Sherman's Manistique Lake Lake Resorts

Mr [redacted] , As I explained in an email earlier this morning, I thought I responded to your email about the transfer of funds and explained when the final checks and accounting would take placeApparently, the email did not go through because of a problem with the [redacted] server and at the same time we were relocating our office, which also could have had something to do with the installation of our new office networkWhen I searched for my email response to you after receiving the Revdex.com complaint, I saw an outdated version of that email in my draft folderI take blame in part for not confirming my email did in fact get sentAlthough we are not in the habit of turning away business, Randy felt it was in our best interest to terminate due to a recent issue about a contractorPlease keep in mind, you specifically requested this contractor to perform services for your propertyYou asked for pictures after work was completed and we sent them to youYou insisted the pictures were not of your houseAs it turned out, you realized after we emailed another set of pictures, you were wrong and the pictures originally sent were in fact of your propertyThere was not a problem with the contractors services and there was not a problem with our servicesDuring the years of managing your property, there have been some misunderstandings regarding the monthly statements, charges incurred from repairs, 1099's and a small number of owner's draws that were late due to mail delaysYour emails are typically ornery, which I have learned to deal with over the years, but Randy felt like we should not have to anymoreBefore releasing final funds to clients, we reconcile our bank account and perform an audit of the clients accounting to ensure there are not any errorsIf we release them too soon and find there was an outstanding payment due or some other error, chances are pretty good we would not be able to easily rectify the discrepancy and would have to use other measures to collect the balanceWe did send you days notice to terminate the management agreementThe notice was sent in the middle of August which would mean management services would end on September 30, Since closing an account does take a little longer typically we would send the closing statement and funds by October 31, and no sooner than October 15, We have not charged you for September and agreed to release management on September 1st, but that does not mean we would be able to release the funds immediately to you as I explained aboveI would also like to mention, as you know, owners draws are paid in arrears as stated in our contractOn or before the 15th of the month, we send out statements and funds to owners (for the previous month)Based on this, even as of today, your August rental draw is only days lateSince I thought I had sent the email to you on or just before the 15th of this month, I didn't realize there was a problemHad you just tried to contact us by phone or sent a follow up email, we could have avoided all of thisAs you have know, on many occasions in the past we have sent you emails that went to your "spam" or "junk folder" only to realize at a later date we did in fact respondThis time that wasn't the case, but it would be reasonable to assume possibly the same thing happened with the email you sent us instead of jumping to conclusions that we are unnecessarily withholding your funds, trying to ignore you or worse yet trying keep the funds for ourselvesAfter years of providing property management services for you, I would think you would realize we would not risk our business or livelihood for $We have been in business for over years now and bought the company from another realtor who also had it for many years and we are not a "fly by night" companyI have attached all paperwork your new management company may need to your Owners Portal, which you can still access until I close your accountI will send the lease to your new manager today and if you want him to have any of the other documents, you may forward to him as you deem necessaryPlease make sure to save any documents on your end so you can access them as needed in case you are not able to retrieve them from your portal in the futureIt is unfortunate this business relationship had to end like this and that we now have a mark on our Revdex.com record from a clientIn the future I would suggest doing some following up before assuming the worst and trying to ruin someone's livelihoodHopefully, any potential clients reviewing us through Revdex.com will see there must be a pretty good reason why we gave you notice and consider that when reading your reviewSincerely, Rachel *H [redacted] Property Manager and Co-Owner of Gold Key Management

Better Bus***s Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint I received the rent check on Sep 28th which was days past the management contract deadline My new agent received the tenant's' security deposit on Oct which is days after Gold Key emailed the tenant that we had the deposit The keys were never mailed as she once claimed nor were they dropped off as she now claims My new agent picked up the keys himself As far as I am concerned this issue is closed and I no longer desire to have any contact with these people Since last Saturday all emails from them go to "trash." [Provide details of why you are not satisfied with this resolution.] Regards,

I contacted Mr***'s new management company (*** *** with *** * ***) and asked him to contact Mr*** to let him know we did drop off the keys to him as Mr*** stated we lied about I have attached his email response stating we did in fact have the keys personally delivered to himOther than that, the other issues Mr*** has I can not say anything different nor can I do anything about it now, but I have met our guidelines for closing a clients account Please take into consideration no matter how I have explained this to Mr*** that possibly because of this misunderstanding with his new manager about the manner in which the keys were returned to him may give you an idea there could be even the slightest chance the same kind of thing happened with his other complaints These kinds of misunderstandings is how we got to this point to begin with I do not believe it is right that his complaints will negatively affect our business even though we have done what is promised and he continues to disagree and/or misunderstand and there is nothing we can do to convince him otherwise

Mr***, As I explained in an email earlier this morning, I thought I responded to your email about the transfer of funds and explained when the final checks and accounting would take placeApparently, the email did not go through because of a problem with the *** server and at the same time
we were relocating our office, which also could have had something to do with the installation of our new office networkWhen I searched for my email response to you after receiving the Revdex.com complaint, I saw an outdated version of that email in my draft folderI take blame in part for not confirming my email did in fact get sentAlthough we are not in the habit of turning away business, Randy felt it was in our best interest to terminate due to a recent issue about a contractorPlease keep in mind, you specifically requested this contractor to perform services for your propertyYou asked for pictures after work was completed and we sent them to youYou insisted the pictures were not of your houseAs it turned out, you realized after we emailed another set of pictures, you were wrong and the pictures originally sent were in fact of your propertyThere was not a problem with the contractors services and there was not a problem with our servicesDuring the years of managing your property, there have been some misunderstandings regarding the monthly statements, charges incurred from repairs, 1099's and a small number of owner's draws that were late due to mail delaysYour emails are typically ornery, which I have learned to deal with over the years, but Randy felt like we should not have to anymoreBefore releasing final funds to clients, we reconcile our bank account and perform an audit of the clients accounting to ensure there are not any errorsIf we release them too soon and find there was an outstanding payment due or some other error, chances are pretty good we would not be able to easily rectify the discrepancy and would have to use other measures to collect the balanceWe did send you days notice to terminate the management agreementThe notice was sent in the middle of August which would mean management services would end on September 30, Since closing an account does take a little longer typically we would send the closing statement and funds by October 31, and no sooner than October 15, We have not charged you for September and agreed to release management on September 1st, but that does not mean we would be able to release the funds immediately to you as I explained aboveI would also like to mention, as you know, owners draws are paid in arrears as stated in our contractOn or before the 15th of the month, we send out statements and funds to owners (for the previous month)Based on this, even as of today, your August rental draw is only days lateSince I thought I had sent the email to you on or just before the 15th of this month, I didn't realize there was a problemHad you just tried to contact us by phone or sent a follow up email, we could have avoided all of thisAs you have know, on many occasions in the past we have sent you emails that went to your "spam" or "junk folder" only to realize at a later date we did in fact respondThis time that wasn't the case, but it would be reasonable to assume possibly the same thing happened with the email you sent us instead of jumping to conclusions that we are unnecessarily withholding your funds, trying to ignore you or worse yet trying keep the funds for ourselvesAfter years of providing property management services for you, I would think you would realize we would not risk our business or livelihood for $We have been in business for over years now and bought the company from another realtor who also had it for many years and we are not a "fly by night" companyI have attached all paperwork your new management company may need to your Owners Portal, which you can still access until I close your accountI will send the lease to your new manager today and if you want him to have any of the other documents, you may forward to him as you deem necessaryPlease make sure to save any documents on your end so you can access them as needed in case you are not able to retrieve them from your portal in the futureIt is unfortunate this business relationship had to end like this and that we now have a mark on our Revdex.com record from a clientIn the future I would suggest doing some following up before assuming the worst and trying to ruin someone's livelihoodHopefully, any potential clients reviewing us through Revdex.com will see there must be a pretty good reason why we gave you notice and consider that when reading your reviewSincerely, Rachel *H*** Property Manager and Co-Owner of Gold Key Management

Better Bus***s Bureau:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. I received the rent check on Sep 28th which was days past the management contract deadline. My new agent received the tenant's' security deposit on Oct which is days after Gold Key emailed the tenant that we had the deposit. The keys were never mailed as she once claimed nor were they dropped off as she now claims. My new agent picked up the keys himself. As far as I am concerned this issue is closed and I no longer desire to have any contact with these people. Since last Saturday all emails from them go to "trash."
[Provide details of why you are not satisfied with this resolution.]
Regards,

I am rejecting this response because: No one at the facility discovered the illness In fact, I did discover it when I picked her up The vet had not seen The vet did not offer treatment The vet told me she could not examine the dog and the dog would need to be sedated to be examined Sedation was not needed Panalog cream for the razor burn caused by the groomer and a medicated ear wash for the infection - assume caused by the groomer getting water in her ears - could have been dispensed at that time Instead, the vet gave me tramadol pills, more than enough pain medication to get the dog home to my vet hours away The vet knew that I would pick up the animal that day All anyone there had to do was to check on the dog in the morning, notice her condition and then treat her or contact me for permission to treat her and she would have been on her way to recovery long before I picked her up You flat out neglected her She is blind and deaf and she was ignored You can blame me and my travel plans for not treating the dog, but the vet didn't offer treatment She requested sedation The dog is years old and would have needed a full blood panel to know if sedation was even safe.The vet is young and inexperienced This is a teaching moment, not a time for excuses And please do not have the audacity to blame me or the dog YOU AND YOUR STAFF FAILED Do I really have to do your job for you??? Make it a procedure to CHECK the dog before the customer comes to pick it up, especially after a week No surprised for you or the client And teach the vet to be able to examine the animal without sedation Geez She's an old dog and doesn't bite, and we had NO PROBLEM examining her without sedation And no, I did not keep giving her tramadol after the pill the vet gave her She didn't need pain medication She needed treatment for razor burn and an bad ear infection - neither of which she had when she was given over to you

Bear Creek is not saying that *** *** did not had a case of moist dermatitis when customer took her home, our internal review
of her case showed that lesion developed sometimes between that Friday and Monday .*** *** was discharged on MondayCustomer was offered to take care of illness , but due to her travel plans she chose to go to her local veterinarian, Customer was dispensed pain medicines at no cost to address pain until she gets to see her local vetPets can develop illnesses while in boarding facilities but it does not mean Boarding facility caused illnessAs soon illness was discovered, treatment was discussed with customer by doctor on duty which she declined due to her travel plans

Bear Creek Vet did its internal investigation into the complaint and did not find lack of standard of careWe will contact owner with details of our findings