Some information about RealManage, a candidate for property management company for BTH, which visited on 20 April 2010.

A candidate for Berkeley Town House manager visited BTH on 20 April 2010 at 6 p.m. The company is RealManage. Here is some information about it before the meeting, mostly discovered and compiled by Susie. After that are some notes from the meeting itself.

The firm emphasizes its use of information technology, and it says it offers an environmental paperless management program.

RealManage has a mix of supporters and detractors, like almost any other company. It might be informative to try to talk to the customers mentioned below before signing a contract.

An item of possible concern is the lawsuits filed by two HOAs in Texas, which alleged that RM neglected its duties and wasted money. Responding to the lawsuits, RM emailed: “We are confident that the truth will be found out on this matter and that it will be resolved quickly.” RealManage also threatened a countersuit, saying “we intend to aggressively pursue any third party who may have tortuously interfered with any of our business relationships or knowingly made false accusations to achieve other objectives”. A suit was also reportedly filed against RealManage by Northwest Austin Municipal District No. 1. We don’t know how any of these cases was resolved; it would be good to ask about lawsuits, but a California employee may not know much about Texas legal actions.

Rancho Paraiso in Walnut Creek switched to RM in spring 2008 and seemed to be having no issues with the company by fall 2009. However, it’s curious that RealManage’s Walnut Creek office doesn’t manage it; instead, the San Rafael office does. We could ask why.

Speaking of the San Rafael office, we have found three reviews of it, all negative. There are two Yelp reviews; one includes this statement: “Our HOA just switched management companies leaving RealManage behind and not a moment too soon.” One HOA that switched is Peacock Gap in San Rafael, which last year went from RM to Eugene Burger Management Corporation. The third review comes from the membership rating service Consumers’ Checkbook and is dated July 2009; this member says “It is impossible to get anyone to handle your problems. The phone often answers in Texas and they don’t want to let you speak with the manager in San Rafael. They promised to fix something for 7 months before doing so. It was broken steps leading up to the third floor! It took more than a dozen calls to get the work done. And they tell you something is going to be done that will inconvenience you (by posting signs on your door) and then don’t do it or tell you why.”

RM has seven offices in Texas and only three in California, so most of the info we have found is from Texas. A review on Yelp from April of this year stated: “Working with their Austin office is a nighmare. … Since we made the switch to a new company I am amazed at all the mistakes we continue to uncover from Real Manage’s time with us. Banking errors, misapplied assessments, budget errors. …” This review is apparently from the secretary of Block House Creek HOA.

member in Texas blogged about “poor billing practices”, slow communications, and unresponsiveness from RealManage and got comments from others reporting their own experiences. This member concluded that RealManage unsuccessfully tries to tailor its system to each customer rather than perfecting a single system and sticking with it.

One Texas community’s newsletter from last July reported that RM was better than their previous company, especially after assigning them a new manager. But another continued to have problems with RM even after a manager change, so it eventually dropped the company. This association also claimed that RealManage refused to allow the community to terminate the contract in mid-year because of nonperformance by RealManage. Another Texas community switched from RM to another company for unspecified reasons.

A scathing anonymous review of a Texas RM office, from the employee’s point of view, says “All your hard work & effort will make the current owners’ millions grow even more….stress level for workers is very high.”

A positive review in an HOA newsletter says “RealManage has been a success…” and cites improvements compared with previous management companies. However, the newsletter’s editor is an RM employee, so it might be wise to confirm the judgment by talking to community members.

Some of the discussion about RealManage’s accounting has dealt with statement-based versus coupon-based billing for assessments. It may be useful to ask RealManage about this.

RealManage, unlike some competitors, doesn’t disclose a list of its clients to the public. We wanted to find urban clients, high-rise clients, and clients with pre-1970s buildings, similar to BTH, but we could find none. One could ask for a list of such clients so comparable references can be checked.

At the meeting, Duane McPherson presented RealManage’s services and answered questions. He said RM manages about 65 associations in the Bay Area, but won’t disclose the list of them to us or anybody else, for fear of poaching by competitors. The most similar association now managed by RM nearby is Bayview in Albany. The Walnut Creek office is mainly a place to hold meetings, not a real office, so we would be managed out of San Rafael.

RM would charge BTH $2400 per month for basic management (plus about $900 for the extra services at the start of the contract). It would also offer extra services. They include semiskilled physical-plant maintenance work in-house, for $37.50 to $55 per hour, and four-page color newsletter production, for $160 per issue.

Contrary to what we had read, RM offers a contract that is terminatable by either party on 60 days’ notice.

McPherson acknowledged that RM has been sued and criticized. He gave RM’s side of this story, without seeming unduly defensive or aggressive.

McPherson is considered RM’s CGO (Chief Green Officer). He is the RM expert on resource conservation and environmental impacts. He would help BTH evaluate energy and water conservation measures, and he is confident that solar energy generation will become cheap enough to warrant its investment in the future.

RM’s main distinction from its competitors, and McPherson’s main passion, is the use of information technology to make all activities more efficient and accountable. RM digitizes all recent records and make them available via board and member Web portals. It abstracts the governing documents, so the relevant sections can be shown where relevant. Financial transactions and maintenance management are largely automated.

RM generally does not provide or maintain ordinary Web sites for the communities that it manages, because the member portal sites fulfill many of the functions of Web sites, including internal communications.

In the beginning, RM would likely bring a computer and scanner to BTH to perform the bulk retrospective digitization. It could even do the entire collection of some 140,000 pages, at a cost to be determined. It would use the already digitized construction drawings.

Digitization at RM includes OCR conversion, so documents are searchable. However, as of now the documents are not stored in a way that permits keyword searches on whole collections. BTH or people at BTH could, however, download copies of documents into local repositories and make those searchable.

Another technological innovation proposed by RM is the replacement of the coin acceptors in the laundry room with ID readers.

McPherson expressed a realistic understanding of members’ rights to access records. His summary was that members, as co-owners, are entitled to see almost all corporate records, with confidentiality exceptions. This appears to me to be a much more correct opinion than ACI’s McCormick’s apparent opinion that nothing is available to members unless legal justification is provided.

McPherson said that he has a couple of employees in mind who he believes would fit BTH well as manager and associate manager.

In general, I found McPherson’s legal and technical knowledge more impressive than McCormick’s, and I had a much easier time exchanging information and ideas with McPherson.

4 thoughts on “RealManage

  1. It would seem that contacting the BBB, writing reviews, getting my insurance company involved to help address the leaking roof would get this ReallyMisManaged company to get on the ball and address the REAL issues we have been facing for the last three years that they won’t get addressed, but no. I don’t get a response from them AT ALL anymore. But not just for the roof leaking into our condo, we can’t even get a copy of the Master Insurance policy which they are suppose to provide to our Mortgage company every year.

    Every year we get a letter from our mortgage company that RealManage has not provided the Master Insurance policy and then the painstaking process to just get a simple copy of our Master Insurance policy begins.

    It takes several months of us calling and pleading to get a copy. Not only does it take my husband and myself calling and requesting, but also the mortgage company, and our personal homeowner insurance agent (she is an absolute gem and life savior). Even with this many people contacting them it still takes an unimaginable number of times requesting and months in the process. We should only have to ask once (actually we shouldn’t have to ask at all), and have a response back within 24 hours.

    This year it has taken 4 months thus far and we still don’t have the Master Insurance Policy. They continue to give us the run around when we talk to one of their agents, who I am sure are underpaid call center agents reading from scripts, stating they are working on getting it together. What in the world does that mean? It shouldn’t take efforts to get it together, it should already be available if it is paid the insurance company provides it and all they need to do is send it to the mortgage company or even send it to us, but nooooooo it takes several months and us getting charged for additional insurance by our mortgage company every year.
    For some reason, this is not the case for all homeowners in our community as some of them don’t have to contact RealManage at all for the Master Policy and they automatically send it to those homeowners mortgage company. This has led us to believe it must be a dirty discrimination tactic from RealManage for Homeowners that they decide they do not like for whatever reason, along with taking away our assigned parking spot, not fixing our leaking roof (rain rolls down our walls, flooring and ceilings are ruined, mold is growing, and our son has now been sick with a wicked congested cough for several months). Soon our condo will need to be reported as condemned due to an unhealthy environment with the mold growth.

    We have tried contacting everybody we can at unRealManage (over 50 calls, several online attempts, and numerous emails, not counting how many time our Insurance agent has tried) including upper management all the way up to the Senior Vice President of Community Manager Support Group, Terri Porier on Oct 29, 2019 as of Dec 3, 2019 we have not received any reply on getting our issues resolved and my husband and I have had no reply at all from this company, not for the roof, windows, security system that their window guy destroyed, or the Master Insurance policy.

    This company doesn’t know how to manage anything and should be put out of business. Don’t trust this company and run far away as quickly as possible! They will ruin your investment, or will allow it to fall into a state of disrepair. The labor they do hire does an extremely poor job or quality of work and they don’t show up for the times as scheduled. Then the RealManage Manager will straight out lie to the HOA board.

  2. I am a tenant in a neighborhood managed by RM. In the six years we have lived here, we have been cited for numerous violations–committed by our neighbors. I have asked for photographs, but none have been forthcoming. They do not return my calls, and requests to speak to any supervisory personnel are ignored. The property owner lives in California, and, if my local property manager can be believed, the owner is utterly freaked out about the reports of my overgrown yard and threats to fine her.

    We have been waiting four months for a pool key, too.

  3. We recently changed to RM in the Dallas Fort Worth area and 8 months into this change I find it to be more than disappointing.

    They promote their technology but it does not appear to conform to state law and as such should not be used until it does.
    In addition, the website shows a balance due when there is no balance due on the statement screen. The conflicting information is concerning.

    The site does not include any of the HOA documents as required by state law and only paraphrases a few items and one is not correctly stated. They whole document must be posted as is – not paraphrased or interpreted by RM or the board.

    Lynn Taylor, former board member of HOA
    D/FW Texas

  4. I am a Director of an HOA in Florida. We hired RealManage in 2010 as our Property Managers.

    They did not live up to their contract or sales pitch.

    We found that their Reps did not return calls within 24 hours, our bill sswere not paid on time, we were nickled and dimed to death. Every thing had to go thru Texas and it could take anywhere from 3 weeks to 3 months to get things paid.

    They kept changing the forms necessary for reinbursement for expenditures we paid for ourselves.

    Needless to say, my Board has caneclled our contract with RealManage. My suggestion to any other Board look ing for a new Management company, look elsewhare.

    Patricia A Mumich, Director
    Shadow Run Community Association
    Hudson, Floria

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