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 Raleigh

  8480 Honeycutt Rd Ste 200 Raleigh, NC 27615

  
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  RealManage Palm Beach Gardens

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

  
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  RealManage Palm Beach Gardens

  11784 W Sample Rd Coral Springs, FL 33065

  
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  RealManage Osprey

  16 Church St Osprey, FL 34229

  

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:04/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Real Manage has breached contract with the association at ***********. I am an owner in this neighborhood and all roof leaks are to be repaired by the association. On march 23rd 2024 I emailed the property manager about multiple roof leaks in my condo. The president of the association had the roofer ***** the problem. Real manage has not contacted or responded to the roofer proposal in over a month. After emailing Real manage about the status of when the repairs will be done, it took them 10 days to reply to my email. I continue to have water intruding into my home which by now I fear has caused mold putting my pregnant wife and I health at risk. Again after emailing the property manager they still didn't reply for 5 more days. My roof still hasn't been repaired and I continue to have water intrude into my home. I spoke to ******** the property manager directly who informed me the roofer never sent a proposal which is false. The roofer directly told me it was sent after he assessed my home. Real manage is operating in bad practice and negligence. They are allowing condos in southlake maintenance issues to be ignored which is causing more damage to the units, costing the association more money, costing home owners more money as well as causing financial damages to home owners and their property values. Real mange should cover the cost of the roof repairs as well as any mold remediation.

  

  Business Response

  Date: 05/10/2024

  Dear ******************
  
  The roof leak was repaired 5/3/24 and the property manager is requesting for approval from the board for mold remediation as this association handles mold remediation for their community.  There was a lapse in time in the communication from when the vendor initially went to provide the proposal and when it was approved and scheduled for the work to be completed.  There were several factors involved within this time as roof work cannot be done while it had been raining.  Once the board approves the mold remediation this would be complete.   If you requires further assistance please do not hesitate to contact us directly at ********************
  
  Thank  you

  Customer Answer

  Date: 05/10/2024

  I am rejecting this response because:   The initial inspection by the roofer was done on 3/26/2024. The roofer proposal was dated 3/30/2024. My follow up email to real manage was not responded to for 10 days. Real manage lacked the communication between me and the roofer. If real manage claim that they never received the proposal, why were they not contacting the roofer daily.

  over 30 days to have a roof repaired is unacceptable.

  

  Business Response

  Date: 05/17/2024

  Good afternoon
  
  
  
  The Property Manager has established contact with the resident and provided the necessary updates.  If there are additional questions feel free to contacts us.

  

  Business Response

  Date: 05/19/2024

  Thank you again for reaching out to us. We will consider your feedback for the future. The association documents govern responsibilities for repairs. RealManage is an agent for the ***** of ********* and when working with vendors and *****s that have to make formal decisions, coordinating around weather events, in addition to numerous demands on the community association team, unfortunately, it can take longer than we would prefer.  We apologize for any delays in communicating with you on this issue and while we hope this issue never reoccurs for you, we strive to meet your expectations on other communication matters that *** come up in the future. As always, please reach out to us with concerns about your community. 

• Initial Complaint

  Date:04/25/2024

  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 requested copies of some of our vendor contracts from Real Manage. Per llinois state law (***********************************************************************), "The actual cost to the association of retrieving and making requested records available for inspection and examination under this Section may be charged by the association to the requesting member. If a member requests copies of records requested under this Section, the actual costs to the association of reproducing the records may also be charged by the association to the requesting member." The community manager is trying to tell me it costs $135 per hour to obtain the documents, but will not provide an itemized list of actual costs. She has also said that I must make an appointment to view the documents and then they will make copies. I have advised her that I don't have any interest in reviewing the documents on site and just want copies to take home. She refuses to tell me how many pages will be printed. Other times I have notified her of problems, her records are inaccurate. She told me a tree was removed when it wasn't. She told me my unit doesn't have a smoke detector when it does. She has also informed me that I have to go to a board meeting in order to get my lawn fixed despite that being her responsibility.

  

  Business Response

  Date: 04/30/2024

  We thank ******************** for bringing her concerns to the office of the Better Business Bureau about ********************* Association (the Association) and RealManage, its agent. We have reviewed her concerns, and she has questions regarding an Association records request, as well as a few other concerns regarding maintenance of her townhome unit.
  
  The Association is a homeowners association governed by the Illinois Common Interest Community Association Act (the Act), not the Illinois Condominium Property Act as linked in her complaint with the Better Business Bureau. The records request that ******************** is seeking is governed under Section 1-30, subsection (i)(1). This Section of the Act states the Associations obligation is to make specific records (limited to records defined in subsections (i) thru (vii)) available for examination and copying at convenient hours during the weekdays. It does not obligate the Association to provide records by any other method. Further, this same Section states that the Association may choose to charge the owner making the request the actual costs incurred for retrieving and making requested records available for inspection and examination, along with the charges associated with the actual costs of reproducing the records. The Association incurs charges, pursuant to its management contract with RealManage, for our time and expense of handling this records request. After consultation with the Associations attorney, the fees that RealManage charges are deemed reasonable pursuant to the Act, and directing the owner to make an appointment to examine the desired records in our office also complies with the statute. Further, the ***** of ********* for the Association has directed RealManage to charge the homeowner for any costs incurred to accommodate this records request, which has been relayed to ********************. We have reviewed all the emails between August 26, 2022, and April 29, 2024, including the records that ******************** is asking to inspect. We cannot provide an exact cost of pulling records to make them available for examination (and copying) until we begin doing so. We have identified that this is done at our current hourly rate, which is now $175 per hour, plus costs of copies, which we identified as $0.25 per page. Until we pull the records she has requested and identified the number of pages for each, we cannot provide an exact amount of the charges. We can, however, provide what we charge for this, and we have done so. On several occasions ******************** states she does not wish to examine the documents, rather she wants to visit our office to simply pick up the copies. We are happy to accommodate this request since her records requests appear to be specific, however, she will not authorize the manager to begin pulling the documents to make any copies. The ***** of ********* has directed Ms. ********* correspondence to the Associations attorney, and we have been advised we are acting correctly. As soon as ******************** authorizes us to begin pulling and copying documents, we can begin this request and then identify for her the charge that will appear on her assessment account, as charged back to her as previously authorized by the ***** of *********.
  
  There are other broad concerns identified in Ms. ********* complaint to your office. It is unclear what resolution ******************** is seeking, or if she was simply venting. RealManage has brought Ms. ********* concerns to her ***** of *********, including having the turf outside her townhome unit repaired. The ***** of ********* is only able to discuss and act at a ***** Meeting. ***** Meetings are open to Association members and ******************** has been invited to attend a board meeting to obtain updates of what is happening around the Association, as well as ask questions directly during a portion of the meeting that is open for homeowners to speak. It appears that ******************** does not wish to attend a ***** of ********* meeting. However, we can advise that the ***** has recently approved turf repairs, which should satisfy the last sentence of Ms. ********* complaint.
  
  We believe we have resolution to Ms. ********* complaint with the Better Business Bureau. We are waiting on her written authorization to approve incurring charges with fulfilling her records request. Thank you for contacting RealManage. We look forward to hearing back from ******************** so we can provide her with what shes asking for and close this matter entirely.

  Customer Answer

  Date: 04/30/2024

  I am rejecting this response because:   

  Per the response from Real Manage, "the Association may choose to charge the owner making the request the actual costs incurred for retrieving and making requested records available for inspection and examination, along with the charges associated with the actual costs of reproducing the records...the fees that RealManage charges are deemed reasonable pursuant to the Act..."  Reasonable fees are synonymous with actual costs.  As I have requested several times, I would like to see the actual costs before paying for anything.  Therefore, this issue has not been satisfactorily resolved.

  Per the response, "We cannot provide an exact cost of pulling records to make them available for examination (and copying) until we begin doing so. We have identified that this is done at our current hourly rate, which is now $175 per hour, plus costs of copies, which we identified as $0.25 per page. Until we pull the records she has requested and identified the number of pages for each, we cannot provide an exact amount of the charges."  Last year, I was told by the Community Manager that it would take an hour to obtain six documents and today I was advised that it would take 30 minutes to obtain three.  This is in direct conflict with the answer provided.  Additionally, in an email dated 9/7/22, I was informed that $135 is the hourly cost of the appointment to view the documents, not the cost to pull them and make them available.  From what I have been told, you can in fact estimate how much time it would take to compile the requested documents and the purpose of this hourly fee is not clear to your Community Managers.

  We live in a digital age.  There are many ways to check the number of pages in a contract digitally.  I presume that you do in fact have digital copies of the documents and could easily tell me how many pages I will be charged for, but are choosing not to.  If for some reason you do not have digital copies, then you have a hard copy somewhere and I am sure that someone on site is capable of counting the pages.  Should the files be digital, it should take no more than a couple of minutes to print three contracts.  Should they be physical, every office copier I have ever encountered can make copies in about the same amount of time. I would like to know exactly why it would take your Community Manager so long to print three documents.

  "...she will not authorize the manager to begin pulling the documents to make any copies." It is the norm in the ** to see pricing or at least a quote prior to agreeing to pay for goods or services.  All I am asking is to have an itemized list of costs and the number of pages that I will need to pay for before agreeing to any charges.  It is highly suspicious that this company won't give even an estimate prior to assigning charges.

  This response is the first I have received any word that the Board has approved the repairs to my unit, as last I heard, they were getting a proposal still.  Since, as you stated, ********** of Directors is only able to discuss and act at a Board Meeting," I find this answer unsatisfactory on the grounds that I was notified of the proposal request after the last HOA Board meeting and the next Board meeting isn't until tomorrow.  How could the decision have been made to repair my yard is the Board can only act during a Board meeting?  This answer is dishonest and demonstrates that RealManage does not keep adequate records.

  My concerns are not at all satisfied.

  Customer Answer

  Date: 04/30/2024

  I need to edit a couple of typos in my response. 

   

  Reasonable costs are not synonymous with actual costs

   

  This answer is dishonest and, in my opinion, demonstrates inadequate record keeping. 

  

  Business Response

  Date: 04/30/2024

  We thank ******************** for her response. We have discussed her concerns directly with both the Associations board president and the attorney and the ***** has authorized us to email ******************** all documents shes requesting. She will only be responsible for the cost of the time it takes to compile the email, which we estimate to be 30 minutes, or $87.50. The community association manager has emailed ******************** directly to obtain approval. Once she responds accepting the charge, we will move forward with providing the documents.
  
  As far as the last paragraph in the rebuttal, our previous response is an accurate account of how business in a homeowners association is conducted, particularly at ***************** Association. We can understand how a homeowner may not understand all the details in how a homeowners association is run and how our response may not have been fully understood. The ***** of ********* is not allowed to discuss or decide outside of an open meeting. However, our management contract with the Fairview Townhome Association provides us, as their agent, with approval of certain maintenance items up to a certain dollar amount, and we can, if applicable, work directly with the board president to approve something within our spending authorization. Our answer was, in fact, quite honest. While we appreciate Ms. ********* feedback, we invite her to attend the upcoming board meeting to ask further questions and become involved in the governance of her association.
  
  Thank you for allowing us to further respond.
  

  Customer Answer

  Date: 04/30/2024

  I am rejecting this response because:   

  The Community Association Manager has not contacted me to email the documents. I can provide the emails where she has offered to print them and hand them to me at the Board meeting tomorrow, but she has not offered to email them. 

  Again, before I pay for anything, I would like to fully understand the charges and request again to receive a full, itemized list of charges that equals $175 per hour and an explanation of why it takes half an hour to email three documents.  It should take less time to email than it should to print. 
  
  As far as the last paragraph in the rebuttal, I would be more than happy to provide the emails I have that state that "the association will not be completing any repairs in the area" and then subsequently that the Board has asked for a proposal to have the whole area mulched, in regards to the lawn. What I cannot provide, because I have not received other than your response here, is any correspondence confirming that the proposal was approved and any sort of timeline for the work to be completed. While I may not be a subject matter expert on HOA Boards, I do know when the information someone is telling me doesn't match with what someone else has told me or not told me. 

  The resolution that I am seeking is as follows:

  1) an itemized list of charges that equals $175 an hour for someone whose job is currently posted for $75,000 a year or less to print or email documents 

  2) an explanation for why it's going to take 30 minutes to print or email three documents 

  3) whatever information you have that my Community Manager apparently does not have or has not shared regarding the lawn and when it is going to be fixed, given this is the third year I have reported the problem and it has not been fixed. 

  Customer Answer

  Date: 05/13/2024

  I have still not received an offer to email the records, just FYI. I have also not received the requested information for this complaint. 

  

  Business Response

  Date: 06/09/2024

  As identified in our previous reply, either RealManage or the ***** of ********* for Fairway View Townhome Association has solved all the concerns outlined in the original complaint. The ***** of ********* for Fairway View Townhome Association authorized us to communicate by email vs. having ******************** visit our office, which is what is provided for in the Common Interest Community Association Act for records requests. The ***** did so as a courtesy to minimize the expense for the document discovery ******************** is seeking. We communicated this to both ******************** and the Better Business Bureau. In our communication to ********************, we advised that the ***** of ********* is requesting payment up front for these services. Due to timing, we offered to have the copies ready for her and she could bring a check to the ***** of ********* meeting that evening. ******************** responded that she would not attend the meeting. Due to Ms. ********* response, we did not bring with the documents to the meeting. Unfortunately, ******************** chose to attend the meeting that evening anyway, but since we did not have those documents with us, we could not provide them to her. Our proposed solution is that ******************** attend the ***** of ********* meeting scheduled for July 3rd. Upon receipt of payment, we would be happy to turn over the records to her. If ******************** is not able to attend this meeting, she can send a check to our office, and upon receipt we will be happy to email the documents to her.
  
  With respect to the charges from RealManage, our fees are in line with the industry for the managers time as well as copy expense. It takes time to scan and compile an email, or to print copies if requested. We agreed to email the documents, and the time being charged is to compile documents and attach them to the email. That is the explanation of the charges.
  
  Finally, with respect to the lawn repair, as identified earlier, it has been approved. The landscaper seeded the area, as it was a cost-effective solution. The work has been completed and there is nothing else that needs to be done at this time.
  
  We have addressed all of Ms. ********* concerns and ask for her cooperation to bring this matter to a close. Thank you for allowing us to respond.

  Customer Answer

  Date: 06/10/2024

  I am rejecting this response because:   

   

  First and foremost, the community manager has not once offered to email me anything, as you have repeatedly stated. I would be more than happy to provide all of the correspondence that I have received so you can confirm that, outside of the BBB correspondence, I have not been offered an emailed copy of the requested contracts. Either you are being dishonest, the community manager is being dishonest to you, you are confusing me with some other community member, you haven't read all of the emails, or you are mistaken in some other way. Regardless, no one has notified me outside of the BBB correspondence that email was an option. 
  As identified in my previous reply, my concerns are not resolved. 
  From the email I received dated April 30, 2024:
  "It will take me 30 minutes to gather and print the documents you have requested.  For a charge of $87.50, I can gather the documents and have them printed for you to pick up at tomorrow night's meeting.". You will note that the community manager specifically stated that the documents would be printed, not emailed. There is no offer to email anything. There was also no offer to minimize cost. The cost offered was actually greater than what was quoted in previous correspondence, though in line with what was stated in the BBB-mediated correspondence.  Nowhere in my correspondence via email did I state that I would not be at the Board meeting. I stated "tonight won't work" for providing a check for the PRINTED documents, as I was given 45 minutes notice on the day of the meeting to make a decision about picking up the documents that night. As I did not have any checks at the time, I would not have been able to provide a check that night. Nowhere did I state that I would not be attending the meeting. To date, I have still not received an offer to email any documents. I will not be mailing any checks until the community manager provides emailed documentation that she will be emailing the documents. 
  
  With respect to the fees, I did not at any point ask if they were in line with industry standards. I asked for an itemized list of charges. I have been advised that there are 23 pages in total that I have requested.  I have been quoted 30 minutes to print 23 pages. In my day-to-day job responsibilities, I routinely print 23 pages or more at a time and it takes nowhere near that long to print, nor does scanning take nearly that long. As for your claim that "It takes time to scan and compile an email, or to print copies if requested. We agreed to email the documents, and the time being charged is to compile documents and attach them to the email," I would like for you to confirm that you are stating that you do not keep digital copies of community contracts. Should that be the case, that is a poor business practice. Attaching digital files to an email takes seconds and printing takes only a few seconds longer. The only way it would take 30 minutes to actively collect the contracts, scan them, and attach them to an email or print them is if they are not readily on hand.  If you have another explanation as to why it takes 30 minutes to print 23 pages, I would love to hear it.  Additionally, I would like to note that I was told the cost for the actual copies is a separate fee, not included in the hourly fee. I also see that, at the location where I would need to go to obtain copies, you are hiring a Community Association Manager at a base rate of $65,000-80,000 per year, which comes to up to $38.46 per hour, which is nowhere near the rate that you are quoting "for the managers time as well as copy expense".  Based on those costs, the manager's time for 30 minutes should come to around $19.23 (perhaps a little more if she's received raises over the years) and the copies should come to $5.75, but again, I was told the copies are a separate expense. So, since you've stated that the charge is for the manager's time and the manager has stated that the work to gather and print the documents would be done during her regular hours, that leaves over $50 unaccounted for in your explanation. 
  With respect to the lawn repair, at the Board meeting which I attended, it was explicitly stated that the lawn would be mulched, not seeded. At no point was I notified that it would be seeded until last week when I asked about the status of the mulching, at which point I was told it was seeded and now needs to be watered, which I was not notified of until I reacted out.  As I was originally told the tree was the problem, then was told the area would be mulched, and now still have the problematic tree and a lawn that is not mulched, this concern is not resolved, nor will it be until the grass grows back, which it may well not.  Should that be the case, I will have to continue to ask that my lawn be fixed. This is the third year that I have made the same request and seen no results. 
  You have not addressed my concerns. You have cited important details incorrectly, given the impression that there is information being provided to me that has not been provided, not answered the questions I have asked, and for a third year have not fixed my lawn as promised. I will close this matter when I receive an itemized list of the actual costs to collect and print or collect and email 23 pages (the actual cost, not the industry standard), when I have received an explanation of why it takes 30 minutes to print or email 23 pages, and when my lawn is fixed. Since the commitment to mulch the area was not upheld, I suppose we will literally be waiting for grass to grow on that last one, but that will give you more than enough time to provide detailed answers on the remaining items.  I recommend you start by reading the emails to see exactly what was said before unknowingly making further false claims.

  Customer Answer

  Date: 06/11/2024

  This company has not made a good-faith effort to resolve the issues addressed. Per Illinois state law, HOAs *** charge the actual cost of obtaining documents. As such, the management company should be able to provide an itemized list of actual costs, which this company has refused to do at every request.  Should the amount quoted be for the actual cost, it should be simple to provide that information. 

   

  Additionally as I have stated, I have not received any communication outside of the BBB complaint indicating that email is an option for receiving the requested documents. I have reached out to the community manager myself to confirm whether or not email will be an option. Once I receive a response, I can pass it along. 

  And finally, my lawn is still not repaired. Not only is it not repaired, but the company failed to notify me that the repair approved by the Board was not going to be completed, but instead a solution that *** not fix the problem was being implemented. 

  Thus far, the company has not resolved my concerns at all. 

  As identified in my previous reply, my concerns are not resolved.
  1.  My community manager has not reached out to confirm that emailing the requested documents is an option.  At no point has she ever offered to do so.  The correspondence through the BBB is the only time that an email option has been offered. If this is a true offer, please advise your employee to contact me to confirm that this is an option.  This will ensure that she is aware of the agreement you are making.
  2.  If you had read my previous response or the related email, you would be aware that I never once said that I would not be attending the previous board meeting. I said I would not be able to bring a check on the day in question, in large part because of the short notice. Here is the exact relevant text from the email chain you are referencing. 
  RealManage, May 1, 10:42 AM CST: "Please let me know by 11:30am if you would like the copies at tonight's meeting."
  Me, 10:44 AM: "Will it be added to my account?"
  RM, 10:50 AM: "
  No, a check to Fairway View Townhome Association will be needed tonight."
  Me, 11 AM: "Then tonight won't work."
  As you can see the conversation was about payment, not attendance at the meeting.  As I stated in my previous response, I did not state that I would not be attending the meeting.  Your claim that I did is false.
  3. This is still not an itemized list of charges like I asked for. It also doesn't address why it takes 30 minutes to print or email 23 pages.  Are the documents not already digitized?  Why is the hourly fee, during business hours for which your employee is already being paid, so much higher than the advertised salary?
  4. The repair is not completed. Whether or not work was done is irrelevant if the repair is not complete. This is the third year I have requested this repair to be completed and thus far, it is still not completed.  Again, I would also like to point out that the community manager never advised us that the grass was being reseeded instead of mulched.  The lack of communication is a problem. 
  5. You have not satisfactorily addressed my concerns nor resolved the issues.

• Initial Complaint

  Date:04/19/2024

  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.

  This company has taken our *************** money and not performed services in our subdivision since they have took over in January 2024 from a previous HOA company. We have numerous repairs around the subdivision and also at my property that I have put in several repair requests for the last 3 months that has not been fulfilled. I have contacted them on numerous occasions have emails and they State each time that they are working on my repairs to get them fixed and it is not in a sufficient time frame to get them fixed and as we speak my fence is still not fixed. Other neighbors still are complaining about issues around their home as well and this new HOA is not doing anything about it but are taking our money each month for maintenance dues. I am making a formal complaint to get these repairs done and hoping the better Business bureau can help me and the other residents that have repairs that need to be done around their home fixed. In a timely manner. I feel that they are taking our money each month and not doing anything about fixing their obligation responsibilities at my property in around other people's property. This is a new HOA and we feel that they are just taking our money and not getting any repairs done that they are responsible for. It does not take a company almost 3 months to appear a batting gate fence that will only take 2 hours to do. The subdivision is Handover subdivision in ******* *****.

  

  Business Response

  Date: 04/29/2024

  I encountered this owner at the Annual Meeting who came across as quite combative due to his fence not being repaired. We provided the board with several repair bids, engaging in back-and-forth discussions. However, the board only made a decision last week. All of this was explained during the meeting, so he was well informed about the situation. The selected contractor will start with the repairs this week.
  

  
  

• Initial Complaint

  Date:04/18/2024

  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.

  We are a small subdivision (49 units) and have been ignored for the most basic requests. We are current on our fees, annual contracts are signed, and still cannot receive proper customer service. Our basic requests - yard service, fence repairs, monthly e-blast notices. Literally the basics. We have been begging for fence repairs since Spring of 2022. It is not Spring of 2024 and the fence is falling over. We just want basic service provided to us. This companies ****** reviews are insane and match our sentiments. Its a struggle to get anything done properly. After resigning as HOA President for 3 years, the new board members have asked me for help because they are experiencing the same issues. We feel overlooked and basically feel they are taking advantage of us. Please help.

  

  Business Response

  Date: 04/30/2024

  Hello Tia,
  
  
  Thank you for taking the time to reach out to us. The Manager assigned to your community has presented proposals for both projects to the Board upon their request. However, the Board has not decided to proceed with anything that has been presented as of yet. We will continue to work closely with the Board to ensure that the community receives satisfactory service.
  
  
  ****,

• Initial Complaint

  Date:04/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I owned the condominium at ***************************************************************. The name of the *** for this condo is ******* on ****** Ranch 4. Light House Management managed the *** in March 2023. Based on my research Light House was/is a subsidiary or an affiliate of RealManage. The RealManage organization managing the *** is CircaConnect. RealManage/CircaConnect informed me in June that I had not made March and June 2023 quarterly dues for the subject property. Each payment was for $1,562.43. I had made both of the payments on time through BillPay at **** of America. **** of America informed me later that the June payment was being returned. That payment was deposited in my account a few days later. However, the disposition of my March payment is still unknown. **** of America has sent me the attached evidence of payment for the March payment which was electronically deposited into *************************** Ranch 4 account. I have been communicating numerous times with *** management team at ************************************************ via telephone and e-mail as well as other relevant sections for the last nine months to resolve this problem, but I still have no idea where my payment is. They have given me a lot of contradictory answers and no proof that they do not have the money. In addition, I have contacted the current and previous *** CAMs and a couple of the senior management staff at RealManage, but I have received no help. I can provide copies of my e-mails to them if needed. RealManage/CircaConnect seem to have no interest in helping me resolve this problem. I have communicated with **** Of America(BOA) as well. They have provided no help either. RealManage has a local office:Company Name: /RealManage/CircaConnect/Light House Manage Telephone: *****************-473-2573, ************, 1-855-877-**** e-mails: ********************** ************************ *******************************

  

  Business Response

  Date: 04/09/2024

  We haven't managed this community since November.  
  

  

  Business Response

  Date: 04/11/2024

   It's confirmed this owner came over to Ciranet she had a zero balance, which is what the beginning balance is for April 1, 2023 (phase date).  The enclosed confirmation of payment from the owner's bank shows the payee at routing # *********, which is a bank in ******** called ********************* so the payment wasn't received by Real Manage at all.  And in the research,  ******* doesn't  have any account numbers ending in 9022 or any other ********************** in Ciranet. Were double confirming with banking team.  
  
  
  

  Customer Answer

  Date: 04/17/2024

  I am rejecting this response because:   

  RealManage, through its subsidiary, Light House Property Management, was in charge of the Home Owner Association (***) at the time when my April payment was deposited in the ******* for ****************** 4 *** account. If that is not the case, RealManage should provide detail information about the entity who was in charge of the *** at that time. Since RealManage took over from that entity,they should have all the details about the timing and process of the transition and provide contact information for that organization. RealManage should provide the detailed information about timing, entities involved and contact information for all parties to the transition to help resolve this problem.  RealManage should work with **** of America and any other entity that was involved to resolve this problem. Neither RealManage nor **** of America are taking responsibility to resolve this problem and identify where my money has ended up.

  
  It seems that I have to file a complaint about **** of America as well.

  
  Thank you for your help.

  
  Regards,
  
  Sia Maleknasri

  

  Business Response

  Date: 04/18/2024

  
  
  Lighthouse Property Management was the Community Association Management Company, which is owned by RealManage. On April 1st, 2023 the association was integrated into new software. However, the association lock box mailing address & association bank accounts numbers remained the same for both Lighthouse & RealManage.
  
  
  **** of America was contacted to obtain additional information regarding this transaction to assist in research. **** of America states the owner needs to contact **** of America to further investigate their transaction for the following reasons:
  
  
  The owner entered in P.O. ******************* as the mailing address for the online billing payment
  The correct mailing address for the association for online payments is: P.O. *******************
  
  
  The association does not have a bank account number ending in 9022, nor the name of the bank with the routing number. 
  Additionally the owner entered in 1709 as the unit account number. The correct unit account number was ****************.
  
  
  The owner will need to contact **** of America to find the entity of deposit for the transaction. 
  
  

  Customer Answer

  Date: 04/18/2024

  I am rejecting this response because:   

  It took RealManage more than 10 months to confirm that the Light House Property Management who was managing the Aerial on ****************** 4 *** at time of my April payment was and is a part of RealManage. So RealManage through  was in charge of the *** at that time.

  Per the information provided to **** of America for payment, my condo unit number and account number on the *** pay slip was 1708. I have no idea where RealManage representative got the 1709. In addition, I have never seen before the long account number he/she has listed on their response. RealManage should probably look into account for unit 1709. Perhaps, they deposited my money into that account by mistake. Furthermore, I verified that the address/BOX on the *** pay slip was the same as the address that I provided to **** of America.
  

  **** of America has provided proof of payment which was ACCEPTED with a CONFIRMATION NUMBER by Light House Property Management which was/is part of the RealManage organization. So RealManage is responsible to resolve this issue.
  

  I am extremely grateful to BBB for helping get a couple of responses from RealManage in a matter of a few weeks. In 10 months that this issue has been on the table, RealMaqnage had totally ignored my requests for a meaningful communication to resolve this problem. BBB is a true blessing. I think, the only way I can get **** of America to respond as well is to file a complaint against them. I will do so.
  

  One of the two, **** of America or RealManage has my money and as long as the disposition of my money is not known and my money is not returned, I will not be satisfied.

  Thank you immensely again for BBB's effort.
  

  Regards,

  Sia Maleknasri
  

  Customer Answer

  Date: 05/01/2024

  Bank of America (BOA) representative, ********************* at **********************, informed me a few days ago that a third party, VANCO, did the payment processing for ******* on ****************** 4 HOA/RealManage in March 2023. *** representative told me further that *** had contacted ***** on my behalf. ******* had told BOA that my March payment was received and sent to HOA. I have asked *** to send me official evidence from VANCO that they did receive my payment and my money was sent to HOA care taker at the time, RealManage. In addition, I contacted VANCO myself. ***** told me that they are not authorized to give me any information and HOA management company at the time of payment should contact them directly to resolve this issue.

  I suggest strongly that RealManage contact VNACO immediately and sort this issue out. I am finding out more and more information due to BBB involvement. Thank you BBB. The new information indicates RealManage has my money and is doing little to nothing to resolve this issue.

  Regards

  

  Business Response

  Date: 05/16/2024

  I just wanted to follow up on Complaint #********, I believe we gave two responses already. Did we need to provide another response? 
  
  ***************************| Marketing Specialist

  

  Business Response

  Date: 05/29/2024

  The business provided the following information:

  In the complaint, the owner *** states via Bill *** at **** of America the payment was sent.

  Thus, **** of America would have issued a bill pay check and mailed it to the mailing address the owner listed.

  The owner's bank (BOA) mails the bill pay check to the mailing address the owner provides. If the correct address is used, the bill pay check is mailed to the association's bank lock box for deposit. I am not aware of VANCO as a RealManage partner and VANCO is not the association bank.

  From the information from **** of America, Sia processed a payment through BOA & *** entered the wrong account number & incorrect payment mailing address.

  **** of America has not provided any proof or confirmation that this check was accepted by Lighthouse Property Management.

  The owner entered in ********************** as the mailing address for the Bill *** payment. 

  The correct mailing address for the association for payments was: PO Box *****, *****, ***

  The association does not have a bank account number ending in 9022, nor the name of the bank with the routing number.

  Additional, the owner entered in 1709 as the unit account number. The correct unit account number was ****************.

  Customer Answer

  Date: 05/30/2024

  I am rejecting this response because:   The information RealManage has provided is incorrect. The account number that I gave **** of America for payment was exactly what was send to me by RealManage/Lighthouse for payment. A representative of RealManage has confirmed to me recently that LightHouse a subsidiary of RealManage in charge of the association at the time of payment used VANCO, a payment processing company to handle HOA payments. Despite my previous many suggestions, RealManage has made no effort to contact VANCO to sort out what VANCO has done with my payment. **** of America has told me that VANCO did process my payment toRealManage/LightHouse. Clearly, they are not putting any effort to resolve this problem.

  Customer Answer

  Date: 05/31/2024

  Dear Sir/*****,

  I have attached the Billpay account information from **** of America (BOA). This shows the account details for the *** that RealManage/LightHouse had provided to me for quarterly payments.

  ***** refused to provide any information to me. They told me that tehir client, i.e., their client, RealManage, should contact them for the information. However, *** told me that ***** told them that they had processed my payment to RealManage/LightHouse. I have asked *** to send me an official proof of this in writing.

  I do not understand why RealMnage is reluctant or can not be bothered to contact VANCO.
  

  BOA has not provided any additional information at this time.

  Thank you for your help.
  

  Regards,

   

  Sia Malkenasri
  

• Initial Complaint

  Date:03/26/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contracted with RealManage to be our property manager. We terminated the contract early due to them over charging our HOA repeatedly on 11/30/23. They kept $4,623.68 of our money in escrow for what they said would be 75 days. When we got their final accounting on Feb 22, 2024, they overcharged us $150. We have tried repeatedly to contact them to return the $150 and even sent them our contract. They have stopped responding to us and have given us no explanation as to why they kept $150 of our money. We just want our remaining $150.

  

  Business Response

  Date: 04/09/2024

  We appreciate you bringing this matter to our attention. RealManage strives to provide exceptional service, and we apologize for any inconvenience or confusion regarding your account.
  After reviewing your concerns, we have identified that the $150 in question was for six delinquency notices that were sent out prior to the expiration of your contract. As per the terms of the contract, each notice incurs a fee of $25, totaling $150.
  We understand your frustration and thank you for your understanding in this matter. We value your business and hope we have resolved this issue to your satisfaction.

  Customer Answer

  Date: 04/09/2024

  I am rejecting this response because:   If you had read our contract you would have realized that we had an agreement that allowed for 10% of the total units on a monthly basis.  With 67 units this would mean that we would be allowed 6.7 collection notices without a charge.  We have repeatedly sent you our contract and pointed this out to you and yet you still fail to honor our agreement.  We still feel that you owe us our $150.  Please read our contract.  I have attempted to add our contract to this message.  You will find the collection modification under Exhibit A Other terms.

  

  Business Response

  Date: 04/16/2024

  Thank you for bringing this matter to our attention. We have reviewed your account and can confirm that the $150 charge for the collection letters was previously approved for refund, but unfortunately, the refund did not take place as intended.
  We sincerely apologize for this oversight and any inconvenience it may have caused. We have now processed the refund, and a check will be mailed to you today. You should receive it shortly.
  If you have any further questions or concerns, please feel free to contact us. We appreciate your patience and understanding.

  Customer Answer

  Date: 04/22/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/25/2024

  Type:Sales and Advertising 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.

  Company is harassing homeowners claiming an unidentified vehicle is parked on lot in violation of CC&Rs.

  

  Business Response

  Date: 03/29/2024

  The violation is closed.

  Customer Answer

  Date: 04/01/2024

  Complainant is rejecting business response because:   Proper identification of violation letter(s) potentially removed from account has not been provided.  There are two separate violation letters and the BBB has combined them into one complaint.  With the only response seen from the business being "The violation is closed", the business has made no indication of what violation was "closed".  This is exactly the kind of nonsensical response that is typical from the business.  Official proper paperwork documenting the business responses to the two separate violation letters indicating that they are both closed is the proper way to resolve the violation letter issues and two of the complaints to the BBB.  The third complaint to the BBB has not been addressed or resolved.  The third complaint to the BBB is regarding a specific employee who has harassed homeowners over more than a decade and provided vile responses and misinformation yet keeps communicating with homeowners after being specifically instructed not to in any way ever again.

  

  Business Response

  Date: 04/02/2024

  The violation for inoperable vehicle has been closed.  The violation for gate in disrepair remains open.  ************************ is only allowed to speak with one individual at the management company because of his past harassment of numerous employees (which includes over 180 calls in a three day period to the management company concerning his most recent violations).

  Customer Answer

  Date: 04/02/2024

  Company response is harassing in nature and is fully rejected.  Bogus claims by the company and its employees are the norm.  The fact that one of two violation letters was removed is indication of another bogus claim against homeowners.  One violation letter sent by the company requires proper mailed documentation of removal and reason for the removal.  The second violation letter remains open as indicated so complaint is not resolved and response remains rejected.  *********** has been specifically asked what resolution will be acceptable for the second violation and has only responded that three entire gates on one side of a home need to be replaced.  That is a ridiculous irresponsible answer for a claimed paint issue made from ~100 feet away.  If that's the appropriate resolution then logically many common area walls in the Tone Ranch Estates HOA community must be replaced since they are missing paint and/or have mismatched paint.  That is really just a seriously uneducated and dumb response made by the company.  As indicated in its response to the BBB, getting the company to simply answer phones is nearly impossible.  Answering 2% of calls is inexplicable inexcusable and irresponsible behavior by the company and is an additional BBB complaint point.  This behavior by the company has incensed many homeowners as documented in numerous Yelp and other reviews of the company posted online over many years.  *********** simply refuses to answer phones and many calls are sent directly to voicemail without any employee taking any responsibility to accomplish anything or even answer the simplest questions.  One excuse given by the company for not answering calls was "limited staff".  Apparently they need to hire more employees to handle homeowner calls about their bogus violation letters.

  Customer Answer

  Date: 04/09/2024

  Company is expected and paid by homeowners to provided normal official written dated and mailed notices regarding any and all violation notices and removals.  As of today, no official notice of this kind regarding any violation removal has been received other than unofficial comments made to the BBB which are obviously not official documents in any way.  The company's refusal to cooperate (or even answer phone calls) is indicative of its normal behavior and level of animosity towards homeowners and is is NOT in any way resolving any issue.  This behavior is NOT expected professional behavior from any company that clams to "manage" such issues as a normal business activity.  Official dated notice is required to resolve any issue such as violation removal including the reason the violation was removed.  If this official document is not obtained than the homeowners are left at risk of the company denying any such violation removal.  Company has been recorded inexplicably giving homeowners directly conflicting information and is expected to do so again.

• Initial Complaint

  Date:03/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trying to get an approval for a shed through Real Manage for almost two months now. I got an approval but it said the shed must be 7 feet away from the property line/fence line. I email them to ask could I see that in writing. They sent a document that does not state this 7 foot rule anywhere. I have sent multiple email and made multiple phone calls to the ************ number. Each time I get transferred to a voicemail and I leave a message or they cannot reach the person dealing with my particular area ***********************. I continue to call back and be lied to stating someone will call me within 72 business hours. Then I was told they talked to ************ (they would not give me his last name) who is the ** of the ******** area and he said he would walk down and tell ***** to give me a call. Still nothing. I have asked for supervisors and they have elevated my request. Still no phone call. I pay them my HOA fees every year on time. I want someone to call me back. There is no reason it should take almost two months with no answer. I do not know if it is my race, my constant calling and emailing or what.

  

  Business Response

  Date: 03/29/2024

  Thank you for your feedback. On March 28, 2024, we spoke to the homeowner and provided the information he requested. While the information provided was the decision by the Board, the homeowner requested information to corroborate the approval the Board gave, which is not required within the documents for the Association. However, this issue has been resolved.

  Customer Answer

  Date: 03/29/2024

  I have reviewed the business response and accept this resolution.  However, after 60 days of trying to get a hold of someone for such a simple answer, it cost me extra money now for my project and the original answer was 7ft that has now been changed to 5 ft. Horrible customer service. Them saying sorry does not make it even close to being right

• Initial Complaint

  Date:03/20/2024

  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 had multiple run ins with this hoa , non stop harassment since I moved into this house . I was told by **** a member here that I had no choice in the change in my front yard even though at that time my house wasnt on the list . After I left a voicemail for the manager at brown community he left me a voicemail stating that my yard wasnt being changed , Yet today the landscapers showed up at my door and told me they are changing my yard . How can you do that to someones house without a say? Everyone at this board is rude so unbelievably rude

  

  Business Response

  Date: 03/25/2024

  We have been in contact with this homeowner many times over the past number of months regarding her concern for the front yard landscaping.  As communicated to the homeowner on multiple occasions verbally and in writing, her front yard will not be transitioned from grass to rock at this time.  There are other yards in the community that are projected to be changed, however her yard is not changing.   The HOA maintains the front yard landscaping and has the discretion to make changes whether for maintenance, water usage, aesthetics and overall budgetary reasons for the front yard.  The homeowner has also been invited to attend board meetings to share her concerns with the board.  We hope that we can work towards a resolve with any further concerns she may have with the front yard landscaping.
  
  
  

• Initial Complaint

  Date:03/20/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Someone at Vision Community (Rovey Farm HOA) changed my mailing address without getting any authorization from me, the homeowner. Because of that, I am not getting any statements and notice, which is required by law. Due to missing notices, I am getting charge for late fees due to increased HOA fees from last year, which I was not aware of until yesterday, March 19th (someone finally reached out via e-mail). I would like to discuss this situation and resolve the problem, but I cannot get a hold of anyone by e-mail or phone calls. Yes, when I reply the e-mail *************************** I am getting a mail rejection says access denied. I have attached the records. I need someone from the Executive team or management team to reach out to me so we can get this situated as there might be compliance concerns. Please give me a call at ************. Thank you ******

  

  Business Response

  Date: 03/25/2024

  It is my understanding that he filed this complaint before ****** spoke with him

  I spoke with him on 3/20 and explained to him why he had a balance and why his mailing address had been updated. There is a note in caliber from *********************** on 3/9/20 where she had emailed the owner for an updated address and he provided the address that he wanted mail sent to. By the time we ended the call he seemed happy and was going to be sending in his balance due.

  
  

  Customer Answer

  Date: 03/25/2024

  I have reviewed the business response and accept this resolution.