Harper, Ian, CPA

I am rejecting this response because: When my mother called at 11:pm she said a tree fell on her roof not a "limb"When my mother called my brother she said a tree fell! Why would my brother come over to her place if a limb fell? How Would Twin Oaks know it was safe if nobody came out until 6:the next dayIf a handy man was on site why didn't he come over to check it out if he was already there? Also another tree that fell next to the apartment last year and it is still laying where it fellThank you

Initial Business Response /* (1000, 17, 2016/03/08) */
(Revdex.com received email from business.)
Deborah L***
5:PM (hours ago)
Tuesday January 19, *** contacted our office that she did not have waterWe dispatched our handyman Jon and he immediately drove to
***, her homeShe was not at home, and texted Jon that her boyfriend was thereShe instructed Jon to knock really loud for him to answer doorHe did not answer after repeated knocking
Jon had winterized the front unit in July and he went to inspect the front unit, based on the cold weather
***sits tandem to *** it was discovered at this time, that the water line for Charles is metered in the basement of ***and passes through the basement and out leading to Charles dwellingBecause ***was winterized, there was no heat on in the buildingThe meter for *** froze and cracked
When a meter is frozen and cracked it is not as simple as placing heaters in the building to melt the ice
January 20, we had dominion responded to an emergency call to turn on gas
January 21, met with dominion to have gas turned on at ***It was determined that the furnace would not stay lit and we needed to call in a licensed heating and cooling company to repair and service the furnace
January 21, Wayne Bond, Bond heating repaired furnace
January 22, we met the water company at the *** and replace the frozen meter
Once the meter was replaced, we had difficulty contacting the tenant to have access to her unitWe needed to inspect for cracked lines before letting water run freely
I acknowledge speaking firmly with our ***, it was extremely frustrating to have our office staff and vendors working to problem solve the serious issue at ***and then to not have cooperation/access to *** I asked if she would be present, I asked twice and we called to verify that she would be presentShe was not present to let vendors in her houseAfter texting she explained she is in school and was depending on a boyfriend to let us in
I spoke with *** on the phone and I did abruptly end the conversationHer demands for bottled water or hotel rooms was not my priority, while we had an emergency and we were denied access to solveFurthermore, discussing the issues with our vendors, staff and then myself was unnecessarily occupant the attention of our entire staff and taking from the necessary time we needed to resolve the issue
After heated discussions with ***, I did apologize to her for my rude behaviorThe water lines were thawed and her water was restored
It was unfortunate that the process took as long as it did to rectifyMinimizing damage to the buildings was our number one priority and I could have done a better job at detailing out the process and concerns we had for broken water lines and working between the buildings
Deborah L***, Broker Twin Oaks Realty Property Management ***, OH ***

Upon receiving the emergency call at 11pm; the tenant informed me that a limb fell on her roof. It was ascertained during that interview of the tenant, that she was safe. The tree had not punctured the roof and there was not any immediate danger. Upon arriving at the office on May 2, 2017, I...

personally, contacted the insurance company as well as Barberton Tree Service. Barberton, was behind in work load and assisted us in reaching out to local venders to find a reputable company to help us as quickly as possible. We did have a “handyman” on site to complete work in another unit and we did ask him to take photos for our insurance company while he was there. The “limb” was a very large tree that was more than a single person could remove and required a professional tree service to remove.   We did explain to Helen, our tenant, that we do not employ any contractors and that we are working to get them out as soon as possible to her unit.  She did have her daughter contact us as well as her neighbor, Ann and I believe that we attempted to give them an overview of how our services work.  Both Helen and Ann have lived in our development and understand that we hire outside venders to handle these situations; so it was surprising to our staff that she was confused.  We are very lucky to have the good relationship with Barberton Tree Service that we could work with them to resolve our challenges as quickly as possible. McKenzie Tree Service cut and removed the tree on May 3, 2017.   Safety is always our first concern for our tenants; we regret not updating Helen and her family of all the activities that we were taking place throughout the day to assure that she was safe and the structure was safe.

I am rejecting this response because:
When my mother called at 11:00 pm she said a tree fell on her roof not a "limb". When my mother called my brother she said a tree fell! Why would my brother come over to her place if a limb fell? How Would Twin Oaks know it was safe if nobody came out until 6:00 the next day. If a handy man was on site why didn't he come over to check it out if he was already there?  Also another tree that fell next to the apartment last year and it is still laying where it fell. Thank you.