Compass Real Estate & Property Management

Compass Real Estate and Property Management would like to respond to allegations made against us by the President of the Board of Directors for Heron CovePlease note that this complaint was filed by the HOA President on July 1, which is the same date that they requested the transfer of documents without providing the proper forwarding contact information Below, we are responding to the pertinent issues in order: at least accounts, ***, Alarm, Pest Control, and Telephone are delinquent as much as monthsWe took over management of the Heron Cove HOA in February Any invoices that were late were due to untimely notification by the previous management company that the invoices had arrived and were in their possessionSome accounts required formal change over documentation to be provided and approved by the vendor Additionally some of the accounts were password protected with passwords which were not provided to us All accounts were current as of June 30, I as the President have contacted them for Cash Flow Reports and Delinquency Reports multiple times and have not received any response yet, they are still billing us monthly for their servicesThe February bank statement was provided at the March HOA meetingNew financials for the Heron Cove HOA were in the process of being set up by our MBA account and were presented at the May HOA meetingFinancial statements could not be provided per the Presidents time frame Our management services were billed for our servicing months of February, March, April, May and June, at which time we were notified that our resignation had been accepted and the HOA had contracted the services of another management company We received their resignation in May and have accepted it effective 7/1/however they have not responded to requests to transfer the document and filesWe submitted our resignation on May 20, to become effective June 30, On May 23, we received an e-mail from the President informing us that we needed to give day notice which would move our resignation date to July 30, On June 30, at 1:23pm we received another e-mail from the President informing us that the HOA had retained another management company who would take over services effect July 1, We were never provided complete contact information for the new management company, nor were we contacted by the new company as we requestedSubsequently we were contacted by the them in July 6, and documents were personally delivered to their office by our Broker on July 7, and signed for by the Regional Manager We would like a credit for the last months of Management fees $x + $Continuing service was provided and duties preformed from February through June 30, .the cost of business checks Compass ordered without approval $Laser checks were ordered so that payments for invoices could be processed We will prorate the year supply check purchase cost and reimburse the HOA for $ was paying the landscaping company twice a month under different namesAt this point we were still receiving forwarded mail from the previous management companyDue to a change in software programs by the landscaping company, both previous management company and Compass were being billed on the same account When we received the double billing we contacted the landscaping company and after they researched the accounts the landscaping company found their mistake and sent a letter of apology explaining the reason for the errorThis letter was sent to us on June 5, and forwarded to the President of the HOA on the same day

Rebuttal to complaint filed with Revdex.com on August 25, # [redacted] "We have endured their poor communication and lack of customer service because our renters stayed in the house".Compass Real Estate & Property Management provides an online professional accounting System portal through Appfolio For the owner's Convenience, they have their own personal access to a portal which gives them 24/access to all statements, invoices and provides year end detailed reportsThese clients never disputed this method of communicationUpon the owners transfer to their new duty station they passed through San DiegoWe had set an appointment with them to view the property and had made arrangements with the tenantsHowever, the owners did not take advantage of the opportunity to visit their property and cancelled the appointment.All repairs were quickly brought to the attention of the owner via personal phone calls or emails for their input on their preferred method of payment for said repairsPer the Property Management Agreement, Section (D); all repairs under $or that are a health and safety issues are fixed without requiring the owner's authorizationThis is standard operating procedure for property managers and detailed in the property management agreement contract signed by the clients(See attachment #1.) Telephone log via Ring Central our office telephone System is available upon request.Compass Real Estate & Property Management showed this property times before placing the long term tenants who recently vacated the property (Attachment #& #3)Feedback from potential tenants was relayed to the ownersThe owners made a few improvements to the property to make it more marketable, but improvements to the backyard were not made(Attachment #& #5)."Compass never seemed to act in our best interest but seemed to side with our renters constantly".Regarding the above subject, I do not understand how the owners came to this ConclusionAs an example, when we were advised that the property was going on the market, we contacted the tenants and asked them to be open to allowing the property to be shown to potential buyers while they were still in residenceThe tenants ag [redacted] to this request in order to expedite the sale for the owners, even though their lease was not due to expire until mid-August It should be noted that the tenants are the parents of a Severely handicapped young adult who is wheelchair bond, living in the household which made their agreement to allow the property to be shown even more cooperative."They provided inaccurate tax documents and did not inform us of charges to our reserve account'The reserve account which was a total of $was established to offset any additional landscaping, pest control or repairs not deducted prior to the owner's monthly distributionThe full reserves fund was returned to owner on August 24, our check#Franchise Tax Board funds held per the property management agreement will be distributed to the tax authority as scheduled in SeptemberTo reiterate, monthly statements were attached with all owner distributions, and when we switched to the Appfolio online system, the owner had 24/access to their statementsProfessionally prepared 1099's were sent out annually."They also did not do reoccurring walk throughs or actually go to the property".California civil code section explains the Landlord's Right to Enter & Tenant's Right to Privacy (Attachment # 6)However, if a repair was needed I was there to check on iti.ebroken sprinkler pipes, a water leak to the hosing system from the garage through the attic to the cocktail sink in the living roomSeveral trips to the property were made, examples 1) to check on kitchen cabinet hinges that were failing and find a possible solution2) When the dishwasher failed personally shopped for a new dishwasher and kept in communication with the owners regarding prices obtained (Attachment #- #9)The owner requested that we use her own repair person whenever possibleHowever, in the case of an emergency such as the above mentioned water leak | contacted a certified licensed plumber (Attachment #10)Each time I visit a property it is my routine to do a cursory look."They threatened to sue us because we wanted our renters to pay for the lawn they destroyedThe damage to the lawn totaled at least $1,but Compass refused to collect from our renters even though the sprinklers were functioning properly and installed but they failed to use them."I do not believe this to be a true statementMy routine when an owner, tenant or vendor calls the office, I would put them on speaker in the event there were any special instructions that may need further action by my staffApproximately, August 11, when spoke with the owner via telephone they wanted me to tell the tenants to upgrade the backyard with sod, which was originally weeds and crab grass (Attachments #4& #5)I told the owner would relay the message to the tenants, which I didThe tenants said no to Sodding, but would rake, seed and water the area in questionThe owner stated she was getting estimates for installation of sod and would send me what she felt should be the tenant's portionI never received the estimate or invoiceOn August 18" the owner sent an email inquiring when we would be returning their cash reserves, which my staff responded to on the same day, that I would be closing out the file by the end of the month and would directly deposit their reserve funds to their NFCU account (Attachment #& #12)August 22"I sent the owner an email that on August 24"I would be finalizing the close out of the property and that on the 24" I would be depositing a check to their NFCU account for their reserves in the amount of $and the security deposit would be returned to the tenant, within days of their vacating the property (Attachment #13)On August 23" the owner replied to my email of August 22" saying, "Good morning, OK thank you." (Attachment #14)As you can see from the email the issue of any forth Coming bills was not addressed.The conversation of Compass Real Estate & Property Management threatening to Sue the owner never occurredThere is a mediation clause in the property agreement, so to threaten a lawsuit would be mute(Attachment #15).explained to the owner that I would withhold any amount she requested however if the tenants took her to small claims for reimbursement they (the owners) could be liable for up to times the amount of the security deposit if they lost the case per California Civil code Section [redacted] (Attachment #16)To repeat; I did not receive and have not received as of this writing a bill for $or any other amount, to present to the tenants for withholding any security depositOne more interesting fact; the owners were twice in escrow and both sets of buyers cancelled escrowThe owner relayed to me that her agent stated the reason for cancellation was because of the backyardI find it curious that both sets of buyers would cancel for this reason when each party had viewed the entire property before making their offerI highly recommend that the owners read, in its entirety, the page home inspection report which the owners provided to Compass Real Estate & Property Management.As a professional broker I believe the timeline I have provided addresses the complaint of the owners, filed on August 25, 2017.Lastly, [redacted] A [redacted] have been selling homes and providing property management services for more than years in San Diego CountyThank you for your consideration in reading my rebuttal[redacted] A***

Rebuttal to complaint filed with Revdex.com on August 25, #***"We have endured their poor communication and lack of customer service because our renters stayed in the house".Compass Real Estate & Property Management provides an online professional accounting System portal through Appfolio
For the owner's Convenience, they have their own personal access to a portal which gives them 24/access to all statements, invoices and provides year end detailed reportsThese clients never disputed this method of communicationUpon the owners transfer to their new duty station they passed through San DiegoWe had set an appointment with them to view the property and had made arrangements with the tenantsHowever, the owners did not take advantage of the opportunity to visit their property and cancelled the appointment.All repairs were quickly brought to the attention of the owner via personal phone calls or emails for their input on their preferred method of payment for said repairsPer the Property Management Agreement, Section (D); all repairs under $or that are a health and safety issues are fixed without requiring the owner's authorizationThis is standard operating procedure for property managers and detailed in the property management agreement contract signed by the clients(See attachment #1.) Telephone log via Ring Central our office telephone System is available upon request.Compass Real Estate & Property Management showed this property times before placing the long term tenants who recently vacated the property (Attachment #& #3)Feedback from potential tenants was relayed to the ownersThe owners made a few improvements to the property to make it more marketable, but improvements to the backyard were not made(Attachment #& #5)."Compass never seemed to act in our best interest but seemed to side with our renters constantly".Regarding the above subject, I do not understand how the owners came to this ConclusionAs an example, when we were advised that the property was going on the market, we contacted the tenants and asked them to be open to allowing the property to be shown to potential buyers while they were still in residenceThe tenants ag*** to this request in order to expedite the sale for the owners, even though their lease was not due to expire until mid-August It should be noted that the tenants are the parents of a Severely handicapped young adult who is wheelchair bond, living in the household which made their agreement to allow the property to be shown even more cooperative."They provided inaccurate tax documents and did not inform us of charges to our reserve account'The reserve account which was a total of $was established to offset any additional landscaping, pest control or repairs not deducted prior to the owner's monthly distributionThe full reserves fund was returned to owner on August 24, our check#Franchise Tax Board funds held per the property management agreement will be distributed to the tax authority as scheduled in SeptemberTo reiterate, monthly statements were attached with all owner distributions, and when we switched to the Appfolio online system, the owner had 24/access to their statementsProfessionally prepared 1099's were sent out annually."They also did not do reoccurring walk throughs or actually go to the property".California civil code section explains the Landlord's Right to Enter & Tenant's Right to Privacy (Attachment # 6)However, if a repair was needed I was there to check on iti.ebroken sprinkler pipes, a water leak to the hosing system from the garage through the attic to the cocktail sink in the living roomSeveral trips to the property were made, examples 1) to check on kitchen cabinet hinges that were failing and find a possible solution2) When the dishwasher failed personally shopped for a new dishwasher and kept in communication with the owners regarding prices obtained (Attachment #- #9)The owner requested that we use her own repair person whenever possibleHowever, in the case of an emergency such as the above mentioned water leak | contacted a certified licensed plumber (Attachment #10)Each time I visit a property it is my routine to do a cursory look."They threatened to sue us because we wanted our renters to pay for the lawn they destroyedThe damage to the lawn totaled at least $1,but Compass refused to collect from our renters even though the sprinklers were functioning properly and installed but they failed to use them."I do not believe this to be a true statementMy routine when an owner, tenant or vendor calls the office, I would put them on speaker in the event there were any special instructions that may need further action by my staffApproximately, August 11, when spoke with the owner via telephone they wanted me to tell the tenants to upgrade the backyard with sod, which was originally weeds and crab grass (Attachments #4& #5)I told the owner would relay the message to the tenants, which I didThe tenants said no to Sodding, but would rake, seed and water the area in questionThe owner stated she was getting estimates for installation of sod and would send me what she felt should be the tenant's portionI never received the estimate or invoiceOn August 18" the owner sent an email inquiring when we would be returning their cash reserves, which my staff responded to on the same day, that I would be closing out the file by the end of the month and would directly deposit their reserve funds to their NFCU account (Attachment #& #12)August 22"I sent the owner an email that on August 24"I would be finalizing the close out of the property and that on the 24" I would be depositing a check to their NFCU account for their reserves in the amount of $and the security deposit would be returned to the tenant, within days of their vacating the property (Attachment #13)On August 23" the owner replied to my email of August 22" saying, "Good morning, OK thank you." (Attachment #14)As you can see from the email the issue of any forth Coming bills was not addressed.The conversation of Compass Real Estate & Property Management threatening to Sue the owner never occurredThere is a mediation clause in the property agreement, so to threaten a lawsuit would be mute(Attachment #15).explained to the owner that I would withhold any amount she requested however if the tenants took her to small claims for reimbursement they (the owners) could be liable for up to times the amount of the security deposit if they lost the case per California Civil code Section *** (Attachment #16)To repeat; I did not receive and have not received as of this writing a bill for $or any other amount, to present to the tenants for withholding any security depositOne more interesting fact; the owners were twice in escrow and both sets of buyers cancelled escrowThe owner relayed to me that her agent stated the reason for cancellation was because of the backyardI find it curious that both sets of buyers would cancel for this reason when each party had viewed the entire property before making their offerI highly recommend that the owners read, in its entirety, the page home inspection report which the owners provided to Compass Real Estate & Property Management.As a professional broker I believe the timeline I have provided addresses the complaint of the owners, filed on August 25, 2017.Lastly, *** A*** have been selling homes and providing property management services for more than years in San Diego CountyThank you for your consideration in reading my rebuttal.*** A***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Compass Real Estate's response is crafted to state that they approached our business relationship in the most professional and active mannerAs stated in previous complaints with with the Revdex.com, which are strikingly similar to ours, they are anything but the very professionals they claimThe response is truly the most activity with Compass Real Estae that we have ever seen in five yearsIt is impressive that Compass has responded so quickly to the complaint and The Better Business Burea.It is true that our property has been through two escrows, however we provided the inspection report to Compass after the buyers backed out over the current damage that Compass was responsible for overseeingWe asked that they hold the tenants responsible for the damagesCompass argued with us on almost ever point
Regards,
*** ***

Rebuttal to complaint filed with Revdex.com on August 25, #***"We have endured their poor communication and lack of customer service because our renters stayed in the house".Compass Real Estate & Property Management provides an online professional accounting System portal through Appfolio
For the owner's Convenience, they have their own personal access to a portal which gives them 24/access to all statements, invoices and provides year end detailed reportsThese clients never disputed this method of communicationUpon the owners transfer to their new duty station they passed through San DiegoWe had set an appointment with them to view the property and had made arrangements with the tenantsHowever, the owners did not take advantage of the opportunity to visit their property and cancelled the appointment.All repairs were quickly brought to the attention of the owner via personal phone calls or emails for their input on their preferred method of payment for said repairsPer the Property Management Agreement, Section (D); all repairs under $or that are a health and safety issues are fixed without requiring the owner's authorizationThis is standard operating procedure for property managers and detailed in the property management agreement contract signed by the clients(See attachment #1.) Telephone log via Ring Central our office telephone System is available upon request.Compass Real Estate & Property Management showed this property times before placing the long term tenants who recently vacated the property (Attachment #& #3)Feedback from potential tenants was relayed to the ownersThe owners made a few improvements to the property to make it more marketable, but improvements to the backyard were not made(Attachment #& #5)."Compass never seemed to act in our best interest but seemed to side with our renters constantly".Regarding the above subject, I do not understand how the owners came to this ConclusionAs an example, when we were advised that the property was going on the market, we contacted the tenants and asked them to be open to allowing the property to be shown to potential buyers while they were still in residenceThe tenants ag*** to this request in order to expedite the sale for the owners, even though their lease was not due to expire until mid-August It should be noted that the tenants are the parents of a Severely handicapped young adult who is wheelchair bond, living in the household which made their agreement to allow the property to be shown even more cooperative."They provided inaccurate tax documents and did not inform us of charges to our reserve account'The reserve account which was a total of $was established to offset any additional landscaping, pest control or repairs not deducted prior to the owner's monthly distributionThe full reserves fund was returned to owner on August 24, our check#Franchise Tax Board funds held per the property management agreement will be distributed to the tax authority as scheduled in SeptemberTo reiterate, monthly statements were attached with all owner distributions, and when we switched to the Appfolio online system, the owner had 24/access to their statementsProfessionally prepared 1099's were sent out annually."They also did not do reoccurring walk throughs or actually go to the property".California civil code section explains the Landlord's Right to Enter & Tenant's Right to Privacy (Attachment # 6)However, if a repair was needed I was there to check on iti.ebroken sprinkler pipes, a water leak to the hosing system from the garage through the attic to the cocktail sink in the living roomSeveral trips to the property were made, examples 1) to check on kitchen cabinet hinges that were failing and find a possible solution2) When the dishwasher failed personally shopped for a new dishwasher and kept in communication with the owners regarding prices obtained (Attachment #- #9)The owner requested that we use her own repair person whenever possibleHowever, in the case of an emergency such as the above mentioned water leak | contacted a certified licensed plumber (Attachment #10)Each time I visit a property it is my routine to do a cursory look."They threatened to sue us because we wanted our renters to pay for the lawn they destroyedThe damage to the lawn totaled at least $1,but Compass refused to collect from our renters even though the sprinklers were functioning properly and installed but they failed to use them."I do not believe this to be a true statementMy routine when an owner, tenant or vendor calls the office, I would put them on speaker in the event there were any special instructions that may need further action by my staffApproximately, August 11, when spoke with the owner via telephone they wanted me to tell the tenants to upgrade the backyard with sod, which was originally weeds and crab grass (Attachments #4& #5)I told the owner would relay the message to the tenants, which I didThe tenants said no to Sodding, but would rake, seed and water the area in questionThe owner stated she was getting estimates for installation of sod and would send me what she felt should be the tenant's portionI never received the estimate or invoiceOn August 18" the owner sent an email inquiring when we would be returning their cash reserves, which my staff responded to on the same day, that I would be closing out the file by the end of the month and would directly deposit their reserve funds to their NFCU account (Attachment #& #12)August 22"I sent the owner an email that on August 24"I would be finalizing the close out of the property and that on the 24" I would be depositing a check to their NFCU account for their reserves in the amount of $and the security deposit would be returned to the tenant, within days of their vacating the property (Attachment #13)On August 23" the owner replied to my email of August 22" saying, "Good morning, OK thank you." (Attachment #14)As you can see from the email the issue of any forth Coming bills was not addressed.The conversation of Compass Real Estate & Property Management threatening to Sue the owner never occurredThere is a mediation clause in the property agreement, so to threaten a lawsuit would be mute(Attachment #15).explained to the owner that I would withhold any amount she requested however if the tenants took her to small claims for reimbursement they (the owners) could be liable for up to times the amount of the security deposit if they lost the case per California Civil code Section *** (Attachment #16)To repeat; I did not receive and have not received as of this writing a bill for $or any other amount, to present to the tenants for withholding any security depositOne more interesting fact; the owners were twice in escrow and both sets of buyers cancelled escrowThe owner relayed to me that her agent stated the reason for cancellation was because of the backyardI find it curious that both sets of buyers would cancel for this reason when each party had viewed the entire property before making their offerI highly recommend that the owners read, in its entirety, the page home inspection report which the owners provided to Compass Real Estate & Property Management.As a professional broker I believe the timeline I have provided addresses the complaint of the owners, filed on August 25, 2017.Lastly, *** A*** have been selling homes and providing property management services for more than years in San Diego CountyThank you for your consideration in reading my rebuttal.*** A***

September 6, 2017 Mr*** ***, Attached please find a copy of California Civil Code *** - Security Code Please forward to Mr*** Thank you,*** A***Compass Real Estate & Property Management***

September 6, 2017 Mr. [redacted], Attached please find a copy of California Civil Code [redacted] - Security Code.  Please forward to Mr. [redacted].   Thank you,[redacted] A. [redacted]Compass Real Estate & Property Management[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Compass Real Estate's response is crafted to state that they approached our business relationship in the most professional and active manner. As stated in previous complaints with with the Revdex.com, which are strikingly similar to ours, they are anything but the very professionals they claim. The response is truly the most activity with Compass Real Estae that we have ever seen in five years. It is impressive that Compass has responded so quickly to the complaint and The Better Business Burea.It is true that our property has been through two escrows, however we provided the inspection report to Compass after the buyers backed out over the current damage that Compass was responsible for overseeing. We asked that they hold the tenants responsible for the damages. Compass argued with us on almost ever point.
Regards,
[redacted]

Compass Real Estate and Property Management would like to respond to allegations made against us by the President of the Board of Directors for Heron Cove. Please note that this complaint was filed by the HOA President on July 1, 2015 which is the same date that they requested the transfer of...

documents without providing the proper forwarding contact information.   Below, we are responding to the pertinent issues in order:   1.       …at least 4 accounts, [redacted], Alarm, Pest Control, and Telephone are delinquent as much as 3 months. We took over management of the Heron Cove HOA in February 2015.  Any invoices that were late were due to untimely notification by the previous management company that the invoices had arrived and were in their possession. Some accounts required formal change over documentation to be provided and approved by the vendor.  Additionally some of the accounts were password protected with passwords which were not provided to us.  All accounts were current as of June 30, 2015.   2.       I as the President have contacted them for Cash Flow Reports and Delinquency Reports multiple times and have not received any response yet, they are still billing us monthly for their services. The February bank statement was provided at the March HOA meeting. New financials for the Heron Cove HOA were in the process of being set up by our MBA account and were presented at the May HOA meeting. Financial statements could not be provided per the Presidents time frame.  Our management services were billed for our servicing months of February, March, April, May and June, at which time we were notified that our resignation had been accepted and the HOA had contracted the services of another management company.   3.       We received their resignation in May and have accepted it effective 7/1/15 however they have not responded to requests to transfer the document and files. We submitted our resignation on May 20, 2015 to become effective June 30, 2015.  On May 23, 2015 we received an e-mail from the President informing us that we needed to give 60 day notice which would move our resignation date to July 30, 2015.  On June 30, 2015 at 1:23pm we received another e-mail from the President informing us that the HOA had retained another management company who would take over services effect July 1, 2015.  We were never provided complete contact information for the new management company, nor were we contacted by the new company as we requested. Subsequently we were contacted by the them  in July 6, 2015 and documents were personally delivered to their office by our Broker on July 7, 2015 and signed for by the Regional Manager.   4.       We would like a credit for the last 3 months of Management fees $350 x 3 + $1050.00. Continuing service was provided and duties preformed from February 2015 through June 30, 2015.   5.       ….the cost of business checks Compass ordered without approval $136.52. Laser checks were ordered so that payments for invoices could be processed.  We will prorate the year supply check purchase cost and reimburse the HOA for $68.25.     6.       …was paying the landscaping company twice a month under different names. At this point we were still receiving forwarded mail from the previous management company. Due to a change in software programs by the landscaping company, both previous management company and Compass were being billed on the same account.  When we received the double billing we contacted the landscaping company and after they researched the accounts the landscaping company found their mistake and sent a letter of apology explaining the reason for the error. This letter was sent to us on June 5, 2015 and forwarded to the President of the HOA on the same day.