ComplaintsforRoyal American Management, Inc.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/17/23, I came into my apartment and notice there was water seeping through the walls. I reached out to the office immediately and notified them about the situation. I advise them that I would like to know when they could come cause I would like to be home with their maintenance crew. To-date Ms. N. ***** has not address my leaking issue. I reached out to the Maint. Sup. and they tried to see where the water was coming from. The Maint. Sup. told me on 10/20/23, that the leak was from the 3rd floor. The leak has damage my laundry room and master bathroom. I have filed work orders on the portal and no one came to address the issue. I followed up and Ms. N. ***** told me maintenance is busy dealing with a water issue throughout the property. This property has been on water rationing for 3 months and no credit was even given to the residents for the inconvenience caused and the water is included in the rent amount. Since they have been reluctant to fix my pending issues and ongoing leaking issues; I have withheld the rent for Nov. 23 and they are now threatening to evict me for 1 month or non-payment.

  Business response

  12/19/2023

  Royal American Management
  1022 West 23rd St. 300
  Panama City, FL 32405
  
  November 20, 2023
  
  Lalique **********
  6050 Estate Lovenlund **** ****
  St. Thomas VI 00802

  
  Dear Lalique ********** :
  I hope that this letter finds you well. First, I would like to apologize for the inconvenience that you have experienced in the delay of repairs in your unit. Lovenlund Apartments strive to give the best customer service to each resident and when we fail at this, we do our very best to meet his or her needs.
  When you contacted the office on October 17, 2023, the Community Manager, Ms. ****** ***** told you that maintenance needed to gain access immediately to your unit. A leak is considered an emergency and since you have an alarm system, maintenance could not enter your unit without you being present. When the work orders were sent and printed, maintenance also reach out to you directly. Maintenance did address the leaking situation upstairs to prevent anymore water from coming down into your unit; however, they still need access to you unit.
  The property has experienced some unexpected plumbing issues that has been resolved. We have not offered any residents credits as a result.
  Kindly note that we expect residents to pay rent on the first of the month. The manager has a right to sent out notices for non-payment to any resident who have not abide by his or her dwelling lease.      

  Customer response

  12/20/2023

  
  Complaint: 20876516
  
  I am rejecting this response because I still experience leaking in my unit when it rains. It has become overbearing and overwhelming to have to constantly deal with this day to day issue.

  I know what my obligation is as it relates to rent payment but when I withhold my rent is the only time I get management’s attention to address or reach out to me in regards to my issue(s) at hand in a professional and timely manner.

  
  Sincerely,
  
  Lalique **********

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  this dam company refuses to give my damage deposit back I've called and left numerous messages no call back nothing it's been 5 weeks and nobody tell me crap.the next steps is court

  Business response

  08/08/2023

  Hello Mr. ********, Can you please verify your current mailing address. I see a forwarding address of *** **** ** ** *** *, Benson, MN 56215 on your final account statement, but your address you submitted to the BBB is different. Please confirm your address. I am currently looking into your security deposit refund to see what is going on. I will reach back out when i know something further. 

  Customer response

  08/09/2023

  the address y'all on file is correct 

  Customer response

  08/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20440855, and find that this resolution is satisfactory to me.

  The correct address is: *** **** ** ** *** *, Benson, MN 56215
  
  Sincerely,
  
  Daniel ********

• Initial Complaint

  08/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I started renting and moved in to my townhome in Opalocka, Florida called The Mirage At Sailboat Cove back on January 1st, 2023. For the months leading up to April, I was forced to make late payments by liquidating my 401k among other things, but did so in full including any late fees I may have incurred. Due to unforeseen circumstances I ended up getting rental assistance through Camillus House and they agreed to pay my arrears as well as pay up to the month of August 2023 of my rent in order to help me catch up. This process has been going on for months now and a few weeks ago my case manager over at Camillus House sent me an email informing me that they made payment to the leasing office on my behalf for the months of April-July (for the month of April, the leasing office claimed that I owed them $25 on a late fee but I know I paid it in full so not sure why they asked for that $25). He also informed me that the leasing office would have the payment for August mailed out to them on the 1st of the month. Once he informed me of the payment, I started to access my tenant portal to see if it was applied when I finally saw that the balance had changed I noticed a past due balance of $800 and had no idea that there would be a balance and that it was passed due. Not one time during this process did the leasing office notify me of any balance that would have to be paid by me, let alone that there were additional past due fees applied. First I contacted my case manager and asked him if he was aware of it and he responded no. He also informed me that the leasing office was supposed to notify me that the “washer dryer/pest control fee” was to be paid by me BEFORE I incurred any late fees and that if the leasing office had informed him of the additional late fees that Camillus House would have applied that toward the payment that was made. He also said that he asked them for a copy of my ledger in order to send them the correct amount and that in the ledger he was provided those additional late fees were NOT included. I decided to call the leasing office the other day to inquire about it, and the office manager was extremely nasty and rude and unprofessional and said she did not have to tell me anything and to read my lease. I proceeded to tell her that as a tenant I have the right to be notified of these things before I even incur a late fee so that I could’ve made payment. I asked her since they’re claiming it’s “past due” when exactly was it ever due, why wasn’t I informed, and how long do I have before for any additional penalties to make payment. She then proceeded to tell me that the “fees” were not a part of the rent, but that I still needed to pay them and once again that they are not responsible for notifying me of anything. She also did not mention that she was going to put ANOTHER 3 day eviction notice on my door in the days to come. Since I saw the conversation was going nowhere and due to extreme rudeness, I decided to contact the regional office July 26, 2023 to try and sort out and figure out what was going on as well as to notify them of how extremely rude and unprofessional their employee was toward me and about the fact that since I moved in to this townhome in January that several repairs needed to be made that the leasing office was made aware of by me from the day that I moved in that have STILL not been fixed and #3 that since May there has been no pest control coming to my home and that no notices were put on my door for it but that the neighbors have been getting serviced. The “regional manager” I spoke to asked me to provide her with the case manager at Camillus House information so that she could speak to him and said she would follow up with me. I expressed my concern that because of her employees unprofessionalism if I would have to worry about her slapping a 3 day notice on my door and she reassured me that she would see what was going on first and then follow up with me. On the 3 day notice it says that it’s for past due rent and they’ve been paid over $10,000 by Camillus House just to turn around and do this?

  Business response

  08/22/2023

  Regional: Vanessa ***** replied to inform me Ms. ****** and Vanessa meet with the resident on 8/8/23. Late fees were removed from resident ledger and organization paying rent was collected. Attached is the current resident ledger showing Ms. ****** has a credit balance of $150.00 on her account currently. 

• Initial Complaint

  08/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I lived in Brittany Bay in Naples, FL for three years. I was forced to move out due to getting married even though the property managers informed me that it would not be in issue to have my husband on the lease. They notified me 2 months prior to my lease expiration that they were mistaken and I needed to move...but this is not my main complaint and reason for this . I am due a refund, when I handed my keys in mid May I was told I would know more about my refund within 30 days and would have it within 60 days. I had to call the property manager every week which they never answer, so I also emailed. I finally got a reply regarding my refund amount July 10th, prior to that it was always "I am waiting to hear back" or "I'm not sure what's going" So I then called corporate and was in contact with Yanelys (pardon my spelling) for the first two weeks she told me she didn't see a refund she would call me back. She finally was able to tell me she saw an approved refund but there was no check uploaded to it and that checks are cut Thursdays, to call back the following week to check the status. I called back for three weeks in a row with the same answer. I finally was told my check would be Fedex'd to me last week (Week of July 24). It is Friday August 4th and I have not received anything and she will not answer my call nor return my messages. I have been extremely patient for 3 months and I am to the point of contacting an attorney. I have multiple emails stating I am due a refund as well as the amount and multiple logged calls trying to get this finalized. This has been the worst experience by far with any property management. Considering I always had a beyond good rapport with managment and was most likely part of the few who actually paid rent on time and was an above par renter. This is not what I expected at all. My next step will be an attorney which is absurd considering the refund is minor.

  Business response

  08/07/2023

  We would like to personally apologize to Mrs. *********. Apparently, the file for her security refund did not come thru properly and was not caught. Our AP department cut a check today, attached is a copy of the check and the FedEx Tracking #: 772977589149. Again, we are truly sorry for the inconvenience this may have caused for Mrs. *********. 

  Customer response

  08/08/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20422273, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Destinee ********* (case)

• Initial Complaint

  07/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  my wife and I haven't had hot water since june 10th 2023 , it's been over a month now ! we didn't pay for this month rent, because some adjustments should be made concerning the bill. we've talked to corporate about the situation with zero result, as if they do not care. my stove do not turn off, also I have a hole in my wall from previous work that's over three years old. my wife pressured me to hurry up and find a place since it was my idea not to pay until we got a water heater. so last week in the process of trying to find something fast out of desperation. I got beat out of 2,400 dollars in which is under investigation by Irondale police department as of now ! some luck right. If you all could help me , it would be greatly appreciated. thanks again

  Business response

  07/27/2023

  We here at Corporate have been informed by the community that the water heater has been ordered for the unit.  The other items are going to be addressed tomorrow (7/27/23) with maintenance.  We estimate the water heater to arrive Friday at the earliest and Tuesday at the latest. 
  
  

  Customer response

  08/02/2023

  They didn’t live up to the agreement ! You all said that the problem would be taken care of between dates July 28th thru August 1st . And now it’s almost the end of another day !

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My air conditioner went out on Friday and I contacted the manger and she sent maintenance, he ripped some wires out and left because he could not fix it. He came back and told me he called an air conditioning tech and he did not know when he would be out. I later called the manger again and She told me she did not know when it would be fixed. Saturday I contacted the emergency after hour maintenance line and the maintenance man never called me or came out to reassure me of anything. I have been left with no air in 91 degree heat. It is now Sunday morning and I am hoping this can be resolved and I won’t have to go another day without heat.

  Business response

  07/17/2023

  Below is the response I received from the community Manager advising residents AC will be repaired today. 

  Good Morning Britany,

  
  My maintenance supervisor did go down and assess her a/c on Friday, he tried a couple things to see if he could get it going.  Our a/c guy is scheduled to come out to the property this morning for another unit's a/c and will be stopping at 1306 first.  Devin spoke with the a/c guy to this morning to confirm he was def coming out and he told Devin to check and make sure the line wasn't cut by our lawn company last week and sure enough it appears that is what the issue was.  This isn't the first time this has happened.  It will be repaired today.
  
  Regards,
  Nicole *******, Community Manager
  Harbour Place Apartments
  Royal American Management
  ************ Office/Text
  ************ Fax
  ************@royalamerican.com

• Initial Complaint

  07/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  retaliation against me for complaining about mold and leaks in common areas --they are not taking my rent from my checking account bk. confirms that. they are forcing eviction they refuse to correct their mistakes to my bank i came back from 1.5 million in med bills never missed a rent payment never late on a rent payment reg mgr. called me a liar-- previous mgr. gone these are temps or in training i have pd approx 50000 in rent never late or incorrect amount i have just contacted my attorney

  Business response

  07/18/2023

  Good afternoon,
  That has been resolved since yesterday. Resident gave an old account number last month to the temp by mistake. He came yesterday to the office with the correct bank number and paid July’s rent.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved into The Colonnade December 13, 2022. These people who work at the property are criminals. They just raised my rent from $728 to $791, and they added a $75 late fee to it. We, the tenants, were given a 30 day notice that we would have an increase, although they raised mine more than anyone else’s because the other people who are living in the 1 bedroom unit were paying $746, and I was paying $728. I have called Royal American over and over and nobody has responded. Same thing with email. No response. How dare they!? They cheated me on my security deposit and they owe me $101 NOW because “they made an error” and have the deposit as $645 but I paid $746. Terri McKinley is the problem. Property Manager. She overcharged me for the rent and security deposit. Then she charges me with a late fee because I don’t receive any benefits from HUD or any other program. Royal American is receiving the tax credits just for putting the building up, yet they increase my rent? I want the $101 that I am owed still for being overcharged for security deposit. I want the $75 late fee back for illegal rent increases, and I want my lease to be honored for $728 until my lease expires on November 30, 2022.

  Business response

  07/25/2023

  Per the Regional Manger below is his reply:

  I just called the resident again and left her a voice message. I’m at Colonnade today (7/24/23) and I was reviewing this complaint from Ms. ******. In this case was an error on her rent amount that was supposed to be $746, and staff create the lease with the amount of $728. Which we granted until the rent increase.  She was paying less than everyone else, but now she’s going back to paying the same amount because the rent increase. The $75 late fee is charged because she refuses to pay the new rent amount and waiting until she received the 3-days’ notice. I will try to reach out to the resident to try to explain how rent increase work. If Ms. ****** has not spoken to Ismeal, then let me know and I'll have him call her again. Thank you. 
  
  

  Customer response

  07/25/2023

  
  Complaint: 20294686
  
  I am rejecting this response because:

   I have not been contacted by Royal American Management and I have good reason to believe that this response to BBB came from the local property manager, not from Royal American because there was no representative at The Colonnade yesterday (7/24/23). I know this because they were speaking to another tenant and they were calling the tenant from Orlando.
  I am requesting that a representative from the Royal American Management Company be present and meet with me in person to review the lease agreement and to discuss monies still owed to me as well as why my rent has been increased more than everyone else’s. I believe that I am being retaliated against at The Colonnade.
  
  Sincerely,
  
  Jeanne Marie ******

• Initial Complaint

  06/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The manager of the building filed a false report on me. She keep trying to enter my unit illegally. Example, I put in a work order. She send a notice saying it’s an inspection. I told Royal American management several time, she have a personal issue with me. She locked me out the system so I couldn’t pay my rent. To file for eviction. Which they dropped. I have proof. Now she doing everything to keep me from renewing my lease. I gave her all the documents, they asked for and I have proof on that too. Now she put a seven day notice in my door that’s full of lies.I keep asking her to let someone else to deal with my case. I sent several emails Royal Management asking the same. I’m on section8 and I never came across someone who tries to make someone homeless. I spoke with section8 and they told me to call legal aid and do complaint with you guys. I supplied everything they asked and I just want to renew my lease, I will like someone else in the office to do business with me, and just live in peace. I gave 6 months cash app statements for me and my daughter. She want me explain transactions. Section 8 said I didn’t have and I didn’t have send the statements. Because they determine my rent and my rent was already calculated

  Business response

  07/14/2023

  We have been informed that our attorney is filing an eviction for this resident. 

  Customer response

  07/15/2023

  
  Complaint: 20222318
  
  I am rejecting this response because:
  Because, they don’t have any reason to evict me. I complied in every way possible. I reached out to them several time to let them know I was getting treated unfairly. So when a manager don’t like a tenant. They can create situations, lie and evict someone for asking questions. That’s not fair and they need to hear my side. Because it’s 2 side, how are just going to take the manager side. They need to find out, what’s really going on.
  Sincerely,
  
  Dorothy ********

• Initial Complaint

  06/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, I’ve been calling and emailing Royal American about my security deposit & over payment of rent. They told they would send me my deposit within 30 days of me moving. I moved out April 3, 2023. I’ve called numerous of times and they still haven’t gave me an update. Is there anyway I could have someone reach out to me please.

  Business response

  06/27/2023

  Hello- Attached is a copy of the refund Secuity check that was mailed out on 6/15/23 to resident's new address **** ***** ***. Thank you. 

  Customer response

  06/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20164203, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Diamond *******

*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. ↩