Safeguard Properties, LLC

Safeguard is in receipt of complaint ID [redacted]. From the information provided by our client the foreclosure sale took place and the property was in redemption status. Based on the foreclosure the client requested a work order to verify if the property was vacant. On or about October 5, 2015 an...

independent contracting company determined the property was vacant due to the lawn was 36inches high, the water and gas utilities had been terminated, and with the exception of the garage, the interior of the property was empty as evidenced in the photos. Safeguard received notification on January 11, 2016 regarding a call from Mr. [redacted] requesting access to remove his personal property. An order was opened at the instruction of our client to provide access and change the lock to a non-standard key. The independent contractor met with Mr. [redacted] and completed the lock change and provided access on March 1, 2016.
On April 4, 2016 our client advised that the redemption period was expired and requested an order to verify the property was vacant, and if vacant, complete services to prepare the property for resale. The work was completed.  The work was completed on or about April 5, 2016.
Upon receiving the call regarding the missing items from Mr. [redacted] on April 22, 2016 a legal claim was opened to review the claim. Mr. [redacted] was contacted on April 27, 2016 via mail, and on April 28, 2016 via email. Mr. [redacted] responded to the email and advised he would send the requested details regarding his claim as soon as possible. A confirmation of receipt of that email was sent to Mr. [redacted] on April 29, 2016. On May 4, 2016, and May 6, 2016 Mr. [redacted] submitted the supporting documentation for the claim. On May 9, 2016 the claim handler confirmed that Mr. [redacted]’s information had been received. After a thorough review of the facts, the claim was forwarded to the insurance company on May 16, 2016 and Mr. [redacted] was notified of such. Mr. [redacted] responded with questions regarding the tender and his questions were answered on May 17, 2016. On May 23, 2016 Mr. [redacted] inquired about the assignment of a claims adjuster. This information was obtained from the insurance company and forwarded to Mr. [redacted] the same day. On June 2, 2016 a status request was sent to the insurance company. On June 6, 2016 Mr. [redacted] sent an email requesting a status on contact from the claim adjuster (both Safeguard and the adjuster were included in Mr. [redacted]’s inquiry). The adjuster responded to the email requesting that they speak via telephone the next day. On June 7, 2016 Safeguard requested a status from the insurance company. On June 9, 2016 Safeguard requested a status from the insurance company. On June 10, 2016 Safeguard received the complaint from the Revdex.com.
Safeguard does not have access to calls between the insurance adjuster and Mr. [redacted] and cannot respond to the details of calls with a third party nor do we have control over the claims process.
Mr. [redacted] did not include a washer and dryer in his initial demand and if he would like them included he should amend his demand with those items and forward to the insurance adjuster. As of June 9, 2016 the photos show that at least the dryer is currently inside of the property.
Based on the above information Safeguard feels that Mr. [redacted] was well informed during the claim investigation as evidenced by emails and the documentation in our file. Safeguard cannot control the process once the claim has been submitted to insurance but continues to follow up weekly requesting a status on the claim for our files and continue to remain willing to assist Mr. [redacted] to ensure communications are open between the adjuster and Mr. [redacted] as requested.

We are in receipt of the complaint (complaint # [redacted]), we've been in contact with Ms. [redacted] and are pending additional information from her to continue with the claim.

From: [redacted]Date: Thu, May 14, 2015 at 9:35 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 service. The issue has been escalated to our customer service management for review for training and/or staff adjustments. We 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 concerns. I 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 inconvenience. I thanked her for her time and Safeguard is closing the file at this time. Thank you, [redacted]Paralegal - Claims Resolution SpecialistSafeguard Properties

From: [redacted]Date: Sat, Dec 5, 2015 at 10:31 AMSubject: Complaint [redacted]To: [redacted]The property address is [redacted]Sent from my iPhone

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,
[redacted]

Safeguard Properties is in receipt of complaint ID #[redacted]. Safeguard opened a legal claim on or about October 14, 2016 to complete a formal investigation regarding Ms. [redacted]’s concerns. After 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 instructions. Ms [redacted] was contacted and a lock reversal was completed at her request and in her presence so that keys could be provided to her. She 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.

No orders to remove any items were completed in October 2015, only to preserve and protect the clients asset. Photos were supplied with every work order, and to the extent of our records, these notices are not present in the photos, it is unknown if they were present and not photographed. Safeguard provided a work order to a local independent contracting company advising to change the locks to a non-standard code and provide you access and keys. If the mortgagor chose to have them provide the code to the lockbox, rather than meet them at the property, the independent contracting company made an alternate agreement with to ensure access to the property. Safeguard cannot control the availability of third parties.
Our client determines occupancy as a person residing in the property daily to ensure damages that may occur are discovered promptly and mitigated. There were no signs that an individual (mortgagor, tenant, etc.) resided in the property, the water and gas services were off, the lawn was unmaintained (36inches high and services were performed to avoid code violations), no presence of living or bed room furniture, food etc.
To the extent of our records, the independent contracting company advised that the items were taken to a landfill. The washer and dryer remained inside the property after services were performed. The insurance company is evaluating the claim and the items removed, and have been in contact requesting a call to resolve the claim with you directly.
The insurance company is evaluating the claim for any errors in relation to the removal of your items outside of the guidelines. If the property was bid and not removed the client decides on the next course of action such as a personal property notice or eviction. The insurance company is evaluating the claim for any errors that prevented this from occurring. Attached, please find the email contacts requesting that you call to discuss and resolve your claim.

Safeguard is in receipt of complaint ID #[redacted] A legal claim has been opened and the claimant has been contacted directly and we are working with the claimant to resolve the complaint. This process will continue until the claimant has been provided a resolution to the claim. This process...

generally takes 30 to 45 days to resolve.

We are in receipt of the complaint (complaint # [redacted]).  We've been in contact with [redacted] and are pending additional information to move forward with the claim.