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 unit
He 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.
Initial Business Response /* (1000, 8, 2014/09/26) */
Contact Name and Title: [redacted], Property Manager
Case # XXXXXXXX
On Friday, June 27, 2014 at 4:49 pm I received a voicemail from homeowner's husband stating that the gutters need to be cleaned at his neighbors. I transferred call to...
customer service to place a work order on June 30, 2014. Call log and work order attached.
On Saturday, June 28, 2014 at 2:13 pm I received an email from homeowner's husband detailing his issue. I responded on June 30, 2014 stating I would forward the email to the Board. The Board President spoke with homeowner regarding issues. Emails are attached.
On Friday, August 15, 2014 I received a voice mail at 10:00 am from a withheld number. The message was from a homeowner from her association providing only her first name and yelling that there was a chair and broken glass in a parking spot. Then homeowner emailed through the management's website at 10:21 am. She stated that "First of all - that the manager NEVER ANSWERS HER PHONE OR RETURNS HER CALLS!! - VERY POOR SERVICE! There is a chair that has been sitting in the visitor parking area, along with a big pile of broken glass. Please have somebody come remove it from the premises and clean the glass! We have children and pets; it's extremely unsightly and dangerous! Thank you." The email was forwarded to me at 11:55 am. I emailed her back at 12:29 pm stating "Good morning, customer service has received your request and has placed a work order. I have checked my call log and I have not received any calls from you except for 10 am this morning. You did not leave a phone number for me to call you back. Please advise on when you had tried to reach me and the issues that were not addressed. I am happy to assist you any way I can." Homeowner never emailed me back. She emailed again through the management's website at 8:25 pm stating "Received an e-mail from the manager claiming that she only received the call from me at 10:00 this morning. We've called numerous times for different reasons, leaving a call-back number, and have had no response. When I got back from errands, the chair had been placed in the nearby dumpster, but the pile of broken glass was still there...WHY? When you do your walkabouts, you let us know ASAP when we need to take care of something, but you can let debris block our visitor parking and leave it, as disgusting as it looked, for who knows how long! I've had 2 (two) hip replacements and have severe arthritis, yet because of your ineptitude and maladroitness, I went out and swept up the glass so our children, animals, and visitors would be safe. (I charge $20.00 per hr. minimum for labor - please sent me a refund check from our association dues to cover the cost.) Thank you for your prompt attention to the matter." Homeowner never left a phone number to reach her. I left a message for homeowner's husband at his work number regarding email received. This is the only number on file. I never received another email regarding this issue or a call from homeowners regarding this issue. Each manager keeps a detailed log of any missed calls. Emails and work order are attached.
On Monday, September 8, 2014 at 4:14 pm I received a voicemail from homeowner's husband stating that the gutters are fine, but there is rotting wood that needs to be replaced. I was out on property so I did not receive the call until after 10:00 am on September 9, 2014. I had not had a chance to respond to call prior to receiving email referenced below.
On Tuesday, September 9, 2014 homeowner emailed through the management website at 11:16 am stating "wood under gutter is rotting from water damage - needs to be repaired. Also, spoke to the construction manager and guy doing fences this morning - they came by to check on the gutters - again, if the manger would call (homeowner's husband) back - we would know what's going on!" I received the email at 11:22 am and forwarded it to customer service to place a work order at 11:40 am. I called homeowner's husband to advise him and left a message. Email and work order are attached.
We are the managing agent hired by the association. Maintenance responsibilities are determined by the association's governing documents and through the Board's direction.
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 unit
He 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.
Initial Business Response /* (1000, 8, 2014/09/26) */
Contact Name and Title: [redacted], Property Manager
Case # XXXXXXXX
On Friday, June 27, 2014 at 4:49 pm I received a voicemail from homeowner's husband stating that the gutters need to be cleaned at his neighbors. I transferred call to...
customer service to place a work order on June 30, 2014. Call log and work order attached.
On Saturday, June 28, 2014 at 2:13 pm I received an email from homeowner's husband detailing his issue. I responded on June 30, 2014 stating I would forward the email to the Board. The Board President spoke with homeowner regarding issues. Emails are attached.
On Friday, August 15, 2014 I received a voice mail at 10:00 am from a withheld number. The message was from a homeowner from her association providing only her first name and yelling that there was a chair and broken glass in a parking spot. Then homeowner emailed through the management's website at 10:21 am. She stated that "First of all - that the manager NEVER ANSWERS HER PHONE OR RETURNS HER CALLS!! - VERY POOR SERVICE! There is a chair that has been sitting in the visitor parking area, along with a big pile of broken glass. Please have somebody come remove it from the premises and clean the glass! We have children and pets; it's extremely unsightly and dangerous! Thank you." The email was forwarded to me at 11:55 am. I emailed her back at 12:29 pm stating "Good morning, customer service has received your request and has placed a work order. I have checked my call log and I have not received any calls from you except for 10 am this morning. You did not leave a phone number for me to call you back. Please advise on when you had tried to reach me and the issues that were not addressed. I am happy to assist you any way I can." Homeowner never emailed me back. She emailed again through the management's website at 8:25 pm stating "Received an e-mail from the manager claiming that she only received the call from me at 10:00 this morning. We've called numerous times for different reasons, leaving a call-back number, and have had no response. When I got back from errands, the chair had been placed in the nearby dumpster, but the pile of broken glass was still there...WHY? When you do your walkabouts, you let us know ASAP when we need to take care of something, but you can let debris block our visitor parking and leave it, as disgusting as it looked, for who knows how long! I've had 2 (two) hip replacements and have severe arthritis, yet because of your ineptitude and maladroitness, I went out and swept up the glass so our children, animals, and visitors would be safe. (I charge $20.00 per hr. minimum for labor - please sent me a refund check from our association dues to cover the cost.) Thank you for your prompt attention to the matter." Homeowner never left a phone number to reach her. I left a message for homeowner's husband at his work number regarding email received. This is the only number on file. I never received another email regarding this issue or a call from homeowners regarding this issue. Each manager keeps a detailed log of any missed calls. Emails and work order are attached.
On Monday, September 8, 2014 at 4:14 pm I received a voicemail from homeowner's husband stating that the gutters are fine, but there is rotting wood that needs to be replaced. I was out on property so I did not receive the call until after 10:00 am on September 9, 2014. I had not had a chance to respond to call prior to receiving email referenced below.
On Tuesday, September 9, 2014 homeowner emailed through the management website at 11:16 am stating "wood under gutter is rotting from water damage - needs to be repaired. Also, spoke to the construction manager and guy doing fences this morning - they came by to check on the gutters - again, if the manger would call (homeowner's husband) back - we would know what's going on!" I received the email at 11:22 am and forwarded it to customer service to place a work order at 11:40 am. I called homeowner's husband to advise him and left a message. Email and work order are attached.
We are the managing agent hired by the association. Maintenance responsibilities are determined by the association's governing documents and through the Board's direction.