Page Publishing LLC

Lehigh Station was not managed by PSI until April 1, so there is no way for us to be able to enter a work order into our system for a property that we do not manage yetThis accident to the ejector pipe by his home allegedly occurred during the winter and should have been reported to the current management company at the time (Baum Property Management) for them to resolve on behalf of this owner The homeowner did in fact email [redacted] (manager) and the Board President in May regarding this matter where he was told this would be handledWhen the homeowner notified PSI on October 10th that this was not resolved we explained that there was not enough information for us to make a promise of a November 8, repair for damages that occurred in the winter previously with another management company until we had time to investigateUpon review with the Board President on 10/16/it was determined that the repair should be done and was completed on 10/17/Tell us why here

Initial Business Response / [redacted] (1000, 8, 2015/08/04) */ Contact Name and Title: Cathy ***, CEO & Preside Contact Phone: [redacted] Contact Email: c***@psimanagement.net Accounts Receivable has not received any calls from this HomeOwnerProperty Managers have explained several times over the phone to HomeOwnerPayment Plan was drafted by Association Attorney who was present for the Hearing with the HO and Board of Directors 4-13-Even before the Hearing and $deductible was added to HO account they were delinquent with their monthly assessmentsThey receive a monthly statement because they have an open balance on their accountThey have not been charged a Late Fee for the posting of the $payment, it was for a monthly assessment being lateThe Board also had a Cease & Desist Letter from Association Attorney sent to HO regarding Facebook Postings that were Both and ActionableWe can supply documentation from Board of Directors and Association AttorneyLastly, Statements are dated "Due" the day they are mailed, as monthly assessment payment is already Past Due

Complaint: [redacted] I am rejecting this response because: I continue to be absolutely shocked at the poor responses of this company The personnel all should go through a detailed customer service program The firm continues to blame the prior property manager which is unacceptable The facts are i) I requested the repairs in writing on March 30, I also spoke to [redacted] shortly thereafter in April to confirm receipt and discuss the repairs ii) I followed up on May 7, via email and the Board President also provided pictures iii) around June I spoke to [redacted] again and nothing happened iv) In October I filed a formal complaint and found out [redacted] left The new contact started giving me the run around, blamed the prior property manager and said I would need to research emails from last year to the old property manager before they would do anything which is crazy A proper response would have been something like "We really screwed up I am really sorry We will get it fixed before November as you requested" Based upon conversations with the property manager subsequent to my original Revdex.com complaint I learned i) my multiple requests were never entered into their work order tracking system ii) their turn around time for a repair like this is approximately business days This request took approximately months and was only taken seriously when I filled this Revdex.com complaint I would like this complaint elevated to the President of the Company for review and response Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ Contact Name and Title: [redacted] ***, CEO & Preside Contact Phone: XXXXXXXXXX Contact Email: ***@psimanagement.net First, the consumer's complaint is against the Association they live in, not Property Specialists Inc, who is solely the Managing AgentSecond, the consumer is incorrect as to no response relative to the claim of No Notification nor ResponsesPer the Association's Board of Directors; These violations were first noted on the spring property walk on May 4, The courtesy letters with no fines attached were sent on May 7, No Response from HomeownerThese letters were sent to the homeowner again, in response to their complaint on August 26, The follow up walk was performed on July 29, where it was noted that the pet waste pails were still on common area and there was dog waste in the yardThe violation was sent out with a fine as it was the second notice on August 3, On August 6, a Board member took pictures of the tether connected to the porch of this home and noted dog waste in the yard at which point another violations letter was sent asking them to remove the pet waste and to move the tether to the garden closest to the yard as tethers may not be attached to common propertyThe violations and pictures were also sent again to the homeowner on August 26, in response to their complaintThe homeowner was advised to request a hearing with the Board for the scheduled meeting on September 22, Again, homeowner did not respond, did not request a hearing nor did the homeowner attend the meeting to voice any concerns

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Initial Business Response /* (1000, 14, 2015/08/26) */
We apologize, somehow we missed this email complaintPlease see below our response
Owner contacted the PSI answering service with an afterhours emergency call on a Saturday May 30, reporting his sink backing up into his unitHe
received a returned call from our rotational on-call manager who explained that she will issue a work order to the Association's approved plumber for response the same dayThe owner expressed his displeasure with the Association's plumber and stated that he would not allow access to his unit to correct the issueHe further stated he would hire his own contractor and submit the bill to the Association for reimbursement, hanging up on the on-call managerFrom the time shown on the complaint, it appears the owner filed his complaint with the Revdex.com immediately after he hung up on the on-call manager
The on-call manager called the property manager at home and explained the situationThe property manager called the owner to determine if the owner had in fact contracted another plumberOwner was clearly disgruntled and upset, with conversation becoming aggressive and accusatoryManager continued to repeat that his only intention was to resolve the matter in a permanent and timely manner, and explained the exact procedure the Association's plumber was authorized to perform (previous treatment for the problem was the industry standard rodding of the line, common for calls with soft blockage found in the common line - Manager approved high pressure jetting with a full scoping of the line to determine if the line had collapsed causing a repeat in the blockage)Owner began to curse at manager referring to him as an expletive and refused access to remedy the problemOwner threatened to withhold future assessments, and manager explained the collection policy of the Association attempting to de-escalate the situationThis was returned with further expletives against the manager
On Monday June 1, the Owner's father called the property manager and asked if he could help resolve the issue and explain the matter to his sonManager emailed back and forth with son for two days repeating the Association's plans and pre-approval to correct the issue, only to receive either no response or further refusal to allow access to his unit with threats of legal action against the management companyThe Association's plumber called several times from June 1, through June 2, attempting to set up an appointment to jet and scope the lineThe calls were not returned
Before the close of business on Tuesday June 2, the owner called the property manager and apologized for his earlier remarks stating he would allow access to the unit so the corrective work could be performedThe plumber set up an appointment for the following day and addressed the issue in the manner explained by the property manager
The owner subsequently thanked the property manager for the work performed and has sent no further notification of backed up pipes
On Behalf of *** ***, C.E.Oand President
*** ***
Administrative Assistant
Property Specialists, Inc
*** S*** *** Rd., Suite ***
Rolling Meadows, IL XXXXX
XXX-XXX-XXXX

Initial Business Response /* (1000, 8, 2015/08/04) */
Contact Name and Title: Cathy [redacted], CEO & Preside
Contact Phone: [redacted]
Contact Email: c[redacted]@psimanagement.net
Accounts Receivable has not received any calls from this HomeOwner. 2 Property Managers have explained several times over the...

phone to HomeOwner. Payment Plan was drafted by Association Attorney who was present for the Hearing with the HO and Board of Directors 4-13-15. Even before the Hearing and $5000 deductible was added to HO account they were delinquent with their monthly assessments. They receive a monthly statement because they have an open balance on their account. They have not been charged a Late Fee for the posting of the $2500 payment, it was for a monthly assessment being late. The Board also had a Cease & Desist Letter from Association Attorney sent to HO regarding Facebook Postings that were Both False and Actionable. We can supply documentation from Board of Directors and Association Attorney. Lastly, Statements are dated "Due" the day they are mailed, as monthly assessment payment is already Past Due.

Mr. [redacted]We are sorry that this issue has occurred, and have made every effort since being made aware of the problem to resolve.  Our records reflect that the issue was addressed within 48 hours of your October conversation with the Association’s new managing agent.  We accept the responsibility of the delay caused by our former employee as well as the previous management company, and wished nothing more than to rectify the matter.  It is our hope that while this situation did not leave you with a good first impression of our company, that we will be able to earn your trust and approval with the new manager who was assigned to your account.

Complaint: [redacted]
I am rejecting this response because:  I continue to be absolutely shocked at the poor responses of this company.  The personnel all should go through a detailed customer service program.  The firm continues to blame the prior property manager which is unacceptable.  The facts are i) I requested the repairs in writing on March 30, 2017.  I also spoke to [redacted] shortly thereafter in April 2017 to confirm receipt and discuss the repairs ii) I followed up on May 7, 2017 via email and the Board President also provided pictures iii) around June 2017 I spoke to [redacted] again and nothing happened iv) In October 2017 I filed a formal complaint and found out [redacted] left.  The new contact started giving me the run around, blamed the prior property manager and said I would need to research emails from last year to the old property manager before they would do anything which is crazy.  A proper response would have been something like "We really screwed up.  I am really sorry.  We will get it fixed before November 8 as you requested"    Based upon conversations with the property manager subsequent to my original Revdex.com complaint I learned i) my multiple requests were never entered into their work order tracking system ii) their normal turn around time for a normal repair like this is approximately 10 business days.  This request took approximately 7 months and was only taken seriously when I filled this Revdex.com complaint.  I would like this complaint elevated to the President of the Company for review and response.   
Sincerely,
[redacted]

Lehigh Station was not managed by PSI until April 1, 2017 so there is no way for us to be able to enter a work order into our system for a property that we do not manage yet. This accident to the ejector pipe by his home allegedly occurred during the winter and should have been reported to the...

current management company at the time (Baum Property Management) for them to resolve on behalf of this owner.  The homeowner did in fact email [redacted] (manager) and the Board President in May regarding this matter where he was told this would be handled. When the homeowner notified PSI on October 10th that this was not resolved we explained that there was not enough information for us to make a promise of a November 8, 2017 repair for damages that occurred in the winter previously with another management company until we had time to investigate. Upon review with the Board President on 10/16/2017 it was determined that the repair should be done and was completed on 10/17/2017. Tell us why here...

Initial Business Response /* (1000, 5, 2015/09/28) */
Contact Name and Title: [redacted], CEO & Preside
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@psimanagement.net
First, the consumer's complaint is against the Association they live in, not Property Specialists Inc, who is solely the...

Managing Agent. Second, the consumer is incorrect as to no response relative to the claim of No Notification nor Responses. Per the Association's Board of Directors; These violations were first noted on the spring property walk on May 4, 2015. The courtesy letters with no fines attached were sent on May 7, 2015. No Response from Homeowner. These letters were sent to the homeowner again, in response to their complaint on August 26, 2015. The follow up walk was performed on July 29, 2015 where it was noted that the pet waste pails were still on common area and there was dog waste in the yard. The violation was sent out with a fine as it was the second notice on August 3, 2015.
On August 6, 2015 a Board member took pictures of the tether connected to the porch of this home and noted dog waste in the yard at which point another violations letter was sent asking them to remove the pet waste and to move the tether to the garden closest to the yard as tethers may not be attached to common property. The violations and pictures were also sent again to the homeowner on August 26, 2015 in response to their complaint. The homeowner was advised to request a hearing with the Board for the scheduled meeting on September 22, 2015. Again, homeowner did not respond, did not request a hearing nor did the homeowner attend the meeting to voice any concerns.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]