Continental Management

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
As a professional property manager, it was expectation that Continental Management would have recognized a selective enforcement situation and directed the *** board against any enforcement actionThe failure of Continental Managements to do this along with the failure to provide a viable alternative solution resulted in the board’s decision for the enforcement actionThis makes Continental Management just as responsible if not more so than the board
Regards,
*** ***

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
Annah V*** states that the roof was patched, but I received a email from the the President of the *** *** **, that states the following:From: *** *** ***Date: April 28, at 10:37:AM EDTTo: *** *** ***Cc: *** *** ***Subject: *** **Hey AnnahI had *** *** to check their invoices and no work was ever done over unit 12.So, the owner was right, and now I understand why she was so upset You need to get a work order in to have the leak checked out.When you do, the owner should be contacted so that she can meet the roofers there to let them inside the unit so they will know exactly where the leak is occurring.Thanks***
Regards,
*** ***

CONTINENTAL June 2015 Revdex.com Euclid Avenue, 4th Floor Cleveland, Ohio 44115 RE: Complaint ID: *** *** *** ** *** *** Ladies & Gentlemen:I am in receipt of a Revdex.com complaint relative to the *** *** **
Condominium AssociationI will address the concerns in that complaint. Please be advised, the date of loss was December 27, personally was on pager duty when an owner from the Association next door called to say that there was water leaking from unit *** at the *** *** Condominium AssociationI called the unit owner *** *** and left a message that they needed to get to the unit and shut off their water; there was no answer but I did reach their answering machine and left a messageI also attempted to call back to see if they needed help, but the mailbox was full and I could not leave another message. The Condominium Association and the management company do not have keys to any units; therefore, we could not enter the unit*** * *** *** provided copies of the *** *** letter and the *** Restoration documentation*** ***'s insurance company is stating that the Association must pay for the damage to the unitHowever, in reviewing these documents; it was noted on their paperwork, the cause of the damage was a toilet supply line in the upstairs bathroom that broke; and not the pipes freezing in the wallThe interior of the unit is the responsibility of the owner, not the AssociationThe Condominium Association handles the common elementsTherefore, since the ***'s paperwork clearly reflects that the issue was inside the unit, the Board did not file a claim against the Master Policy, as is their rightIn addition, the Association's agent was contacted and the matter discussedThe agent for the Association informed me, as the manager, there would be no coverageThe agent was asked to send a letter stating that factIf the pipes inside the unit had indeed froze and burst, this would still be the unit owner's responsibility, since the owner is responsible to maintain the temperature in the unit, not the Association. The roof on this particular building is in need of complete replacement The area over the ***'s unit was patched and there are currently no leaks The owners of the Association own the roof in common and all areas that could be patched have been, including the area of unit *** The Board is currently trying to obtain financing for the new roof If and when that occurs, the owners will be informed. Sincerely, Continental Management CompanyAnnah V*** ~ CMCA AMS

19 June 2015Revdex.com2800 Euclid Avenue, 4th FloorCleveland, Ohio 44115 RE: Complaint ID:  [redacted] Condominium Association [redacted]Ladies & Gentlemen: I am in receipt of a Revdex.com complaint relative to the [redacted]...

Condominium Association.  I will address the concerns in that complaint. Please be advised, [redacted], is the renter of a unit in the complex; the owner is [redacted] who resides out of state.  [redacted] has been an owner in the [redacted] complex prior to the Rental Amendment to the Declaration of Condominium Ownership which passed and was recorded with the [redacted] County Recorders’ Office on August 31, 1989; thus it changed the Association from a rental to a non-rental property.  As a “grand-fathered” owner, [redacted], as long as he owns the unit is permitted to rent.  In addition, [redacted]  is well aware the governing documents for the [redacted] Condominium Association dictate that all owners who have a unit that is rented, must provide the renter’s names, phone numbers, number of occupants in the unit, along with a copy of the lease between those two parties.  It is up to the owner to provide any updated information to the Association if there is a change in renter.  Continental Management Company took over management of this Association January 1, 2014 and at that time, the information in the file for this unit [redacted] contained the owner information and a copy of a lease from a different tenant.  The Association Board of Directors and the Association’s attorneys, [redacted] have spent countless hours researching the owners in the complex that have been renting their units out illegally; those that are selling their units under land contract and securing information on residents that are family members of a unit owner.  As far as the Board is concerned, with no information on [redacted] and her family members residing in this unit, it is being rented illegally, according to the documents.[redacted] states that she has called our company numerous times and gotten an answering machine.  We have an overnight machine for messages, but that is not used during the day.  Our phones are on generally from 9:00 am to 5:00 pm with the exception of the lunch hour 12:00-1:00 pm.  All messages are taken (written) down and passed along to the Associate managers or Property Managers.  [redacted]’s recent call was handled by an Associate manager, as I was out of the office during the day on property, including [redacted] this past week, when she attempted to gain access to the pool.  Had the proper tenant information been provided to the Association and the management company, this unit would have gotten a copy of the Pool Rules, Newsletter, Pool Pass Form, the Landscaping No Touch Agreement and the Tennis Court Key request, which is sent out every year, since the inception of the Association, approximately 32 years.  Each and every year, those owners who wish to use the pool must purchase a pass, no exceptions.  This is an Association Policy, not something dreamt up by the management company. The use of the playground is not limited as the access to this open to anyone.  The pool, tennis court and Rec Center must have a pass, a key or in the case of the Rec Center usage, a contract, payment and deposit are required.  Again, this is the Association’s Policy, according to the governing documents. If [redacted] would like to complete the Information sheet and provide a signed copy of her lease (rental amount is not required and could be blacked out, since that is her business and the owner’s) she would have to pay for the pool pass ($5.00) as everyone else utilizing the pool has done, she could receive the pool pass.   As a renter in the complex, [redacted] is not privy to a copy of the budget or the budget letter each year, since those items go to the legal title holder of the unit (owners).  Therefore, she would not know that the Association spent a great deal of money replacing concrete over the past three years (new roads, driveways, sidewalks) and the Board chose not to use rock salt daily on the new concrete, as is it corrosive.  In addition, the amount of ice and snow last winter was record breaking in Northeast Ohio.  The Association did use an ice melt product on the cement.  The snow removal contract is set for the plowers to come out when there is 2 inches of accumulated snow on the ground.  The crews were out day and night plowing the snow and moving the mounds of snow that fell. [redacted] calls to attention the fact that her stove went out and she did not have use of that stove for several weeks.  The repair or replacement of the stove and any contents of a condominium unit is the responsibility of the unit owner, not the Association, or the management company.  Again, Association Policy. [redacted] is requesting reimbursement of fees.  Neither the management company nor the Board has the authority to reimburse association monthly assessments to anyone.  The governing documents dictate that the owners are obligated when they purchase to pay the monthly maintenance assessments.   I personally have no knowledge that [redacted] pays the monthly assessment, as that is a matter between herself and the owner of the unit, [redacted].  As a matter of interest, the pool did open Memorial Weekend and as the manager I spend between 2-4 hours each Thursday at the Rec Center to host the owners’ concerns.  The monthly schedule is posted on the [redacted] bulletin board that is located at the front entrance of the complex.  [redacted] is under the misguided apprehension that the manager and the management company are withholding a pool pass from her.  When in fact, the Board of Directors and the governing documents are in fact dictating the policies of the Association. I will be on site Thursday – June 25, 2015 as indicated on the bulletin board. [redacted] is welcome to come to the Rec Center, complete the tenant information sheet and provide me a copy of her lease, pay $5.00 and she will receive the pool pass that will allow her and two (2) guests entrance to the pool. Sincerely, Continental Management Company Annah V[redacted] – CMCA•AMS – Manager/Agent For and on behalf of the Board of Directors for [redacted] Condominium Association, Inc.

September 19, 2016   Revdex.com 2800 Euclid Ave. , 4th Fl. Cleveland OH 44115-2408 Complaint [redacted] Linda K. [redacted]   To whom it may concern:   Continental Management has received the complaint regarding Ms. [redacted]’s roof. In her complaint Ms. [redacted] states that she has two complaints. [redacted], she states that in 2014 she and her husband were assessed) to repair the roof of the complete condominium building and then we did not repair the roof. She states the she was in the process of remodeling her unit after the pipes burst during the winter of 2013-14, but they had to stop because the roof was leaking. She states that the roofs of other units were replaced, but did their roof was not replaced. Her second complaint is that she has sent certified letters to Continental Management asking that the association insurance company pay for their remodel since the pipes burst within the walls of our condominium. She states that Continental has never sent that request to State Farm Insurance (the association's insurance company), so that they could send her insurance company a letter of denial or acceptance!   Ms. [redacted] lives in a condominium community called [redacted] #4. The residents of that community have elected a board of directors who are volunteers that are responsible for overseeing the maintenance and financial oversight of that community. The board of directors hired our company, Continental Management, to assist with this task. Continental Management is a property management firm. Continental Management works solely at the direction of the [redacted] #4 board of directors. Continental Management does not have any decision making authority with regard to [redacted] #4. We consult with the board and provide direction and guidance. Ultimately, all decisions made are made by the board of directors. The decision to hire contractors to complete the roof work would be made solely by that board of directors, not Continental Management. Furthermore, Continental Management does not have the authority to assess any owner for anything. All assessments, be they regular monthly assessments, or special assessment to pay for large projects like roof repairs are ALL made by the board of the directors of the association. All decisions are directed by the board, and then effectuated by Continental. Ms. [redacted] correctly states that her unit was assessed for roof repairs. She is also correct that her roof was not among those that were fixed. The association assessed all owners for the roof repairs but MANY of the owners did not pay the assessment. As a result, the association ran out of money to complete the project. That is still the case today. A contractor was sent to this property to do a temporary repair meant to stop the leaks. The work was not done by [redacted] as stated in Ms. [redacted]’s rebuttal. The work was completed by West Side Roofing, another roofing contractor. Continental Management, The [redacted] #4 Association Board of Directors and the contractor are all aware that the roof needs to be replaced. If and when the association has the money to complete the repairs, this roof replacement will be completed. With regard to the owner’s complaint about the insurance policy, the owner’s claim was sent to the insurance company for the association and the owner did receive a decision that the association’s insurance will not cover the damage. A determination was made that the reason for the burst pipes was that the unit owner turned off the heat when the temperature outside was below freezing thus causing the pipes to burst. Therefore the owner is responsible for the damage that resulted from the bursting of those pipes. As this complaint was filed improperly against Continental Management for an issue that is not within our jurisdiction to approve or deny, Continental Management would like to request that this Revdex.com complaint be closed and marked as resolved.       Sincerely, continental management company

The complainant lives in a condominium community called [redacted].  The residents of that community have elected a board of directors who are volunteers that are responsible for overseeing the maintenance and financial oversight of that community.  The board of directors hired...

our company, Continental Management, to assist with this task. Continental Management is a property management firm.  Continental Management works solely at the direction of the board of directors.  Continental Management does not have any decision making authority with regard to decisions made at [redacted].    We consult with the board and provide direction and guidance.  Ultimately, all decisions made are made by the board of directors.  Jim B[redacted] is the onsite property manager, who is an employee of Continental Management.  As an employee he does not have any decision making authority for the association.  He too works at the direction of the board of directors.  He has not engaged in "retaliatory" behavior in the past and will not participate in such behavior in the future.   All actions taken with regard to this association have been taken at the direction of the board of directors, not Continental Management nor any employee of Continental Management.  With regard to the issue with [redacted], [redacted] is the insurance company for the complainant.  Neither the association nor Continental Management is a party to that claim.  The complainant chose to submit a claim to their insurance company and they are responsible for communicating with that company.  If the insured's insurance company requests additional information that the insured cannot provide they could submit a written request to the board of directors.  However, at this point, the issue in question has been turned over to the attorney for the complainant and the attorney for the association, [redacted].  Any further action with regard to this matter will be handled by the attorneys of the parties involved and those parties are [redacted] Condominium and the complainant.

Lisa A[redacted]Jul 11 (6 days ago)tome,ScottGood afternoon Ms. [redacted], We have provided them with pictures of their vehicle up against the air conditioner but they insist that photos without video are not proof.  They know we don’t have video.    There is nothing more we can provide.  We have given them everything we have.  No other air conditioners have been damaged in any other parking spaces.  They double park the car and thus, pushed the air conditioner off of its base and caused it to be damaged.  A few years ago, the air conditioner in their parking space was replaced because of similar damage and the association paid for the repair.  At the time, like now, It was the only unit damaged and the only unit already replaced since the initial installation.  Despite the lack of video evidence, the board felt they have overwhelming circumstantial evidence to hold these folks responsible for the damage.  But again, this Revdex.com complaint is misplaced.  This is NOT a Continental Management decision.  We are just the go-between.  We help the board of directors for the association communicate with the owners and we help them enforce their decisions.    As I [redacted]d in the rebuttal I previously provided, this issue has now been turned over to the attorneys for the complaintant and the association.  (NOTE Continental’s attorney is not involved because we are not a party to the complaint.)  The issue will be resolved by the attorneys moving forward.   Lisa J. A[redacted]Accounting ManagerContinental Management216-664-1919216-664-1980 (fax)LA[redacted]@Continentalmgmt.com

September 19, 2016Revdex.com2800 Euclid Ave. , 4th Fl.Cleveland OH 44115-2408Complaint ID: [redacted]To whom it may concern:Continental Management has received the complaint from Ms. [redacted] stating that the address where her payments were to be sent changed in January 2015 and she...

was not notified.  She states that as a result she was charged late fees and legal fees.  Ms. [redacted] is correct in stating that the address where her payment was to be sent did change in January 2015.  However, she was notified.  Additionally, the reason she was assessed legal fees and late fees actually began before the address changed.  Ms. [redacted]’s account first became delinquent in May 2014, eight months before the change of address occurred.  In April 2014 her payment due on April 10th was received on April 28th.  She received a $10 late fee that month.  No payment was received in May 2014.  Beginning in May 2014 she received a monthly reminder notice informing her that her account was past due.    Ms. [redacted] did make her monthly payments each month for the remainder of 2014, but with the late fees added each month due to the missed payment in May, her balance at the end of 2014 was $369.18.  Each year, in preparation for the new calendar year, the condominiums owners of [redacted] D, the association where Ms. [redacted] lives, received a packet of information regarding the budget for the following year.   In that package, the owners receive a letter telling them what their monthly payment will be for the following year.  The owners also receive a copy of the condominium’s annual budget and a new coupon booklet.  The coupon booklet contains the following information:  The unit owner’s name, address, payment amount, due date, payment amount including late fee if paid late and the address where the payments are to be sent.  Ms. [redacted] makes her payments to the association via online bill pay.  As a result, her bank mails the payment to the association and she chooses not to utilize the coupons mailed to her.   Therefore, she may not have noted the new address on the coupon.  In addition to providing her with the new address on the coupon, there was an insert included with the coupon booklet specifically informing owners to take note of the new address. Ms. [redacted] also received a reminder notice each month.  The bottom of that reminder notice asks the owner to remit payment and states “please refer to your Association Coupon Book for mailing instructions.”We did receive a payment from Ms. [redacted] in January 2015.  That payment, which was mailed to the old address, was received late because it had to be forwarded.   Because Ms. [redacted] was mailing payments to the old location, if she mailed a payment in February or March 2015 it would have been returned to her bank as undeliverable.  Her bank SHOULD HAVE notified her that they payments were returned as undeliverable therefore making her aware that she was sending payments to the wrong address. In addition to the monthly reminder notices sent by Continental, the owner received a collection letter from the Association’s attorney on January 30th 2015.  That letter instructed Ms. [redacted] to send her payment directly to Continental Management and provided her specifically with the mailing address to our office.  The mailing address provided on the coupons is to a lockbox hired by the bank of the association to process payments from the owners.  This letter provided the local address to Continental Management where payment could also have been remitted.   So at the point she received the letter, she had been provided two correct mailing addresses where payment could have been sent.   Despite this collection letter and another letter from the association’s attorney dated February 28, 2015, Ms. [redacted] did not remit another payment until April 8, 2015.  By that point, her account had been assessed numerous late fee as well as attorney fees from the association’s attorney related to the collection attempts.   Ms. [redacted] has made periodic payments to the association since that time missing additional payments in November 2015, April 2016 and October and November 2016.  Many of the payments received during that time were late.  The current balance on Ms. [redacted]’s account is $1641.73.  Ms. [redacted] mentions in her complaint that she was told by Continental Management to write a letter to the board of director of [redacted] D and the fees would be reimbursed.  Continental Management cannot make such a promise.  Continental Management is a management company hired by the board of directors at [redacted], the association where Ms. [redacted] lives.  The reason she was told to write a letter to the board of directors asking them to remove the fees is specifically because Continental Management does not have the authority to do so.  Fees can be removed and legal fees waived solely at the discretion of the board of directors.  If she wrote a letter to the board of director and did not receive a response, then a follow up with that board would have been appropriate at the time the letter was written and no response was received.  Continental Management is does not have the authority to remove the fees on Ms. [redacted]’s account.   We did notify her of the change of address for her payments in 2015.  Therefore, we respectfully ask that this issue be marked as resolved and closed.  Sincerely,continental management companyScott Sauter Chief Operating OfficerCc: File

Continental Management does advise the board.  However, the ultimate decision lies with the board and not Continental Management.  Continental has no ability to change the decision or overrule the decision.  Therefore, this complaint is misplaced.

Continental Management, as stated in the complaint, is the management company for [redacted].  As the management company, Continental is hired to effectuate decisions made by the board of directors of Condominium Association.  The board of directors is a...

volunteer board made up of owners who live at [redacted].  They are elected to their positions by the other owners and they are responsible for all decisions made with regard to the association.  Continental Management cannot and did not make ANY decision with regard to enforcement actions levied against the owner who filed this complaint.  All decisions were made by the board of directors.  Continental Management is responsible for effectuating the decisions made by the board of directors.  However, with that said, the board of directors did require all owners to follow the satellite dish guidelines and all owners are currently in compliance.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Yes, the [redacted] board of directors makes the decision however their decisions are made based on the advice and guidance provided by Continental Management.  Contrary to Continental Management’s response, there are still several units not compliant with the satellite rule without any enforcement action taken.
 
Regards,
[redacted]