Mr[redacted] request for resolution was as follows:
class="MsoNormal" "margin: 0px">Fully inspect the leak in the roof and around the window frameHave it tested for mold and produce a certificate showing the resultsRepair the leak ASAP before the problems get worse.
We were successful in getting the appropriate maintenance personnel to Mr[redacted] unit This was in process prior to the complaint that was filed with the Revdex.com, but was not consistent with the timeline that Mr[redacted] believed to be appropriate. The leak has been corrected, and as such any potential for bacterial growth has been eliminated. At this moment we are unable to provide a mold clearance as we have been waiting for significant rain to determine if the leak will reappear. Recent rains, including rain from last week did not result in a leak (at least not that we have been notified of by Mr[redacted]), and as such we are approaching the Association's Board of Directors for approval to engage a vendor to test for mold
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the refund check to be processed and sent to me, I have already sent these documents to the business at 1600 CST on 4 Jan 16. This complaint will be considered resolved when the refund check has been delivered to the correct mailing address of mine.
Regards,
[redacted]
Revdex.com:
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. For your reference, details of the offer I reviewed appear below.
I also work in the cus[redacted]er service business and know how
important it is to keep stakeholders, customers and clients informed.
This is why I'm complaining about Helm's negligence. I would very much
like it to improve – especially if they continue to manage our HOA. I think I’ve been very patient with our
situation. Timeline provided:
*June 27 – HOA President (not Helm) confirmed shipment of
replacement solar panels. She
coordinated this, not Helm.
*July 6 – received panels.
During the month of July, Helm tried to find another company
to replace the panels.
*Aug 5 – HOA meeting.
[redacted] said he couldn’t find another company to swap the existing panels
and that [redacted] was the only one willing to do it. My husband and I agreed that we just wanted the panels fixed
and [redacted] would be fine.
After not hearing anything the entire month of August after
the HOA meeting, my husband called [redacted] the first week of September
inquiring about the repair.
*Sept 9 – [redacted] emailed my husband to set up a time for
repairs.
*Sept 16 – [redacted] came out to replace some of the non-working
panels.
I understand Helm wanted to do more research, but more than
a month passed between our agreeing to go with [redacted] and Helm actually
attempting to schedule the repair.
[redacted] didn’t have enough panels to replace all the bad ones
on our house, so Helm worked to get more.
They did and, because we were unavailable, they repaired the other
houses that were having similar issues.
We tried to coordinate to have our house completed, but Helm wasn’t
responsive to our inquiries.
*Oct 14 – next HOA meeting. When we still didn’t have a helpful response, we asked the
board at the HOA meeting to pay 1/3 of our electric bill (July-Sept) that would
have been covered by our solar panels.
[redacted] said that was a “reasonable request” in front of all the board
members.
After [redacted] said it would require an Executive Meeting, the
HOA President dismissed the request.
At this meeting, another homeowner couple complained about
Helm’s customer service – particularly Helm’s not returning phone calls.
*Nov 13 – solar panel replacement finally completed. Scheduling frustrations previously
stated in initial complaints.
*Dec 2 – latest HOA meeting. We received no notification about the board having held an
Executive Meeting, so we asked at the HOA meeting. Apparently, they held one when my husband couldn’t make a
separate board meeting (Nov 19) and didn’t feel it was important to notify us.
I would like official notification of which board members
attended and actually voted. [redacted]
also said they inquired with an attorney and could draft a letter stating what
was discussed and the reasoning the lawyer provided. I would still like the offered letter from the attorney and
a formal notice from the board that sufficient members attended the Executive
Meeting and voted. I do not thing
an “oh-by-the-way” at an HOA meeting is appropriate. If homeowners present something of this nature to the board,
and the matter isn’t addressed at the meeting, then they should receive the
courtesy of timely results. They
should receive notice of results.
Given that Helm’s initial response to my initial complaint
held so many inaccuracies regarding dates and services proves the point of poor
customer service. They do not appear
to properly take notes at meetings.
Nor do they appear to have their records in order. I have emails from them backing all
these dates.
Helm also has a discrepancy with their voicemail that they
need to address. The business
cards they hand out don’t have the personal phone extensions listed. Personal extensions only appear in the
signature lines of their emails.
If you call and don’t know the person’s extension, your voicemail goes
to a general voicemail that no one checks. Calls are not returned. This has been part of the scheduling frustration. They scheduled repairs for the day I
had surgery and we left several messages [redacted] didn’t receive. I doubt we’re the only ones.
We’ve been very patient with Helm. We’ve exhausted all other means to
address these concerns.
Regards,
[redacted]
Your matter was brought to [redacted]'s attention and he has emailed you the documents that need to be signed so we can get this processed for you.
You should have it in your email now - please send that back ASAP.
Also, in that email verify the...
address for your cancellation check.If for any reason you do not have the documents to sign - or need anything else - contact me.
[redacted]
General Manager
[redacted]
[A default letter is provided here which indicates your acceptance of the...
business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
After researching it seems my team has been in contact with you already. Your Finance Manager [redacted] and I will council Your salesperson. We thank you for your business
We have made all of the corrective actions to Mr. [redacted]'s truck that has been requested of us. The Vehicle was purchased on April 5th. All of the Registration, title work and Lienholder as well as payoff information has been fulfilled. Unfortunately providing a new truck or...
completely reversing the deal is no t a viable option. The Truck will be returned to you today in proper condition. Please not that as a courtesy we have provided transportation for you during this time of getting your issues corrected. Switching out trucks or voiding the deal is not an options. There has been only cosmetic issues we are working very diligently to correct for you. We will work with Ford to attempt to provide a maintenance plan like you are requesting. [redacted] and I will work together on this today.
My vehicle had significant damage to the fender upon unloading. The carrier lied about the damage and later agreed to pay cash for the damage while still proclaiming his innocence.
It was understood later after filling out a police report, that my vehicle was allowed to free-fall from the rear of the carrier where it jumped a small median and hit a post.
While explaining this to a representative at Diamond Express, the individual lost their temper and began shouting.
There was additional unforeseen damage to the underside of my vehicle from this incident.
I attempted to reach you by phone and respond to your email with no response. Our team made the best attempt possible to secure the best financing options for you, as you state it ultimately turned out better to go with the Credit Union. When purchasing a car the inquiries on the...
same day are treated as one inquiry. We do appreciate your business and would welcome further discussion on this matter. My Direct line is [redacted], General Manager, Rivertown Ford
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Yes sir's .. We will be there around 1pm to drop off the loaner and pick up our truck. Please understand that this is not aimed at Mr.[redacted] or Mr[redacted] or anyone else .Unfortunately this has all came to a boil cause of the work of the repair personal . Our only option too have the repairs done had too go threw the dealership which was beyond our control . Thank you all for resolving this matter
The damage on the car is pre-existing from quite some time ago, the Front grill has been cracked in several places and the brackets and bumper are misshapen from an impact that happened well before it came here for recall work on the transmission. Rivertown Ford did not...
damage or work on the area you are concerned with. Had we caused the damage we would have certainly done the right thing and repaired it, however as we did not cause the damage nor did the scope of work on this visit require us to alter the front bumper and grill, we are not responsible for the repair of existing damage on your vehicle
Even though you did not do business with us on your transaction, we believe in doing the right thing.
[redacted] has been repremanded and as a good will gesture will be contacting ou to get your info so we can get a check out to you.
Thanks,
[redacted]
General...
Revdex.com:
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. For your reference, details of the offer I reviewed appear below.
Poor customer service and poor communication are valid
complaints against a business and those are the heart of my complaints with
Helm Management Co, not the HOA. I
had to repeatedly request updates for maintenance. Not all of my emails were answered. For a long-term, ongoing, sizable
maintenance situation like this, good customer service would involve Helm
contacting me with updates, not my having to pester them on a weekly/monthly
basis.
The history of the solar panel problem is irrelevant to this
complaint. Every home in the
community, 77 units, still has these solar panels installed. The initial replacement panels were
delivered to our house early July and sat in our garage until September 16,
when they were installed two and a half months later. [redacted] realized they didn’t have
enough replacement panels, so Helm got more. Helm’s statement that the initial repair took place in
October is incorrect. I have email
confirmation from Helm scheduling the first repair. In order to schedule the first repair, we voiced receipt of
the panels via email to the HOA President early July and again at the August 5
HOA meeting. We followed up with
phone calls and finally got a follow up email from [redacted] September 4. After another email to her on Sept 6,
she replied Sept 9 to schedule repairs for Sept 16.
While our HOA President is reluctant to hold a property
management company accountable for their actions or inactions, that’s an issue
for the next HOA meeting and not part of this complaint. I understand she wants to support Helm
since she recommended them and arranged that they become the property managers
for our community.
While [redacted] fraudulently charged the HOA for the first visit
one year ago (when they didn’t do what they claimed they would), that’s a
problem we voiced with the HOA, who still paid for services not performed. This complaint is not about [redacted], but
Helm’s slow response to schedule repairs and keep us informed. We advised Helm of the [redacted] issues,
but just wanted our panels fixed and agreed to go with [redacted] since they were
the only company willing to perform the repair. The decision to go with [redacted] was made far earlier than
October, when we got the first batch of replacement panels, which the HOA
President coordinated, not Helm.
We never cancelled the morning of an appointment with [redacted].
That statement is untrue. Once,
[redacted] showed up unscheduled when they broke corner tiles on our roof during the
initial repair and weren’t forthcoming about it. They wanted to fix them without anyone knowing. [redacted] and I were asked at the last two
board meetings (Aug 5, Oct 14) when we had availability and our responses were
always Friday afternoons, given that we both work full time. [redacted] specifically asked October 14, at
the end of the last board meeting, in front of all the board members, including
the HOA President, when [redacted] was available, and [redacted] replied “Friday
afternoons.” Helm doesn’t seem to
check their voicemail regularly, nor return calls. Two homeowners came to the last meeting to complain
specifically about Helm not returning correspondence. This is why we notified them a week ahead of time when we
had two whole weeks wide open for scheduling. During this time, I emailed [redacted] almost every day for an
update and received three vague replies that she “would have to check with
[redacted].” Again, they don’t seem to
communicate well and cus[redacted]er service was very poor regarding this matter. At one point during the second week,
after inquiring with [redacted], I received a reply indicating he didn’t know if they
were going to fix the panels or not, which came as a surprise to my husband and
I. I do not trust Helm with access
to my house when I’m not home when they can’t provide a courtesy follow up
without several inquiries from me.
The light between the garages of [redacted] and [redacted] is still tagged with a bright orange streamer and hasn’t worked for
the past three months. It was
tagged during the Sept 16 panel installation.
I have been attending the meetings for the past year as a
result of the solar panel problem and community nuisance that wasn’t part of
this complaint. Hardly any
information has been released about the lawsuit and that’s been a completely
separate issue from getting our panels fixed. The lawsuit does not pertain to this complaint at all.
The board did not make a decision regarding the
reimbursement. They discussed
having an Executive Meeting, but that did not take place. The HOA President dismissed it and it
was not discussed. If an Executive
Meeting took place, we should have been notified of the result. We have received no notification. Again, that’s a complaint for the next HOA
meeting, not a complaint against Helm.
Helm has made another false statement regarding the Executive Meeting.
Poor customer service warrants a complaint to the Revdex.com when
reasonable attempts for resolution are ineffective. Perhaps Helm Management and [redacted] need to re-read my
initial complaint. Their efforts
to dismiss this complaint emphasize their lack of professionalism.
Regards,
[redacted]
Our reply is attached.
Revdex.com Complaint Response - In response to [redacted] complaint to The Helm Management Co.
SUMMARY RESPONSE:
The Helm Management Co. is the managing Agent for the [redacted]...
[redacted]. We did notbuild the community, nor have we had any direct responsibility for the current failure of solar panelsinstalled on the homes due to their manufacturing deficiencies. Any loss of use or financialcompensation for the same will not be paid by our firm, and to date has not been approved by theAssociation either. We provide the following information to detail our response to the complaint in twoparts – the first part is from our management staff, and the second part is directly from the President ofBoard of Directors of The Association.FROM MANAGEMENT:
The solar panels installed at [redacted] where [redacted] lives were recalled twice in 2012-2014 andsubsequently discontinued after the panels would catch fire and caused damage to homes whereinstalled. They were determined to be a safety hazard. The manufacturer went bankrupt and there areno comparable panels that are available on the market.
Following the beginning of our management services on July 1, 2015 we met with the Board of Directorsfor the [redacted], during which [redacted] and co-owner [redacted] objected to thecompany which the Association’s Board had approved to complete solar panel repairs and supplyreplacement panels, [redacted]. [redacted] and [redacted] from The Helm interviewed multiple solarvendors to find an alternate resource for the repairs; however none would agree to be involved withthese specific panels due to the recall. This was a time consuming project in which we kept the Boardup to date on regularly. The decision was made in October to move forward with [redacted]and we immediately scheduled a date to come out and replace the panels. Unfortunately, due to thedelays there were no longer enough panels available to finish the project. [redacted] and [redacted] bothimmediately tried to source more panels. This again took time because none have been in productionor available.
A few panels were sourced, and [redacted] tried repeatedly to schedule dates with [redacted] and [redacted].They once cancelled the morning of the appointment and were inflexible with scheduling when [redacted]had availability. The two weeks they had available were not options for the installer and [redacted]responded to [redacted]’s regular correspondence. When a date was finally agreed upon, [redacted] requestedthat the appointment only be in the afternoon or during three different times of that particular Fridayand would not allow anyone access to the garage in their absence because they have large dogs.Unfortunately, these restrictions caused additional delay in order to get the repairs completed.
Regarding the light, [redacted] has hired a third party vendor to regularly inspect and repair lights onthe property. When reports come into our office, [redacted] contacts the vendor to report the problem.Their contract does not require them to do daily inspections and/or repairs. To our knowledge the repairhas been made but we will follow up accordingly. All other maintenance requests coming to our officehave been resolved in a timely manner.
Regarding the money that [redacted] is requesting for reimbursement. The Board discussed it briefly at theirlast meeting and they determined that no reimbursement would be issued at this time, but theAssociation has requested a legal opinion as how best to proceed with requests related toreimbursement for the lost solar electricity generation.
The final decision has not yet been reached and will only be a decision by the Association and not themanagement company. Additionally, [redacted] is named in a class action lawsuit regarding thepanels and a settlement is forthcoming. Details have not yet been released but because [redacted] attendsthe Board meetings, she should be well aware of this additional information regarding full resolution forthe installed panels.
FROM THE BOARD OF DIRECTORS – [redacted], PRESIDENT:
As the President of the [redacted] I would like to relay some information regardingthe above complaint.
First of all, our contract with Helm as the management company did not go into effect until July, 1st of2015. Changing management companies is a process that takes a little bit of time. The homeowner iscorrect that we authorized the repair in June but we had to track down the panels as the system wehave has a recall and the panels are not readily available. At the August 2015 meeting, the homeownerand her husband wanted to wait to do the repairs until we found a different installation company. Helmwas unable to find another company and we had to go with the original bid. Again this took some time.This was discussed at the October meeting and approved. Then Helm had to coordinate with theinstallation company and the homeowner. Just because the homeowner had a two week window didnot mean the installation company was available.
I know that the situation was not ideal but did not warrant a complaint to the Revdex.com.
The work has been completed on the solar panels. As far as the other complaints Helm has to learn allof our vendors and work with them to get them in line with the contractual obligations. Which I havethe utmost confidence will happen.
This situation was already in process. We had to research and see exactly what happened here.
We have a check already being processed for him for the Taxes he paid registering in AL.
Thanks
Mr. [redacted] told me I had 72 hrs to bring the car back. As I said in my 1st statement he even told me to bring it...
back by Friday because he was off Thursday...I talked to Mr. [redacted] and he denied he told me that.. I do not have anything in writing. I relied on the so-called integrity of the sales person and the dealership. That was my 1st mistake!
I do not want to give up this opportunity to let seniors and other potential customers to be aware of the deceitful practices of this dealership!
What do I do next?
Revdex.com:
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. For your reference, details of the offer I reviewed appear below.
I also work in the cus[redacted]er service business and know how
important it is to keep stakeholders, customers and clients informed.
This is why I'm complaining about Helm's negligence. I would very much
like it to improve – especially if they continue to manage our HOA. I think I’ve been very patient with our
situation. Timeline provided:
*June 27 – HOA President (not Helm) confirmed shipment of
replacement solar panels. She
coordinated this, not Helm.
*July 6 – received panels.
During the month of July, Helm tried to find another company
to replace the panels.
*Aug 5 – HOA meeting.
[redacted] said he couldn’t find another company to swap the existing panels
and that [redacted] was the only one willing to do it. My husband and I agreed that we just wanted the panels fixed
and [redacted] would be fine.
After not hearing anything the entire month of August after
the HOA meeting, my husband called [redacted] the first week of September
inquiring about the repair.
*Sept 9 – [redacted] emailed my husband to set up a time for
repairs.
*Sept 16 – [redacted] came out to replace some of the non-working
panels.
I understand Helm wanted to do more research, but more than
a month passed between our agreeing to go with [redacted] and Helm actually
attempting to schedule the repair.
[redacted] didn’t have enough panels to replace all the bad ones
on our house, so Helm worked to get more.
They did and, because we were unavailable, they repaired the other
houses that were having similar issues.
We tried to coordinate to have our house completed, but Helm wasn’t
responsive to our inquiries.
*Oct 14 – next HOA meeting. When we still didn’t have a helpful response, we asked the
board at the HOA meeting to pay 1/3 of our electric bill (July-Sept) that would
have been covered by our solar panels.
[redacted] said that was a “reasonable request” in front of all the board
members.
After [redacted] said it would require an Executive Meeting, the
HOA President dismissed the request.
At this meeting, another homeowner couple complained about
Helm’s customer service – particularly Helm’s not returning phone calls.
*Nov 13 – solar panel replacement finally completed. Scheduling frustrations previously
stated in initial complaints.
*Dec 2 – latest HOA meeting. We received no notification about the board having held an
Executive Meeting, so we asked at the HOA meeting. Apparently, they held one when my husband couldn’t make a
separate board meeting (Nov 19) and didn’t feel it was important to notify us.
I would like official notification of which board members
attended and actually voted. [redacted]
also said they inquired with an attorney and could draft a letter stating what
was discussed and the reasoning the lawyer provided. I would still like the offered letter from the attorney and
a formal notice from the board that sufficient members attended the Executive
Meeting and voted. I do not thing
an “oh-by-the-way” at an HOA meeting is appropriate. If homeowners present something of this nature to the board,
and the matter isn’t addressed at the meeting, then they should receive the
courtesy of timely results. They
should receive notice of results.
Given that Helm’s initial response to my initial complaint
held so many inaccuracies regarding dates and services proves the point of poor
customer service. They do not appear
to properly take notes at meetings.
Nor do they appear to have their records in order. I have emails from them backing all
these dates.
Helm also has a discrepancy with their voicemail that they
need to address. The business
cards they hand out don’t have the personal phone extensions listed. Personal extensions only appear in the
signature lines of their emails.
If you call and don’t know the person’s extension, your voicemail goes
to a general voicemail that no one checks. Calls are not returned. This has been part of the scheduling frustration. They scheduled repairs for the day I
had surgery and we left several messages [redacted] didn’t receive. I doubt we’re the only ones.
We’ve been very patient with Helm. We’ve exhausted all other means to
address these concerns.
Regards,
[redacted]
I bought a 2013 cad with a bad tire they said it was good but the other tire place said they should have replace it I had a time trying to get them pay for a new one had to go through the ins. I had did not wont to pay for it.
Mr[redacted] request for resolution was as follows:
class="MsoNormal" "margin: 0px">Fully inspect the leak in the roof and around the window frameHave it tested for mold and produce a certificate showing the resultsRepair the leak ASAP before the problems get worse.
We were successful in getting the appropriate maintenance personnel to Mr[redacted] unit This was in process prior to the complaint that was filed with the Revdex.com, but was not consistent with the timeline that Mr[redacted] believed to be appropriate. The leak has been corrected, and as such any potential for bacterial growth has been eliminated. At this moment we are unable to provide a mold clearance as we have been waiting for significant rain to determine if the leak will reappear. Recent rains, including rain from last week did not result in a leak (at least not that we have been notified of by Mr[redacted]), and as such we are approaching the Association's Board of Directors for approval to engage a vendor to test for mold
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the refund check to be processed and sent to me, I have already sent these documents to the business at 1600 CST on 4 Jan 16. This complaint will be considered resolved when the refund check has been delivered to the correct mailing address of mine.
Regards,
[redacted]
Revdex.com:
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. For your reference, details of the offer I reviewed appear below.
I also work in the cus[redacted]er service business and know how
important it is to keep stakeholders, customers and clients informed.
This is why I'm complaining about Helm's negligence. I would very much
like it to improve – especially if they continue to manage our HOA. I think I’ve been very patient with our
situation. Timeline provided:
*June 27 – HOA President (not Helm) confirmed shipment of
replacement solar panels. She
coordinated this, not Helm.
*July 6 – received panels.
During the month of July, Helm tried to find another company
to replace the panels.
*Aug 5 – HOA meeting.
[redacted] said he couldn’t find another company to swap the existing panels
and that [redacted] was the only one willing to do it. My husband and I agreed that we just wanted the panels fixed
and [redacted] would be fine.
After not hearing anything the entire month of August after
the HOA meeting, my husband called [redacted] the first week of September
inquiring about the repair.
*Sept 9 – [redacted] emailed my husband to set up a time for
repairs.
*Sept 16 – [redacted] came out to replace some of the non-working
panels.
I understand Helm wanted to do more research, but more than
a month passed between our agreeing to go with [redacted] and Helm actually
attempting to schedule the repair.
[redacted] didn’t have enough panels to replace all the bad ones
on our house, so Helm worked to get more.
They did and, because we were unavailable, they repaired the other
houses that were having similar issues.
We tried to coordinate to have our house completed, but Helm wasn’t
responsive to our inquiries.
*Oct 14 – next HOA meeting. When we still didn’t have a helpful response, we asked the
board at the HOA meeting to pay 1/3 of our electric bill (July-Sept) that would
have been covered by our solar panels.
[redacted] said that was a “reasonable request” in front of all the board
members.
After [redacted] said it would require an Executive Meeting, the
HOA President dismissed the request.
At this meeting, another homeowner couple complained about
Helm’s customer service – particularly Helm’s not returning phone calls.
*Nov 13 – solar panel replacement finally completed. Scheduling frustrations previously
stated in initial complaints.
*Dec 2 – latest HOA meeting. We received no notification about the board having held an
Executive Meeting, so we asked at the HOA meeting. Apparently, they held one when my husband couldn’t make a
separate board meeting (Nov 19) and didn’t feel it was important to notify us.
I would like official notification of which board members
attended and actually voted. [redacted]
also said they inquired with an attorney and could draft a letter stating what
was discussed and the reasoning the lawyer provided. I would still like the offered letter from the attorney and
a formal notice from the board that sufficient members attended the Executive
Meeting and voted. I do not thing
an “oh-by-the-way” at an HOA meeting is appropriate. If homeowners present something of this nature to the board,
and the matter isn’t addressed at the meeting, then they should receive the
courtesy of timely results. They
should receive notice of results.
Given that Helm’s initial response to my initial complaint
held so many inaccuracies regarding dates and services proves the point of poor
customer service. They do not appear
to properly take notes at meetings.
Nor do they appear to have their records in order. I have emails from them backing all
these dates.
Helm also has a discrepancy with their voicemail that they
need to address. The business
cards they hand out don’t have the personal phone extensions listed. Personal extensions only appear in the
signature lines of their emails.
If you call and don’t know the person’s extension, your voicemail goes
to a general voicemail that no one checks. Calls are not returned. This has been part of the scheduling frustration. They scheduled repairs for the day I
had surgery and we left several messages [redacted] didn’t receive. I doubt we’re the only ones.
We’ve been very patient with Helm. We’ve exhausted all other means to
address these concerns.
Regards,
[redacted]
Mr. [redacted],
Your matter was brought to [redacted]'s attention and he has emailed you the documents that need to be signed so we can get this processed for you.
You should have it in your email now - please send that back ASAP.
Also, in that email verify the...
address for your cancellation check.If for any reason you do not have the documents to sign - or need anything else - contact me.
[redacted]
General Manager
[redacted]
Thank you
[A default letter is provided here which indicates your acceptance of the...
business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
After researching it seems my team has been in contact with you already. Your Finance Manager [redacted] and I will council Your salesperson. We thank you for your business
We have made all of the corrective actions to Mr. [redacted]'s truck that has been requested of us. The Vehicle was purchased on April 5th. All of the Registration, title work and Lienholder as well as payoff information has been fulfilled. Unfortunately providing a new truck or...
completely reversing the deal is no t a viable option. The Truck will be returned to you today in proper condition. Please not that as a courtesy we have provided transportation for you during this time of getting your issues corrected. Switching out trucks or voiding the deal is not an options. There has been only cosmetic issues we are working very diligently to correct for you. We will work with Ford to attempt to provide a maintenance plan like you are requesting. [redacted] and I will work together on this today.
My vehicle had significant damage to the fender upon unloading. The carrier lied about the damage and later agreed to pay cash for the damage while still proclaiming his innocence.
It was understood later after filling out a police report, that my vehicle was allowed to free-fall from the rear of the carrier where it jumped a small median and hit a post.
While explaining this to a representative at Diamond Express, the individual lost their temper and began shouting.
There was additional unforeseen damage to the underside of my vehicle from this incident.
I attempted to reach you by phone and respond to your email with no response. Our team made the best attempt possible to secure the best financing options for you, as you state it ultimately turned out better to go with the Credit Union. When purchasing a car the inquiries on the...
same day are treated as one inquiry. We do appreciate your business and would welcome further discussion on this matter. My Direct line is [redacted], General Manager, Rivertown Ford
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Yes sir's .. We will be there around 1pm to drop off the loaner and pick up our truck. Please understand that this is not aimed at Mr.[redacted] or Mr[redacted] or anyone else .Unfortunately this has all came to a boil cause of the work of the repair personal . Our only option too have the repairs done had too go threw the dealership which was beyond our control . Thank you all for resolving this matter
The damage on the car is pre-existing from quite some time ago, the Front grill has been cracked in several places and the brackets and bumper are misshapen from an impact that happened well before it came here for recall work on the transmission. Rivertown Ford did not...
damage or work on the area you are concerned with. Had we caused the damage we would have certainly done the right thing and repaired it, however as we did not cause the damage nor did the scope of work on this visit require us to alter the front bumper and grill, we are not responsible for the repair of existing damage on your vehicle
Even though you did not do business with us on your transaction, we believe in doing the right thing.
[redacted] has been repremanded and as a good will gesture will be contacting ou to get your info so we can get a check out to you.
Thanks,
[redacted]
General...
Manager
Rivertown Ford
Revdex.com:
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. For your reference, details of the offer I reviewed appear below.
Poor customer service and poor communication are valid
complaints against a business and those are the heart of my complaints with
Helm Management Co, not the HOA. I
had to repeatedly request updates for maintenance. Not all of my emails were answered. For a long-term, ongoing, sizable
maintenance situation like this, good customer service would involve Helm
contacting me with updates, not my having to pester them on a weekly/monthly
basis.
The history of the solar panel problem is irrelevant to this
complaint. Every home in the
community, 77 units, still has these solar panels installed. The initial replacement panels were
delivered to our house early July and sat in our garage until September 16,
when they were installed two and a half months later. [redacted] realized they didn’t have
enough replacement panels, so Helm got more. Helm’s statement that the initial repair took place in
October is incorrect. I have email
confirmation from Helm scheduling the first repair. In order to schedule the first repair, we voiced receipt of
the panels via email to the HOA President early July and again at the August 5
HOA meeting. We followed up with
phone calls and finally got a follow up email from [redacted] September 4. After another email to her on Sept 6,
she replied Sept 9 to schedule repairs for Sept 16.
While our HOA President is reluctant to hold a property
management company accountable for their actions or inactions, that’s an issue
for the next HOA meeting and not part of this complaint. I understand she wants to support Helm
since she recommended them and arranged that they become the property managers
for our community.
While [redacted] fraudulently charged the HOA for the first visit
one year ago (when they didn’t do what they claimed they would), that’s a
problem we voiced with the HOA, who still paid for services not performed. This complaint is not about [redacted], but
Helm’s slow response to schedule repairs and keep us informed. We advised Helm of the [redacted] issues,
but just wanted our panels fixed and agreed to go with [redacted] since they were
the only company willing to perform the repair. The decision to go with [redacted] was made far earlier than
October, when we got the first batch of replacement panels, which the HOA
President coordinated, not Helm.
We never cancelled the morning of an appointment with [redacted].
That statement is untrue. Once,
[redacted] showed up unscheduled when they broke corner tiles on our roof during the
initial repair and weren’t forthcoming about it. They wanted to fix them without anyone knowing. [redacted] and I were asked at the last two
board meetings (Aug 5, Oct 14) when we had availability and our responses were
always Friday afternoons, given that we both work full time. [redacted] specifically asked October 14, at
the end of the last board meeting, in front of all the board members, including
the HOA President, when [redacted] was available, and [redacted] replied “Friday
afternoons.” Helm doesn’t seem to
check their voicemail regularly, nor return calls. Two homeowners came to the last meeting to complain
specifically about Helm not returning correspondence. This is why we notified them a week ahead of time when we
had two whole weeks wide open for scheduling. During this time, I emailed [redacted] almost every day for an
update and received three vague replies that she “would have to check with
[redacted].” Again, they don’t seem to
communicate well and cus[redacted]er service was very poor regarding this matter. At one point during the second week,
after inquiring with [redacted], I received a reply indicating he didn’t know if they
were going to fix the panels or not, which came as a surprise to my husband and
I. I do not trust Helm with access
to my house when I’m not home when they can’t provide a courtesy follow up
without several inquiries from me.
The light between the garages of [redacted] and [redacted] is still tagged with a bright orange streamer and hasn’t worked for
the past three months. It was
tagged during the Sept 16 panel installation.
I have been attending the meetings for the past year as a
result of the solar panel problem and community nuisance that wasn’t part of
this complaint. Hardly any
information has been released about the lawsuit and that’s been a completely
separate issue from getting our panels fixed. The lawsuit does not pertain to this complaint at all.
The board did not make a decision regarding the
reimbursement. They discussed
having an Executive Meeting, but that did not take place. The HOA President dismissed it and it
was not discussed. If an Executive
Meeting took place, we should have been notified of the result. We have received no notification. Again, that’s a complaint for the next HOA
meeting, not a complaint against Helm.
Helm has made another false statement regarding the Executive Meeting.
Poor customer service warrants a complaint to the Revdex.com when
reasonable attempts for resolution are ineffective. Perhaps Helm Management and [redacted] need to re-read my
initial complaint. Their efforts
to dismiss this complaint emphasize their lack of professionalism.
Regards,
[redacted]
Our reply is attached.
Revdex.com Complaint Response - In response to [redacted] complaint to The Helm Management Co.
SUMMARY RESPONSE:
The Helm Management Co. is the managing Agent for the [redacted]...
[redacted]. We did notbuild the community, nor have we had any direct responsibility for the current failure of solar panelsinstalled on the homes due to their manufacturing deficiencies. Any loss of use or financialcompensation for the same will not be paid by our firm, and to date has not been approved by theAssociation either. We provide the following information to detail our response to the complaint in twoparts – the first part is from our management staff, and the second part is directly from the President ofBoard of Directors of The Association.FROM MANAGEMENT:
The solar panels installed at [redacted] where [redacted] lives were recalled twice in 2012-2014 andsubsequently discontinued after the panels would catch fire and caused damage to homes whereinstalled. They were determined to be a safety hazard. The manufacturer went bankrupt and there areno comparable panels that are available on the market.
Following the beginning of our management services on July 1, 2015 we met with the Board of Directorsfor the [redacted], during which [redacted] and co-owner [redacted] objected to thecompany which the Association’s Board had approved to complete solar panel repairs and supplyreplacement panels, [redacted]. [redacted] and [redacted] from The Helm interviewed multiple solarvendors to find an alternate resource for the repairs; however none would agree to be involved withthese specific panels due to the recall. This was a time consuming project in which we kept the Boardup to date on regularly. The decision was made in October to move forward with [redacted]and we immediately scheduled a date to come out and replace the panels. Unfortunately, due to thedelays there were no longer enough panels available to finish the project. [redacted] and [redacted] bothimmediately tried to source more panels. This again took time because none have been in productionor available.
A few panels were sourced, and [redacted] tried repeatedly to schedule dates with [redacted] and [redacted].They once cancelled the morning of the appointment and were inflexible with scheduling when [redacted]had availability. The two weeks they had available were not options for the installer and [redacted]responded to [redacted]’s regular correspondence. When a date was finally agreed upon, [redacted] requestedthat the appointment only be in the afternoon or during three different times of that particular Fridayand would not allow anyone access to the garage in their absence because they have large dogs.Unfortunately, these restrictions caused additional delay in order to get the repairs completed.
Regarding the light, [redacted] has hired a third party vendor to regularly inspect and repair lights onthe property. When reports come into our office, [redacted] contacts the vendor to report the problem.Their contract does not require them to do daily inspections and/or repairs. To our knowledge the repairhas been made but we will follow up accordingly. All other maintenance requests coming to our officehave been resolved in a timely manner.
Regarding the money that [redacted] is requesting for reimbursement. The Board discussed it briefly at theirlast meeting and they determined that no reimbursement would be issued at this time, but theAssociation has requested a legal opinion as how best to proceed with requests related toreimbursement for the lost solar electricity generation.
The final decision has not yet been reached and will only be a decision by the Association and not themanagement company. Additionally, [redacted] is named in a class action lawsuit regarding thepanels and a settlement is forthcoming. Details have not yet been released but because [redacted] attendsthe Board meetings, she should be well aware of this additional information regarding full resolution forthe installed panels.
FROM THE BOARD OF DIRECTORS – [redacted], PRESIDENT:
As the President of the [redacted] I would like to relay some information regardingthe above complaint.
First of all, our contract with Helm as the management company did not go into effect until July, 1st of2015. Changing management companies is a process that takes a little bit of time. The homeowner iscorrect that we authorized the repair in June but we had to track down the panels as the system wehave has a recall and the panels are not readily available. At the August 2015 meeting, the homeownerand her husband wanted to wait to do the repairs until we found a different installation company. Helmwas unable to find another company and we had to go with the original bid. Again this took some time.This was discussed at the October meeting and approved. Then Helm had to coordinate with theinstallation company and the homeowner. Just because the homeowner had a two week window didnot mean the installation company was available.
I know that the situation was not ideal but did not warrant a complaint to the Revdex.com.
The work has been completed on the solar panels. As far as the other complaints Helm has to learn allof our vendors and work with them to get them in line with the contractual obligations. Which I havethe utmost confidence will happen.
This situation was already in process. We had to research and see exactly what happened here.
We have a check already being processed for him for the Taxes he paid registering in AL.
Thanks
Check is in the mail - I have confirmation it is being cut today afer we finally got the correct information to our corporate office.
Mr. [redacted] told me I had 72 hrs to bring the car back. As I said in my 1st statement he even told me to bring it...
back by Friday because he was off Thursday...I talked to Mr. [redacted] and he denied he told me that.. I do not have anything in writing. I relied on the so-called integrity of the sales person and the dealership. That was my 1st mistake!
I do not want to give up this opportunity to let seniors and other potential customers to be aware of the deceitful practices of this dealership!
What do I do next?
Revdex.com:
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. For your reference, details of the offer I reviewed appear below.
I also work in the cus[redacted]er service business and know how
important it is to keep stakeholders, customers and clients informed.
This is why I'm complaining about Helm's negligence. I would very much
like it to improve – especially if they continue to manage our HOA. I think I’ve been very patient with our
situation. Timeline provided:
*June 27 – HOA President (not Helm) confirmed shipment of
replacement solar panels. She
coordinated this, not Helm.
*July 6 – received panels.
During the month of July, Helm tried to find another company
to replace the panels.
*Aug 5 – HOA meeting.
[redacted] said he couldn’t find another company to swap the existing panels
and that [redacted] was the only one willing to do it. My husband and I agreed that we just wanted the panels fixed
and [redacted] would be fine.
After not hearing anything the entire month of August after
the HOA meeting, my husband called [redacted] the first week of September
inquiring about the repair.
*Sept 9 – [redacted] emailed my husband to set up a time for
repairs.
*Sept 16 – [redacted] came out to replace some of the non-working
panels.
I understand Helm wanted to do more research, but more than
a month passed between our agreeing to go with [redacted] and Helm actually
attempting to schedule the repair.
[redacted] didn’t have enough panels to replace all the bad ones
on our house, so Helm worked to get more.
They did and, because we were unavailable, they repaired the other
houses that were having similar issues.
We tried to coordinate to have our house completed, but Helm wasn’t
responsive to our inquiries.
*Oct 14 – next HOA meeting. When we still didn’t have a helpful response, we asked the
board at the HOA meeting to pay 1/3 of our electric bill (July-Sept) that would
have been covered by our solar panels.
[redacted] said that was a “reasonable request” in front of all the board
members.
After [redacted] said it would require an Executive Meeting, the
HOA President dismissed the request.
At this meeting, another homeowner couple complained about
Helm’s customer service – particularly Helm’s not returning phone calls.
*Nov 13 – solar panel replacement finally completed. Scheduling frustrations previously
stated in initial complaints.
*Dec 2 – latest HOA meeting. We received no notification about the board having held an
Executive Meeting, so we asked at the HOA meeting. Apparently, they held one when my husband couldn’t make a
separate board meeting (Nov 19) and didn’t feel it was important to notify us.
I would like official notification of which board members
attended and actually voted. [redacted]
also said they inquired with an attorney and could draft a letter stating what
was discussed and the reasoning the lawyer provided. I would still like the offered letter from the attorney and
a formal notice from the board that sufficient members attended the Executive
Meeting and voted. I do not thing
an “oh-by-the-way” at an HOA meeting is appropriate. If homeowners present something of this nature to the board,
and the matter isn’t addressed at the meeting, then they should receive the
courtesy of timely results. They
should receive notice of results.
Given that Helm’s initial response to my initial complaint
held so many inaccuracies regarding dates and services proves the point of poor
customer service. They do not appear
to properly take notes at meetings.
Nor do they appear to have their records in order. I have emails from them backing all
these dates.
Helm also has a discrepancy with their voicemail that they
need to address. The business
cards they hand out don’t have the personal phone extensions listed. Personal extensions only appear in the
signature lines of their emails.
If you call and don’t know the person’s extension, your voicemail goes
to a general voicemail that no one checks. Calls are not returned. This has been part of the scheduling frustration. They scheduled repairs for the day I
had surgery and we left several messages [redacted] didn’t receive. I doubt we’re the only ones.
We’ve been very patient with Helm. We’ve exhausted all other means to
address these concerns.
Regards,
[redacted]
I will be glad to research this for you.
My name nad number is on the back of every business card for every employee.
I am so sorry that you have has issues in the past - we ahve significantly improved our team since you last vist.
I will...
reach out to you after I have researched your situtation.
Thank you very much,
[redacted]
General Manager
Rivertown Ford
I bought a 2013 cad with a bad tire they said it was good but the other tire place said they should have replace it I had a time trying to get them pay for a new one had to go through the ins. I had did not wont to pay for it.