Initial Business Response /* (1000, 6, 2015/05/28) */
ACCU, Incis the HOA for our townhome-
ACCU, Incis the Professional Management Company for Jewell Ridge
We have had a leaking roof for weeks that has been left unresolved-
Jewell Ridge does have the obligation to repair
leaking roofs, and ACCU, Incacting as the managing agent for the community assists in the maintenance of the communityFixing the leak before it occurs is attempted through maintenance and upkeep in the communityHowever, it is important to note that ACCU, Incnor the Jewell Ridge Association caused the leak to occurThe only option is to address the issue in a professional and timely manner after it is reported
We originally contacted ACCU, Inc by email on Sunday 4/26/to report our leaking roof-
This is correct the owner did contact ACCU, Incon 4/26/Please see the first exhibit (Exhibit 1)A work order was created and submitted to K2J Roofing on 4/27/ACCU, Incacted in good faith and responded in a timely and professional manner
We kept being told that they were contacting a company called K2J to assess and fix the roof- This is correct and ACCU, Incdid contact K2J Roofing to make the repair
We also called and left voicemails regarding the issue without any return phone calls-
This is incorrectThe second exhibit (Exhibit 2) is a report run from our management software systemThis shows that we did receive calls or returned calls on 5/19/15, 5/20/& 5/26/The owners claim that we never returned phone calls is inaccurate
A contractor from K2J came to assess the roof on Thursday 5/14/15, weeks after the complaint was originally reported-
ACCU, Incwill have to let K2J speak for themselves against the claim that they only showed up weeks after the original work order was sentHowever, we as ACCU, Incare not in control of a vendors response timeAnd with a storm the size of the one that occurred during these dates, there are a limited amount of resources to address all the emergencies in Colorado and a reasonable delay may be expected
He found holes in the siding of our chimney and sealed themHe said he had to contact his boss to get the siding replacedHe said the seal would last a couple weeksToday 5/19/with all the rain, we noticed it has started to leak againI called the contractor from K2J to report this and ask for an update regarding the siding being replaced, but he said his boss has not returned his phone calls, so he cannot move forward with the repair-
This is a complaint against a contractor and not a performance issue with ACCU, Inc
This has now caused carpet damage in our master bedroomThe carpet has bubbled and is peeling from the wallThe molding is also peelingWe will also most likely have to replace the wood siding and drywall on the inside of our home around the chimneyWe have not yet assessed the damage we cannot see with our eyesThe lack of communication between ACCU, Inc, K2J, and my husband and me has been unacceptable and will probably cost us hundreds if not thousands of dollars to repair the damage that could have been avoided had there been any urgency in fixing this issue when it was first reported-
We as ACCU, Incunderstand the owners concern and level of frustration because of damage caused to the inside of their unitThe community documents for the association make it clear that the owners are responsible for the interior repairsContrary to the claims of the owner here in the complaint, ACCU, Incdid respond quickly, have open lines of communication with the owner, and handled the issues consistent with what is required in the management agreementI think the owners complaint is that she is unsatisfied with the situation, and not with the performance of ACCU, Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID ***, and find the processes and integrity of ACCU Inc is still in question, but the repairs are complete after weeks (when they should have taken less than hours)
Sincerely,
*** ***
Initial Business Response /* (1000, 6, 2015/09/29) */
I think it is important to first address that the information the potential buyer received is not that of *** *** but of the Corporation which is the *** *** *** *** *** The meeting minutes, construction defect
notices, and correspondence show that *** *** knew about the issues she is disputing, and ultimately should have disclosed this information to the potential buyer prior to this buyer speaking with *** *** The potential liability to not answer questions correctly, or withhold information we know about in a real estate transaction has potential damaging effect on us as a Management CompanyI think *** *** offered information that should have been offered to a potential buyer in a community including telling the buyer they could "come to our office and review all the defect litigation files." The Board of Directors and *** *** have been proactive in bringing resolutions to these matters by working with ASR (General Contractor)The association needs the cooperation of the owners to help keep repairs on scheduleAs you will see from the notes listed 9-22-the unit owners are refusing to allow *** entry into the unit to make necessary repairs because they suggest they are selling the unit
Initial Business Response /* (1000, 6, 2015/09/28) */
I spoke with this owner and squared this upIt was a timing issueThe leak occurred and from what the buyer says the seller did not disclose there was a leak in the unitBy the time we received the invoice and applied it to the account the
sale had occurredBecause clean title had been given to the new owner we reversed all charges on the account
Mon 2/22 - Their first request for information was received on 2/22 at 11:15 am. I emailed them all the information...
they requested - but three items that required further research and Board approval, by 2:25 pm the same day. I told [redacted] to send a request in writing to the Board asking for the three other items that needed to be addressed. Tue 2/23 - Received email from [redacted] at 10: 54 requesting contact information for Board, responded at 12:26 pm. Received his formal request at 2:06 pm and forwarded to Board with comments at 2:14 pm. Board responded that night with questions to their legal counsel. Wed 2/24 - Emailed association's legal counsel at 9:32 am per the Board's request. Heard back at 12:37 pm and forwarded email to the Board. Thu 2/25 - Board responded with more question. Forwarded to legal counsel at 9:34 am and heard back at 9:52 am. Forwarded email to the Board at 10:10 am. Fri 2/26 - Received call from Board President at 1:35 pm. She instructed me to address two of the items pending. I sent [redacted] an email at 2:44 pm. Sent additional information regarding leasing permit at 4:22 pm, per the Board's request, received via text message at 3:11 pm. At this time, all their questions have been addressed with one exception, which is the flooring approval. All other information was provided in a timely manner unless it required further research or Board's approval. Per the most recent email today, the buyer is moving forward. Thanks, [redacted] ACCU, Inc. [redacted] Property Manager of Community Associations 2140 S. Holly Street, Denver, CO. 80222 Main: [redacted] Toll Free: 1-866-373-2290 Fax: (303)777-2229 [redacted]
Initial Business Response /[redacted]/
ACCU, Inc. acts as the managing agent for [redacted] (a.k.a [redacted] Our management agreement does require us to act as agent on behalf of the association. There is a separation of responsibility between the managing...
agent, the association, and the owner of the unit. The person filing the complaint I think is confused on what the responsibility of the managing agent is as all the claims for responsibility seem to be against the managing agent.
The initial complaint was not made to ACCU. The onsite employee is the employee of the community association and is not a manager, or affiliated with the management company. ACCU, Inc. was first notified of the issue on May 08, 2015. Our direction from the Board of Directors is to call their onsite employee prior to getting any contractors involved.
Upon notifying the association employees regarding the issue, ACCU, Inc. was told they were aware of the issue, had already been in contact with the tenant in the unit, and would make repairs weather permitting. Unfortunately, the weather event was continuous and made the repair impossible. The onsite maintenance man did make the repair when the rain let up, and called a licensed and bonded roofing company to inspect and confirm the repair.
The association does have an obligation to make a repair to the roof. And as we can understand the level of frustration the tenant of this unit had with the time delay due to weather, the Association acted in good faith and made the repair.
The management company having an obligation to report the damage to the association did so in a timely manner, and acted in good faith.
The interior repairs are the responsibility of the owner of the unit. While working on this issue, the tenant became extremely unreasonable. The association was forced to reach out to their legal counsel (please see attached).
[redacted]. is not an address that we manage or have any authority over, the complainant has been advised of this verbally via telephone. Please withdraw complaint immediately.
Final Consumer Response /* (2000, 7, 2015/07/30) */
I would like to retract this complaint, ACCU has resolved the issue and will be issuing a refund
Initial Business Response /* (1000, 6, 2015/05/28) */
ACCU, Incis the HOA for our townhome-
ACCU, Incis the Professional Management Company for Jewell Ridge
We have had a leaking roof for weeks that has been left unresolved-
Jewell Ridge does have the obligation to repair
leaking roofs, and ACCU, Incacting as the managing agent for the community assists in the maintenance of the communityFixing the leak before it occurs is attempted through maintenance and upkeep in the communityHowever, it is important to note that ACCU, Incnor the Jewell Ridge Association caused the leak to occurThe only option is to address the issue in a professional and timely manner after it is reported
We originally contacted ACCU, Inc by email on Sunday 4/26/to report our leaking roof-
This is correct the owner did contact ACCU, Incon 4/26/Please see the first exhibit (Exhibit 1)A work order was created and submitted to K2J Roofing on 4/27/ACCU, Incacted in good faith and responded in a timely and professional manner
We kept being told that they were contacting a company called K2J to assess and fix the roof- This is correct and ACCU, Incdid contact K2J Roofing to make the repair
We also called and left voicemails regarding the issue without any return phone calls-
This is incorrectThe second exhibit (Exhibit 2) is a report run from our management software systemThis shows that we did receive calls or returned calls on 5/19/15, 5/20/& 5/26/The owners claim that we never returned phone calls is inaccurate
A contractor from K2J came to assess the roof on Thursday 5/14/15, weeks after the complaint was originally reported-
ACCU, Incwill have to let K2J speak for themselves against the claim that they only showed up weeks after the original work order was sentHowever, we as ACCU, Incare not in control of a vendors response timeAnd with a storm the size of the one that occurred during these dates, there are a limited amount of resources to address all the emergencies in Colorado and a reasonable delay may be expected
He found holes in the siding of our chimney and sealed themHe said he had to contact his boss to get the siding replacedHe said the seal would last a couple weeksToday 5/19/with all the rain, we noticed it has started to leak againI called the contractor from K2J to report this and ask for an update regarding the siding being replaced, but he said his boss has not returned his phone calls, so he cannot move forward with the repair-
This is a complaint against a contractor and not a performance issue with ACCU, Inc
This has now caused carpet damage in our master bedroomThe carpet has bubbled and is peeling from the wallThe molding is also peelingWe will also most likely have to replace the wood siding and drywall on the inside of our home around the chimneyWe have not yet assessed the damage we cannot see with our eyesThe lack of communication between ACCU, Inc, K2J, and my husband and me has been unacceptable and will probably cost us hundreds if not thousands of dollars to repair the damage that could have been avoided had there been any urgency in fixing this issue when it was first reported-
We as ACCU, Incunderstand the owners concern and level of frustration because of damage caused to the inside of their unitThe community documents for the association make it clear that the owners are responsible for the interior repairsContrary to the claims of the owner here in the complaint, ACCU, Incdid respond quickly, have open lines of communication with the owner, and handled the issues consistent with what is required in the management agreementI think the owners complaint is that she is unsatisfied with the situation, and not with the performance of ACCU, Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID ***, and find the processes and integrity of ACCU Inc is still in question, but the repairs are complete after weeks (when they should have taken less than hours)
Sincerely,
*** ***
Initial Business Response /* (1000, 6, 2015/09/29) */
I think it is important to first address that the information the potential buyer received is not that of *** *** but of the Corporation which is the *** *** *** *** *** The meeting minutes, construction defect
notices, and correspondence show that *** *** knew about the issues she is disputing, and ultimately should have disclosed this information to the potential buyer prior to this buyer speaking with *** *** The potential liability to not answer questions correctly, or withhold information we know about in a real estate transaction has potential damaging effect on us as a Management CompanyI think *** *** offered information that should have been offered to a potential buyer in a community including telling the buyer they could "come to our office and review all the defect litigation files." The Board of Directors and *** *** have been proactive in bringing resolutions to these matters by working with ASR (General Contractor)The association needs the cooperation of the owners to help keep repairs on scheduleAs you will see from the notes listed 9-22-the unit owners are refusing to allow *** entry into the unit to make necessary repairs because they suggest they are selling the unit
Initial Business Response /* (1000, 6, 2015/09/28) */
I spoke with this owner and squared this upIt was a timing issueThe leak occurred and from what the buyer says the seller did not disclose there was a leak in the unitBy the time we received the invoice and applied it to the account the
sale had occurredBecause clean title had been given to the new owner we reversed all charges on the account
Mon 2/22 - Their first request for information was received on 2/22 at 11:15 am. I emailed them all the information...
they requested - but three items that required further research and Board approval, by 2:25 pm the same day. I told [redacted] to send a request in writing to the Board asking for the three other items that needed to be addressed. Tue 2/23 - Received email from [redacted] at 10: 54 requesting contact information for Board, responded at 12:26 pm. Received his formal request at 2:06 pm and forwarded to Board with comments at 2:14 pm. Board responded that night with questions to their legal counsel. Wed 2/24 - Emailed association's legal counsel at 9:32 am per the Board's request. Heard back at 12:37 pm and forwarded email to the Board. Thu 2/25 - Board responded with more question. Forwarded to legal counsel at 9:34 am and heard back at 9:52 am. Forwarded email to the Board at 10:10 am. Fri 2/26 - Received call from Board President at 1:35 pm. She instructed me to address two of the items pending. I sent [redacted] an email at 2:44 pm. Sent additional information regarding leasing permit at 4:22 pm, per the Board's request, received via text message at 3:11 pm. At this time, all their questions have been addressed with one exception, which is the flooring approval. All other information was provided in a timely manner unless it required further research or Board's approval. Per the most recent email today, the buyer is moving forward. Thanks, [redacted] ACCU, Inc. [redacted] Property Manager of Community Associations 2140 S. Holly Street, Denver, CO. 80222 Main: [redacted] Toll Free: 1-866-373-2290 Fax: (303)777-2229 [redacted]
Initial Business Response /[redacted]/
ACCU, Inc. acts as the managing agent for [redacted] (a.k.a [redacted] Our management agreement does require us to act as agent on behalf of the association. There is a separation of responsibility between the managing...
agent, the association, and the owner of the unit. The person filing the complaint I think is confused on what the responsibility of the managing agent is as all the claims for responsibility seem to be against the managing agent.
The initial complaint was not made to ACCU. The onsite employee is the employee of the community association and is not a manager, or affiliated with the management company. ACCU, Inc. was first notified of the issue on May 08, 2015. Our direction from the Board of Directors is to call their onsite employee prior to getting any contractors involved.
Upon notifying the association employees regarding the issue, ACCU, Inc. was told they were aware of the issue, had already been in contact with the tenant in the unit, and would make repairs weather permitting. Unfortunately, the weather event was continuous and made the repair impossible. The onsite maintenance man did make the repair when the rain let up, and called a licensed and bonded roofing company to inspect and confirm the repair.
The association does have an obligation to make a repair to the roof. And as we can understand the level of frustration the tenant of this unit had with the time delay due to weather, the Association acted in good faith and made the repair.
The management company having an obligation to report the damage to the association did so in a timely manner, and acted in good faith.
The interior repairs are the responsibility of the owner of the unit. While working on this issue, the tenant became extremely unreasonable. The association was forced to reach out to their legal counsel (please see attached).
[redacted]. is not an address that we manage or have any authority over, the complainant has been advised of this verbally via telephone. Please withdraw complaint immediately.