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 place. Apparently, 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 network. When I searched for my email response to you after receiving the Revdex.com complaint, I saw an outdated version of that email in my draft folder. I take blame in part for not confirming my email did in fact get sent. Although 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 contractor. Please keep in mind, you specifically requested this contractor to perform services for your property. You asked for pictures after work was completed and we sent them to you. You insisted the pictures were not of your house. As 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 property. There was not a problem with the contractors services and there was not a problem with our services. During the 12 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 delays. Your emails are typically ornery, which I have learned to deal with over the years, but Randy felt like we should not have to anymore. Before releasing final funds to clients, we reconcile our bank account and perform an audit of the clients accounting to ensure there are not any errors. If 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 balance. We did send you 30 days notice to terminate the management agreement. The notice was sent in the middle of August which would mean management services would end on September 30, 2016. Since closing an account does take a little longer typically we would send the closing statement and funds by October 31, 2016 and no sooner than October 15, 2016. 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 above. I would also like to mention, as you know, owners draws are paid in arrears as stated in our contract. On 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 2016 rental draw is only 4 days late. Since 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 problem. Had you just tried to contact us by phone or sent a follow up email, we could have avoided all of this. As 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 respond. This 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 ourselves. After 12 years of providing property management services for you, I would think you would realize we would not risk our business or livelihood for $2300. We have been in business for over 23 years now and bought the company from another realtor who also had it for many years and we are not a "fly by night" company. I have attached all paperwork your new management company may need to your Owners Portal, which you can still access until I close your account. I 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 necessary. Please 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 future. It is unfortunate this business relationship had to end like this and that we now have a mark on our Revdex.com record from a client. In the future I would suggest doing some following up before assuming the worst and trying to ruin someone's livelihood. Hopefully, 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 review. Sincerely, Rachel *. H[redacted] Property Manager and Co-Owner of Gold Key Management

Better Bus[redacted]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 13 days past the management contract deadline.  My new agent received the tenant's' security deposit on Oct 8 which is 38 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,

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