Ryan
Alberta,#2UPDATE Employee
Fri, July 20, 2012
So I am unsure as to what to tile this rebuttal, all I can think of is lack of understanding.
I work with the Windermere Village Condo's, and know who this owner is, and what has transpired to get to this point.
The owner who filed this complaint did advise to us that she and her mother needed to be moved out at a particular date, we felt confident at the time of signing the contract that this would not be an issue. Due to construction restraints I won't get detailed in (issues with sub-trades) we lost some time on our schedule. To take care this owner, we put her and her mother up in a condo at our expense as we took full responsibility for not delivering the condo on the required date, we were not obligated to do this, however did it as a gesture of goodwill (which went unnoticed). We setup a new date for possession (3 weeks later).
I'm not here to make any excuses, but since we are being labeled as a rip off, I must explain that the day the unit was to be handed over, the cleaning crew did not show up, so myself, and 2 other employee's finished the clean ourselves (I spend 2 hours on the floors). The owner came in by about noon that day, we did a walkthrough, and I explained that I had to do the cleaning myself to get her in that day, and would gladly send in the professional cleaners when available.
The suite owner and I then did a deficiency walkthrough, we noted typical issues, such as paint touchups, and unfortunately the most embracing part of the close was the lack of toe kicks (which were installed a few weeks later).
Unfortunately though, the owner who made this complaint has been very difficult to deal with:
When we rented the temporary suite for the owner to move in, she blatently disregarded the no smoking rule (this caused for an extra $500 cleaning). When this owner moved into the Windermere village, even with pressurized hallways (which is why there are no door sweeps installed, its part of the design) the smoke permeates out this owners condo and wreaks for about a 20 foot radius. Also, we are still trying to get the owner to remove a junk pile that is left on her patio.
When we requested access to the unit, it was filthily, and we were unable to address particular items because there was so much debris and clutter in the way of everything. Also the owner would advise, and of course we would accommodate requests to not enter due to her mother's condition. We had made many multiple attempts to address the owners issues, however the owner would never allow for proper access.
This owner has made complaints to the management company, the warranty company, and she advises that 'nothing has been done', which is simply wrong, anything incomplete at this time is due to the owner just not allowing us access to do the work. For an owner who also has her real estate licenses, I would expect a different level of understanding (hence the title).
Beyond this, the complaint comes from a licensed realtor. She obviously does not realize the gravity of complaining about something like this when her knowledge level of this industry, contracts, and general process should go.