ComplaintsforResource Property Management, Inc.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/29 my son's vehicle was towed away from our home property parking lot. I was in ** to attend a funeral. As the registered owner of the unit, I was not notified in any way that there was an issue with my son's vehicle being parked there. He has been parking it there for almost 4 years with no other issues. The management company has my contact information, but felt it was better to tow the vehicle instead of contacting a property owner of 20+ years. There was a sticker that was placed on the vehicle, and my son contacted the management company within 24 hours, and on two different occasions. My son was told by *****, an account manager with the management company, that he doesn't have to worry, and that his vehicle would not be towed. THEN, our association account manager with the management company had the vehicle towed without notifying me directly.Then, during the funeral services, my husband had to step away and try to handle this debacle. He called the account manager, who was incorrect in saying that the vehicles registration was expired. It was and is current, but the actual sticker that goes on the plate was lost/stolen in the mail. When he tried to explain this, it did not matter. To compound this, we actually notified the association's maintenance person via text with the registration proof of payment before the vehicle was to be towed.We provided the receipt of payment showing the registration was current not only to the property manager, but to the association as well.

  Business response

  07/31/2024

  The facts presented by this owner are not correct. First, I spoke to the manager who reported that the registration sent to the *************** was not for ******************' son's car. It was for another vehicle. Second, I called the maintenance man at the property, and he reported that he did not speak to anyone involved with this issue as ****************** asserts.

  Customer response

  07/31/2024

   
  Complaint: 22067968
  
  I am rejecting this response because:

  Facts presented are true. Both *****, the maintenance person at the property, and the Management company were made aware this is the primary vehicle for my son, *****.  See attached text message from March.  Weve tried to attend meetings set up by the association to have a parking sticker, but no one is ever at the clubhouse during the specified times. In addition, because of the lack of communication from the account manager to ensure all the steps were taken to protect my sons rights as a resident, we were subject to a hefty towing fee that we would like a credit for. 

  We should not be held responsible for a new account manager not doing his job correctly and making sure he has all the facts and proper information before acting impetuously.

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

  Business response

  08/05/2024

  **************** owns 2 units at the property.  One unit is occupied by her son, who is an adult tenant occupying the unit.  The vehicle that was towed is registered to her son ***** and the vehicle has been on the association property for over 2 years with an expired tag.  So while **************** does own the unit in which her son resides, he is the legal owner of the vehicle and occupant of the unit so the association would have no obligation to notify **************** the vehicle was being towed.  Further, the registration that was provided to the management company was to a different vehicle.  This was confirmed by ************************** who removed the vehicle.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The property management company is dishonest regarding condo fees. The customer service doesn't exist over there. It takes days for the team to get back to you. Emails are being passed to and calls are not being answered. They send harassment notices saying condo fees are not being paid and account is being sent to collections (even when condo fees are paid) and they put an additional late fee charges and maintenance fees. They put the blame on the condo owner or the fact they are in the process of switching the software which "has been problematic". The have collected all of my condo fees, however they are saying they have never received it and I need to pay an additional 735. Other condo owners have been raising complaints about this company and its dishonest practices (money laundry as it's listed on the reviews.) Negative reviews on BBB are not helping out as the business is getting worse so they need to be contacted directly by BBB regarding extorting money and better business. Thank you!

  Business response

  07/09/2024

  The balance on your account dates back to November and December 202 your checks #** and #**. Each in the amount of $347.00 for a total of $694.00. There is no record of them being deposited into the association's bank. This was found during an audit of our accounts receivable records when we were transitioning from one software systen to another one.

  If you can provide us with copies of these two cancelled checks proving that they were deposited into your ********************** I account we will certainly correct your account and credit back the late fees accordingly. Regardless, we will credit the late fees on your account if you find that the checks never cleared and you will make payment as soon as possible.

  
  Please see attached account history - I've bolded the 2022 check entries in question and the 2023 entries indicated that the checks were never deposited.

  Customer response

  07/10/2024

   
  Complaint: 21961302
  
  I am rejecting this response because my check was deposited as stated by the accounting team and deposited as per attached.

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

  Business response

  07/14/2024

  I am sorry that you did not understand our original response in that this matter goes back to NOVEMBER 2022.  If you can provide copies of your two cancelled checks as per our previous response we can certainly clear this matter up for you.

  Customer response

  07/15/2024

   
  Complaint: 21961302
  
  I am rejecting this response because as I have mentioned this matter have been resolved already last year back in February. All of the screenshots have been provided.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/07/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We closed on a condo that is managed by Resource Property Management on 4/9/24. The sellers paid the ***** HOA and we paid them the prorated amount for ***** at closing. Sometime later in *****, we started calling the property management company to set up arrangements to pay our *** HOA. From late ***** to late ***, we made no less than a dozen phone calls. Each time we were offered to leave a voicemail and told no one was available to help us. We never received a single call back from any messages we left.On *** 24th, we were FINALLY set up in their system as the current owners and provided access to their portal where we could make HOA payments. We logged into the system that same day and saw an outstanding balance not only for *** but also for *****. We immediately requested them to remove the ***** balance and told them it had previously been paid. Since *** 24th, I have submitted 2 requests via the portal and called the property management company 3 times. Not one single voicemail has ever been returned. And as of today, 6/6, we still show an outstanding balance for ************.The customer service and financial ********************** at this company is atrocious. I would highly recommend anyone looking for a property management company to look elsewhere.

  Business response

  06/07/2024

  I am very sorry for the experience you've had with our company.  Our business practice is not normally handled in this manner, but we have been experiencing an extremely high call volume as of late due to a recent software transition.  Please tell us the community you live in and your address and unit number so that we may adequately research this issue for you and resolve it.

  Customer response

  06/07/2024

  I am not happy with this response for the following reasons:

  Resource Property Management implemented this new software at the very beginning of January this year. You cannot continue to use this as an excuse forever. At some point, you must do your job. This excuse does not make up for the fact that you have not returned one phone call after we have left 12+ voicemails for your AR team over the past 6 weeks. Your new system that you are allegedly struggling with had ZERO problems accepting our May and June HOA payment. Within seconds of making those payments, your new system credited our account. So then why can't you update your AR records to show the April HOA payment being made. Again this was made by the former owners and we paid them the prorated amount at our 4/9/24 closing. Your excuse does not make any sense. You have had 2 months to correct this issue. If your system update is causing so many phone calls that you cannot return voicemails, then hire more people. 

  I cannot provide you with the details you are asking for, regarding my property and unit # as BBB as told me not to share any personal information because it will show up on their website. I'm asking you to do your job. I have left enough messages and spoken with a woman, *******, and your AR department is well aware of my issue.

  Business response

  06/10/2024

  Thank you for your response.  Attached is your account history.  It looks as though your account has been updated and payments that have been applied to an incorrect account have now been applied correctly to your account.  Thank you for your patience while our software provider worked through changes to our system which corrected these issues.

  Customer response

  06/10/2024

   
  Complaint: 21813608
  
  I am rejecting this response because: You still show a balance of $830.86 and that is INCORRECT. We only owed you May and June HOA payments which have been made and PAID IN FULL. There should be a $0 balance. And the amount you are taking from the ** ******************** **** is to be used ONLY for the special assessment payment that is coming due in July and November. The sellers paid the Special Assessment IN FULL and we will NOT be paying you anything for that. 

  I want our account to reflect a $0 balance and I want to see that you have the full payment for the special assessment set aside. PLEASE FORWARD THESE DOCUMENTS IMMEDIATELY. If I do not have them by tomorrow close of business, I will be escalating this issue to the State's Attorney General office.
  
  Sincerely,
  
  ***************************

  Business response

  06/13/2024

  Attached please find an updated account history for your unit.  Thank you for your patience while our software provider made changes to our system to correct payment allocations.

  Customer response

  06/13/2024

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

• Initial Complaint

  05/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a condominium in ****** in July 2023. To say the least dealing with this resource property management has been difficult from the beginning. I was notified by mail not certified mail that there was yet another special assessment on the property that Ive owned for less than a year to the sum of $10,000. I reached out to *************** the representative from resource property management and I have never received any sort of response from her. I have left her several emails. was told she does not take phone calls. Youre only allowed to contact her by email, so thats what I have done. Below, I have listed my issues that I need to discuss with ***** with no response so I am filing this complaint as a result of her lack of response to me and my valid questions. My other alternative is to seek legal counsel These are the questions Im seeking answers to 1. Why am I not receiving meeting minutes from the monthly HOA meetings.2. Can my father attend these meetings on my behalf since he is a family member.3. My name has still not been added to the directory at the entrance to building. Have requested several times.4. The Security at main entrance is not truly secure. They dont t ask any questions and have let people just come on through.5. These special assessments, how many have been added in the last 5 years? *** owned condo for less than a year and I have to pay $10,000 toward a new roof a bit concerning.6. I would like to see estimates of the roof replacement.7. Why we are of using current reserve to offset the expense of this roof.As a property owner I have the legalrightgotbis documentation.

  Business response

  05/20/2024

  We are sorry to hear about your issues obtaining information about your association.  *************** is the Administrative Assistant to the manager for your association.  The manager for your association is *********************************.  She can be reached at ************ or via email at ****************************************************************.  She will be happy to answer your questions.  *************** has a web portal wherein you can access your account and see the minutes of your association as well as other important documents too.  The site is home.resourcepropertymgmt.com.  You received your login information to this site in January of this year.  If you need assistance logging in, please contact ************************* at *************************************************************.  She will be happy to assist you.  

  The guards at the entrance to your community are managed through the "master association" which is Belleview Biltmore Homes Association.  If you have concerns about how the guards are functioning in their role as directed by the *********************** of Directors you may contact their manager Dot ****** at ************************************************************.  She too will be happy to explain the guards post orders to you.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We sold our condo at *********************************** on 3/35/2023 . My wife overpaid the *** in the amount of $923.00. We have contacted Resource several times only to be greeted by a bunch of nasty women on the phone. I was told I would have it by the end of April. We still don't have it and seek assistance please.

  Business response

  05/08/2024

  We apologize for the delay in issuing a refund check to you based on your overpayment of your monthly assessment after the sale of your unit in March.  We show the credit on your account and the accounting department will submit the check requests to our A/P department to have the check cut soon and out to you.

  Customer response

  05/08/2024

   
  Complaint: 21678025
  
  I am rejecting this response because: I was told the refund would be sent out by the end of April by *******************. Being they do checks once a month, " soon" is an unacceptable answer. I would like something more definitive as to when it will be cut and mailed. 
  
  Sincerely,
  
  ***************************

  Business response

  05/09/2024

  The check request was approved by the ***** of ********* on 5/8/24 and it is in the A/P que to be printed now.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Resource Property Management sent my wife and I Notice of Delinquent account. Apparently my bank was sending payments to the wrong PO box because Resource failed to notify us via email or mail or phone of the change of address. Now, Resource will not return phone calls and a lady using the name "********" *said that she didn't like my tone of voice and hung up on me.

  Customer response

  05/23/2024

  Gentlemen, this has already been done. Resource's lockbox personnel don't check daily for mail. ******, Resource owner, claims that their box it checked daily. If true, then why ate so many accounts delinquent.

  Customer response

  05/24/2024

  the address is ************************************************

  Brookfield at ************

  Business response

  05/28/2024

  We are very sorry that your bank was sending your monthly homeowner association assessment via their bill pay service to the wrong remittance address for your association fees.  Please see the letter that was sent to you along with your payment coupons for your 2024 monthly assessments.  The letter clearly indicates in multiple places within the letter that the remittance address was changing to a new PO Box in *****, **.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 20,2024 the tenants all at the waterside townhomes complex received an email about the paving that was up coming.The email showed one map of 5 sections with a color key with matching dates. According to the this map our vehicle was parked in section 4 and on March ************************************************************************************************ the original email. We didnt receive the corrected information until after having been towed. We followed the information as given by the property Hoa I have emailed asking about whats going on and how to be reimbursed for the towing. I have all the proof possible to prove they gave us wrong and late information. 2 Attachments are from the email we received on 3/20/24 The ring video screen shot shows the security guard dropping off the third page we did not receive after being towed. And the receipt from towing

  Business response

  05/02/2024

  Thank you for this information.  We will investigate it and get back to you asap.

  Customer response

  05/03/2024

   
  Complaint: 21622801
  
  I am rejecting this response because:
  If I accept it closes the case. I do not want it closed until the investigate.

  included is the video of the security dropping off the correct info after being towed.

  map with color key code

  code/dates

  according to this I was in section 4. section 4 was towed on March 28th. According to the info received by the hoa I was supposed to be ok parking here. Section 4 was supposed to be safe until April 4th. Its not just me who received the wrong information either. 

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

  Business response

  05/09/2024

  We communicated with the owners of the units and put information on all of the doors of the units well in advance of the project and during the project.  You will need to communicate with the owner of your unit as to reimbursement for the towing of your vehicle as the association will not reimburse you for this expense.  It was up to the owner to make sure that you as the tenant in his/her unit to know what was occuring on the property.

  Customer response

  05/09/2024

   
  Complaint: 21622801
  
  I am rejecting this response because:that is my point information was given but the hoa did not give all of the correct information. We did not have all of the correspondence to guide us in where to park. 
  I have included the information that we received. If you look at it you would see that we went by the information we had on hand by the Hoa. I have the email that was sent out. I have a video of the paperwork that was left on all of our doors. This is not my leasing offices fault if your Hoa did not send us the proper information. Again not just us multiple people here towed for the same reason. 

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

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took over managing my moms affairs when she became ill and ultimately passed. In reviewing her mail I found letters from RPM and started working with them to straighten out the account. They informed me that there were 2 missing payments in 2023 and had not received the March 2024 payment. The 2 missing from 2023 were from *** and December. I know for a fact that December was paid because I paid it. It was apparently an online payment because thats how my bank confirmed it but RPM insisted that it wasnt paid and sent me their ledger indicating the missing payment. My bank further investigated and insisted that a transaction took place. Lo and behold RPM produced a new ledger showing the payment. So then the only outstanding payment was for *** for which I sent a payment. So now theres March 2024, I sent the payment on 3/6/24 along with forms to establish ACH payments going forward. They will not even discuss thisonce they revealed they were in the wrong over the December debacle, they went radio silent. I have offered to stop payment on the March payment but I need them to confirm that theres no chance for the payment to mysteriously appear (like in December). But they refuse to return calls, answer emails or portal messages. So we wait, with the likelihood Ill be escalating starting with a certified letter.

  Business response

  04/24/2024

  I am sorry to hear about your issues. I have forwarded your correspondence to our A/R and will have it resolved shortly.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A note was left by maintenance staff that tires delivered to my residence were collected, stating I need to coordinate pick up. After 3 days of contact, on day of pick up contact ceased. The receptionist redirected me to two separate offices with two points of contact. Once I was able to reach ********, she stated numerous times she would contact property staff. After several follow **** ******** stopped answering calls. I went to the maintenance team onsite who told me to speak with a "*****" and that he cannot help me, denying me access to my property. I have not been able to reach *****, and now there is no response from the Resource Property Management team. This tells me my property was stolen by incompetent staff.

  Business response

  05/02/2024

  Please tell us what property you live in so that we may research your concerns further and assist you.  

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid HOA in December. Resource sent me notification that one of my checks was illegible and waited for over a month to inform me and when requested to send check back to my bank they did nothing. I have been waiting 3 months to straighten this out. Nothing! They sent out a financial report to all owners listing all delinquencies and persons responsible and yet still no response. They have been off no use on more than one issue but this is the main one! They have added several later charges which I want credited to my account. Please help. Thank you.

  Business response

  04/03/2024

   I am sorry to hear that you had difficulty with our accounting department. I apologize for the confusion. After research, we discovered that the illegible check problem was a bank to bank issue, not an RPM issue. I believe that your bank alerted you to this problem, possibly online, and you may have missed it. Further research show that you did not pay the November payment, leaving you with a current past due amount of $606.00. You can contact me directly at ************** if you need further clarification.

  Customer response

  04/03/2024

   
  Complaint: 21437154
  
  I am rejecting this response because: I have been in contact with our treasurer and my bank and Resource and they were asked by my bank to return  December check in question; to no avail!  V could not produce check to me or bank and has been adding late fees because they messed up.  November was never in question.  They are not telling the entire story.
  
  Sincerely,
  
  ***************************

  Business response

  04/10/2024

  This response was taken verbally by BBB:

  Our records show that there is a current balance. If the customer would like to contact me directly as previously requested we would be happy to go over this with her in detail and obtain any additional information she may have.

  Customer response

  04/14/2024

   
  Complaint: 21437154
  
  I am rejecting this response because: it is at total lie!  I called and someone named ****** was not helpful and going to on me!!!  The treasurer of our board was instrumental in getting this cleared up.  As far as I am concerned the issue is closed, however, RPM was of no help, as usual.  They are not a good management company and have no idea what is happening here!  That is my statement and as far as I am concerned, our treasurer has fixed the situation!  Thank you for getting them to respond since it took me 3 months  to hear from them!  Terrible!  Case closed.
  
  Sincerely,
  
  ***************************

*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. ↩