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Safeguard Properties, LLC

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Phone: (800) 852-8306 Fax: (216) 739-2709 7887 Safeguard Cir, Valley View, OH 44125 View Additional Email Addresses http://www.safeguardproperties.com ! There is an alert on Safeguard Properties, LLC !


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Description

Safeguard is a property preservation company, addressing the needs of mortgage servicers in preserving and protecting their collateral once a loan goes into delinquency.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for Safeguard Properties, LLC include:

  • Government action(s) against the business
  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 65 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

65 complaints closed with BBB in last 3 years | 18 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 2
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 62
Total Closed Complaints 65

Customer Reviews Summary Read customer reviews

2 Customer Reviews on Safeguard Properties, LLC
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 2
Total Customer Reviews 2

Additional Information

BBB file opened: August 24, 1998 Business started: 05/13/1990 in OH Business incorporated 01/02/2008 in OH
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Robert Klein, C.E.O. Linda Bolyard , Paralegal Ms. Linda Erkkila Esq., General Counsel Mr. Alan Jaffa, C.O.O. Beth Lenahan, Manager, Claims Resolution
Contact Information
Customer Contact: Linda Bolyard , Paralegal
Principal: Mr. Robert Klein, C.E.O.
Business Category

Property Management

Alternate Business Names
Safeguard Properties Management, LLC

Customer Review Rating plus BBB Rating Summary

Safeguard Properties, LLC has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of B+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    132 Village Ln Ste B

    Mt Washington, KY 40047

  • THIS LOCATION IS NOT BBB ACCREDITED

    2400 Lakeside Blvd Ste 300

    Richardson, TX 75082

  • THIS LOCATION IS NOT BBB ACCREDITED

    600 Safeguard Plz

    Brooklyn Hts, OH 44131

  • THIS LOCATION IS NOT BBB ACCREDITED

    650 Safeguard Plz

    Brooklyn Hts, OH 44131

  • THIS LOCATION IS NOT BBB ACCREDITED

    7887 Safeguard Cir

    Valley View, OH 44125

  • THIS LOCATION IS NOT BBB ACCREDITED

    8100 Tyler Blvd

    Mentor, OH 44060

  • THIS LOCATION IS NOT BBB ACCREDITED

    132 Village Lane

    Mount Washington, KY 40047

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/10/2016 Problems with Product/Service
9/3/2016 Problems with Product/Service | Complaint Details Unavailable
7/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My personal property was removed/trashed/stolen without my permission. My home was going through the foreclosure process. I notified my mortgage company *****, Safeguard and their vendor Pro Care Property Services that I still occupied the property with my personal property/belongings stored inside. I had to get a key code to access my property after the locks were changed without my consent. I arrived at my home with a ****** to get my things only to find everything was gone. I filed a legal claim with Safeguard and have been kept in the dark or what happened to my property. No answers other than my claim was tendered to Hanover (their insurance company). After nearly 2 months from filing my legal claim, I finally was able to reach the file handler handling the claim. I was told I shared liability for leaving my property in MY property?! I was not evicted and clearly still occupied the home with my belongings. Safeguards own personal property and debris removal program says all belongings are given an assessed value before being removed. If the value of the items are above a threshold then the items are not to be removed! I asked what the threshold was on the work order and was told that information was privileged and would not be told to me. I had thousands of dollars of personal property taken! Safeguards example of threshold in their program is $300. I had a brand new washer/dryer set at first glance would indicate my items shouldn't of been removed! Beyond just the washer and dryer were items any person would never throw away and were quite valuable. Thousands of dollars of my personal property just taken with no accountability. I am furious and extremely distraught over losing things that are priceless and can never be replaced.

Desired Settlement: My desired outcome would be to have all of my personal property returned to me. If this cannot be done, then I would expect compensation for the value of my property, including compensation for the personal and emotional loss of items that were priceless and cannot be replaced.

Business Response:

Safeguard is in receipt of complaint ID ********. From the information provided by our client the foreclosure sale took place and the property was in redemption status. Based on the foreclosure the client requested a work order to verify if the property was vacant. On or about October 5, 2015 an independent contracting company determined the property was vacant due to the lawn was 36inches high, the water and gas utilities had been terminated, and with the exception of the garage, the interior of the property was empty as evidenced in the photos. Safeguard received notification on January 11, 2016 regarding a call from Mr. ****** requesting access to remove his personal property. An order was opened at the instruction of our client to provide access and change the lock to a non-standard key. The independent contractor met with Mr. ****** and completed the lock change and provided access on March 1, 2016.

On April 4, 2016 our client advised that the redemption period was expired and requested an order to verify the property was vacant, and if vacant, complete services to prepare the property for resale. The work was completed.  The work was completed on or about April 5, 2016.

Upon receiving the call regarding the missing items from Mr. ****** on April 22, 2016 a legal claim was opened to review the claim. Mr. ****** was contacted on April 27, 2016 via mail, and on April 28, 2016 via email. Mr. ****** responded to the email and advised he would send the requested details regarding his claim as soon as possible. A confirmation of receipt of that email was sent to Mr. ****** on April 29, 2016. On May 4, 2016, and May 6, 2016 Mr. ****** submitted the supporting documentation for the claim. On May 9, 2016 the claim handler confirmed that Mr. ******’s information had been received. After a thorough review of the facts, the claim was forwarded to the insurance company on May 16, 2016 and Mr. ****** was notified of such. Mr. ****** responded with questions regarding the tender and his questions were answered on May 17, 2016. On May 23, 2016 Mr. ****** inquired about the assignment of a claims adjuster. This information was obtained from the insurance company and forwarded to Mr. ****** the same day. On June 2, 2016 a status request was sent to the insurance company. On June 6, 2016 Mr. ****** sent an email requesting a status on contact from the claim adjuster (both Safeguard and the adjuster were included in Mr. ******’s inquiry). The adjuster responded to the email requesting that they speak via telephone the next day. On June 7, 2016 Safeguard requested a status from the insurance company. On June 9, 2016 Safeguard requested a status from the insurance company. On June 10, 2016 Safeguard received the complaint from the BBB.

Safeguard does not have access to calls between the insurance adjuster and Mr. ****** and cannot respond to the details of calls with a third party nor do we have control over the claims process.

Mr. ****** did not include a washer and dryer in his initial demand and if he would like them included he should amend his demand with those items and forward to the insurance adjuster. As of June 9, 2016 the photos show that at least the dryer is currently inside of the property.

Based on the above information Safeguard feels that Mr. ****** was well informed during the claim investigation as evidenced by emails and the documentation in our file. Safeguard cannot control the process once the claim has been submitted to insurance but continues to follow up weekly requesting a status on the claim for our files and continue to remain willing to assist Mr. ****** to ensure communications are open between the adjuster and Mr. ****** as requested.

Business Response:

No orders to remove any items were completed in October 2015, only to preserve and protect the clients asset. Photos were supplied with every work order, and to the extent of our records, these notices are not present in the photos, it is unknown if they were present and not photographed. Safeguard provided a work order to a local independent contracting company advising to change the locks to a non-standard code and provide you access and keys. If the mortgagor chose to have them provide the code to the lockbox, rather than meet them at the property, the independent contracting company made an alternate agreement with to ensure access to the property. Safeguard cannot control the availability of third parties.

Our client determines occupancy as a person residing in the property daily to ensure damages that may occur are discovered promptly and mitigated. There were no signs that an individual (mortgagor, tenant, etc.) resided in the property, the water and gas services were off, the lawn was unmaintained (36inches high and services were performed to avoid code violations), no presence of living or bed room furniture, food etc.

To the extent of our records, the independent contracting company advised that the items were taken to a landfill. The washer and dryer remained inside the property after services were performed. The insurance company is evaluating the claim and the items removed, and have been in contact requesting a call to resolve the claim with you directly.

The insurance company is evaluating the claim for any errors in relation to the removal of your items outside of the guidelines. If the property was bid and not removed the client decides on the next course of action such as a personal property notice or eviction. The insurance company is evaluating the claim for any errors that prevented this from occurring. Attached, please find the email contacts requesting that you call to discuss and resolve your claim.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that their response addressed my complaint. I have spoken with the insurance company and was offered a settlement that I ultimately accepted even though I believe there was extreme wrong doing done to me. The only way to move on and try to heal from the loss of personal items that have deep sentimental value to me was to get this over with. I would ask that Safeguard follow up with their third party contractor to see if any of my items have any possibility to recover. No one would ever "landfill" firearms, ****** coins/bars and lots of items that were very valuable. Some accountability would be appreciated. 

Regards,

 

******* ******

5/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 4/26/16 An inspector came to my residence while I was at work. My 12 year old daughter was home with an injury. He took photos as he was inclined to do, but some included my daughter, a minor child. My driveway is quite large, paved and makes a large circle with additional parking. This inspector chose to park where my 6 month old Husky was, instead of in the empty side of the driveway. The dog is only let out for an hour a day and was just put out before he arrived. As he was leaving, he backed into my dog and left very quickly with my dog and daughter screaming. He did not stop to check on the dog or my daughter. He did not have common courtesy to stop and call the home owner or any one. He should not have parked by the dog to begin with when there was so many other places to park. This incident caused me to miss 2 days of work, pain for my daughter and dog. I had to call the police and was advised to press charges, as it is illegal in my county to hurt an animal and not seek help.

Desired Settlement: I would like for the business not to charge me or my mortgage company for this visit, Safe Guard to never visit my residence again or charges will be filed. They may take pictures from the road only. I would also like a written apology from the company and my damages and missed work compensated for.

Business Response:

Safeguard is in receipt of complaint ID #********. At the time of the incident in question Safeguard was alerted to the situation and spoke with Ms. **** and immediately apologized via telephone several times on the afternoon of April 26, 2016. Please allow this response to confirm in writing Safeguard’s sincerest, formal apologies for the incidents that occurred on April 26, 2016 at Ms. ****’s residence.

Once Safeguard received the notification, our customer service representative reached out to upper management in our Vendor Management service line. The vendor was alerted to the incident as well as the photos of any minor child being against policy. The vendor apologized for the actions of the individual and completed training for all employees and/or sub-contractors to remind and reinforce policy and protocol for all inspections completed at properties reinforcing occupied properties and minor children photograph policies.

Additionally due to the incident, Safeguard placed a flag on the file to ensure that should inspections be ordered by our client that they would be no-contact inspections meaning that the inspection would take place from the street only and not entering the property.

To date, our client has not placed any further inspections for the **** property, and the flag remains in the file to ensure that if they do, the inspection will be no-contact and the inspector will not enter the **** property.

Safeguard has opened a legal claim to address Ms. ****’s request for reimbursement of damages. The attached letter was forwarded via email and regular US Postal Service. Ms. **** can submit the requested supporting documentation via the methods mentioned in the form letter or she can contact the claims specialist directly the contact information is listed below.

Safeguard again wishes to offer our sincerest, formal apologies for the incident and looks forward to resolving the remaining claim with Ms. **** directly.

Contact information:

Linda B******

Sr. Claims Resolution Specialist

(800)852-8306 xt. 1377

7887 Safeguard Circle - Legal Dept.

Valley View, OH 44125

linda.b******@safeguardproperties.com

5/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hi, my name is **** ******* I have an address/residency at the **** *********** road property in ********** PA *****, SafeGuard Properties recently changed the locks at the,property and I noticed they stole a $3,000 black bear rug from my residence! I have the right to have access to that property up until the day of the,sherrifs sale, (which has NOT) happened yet! I will be making a,police report come Monday January 18th for the stolen item(s)! This company has a,history of stealing from people! I want my bear rug returned or the sum of $3,000 paid to me!

Desired Settlement: I want my black bear rug return to me and I will not file a criminal theft suit or I want the $3,000 it cost to have the bear made into a rug! I have had that bear rug since I was 16 years,old! I can't replace memories of my late father!

Business Response: Safeguard is in receipt of complaint ID #********* A legal claim has been opened and the claimant has been contacted directly and we are working with the claimant to resolve the complaint. This process will continue until the claimant has been provided a resolution to the claim. This process generally takes 30 to 45 days to resolve.

Business Response: ---------- Forwarded message ----------
From: Linda B****** <Linda.B******@safeguardproperties.com>
Date: Thu, Mar 24, 2016 at 8:18 AM
Subject: Complaint ID ******** - *******
To: "*****@cleveland.bbb.org" <*****@cleveland.bbb.org>
Cc: Beth P**** <Beth.P****@safeguardproperties.com>


*****,
 
I spoke with local law enforcement on this one yesterday and they have an appointment to have the sub-contractors in to the station to be interviewed today 3/24/16 to complete their investigation. Safeguard is still diligently working with local law enforcement and remain in contact with the claimant. Pending the outcome of the investigation, the claim will be resolved.
 
Thank you,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

**** *******

 

4/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our mortgage was sold to a new company. That company hired safegaurd to come verify if our home was vacant since it was for sale. They did not notify they were comming but showed up in a rusted out van with another company name on it that was painted over. Had no badges and showed us no paperwork. We came home to find they broke into the home damaging 2 windows and went thru the home searching for valuable items. They removed thousands of dollars in coin collections, a 5 gallon glass jar filled with change, tool sets, pictures, decor, and other personal items from the top 2 floors in my home carried them down and placed them by the door. If we had not came home when we did they would have stollen these items. A police report has been filled. Many phone calls and emails have gone nowhere so we will be taking all photographes, police reports, and details to a lawyer. And yes i have detailed photos of everything including them standing over the items they tried to steal. Because of this we now have to cancel showings which could result in a loss of a sale while we deal with repairing damages and securing the home again. We need to change all the locks, and my wife no longer feels safe being in the home with our young children in fear these men will come back and now know how to break into our home. And since i work far away and crazy long hours i now have to take time off work to make sure my family is safe. This company shohld be held liable for their actions and we will make sure they are held accountable and do everything in my power to make sure they do not do this to other people.

Desired Settlement: We want this company to be held liable for what happened, never step foot on our property again, and make restitution for what happened and what my family now has to deal with so we feel safe again.

Business Response: Safeguard is in receipt of complaint ID#********. A legal claim has been opened to address Ms. *****' concerns and to complete a formal investigation. Safeguard's legal department has been in direct contact with Ms. ***** via email and has received supporting documentation and will continue to work directly with Ms. ***** to resolve the claims. This process can take at least thirty days to complete. Once all of the information is obtained from Ms. ***** and the independent contrating company, the claim will be reviewed for resolution.

4/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: For the past 6 months I have owned a property at *** ******* **** ****** ** ***** ****. Safeguard properties has repeatedly trespassed onto my property putting stickers on the windows and placing lock boxes on my doors. I have confronted their sub contractors and told them that I owned the house and to stop doing it. I have contacted their customer service personnel and provided them with copies of my closing documents. It has done no good. They have threatened to break in to my house which has caused me to file police reports and constant trips to my house to check on its well-fair. They have even contacted my realtor and demanded access into the house so that they can put on their locks. I have been dealing with their arrogance for 6 months now, I have requested information from them on where I can send the invoices for the removal of the lock boxes and stickers. There is no excuse for their actions and unwillingness to clear this issue. I believe that their stickers has directly effected the sale of the house to a new owner. Their intimidation tactics are totally unprofessional and the business needs to be held accountable for my out of pocket expenses.

Desired Settlement: I desire compensation for the removal of the lock box and stickers which is now requiring a second trip. I'm not sure how to ask for compensation from a loss sale.

Business Response: Safeguard is in receipt of complaint ID #********* We have opened a legal claim to complete a formal investigation to address Mr. *******'s concerns regarding his property. We have sent a request for documentation, and reached out via email and voicemail requesting a call to discuss the claim with Mr. ******* directly. The claims process can take 30 days or more to complete. Once we have received Mr. *******'s information and have had a chance to speak with him. We anticipate the claim will resolved quickly.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and agree with what the business wrote. The contact made with me is bad timing and their representative will be out of the office Friday. I will email them and hope we can come to a quick resolution.   

Regards,

***** *******

3/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 2/2/2016 a contractor for safeguard properties broke into my home illegally and stole $4000.00 worth of tools and equipment from my home. This company is allowed to get by with robbing people over and over and committing insurance fraud and nothing is done about it. This company needs put out of business for illegal practices and they need made an example of. I have also reported to **** ******** ******* . This cannot be allowed to go on in this see United States. They need stopped immediately and they need to pay for their illegal activities.

Desired Settlement: I want my property back that they stole from me, if not I want $ 4000.00 to go out and replace the items that were robbed from me. Not one penny less.

Business Response:

Safeguard is in receipt of complaint ID ********. This complaint arose from a work order Safeguard received from our client on or about February 2, 2016. Upon arrival to the property, the independent contractor reported that the property was found unsecured, and locks and or boarding was installed to ensure that the property was secure. In addition to the unsecured status they reported several damages at the property that needed remediation including but not limited to roof damage, to protect the value of the property and our clients interests. Upon receipt of the reports for damages, on or about February 5, 2016 a work order was opened approving roof repairs to remediate any continuing damages as a result. On February 8, 2016 at approximately 9:52am, the independent contractor reported that the doors were again open and the property was vandalized and items appeared to be missing. Ms. **** called Safeguard on February 8, 2016 at approximately 11:56am after the independent contractor had requested approval to re-secure, continue roof repairs, and file the report. At that time she advised Safeguard of the missing items and she requested no further work be completed at the property. At approximately 2:56 pm the contractor called in and provided further information that a police report was filed by them with Officer ****** ************* and report number ******** was received from the local law enforcement.

Based on the call from Ms. **** a legal claim was opened to address the claim for missing items so that a formal review could be completed. During the legal claim process Ms. **** alerted the legal department on February 18, 2016 of the presence of an independent contractor at her property. Safeguard realized that the previous work order was not fully cancelled and immediately called the independent contractor on-site and requested they stop all work. They advised the roof repairs were delayed due to weather and they had returned to complete, they immediately left the property as a result of the call.

We do not feel that the independent contractor was responsible for the removal of any items based on the above information, however due to the additional visit after Ms. **** requested work be stopped, Safeguard resolved her claim in good faith. The attached confidential release and settlement agreement was obtained and the claim was resolved on March 3, 2016.

1/11/2016 Problems with Product/Service
1/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I WAS A TENANT LIVING IN A PROPERTY AT ***** ******* **** ********** ****** *** **** ***** SINCE 9/2011 I WAS A ******* * TENANT, WITHIN THE LAST COUPLE OF MONTHS I WAS MADE AWARE THAT THE HOUSE WAS IN FORECLOSURE DUE TO THE LANDLORD LOSSING THE PROPERTY IT HAVE BEEN OVER A YEAR AND A HALF OR LONGER SINCE THE LAST TIME I HAVE TALKED TO MY LANDLORD YES ******* * WAS STILL MAKING THEIR PAYMENTS TO HIM JUST THIS PAST 3-4 WKS I WAS IN THE PROCESS OF MOVING GETTING MY THINGS OUT THE HOUSE WELL ON ABOUT NOVEMMER 16ISH I WAS AT THE PROPERTY AND A MAN FROM THE BANK WAS THERE TO TAKE PICTURES AND SO ON HE ADVISED ME THAT THEY WAS UNDER THE IMPRESION THAT THE HOUSE WAS VACANT I ADVISED HIM I RESIDE THERE AND IS IN THE PROCESS OF MOVING HE SAID THAT THE WILL LET THE BANK KNOW THAT THE HOUSE WASNT VACANT AND THAT THEY WOULD ALLOW ME TO GET THE REST OF MY THINGS OUT THE HOUSE CONSIDERING I STILL HAVE MY KEYS TO THE PROPERTY, STILL HAD ULITIES ON THERE SO ON DECEMBER 4TH I GET TO THE HOUSE TO LET THE GAAS COMPNAY IN TO TURN OFF THE GAS AND ALL OF MY BELONGINGS IS GONE HOUSE IS EMPTY AND CLEANED OUT SO I CALLED TO THE CITY ** ****** AND THEY GAVE ME THE NUMBER TO THE BANK AND TO SAFEGUEARD PROPERTIES TO SEE WHAT HAPPENED TO MY THINGS WELL I TALKED TO SAFEGUARD AND AT FIRST NO ONE KNEW WHAT HAPPENED TO MY THINGS WHICH INCLUDED MY DAUGHTERS BEDROOM SET MY MATTRESS MY STOVE AND REFRIGATOR AND SOME OTHER MISC THINGS THEY SENT ME IN CIRCLES TO FINALLY ADVISING ME TO OPEN UP A CLAIM WITH THE THINGS I LOST MY LEASE AGREEMENTS AND RECIEPTS OF EVERYTHING MISSING I FAXXED OVER ALL THE INFOMATION WELL THIS PAST WEEKEND I RECIEVED A LETTER SAYING THEY WASNT AT FAULT AND THEY WILL NOT BE REPLACING MY THINGS THAT I WASNT A TENANT THERE AND I SHOULDNT HAVE BEEN STAYING THERE HOWEVER I HAVE ALL MY DOCS LEASE LETTERS FROM ******* * AND EVETYTHING I MOVED INTO A NEW PLACE WITH NO STOVE NO REFRIGATOR NOTHING I CANT EVEN PREPARE MY KIDS A MEAL LET ALONG BUY ANY FOOD I JUST DONT UNDERSTAND HOW WHEN I ARRIVED AND TALKED TO THE GUY FROM THE BANK HE ASSURRED ME I WOULD HAVE TIME TO GET MY STUFF OUT. SOMEITHING NEEDS TO BE DONE WE HVE NO BEDS NO NOTHING. AND BY SAFEGUARD BEGIN A BIG COMPANY THEY DONT CARE I HAVE CONTACTED LEGAL AID AND HAVE GIVEN ME NAMES AND NUMBERS OF SOME HOUSING ATTORNEYS I COULD CALL TO GET MY THINGS REPLACED BUT I WANTED TO GO THROUGH THIS PROCESS FIRST AS I WAS ADVISED BY A LEGAL COUNSEL. I DONT KNOW WHAT ELES I COULD HAVE PROVIDED TO THEM TO PROVE I WAS A TENANT AT THE PROPERTY FRO 4 YRS.

Desired Settlement: TO HAVE MY THINGS REPLACED AND TO TAKE INTO CONSIDERATION THAT THE BANK ALLOWED ME TIME TO GET MY THINGS OUT OF THERE.

Business Response: Safeguard is in receipt of complaint ID #********. We are currently re-reviewing the claim and would like to request some recent documentation from *** ******* to complete the review of the denial. The lease agreement we received is attached and appears to have expired 9/1/2012. We would like to request recent documentation from *** ******* showing more current information from section 8 as she has mentioned the landlord is unreachable. We will continue the review while awaiting the additional documentation.

12/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had things in my uncle's home he was never notified of anything but Safe guard put a lock on the property sometime between june 20th 2015 and july 15 2015 once discovering there was a lock box i tried to contact the company and couldn't because im not on the loan for the house. We had no access to the inside of the property until October when it was discovered the riding mower was missing from the property. a police report was made and at that time the code was gotten for the lock box once inside there were other things missing and paintinig and other things done to the home. According to Safe guard the house was unsecure several times but no one contacted my uncle at all. i contacted safe guard myself several times since finding the mower missing and getting access to the inside of the home about it not being secure. there was no problems at this property until this company went inside the home and they never notifed my uncle of anything and still haven't.

Desired Settlement: i would like to be refunded for the missing items and i would like to know why this company can do this to people lock homes and not notify the person that has the loan or why they didn't contact my uncle when they said it wasn't secure. he has leins against the property for lawn card the township did which safeguard is to take care of this. there are walls inside the home half painted so that needs to be redone all these things occurred when we had no access to the home.

Business Response: Safeguard is in receipt of complaint ID#********. We are in need of the property address for the property the work was completed on to research the claim. Please provide the property address so that we may complete a formal investigation and response to the complaint. Thank you,

Consumer Response: From: **********************
Date: Sat, Dec 5, 2015 at 10:31 AM
Subject: Complaint *********
To: ************************* *************************


The property address is *** ******** ****** **** *** **** ** *****

Sent from my iPhone

Business Response:

Safeguard is in receipt of complaint ID#********. Safeguard is an Ohio-based company. In business
since 1990, Safeguard employs more than 1,500 individuals nationwide. We take complaints of this
nature very seriously. Safeguard has a proven track record of working with our clients, communities,
and civic leaders throughout the country to combat blight brought on by the housing crisis. Safeguard
has tirelessly worked on behalf of our clients by creating working relationships with the communities in
which we serve. We have senior members of our leadership team that sit on the boards of community
outreach groups; we host national conventions with the primary purpose of collecting and reinforcing
the behavior and guidelines that preempt neighborhood deterioration; and we participate in industry
and investor feedback panels where the focus is to build best practices to protect and preserve the
houses that make up these communities. Our primary focus has and always will be to protect our
client’s assets from decay, perform services in a consistent and high-quality manner, and ensure that the
communities we serve are protected.

As part of our core business, at the direction of our clients, Safeguard performs inspections (known as
“occupancy inspections”) to assess a property’s occupancy status for mortgage servicer clients when a
borrower is delinquent in mortgage payments. For both the protection of the mortgagee’s (bank)
collateral property and the benefit of the surrounding communities in which defaulted properties are
located, it is critical to identify defaulted properties that have gone vacant, as vacant properties can
deteriorate quickly, causing neighborhood blight and attracting unwanted, and sometimes dangerous,
activity. Rights pursuant to individual mortgage agreements give mortgagees (for themselves and
through their agents) the right to protect and secure their collateral property in the event the property
is vacated by the borrower. In many cities, the bank is required to secure a vacant property and/or
register the property with the city as vacant, and there are fines for failure to do so.

Regarding the ******* property, at the direction of her mortgage company, we began performing
requested occupancy inspections as early as December 2012. All of the requested inspections returned a
result of occupied until the inspection completed on or about May 22, 2015. During the inspection it was
deemed to be vacant due to tall grass, lawn not maintained, and no activity since the last inspection
completed in April 2015.

As a result of the occupancy determination, on or about June 11, 2015, our client requested a work
order to maintain the lawn (or provide bids as needed for overgrowth, gain entry through one entrance
(to allow constant access to the homeowner through additional entrance(s)), and complete a property
condition report. The independent contractor completed this work order on or about June 12, 2015 and
on arrival determined the property to be vacant. During the completion of the work order the
independent contractor reported all utilities off, provided bids to address the lawn overgrowth, and to
address other reported damages at the property. In the course of the work order completion photos
were provided to document the condition of the property as well as the items present. The lawn mower
is documented to be present on the exterior of the property and all items located in the interior of the
property were in disarray and we were unable to determine if the other items claimed to be missing
were present.

Based on the reports and bids provided to our client they issued another work order requesting
additional bids from a different independent contractor to address the lawn overgrowth and address
mold issues found at the property. During the completion of the work order on or about July 1, 2015,
the lawn mower is found present and the property was found secure upon arrival. The interior items
appear to be undisturbed in the photos supplied with the work order.

On July 5, 2015 Safeguard received a call from ****** ******* regarding the preservation services. His
request was forwarded to our client and our client requested he contact them directly regarding the
preservation services. Mr. ******* called again on August 2, 2015 requesting access to the property. On
August 8, 2015 a message was left at the number provided by Mr. ******* to call our client directly
regarding access and preservation services and their number was provided.

On or about August 10, 2015 a regular monthly condition inspection was completed at the request of
our client. The report and photos clearly show the locks and lockbox removed from the door, lying on
the front porch, and the door open. The inspector did not enter the property as the property was no
longer secured and it was unknown if anyone was inside. The report was forwarded to our client as
directed by our contract. Safeguard completes work on a per order basis and reports directly to our
client. Safeguard does not contact anyone other than our client without a request to do so.

Based on the inspection report our client requested a work order to re-secure the property and report
any new damages. In review of the photos from the work order completed on or about August 20, 2015
items on the interior appear to be disturbed or moved and the lawn mower is no longer present. *** ******
mentions there were no problems prior to the entrance of the property at the request of our
client. Our records show the property was occupied prior and likely monitored daily and less likely to be
vandalized.

** ******’s first call into Safeguard is documented on October 20, 2015 and she was advised at the
direction of our client that the mortgagor would need to contact them directly for access. Based on the
complaint information provided to our client, a legal claim was opened to address *** ******’s
concerns.

Safeguard cannot control what happens at vacant properties between the orders requested.
Unfortunately it appears that *** ****** is the victim of a burglary that occurred in between work
orders, and should follow up with her local law enforcement. During the investigation of the legal claim,
the above information was reviewed. *** ****** was forwarded a letter regarding denial of liability
regarding the missing items on December 1, 2015.

Lawn services were performed as directed by our client, we can only perform services at the direct
request of our clients. The file was reviewed thoroughly and the work orders where performed as
directed by our clients.

12/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Even though Safeguard Properties received & signed for a Cease & Desist on my property a year ago, offered a settlement to me for previous thefts of items from my home by their agents and caused $56,000 worth of damage to my property to date, they continue to harass and stalk me monthly. They continue to bill **** ** ******* for work never done to my property and their agents continue to appear on my property, scare my children and take pictures of my family and my home against my will EVEN THOUGH there is an active Cease & Desist on file and even though the police have informed them not to return to the property. Last month I had to approach 2 people in my driveway taking pictures while we were home. This month, I got my monthly statement from **** which shows Safeguard reported $1000 in "damage repairs" done to my home on 10/8/15 as well as an additional $230 for "pictures." I have been charged thousands of dollars for "inspections" and "pictures" allegedly performed by Safeguard on behalf of **** ** *******. I want to know 1) how they got into my OCCUPIED property on 10/8/15, 2) what work they claim to have done to my property that resulted in the $1000 charge; and 3) I want them to product ALL of the pictures they have allegedly taken over the past 2 years that have resulted in over $5000 in fees to my account. I also want copies of all the alleged inspections they have done to date. Please note, every month I see them on my property taking pictures will CELL PHONES. Cell phone pictures should never result in a fee. My property is NOT bank owned and under ************* law and in accordance with my Mortgage, nobody has the right to enter my property without previous notice and my expressed consent, which I have never given. They need to stop coming onto my property and I have now hired an attorney to sue them for this repeated and blatant harassment from a know criminal element.

Desired Settlement: Advise how you got into my property on 10/8/15 and produce evidence of what work you claim needed to be done for $1000. Product evidence for every charge billed to my account at **** from 2013 forward; Product all of the pictures and inspections performed to date; and CEASE & DESIST from appearing at my property, taking pictures and scaring my family on a monthly basis. DO NOT COME INTO MY HOME. You have no legal right to be there in the first place.

Business Response: Safeguard is in receipt of complaint ID #********. Safeguard, at the direction of our clients, performs inspections (known as “occupancy inspections”) to assess a property’s occupancy status for mortgage servicer clients when a borrower is delinquent in mortgage payments.  For both the protection of the mortgagee’s (bank) collateral property and the benefit of the surrounding communities in which defaulted properties are located, it is critical to identify defaulted properties that have gone vacant, as vacant properties can deteriorate quickly, causing neighborhood blight and attracting unwanted, and sometimes dangerous, activity.  Rights pursuant to individual mortgage agreements give mortgagees (for themselves and through their agents) the right to protect and secure their collateral property in the event the property is vacated by the borrower.  In many cities, the bank is required to secure a vacant property and/or register the property with the city as vacant, and there are fines for failure to do so. 

Regarding *** ********** property, at the direction of her mortgage company, we performed regular monthly occupancy inspections between November 2012 and September 2015. On December 24, 2013 our inspections group received a call stating the property was vacant and a vacancy re-check was completed. Based on that information a work order was opened to complete an initial secure and winterization. When the contractor arrived they reported the property as occupied due to lights on, garbage in cans, personal property present, and snow maintained. They did not complete any work at the property. Safeguard received several calls from *** ********** realtor requesting the winterization be completed regardless of the property status. A new work order was opened containing the information obtained from the realtor and the property was found frozen on arrival. Safeguard did not cause the damages to the property.  *** ******** has since filed a claim with her insurance company and the repairs have been completed.  The last entry into *** ********** property was on December 26, 2014. This inspection was completed in the presence of *** ******** and is evidenced by the attached form signed by *** ********. This inspection was completed by the same company that completes the monthly no-contact inspections from the street. *** ******** did not call into Safeguard, or advise the individual completing this inspection, regarding any concerns for her safety.
Safeguard previously worked with *** ******** to resolve a complaint. The attached release and settlement was signed by *** ******** as a good faith gesture to resolve her previous claim. Safeguard was unable to determine who removed the appliances from *** ********** property and resolved the claim with her in good faith.

On September 8, 2014 a flag was placed in our system to complete only no-contact inspections and to cease all other preservation services at *** ********** property, as the inspections will continue until the account is brought current per the standards and requirement of the Federal Housing Authority and as agreed by *** ******** in the mortgage security documents. 

Safeguard had no work orders for the month of October 2015 and no representative from Safeguard visited the Velleman property in the month of October. Safeguard receives work orders from our clients and has no access to account information. *** ******** will need to resolve the billing for October with her lender directly to obtain the information regarding billing to her account.
All work performed for our client is contractually confidential and work product. The release of the information can only occur at the written request of the client or subpoena.
If *** ******** is represented, she should forward this communication to her attorney as the code of ethics requires all communications be through counsel.

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

On Friday, July 25, 2014 at 1:47pm, I received an email from Linda B******* a Paralegal at Safeguard Properties which states "Safeguard has placed a hard stop code to ensure this will not happen in the future. Safeguard would like to apologize for the inconvenience this has caused.  Please let me know if I can assist you any further with your concerns." Therefore, I would like to know the following:

1) Why was this written communication sent if Safeguard had no intention of following through with the hard stop code;

2) Why is Safeguard ignoring the Cease & Desist that was sent to them via Certified Mail on Oct. 10, 2014 for which they received & signed for;

3)  How can Safeguard actually state two years after the fact that when their contractor arrived at my home, he found the property "frozen upon arrival" yet he failed to notify me, my realtor or **** ** ******* of this fact and then continued to place 10 stickers around my property which claim that the winterization was performed on 1/9/14.  The contractor also poured antifreeze into my toilet and wrapped it with saran wrap.  Furthermore, I was charged $200 for the winterization. and after the "work" was completed, Safeguard sent my realtor an email stating the work was done and also provided us with the code to the lockbox that they placed on the door.   

4) Why is Safeguard now lying about the extensive damages they caused to my property; and finally

5) Why have Safeguard contractors ignored multiple warnings issued by the ********** Police Department to stay off of my property?

I am a meticulous record keeper. I also have pictures of all of the stickers placed at my residence, as well as sign in sheets left behind on multiple occasions by Safeguard representatives.  Each and every time they entered my home, they broke the law.  Stating that someone hired you to do the work is not a legal loophole for breaking and entering, nor is it a license to steal property, cause massive property damage on multiple occasions or repeatedly stalk and harass my family. 

Regards,

******* ******** 

Business Response: From: ***** ******* ***************************************
Date: Fri, Dec 11, 2015 at 11:56 AM
Subject: RE: This complaint was assigned ID ********.
To: ***** ******* *************************


Hello *****,
 
No problem! I didn’t realize you were referring to the previous complaint. The stop was referring to work orders or preservation work orders where entry would be necessary. I have attached the email explaining such to *** ******** last year... the inspections are HUD mandated as long as the account is in arrears and should the homeowner vacate again (this has happened) and the foreclosure process continue, failure to inspect timely can result in denial of bids to address any damages in the future. If *** ******** wants the inspections to cease she simply needs to bring her account current and they will no longer be ordered. Her issues appear to be with the bank and she is directing her complaint towards Safeguard inadvertently. I have reviewed all of the inspections and with the exception of the insurance loss inspection(which she scheduled and signed for), the photos support they are taken from the street, her property has not been entered, and no photos of her or her family are in our system. The insurance loss inspection was completed by the same company that has completed the monthly inspections and she did not seem to have a problem regarding her safety during that inspection and they met with her to take photos of the work completed inside her property. She will just not be happy until Safeguard is no longer performing work and that will only occur once she does her part in bringing her account current as she agreed to when she agreed to the terms of her mortgage. I’m not sure what more Safeguard can do for her complaints.
 
Thanks!

11/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Safeguard Properties came to winterize a home I own that was in foreclosure. They were at the home the end of September. My husband seen the contractors there so I called the mortgage company to see if they sent some one out to the home because we still have personal stuff in the home. The mortgage company said that they did send someone out to winterize the home. The mortgage company assured me that the contractors they sent out to my house would not clean the house out until after 10/14/2015. I went in to the home the first weekend in October to finishing getting my items. When I walked in to my sons bed room I noticed that they had taken everything I had on his self in his closet and threw in on the floor. While picking up the mess notices that my jewelry box was missing. There were several items in jewelry the box. One of the items was my moms wedding ring. I walk into the master bed room to the same scene as my sons room. Everything I had on the self was in the middle of my bedroom floor. I notice while cleaning that my husband ****** ******** on field football jersey was missing. There was also a mattress missing and a floor jack. I called the mortgage company as soon as I noticed the items were missing. Since it was on a Sunday they were not open. I called the mortgage company first thing Monday morning and filled a complaint. I was told the contractor would be getting a hold of be with in 24-48 hours. I wait the 48 hours with no response. I call the mortgage company back, they inform me that I need to file a complaint with Safeguard Properties. Once I am off the phone with the mortgage company I file my complaint. I called Safeguard Properties the next day to see what else I need to do in order to get my stuff back. I am told someone will be contacting me. 24 hours later I get a letter saying they need a picture of my items and receipts from my items. I emailed back saying I do not have a receipt from my moms wedding ring. I was bought over 40 years ago. The jersey was bough by my brother in law while he was serving in *****. 24 hours later I get yet another email from Safeguard asking for receipts and pictures. I call and of course cant talk to anyone. No today on 11/27 I get an email saying they can not do anything for me it is my lost.

Desired Settlement: I want my ring and jersey back. Both of these items have a ton of sentimental value to me.

Business Response: On or about February 19, 2014 an inspector reported this property to be vacant and all utilities off.

On or about February 21, 2014 a secondary door was secured to allow access for future interior inspections while the property is vacant.    Property was to be winterized also to protect the pipes from the elements, but ***** and ****** ****** came to the property advising that although they were not currently staying at the property they would be moving back in.  Photographic documentation from this work order does not show any of the items the claimant alleges to be missing were present.

The next interior work order was not until on or about September 8, 2015 to complete a winterization.  Property was still vacant and utilities were off.  Photographic documentation from this work order show some items that were present 2/21/14 were no longer present, but none of these items are included in the items the claimant alleges to be missing.  The property did seem to be in disarray compared to the previous photos, but as there were no interior work orders through our company in-between 2/21/14 and 9/8/15 I have no way to know what may have occurred.  On or about September 28, 2015 the independent contractor returned to take additional photos that we require on a winterization.

The claimant only demanded the items that she alleges to be missing be returned, but the independent contractor reports the items were not present upon arrival and nothing was removed by them.  The claimant refused to file a police report so that a proper criminal investigation could be completed.

The claimant is unable to provide proof to support ownership.  No proof has been provided as to who may have removed the items if there were in fact present in this property.

Safeguard extended an offer in good faith to resolve the claim. The claimant has accepted Safeguard's offer in good faith as settlement on this claim and signed a release and settlement agreement.

11/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Safeguard Properties, LLC came to my mother in laws home, who is 85 years old, disabled and just lost her husband. Me and my wife took her into our home to care for her. I was working on here house, fixing things up so that the house could sold. Safeguard Properties, LLC broke into the house by drilling out the door ***** then proceeded to trash the house and steal all of my tools. I had taken off of work for a week (unpaid, don't work, don't get paid). I lost a week of wages because Safeguard Properties, LLC stole my tools. After calling the police we found out that the contractor they were using had already been in trouble with the police for theft. They broke water valves, left doors wide open, etc... and list goes on and on. After researching Safeguard Properties, LLC I found out that they are in trouble for theft in numerous states and several Attorney Generals of several different states have ruled against for many different crimes. I tried to work with a person there and after providing pictures, documentation and witness testimonies, she can not or will not give me any time frame to expect a resolution to the claim. Instead, when case should have been settled she asks for more paperwork. Everyone of them have insinuated that I am making this up. I need my tools to work and they just keep dragging this out. I have read online about 47 different cases similar to mine. Safeguard Properties, LLC refuse to own up to the wrong they are people and I strongly any mortgage companies to use anyone but Safeguard Properties, LLC. At this point in time I understand that my claim will not be paid and I am in the same boat of many others that came before me and many more that will get messed over by Safeguard Properties, LLC. When they stole my tools they knew the house belonged to an elderly widow woman.

Desired Settlement: that my claim is paid and that any persons involved in theft not be allowed to go into a persons home without someone else being present.

Business Response: Please see the attachments in response to complaint ID #********.

11/5/2015 Problems with Product/Service
11/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Safeguard Properties was hired and contracted out to take care of lawn service, ie. mowing of lawn, weeding and tree trimming by bank that previously owned property. This is how I came to knowledge of who was taking care of property, by contacting bank. When coming onto property day after closing aournd Sept. 18 or 19 to replace locks I noticed the lawn had been mowed and trees cut back, ie. crape myrtles. But noticed that they had also cut back to the trunk a mature Japanese Maple in the back yard, and if you know anything about trees these do not get cut back and they are very expensive, and it killed the tree. This was a very mature tree at least 8-10 ft tall. I also noticed that the entry gate had been forced open, looking like yard workers pulled up their riding mower and pushing gate open bending the down rod to where gate would no longer open because of bent rod which you could no longer lift to open gate freely. After getting info from bank who was hired to take care of lawn, I called Safeguard to let them know of issues. The first lady I talked to, whose name I have on file, knew of which tree I was talking about because they had photos of yard and acknowledged that yard service had been done on or around the date I gave her. She said she would look into it. A week or so went by without hearing anything so I called back to talk to her to see where they were on issue and left message with no call back. After a few more days went by I sent a follow up email and after a few more days went by I got email stating they were still investigating. After another week or so I got email from someone else on Oct 14 under Incident #******* requesting an estimate for damages. Notice the longevity of hearing back from Safeguard. I immediately contacted my nursery for an estimate to replace tree of equal size which cost around $862, again if you know anything about trees Japanese Maples are very expensive, and emailed to her on Oct. 16. On Oct 20 I get this email "Good morning , After careful review with management, please be advised that Safeguard will not be issuing reimbursement at this time. We appreciate the opportunity to look into this matter, however we are unable to determine that our contractor is at fault. They did not remove the tree from this property. Thank You, Safeguard Properties REO Resolution Specialist – Complaint Team First off I never said tree was removed but basically cut down and secondly by their response they are basically stating that some other lawn service freewilling came onto property, mowed my lawn, weed the beds and cut back trees free of charge. Safeguard was the only entity that had access to property. All I asked for was to have the tree replaced. I never brought up the damage to entry gate, which I had to cut rod where it was bent making it shorter but at least made it possible to open gate. I even put in email that I had taken care of entry gate myself. Very bad service by this company and because of the ease of social media, it will be knwon how they conduct business. I am in the process of filing a small claims. This could have been avoided by a more reputable business acknowleding their mistake and making it right.

Desired Settlement: I just wanted them to replace tree of equal size that was cut down by lawn service they had contracted to do lawn service. I wasn't asking for anything above or beyond the cost of replacing tree.

Business Response: Safeguard is in receipt of complaint ID #                ********. Based on *** *******’s concerns, a formal legal complaint was opened and the attached general claims intake letter was forwarded to *** ******* on October 29, 2015. This is a general claim form letter and Safeguard is in need of additional information to fully investigate the claim further. The customer service representative did confirm that lawn services were provided on our near the date *** ******* previously mentioned. However it appears that the tree trimming services were provided to our client prior to that order. Safeguard’s legal department is requesting the purchase agreement for the property to review dates and other information contained in the agreement between *** ******* and our client. Additionally, we will also need further information in regards to the lawsuit *** ******* mentioned in his complaint. If suit has been filed and *** ******* has retained counsel in this matter, Safeguard will need to discuss the claim further with his counsel or possibly retain counsel for this matter. Once the information has been received, Safeguard can provide additional updates on the progress of the claim and resolution.
The information requested above can be submitted in the following ways:
Fax: *************
Email: legal.claims@safeguardproperties.com, or *************************************
Safeguard Property Management LLC
Attn: Linda B******
7887 Safeguard Circle
Valley View, OH 44125
Any questions or concerns should be directed as follows:
Linda B******
Paralegal
************* **** ****

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, I have sent the requested info to Safeguard and waiting to hear back from them. 

Regards,

***** *******


10/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am writing about incidents that have taken place at our unoccupied home that is under contract and awaiting the process of short sale with **** ** *******. On Sat (09/19/15) eve, neighbors that keep an eye on our house called to advise that there were lights on throughout the home. The neighbors responded to the house to check on it and entered the garage entry code and found that the garage was somehow locked from the inside. As the motor continued to try and open the garage door became unstable and the motor continued to try and open. They no longer felt comfortable proceeding with checking the property. I contacted ********* ****** ** Sheriff’s office to respond to our property to make sure that a burglary hadn't occurred. The sheriff’s office responded and checked the property without incident. Apparently entry was gained on 09/17/15 to the property without notification by “Safeguard Properties” for **** ** ******* to "initialize property maintenance and secure property" as we are no longer living there. But make no mistake the property has not in any way been abandoned, we are still and have been at all times maintaining the property inside and out. We have been paying all utilities, mowing the grass and maintaining property insurance for the duration of the short sale approval process. There were numerous lights left on on all three floors of the home and several of the blinds of the home were opened. This made the home more vulnerable to any passerby’s that the home was no longer occupied. The garage door was locked with a padlock that was placed along the side attaching it to the track of the garage door. This lock placement, caused permanent damage to the door and track when the neighbors had attempted to open the door from the outside, having no way to know or see what had been done from the inside. There was nothing on the exterior of the home to warn that the garage door had been locked. The door became so unsteady after the motor tried to lift it that it came off the track and remained half attached and hanging off throughout the night. Again, this made the property totally and completely vulnerable. We have neighbors and family watching our house, we are maintaining the property, maintaining proper insurance, maintaining the yard, and the utilities are all on and being paid. We have not abandoned the property. When inquiry was made by letter by **** ** *******, we made notification, in writing, on August 27th that we were still insuring and maintaining the property and that there would be no need to enter our property to maintain or secure it as we were still taking care of it. I understand in a pre-foreclosure the rights that **** ** ******* has, but the way this was handled by Safeguard was totally unprofessional, unethical and negligent. Anything done to the house should have been properly documented and clearly marked as to avoid causing the permanent and costly damage to our garage door. The service provider left all the lights on, raising suspicion and causing a series of events that left the property unsecured and completely vulnerable. I feel very strongly that Safeguard Properties acting on the behalf of **** ** ******* have crossed a professional and ethical line and in the process have caused damage to our property and I want to make sure that this is dealt with appropriately. The cost to repair the door was $150. The following week the same neighbor had to respond to once again turn off the numerous lights left on after a Safeguard employee had been at the house. No one signed into the log sheet AS REQUIRED, but a complaint representative advised someone had been at the property on the 23rd. Safeguard has changed the rear door lock and placed a lockbox on the rear door. On 10/03/15 the rear storm door was found to be unsecured and swinging wide open. The door is only accessed by the Safeguard employees and was not secured/latched properly and the door was blown open and the piston lock ripped out. Again because of careless actions by their employees. That repair cost $75. On 10/10 I responded to check on the house. I found that a dresser of ours was used and left in the middle of the upstairs hallway. The dresser was dragged out from a bedroom and used as a step stool to access the attic panel. The dresser was left in the middle of the hallway and the attic panel was left open. This is totally unacceptable. A Safeguard employee actually signed into the log this time on 10/09. Also in this trip I noticed that the upstairs bathrooms are smelling quite awful. Safeguard shut all the water off to the house in Sept. Now the lines are drying up and the smell of sewage is seeping into the home. This is totally disgusting. DO you think the buyer of the home wants to walk into their new home and smell sewage? If the representative notices the smell, then turn the water back on and refill the lines in the home. It is totally unsanitary. The above listed problems are from less then one month of "service" that Safeguard has provided. There has to be accountability for the careless, reckless and negligent business practices being performed by this company. They are supposed to be in the business of property preservation and they have done the exact opposite at the home. When we make complaints with Safeguard they blame things elsewhere by saying "**** ** ******* has us secure the property" and "we think whoever opened the garage door is to blame" Someone needs to hold those responsible accountable. Instead of trying to escape blame, take responsibility and learn from the mistakes to better your company instead of dodging a GLARING INCOMPETENCE issue.

Desired Settlement: We strongly feel like we should be reimbursed for the out of pocket expenses incurred because of the careless and negligent business practices of this company. Furthermore the company needs to hold those responsible accountable for this irresponsible behavior. The company needs to reevaluate how properties are being treated and possibly reevaluate how they treat properties that are obviously still being maintained by a homeowner vs. abandoned.

Business Response: Safeguard Properties is in receipt of complaint ID ********. As part of our core business, at the direction of our clients, Safeguard performs inspections (known as “occupancy inspections”) to assess a property’s occupancy status for mortgage servicer clients when a borrower is delinquent in mortgage payments.  For both the protection of the mortgagee’s (bank) collateral property and the benefit of the surrounding communities in which defaulted properties are located, it is critical to identify defaulted properties that have gone vacant, as vacant properties can deteriorate quickly, causing neighborhood blight and attracting unwanted, and sometimes dangerous, activity.  Rights pursuant to individual mortgage agreements give mortgagees (for themselves and through their agents) the right to protect and secure their collateral property in the event the property is vacated by the borrower.  Additionally, at the direction of our clients, Safeguard performs preservation services, such as shutting off water to prevent damage. Should a line break, water damages would be catastrophic to a vacant property, as no one would be there to discover the leak immedieately and a water intrusion can cause much damage. Other preventative measures such as winterizations (to protect the property from freeze damage), roof repairs, etc. are completed to prevent the properties from sustaining any damages as a result of being vacant.

If a property is deemed vacant by a Safeguard inspector, the inspector is required to affix a “Vacancy Sticker” to the front door of the property, notifying the borrower that the property has been deemed vacant and to please contact Safeguard if the property is not vacant (and a toll free number is provided).  If the inspector deems a property vacant and affixes the Vacancy Sticker, he or she is required to take a photo of the Vacancy Sticker affixed to the door. 

Regarding the ********** property, at the direction of her mortgage company, we performed regular monthly occupancy inspections between July 2015 and September 2015. In review of the inspections completed in August and September, the vacancy sticker was affixed to the front entrance to the ********** property and is evidenced in the photos provided to the lender resulting in the subsequent work order.

During the completion of the work order, the independent contractor did place a lock on the interior of the garage door at the direction of the work order, and affixed an additional sticker on the exterior of the property advising of entry and water status (please see attached copies of the stickers and note they state vacant not abandoned).  Upon review of the work order, it was found that the independent contractor failed to provide required photos of the attic and roof of the property and returned on a follow up order to provide such at no additional cost. Regardless, it was erroneous for the independent contractor to visit the property and to move any personal property remaining on the interior of the property. 

On or about September 21, 2015 *** ********** called our customer service department in regards to the garage door, and the customer service representative sent a request to our client regarding the complaint. On September 25, 2015 a voicemail was left for *** **********.  A note in our system shows that Mr. ********** returned the call on September 30, 2015 and the original customer service rep was not in the office. On October 1, 2015, a note in our system from the customer service rep. notes that a voicemail was left and with directions on requesting the invoices for the out of pocket expenses, and to transfer to management should Mr. ********** call back again. The next note in our system is on October 5, 2015, the note states that a standard release and settlement agreement was forwarded to *** * **** ********** to address their out of pocket expenses.  Upon receiving an email from **** ********** on October 14, 2015 with the invoice for the repairs to the storm door a new release and settlement agreement was forwarded. A concern was expressed regarding the wording of the release and the date of service was added and the edited release was forwarded. Upon receipt of the executed release, a check will be forwarded to the **********’s to compensate them for their out of pocket expenses.
Upon receiving the complaint and alerting our client, they have requested, and  Safeguard has updated the property file with a request for “no-contact inspections” moving forward, as the inspections will continue until the account is brought current per the standards and requirement of the Federal Housing Authority and as agreed by the **********’s in the mortgage security documents. 

Additionally, Safeguard notified the independent contractor of the errors, and our vendor management is reaching out to them to ensure that proper training has been received, and if there is another issue they will not receive any further work. 

10/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I filed a settlement with Safeguard properties Oct 1,2015 which they stated I would receive my settlement amount of 500.00. My settlement was suppose to be mailed out last week Oct 8,2015 as promised then they said the payment was delayed and had refused to contact me about the delay. This company falsely promises arrangement leaving you to continue contact their legal department. This compAny stole all my personal items in my home which were total $7,500.00 they refused to give me my property damages. Instead said they could only give me 500.00 which I have yet to receive.

Desired Settlement: I want my settlement amount to be expedited.

Business Response: ******* **** entered into an agreement with our client requiring she move out no later than September 6, 2015 in exchange for $3,000.  On or about July 28, 2015 our client received the signed agreement, which was signed by ******* **** July 22, 2015.   Per this agreement ******* **** was agreeing to vacate the premises and relinquishing all rights and possession to our client.  After receiving this signed agreement our client had their listing broker inspect the property, on or about August 11, 2015, and the broker reported that the property was vacant.

A settlement offer was extended to ******* **** on September 18, 2015, as a good will gesture, as she was confused by the agreement in which she had entered.  After she accepted this offer a release and settlement agreement was sent to her September 25, 2015. 

The executed release and settlement agreement was returned to our office on October 1, 2015.  The check was requested from our accounting department on October 5, 2015, but they only cut the checks on Thursdays.  On October 7, 2015 ******* **** was advised that the check would be printed and mailed tomorrow.  The check was put into the USPS mail on October 8, 2015. 

On October 9, 2015 ******* **** contacted us looking for her check as she thought she should have received it by now.  She was advised that the check was mailed Thursday by regular mail and should expect it sometime early the next week.

On October 15, 2015 we received the BBB complaint and ******* **** was requesting that the check be expedited.  We had accounting stop payment on the previous check and issue a new check which was printed out on October 16, 2015. 

On October 16, 2015, which was a Friday, was advised that the check would be overnighted and provided with the tracking number of 1Z9347X50150387616.  Since this was on a Friday the check was delivered to ******* **** on the Monday, October 19, 2015.

As ******* has now received the settlement check this issue has been resolved.

9/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My previous residence that I rented is going into foreclosure therefore I moved out and am still in the process of getting the remainder of my personal belongings when I went to the home there was a lockbox on the door with a notice sticker on the door stating they were, my landlord called them which they directed him to the mortgage company and he received the lockbox code. When I went to the home there were personal belongings that were stolen, a kayak , bike, expensive fishing poles, etc all in which were there before safeguard put the lockbox on. They are thieves!!! And to boot the windows were unlocked and back sliding doors weren't secure either, they didn't do their job so great. I will be contacting them about the thieves they have working for them and I expect a refund for my stolen items

Business Response:

Safeguard Properties is in receipt of complaint ID# ********. Safeguard had no knowledge of the complaint. A legal claim has been opened in our Legal Department to complete a formal investigation of the issues. Safeguard requested additional information from *** ***** via email and regular Pstal Service; and from the independent contracting company that performed the work orders issued by our client. Once received the information will be reviewed for claim resolution. Safeguard requests additional time to complete a full review.

8/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Safeguard Properties was hired by ********** ******** to inspect a home that I had sold and contract pending. Two days after I moved out, third party inspectors from Safeguard illegally kicked in a door to change a lock on the back door to what they deemed as an "Abandoned" home. Had they needed an inspection, they could have called me as every door and window was securely locked when I left two days prior. My sons went to the property July 24 and found the garage door kicked in, a dryer stolen and paperwork stating what had been present. The washer and dryer had been marked as not present as the inspector had stolen the dryer. My sons tried calling the numbers on the paperwork, but no one would answer. They left, leaving every door locked. The following morning, I called my mortgage company and informed them of the incident and that closing would be the following friday, August 7. I visited the property on Wednesday July 29 to find skid marks across the floor and a brand new fridge that had been left for the new homeowners to be missing. All front doors were locked, leaving the only access was the back door lock that SAFEGUARD had placed themselves. My hot water heater closet door was open, and the attic door was also down. Huge concerns were raised, as I had just bought a new heating unit the first week of July. A police report has been filed, and after many phone calls with SAFEGUARD, no resolution has been made. After calling the Mortgage company, I was finally given the code to remove the lock from the back door that had been placed by SAFEGUARD. Due to these two recent events, the buyer has deemed the property unsafe and has backed out of the sale. I now am losing the sale of my house due to safeguard and their actions.

Desired Settlement: I am pressing charges and possibly pursuing legal action on my own, but would like a reimbursement for the Dryer and brand new refrigerator that were stolen. I would also like an apology. I would also like this information to be as public as possible to help keep future clients from having this situation happen to them.

Business Response:

Safeguard Properties is in receipt of complaint ID #********* Safeguard's database is searchable by proprty address and no address for the property in question was provided. We would like to request the address of the property so that we may better address *** ********* concerns and formally open a legal claim so that a full investigation of the issues can be formally reviewed and addressed. Thank you.

8/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April 16th, 2015 Safeguard Properties hired a local business, * **** ******** owned by **** ******* to mow and weed-eat the property of *** ******** *** ** ******* ****** **. At the time my classic **** ******* was parked in MY driveway located at the residence next door to *** ******** ***. **** ******* using a weed-eater cut down the grass/weeds at *** ******** ***. Never did he ask me to move my classic car. After he had left, I noticed grass and weed clipping all over the hood/roof/driver side/trunk of the **** *******. I proceeded to wash my car. As I did so I noticed the pressure and force of the weeds hitting my car and left chips and scratches all over it. I contacted * **** ******** right away, and then proceeded to contact Safeguard Properties. **** ******* claims he did not do any damage to my car and the work was done for Safeguard Properties, nor will Safeguard Properties take any responsibility. Safeguard Properties attorney has contacted me (***** ****) but we have not come to an agreement. I believe Safeguard Properties is responsible for the damage done to my **** ******* and I would like the damages to be covered.

Desired Settlement: I am requesting $5,000.00 to repair the paint on my **** *******, which was custom painted 1 year prior to the incident.

Business Response:

Safeguard properties is in receipt of complaint ID #********. In response to *** ******’s complaint, the independent contractor was first made aware of the alleged damages and attempted to address the situation in lieu of responsibility in an attempt to avoid further escalation and the legal claims process. The independent contractor provided *** ****** the name of a reputable auto detailer to address the alleged damages. *** ****** made an appointment with the detailer on April 25, 2015. After the detailed assessed the car, he advised the independent contractor that the paint on the vehicle was damaged when it was painted and not as a result of the grass. The independent contractor then attempted to have the vehicle looked at by a reputable body shop. These attempts were unsuccessful.
Upon the previous attempt proving to be unsuccessful, *** ****** advised Safeguard his concerns were not resolved. As a result a legal claim was opened and a formal investigation was completed. *** ******, requesting $5,000.00 to resolve his claim supplied an estimate from ****** ******** * ***** in the amount of $2,809.20. The estimate did not provide the cause of the damages, see attached estimate. Upon receipt of the estimate and in the course of the investigation, Safeguard and the independent contractor involved the insurance carrier for the contractor. The insurance company enlisted the assistance of a property and casualty adjusting and appraising firm in an attempt to properly evaluate the loss. Please see the attached appraisal and estimate from ********* * ******** *******. The adjuster advised of pre-existing damages in that the paint was not of good quality, had contamination and prep issues, sand marks and dirt and dust under the paint and finish, that were not related to the loss.  The damages alleged were minor compared to the pre-existing damage noted. He also advised that the damages alleged were likely related to the fact that paint on the vehicle was not original (softer) and that the paint may also have been damaged in the cleaning after the loss. The adjuster provided an estimate to refinish the vehicle only and did not attempt to estimate the cost to repair the pre-existing damages. Please see attached report.

Despite the insurance denial and reports of pre-existing damages, Safeguard attempted to resolve the claim with *** ****** and provided an offer in good faith based on the information provided. *** ****** refused the offer and provided a counter offer in the amount of $2,000.00. Please see the attached email. *** ****** was then advised at that time that the claim handler did not have approval to move above the offer in good faith. Upon receiving the BBB complaint the legal department manager reviewed the claim and sent *** ****** a release and settlement agreement in the amount of his counter-offer to resolve the claim. To date *** ****** has not returned the executed documents. Should the document be returned, the claim would be resolved. See attached email and settlement documents.

7/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: ****** *** contracts with Safeguard to winterize properties. This company was negligent in the weatherization process (the water needs to be shut off and winterized every fall to prevent freezing), resulting in frozen back flow preventer (this is where the lawn irrigation system is tied to the main water line.) I made Safeguard aware of this issue in February and provided them with all the documentation at that time. They have provided me updates on a weekly basis but we have not seen any action.

Desired Settlement: I am requesting a refund for my water bill that is $377.51 and the plumbing bill of $400.00 which is the damage resulting from this negligence. Thank you!

Business Response:

Safeguard is in receipt of complaint ***********. Safeguard does not own any properties, but rather performs property preservation services at the direction of its clients (which include both private mortgage lenders and government-sponsored entities) which are on a per order basis.

*** ***** reached out to Safeguard regarding this issue on March 2, 2015, at approximately 3:00pm. Her legal claim was opened on March 3, 2015 and assigned to a claims handler. In review of the work orders and information provided by *** *****, the sale took place on or about February 20, 2015.

This property was winterized and dewinterized several times throughout the winter months to market, show, and/or have the property inspected prior to sale. The last work order received from our client was to dewinterize the property just prior to the purchase date supplied in the complaint by *** *****.

After further review it has been determined that the contractor(s) performed the work orders in accordance with the guidelines provided by Safeguard Properties and our client. The contractor(s) provided detailed photo documentation to support all work completed, and all orders were completed as directed by our client and within guidelines and parameters.

Safeguard did not receive any work orders to rewinterize the property after that order. Safeguard cannot act unilaterally nor can we enter a property that our client no longer has an interest in.

In the course of the legal claim process, Safeguard reached out to our client, the seller of the property and advised them of the claim. They have advised Safeguard that the property was purchased in “as is” condition. The sales and real estate contract signed at the time of the purchase allegedly contains a waiver of claims for damages to the property.  In light of the foregoing it appears unfortunately, that the damages *** ***** reported may have happened after the last dewinterization order. If the damages were present prior to the sale, a property inspection report would have shown the damages. There is no liability on part of Safeguard or its contractor(s), and the claim has been denied based on the facts and timelines as set forth above.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Safeguard sent me a letter stating that I had purchased the property in January, which is not the case.  The property inspection took place on January 21st.  Safeguard should have winterised the property after the inspection as ****** *** did not sell the house to me until February 20, 2015 as stated on the deed.

Regards,

****** *****




 

Business Response:

Safeguard is an independent contractor that completes preservation services on a per-order basis for our clients. Safeguard cannot act unilaterally. Safeguard acted within our contractual obligations to our client and completed orders as requested by our client. Safeguard does not own the property in question and cannot enter the property without a work order providing permission to do so. The orders were executed correctly per the guidelines and approvals set forth by our client. The last work order requested for this property was an order to dewinterize the property.

Business Response:

The denial letter forwarded to *** ***** has incorrect information regarding the purchase date. This is likely due to a typo. As previously reported in the attached business responses the purchase date as provided by *** ***** is February 20, 2015. The last work order placed was to de-winterize the property, this order was opened on February 18, 2015 and completed on February 19, 2015. As previously reported the damages may have occurred after the last dewinterization order. Safeguard sincerely apolgizes for any confusion the incorrect date(s) in the denial letter may have caused. In light of the confusion this may have caused, an offer in good faith was extended and accepted by *** *****. A release and settlement was forwarded and upon return of the executed document, the claim will be closed.

7/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Safeguard properties was obtained to "protect" the property for the mortgage company for **** ********* **** ******** ** *****. Property was vacant for 2 years. Upon availability to regain access to property, we were to have a PSI test on home to have utilities turned back on. Contractor advised that the following items were missing and that it would cost approximately $4,000.00 - 6,000.00 to replace all parts to get home to pass inspection to have utilities turned back on. Items that were missing are: A/C Unit (in rear of home) All copper line sets (for A/C Unit) Condenser Vent Pipe All electrical outside (for condenser) A-Coil Disconnect for condenser Thermostat AND they took the stove !!!! This list is by no means all inclusive. My complaint is that if the purpose of Safeco is to "Protect the assets" , how is it that they can go "winterize the home" and take EVERYTHING in it ? I have the list that shows the Safeco contractors that signed in, and they were the ONLY ones that have had access to the house, as there were NO broken windows or doors that would allow anyone else access to the property. This is absolutely absurd that the contractors that you employ would practice such DEVIOUS tactics in "protecting the assets for clients". We would like the home put back in to the SAME condition that it was when Safeco took over the property.

Desired Settlement: Provide adequate funds to homeowner so that the required inspections can be performed so that homeowner can move back in to the home.

Business Response:

Safeguard is in receipt of complaint ID# ********. Safeguard is an independent contractor that completes preservation services on a per-order basis for our clients. Safeguard cannot act unilaterally. Safeguard acted within our contractual obligations to our client and completed orders as requested by our client. Safeguard does not own the property in question and cannot enter the property without a work order providing permission to do so.
A legal claim was opened on or about May 28, 2015 in regards to *** ***’s concerns. An investigation is underway in an attempt to ensure all work was completed without error. The following events were recorded in our records to date.
On or about May 9, 2012 work began at the property that has been continuously vacant since that date.  At that time the property was vacant and secure.  The property was then secured with a new lock and a lockbox installed to allow interior access to assess damages and complete interior inspections to monitor the property for any new damages that may occur.  *** *** was to meet with Safeguard representatives to surrender the keys to her home for the securing.  She advised the representative that the house was vacant, she would not be meeting them to provide the keys as previously discussed with our client, and had no intention of returning to claim any items.
On July 20, 2012 the property was found to be unsecure with open doors. Work was completed to re-secure the property.
The air conditioning unit that is the partial subject of the claim was noted to be missing prior to the request from *** ***. A claim for theft was resolved between the homeowner’s insurance and our client, on October 11, 2012 with the proceeds being provided to the mortgage holder.  *** *** will need to contact the mortgage holder regarding this claim issue. Safeguard did not remove the unit, this was determined to be a third-party theft by the homeowner’s insurance company.
The property was last serviced by Safeguard Properties on October 22, 2014 when the grass was cut there was no entry to the interior of the property during the time of the lawn maintenance service. All damages that occurred after that date are unknown to Safeguard.
As mentioned above, the claim for the other concerns is still open and under investigation at this time.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

There was no police report filed showing "theft of property" as alleged by Safeco.  I checked the records with the local police department and there is NOTHING on file stating that there was theft.  I also had a licensed insurance agent run a loss history report for the property and there are NO LOSSES SHOWN. 

According to response from Safeco, they were responsible for the property when the items came up missing.  Also - since the contractor would be responsible for "protecting the property" for Safeco, this should have been a general liability claim from Safeco against the contractor responsible for "protecting the property", since the contractor you employed was the only one with access to the home.  As previously stated, there were and still are NO BROKEN WINDOWS or DOORS, therefore this had to be an inside job from someone that had access to the home.

We continue to seek a check made payable to Martha and Samuel Noe in the amount of $6,000.00 to cover the losses to the property while in Safeco's "care".   The check needs to be mailed to: 

**** ****** ****** ** * * ******** **  *****

We have attached an estimate from a licensed contractor showing that the $6,000 still will not cover 100% of the repairs.  

Regards,

****** *** ****** ***




 

Business Response:

Safeguard Properties LLC, is in receipt of the rejection. Based on the rejection, it is possible that the ***’s are receiving information from a different company as the response is directed at “Safeco” and the below discrepancies.

Safeguard Properties LLC, is not SafeCo, but a preservation company that completes preservation services on a per-order basis for our clients. Safeguard Properties LLC, is neither a security company nor an insurance company.

In response to the following: “There was no police report filed showing "theft of property" as alleged by Safeco. I checked the records with the local police department and there is NOTHING on file stating that there was theft. I also had a licensed insurance agent run a loss history report for the property and there are NO LOSSES SHOWN.”

Safeguard Properties’ previous response did not mention a police report at any time. Safeguard Properties has attached the claim documents as referenced in the previous response. Please understand client, loan, and personal protected information have been redacted.

In response to the following: ” According to response from Safeco, they were responsible for the property when the items came up missing.”

At no time in the previous response did Safeguard state they were “responsible” for the ***’s property. As described in the previous response, Safeguard Properties is only responsible to complete the work orders received from our client.

In response to the following: ” Also - since the contractor would be responsible for "protecting the property" for Safeco, this should have been a general liability claim from Safeco against the contractor responsible for "protecting the property", since the contractor you employed was the only one with access to the home. As previously stated, there were and still are NO BROKEN WINDOWS or DOORS, therefore this had to be an inside job from someone that had access to the home.”

Between May 2012 and October 2014 Safeguard Properties received orders to complete property preservation services at the ***’s property. During that time our records provide evidence to support this property was found unsecured.  There is no indication the ***’s visited the abandoned property until Safeguard Properties a call received on May 21, 2015 requesting access to the property. Therefore the ***’s are unable to attest to the conditions of the property during that time.  Please see the original response below.

Based upon the foregoing, there is no liability on the part of Safeguard Properties or its contractors and your claim for damages is without merit.  We are closing our file in this matter. Please seek the insurance funds from your lender as evidenced in the attached documents.
 
Safeguard is in receipt of complaint ID# ********. Safeguard is an independent contractor that completes preservation services on a per-order basis for our clients. Safeguard cannot act unilaterally. Safeguard acted within our contractual obligations to our client and completed orders as requested by our client. Safeguard does not own the property in question and cannot enter the property without a work order providing permission to do so.

A legal claim was opened on or about May 28, 2015 in regards to Ms. ***’s concerns. An investigation is underway in an attempt to ensure all work was completed without error. The following events were recorded in our records to date.

On or about May 9, 2012 work began at the property that has been continuously vacant since that date. At that time the property was vacant and secure. The property was then secured with a new lock and a lockbox installed to allow interior access to assess damages and complete interior inspections to monitor the property for any new damages that may occur. Ms. *** was to meet with Safeguard representatives to surrender the keys to her home for the securing. She advised the representative that the house was vacant, she would not be meeting them to provide the keys as previously discussed with our client, and had no intention of returning to claim any items.

On July 20, 2012 the property was found to be unsecure with open doors. Work was completed to re-secure the property.

The air conditioning unit that is the partial subject of the claim was noted to be missing prior to the request from Ms. ***. A claim for theft was resolved between the homeowner’s insurance and our client, on October 11, 2012 with the proceeds being provided to the mortgage holder. Ms. *** will need to contact the mortgage holder regarding this claim issue. Safeguard did not remove the unit, this was determined to be a third-party theft by the homeowner’s insurance company.

The property was last serviced by Safeguard Properties on October 22, 2014 when the grass was cut there was no entry to the interior of the property during the time of the lawn maintenance service. All damages that occurred after that date are unknown to Safeguard.

As mentioned above, the claim for the other concerns is still open and under investigation at this time. 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The entire claim is against Safeguard Properties, LLC.  Safeco was a typo.  This is absurd that the company would let their contractors / employees do this to properties.   We are in our 60's and can not fight "Corporate America" with all of their heartless "legal eagles" and BS paperwork.   THIS IS RIDICULOUS !!!!   Pay the money and move on - bunch of heartless people at Safeguard Properties, LLC !!  You guys know you were responsible for it !   

Regards,

****** *** ****** ***




 

6/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been victimized on multiple occasions as a result of the deed in lieu of foreclosure process entered on Jan 5, 2015 with ******* ********. On May 2, 2015, the HOA security company where my property is located at **** ******* **** ****** ************* ** *****, went to check on the property due to a recent report from a homeowner about a potential vandalism. When they arrived the garage door was opened and discovered squatters in the property. Upon questioning the occupants they were informed that they have a signed lease agreement effective Feb 7, 2015 and recently moved into the property a week prior to May 2nd and have keys and a garage door opener to the property. The lease agreement listed two individuals as the tenants and me as the landlord. My first name was spelled incorrectly and my last name was my maiden name. I have never entered any rental agreements given the property was going through the deed in lieu process nor do I have access to the property and live in Virginia. The police were called to the property by the HOA security, but due to squatters rights the individuals could not be removed from the property until legal action is taken which is an expensive process. I am now a victim of identity theft, further damage to the property and fraud in addition to the previous vandalism and burglary that was discovered on Feb 25, 2015 when a Safeguard Properties LLC representative met my realtor at the property to take care of inspection items. On Feb 9, 2015 I spoke with a ******* representative on and was informed that the inspection had failed due to the last inspection date of Jan 28, 2015. I had contacted the bank numerous times to arrange for Safeguard to meet my realtor at the property to resolve the inspection items given there was no lock box to access the property as stated on Feb 9, 2015. Not until Feb 25, 2015 did someone from Safeguard contact my realtor to meet at the property. Since the third party inspection company, Safeguard Properties LLC, had access to the property it has been vandalized and burglarized during the timeframe of the last inspection dated Jan 28, 2015 and the date of the report on Feb 25, 2015. Additionally, Safeguard accessed the property prior to me officially signing of the deed in lieu of foreclosure contract to change the locks, winterize and inspect the property. The insurance claim that I filed on Feb 26th is still pending due to lack of cooperation by ******* to have their inspection company provide the adjuster an account of what happened. A few weeks ago I was informed by the adjuster that a ******* representative filed an insurance claim on March 18th for the same date of loss of Feb 25th. An adjuster came to the property on Apr 7th and a check was sent cut on April 9th for about $518 to *******. ******* never disclosed they filed a claim and have further shown their negligence in securing the property and creating further hardship to me as the property cannot be restored to a condition for the deed in lieu of foreclosure case to be reopened. Now the property is health hazard to neighborhood and the other attached unit of the condo. The HOA plans to contact the Health Department as the squatters have been using the bathroom with no running water. In researching Safeguard Properties, LLC on BBB there are numerous reports from mortgage customers that had used this company for their inspector of unethical business practices in contractors burglarizing and vandalizing properties during the past 12 months.

Desired Settlement: ******* ******** honor the deed in lieu of foreclosure and forgive all debt associated with the mortgage and expenses due to the damage to the property due to Safeguard Properties, LLC's negligence to secure and inspect the property.

Business Response:

Safeguard is in receipt of complaint ID# ********* Safeguard is an independent contractor that completes preservation services on a per-order basis for our clients. Safeguard cannot act unilaterally. Safeguard acted within our contractual obligations to our client and completed orders as requested by our client. Safeguard does not own the property in question and cannot enter the property without a work order providing permission to do so.

A legal claim was opened on or about May 26, 2015 in regards to *** ******’s concerns. An investigation is underway in an attempt to ensure all work was completed without error. The following events were recorded in our records to date.

On or about December 4, 2014, a winterization was ordered directly by our client in our system, which was completed on or about December 6, 2014.  The independent contractor found the property to be vacant, secured a secondary door and installed a lockbox to allow access for future inspections while the property is vacant and winterized the property.

On Or about December 30, 2014 a Deed in Lieu inspection order was placed by our client in our system, which was completed on or about January 2, 2015.  The lockbox was still present.

On or about January 20, 2015 a second Deed in Lieu inspection order was placed by our client in our system, which was completed on or about January 28, 2015.  They capped the sewer line and the lockbox was still present.

On or about February 4, 2015, during a regular monthly inspection ordered by our client, an inspector reported that they had no access due to a missing lockbox.  This information was forwarded to our client.

On February 17, 2015 a third Deed in Lieu inspection order was placed by our client in our system, this order included instructions to contact **** ******* to remove debris and then complete the inspection.  The independent contractor secured the rear door again and installed another lockbox to allow access for future inspections while the property is vacant.  They reported the hot water heater, furnace, stove, microwave, fridge, washer and dryer to be missing upon entry.
During the April and May monthly inspections, the inspector reported the property as occupied, that there was a car in the driveway and that the lights were on inside.  This information was forwarded to our client.

The orders were executed correctly as requested by our client, and during the completion of all work orders the independent contractor(s) reported and photographed the contents of the property as well as the property condition. Only a secondary door was secured to allow *** ****** and her realtor constant access to the interior of the property. Based on the photos provided at the time the work orders were completed the items appear to have been removed by a third party that also removed the lockbox and lock installed on the secondary door. The photos show the items present January 20, 2015 and missing upon arrival at the next entry to the interior of the property on February 17, 2015. *** ****** also states that there are squatters at the property, we cannot be held liable for the illegal acts of the unknown third party.

Safeguard cannot answer to the comments directed at our client; *** ****** will need to contact them directly to address that portion of her concerns.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

**** ******




 

5/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Safeguard Properties was hired by a bank to secure a condominium unit in our complex. I came home Easter weekend to find an unauthorized vehicle in my driveway. I left a note on the windshield telling them my unit number and asking them not to use my driveway. I then determined that this contractor illegally entered my garage, padlocked the electronic garage door system and replaced the locks on my man/entry door completely denying me access to my garage. The police were called on April 5th (Easter Sunday) and I reported this on Monday, April 6th. to Safeguard Customer Service treated me like this was MY fault and I had to make repeated calls to them during my regular work hours and I had to leave my office early to meet a separate crew to repair the incorrect work that was done. I wrote a letter to the owner/founder of Safeguard Properties and did not receive an acknowledgement or a response.

Desired Settlement: I would like to receive and acknowledgement and apology of their wrong doing along with a plan so that something like this does not happen again. This incident has been reported to the police and to the management company for the condos.

Business Response:

Safeguard is in receipt of complaint ID#********* Contact information for Safeguard and an update on the process of the claim has been provided to the claimant via email. We are currently reviewing the claim and have reached out to our internal business partners to assist in this review. Safeguard would like to request 30 days to fully review and provide a proper resolution with the claimant.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Safeguard has requested 30 days to resolve this issue. I accept the 30 day timeframe, however, I do not consider this complaint resolved. Regards, **** ********
 

Business Response: From: ***** ******* ***************************************
Date: Thu, May 14, 2015 at 9:35 AM
Subject: BBB Complaint ID ********
To: ************************* *************************
Cc: **** ***** ************************************


*****,
 
Safeguard pulled the recording from *** ********’s call in and agree the standard of customer service was not at the level Safeguard sets for our customer service. The issue has been escalated to our customer service management for review for training and/or staff adjustments. We also discussed the issue as a whole and I apologized on behalf of Safeguard for the inconvenience of both the securing of her garage as well as the low level of customer service and lack of follow up in regards to her concerns. I inquired if there was anything further I could do to address her concerns and she advised that at this time there was really no further claim outside of the inconvenience. I thanked her for her time and Safeguard is closing the file at this time.
 
Thank you,
 
***** *******
Paralegal - Claims Resolution Specialist
Safeguard Properties

5/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The Company they subcontract with entered residence and stole personal items. Company refuses to take responsibility

Desired Settlement: Return of all items stolen or compensation for items stolen

Business Response:

Safeguard is in receipt of complaint ID# ********* On May 6, 2015 a legal claim was opened to address *** *******s concerns. A full investigation of all work completed at the property was completed. During the investigation, it was discovered that *** *******s vacant property was found unsecured due to broken doors and locks on several occasions. Additionally, the claims representative and the independent contractors have been in contact with local law enforcement regarding the missing items from the property. It appears that *** ****** is a victim of vandalism. *** ****** should follow up with her local law enforcement and her home owner’s insurance company regarding this loss. Please see attached, the letter forwarded to *** ****** on May 13, 2015 detailing our investigation and denying the claim. Safeguard will continue to assist the local law enforcement in any way.

4/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The upstairs condo unit was foreclosed and Safeguard was hired by the bank to clear out the unit. What occurred is the crew pulled a stack on washer and dryer from an alcove in the laundry room. When they pulled out the machine they broke the water-feed line, causing flood damage to my unit. When I contacted them they told me that they do not respond to noncustomers and any issues need to be directed to my home owners insurance. That stance has me out of pocket $500 for the deductible and possible increases in my future insurance cost. They refuse to assist nor take responsibility.

Desired Settlement: I would like a check for my $500 deductible.

Business Response:

Safeguard is in receipt of complaint ID #********. Upon receiving the complaint our legal department reviewed the notes regarding *** ******’s concerns and requests. Our records show that *** ****** filed the claim with his insurance company and was advised on April 1, 2015 that his out of pocket expenses would need to be recovered from his insurance company upon their completion of a subrogation. Safeguard cannot enter into a settlement agreement that may or may not come back in the form of a subrogation from *** ******’s insurance company. There are also notes in our system showing *** ******’s insurance company has received our contact information, should they believe that a Safeguard representative caused any damages to *** ******’s unit they may forward the information as directed. Upon receipt of any subrogation package, a full review of the claim is conducted by Safeguard’s legal department. I have attached some helpful information regarding the subrogation process for review.

4/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Safeguard Properties was mistakenly hired by **** ** ******* after a tree fell on my home. My home was not abandoned or foreclosed on as Safeguard has stated on numerous occasions. We have been in an ongoing battle with our insurance company to make the necessary repairs to the home so that we can live in it once again. Safeguard properties jeopardized our insurance claims by making "repairs" to the home. These repairs were not performed properly and have caused more damage to the home then was originally present. Safeguard hid the the damages to the home rather then repair them. Also in hiding the damages we were not able to show the insurance company the true extent of the damages hurting the appraisal values and adjusters ability to identify what needed repair. Safeguard 1. Replaced the siding on the home without repairing the damages to the outer wall. 2. Painted over mold growth. 3. applying new insulation to the attic with out removing old insulation All of these conditions contributed to the atmosphere creating and encouraging more mold growth. We have been in contact with safeguard the entire time asking them to please stay off the property and stop all work they were doing, They continue to come on the property, even after our contractor informed them to stay off.

Desired Settlement: We would like them to pay for the repairs they were supposed to do. We would also like them to pay of the mitigation of the mold damage so that my family may return to our home.

Business Response:

Safeguard in in receipt of complaint ID#********. Safeguard is an independent contractor that completes preservation services on a per-order basis for our clients. Safeguard cannot act unilaterally. Safeguard acted within our contractual obligations to our client and placed orders as requested by our client. Safeguard does not own the property in question and cannot enter the property without a work order providing permission to do so. The orders were bid and executed per the guidelines and approvals set forth by our client.
 
This client first contacted Safeguard to start preservation services at the property in question on or about March 6, 2013. To the extent of our knowledge, this property was previously reported vacant as early as September 2011. From March 2013 to present, the property was found to have pre-existing damages and multiple additional damages including but not limited to vandalism and hurricane damages associated with Irene and Sandy.  Orders were opened and completed to report all damages and several bids were provided to repair all pre-existing and new damages that occurred to the property during this time frame at the property. Our client made the decisions on the course of actions and which repairs were to be completed. The repairs were completed as ordered with photographic evidence to support the accuracy and completion of the work competed per the various work orders as directed by our client.
 
Additionally, Safeguard was made aware of the claimant’s concerns and opened a legal claim on March 4, 2015. On March 5, 2015 due to the nature of the claim, the claimant was advised that her information was forwarded to our client for review. On March 5, 2015 Safeguard was advised that they would be in contact with the claimant regarding the claim due to the nature of the claim. Safeguard is not aware of the outcome of any further contact with the claimant or the outcome of referenced contact attempts.
 
The claimant was advised by Safeguard on March 9, 2015 that Safeguard cannot control the continuing orders opened by the client, and she would need to contact them directly to request a cease and desist in that matter. The claimant terminated the phone call at that time.
 Based on the above information, the legal claim was closed as our client has advised that no error was found in the completion of the requested orders and the claimant’s concerns would be addressed by them directly.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

We informed Safeguard that we were involved in continuing insurance matters in regards to our property and asked them on several occasions to refrain from entering the property and making repairs in order to not taint the insurance investigation. We have called many times and talked to many different associates, in regards to the different things they were doing in the home. 

The pre-existing conditions were being investigated by the insurance company and the "repairs" made by Safeguards contractors were merely cosmetic, hiding the true extent of the damages and destroying any chance of having the insurance repair the property. They painted over mold rather than cutting it out- even after the work order said to cut and remove the drywall.  They put siding over a hole in the house and never repaired the hole. the siding was not installed properly and allowed water to get behind and subsequently through the hole into the home.  We have various photos provided to us by the contractor showing that the work was not done properly.  We contacted the bank in regards to this matter and were informed of what Safeguard was asked to do- which is not what was done. The bank stated there were various errors. 


Regards,

******** *********




 

Consumer Response: This was done via the phone and I have the contact information for the person at the bank. I will be more than happy to provide. 

4/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My property located at **** ********** ** ** ***** ***** **** was contracted by my mortgage company ******* ******** to be winterized in December 2014. The house had an offer on it and the **** ** ********* **** turned the water back on so that the house could be inspected. The water was turned back on on Monday , March 9th. I visited the property on March 9th in the evening to physically turn the water back on in the house. I did this to make sure there wasn't any leaking pipes. I turned the water on only to find that in the upstairs bathroom was leaking water in it. I went up stairs to find that the valves for the sink were off of the pipes and water was spilling onto the floor. I quickly went back to the basement to turn the water off. I then proceeded to go to **** ***** to get brand new valves to replace the broken ones. I was thinking that if this was the only thing that was broken then it wasn't so bad. I repaired the valves and turned the water back on . Now i found that I had two broken pipes in the walls. I decided to stop with my efforts for the night and call my Realtor to have her call the mortgage company and safe guard in the morning . She also needed to cancel the inspection that was scheduled for the next day. Three days later a Safeguard representative came out to de-winterize the property. By this time the damage had already had been done. On Friday March 13th, Safeguard sent someone to take pictures of the property as well as the damage that was done. I was told that i might actually have a phone call by the end of the weekend saying yes or no if they were going to repair the damage. I got no call that weekend. I learned from my Realtor that they were not going to repair the damage. It was all upon me to make the repairs. No reason was ever given, i was just told that safe guard was not repairing anything. I believe that the person who supposedly winterized this property should pay for it to be repaired or at least reimburse me for the repairs I have to make to the house. By the way, who ever winterized the property did not leave contact information on any of the faucets or toilets that they supposedly winterized.

Desired Settlement: I want to Safe guard to reimburse me for the repairs that I have to do due to their contractors negligence to winterize my property properly. if it was done correctly i would not have to repair broken pipes..

Business Response:

Safeguard is in receipt of complaint #********. A legal claim was opened to complete a formal investigation and the claimant was contacted for further information. This information was received and additional information was requested from the independent contracting company and our client. Once this information is received the claim will be reviewed for a determination for resolution. Safeguard is in need of an additional 7-14 days to complete the formal legal claims process.

4/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Mother-in-law passed away last January of 2014, and she has a home equity loan with ***** ****. When she passed away, my husband who is the executor of the will, when to ***** numerous times to give them her death certificate, the will, and that no one at the time was living at the house. He has been over at the house since she passed away, cleaning and getting things ready for the house to sell. He has told ***** repeatedly that no one was living at the house, and gave them our home phone number in case they needed to get a hold of us at anytime. Every time we call *****, they ask us who we are, doesn't know the Mother-in-law has passed away, and what is our phone number. It has become ridiculous already. Well, we had that big snow here in *******, and my husband and I needed to shovel out a 165FT side drive, and it takes a lot of time and effort to shovel it out with 20" of snow. ******* has now passed some ridiculous act that snow has to be cleaned by 10.00 the next morning or you can be fined. Well I was busing cleaning out my own snow, and I don't have extra money to give someone to shovel out the other home. So someone calls ***** and says the property is empty. So *****, Einstein's that they are, calls this wonderful piece of crap company to go to the house, and go and break in, and see what is going on. They didn't even bother to call us. So whoever these nasty people are, going into the house, pulled all the drawers out, stole my husband's drill, and some tools, and then the Einsteins instead of going into the front door, that was wooden and not a very secure front screen door, they go and drill holes, and destroy the locks on a new $1,200.00 security door, that my husband and I had to put on last year. That door had a new inner door with metal frame and the new outside wrought iron security door. That is the door the no-think-ums decided to destroy to get in the house. NO ONE should go into a house with someone being there. I am going to file a Police Report on *****. Boy this every thief's dream. Work for ***** preservation, break into every home, with out calling anyone to see who is managing the house, and steel whatever you want. I don't know if these lowlifes are even bonded. I was so mad and called ***** and told them everything they did. The woman was outraged, and said it seemed like they went and destroyed the house, rather than check it out. They were only supposed to take pictures and leave. Not these people. Now I have received a letter from *****, giving me a itemized list of everything they did on the house, and I am just supposed to pay this corrupt bank. It comes to the tune of 624.00 They owe me over $370.00 for the busted new locks, and for drill they thought they would just steel. It will be a cold day in hell before I pay these people I looked up this company, and instead of the better business bureau thinking they have a great rating, maybe you should just look up RIP OFF reports, and find out that there are 74 reports against them, for just this kind of problem I am writing about. Something needs to be done. No one should be able to go into someone's else's home without their knowledge, or someone being present. ***** should be sued, as well. The dumb people at the bank don't know, or look up the file, to see who is working on the house and call them???? Please, this is just ludicrous. It goes along with everything else this stupid bank does. I think this Whole Preservation thing, is a Big Scam and if they continue to aggravate me, I will be filing a lawsuit against them. Thank you very much! SIncerely, Patricia A. Hanas

Desired Settlement: They need to give us a refund, as they did not belong there . They stole some tools, that cannot be replaced. They want you to send a receipt for all the stuff stolen and or any other info pertaining to it. REALLY!!!! Yeah I have receipts for tools from 11 years ago that my husband used from his ********* days. I think they have a lot of nerve, and if I don't get a refund, and a Apology, then I will be forming a Law Suit against this wonderful preservation company, and against Chase as they are so incompetent that they can't keep files together or information it seems like.

Business Response:

Safeguard in in receipt of complaint ID#********. Safeguard is an independent contracting company that completes preservation services on a per-order basis for our clients. Safeguard cannot act unilaterally. Safeguard acted within our contractual obligations to our client and completed this order as requested by our client. Safeguard does not have access to protected financial information and would not have information regarding calls placed to our client and we are unable to answer to that portion of the complaint.
Safeguard was made aware of the claimant’s concerns on February 24, 2015 and opened a legal claim. Our process is to send a standard request for information from all parties involved in an attempt to gain all information and facts to complete a thorough review.  Safeguard is aware that generally receipts are not available, and this does not affect the outcome of any claim.  
 
The claims department reached out to the claimant in an attempt to discuss the claim with the claimant on March 4, 2015, March 11, 2015, and again on March 18, 2015 and was unable to leave a voicemail due to the voicemail box being full. On March 18, 2015 Safeguard received a fax from the claimant with reimbursement amounts.
 
Additional research was completed and our client mailed a letter to the property requesting additional contact regarding the property maintenance. To the extent of Safeguard’s knowledge, no contact occurred in the requested timeframe and the order was placed to complete the securing of a secondary door allowing continuous access to the home owners, to complete a winterization to protect the property from freeze damage, and a condition report on any damages that may cause additional damage to the property.
 
The independent contractor(s) provided detailed photo documentation to support all work completed, all items that were present at the property, and the property condition. Photos support that in addition to the letter mailed a door hanger was present at the property upon arrival also requesting contact and advising of the securing process. The item in question did not appear in the location stated in the photos.
 
Based on the lack of information regarding the claimant’s statement that contact was made to the client regarding the property, Safeguard again attempted to contact the claimant to discuss the claim on March 23, 2015 and a voicemail was left requesting a return call to discuss the claim. A follow up email was sent to the provided email address expressing a good faith offer to resolve the complaint. On March 24, 2015 the claimant accepted the offer in a reply email. Based on the acceptance email, a standard release and settlement agreement was forwarded to the claimant via email. Please see attached correspondence. Safeguard received executed documents March 26, 2015 and a check request has been forwarded to our accounting department. Once the check is received from accounting it will be forwarded via regular US Postal Service and the claim will be closed as resolved.

3/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On September 26th 2013, Safeguard Properties sent shady contractors unannouced to winterize my house. They stole over $5000 in property, including cash and collectibles. I contacted Safeguard Properties and filed a theft complaint. I informed them that I was residing in the house and they were not to take any of the property that was there. I also filed a police report. I told them not come to my house and return all of my property. On October 3rd, 2013. I returned home from work to find men in my house unauthorize again. I did call the police and the men stated that they were contractors from ****** ******* *** and was sent into the home by Safeguard Properties. They showed a work order and was released by the police. Safeguard Propeties and I was trying to resolve this but I have not heard from them in almost a year. The phone calls have stopped. I'm trying to resolve this before my statute of limitations run out. I will be forced to file a criminal suit against them in the Common Pleas Clerk of Court if this isn't resolved.

Desired Settlement: I would like my property returned or refunded for all the items and cash that was stolen.

Business Response:

Safeguard is in receipt of complaint ID #********. On or about September 21, 2013 an exterior inspection was completed and the property was reported as vacant.
 
Based on the vacancy report, a work order was opened to complete a property damage report, winterization, and lawn maintenance services. On or about September 26, 2013 an independent contractor found the property to be unsecure.  They secured a secondary door, to allow access for future inspections while the property remains vacant, boarded a broken window and completed a winterization to protect the property from the elements.  The porch decking and steps were rotten, the yard was overgrown, there was freeze damage, there was evidence of rodents, the roof needed to be replaced as it was beyond repair, and the ceilings were caving in due to the water damage from the roof.  Utilities were report to be off.
00
 
On or about October 3rd an independent contractor reported to this property to provide a second bid for the needed roof repairs.  The claimant then called in requesting no more work be completed at this property so we reached out to the client to advise how to proceed.
 
Based on the claimant’s concerns, a legal claim was opened on September 30, 2013. Upon further review, it was found that the claimant alleges missing items, but there is insufficient evidence to support this loss was the result of error on the part of Safeguard or the contractor(s).  A police report was made, two months after the alleged theft and no suspects were found in the investigation.  The claimant has not provided supporting documentation or proof of ownership regarding the items.  Photographic evidence provided by the contractor under the work order show the items not present upon arrival.  In addition, due to the water damage from the roof, the items found present inside the house were damaged.
 
Based off the lack of evidence that the items were present, the condition the items would have been in if they were present, and lack of proof that anything was removed by the independent contractor(s), an offer has been extended in good faith to resolve the claimant’s concerns. 
 

3/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Safeguard Properties changed the locks on a property located at **** ** *** ****** **** *** (the “Property”) on or around February 27, 2015. We contacted safeguard that we were the new property owners on March 1, 2015, however, they refused to allow access to the Property. Law Enforcement was contacted and in their presence we had a locksmith change the locks. Safeguard Properties maintains that they had authority to enter the Property. No authority exists.

Desired Settlement: We are requesting in excess of $1500 to settle all costs associated with this matter.

Business Response:

Safeguard is in receipt of complaint ID#********. Safeguard received a call from the claimant on March 1, 2015 requesting access to the property. Safeguard completes preservation services to properties on behalf of our clients on a per-order basis, we are unable to act unilaterally. Safeguard does not have access to loan level information and had to reach out to our client for approval to do so as there was no information in our system regarding the sale of the property. On March 3, 2015 a legal claim was opened to address the claimants concerns and a call was placed to discuss the claim with him. Safeguard received a response from the client to cease all preservation services at the property. Based on the information provided regarding the date of the sale of the property and the absence of a stope code in the system, Safeguard resolved the claim with the claimant. A release and settlement agreement was forwarded to the claimant, upon return of the executed documents the claim will be resolved. 

2/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My home in ********* ******** ** was going thru the short sale process and thus was not being lived in but se still had access to the un I and had our personal items in the unit. We came by one day to start moving some items to fin the lock on the front door had been changed and we could no longer gain access to the unit. After some investigation we found that **** ** ******* had accidently hired Safeguard Properties to take over access of the unit, thinking for some reason the home was being reposed. This however is a totally separate issue that we are dealing with. The unfortunate situation here is that the company that Safeguard Storage hired to change the locks and thus gain access to the unit pillaged everything in the home, going thru personal items like photographs and my wife's underwear, leaving them scattered around everywhere. They also stole multiple things like sports memorabilia, a laptop computer, and DVD's. I had the police come out and file a report stating that there was no possible forced entry into the unit and that the only access had been gained by the company which drilled out the locks, and safeguard confirmed that this was there hired hands. I have pictures of all the fore mentioned issues including items they rummaged thru as well as locks that were drilled out. I filed a claim with the people at Safeguard Properties only to be denied because the dates in two different reports were not listed exactly the same, a small technicality that I thought a phone call would resolve. I have been trying to get someone to call m back for more than 8 months now. Every time I call I am told that the person who I spoke with previously either doesn't work there anymore or has switched departments. I have a list of about 20 phone calls, just as many emails, and even tried through Twitter to reach someone. It is very unfortunate that I am unable to get to the right person to get this situation resolved! The company that BROKE into my home needs to be punished and Safeguard Properties needs to stop trying to dodge the bullet. I want compensation for the items taken (which I already gave printed out information about) and at this point I need some help!

Desired Settlement: I would like Safeguard Properties to reimburse me the amount for the items that were stolen from my home. It is unfortunate that the company they hired didn't hold up their end of the bargain but the I shouldn't be the one that suffers.

Business Response:

Safeguard is in receipt of complaint ID# ********. In review of *** **********s concerns it was found that there were inaccuracies in the details of the denial letter. We have been unable to review with the former employee. In further review we were unable to determine how *** **********s messages were not forwarded to the legal department. Due to our inability to determine a cause to these concerns, and the lack of evidence of forced entry, Safeguard extended a settlement to assist *** ********* for his inconvenience. Please see the attached release and settlement agreement executed by *** ********* in the resolution of his claim with Safeguard.

1/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company was hired by *******, our mortgage company to do a routine outside property inspection during renovations. 3 men were seen trying to break into the property so the neighbor confronted them and contacted me. I contacted the contractor who said no one from their company was at the house to call the mortgage company and check with them and then call the police. I called the mortgage co. and spoke with ***** who said that they received our statement back in the mail so sent someone to see if the property was vacant. I explained to him that the house was inhabitable from damage from a storm and that all the paperwork had been filed with their property loss dept. He said that the property dept doesn't notify the cust. serv. dept. when there's a change of address so they didn't know we weren't living there. He fixed the address in the system and I explained what the neighbor had told me about the men trying to get into the house. He put me on hold and said that Safeguard was there for a routine property inspection, since the mail had come back, to see if the house was being taken care of or abandoned. He said that he contacted the company and told the men to just check the outside and not to enter the property at all. Per him they said that's all they did and left. After work my Husband went to the house and the garage door and back door of the home had been broken into as well as the winterized furnace was turned on, all lights were left on, motor oil was spoiled all over the garage floor and they attempted to pry open the main garage door and dented it and the motor is no longer working. We called ******* back who conferenced me in with Safegaurd, the first person hung up on us after hearing what we were calling about. After calling back we got someone different who was very condescending. She basically said she could g file a claim with their legal dept and they would let me know in a few days. She didn't ask me for any information and said she didn't want to see any pictures or anything. She said they'd mae a decision and then if they sided for us they'd want proof. I explained that that made no sense and that I now have a home with items in it that has 2 broken doors that are unable to close, a furnace that wont stay on and it was 19 degrees outside and snowing. She said all she could tell me was to board up the doors. The next day I received a call from ***** **** who said he'd send a packet out to me to complete and needed repair estimates, pictures, etc. I sent everything by certified mail and with in a few days I received a call that he said the men said they didn't do it so that's all they were going to do. I have the Neighbor, ****, who witnessed them trying to break in as well as overheard there conversations about not feeling comfortable doing this when there were still dirt bikes in the garage. There's no way that they would have known there were dirt bikes in the garage if they hadn't have been in there. Also they left the crowbar that they used to break open the backdoor in the kitchen on the floor. To date we have had no resolution to this issue.

Desired Settlement: We are asking that all damages be compensated so that the contractors can fix the doors. The estimate is around $2000 and they are only offering us $250 total. This doesn't even cover 1 door so there hasn't been any resolution.

Business Response:

Safeguard is in receipt of complaint ID #********. A legal claim was opened November 20, 2014 to address the claimant’s concerns.  At the time of receiving this complaint, the claim remained open and in the negotiation stage. Prior contacts were made with the claimant on 11/20/14, 11/26/14, 12/11/14, 12/17/14, 12/18/14, 12/29/14, 1/5/15, and 1/9/15.
 
During this time a thorough investigation of the claim was completed.  The photos and report provided by the independent contractors in the completion of the work order and update show evidence of forced entry upon arrival.  Review of the police report a neighbor arrived on-site during the completion of the work order. No items were found missing only damage consistent with forced entry.  The independent contractor disputed the damages were caused by the crew.  
 
In the investigation, Safeguard was unable to determine if all damages were present prior to arrival and a compromised settlement amount was agreed upon with the claimant in good faith to resolve the claim. A release and settlement agreement was forwarded to the claimant on January 12, 2015. Once the executed release is returned to our office, the claim will be closed as resolved in good faith.

10/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On October 5, 2014, a call was made to city police - it was discovered that my front entry door lock and handle were broken and I could freely enter. Side kitchen door handles removed and thrown on the sidewalk. The doors were left open to the outside. At the time of the police call, I had no idea that it was the result of Safeguard Properties entering. I've never heard of this company. The police discovered a sign in sheet for Safeguard Properties on the kitchen counter. Both the police and I attempted to contact their number to determine legitimacy and option unavailable to leave a message on their recording. The police officers found a lock box placed on the rear door, not fully engaged, and the door left open. The trash barrel was thrown in the bushes and the gate left open. Door hardware thrown on the sidewalk. Inside, my water was shut off and toilet sealed. Empty bottles thrown on the floor and in my tub.My house is occupied by me every weekend in renovation preparation of sale. My mortgage is paid up to date. Safeguard Properties broke into my home. incurring damage and increasing risk of destruction of property. A seperate complaint has been filed with and against *** mortgage, whose customer service department have no record of authorizing Safeguard to enter my home. I have never been contacted by a representative from this company, nor has the mortgage company advised me before or after the break-in. Not only is the seizure of my property unnecessary, the vandalism and at risk condition the property was left in after Safeguard Properties entry is despicable. After the police left, A locksmith was called to replace and secure broken door handles and locks at a cost of $160.00.An antique oak student's desk is missing from the upstairs bedroom.

Desired Settlement: Requesting replacement of cost of locksmith to repair damaged door handles and locks $160.00. Requesting cost of de-winterization, reversal of water shut off and reversal of water heater and furnace shut off-- which will be done by my regular plumbing service contract company. Half a day wages lost to reporting break-in and subsequent police report and retaining locksmith. Explanation and/or replacement of student's oak antique desk that is missing from upstairs bedroom. Thank you.

Business Response: Safeguard is in receipt of complaint ID#********. Safeguard has opened a legal claim for *** **** and has been in contact with her via email and telephone. Safeguard is working with *** **** to obtain further information regarding her claim. Photographs, estimates, and incident report have been received from *** ****. Information has been requested from the independent contractors that completed the work. Safeguard will continue to gather the necessary information to provide *** **** with an amicable resolution for her claim.

10/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Safeguard Properties was supposed to be maintaining a certain house that I was interested in purchasing. I knew the previous owner and her mother, who lived next door to the property. We all kept a visual check on the property because of our interest in the property. When the property was sold, I bought the property AS IS, WHERE IS. We continued to watch the property while the closing took place. In the meantime, Safeguard continued to come to the property, go inside, sign in and freshen up the property monthly. As we got closer to closing, my neighbor observed a truck, trailer, and me at the house cleaning out the property. She contacted me and I went to the property the next day.When I got there, it was raining and I immediately noticed items, boxes, trash on the carport. I continued around the house and noticed a cabinet sitting outside in the rain (ONE THAT HAD PREVIOUSLY BEEN ATTACHED TO THE DOWNSTAIRS WALL), just outside the basement roll-up door. I continued on around the house and found the front door slightly open (not secure) and I entered. I found a sign-in sheet on the kitchen counter with a safeguard employee's initials AND DATED THE SAME DAY THE DOOR WAS OPEN AND CABINET SITTING OUTSIDE IN THE RAIN. Also the copper water and fuel lines were cut downstairs and missing and a water filter system missing from the wall. I tried to contact Safeguard at the 800 number and it took until the next week to get someone. I explained this happened even while the property was under their watch. Safeguard's contractor even took items from the outside sheds (wood, saws, tires, drain pipe from the gutters).The company asked for pictures which I sent to them but refused to be responsible for the damage even when employees went into the property (after I had registered my deed)left the door un-secured, dated and signed the form: and on the last trip took a crep in the commode knowing there was no water. I have spent over $1600 on repairs and request Safeguard to be responsible*** 

Desired Settlement: Reimburse me for the damages because of not securing the house, the cabinet that was taken off the wall the day an employee came to the property and signed in (while the cabinet was sitting in the rain and made no attempt to call or correct it). And for the mess they made in the commode.I have even agree to try and fix the basement roll-up door and write-off the items taken from the sheds and water filter, but Safeguard still will not agree. I would appreciate your assistance.

Business Response: Safeguard is in receipt of complaint ID#********. Safeguard investigated the matter for *** ****** in June of 2014, as well as his local law enforcement. The original demand from *** ****** included an estimate to repair copper pipes. As shown in the photos requested by local law enforcement and provided as an attachment, the damages were pre-existing. In our investigation the realtor for the owner of the property was interviewed. The realtor confirmed that the vandalism was present prior to Safeguard’s arrival at the property on or about April 16, 2014. The realtor confirmed that *** ****** was aware of the missing items prior to purchase. Safeguard was at the property to complete work as requested by the rightful owner to the property on that date. Safeguard has spoken with local law enforcement on the matter and they have no leads at this time regarding the vandalism. Safeguard cannot be held liable for damages that occurred prior to the arrival nor can they control the actions of third parties.

As for the allegation, regarding the work completed after the sale date, and soiled toilet, we are prepared to offer *** ****** $100.00 in good faith to resolve the matter.

10/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern, For several months now I have been trying to get Safeguard Properties to pay or fix the damages that occurred on my recently purchased property at *** *** **** in ********* ** by personnel they hired to put In a new toilets. I have done everything they have asked me to do from getting an estimate and photos. So they had put in a new toilet which my father in law discovered had a crack in where it sits on the toilet which caused a leak into my dinning room which resulted in mold. As i had not fully moved into the home it went undetected until water on dinning room ceiling. As i said earlier, they make no effort in rectifying the issue. They have told me a representative will call and that has not happened. My husband returns from *********** soon and i would rather have this issue fixed so we can move in. We currently cant live there as the toilet isn't working and it's very frustrating making payments on a house I can't live in. The lady I spoke to was ****** ***** and I have our emails.

Desired Settlement: I would like the money for which the estimates I got to fix all the damages so I can get everything fixed before my husband returns home.

Business Response: Safeguard is in receipt of complaint ID# ********. We have been in contact with **** ********* and are actively investigating her claim for damages. There was a delay in the process of our Legal Department receiving her claim. This issue has been addressed internally by our management. Upon receiving the claim in our Legal Department, safeguard has been in contact with **** ********* both by email and telephone. We have requested additional information from the independent contractor that completed the work at the property as well as the realtor for the property. Once this information is received, the claim will be reviewed for resolution.

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Vendor working for this business was grossly negligent when providing property preservation services at a condo unit located above my unit. According to Safeguard, Vendor subcontracted work out & it has been found many times by trained professionals that the person or persons who entered the unit above mine caused a water leak and other serious related damages to my unit. It cost me over $15,000 to repair & remodel my unit to make it habitable again. Complaint was filed on 12/28/13. Company legal department delays the process & refuses to cooperate with me. Safeguard refuses to give me the vendor's name or the name of vendor's liability insurance co. This business has not offered to give me any settlement of my claim despite the fact that I have a witness, photos and complete documentation to support my claim & despite the availability of liability insurance. In my opinion, this company does not follow reputable business practices & should be avoided like the plague.

Desired Settlement: I would like to be reimbursed for all the costs I incurred in order to restore my property to a habitable state so that I could safely reoccupy my condo unit. I expect to be reimbursed at least $15,945.36.

Business Response: Safeguard is in receipt of complaint ID#********. The complaint filed in December of 2013 was not filed with Safeguard. Safeguard was first notified in June 2014. The claim was submitted to insurance and is currently under investigation. The claim handler provided the claimant with the insurance adjuster's contact information on July 18, 2014 (see attached email). Through contact with the insurance adjuster the claimant was provided the contact information to the sub-contractor's insurance adjuster on August 6, 2014. This claim continues to be investigated by the insurance adjuster at this time. Safeguard remains in constant contact with both insurance adjusters providing any and all available documentation to support the claim and ensure the process is moving forward. Safeguard cannot control the time frame of the insurance company but will continue to follow up as needed until a resolution is provided to the claimant.

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have sent the Better Business Bureau of Greater Cleveland documents and pictures supporting my complaint by certified mail with return receipt to complaint ID #********.  The expected delivery date is Monday, August 11, 2014. To my knowledge, the vendor associated with Safeguard Properties is the negligent party.  The insurance company in question is trying to avoid settlement by claiming their vendor subcontracted the property preservation job to another vendor. I have not seen documentation of any contract between the vendor associated with Safeguard Properties and a second vendor.  Safeguard Properties has not been forthcoming with the name of their vendor or the second vendor.  I have learned from other sources that ******* *********** ***. of ******* ***. , insured by ****** *** ********** * **** ( represented by ***** *******) is a party to this complaint but Safeguard Properties  has not been straightforward with any details or answers to my questions.  How & when did ******* ********** become involved?  What is their connection with Safeguard and with the 2 condo units in question?


***** ******* has contacted *** ****** ***** claiming a vendor insured by ********* ******** ********* **. may be responsible for the damages to our condo unit.  *** ***** can be reached at ************.  He claims the vendor insured with the company he represents, ***** *****, of ******** ******** ************* ***. is a landscaping company that does not handle property winterization and preservation.  This is substantiated by the company website.  ***** ******* can be reached at ************.


I want Safeguard Properties, Inc. to take responsibility for the damages caused to my property by their representative and to instruct the appropriate insurance company to settle and reimburse me for what I spent to repair the property.  They are just using unsavory tactics such as denial, secrecy, avoidance,  deliberate delays,creating false layers of blame in order to avoid a settlement.  I would also like a written history containing their version of how the damage to my propertu occurred.

Regards,

****** **********

 

 

Business Response: Safeguard is in receipt of the dispute filed by *** *********. Safeguard has been actively investigating the damages for a more prompt resolution due to the recent confusion created with the seperate insurance companies. We have requested additional detailed information from **** ********** to better assess the damages without the insurance adjuster in order to resolve and pursue funds needed after the claim has been resolved. Please allow Safeguard to review the requested information to obtain an amicable resolution.

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have sent to Safeguard Properties the additional information they requested.  I have not had any response at all from the company since I sent them the detailed information they claim they need before the complaint can be resolved.  I have not received any monetary settlement for the damages to my condo unit.

Regards,

****** **********

 

 

Business Response: Safeguard received the requested information from *** ********** after the submission of the last response. The information was forwarded to the insurance company as the coverage issue has been resolved. The insurance company requested that the **********'s allow an independent adjuster access to inspect the repairs at their property. Once this is complete, the claim will enter the negotiation stage. We are now waiting for the **********’s to comply.

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  

We have complied with all of the company's requests.  We have communicated with the independent adjuster who contracted with the insurance company to inspect the repairs at our property.  We have requested that we be provided with proof  that the adjuster is bonded and  licensed with the state, as well as proof that ***** ******* ******* is insured before granting access to our property.

We have not yet been provided with anyof the information we requested.  We intend to grant access to the property as soon as this information, the request of which is reasonable and customary, has been provided to us.

To date, my husband and I  have not been offered a settlement for the damages our property sustained due to the negligence of the property preservation company.  This matter can only be resolved when a fair and just monetary settlement is paid to the property owners.

Regards,

****** **********

 

 

Business Response:

Safeguard is in receipt of the rejection from *** *********. The insurance adjuster has been in constant contact with *** ********** and provided the information *** ********** requested to allow access to the property. The adjuster is attempting to set up a time conveinent for *** ********** to assess the property. Once this is completed the claim process can move forward.

9/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I owned a house in ********* ************* was( recently sold) foreclosed on, In Feb.2013(while I still owned the house) a pipe broke, house flooded & electric went out, insurance took months to decide what to do & we (my son and I) lived in a hotel until mid May. Mortgage company (**** ******* ***** **********) knew it. We decided to move into an apartment(May) .We went back to house to get our belongings(again, while I still owned the house and **** knew we had stuff there), but mortgage company had SAFEGUARD PROPERTIES take over & put a lockbox on it, it was NOT locked, we went in and our property was damaged beyond belief and we couldn't find a lot of our belongings.They also had a dumpster on the site.We left we reported this to **** mortgage company. They told us that at that point NO permission was given for safeguard to enter house and they were only supposed to cut lawn(which wasnt done).We spoke to **** a few times each time they said they were putting in a complaint and contacting safeguard. We tried to sell the house, but that fell through and we let the house be foreclosed on and it was auctioned last Nov. I have emailed over and over complaining to **** (because they hired Safeguard and I cant find an email address for them)of all of our lost belongings thousands of dollars worth and am ignored each time. Cant afford lawyer and when I applied for a free one, they said they've never handled anything like this so couldnt help .

Desired Settlement: compensation for the stuff that we had inside the house, whether from **** or safeguard(they must have insurance coverage for this type of thing):furniture, 2 guitars, a flute, 1 working laptop(2 others were there that didnt work), 1 working desktop computer w/flat screen monitor(1 other there that didnt work), 2 tvs - 1 flat screen & 1 old box style, Barbie collection still in sealed boxes. various other collectables(toy premiums in sealed packaging, star trek coins & stamps), WAY OVER in $3,000 Video games and equipment (my son works for a video game company), and various Magic game cards including rare editions.

Business Response: Safeguard is in receipt of complaint ID #********* A legal claim has been opened and a letter has been forwarded to *** ***** requesting further information regarding her claim. Safeguard would like to request the date *** ***** found the dumpster at the property to begin review of the claim in anticipation of the additional information. Generally the claims process lasts thirty to fourty five days.

Consumer Response: In answer to Safegaurd's question: dumpster was there the second week of May, 2013. My son and I had just signed our new apartment lease on the third of May (a Friday) and wanted to get our stuff(That ************ knew we were keeping there)  from the house in order to move in.

Business Response: On or about, January 14, 2009, Safeguard received a request to perform regular monthly occupancy inspections.  The inspections reported the property as occupied until April 2013 when the property was reported vacant.  This resulted in a request to perform work.
 
On or about, May 16, 2013, the contractor(s) reported to the property to perform the requested work and upon arrival they found the property unsecure due to a missing doorknob.  Additional findings were including but not limited to; utilities off, and lawn unmaintained (height of 18 inches).  They added the knob lock based on the instruction of the client, to ensure the property was secure.  The bids provided to the client were as follows: bid to remove interior and exterior debris, bid to remove health hazards, bid to remove vehicle, and bid to complete lawn maintenance.  These bids were not approved by the client due to the loan in presale status.

Safeguard completed regular monthly inspections, regular lawn maintenance, and preservation services until November 2013. For the duration of services, at no time were any work orders opened to remove any items from the property. The property was found unsecure multiple times and boarding and/or securing was performed per our client’s request. Based on all of the information provided during the investigation, there is insufficient evidence to support a claim that the loss is the result of error on part of Safeguard or its contractor(s).  The photo documentation provided by the contractor(s) and inspector(s) support that the items found present during the first visit to the property remained on-site through the last visit.

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 The lock box was has been said to be  put on the 16th, but the following email (dated) was sent to **** stating the lock box and a dumpster was there on the 11: 

To

***************************

May 11, 2013

 

Hello

Today we went back to the house to pick up personal belonging such as large amount of expensive video games and like and when we got there, there was a dumpster and a sign on the door from safe guard properties. It looks like they have taken over the property -we want our belongings. We were basically storing them there for the time being. You had told me that we could work on doing a short sale I don't understand what's going on. This company has taken the house.. we tried to call them but they were closed and the time they said they would return the phone call to a time when I will be in work on Monday morning so we thought we would email you and see if you know anything about thiswe tried to call them

---------------------

I have the actual email if it needs to be forwarded(I pasted this copy  in) directly as is from my email account as proof.

******* *****


 

 

Consumer Response: Hello,

Any receipts or pictures that we did have  would've been in the house(of course), along with personal records mentioned in list.

******* *****

8/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Safeguard was hired by ********** to inspect and secure my property. This resulted in damages and the property was not secured and theft occured. Safeguard was hired by ********** ******** to inspect and secure my property due to issues with **********. Safeguard changed the locks on the property and damaged the door while doing so. The deadbolt was also not correctly installed. There was no black key box left as ********** kept stating was supposed to be done. This delayed my access to my property. A box was finally installed and ********** gave me the code to get the key for access. Fencing had also been pulled back and poles damaged by Safeguard. When I was finally able to reach someone, a couple that was contracted by this company came out and met me at the property to photograph and complete a form regarding the property. They didn't even have the correct information for the key box code or the correct key number. They had to rely on me to give them access to the property. They made several mentionings of how things were not secured properly by their employees and that there have been lots of issues with this recently. They made note of the damage to the door and fence and indicated that Safeguard should repair those damages. They also noted that there was no sign in sheet and that anyone that entered the property was required to sign in on a sheet that should have been in the property. After not hearing back from this issue after these 2 employees were on site, I continued trying to reach the company to find out what they were going to do to fix the damage. I was advised to email their legal department and still heard nothing. I called again and finally reached someone who was supposed to look into the issue and call me back, however that also didn't occur. On 7/19/14 I went to the property and there was a break in through a window by pushing an ac window unit out. They then proceeded to steal both window units, a dog crate, and fan that were noticeably missing. I called the police and filed a report. Safeguard claims that there's not any information and they can't go back and fix something in the past, but can only see about having it repaired from now. Lack of response and lack of concern is very frustrating. Safeguard states possibly people imitating their vendors and they're not sure they can be held responsible for missing items and the property being unsecure.

Desired Settlement: I am seeking repairs/replacement for damaged and stolen items.

Business Response: Safeguard is in receipt of complaint ID#********. A legal claim was opened on June 11, 2014 and the investigation was conducted. Safeguard has been in constant contact with *** ************* during the course of her claim. At this time a determination has been made and *** ************* has been advised that Safeguard intends to resolve her claim. We have requested an estimate to repair any damages along with the requested amount for any other issues pertaining to the preservation work performed at her property. Once that information is received, the claims handler will seek approval to resolve the claim.

8/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 1/9/14, Safeguard winterized my property on behalf of a short sale buyer via **** ** *******; however, they failed to do it correctly, causing an estimated $75,000 worth of damage to my home. I could not go through with my sale because there was so much damage, the home is uninhabitable at this time. There is black mold and mushrooms growing in it from the extensive water damage. Everyone who enters immediately has breathing problems and gets sick. I had decided to let my insurance company subrogate the loss and not worry about it; however, on 5/14/14 Safeguard illegally entered my property again with no notice to me. I am NOT in foreclosure and the bank does NOT own my property. Furthermore, my house is not abandoned...it is empty DUE TO THE DAMAGE CAUSED BY SAFEGUARD. They also cost me my buyer, who left the deal after seeing the extensive amount of damage that had occurred. Also, my brand new stainless steel appliances have all been stolen and I have personal property that has been removed from the garage and basement. Once inside, they also changed the locks and installed a lockbox on my front door, which they left unlocked and open - leaving the property unsecured. They also left behind paperwork for other properties which included people's names, addresses and bank information. It included instructions such as "make no contact with occupant, take pictures and contact neighbors, etc." I called Safeguard immediately for answers; however, they have failed to return my call. **** ** ******* tells me they are "looking into it"; however, Safeguard bought the property management side from B of A, so they are probably not looking into anything at all since BofA are a bunch of criminals as well and water seeks its own level.

Desired Settlement: I want the lockboxes removed from my property. I want my appliances and tools replaced. I want them barred from setting a single foot on my property ever again. The insurance company can deal with them in the subrogation for the monetary damages, but I may seek additional reimbursement through my attorney for loss of use of my property and for the loss of my sale. I know have to spend countless hours bringing in contractors to repair the entire home due to their faulty work.

Business Response: Safeguard is in receipt of complaint ID#********* received on May 24, 2014.

Due to the nature of *** ********’s concerns, a legal claim was opened on May 29, 2014 and a letter was mailed to her address requesting additional information to complete a thorough investigation of her claim. We have reached out to our client as well as our vendors to obtain further information from all parties involved.

We are requesting *** ******** or her attorney, if represented, provide the additional information to our office so that the claim can be escalated quickly for resolution. We will also work with her insurance following submission of a subrogation claim.

Consumer Response: Thank you for responding to my complaint.  Attached is the Insurance estimate for the damages caused by Safeguard's failed winterization of my property.  Total damages for this estimate are: $55,316.00.  This does not include the brand new appliances that were removed. I can provide receipts for the purpose of the refrigerator, dishwasher and stove which totaled $2200.00

 
Further, on 5/30/14, Safeguard AGAIN sent representatives to my property to apparently take care of landscaping.  The landscapers, who were from G******* ************ ** *** *********, told my neighbors and the police that they were sent by Safeguard to maintain my "bank owned property that had been foreclosed on."  My property HAS NOT been foreclosed on and is not bank-owned.  They proceeded to weed-whack all my gardens down to nothing and also hacked down a large 60 year old evergreen tree that is the focal point of my front yard.  I have no idea why anyone would tear out gardens and trees from my property.  I am currently awaiting landscaping estimates for the repair of this damage.
 
Further, I have not received any correspondence from SafeGuard by mail regarding the original complaint.
 
Thank you,
******* ******** 

Business Response: Safeguard has submitted the damages to the heating system to insurance for review. Upon receiving the receipts for the missing items and the supporting information regarding the lawn services the remainder of *** *********s claim will be reviewed for resolution. The insurance company respectfully requests the name of *** *********s insurance to work together to resolve the damages to the heating system. Safeguard requests additional time to resolve the claim due to the extensive damages and additional allegations presented. Ms. Velleman may submit the requested information directly to Safeguard, please see the attached contact information.

Consumer Response:

** *** ** *******************
2:31 PM (18 hours ago)
 
** ** 
Hi ********
 
Thank you for coordinating this.  I am forwarding a copy of what I just sent to Safeguard for your files.
 
I also sent them pictures of my appliances from the listing photos. I will forward those as well.
 
Very truly,
******* ******** 
 
From: "47 Elm St" <47elm@comcast.net>
To: "linda bolyard" <linda.bolyard@safeguardproperties.com>
Sent: Thursday, June 19, 2014 2:19:43 PM
Subject: Receipts for appliances, photos of damage, contractor estimate
 
Dear Linda,
 
I am responding in regard to your letter dated today, June 19, 2014.  Attached you will find:
 
Receipt for my appliances from Tri City Sales. I purchased all 3 together: GE Stainless Electric Range, GE Tall Tub Stainless dishwasher and Frigidaire Stainless Refrigerator totalling $1840.81.  
Pictures of landscaping damage that occurred on Sunday, May 25, 2014. Police presence was requested. There is a report on file with the Georgetown Police Department.  I also have 2 neighbors who approached this person after witnessing him weed-whacking the trees in front of my home.
Estimate from a licensed General Contractor for damage done by the failed winterization on 1/9/14.
Email from my insurance subrogation unit stating they have called and sent letters, but have received no response from Safeguard.
For the landscaping, the person who was representing himself as being hired by Safeguard weed-whacked a 60 year old Evergreen tree that is the focal point of my front yard, hacked down another 60 year old Japanese Maple Tree and completely cleared out 2 gardens that were stocked with 4 years' worth of hostas, hydrangeas, gardenias, lilies, peonies and mandevillas which I bought and planted myself.  All that is left are remnants of leaves and one gardenia stem that was completely hacked in half.  Very disappointing.
 
Please let me know if you would like more pictures of the landscaping or the appliances (I have recent photos for the appliances because my house was on the market prior to the winterization damage. The picture clearly shows the appliances were there and they are also on the listing sheet as included with the sale.) My most recent P&S also shows them as included with the sale. They were not to be removed.
 
Thank you for your help.  
 
Very truly,
Michele Velleman

Business Response: Safeguard has received the information provided by the claimant. The complaint involves three seperate dates of loss and will need up to thirty days to complete a thorough investigation of each and provide a resolution. Safeguard will work directly with *** ******** throughout this process.

Business Response: Safeguard is in receipt of the additional information submitted by *** ********* A settlement for damages was agreed upon and resolved between Safeguard and *** ********. In light of an additional order placed by our client despite the legal claim being under review at the time, Safeguard has placed a hard stop in our system to ensure no further work orders can be placed in our system for this property. Safeguard will continue to work with *** ******** to ensure her concerns are resolved to her satisfaction.

7/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company has, without my permission, removed my personal belongings from my home without any permission or anything. No one has contacted me about returning my belongings. I have reached out to my mortgage servicer to find out who has taken my property. The bank finally has given this company's name to me. I have filed a police report when my valuables were initially removed. At the time that my valuables were removed from my home, my home was still in my possession and I feel like they have stolen all of my valuable belongings. I have called this company to find out where all of belongings are and basically they told me that all the valuable things that were in my home were protected in a storage facility. I told the representative that I planned on moving out of the property and provided a specific date to move and also provided a specific time frame that I would remove the rest of my belongings. The day that I told them I would remove my belongings, I arrived at the property at 10AM and ALL of my belongings were in a dumpster. I called this company and they said they had no record of me calling and making arrangements. I inquired about the valuables that they claimed to have "preserved" for me in storage. They told me they still had them in a secret location and would email the storage location within 24 hours. I Received no email. When i called back the next day they had no record of the conversation and said that my belongings there were discarded as well. So now my family and I have absolutely nothing but the clothes on our backs and I don't think its fair. This company has taken my things and has NEVER called, written,emailed, or anything to communicate with me. I had a 5 bedroom home that was fully furnished and now I have absolutely nothing, me and my family.

Desired Settlement: I would like to reimbursed for my belongings that were in my home and lost due to the unprofessionalism of this company

Business Response: The eviction took place on May 6, 2014, personals were to remain in the house for 24 hours and notice was posted on the property. On or about May 12, 2014 the ******** ****** *********** work order was completed.
 
Claimant called our office on or about June 4, 2014 to file the legal claim, a 15day letter was sent to *** **** **** ******* ******** **, the letter was retuned undeliverable on or about June 16, 2014. 
 
The paralegal assigned to *** ***** has reached out to her via phone on June 10, 2014, claimant retuned her call and confirmed that the letter was sent to a valid  address and was advised that she will send in her documentation to support her allegation. Outbound call placed to claimant on July 7, 2014, claimant retuned the call and advised that the she did not receive the letter. Advised claimant that the letter was returned undeliverable. She then stated that there is an **** *, that is missing from the address. The letter was re-sent to claimant and to date there has been no response. As of today we have not gotten claimant’s demand and/or itemized list. safeguard will also need further information as to how the eviction proceedings were not followed as per the Judge regarding case number ************* filed in ************* ******* ******** Court. Please see attachment.
 

6/27/2014 Problems with Product/Service | Complaint Details Unavailable
6/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Property located at ***** **** ********* **** ** ******* ** ***** had doors that were not secured, no lock box was left and the report indicated 2 employees or representative had been on site. This property was left unsecured numerous times, we had to drive out there to lock the doors, then discovered the doors had been picked open at some point since Safeguard became the property's service agent.

Desired Settlement: Requesting apology, admission of mistakes and correction of behavior of employees as well as customer service rep who denied any wrong doing. How can there be no wrong doing when a business that is to "secure" property leaves all doors unlocked for anyone and everyone to enter the premises - all the while our insurance is covering the property and an inspection was to be done which kept being returned to the lender as failure. This failure has resulted in lost time in processing the sale of the property as well as potential damage had it not been discovered.

Business Response: Safeguard is in receipt of complaint ID# ********. We would like to apologize for any inconvenience this may have caused *** **** and the sale of her property.  Our customer service representative did provide the results as they were reported to Safeguard. There is no way to know that *** ****’s property would have been unsecured based on the results provided. Upon receiving the complaint a member of Safeguard’s Legal team reviewed the work orders and do see where it was reported that the lock box was missing. An order to replace the lock box was not opened as it should have and we apologize for the delays in ensuring orders were opened timely. If *** **** could provide the dates the property was found unsecure, those dates can be forwarded to our vendor management team to address directly with the associates that last visited the property to ensure quality control measures are followed and prevent future issues of this nature.

6/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company keeps coming to my house and performing services that were not agreed to since the property has been sold.We purchased our house on April 18th.On May 2nd, I came home and the deadbolt lock had been removed and replaced with another lock and a lockbox. They opened up all the shades, interior doors, and turned on my A/C.I didn't know it was Safeguard until after i had called my Realtor and filed a police report.I've called several times and it seems that the notes on my account get "lost" and it's very frustrating to have to keep calling in to get this taken care of.Today, the lawn service just started mowing and we had to explain that that should've been cancelled.I have sent an email after finally getting a Reference # ********** and email address after multiple attempts.

Desired Settlement: I'd like the $140 that was promised to me to be reimbursed.

Business Response: Safeguard is in receipt of complaint ID#********, received on May 15, 2014. A legal claim was opened based on the call received from *** ***** on May 14, 2014. On May 15, 2014 the legal claim was assigned to a claims resolution specialist and reviewed.
A request to stop all work at the property located at 1508 W. Carolina Way was received April 22, 2014. A grass cut order was completed after the request to stop work was issued.  An additional message was forwarded to the vendor to ensure the property is removed from the grass-cut list to ensure no further representatives visit the property. 

It is unknown why the calls into Safeguard on May 1, 2014 and May 8, 2014 were not notated into our system. Our management has reminded all staff to ensure documentation is entered properly to ensure procedures are followed, and customers are not affected in this way.

No orders were opened between April 18, 2014 and present to enter the property or change locks. It is unknown how the locks were changed during this time. However, due to the unknowns, the failure to address the complaint properly, and the failure to ensure all work was cancelled for Mr. Adam’s new property, Safeguard has extended an offer to resolve his claim. A verbal agreement was reached with *** ***** on May 15, 2014 and a settlement agreement was forwarded on May 16, 2014. Once the agreement is returned, the agreed settlement amount will be forwarded, and the claim will be completed.

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[They did agree to send payment, which I am awaiting. However, today someone else contracted by Safeguard properties showed up to take pictures for the bank. He said he was contracted by Safeguard properties to take pictures and send to the bank.  He also made a note in his system that I am EXTREMELY upset about this. If someone comes out to my house again that is contracted from Safeguard properties, I will call the police again and press charges.  I need some type of reassurance that this isn't going to happen! Reminding your employees to always take notes is NOT enough.]

Regards,

****** *****

 

Business Response: In addition to compensating *** *****’, Safeguard has completed a search of all of our systems to reveal the unknowns and resolve the problem in entirety.
 
The results of our investigation revealed the problem and where the orders were being placed. The former mortgagor elected a federally-backed mortgage. With a federally funded mortgage, the servicer (bank or mortgage company) and the investor; (federal insurer, ie. ****** ***, ******* ***, or ***) retain an interest until the mortgage is satisfied. In regards to this property upon foreclosure, the investor marketed the property in an effort to satisfy the outstanding balance. The servicer was not aware of the sale or was not provided the insured amount from the investor and was ordering inspections and access orders. This is protected information due to privacy laws and Safeguard has no access to mortgage information due to the personal information of the former mortgagor.
 
Upon revealing this information Safeguard was able to reach out to the servicer and ensure no further work orders were generated for *** *****’ property. Safeguard has scanned our entire system to ensure all parties that may have had an interest in this property and are Safeguard clients can no longer place orders for this property address under the previous mortgage.
 
We would like to apologize for this inconvenience and the length of time to pinpoint the problem. The delay was due to searching our system with various identifiers to locate all files in regards to this property and the previous mortgage. We have not encountered this type of problem prior and are working on creating a solution to prevent future occurrences.

6/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Safeguard Properties drilled out the front dead bolt on my house last night, entered illegally, rummaged through the house and then changed the locks******** ** Police Report # *********

Desired Settlement: Reimbursement for all locksmith costs to change the locks, lost wages while my wife and I had to deal with this and file a police report, and compensation for emotional distress.

Business Response: Safeguard is in receipt of complaint ID#********, received on May 21, 2014. A legal claim was opened to address *** ******’s complaint.  

A request to stop all work at the property located at **** ***** ** **** **. was received May 21, 2014. On May 16, 2014, a work order was completed to preserve and protect the property (all utilities were off, property was empty and appeared vacant) by changing the lock to report any damages to the property to our client. The work order was completed on May 19th, 2014. Upon review of the complaint, the work order and the sale took place on the same day and the records did not yet show the sale occurred at the time of the placement of the order.

On May 27, 2014 *** ****** spoke with the supervisor in Safeguards Legal Department. Due to the nature of *** ******’s complaint, the claim was quickly escalated to the client and a claims specialist for review. This escalated review revealed that an electronic delay occurred in receiving the notice of the sale.

On May 29, 2014, Safeguard extended an offer to *** ****** due to his inconvenience regarding this delay. *** ****** accepted the offer and returned the signed Release & Settlement Agreement to our office on May 29, 2014. Our accounting department is processing a check for the agreed amount and will be forwarded to *** ****** as soon as it is processed to resolve the claim.
 

6/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: THEY SENT SOMEONE TO A PROPERTY INWHICH I WAS IN THE PROCESS OF CLOSING ON TO DO YARD WORK AND THE CONTRACTER THAT THEY SENT OUT STOLE A TRAILER FROM THE PROPERTY THAT BELONGED TO ME.I FILED A CLAIM WITH THERE LEGAL DEPARTMENT AND NO ONE HAS GOT IN CONTACT WITH REGARDING THIS ISSUE YET. STEALING FROM FORCLOSED AND OR UNOCCUPIED PROPERTIES HAS BECOME A BIG PROB WITH THE CONTRACTORS THAT SAFE GAURD USE TO PERSERVE THERE PROPERTIES BECAUSE THIS IS THE SECOND TIME THAT IVE HAD THEIF FROM THIS COMPANY AND THEY ALWAYS CLAIM TO NOT HAVE ENOUGH EVIDENCE TO HONOR A CLAIM EVEN WHEN ITS SEVERAL WITNESSES TO THE THEIF. IN THIS CASE MY CLAIM NUMBER IS ********.

Desired Settlement: WOULD LIKE FOR THEM TO STOP WASTING MY TIME PLAYING WITH THIS DUDE THAT THEY KNOW IS LIEING ABOUT TAKING MY TRAILER AND ETHER GET HIM TO RETURN MY TRAILER OR THEY COULD JUST REPLACE IT.MY NEXT STEP WOULD BE TO SUE SAFE GAURD BECAUSE IM LOSING BUSINESS EVERYDAY THAT IM WITHOUT MY TRAILER.

Business Response: Safeguard Properties is in receipt of complaint ID #********. Our client requested preservation work at this property from March 2013 to present.
 
On or about March 10, 2014, our independent contractor(s) reported to the property pursuant to work order issued by our client to perform a monthly inspection at the above described property.  The contractor(s) reported the property unsecure due to open doors, a missing lockbox, and vandalism damages present. Based on the results of the inspection, an order to re-secure the property was opened.
 
On or about March 22, 2014 our independent contractor(s) reported to the property pursuant to work order issued by our client. Upon arrival two individuals were present at the property. The property was reported occupied, the independent contractor(s) completed no work, and left the property.
 
After further review it has been determined that the contractor(s) performed the work order in accordance with the guidelines provided by Safeguard Properties and our client. The contractor(s) provided detailed photo documentation to support all work completed, all items that were present at the property and the property condition. Upon reviewing the photographs the two gentlemen on site had a trailer hooked up to a red truck parked in the driveway. No proof was found regarding the removal of any items from the property.
 
A good faith offer was extended for $450.00 to *** ***** to resolve his claim. Upon receiving the offer *** ***** requested more money to replace his trailer with a larger trailer than he previously purchased. The offer stands as is in good faith to resolve the claim.

Consumer Response:

On Mon, May 12, 2014 at 9:50 AM, ********************* wrote:
Good morning ******, I still havnt received my check from them if I don't receive it by the end of this week I would like to reopen the complaint.

Sent from my iPhone

Business Response:

The original check was found to have been mailed to the incorrect address, and was returned to our office on 5/19/14. The correct address was obtained and the check was then over-nighted via UPS (tracking #******************) the same day May 19, 2014. Upon review of the UPS website, the check was delivered on May 20, 2014. Please see the attached screen shot. Please advise if anything further is needed to resolve *** *****'s claim.

5/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am currently dealing with a forclosure with ***. I have filed a response and we are waiting for a court date. I have water and electric on. During the holidays I was out of town when a Safeguard contractor put a notice on my door and 4 days later broke in and changed the locks and did lawn maint. Neighbors told me that the notice went on the door either late on a Sunday or early on a Monday...they were at my property on a Friday and I returned home on Saturday morning. They removed items from my house, garage and shed. They let the water in the master bathroom overflow over the counters and floor, but not enough to damage carpet in an adjoining closet. When I called Safeguard they told me to file paperwork, which I did and have not heard back. Recently additional items were stolen from my property, outside. This time a neighbor told me that it was the lawn maint person as they were upset that they had done the lawn maint and they were not going to get paid because the home was not vacant. I am working on filing a police report. I have contacted Safegurd and have had zero response.

Desired Settlement: I would like the lawn contract to return my items.They are as follows.Big Habatchi Grill/Griddle (like what they cook on at Sushi places)had rust on the top of it.Stainless Steel table that it went on.Small Webber charcoal grill.(3) morraccan style hanging lanters (black metal and colored glass.Large outdoor clock that had a temp thing in itbattery operated.(3) tier candleholder.

Business Response: Business Response
 
BBB ID# *******
 
Safeguard Properties (SGP), as directed by our client in an action to protect the lender’s interest as specified in the Security Instrument of the complainant’s loan, has been performing monthly inspections on this property.   Inspection results had reported the property as occupied through November of 2013.  Inspection results of December 16, 2013 identified the property as vacant.  On December 19, 2013, per client guidelines, work order with, but not limited to, directions to secure the secondary door, if available; secure outbuildings/garage; do not remove items from property unless safety, health, or infestation risk; and provide bids to remove and store personal items was assigned to a local vendor.   The vendor reported at arrival to the property on December 23, 2013, it was unsecure, (secondary door and outbuilding) and vacant.   Vendor performed actions within work order leaving the property secure upon departure.
 
On December 23, 2013, SGP received a call from complainant stating the locks at her property were changed, water damage had occurred and personal items removed.  During this call, the date of discovery was noted as December 21, 2013 and entrance to the property was gained through the secondary door.  Complainant also stated she was occupying the property.  Items said to be missing, at that time, were power tools and lawn equipment from the garage and shed.  Lastly noted during this communication from complainant was that someone was going to be occupying the property and that she would be removing the locks placed by SGP.
 
An informational letter, containing items needed for the investigation, was mailed to the complainant on December 30, 2013 and a Legal Claim was formally opened.  Copy of photos and explanations of complainant’s findings were received on January 21, 2014.  Communication with the complainant was made on January 28, 2014 wherein it was advised a thorough investigation was underway.   Review of said missing items against the completion photos supplied by the vendor found information to be contradicting.    Report of the plumbing overflowing and/or wet items on the counter could not be identified in vendor’s photos nor in the photo copies from the complainant.  Review of the contents within the property were found not to support property being used as a primary residence which supported vendor’s actions to support vacant property. 
 
In notification to the Better Business Bureau, complainant has indicated additional items (stainless table, hibachi grill cooktop, hanging lanterns, clock, and candleholder) were taken from the exterior of her property, as told to her by a neighbor, wherein involved a lawn maintenance crew.  This newest development has been added to this investigation.   Due to the complexity and awry of reported issues within this claim, the investigation has warranted an extended timeframe past the estimated 30 business days allowed for standard cases.  
 
 

Business Response: Safeguard is in receipt of Complaint ID# *******. Upon receiving the complaint, a legal claim was open and underway and additional research was completed in an effort to resolve *** ******’s concerns.
 
On or about March 27, 2014 Safeguard’s Legal Department called and spoke with *** ****** regarding her claim to gather new information provided in the complaint. Research was completed in regards to the new information provided. On or about Arpil 3, 2014 a call was made to *** ****** and a voicemail was left requesting a call back in an effort to provide a status of the claim and discuss the claim further.
 
On or about April 7, 2014 contact was made with *** ****** and a request for written statement s from the witnesses. Upon receiving the request, *** ****** voiced that she would rather not involve her witnesses and requested to speak with the management of the independent contracting company. The request was forwarded to the contracting company. On or about April 15, 2014 a voicemail was left for *** ****** to follow up on the requested call.
 
On or about April 21, 2014 an email was received from the contracting company. Contact was made with *** ****** and a subsequent meeting was scheduled with the independent contracting company’s management and the individuals that performed work at the property. Several attempts were made to contact *** ****** following the meeting. No return call was received.
 
On or about April 28, 2014 a call was made to *** ****** requesting a call back as soon as possible to discuss her claim. If she does not reach out to our office the claim will be closed until such time she reaches back out to our office.

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The response from the business was that they contacted me on or about April 21st, this was not the case.  I was left a message, however, on the 28th saying that due to my lack of response the business was closing the case.  I returned the call and had to leave a message.  I havenot heard back.  I will contact them again.

Regards,

******** ******

 

 

Business Response: Safeguard has been in contact with the claimant several times over the last two weeks, and has reached a verbal agreement with *** ****** to resolve the claim in good faith. A release and settlement agreement was forwarded to *** ******. Once the signed agreement is returned, the claim will be closed.

5/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Safeguard Properties ILLEGALLY entered my home and in the process of "winterizing" they took several personal items from my home to include a refrigerator, two pool lounge chairs, two garden hoses, and an expensive door handle, that was later replaced with a cheap door knob where the screws were falling off due to incorrect size. I have made a good faith attempt to resolve the issue with Safeguard Properties, reasoning with them that my house was NOT abandoned - stating that my yard was kept up, my pool was serviced weekly, and all utilities were on. Safeguard Properties entered my home illegally, and allege that they were protecting their client's interest(*** ****), however, my house was NOT foreclosed, and I was in the process of working everything out with the mortgage company. I was out of town but my mother-in-law went to the house at least two to three times a week to check on it. She had gone on Monday, and on Wednesday she called me to tell me that the locks were changed (lock box) and that the items were missing. I called the bank and they referred me to the complaint department, where I've been getting the run-around and stating that I have insufficient evidence to show that they were the ones that did it.This is wrong because they had no right to enter my home in the first place.

Desired Settlement: I want all of my items replaced and/or refunded.Melissa Rose the Claims Resolution Specialist offered me a $300 "goodwill offer" that was frankly offensive. I explained to her that I am no seeking a handout and all I want is what is fair and just.

Business Response: Safeguard Properties is in receipt of complaint ID #******** Our client placed an order to secure, winterize and maintain the lawn at the property on or about November 3, 2013 as they received reports that this property was vacant.
 
On or about March 7, 2013, our independent contractor(s) reported to the property pursuant to work order issued by our client to perform a lock change and to winterize the above described property.  The contractor(s) reported they rekeyed the only the rear entrance, allowing constant access to the homeowner. Upon entry the property was reported as unsecure due to open windows and the refrigerator missing.
 
After further review it has been determined that the contractor(s) performed the work order in accordance with the guidelines provided by Safeguard Properties and our client. The contractor(s) provided detailed photo documentation to support all work completed, all items that were present at the property and the property condition. Upon reviewing the photographs the refrigerator was missing upon arrival, and one lounge chair and two hoses remained on the exterior of the property.
 
On or about November 7, 2013 the claimant called in to open a claim regarding sub-par lock change, and missing items. The claimant sent in photos of items for sale online, requesting $29.98 each for 2 hoses, $1,235.49 for a ******* 22.9 CU FT Side By Side refrigerator and $89.97 each for 4 lounge chairs. 
 
A good faith offer was extended for $300.00 to address the poor quality of the lock change. There photos show only 1 lounge chair present.  The chairs and hoses were outside and were accessible.  The refrigerator was missing upon arrival.  Other than the poor lock change, there is not sufficient evidence to support his loss was a result of error on the part of Safeguard or its contractor(s).

4/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My home located at **** *** ******* **** ***************** was vandilized and everything inside of the home was stolen by people hired by Safeguard Properties to secure it. The payment with the mortgage company had been straighten out and eveything was fine. Safeguard people went in and stole 6,000.00 worth of furniture and other household items out of the house. A police report was made,the mortgage company gave me the name of the company and it contact number to file the complaint. The home was not broken into. The persons had the key because they changes the lock. I completed the paperwork that I was sent, mailed it in along with the police report. Al that was completed in November. I still have not been compensated for the loss of my property. I keep in contact with the rep. but I keep getting the run-around. Its been 4 ,almost 5 months now,still nothing. How long does it take to investigate.

Desired Settlement: The amount to replace my furniture and household items that were taken out of the house The list with the cost of the item on it was faxed to safeguard and mailed to the police department,to the officer that responded to the call.

Business Response: Safeguard Properties has received *** **********’ complaint and a legal claim was opened to address her concerns. Safeguard’s policy is to attempt to resolve claims between thirty and forty five days, some claims are resolved sooner and some claims take longer depending on the research needed to complete an investigation. In this investigation, there were delays in receiving responses from outside of our organization. These delays have been resolved and contact was achieved.
 
The file handler has reviewed the file in regards to the allegations of missing items, including all of the documents submitted by *** **********, the information provided by our contractor(s), and all of the work orders that are in our system regarding work that was performed. Results of the research is as follows:
 
*** ********** advised that on or about October 16, 2013 she visited the property and discovered the items missing.
 
On or about October 6, 2013, our independent contractor(s) reported to the property pursuant to work order issued by our client to winterize the property.
 
After further review it has been determined that the contractor(s) performed this work order in accordance with the guidelines provided by Safeguard Properties and our client. The contractor(s) provided detailed photo documentation to support all work completed, all items that were present at the property and the property condition. Upon reviewing the photographs the items remained at the property on October 6, 2013.
 
No other work orders were opened for this property beyond that date. Based on information provided by the investigator at the ******** ****** Police Department and *** **********, no forced entry was found at the property.
 
A good faith offer was extended and accepted by *** ********** on April 11, 2014. A Release and Settlement Agreement was forwarded to *** **** ***** on April 14, 2014 via her email address. A check for the agreed amount will be forwarded upon receipt of the signed Agreement.

4/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Company broke into home while I was still living there, wrecked two doors and damaged property. Home was clearly not vacant and all utilities were on.

Desired Settlement: I would like my property fixed. I would like the name of the person and the vendor that entered my home so I can file a police report. I would like to talk to the person that entered my home. I would like an explanation why when my home was obviously not vacant, my whole house was walked through. The document left in my home says it requires a signature, but the person who entered only left initials. A man's home is his castle, there has to a be a law or recourse against this.

Business Response: Business Response:
 
Under standard mortgage agreements, if a property is in default for a certain period of time, and the property is vacant, the bank has the right to take reasonable steps to secure and protect its collateral interest (the property itself), and that is the reason a bank contracts with and requests that a property preservation company, such as Safeguard, conduct monthly occupancy inspections to determine if a property is vacant or occupied.    
We have reviewed *** ******’s concerns with our client to ensure all procedures were followed in the completion of the work that was completed. On or about March 6, 2014 our client established the loan was in a non-performing status and placed an order to inspect the property to verify if the property was vacant. On or about March 11, 2014 the property was inspected and found vacant due to snow on the ground showed no evidence of activity, they did update the client that the electricity was active, and due to blinds the inspector was unable to verify if any personal property remained on the interior of the property. On or about March 14, 2014 our client mailed a letter to the property requesting the homeowner contact them to verify the occupancy status of the property and informing the mortgagor of the process to secure and maintain. This client allows five days for the mortgagor to respond. On or about March 19, 2014 the notes in the client’s system were reviewed and no contact had been made and the order to secure the property and report any damages was placed.
On or about March 21, 2014 a contractor arrived and the securing process was begun on one door to allow access to all other entries and to evaluate the condition of the interior of the property as requested by our client. Upon entry the contractor observed the personal property present. The contractor followed protocol and left an apology letter, explaining the reason for the intrusion, explaining no other work was completed and apologizing for any inconvenience caused. The letter contained Safeguard’s contact information and was left on a coffee table in the property. Please see the attachment showing the letter and it’s placement within the property.
On or about March 21, 2014 *** ****** called Safeguard Properties advising of damages to his door. On or about March 22, 2014 a new order was opened to meet *** ****** at his property to address the damages and install new locks and provide keys. A legal claim has been opened and on or about April 2, 2014 a letter was forwarded to *** ****** requesting if any further damages or concerns remain following the reversal of the lock change and repair of the door.

4/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have no business ties with Safeguard Properties. The deed to my home is in my name. **** ** ******* and I are in a dispute but there is no foreclosure or legal action pending of any kind. I am in communication with **** and I have advised them in writing that Safeguard Properties vendors are harassing me at my home for over a year. On February 14, 2014, I had another incident with a Safeguard Properties subcontractor at my home. I was advised by this "vendor" that she could -- in fact -- change the locks to my home and enter it. I panicked. I asked for her ID and/or a business card. They had none. Safeguard Properties subcontractors do not have any identification on them of any kind and will not provide their full names. Yet they are stalking on/around private property and peering into the windows of private homes. After this February incident, I immediately called Safeguard and dealt with a ***** *****. I sent him copies of letters that I had sent ***** ****, attorneys for **** ** *******, advising them to cease and desist using Safeguard Properties. ***** ***** said that there were orders that had to be filled but didn't understand why they would be coming if **** had not taken any legal action. He stated the orders were "no contact" and I should not have been bothered by their subcontractors. He advised he would escalate the matter to the legal department at Safeguard and to inform the preservation department of **** of my safety concerns. I wrote a long email with letters to ***** **** attached and sent it to CEO Alan Haffe and ***** *****. I received confirmation that these documents were sent to the appropriate parties. On March 10, 2014, I wrote again to advise that I had heard from no one on the matter and feared another invasive, embarrassing inspection. I received no response from Safeguard. Today, another man came to my door and opened my door. Safeguard has noted this home as vacant. It is NOT and yet Safeguard continues to come despite my demands to stop.

Desired Settlement: Safeguard refuses to stop harassing me because orders are being placed by **** ** ******** This is a private property condo community and a private home. In seeing their order, Safeguards vendors are advised to contact the utility company and neighbors to confirm my occupancy. It appears that they can even change the locks on my door if **** directs them to. I do not want to be bothered, inspected or investigated by Safeguard moving forward. I want to be left alone and harassment to end.

Business Response: Our General Counsel spoke with *** **** regarding her complaint.  *** ****’s complaint is two-fold: (1) she does not want Safeguard sending any vendors to her property and (2) she alleges to have issues with how the bank (our client) who hold the mortgage on her property is handling her mortgage.  Regarding her first issue, while Safeguard is contractually obligated to our client to continue inspecting the property for occupancy (i.e. to determine if the property is vacant or occupied), Safeguard has coded its system to mark this property for “no-contact inspections” only, which means any inspection on the property will be a visual inspection done from the street view, and not physically on *** ****’s property.  Regarding *** ****’s second issue, Safeguard contacted our client and escalated the issue to its executive staff to provide *** **** a direct point of contact and telephone number so that *** **** can contact someone at the bank directly regarding her mortgage.  *** **** previously sent a cease and desist letter to the bank, requesting that the bank not contact her, and before a contact name could be provided, the bank requested that Safeguard confirm with *** **** that it was acceptable to contact her, despite her request in the cease and desist letter.  Safeguard secured that permission via email with *** ****, as *** **** also specifically stated that she wanted all correspondence from Safeguard to be communicated via writing (email), and not via telephone.  Safeguard believes it has responded appropriately, and to the extent possible, to *** ****’s complaint and to facilitate a discussion between her and the bank.  Safeguard is not in a position to unilaterally agree to not inspect a property for which our client has instructed us otherwise.  If you would like any copies of the email communications between Safeguard and *** ****, please let us know.       
One clarification needs to be made.  It is a common misconception among mortgagors/borrowers that a borrower must be involved in an actual foreclosure proceeding for the bank to pursue the mortgagee rights that a bank has pursuant to its mortgage agreement with a borrower.  Under the standard mortgage agreement, if a property is in default for a certain period of time, and the property is vacant, the bank has the right to take reasonable steps to secure and protect its collateral interest (the property itself), and that is the reason a bank contracts with and requests that a property preservation company, such as Safeguard, conduct monthly occupancy inspections to determine if a property is vacant or occupied.    

4/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My home is attached to a property Safeguard is supposed to be maintaining. The address is 96 Scranton Ave, SI,NY. This has been a brutal winter so far and we have seen some major snowfalls. After each storm I have had to call Safeguard and ask them to come and shovel. Each time I get the same response. They need to call the vendor and will send someone out. When I called on Jan 22nd it took them and entire week to come and shovel the 11 inches that sat in front of the property, and they claimed that was a rush. Another 10 inches fell in the first week of Feb and the same nonsense occured. I also asked them to throw salt because the frigid temperatures caused the sidewalk to be a sheet of ice, and they did not. Now we have had another 6 inches fall just the other day and still no one has come. I shouldn't have to call after every storm. They should be responsible for coming and maintaining this property. It is dangerous. They need to be on top of this.

Desired Settlement: I want them to come and shovel within 24 hrs of each snowfall. I want them to be on top of this property. I want salt thrown on the sidewalk when needed.

Business Response: We are in receipt of complaint ID#*******. Safeguard has reached out to the client for approval to open an automatically generated work order to address the snow removal at this property to address *** *******’s safety concerns.  Safeguard will follow up with the claimant on Monday February 24, 2014 to provide an update on the process moving forward.We are in receipt of complaint ID#*******. Safeguard has reached out to the client for approval to open an automatically generated work order to address the snow removal at this property to address *** *******’s safety concerns.  Safeguard will follow up with the claimant on Monday February 24, 2014 to provide an update on the process moving forward.

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have not been contacted by Safeguard as of today Tuesday February 25, 2014.

Regards,

******** *******

 

 

Business Response:

Safeguard Properties does not own the property. We perform work on a per order basis on behalf of our client and are unable to perform work without the expressed consent of those with an interest in the property. Our response to the claimant was delayed due to delays in receiving approval to complete work or changing the nature of the orders for snow removal at this property. At this time this property is still owned by the mortgagor. Our client must act within the limitations of investor guidelines and the local ordinance.

Safeguard Properties, nor the client can control the weather; however, snow/ice removal requests can be processed in the event a call is received. At this time this type of order cannot be automatically generated unless requested by our client or in the form of a violation of local ordinance. We do apologize for the delay in processing the requests previously, there can be delays in receiving approval to complete work. I have followed up with our management to ensure the orders are communicated to our client and completed more timely.

Consumer Response: It doesn't matter if Safeguard owns the property or not. It has been hired to maintain it. Whenever I call **** ** ******* regarding an issue like snow removal, they tell me to call Safeguard. This is classic "passing the buck". How can the house still be in the hands of the mortgagor? It has been vacant for almost 2 years? *** policy is that snow should be cleared from a residential property 4 hrs after a storm ends. I have included a screenshot from the ***.gov website. So not cleaning this property is in violation of a local ordinance. This property was also issued a summons by ** sanitation for snow covered sidewalk. It doesn't matter who owns this property. It is Safeguard's job to maintain it according to *** laws and policies becauase that is where the property is located.

3/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ON 01/09/2014 SAFE GUARD PROPERTIES HIRED A OUTSIDE CONTRACTOR TO COME AND CHANGE THE LOCKS ON MY HOME. I AM RENTING THIS PLACE AND IT SEEMS AS IF MY LANDLORD IS IN FORCLOSURE BUT NOT TELL ME. WELL DURING THE CHANGE OF LOCKS ON MY DOOR I NOTICE ITEMS ARE MISSING FROM MY HOME, WATCH, TABLET AND HEAD PHONES. THIS IS TOTALLY UNETHICAL AND UNACCEPTABLE. SOMETHING SHOULD BE DONE ABOUT THIS. IT IS SO UNLAWFUL TO DO SUCH THING. CLAIM NUMBER WITH THIS COMPANY *******

Desired Settlement: REFUND FOR MY ITEMS MISSING

Business Response: Complaint Involves:
Service Issues

Customer’s Statement of the Problem:
ON 01/09/2014 SAFE GUARD PROPERTIES HIRED A OUTSIDE CONTRACTOR TO COME AND CHANGE THE LOCKS ON MY HOME. I AM RENTING THIS PLACE AND IT SEEMS AS IF MY LANDLORD IS IN FORCLOSURE BUT NOT TELL ME. WELL DURING THE CHANGE OF LOCKS ON MY DOOR I NOTICE ITEMS ARE MISSING FROM MY HOME, WATCH, TABLET AND HEAD PHONES. THIS IS TOTALLY UNETHICAL AND UNACCEPTABLE. SOMETHING SHOULD BE DONE ABOUT THIS. IT IS SO UNLAWFUL TO DO SUCH THING. CLAIM NUMBER WITH THIS COMPANY 4403098

Desired Settlement:                       
REFUND FOR MY ITEMS MISSING
 
Business Response:
We are in receipt of the complaint #******* filed by ** *****. *** ***** called our customer service line to initiate her complaint on January 17, 2014. Our legal department has been in contact with *** *****. The matter occurring on or about January 09, 2014 will be thoroughly researched and formally responded to. General time frame for review/resolution is 30 to 45 business days.
Thank you.

Business Response:  Business Update:
We have investigated the allegations regarding complaint #******* filed by *** *****. Our investigation includes documents submitted by *** *****, the sworn affidavit submitted by our independent contractor, the photos supplied at the time any work is completed, as well as interviews with *** *****, and the independent contractor to obtain as much information as possible. The results of the investigation are as follows:
 
On or about January 7, 2014 our client requested a Deed-in-lieu order. The deed-in-lieu process only begins if it is requested by a mortgagor. A deed-in-lieu agreement contains stipulations that the property is vacant and free of any and all personal items and debris. This is unlikely that our client would request this order with any knowledge of the property being tenant occupied.
 
On or about January 9, 2014 our independent contractor arrived at the property and due to the position of the unit within the building the contractor was unable to determine occupancy from the exterior of the unit. The contractor drilled the lock and upon entry found the unit occupied. The contractor took photos to support the findings and secured the property with a new knob lock and left a key in a lockbox to allow access to the occupant.
 
With regards to *** ***** allegations of the missing items, the photos supplied with the work order were reviewed and we were able to locate one of the items in the photos. The contractor maintains that no items were removed during the visit and is willing to testify under oath. Safeguard has no reason to doubt the independent contractor or *** *****.
 
*** ***** requested $614.00 to replace the alleged missing items to resolve her claim. In an effort to resolve the claim and avoid litigation, Safeguard extended an offer in good faith of $307.00, or half of the cost. This offer was in no way an admission of guilt or fault on the part of Safeguard or its independent contractor, but in good faith to resolve *** ***** claim. *** ***** has denied the offer. In an effort to resolve the claim for *** *****, our offer will remain open until March 22, 2014. If more information to further support the claim is submitted we will be happy to re-open the claim and review at that time.

3/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company was doing property preservation work at an adjacent convex to mine. They removed my look from the shared shed. Stole a bicycle from inside and re-locked it with a new lock. Perhaps they did not realize the shed was common property and shared between my unit and the one under foreclosure who they were servicing. I have contacted them several times and they deny that the shed is shared.f I recently forwarded the condo documents verifying that the shed is shared and still no response. The police report I filed is ********* with the ****** ** police department, where the property is located.

Desired Settlement: The bicycle cost approx. $250. plus the cost of a new lock, $10

Business Response: Safeguard Properties is in receipt of complaint ID*******. This claim was re-opened on or about January 29, 2014 upon the receipt of additional information provided by the claimant to support her claim. The file handler reached out to *** *******t on or about February 14, 2014 via email requesting information regarding the document submitted. This claim will remain open until a resolution is reached. The file handler will continue efforts to reach out to the claimant and address her concerns.

2/26/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I get regular mail via USPS from Safeguard Properties, LLC and claims to be in ***** *****. ***** is my mortgage company, however, ***** does not have any record of this company and does not know why they (Safeguard) would be sending me any correspondence. I verified this with *****. The correspondence is asking for information and it could be used as a fishing expedition for possible identity theft. I have filed a compliant with the USPS.

Desired Settlement: I want my name and address taken out of Safeguard Properties, LLC's data base and to stop sending me any correspondence.

Business Response:

CUSTOMER EXPERIENCE INFORMATION


Customer Information:

***** *******

**** * **** **

**** **** **** * **  *****




Daytime Phone: ************


E-mail: **************




The details of this matter are as follows:



Complaint Involves:


Advertising Issues

Customer’s Statement of the Problem:


I get regular mail via USPS from Safeguard Properties, LLC and claims to be in ***** *****. ***** is my mortgage company, however, ***** does not have any record of this company and does not know why they (Safeguard) would be sending me any correspondence. I verified this with *****. The correspondence is asking for information and it could be used as a fishing expedition for possible identity theft. I have filed a compliant with the USPS.





Desired Settlement:                       


I want my name and address taken out of Safeguard Properties, LLC's data base and to stop sending me any correspondence.


Business Response:

Safeguard does not send any information via USPS to any customers of our client. No personal information would be requested from anyone. Kindly provide a copy of the correspondence including the envelope and postmark to enable a full investigation. Safeguard takes all complaints seriously and would appreciate any and all help in ensuring that this matter can be resolved quickly. Please know that Safeguard will not tolerate the use of our business name in any attempts to obtain personal information and this matter was immediately escalated to our security staff and efforts to uncover the source are underway.

Consumer Response: I will make a copy of the correspondence and fax it to the BBB along with a copy of the complaint, within the next 5 calendar days, to assist Safeguard Properties, LLC investigation.

1/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This business is trespassing on my property; hanging illegal literature on my doors, putting hard to remove stickers onto my front door without ever notifying me of any problems, going into my backyard, disturbing me and my neighbors, and taking pictures of my property. When I called the business, they do not respond to my complaints and they have been on my property at least three times already. I do not owe any money, my mortgage is current, and they are telling me that they are searching for someone with a different name. However, they should have stopped harassing me after I told them I was not that person. They should also do their research as to who the property actually belongs to.

Desired Settlement: I would like to be left alone by this business and want people to stay off my property.

Business Response:

As part of its core business, at the direction of its clients (which include both private mortgage lenders and government-sponsored entities), Safeguard performs property inspections to assess property condition and occupancy status of properties for mortgage servicer clients when a borrower is delinquent in mortgage payments.  For both the protection of the mortgagee’s collateral property and the benefit of the surrounding communities in which delinquent properties are located, it is critical to identify vacant properties, as vacant properties can deteriorate quickly, causing neighborhood blight and attracting unwanted, and sometimes dangerous, activity.  Rights pursuant to individual mortgage agreements give mortgagees (for themselves and through their agents) the right to protect and secure their collateral property in the event the property is vacated by the borrower.

 

With regard to the **** property, in accordance with our client’s instructions, the property was first inspected (to determine vacancy or occupancy) on September 9th, 2013.  At that time, the property address error was not yet known. Regular monthly inspections were ordered and the property was inspected on November 7th, 2013, and again on December 19, 2013. Safeguard’s inspector reported the property as vacant due to no active changes since last inspection and snow on the ground did not have tracks to show activity. The inspection completed December 19, 2013 is when the vacancy sticker was placed at the property. The sticker informs the occupants or homeowners of the vacant determination as well as provides Safeguard’s contact number.

On January 11, 2014 a contractor arrived at the property at the direction of the client due to the vacancy determination. Upon arrival the contractor met with Mr. **** and called Safeguard from site at 11:36am and due to the conversation with the occupant the contractor was instructed to close the order and report as a bad address. Mr. **** called Safeguard at 11:49am requesting information on the visits to his property by Safeguard representatives. A request to inquire about the property address was sent to the client while Mr. **** was on the phone with our customer Service Representative.

On January 13, 2014 a follow up request was sent to complete the research on the property address. On January 14, 2014 it was found that the incorrect street name was entered into our system and our records were immediately corrected to reflect the proper address. At this time Safeguard is still researching the error to ensure it is not repeated in the future. This error was caused by an automatic information download or data entry.

A call was placed to Mr. **** on January 16, 2014 to explain the error, extend apologies for the inconvenience, and to reassure him that the error has been corrected and Safeguard representatives will not be returning to his property. A follow up email to our conversation was sent upon request to document the conversation.

An error in data entry was in fact found and rectified within five days of discovery. This is a rare occurrence and Safeguard will continue to locate the source and prevent future inconveniences.

1/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My house went into foreclosure and we moved out of the house. We had left some stuff behind due to we were still the owners of the house and that was our right. My mortgage company hired this company to do weatherization and maintenance. One of the contractors stole my entire barbie collection given to my by my grandmother. It has been over a month still no resolution from safeguard they keep giving me the run around. excuses, excuses. My insurance company settled with me for my barbies but not the full value due to i didnt have a collectible rider. So safeguard should pay up. I have given them an opportunity to make it right but i keep getting the run around. Im done

Desired Settlement: would like 2,000.00 for the replacement cost of my barbies. **** ********* will get the rest of the money that they owe. thank u

Business Response: As part of its core business, at the direction of its clients (which include both private mortgage lenders and government-sponsored entities), Safeguard performs property inspections to assess property condition and occupancy status of properties for mortgage servicer clients when a borrower is delinquent in mortgage payments.  For both the protection of the mortgagee’s collateral property and the benefit of the surrounding communities in which delinquent properties are located, it is critical to identify vacant properties, as vacant properties can deteriorate quickly, causing neighborhood blight and attracting unwanted, and sometimes dangerous, activity.  Rights pursuant to individual mortgage agreements give mortgagees (for themselves and through their agents) the right to protect and secure their collateral property in the event the property is vacated by the borrower.
 
When a first time vacancy (“FTV”) is reported by an “inspector,” the client will commonly order Safeguard to perform an “initial securing” of the property.  Initial secure work orders are performed by property preservation “contactors,” a network of contractors separate from the inspector network.  The purpose of an initial securing work order is two-fold.  First, it is a verification of vacancy or occupancy by a second contractor, independent of the inspector.  Second, the initial securing gives access to Safeguard (by changing the lock on a secondary door and placing a “lock box” containing an access key on the door handle) to perform future interior inspections, as well as exterior inspections, of the property to determine if such property remains vacant and, during the period for which the property remains vacant, to assess any damage and hazardous conditions within and surrounding the property, and to protect the property from future damage or hazardous conditions.    
 
Following an initial secure work order, follow-up interior inspections are typically scheduled monthly and performed by an inspector to determine if any change in condition of the property needs to be reported, such as deterioration of the property or evidence of re-occupancy.  The key in the lock box provides access for the inspector to perform the interior inspection.     
 
With regard to the ****** property, in accordance with our client’s instructions, the property was first inspected (to determine vacancy or occupancy) on or about July 15, 2013.  At that time, the mortgage was in a non-performing status. Regular monthly inspections were ordered and the first time the property was reported as vacant was on or about November 5, 2013. Safeguard’s inspector reported the property as vacant due to the following; the utilities were off, the door hanger from the month before was still present, the lawn was unmaintained, and the property was unsecure due to broken windows.  Photographs provided by the inspector confirmed the findings.  Following standard procedures, an initial secure order then was placed on or about November 18, 2013.

On or about November 20, 2013, the contractor reported to the residence to complete the requested work order. The initial secure order instructed the contractor to secure a secondary entrance and report any and all damages and/or personal property present. Upon entry the contractor reported and photographed the condition of the interior of the property. Upon entry the contractor discovered personal property present and supplied ample photos to support the items present. The contractor reported the following damages at the property; missing plumbing, breaker box, and exterior A/C Unit, mold damages, and water damages caused by a roof leak. The contractor supplied bids to remove and store the personal property, remedy the roof and mold damages, as well as remove all exterior debris according to client guidelines. These bids were submitted for review but no orders to remove any items were placed as the property was in a pre-sale status. These bids are to accurately assess the work that will be needed should the property complete the foreclosure process. The photographs are taken to support the presence of items as well as the amount needed to support future bids to complete work. The items reported missing in the claim were still present at that time. No action was taken at that time to board or repair the broken window.

On or about November 27, 2013 the contractor’s returned to tarp the roof to mitigate further damage to the property to protect the investment. At the time of the work order the contractor again took photos of the property to show any changes in the condition of the property. In these photos the items reported missing are not present. Upon review of the results submitted by the contractor at that time, the property is reported as unsecure due to an open door. The door was secured upon departure, however again, no action was taken to board or repair the broken window.

Safeguard formally opened the legal claim on December 9, 2013, upon receipt of information from *** ******.   Safeguard also sent its standard request letter to obtain additional information from *** ******. On December 12, 2013 a call from *** ****** was received by the claim handler for the file. On this call, *** ****** advised that she had filed a claim with her homeowner’s insurance company.  She also provided the police report information and it was found that there is an active investigation for the theft that occurred at the property. Generally we close a claim on our end if it is already being investigated by an insurance company. *** ******’s claim was left open in an attempt to fully cooperate with the ******** Sheriff’s Office. The request for information was received on January 15, 2014 and the contractor was provided the detective's contact information.

As part of our claims investigation, Safeguard obtains an affidavit from the contractor who performed the work order at issue at the property.  On December 10, 2013, Safeguard obtained an affidavit from the contractor that all work performed at the property. The contractor completed the work order as directed and maintains no items were removed per the work order instructions. Many attempts were made to obtain further information from the contractor. Upon speaking with the contractor and the local police department, it was determined that no proof was provided that the contractor removed the items.

At this time, the investigation continues to locate the party responsible for the missing items. The ******** Sheriff’s Office has been contacted by our staff as well as the contractor. We will continue to cooperate with the detective and provide any assistance needed to resolve the investigation.

The timeframe to fully investigate and process claims is generally 30-45days or longer for more complicated claims. Despite the delays, this claim was resolved in less than 45 days.

As a courtesy, Safeguard continued to move forward and extend a settlement to *** ****** in good faith as the property was not fully secured to client guidelines allowing access to the interior of the property. This offer was accepted on January 17, 2014, and Safeguard is in the process of finalizing the settlement agreement documents.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  My claim is being processed and settled. I received the paperwork today and have sent it back to Safeguard. Thanks for a quick response.

Regards,

 

***** ******

 

 

 

1/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company had someone change our door lock without legal right or notice. No court action had been filed against us and our house was not abandoned. It is a $500,000 house in a gated community. The yard and home are in very good shape as is required there.Whoever changed the lock, ransacked the house, opening every door, closet, drawer, and cabinet. They left lights on and when they left, left the door open.We are not sure what was taken at this time, but cannot believe these guys are allowed to remain in business. They have violated our privacy and their customer service representative hung up on me.

Desired Settlement: jail time would be appropriate. $100 for lock replacement. and compensation for any missing items - as yet undetermined.

Business Response:

Safeguard is a mortgage field services company that provides property preservation on a per-order basis for its clients.  In regards to this complaint, Safeguard provided property preservation services, per orders received from its client, at the claimant's property.  

The property preservation services included, among other things, grass cuts and securing.  These are precisely the types of property preservation services routinely performed by Safeguard on behalf of its clients, which seek to preserve vacant and abandoned properties in order to maintain the value of their collateral and avoid blight in communities around the country. 

We are in receipt of complaint #******* regarding a lock change and concerns of vendor actions.  In review of this property address, a claim is not found to be currently open; although there is documentation noting claimant called into Safeguard and spoke with someone about these same concerns on November 8, 2013.  

Communication was made with the claimant today, via phone, and he was advised we are in receipt of this incident report.  An email was further forwarded to him providing the toll free Customer Service number wherein an interview will be conducted and attached to a claim for further investigation.  That same communication also provides an email address for the claimant to return their items to:  legal.claims@safeguardproperties.com.   

Within this investigation process, the claimant will be asked to submit necessary items to: 1) support damages; 2) support ownership of any items missing (i.e., receipts/photos); 3) estimates of damages; 4) witness statements, 5) police/incident report.  Estimated timeframe to complete an investigation is 30 business days.  There is a File Handler assigned to each case who will be the point of contact, for the claimant, going forward.

Thank you.  

**** ****** 

 

  

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Just because someone says they are from a bank does not give them authority to change my locks or enter my property.  I am not an attorney, but it seems to me that an action of that sort would require some type of legal authority – a court order for example.

In this case, as I have stated, there has been NO court filings, the house is NOT in foreclosure, and there are NO liens against the house, other than the mortgage and a home equity which secured the home at purchase.  There is NO cause for an unknown person to break my lock, change the lock, enter my house, ransack through my drawers, cabinets, closets, or to steal 3 laptop computers potentially containing personal information and software.

 

I have filed a police report with the ******** County Sheriff.   As time allows, I will complete my documentation and respond.  I do note that other than pulling down my American flag from the front of the house, entering my home after removing my legal lock, and tossing the flag on the floor of the garage, this company did NOTHING else to the exterior of the property in preservation.   The house is not vacant and abandoned.   I personally have been tending to the grass and bushes and everything is neat and tidy as is expected in a deed restricted neighborhood where the homes average over $600,000.  

 

The representation by the company is completely inaccurate, and their actions unfounded in any legal documentation.

Your truly,

******* ******

 

 

Business Response:

Safeguard Properties is in receipt of the rebuttal as well as has reached out to claimant.  At this time, claimant is finalizing a detailed list of incident and has been provided a direct email address within the Legal Department to send it to.  In review of completed work order photos, the property appears to be in a vacant status (not being used as a primary residence) in which the Security Instrument,  by which was signed at the time of the loan closing, provides specific language of actions that may be taken if property is found to be vacant.  This will be further reviewed as part of the thorough investigation of this incident. 

30 business day timeframe is the estimated alottment for resolution at this time.

Thank you.

Consumer Response:

I dispute that our property was vacant and available in any way for change of locks or unlawful entry, destruction of property, and theft of personal goods.

While the house is recently unoccupied, we still retain full rights of privacy and expectations that no unknown and uninvited persons are able to damage the property, unlawfully enter the property, ransack it, going through drawers, cabinets, and closets, and steal personal property - 3 laptop computers, which potentially contain personal information and software.

As we have personal property in the premises - furniture, clothing, books, appliances, linens, suitcases, kitchenware, etc. - and have maintained the premises - cut the lawn, trimmed bushes, maintained the pool with chemicals and skimmers, the electricity is on and the water and sewer are active, with all utility bills fully paid without lapse - what would be the difference between our previous home condition and if we were on vacation?

Our home is not in foreclosure and no court action has been initiated against us from the present holder of our mortgage loan.

We have just been contacted by Safeguard Properties yesterday (11/26/2013) to present our claim, and we have presented it today with a total loss of $1874, which does not include any other remedies we may have and may pursue.

We would like to conclude this terrible incident without further delay and aggravation and look forward to such cooperation from the company which unleashed this unwarranted intrusion.

******* ******

************

Business Response:


**** ******
Dec 13 (3 days ago)

** **  *******
 
Safeguard Properties remains putting dedicated efforts to resolving this case.  Outreach has been made to law enforcement, as provided by the complainant; however, to date – there has been no direct contact established to support allegation.  An email was received directly from the complainant stating he was providing Safeguard Properties until 12/19/13 to resolve issue.  Matter remains under thorough review.
 
Thank you,
****
 
 
**** ** **** * ******
Claims Resolution Manager
Safeguard Properties
Office Direct:  ************
Toll Free:  800-******** *** ****
**** ******** ****** ***** ***
*********** **  *****
**** ******** **
***********************************
 
www.safeguardproperties.com
Customer Service = Resolution®
Safeguarding our clients' interests.

Business Response:

On December 17th, 2013 *** ******’s concerns regarding the entry to his home prior to the sale was explained as follows:

As mentioned during one of our conversations, an interior inspection (on vacant properties - regardless if occupied by only personals) may be completed to allow

compliance with the accepted interpretation of the investor/insurer guidelines.  The crews provide information based on a visual 'walk-through' inspection with the main emphasis and purpose of the damages/hazards that if not addressed immediately, could lead to damages or issuance of a city citation (including not completing a Vacant Property Registration form as required by most cities).         

 

During the investigation the removal of items and chaos amongst the claimants personal items could not be determined to be a direct result of the crew members on site. Due to the lack of information regarding forced entry Safeguard extended an offer of goodwill to settle the claim amicably for both parties. On December 20, 2013 the good will offer of $1,200.00 was extended to *** ****** and in turn accepted. A Release and Settlement Agreement and has since been executed by *** ******, and returned to our office.

 

 

***** *******

Paralegal - Claims Resolution Specialist

Safeguard Properties

800.******** * ****

**** ********* ****** **** *****

****** ***** ** *****

**** ********* *****

1/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First of all I want it to be known I have never been deliquent on my mortgage or failed to pay. I am totally current and no foreclosure procedures ever initiated against me. However, June 9, 2013 found a sticker from Safeguard on my home that is forsale as i have purchased another home in which i live in. I called the number on that sticker and told them i did not need their assistance with my home and at that time they emailed me papers to sign and fax back to them stating they were not to service my home. Then July 12, 2013 when my realitor went to show the home found the locks to been changed and called the number again at which time was told the home was forclosed on and would not allow access to the home. I was notified and called my mortgage company **** ** ******* who stated it was a mistake and then called Safeguard to get the security code to enter my residence. Potiential buyer chose not to return and look at the property though. Then end of July found that kitchen floor was standing water and called insurance adjuster who came to state it was a water leak from the refrigerator ice maker line not any roof damage. I could not figuire that out as the water I turned off and winterized the home the previous winter. Then I receive a bill from Safeguard where they are continueing to access my home two and three times a month. I again call them and tell them to stay off my property first part of August and tell **** ** ******* that they will file the home damage claim as I did not do anything to cause it and they hired Safeguard. Safeguard continues to enter my home replacing their sticker I tear off with new ones and causing more damage. now in Sept. they stated a hole had to be cut in my ceiling almost 4 ft long and 18 inches wide to repair roof damage. Now mind you an adjust took pictures in August and there was no damage to the roof but safeguard is i guess telling **** ** *******n that they repaired the leak that caused the water damage to the floor.

Desired Settlement: I want all damage repaired by contractor of my choice not the ones they hire that tear up things, the insulation under the floor, the sub-floor,main floor, the roof damage, my countertops that are split from the water damage, cabinets that are damaged, my ceiling and insulation above the ceiling, floor joists if they are damaged and drywall replace that was damaged. Or I want the money I placed down plus my principle and they can assume loan and tear up anything they want of their property.

Business Response: Safeguard Properties is in receipt of complaint #*******.  The claimant had previously reported event to us in which a Legal Claim was opened on September 13, 2013.  A letter was mailed out to claimant advising of items needed to research their concerns.  Communication with claimant has been established both via phone and email.  Claimant was asked to send in estimates, if they've been obtained, containing costs to repair the damages.  We are in receipt of insurance documentation submitted by the claimant and have reviewed that as part of this investigation.  Vendors actions, as well as that of our companies and client, are also being gone through.  Span of investigation is expected to take 30 business days.  

Consumer Response: Yes there has been a claim opened but i made that call on 9-12-2013. Since that time i have been passed thru 5 people as everytime i contact Safeguard i am told the person i previously spoke with is no longer working on this claim or the person that is working on it is not available. I have sent pictures and prior documentation and insurance info. I work to pay my bills and have requested safeguard locate a contractor that does not work for them or me to give us an accurate estimate of costs of damages. I have tried to but due to time constraints and Safeguard stickers they continue to place on my doors and windows stating my home is abandoned, i have not been able to get a contractor to give me an estimate. I was also told last week the person now handling my claim would be in contact with me this morning, what surprise it is 4:18 pm and still nobody has tried to contact me today. 

Consumer Response: No contact has been attempted.

Business Response:

As part of its core business, at the direction of its clients (which include both private mortgage lenders and government-sponsored entities), Safeguard performs property inspections to assess property condition and occupancy status of properties for mortgage servicer clients when a borrower is delinquent in mortgage payments.  For both the protection of the mortgagee’s collateral property and the benefit of the surrounding communities in which delinquent properties are located, it is critical to identify vacant properties, as vacant properties can deteriorate quickly, causing neighborhood blight and attracting unwanted, and sometimes dangerous, activity.  Rights pursuant to individual mortgage agreements give mortgagees (for themselves and through their agents) the right to protect and secure their collateral property in the event the property is vacated by the borrower.

 

When a first time vacancy (“FTV”) is reported by an “inspector,” the client will commonly order Safeguard to perform an “initial securing” of the property.  Initial secure work orders are performed by property preservation “contactors,” a network of contractors separate from the inspector network.  The purpose of an initial securing work order is two-fold.  First, it is a verification of vacancy or occupancy by a second contractor, independent of the inspector.  Second, the initial securing gives access to Safeguard (by changing the lock on a secondary door and placing a “lock box” containing an access key on the door handle) to perform future interior inspections, as well as exterior inspections, of the property to determine if such property remains vacant and, during the period for which the property remains vacant, to assess any damage and hazardous conditions within and surrounding the property, and to protect the property from future damage or hazardous conditions.    

 

Following an initial secure work order, follow-up interior inspections are typically scheduled monthly and performed by an inspector to determine if any change in condition of the property needs to be reported, such as deterioration of the property or evidence of re-occupancy.  The key in the lock box provides access for the inspector to perform the interior inspection.     

 

With regard to the ****************** property, in accordance with our client’s instructions, the property was first inspected (to determine vacancy or occupancy) on February 26, 2013.  At that time, *** ******************’s loan was in default.   Safeguard’s inspector reported the property as vacant because the electricity was off, and the property was empty when looking through the windows.  The inspector could not determine whether the gas and water were on or off because the meters for those utilities were located inside the property.  Photographs provided by the inspector confirm that the electricity was off and the property was empty. 
 
Following standard procedures, an initial secure order then was placed on March 1, 2013.  This order was immediately canceled, however, pursuant to the client’s guidelines, because Ms. McKinney-Henderson had made a mortgage payment within the prior 90 days. 
 
In June, Safeguard commenced action to identify for this particular client a list of vacant properties that did not have lockboxes, meaning Safeguard did not have access to the property to be able to perform monthly interior inspections on vacant properties.  The orders generated as a result of this process (referred to as “1Box” orders) instructed the contractor to determine if the property was vacant or occupied and to perform no work if the property was occupied.  If the property was vacant, the contractor was to perform a full interior inspection, provide a property condition report, and install a lockbox with a working key inside. 
 
A 1Box order was created for *** ******************’s property on June 27, 2013.  It is apparent now that, with respect to the property, the 1Box order was created in error due to Safeguard not cross-referencing the latest “paid through date” on *** ******************’s loan.  Because the loan was not delinquent as of June 27, 2013, the 1Box order should not have been placed.  Safeguard accepts full responsibility for this error and, to compensate for that error despite the fact that no damage was done by Safeguard, Safeguard offered *** ******** a reasonable settlement of $3,000, based on her own insurance company’s estimate of the damage caused by a leaking refrigerator line, as described below.
 
Safeguard’s contractor completed the 1Box order on July 8, 2013.  The contractor determined that the property was vacant (as confirmed by interior photographs), secured a secondary door with a lockbox, and placed a master key in the lock box.  Because the property had not previously been rekeyed, the contractor followed protocol and replaced the door hardware in place with a standard knob lock with a lock box.  The contractor reported that the gas, electric, and water were all turned off.  The contractor reported damage resulting from water intrusion through the roof.  Accordingly, the contractor performed and documented (with photographs) the following roof repairs:  (1) 8 total patch jobs consisting of repair and re-tarring around chimney and venting where cracks were found; (2) replaced a 1 foot by 3 foot section of missing shingles that was causing an active leak; (3) replaced a 1 foot by 2 foot section of missing shingles to prevent future leaks; and (4) replaced another 1 foot by two foot section of missing shingles to prevent future leaks.      
 
On July 11, 2013, a realtor called asking why the property was locked and requesting access to the property.  Safeguard informed the realtor that the property had been secured because of the default and vacancy determination.  On July 12, 2013, our client contacted Safeguard to retrieve the lock box code for *** ******************, who had the property up for sale.  Access was given.   
 
On September 9, 2013, our client received a correspondence from *** ****************** regarding alleged damage to the property and requesting that the damage be repaired.  Our client referred her to Safeguard to report the complaint, instructing her to call Safeguard’s customer service center. 
 
On September 11, 2013, *** ****************** called Safeguard’s customer service center to report that her property had been secured, stating that her loan had never been delinquent, and customer service advised her of the securing process.  Safeguard confirmed the current status of the loan with its client.  Safeguard’s customer service representative documented *** *******************s claim for damage consisting of water damage to a floor, drywall, cabinets, counter, and insulation, along with a hole in a ceiling.  *** ****************** stated that she discovered the situation on July 22, 2013, and admitted she was not occupying the property and that no personal property was present in the property.  She stated that the water was shut off at the well, and that her insurance company estimated the damages at approximately $3,000.00. 
 
Safeguard formally opened the legal claim on September 13, 2013, upon receipt of information and photographs from *** ******************.   Safeguard also sent its standard request letter to obtain additional information from *** ******************.  As part of our claims investigation, Safeguard obtains an affidavit from the contractor who performed the work order at issue at the property.  On September 14, 2013, Safeguard obtained an affidavit from the contractor that performed the July 8, 2013 work setting forth the roof repairs he completed, stating that water damage from the roof leak was already present, and further stating that he caused no additional damage to the property.
 
Safeguard has extended the above mentioned offer as a good faith offer and is in no way an admission of guilt but to resolve the claim amicably.
 
 
 
***** *******
Paralegal - Claims Resolution Specialist
Safeguard Properties

1/17/2014 Problems with Product/Service | Complaint Details Unavailable
12/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Safeguard Properties was hired to inspect and certify repairs for a home purchase. TWO MONTHS LATER, they have done NOTHING. I have had to extend my contract due to their lack of response and follow up. NO ONE returns calls or provides updates. For something so small thats needed, they drag their feet and have caused my life so much stress and worry. This company has their logo as "Customer Service = Resolution". I suppose this would mean they have not provided any service in my case as it has been TWO MONTHS waiting for a inspection to go to the city. I have waited to become a first time homeowner and something that is a dream to many has become a nightmare because of this company.

Desired Settlement: I would like this company to finally take notice of their lack of service and finally complete it once and for all.

Business Response:

Case *******

Safeguard Properties is in receipt of complaint ID *******.  Attempts to communicate with the claimant (both by phone and follow up via email) have been made; however, to no avail.  Further information, such as the property address along with specific details of the pending inspection, are needed in order to further assist the claimant and/or resolve. 

Please forward any further information available.

Thank you.

**** ******
3:52 PM (17 hours ago)

to **  *******,
 
I did attempt to contact the claimant; however, she stated she didn’t have time for this and disconnected.  I sent an email requesting information (such as the property address this is concerning).  If the BBB has further information – please forward.  I have, lastly, responded to the BBB complaint.
 
Thank you,
****
 
**** ** **** * ******
Claims Resolution Manager
Safeguard Properties
Office Direct:  ************
Toll Free:  800-852-8306 ext ****
**** ******** ****** ***** ***
*********** **  *****
Seat Location **
***********************************

11/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am currently going through a home modification with my mortgage company. During the modification process, my mortgage company has hired Safeguard Properties, LLC to inspect my home for occupancy. I am currently living in my home and have been since 2003. Safeguard had conducted their first inspection in March of 2013. At the time of the inspection (keep in mind, I was never notified that Safeguard Properties, were hired to conduct an inspection) Safeguard had gained illegal entry of my home and winterized my home by draining the water pipes and filling them with anti-freeze. They also changed the locks on my doors and put a padlock on my garage door, they deemed my property vacant and advised my mortgage company that it was vacant. This then caused my mortgage company to deny my modification. At the time Safeguard went out to conduct their inspection, I was not home as I was at work. I work 2 hours away from my home and I do not commute daily, as I stay with my daughter during the work week. My home was full of my furniture and was obvious that I was living there. Upon returning home, I found my home in disarray!!! Safeguard had left my bathtub and sink full of the anti-freeze! They also decided to go through my personal property and stole change from my change jar, they dumped it out on my counter and took only the silver and left the pennies. They also went through my closet and stole some mint coins that I purchased when my daughter was born in 1984, they broke the case open and took the coins and left the case. They also went through a container that I had on my countertop that held my cooking utensils. They dumped that out, and just left everything scattered on the countertop. As the months have gone by and I have to keep proving my living in my home, they continue to enter my home and take things. They have taken my laptop as well has caused property damage, I cannot stay at my home as they caused damage to my water heater, so I have not hot water and caused more damage!

Desired Settlement: I am requesting that my items be returned, or reimbursed for my loss. I expect my hot water heater to be repaired, my sump pump replaced and the electrical issues resolved. I have no lights in the front part of my house, and my garage door will not open because when they winterized my home, they failed to properly winterize my home which caused my circuit breaker to blow due. I have filed a police report for property damage and theft. I am in fear of staying at my property due to this issue!

Business Response:

We are in receipt of complaint reference #*******. 

Safeguard Properties was made aware of incident on September 11, 2013 wherein it was reported that the property was winterized, hot water heater was damaged along with garage door, items scattered within property and miscellaneous items uncounted for.  During initial interview, claimant is reported as having discovered the property in this condition on April 2, 2013 and was last at the property on June 4, 2013; however, maintains it is occupied. 

On September 25, 2013 an emai was directed to the CEO of Safeguard Properties, by the claimant, in what was described as unethical and unprofessional service.  We respect the opinion of the claimant and it is our goal to bring fair and prompt resolution to this matter.

Access to the property was granted to the claimant, by the client, on October 4, 2013.  We have been in contact with the claimant (most recently as of October 10, 2013) and currently pending is receipt of an estimate for damages in which the claimant is working on gaining through an outside contractor.  Already submitted has been a list of those items with their presence uncounted for. 

Our estimated resolution timeframe is 30 business days; however, in some occurrences more time is needed.  We continue to work this claim deligently and look to bring resolution as soon as possible.

Thank you.

Consumer Response: I am currently working with Safeguard and it's legal department.  Thus far they have been very cooperative and will to work with me.  The only issue I have with their response, are the dates.  I live in my property and the company keeps deeming my property vacant.  This is causing a great deal of stress and complications for me as I am trying to work with the bank on a modification.  I work in the ********* area and stay with my daughter when I am working.  I come and go from my home at my convenience.  I should not have to inform the bank or Safeguard as to my whereabouts on a daily or weekly.  They have yet to tell me when they are coming out to check the vacancy of my property, as I am willing to meet them there.  At one occasion, I was there doing my lawn care and just living my life at my home.  I was the approached by a gentleman stating that he was there to do my lawn as he was hired by an outside vendor.  This person did not have an ID, nor would he disclose to me who he worked for.  I asked him to leave my property as I live here and he has no reason to be there.  He then left.  I am sick of dealing with this vacancy issue with them.  They are bothering my neighbors, my neighbors are stating that when they come, they park so they cannot see what type of car they are in.  They ask for her full name, and she is not at all comfortable giving to someone that does not identify themselves.  She stated that she does not tell them I don't live there, she states that she does not know as we are not close neighbors.  I don't interact with my neighbors at all since I have lived there.  I am in a rural area and there are trees that separate us.  We are not living in a city where we see each other on a daily.  I cannot see her property and she cannot see mine.  You would have to either walk or drive to my neighbors if you wanted to visit or see if there were home. 

Business Response: Claim ID ******* has been resolved.  Claimant was emailed a Release and Settlement Agreement on October 28, 2013.  This agreement was reviewed, signed, and returned to Safeguard Properties on October 29, 2013.  The settlement was not an admission of liability but a good faith gesture towards a timely resolution.

11/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company was apparently hired by my mortgage company (Bank of America) to service my home that I have for sale with a realtor. Due to being vacant, I am told this is standard procedure with Bank of America. Without my knowledge, they changed the locks, mowed the yard (the same yard I have been mowing), and winterized the home (that I have been maintaining). When they winterized, they left the door to the garage from the home wide open. I pay the utilities at this home, and the garage is a metal building. The inside of the home was very cold (due to the fact that it is cold today), so now I am apparently paying to heat the outside due to their neglect. I was also informed by my realtor when I spoke with hime today that they previously left the front door to the home unlocked and it was wide open for I don't know how long. Anything could have happened to the home I have been maintaining due this utter disregard for my property. I have contacted Safeguard, as well as Bank of America. However, I wanted to make everyone aware of their shady business practices. I don't want them in my home again, ever.

Desired Settlement: I want them to stay away from my home, and reimburse me for whatever the electric bill is run up to due to their neglect of leaving the door open. I also want the locks changed back and them to surrender whatever key they were able to obtain (I have NO IDEA how they got a key).

Business Response: ************* **** ******

We are in receipt of BBB ID #*******.  Several attempts have been made, via phone, to make contact with the claimant.  Based on the claimant's report of the vendor's actions, we have engaged ourvendor regarding this questionable action to them to address while performing the work ordered by our client.
At the client’s request the rear door was secured along with a lock box place on the door.  If the homeowner wishes to have this lock changed out, once the homeowners move back into the property the homeowners can change any and all locks that they wish. 

On November 5th, 2013 Vendor reported realtor was contacted, realtor advised the property was not being maintained, vendor stated the property was secured upon arrival and departure, photos show that the door from the house to the garage was opened. 

During our contact with the vendor, it was stated that the electric was turned off and there was no reason for this to be left on with the house being winterized.  There was no sump pump or de-humidifier in the property that would require electric.  We have stressed the importance of closing the doors from the garage into the house. Also advised him to make sure in the future that all entry/exit doors are shut. Continued efforts will be made to bring resolution to this matter.

11/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My home is being foreclosed on but it not completed yet. SafeGuard hired a vendor to come out and winterize the property. They secured a door on the house and garage. They damaged and interior door that led into an unfinished attic. The door and frame around door was damaged and now cannot be closed in order to keep heat in the house and cold air out. I have contacted them with no results. They are very rude. They will not disclose the vendor information. I want Safeguard to fix damage to door. I have taken pictures. The vendor keeps coming onto the property and going through kitchen and closets. The home is vacant but I check on property several times during the week.

Desired Settlement: I want door replaced and repaired and/or reimbursed for door.

Business Response: Safeguard Properties is in receipt of your inquiry dated October 24, 2013 and claim ID *******.  Please know that as part of its core business and at the direction of our clients, Safeguard Properties performs inspections along with preservation to properties, including - but not limited to, securing of properties which fall within strict guidelines/criteria.  The claimant reports that an interior door was damaged during securing and no longer closes properly further requesting repair be made.  It has been confirmed that a securing order was completed at this property October 12, 2013.  Research of this event and communication with the vendor will be made.  An attempt to reach the claimant, via phone, has been made; however, was unsuccessful.  Email communication was sent and currently pending response in order to gather specific details of incident.  General time frame for review/resolution is 30 business days and claimant will be updated. 


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