After the previous PM from Libertas resigned from his Job I was assigned another Liaison. This one only replies 50% of the time to an emails, and rarely provides confirmation about anything. Phone calls usually lead to answering machines which are worse because voice mails are not as clear as emails when it comes to a condensed amount of information. So if my partner and I ever inquired or provided any important information, we basically have to wait to see if we get a reply, if no reply in a few days it basically means it`s been forgotten, we have to call to hunt down an answer. If the call gets to an answering machine, the game starts again. Leave a message and hope it gets responded to..
It`s quite frustrating. It`s almost like we have to manage the property ourselves. An example, we were curious if the utilities are transfered from previous tenants to our names yet as the place went vacant, it wasn`t, the PM wouldn`t even be proactive enough to tell us or do something about the utilities. We found out from the City, then asked the PM to do something about it, you`d expect a respond saying, sure we`ll take care of it. But instead we`re expected to just have faith an trust that they`ve got it taken care of. So I asked for a confirmation to see if they are gonna do anything, after asking a couple times then got a response saying, yup it`s taken care of.
A month later(this week), my partner goes to the house and finds that the heating is not working as the City had lock us for not having anyone`s name assigned to the bill, contrarary to what the PM told us! And Edmonton is getting cold. Emailed the PM, no response for 2 days, email the boss, no response, called, get an answering machine, emailed a few people to try to get some human interaction, finally get a response telling us that they`ll be looking into it and that we should just call if no one response and not to email everyone. No apologies for anything. It`s like we`re a pest for trying to find out the status of anything.
The thing is, if there`s a heating issue and after we told them and they are working on it we should get a confirmation or some kind of response so we know if something is gonna get done about it. We can`t just assume someone is gonna take care of things, after all we had to accidentally find out that there was no heating setup with the City ourselves!
We had also told the PM on 3 occations the exact rent prices, and after each time, a week or 2 later we get an email asking us what the pricing should be! I figured that this PM might be just bad with emails so I asked her if we should use the phone instead of emails from now on, I asked twice, no response. So the answer is probably, yes phone is better. So I called, got an answering machine each time.
I had really tried to make this relationship work, now I`ve heard good things about Libertas, and I had a good experience with the last Liaison so I know the company is not all bad. However both my partner and I are experiencing pretty poor service with this new liaison, we complain to the boss but the boss actually said she`s one of the best. I thought maybe we just had a bad start but after another month or so we still felt the same, with the lack of response and the heating and such.
What are some of your suggestions out there? I feel so stuck and frustrated, and feel that the PM thinks that we`re the bad guys for expecting confirmations of statuses, and not just having faith or somethin!!
It`s quite frustrating. It`s almost like we have to manage the property ourselves. An example, we were curious if the utilities are transfered from previous tenants to our names yet as the place went vacant, it wasn`t, the PM wouldn`t even be proactive enough to tell us or do something about the utilities. We found out from the City, then asked the PM to do something about it, you`d expect a respond saying, sure we`ll take care of it. But instead we`re expected to just have faith an trust that they`ve got it taken care of. So I asked for a confirmation to see if they are gonna do anything, after asking a couple times then got a response saying, yup it`s taken care of.
A month later(this week), my partner goes to the house and finds that the heating is not working as the City had lock us for not having anyone`s name assigned to the bill, contrarary to what the PM told us! And Edmonton is getting cold. Emailed the PM, no response for 2 days, email the boss, no response, called, get an answering machine, emailed a few people to try to get some human interaction, finally get a response telling us that they`ll be looking into it and that we should just call if no one response and not to email everyone. No apologies for anything. It`s like we`re a pest for trying to find out the status of anything.
The thing is, if there`s a heating issue and after we told them and they are working on it we should get a confirmation or some kind of response so we know if something is gonna get done about it. We can`t just assume someone is gonna take care of things, after all we had to accidentally find out that there was no heating setup with the City ourselves!
We had also told the PM on 3 occations the exact rent prices, and after each time, a week or 2 later we get an email asking us what the pricing should be! I figured that this PM might be just bad with emails so I asked her if we should use the phone instead of emails from now on, I asked twice, no response. So the answer is probably, yes phone is better. So I called, got an answering machine each time.
I had really tried to make this relationship work, now I`ve heard good things about Libertas, and I had a good experience with the last Liaison so I know the company is not all bad. However both my partner and I are experiencing pretty poor service with this new liaison, we complain to the boss but the boss actually said she`s one of the best. I thought maybe we just had a bad start but after another month or so we still felt the same, with the lack of response and the heating and such.
What are some of your suggestions out there? I feel so stuck and frustrated, and feel that the PM thinks that we`re the bad guys for expecting confirmations of statuses, and not just having faith or somethin!!
