Complaints

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

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  Cardinal Management Group, A RealManage Company

  4330 Prince William Pkwy Ste 201 Woodbridge, VA 22192-8102

  
• 

  Cardinal Management Group, A RealManage Company

  3704 Golf Trail Ln Fairfax, VA 22033-2603

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/04/2024

  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 the residents of the ****************** of the ********************* at **************** and it is managed by Cardinal Group Management. The Inverness *** recently raised the *** fee to cover current and future capital projects starting 2023. The *** just started a process of repairing the concrete work (curbs and aprons) around the community (June 5-June 13). The process of determining which parts to repair lacks of transparency. The apron in front my unit is broken all the way through and we contacted the manager (***** *****). He initially said it is too minor and later when I go to the office talked to him, he says there is no budget for that as he walked through the community with the concrete contractor to determine which needed repair. The marked with white paint are eligible for repair for reference. Ours is without paint.

  Business Response

  Date: 01/22/2025

  See attached business response.

• Initial Complaint

  Date:05/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We sold our house in April 2024. Cardinal Management Group manages the subdivision for the **** Two reinspections were necessary to get the *** release needed to sell the house. Each reinspection was charged at around $140 each but an additional charge of $70 for "Escrow Dues" for each reinspection was also charged. There was no need, nor service provided, for the two $70 Escrow Dues fees. My realtor questioned these and Cardinal would not remove the charges citing "policy."Selling our house was a significant transaction that could not be held up by a relatively small dollar amount so we paid the charges. Now that there is time to address this, we want our money back and believe Cardinal should stop ripping people off.Address of house sold:****************************************

  Business Response

  Date: 01/22/2025

  See attached business response.

  Customer Answer

  Date: 02/05/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21782994
  
  I am rejecting this response because:

  Cardinal response doesnt address the issue. They join the reinspection service and fee with the escrow report and fee, and dont allow those to be separated when the escrow report is not needed. I do not dispute the reinspection fees. 
  

  When numerous requests were made to not pay for not needed escrow reports, Cardinal representatives cannot help and hide behind Cardinals policy.

  This predatory policy cost my family $140 for absolutely no value 

  To reiterate, Im requesting a refund and making the suggestion that Cardinal stand up and do the obvious right thing and allow the separation of these items when appropriate. The people coordinating settlements will know what they need. 
  

  
  Thank you. 
  
  Regards,
  
  ****** *******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:04/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered and paid for an HOA re-inspection for a resale disclosure through a service called Condocerts and was charged $211.97. VA **** website states that the maximum charge allowed for this service is $141.31. In addition I want the public to be aware that HOAs are not allowed to add new violations to the report provided from the re-inspection. Now that consumers are required to pay for these services at the time they are ordered they may not be aware of what the **** rules are. Cardinal Management almost de-railed this sale by adding new violations to the report. Buyers are not required to close if there are HOA violations and it puts the seller in default of the contract. There could have been very serious consequences over the HOAs unwillingness to correct the error in a timely fashion.

  Business Response

  Date: 05/31/2024

  To Whom It May ************** understand the confusion and frustration experienced by the unit owner at the time of their property sale. However, we will not be refunding the amount of $211.97 for the purposes outlined below.
  The unit owner ordered a re-inspection package, which includes a re-inspection, escrow dues, and a financial update. This is broken down in the order confirmation provided by the unit owner and re-attached here:the cost for re-inspection was $141.31, and $70.66 for a total charged amount of $211.97. The **** attachment additionally states that $70.66 is the fee to expedite the inspection, hence a re-inspection turnaround time of three business days. The attachment also states that, according to (55.1-2316.A) of the VA Resale Disclosure Act, unless otherwise provided by the association, the appropriate fees shall be paid when the resale certificate or financial update is requested.
  Regarding the matter of not including new violations upon re-inspection, our representative who completes the inspections typically only looks at the existing violations. For the initial inspection, our representative contacts the unit owners and requests that, if there is a gated fence, the gate be left open for ease and safe access to the rear of the home.Unfortunately, during the first inspection, our representative could not safely get pictures of the rear of the home, but there was access via the open fence gate for the re-inspection. During the re-inspection, a violation was foundrepair of the deck and lattice that was leaningand this was added to the resale package due to the sensitive nature of the violation. The violation was deemed a safety concern, resulting in its addition to the re-inspection. The addition was reviewed and approved by the Portfolio Manager for the Association and the ******************* Vice President.
  After the unit owner subsequently fixed the deck and lattice, the Portfolio Manager authorized an update to the re-inspection order at no cost to the owner, although it would normally incur an associated cost.

• Initial Complaint

  Date:12/22/2023

  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.

  From April, 2023, Cardinal Management Group was charging Delinquent Fees - $40 every month and they didn't notify me until the end of September, 2023. I received a letter that I have a balance of $258.05 but I didn't know why they were charging because I thought I made payments on time. So I contacted Cardinal Management and ****** told me that I missed a payment. I believed what she said and I paid $258.05 right away. Back then I didn't have access to my account online and I had no idea how they were charging me. After this happened I found a way to register online and I noticed the Delinquent Fee was started because I confused the amount in the beginning of 2023. Not only they provided false information but they keeps charging me Delinquent Fees even though balance was paid off on 10/23/2023. I want them to correct my account and also want reimbursement.

  Customer Answer

  Date: 01/08/2024

  Hi,

  I was able to resolve issue after speaking with them directly. Please cancel the request.

  Customer Answer

  Date: 01/11/2024

  Date Sent: 1/8/2024 10:10:26 AM
  Hi,
  
  I was able to resolve issue after speaking with them directly. Please cancel the request.

• Initial Complaint

  Date:09/28/2023

  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.

  On the 18th of August my son's car was towed while parked in a visitor parking spot. The reason for the tow was given as "resident in visitor spot". My ex-wife has physical custody of my son so my son is not a resident of my townhome. Additionally, someone took pictures of the car over parts of 4 days to try to show the care had not been moved (there is a 48 hour limit). The pictures actually show the car had been moved during the series of pictures. Finally, there is supposed to be an attempt to contact a vehicle owner before a tow. Rather than put a warning on the car when the 1st picture was taken, the warning was put on the car on the 17th and towed on the 18th after a power outage. Communication could have avoided the need for a tow. No laws or rules were violated and there was not a sufficient warning before the tow. Look at the concrete joint to see that car had been moved. I can provide a divorce decree to show custody.

  Business Response

  Date: 10/18/2023

  Good Afternoon,
  

  After receipt of the submitted complaint we reviewed history and documentation pertaining to this matter. It was found that the complainant had previously reached out to the Portfolio Manager for ******** ***** #* regarding a refund for being towed. The request to the Portfolio Manager was then provided to the Associations Board of Directors, September 12, 2023. After review it was determined by the Board of Directors that a refund would not be issued as they found it to be a proper tow. The vehicle in question was reported to be parked in a visitor space for weeks at a time; the vehicle at the time of tow had been parked in a visitor space from September 15th-18th.  It was also determined by the Board that given the frequency of the vehicle being reported in the community the son resided in the residence part-time. Even though only residing part-time it would not classify him as a guest and therefore be outside of the policy and regulations. This result was notified to the complainant by the Portfolio Manager on September 26th, 2023. At this time the Board stands with their previous decision.

  Best Regards,

  ***************************
  HR Generalist
  Cardinal Management Group, Inc.
  

• Initial Complaint

  Date:08/17/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have repeatedly emailed Cardinal Management about fixing my outside screen door and trimming sharp branches that are blocking the walkway to my house. I started emailing on August 3, 2023 and still have not received a response. Our condo documents state they are supposed to respond within 24 hours and they do not. There is a rampant mice issue in the community and they ignore emails about this as well. I don't understand how I am required to pay $450 a month for HOA dues only to be ignored and not have issues within Cardinals responsibilities addressed.

  Business Response

  Date: 10/04/2023

  Good Afternoon,

  Please find email record attached of communication with the unit owner to complete repair of the screen door and trim the tree in front of the unit to resolve the submitted complain.

  Best Regards,

  ***************************
  HR Generalist
  Cardinal Management Group, Inc.

  Business Response

  Date: 10/04/2023

  Subject: Re: Communication Issues with Cardinal Bedford Park.
  
  ***** **** <********************>
  Thu, Aug 24, 7:55 PM
  to *****************************, ***********************, *************************
  
  You are viewing an attached message. BBB of Metropolitan Washington DC ********** Mail can't verify the authenticity of attached messages.
  Hi ****************,
  
  Thank you for your reply. I received an update this afternoon from ***** and ***** regarding the status of the repairs and landscaping. 
  
  I appreciate your assistance!
  
  ***** ****
  On Aug 24, 2023, at 6:13 PM, ***************************** <**************************************************> wrote:
  
  Thank you for the email, photo and description of the issue.
  
  I am looping in both *********************** the community manager and ************************* the direct report supervisor for an update.
   
  ***** if you have an update to share, please reply all.  Looks like a crape myrtle that needs pruned off the building.
  
  From: ***** **** <********************>
  Sent: Thursday, August 24, 2023 10:59 AM
  To: ***************************** <**************************************************>
  Subject: Communication Issues with Cardinal
  
  Hello ****************,
  
  My name is ************** and I am a resident/owner at ******* ****. I have tried unsuccessfully for a month to get someone from Cardinal to respond to emails to repair my outside door. *** also asked for a tree to be trimmed that keeps knocking the door off of the track. No one ever responds. Our contacts are *********************** and ***************************. Could you please tell me how I can reach someone to fix this issue? I've contacted Arlington County and they've suggested I take legal action. I am reaching out to before doing this. Would you be able to assist?
  
  Many thanks,
  ***** ****
  
  

  Subject: RE: Outside Screen Door and Landscaping

  ******-PSG<**********************>	Thu, Sep 14, 2:36 PM
  to***********************

  You are viewing an attached message. 

  BBB of Metropolitan Washington ************* Mail can't verify the authenticity of attached messages.

  Hi *****,

   

  We had to replace the screen door as they old door roller system was broken, the job is now complete.

   

  Regards,

   

  *******************************

  Operations Administrator

  Property Service Group, Inc.(PSG)

  ****************************************************************

  ***********, ** 22152

  Office: **************

  Fax: **************

  **********************

  www.*****.com

   

   

  From: *********************** <***************@cardinalmanagementgroup.com>
  Sent: Thursday, August 24, 2023 4:12 PM
  To: ****** <**********************>
  Cc: ************************* <***************>; *************************** <*************@cardinalmanagementgroup.com>
  Subject: FW: Outside Screen Door and Landscaping

   

  Good Afternoon,

   

  This is for ******* ****.  The tree is scheduled to be trimmed by Monday, 9/28.  Can you contact the resident and schedule to repair her screen door, after Monday?  The address is ***********************************************************************

   

  ***** ****

  ********************

   

  Thank you,

   

   

  *********************** CMCA, AMS Portfolio Manager P:************F:************     ************************************************************************************************************* CARDINALMANAGEMENTGROUP.COM

   

                

  From: ***** **** [mailto:********************]
  Sent: Thursday, August 24, 2023 10:55 AM
  To: ***************************; ******************* ***********************
  Subject: Re: Outside Screen Door and Landscaping

   

  Hello,

   

  I am following up on this repair. Could someone please let me know if it is going to be repaired and the tree trimmed?

   

   

  On Aug 23, 2023, at 11:59 AM, ***** **** <********************> wrote:

  Hi ********,

   

  Is there any ETA on the repair of the screen door?

   

  Thanks,

  ***** ****

  On Aug 17, 2023, at 1:44 PM, *************************** <*************@cardinalmanagementgroup.com> wrote:

  Hello,

   

  I called the landscaping company and left a voicemail, once I hear back from them I will let you know.

   

  Thank you,

   

  *************************** Associate Community Manager P:************F:************     ************************************************************************************************************* CARDINALMANAGEMENTGROUP.COM

   

  Thank you for contacting Cardinal Management Group. The office is currently closed. Thank you for your continued support while we complete our transition to ************. If you have inquiries regarding your assessment account, please contact your Accounts Receivable representative for your community. If you are having issues logging in or registering with **** through the links below, please contact the Community Support Professional assigned to your community.

  We are aware that the 3rd party vendor that mails out assessment coupon books on our behalf is experiencing severe delays in the processing and mailing of coupon books. Until you receive yours, you may make payments through the Cardinal website through the link below. We are actively pursuing resolution on this matter and appreciate your patience.

  *Register for **** today to access your homeowner account, view association documents and receive community updates!  CLICK HERE to register. Not familiar with ****? Learn more by CLICKING HERE.*

   

  From: Bedford ********** <**************************>
  Sent: Thursday, August 17, 2023 1:34 PM
  To: *************************** <*************@cardinalmanagementgroup.com>; ***** **** <********************>Cc: *********************** <***************@cardinalmanagementgroup.com>; *********************** <*************@cardinalmanagementgroup.com>
  Subject: Re: Outside Screen Door and Landscaping

   

  Hi ********,

   

  Can you please look at the ****** request since ***** is out?

   

  *****,

  FYI - ******** is mentioned as ****** back ** in her out of office reply. Your email did not reach ********. Please feel free to add photos and description that you had sent out in the other email. 

   

  Sincerely,
  ******* **********

   

  On Thu, Aug 17, 2023 at 8:03 AM ***** **** <********************> wrote:

  Hello, my 
  
  Happy Thursday! I have emailed multiple times previously about the damage caused by the tree outside of my home. Also, the landscaping (trees) in front of my home are blocking the sidewalk. Could you please let me know if this is going to be addressed? I called the County, but they said this is an HOA matter.
  
  Thanks in advance for your help.
  
  Regards,
  ***** ****
  Unit ***

• Initial Complaint

  Date:05/18/2023

  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.

  Multiple calls, voicemails, and emails have gone unanswered. Complained to Cardinal Management about upstairs neighbors causing so much disturbance that my unit shakes. Bylaw documents states No unit owner shall make or permit any disturbing noises in any building or do or permit anything which will interfere with the rights, comforts or convenience of other unit owners. This is not being enforced. This has caused anxiety for me and my mother, including anxiety attacks for me and change of medication (can provide documentation from doctor if needed).

  Business Response

  Date: 06/09/2023

  On September 30th *** ****, mother of ***** **** the unit owner of **** ********* *******, reached  out to the Community Manager ******* ******* for assistance regarding noise from the upper unit.  *** was informed to reach out to the local authorities if the neighbors are breaking county noise  ordinances. 
  After continued noise identified by ***** and *** a violation letter was issued by Management for the  Association to the upstairs neighbors on Dec 9th, 2022 regarding noise. The owners of the above unit,  **** ********* *******, responded to management on December 12th, 2022. Within the response they  identified receipt of the violation letter and that their unit has had more than 75% coverage since end of  September beginning of October. This coverage came about after direct complaint from *** **** to  them, not yet through the Association. They also noted they brought *** **** into the home to show  the measures they had taken; this was confirmed by *** **** in an email on December 30th, 2022. Management promptly responded to the owner of unit **** asking for photographs of the coverage  one the first level of their unit, these photos were received December 14th 2022 and the violation  subsequently closed. 
  While this all had been unfolding a change in Community Manager was initiated and began taking place  at the beginning of 2023. In February 2023 the Residences at **** ***** transitioned from *******  ******* to **** ********. During this time ***** requested that the board engage the owner and request  that they install new padding that would reduce the noise. This request was declined by the Board. On  February 28th ***** attended the condominiums Board of Directors meeting and requested change the  bylaws at our February meeting from *****. **** called to speak with ***** on March 23rd, 2023 and it  was explained that they would need 75% of the community to vote to change the bylaws around  padding protection of floors. He spoke with her again on March 30th, 2023 about the same issue and let  her know that if the noise was excessive that she could contact the non-emergency police line to have  them come out and speak with the owner above as well.  
  Upon researching the history of this complaint internally we did find and acknowledge there were  inappropriate lapses of time between responses during the time Bethany was acting Community Manager. Since the transition to **** it seems that this has reduced although still not to the company  standard. We will be reiterating to our team our policy for returned calls and email. 
  At this time we believe the Management team has taken and followed the appropriate due process for  the condominium association. Further neighbor to neighbor noise complaints that break local noise  ordinance should be directed to the local authorities.