Safeguard Properties, LLC

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 email. We are currently reviewing the claim and have reached out to our internal business partners to assist in this review. Safeguard...

would like to request 30 days to fully review and provide a proper resolution with the claimant.

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, 2016. Please allow this response to confirm in writing...

Safeguard’s sincerest, formal apologies for the incidents that occurred on April 26, 2016 at Ms. [redacted]’s residence.
Once Safeguard received the notification, our customer service representative reached out to upper management in our Vendor Management service line. The vendor was alerted to the incident as well as the photos of any minor child being against policy. The 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. [redacted]’s request for reimbursement of damages. The attached letter was forwarded via email and regular US Postal Service. Ms. [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]
Sr. Claims Resolution Specialist
(800)852-8306 xt. 1377
7887 Safeguard Circle - Legal Dept.
Valley View, OH 44125
linda.b[redacted]@safeguardproperties.com

Please see the attachments in response to complaint ID #[redacted].

We have been in contact with Mr. D[redacted].  We are awaiting additional information from him to proceed with the claim.

Safeguard properties is in receipt of complaint ID #[redacted]. In response to [redacted]’s complaint, the independent contractor was first made aware of the alleged damages and attempted to address the situation in lieu of responsibility in an attempt to avoid further escalation and the legal claims...

process. The independent contractor provided [redacted] the name of a reputable auto detailer to address the alleged damages. [redacted] made an appointment with the detailer on April 25, 2015. After the detailed assessed the car, he advised the independent contractor that the paint on the vehicle was damaged when it was painted and not as a result of the grass. The independent contractor then attempted to have the vehicle looked at by a reputable body shop. These attempts were unsuccessful. Upon the previous attempt proving to be unsuccessful, [redacted] advised Safeguard his concerns were not resolved. As a result a legal claim was opened and a formal investigation was completed. [redacted], requesting $5,000.00 to resolve his claim supplied an estimate from [redacted] in the amount of $2,809.20. The estimate did not provide the cause of the damages, see attached estimate. Upon receipt of the estimate and in the course of the investigation, Safeguard and the independent contractor involved the insurance carrier for the contractor. The insurance company enlisted the assistance of a property and casualty adjusting and appraising firm in an attempt to properly evaluate the loss. Please see the attached appraisal and estimate from [redacted]. The adjuster advised of pre-existing damages in that the paint was not of good quality, had contamination and prep issues, sand marks and dirt and dust under the paint and finish, that were not related to the loss.  The damages alleged were minor compared to the pre-existing damage noted. He also advised that the damages alleged were likely related to the fact that paint on the vehicle was not original (softer) and that the paint may also have been damaged in the cleaning after the loss. The adjuster provided an estimate to refinish the vehicle only and did not attempt to estimate the cost to repair the pre-existing damages. Please see attached report. Despite the insurance denial and reports of pre-existing damages, Safeguard attempted to resolve the claim with [redacted] and provided an offer in good faith based on the information provided. [redacted] refused the offer and provided a counter offer in the amount of $2,000.00. Please see the attached email. [redacted] was then advised at that time that the claim handler did not have approval to move above the offer in good faith. Upon receiving the Revdex.com complaint the legal department manager reviewed the claim and sent [redacted] a release and settlement agreement in the amount of his counter-offer to resolve the claim. To date [redacted] has not returned the executed documents. Should the document be returned, the claim would be resolved. See attached email and settlement documents.

We are in receipt of the complaint and are tracking under complaint number [redacted].  We've requested additional information from Ms. [redacted] to proceed with the claim.

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

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.
On Friday, July 25, 2014 at 1:47pm, I received an email from Linda B[redacted] a Paralegal at Safeguard Properties which states "Safeguard has placed a hard stop code to ensure this will not happen in the future. Safeguard would like to apologize for the inconvenience this has caused.  Please let me know if I can assist you any further with your concerns." Therefore, I would like to know the following:1) Why was this written communication sent if Safeguard had no intention of following through with the hard stop code;2) Why is Safeguard ignoring the Cease & Desist that was sent to them via Certified Mail on Oct. 10, 2014 for which they received & signed for;3)  How can Safeguard actually state two years after the fact that when their contractor arrived at my home, he found the property "frozen upon arrival" yet he failed to notify me, my realtor or [redacted] of this fact and then continued to place 10 stickers around my property which claim that the winterization was performed on 1/9/14.  The contractor also poured antifreeze into my toilet and wrapped it with saran wrap.  Furthermore, I was charged $200 for the winterization. and after the "work" was completed, Safeguard sent my realtor an email stating the work was done and also provided us with the code to the lockbox that they placed on the door.    4) Why is Safeguard now lying about the extensive damages they caused to my property; and finally5) Why have Safeguard contractors ignored multiple warnings issued by the [redacted] Police Department to stay off of my property?I am a meticulous record keeper. I also have pictures of all of the stickers placed at my residence, as well as sign in sheets left behind on multiple occasions by Safeguard representatives.  Each and every time they entered my home, they broke the law.  Stating that someone hired you to do the work is not a legal loophole for breaking and entering, nor is it a license to steal property, cause massive property damage on multiple occasions or repeatedly stalk and harass my family. 
Regards,
[redacted]

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.

The denial letter forwarded to [redacted] has incorrect information regarding the purchase date. This is likely due to a typo. As previously reported in the attached business responses the purchase date as provided by [redacted] is February 20, 2015. The last work order placed was to de-winterize the property, this order was opened on February 18, 2015 and completed on February 19, 2015. As previously reported the damages may have occurred after the last dewinterization order. Safeguard sincerely apolgizes for any confusion the incorrect date(s) in the denial letter may have caused. In 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]. We are in need of the property address for the property the work was completed on to research the claim. Please provide the property address so that we may complete a formal investigation and response to the complaint. Thank you,

Safeguard is in receipt of complaint ID#[redacted]. A legal claim has been opened to address Ms. [redacted]' concerns and to complete a formal investigation. Safeguard's legal department has been in direct contact with Ms. [redacted] via email and has received supporting documentation and will continue to work...

directly with Ms. [redacted] to resolve the claims. This process can take at least thirty days to complete. Once all of the information is obtained from Ms. [redacted] and the independent contrating company, the claim will be reviewed for resolution.

---------- Forwarded message ----------From: Linda B[redacted] <Linda.B[redacted]@safeguardproperties.com>Date: Thu, Mar 24, 2016 at 8:18 AMSubject: Complaint ID [redacted] - [redacted]To: "[redacted]@cleveland.Revdex.com.org" <[redacted]@cleveland.Revdex.com.org>Cc: Beth P[redacted] <Beth.P[redacted]@safeguardproperties.com>[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 3/24/16 to complete their investigation. Safeguard is still diligently working with local law enforcement and remain in contact with the claimant. Pending the outcome of the investigation, the claim will be resolved. Thank you,

Safeguard is in receipt of complaint ID #[redacted]. We are currently re-reviewing the claim and would like to request some recent documentation from [redacted] to complete the review of the denial. The lease agreement we received is attached and appears to have expired 9/1/2012. We would like to...

request recent documentation from [redacted] showing more current information from section 8 as she has mentioned the landlord is unreachable. We will continue the review while awaiting the additional documentation.

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]

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 them. I appreciate them providing me with the proper legal recourse and doing nothing to make this situation right. The judge can decide. As 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]

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.

Safeguard is in receipt of complaint ID #[redacted] We have opened a legal claim to complete a formal investigation to address Mr. [redacted]'s concerns regarding his property. We have sent a request for documentation, and reached out via email and voicemail requesting a call to discuss the claim with...

Mr. [redacted] directly. The claims process can take 30 days or more to complete. Once we have received Mr. [redacted]'s information and have had a chance to speak with him. We anticipate the claim will resolved quickly.

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 16,2016 and on or about August 18, 2016 an exterior inspection was completed and the property was determined to be vacant. At that time a sticker was placed at the property. A copy of this sticker has been attached. Based 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 necessary. This work order was started on August 24, 2016 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, 2016 at 9:02pm. Unfortunately 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 property. Another call was completed at 11:05pm on August 24, 2016 and Mr. [redacted] was advised that the client was closed and we would not receive a response from them until normal business hours the next day, August 25, 2016.
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, 2016 at 1:19am Safeguard received the complaint notice from the Revdex.com in regards to Mr. [redacted]’s complaint. At 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 completed. Also on August 25, 2016 at 1:24pm Safeguard received an email from our client regarding a complaint filed with them by Mr. [redacted] and his tenant. The 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 tenant. Safeguard 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 bill. Ms. [redacted] was advised to send the bill and any photos of any damages to the legal department file handler.
On August 26, 2016 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 information. A 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 allegations. To date no further contact has been made by or on behalf of Mr. [redacted]. The legal claim was opened within 24 hours of receiving the complaint and will remain open to address the complaint.

[redacted] entered into an agreement with our client requiring she move out no later than September 6, 2015 in exchange for $3,000.  On or about July 28, 2015 our client received the signed agreement, which was signed by [redacted] July 22, 2015.   Per this agreement [redacted]...

was agreeing to vacate the premises and relinquishing all rights and possession to our client.  After receiving this signed agreement our client had their listing broker inspect the property, on or about August 11, 2015, and the broker reported that the property was vacant.A settlement offer was extended to [redacted] on September 18, 2015, as a good will gesture, as she was confused by the agreement in which she had entered.  After she accepted this offer a release and settlement agreement was sent to her September 25, 2015.  The executed release and settlement agreement was returned to our office on October 1, 2015.  The check was requested from our accounting department on October 5, 2015, but they only cut the checks on Thursdays.  On October 7, 2015 [redacted] was advised that the check would be printed and mailed tomorrow.  The check was put into the USPS mail on October 8, 2015.  On October 9, 2015 [redacted] contacted us looking for her check as she thought she should have received it by now.  She was advised that the check was mailed Thursday by regular mail and should expect it sometime early the next week.On October 15, 2015 we received the Revdex.com complaint and [redacted] was requesting that the check be expedited.  We had accounting stop payment on the previous check and issue a new check which was printed out on October 16, 2015.  On October 16, 2015, which was a Friday, was advised that the check would be overnighted and provided with the tracking number of 1Z9347X50150387616.  Since this was on a Friday the check was delivered to [redacted] on the Monday, October 19, 2015.As [redacted] has now received the settlement check this issue has been resolved.