work order was closed, and the homeowner was notified of this closure.
  
  We continue to remain available for any further discussions or reviews of this matter if needed.
  Please feel free to reach out if additional information is required or if further action is needed on our part.
  
  Thank you for your understanding.
  Sincerely,

  Customer Answer

  Date: 09/26/2024

  I am rejecting this response because: We, the owners, contacted a plumbing company to conduct an inspection inside the unit. The professional technician arrived at the unit today during the rain and inspected the unit. In addition to the technician's report, please reimburse us for the cost of the inspection. Please see attachments. Thank you.

  Customer Answer

  Date: 09/26/2024

  Additional documents 

  Customer Answer

  Date: 09/26/2024

  Additional document

  Customer Answer

  Date: 09/26/2024

  Additional document

  Customer Answer

  Date: 09/26/2024

  Additional Information: There are at least 3-4 other condos/maybe more (including the condo beside our condo) that have the same type of damage that is roof leakage related.

  

  Business Response

  Date: 11/08/2024

  Hi Hannah,
  
  The BBB has come back asking for a third response for **** ******* Complaint ID # ********. What do we need to do to get this complaint closed? 
  
  Thank you,
  ********* ****** | Marketing Specialist

  

  Business Response

  Date: 11/11/2024

  Dear Mrs. ****************** appreciate you reaching out to clarify your concerns. Our goal is to ensure each residents comfort and satisfaction with their home and the community.
  We understand that you arranged a plumbing inspection due to observed damage within your unit, and we recognize the inconvenience this situation has caused. After review, the board has approved covering the cost of repairs for the interior damage, and they have also agreed to reimburse 50% of the plumbers inspection fee. This decision was based on findings from our own plumbing assessment, which indicated multiple sources contributing to the leaks.
  
  To proactively address any potential issues, the board and management arranged for a thermal drone inspection of the entire community last week, with the goal of identifying and prioritizing roof repairs or replacements as needed. The ********* is committed to ensuring long-term improvements and minimizing disruptions for all residents.
  Thank you for your patience and understanding as we work to resolve this situation. If you have further questions or require additional assistance, please dont hesitate to reach out to your Community Manager.
  
  Sincerely,
  RealManage *********

• Initial Complaint

  Date:08/26/2024

  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.

  RealManage is the property management company for my ***. My home flooded two months ago and per the bylaws and declaration the responsibility falls under the *** to fix the issue so that I can get my home back in living conditions. RealManage has failed on so many levels and is blatantly ignoring responsibility.

  

  Business Response

  Date: 08/29/2024

  Please keep informed that I've been working with the owner at 1805 since June 26th, 2024 when she originally contacted RealManage claiming building 18 had a huge leak and someone needed to get out to the community asap. At that time, the CAM and the board president rushed out from our jobs to the community to find that unit 1805 was only affected by the internal leak from her unit. 
  
  On July 1st, 2024, the homeowner emailed RealManage to request for our insurance information, which was given to her. Shortly after, we received a claim inquiry from our carrier ***************** **************** sent the third party ******** on behalf of Transverse Specialty Insurance Company)broker) to inspect property for damages outside of the report given from homeowner's plumber American Leak Detection. 
  
  Also, we received an update from ******** advising that this homeowner has submitted multiple claims in the past for the same issue. We asked to see if there was an accepted claim in the past, and we were told no.
  
  ******** advised Retreat at *********** $100,000 water deductible, and unit 1805 estimate for American Leak Detection is for $35,700 of which $34,650 is for access for the pipe repairs and that do not fall under coverage. 
  
  After confirming all details with the board of directors, they've also agreed and decided not to move forward with accepting the claim. We've sent the attached letter to the homeowner and she continues to push back. 

  

  Business Response

  Date: 08/29/2024

  Please keep informed that I've been working with the owner at 1805 since June 26th, 2024 when she originally contacted RealManage claiming building 18 had a huge leak and someone needed to get out to the community asap. At that time, the CAM and the board president rushed out from our jobs to the community to find that unit 1805 was only affected by the internal leak from her unit. 
  
  On July 1st, 2024, the homeowner emailed RealManage to request for our insurance information, which was given to her. Shortly after, we received a claim inquiry from our carrier ***************** **************** sent the third party ******** on behalf of Transverse Specialty Insurance Company)broker) to inspect property for damages outside of the report given from homeowner's plumber American Leak Detection. 
  
  Also, we received an update from ******** advising that this homeowner has submitted multiple claims in the past for the same issue. We asked to see if there was an accepted claim in the past, and we were told no.
  
  ******** advised Retreat at *********** $100,000 water deductible, and unit 1805 estimate for American Leak Detection is for $35,700 of which $34,650 is for access for the pipe repairs and that do not fall under coverage. 
  
  After confirming all details with the board of directors, they've also agreed and decided not to move forward with accepting the claim. We've sent the attached letter to the homeowner and she continues to push back. 

  

  Business Response

  Date: 08/29/2024

  Please keep informed that I've been working with the owner at 1805 since June 26th, 2024 when she originally contacted RealManage claiming building 18 had a huge leak and someone needed to get out to the community asap. At that time, the CAM and the board president rushed out from our jobs to the community to find that unit 1805 was only affected by the internal leak from her unit. 
  
  On July 1st, 2024, the homeowner emailed RealManage to request for our insurance information, which was given to her. Shortly after, we received a claim inquiry from our carrier ***************** **************** sent the third party ******** on behalf of Transverse Specialty Insurance Company)broker) to inspect property for damages outside of the report given from homeowner's plumber American Leak Detection. 
  
  Also, we received an update from ******** advising that this homeowner has submitted multiple claims in the past for the same issue. We asked to see if there was an accepted claim in the past, and we were told no.
  
  ******** advised Retreat at *********** $100,000 water deductible, and unit 1805 estimate for American Leak Detection is for $35,700 of which $34,650 is for access for the pipe repairs and that do not fall under coverage. 
  
  After confirming all details with the board of directors, they've also agreed and decided not to move forward with accepting the claim. We've sent the attached letter to the homeowner and she continues to push back. 

  

  Business Response

  Date: 08/29/2024

  We have been actively working on this matter since June 26, 2024, when you initially contacted RealManage about a significant leak in Building 18. At that time, both the CAM and the board president promptly responded to assess the situation and determined that the issue was localized to an internal leak within your unit.
  On July 1, 2024, you requested our insurance information, which we promptly provided. Subsequently, our insurance carrier, ***************** involved Sedgwick (representing Transverse Specialty ****************** to inspect the property and evaluate any damages beyond the report from your plumber, American Leak Detection.
  ********** assessment revealed that there have been multiple past claims for similar issues from your unit. After our inquiry, we confirmed that there were no accepted claims in the past. The current estimate from American Leak Detection amounts to $35,700, of which $34,650 pertains to access for pipe repairs, an expense not covered by our policy.
  After thorough review and discussion with the board of directors, a decision was made not to proceed with accepting the claim. We have sent you the attached letter detailing this decision, but it appears that you have continued to contest it.
  If you have any further questions or need additional clarification, please feel free to reach out.

  Customer Answer

  Date: 08/30/2024

  I am rejecting this response because:   
  

  June 26, 2024 *********************************** and *** *** came to my home and walked in and walked out while the clean up crew was working. There was no assessment. I emailed asking for the insurance information, bylaws, and declaration information and was told I could find it myself.  This is the first and only claim on the damages due to the plumbing. The claim that there have been several requests or claims prior for this issue is false. The responsibility falls under the *** per the bylaws. 

  

  Business Response

  Date: 09/03/2024

  Please keep informed that I've been working with the owner at 1805 since June 26th, 2024 when she originally contacted RealManage claiming building 18 had a huge leak and someone needed to get out to the community asap. At that time, the CAM and the board president rushed out from our jobs to the community to find that unit 1805 was only affected by the internal leak from her unit. 
  
  On July 1st, 2024, the homeowner emailed RealManage to request for our insurance information, which was given to her. Shortly after, we received a claim inquiry from our carrier ***************** **************** sent the third party ******** on behalf of Transverse Specialty Insurance Company)broker) to inspect property for damages outside of the report given from homeowner's plumber American Leak Detection. 
  
  Also, we received an update from ******** advising that this homeowner has submitted multiple claims in the past for the same issue. We asked to see if there was an accepted claim in the past, and we were told no.
  
  Sedgwick advised Retreat at Town Centre $100,000 water deductible, and unit 1805 estimate for American Leak Detection is for $35,700 of which $34,650 is for access for the pipe repairs and that do not fall under coverage. 
  
  After confirming all details with the board of directors, they've also agreed and decided not to move forward with accepting the claim. We've sent the attached letter to the homeowner and she continues to push back. 

• Initial Complaint

  Date:08/22/2024

  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.

  Neighbor has a leak he refuses to fix. HOA bylaws state HOA needs to fix it if he won't and they aren't. Please see attachments for more detailed explanation.

  

  Business Response

  Date: 09/03/2024

  We are the agent for the board of directors of Manors of Oak ***** Condominium Association (the Association), which is elected by the Association members each year. Mr. ******* lives in a condominium association governed by a Declaration of Condominium Ownership and the Illinois Condominium Act. We are not the community's decision-makers, although we provide consultation based on our years of experience.
  
  Mr. ********* complaint involves a unit-to-unit leak in which the above unit has not cooperated. The community association management team from RealManage and the Manors of ************************** Association *oard have been actively involved with this situation. The association has used every resource available to find the appropriate resolution for Mr. ******** including the villages involvement. The * unit owner is negligent and retained legal counsel instead of completing a necessary plumbing repair. To make the appropriate repairs, both units must be accessed. *y law, the association has a right to access units only when specific protocols are met. Legal counsel for the * unit and that owner have prevented that access for the association from completing the plumbing repairs. The associations legal counsel has been working on a settlement agreement with the * units attorney. This process has taken a long time because each time a verbal agreement was made, it fell through because the * unit owner would not sign it. Progress has been made this last week in August, and it appears this issue will soon be resolved.     
  
  The community association manager has continued to update Mr. ******* throughout this process whenever possible. We understand this experience has negatively impacted Mr. ******* and apologize for the frustration the leak between him and his upstairs neighbor has caused him.
  
  *est regards,
  

  Customer Answer

  Date: 09/03/2024

  I am rejecting this response because:   

  This issue is still not resolved. *** lawyer informed me that agreement was met with unit B on August 30 and repairs would be done on September 3 at 8am. This was a lie. No agreement was signed and no work was done. I called the lawyer and confirmed this.

  To address your line in the reply starting you (HOA) have done everything you could. I disagree, you could have taken unit B to court long ago, HOA management claims they don't want to go to court over a "small" issue.

  The village involvement has seemed to help things as some work was done, but we won't know if it's actually fixed until you can convince or force unit B to test it. Also some work was done but not all work.

  The lawyer claims an agreement will be signed in the next day or so, but I don't really believe that.

  

  Business Response

  Date: 09/11/2024

  RealManage is the agent for the board of directors of Manors of Oak ***** Condominium Association (the Association), which is elected by the Association members each year. Mr. ******* lives in a condominium association governed by a Declaration of Condominium Ownership and the Illinois Condominium Act. We are not the community's decision-makers, although we provide consultation based on our years of experience.
  On September 3rd, the associations attorney confirmed the appointment for 9/5 at 8:00 a.m. for the plumber to need access to Mr. ********* unit. He also provided Mr. ******** with the plumber's name and license number to ensure they were licensed and bonded. On September 5th, Rosss plumber entered unit 734 B and proceeded to fill the tub beyond the overflow to check for leaks. While we were in unit 734 A, we noticed a small leak coming from the gasket that seals the overflow plate to the overflow pipe. Because the overflow pipe was not leaking, and in good working condition, we replaced the overflow gasket which was the source of the leak. We opted not to remove the existing overflow pipe as we did not want to disturb the plumbing that was in good working order. We noticed work had been done to the existing plumbing and could not guarantee that disturbing their work wouldnt lead to additional leaks/issues down the road. On September 10th, The association attorney forwarded a copy of the executed settlement agreement to Mr. ******** along with an explanation from a third-party plumber about the repairs made. The Association Board is satisfied with the current state of the pipes and that no further action will be forthcoming to force **** and his attorney to replace the standard tub waste and overflow. The Board will now consider this matter closed.

  Customer Answer

  Date: 09/12/2024

  I am rejecting this response because:   

   

  I will accept it as closed if real manage formally apologies for their handling of this situation.

• Initial Complaint

  Date:08/08/2024

  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.

  This company poorly manages our community. I have been over paying for grounds services and I can never get the trash picked up, they make it super inconvenient on purpose to contact for any dispute and they manage their money poorly. I really need someone to call me in regards to this matter please

  

  Business Response

  Date: 08/19/2024

  8.15.24 We are trying to contact this homeowner. He hasn't returned our call but we will follow up today.

  8.19.24 We called him again today. I asked the manager to try again today and if he doesn't answer to call tomorrow. (8.20.24) 
  
  

  
  

  

  Business Response

  Date: 08/20/2024

  This is a recap of my conversation with **************** earlier this afternoon. **************** was pleasant and understanding.
  *************** shared frustration with the grounds keeping crew work performance in the community. He shared he feels a section near his unit does not receive the same level of maintenance as the more visible main streets.
  I shared with **************** that I will follow up with the groundskeeping crew to ensure they are maintaining all the common area property.  

• Initial Complaint

  Date:08/08/2024

  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.

  I have been trying to talk to someone at real manage for over 6 weeks about a charge on my hoa bill of $1532.05 charged in April 2024. This is not an itemized bill, the line item simply states reimbursement for services rendered. Now they are charging additional fees on this, and no one returns my calls despite requesting escalation and promises of callbacks or emails have not happened. Ive sent certified letters to both the local hoa and realmanage with no response from either. No one seems to have an explanation nor do they want to talk to me or provide an explanation of these charges. Ive called and left messages a dozen times. The property in question is at **************************************************************************

  

  Business Response

  Date: 08/15/2024

  Thank you for taking the time to reach out to us.  *************************** LCAM has been direct contract with the unit owner to explain and clarify and the charges in the ledger.  If there are additional questions, please do not hesitate to contact the Director over the account. ***************************** at  Email: ********************************************************
  
  
  Sincerely,
  
  
  
  *******************************
  Division President

  Customer Answer

  Date: 08/15/2024

  I am rejecting this response because:   It says ****** contacted us and no one at all has contacted us. I have yet to hear from anyone at realmanage

  Customer Answer

  Date: 08/15/2024

  This invoice clearly shows the work was done in the unit above us and should have been billed to ****** at the ***** address where the toilet was replaced. No one had reached out about the error made in billing

  Customer Answer

  Date: 08/16/2024

  Now they are demanding we pay for the plumbing work done on the upstairs unit that was leaking water into our unit. Please see the email thread. This is outrageous and makes no sense whatsoever. 

  

  Business Response

  Date: 08/22/2024

  Good afternoon 
  
  
  After doing some additional research, it was discovered the charges were added in error.
  Charges will be removed and it will be reflected in the unit owners ledger in the next few days. 
  
  
  Thank you for bringing this matter to our attention.
  
  
  
  
  *******************************, LCAM, CMCA, AMS  |  Division President   |  SE *******

  

  Business Response

  Date: 08/22/2024

  Good Afternoon. ****** and the CAM spoke with the vendor to get more clarification on the repairs. The vendor determined that there was in fact a leak in the *** piping that ran in between the two units, which would be the responsibility of the Association. We will be removing the charge from the unit owner's account. The case has already been put in with AR to have this removed. We apologize for the inconvenience to the owner. 
  
  Sincerely, 
  ***********************, LCAM, CMCA | Senior Vice President - SE FL Division 

  Customer Answer

  Date: 08/22/2024

  I have reviewed the business response and accept this resolution. I will check on a few days to make sure the charges have been removed. Thank you.

• Initial Complaint

  Date:08/05/2024

  Type:Sales and Advertising 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.

  The company unlawfully attempting to collect a debt. The sent my account to ************************** and ****** ****************** and hasnt made any attempt to reimburse/adjust my account for home damages caused by their vendors. I have made several attempts and provided proof of home damages/loss and prior to and currently and there hasnt been no response on property damages for neither parties. This company caused damage to my home by allowing vendors to use my utilities ( water and electric) to pressure the entire community. This caused major damage to my piping and spigot, water intrusion into my home, widows and concrete damages. I have sent videos of proof, photos of the vendor during the time of pressure washing. Immediately, notifying the company of this issue, the company had a portable water supply the following day to complete the small amount of the project as they had utilized my utility to do most of the work. The HOA/Real Managed locked me out of my account , advanced me to only contact ************************** and ****** and is refusing to accept any fault of damages to my home.

  

  Business Response

  Date: 08/14/2024

  The Owner was sent to collections for having an outstanding balance on her account for non-payment of assessments. The Owner is still allowed access to her account on the Resident Portal however, is unable to make online payments because all payments should be made directly to the Collections Attorney who is handling her case.
  
  
  Other than the water usage, it was not clearly communicated to the Board that the vendor used the ******************* to service other units. Once notified of the claimed damages and water usage, the Board of Directors attempted to compensate the Owner but never received a proper water bill as requested. The Association did repair the damaged concrete steps leading to her front door recently to which the vendor used her electrical outlet to perform the repairs. The electricity was not used for any other units other than her own. Unfortunately, the vendor did not forewarn the Association Manager when the repairs would be scheduled to provide proper notice to the Owner, nor did the vendor disclose the power source. However, it was necessary for the vendor to plug into the outlet in order to perform the repairs to the concrete steps.
  
  
  
  All other claimed damages the Board disagrees to have been associated with the project and has requested proof that they were caused by the painting/pressure washing vendor. It is suggested that the piping could have been damaged by repairs performed to the water meter, and not that of the painting/pressure washing vendor. Furthermore, the Association also requested a picture of the unpainted front door but has yet to receive it. Once received, the Board agrees to paint the areas that were not completed. 
  
  

  Customer Answer

  Date: 08/22/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/04/2024

  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.

  RealManage (RealManage acquired ********* Properties Mgmt *************** HOA BOD have not kept up The Village of Prestwick covenants for over 5 yrs. Myself and numerous other residents have requested meetings / email communication / phone calls - any form of communication with the Prestwick BOD to resolve the many problems affecting safety, home values, and quality of living in The Village of *********. ***************************************** ****************** Enforcement have been been involved and stated emphaticallyt "your HOA iirresponsibilty is the contributiong factor with all the issues within Prestwick. Specifically:* Junk vehicles on street - some over 6 months with no tag & abandoned.* Parking on street / sidewalks, grass - HOA covenants prohibit parking anywhere in these areas. Fines are to be levied per covenants.* Appearance of home grass areas, common areas - park, dog park. Mudholes on front or properties due to parking on grass. Vines taking over shrubbery line at rear of those homes that back up to common wooded area on ************** (all homes that have odd number ending address on **************).* The Village of ********* has become 75% renters. ********************************** should have monitored and prevented. Home values are now significantly affected.* No response from Prestwick BOD on numerous requests to discuss / address the community issues affecting safety (speed ************* limit signs needed, signs posted stating no parking on street, grass or sidewalk), & quality of life - i.e. noise issues. AGAIN ASIDE FROM THE ABOVE - HOME VALUES HAVE SIGNIFICANTLY DEPRECIATED. REALTORS STATING THE OPTICS OF THE COMMUNITY ARE THE WORST THEY HAVE SEEN ALONG WITH THE COMMUNITY HAVING 75% + RENTERS.

  

  Business Response

  Date: 08/08/2024

  Dear **************,
  
  Thank you for your recent communication regarding various concerns within The Village at *********. We would like to address each of the points you raised to ensure clarity and provide you with an update on the actions taken.
  
  Meeting *********************** extended an invitation for you to attend a board meeting; however, we did not receive a response from you. Your management team has been diligently responding to your emails, many of which have been duplicates. You were the only homeowner, to our knowledge, who requested a meeting with the Board.
  Police Presence: It is our understanding that the ***************************************** Police Officer you mentioned resides in The Village at *********, as a police vehicle is consistently parked on the street during inspections.
  Irrigation Meter ***************************************** inspected what you had reported as an electrical pole, which was, in fact, an irrigation meter pole. The inspector requested that the leaning irrigation meter pole be re-repaired. This pole had been previously repaired by ********* Properties, and we have requested their team to revisit the property to address this issue. Your management team will follow up with ********* Properties to confirm the completion of this work order.
  Street Parking and Vehicle Concerns: The streets in your community are public, and the ********* does not have the authority to tow vehicles. The majority of the vehicles referred to as "junk vehicles" have since been removed by unknown owners. It is possible that these vehicles were not abandoned but rather parked or stored by residents of the community. Unfortunately, no homeowner, including yourself, has been able to identify the owners of these vehicles. If the owners are identified, we are happy to send the owners a letter addressing the vehicles. We also encourage residents to report alleged abandoned vehicles to 311 as this issue is outside of *** jurisdiction and/or authority. Residents may petition the correct authorities for street signage, speed humps, etc.; however, the ********* and management do not have the authority to install street signage, speed humps/tables, and/or manage the public streets.
  Landscaping: The condition of the landscaping has been brought to the attention of your current landscaper, and management has discussed the concerns of both the homeowners and the Board with your landscape vendor. The landscaper indicated that recent weather conditions, particularly consistent rain, have contributed to the rapid growth of the grass, making it difficult to maintain. The Board has decided to seek a new landscaper and is in the process of finalizing bids. A thirty-day termination letter will be provided to the current landscaper at the boards direction and timing.
  Mudholes: The landscaper has inspected the mudholes and informed us that they must be treated during the appropriate season to ensure the grass can grow back properly. In the meantime, they have applied hay to the affected areas.
  Covenant Fines: We are not aware of any fines related to covenants as mentioned in your communication.
  Rental Cap: There is currently no rental cap in place for The Village at *********. The Board has made two attempts to implement a rental cap by sending a voting poll to the communitys homeowners. However, the covenants require 67% approval from the homeowners to add a rental cap to the CC&Rs, and the *** received very little response from the community on both occasions.
  Noise and Crime Concerns: You mentioned that the noise and crime issues were coming from a neighboring community, not The Village at *********. Unfortunately, RealManage is unable to address issues occurring in neighboring communities. Management encourages you to report noise ordinance and crime issues to your local authorities.
  Property Rentals: As we have previously discussed with you, without a rental cap, the Board cannot control who purchases or rents property within the community. Although the board has attempted to implement a rental cap, they cannot move forward without the necessary approval from homeowners.
  CMPD Communication: The ***************************************** ***************** (CMPD) has not directly contacted RealManage or the Board. However, if CMPD has any recommendations or advice that could benefit the community, the Board would welcome it, as well as any suggestions from the homeowners. The most pressing issue remains the parking on public streets.
  Settlement Requests: We have shared your desired settlement requests with the Board. An email will be sent to your email on file with management with their response.
  
  Thank you for bringing these concerns to our attention. We are committed to addressing concerns with fairness and transparency in our communities.  
  
  Best,