Complaints

This profile includes complaints for Kass Management Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kass Management Services, Inc.

  2000 N Racine Ave Ste 4400 Chicago, IL 60614-7010

  
• 

  Kass Management Services, Inc.

  1740 E 55th St Chicago, IL 60615-5982

  

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:07/20/2023

  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 applied for an apartment with Kass Management and was approved for an apartment. I was told I had to pay first month's rent before the first or I would lose my apartment. I kept contacting the property management and they did not answer any of my calls I made on Friday June 23, 2023 and have canceled my apartment after I have signed my lease and they kept my administration fees and counterdisputed against my credit card company stating that they delivered the services but did not give me my apartment after I had signed the lease. They also wanted me to pay the rent on June 22nd for July 1st but put the apartment back on the market and cancelled my apartment. Attached is the Credit Card Dispute Determination Letter, Copy of emails and call logs of times and dates I attempted to contact merchant, plus signed leased with highlighted dates of everything listed.

  

  Business Response

  Date: 07/24/2023

  Thank you for reaching out. Unfortunately, we are not able to refund the administration fees as our company did provide the services in question. Per the email correspondence attached, your application was processed all the way until the point of lease signing. At the time of submitting an application disclosures were also made regarding the nonrefundable administration fees. You were also made aware on multiple occasions that first month's rent had to be paid and you were given a deadline to pay or the move in would be cancelled. On June 21, 2023 you inquired about extending the payment deadline to June 23, 2023. The manager responded saying that they'd be able to extend the deadline if you submitted payment on June 23, 2023. Payment for the first month's rent was never made and thus the move in was cancelled because payment was never received. Please let us know if you have any further questions.

• Initial Complaint

  Date:07/11/2023

  Type:Order 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.

  Kass Management provides leasing and property rental services. As part of the process of applying for a residential lease in *******, companies typically charge an application fee for the property. My roommate and I were aware of this and paid an application fee for a property Kass Management was listing. The payment was $70.31 each. We were told our application was good and that we were to be provided with the lease to sign. Upon repeated follow *** for the lease, *********************** the property manager working on behalf of Kass Management for the respective listing informed us the property was no longer for lease. When we asked why, he informed us that the tenants elected to resign. While we were frustrated, we requested our application fee back as what we were applying for wasnt truly available for lease according to the contract. On 6/3/2023 we contacted ***** for our application fee to be returned. No response. Followed up on 6/7/2023 to which ***** replied the refund has been confirmed, it just takes some time to process. Fair. We followed up again weekly until about 6/26 with no response. I eventually called the company kass management who effectively ignored my claim, transferred my call to ***** who just sent me to voicemail. I believe the company is fraudently holding onto a payment without provided a promised service or the hope of that service as advertised as a way of scamming potential renters. Even potentially knew the tenants were resigning but still wanted to collect application fees from prospective renters with a false promise.

  

  Business Response

  Date: 07/24/2023

  Hi *****,

  Thank you for reaching out to us, we apologize for the inconvenience and experience you had with ***********************. Unfortunately, ***** is no longer a part of our team. I did reach out to our accounting team to gather more information regarding the refund. Please allow 48 hours to be able to provide more information. Please feel free to reach out to me with any questions you may have while you're waiting for us to respond: ***************************************

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20302202
  
  I am rejecting this response because: I have not received the refund promised from the business yet and will keep this complaint open until it is sufficiently resolved.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/07/2023

  Hello,

  One of the fees was disputed and will be returned by the bank once the dispute is finalized. The other fee was refunded today, please allow a few days for the refund. This was also sent over email, please see attached correspondence. 

  We apologize for the inconvenience and delay.

• Initial Complaint

  Date:06/15/2023

  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.

  I reached out to my buildings property manager in early April (2023) about being overcharged for my monthly assessments over the last 14 months or so. I provided documentation. And the company has yet to respond to my situation. Ive attempted communication in various ways. Phone calls, additional emails, LinkedIn messages, and emailing the management team but have not received a response. They owe me more than $300 and are no longer responding to any communication.

• Initial Complaint

  Date:06/08/2023

  Type:Order 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.

  On 3/20/23, my partner and I applied for an apartment at *******************. This apartment was a low income apartment, but the listing and person who showed us the apartment did not state this at all. We both paid the $70 application fee and were told we didnt individually make enough so we needed a co-signer. My dad co-signed and also paid $70. On 3/20/23 the senior leasing manager emailed us and said we were approved for the apartment. Weeks went by, we tried reaching out through calling and email about paying the security deposit. No response. They send us an additional application that said low income and said we would have a meeting with someone. No one ever reached out to set up a meeting. After calling over and over and emailing they finally told us we individually made too much and did not qualify. Im so frustrated with them and feel like they scammed us out of $210. They saw our paystubs on the initial application (which also said nothing about it being for low income) and made us give them more money knowing we couldnt live there. Ive never dealt with a property management company like this!

  Customer Answer

  Date: 07/06/2023

   
  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

  Date:05/22/2023

  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.

  3/22/23 I went to apply for an apartment that had already been leased to another tenant with mine or my realtors knowledge. We were told the application fee would be refunded immediately and have attempted numerous times by phone/email/meetings to get this process taken care of. It has been 2 full months and this has not been resolved, nor has there been an attempt to reconcile or communicate any new information

  

  Business Response

  Date: 06/01/2023

  Good afternoon,

  Thank you for reaching out, upon reviewing your account this matter has been addressed and resolved. The emails from our office are attached which include a resolution to this matter. Per their correspondence the payment was disputed with your bank and the reversal already occurred. Please contact your bank with any questions regarding the reversal of the fees as the time frame may vary. Please let ** know if you have any further questions. 

• Initial Complaint

  Date:05/01/2023

  Type:Product 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've started a residential property lease agreement starting 09/07/2022 for 12 months with "Kass Management".Because of poor maintenance of the basement, I've witnessed rats in my unit and decided to terminate my lease.I paid "Kass Management" the following:Application Fee $69 - 08/29/2022 ******************** Fee $450 - 9/6/2022 Rent $1000 - 9/7/2022 Re-Let Fee $150 - 9/19/2022 They owe me $50 from my balance since rent for *** was only $800. Following my move-out, I've contacted the management via phone and emails, left voicemails and never received a call back. On my last email communication with *******************, on Oct 18, 2022 I've provided a new address to which "Kass" could send a check to which they never responded nor did I receive a check.They have been ignoring my emails and phone calls since then. I would like to get my money back

  

  Business Response

  Date: 05/16/2023

  Hello,

  Thank you for bringing this to our attention. We understand your frustration and will take the appropriate measures to address the situation. We were able to investigate the matter and your refund has been processed. A check will be sent today. Once again, we apologize for the inconvenience. If you need anything further please contact ** at *********************************************

• Initial Complaint

  Date:04/20/2023

  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.

  Im filing this complaint Kass services but more specifically against the property manager of my building. He is extremely unresponsive and negligent. *** asked him numerous times for a new key fob to get into the building. I dont know what my landlord pays in HOA fees but I know it is hundreds of dollars for building services and for what? Its a simple ask. I pay to live in the building and to live in the building I must be able to access the building. But thats too much to ask from good *************** management! Please reassign a new property manager to ********************** because the current one is way too incompetent.

  

  Business Response

  Date: 05/01/2023

  Good afternoon,

  First and foremost, we apologize for the inconvenience. Unfortunately because you reside in a condominium property, all requests must come from the unit owner. We apologize if this was not properly explained to you upon move in. For any and all future requests please make sure to include the unit owner on the communication so we may receive authorization for your request. Please let ** know if there's anything else we can assist with or if you have any other questions or concerns. Once again, we apologize and hope this clears up any confusion there may have been with the process.

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19963258
  
  I am rejecting this response because:
  The request did come from the unit owner originally. In fact several requests have come from the unit owner and were also ignored 
  Sincerely,
  
  Dakota *******

  

  Business Response

  Date: 05/15/2023

  Hello,

  
  Thank you for your response. The attachment submitted is of an email sent to our office from your email address. As explained in our last correspondence, unfortunately, the email request does have to come from the unit owner. If you have any of the requests entered by the unit owner please include them in your response for ** to investigate. The request was also fulfilled and you were given a new fob, please let ** know if you need anything further.

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 19963258
  
  I am rejecting this response because:
  Here is the original email that was never responded to by ****** from the ** because any request, no matter who it comes from, is rarely responded to in a timely fashion, if ever. 
  
  Sincerely,
  
  Dakota *******

• Initial Complaint

  Date:04/16/2023

  Type:Product 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.

  My roommate and I had a tour for an apartment managed my Kass Management. During this tour the agent, *****, was pressuring ** to apply as quick as possible. After a day we decided we would apply. The website to apply was not working and neither the agent or the company would help us fix the website issue. The agent then called my roommate and criticized her for not apply yet like he told us to. When giving us his manager to call, *********************, ****** said he would call back with a solution and never did. The agent then told us to visit the office in person to apply, when we did we were told the apartment was already rented, but the agent never told us this. The agent then texted me at 11:00pm telling me the application was cancelled and we needed to apply ASAP. We tried once more but the website was again not working, and the agent told us we could do it the following morning. In the morning, the website had more issues and we were not able to get it to work. We called the agent to get the website issue fixed, but this is when he told us there was another approved application, that we would not have known if we didnt call. Throughout the whole process ***** was incredibly unprofessional in his language and practices. We believe Kass Management is tricking people and forcing them to apply in order to get application fee money. This was an incredibly frustrating process and feel that there was very shady practices happening through Kass Management.

  

  Business Response

  Date: 04/21/2023

  Hi ******,

  
  You are a current resident at the property which you stated and your current lease dates back to 6/1/22. Can you please let us know what unit you attempted to apply for which you are referring to? Furthermore, if the website was not working as you stated, did you ever complete your application? Please let us know and we will then be able to investigate the matter.

• Initial Complaint

  Date:03/14/2023

  Type:Service or Repair 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.

  On February 18th I fell down the stairs exiting my apartment building from the stairs being incredibly icy and not maintained. I had to exit through the outside stairs because I was with my dog and if I were to go out the carpeted front steps I could be fined. I sent an email to my property manager letting him know I hurt myself from falling and that it is especially scary because I have a high risk pregnancy. I notified him that I would like to terminate the lease, allowing me to safely live with my mom. I have now sent 3 emails to him with no response. I went to the property management office on Saturday, March 11th and was assured someone would be contacting me by 4pm on Monday, March 13th. Since no one called me by then, I sent another email stating I need an answer by 10am today (March 14th). I still have not heard from the office. Communication has been an ongoing issue as a previous property manager had me living with cockroaches for several months before I threatened to withhold my rent until pest control came.

  

  Business Response

  Date: 03/16/2023

  Hello,

  We are currently reviewing this complaint with our staff, and will have a detailed response within the next 48 hours, thanks.

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19594021
  
  I am rejecting this response because it is just an acknowledgement with no further details on their plan. It has also been over 48 hours since their expected response. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/01/2022

  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.

  I moved into an apartment managed by Kass Management Services in June of 2022, the day I moved on I sent an email to them about seeing roaches and asking someone to come out and spray and ***** the Situation. I emailed them for months on end for the span of over five months and no one ever came out or assessed the situation , after several emails, phone calls , and voicemails no one still came out. As a result I only started laying a percentage of the rent, I eventually stopped paying it all together because no one ever came. Up until recently, in the month of November, they sent someone out , they were supposed to come out on Monday November 21st 2022, but conveniently could not make it and I had taken off work that day and everything to let them in. They never came. I gave them permission to enter my apartment on a day I was at work, however no one ever disclosed the time they would be coming. After they allegedly came to my apartment I started to see more roaches and expressed that in an email. However on today, December 1st , 2022, I received an email calling me a liar and saying that when the exterminator came they didnt see any bugs. After them emailing back with picture and video evidence, the individual emailing me said they would not be taking my word and would take the word of the exterminator who was appointed to come out after five months of begging them to assess my ***** infested apartment. I have been living with roaches for o we five months , but they are choosing to make claims that there are no dead bugs. When I requested to break my lease they denied me saying the exterminator would need to deem the apartment infested in order for me to leave or I would need to find a sublet. They ignored me for 5 months and now they are calling me a liar. Even after providing proof.

  

  Business Response

  Date: 12/02/2022

  Good evening, we received your correspondence. Unfortunately, we're not able to break the lease or forgive the balance as the report we received from the pest control company shows no activity during service. The report we received is from 11/22/22 and we've attached it to this response. We will be sending another pest control company to the unit to receive a second opinion. Your property manager will be in touch with a scheduled date.

  Customer Answer

  Date: 12/04/2022

   
  Complaint: 18491131
  
  I am rejecting this response because: I was told that due to the inspector not seeing and roaches when he was in my apartment , that my claims were false. Upon me responding with actual video and picture evidence, I was told the evidence contained photos of bugs that were dead or dying. My purpose of sending said evidence, was to speak to the fact that there were in fact roaches in my apartment, which clearly negated the claim that there were never any roaches. I would also like to, once again, point out the fact that I had been requesting someone to come out for months on end, over five months to be exact. And when someone was finally sent out, they conveniently could not make the appointment knowing that I would be home. But were able to come when I was going, and also it was conveniently reported that no roaches were found. After five long months of my health being put at risk, which I informed them, no one came out and now they are saying I owe them money when the lease states that if a problem is reported and not rectified within 14 days I have the right to withhold rent as well as break my lease. I waited five months, which is well over that grace ****** of time. However their main concern is receiving money from me immediately following a false report, when they took their sweet time to ever send anyone out. Im addition to all of this information, after it was alleged that an exterminator came out to service my apartment, I started seeing an influx of roaches on the bathroom, more than when I originally made my complaint/report. Lets not also forget I was spraying and bombing my house for roaches for months on end to no avail, but even since claims of an exterminator coming in and seeing no bugs , I have gathered more evidence after the fact of there in fact being bugs on my apartment. I previously even provided evidence of there being roaches in the apartment complex outside of my apartment. But they are disregarding this evidence for some reason as well,
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/15/2022

  Hello,
  
  Another pest control company Cycor will be contacting you directly to schedule an appointment. If they do not hear back from you, we will be scheduling the appointment directly and performing another treatment. We will notify you of the appointment date if this occurs. Regarding the infestation, proof of an infestation has not been provided. There have also been no other reports or service requests entered by any other residents in the building.
  
  Furthermore, per the landlord tenant ordinance If the landlord fails to maintain the property in compliance with the Code, and the failure renders the premises not reasonably fit and habitable, the tenant may request in writing that the landlord make repairs within 14 days. If after 14 days repairs are not made, the tenant may immediately terminate the lease. Tenant must deliver possession and move out in 30 days or tenants notice is considered withdrawn. (eff. 1-1-92)
  
  In this case, the 14-day clause no longer applies as the notice is considered withdrawn. For this reason, we will not be terminating the lease or waiving the balance owed. Weve attached the ledger with the balance owed, please submit payment as soon as possible.

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18491131
  
  I am rejecting this response because: the pest control company, and kass management keep making claims that there are no roaches and there is no ***** problem when I have provided them with picture and photo evidence of there in fact being roaches before they come out and even after they came out five months after me imploring them to come and fix the problem. They are requesting reimbursement for funds that I am simply not willing to pay due to the fact that I lived with roaches for 5 months on end and they never sent anyone out. And the one time they did after 5 months, which is well over the 14 days they are allowed to come fix something, the exterminator conveniently made claims that there were no bugs present. And Im sure, as an exterminator he was aware of the fact that roaches are more prevalent during the spring and summer months, and by the time they finally sent someone out those seasons had very well passed, so if he didnt see any bugs there not only should that have been taken into consideration, but also the fact that the fact that the bugs were no going to greet him at the door. They are evasive creatures they know when to hide and retreat.

  
  

  But instead of admitting that they are wrong and very much so Im breach of the lease I signed , kass management would rather paint a picture to fit their narrative that there are no roaches in the building. And also I would like to point out the fact that *** spoken to multiple residents who have made the same claims about roaches in their apartment. So lack of service requests are probably a result of them knowing that kass management does not provide good services and does very little to protect its tenants rights.

  
  

  It took five months for them to come out, and ****** the person I constantly was contacting continuously lied for months on end about an exterminator coming out monthly according to a schedule posted in the apartment lobby. No one ever came out to spray , and I know that factually speaking. And why have an exterminator come out so frequently if there is in fact no bug problem? This entire situation violates my rights not only as a tenant but as a human being. This company is simply trying to invalidate my experience and my mental health as it pertains to this situation. Their main concern is receiving money they feel entitled to for some reason, for doing a **** poor job at maintaining a habitable apartment complex. I am not the only one having this problem. And this problem is not a new one. They are just no deciding to address it.

  
  

  So I whole heartedly believe my lease should be broke because they were given ample time to fix the situation and took more than 14 days to do so. Ive been emailing since June, they didnt send anyone out until November, where is the justice in that? I do not agree to what they are suggesting at all.
  
  Sincerely,
  
  *****************************