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:08/02/2024

  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 lived in *********** 2 for over a decade, paying annual *************** in full every single year since living here. For several past years, I have received threatening letters about a late fee on annual dues, and that late fee accrues interest charges; however after years of inquiry to the *** management company, no one can explain to me was every paid late in the first place to commence this penalty on my account. I have email strings to demonstrate this back and forth communication. Now, at the time of selling my house, processes between the title company and hoa prevents the sale of a home unless balances are all paid. in other words, the *** will not work with me on this mysterious late fee, nor can they explain the origin of it. Still, i have to pay the fee as a means of closing out the sale of my home. To me this is a a tactic of extortion to residents and a means of making more revenue unethically, as the *** has no one to answer to and full power to prevent the sale of real property, in this case my primary residence.

  

  Business Response

  Date: 08/06/2024

  After reviewing your account, it was ascertained that the balance originated from an amount the previous management company ******* management) provided to our company when we took over management. We were able to find your resident file that the former management company *******) provided to GrandManors during the transition. We sent that to you on July 24, 2024.  To request a waiver of these fees you can email the request over to the management team and they will be sure it is submitted to the board for fee waiver consideration as soon as possible.
  

  Customer Answer

  Date: 08/06/2024

  I am rejecting this response because:   

  While I appreciate ****** was very nice and responsive to send me over the attached statements, the core issue remains that no one can explain to me what was ever paid late in the first place to start up this string of fees. I don't feel that I, as the paying resident (with history of paying in full every year I have lived here), should bear the burden of defending myself in front of a board when the fees are not explained in the first place.

  In other words, what would I be defending in front of a board? I am being told I am guilty and need to pay something, but no one is able to tell me what I am guilty of. This has now taken alot of time trying to understand the root cause, communicating back and forth, receiving legal threat letters in the mail, etc; quite frankly I feel criminalized and subject to a penalty without anyone telling me what infringement occurred. This is not acceptable, it is unethical, and overall bad business.

  Best Regards,

  ****

  

  Business Response

  Date: 08/13/2024

  While it is not necessary for the homeowner to appear before the board at this time, they are more than welcome to request that. The homeowner can also simply request a fee waiver to be presented to the Board for their review. Management will present the request to the board, either at a meeting or via email, and the board would decide, and we would reach back out with the outcome. In efforts to help explain further where the balance came from, the team dug into the records from the previous management company **************  even further and located the attached statements. They also located an email that was saved reflecting that a partial waiver was granted back in 2018, and at that time not all the fees were waived thus a balance continued to roll over yearly and then  subsequently onto the owners account when ********************** transferred to GrandManors. 
  
  

  

  Business Response

  Date: 08/13/2024

  Here is what was located!
  

• Initial Complaint

  Date:07/18/2024

  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.

  7/9/24 I received a reminder notice for amount due $205.00 assessment Collection fees ****** late fee ****** and NFS $35.00 I have been trying to get this issue resolved since 2020. I spoke to ***** our *** director at that time about a bill I received. ***** informed me that I would need to present the issue to the board at the *** meeting. I attended the meeting I brought the issue to the board then they stated I needed to write and letter and then put in a motion. I would also need to continue attending the board meetings to present the information. I continued this process until 6/2020. At that meeting my information was present and the board agreed with ***** to dismiss. Well months went on this was never corrected. I then contacted Brown management several times and spoke with several different staff as they have a high turnover rate. Then out of nowhere our *** meetings stopped. I don't even remember when we had the last one. I then left several messages and received a call back and then was informed i needed to write a letter about my issue. So, I did. Then I was informed the letter was denied. I asked to appeal and was informed someone would contact me, that never happened. I then spoke to a gentleman ******* about the information who would then forward the Information about the appeal. Again, nothing. I then received this letter and left a voicemail and still have not received a call back. Nothing around our community gets fixed or added where they should continue raise our rates. Things we requested at the *** meetings don't happen, they are not consistent with the meeting, they don't update homeowners on any new information, people's yards in our community are horrible. Our *** does nothing for **********************. This issue is going on 4 years! I would like the $455.00 collection fee, $****** late and $35.00 NFS to be removed off my account so I can pay the $205.00 to get my account current. This is poor customer service and I'm very disappointed.

  

  Business Response

  Date: 07/29/2024

  From: *************************** <***********************************************>
  Sent: Monday, July 29, 2024 9:15 AM
  To: ********************* <******************************************>
  Subject: BBB Complaint: ******** ***************************
   
  Hi ******!
  
  For complaint # for ******** for ***************************, this was the response from the market leader below: is this enough to close the complaint or did we need to still submit a response? 
  
  Thank you! 
  
  
  Jasmine, 
  
  I have reached out to the homeowner via phone and email this week. We have had a dialogue on this to seek to understand more of the situation.  She is wanting fees waived and the board is not agreeing to this. She has had an outstanding balance for over 4 years periodically so basically, she missed some payments and there is always a balance of some sort as she has been late and not paid consistently.  
  
  She is also blaming the management company for the lack of decisions being made by the board because the board does not meet nor do anything. This is definitely a board who does not make decisions quickly so her point is valid but we take direction from the board so it is not our fault they dont do anything she wants done.  
  
  Anyway, I have shared the ledger with the homeowner, instructed her how to remedy the balance, we have asked the board to waive the fees which was denied, I have invited her to write a formal written document to the board to share her requests, and the homeowner is threatening to pursue a legal alternative if something is not done to waive the fees.  I have not heard a follow up response yet but I can let you know on Monday if I do.
  
  
  Let me know what further youd like me to offer at this time. 
  
  ***************************| Marketing Specialist

  

  Business Response

  Date: 07/30/2024

  Thanks, ******! I'll let the market leaders know, can we have an extension for this one? 
  
  ***************************| Marketing Specialist

  

  Business Response

  Date: 07/31/2024

  A member of our management team has been in contact with the owner both verbally and via email to discuss the community concerns and the account history.  The management company has provided solutions for the homeowner to bring the account current including detailing the account history as well as provided how to address their concerns with the board of directors for the association maintenance and duties of the ****

• Initial Complaint

  Date:07/18/2024

  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.

  On July 12, 2024, My wife and I closed on our home located in a neighborhood managed by Realmanaged. When I finally got a HUD statement from the closing attorney, we were surprised to find HOA Fees charged to us (sellers) that are not defined in our bylaws or covenants. Were not communicated by Realmanage, our HOA, the Buyers or the Attorney prior to closing. The total for the fees was $634.I contacted the Realmanage office minutes before closing (and as soon as I received a final HUD), requesting information of what in the world these charges were. I was told by your personnel the fees were transfer fees. After consulting an attorney, we were informed that North Carolina GS_47F-3-118 limits these fees to $200 total.We have requested immediate reimbursement for the significant overcharge. As of this writing we have not heard from Realmanage. We did not hold up the closing due to these excessive and illegal charges. Therefore we do not live at this address any longer. You may contact me at the submitted phone number.

  

  Business Response

  Date: 07/23/2024

  Thank you so much for reaching out in reference to the fees related to the closing of your property at ************* in **********  The list of fees was requested by your closing agent late on July 9th with a closing date of July 12th.  This was provided on July 11th and I have attached it for your reference as well as this should have been shared with you by your closing attorney.  We do not charge a transfer fee on closings.  The $275.00 that was charged was a conveyance fee and this was charged for the administration of changing the ownership of the property.  The statement of account is noted as the allowed $200.00.  I do see where a processing fee was charged in the amount of $59.00.  I am happy to refund that back to you.  In addition, there was a rush processing fee charged.  While the timing was very close to charge the $100.00 rush fee (which must be made within 48 hours), I am also happy to refund that fee as well.  The total refund back to you will be $159.00.  This will be refunded back to you within 7-10 days via the method of payment made prior to closing.
  
  
  Sincerely,
  
  
  ********************* CMCA, AMS, PCAM | Regional ********** *********

  Customer Answer

  Date: 07/27/2024

  I am rejecting this response because:   See attached documents response for terms of resolution. Thank You to the BBB for providing a method to help Seniors protect themselves. You have been very helpful to me and my family over the years. 

  

  Business Response

  Date: 07/31/2024

  Thank you for your response.  It appears that most of the frustration comes from the fact that these charges were not disclosed to you by your agent/attorney.  The amount that we charged for the statement of account was indeed the allowed $200.00, so that cannot be refunded.  The conveyance fee (not a transfer fee in the terms that you speak of), is an administrative fee for the conveyance of a property from one owner to another.  While we have no control over what happens before the sale of a property and what pirates notify other parties, we are willing to refund the conveyance fee back to you to settle and close this matter.  Please note that the conveyance fee will be returned to the attorney who paid this fee (just as the other refund was done) and you will need to contact your closing attorney to request the refund from them if they do not automatically send it to you.
  
  
  Thank you,
  

  Customer Answer

  Date: 07/31/2024

  I have reviewed the business response and accept this resolution with the following conditions and understanding of the offer. It is our understanding that you will be refunding to the (BUYERS) closing attorney the amount to TOTAL $434. It should be noted that these fees were charged to the Sellers (Complainant) at closing and were paid by the closing attorney to ensure there were no outstanding HOA fees and that an HOA Management company was not allowed to delay a home closing.

  It will be the responsibility of the complainant to get these funds from the ***************** This doesn't seem right, but we will do that. I would like immediate notification of when these funds have been returned to the closing attorney of record. 

  If the above terms are what is being offered. We accept this resolution. Any deviation from the above is unacceptable. 

  Customer Answer

  Date: 08/07/2024

  I communicated with the closing attorney today and he has responded that Realmanage has not refunded the remaining $275 as committed in their settlement agreement. I would like an immediate response from Realmanage when the commitment for settlement will be complete.

  Thank You BBB for all of your help. 

  

  Business Response

  Date: 08/08/2024

  The $275.00 fee was not paid electronically through ****** so a manual refund had to be done.  The workflow has been issued and the payment will be mailed to the attorney who issued the check within 7-10 business days.
  
  Thank you, 
  

• Initial Complaint

  Date:07/12/2024

  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.

  Ordered hoa transfer for sale of house, order confirmation C003896583. Potential buyer backed out of sale. I asked for refund but was told to provide termination of sale doc which I supplied and was informed I would get refund. Today 7/12, I got an email stating I will get no refund because a refund has to be requested within 30 days of closing request. When I made payment on ****** payment portal, there was nothing on their site what warned of no refunds. If they would have responsibly provided a warning message about no refunds then I would have found a different alternative. I am seeking full refund of $434 which was promised by their representatives from the initial discussions. This concerns residence at ***********************************

  

  Business Response

  Date: 07/24/2024

  ***********************,
  
  We value your membership in the *************************** Homeowner's Association and appreciate your commitment to your community. The Association is overseen by a dedicated ***** of ********** volunteers from your community. RealMange Management assists the ***** with day-to-day operations but does not have the authority to waive fines, late fees,  approval. The Manager offered to schedule a phone call with you to further discuss the matter and explain why we at RealManage are unable to remove the charges from your account. It is our understanding that your husband *****, has agreed to meet Thursday, July 25th at 10am via a phone conference to further address this matter. 
  
  In accordance with the governing documents along with the violation resolution, the ***** of ********* provided you with multiple notices, to include a hearing for you to meet with the ***** to resolve the issue. Only after following their established violation process did the ***** decide to issue a fine to your account. 
  
  We understand that you submitted an address change via your property management company back in 2020 with a previous employee of ********* Properties however it appears that we never received the original email because your Property Management company did not send the request to the correct email address as stated in their correspondence to you on 11.17.2020. Reading further in the thread the Property Manager never asked for the address to be changed a second time and was only forwarded the Community Covenants for the community per their second request for those items only. With the acquisition of ********* Properties by RealManage, the address listed on the account would have reflected what was on record at the time. 
  
  We are committed to addressing concerns with fairness and transparency in our communities however please understand your concerns are with the association's decision made by your Communities ***** of ********* and not by RealManage.  As your communitys agent, we at RealManage work at the direction of the ***** and follow the directives provided to us from them. I hope this has cleared up any confusion in this process. 
  
  Warm Regards

  

  Business Response

  Date: 07/25/2024

  From: *************************** <***********************************************>
  Sent: Thursday, July 25, 2024 2:56 PM
  To: ********************* <******************************************>
  Subject: Complaint ID: ******** *************************
   
  Hi ******,
  
  I made an error in this complaint for *************************, I used the wrong response- the response submitted was meant for another complaint.
  
  Are we able to disregard and use this response instead:
  ***************, 
  
  We value your membership in the Panther Creek Homeowners Association and appreciate your commitment to your community. We are unable to process a refund for this service as the service has already been provided to you. Our representative referred to the termination of sale document as different states have different regulations around the resale process for homeowner associations. We apologize for any confusion this may have caused, but are unable to refund you for a service already provided to you. 
  
  Thank you
  ***************************| Marketing Specialist

• Initial Complaint

  Date:07/03/2024

  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.

  In 2020, I decided to rent out my property at ************************************** Property Management company for help. ****** sent correspondence to the *** telling the *** that ****** would be the point of contact moving forward and to send all future correspondence to them.Fast forward to 2022- I received a notice via certified mail that the *** filed a complaint because there was a mildew issue. The *** sent the correspondence addressed to my attention to address ************************************, I was not living at the property at the time and had tenants living there (which the *** was aware of) so i did not receive any of the correspondence. By the time i received it, a hearing date was set. I sent it to Sunnon immediately, and i was advised the issue had been resolved.However, i am now living back at the property and we noticed there was a balance on our *** account. The balance was for the fine for the mildew issue being past due and then there were late fees associated with not paying for the fine. I had no idea this was even outstanding until i went to pay for the annual *** fee. I reached out to the *** to say i shouldn't be charged for this considering they did not send the correspondence to the right addressee as it should have gone to ******. They allege they never received anything from ****** confirming they would be the point of contact; however, ****** forwarded correspondence from the *** TO ****** acknowledging that ****** would be the point of contact moving forward. I forwarded that to the *** and still the fee waiver balance request was denied. They recently denied my request again and i am in "delinquent" status at this point. The *** is trying to take advantage and charge me for something that was their fault.

  

  Business Response

  Date: 07/25/2024

  ***********************,
  
  We value your membership in the *************************** Homeowner's Association and appreciate your commitment to your community. The Association is overseen by a dedicated ***** of ********** volunteers from your community. RealMange Management assists the ***** with day-to-day operations but does not have the authority to waive fines, late fees,  approval. The Manager offered to schedule a phone call with you to further discuss the matter and explain why we at RealManage are unable to remove the charges from your account. It is our understanding that your husband *****, has agreed to meet Thursday, July 25th at 10am via a phone conference to further address this matter. 
  
  In accordance with the governing documents along with the violation resolution, the ***** of ********* provided you with multiple notices, to include a hearing for you to meet with the ***** to resolve the issue. Only after following their established violation process did the ***** decide to issue a fine to your account. 
  
  We understand that you submitted an address change via your property management company back in 2020 with a previous employee of ********* Properties however it appears that we never received the original email because your Property Management company did not send the request to the correct email address as stated in their correspondence to you on 11.17.2020. Reading further in the thread the Property Manager never asked for the address to be changed a second time and was only forwarded the Community Covenants for the community per their second request for those items only. With the acquisition of ********* Properties by RealManage, the address listed on the account would have reflected what was on record at the time. 
  
  We are committed to addressing concerns with fairness and transparency in our communities however please understand your concerns are with the association's decision made by your Communities ***** of ********* and not by RealManage.  As your communitys agent, we at RealManage work at the direction of the ***** and follow the directives provided to us from them. I hope this has cleared up any confusion in this process. 
  
  Warm Regards

• Initial Complaint

  Date:06/27/2024

  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 issue is related to a Notice and ****** from the organization that manages our ***. The paid the amount request by our *** including legal fee's and the *** is double charging me for fees already paid for a total of $406,06 and they refuse to correct the issue.I've been trying to resolve this issue with the *** since Oct. 2023 and they have ignored my request.

  

  Business Response

  Date: 06/28/2024

  
  We thank ****************** for contacting RealManage through the Better Business Bureau. We have reviewed Mr. ******** statement of account, a copy of which is attached with our reply, and do not see any duplicate charges, including assessments, late fees, and legal fees related to the collections activity on his account for the past due balance. The legal demand for payment, sent to ****************** by the ********************* Condominium Association attorney, references the charges due contained within our statement. In reviewing the complaint submitted to your office, the legal charges he has highlighted are two separate invoices, both related to the collections of the past due balance, and the responsibility of ****************** to pay. Those two invoices total the amount of $406.06, which is what ****************** indicated he paid. We fail to see where ****************** was charged twice. If ****************** has additional information hed like us to review, he is welcome to submit that to our office. Thank you for allowing us to respond.

• Initial Complaint

  Date:06/23/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I receive very poor customer service from ***********. Recently, I emailed my Property Manager (**) asking for help with a property insurance request from my mortgage company. My son is the titled owner so I cc'd him on the email as well. What we ended up with was the ** telling us she was having a bad day, didn't know how to do it, and to call the insurance carrier directly to figure it out ourselves. My son suggested she call so she could learn how to do it as he felt it was her job as that was what we pay our *************** for. The ** then proceeded to email my son and I back saying we were harassing her and she was going to block any further emails from us! It was a very confusing interaction and extremely poor customer service (as usual). I asked the ** and our Board President for contact information on how to contact a supervisor so I could discuss the situation with them, but received no response. There is a portal we are supposed to use for requests but most of the time messages are never answered. I have a work request to trim branches back off my roof that has been sitting in the portal for years! That is why I emailed our ** directly. Needless to say, dealing with *********** is extremely frustrating and difficult. You can never call and get a REAL person so you have to leave messages and then you are lucky to ever get a response. Our community property is deteriorating as well. Personally, my son and I are at the point of considering selling our home and moving elsewhere.

  

  Business Response

  Date: 07/16/2024

  We apologize that this owner believes they received poor service.  In reviewing the communication log it would appear that their was a delay as the original contact was received from a relative of the owner and we typically only communicate with the titled owner.  Additionally, the communication log noted that the certificate of insurance that the requestor had reached out about is uploaded to the owner portal so that all owner's can easily obtain this information.

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21889817
  
  I am rejecting this response because: I am rejecting this response because: I serve officially as my son's proxy and have done so since 2015 and Hammersmith has that on record. This response is just a cover-up for the poor service Hammersmith provided. I will add then that my son, the titled owner, has also reached out asking to speak with the community manager's supervisor and has yet to receive a phone call. When calling, all you get is a recording to leave a message. When I asked the Community Manager for her supervisor's name, she did not respond with it. The COL is indeed in the portal, but our mortgage company had a specific request for a modification to it that showed our address imprinted on it as well as a loan reference number. That modification is what we were requesting help with--not locating the COL document. The Community Manager's  response of saying she was "having a bad day," didn't know how to do it, her assistant had quit and we should figure it out ourselves is what spurred our complaint. In the 9 years I have lived here, I have never before been told they could not communicate with me.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/07/2024

  The association manager and Director have had multiple conversations with this owner regarding a variety of issues, including the one they note in their complaint.  We did provide both the *** and noted that that information is available 24/7 on their owner portal, before discontinuing verbal communication with the owner based on the verbal abuse directed towards their manager.  Regarding the work orders, the Association prioritizes such orders based on the direction of the Board and our understanding is that this owner has also been in contact with the Board President regarding this as well.  Additionally, all Association managers have been provided the direct line of their Associations ACAM, including this member as noted in their owner portal file.

  Customer Answer

  Date: 08/07/2024

  I am rejecting this response because:   There was never any verbal abuse; that is a lie. We never even verbally spoke to the Community Manager! As I stated previously, we were not looking for the COl as it is available in the portal. We were seeking help with getting it modified to comply with our mortgage company's request. My son has never been contacted by a Director or the Community Manager's supervisor to discuss the interaction that occurred so that's also a lie. It is obvious we are spinning our wheels and our unhappiness with customer service does not matter. Hopefully, we can sell our home and move.

  

  Business Response

  Date: 08/08/2024

  While I understand the owners mother does not believe we reached out, we have via the contact information on file.  Additionally, we do not have the ability to make updates to the *** for individual mortgage holders but did provide the contact information for the agent who has that ability.

  Customer Answer

  Date: 08/08/2024

  I am rejecting this response because:   As previously stated, my son has never been contacted by anyone from Hammersmith to discuss the response received when we asked for help with the **** As of today, he's still waiting to hear from the community manager's supervisor which apparently isn't going to happen.

• Initial Complaint

  Date:06/19/2024

  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.

  My HOA has stopped providing services to our community.

  

  Business Response

  Date: 06/28/2024

  The Board recently had a transition and is down to one member. The Board President, is currently acting alone and has been dealing with a family matter that doesn't allow much time for him to address Owners' concerns as quickly as desired. He has been informed of the landscape issues and plans to address them as soon as he can. The company who handles the pine straw is owned by the Board President so the completion of this work is also dependent on him. The landscape company has experienced a change in schedule due to unforeseen circumstances, including inclement weather and items obstructing their ability to service certain areas during the time of service. 

  
  

• Initial Complaint

  Date:06/19/2024

  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.

  Inappropriate/inaccurate letter of property violation

  

  Business Response

  Date: 06/19/2024

  Hi ******, what is the name of your community so I can locate you in our portal to get the right leaders to address this, thank you!

  

  Business Response

  Date: 06/19/2024

  We thank ************** for bringing his concerns to our attention. RealManage is the agent for the Hidden ********************** of directors, who is elected by the Association members each year. We are not the decision makers for the community, although we provide consultation based on our years of experience.
  
  
  We apologize if ************** has had any difficulty reaching our management team. RealManage does document all calls and emails, and we do not see any calls or emails regarding the concerns outlined in the complaint. It is possible that because Mr. ***** is not the registered legal owner of the unit, the phone calls were not recorded properly. ****************** feedback has been passed along to the branch leaders for our Illinois team, and we really appreciate the details he shared about areas where we can improve with our communications. We are committed to improve on our response times to all our unit owners to assure that each receive a response to their inquiries.
  
  
  With regards to the violation, which is the main subject of ****************** complaint, RealManage is tasked with enforcing the governing documents of Hidden Cove and part of that enforcement includes sending violation letters when we find something that is not in accordance with the Rules. The Illinois Condominium Act (the "Act") is very clear on how we can communicate violations to unit owners and, unfortunately, personal phone calls does not comply with the Act. 
  
  
  Attached with our reply is the photo from the recent inspection. The first violation was noted on May 20, 2024. The June 5, 2024 letter was a follow-up to the first violation, and came with a $50 fine. We have reviewed the photos enclosed with the complaint filed with your office, and have noted the violation fixed. While we cannot directly waive the fine without the *****'s approval, owners are entitled to a hearing before that *****, where they can explain their side of the violation and can appeal the fine. The next ***** of ********** meeting is August 7, 2024 at 6:30pm. If ************** would like to dispute the $50 fine, he can do so in writing to *********************. Upon receipt of his written dispute, the community association manager will confirm the hearing date and time, and add this to the agenda for the *****'s review. At the end of the day, however, it is the *****'s decision and the membership must follow that decision or volunteer for one of the positions.
  
  
  
  Finally, we do want to acknowledge the efforts that ************** has put into maintaining his home. We appreciate all that he does, and will be sure to share this with his ***** of *************************** you for allowing RealManage to respond to your office.

  Customer Answer

  Date: 06/20/2024

  I am rejecting this response because:   incomplete

  Business asked for specific information regarding the community that my wife and I live in...we provided that information in the address at the beginning of the letter:  Hidden Cove Condo Association and also in our signature: *************************************

  Since we have previously contacted the local office and got no satisfactory response we decided to contact the national office and person in charge of Community Management, ***********************.  I have no knowledge nor communication with the person who responded to this complaint, but am open to whomever can BEST provide an adequate and satisfactory response.  

  Thank you, ********************************* and ***********************, co-owners 

  

  Business Response

  Date: 06/20/2024

  We thank ************** for bringing his concerns to our attention. RealManage is the agent for the Hidden ********************** of directors, who is elected by the Association members each year. We are not the decision makers for the community, although we provide consultation based on our years of experience.
  
  
  We apologize if ************** has had any difficulty reaching our management team. RealManage does document all calls and emails, and we do not see any calls or emails regarding the concerns outlined in the complaint. It is possible that because Mr. ***** is not the registered legal owner of the unit, the phone calls were not recorded properly. ****************** feedback has been passed along to the branch leaders for our Illinois team, and we really appreciate the details he shared about areas where we can improve with our communications. We are committed to improve on our response times to all our unit owners to assure that each receive a response to their inquiries.
  
  
  With regards to the violation, which is the main subject of ****************** complaint, RealManage is tasked with enforcing the governing documents of Hidden Cove and part of that enforcement includes sending violation letters when we find something that is not in accordance with the Rules. The Illinois Condominium Act (the "Act") is very clear on how we can communicate violations to unit owners and, unfortunately, personal phone calls does not comply with the Act. 
  
  
  Attached with our reply is the photo from the recent inspection. The first violation was noted on May 20, 2024. The June 5, 2024 letter was a follow-up to the first violation, and came with a $50 fine. We have reviewed the photos enclosed with the complaint filed with your office, and have noted the violation fixed. While we cannot directly waive the fine without the *****'s approval, owners are entitled to a hearing before that *****, where they can explain their side of the violation and can appeal the fine. The next ***** of ********** meeting is August 7, 2024 at 6:30pm. If ************** would like to dispute the $50 fine, he can do so in writing to *********************. Upon receipt of his written dispute, the community association manager will confirm the hearing date and time, and add this to the agenda for the *****'s review. At the end of the day, however, it is the *****'s decision and the membership must follow that decision or volunteer for one of the positions.
  
  
  
  Finally, we do want to acknowledge the efforts that ************** has put into maintaining his home. We appreciate all that he does, and will be sure to share this with his ***** of *************************** you for allowing RealManage to respond to your office.

• Initial Complaint

  Date:06/14/2024

  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 AM FILING A COMPLAINT AGAINST MY *** MANGEMENT COMPANY.I AM A HOMEOWNER AND PAYING 240 A MTH FOR *** THAT IS SUPPOSE TO INCLUDE THEM TAKING CARE OF THE LANDSCAPE IN FRONT OF OUR HOMES,A **** AND A CLUBHOUSE.WELL THE PAST 3 YRS IVE BEEN HERE THE **** HAS HAD NO WATER THE CLUBHOUSE HAS BEEN BOARDED UP THE OUTSIDE OF MY HOME HAS WEEDS AND GRASS AND BUSHES SO TALL THAT THEY ARE ALMOST REACHING MY SECOND STORY ROOFING.I RECIEVED A LETTER FROM *** LAST WEEK SAYING I NEED TO CLEAN UP MY YARD,NO THAT IS THERE JOB.IVE BEEN HERE 3 YRS AND THIS HAS BEEN A CONSTANT ISSUE.I DONT UNDERSTAND WHY THEY CAN JUST TAKE OUR MONEY BUT NO DO WHAT THEY ARE SUPPOSE TO DO.THIS PLACE IS A DUMP AROUND HERE HOMLESS PPL EVERYWHERE TRASH EVERYWHERE THE DRIVEWAY ROADS ARE ALL BROKEN THAT IS ALSO PART OF THEIR DEAL BUT THEY DO NOT FIX IT.WE IN THIS COMMUNITY NEED A BETTER MANGEMENT TEAM.THE COMPANY THEY HAVE IS HORRIBLE AND THEY CAN NEVER KEEP ANYONE IN OFFICE MORE THAN 6 MTHS.NO ONE IN THAT OFFICE CARES ABOUT THIS COMMUNITY AS THEY NEVER COME OUT TO CHECK ON IT SEE WAT NEEDS TO BE DONE.THEY NEED TO EITHER TAKE MONEY OFF OF THE *** SO THAT WE AS HOMEOWNERS CAN GET OUR OWN LANDSCAPERS AND KEEP IT UP STEADY AND CONSISTENT HOW IT SHOYLD BE.

  

  Business Response

  Date: 06/21/2024

  Thank you again for contacting us about your community. We do understand your frustration with how the association has been maintained.  Unfortunately, the association does not have enough funds to properly maintain the amenities.  Please know that your assessments are paid to the association and in their bank account, not **********************. We just provide day to day management services to the ***** of ****************************************** the association has recently filed for bankruptcy.  The receiver assigned by the bankruptcy court, not Vision Community Management nor the former board of directors, will be making all decisions concerning how money will be spent.  The receiver will set the assessment rate to be paid by homeowners.  The receiver will also determine which vendors to use and pay including the management company.
  
  
  We know this will be challenging for the homeowners and we hope to be able to continue to do what we can to assist the homeowners going forward. 
  
  Thank you!