Complaints

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

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  RealManage Dallas

  6400 International Pkwy STE 1000 Plano, TX 75093-8212

  
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  RealManage Charlotte

  8301 University Executive Park Dr Ste 130 Charlotte, NC 28262

  
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  RealManage Rock Hill

  958 W Main St Rock Hill, SC 29730

  
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  RealManage - Blowing Rock

  105 Niley Cook Rd Blowing Rock, NC 28605

  
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  RealManage Myrtle Beach

  1805 N Oak St Myrtle Beach, SC 29577

  

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:06/14/2024

  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.

  Bed bugs roaches and mice. Didnt respond to my maintenance request until I got a state appointed lawyer to help. I have asthma and there is wolf rot in the floor. They ignored my emails for help about wood rot broken toilet bed bugs and roaches.

  

  Business Response

  Date: 06/17/2024

  RealManage does not manage any communities in ***********, what is the name of your community? 

• Initial Complaint

  Date:06/12/2024

  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.

  ******* Management HOA keeps fining us $300 per month for the glass garage door we installed. They never tell us what rules we have violated. Ther are other glass garage doors in the neighborhood and there'll be more coming, it's the trend. ****** management is the worst HOA in *********, for 20+ years they did nothing but fine the home owners at discretion.They must stop the fines and reverse all the charges imposed on our account.

  

  Business Response

  Date: 06/19/2024

  **************,
  We value your membership in the ************ Master Association and appreciate your commitment to your community. The Association is overseen by a dedicated ***** of ********** volunteers from your community. ******* Management assists the ***** with day-to-day operations but does not have the authority to issue fines, adopt rules, or resolve disputes on behalf of the *****. We have previously communicated this to you, highlighting that any further concerns should be directed to the Association.
  When you purchased your home in the community, you agreed to abide by the communitys governing documents, including Section 8.5(a) Review of Plans and Specifications. This section requires that any new construction or exterior modificationreferred to as an "Improvement"be submitted to and approved in writing by the ****************************** before any work begins. This includes changes to building structures, hardscaping, landscaping, irrigation systems, swimming pools, spas, fences, walls, exterior lighting, and other similar improvements. Unfortunately, you made exterior changes to your home without the necessary submission and approval.
  In accordance with the governing documents, the ***** of ********* provided you with multiple notices, a hearing, due process, and an opportunity to meet with the ***** to resolve the issue. Only after following their established violation process did the ***** decide to issue a fine.
  We are committed to addressing concerns with fairness and transparency in our communities but in this situation, your concerns are with the association and it isnt something that management can further address directly.
  Best, 

  Customer Answer

  Date: 06/19/2024

  I am rejecting this response because:   

  HOA said: "In accordance with the governing documents, the ***** of ********* provided you with multiple notices, a hearing, due process, and an opportunity to meet with the ***** to resolve the issue. Only after following their established violation process did the ***** decide to issue a fine."

  1. I received several letters saying the garage door is a violation, but don't have any opportunity to meet with the board to solve the issue.

  2. I asked several times what exact rules we have violated, you failed to pin-point one, except we have not submit the application;Also we explain why we didn't submit the applicaiton and you ignore our explaonation.

  3. All your letters are stating that our garage door is a violation, you didn't say it's because of not submitting the application. 

  4. You fine us for violation of the garage door, not by not submitting the application. The fine is for construction application , not for lack of application.

  5. All neighbors around like the garage door, those in the board are not our neoighbors. We can provide the approval from our neighbors if needed. 

  HOA and borad who has nothing to do with our neighbor are not addressing concerns with fairness and transparency in our communities.

  Regards,

   

  LZ

   

  

  Business Response

  Date: 06/25/2024

  
  We understand your frustrations and have attached some of your previous notifications along with replies below to assist with clarification.
  
  received several letters saying the garage door is a violation, but don't have any opportunity to meet with the board to solve the issue.
  The Notice of Hearing is attached; the opportunity to meet and confer with the Boar of ********* was scheduled for October 18, 2023, at 6:15 PM
  I asked several times what exact rules we have violated, you failed to pin-point one, except we have not submit the application; Also we explain why we didn't submit the applicaiton and you ignore our explaonation.
  The notices included the following: It appears that you have begun construction and/or installed an exterior improvement (reflective garage door) without prior approval from the ************************ Please submit an architectural application with the proposed plans and stop work until your plans have been approved.   
  This violation is addressed in the CCRs 8.5(a) Review of Plans and Specifications. Except as otherwise stated in this Master Declaration, no building, addition, hardscaping, landscaping, irrigation system, swimming pool, spa, fence, wall, exterior lighting or similar improvement (any of which is referred to as an "Improvement"), including any exterior changes (e.g., changes in color some) or alterations in any existing Improvement, shall be commenced, erected or maintained upon any Phase until the plans and specifications therefor showing the nature, kind, shape, height, width, color, materials and location of the same shall have been submitted to and approved in writing by the Master ************************ 
  The ***** of ********* are the governing body for the community.  We do not have the authority to consider appeals on their behalf or change a decision made by the *****.
  All your letters are stating that our garage door is a violation, you didn't say it's because of not submitting the application. 
  Please see the attached notices which state that the violation is due to the modification and/or construction of an exterior improvement without approval from the ************************
  You fine us for violation of the garage door, not by not submitting the application. The fine is for construction application , not for lack of application.
  The guidelines for the community state that no exterior modification or improvements may be performed without first submitting and application and obtaining approval from the ************************  This applies to changing the color of your home, landscaping improvements and, in this case, changing the garage door.  The Architectural Guidelines for the community are also attached and it may be helpful to review this document for further understanding of your community requirements.
  All neighbors around like the garage door, those in the board are not our neoighbors. We can provide the approval from our neighbors if needed. 
  You and your neighbors are welcome to provide this information to the ***** of ********* for their review and we encourage you to attend a future meeting.  The ***** is comprised of homeowner volunteers elected by the members of the community.  As much as we would like to resolve this matter for you, we simply do not have the authority to change or reverse the decisions of the *****.  We recommend completing the Architectural Application and submitting it for review per the guidelines.  The ***** may be willing to discuss the fines once there is compliance with the application and approval process.
  HOA and borad who has nothing to do with our neighbor are not addressing concerns with fairness and transparency in our communities.
  

  

  Business Response

  Date: 06/25/2024

  We understand your frustrations and have attached some of your previous notifications along with replies below to assist with clarification.
  
  received several letters saying the garage door is a violation, but don't have any opportunity to meet with the board to solve the issue.
  The Notice of Hearing is attached; the opportunity to meet and confer with the Boar of ********* was scheduled for October 18, 2023, at 6:15 PM
  I asked several times what exact rules we have violated, you failed to pin-point one, except we have not submit the application; Also we explain why we didn't submit the applicaiton and you ignore our explaonation.
  The notices included the following: It appears that you have begun construction and/or installed an exterior improvement (reflective garage door) without prior approval from the ************************ Please submit an architectural application with the proposed plans and stop work until your plans have been approved.   
  This violation is addressed in the CCRs 8.5(a) Review of Plans and Specifications. Except as otherwise stated in this Master Declaration, no building, addition, hardscaping, landscaping, irrigation system, swimming pool, spa, fence, wall, exterior lighting or similar improvement (any of which is referred to as an "Improvement"), including any exterior changes (e.g., changes in color some) or alterations in any existing Improvement, shall be commenced, erected or maintained upon any Phase until the plans and specifications therefor showing the nature, kind, shape, height, width, color, materials and location of the same shall have been submitted to and approved in writing by the Master ************************ 
  The ***** of ********* are the governing body for the community.  We do not have the authority to consider appeals on their behalf or change a decision made by the *****.
  All your letters are stating that our garage door is a violation, you didn't say it's because of not submitting the application. 
  Please see the attached notices which state that the violation is due to the modification and/or construction of an exterior improvement without approval from the ************************
  You fine us for violation of the garage door, not by not submitting the application. The fine is for construction application , not for lack of application.
  The guidelines for the community state that no exterior modification or improvements may be performed without first submitting and application and obtaining approval from the ************************  This applies to changing the color of your home, landscaping improvements and, in this case, changing the garage door.  The Architectural Guidelines for the community are also attached and it may be helpful to review this document for further understanding of your community requirements.
  All neighbors around like the garage door, those in the board are not our neoighbors. We can provide the approval from our neighbors if needed. 
  You and your neighbors are welcome to provide this information to the ***** of ********* for their review and we encourage you to attend a future meeting.  The ***** is comprised of homeowner volunteers elected by the members of the community.  As much as we would like to resolve this matter for you, we simply do not have the authority to change or reverse the decisions of the *****.  We recommend completing the Architectural Application and submitting it for review per the guidelines.  The ***** may be willing to discuss the fines once there is compliance with the application and approval process.
  HOA and borad who has nothing to do with our neighbor are not addressing concerns with fairness and transparency in our communities.
  

  

  Business Response

  Date: 06/25/2024

  We understand your frustrations and have attached some of your previous notifications along with replies below to assist with clarification.
  
  received several letters saying the garage door is a violation, but don't have any opportunity to meet with the board to solve the issue.
  The Notice of Hearing is attached; the opportunity to meet and confer with the Boar of ********* was scheduled for October 18, 2023, at 6:15 PM
  I asked several times what exact rules we have violated, you failed to pin-point one, except we have not submit the application; Also we explain why we didn't submit the applicaiton and you ignore our explaonation.
  The notices included the following: It appears that you have begun construction and/or installed an exterior improvement (reflective garage door) without prior approval from the ************************ Please submit an architectural application with the proposed plans and stop work until your plans have been approved.   
  This violation is addressed in the CCRs 8.5(a) Review of Plans and Specifications. Except as otherwise stated in this Master Declaration, no building, addition, hardscaping, landscaping, irrigation system, swimming pool, spa, fence, wall, exterior lighting or similar improvement (any of which is referred to as an "Improvement"), including any exterior changes (e.g., changes in color some) or alterations in any existing Improvement, shall be commenced, erected or maintained upon any Phase until the plans and specifications therefor showing the nature, kind, shape, height, width, color, materials and location of the same shall have been submitted to and approved in writing by the Master ************************ 
  The ***** of ********* are the governing body for the community.  We do not have the authority to consider appeals on their behalf or change a decision made by the *****.
  All your letters are stating that our garage door is a violation, you didn't say it's because of not submitting the application. 
  Please see the attached notices which state that the violation is due to the modification and/or construction of an exterior improvement without approval from the ************************
  You fine us for violation of the garage door, not by not submitting the application. The fine is for construction application , not for lack of application.
  The guidelines for the community state that no exterior modification or improvements may be performed without first submitting and application and obtaining approval from the ************************  This applies to changing the color of your home, landscaping improvements and, in this case, changing the garage door.  The Architectural Guidelines for the community are also attached and it may be helpful to review this document for further understanding of your community requirements.
  All neighbors around like the garage door, those in the board are not our neoighbors. We can provide the approval from our neighbors if needed. 
  You and your neighbors are welcome to provide this information to the ***** of ********* for their review and we encourage you to attend a future meeting.  The ***** is comprised of homeowner volunteers elected by the members of the community.  As much as we would like to resolve this matter for you, we simply do not have the authority to change or reverse the decisions of the *****.  We recommend completing the Architectural Application and submitting it for review per the guidelines.  The ***** may be willing to discuss the fines once there is compliance with the application and approval process.
  HOA and borad who has nothing to do with our neighbor are not addressing concerns with fairness and transparency in our communities.

  Customer Answer

  Date: 06/25/2024

  I am rejecting this response because:   

  1. I only see the documents uploaded by me. HOA  fine us for violation of the garage door, not by not submitting the application. The fine is for construction application , not for lack of application.

  2. We can provide the approval from our neighbors if needed. 
  HOA and board who has nothing to do with our neighbor are not addressing concerns with fairness and transparency in our communities.

• Initial Complaint

  Date:06/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Company CiraNet has managment companies serving as HOA's for home owners. With certain Managment Companies they over see the Board and associates some managment companies are Located on the properties, but this Community they are off site. The community is Fieldstone Crossing and they have a Board Member that has had this position for quite a while.His position has been everything less than helping with certain large issues, but instead is always on ************ and or Nextdoor Neighbors writing negative mail. ** has not once stood up to the responsibility of a ********** ** is also serving as a representative for CirNet. These issues with his deporable demeanor has been years with myself and other community home owners. It has also been shared with the Management Company, Moving forward since this last HOA meeting there has been new homeowners that have moved in the Community. And at this point there should be another vote to have this individual removed so we can have a more mature and responsible person to follow the rules and regulations of being a Board President its been more than 4 years

  

  Business Response

  Date: 06/11/2024

  ************ has a complaint against her HOA and an elected board member. RealManage has responded to each email complaint or concern from this owner. Her information is incorrect as the board president is not a representative of CiraNet (a proprietary community management application). 
  
  The use of social media as a form of communication by any member of the community is outside of the purview of RealManage and its managers. The choice to use a social media platform is strictly a personal decision and not associated with the management companys duties or scope of work for Fieldstone Crossing. 
  
  The process of electing and removing a board member has been explained to ************. The board members cannot be removed by the management company as they are elected by the members of the association. We have and will continue to encourage ************ to attend board meetings where decisions related to her community are discussed and approved. By attending ***** of ********* meetings, she would have the opportunity to voice her concerns, receive answers directly from the board and participate in the betterment of her community. In addition, a careful reading of the Fieldstone Crossing governing documents would alleviate her frustration by learning about the process of electing a board member, terms of service and their role and responsibilities. We will send ************ a copy of her governing documents again for her reference and we will continue to serve and assist her as the need arises.
  
  
  Thank you,

• Initial Complaint

  Date:06/05/2024

  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 is an absolute SCAM! They have raised our HOA fees every year and have taken such poor care of our amenities and common areas. They have the audacity to issue write *** for a few weeds or untrimmed areas of our yard but cannot take care of the weeds or grass in the common areas. We also went into our neighborhood pool where it was oversaturated with chlorine and ruined our swimsuits, towels, hair, and we had trouble seeing for days and RealManage responds with a "thanks for letting us know." e-mail. We are finally leaving this neighborhood and RealManage smacks us with $1,500 in fees for resale disclosure, conveyance, and capital assessment charges. You can't make this up! This is absolute extortion and we are looking into potential legal action.

  

  Business Response

  Date: 06/05/2024

  ***************************** Thank you for reaching out and we are sorry for the frustrations that you have experienced with our team and your community.  In researching the items that you have expressed; we see that the recent violation that was sent to you was on 7/14/23 - violation for storage container in driveway, 4/5/23 - violation for lawn, 9/13/22 - violation for lawn, 12/17/21 - violation for trash cans in street.  We also see that in 2022, you had reported discolored swimsuits and eyes burning from the pool and dont see any recent communication from you recently.  Your board of directors had changed pool vendor companies that year and have not had any issue with the pool other than a recent repair of the foam pad in the water feature section.  In regards to the cost of the resale, unsure if you are aware but your association has a $500 working capital that goes directly to the **** which is clearly stated in the governing documents, $179 is the advance assessments that go to your **** and RealManage fees are $434 all according to the resale statement.  Your title agent request all of this as a rush service which does include a higher fee, but all of that was requested by your closing/title agent.  We hope this helps clarify your concerns.

  Customer Answer

  Date: 06/05/2024

  I am rejecting this response because:   We confirmed with the title that the $434 was the lowest priced option and did not include a rush fee. I called in several times going back and forth on this and it was stated this is the minimum charge. We would have removed the rush fee if we had the option. I cannot find the $500 in any of our governing docs, so I would appreciate context on where this is coming from. Lastly, there is a $375 conveyance fee on top of the $434 that was already paid for the resale docs.

  

  Business Response

  Date: 06/05/2024

  Here are the resale docs that includes the fees along with the declaration about the ******* capital

  Customer Answer

  Date: 06/09/2024

  I am rejecting this response because:   thank you for the documents, however this give no insight on how these fees are drawn up. When calling in, I receive no response other than "this is what corporate issues". Every HOA we've ever had only charges $50 - $150 for the resale docs and transfer, so it's absurd I'm being charged for $760 for those alone with no clarity on why they are so high. On the capital contribution, no dollar amount is listed in the document as well, so it's not clear where the $500 value comes from. Lastly, I already paid assessments for the month of June, so those should not be included in the resale doc as well. 

• Initial Complaint

  Date:05/30/2024

  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.

  The original home owners associations name was ***** Farm managed through ********* Property, they have since changed to Realmanage, I guess the payments go through Ciraconnect and ************** My January payment February payment went through with no problem. March payment did not go through then April payment went through fine no problem so once the payment for March didnt go through. they charged an NSF fee of $35 wrote them a letter. They stated theyll give me a one time waiver for that fee, but never did.. I sent another payment on April 28 to cover the March payment, that went through fine so I started a direct deposit through a different bank, it went through on May 3 on May 6 they stated it was returned, NSF, again. I checked with my bank it was sent from, they stated the payment came out fine no problems, it was never returned. I asked the bank to send tracer Information so I could send it to the management co. On the 16 May they stated they received the payment but are NOT waiving the fees for March or May, I have several emails of us going back and forth about these payments and fees. Now they are stating to fill out a waiver request form they have attached, but there is no attachment, I am so tired of going back and forth with them.

  

  Business Response

  Date: 06/06/2024

  Dear ******************,
  
  
  Thank you for reaching out and we apologize for the confusion.  I had a chance to research your account.  I noted the error we are receiving when processing your ACH draft is RETURN SETTLE A ACH RTN - R03  That return code R03 means that the bank was not able to locate the account number which explains why when you paid with the other account, it went through just fine.  If you log in to your resident portal, you will be able to go to your ACH draft information and verify/adjust the account number. If you need assistance, our **************** ********************** will be able to assist you as well at ************.  I have removed the return check fees and late fees since this is not an NSF issue.  I have attached your revised ledger for your review.  Please let us know if we can assist you further.
  
  

• Initial Complaint

  Date:05/23/2024

  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.

  The landscapers are neglecting to cut common area in the ************* housing development. The common area beside ******************** is way over grown and waist high. I have been sending emails for over 2 years to get it cut.

  

  Business Response

  Date: 05/29/2024

  As of April 29th, ***************** has a new landscaper as the Board was not pleased with the service provided by the previous landscaper.  The community manager spoke with the new landscaper to point out the common area mentioned had not been serviced.  Per the new landscaper, he serviced that area on May 25th and will continue to maintain the area on a regular basis.
  
  The community map was provided again to the landscaper to provide extra assurance that all areas maintained by the *** would be serviced.
  
  We appreciate you bringing this to our attention. 

  Customer Answer

  Date: 06/30/2024

  The same issue as before, the landscapers are not cutting the common area. There needs to be a conversation with the landscaping lead and follow up.

  

  Business Response

  Date: 07/18/2024

  As of April 29th, ***************** has a new landscaper as the Board was not pleased with the service provided by the previous landscaper.  The community manager spoke with the new landscaper to point out the common area mentioned had not been serviced. 
  On May 25th, the new landscaper was contacted and provided a community map to ensure all community areas were being properly maintained. As of May 25th, the landscaper has been regularly maintaining the area reported.
  We appreciate you bringing this to our attention. 

  Customer Answer

  Date: 07/18/2024

  I am rejecting this response because:   The landscapers' are lying, I live next to the common area and the crew is not cutting the grass.

   

• Initial Complaint

  Date:05/21/2024

  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.

  Since 1/2023 and 7/2023, Ive made numerous calls and emails, to RealManage and their answering service RealService, trying to get two residual long white planks removed from the sides of two windows, from fallen shutters. I was initially told 1/2023, after the first shutter fell, to wait until after the rainy season for them to come out to do repairs. In early 2024, I was told that a proposal would be submitted to make the necessary repairs. In 2024, I was again told that they (RealManage), submitted a proposal for the repairs, and the *** Board has to approve the proposal first and they would discuss at a *** Board meeting in April 2024; however, I have not received any follow-up or response from calls that I left on 5/3/2024, 5/13/2024 or 5/21/2024. It is extremely difficult to get anything accomplished or repairs done. The two long white planks on the side of two windows makes the community look unkept/in disrepair, and the windows can be seen from a major street with heavy traffic. My windows are also the only ones in the community with these two white long planks showing and it has been that way since 1/2023 (first fallen shutter) and 7/2023 (second fallen shutter). The two shutters that fell were placed in my garage and no one from the *** came out to pick them up, so I was told by a RealManage employee to discard them. At any rate, Id truly like the two white long planks on the sides of my windows to be removed as its an eyesore and *** made numerous attempts to have this resolved, to no avail. Im not sure what else homeowners can do when an *** is unresponsive or not attending to home repair requests, as its been almost a year and a half of repeated calls/email requests, but no repairs. Any help would be greatly appreciated. I have had a few telephone and/or email conversations with various employees at RealManage/RealService, and they were always professional and courteous; however, no work or repairs have been done.

  

  Business Response

  Date: 06/04/2024

  **************, 
  
  
  Thank you for reaching out to us with your concerns about your community. We know that you have reached out and shared those concerns several times over the past year and we're sorry we haven't been able to get them resolved more quickly. As you know, RealManage is the management company for your community. Your community is governed by a ***** of ********* that are from your community. They have to approve any projects such as the ones you are requesting and the related expenses. Those have not yet been approved. I can share that the ***** of ********* is aware of these concerns and working to prioritize many of these items. 
  
  
  Please know that we do discuss these and other issues at the community's ***** Meetings which are open to you. Again, we wish we could have these resolved more quickly and I know that these items are of concern to you and other residents within the community. If you would like to hear more details about how the ***** of ********* is researching, prioritizing and financing these repairs then please attend a ***** Meeting in the near future, we would love to have you. 
  
  
  Thank you, 
  RealManage

  Customer Answer

  Date: 06/04/2024

  I am rejecting this response because:   
  

  My main concern is that homeowners requests for repairs are not being done, which violates the agreement of the CCRs (Rules and Regulations), between the homeowner and HOA.  The outside of my home looks unkept and in disrepair (because of the white planks on the sides of my two windows) and it is unreasonable to take over a year to make repairs and remove the residual white planks, from the two fallen shutters.  I have been paying my *************** on time for over twelve years, which should cover the cost of the repair.  This is affecting my homes aesthetics and its value and I am the only person in the community with windows with white planks on the sides.  I would like the repairs to be made as opposed to having my requests continually put off and ignored.  I would greatly appreciate this being done immediately, because it will be two years next January 2025, with no repairs and that time is fastly approaching.  Thank you.

  

  Business Response

  Date: 06/05/2024

   

   

   

  **************, 
  
  
  Thank you again for reaching out. Unfortunately RealManage is not authorized to approve any repairs without approval from your community's ***** of ********* that are elected from within your community. The ***** of ********* is aware of your concerns and continues to look at their options. We are contractually prohibited from acting without their approval. Again, you are welcome at their ***** Meetings where these and other items are discussed regularly to learn more from them. 
  
  

  If this owners repairs were only related to her individual unit, then the situation would be different. However, the Association is looking at significant repairs that not only include the shutters, but also dry rot and other required work as mandated by SB326. The ***** does not want to piecemeal the repairs as that will cost more and is not fair to all the owners in the community that also have needed repairs.
  
  Currently, the ***** has directed Management to obtain additional proposals which is underway as the first proposal was close to $200,000 for the shutters alone. As noted in our previous communication, the ***** makes the decisions, and the management company fulfills them. Therefore, unless there is a safety issue, we are not authorized to perform any repairs.
  
  We will check with the ***** to see if the planks that the owner wants removed is a simple issue that can be done now or if it will have to wait.
  
  We recognize the aesthetics are not desirable and we do not want to undermine the owners frustration. However, they need to understand that the ***** is aware of the repairs needed and is working on developing a plan that can address all the maintenance issues while taking into consideration the financial impact to the owners. That is the challenge at times of living in a condominium association rather than a single-family home. Decisions have to be made fin the best interests of the community as a whole which means at times owners have to exercise more patience.

  Customer Answer

  Date: 06/05/2024

  I am rejecting this response because:   
  

  One of my neighbors two shutters fell down and his white planks were removed, so I dont understand why mine cannot also be removed.  In addition to other repairs, that have not been made, I have been requesting that the dry rot (on my balcony support beams) be repaired for 8 plus years and nothing has been done, so I just stopped asking at a certain point.  In regards to your quoted statement below, please follow-up and provide me with the status of what the Board decides to do about removing the two planks on the sides of my windows, which again is aesthetically unappealing and lowering my property value.  I look forward to hearing back from you regarding this matter.  Thank you.
  

  We will check with the Board to see if the planks that the owner wants removed is a simple issue that can be done now or if it will have to wait.

• Initial Complaint

  Date:05/08/2024

  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 am writing to express my deep frustration and dissatisfaction regarding the lack of responsiveness and transparency from our homeowners association (HOA), ******************* Single Family Association.For over a year now, I have made more than 10 attempts to obtain information about my account with the **** all to no avail. Despite my repeated emails, phone calls, and messages left with the association, the board, and the law firm listed on the statements, I have not received any tangible response. My initial inquiries stemmed from discovering unknown late fees on my bill, which I have addressed multiple times through communication with *********************, CMCA, via calls and emails to RealManage Illinois, the Community Association Manager for our association.Upon consulting online statements, I reached out to *************** P.C., only to discover that they no longer represent RealManage ********. Despite diligent efforts to contact both offices, as advised by a new board member, I have faced continuous silence and lack of cooperation. Even after escalating the matter by filing a complaint with the appropriate agencies and the bar association, it took a year to receive any response. ********************* from RealManage finally responded with the generic promise to "look into it," but I have yet to receive any further communication.This persistent failure on the part of the board, the association, and the law firm is unacceptable. It should not require such extensive effort to obtain basic information. Furthermore, I am aware that my experience is not unique, as other residents have reported similar ongoing issues for years.I am formally requesting a fully detailed statement with explanations of charges immediately so that I can proceed with lodging additional complaints against the association. However, I am unable to do so without the necessary documentation.

  

  Business Response

  Date: 05/13/2024

  We want to thank ************** for bringing his complaint to our attention through the Better Business Bureau. ************** resides in a common interest community association, ******************* Single Family Association ( the Association). RealManage is the managing agent for the Association. There are two pieces to **************** complaint that we will address.
  
  First, we do want to thank ************** for his feedback about RealManages staff response times or, in this case, the lack thereof. This 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.
  
  Second, ************** is looking for a complete history of his assessment account. ************** has access to his account twenty-four hours a day, seven days a week through our Resident Portal. I was able to verify ************** is signed up for the Resident Portal and last accessed his account on May 13, 2024 at 9:05am. ************** can obtain a copy of his detailed statement at any time without the need to escalate to an agency such as the Better Business Bureau. We have, however, provided a detailed copy of **************** statement attached to our response to this complaint with your office. It is important to note that RealManages records begin with September 2022. Therefore, we are also providing a PDF of his account history for the time that the Association was managed by ACM, the management company prior to RealManage. We do not have records older than 2022.
  
  ************** has a balance due, therefore, there appears to be some confusion on who he should contact to bring his assessment account current. It appears that ************** was previously referred to the Associations attorney, ****** & *****, for a balance. ****** & Moodys collection file was closed in July 2023 after which it was determined that only a portion of the 2023 assessment was past due, and legal fees. A review of **************** assessment account indicates that he owes a $175 legal fee from 2022, $100 balance from the 2023 annual assessment, a $313.60 legal fee charged in 2023, for an attempt to collect the balance, and then the 2024 assessment in the amount of $375.
  
  The detailed outcome **************** complaint identifies is that he received a detailed statement and explanation of his charges. We believe the above and the attached satisfies his complaint. Thank you for allowing RealManage to respond.

  Customer Answer

  Date: 05/16/2024

  I am rejecting this response because:

  I appreciate the response regarding my complaint. However, I must clarify a few points. The detailed statement was only provided after the complaint was filed, despite my repeated attempts to obtain it over the past year by contacting ***** with no tangible response. Every other statement during this time directed me to contact the law firm.

  The accumulation of fees is a direct result of the lack of information about the bill, which ultimately falls on RealManage. I respectfully request that the late fees and legal fees be removed from my account balance, and I ask for an updated bill to be sent out promptly.

  While I understand that RealManage's records begin in September 2022, the issue is not the lack of access to the Resident Portal but rather the failure to provide a detailed statement upon request.

  I urge RealManage to take full accountability for these issues and not attempt to shift blame. I trust that these matters can be resolved promptly and amicably. Thank you for your attention to this matter.

  

  Business Response

  Date: 05/16/2024

  We thank ************** for his follow-up. When an owner is in collections with the Associations attorney, the communication we can provide directly to the owner regarding the assessment balance is limited. When an owner is placed in collections, communications are filtered through the attorney. As noted in our earlier reply, there was a misunderstanding regarding the status of **************** outstanding balance because he was, at one time, placed with the attorney. Upon review, it was determined that he was not currently placed with the attorney, and we provide the statement as requested. We do accept our part in the misunderstanding, and we apologize for the inconvenience. We have responded to **************** complaint, satisfying his desired outcome, and believe your office should close the complaint as resolved. Thank you for allowing us to respond again.
  

• Initial Complaint

  Date:05/04/2024

  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.

  April 23rd, RealManage sent a letter stating we had until May 24 2024, to complete a payment of an extraordinary special assessment.Our account was closed as we were making payments yesterday May 3rd 2024 without explanation and contrary to the letter they sent.

  

  Business Response

  Date: 05/10/2024

  A notice of late was assessment was mailed and inadvertently the account was flagged for collection.  As of now the error has been corrected and the account is back to normal.
  We apologize for the inconvenience but feel free to contact us directly if there are any additional questions or concerns.  Email **********************.
  
  Thank you

  Customer Answer

  Date: 05/14/2024

  Ciranet/account has not been fully recovered. We cannot see estamentos or past payments and stills shows a message that the account is in collections though we have paid all balances. To biz: Please be so kind to fully reinstate our account and take us out of collection. We called and email representatives on real mangas and they has sent us again to talk to attorney, claiming they cannot do anything. 

  Customer Answer

  Date: 05/14/2024

  I am rejecting this response because:   
  As if today and despite an email and call to Real manage our account is still restricted and wrongfully sent to collections. We have made all payments. Please reinstate our account immediately.

  

  Business Response

  Date: 05/24/2024

  Good Afternoon
  
  
  Upon checking the account, I noticed the account is not blocked and the payments have been received.   If for any reason you are still not able to access the , please email me directly at **********************************************************
  I will gladly investigate any issues so we can get them resolved.  
  
  Thank you

• Initial Complaint

  Date:05/01/2024

  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 10/25/23, I transferred $728 to my *** online account that could be used towards future ***************/Fees.$182 was deducted on 1/1/24 for 1Q2024 dues $25 was deducted on 2/29/24 for a Violation Fine $182 was deducted on 4/1/24 for 2Q2024 dues I sold and closed on my house on 4/22/24.As part of the closing, the *************** for 2Q 2024 that was fully paid for was included in my Settlement with the buyer and I received the appropriate credits.The Credit remaining on my *** online account is $339 On 4/23/24, The *** through RealManage/CirraConnect sent me their "Post Conveyance Refund Request" form to complete and send back in order to receive my refund of $339 After several emails on updates and about the correct way to complete the form, the final completed form signed by the title agent was sent to the *** on 4/30/24 with a request to provide update on when the refund would be sent.On 5/1/24, the *** denied my request for the refund and instead stating that I need to get my money, my unapplied credits, from the buyer.I believe this to be wrong as this money/credit has not been applied to anything and remains as a credit. As such, this is my money/credit and not part of any home sale.If the money HAD been applied towards ALL 4 quarters and reflected as such, I could have included it in the Settlement with the Buyer and claimed it at closing. Instead, my money remains as an unapplied credit from which they even deducted a violation fine in February.This is my money and left in my account which should be refunded directly to me from the *** who is holding on to it.

  

  Business Response

  Date: 05/06/2024

  Hi there,

   

  Can we please have the full address and the community name so we can better assist, thank you!