ComplaintsforResidential Realty Group, Inc.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Subject: Urgent Complaint Regarding Unfair Practices by Residential Realty Group, Inc Dear Better Business Bureau, I am writing to formally file a complaint against Residential Realty Group, Inc, the property management company handling affairs on behalf of *** ***** ** ** ********** ********* ************ ***. Since 2021, I have been faithfully paying through the portal as per their instructions. However, sometime in 2023, without any notice, they engaged in the following troubling actions: 1. Changed the payment portal. 2. Cancelled the auto-pay arrangement I had diligently set up. 3. Charged me $183.53 fraudulently, supposedly for a letter their attorney admitted to never sending. 4. Imposed an additional $400 fee for sending a notice about an alleged balance due to their actions in cancelling my auto-pay. Despite my efforts to address this matter through several emails, there has been no response from Residential Realty Group, Inc. Additionally, my interactions with the attorney representing the association have been unproductive, as he seems focused solely on receiving the $583.53 without acknowledging the lack of notice on their part. I kindly request your intervention in reaching out to Residential Realty Group, Inc. to ensure a fair resolution. I have consistently paid my dues without any issues since 2021; it was their unilateral cancellation of the portal without notification in 2023 that has led to this unfortunate situation. Thank you for your prompt attention to this matter. Sincerely, ****** *********

  Business response

  01/29/2024

  1. Changed the payment portal: Notice was sent to all residents on March 16, 2023, notifying them of the upcoming change from ********** to *******. Please see attached letter.
  

  2. Cancelled the autopay arrangement: Included in the above referenced letter from March 16, 2023, we also notified residents that with the change of software also included a change that *** **** no longer would be processing payments as of March 15, 2023, which meant that any auto-pay arrangements that were previously set up would no longer be processed and cancelled.
  

  3. Charged me $183.53 fraudulently supposedly for a letter their attorney admitted to never sending: This is the process and guidelines that are provided to Residential Realty Group from *** ***** ** *** *********** ***** ** ********* that was adopted when the community was formed. Residential Realty Group follows these guidelines to properly and effectively manage their property based on the given policies for collection of past due HOA fees in accordance with the Fair Debt Collection Act.
  

  4. Imposed an additional $400 fee for sending a notice about an alleged balance due to their actions in cancelling my autopay: Following HOA guidelines provided by ***************************s Board of Directors once we have not received payment the account goes to the attorney which was chosen by the board of directors to then be collected on. This process includes legal fees paid to the attorney for services to collect on past due accounts. 

• Initial Complaint

  12/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  see date of resale package ordered 11/1/23 ( 20 days promised delivery) see emails where Residential Realty received photos from "inspector" of property (single family home) see date emailed legal document resale package with ERROR over charge for annual townhome HOA fee for resale package pending closing see photos of single-family home ( 2 pages unique to package specific to property) other 125 are for subdivision see SDAT Maryland real property search showing SF (single family home) and pdf photo DETACHED HOME THE CORRECT PACKAGE WAS NOT DELIVERED WITHIN PROMISED 20 DAYS when i pointed out SDAT and photos show single family home they did correct , i asked for a refund because i did the work , they prepared 2 pages w error over charge on a LEGAL DOCUMENT for closing and shoudl be held accountable and responsible for their error. highly unprofessional , wasted weeks of my time denying and avoiding and not even understanding how to access md sdat or real property search. this is their job. please refund full amount promptly

  Business response

  12/19/2023

  In response to this compliant, the process for this Community relies on the Board of Directors (volunteers) to inspect the home that is requesting a resale packet.  This is to ensure that the home meets all the governing documents, ensure monthly assessments have been paid and must be in accordance with Maryland Homeowner Law.

  By Maryland Law the board of directors and our office (once received) has up to 20 calendar days to complete the inspection and send the completed resale packet.  This was completed by the board on November 21, 2023 and was forwarded as the email shows to Ms. ********** on November 21, 2023, which was 20 days.

  A review of the resale packet does not show that any reference was made regarding the style of the community, i.e. townhome vs single family home.  The Community name is ********** ******* ********* ************ ***.  As such, a refund is not warranted and our process are reviewed monthly to ensure the correct information is provided for this legal document.

  Thank you

• Initial Complaint

  07/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am currently selling my house in a subdivision RRG manages. A current copy of the HOA documents is required to sell the house, with the buyers having 5 days to review the documents. I ordered the HOA documents on 6.8.2023 and as of today, 7.5.2023 we have not received the documents. Per the ordering process I did not select the expedited delivery as at the time there was over 30 days until closing. I am currently closing on the house on 7.18.2023 and documents are due to the buyer by 7.12.2023 to allow for the 5 day review. Due to the failure to deliver the documents in a timely manner, I am asking for two actions to satisfy this complaint. First the documents must be delivered by email by 7.7.2023 to the buyer (in the attachment). Second, due to the time I have now spent following up on this, I would like the $250 charge refunded to me.

  Business response

  07/10/2023

  Good Morning,

  Our office recognized an oversite on our end.  The resale packet has been delivered to the homeowner and a refund sent to owner via the third party company ********** who manages the resale process.

  Thank you for your assistance,

  Charlene M********, 
  MS, MS, CMCA®AMS ® PCAM ® 
  Executive Vice President
  
  

• Initial Complaint

  05/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  - continually have refused to respond to calls and emails in a timely manner - have called the cops at 9PM on me for parking in front of my own house to which the police said I’ve done nothing wrong - their contractors destroyed my pavers and they did nothing to fix it, they even walked by my house with the contractor, and Toni revealed my information to the contractor and laughed at my damaged property - they do not uphold their contract re: maintenance and lawn care - after several notifications, they have left network and electrical boxes exposed throughout my neighborhood which is their responsibility. This poses a massive safety risk to children and pets They have consistently displayed a pattern of harassment towards people that ask them to execute their duties and refuse to respond to anyone who disagrees with them.

  Business response

  05/25/2023

  Good Afternoon,

  Our office is submitting this response regarding the complaint ID #******** from Homeowner, **** ********. We would like to address his concerns individually below and explain how the HOA’s Management Company is contracted to operate per the Community’s governing documents.
  Refuses to respond to calls and emails in a timely manner: Please see the attached call logs and email correspondence; we have responded to every email and call from Mr. ********.
  Have called the cops at 9pm for parking Infront of his home: Both streets within the ********* **** ********* are County Roads with Double Arrow No Parking signs which any resident can call the police to report the said vehicles parked along the side of the County Road. Management does not monitor the parking or notify the police for vehicles parked on the County Roads within the community.
  Toni revealed my information to the contractor and laughed at my damaged property. – The concrete vendor, Board President and Manager walked the property to inspect all of the work performed to note any areas that needed further attention. At no point was there a discussion or laughter pertaining to this homeowner. (in regards to his damaged property please see attached emails where he Thanks us for addressing his paver issue so promptly.)
  They do not uphold their contract re: maintenance and lawncare: Management sent an email to the landscaper on behalf of the Board of Director to inspect the dead grass in the common area strip along the curb in front of Mr. *******’s home. The landscaper determined the small yellow spot in grass was from dogs urinating. The Board will make a decision on whether they would like the landscaper to seed all yellow spots along the both sides of the street caused by dogs urinating.
  After several communications they have left the Network and electrical (cable) boxes exposed throughout the neighborhood: This has been explained to Mr. ******** on several occasions that neither the Association nor the Management Company hold contracts with the network and utility providers, therefore, neither the Board nor Management are able to call to report this situation due to neither having the necessary account number affiliated with these boxes. Residents that utilize these services must reach out themselves to report damaged or exposed equipment and provide the required account number(s).
  Please see the attached Management contract which explains the services between Residential Realty Group, Inc. and ********* **** ********* Association.
  
  Additionally, please see the attached correspondence’s regarding Mr. ******** complaints our office received.
  
  The concrete work was completed last year (2022) at which Mr. ********’s brick pavers were placed back where they were originally and the Owner was satisfied based on the attached email. This new complaint was brought on by a Lawn violation notice that Management had placed notice on Mr. *******’s property two weeks ago for having grass over a foot high in his rear yard. He was not being singled out or harassed as Management was doing the yearly Architectural walk through and posted to multiple homes throughout the community.
  
  The owner is very disrespectful and not understanding the roles of Management and those responsibilities of individual homeowners.
  
  It is important to note, Mr. ******** has threatened Management stating: “you are not allowed to come on my property and if you do I will have you arrested.” The Association, via management is doing their fiduciary responsibility throughout the entire community and singling any one person or harassing anyone. 

• Initial Complaint

  07/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Residential Reality collects association fees from residents of *********** at about $320/monthly. They inconsistently provide association services and are unresponsive to customer inquiries. Currently they are blocking me from making proactive repairs to my deck after six weeks of being unresponsive. I reached out to ask about coordination and they said they didn't understand what I need from them. I reiterated that I wanted to make sure I was following any coordination needs with the association. Laura B******* said they'd given me the name of a contractor and "isn't sure what else I need." Last night I made a final attempt to coordinate with them and they sent me a form and shared that I needed Board approval - the work is scheduled for Friday. I am disgusted. Further they fail to keep the pool open and available during the promised hours, do not maintain the very few amenities such as the grill which at this point is a safety hazard, and leave passive aggressive notes around the complex telling residents to keep quiet. I've lived here since 2016 and the experience has become more and more heinous while the gladly increase fees each year. They do not freely share information or help residents navigate their intentionally complicated processes, but instead are unresponsive at best and combative on their worse days. I've been working with *********** from the *********** board and Laura B******* from Residential Reality. And it's been one of the worst customer service experiences I've had. There is clearly no accountability to be had.

  Business response

  07/19/2022

  Business Response /* (1000, 6, 2022/07/12) */ ************** wanted to replace her deck boards and ***** connected her with *****************************. We attempted to explain several times that the association is responsible for replacement when it comes due in the Reserve Study so she should only replace the damaged three planks that she currently has. She wanted to use **** but we told her that does not conform with the current decking material used by the Builder. Yesterday she agreed to let ***** replace the deck boards with the current like material and not ****, so this should now be resolved. I believe *** is scheduled to do the work on Friday of this week. I don’t know if ***** would like to add anything. This lady was set on using **** and initially would not back down and got angry attitude about it. Laura

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