Safeguard Properties, LLC

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. My Lawyer has advised me to not sign any documents that would waive any of my rights,but you are welcome to repair any damage Safeguard Propertiescreated
Regards,
*** ***

Good afternoon MrP., We have viewed the police report and have concluded that the amount requested is $for a rear window screen. If this is the cost to resolve your claim, please confirm and we will send you the release paperwork. Once the form is signed, we can release your check. We will also need a valid mailing address to send the check to. Thank you,Shauna S*Legal DepartmentSafeguard Properties, LLC.O: x 1136 / F:

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Safeguard is in receipt of complaint ID# *** 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 soA legal claim was opened on or about May 26, in regards to *** ***’s concernsAn investigation is underway in an attempt to ensure all work was completed without errorThe following events were recorded in our records to dateOn or about December 4, 2014, a winterization was ordered directly by our client in our system, which was completed on or about December 6, 2014. The independent contractor found the property to be vacant, secured a secondary door and installed a lockbox to allow access for future inspections while the property is vacant and winterized the property.On Or about December 30, a Deed in Lieu inspection order was placed by our client in our system, which was completed on or about January 2, 2015. The lockbox was still present.On or about January 20, a second Deed in Lieu inspection order was placed by our client in our system, which was completed on or about January 28, 2015. They capped the sewer line and the lockbox was still present.On or about February 4, 2015, during a regular monthly inspection ordered by our client, an inspector reported that they had no access due to a missing lockbox. This information was forwarded to our client.On February 17, a third Deed in Lieu inspection order was placed by our client in our system, this order included instructions to contact *** *** to remove debris and then complete the inspection. The independent contractor secured the rear door again and installed another lockbox to allow access for future inspections while the property is vacant. They reported the hot water heater, furnace, stove, microwave, fridge, washer and dryer to be missing upon entry.During the April and May monthly inspections, the inspector reported the property as occupied, that there was a car in the driveway and that the lights were on inside. This information was forwarded to our client.The orders were executed correctly as requested by our client, and during the completion of all work orders the independent contractor(s) reported and photographed the contents of the property as well as the property conditionOnly a secondary door was secured to allow *** *** and her realtor constant access to the interior of the propertyBased on the photos provided at the time the work orders were completed the items appear to have been removed by a third party that also removed the lockbox and lock installed on the secondary doorThe photos show the items present January 20, and missing upon arrival at the next entry to the interior of the property on February 17, 2015. *** *** also states that there are squatters at the property, we cannot be held liable for the illegal acts of the unknown third party.Safeguard cannot answer to the comments directed at our client; *** *** will need to contact them directly to address that portion of her concerns

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that their response addressed my complaintI have spoken with the insurance company and was offered a settlement that I ultimately accepted even though I believe there was extreme wrong doing done to meThe only way to move on and try to heal from the loss of personal items that have deep sentimental value to me was to get this over withI would ask that Safeguard follow up with their third party contractor to see if any of my items have any possibility to recoverNo one would ever "landfill" firearms, *** coins/bars and lots of items that were very valuableSome accountability would be appreciated. Regards, *** ***

We have been in contact with Mr D*** and he has confirmed that items within his complaint are inaccurate He has been receiving responses from his Vendor Account Manager and he has been told on numerous occasions what deficiencies in his work and photos have caused his invoices not to be
paid fully MrD*** was instructed through initial vendor on-boarding of the specific photo requirements needed to ensure payment Additionally, all work orders specifically call out the photo requirements MrD*** has also confirmed that he cannot dispute or will not be paid through a dispute because he is aware he is missing required photos to support the work to be paid Without the required photos, we cannot issue paymentAgain, this is discussed through on-boarding and the work orders issued We have vendor reference material available hours a day days a week to assist vendors in requirements should they need refreshers on our policies MrD*** has not provided the required photos to support the work completed

We have spoken with Mr*** We have confirmed that work was completed days prior to closing on the property Mr*** is requesting no more work is performed at the property We have placed a temporary hold on future work until our client confirms the sale of the property,
at which point the hold will become permanent

Safeguard is in receipt of complaint ID# *** On May 6, a legal claim was opened to address *** ***s concernsA full investigation of all work completed at the property was completedDuring the investigation, it was discovered that *** ***s vacant property was found unsecured due
to broken doors and locks on several occasionsAdditionally, the claims representative and the independent contractors have been in contact with local law enforcement regarding the missing items from the propertyIt appears that *** *** is a victim of vandalism*** *** should follow up with her local law enforcement and her home owner’s insurance company regarding this lossPlease see attached, the letter forwarded to *** *** on May 13, detailing our investigation and denying the claimSafeguard will continue to assist the local law enforcement in any way

Safeguard Properties is in receipt of complaint ID # ***. 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 a borrower 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 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, activityRights 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 borrowerIn 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 soIf a property is deemed vacant by a Safeguard inspector, the inspector is required to affix a “Vacancy Sticker” to the front door of the property, notifying the borrower that the property has been deemed vacant and to please contact Safeguard if the property is not vacant (and a toll free number is provided)If the inspector deems a property vacant and affixes the Vacancy Sticker, he or she is required to take a photo of the Vacancy Sticker affixed to the doorRegarding Ms***’s property, at the direction of her mortgage company, an occupancy inspection was performed on 12/28/2016. Per the inspector, the property was reported vacant after having a conversation with neighbors who stated the property was vacant. In addition, the realtor was not contacted per Ms***’s mortgage company. If Ms*** has any additional questions, we suggest she contact her mortgage company

The consumer responded via phone as follows:The consumer stated they have sent the company the police report number that list damages. The consumer stated the police report number is ***. The consumer stated the police report is available to view on *** and they informed the company.The consumer stated the policies and practices of the company are illegal

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** Although the resolution has been accepted and no further action will be pursued, Safeguards practices need further investigation and policy and practice changes need to be adopted Communication between Safeguard, "the lender", contractors and clients need better clarification before they proceed with any work that can disrupt and disturb any and all events surrounding the properties they are handling The communication disconnect caused unneeded aggravation and distress in an already stressful situation All parties need to make every attempt to clarify the information being communicated before any work is authorized These are peoples lives, and although in some cases it is warranted, without all information there are some that are not and can ruin peoples lives In my case, I was in constant contact with Safeguard and the "the lender" but was not receiving honest and true information Once legal action was threatened did all involve work with me to resolve the situation which should never have happened in the first place
Although I have accepted this resolution I am not satisfied as this should never have happened
Regards,
*** ***

Safeguard Properties is in receipt of complaint ID# ***Safeguard had no knowledge of the complaintA legal claim has been opened in our Legal Department to complete a formal investigation of the issuesSafeguard requested additional information from *** *** via email and regular Pstal
Service; and from the independent contracting company that performed the work orders issued by our clientOnce received the information will be reviewed for claim resolutionSafeguard requests additional time to complete a full review

Safeguard is in receipt of complaint ID #***Upon receiving the complaint our legal department reviewed the notes regarding *** ***’s concerns and requestsOur records show that *** *** filed the claim with his insurance company and was advised on April 1, that his out of pocket
expenses would need to be recovered from his insurance company upon their completion of a subrogationSafeguard cannot enter into a settlement agreement that may or may not come back in the form of a subrogation from *** ***’s insurance companyThere are also notes in our system showing *** ***’s insurance company has received our contact information, should they believe that a Safeguard representative caused any damages to *** ***’s unit they may forward the information as directedUpon receipt of any subrogation package, a full review of the claim is conducted by Safeguard’s legal departmentI have attached some helpful information regarding the subrogation process for review

Safeguard Properties LLC, is in receipt of the rejectionBased on the rejection, it is possible that the ***’s are receiving information from a different company as the response is directed at “Safeco” and the below discrepanciesSafeguard Properties LLC, is not SafeCo, but a preservation company that completes preservation services on a per-order basis for our clientsSafeguard Properties LLC, is neither a security company nor an insurance companyIn response to the following: “There was no police report filed showing "theft of property" as alleged by SafecoI checked the records with the local police department and there is NOTHING on file stating that there was theftI also had a licensed insurance agent run a loss history report for the property and there are NO LOSSES SHOWN.”Safeguard Properties’ previous response did not mention a police report at any timeSafeguard Properties has attached the claim documents as referenced in the previous responsePlease understand client, loan, and personal protected information have been redacted.In response to the following: ” According to response from Safeco, they were responsible for the property when the items came up missing.”At no time in the previous response did Safeguard state they were “responsible” for the ***’s propertyAs described in the previous response, Safeguard Properties is only responsible to complete the work orders received from our client.In response to the following: ” Also - since the contractor would be responsible for "protecting the property" for Safeco, this should have been a general liability claim from Safeco against the contractor responsible for "protecting the property", since the contractor you employed was the only one with access to the homeAs previously stated, there were and still are NO BROKEN WINDOWS or DOORS, therefore this had to be an inside job from someone that had access to the home.”Between May and October Safeguard Properties received orders to complete property preservation services at the ***’s propertyDuring that time our records provide evidence to support this property was found unsecured There is no indication the ***’s visited the abandoned property until Safeguard Properties a call received on May 21, requesting access to the propertyTherefore the ***’s are unable to attest to the conditions of the property during that time Please see the original response belowBased upon the foregoing, there is no liability on the part of Safeguard Properties or its contractors and your claim for damages is without merit. We are closing our file in this matterPlease seek the insurance funds from your lender as evidenced in the attached documents. Safeguard is in receipt of complaint ID# ***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 soA legal claim was opened on or about May 28, in regards to Ms***’s concernsAn investigation is underway in an attempt to ensure all work was completed without errorThe following events were recorded in our records to dateOn or about May 9, work began at the property that has been continuously vacant since that dateAt that time the property was vacant and secureThe property was then secured with a new lock and a lockbox installed to allow interior access to assess damages and complete interior inspections to monitor the property for any new damages that may occurMs*** was to meet with Safeguard representatives to surrender the keys to her home for the securingShe advised the representative that the house was vacant, she would not be meeting them to provide the keys as previously discussed with our client, and had no intention of returning to claim any items.On July 20, the property was found to be unsecure with open doorsWork was completed to re-secure the property.The air conditioning unit that is the partial subject of the claim was noted to be missing prior to the request from Ms***A claim for theft was resolved between the homeowner’s insurance and our client, on October 11, with the proceeds being provided to the mortgage holderMs*** will need to contact the mortgage holder regarding this claim issueSafeguard did not remove the unit, this was determined to be a third-party theft by the homeowner’s insurance companyThe property was last serviced by Safeguard Properties on October 22, when the grass was cut there was no entry to the interior of the property during the time of the lawn maintenance serviceAll damages that occurred after that date are unknown to SafeguardAs mentioned above, the claim for the other concerns is still open and under investigation at this time

From: *** *** ***Date: Fri, Dec 11, at 11:AMSubject: RE: This complaint was assigned ID ***.To: *** *** ***Hello ***, No problem! I didn’t realize you were referring to the previous complaintThe stop was referring to work orders or preservation work orders where entry would be necessaryI have attached the email explaining such to *** *** last yearthe inspections are HUD mandated as long as the account is in arrears and should the homeowner vacate again (this has happened) and the foreclosure process continue, failure to inspect timely can result in denial of bids to address any damages in the futureIf *** *** wants the inspections to cease she simply needs to bring her account current and they will no longer be orderedHer issues appear to be with the bank and she is directing her complaint towards Safeguard inadvertentlyI have reviewed all of the inspections and with the exception of the insurance loss inspection(which she scheduled and signed for), the photos support they are taken from the street, her property has not been entered, and no photos of her or her family are in our systemThe insurance loss inspection was completed by the same company that has completed the monthly inspections and she did not seem to have a problem regarding her safety during that inspection and they met with her to take photos of the work completed inside her propertyShe will just not be happy until Safeguard is no longer performing work and that will only occur once she does her part in bringing her account current as she agreed to when she agreed to the terms of her mortgageI’m not sure what more Safeguard can do for her complaints. Thanks!

I have reviewed the response made by the business in reference to complaint ID ***, I have sent the requested info to Safeguard and waiting to hear back from them.
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID 12102740, and have determined that this
does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Safeguard Properties has yet to put forth any tangible blueprint to help eliminate their illegal and criminal behavior. Safeguard Properties has a long track record with many many complaints from people stating very similar or worse than my experienceThis is NOT an isolated incidentThis type of behavior must end NOW!!!Regards,
*** ***

Safeguard is in receipt of complaint ID ***This complaint arose from a work order Safeguard received from our client on or about February 2, Upon arrival to the property, the independent contractor reported that the property was found unsecured, and locks and or boarding was installed
to ensure that the property was secureIn addition to the unsecured status they reported several damages at the property that needed remediation including but not limited to roof damage, to protect the value of the property and our clients interestsUpon receipt of the reports for damages, on or about February 5, a work order was opened approving roof repairs to remediate any continuing damages as a resultOn February 8, at approximately 9:52am, the independent contractor reported that the doors were again open and the property was vandalized and items appeared to be missingMs*** called Safeguard on February 8, at approximately 11:56am after the independent contractor had requested approval to re-secure, continue roof repairs, and file the reportAt that time she advised Safeguard of the missing items and she requested no further work be completed at the propertyAt approximately 2:pm the contractor called in and provided further information that a police report was filed by them with Officer *** *** and report number *** was received from the local law enforcement
Based on the call from Ms*** a legal claim was opened to address the claim for missing items so that a formal review could be completedDuring the legal claim process Ms*** alerted the legal department on February 18, of the presence of an independent contractor at her propertySafeguard realized that the previous work order was not fully cancelled and immediately called the independent contractor on-site and requested they stop all workThey advised the roof repairs were delayed due to weather and they had returned to complete, they immediately left the property as a result of the call
We do not feel that the independent contractor was responsible for the removal of any items based on the above information, however due to the additional visit after Ms*** requested work be stopped, Safeguard resolved her claim in good faithThe attached confidential release and settlement agreement was obtained and the claim was resolved on March 3,

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Safeguard sent me a letter stating that I had purchased the property in January, which is not the case The property inspection took place on January 21st Safeguard should have winterised the property after the inspection as *** *** did not sell the house to me until February 20, as stated on the deed
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and agree with what the business wroteThe contact made with me is bad timing and their representative will be out of the office FridayI will email them and hope we can come to a quick resolution
Regards,
*** ***