As evidenced by the attachments, the maintenance request was taken very seriously It was addressed by not one but two of my maintenance employees The first one could not find any issue with the shower water pressure The second maintenance tech called in did additional testing and made adjustments along with replacing the entire shower head These maintenance visits were done on Decand 4th We have a protocol for service/maintenance orders One of the issues is a service order typically is not given to a tenant until the work has been done And, without an official written work order, we do not enter a unit Mr [redacted] did not follow procedure by filling out a work order until Dec3rd We addressed it immediately As for the relationship between the Mr [redacted] and the Site Manager, that is a personal issue between them The site manager is fairly new and to the best of my knowledge we have had no other complaints I might add that the “threats” mentioned by Mr [redacted] were made via personal cell phone text messages I do not have access to personal cell phones In summary, I find the accusations made by Mr [redacted] unfounded Englewood Lofts maintenance department acted within a reasonable amount of time to Mr [redacted] request Mary C [redacted] Chief Operating Officer Village Management Company The Englewood Group [redacted] (Direct Line) [redacted] (Direct Fax)
Initial Business Response / [redacted] (1000, 13, 2017/01/25) */ As the customer stated, we were hired to do her pier by her friend/neighbor so we were never told that the customer wanted her pier only put in, but not taken outIn this area, it is assumed by all pier companies that whoever puts the pier in takes it out and puts it in again the next year until they are told not toIt is also the case that the same pier company takes care of all piers, boatlifts, rafts, etcfor each customer, so if the customer adds to their pier, it is assumed that their current company takes care of everything unless told not to by the customerYard mowing and irrigation are other businesses that run on the same assumptionsYou continue to service the customer as needed unless you are told not to come any moreAs the particular customer stated, she is new to the lake and never even spoke with us herself.After we properly removed her pier and lift, she called and complained that we were unauthorized and didn't want to pay her billWe felt that she should pay for the work that we did as neither she nor anyone else had to do itWe felt she should pay and we would be happy to remove her from the list and return any parts we were storing for herShe refused and all items were returned to her and she has not paid her bill
Initial Business Response /* (1000, 13, 2017/01/25) */
As the customer stated, we were hired to do her pier by her friend/neighbor so we were never told that the customer wanted her pier only put in, but not taken out. In this area, it is assumed by all pier companies that whoever puts the pier in...
takes it out and puts it in again the next year until they are told not to. It is also the case that the same pier company takes care of all piers, boatlifts, rafts, etc. for each customer, so if the customer adds to their pier, it is assumed that their current company takes care of everything unless told not to by the customer. Yard mowing and irrigation are other businesses that run on the same assumptions. You continue to service the customer as needed unless you are told not to come any more. As the particular customer stated, she is new to the lake and never even spoke with us herself.After we properly removed her pier and lift, she called and complained that we were unauthorized and didn't want to pay her bill. We felt that she should pay for the work that we did as neither she nor anyone else had to do it. We felt she should pay and we would be happy to remove her from the list and return any parts we were storing for her. She refused and all items were returned to her and she has not paid her bill.
As evidenced by the attachments, the maintenance request was taken very seriously. It was addressed by not one but two of my maintenance employees. The first one could not find any issue with the shower water pressure. The second maintenance tech called in did additional testing...
and made adjustments along with replacing the entire shower head. These maintenance visits were done on Dec. 3 and 4th. We have a protocol for service/maintenance orders. One of the issues is a service order typically is not given to a tenant until the work has been done. And, without an official written work order, we do not enter a unit. Mr. [redacted] did not follow procedure by filling out a work order until Dec. 3rd. We addressed it immediately. As for the relationship between the Mr. [redacted] and the Site Manager, that is a personal issue between them. The site manager is fairly new and to the best of my knowledge we have had no other complaints. I might add that the “threats” mentioned by Mr. [redacted] were made via personal cell phone text messages. I do not have access to personal cell phones. In summary, I find the accusations made by Mr. [redacted] unfounded. Englewood Lofts maintenance department acted within a reasonable amount of time to Mr. [redacted] request. Mary C[redacted] Chief Operating Officer Village Management Company The Englewood Group [redacted] (Direct Line) [redacted] (Direct Fax)
As evidenced by the attachments, the maintenance request was taken very seriously It was addressed by not one but two of my maintenance employees The first one could not find any issue with the shower water pressure The second maintenance tech called in did additional testing and made adjustments along with replacing the entire shower head These maintenance visits were done on Decand 4th We have a protocol for service/maintenance orders One of the issues is a service order typically is not given to a tenant until the work has been done And, without an official written work order, we do not enter a unit Mr [redacted] did not follow procedure by filling out a work order until Dec3rd We addressed it immediately As for the relationship between the Mr [redacted] and the Site Manager, that is a personal issue between them The site manager is fairly new and to the best of my knowledge we have had no other complaints I might add that the “threats” mentioned by Mr [redacted] were made via personal cell phone text messages I do not have access to personal cell phones In summary, I find the accusations made by Mr [redacted] unfounded Englewood Lofts maintenance department acted within a reasonable amount of time to Mr [redacted] request Mary C [redacted] Chief Operating Officer Village Management Company The Englewood Group [redacted] (Direct Line) [redacted] (Direct Fax)
Initial Business Response / [redacted] (1000, 13, 2017/01/25) */ As the customer stated, we were hired to do her pier by her friend/neighbor so we were never told that the customer wanted her pier only put in, but not taken outIn this area, it is assumed by all pier companies that whoever puts the pier in takes it out and puts it in again the next year until they are told not toIt is also the case that the same pier company takes care of all piers, boatlifts, rafts, etcfor each customer, so if the customer adds to their pier, it is assumed that their current company takes care of everything unless told not to by the customerYard mowing and irrigation are other businesses that run on the same assumptionsYou continue to service the customer as needed unless you are told not to come any moreAs the particular customer stated, she is new to the lake and never even spoke with us herself.After we properly removed her pier and lift, she called and complained that we were unauthorized and didn't want to pay her billWe felt that she should pay for the work that we did as neither she nor anyone else had to do itWe felt she should pay and we would be happy to remove her from the list and return any parts we were storing for herShe refused and all items were returned to her and she has not paid her bill
Initial Business Response /* (1000, 13, 2017/01/25) */
As the customer stated, we were hired to do her pier by her friend/neighbor so we were never told that the customer wanted her pier only put in, but not taken out. In this area, it is assumed by all pier companies that whoever puts the pier in...
takes it out and puts it in again the next year until they are told not to. It is also the case that the same pier company takes care of all piers, boatlifts, rafts, etc. for each customer, so if the customer adds to their pier, it is assumed that their current company takes care of everything unless told not to by the customer. Yard mowing and irrigation are other businesses that run on the same assumptions. You continue to service the customer as needed unless you are told not to come any more. As the particular customer stated, she is new to the lake and never even spoke with us herself.After we properly removed her pier and lift, she called and complained that we were unauthorized and didn't want to pay her bill. We felt that she should pay for the work that we did as neither she nor anyone else had to do it. We felt she should pay and we would be happy to remove her from the list and return any parts we were storing for her. She refused and all items were returned to her and she has not paid her bill.
As evidenced by the attachments, the maintenance request was taken very seriously. It was addressed by not one but two of my maintenance employees. The first one could not find any issue with the shower water pressure. The second maintenance tech called in did additional testing...
and made adjustments along with replacing the entire shower head. These maintenance visits were done on Dec. 3 and 4th. We have a protocol for service/maintenance orders. One of the issues is a service order typically is not given to a tenant until the work has been done. And, without an official written work order, we do not enter a unit. Mr. [redacted] did not follow procedure by filling out a work order until Dec. 3rd. We addressed it immediately. As for the relationship between the Mr. [redacted] and the Site Manager, that is a personal issue between them. The site manager is fairly new and to the best of my knowledge we have had no other complaints. I might add that the “threats” mentioned by Mr. [redacted] were made via personal cell phone text messages. I do not have access to personal cell phones. In summary, I find the accusations made by Mr. [redacted] unfounded. Englewood Lofts maintenance department acted within a reasonable amount of time to Mr. [redacted] request. Mary C[redacted] Chief Operating Officer Village Management Company The Englewood Group [redacted] (Direct Line) [redacted] (Direct Fax)