StoneForest Real Estate Services LLC

Complaint: ***
I am rejecting this response because: *** *** liesThere was no precipitation on Monday, July 28th
See:
http://www.***
This data is generated form the *** *** *** *** *** data setsIt didn't start raining until Tuesday, July 29thThis *** that Stone Forest LLC had 24-hours to tarp the roof in order to mitigate the leak before it got out of controlThey ignored my request to fix the roofIt was not wetThey have enough maintenance and support staff to have tarped the roof within a couple of hoursThis negligent act caused immense damage to my home
Regards,
*** ***

***,
Please see our response below for the complaint received on Wednesday August 20th, 2014.
I would, first, like to start off letting Mr*** know we are sorry that he has had to experience damage to his propertyOur goal has been and will be to make
sure we move as quickly and responsively as possible to make sure we have done everything within our power to remedy the situation StoneForest works very hard to provide a quality service and we think the A+ ranking on the Revdex.com and zero customer complaints up to this point in our history speaks to the level we provide
Below is an outline of the events that unfolded and how StoneForest attempted to mitigate the damages related to the water leak brought to StoneForests’ attention on Monday July 28th,
• StoneForest received a call on July 28, from *** *** *** stating that Mr*** left them a voicemail Sunday July 27th regarding his roof leakMr*** called StoneForest shortly after the *** company and notified us of the roof leak as well.
• Even upon the initial phone call Mr*** was extremely agitated at the situation and demanded that the Association have a roofer come immediately to his residence to repair the leak or he would be pursuing legal avenues due to StoneForest neglect The phone calls continued through the day Monday July 28th with increasing aggravation from Mr*** until due to the verbal berating that was being directed at my staff I (*** ***) asked that all phone calls from Mr*** be sent to myself
• Directly after receiving the call, StoneForest staff called *** Roofing right away to see about having one of their technicians visit the property to determine what the cause was and a plan for repair ***’s technician was onsite the same day (Monday July 28th, 2014)
• Due to rain (no one is able to get on a wet roof), *** was unable to make repairs or tarp the leak due to the issue being within the flashing until Thursday 7/31/(See attached letter from ***)
• *** was out on Tuesday July 29, with *** adjuster, *** ***, and *** offered equipment to help protect his computer software and Mr*** refused*** also suggested that Mr*** move his computer software to prevent damage and Mr*** also declinedUnfortunately, if these suggestions would have been followed the overall damage to Mr.*** unit would have been minimal and easily repaired once the leak was able to be fixed (See letter attached from *** *** adjustor *** ***)
• While at Mr***’s unit, Mr*** mentioned to *** employees present and *** *** that he noticed discoloration on his ceiling prior (roughly days) and that he didn’t notify StoneForest of the issue until Monday July 28.
• Once the rain had stopped on Thursday early morning (7/31/14) *** was onsite at Mr*** unit to repair the roof because the rain had stopped and a repair was now possible.
• While *** was onsite finishing the repair, *** *** from StoneForest called Mr*** to setup a walkthrough of his unit to determine damage and to arrange for repairs to be made During the call Mr*** informed StoneForest that he had already hired another company to repair his interior due to negligence on StoneForest part and not responding in time *** *** informed Mr*** that vendors were hired by the association and that any decisions to hire outside companies could result in the unit owner being responsible for payment to those vendors At this time during the conversation Mr*** informed StoneForest that he would not be allowing anyone from the Association, StoneForest or any vendor from the association into his unit
• *** *** spoke with Mr*** on 7/31/at 5:25PM and Mr*** said and confirmed that he was refusing help of the associationUnfortunately, there are occasionally conversations that are both unsuccessful and inappropriate, these conversations were a regular occurrence with Mr*** and needed to come to an end *** *** told Mr*** that he had to get going and asked for him to confirm that he was denying the help of the associationMr*** confirmed and *** said thanks, have a good day, bye and then hung upThree office personnel were present for the conversation and can verify the end of the conversation if needed.
A couple clarifying remarks to help create an understanding of the situation
1.) The HOA dues are paid to the *** *** Association, not StoneForest StoneForest receives a management fee for the work done but it is a small percentage of the total paid to the *** association on a monthly basis
2.) While *** *** did mention to Mr*** that roofers were extremely busy due to the recent hail storm experienced by Fort Collins, StoneForest was still able to call in favors to get the issue resolved as soon as weather made it possible.
3.) Mr*** claim that StoneForest did not even take the simplest step in informing the *** company is true*** *** *** contact StoneForest immediately prior to the call we received from Mr*** informing us of the leakThese calls were both received on the morning of Monday July 28th
4.) StoneForest has stayed in touch with the Associations Board of Directors, specifically *** *** (President)The board has been in agreement with all decisions made by StoneForest to remedy the situation
Overall, while the event has been unfortunate, we at StoneForest feel we were able to respond and ultimately solve the issue (that we were allowed to fix) at Mr***’s unit in a timely manner
*** ***