Ok! So...I finally received a much anticipated response to, what I would categorize as, a succinctly written 9-page letter sent to the Home Properties, Inc. HQ office regarding our resident complaint. Yesterday (4/16/2009), while at work, I received an email from the Regional Manager of Home Properties, Inc. The email contained approximately 8 lines of text (optimistically speaking) stating that she had been forwarded my letter of complaint from Scott Doyle, Senior Vice President of Property Management & 1 of 3 senior operating officers of Home Properties, Inc. The email indicated that my letter had been received and that an investigation of our concerns was being initiated. Also, within the 8-sentence text, we were told that our request to vacate our lease 6-days early was being granted.
What do you think?... Should I be jumping for joy?... My letter was effective. My request was granted,...right?... WRONG! Just how is it that I could write a horribly detailed 9-page letter and send it via FedEx overnight to 3 separate operating officers and also deliver 1 copy of the letter via certified mail, only to receive a few truncated lines of emailed text in response? Does every Manager at Home Properties, Inc. need Customer Service Training 101? Yes, while it is true that I did include our email addresses within the letter of complaint, wouldn't you think that a personal follow-up would have been slightly warranted considering the magnitude of the complaint and the amount of effort expelled on my part? Doesn't it seem a little bit strange that my letter is delivered to the tippy-top of the food chain, only to trickle back down to a Regional Manager that doesn't seem to know the difference between a short choppy email and an actual person-to-person phone call acknowledging our treatment and complaints? In defense of the Regional Manager, her email did stipulate that if we wanted to discuss our concerns with her, that we could call her at (123)111-2222. Hmmmm... haven't I already delivered a 9-page letter to the Corporate Office, and wasn't this delegated down to you to handle?? That being the case, Why, may I ask, is the preponderance of the responsibility to reach out to Home Properties, Inc. back in my lap? The Regional Manager's chosen method of follow-up gave me the impression of a person who does not care in the least. Thus, it makes me wonder if my letter was given any real consideration. A phone call introducing yourself, at the very least, would have been infinitely more appropriate. Especially, since the initial complaint letter had not even been addressed to you.
It gives you the "just throw the dog a bone" feel. After all, what did Home Properties, Inc. lose? 6 days of rent? Compared to the $50,000 that we've already spent, that is less than a drop in the bucket. It would seem that no one within Home Properties, Inc. is up to delivering adequate customer service, much less, an actual acknowledgement or apology. I think I will write a return letter or email to that effect. Stay tuned...
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