Coldwell Banker Real Estate

Thank you for the opportunity to respond to the consumer complaint attached to your letterThe complainant has spelled out his complaint pretty clearlyHe never did communicate directly with Right Property Management, but rather asked the President to send in the request, which he didThe Board President said in his email "If the situation is ours to fix, please advise so we can get on itIf it isn't maybe Jerry can fix it for the owners at their expense."A work order was issued and we sent one of our service technicians to investigate the circumstance, which he didHe checked the 302B rear screened porch and determined that there was no problem with the porch and stated that to those present, including the complainant.The rear porches of all of the units in the [redacted] Condominium Community are limited common elements and are therefore, owner responsibility as far as maintenance is concernedOur policy has been that the minimum bill for a work order is equivalent to one hour of labor because, regardless of how long a serv ice technician is on the jobsite, the minimum cost has to include travel time and all of the overheads associated with supporting that employee in the fieldCosts such as transportation costs including fuel and insurance, liability insurance and workman's compensation insurance; computer system support and software; rent; utilities; business licensing and cell phone costs, just to name a few of the costs small businesses have to absorbSo when the complainant refuses to pay his bill by writing on the invoice "unauthorized charges" and refuses to call or make any overture of resolving the issue , I am not inclined to give away our services when we fulfilled our part of the bargain and determined that the porch was safe and needed nothing done to it.We had [redacted] as a client in another community that we no longer manageHis request to [redacted] , the Board President, was a means of obfuscating the responsibility for the chargesHe is absolutely correct that we never told him there would be a charge because he never made the request to Right Property Management, LLC.However, the Board President said the right words in his email that should have made it clear that the responsibility would be the owner's.If it will resolve this issue, I will agree to reduce the cost of the invoice to $as long as it is paid by December 23, .Should you have any questions, please let me know

See attached.Right Property ManagementBay Vista Road, Suite # 205Rehoboth Beach, DE [redacted] D [redacted] I am responding to the above referenced matter, a complaint placed by Mr [redacted] an owner in the Homestead Homeowner Association which receives management services provided by Right Property ManagementIn the complaint, Mr [redacted] alleges that he and his wife were harassed by the community’s Property Manager, [redacted] His complaint states that Ms [redacted] called his wife ignorant and accused him of selling his car in the communityFollowing is Ms [redacted] ’s recollection of the two, separate incidents:On the weekend of March and 26, 2017, two homeowners residing in the community held birthday parties in the clubhouseWhen Ms [redacted] went out to inspect the condition of the club house following the weekend’s events she found two tables set up in the clubhouse that were not set up prior to the weekendOne was an oblong table that was set up in the community roomThe other was an outdoor picnic table that was placed inside the building and left in the utility room Not knowing which of the two owners was responsible for leaving the tables behind, Ms [redacted] contacted both ownersMs [redacted] was the first owner she spoke toMs [redacted] was asked if she set the tables upShe responded that the tables were set up when she arrived to use the facilityMs [redacted] thanked her for the information and then provided a reminder that when owners use the club house they need to leave it as it usually is since failure to do so can lead to an owner paying to have the room straightened up following an eventMs [redacted] is a regular user of the club house and knows the way the room usually looks and has been informed of the club house use policy beforeAt that point, Ms [redacted] started to argue with Ms [redacted] that she does not know what the room looks likeMs [redacted] encouraged Ms [redacted] to just contact her to let her know if she sees anything that does not seem typical in the room when she holds events so that she is not liableMs [redacted] continued to argue that she would not call nor would she accept responsibility for following the club house rulesAt that point, Ms [redacted] advised Ms [redacted] that ignorance of the club house rules is not an acceptable excuse for failure to do her part to keep the club house cleanAt no time did Ms [redacted] call Ms [redacted] ignorantShe simply stated that the owner needs to know what is going on with the facility and report problems to the Property Manager to avoid being held responsible for someone else’s actions The second incident occurred on Saturday April 8, Ms [redacted] received an owner complaint that there was a car parked in the community’s mailbox parking area with “For Sale” signs plastered on the windowsMs [redacted] called the phone number that was on the For Sale signs and Mr [redacted] answered the phone Mr [redacted] informed Ms [redacted] that he was aware that he could not sell his vehicle in the community and that the car had been parked elsewhere and he had just returned to the community with the car and parked it in what he called the community parking lotThe area he referred to was the parking area for the community’s mailboxesThe mailboxes had been hit by a vehicle and were in the process of being repairedIn accordance with the community’s rules, Ms [redacted] requested that Mr [redacted] remove the “For Sale” signs from the vehicle when in the community and to not park the vehicle in the mailbox parking lot during the time repairs were being made to the mailboxes.The final complaint occurred around August 4, during Powerwashing of the homes in the communityMr [redacted] called Ms [redacted] to complain about the contractor removing his plants from his patio during the Powerwashing process The contractor had moved the plants because they could not clean the exterior with the pots where they had beenMr [redacted] claimed he did not know that the community was going to be power washedFollowing the conversation between Mr [redacted] and Ms [redacted] , Ms [redacted] updated the owner’s files to make sure that the management company had up-to-date contact information and sent Mr [redacted] the following e-mail message: “Sorry to hear that your plants were not handled with care during the Powerwashing of the condominiumI am grateful that we were able to ascertain that I had the incorrect e-mail address so that we could change it and improve communication going forwardPlease send me your picture that you took of your flower pots so I can share it with the contractorPerhaps he will talk to his crew about handling things differently going forward.”The owner was upset because the contractor did not take proper care while moving his belongings off of the patioThe contractor was not required to move items left behind by the owner but did so to prevent damageRather than going out to help move the items, you can see by the attached picture that the owner sat upstairs taking picturesOther actions might have prevented the problem from occurring, including calling the management company at the time of the incident or going out and assisting with the removalThe contractor returned the plants to the patio area but the removal and return were not enough to satisfy the ownerThe contractor was called and agreed to talk to his staff about handling owner’s itemsGoing forward they will not be Powerwashing areas where owners leave items behindNothing was broken so Mr [redacted] was not “compensated.”Thank you for allowing me share these events from my perspective.Sincerely, [redacted]

I am replying to you on this absurd complaint from [redacted] concerning his assertion that he was never advised there would be a charge to have a service technician come by and take a look at his rear deck of his unit at [redacted] In this case, ** [redacted] has admitted calling to request someone to look at his deckMrs [redacted] agreed to send someone over as quickly as possibleThis call came after ** [redacted] had made the same request to the President of the [redacted] Condominium Association Board of Directors [redacted] made every effort to obfuscate his responsibility and try to pass it along to the Condominium Association.Knowing that the Condominium Association was not planning to pay for the service call, [redacted] made a call to Right Property Management, nevertheless, and ordered a service be provided to his unitCommon sense would dictate that if one places a service call, one will be billed for the service renderedDoes ** [redacted] really think that he can call for someone to come to look at his deck without being charged a fee for the service call? This implies that our company is in the business of working without payWhen we sign a contract with eachcomm unity that we work in, it is made clear to the association that owners may from time to time contact us to request work to be done at their individual units that is not within the scope of service that the association is responsible forlt is made clear in our management contract thatthat work will be performed at owner's expense and billed according to our Fee for Service List, also known as Schedule A** [redacted] knew that his request fell out of the scope of service that the condominium was responsible for and he personally requested our maintenance crew to come to his house and look at his problemThe work was performed as requestedAn invoice was generated and sent to ** [redacted] as would happen in any company that offers homemaintenance services, and the invoice has never been paid.I have completely given up on any hope that this owner will be financially responsible for his service requestAn attempt was made to try to work with ** [redacted] since he seemed so upset that he would actually have to pay someone to do work on his behalfI eliminated all overhead and cut the bill in half thinking that might ease any financially difficulty ** [redacted] might have paying his bill** [redacted] did not take me up on my offer and still has not paid the billIn December 2015, Right Property Management wrote off the complete amount of the debt for this service to ** [redacted] .I need to say that Right Property Management is proud of the A+ Rating that we hold through the Revdex.com In over years in business and years as a Revdex.com member, we manage over communities and we have had very few complaintsUnfortunately , ** [redacted] is a repeat complainerI do not believe we will ever do anything right for him or ever make him happyIt is my hope that the simple fact that we wrote off the cost associatedwith his service call will be enough to end this complaintWe do not plan to respond furtherRight Property Management views this issue as a closed matter and we do not plan to accept any additional requests for work placed by ** [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Thank you for your response. While it is true that Right Property Management managed a previous community I lived in, there is no relevance other than the fact that Right Property Management does not actually ad**ess or read complaints!In this response, Mr*** of Right Property Management states, “he (***) is absolutely correct that we never told him there would be a charge because he never made a request to Right Property Management.” This statement is not only false, but also clearly stated in the original complaint. The original complaint reads: “I (***) also, received a call from Ms*** *** who said she had someone at the complex and they would come over and take a look”. So, in fact, I did speak to someone from Right Property Management, and no fee was discussed or disclosed in my contact with Right Property Management.Mr*** then states that “so when the complainant refuses to pay his bill by writing on the invoice ‘unauthorized charges’ and refuses to call or make an overture of resolving the issue”This statement is also false. Again, had Mr*** read the original complaint, he would have seen the following statement clearly stated: “On September 5, I received a bill for $for a work orderI contacted Ms*** *** by email: ‘Today in the mail I received a bill for a work order for August 4, 2015, for $We have not had any work done by Right Property ManagementI would not have had RPM over if this fee was disclosed to us, as you can see below there is no mention of a feeMaybe this is not what the fee is for? So can you please clarify what "work order" was agreed upon and completed on our unit with a charge of $75.00?’” Of course Right Property Management never responded to this emailI also submitted a written copy of the aforementioned email, along with the invoice on which I stated unauthorized charge, which also included our dues payment. It was obviously received by Right Property Management since the dues check was cashed and Mr*** is quoting from that invoice. But they chose to ignore the email and the written copy of the email.It is apparently clear, that Right Property Management is admitting they never disclosed a fee or charge.So the resolution, offered by the company is not acceptable, because as stated in the original complaint, this was never a disclosed nor an authorized charge
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
None of my issues regarding this complaint have been addressed yet alone resolvedTheir response did nothing but cling to the idea that they were not wrong. they need to accept responsibility for their actions and become a better business
I *** *** herby reject this response from the Right
property management company. First this it is September 12, and Right Property
management has only responded to the Revdex.com complain submitted to about an
incident in March 2017. No action has
been taken with me directly to resolve or even discuss the issues that have
been brought up. The response to the Revdex.com
is only an attempt to avoid negative publicity being published and not an
attempt to better their company. Second, the instructions from the company are to return the
clubhouse to the state in which we had found it, to which we did. If *** had done a timely inspection in
between the two parties then she would have called the appropriate people about
the tables. As noted in the response she
had to call both parties due to poor performance Third, this company did openly admit to calling my wife
ignorant, as noted in their response.
Under no circumstance is it good customer service to insult your
customers in such a way. My wife called
me sobbing after this phone call, she has never been an aggressive person to
argue in such a way painted in this response. The following quote from Right Property Management’s
response was directed at my wife and clearly states that she ignorant because
the doesn’t know the rules. At that
point, Ms*** advised Ms*** that ignorance of the club house rules is
not an acceptable excuse for failure Fourth, there was not a call to discuss the car with the for-sale
signs. I received a voicemail
threatening to fine me for trying to sell a car in the development. Had there been a call I would have told ***
that the car was already sold after spending some time in the parking lot of
the Food Lion down the road. Right
property management does not discuss problems, they threaten and intimidate
their customers. Fifth, the power washing incident has happened so long ago
that any corrective action would be mute because we no longer live there. This is further proof of this company’s
incompetence for the pictures were sent within days of this incident and
nothing was done. Regards,*** ***

See attached.Right Property Management20245 Bay Vista Road, Suite # 205Rehoboth Beach, DE 19971[redacted]I
am responding to the above referenced matter, a complaint placed by Mr.
[redacted] an owner in the Homestead Homeowner Association which...

receives
management services provided by Right Property Management. In the complaint,
Mr. [redacted] alleges that he and his wife were harassed by the community’s
Property Manager, [redacted]. His complaint states that Ms. [redacted] called his
wife ignorant and accused him of selling his car in the community. Following is
Ms. [redacted]’s recollection of the two, separate incidents:On
the weekend of March 25 and 26, 2017, two homeowners residing in the community
held birthday parties in the clubhouse. When Ms. [redacted] went out to inspect
the condition of the club house following the weekend’s events she found two
tables set up in the clubhouse that were not set up prior to the weekend. One
was an oblong table that was set up in the community room. The other was an outdoor
picnic table that was placed inside the building and left in the utility room.
Not knowing which of the two owners was responsible for leaving the tables
behind, Ms. [redacted] contacted both owners. Ms. [redacted] was the first owner she
spoke to. Ms. [redacted] was asked if she set the tables up. She responded that the
tables were set up when she arrived to use the facility. Ms.
[redacted] thanked her for the information and then provided a reminder that when
owners use the club house they need to leave it as it usually is since failure
to do so can lead to an owner paying to have the room straightened up following
an event. Ms. [redacted] is a regular user of the club house and knows the way the
room usually looks and has been informed of the club house use policy before. At
that point, Ms. [redacted] started to argue with Ms. [redacted] that she does not know
what the room looks like. Ms. [redacted] encouraged Ms. [redacted] to just contact her
to let her know if she sees anything that does not seem typical in the room
when she holds events so that she is not liable. Ms. [redacted] continued to argue
that she would not call nor would she accept responsibility for following the
club house rules. At that point, Ms. [redacted] advised Ms. [redacted] that ignorance
of the club house rules is not an acceptable excuse for failure to do her part
to keep the club house clean. At no time did Ms. [redacted] call Ms. [redacted]
ignorant. She simply stated that the owner needs to know what is going on with
the facility and report problems to the Property Manager to avoid being held
responsible for someone else’s actions.  The
second incident occurred on Saturday April 8, 2017. Ms. [redacted] received an
owner complaint that there was a car parked in the community’s mailbox parking
area with “For Sale” signs plastered on the windows. Ms. [redacted] called the
phone number that was on the For Sale signs and Mr. [redacted] answered the phone.
Mr. [redacted] informed Ms. [redacted] that he was aware that he could not sell his
vehicle in the community and that the car had been parked elsewhere and he had
just returned to the community with the car and parked it in what he called the
community parking lot. The area he referred to was the parking area for the
community’s mailboxes. The mailboxes had been hit by a vehicle and were in the
process of being repaired. In accordance with the community’s rules, Ms.
[redacted] requested that Mr. [redacted] remove the “For Sale” signs from the vehicle
when in the community and to not park the vehicle in the mailbox parking lot
during the time repairs were being made to the mailboxes.The
final complaint occurred around August 4, 2016 during Powerwashing of the homes
in the community. Mr. [redacted] called Ms. [redacted] to complain about the
contractor removing his plants from his patio during the Powerwashing process.
The contractor had moved the plants because they could not clean the exterior
with the pots where they had been. Mr. [redacted] claimed he did not know that the
community was going to be power washed. Following the conversation between Mr
[redacted] and Ms [redacted], Ms. [redacted] updated the owner’s files to make sure that
the management company had up-to-date contact information and sent Mr. [redacted]
the following e-mail message: “Sorry
to hear that your plants were not handled with care during the Powerwashing of
the condominium. I am grateful that we were able to ascertain that I had the
incorrect e-mail address so that we could change it and improve communication
going forward. Please send me your picture that you took of your flower pots so
I can share it with the contractor. Perhaps he will talk to his crew about
handling things differently going forward.”The
owner was upset because the contractor did not take proper care while moving
his belongings off of the patio. The contractor was not required to move items
left behind by the owner but did so to prevent damage. Rather than going out to
help move the items, you can see by the attached picture that the owner sat
upstairs taking pictures. Other actions might have prevented the problem from
occurring, including calling the management company at the time of the incident
or going out and assisting with the removal. The contractor returned the plants
to the patio area but the removal and return were not enough to satisfy the
owner. The contractor was called and agreed to talk to his staff about handling
owner’s items. Going forward they will not be Powerwashing areas where owners
leave items behind. Nothing was broken so Mr. [redacted] was not “compensated.”Thank
you for allowing me share these events from my perspective.Sincerely,[redacted]

Thank you for the opportunity to respond to the consumer complaint attached to your letter. The complainant has spelled out his complaint pretty clearly. He never did communicate directly with Right Property Management, but rather asked the President to send in the request, which he did. The Board...

President said in his email "If the situation is ours to fix, please advise so we can get on it. If it isn't maybe Jerry can fix it for the owners at their expense."A work order was issued and we sent one of our service technicians to investigate the circumstance, which he did. He checked the 302B rear screened porch and determined that there was no problem with the porch and stated that to those present, including the complainant.The rear porches of all of the units in the [redacted] Condominium Community are limited common elements and are therefore, owner responsibility as far as maintenance is concerned. Our policy has been that the minimum bill for a work order is equivalent to one hour of labor because, regardless of how long a serv ice technician is on the jobsite, the minimum cost has to include travel time and all of the overheads associated with supporting that employee in the field. Costs such as transportation costs including fuel and insurance, liability insurance and workman's compensation insurance; computer system support and software; rent; utilities; business licensing and cell phone costs, just to name a few of the costs small businesses have to absorbSo when the complainant refuses to pay his bill by writing on the invoice "unauthorized charges" and refuses to call or make any overture of resolving the issue , I am not inclined to give away our services when we fulfilled our part of the bargain and determined that the porch was safe and needed nothing done to it.We had [redacted] as a client in another community that we no longer manage. His request to [redacted], the Board President, was a means of obfuscating the responsibility for the charges. He is absolutely correct that we never told him there would be a charge because he never made the request to Right Property Management, LLC.However, the Board President said the right words in his email that should have made it clear that the responsibility would be the owner's.If it will resolve this issue, I will agree to reduce the cost of the invoice to $50.00 as long as it is paid by December 23, 2015 .Should you have any questions, please let me know.

I am replying to you on this absurd complaint from [redacted] concerning his assertion that he was never advised there would be a charge to have a service technician come by and take a look at his rear deck of his unit at [redacted]. In this case, **. [redacted] has admitted calling to request someone to look at his deck. Mrs. [redacted] agreed to send someone over as quickly as possible. This call came after **. [redacted] had made the same request to the President of the [redacted] Condominium Association Board of Directors. [redacted] made every effort to obfuscate his responsibility and try to pass it along to the Condominium Association.Knowing that the Condominium Association was not planning to pay for the service call, [redacted] made a call to Right Property Management, nevertheless, and ordered a service be provided to his unit. Common sense would dictate that if one places a service call, one will be billed for the service rendered. Does **. [redacted] really think that he can call for someone to come to look at his deck without being charged a fee for the service call? This implies that our company is in the business of working without pay. When we sign a contract with eachcomm unity that we work in, it is made clear to the association that owners may from time to time contact us to request work to be done at their individual units that is not within the scope of service that the association is responsible for. lt is made clear in our management contract thatthat work will be performed at owner's expense and billed according to our Fee for Service List, also known as Schedule A. **. [redacted] knew that his request fell out of the scope of service that the condominium was responsible for and he personally requested our maintenance crew to come to his house and look at his problem. The work was performed as requested. An invoice was generated and sent to **. [redacted] as would happen in any company that offers homemaintenance services, and the invoice has never been paid.I have completely given up on any hope that this owner will be financially responsible for his service request. An attempt was made to try to work with **. [redacted] since he seemed so upset that he would actually have to pay someone to do work on his behalf. I eliminated all overhead and cut the bill in half thinking that might ease any financially difficulty **. [redacted] might have paying his bill. **. [redacted] did not take me up on my offer and still has not paid the bill. In December 2015, Right Property Management wrote off the complete amount of the debt for this service to **. [redacted].I need to say that Right Property Management is proud of the A+ Rating that we hold through the Revdex.com . In over 8 years in business and 5 years as a Revdex.com member, we manage over 50 communities and we have had very few complaints. Unfortunately , **. [redacted] is a repeat complainer. I do not believe we will ever do anything right for him or ever make him happy. It is my hope that the simple fact that we wrote off the cost associatedwith his service call will be enough to end this complaint. We do not plan to respond further. Right Property Management views this issue as a closed matter and we do not plan to accept any additional requests for work placed by **. [redacted].