ComplaintsforRealManage

• Initial Complaint

  03/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

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

  

  Business response

  03/29/2024

  The violation is closed.

  Customer response

  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

  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 response

  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 response

  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

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  03/25/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  03/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Online portal conflicts with paper mailings. Paid noted amount. Now im being told about missed payments after the fact. Was not included with legal fees, on the mailing. My account has not been updated. If this was a promblem why wasnt included with legal fees at the time of all the other fees the charged me with. I can lose my house due to them not doing there job throughly. This is a problem that has been going on for a while. Smells like they are Phishing.

  

  Business response

  03/22/2024

  The online portal appears to be consistent with the account statements provided to the owner. The last online portal activity logged by the owner was on 12/28/23 at 05:37 AM. The online portal is more accurate as statements are generated and mailed which may cause an unavoidable lag between real-time information online, and statements sent via USPS.
  
  For reference, the owners in this community pay their assessments via coupons and statements are only generated when an account is delinquent. There have been 37 statements provided to this owner between December 2021 and February 2024. The late fees and charges are normal and customary. The owners online account has been updated as recently as 3/18/24 contrary to the owners assertion. This owner has been adequately and timely notified of the status of their account, including legal fees and late fees. We respectfully request to know how the complainant calculates the disputed amount in order to consider her request.
  
  In closing, we would be happy to respond to any specific concerns as we have consistently done with this owner in the recent past. Thank you for the opportunity to respond to this concern.
  
  

• Initial Complaint

  03/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for auto-pay with our HOA management company in January of 2020. They have been automatically taking *************** out of my account ever since. I noticed last week they have been charging a recurring charge for a late fee on my account without my knowledge since June 2023. I have received NO notification that money was not taken out. I also NEVER stopped auto-pay. If I download a statement, it doesn't even show there is a late fee. I contacted them on Friday via their call service, emailed them today and tried to call them back. They claim b/c I missed a payment in June, they have been cumulatively charging me a late fee. Again, I have auto-pay, so I am under the assumption they are automatically taking the money out of my account. They took the money out of my account in May and July, but not June for reasons unknown to me. They have been taking HOA fees out of my account since then as well. I would like for them to drop all late fee charges against me as this is not my fault. If they need the June payment, I will pay that, however, I need the late charges dropped as that is the fault of the management company and not me. I have attached my confirmation into auto-payment from 2020, I have attached latest statements showing zero indication I owe any late fees as well as the property management's unacceptable response to my inquiry with an attached statement that I can't see through the regular statements downloadable on the site.

  

  Business response

  03/19/2024

  The account indicates they have only been charged the monthly assessment rate of $642.76 for their unit as of 06/01/2023.
  
  While late fees were incorrectly applied to their account, those were waived and were never charged nor collected from their actual bank account. Their account is set up for assessment rate only. They paid the proper assessment rate of $642.76 each month from June 1st. .
  
  It appears the owner may not be aware that their new budget starts on June 1st of each year. As of June 1, 2023, the owners rate went from $603.51 to $642.76.
  
  Ive attached a copy of the budget for the fiscal year that runs 06/01/2023 to 05/31/2024.
  

  Customer response

  03/21/2024

  What is frustrating is that no one talks to anyone in the office.  I got my issue resolved with one of the people in the office while another was telling me I missed payments and this response is telling me I didn't know my assessment went up, which has nothing to do with what happened.  I knew it went up, but in the assessment notice, it says no need to do anything because the system will adjust it if you're on autopay, which I was.  One person explained to me that there was a glitch in the system on June, which is why it wasn't taken out automatically.  So that person fixed my issue, but I do want to note these people don't do their due diligence and make you go through a lot to fix an issue that was their fault in the first place.

  Customer response

  03/21/2024

  I have reviewed the business response and accept this resolution. What is frustrating is that no one talks to anyone in the office.  I got my issue resolved with one of the people in the office while another was telling me I missed payments and this response is telling me I didn't know my assessment went up, which has nothing to do with what happened.  I knew it went up, but in the assessment notice, it says no need to do anything because the system will adjust it if you're on autopay, which I was.  One person explained to me that there was a glitch in the system on June, which is why it wasn't taken out automatically.  So that person fixed my issue, but I do want to note these people don't do their due diligence and make you go through a lot to fix an issue that was their fault in the first place.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ********************* Community, **** (the Association) hired Real Manage (Manager) to manage the Home Owners Association. In October of 2023, the Association notified the Manager that the Association was in need of insurance. Values were provided to the Manager in October of 2023. In January of 2024 the Association sent an email asking for an update. ***************************, instructed ******************************* to follow up on requests. **** emailed the Association that he called *******************, head of the insurance department, and confirmed that as long as the Association has its own builders insurance that company would cover the Association. However, the Association has never had builders insurance. The Association emailed a response to the Manager informing the Manager that the developing entity no longer owned the property that the Association was needing covered. The Association has asked multiple times for the following information:1)Applications for Insurance that were sent October 2023 2)Denial of Coverage Emails from the underwriter October 2023 3)Emails of POV October 2023 and 2/27/24 The above records are the property of the Association, and the Manager refuses to provide the records. I am requesting assistance from the BBB in obtaining records for the Association. I would not recommend Real Mange to any other developer. The Manager has a fiduciary duty to the Association which has been breached. Trust is broken and due to the Managers lack of transparency I do not believe that it can be restored. I have requested a meeting, and that request has been ignored. I do not have a direct number for anyone that handles my account, I must call an 866 number, wait on hold only to leave a message. If they are treating their customer who initial hired them in this manner, I can only imagine how our future Home Owners will be treated.

  

  Business response

  03/08/2024

  We are aware of the below as we have been in constant communication with ******** (who submitted the complaint) the declarant for several weeks now.  We are also working to coordinate a meeting with her next week as she requested this week.

  

  Business response

  03/11/2024

  Thank you for bringing these concerns to our attention. We greatly value open communication, and it's essential for us to address any inquiries promptly. Our local team has taken note of the information you've requested, and it has been sent accordingly to you via email.
  Based on insurance expert advice, our understanding is the communities in question did not meet the qualifications for coverage in 2023. However, we are more than willing to arrange a discussion at your convenience. We are committed to addressing any remaining questions you may have. Please feel free to reach out, and we'll be ready to assist in any way we can.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ***** ******************* Community, **** (the Association) hired Real Manage (Manager) to manage the Home Owners Association. In October of 2023, the Association notified the Manager that the Association was in need of insurance. Values were provided to the Manager in October of 2023. In January of 2024 the Association sent an email asking for an update. ***************************, instructed ******************************* to follow up on requests. **** emailed the Association that he called *******************, head of the insurance department, and confirmed that as long as the Association has its own builders insurance that company would cover the Association. However, the Association has never had builders insurance. The Association emailed a response to the Manager informing the Manager that the developing entity no longer owned the property that the Association was needing covered which is why the Association requested insurance back in October 2023. The Association has asked multiple times for the following information:1)Applications for Insurance that were sent October 2023 2)Denial of Coverage Emails from the underwriter October 2023 3)Emails of POV October 2023 and 2/27/24 The above records are the property of the Association, and the Manager refuses to provide the records. I am requesting assistance from the BBB in obtaining records for the Association. I would not recommend Real Mange to any other developer. The Manager has a fiduciary duty to the Association which has been breached. Trust is broken and due to the Managers lack of transparency I do not believe that it can be restored. I have requested a meeting, and that request has been ignored. I do not have a direct number for anyone that handles my account, I must call an 866 number, wait on hold only to leave a message. If they are treating their customer who initial hired them in this manner, I can only imagine how our future Home Owners will be treated.

  

  Business response

  03/08/2024

  We are aware of the below as we have been in constant communication with ******** (who submitted the complaint) the declarant for several weeks now.  We are also working to coordinate a meeting with her next week as she requested this week.
  

  

  Business response

  03/11/2024

  Thank you for bringing these concerns to our attention. We greatly value open communication, and it's essential for us to address any inquiries promptly. Our local team has taken note of the information you've requested, and it has been sent accordingly to you via email.
  Based on insurance expert advice, our understanding is the communities in question did not meet the qualifications for coverage in 2023. However, we are more than willing to arrange a discussion at your convenience. We are committed to addressing any remaining questions you may have. Please feel free to reach out, and we'll be ready to assist in any way we can.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  For the property at *******************************************************, I am filing this complaint regarding late fees that are supposedly removed in July 2023, but are not to this day, and continue accruing $15 every month by RealManage, though RealManage has received all payments on time since July 2023.I pay monthly assessment automatically through *********** The check typically arrives around the 7th with plenty margin against the due date on the 20th. In July 2023, I noticed two late fees from March and June. Called the office, and later received a call from the community manager. *** stated that there was a system issue, and she would "take care of it" by removing all the charges. When I checked my account again 1/24 and was shocked discovering that only the 6/23 late fee was removed, 3/23 fee stays after the July conversation for reasons I was not informed. And my account has been charged $15 fee every month since July 2023, even though RealManage has received all subsequent payments on time.1/21/24 I called the office and explained the problem to a rep. *** removed four charges later but 3/23 fee which is the root cause is still in my account. 2/16/24 called again and explained the problem to a different rep, he created a case so that community manager will contact me in 3 business days.2/21/24 received an email from associate manager ******************************* stating that they can not remove additional late fees. *** didn't mention the July 2023 resolution.2/23/24 I called, asked to speak to ******* to explain the 3/23 late fee and 7/23 resolution. I left a message but she never called back.2/27/24 I called and asked to create a case to speak to a property manager. Hope to hear back from someone in 3 business days, I also left message giving a brief history. Again no response. I want to point out that the 2nd rep I spoke to was incredibly rude and showed lack of basic job training. I had to make the 2nd call because I was transferred to a phone that doesn't accept message. *** cut me off by saying "You already called", added that I needed to be patient. Really after 7 months and ongoing monthly charge?!!!Communicating with HOA is not a new thing, but this is the worst ever dealing with such disarray and unprofessional attitude.

  

  Business response

  03/14/2024

  RealManage does not have the authority to waive fees on homeowners accounts without Board approval. This homeowner has requested multiple fee waivers which the Board has previously waived, however, the Board has decided they will not waive any additional fees. This has been properly documented and communicated to the homeowner. 
  
  

  Customer response

  03/14/2024

  I am rejecting this response because:   

  This is not about receiving no consequences due to owner's not following HOA rules and not taking responsibility for their mistakes. This is solely because the management office charged a fee by mistake in March 2023 by its own explanation, agreed to correct the error in July 2023, still has not followed through, and charges more fees every month on top of the error. I do not have a late payment.

  I asked to talk to managers to explain the issue, unfortunately have not been contacted so far. 

  

  Business response

  03/19/2024

  The homeowner's original request was for late fees in July, August and September to be waived. The Board approved waiver of these fees and they were waived. Additionally, late fees were waived for October, November and December. The homeowner received late fees in March and June of 2023 and these have not been paid to date. These fees were not approved by the Board and cannot be waived, as they already waived 6 months worth of late fees. The homeowner is responsible to pay the late fees remaining on her account. 

  Customer response

  03/19/2024

  I am rejecting this response because: 

  The community manager's response showed a lack of understanding of the history of this late fee dispute. She mentioned waving fees in July, August, September, October, November and December. These fees are baseless because RealManage has received my payments around 7th each month in all the months she mentioned. The only fee from March 2023 is the one RealManage agreed to remove last year because of their internal system issue, not due to home owner's late payment. I have attached HOA statements in my original message and reattached again.

  I asked multiple times to speak to ******* over the phone to give her the explanations since early this year, and still have not heard from. She needs to answer the following questions:

  1. Is RealManage going to remove the March fee as agreed by RealManage in July 2023?

  2. Is RealManage going to remove all additional fees even when they have received my monthly payments on time?

  I offer to go to the management office and sit down with the manager or her peers to go through each line in the statement to explain and establish a common base.

  Customer response

  04/10/2024

  Hello,

  After waiting two and a half months for a direct communication with the community manager, I visited the management office, was able to explain and point out to the office the mistakes in the statement. As results, I received updated statement showing the error finally been corrected. I am satisfied with this outcome.

  Thanks,

  ****

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was laid off last year & was working to pay down my HOA fees. I contacted Real Manage & let them know what was going on. They advised that that was fine & to keep them updated if anything changed. This month, I went to pay my HOA & was unaware that my account was sent to collections. No notification, nothing...no one can give any additional information. So, I contacted the collections agency & no one answers the phone. I have no idea what's going on but I need this resolved.

  

  Business response

  03/12/2024

  The consulted, the board, and this account should not have been transferred to collections as the owner was making payments. We are recalling it today. The owner was contacted and notified of this action.

*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. ↩