I read your open letter in the Lake County Record-Bee July 25. I would like to take this opportunity to respond.
As you know, there is an 800 number posted at your property. This would help you avoid any long distance charges. I hope you recall that when you called us on Monday, your call was directed to me. This is done because our policy is that we will return a call to our residents as quickly as possible. Resident calls are a high priority, so if the Property Manager, Maintenance Supervisor or Regional Manager is unavailable, then I will take the call and make sure we provide the kind of service you deserve. You are our top priority.
Today I personally tested the email listed on our website and had it checked by a third party. We received all the emails sent to this office.
We are troubled by the fact that your air conditioning system malfunctioned. As a result of your call, after 5 p.m. on July 21, we had two vendors inspect your unit on Tuesday, July 22. Both vendors indicated that the unit needed replacing. One provided us an estimate, the other indicated he would have his estimate ready for us Wednesday morning. You were immediately called by our Regional Manager and informed of the situation. I also called you to confirm you were doing okay and you told me that you were fine.
Unfortunately, the second estimate did not arrive. As such, we decided to use the only other vendor. At no time did we search for a third vendor, nor did we consider looking for a third vendor. Unfortunately, the first vendor indicated that he could not do the work before the middle of next week. At that point, we searched for a temporary unit. We found one and installed it in your unit on Friday morning, July 25.
In regards to the rumors, please know that our company is doing great. We do have a new CEO and a new Director of Property Management. Together we have over sixty years of experience in our fields. Our property management division continues to maintain a strong financial position and we always provide first class, excellent services to our residents. As a matter of fact our latest HUD inspection (conducted July 18) in Lake County yielded a 95 score (out of a possible 100). Although your resident manager did leave in December 2007, we have always had a local employee living on site and our Regional Manager and another Property Manager are always available at the property or not far away. I can also assure you that we have no plans to sell the property.
I am sorry that you did not receive the service you felt you deserved. However, I can assure you that I, and my fellow co-workers, all treat all of our residents as if they were members of our family. I work for this company because I believe we provide a decent, sanitary and comfortable living environment for those persons who, without our help, might not live in such great communities.
I encourage you, and any of our residents, to contact us at any time with your questions, comments or concerns. For over 33 years, we have faithfully dedicated our company to meeting the needs of the residents in rural Northern California. As we continue to grow we will never lose sight of the fact that it is you, and others like you, which allow us make this a better place to live for those who need our help.
William Patrick Council, CPM?
Director of Property Management
Rural Communities Housing Development Corp., Ukiah
Editor”s note: This letter was submitted by in response to an open letter by Beverly J. Antons Owen of Clearlake published July 25.
