Safeguard Properties, LLC

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com:The business contacted with me and ask me for more information , which I have sent to them on 8/16/and they told me they will investigate my case [redacted]

Safeguard is in receipt of complaint ID# [redacted] Contact information for Safeguard and an update on the process of the claim has been provided to the claimant via emailWe are currently reviewing the claim and have reached out to our internal business partners to assist in this reviewSafeguard would like to request days to fully review and provide a proper resolution with the claimant

Safeguard is an independent contractor that completes preservation services on a per-order basis for our clientsSafeguard cannot act unilaterallySafeguard acted within our contractual obligations to our client and completed orders as requested by our clientSafeguard does not own the property in question and cannot enter the property without a work order providing permission to do soThe orders were executed correctly per the guidelines and approvals set forth by our clientThe last work order requested for this property was an order to dewinterize the property

Safeguard is in receipt of complaint [redacted] Safeguard does not own any properties, but rather performs property preservation services at the direction of its clients (which include both private mortgage lenders and government-sponsored entities) which are on a per order basis [redacted] *** reached out to Safeguard regarding this issue on March 2, 2015, at approximately 3:00pmHer legal claim was opened on March 3, and assigned to a claims handlerIn review of the work orders and information provided by [redacted] ***, the sale took place on or about February 20, This property was winterized and dewinterized several times throughout the winter months to market, show, and/or have the property inspected prior to saleThe last work order received from our client was to dewinterize the property just prior to the purchase date supplied in the complaint by [redacted] ***After further review it has been determined that the contractor(s) performed the work orders in accordance with the guidelines provided by Safeguard Properties and our clientThe contractor(s) provided detailed photo documentation to support all work completed, and all orders were completed as directed by our client and within guidelines and parametersSafeguard did not receive any work orders to rewinterize the property after that orderSafeguard cannot act unilaterally nor can we enter a property that our client no longer has an interest inIn the course of the legal claim process, Safeguard reached out to our client, the seller of the property and advised them of the claimThey have advised Safeguard that the property was purchased in “as is” conditionThe sales and real estate contract signed at the time of the purchase allegedly contains a waiver of claims for damages to the property In light of the foregoing it appears unfortunately, that the damages [redacted] reported may have happened after the last dewinterization orderIf the damages were present prior to the sale, a property inspection report would have shown the damagesThere is no liability on part of Safeguard or its contractor(s), and the claim has been denied based on the facts and timelines as set forth above

We are in receipt of the complaint and are tracking under claim number [redacted] We have been in contact with [redacted] *** and are awaiting his demand to continue the claim

Our client continues to work this claim MsB [redacted] can continue to work with her existing contacts

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I am going to initiate a claim against Safeguard Properties & [redacted] as directed by [redacted] *** during my first conversation with themI appreciate them providing me with the proper legal recourse and doing nothing to make this situation rightThe judge can decideAs I stated I have no reason to lie against either of these companies but they are at fault for my items being stolen [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

The denial letter forwarded to [redacted] has incorrect information regarding the purchase dateThis is likely due to a typoAs previously reported in the attached business responses the purchase date as provided by [redacted] is February 20, The last work order placed was to de-winterize the property, this order was opened on February 18, and completed on February 19, As previously reported the damages may have occurred after the last dewinterization orderSafeguard sincerely apolgizes for any confusion the incorrect date(s) in the denial letter may have causedIn light of the confusion this may have caused, an offer in good faith was extended and accepted by [redacted] ***A release and settlement was forwarded and upon return of the executed document, the claim will be closed

Safeguard is in receipt of complaint ID# [redacted] Safeguard is an Ohio-based companyIn businesssince 1990, Safeguard employs more than 1,individuals nationwideWe take complaints of thisnature very seriouslySafeguard has a proven track record of working with our clients, communities,and civic leaders throughout the country to combat blight brought on by the housing crisisSafeguardhas tirelessly worked on behalf of our clients by creating working relationships with the communities inwhich we serveWe have senior members of our leadership team that sit on the boards of communityoutreach groups; we host national conventions with the primary purpose of collecting and reinforcingthe behavior and guidelines that preempt neighborhood deterioration; and we participate in industryand investor feedback panels where the focus is to build best practices to protect and preserve thehouses that make up these communitiesOur primary focus has and always will be to protect ourclient’s assets from decay, perform services in a consistent and high-quality manner, and ensure that thecommunities we serve are protected.As part of our core business, at the direction of our clients, Safeguard performs inspections (known as“occupancy inspections”) to assess a property’s occupancy status for mortgage servicer clients when aborrower is delinquent in mortgage paymentsFor both the protection of the mortgagee’s (bank)collateral property and the benefit of the surrounding communities in which defaulted properties arelocated, it is critical to identify defaulted properties that have gone vacant, as vacant properties candeteriorate quickly, causing neighborhood blight and attracting unwanted, and sometimes dangerous,activityRights pursuant to individual mortgage agreements give mortgagees (for themselves andthrough their agents) the right to protect and secure their collateral property in the event the propertyis vacated by the borrowerIn many cities, the bank is required to secure a vacant property and/orregister the property with the city as vacant, and there are fines for failure to do so.Regarding the [redacted] property, at the direction of her mortgage company, we began performingrequested occupancy inspections as early as December All of the requested inspections returned aresult of occupied until the inspection completed on or about May 22, During the inspection it wasdeemed to be vacant due to tall grass, lawn not maintained, and no activity since the last inspectioncompleted in April 2015.As a result of the occupancy determination, on or about June 11, 2015, our client requested a workorder to maintain the lawn (or provide bids as needed for overgrowth, gain entry through one entrance(to allow constant access to the homeowner through additional entrance(s)), and complete a propertycondition reportThe independent contractor completed this work order on or about June 12, andon arrival determined the property to be vacantDuring the completion of the work order theindependent contractor reported all utilities off, provided bids to address the lawn overgrowth, and toaddress other reported damages at the propertyIn the course of the work order completion photoswere provided to document the condition of the property as well as the items presentThe lawn moweris documented to be present on the exterior of the property and all items located in the interior of theproperty were in disarray and we were unable to determine if the other items claimed to be missingwere present.Based on the reports and bids provided to our client they issued another work order requestingadditional bids from a different independent contractor to address the lawn overgrowth and addressmold issues found at the propertyDuring the completion of the work order on or about July 1, 2015,the lawn mower is found present and the property was found secure upon arrivalThe interior itemsappear to be undisturbed in the photos supplied with the work order.On July 5, Safeguard received a call from [redacted] regarding the preservation servicesHisrequest was forwarded to our client and our client requested he contact them directly regarding thepreservation servicesMr [redacted] called again on August 2, requesting access to the propertyOnAugust 8, a message was left at the number provided by Mr [redacted] to call our client directlyregarding access and preservation services and their number was provided.On or about August 10, a regular monthly condition inspection was completed at the request ofour clientThe report and photos clearly show the locks and lockbox removed from the door, lying onthe front porch, and the door openThe inspector did not enter the property as the property was nolonger secured and it was unknown if anyone was insideThe report was forwarded to our client asdirected by our contractSafeguard completes work on a per order basis and reports directly to ourclientSafeguard does not contact anyone other than our client without a request to do so.Based on the inspection report our client requested a work order to re-secure the property and reportany new damagesIn review of the photos from the work order completed on or about August 20, 2015items on the interior appear to be disturbed or moved and the lawn mower is no longer present [redacted] mentions there were no problems prior to the entrance of the property at the request of ourclientOur records show the property was occupied prior and likely monitored daily and less likely to bevandalized[redacted] ’s first call into Safeguard is documented on October 20, and she was advised at thedirection of our client that the mortgagor would need to contact them directly for accessBased on thecomplaint information provided to our client, a legal claim was opened to address [redacted] ’sconcerns.Safeguard cannot control what happens at vacant properties between the orders requested.Unfortunately it appears that [redacted] is the victim of a burglary that occurred in between workorders, and should follow up with her local law enforcementDuring the investigation of the legal claim,the above information was reviewed [redacted] was forwarded a letter regarding denial of liabilityregarding the missing items on December 1, 2015.Lawn services were performed as directed by our client, we can only perform services at the directrequest of our clientsThe file was reviewed thoroughly and the work orders where performed asdirected by our clients

We have been in contact with Ms [redacted] and are tracking this under claim # [redacted] We are pending additional information from Ms [redacted] in order to move forward with resolution

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 Regards, Steven [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The entire claim is against Safeguard Properties, LLC Safeco was a typo This is absurd that the company would let their contractors / employees do this to properties We are in our 60's and can not fight "Corporate America" with all of their heartless "legal eagles" and BS paperwork THIS IS RIDICULOUS !!!! Pay the money and move on - bunch of heartless people at Safeguard Properties, LLC !! You guys know you were responsible for it ! Regards, [redacted] ***

Safeguard is in receipt of complaint ID # [redacted] At the time of the incident in question Safeguard was alerted to the situation and spoke with Ms [redacted] and immediately apologized via telephone several times on the afternoon of April 26, Please allow this response to confirm in writing Safeguard’s sincerest, formal apologies for the incidents that occurred on April 26, at Ms***’s residence Once Safeguard received the notification, our customer service representative reached out to upper management in our Vendor Management service lineThe vendor was alerted to the incident as well as the photos of any minor child being against policyThe vendor apologized for the actions of the individual and completed training for all employees and/or sub-contractors to remind and reinforce policy and protocol for all inspections completed at properties reinforcing occupied properties and minor children photograph policies Additionally due to the incident, Safeguard placed a flag on the file to ensure that should inspections be ordered by our client that they would be no-contact inspections meaning that the inspection would take place from the street only and not entering the property To date, our client has not placed any further inspections for the [redacted] property, and the flag remains in the file to ensure that if they do, the inspection will be no-contact and the inspector will not enter the [redacted] property Safeguard has opened a legal claim to address Ms***’s request for reimbursement of damagesThe attached letter was forwarded via email and regular US Postal ServiceMs [redacted] can submit the requested supporting documentation via the methods mentioned in the form letter or she can contact the claims specialist directly the contact information is listed below Safeguard again wishes to offer our sincerest, formal apologies for the incident and looks forward to resolving the remaining claim with Ms [redacted] directly Contact information: Linda B [redacted] SrClaims Resolution Specialist (800)852-xt Safeguard Circle - Legal Dept Valley View, OH linda.b [redacted] @safeguardproperties.com

Safeguard Properties is in receipt of complaint ID # [redacted] Safeguard opened a legal claim on or about October 14, to complete a formal investigation regarding Ms***’s concernsAfter completing the investigation it was found that there was some error in the processes and confirmation to complete the work order was not obtained prior per the work order instructionsMs [redacted] was contacted and a lock reversal was completed at her request and in her presence so that keys could be provided to herShe has advised the claims resolution specialist that the lock reversal was completed to her satisfaction and she will not be pursuing the claim further, and the claim was closed as resolved

---------- Forwarded message ----------From: Linda B [redacted] Date: Thu, Mar 24, at 8:AMSubject: Complaint ID [redacted] - [redacted] To: "***@cleveland.Revdex.com.org" Cc: Beth P [redacted] ***, I spoke with local law enforcement on this one yesterday and they have an appointment to have the sub-contractors in to the station to be interviewed today 3/24/to complete their investigationSafeguard is still diligently working with local law enforcement and remain in contact with the claimantPending the outcome of the investigation, the claim will be resolvedThank you,

Safeguard is in receipt of complaint ID # [redacted] Safeguard, at the direction of our clients, performs inspections (known as “occupancy inspections”) to assess a property’s occupancy status for mortgage servicer clients when a borrower is delinquent in mortgage payments For both the protection of the mortgagee’s (bank) collateral property and the benefit of the surrounding communities in which defaulted properties are located, it is critical to identify defaulted properties that have gone vacant, as vacant properties can deteriorate quickly, causing neighborhood blight and attracting unwanted, and sometimes dangerous, activity Rights pursuant to individual mortgage agreements give mortgagees (for themselves and through their agents) the right to protect and secure their collateral property in the event the property is vacated by the borrower In many cities, the bank is required to secure a vacant property and/or register the property with the city as vacant, and there are fines for failure to do so In regards to Mr [redacted] ’s property, Safeguard received a work order to inspect the property from our client on or about August 16,and on or about August 18, an exterior inspection was completed and the property was determined to be vacantAt that time a sticker was placed at the propertyA copy of this sticker has been attachedBased on the results of the inspection and the lack of response from the sticker, our client placed a work order per the loan security documents to have a second independent determination of vacancy, change a lock on a secondary door as to allow constant access to the mortgagor, inspect the property for damages, Including turning off the utilities to prevent damages to protect the clients investment, and maintain the lawn as necessaryThis work order was started on August 24, and cancelled prior to lawn maintenance services could be completed due to Mr [redacted] ’s contact attempts Mr [redacted] called into Safeguard regarding the lock change on August 24, at 9:02pmUnfortunately our client’s office was closed at that time, but a message was sent to them regarding Mr [redacted] ’s request for work reversal and that he wanted no further preservation services at the propertyAnother call was completed at 11:05pm on August 24, and Mr [redacted] was advised that the client was closed and we would not receive a response from them until business hours the next day, August 25, Additionally, Safeguard and our client received three alerts from the client’s answering service alerting us of calls from Mr [redacted] also calling the client’s after-hours answering service On August 25, at 1:19am Safeguard received the complaint notice from the Revdex.com in regards to Mr [redacted] ’s complaintAt 7:45am the legal claim was opened and a letter was emailed to Mr [redacted] requesting information regarding his complaint, and further information regarding any out-of-pocket expenses and photos of any alleged damages as a result of the services completedAlso on August 25, at 1:24pm Safeguard received an email from our client regarding a complaint filed with them by Mr [redacted] and his tenantThe email requested that the file be flagged for no-contact inspections, no further placement of stickers, and no further preservation services and that they were addressing the complaint from both Mr [redacted] and the tenantSafeguard received an additional call at 4:17pm From Realtor [redacted] from [redacted] advising she will be rekeying the property and requested whom to send the billMs [redacted] was advised to send the bill and any photos of any damages to the legal department file handler On August 26, Safeguard’s legal department received a voicemail from [redacted] from [redacted] advising she will be handling complaint on behalf of Mr [redacted] and will be sending in the requested informationA call was placed to Ms [redacted] the same afternoon and a voicemail left with the file handler’s direct contact information and a request for a call back to discuss the allegationsTo date no further contact has been made by or on behalf of Mr [redacted] The legal claim was opened within hours of receiving the complaint and will remain open to address the complaint

Safeguard is in receipt of complaint ID # [redacted] Based on [redacted] ’s concerns, a formal legal complaint was opened and the attached general claims intake letter was forwarded to [redacted] on October 29, This is a general claim form letter and Safeguard is in need of additional information to fully investigate the claim furtherThe customer service representative did confirm that lawn services were provided on our near the date [redacted] previously mentionedHowever it appears that the tree trimming services were provided to our client prior to that orderSafeguard’s legal department is requesting the purchase agreement for the property to review dates and other information contained in the agreement between [redacted] and our clientAdditionally, we will also need further information in regards to the lawsuit [redacted] mentioned in his complaintIf suit has been filed and [redacted] has retained counsel in this matter, Safeguard will need to discuss the claim further with his counsel or possibly retain counsel for this matterOnce the information has been received, Safeguard can provide additional updates on the progress of the claim and resolution.The information requested above can be submitted in the following ways:Fax: [redacted] Email: [email protected], or [redacted] Safeguard Property Management LLCAttn: Linda B [redacted] Safeguard CircleValley View, OH 44125Any questions or concerns should be directed as follows:Linda B [redacted] Paralegal [redacted] ***

From: [redacted] Date: Thu, May 14, at 9:AMSubject: Revdex.com Complaint ID [redacted] To: [redacted] Cc: [redacted] , Safeguard pulled the recording from [redacted] ’s call in and agree the standard of customer service was not at the level Safeguard sets for our customer serviceThe issue has been escalated to our customer service management for review for training and/or staff adjustmentsWe also discussed the issue as a whole and I apologized on behalf of Safeguard for the inconvenience of both the securing of her garage as well as the low level of customer service and lack of follow up in regards to her concernsI inquired if there was anything further I could do to address her concerns and she advised that at this time there was really no further claim outside of the inconvenienceI thanked her for her time and Safeguard is closing the file at this timeThank you, [redacted] Paralegal - Claims Resolution SpecialistSafeguard Properties

Our client's records indicate that MsB [redacted] 's statement is not accurate MsB [redacted] originally filed this claim with our client Our client performed an investigation and did not determine that Safeguard stole anything as MsB [redacted] alleges Instead, our client determined that no items were removed from her property They advised her that she should file a claim with her insurance company At no point in time did our client advise MsB [redacted] that Safeguard removed any items from the property or that Safeguard refused reimbursement Our client made the determination that MsB [redacted] 's claim of missing items was not due to the actions of Safeguard or it's vendors and advised her to handle the issue with her insurance company

We have requested what action can be done to resolve claim ***. No answer has been provided at this time. Our client requested an inspection be performed at the property to determine occupancy. The inspector believed the property to be vacant and left a sticker with instructions to call if the property was not vacant. We received a phone call that the property was occupied, but the caller refused to identify himself. Because he refused to identify himself, he was instructed to call his mortgage company to request no further work. When an order was placed to secure the property, our contractor believed the property to be occupied and completed no work