JMS Property Management Inc

Good Afternoon,
 
We take customer service very seriously and pride ourselves in going above and beyond.  Unfortunately in our line of business, we come across clients that do not understand where that line lies.  
Keys were hand delivered to all units at this...

property forty-five days prior.  Anyone who was not home, had their keys slid underneath the doors to their unit.  The threshold has a large gap and each unit successfully received a set of keys, including this client.  This client requested his keys be mailed after the fact.  We waived the $50 per key fee and sent him a second set of keys as a courtesy.  We do not like sending keys in the mail though because of this exact reason, they get lost or stolen, then we are back to having a security issue.  This client was informed of this and since he would be in town to please come by our office to sign for a new set of keys if he needed them OR he could ring Management at the intercom to the building and we would buzz him in so he could access the building and retrieve the keys from his unit.  Please note, our office is less than five minutes from the buildings location.  The client was very rude to us and said he would not do either, that we work for him and to [redacted] another set of keys.  He was advised that the HOA cannot [redacted] keys due to budget constraints and if he would like to pay the cost for [redacted] via his HOA account we would accommodate his request.  Instead he was very belligerent in turn and asked us, us, how to file a complaint to get us fired.  Of course we advised that we would be unable to help him with that request and advised that any further concerns or complaints regarding the matter need to be remitted in writing for the Board of Directors to review and respond to at their next HOA meeting.Thank you in advance for your concern in turn and responding to this matter on our behalf in a fair and factual manner. This is a newer Association that we've contracted with. And in assuming Management of this community, they have been one of the more difficult clients and we realize there are a good number of residents who need to be educated on condominium ownership.  It is unfortunate that a client would be unreasonable and in turn use my Revdex.com accreditation in my email as an attempt to penalize and tarnish our reputation.  Very disheartening.
Sincerely,
 
[redacted], CMCA

Good Afternoon, We take customer service very seriously and pride ourselves in going above and beyond.  Unfortunately in our line of business, we come across clients that do not understand where that line lies.  Keys were hand delivered to all units at this property forty-five days...

prior.  Anyone who was not home, had their keys slid underneath the doors to their unit.  The threshold has a large gap and each unit successfully received a set of keys, including this client.  This client requested his keys be mailed after the fact.  We waived the $50 per key fee and sent him a second set of keys as a courtesy.  We do not like sending keys in the mail though because of this exact reason, they get lost or stolen, then we are back to having a security issue.  This client was informed of this and since he would be in town to please come by our office to sign for a new set of keys if he needed them OR he could ring Management at the intercom to the building and we would buzz him in so he could access the building and retrieve the keys from his unit.  Please note, our office is less than five minutes from the buildings location.  The client was very rude to us and said he would not do either, that we work for him and to [redacted] another set of keys.  He was advised that the HOA cannot [redacted] keys due to budget constraints and if he would like to pay the cost for [redacted] via his HOA account we would accommodate his request.  Instead he was very belligerent in turn and asked us, us, how to file a complaint to get us fired.  Of course we advised that we would be unable to help him with that request and advised that any further concerns or complaints regarding the matter need to be remitted in writing for the Board of Directors to review and respond to at their next HOA meeting.Thank you in advance for your concern in turn and responding to this matter on our behalf in a fair and factual manner. This is a newer Association that we've contracted with. And in assuming Management of this community, they have been one of the more difficult clients and we realize there are a good number of residents who need to be educated on condominium ownership.  It is unfortunate that a client would be unreasonable and in turn use my Revdex.com accreditation in my email as an attempt to penalize and tarnish our reputation.  Very disheartening.Sincerely, [redacted], CMCA