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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

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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 16 factors. Get the details about the factors considered.

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

  • Government action(s) against business

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

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 71 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

71 complaints closed with BBB in last 3 years | 44 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 1
Delivery Issues 0
Guarantee/Warranty Issues 1
Problems with Product/Service 68
Total Closed Complaints 71

Customer Reviews Summary Read customer reviews

2 Customer Reviews on Safeguard Properties, LLC
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 2

Additional Information

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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 Gretchen Fri, Director, Corporate Communications Mr. Alan Jaffa, C.O.O. Beth Petel, Manager, Claims Reolution
Contact Information
Customer Contact: Linda Bolyard , Paralegal
Principal: Mr. Robert Klein, C.E.O.
Business Category

Property Management


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

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Complaint Detail(s)

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

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.

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

BBB's Final Determination: The parties could not provide sufficient information to support their positions nor were they were agreeable to make reasonable efforts toward resolving the issues of the dispute.

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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).

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.    

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: The parties could not provide sufficient information to support their positions nor were they were agreeable to make reasonable efforts toward resolving the issues of the dispute.

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.

BBB's Final Determination: Business failed to follow through with a partial (less than 100%) settlement offer in a timely manner.

3/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Following our divorce, my ex-husband and I are in the processing of short selling our property. Since **** ** ******* is currently carrying the insurance on this property, they hired Safeguard Properties to come in and "winterize" the location. We have been slowly moving our things from the home over the past couple of months and regularly visit the property. The windows and doors have all been closed and locked securely with no issues. We were at the house on Friday, March 22, 2013, and all of our items were there. Safeguard Properties came to the house, broke out two exterior door knobs and deadbolts in the rear of the home to gain entry and replaced them with new ones. According to paperwork left at the house, they were at the property on Monday, March 25, Thursday, March 28 and Friday March 29. We went to the house on Saturday, March 30, and found many items had been stolen. Since the doors and windows were all still in tact and locked, the only logical conclusion is that this company helped themselves to our belongings after letting themselves in. Among the missing items are an Apple iPod classic 160 GB Silver (7th Generation), a 2009 Trek bike, a 2009 Sony Digital AV Receiver, a Kindle Fire, several items of jewelry (diamond, emerald and ruby rings with extremely high sentimental value), a bank with approximately $200 in coins, several silver coins, Demolay medallions and a silver Chevron ring, a Daisy pump action bb/pellet rifle, an Ammo barrel-break action pellet rifle. Every single drawer, cabinet, and box was thoroughly searched through so obviously these people spend a very long time at the property going through everything we owned to locate items of value. For some of these items we have receipts and/or serial numbers and we have filed a police report.

Desired Settlement: We would like the company to reimburse us for the cost of the items that were stolen.

Business Response:

Complaint Involves: 

Service Issues 

 

Customer’s Statement of the Problem

“Following our divorce, my ex-husband and I are in the processing of short selling our property.  Since **** ** ******* is currently carrying the insurance on this property, they hired Safeguard Properties to come in and “winterize” the location.  We have been slowly moving our things from the home over the past couple of months and regularly visit the property.  The windows and doors have all been closed and locked securely with no issues.   We were at the house on Friday, March 22, 2013, and all of our items were there.  Safeguard Properties came to the house broke out two exterior door knobs and deadbolts in the rear of the home to gain entry and replaced them with new ones.  According to paperwork left at the house, they were at the property on Monday, March 25, 2013, Thursday, March 28 and Friday March 29.  We went to the house on Saturday, March 30, and found many items had been stolen.  Since the doors and windows were all still intact and locked, the only logical conclusion is that this company helped themselves to our belongings after letting themselves in.  Among the missing items are an Apple iPod classic 160 GB Silver (7th Generation), a 2009 Trek bike, a 2009 Sony Digital AV Receiver, a Kindle Fire, several items of jewelry (diamond, emerald and ruby rings with extremely high sentimental value), a bank with approximately $200 in coins, several silver coins, Demolay medallions and a silver Chevron ring, a Daisy pump action bb/pellet rifle, an Ammo barrel-break action pellet rifle.  Every single drawer, cabinet, and box was thoroughly searched through so obviously these propel spend a very long time at the property going through everything we owned to locate items of value.  For some of these items we have receipts and/or serial numbers and we have filed a police report.” 

 

Desired Settlement: 

“We would like the company to reimburse us for the cost of the items that were stolen” 

 

Response: 

**** ************ contacted Safeguard Properties on April 2, 2013 and a legal claim intake was performed to address her concerns.    

 

Thank you 

Business Response:

Safeguard’s Response to the Rebuttal: 

**** ************ has been contacted by her legal claim file handler to discuss her allegations.  She was requested to follow up with the local police department regarding the report that she filed. 

Her claim is actively being investigated.

 

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. 

"Safeguard’s Response to the Rebuttal: 

**** ************ has been contacted by her legal claim file handler to discuss her allegations.  She was requested to follow up with the local police department regarding the report that she filed. 

Her claim is actively being investigated."


I will continue to reject these attempts to close my complaint until something is actually done by your company to resolve this issue. I have never been contacted by your company. I was never even sent an email to confirm that you got the documentation I emailed you. When I originally called the representative took the police officer's name, badge number and police report number. I was NEVER requested to follow up with my local police department and, in my opinion, that is irrelevant to my claim against your company. Additionally, your company has been into my house AGAIN and have stolen more items! Even though your company was notified of these thefts and it was made clear my property was NOT abandoned and even though I have filed a police report, your contractors still had the audacity to enter my home again and steal more. This time they have stolen a video projector. You can go ahead and add that to the already long list of things they have stolen from my family. Please actually make an attempt to resolve this issue before trying to have this BBB marked resolved.

Regards,

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

 

 

Business Response:

From: ***** ******* 
Sent: Friday, March 07, 2014 9:37 AM
To: ******* ***** ***************************
Subject: BBB Complaint ID ******* Business Response**
 
*******,
 
Please see the below response to *** ************’s rebuttal. I have also attached a copy of the Release and Settlement agreement signed by the complainant.
 
Thank you for your assistance in resolving this complaint.
 
 
 
 
"Safeguard’s Response to the Rebuttal:

 
During the investigation the removal of 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 February 18, 2014 the good will offer was extended to *** ************ and in turn accepted. A Release and Settlement Agreement was forwarded to *** ************, on February 19, 2014. Our office has received the executed Release and Settlement Agreement and payment was forwarded to her via U.S.P.S.

 
 
***** *******
Paralegal - Claims Resolution Specialist
Safeguard Properties
800.******** * ****

BBB's Final Determination: Business failed to follow through with a partial (less than 100%) settlement offer in a timely manner.

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: The business failed to resolve the complaint issues.

2/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ******* *********** * **** ***** ************* *** *************** ****************************** May 11, 2013 Dear Sir/Madam:Re: complaint/ simple burglary Please be advised that on October 17, 2012, I had reported to Safeguard Properties that a contractor from their company had forced its way inside my home and left it unsecured. Secondly, my property was locked and secure, this company unlocked property and left it unlocked. The Items of value were then wrongfully taken by company or as a result of property not being locked up after their leaving the property.Also after they gain access inside my home they installed a plate on my back door that would allow easy access for removing possessions from my house. The items that I reported to them stolen was a Maytag stove, door knobs; and two lawn movers. Further, there was also confirmed damages to all my window blinds. After speaking with someone at Safeguard Properties they had setup a property claim to reimburse me for the items that was stolen and the damages. After several calls to the company for months about my claim, they ignored my claim for as long as possible with the hopes that I would give up. As of today, there has not been anything done to settle this matter amicably. I greatly appreciate your assistance and look forward to hearing from you very soon. Respectfully, *** ******* *******

Desired Settlement: Simple Burglary: Safeguard Properties is a company of **** ** *******. **** ** ******* hire this company to come into my home. This company has committed the biggest heights ever by ripping thousands of homeowners off their valuables. I want to be paid for all items that was taken from my property.

Business Response:

Complaint Involves:

Service issues

Customer’s Statement of the Problem:

******* *********** * **** ***** ************* *** *************** ******************************  May 11, 2013 Dear Sir/Madam: Re: complaint/ simple burglary Please be advised that on October 17, 2012, I had reported to Safeguard properties that a contractor from their company had forced its way inside my home and left it unsecured. Secondly, my property was locked and secure, this company unlocked property and left it unlocked. The items of value were then wrongfully taken by company or as a result of property not being locked up after their leaving the property.Also after they gain access inside my home they installed a plate on my back door that would allow easy access for removing possessions from my house. The items that I reported to them stolen was a Maytag stove, door knobs; and two lawn movers. Further, there was also confirmed damages to all my window blinds. After speaking with someone at Safeguard properties they had setup a property claim to reimburse me for theitems that was stolen and the damages. After several calls to the company for months about my claim, they ignored my claim for as long as possible with the hopes that I would give up. As of today, there has not been anything done to settle this matter amicably. I greatly appreciate your assistance and look forward to hearing from you very soon. Respectfully, *** ******* *******

Desired Settlement:

Simple Burglary: Safeguard Properties is a company of **** ** *******. **** ** ******* hire this company to come into my home. This company has committed the biggest heights ever by ripping thousands of homeowners off their valuables. I want to be paid for all items that was taken from my property.

Answer:

*** ******* advised above that she “opened a property claim to reimburse me for the items that was stolen and the damages”.  She also stated, “that on October 17, 2012, I had reported to Safeguard Properties that a contractor from their company had forced its way inside my home and left it unsecured.”

The property in question on *** ******* complaint was not entered into our internal system to perform requested work until February 13, 2013.  Therefore, any work that may have been performed was completed by a different property preservation company and NOT Safeguard.

*** ******* opened a legal claim to have her concerns investigated on March 20, 2013 and the legal claim was denied and closed out on April 8, 2013. 

 

Thank you.

Consumer Response:

Dear BBB:

I have filed a claim with Safeguard Properties October 17, 2012. As you can see, I have been in constant contact with them and spoke with numerous people from Safeguard Properties about my damages. They also had established a claim for me to pay for my damages; and I have fax and email them all my information to process my claim. I will assure you that the contact numbers listed below are from the people that work for them. The ticket numbers listed below shows every conversation I had with them about my damages. The attachment I am submitting is the information that was tape to my front door from Safeguard Properties each time they enter my home and sign out. So, when she say's my property was entered into thier internal system to perform requested work until February 13, 2013 is simply not true when the documents shows a date of June 12, 2012 and October 12, 2012.  It shows the last date of October 12, 2012 when someone from their company came into my home and sign out. I don't thank they can denied that. Just like they keep their records, I keep mind too.

Thank you,

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



1. Ticket #******** - October 17, 2012
2. Ticket #******** - November 16, 2012 - Time: 10:21 am.
3. Ticket #******** - Time: 9:36 am. / Spoke with a *** *********

1. *** ***** - Safeguard Properties - March 18, 2013 @ 2:50 pm.
2. *** ****** - Safeguard Properties -
3. *** ******* ****** - Safequard Properties -
4. Safeguard Properties - November 8, 2012 @ 10:09 am.
5. Safeguard Properties - March 15, 2012

*Call log*

1. 1877-********
2. 1866-********
3. 1800-********
4. 1888-********
5. 1866-********

*Fax*

1. 1866-********

*Email*

1. fs.resolutioncenter@*************.com




Answer:

*** ******* advised above that she “opened a property claim to reimburse me for the items that was stolen and the damages”.  She also stated, “that on October 17, 2012, I had reported to Safeguard Properties that a contractor from their company had forced its way inside my home and left it unsecured.”

 

The property in question on *** ******* complaint was not entered into our internal system to perform requested work until February 13, 2013.  Therefore, any work that may have been performed was completed by a different property preservation company and NOT Safeguard.

 

*** ******* opened a legal claim to have her concerns investigated on March 20, 2013 and the legal claim was denied and closed out on April 8, 2013. 

 

Thank you.

Business Response:

With regard to the Jenkins property, in accordance with our client’s instructions, the property was first inspected (to determine vacancy or occupancy) on February 13, 2013.  At that time, *** *******’ loan was in a non-performing status. Regular monthly inspections were ordered and the property was reported vacant on February 20, 2013 and again on March 20, 2013. Safeguard’s involvement with our client and this property did not begin until February 2013. *** ******* claim was filed in November with the client directly and was then told to contact Safeguard after the contract between Safeguard and the client began.
 
Safeguard formally opened the legal claim on March 18, 2013, upon receipt of a call from *** ******* and a request to follow up on her claim.  Safeguard also sent its standard request letter to obtain additional information from *** *******. During the call *** ******* stated that the last time she visited the property and the items were present was on September 20, 2013 and the situation was discovered October 18, 2013. On March 20, 2013, Safeguard obtained additional information from *** ******* including the police report and receipts to support her claim. The police report obtained from *** ******* states that the last known date the stove was in the residence was August 3, 2012 and the date she realized the stove had been removed as September 28, 2012.
 
Despite the dates of the claim occurring prior to Safeguard’s involvement with the property, a thorough investigation was completed including review of the limited information and photos from the contractor hired by a previous preservation company.  The original claim filed by *** ******* with the client stated that “the break-in occurred between June and August 3, 2012”.
 
Based on the inconclusive dates of discovery provided by *** ******* and photos supplied by the previous contractor showing the appliance in place as of August 21, 2012, the claim was denied on April 8, 2013. This claim was denied as without merit due to the differing information supplied to the client, police department, and Safeguard made it impossible to determine an accurate date of loss. Without a date of loss we were unable to compare the information to the photos supplied and complete an accurate investigation.
 
We have not been supplied any information to correctly determine the actual date of loss. As a courtesy due to the inability to complete an accurate investigation, or to find any evidence that the appliance was removed by any contractor hired by Safeguard or the previous preservation company an offer of goodwill was extended to *** ******* on December 16, 2013. At the time of the offer *** ******* stated that she needed to finish eating her food and would call back. A call was placed to *** ******* on December 30, 2013 to inquire if she had come to a decision in regards to the offer extended. During this call *** ******* stated she would have a *** ****** contact our office in the next couple of minutes. When asked whom this is, she stated this is the person handling this for her.
 
To date Safeguard has not been contacted further to resolve the claim, the offer remains open at this time and in no way is an admission of guilt but to resolve the claim as a goodwill gesture.
 
 
***** *******
Paralegal - Claims Resolution Specialist
Safeguard Properties

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 first time Safeguard Properties enter my property was June 12, 2012. Safeguard's involvements with my property begin in 2012 not February 2013. I open a claim for damages with Safeguard Properties October 17, 2012 not March 18, 2013. The information I provided shows I have been in contact with Safeguard Properties and spoke to several agents. The date I visit my property was September 7, 2012. The field adjuster was present doing an inspection of the property. My Maytag stove and lawn mowers were present at the property.

 

Furthermore, the statement’s made by Safeguard Properties that I have not been in contact with them to resolve my claim is simply not true. Safeguard Property has received several letters from my attorney by US certified mail. Safeguard Properties feel too responded to my request. It was after; I hire an attorney “*** ******** ******" when Safeguard Properties reach out to me. My attorney has sent Safeguard Properties a US certified letter by mail and fax. Safeguard Property claim they have no record of ever receiving the letters to settle my claim. The contractors hire by Safeguard Properties has cause damages to my walls, broken window, damage window blinds, missing lawn mowers and missing Maytag stove; and they also urinated on my carpets. The last time they was in my home was Jan. 2013.

PS. I have attach several documents that were forwarded to *** ****** *****

 

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A claim has been filed with Safeguard properties (claim # *******************) with the property address of ***** ***** **** **, ********* ** *****. This property was in the process of being sold and their company entered the property and took property items in the gararge that belonged to me, they assumed the property was abonded and it was not. Their contractors took fabricated photos of the garage after they took the items from the garage and had been loaded into their truck, trying to prove that nothing was in garge. (lawn mower value $399.99 & yard edger value was $289.99)However, my neighbor witnessed their crew loading those items into their truck and they still are not able to provide sufficient evidence that the photos were taken with their vehicle in the driveway and left empty.I would like the value of the items refunded to me or the items returned. Thank you

Desired Settlement: I would like the value of the items refunded to me or the items returned back to me. (lawn mower value $399.99 & yard edger value was $289.99)

Business Response:

Complaint Involves: 

Customer Service Issues 

 

Customer’s Statement of the Problem: 

A claim has been filed with Safeguard properties (claim “*******************) with the property address of ***** ***** **** **, ********* ** *****.  This property was in the process of being sold and their company entered the property and took property items in the gararge that belonged to me, they assumed the property was abonded and it was not.  Their contractors took fabricated photos of the garage after they took the items from the garage and had been loaded into their truck, trying to prove that nothing was in garge. (lawn mower value $399.99 & yard edger value was $289.99)However, my neighbor witnessed their crew loading those items into their truck and they still are not able to provide sufficient evidence that the photos were taken with their vehicle in the driveway and left empty.I would like the value of the items refunded to me or the items returned. Thank you 

 

Desired Settlement: 

I would like the value of the items refunded to me or the items returned back to me. (lawn mower value $399.99 & yard edger value was $289.99) 

 

Answer: 

*** ******* opened a legal claim with Safeguard Properties to investigate his allegations in regard to the removal of a lawn mower and yard edger which was denied on March 29, 2013.  Upon further review of the allegations, including, but not limited to, discussions with the local law enforcement in regard to the alleged witness, we cannot find any evidence to support *** ********* allegations and his claim will remain denied.

 

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. 

Safeguard properties has fabricated photos of the empty garage. PROOF is by my neighbor seeing their crew load my the items in question (lawn mower and edger) into their track and drive away with it. They have not provided proof otherwise that they did not take them. I KNOW what was left in the garage and it was STOLEN FROM THE HOUSE by them. WHY WOULD THIS BE MADE UP? Safeguard broke into the house just because no one was there at the time and treated it like no one lived there while we did live there and took property that did not belong to them.

 

A police report was filed and police interviewed my neighbor on record stating she saw them load the items into their truck and drive away. How hard can it be that Safeguard is another foolish company that has no regards for other peoples property.

 

 

 

Regards,

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

 

 

Business Response: This claim was reopened and additional review has been completed. During the investigation the removal of 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 January 16, 2014 the good will offer of $500.00 was extended to *** ******* and in turn accepted. A Release and Settlement Agreement was forwarded to *** *******, on January 17, 2014. On January 29, 2014 *** ******* confirmed receiving the documents and is in the process of forwarding them back to our office. Thank you, ***** ******* Paralegal - Claims Resolution Specialist Safeguard Properties 800.******** * ****

BBB's Final Determination: Business failed to follow through with a partial (less than 100%) settlement offer in a timely manner.

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

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

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,

 

***** ******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

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.******** * ****

**** ********* ****** **** *****

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

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

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

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

Additional Notes

Complaint: I currently have an active mortgage with **** ** ******* and am going through a home loan modification and making my payments as agreed. I left out of town on Sunday morning May 19th and upon my return on Wednesday May 22nd I found myself unable to enter my home and my front door had been secured with one of my child protection locks from the interior of my home. I attempted to gain entry through my side door and found a black lock box had been placed on my door knob and the knob itself was somewhat busted. I found a door tag with the contact information to Safeguard Properties. This company entered my home on May 20th on an alleged order from **** ** ******* to change my locks and cut my grass. The contractor or people who were in my house took pictures of my furnishings and removed all my belongings leaving me with an empty house and no answer as to where they moved my property to, they claim they never removed anything! I attempted to file a police report but the responding officer said this was a civil matter that I'd have to handle with **** ** ******* and Safeguard. I've been in contact with **** ** ******* who has been unable to confirm whether Safeguard was indeed sent to my property but they did mention that it sounded like Safeguard acted on their own. Since I am in a work out program and there is no foreclosure notice or sale date, they can't explain what's going on. My problem is that I filed a claim with ****** in Safeguard's legal claims department and over 30 days ago and on Tuesday June 25th I received a call from her stating that she denied my claim it on the basis that the contractor stated they didn't remove anything from my house, yet all my belongings were gone when I entered my home on Wednesday May 22nd and they were the last people to be in my house.

Desired Settlement: I demand an immediate reimbursement for what was taken from me which I estimated its worth around $4,510.00 or the return of all my belongings. It seems unfair that they can get away with this! It's like a legal way to steal!

Business Response:

Complaint Involves

Service Issues 

 

Customer’s Statement of the Problem: 

I currently have an active mortgage with **** ** ******* and am going through a home loan modification and making my payments as agreed.  I left out of town on Sunday morning May 19th and upon my return on Wednesday may 22nd I found myself unable to enter my home and my front door had been secured with one of my child protection locks from the interior of my home.  I attempted to gain entry through my side door and found a black lock box had been placed on my door knob and knob itself was somewhat busted.  I found a door tag with the contact information to Safeguard Properties.  This company entered my home on May 20th on an alleged order from **** ** ******* to change my locks and cut my grass.  The contractor or people who were in my house took pictures of my furnishings and removed all my belongings leaving me with an empty house and no answer as to where they moved my property to, they claim they never removed anything!  I attempted to file a police report but the responding officer said this was a civil matter that I’d have to handle with **** ** ******* and Safeguard.  I’ve been in contact with **** ** ******* who has been unable to confirm whether Safeguard was indeed sent to my property but they did mention that it sounded like Safeguard acted on their own.  Since I am in a work out program and there is no foreclosure notice or sale date, they can’t explain what’s going on.  My problem is that I filed a claim with ****** in Safeguard’s legal claims department and over 30 days ago and on Tuesday June 25th I received a call from her stating that she denied my claim it on the basis that the contractor stated they didn’t remove anything from my house, yet all my belongings were gone when I entered my home on Wednesday May 22nd and they were the last peopled to be in my house. 

 

Complaint Background: 

Problem Occurred: 5/20/2013 

 

Desired Settlement: 

I demand an immediate reimbursement for what was taken from me which I estimated its worth around $4,510.00 or the return of all my belongings.  It seems unfair that they can get away with this!  It’s like a legal way to steal! 

 

Safeguard Properties Response: 

A thorough investigation into the allegations of *** ******* was concluded on July 8, 2013. 

The claim was subsequently denied due to not enough evidence to support her claim of missing items. 

 

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. 

On July 10th, I received an e-mail from Safeguard properties detailing the list of events according to their records.  They claim **** ** ******* ordered the key change and grass cut on Tuesday May 14th, yet per **** ** ******* there is no record of this order being given.  Safeguard also states that my property was found vacant per a visual inspection they conducted on Thursday April 18th, while I was obviously at work and would not have answered my door when they rang the door bell.  In addition, it would have been impossible for them to establish if my home was vacant by peeking through the windows as I was told they often do, because all my blinds are always completely down.  My master bedroom is upstairs so it would have been impossible for them to establish my occupancy in the downstairs quarters even if they had been able to peek in.   Safeguards contractors were obviously inefficient in verifying my homes occupancy status since I did live at my home at the time of their so called inspection, not only that but also, that  upon their entry into my home my belongings were still in the property which would have proven that I was indeed occupying my property, and it was not vacant as they claimed. 

 

According to the detailed list of events letter that Safeguard provided to me, they entered my home on that Sunday May 19th which is the day I left my home to go out of town, I demand to know the timeframe they claim to have been at my home because according to the information previously provided to me, Safeguards contractors entered my home on Monday May 20th which shows the lack of credibility of both Safeguard and it's contractors.  If **** ** ******* did indeed send Safeguard to my property to do a lock change and grass cut why did they snoop around my house and take the pictures that prove my belongings were in the house?  Also why did I receive contradictory information from Safeguards employees some saying my house was empty upon their entry and some confirming the presence of my belongings?  And if Safeguards contractors were the last people to be in my home how can they claim they are not responsible for the removal of all my belongings?  I'm not arguing the presence of my belongings in the home, for I know what was in my house as of that Sunday May 19th, what I'm demanding is an answer as to the whereabouts of my belongings and their immediate return or the monetary reimbursement for everything that was taken from me upon the contractors exit!  I demand an examination of every person that entered my home that day since the thief  is among them!  Safeguard goes on to say that I was denied my claim because it is without merits and expects me to file a claim through my insurance company when they are clearly the responsible party to this theft!

Regards,

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

 

 

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 Astorga property, in accordance with our client’s instructions, the property was first inspected (to determine vacancy or occupancy) on January 7, 2013.  At that time, *** *******’s loan was in a non-performing status. Regular monthly inspections were ordered and the first time the property was reported as vacant was on April 18, 2013. Safeguard’s inspector reported the property as vacant due to the electricity off, the lawn unmaintained, and the property was empty when looking through the windows.  Photographs provided by the inspector confirm the condition of the property.
 
Following standard procedures, an initial secure order then was placed on May 14, 2013. Based on the photos supporting the lawn was severely overgrown (3ft in some areas), the utilities reported as off and no visible changes from the previous monthly inspection.
 
On May 20, 2013, the contractor called the client’s Securing Authorization Center requesting approval or denial to proceed with securing the property. *** ***** in the securing center reviewed the photos supplied and asked a series of questions to determine occupancy. The contractor reported and supplied the following information along with photos to support, to the Securing Authorization Center: The electric and water were off, the gas was unable to be determined as the meter is located inside the property, there were no vehicles onsite, and no personal property could be viewed from the exterior of the property, mail or newspapers piled up, and unmaintained lawn. The contractor received approval to complete the initial secure of the property and perform initial yard maintenance to avoid citations. The initial secure order instructed the contractor to secure a secondary entrance and report any and all damages and/or personal property present. The contractor received authorization code *****2013tkc (full securing code will need to be obtained from the client directly). Upon entry the contractor reported and photographed the condition of the interior of the property. Upon entry the contractor discovered personal property in two rooms on the second floor of the property the remaining rooms of the property were free of furniture and showed no signs of occupancy. The contractor reported a missing refrigerator and photos show no evidence of dishes or food present. The contractor photographed the contents and supplied bids to remove and store the personal property according Federal Housing Association and 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 and to document any changes in occupancy status. The photographs are taken to support the presence of items as well as the amount needed to support future bids to complete work.
 
Safeguard formally opened the legal claim on May 31, 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 June 5, 2013, Safeguard obtained an affidavit from the contractor that all work performed on the order completed May 20, 2013. The contractor completed the work order as directed and maintains no items were removed per the work order instructions. All items claimed to be missing by *** ******* were photographed to support their presence upon arrival and departure. *** *******’s neighbors were approached for statements and statements declined seeing any items removed from the property as well as requests to not be further contacted regarding the matter. 
 
The order in question was updated in our system as completed on May 19th, 2013. This was an error in data entry as after further review, the call to the Securing Authorization Center and the sworn vendor affidavit both state the work was completed on May 20th, 2013. This was simply a data entry error and in no way changes the results of the work performed. The property appeared vacant; a photo of the exterior of the property taken April 18, 2013 has also been supplied to support the vacancy determination.
 
We have not been supplied any information to support that the contractor removed any items. Should any new evidence be supplied to our office the claim will be reopened and new evidence investigated thoroughly. *** ******* has the option to follow up with her local law enforcement or her home owner’s insurance company and Safeguard will cooperate with any resulting investigations.
 
 
 
***** *******
Paralegal - Claims Resolution Specialist
Safeguard Properties
800.******** * ****

BBB's Final Determination: Business failed to follow through with a partial (less than 100%) settlement offer in a timely manner.

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

BBB's Final Determination: Business failed to follow through with a partial (less than 100%) settlement offer in a timely manner.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I both lost your jobs because of some illness and job related accident we have been able to pay your mortgage or afford to go to the doctors. We could not get help from any agencies, so, chose not to sit around and wait. Instead we decided to go outside of your community to find jobs, no matter what it takes, if it includes sleeping in your car, and would return to your home every other week-end, until my husband became so sick that he was admitted to the hospital twice thinking that it may be his last day on earth, because of the intensity of the pain and symptoms. I slept in my car just to see if I could get the money to help my husband get medical help, because every where we ask for help we were denied. So we did what we had to do to survive, without depended upon the government or others.I return to my home and found it trashed by Safeguard properties. The person smoke in my house throw it on the toilet, on the floor, He took out my, clothes, took off the AC door, urinate on the toilet, left his drink container, went up to the ATIC and tossed things out, went in the stove and took out the containers, tossed things on my bed, turned the heat on full blast, damaged the lock on the shed were my husbands tool are kept and left all the lights on. The house was so hot that it melts all the kitchen cabinets, causing them to crumble and destroyed all my husband grandmother crystals he brought from the UK.Safeguard properties deliberately trash my house and claimed it was abandon. I had food there, lights on; I paid someone to cut my grass. For someone to destroy a family home like your men did to mine is wrong, deceitful, and wicked. My husband and I always looked forward to coming home, now we have no home to come home to

Desired Settlement: ESTIMATED COST & VALUEKitchen Cabinets & Countertops$10,000. Electrical wiring$2500Kitchen wall and cealing$20,000Painting$500Dishwasher$700Stove$550Microwave$450Freezer$700Counter top toaster over$80Pots $200Foods$300*** ******** grand -mother Crystals brought over from Wales. (Antique) cannot be replaced.$5000My glassware Silver glass set with turn table (gift,) from Spain.$5000Glass plates, cups, saucers gift from my sister in 1990$600Special plates and bowls from Portuguese.$250 Un-worn shoes dry root because of the heat $250Storage space@$58 mthly*** ****** services 2 days moving, $200Cleaning, $300Watching the house for fear of further vandalism@$50Mileage on my car including back and forth 3000 mlg.?Lights left burning $100Shed door broken$1000Missing tools from shed$600My belongings toss to the floor, pain of sleeping in my carStress, and anguish cigarette ash and buts on the toilet and the floor And invading of privacy, additional stress on my husbands heart for Losi

Business Response: We are in receipt of the complaint #9****** filed by ** *******.  The matter of the reported property destruction occurring on or about July 22, 2013 will be thoroughly researched and formally responded to.  Thank you.

Business Response: With regards to the ******* property, in accordance with instructions from our client, Safeguard was first sent to the property to perform inspections, to determine vacancy or occupancy, in November 2009. Prior to April 12, 2013, there were 36 exterior inspections performed at the property, and the results of each of those inspections reported the property as occupied. In this case, the last direct contact by an inspector with the borrower was in November 2012.
 
On April 12, 2013, an inspector reported to the property to perform an inspection to verify vacancy or occupancy. The property was reported as vacant due to the height of the grass and the apparent lack of yard maintenance. No contact with the mortgagor was made. The inspector left a large notice on the door that read as follows: “We found this property to be vacant/abandoned. This information will be reported to the mortgage holder. The mortgage holder has the right and duty to protect this property. The property may be rekeyed and/or winterized within 3 days. If this property is NOT VACANT, please contact Safeguard Properties at 877-********.” The borrower did not contact Safeguard.
 
As a result of the FTV, on April 17, 2013, a work order was issued to perform an initial secure lock change and grass cut; however, the contractor who reported to the property to perform the initial secure reported the property as occupied, in part due to the fact that he could view furnishings inside the property (through the window) and in part due to a discussion he had with a neighbor who stated that the homeowners have two homes, and sometimes visit the property. As such, the contractor performed no work at the property. Again, the notice was affixed to the door asking the borrower to contact Safeguard if the property was not vacant. The borrower did not contact Safeguard.
After a property is determined to be occupied, monthly inspections will continue to verify occupancy, or note a change in the status of the property to vacant. On May 9, 2013, an inspection was performed at the property, and the contractor reported the property as vacant, again due to the height of the grass, the apparent lack of yard maintenance and the opinion that no activity had occurred at the property since it was last reported vacant on April 12.
 
On May 14, 2013, the contractor reported to the property to perform an initial secure and grass cut. Again, due to a conversation with a neighbor, the contractor determined that the property was occupied, as the neighbor stated that property owner maintained and frequented the property, so no work was performed.
 
A follow up inspection was performed on June 7, 2013, and the contractor reported the property as vacant, based on the height of the grass and no apparent yard maintenance being performed. As a result, on June 14 and June 29, 2013, grass cuts were performed.
 
On July 7, 2013, based on the property again being reported as vacant, a contractor reported to the property to perform an initial secure lock change, and the contractor confirmed a determination that the property was vacant. The contractor supported his vacancy determination by reporting that the gas, electricity and water were all turned off. As such, the lock change was performed. The contractor also provided a bid to patch portions of the roof to prevent future damage. For this particular situation, the contractor could not perform such type of work without approval, so a bid was proposed.
 
On July 13, 2013, another routine grass cut was performed.
 
On July 22, 2013, as a result of approval of the bid to repair the roof, a contractor reported to the property to perform the repair. The contractor confirmed that the property was still vacant and secure, and he reported that the water was turned off at the curb. To repair the roof, five roof vents were tar-patched to prevent water from leaking into the property. The contractor also reported mold, approximately 40 square feet, was present on the walls and ceiling in the kitchen and recommended a mold assessment by a mold remediation specialist and to clean the mold on the walls and ceiling. Photos taken on this date by the contractor support the presence of significant mold. Photos evidencing the mold can be supplied upon request.
 
On July 30, 2013, another routine grass cut was performed.
 
On August 1, 2013, Ms. ******* called Safeguard to request access to the property, and stated she was going to file a police report and legal claim. She called again that day stating that she gained access to the property by taking off the lock. She alleged that there were broken glass and broken cabinets in her kitchen. When asked when she last was at the property, she stated May 30, 2013. When asked if she was occupying the property, she stated she was not. Her claim was forwarded to Safeguard’s Legal Department for processing.
 
On August 6, 2013, Ms. ******* again contacted Safeguard to file a complaint about her property being entered, stating she believed items were misplaced and her bathroom was used. On August 7, 2013, Safeguard’s Legal Department reached out to Ms. *******. At that time, she alleged that the contractor left her heat on in the property and “melted the blinds and cupboards.” She stated that there was mold in the property. Safeguard advised Ms. ******* that it would investigate her claim and requested that she provide photos and an estimate to repair or replace the damaged items. The photographs later submitted electronically by Ms. ******* were merged together into a combine string of photos, some cut off in the middle, and do not clearly show any portion of the kitchen, although those photos do appear to show some damage to the cabinets. Safeguard requested that she resubmit the photos, and Ms. ******* said she would submit photos via mail, and an address was provided, but Safeguard has not received the photos to date.
 
On August 23, she sent to Safeguard via mail a list of items alleged to have been broken by Safeguard, totaling $105,300. The list included $60,000 for crystal and antiques, $10,000 for cabinets and countertops, and $20,000 for kitchen walls and ceiling. On September 5, Safeguard advised Ms. ******* that the results of its investigation showed that mold was already present in the property, likely caused by a leak in the roof. Ms. ******* stated that she had two inspections done last year on the roof, and Safeguard requested a copy of those reports, but those reports have not been received.
 
Although Safeguard did not find any error by Safeguard or the contractor that would contribute to her loss, due to the high amount of the loss claim, Safeguard tendered the alleged loss to the vendor’s insurance company, who also denied the claim, due to the lack of a finding of any error or fault by the contractor.
Also on August 1, 2013, Ms. ******* had the police come to her property to file a police report. In that report, it is stated that Ms. ******* acknowledged being out of the property since May due to an illness in her family. While at the property; the police contacted Safeguard and inquired about the damage in the kitchen, referring to the damaged cabinets, some broken glass items and some damage to the countertops. While on the phone with the officer, the Safeguard representative reviewed the photos taken by Safeguard’s contractor on July 22, the last time a Safeguard contractor reported to the property, and noted that the photos do not show damaged cabinets and countertops and broken glass items. Those photos do, in fact, show the cabinets completely intact and show significant mold damage on the kitchen walls between the cabinets and countertops, mold on the ceiling, and mold on the cabinets. The police noted that no further action was taken and that the report was being documented at the request of Ms. ******* for purposes of legal action against Safeguard.
 
On September 15, 2013 Ms. ******* also filed a complaint with the Ohio Attorney General’s Office, who in turn requested a response from Safeguard for her complaint. Safeguard responded to the Attorney General’s inquiry, and the Ohio Attorney General indicated that it has closed its file on the claim and is requesting no further information from Safeguard at this time.
 
The foregoing summary is supportive of the determination that the property was vacant for a significant period of time and that, during that period of vacancy, significant mold damage accumulated in the kitchen walls, ceiling and cabinets. As there is evidence of mold before Safeguard first entered the property, such evidence calls into question whether Ms. ******* was indeed frequenting and maintaining the property, as suggested by the neighbor. Mold is a significant hazard and, if left untreated, substantially impairs the property. It is exactly for this reason that, when a property is in default and suspected of being vacant, Safeguard will enter the property and identify such hazards. At this point Ms. *******’s claim for damages to her cabinets, countertops, walls and ceiling, and mold at the property, cannot be linked to any actions of Safeguard or its contractors, but rather appear to be the result of water or moisture accumulating in the property over a period of time during which the property was vacant and unattended.
 
In consideration of the above, Safeguard respectfully disagrees with the borrower that Safeguard or its contactor and inspector acted improperly.

Consumer Response:

I do have evidence showing that  that a thorough inspection of the property showing that there was no evidence of leaking  to the roof.

 

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,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Chase hired Safeguard Properties to do property preservation on my home when my ex-husband abondoned the home in the fall of 2010. I have applied for a loan modification and have moved back into the home. However, the contractor for safeguard is submitting false records that he is in the home checking the status. This is not possible since I live there and they do not have a key to the house. They use a sign in sheet that the contractor is to sign in when they are in the premises, take a photo of the sheet and submit to Safeguard for payment. I removed the sheet from the wall when I moved in and put it in my safe. Safeguard reports they have a photo submitted on this log in sheet for March 3rd. The last signature was on 2-13-11. They are billing for services not rendered. They reported the home was in good condition from 9-2010 thru 2-2011. They did not report the missing copper pipes, wiring or the living room ceiling falling in due to a leak. The property was not winterized as they reported either. I understand they are not a member of the BBB, but apparently I am not the only person who is experiencing the same issues. Sincerely, ******** ** ***** *** ***** ***** ************** ** ***** ************

Desired Settlement: I would like for the money they have charged for their services to be reimbursed to my loan account. I think they need to be investigated for their practices and be made to perform services they are charging for.

Business Response:

In March 2010, Safeguard was requested to complete monthly vacancy checks. The property was inspected as requested and found occupied from March until June 2010. The first time vacancy was reported on July 15th, 2013. The property was secured and winterized at the request of the mortgage holder on September 10th, 2010. Following the initial secure, monthly interior field inspections were completed from September 2010 through March 2011. The interior photos from the March 3rd, 2013 interior inspection show the ceiling intact and no apparent evidence of any missing copper or wiring. Photos to support were submitted and remain in our records.
 
The property was inspected on April 12th, 2011 and found occupied. The mortgage holder requested the monthly inspections to continue. From April 2011 to July 2012 monthly inspections or vacancy checks were completed as requested. The inspections were exterior only and billed as such to the mortgage holder. An exterior inspection does not require a sign in sheet as they do not enter the property. Photos were obtained to support the property reported occupied, and results reported to the mortgage holder as requested. Safeguard was hired on an order-by-order basis and directly bills the mortgage holder. Safeguard does not have access to financial information nor the ability to add or remove fees associated with the services. These fees are agreed upon in the security instrument and removal of such would need to be granted by the parties involved.
 
 
 
***** *******
Paralegal - Claims Resolution Specialist
Safeguard Properties
800.852.8306 x ****
7887 Safeguard Circle (HUB PKWY)
Valley View, OH 44125
Seat Location: Legal
*********************** **************
www.safeguardproperties.com
Customer Service = Resolution®
Safeguarding our clients' interests.

Consumer Response: I do not want this considered closed.  They reported the went inside the home and took picture of the sign off sheet. They did not enter the home.  They apparently had people contracted who failed to follow thru but charged for services.  I need a couple of days to go thru my documents.  I will forward to you.  

Sincerely,
******* ** ***** 

BBB's Final Determination: Business failed to follow through with a partial (less than 100%) settlement offer in a timely manner.

11/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: For the past year I was working with **** ** ******* to settle my home mortgage. I was in the final stages of a deed in lieu agreement. In the Fall of 2012 I made the necessary winterizing steps to protect my home. In Jan. 2013 the **** ** ******* hired Safeguard Properties to inspect/winterize the property (unknown to me) and left a note stating home was in "GOOD" condition. Apparently the contractor who did the winterizing TURNED OFF ALL POWER, including the sump pump. In February, 2013 someone returned to the property and told a neighbor (NOT ME) that there was 2 inches of water in the basement, but did nothing to correct the sump pump and noted that the condition of the house was "FAIR" Two weeks ago I went to the property with a real estate agent with a short sale prospect and was shocked at the condition of the house. Two months of moisture has left mold, warping, and destroyed the molding/carpet/drywall in the finished basement. Calls to Safeguard and **** ** ******* have provided to action, other than to say it's been turned over the the insurance company.

Desired Settlement: Replace all water damaged property, including if needed the furnace, water heater, carpet, molding, drywall, and moisture damage upstairs.

Business Response:

Complaint Invoices: 

Customer Services Issues 

 

Customer’s Statement of the Problem: 

“For the past year I was working with **** ** ******* to settle my home mortgage.  I was in the final stages of a deed in lieu agreement.  In the Fall of 2012 I made the necessary winterizing steps to protect my home.  In Jan. 2013 the **** ** ******* hired Safeguard Properties to inspect/winterize the property (unknown to me) and left a note stating home was in “GOOD” condition.  Apparently the contractor who did the winterizing TURNED OFF ALL POWER, including the sump pump.  In February, 2013 someone returned to the property and told a neighbor (NOT ME) that there was 2 inches of water in the basement, but did nothing to correct the sump pump and noted that the condition of the house was “FAIR” Two weeks ago I went to the property with a real estate agent with a short sale prospect and was shocked at the condition of the house.  Two months of moisture has left mold, warping, and destroyed the molding/carpet/drywall in the finished basement.  Calls to Safeguard and **** ** ******* have provided to action, other than to say it’s been turned over the the insurance company.” 

 

Desired Settlement: 

“Replace all water damaged property, including if needed the furnace, water heater, carpet, molding, drywall, and moisture damage upstairs.” 

 

Answer: 

Safeguard Property has contacted *** ******* in regards to his concerns at the property and is actively working with him toward resolution. 

 

Thank you 

Consumer Response: Safeguard did contact me, however, they appear to want to involve the **** ** ******* and ********** ******** (company that **** ** ******* sold my mortgage to on March 25th) with a bid to remove the carpet.  The damage to my basement was caused by  the negligence on the part of the subcontractor hired by Safeguard.   The flooded basement was caused by Safeguard's subcontractor on January 2, 2013 when the power was turned off to the sump pump.   It's now April 8, 2013, and there is continued growth in mold, mildew, warping, damaged drywall and a wet carpet.  It seems to me to be the responsibility of Safeguard to immediately correct their problem rather than involving the lender(s) and  the insurance company that insured the house.   I received notice from the insurance company that water damage in the home was caused by a sump pump failure, and is not covered.  The independent adjuster also noted the presence of mold and a warped bathroom cabinet.  

Business Response:

An amicable resolution was reached between *** ******** Safeguard, and ******* *********. Safeguard received a Release and Settlement Agreement executed by **** ******* dated June 21st, 2013. All disbursement amounts were completed as outlined in the Release and Settlement Agreement.
 
 
 
***** *******
Paralegal - Claims Resolution Specialist
Safeguard Properties
800.******** * ****
7887 Safeguard Circle (HUB PKWY)
Valley View, OH 44125
**** ********* *****
*********************** **************
www.safeguardproperties.com
Customer Service = Resolution®
Safeguarding our clients' interests.
 

BBB's Final Determination: Business failed to follow through with a partial (less than 100%) settlement offer in a timely manner.

11/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Safeguard calls me at a minimum twice a week on my mobile phone. They typically ask me to provide real estate services in *****. I have repeatedly ask them to remove me from their call list. I have never been in the real estate service business or the real estate business. I have called to speak with people at Safeguard and no one will talk to me. I own several businesses myself and this is ridiculous - I have been professional and polite to the individuals at Safeguard.

Desired Settlement: I would like Safeguard to remove my phone number from their system and never call me again.

Business Response:

Claim ID ******* - Communication has been sent to the claimant, via email, acknowledging receipt of event along with requesting clarification of incident.  Further actions will be made upon response from the claimant.


Internal line of business/Vendor Mangement has been asked to advise of their recruiting/solicitation process from late 2011/early 2012.  Pending response from claimant.



BBB's Final Determination: Business failed to follow through with a partial (less than 100%) settlement offer in a timely manner.

11/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We are currently in the process of a short sale on our home in NH. The home is scheduled for a Veterans Administration home inspection on Wednesday, October 3, 2012. The company erroneously went in and winterized our home last week. In *** ********* you are not allowed to legally winterize a home before October, not to mention the fact that we own the home and did not authorize them to perform this service. The broke the door jam on the entrance into our attached garage and then proceeded to re-key the door. Again, I reiterate that we own the property and it is under contract with a veterans administration buyer. We contacted the company the day it was discovered and we left a message. We have never received a call from them. We called them again this morning, October 1, 2012 to once again let them know they have broken the law and request that they un-winterize the property. They are refusing to return the home to the state it was before they illegally broke into the property. We have also contacted the police on this, but because it is a short sale property they refused to take the police report. Again, we still own this property and it is under contract through ********** ****** Real Estate in *** ********* as our agent and has a buyer who is awaiting the home inspection.

Desired Settlement: My husband has had to take the day off from work, drive from ***** to *** ********* and hire a plumber to rectify this situation. We would like to be reimbursed for gas and toll expenses as well as the cost of the plumber. We gave them ample opportunity to fix their error.

Business Response:

Please be advised that Safeguard Properties is in receipt of the allegations and the claim is currently under investigation.  We contact all parties involved to try to come to an amicable resolution.  We will notify you of the outcome.

Thank you,

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

Legal Claims Paralegal

Safeguard Properties

Business Response:

Claim ID ******* - An email was sent to claimant inquiring if the matter had been resolved and if it has not, further information may be requested to bring resolution. Pending response from claimant.


BBB's Final Determination: Business failed to follow through with a partial (less than 100%) settlement offer in a timely manner.

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. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Property next to me is in forclosure. Safeguard Properties Inc subcontracted the lawn service for said property. On the week of 8/11, the lawn care vender entered my property and mowed over 31 Blue Spruce trees (12-18" tall). Subsequent communication/notification suggested that they would have the lawn care provider contact me for resolution. Photos were provided. They have since forewarded this info to "their legal dept"... A month later, no contact or resolution. I just want to have them replace/replant what they had destroyed. I have since filed a complaint with my local Sheriff.

Desired Settlement: replace & replant my trees...

Business Response:

Claim ID ******* - Communication has been re-established with claimant whom has sent in necessary information to effectively research and resolve this reported incident.  A File Handler has been assigned who will work directly with claimant to bring resolution.  It has been discovered that Safeguard Properties first reached out to the claimant on August 23, 2012.  Anticipated timeframe to resolve is 10 business days.


BBB's Final Determination: Business failed to follow through with a partial (less than 100%) settlement offer in a timely manner.

11/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In August, 2011, Safeguard was hired to clean the property next to ours. They got on our property and cleaned out our storage shed. We contacted them in September and was told the employees admitted they did clean it out, thinking it was part of the property they were hired to clean. Months ago we sent a itemized list and a witness account signed that he had seen these items in shed. We have called repeatedly and gotten the run around. They owe us $3,395.00.**** ***** ***************** ***** ******************* ** ******* ******** ******* ************** *** *****

Desired Settlement: Immediate refund of $3395.00 for the replacement cost of the items taken by this company.

Business Response:

Claim ID ******* - Communication has been sent to the claimant, via email, acknowledging receipt of event along with requesting further supporting documentation if, to date, the issue has not been resolved.


Business Response:

On July 26, 2011 an order was placed to perform cleaning services at the above mentioned property. Interior and exterior debris was removed and the property was placed in marketable condition as requested by the client on July 28, 2011. The shed is visible from the property listed above and within a fence line. All other neighboring properties were located over a quarter mile from the shed and the surrounding area is heavily wooded.

 

This incident was reported to Safeguard Properties by the claimant on September 19, 2011. Upon further review of the allegations, Safeguard made a good will offer and acceptance by *** ******** to resolve her concerns in January 2012.  The offer made is a good will offer and in no way constitutes Safeguards liability in this matter. A Settlement and Release Agreement was executed by *** ******** to resolve this matter.

 

BBB's Final Determination: Business failed to follow through with a partial (less than 100%) settlement offer in a timely manner.

11/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In January 2013, I decided to have my realtor show me a foreclosed property near my home, to possibly purchase it. I noticed that other parties were looking at it as well. During the showing, I could see notes in the property that it was winterized. I checked out the website of the property winterizing it and they stated that they blow air through the lines to blow out the water, when winterizing. I offered more than the asking price, relying on their website guarantee that they blew the water out of the water lines. Hearing from multiple sources that the bank offering the property, does not like offers with contingencies, I put in an offer with no inspection contingency, to increase the chances that my offer would be accepted. My final offer was accepted. After closing on the property, I hired a company to check out the furnace, before I turned it on and they noticed that the water pump was split wide open and the pressure tank and water heater would probably have issues too from being frozen. I had them replace those items. After replacing them, they turned on the water and it was leaking from multiple areas in several different walls. As soon as one spot was found, more leaks were seen, soaking areas of the drywall and carpet so I had to have all new water lines put in. Two different plumbers told me that there was no way that air was blown through the lines. This resulted in multiple repair bills that I needed to pay, to replace the split open water pump which was newer, the water pressure tank, the water heater, and to replace all the water lines in the property due to multiple leaking lines. In addition I had to replace soaked carpeting, hire a company to replace all the wet drywall, mud it, sand it and repaint, including rooms I had not intended to repaint and having all the damaged items repaired or replaced. This increased my cost, as well as my labor and time for the property immensely. I have enclosed a copy of their website winterization claim that they blow air thru the water lines.

Desired Settlement: I believe that I should get a refund of all the costs of replacing items that should not have needed replacement or repair, if they had blown all the water out of the lines, to winterize the property, as they stated on their website, was part of their winterization of property. I also had to postpone a family reunion that I had planned because it took so long to take care of the items that needed replacing/repairing,because air was not blown through the water pipes. My loss totals almost $9,000.

Business Response:

Complaint Involves: 

Service Issues 

 

Customer’s Statement of the Problem: 

In January 2013, I decided to have my realtor show me a foreclosed property near my home, to possibly purchase it.  I noticed that other parties were looking at it as well.  During the showing, I could see notes in the property that it was winterized.  I checked out the website of the property winterizing it and they stated that they blow air through the lines to blow out the water, when winterizing.  I offered more than the asking price, relying on their website guarantee that they blew the water out of the water lines.  Hearing from multiple sources that the bank offering the property, does not like offers with contingencies; I put in an offer with no inspection contingency, to increase the chances that my offer would be accepted.  My final offer was accepted.  After closing on the property, I hired a company to check out the furnace, before I turned it on and they noticed that the water pump was split wide open and the pressure tank and water heater would probably have issues too from being frozen.  I had them replace those items.  After replacing them, they turned on the water and it was leaking from multiple areas in several different walls.  As soon as one spot was found, more leaks were seen, soaking areas of the drywall and carpet so I had to have all new water lines put in.  Two different plumbers told me that there was no way that air was blown through the lines.  This resulted in multiple repair bills that I needed to pay, to replace the split open water pump which was newer, the water pressure tank, the water heater, and to replace all the water lines in the property due to multiple leaking lines.  In addition I had to replace soaked carpeting, hire a company to replace all the wet drywall, mud it, sand it and repaint, including rooms I had not intended to repaint and having all the damaged items repaired or replaced.  This increased my cost, as well as my labor and time for the property immensely.  I have enclosed a copy of their website winterization claim that they blow air thru the water lines. 

 

Desired Settlement: 

I believe that I should get a refund of all the costs of replacing items that should not have needed replacement or repair, if they had blown all the water out of the lines, to winterize the property, as they stated on their website, was part of their winterization of property.  I also had to postpone a family reunion that I had planned because it took so long to take care of the items that needed replacing/repairing, because air was not blown through the water pipes.  My loss totals almost $9,000.00. 

 

Safeguard Properties Response: 

Our legal department contacted ******** ********** and a legal claim was opened on July 1, 2013 to investigate her concerns for resolution. 

 

Thank you. 

Consumer Response:

Please note that after multiple attempts, I could not get the links you requested to copy and paste here or attach so I am emailing them to you.

Item ending in 002 which was the first page of the original invoice, will be emailed but not the rest of that invoice, because it needed to be corrected before I paid it.  They had mistakenly charged me for the water heater, which I had already paid for, to be sure they had one. The item ending in 003-006 is the corrected itemized invoice that I paid. It was the corrected invoice, sent to me, after I noticed that I had accidently been charged again for the water heater on the first one and they corrected it.

According to the first invoice, dated March 18, 2013, the date that the work was finished was around March 15, 2013. The water was turned on after the new water pump, water pressure tank, etc was installed. Then all the leaks were found so I had to have all new PEX water lines run. There were multiple, multiple leaks in the lines.

Prior to having the plumber check it all out, I had the furnace checked to be sure it was in working condition and then turned it on a few days before the plumber did anything with the water pump, etc. The water was never turned on, until the well pump was replaced, etc.

I am forwarding the email that I sent to Safeguard Properties with those documents and invoices in it. If you need anything else, please let me know.

Also I just found the paper that Safeguard Properties require their workers (vendors) to sign, each time they entered the property, that I can try to scan and send if you need it. I took it off the wall inside the entry door in the house, after I closed on the property.

Besides the address of my property at the top, they have an area where the worker (AKA vendor) is REQUIRED to put DATE OF VISIT, SERVICE PROVIDED (including specific reason, such as Initial visit, Weatherization or Dewinterization, Maid Refresh, or Quality Control Visit) and also the Name and Vendor code of the worker. There were 3 lines entered. First date of visit was on 12/6/12 for initial visit, followed by a Refresh on 1/5/13 and another Refresh on 2/5/13. There was NO winterization listed on there for the reason for any of the visits, even though the form clearly states that the vendor is required to put specific reason. The name and vendor code will be furnished if needed.

If you do not get the email with the requested documents, please let me know asap. Thank you.

 

 

BBB's Final Determination: The parties could not provide sufficient information to support their positions nor were they were agreeable to make reasonable efforts toward resolving the issues of the dispute.

10/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a property at *** ***** ** ******* **** ** ***** They were hires by **** ** ******* to maintain the property, the day before I closed on the property the people they had mowing the lawn and maintaining the property, ripped open my central air conditioning and took out the cooper, I have a police report with witnesses. I called them they gave me an email of legal department, I emailed them with no response.

Desired Settlement: Replace the Central air conditioner they ruined.

Business Response: A response to the initial complaint was attempted several times on 8/29; however, remained unsuccessful.  An email was sent to ************************* (******* *****) and she was made aware of the issue.  Below was what I had originally submitted:  Our legal department contacted *** ***** and a legal claim was opened on August 28, 2013 to investigate his concerns and take appropriate actions, as necessary, for resolution.  At this time, we are pending further information from the complainant.

 
 

Business Response: We are in receipt of the rebuttal of this investigation status.  We are in receipt of the necessary information he has submitted in regards to the monies he has paid already replacing his A/C system.  Last communication was made with him, from the File Handler, on September 10 making him aware that the recovery of his monies remains under active investigation.  His claim was opened with us on August 28, 2013 and we do ask for 30 business days for remediation.  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.

They are trying to just buy some time til you close the case, they keep saying they will get back to me.

Regards,

***** *****

 

 

Business Response: Claim ID ******* has been resolved.  Claimant was emailed a Release and Settlement Agreement on September 24, 2013.  This agreement is to be reviewed, signed, and returned to Safeguard Properties in order for reimbursement, due to claimant, can be made.  To date, this agreement has not been returned to Safeguard Properties.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Home Inspector came to my home while I was at work and my wife and children were at home. Inspector parked in front of house with a woman in his car for a long time. He got out and took pictures of my house without identifying himself and got an attitude when my wife asked what he was doing. He said he worked for the bank and refuse to provide any documentation other than a generic yellow door tag with *** handwritten in the name field and **** ** *******'s phone number handritten in the phone number field. When my wife asked his name he turn away and mumbled something under his breath and then said "I have ten people under me!" and said he was gong to take pictures in the backyard too (which he did not). He was very combative and my wife felt very threatened. I was told by a representative at Safeguard Properties when I called 800-******** that he should have only been verifying occupancy of the property. Occupancy should have been obvious once my wife opened the door.

Desired Settlement: I would like Safeguard Properties to terminate this particular home inspector's employment so he can no longer use his positon with this company to harrass families.

Business Response:


**** ******
Oct 11 (4 days ago)

to me 
 
*******/***** ***
We are in receipt of BBB ID #********  An attempt has been made, via phone, to make contact with the claimant.  Based on the claimant's report of the vendor's actions, we have engaged our internal line of business reporting this questionable action to them to address while performing the inspection.  Continued efforts will be made to bring resolution to this matter.
 
UPDATE:  10/11/13:
Address:  **** ******* *** ******* ** 
Safeguard Properties first attempted to reach out to claimant in response to this incident; however, received voicemail and left a message apologizing for incident and that it would be further discussed with our Vendor Management.    Further communication was later made with claimant in which his concerns were reviewed, the process in which the inspections are conducted, and he was advised matter would be addressed.  
 
Report of incident was placed with the appropriate internal line of business as a training opportunity.  Owner of inspection company, to whom the inspection order was assigned to, was contacted by Claims Resolution Specialist.  The matter was discussed in great depth and process in which inspections are expected to be conducted, was reiterated.  Owner acknowledged direction along with stated this matter was also addressed with the field representative who originally conducted the inspection.  Claims Resolution Specialist was assured incident would not be repeated. 
 
Claims Resolution Specialist attempted to contact claimant to advise of actions taken; however, he was unavailable and a phone message was left for him.  To date, there has been no further contact from claimant.
 
 
**** * ******
Claims Resolution Manager
Safeguard Properties
Office Direct: ************
Toll Free: 800-******** ext ****
2400 Lakeside Blvd., Suite 300
Richardson, TX  75082
Seat Location **
***********************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/6/2013 Problems with Product/Service | Complaint Details Unavailable
8/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Claim #***************** - I have been trying to get the extensive damage done to my home caused by a leak found in the neighboring Safeguard Property **** ****** *** ********* ** ***** Unit #*** for over a month. The leak is obviously due to Safeguard Property failing to inspect and preserve the home as contracted out. As a result of their negligence, I have extensive mold damage that is causing my home to be unlivable. The mold was originally reported back in mid June, and each day the mold is growing worst thus risking the lives of the people living in our property. I have called on several occasions perhaps daily for updates and I keep getting the same excuses and status.

Desired Settlement: I would like to have Safeguard properties send contractors out to my property ASAP to remove the mold and repair damages resulting from the mold.

Business Response:

Complaint Involves:

Service Issues

Customer’s Statement of the Problem:

Claim #3******* – I have been trying to get the extensive damage done to my home caused by a leak found in the neighboring Safeguard Property ********** *** ********* ** ***** Unit #*** for over a month.  The leak is obviously due to Safeguard Property failing to inspect and preserve the home as contracted out.  As a result of their negligence, I have extensive mold damage that is causing my home to be unlivable.  The mold was originally reported back in mid-June, and each day the mold is growing worst thus risking the lives of the people living in our property.  I have called on several occasions perhaps daily for updates and I keep getting the same excuses and status.

Desired Settlement:

I would like to have Safeguard properties send contractors out to my property ASAP to remove the mold and repair damages resulting from the mold.

Safeguard Properties Response:

Our records indicate that the property in question was not reported to Safeguard Properties as being vacant until 7/5/2013.  The legal claim to address the complainant was opened on 7/16/13 and a settlement agreement for repairs to their unit was made on 8/7/13.

Our records indicate that a previous unknown person, at the unit in question, left the water on at the property with a broken pipe in the bathroom.  When the contractor’s arrived at the unit to perform the requested work they found a bucket under the broken pipe that the unknown person left there to catch the water.

Safeguard has been authorized by our client to complete the repairs at the foreclosed unit.

Thank you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: safeguard did not turn water off before pulling our water meter damaging our indoor outdoor rug in the basement. Changed our locks (back door and garage only) with cheap locks and threw our locks away. The locks they used to replace the existing ones do not work properly or not at all. They tore the whole door frame of the garage (have witnesses of the force used) and they tore the solar panel pool cover trying to put up the tarp. Why anyone would mess with a pool to "safeguard" a house is beyond me. They totally made our home more accessible now making very unsecure.

Desired Settlement: They door frame to garage fixed and secure, secure locks put into place and our locks refunded back to us. The solar panel to pool replaced and the indoor outdoor rug replaced.

Business Response:

Complaint Involves:

Service Issues

Customer’s Statement of the Problem:

Safeguard did not turn water off before pulling our water meter damaging our indoor outdoor rug in the basement.  Changed our locks (back door and garage only) with cheap locks and threw our locks away.  The locks they used to replace the existing ones do not work properly or not at all.  They tore the whole door frame of the garage (have witnesses of the force used) and they tore the solar panel pool cover trying to put up the tarp.  Why anyone would mess with a pool to “safeguard” a house is beyond me.  They totally made our home more accessible now making very unsecure.

Desired Settlement:

They door frame to garage fixed and secure, secure locks put into place and our locks refunded back to us.  The solar panel to pool replaced and the indoor outdoor rug replaced.

Response:

*** ****** opened a legal claim in our legal department on 6/26/13 that is currently under investigation to address her concerns in the Better Business Bureau complaint.

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.

I have been trying to resolve this since my conversation I had with April 21st.  I have been tossed from Safeguard to ******* (dealt with them for about two months), then back to Safeguard.  I just received their letter within the last week and they have requested the information that has been given to them with the complaint to begin with.   They are asking for what was damaged, when and how, info on the water , forward any doc and estimates.    All the information has already been given to them (plus I sent them pictures) and it makes me wonder if they even read my complaint.  If they did, they would not had the letter sent out because they would see they have what they needed.   I am enclosing the letter they sent me with an attachment of the complaint I sent them.  I do not want to close this with you because I feel the only reason I received a "standard letter" was to have a response to you.   I would like to keep this open so if Safeguard does not resolve this and resolve this in a timely matter, then you can proceed with whatever step would be next. 

Regards,

***** ******

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Safeguard properties inspected my home which they declared vacant although there was obvious evidence that someone was residing in that house. We are in the process of moving and had items boxed up as well as some ready to be packed. Safeguard properties gave us tow different answers stating the insurance company call them to let them know the house was vacant the other reply was the mortgage company called them. However, the minute we explained that the people contracted to inspect the home left cigarette butts throughout the house and stole several items including a shotgun, heirloom jewelry and emptied children's piggy banks. Safeguard has not cooperated with law enforcement nor mortgage company or any parties. They immediately disconnect the calls.

Desired Settlement: We would like the items returned that were stolen and for items broken in the process.

Business Response:

Complaint Involves: 

Service Issues 

 

Customer’s Statement of the Problem: 

Safeguard properties inspected my home which they declared vacant although there was obvious evidence that someone was residing in that house.  We are in the process of moving and had items boxed up as well as some ready to be packed.  Safeguard properties gave us tow different answers stating the insurance company call them to let them know the house was vacant the other reply was the mortgage company called them.  However, the minute we explained that the people contracted to inspect the home left cigarette butts throughout the house and stole several items including a shotgun, heirloom jewelry and emptied children’s piggy banks.  Safeguard has not cooperated with law enforcement nor mortgage company or any parties.  They immediately disconnect the calls. 

 

Desired Settlement: 

We would like the items returned that were stolen and for items broken in the process. 

 

Response: 

A representative from the legal department contacted *** ****** to discuss his concerns and open a legal claim to bring resolution to this matter.  

 

Thank you. 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The house attached to my home has been vacant since July 2012. Safeguard was hired by the mortgage holder to maintain the property. I have made numerous complaints dating as far back as August 2012 about a huge 15' x 21' hole in the yard where the pool used to be. It is now a dirt hole constantly filled with 2ft of water. In Nov 2012 Safeguard emailed me saying they were going to drain the hole and fill in the hole. In Jan 2013 they said they couldn't find dirt and they would tarp it. In Dec 2012 I noticed my wood basement floor warping in one spot. By Jan 2013 my entire floor had been warped. I had my own plumber come in to find the cause and he said it was water damage but was not coming from my house. I called Safeguard and they sent their own contractor to asses the damage and inspect the property next door. He found a crack in the next door property's foundation on basement wall leaking, a spot where a sump pump used to be and a small area where there is a warped platform on floor. He also took moisture level readings in my basement. He concluded that the water was indeed coming from the property next door and he was going to submit emergency work orders to fix the issues next door and then my property. that was on April 11, 2013. Since that day the only thing done was a sump pum was installed in the property next door, but no electricity was turned on to power it. I have called over and over and have gotten nowhere with this company. The damage to my basement is getting worse and now I am noticing a moldy/musty smell. I don't know what else to do. I keep calling and complaining and they do nothing. If they would have addressed these issues when I first made the complaints last year, my property would never had been damaged.I cannot even think about replacing my floor until the issues next door are fixed.

Desired Settlement: I would like the issues of property damage next door addressed and fixed. I would then like my damaged floor removed and my basement cleaned of any mold that might have grown. Then I would like my basement floor replaced. I would like this done immediately as to prevent any further damage.

Business Response:

Complaint Involves: 

Repair Issues 

 

Customer’s Statement of the Problem: 

The house attached to my home has been vacant since July 2012.  Safeguard was hired by the mortgage holder to maintain the property.  I have made numerous complaints dating as far back as August 2012 about a huge 15’ x 21’ hole in the yard where the pool used to be.  It is now a dirt hole constantly filled with 2ft of water.  In Nov 2012 Safeguard emailed me saying they were going to drain the hole and fill in the hole.  In Jan 2013 they said they couldn’t find dirt and they would tarp it.  In Dec 2012 I noticed my wood basement floor warping in one spot.  By Jan 2013 my entire floor had been warped.  I had my own plumber come in to find the cause and he said it was water damage but was not coming from my house.  I called Safeguard and they sent their own contractor to assess the damage and inspect the property next door.  He found a crack in the next door property’s foundation on basement wall leaking, a spot where a sump pump used to be and a small area where there is a warped platform on floor.  He also took moisture level readings in my basement.  He concluded that the water was indeed coming from the property next door and he was going to submit emergency work orders to fix the issues next door and then my property.  That was on April 11, 2013.  Since that day the only thing done was a sump pum was installed in the property next door, but no electricity was turned on to power it.  I have called over and over and have gotten nowhere with this company.  The damage to my basement is getting worse and now I am noticing a moldy/musty smell.  I don’t know what else to do.  I keep calling and complaining and they do nothing.  If they would have addressed these issues when I first made the complaints last year, my property would never had been damaged. I cannot even think about replacing my floor until the issues next door are fixed. 

 

Desired Settlement: 

I would like the issues of property damage next door addressed and fixed.  I would then like my damaged floor removed and my basement cleaned of any mold that might have grown.  Then I would like my basement floor replaced.  I would like this done immediately as to prevent any further damage. 

 

Answer: 

When Safeguard Properties is notified of concerns at a property we are preserving for our client, the appropriate actions are taken to address the situation such as in this case.  *** ******* advised in her statement that she started notifying Safeguard of her concerns in November 2012.  There are no records to indicate that Safeguard was contacted by *** ******* until April 6, 2013.  At which time we immediately notified our client of her concerns and placed a rush order to the contractor to report to the property.  The completion of filling in the hole was on or about, May 14, 2013. 

 

*** ******* has opened a legal claim to address her remaining concerns that is currently under investigated.

 

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. 

I appreciate the attention that Safeguard's legal department has given this matter. While they have tried to resolve all the issues and have contacted the bank on my behalf there are still repairs to the property ** ******** *** that need to be addressed before my property can be repaired. I have seen the filled in hole in the yard but have no way to confirm if the electricity has been turned on. There is also the crack under the window in the foundation in the basement of ** ******** that needs to be repaired. Water leaks in from there. The delay in this repair could cause further damage to my property and is delaying the repair of my basement. 

Regards,

******** ******* 

 

 

Business Response:

Safeguard’s Response 

The legal department has been actively working with our company’s internal business line to address **** ********* concerns.  Our client has requested for an independent contractor to report to the property and provide required bids to address the causation of the water intrusion in the basement area of the property in question.   

 

The electricity was turned on and transferred into our client’s name to address the continued functionality of the sump pump. 

 

Safeguard is not a maintenance company and cannot make any repairs without the authorization of our client.  We are continuing to actively work with our client until there is resolution to this matter. 

 

Thank you. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Safeguard Properties is a subcontractor used by *** Mortgage to manage properties which have been vacated prior to commencement of forclosure proceedings. Safeguard made entrance into my home prior to the sale date and removed contents of my home. (furniture etc). According to ***, Safeguard was not authorized to remove contents and directed me to contact Safeguard regarding the disposition of the contents of our home. We are in the process of filing a claim with Safeguard, but the burden of proof is now on me. I cannot produce receipts and photographs of lost items, and even though *** has straight up advised me that they didn't authorize Safeguard, the have photographs and inventory information that they have received from Safeguard nonetheless. In the process of filing a claim, Safeguard said in a letter received today that the removal of the property is "alleged". On the surface, while this may look like a *** problem, I'm filing a complaint against Safeguard because they have a detailed record of what was removed and the date that it was removed along with photos and they shared that information with ***. For this reason, I'm objecting to this process because it isn't "alleged", it is a fact and they are in the possession of the facts already.

Desired Settlement: I wish to be compensated by Safeguard Properties for the replacement value of these items. I want to put them on notice that I won't participate in a charade where the burden of proof is on me, when they are already in possession of said information and has shared it with ***.

Business Response:

Complaint Involves: 

Refund or Exchange Issues 

 

Customer’s Statement of the Problem: 

Safeguard Properties is a subcontractor used by *** Mortgage to manage properties which have been vacated prior to commencement of foreclosure proceedings.  Safeguard made entrance into my home prior to the sale date and removed contents of my home. (furniture etc). According to ***, Safeguard was not authorized to remove contents and directed me to contact Safeguard regarding the disposition of the contents of our home.  We are in the process of filing a claim with Safeguard, but the burden of proof is now on me.  I cannot produce receipts and photographs of lost items, and even though *** has straight up advised me that they didn’t authorize Safeguard, the have photographs and inventory information that they have received from Safeguard nonetheless.  In the process of filing a claim, Safeguard said in a letter received today that the removal of the property is “alleged”.  On the surface, while this may look like a *** problem, I’m filing a complaint against Safeguard because they have a detailed record of what was removed and the date that it was removed along with photos and they shared that information with ***.  For this reason, I’m objecting to this process because it isn’t “alleged”, it is a fact and they are in the possession of the facts already. 

 

Desired Settlement: 

I wish to be compensated by Safeguard Properties for the replacement value of these items.  I want to put them on notice that I won’t participate in a charade where the burden of proof is on me, when they are already in possession of said information and has shared it with ***. 

 

Safeguard’s Response:  

*** ******** legal claim was opened on 6/10/13 in our legal department to investigate is concerns and allegations.   

 

When a legal claim is opened, a form letter is automatically mailed to the claimant providing them with the following: 

1.       Three ways to submit information or contact the legal department 

2.       Suggestions of items to submit to help substantiate they’re allegations 

3.       The name of their file handler 

4.       Claim expiration date in the event there isn’t any information received from the claimant 

 

*** ******** file handler contacted him to discuss his concerns in the Better Business Bureau complaint and they discussed why information from him was necessary to add to the investigation. 

On 6/20/13, information was received from *** ****** to add to the investigation.

 

Thank you. 

 

  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Friday, March 8, 2013, Safeguard Properties entered my house on ** *** ** **** ** ******* ** to do a routine cleaning service that they preformed monthly while the house was listed for sale. The problem is that I purchased the home in December of 2012, so they should have stopped their service then. The house was obviously being worked on; there were tools, paints, etc everywhere. They removed all my personal belongings, which included a long list of tools, a door, power tools, etc. I contacted them and they admitted to this. I was instructed to submit a claim to their legal department, which I did so on March 24, 2013. I have heard nothing since. I even followed up with a certified letter stating that I needed to hear something from them within seven days. Those days have come and passed, so I'm filing this claim through BBB.

Desired Settlement: I sent them a long list of the items that were removed, and the total replacement cost came to over $1500.00, which does not include the delays they caused in construction time. I would have loved to have these items returned since the antique door in particular is irreplaceable, but again, I've heard nothing.

Business Response:

Complaint Involves: 

Service Issues 

 

Customer’s Statement of the Problem: 

On Friday, March 8, 2013, Safeguard Properties entered my house on ** *** ** **** ** ******* ** to do a routine cleaning service that they preformed monthly while the house was listed for sale.  The problem is that I purchased the home in December of 2012, so they should have stopped their service then.  The house was obviously being worked on; there were tools, paints, etc everywhere.  They removed all my personal belongings, which included a long list of tools, a door, power tools, etc.  I contacted them and they admitted to this.  I was instructed to submit a claim to their legal department, which I did so on March 24, 2013.  I have heard nothing since.  I even followed up with a certified letter stating that I needed to hear something from them within seven days.  Those days have come and passed, so I’m filing this claim through BBB. 

 

Desired Settlement: 

I sent them a long list of the items that were removed, and the total replacement cost came to over $1,500.00, which does not include the delays they caused in construction time.  I would have loved to have these items returned since the antique door in particular is irreplaceable, but again, I’ve heard nothing. 

 

Answer to the Complaint: 

Due to *** ********* work schedule it has been difficult for her file handler to contact her to discuss her claim in a timelier manner.  Nonetheless, her legal claim handler is actively investigating her concerns toward resolution.

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.

Nothing has been resolved.  They have had plenty of opportunities to contact me, and we have been in contact via e-mail.  This is a ridiculous and unacceptable excuse.  This has been going on since March 8th, and I've given them all the information they requested, so I'm not sure what the delay is.  I can see why they have a Better Business Bureau rating of C.
 


 

Regards,

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

 

 

Business Response:

Rejection Response: 

*** ******* has accused Safeguard Properties for work performed and items removed from a property she advised she purchased in December 2012.   

 

Safeguard Properties only performs work on a per work order basis by request and the work performed in this situation was completed in accordance with the required guidelines and parameters. 

 

The investigation into her legal claim supports there is a Junior Lien payoff and a Senior Lien payoff issue involved.   

 

We request that *** ******* continue to work with her file handler who is bringing her legal claim to resolution. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: You are mowing grass at a vacant house next door to me at **** ******** **** ** ******** **** ***** and wait till the grass is 8-10 inches tall at which point when the mowers come they blow grass all over our property they are only mowing part of the property which is devaluing our property and damaging my property, vehicles, our yard, fence and other items. This is the fourth time this has happened. I have taken videos of your hired workman ship, and I feel there is at least $1600.oo dollars owed to us for your tacky workman ship. Therefore I will be sending a bill and expect to be compensated for my time and damages cause to our property. If this is not resolved in 7-10 days and continues to happen I will take further action.

Desired Settlement: I feel there is at least $1600.oo dollars owed to us for my time and damages cause to our property your tacky workman ship. If this is not resolved in 7-10 days and continues to happen I will take further action.

Business Response:

Complaint Involves: 

Service Issues 

 

Customer’s Statement of the Problem: 

You are mowing grass at a vacant house next door to me at **** ******** **** ** ******** **** ***** and wait till the grass is 8-10 inches tall at which point when the mowers come they blow grass all over our property they are only mowing part of the property which is devaluing our property and damaging my property, vehicles, and our yard, fence and other items.  This is the fourth time this has happened.  I have taken videos of your hired workman ship, and I feel there is at least $1,600.00 dollars owed to us for your tacky workman ship.  Therefore I will be sending a bill and expect to be compensated for my time and damages cause to our property.  If this is not resolved in 7-10 days and continues to happen I will take further action. 

 

Desired Settlement: 

I feel there is at least $1600.00 owed to us for my time and damages cause to our property your tacky workman ship.  If this is not resolved in 7-10 days and continues to happen I will take further action. 

 

Answer: 

Based on *** ********** concerns I have notified our internal business line to address the allegations of “tacky workmanship” while performing the grass cuts.   

 

The first grass cut was on April 17, 2013, at which time, the grass cut vendor removed 3 large black bags of leaves/ yard waste to keep the leaves from blowing into the neighbor’s yards.   The grass cut vendor(s), per their guidelines, used blowers to remove grass clippings from the sidewalks and driveway after mowing the grass.   

 

The only other grass cut performed to date was on May 3, 2013 and the photo documentation provided does not support the *** ********** allegations of “tacky workmanship” or damages sustained. 

 

There is no evidence to support any damages were caused by the 2 grass cuts performed at the foreclosed property. 

 

Thank you. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/30/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: company moved my personal property according to ****** law enforcement,they needed to carry insurance to cover event of loss or stolen,also a proto-call system as too how this type of situation is handled,that they did not follow,and now are refusing any responcability,or submitting any insurance claim to cover my missing idems. they have stalled and waisted my time in handling this claim,for over a year now.i want my stuff in witch they have, or an insurance claim to be filed and handled **** *****

Desired Settlement: insurance claim and payment(as they should have been required to have and manner in witch state has informed me is the way this is to be.}

Business Response:

Complaint Involves: 

Guarantee or Warranty Issues 

 

Customer’s Statement of the Problem: 

Company moved my personal property according to ****** law enforcement, they needed to carry insurance to cover event of loss or stolen, also a proto-call system as too how this type of situation is handled,that they did not follow,and now are refusing any responcability,or submitting any insurance claim to cover my missing idems. They have stalled and waisted my time in handling this claim,for over a year now.i want my stuff in witch they have, or an insurance claim to be filed and handled **** ***** 

Desired Settlement: 

Insurance claim and payment(as they should have been required to have and manner in witch state has informed me is the way this is to be.) 

 

Answer: 

It is not Safeguard’s policy to release the independent contractor’s information.   

A proper Eviction was performed by the Sheriff’s Department on September 17, 2012.  By the request of the Sheriff’s Department, all remaining items at the property were placed in a storage unit for 30 days and all work performed was in accordance with ********* laws and statutes.   

 

Thank you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Safeguard has entered my property and removed items from my home. When I called Safeguard to complain they told me they were authorized by my mortagage company. My mortgage company ***** informed me that they are not contracted with Safeguard properties and have not granted them permission. Safeguard is a scam and I will sue them if they do not return my property.

Desired Settlement: I would like all of the items that were taken from my home promptly replaced and or refunded.I will also be filing a police report against this company.

Business Response:

Complaint Involves: 

Refund Or Exchange Issues 

 

Customer’s Statement of the Problem: 

Safeguard has entered my property and removed items from my home.  When I called Safeguard to complain they told me they were authorized by my mortgage company.  My mortgage company ***** informed me that they are not contracted with Safeguard properties and have not ranted them permission.  Safeguard is a scam and I will sue them if they do not return my property. 

 

Desired Settlement: 

I would like all of the items that were taken from my home promptly replaced and or refunded.  I will also be filing a police report against this company. 

 

Answer: 

Safeguard received a request from our client to perform grass cuts only at this property.  The independent grass cut vendor performed the grass cut, on or about, May 16, 2013.   

 

Due to a phone call received from *** ****** on May 17, 2013, we are verifying with our client as to whether they want the remainder of the grass cuts completed. 

 

We suggest that *** ****** also contact his mortgage holder and advised them that he does not want any work performed.   

 

There is no evidence to support that any items were removed from this property. 

 

Thank you, 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Safeguard Properties illegally entered my home multiple times and during those entries that took a lawn mower, (3) nail guns in a bag, and X-Box with various games, and destroyed a chain link fence.

Desired Settlement: I would like the lawn mower and nail guns replaced. I am currently in communication with a lawyer about how to proceed with this legally.

Business Response:

Complaint Involves: 

Service Issues 

 

Customer’s Statement of the Problem: 

Safeguard Properties illegally entered my home multiple times and during those entries that took a lawn mower, (3) nail guns in a bag, and X-Box with various games, and destroyed a chain link fence. 

 

Desired Settlement: 

I would like the lawn mower and nail guns replaced.  I am currently in communication with a lawyer about how to proceed with this legally. 

 

Answer: 

*** ****** opened a legal claim on December 17, 2012 with the same allegations as in this complaint.  

The property was post-sale when our client requested for the contractor to perform work.  The photo documentation and information provided by the independent contractor(s) do not support *** ******** allegations of the missing items.   

The claim was denied on January 22, 2013 due to no evidence to support his allegations. 

The Eviction process was completed on May 8, 2013 with the local law enforcement. 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/24/2013 Problems with Product/Service | Complaint Details Unavailable
4/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When going to my vacation home I discovered a large sticker on a window from Safeguard Properties saying that this property had been abandoned, that it would be reported to the mortgage lender, and that they would be rekeying my home. There are a couple of problems here. 1. I don't have a mortgage, I own the home. 2. What were they even doing on my property? 3. What gives them the right to deface my home with a sticker that I could not remove?I contacted Safeguard and they claimed that they had no record of my home address and would not remove the sticker.

Desired Settlement: I want the sticker removed cleanly. I want an apology. I want an explanation for why they were trespassing on my property.

Business Response:

Complaint Involves: 

Service Issues 

 

Customer’s Statement of the Problem: 

“When going to my vacation home I discovered a large sticker on a window from Safeguard Properties saying that this property had been abandoned, that it would be reported to the mortgage lender, and that they would be rekeying my home.  There are a couple of problems here.  1. I don’t have a mortgage, I own the home.  2. What were they even doing on my property?  3. What gives them the right to deface my home with a sticker that I could not remove?I contacted Safeguard and they claimed that they had no record of my home address and would not remove the sticker.” 

 

Desired Settlement: 

“I want the sticker removed cleanly.  I want an apology.  I want an explanation for why they were trespassing on my property.” 

 

Response to the complaint: 

The legal department contacted *** **** to discuss his concerns and to assist him in the removal of the sticker from the window on his front door.  

The investigation into his allegations support that the post office located in the Town of Bushkill recently changed the addresses of the properties but they have not addressed the numbers on the homes. 

We have cleanly removed the sticker from the window on the front door with *** ****’s permission. We would like to extend an apology for the confusion and inconvenience to *** ****. 

 

Thank you. 

 

 

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.   

 

Regards,

 

 

***** ****

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: These people are thieves. They were hired to winterize my house and when I returned to my property my belongings were stolen. Trying to get answers from anyone is unlikely, I get transferred from person to person with no one willing to help. I filed a complaint via email and still haven't heard anything.

Desired Settlement: Return my property in the condition it was in or the value of my property.

Business Response:

Complaint Involves

Service Issues 

 

Customer’s Statement

“These people are thieves.  They were hired to winterize my house and when I returned to my property my belongings were stolen.  Trying to get answers from anyone is unlikely, I get transferred from person to person with no one willing to help.  I filed a complaint via email and still haven’t heard anything.” 

 

Desired Settlement

“Return my property in the condition it was in or the value of my property.” 

 

Response

Upon receiving the address in question from *** *****, we were able to determine that a legal claim was opened on April 4, 2013 in our legal department to address her concerns and bring resolution.  

I notified *** ***** who will be addressing her legal claim and their contact information. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Their employees first dumped garbage in my garage when winterizing then came back and took over ***** worth of my belongings. And the company themselves don't care that any of this was done they act like it is a normal practice of their employees.

Desired Settlement: I don't want my probably damaged goods back, I want the money back to buy new, at least ***** and a personal apology from the company and employees.

Business Response:

Complaint Involves: 

Service Issues 

 

Customer’s Statement of the Problem: 

“Their employees first dumped garbage in my garage when winterizing then came back and took over****** worth of my belongings.  And the company themselves don’t care that any of this was done they act like it is a normal practice of their employees.”  

 

Desired Settlement: 

“I don’t want my probably damaged goods back, I want the money back to buy new, at least ****** and a personal apology from the company and employees.” 

 

Answer: 

*** ******** opened a legal claim on ***** *** **** with Safeguard to address his allegations of missing items.  He has been contacted by the legal claims specialist who is actively working his claim toward resolution.

 

Thank you

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Came home to find my residence had been entered. Lock had been broken by what appeared to be a hammer and lock box put on instead. House was entered without my consent (I am the homeowner and resident and as of date of occurence, and present date, am the deed and title owner listed). Notice put on door that residence was abandoned yet house has furnishings and electricity was on (heaters were even on in house). They said they winterized the residence and put a lock on the entrance to my crawl space as well. Safeguard needs to make sure that when they receive an order for a property that they a) get the paperwork verifying who owns the residence and b) that the owner is indeed approving the service. This is Breaking and Entering and police have been notified. Additionally, my contractor is doing post Hurricane Sandy repairs on property and certain rooms have been cleared to make way for that repair work. More damage will be done if these people Break and Enter again and disrupt the construction work. I am requesting that you scratch this address off your list as it is an illegal procedure, or you and all involved with this action will be charged. I also have the right to invoke a TRO for the property. Camera has been placed on property and possessions documented for possible future prosecution. Hope you and your "contractors" are insured.

Desired Settlement: Replace lock that was hammered off door

Business Response:

Customer’s Statement of the Problem: 

“Came home to find my residence had been entered.  Lock had been broken by what appeared to be a hammer and lock box put on instead.  House was entered without my consent (I am the homeowner and resident and as of date of occurrence, and present date, am the deed and title owner listed).  Notice put on door that residence was abandoned yet house has furnishings and electricity was on (heaters were even on in house).  They said they winterized the residence and put a lock on the entrance to my crawl space as well.  Safeguard needs to make sure that when they receive an order for a property that they a) get the paperwork verifying who owns the residence and b) that the owner is indeed approving the service.  This is Breaking and Entering and police have been notified.  Additionally, my contractor is doing post hurricane Sandy repairs on property and certain rooms have been cleared to make way for that repair work.  More damage will be done if these people Break and Enter again and disrupt the construction work.  I am requesting that you scratch this address off your list as it is an illegal procedure, or you and all involved with this action will be charged.  I also have the right to invoke a TRO for the property.  Camera has been placed on property and possessions documented for possible future prosecution.  Hope you and your “contractors” are insured. 

 

Desired Settlement:  

Replace lock that was hammered off door 

 

Response: 

We have been unsuccessful in contacting ***** ******* at the phone number or email address she provided  to discuss or resolve her concerns in the above captioned statement nor  has she  contacted Safeguard’s customer service department at any time for resolution.   We will continue to try and contact her for resolution. 

 

Thank you, 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I own a property in ************ that is adjacent to a vacant (hous)property managed by Safeguard properties. In performing cleanup on the vacant property, the employee(s) of safeguard entered onto my property without my permission, drove through my yard, leaving 6 inch deep ruts from tire tracks. After contacting Safeguard, I was given false information (inaccurate claim number), an invalid email address to send my statement and photos. After several days when I re-contacted Safeguard, I was told to re-email to another email address, fax my photos and given the phone number of someone to contact personally who would be handling my claim. I was also told NOT to obtain an estimate and I would be contacted by someone from safeguard. I was never contacted by safeguard, even after calling and leaving messages. When I did connect with someone today, they said they had never received my fax, but did receive my statement and photos by email and said I did need to obtain an estimate.Since this company is unfamiliar to me and operate from a different state, I do not feel that I have had quality interactions and I am concerned that the damage will not be compensated... thank you for your consideration.

Desired Settlement: would like reliable and prompt response to my claim and satisfactorily compensate for the damage done.

Business Response: Customer’s Statement of the Problem:“I own a property in ************ that is adjacent to a vacant (hous)property managed by Safeguard properties.  In performing cleanup on the vacant property, the employee(s) of safeguard entered onto my property without my permission, drove through my yard, leaving 6 inch deep ruts from tire tracks.  After contacting Safeguard, I was given false information (inaccurate claim number), an invalid email address to send my statement and photos.  After several days when I re-contacted Safeguard, I was told to re-email to another email address, fax my photos and given the phone number of someone to contact personally who would be handling my claim.  I was also told NOT to obtain an estimate and I would be contacted by someone from safeguard.  I was never contacted by safeguard, even after calling and leaving messages.  When I did connect with someone today, they said they had never received my fax, but did receive my statement and photos by email and said I did need to obtain an estimate.Since this company is unfamiliar to me and operate from a different state, I do not feel that I have had quality interactions and I am concerned that the damage will not be compensated…thank you for your consideration.” Desired Settlement: “Would like reliable and prompt response to my claim and satisfactorily compensate for the damage done.” Response: ******* *****contacted Safeguard on March 4, 2013 to open a legal claim in regards to alleged damages on her lawn during the removal of a fallen tree.  The information she submitted on March 7, 2013 was confirmed as being received on March 8, 2013.Her legal claim is under investigation and review and will be resolved in a timely manner. Thank you. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Safeguard cleaned out a foreclosed condo which is next to the one my wife and I own. In the process the cleaners badly stained the carpet in front of our condo, left debris on the ground and badly stained the concrete walkway in front of the stairs leading to our condo. It seems as though something must have rotted in the foreclosed condo as there is now a smell of death that has permeated the entire common area which I believe is being caused by the liquid that has stained the carpets in front of the condos. This smell did not exist prior to Safeguard coming to clean out the condo. When I called an asked to have the area cleaned I was told that they would need to see the pictures from the contractor to understand if this was caused by them or was pre-existing. Do the the smell it has become unbearable to be outside my front door. I would like to have this mess cleaned ASAP. It is my guess that what ever was spilled on the carpet is a hazard to my families health.

Desired Settlement: Clean the carpets and concrete and fix the smell that was caused by cleaning the condo.

Consumer Response: From: **** **** ***************************]
> Sent: Thursday, February 21, 2013 2:22 PM
> To: ******** ****
> Cc: info@cleveland.bbb.org
> Subject: Re: Better Business Bureau Complaint
>
>
>
> Hello,
>
> The address in question is **** *********** ** *** ******* ** *****.
>
>
>
> The association has since cleaned the carpets and concrete, but we
> were forced to endure the stench and mess for over a week, and since
> the association cleaned the area, in the end I will be forced to pay
> for your companies mess since I fund the association.
>
>
>
* **** ****
>
> Sent from my iPad

Business Response: Customer’s Statement of the Problem: “Safeguard cleaned out a foreclosed condo which is next to the one my wife and I own.  In the process the cleaners badly stained the carpet in front of our condo, left debris on the ground and badly stained the concrete walkway in front of the stairs leading to our condo.  It seems as though something must have rotted in the foreclosed condo as there is now a smell of death that has permeated the entire common area which I believe is being caused by the liquid that has stained the carpets in front of the condos.  This smell did not exist prior to safeguard coming to clean out the condo.  When I called an asked to have the area cleaned I was told that they would need to see the pictures from the contractor to understand if this was caused by them or was pre-existing.  Do the the smell it has become unbearable to be outside my front door.  I would like to have this mess cleaned ASAP.  It is my guess that what ever was spilled on the carpet is a hazard to my families health.” Desired Settlement:  “Clean the carpets and concrete and fix the smell that was caused by cleaning the condo.” Response: Safeguard is not in receipt of required information to be able to assist *** ****** concerns at this time.  A request has been sent to the email address and the phone number provided in the complaint to obtain the necessary information for resolution. Thank you

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/26/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Since summer I've been trying to settle a case with Safeguard Properties. My mortgage company hired this company to maintain my vacant property and they subcontracted another company to do some yard work. To make a long story short, these two men broke (that THEY hired) into my home and stole personal property from the inside and outside. Safeguard has handled my case like the robbers are the victims! Two neighbors saw this take place, I've filed a police report, I've talked to their Paralegal (who's no longer there) and I even did leg work that they failed to do. I finally spoke to a supervisor (*****) after me constantly following up and calling and her customer service was horrible. After all these months of trying to get these thieves behind bars, ***** offered up $400 to make the case go away. I declined and told her its not just about the money at this point but making sure these guys are held accountable. I've taken time off, made calls, did what she asked and when i called to follow up today she said my case remains closed. She didn't talk to me, she decided to give me that message through ANOTHER rep! At this point I'm going to contact my lawyer and file a small claim. When ***** basically told me that they have tons of cases and they don't have time to call and let me know what's going on I knew that they would not try to do what's right. When I called today to get the address of who to send the complaint to, another lady, *** **** basically told me to go online and find it. Rudely she said, "I'm not going to help you, you can find it yourself!!!"I have done everything in my power to resolve this. Their poor investigation was to their benefit and they could care less because they hire anybody for a quick buck. I provided my neighbor's number, a police report, realtors info, etc....NOTHING! This company needs to be held accountable.

Desired Settlement: I want a letter of apology and a agreed settlement of the property that was stolen. I'd like an assigned person to review my case and come here and speak with the witnesses. If they can hire people to come steal my property they can send someone to speak to my neighbors and get the info they need. If they did this when it happened it would've been easier. Now I'm bugging my neighbors for info over and over again because they are not doing their job.

Business Response:

Please find the attached letter sent to *** ****** by Safeguard which substantiates the denial of her claim.  After receiving her denial letter, *** ****** contacted Safeguard regarding the denial. 

 

Safeguard’s General Counsel (“GC”) spoke to *** ******.  Upon *** ******’s request that Safeguard’s GC further investigate the claim herself, the GC contacted two individuals as suggested by *** ******, those being *** ******’s realtor and *** ******’s neighbor (*** *******), to determine if new or additional information was available in support of *** ******’s claim. 

 

The GC spoke with the realtor who admitted she was not at the property at the time of the incident but that she heard of the incident from *** *******.  As *** *******’s verbal statements originally provided to Safeguard are in conflict with the written statement of the subcontractor accused of theft, the GC spoke with *** ******* personally to obtain additional information.  *** ******* told the GC that another neighbor (name unknown) saw more than he did.  The GC requested that he complete a written statement form explaining what he saw in as much detail as possible, to see if additional, credible information is available, and *** ******* gave the GC his email address. 

 

The GC emailed the requested form, and *** ******* has never responded.  *** ****** also informed the GC that she requested her “other neighbor” to call about the issue, but Safeguard has not received any information for the “other neighbor” either. 

The GC also spoke to the subcontractor that *** ****** accused of stealing her items, and he denied the allegation and completed a written statement in support of his position. 

 

Please see the additional steps the subcontractor took at the police department on the day in question in defense of the allegations against him in the attached denial letter. 

 

Regarding *** ******’s other assertions, *** ****** rejected a settlement in favor of the GC taking further steps to determine if new or additional, credible information was available.  As no additional information was obtained by the GC, after efforts were made to obtain additional information, and personal conversations with the realtor, *** ******* and the subcontractor further confirmed that the original denial was correct, during a subsequent conversation with *** ******, the GC advised that no information substantiating her claim is available and that Safeguard is closing the claim, and that the denial stands. 

 

At that point *** ****** threatened a lawsuit against Safeguard.  As a lawsuit was threatened, Safeguard was not in a position to provide further information to *** ****** to assist in her claim against Safeguard.  *** **** did advise that process service information was publicly available.

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.

I find it baffling that their stating that I "threatened them" with a lawsuit so they can no longer provide any more information to further assist me. They had already told me that they weren't going to assist me because as it stands my case will remain closed. I told **** **** in my final conversation with them that I would pursue this matter legally AFTER they pretty much told me to get lost.  What else was I suppose to do? As I said, I've done everything they've asked of me. I have contacted the witnesses, I had consistently kept in contact with them, I have taken time out of work days to do what they ask me to do to get this resolved. This company's staff is unprofessional, inconsiderate and rude. They could care less about my case and the items that were stolen.  


At this point justice goes beyond the dollar amount. The subcontractors that they hired are thieves and they are believing everything they are telling them even after speaking to my neighbor (so they say). I have absolutely nothing to gain from this and my neighbors doesn't either. *** *******, who is new to the neighborhood, was nice enough to come forward and Safeguard is treating us like suspects.  Before I waste more time and money filing a small claim I will contact  the local news here so they can do what Safeguard won't do and that's investigate, talk to the witnesses and hold their "trusted" subcontractors accountable. 


In stead of trying to cover for subcontractors they might want to consider the clients they are serving. If they want to settle this in a professional manner then I'm open but as it stands I will continue to pursue this matter until justice is served. FYI: I NEVER hired this company my bank did. I will make sure that the public knows about my horrible experience and how it's being handled. 

Regards,


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

 

 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

11/19/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a home from Bank of America. They hired Safeguard properties to replace and fix plumbling and boiler. Everything was not done correctly and I can not get safeguard to return my calls return calls or give me the name of the companies that came out to fix/replace items below to get the work that was done corrected that safeguard failed to do the first time. Just wanted to make you aware of the issues that thiscompany will not help me get corrected in order to make our home safe for myself, my husband and my children to live in: 1) Boiler was missing parts, pipes were leaking due to not being sauntered correctly, colors of wires are mixed together and system was not installed properly so we are unable to heat our home and this company wont even give me the # of the place that installed so we can have the boiler repaired before winter. 2) Hot water tank vent was improperly installed causing carbon monoxide to flow into our home. 3) Plumbing was not finished in the main bathroom, only capped to stop water from leaking; also water valve on toilet was broken and the sub pump in the basement does not work Because of the issues this company promised this customer would be corrected, we are unable to move into our home and have a safe place for me and my family. This company is not only a reflection on them of there type of services preformed but on their customer BOA as well. I would appreciate it if this company would make all of their wrongs right

Desired Settlement: I would like everything fixed correctly the way it should have been done the first time

Consumer Response: From: ***** ********* **** *** *******************************]
Sent: Monday, November 19, 2012 1:31 PM
To: ******* *****
Subject: RE: You have a new message from the BBB serving Greater Cleveland regarding complaint #*******.

* *******,

The company sent a professional out and they fixed everything.  Please remove my complaint.  Thank you so much for all of your help



Thanks,
 
***** *********
Supply Chain Coordinator

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/31/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am on dialysis I go for treatment 3 days a week (Mon, Wed, and Fri) at ****** **** ********** ** **** *********** ** *****. See attachmentOn Thursday September 20, 2012, I was evicted from my resident at **** ******** **** ******* ****** ** ***** that I live at for 12 years. I answer the writ to the lawyer thinking that the lawyers are associated with the courts. The management company Safeguard Properties LLC who works for ***** **** came to my house the day after my house was foreclose on and instructed me NOT to vacate the property, because they was going to assist me with relocation. Waiting for to hear from Safeguard to assist me with relocation assistance and did not do as they agree to, and the agreement expires according to lawyer *** ******* ******** ********* and Safeguard did not do their job (agreement). I was speaking to ** ******* because ** ***** was out of the office. ** ******* did not state she works for the bank, I through that she was the interface between the bank and the courts. I had to do all the legwork in find out in that Safeguard was the management company that instructed to do the eviction not to help me. Safeguard never represent themselves or instructed me on how long that I had to vacate the premises. (By Law that is allowed by courts). I am on dialysis as I stated I could not have move a HOUSE after it was put out on the street. I had to miss my treatment because I had no one to help, my niece, and friend *** ***** ***** and they both had to work. On that day of the eviction, I watch them (Safeguard) break up my piano, dresser, coffee table, end tables night stands food thrown in blankets broken dishes and then had the grease pot thrown in it. Safeguard came and discharge all my personal possession with in 48 hrs I through I had a least 72 hrs. They tow away car that was not mine, but belongs to ***** ***** **** *** *** ****** *** ******* ** ***** *** * ,Safeguard had *** *********** **** **** *** **** **** **** ** ***** *** **** *** ***** * *** **

Desired Settlement: I and requesting a refund for the tow.

Business Response:

Dear Better Business Bureau,

Safeguard Properties performed a lawful eviction at the direction of the**** County Sheriff's Department on September 20, 2012.  The Sheriff and *** ******* were present during the eviction located at **** ******** ***** ******* ******* ** *****.

The contractor performed the eviction at the direction of the Sheriff's Department and were required to return to the property in 24 hours to remove any remaining items.  The contractor returned but witnessed *** ******* still removing items.  The contractor contacted Safeguard Properties to advise and we authorized to give the claimant 2 more days to remove items.  On September 23, 2012, the contractor returned to the property to complete the eviction proceedure.  Therefore, *** ********* request for reimbursement for towing is denied.

Thank you,

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

Legal Claims Paralegal

Safeguard Properties

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/1/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Items stolen from property by or as a result of this company. Property was locked and secure, this company unlocked property and left it unlocked. Items of value were then wrongfully taken by company or as a result of property not being locked up after their leaving the property.

Desired Settlement: Company should be held responsible for their actions. The return of all items taken or compensation for items taken.

Business Response: The claimant has contacted Safeguard regarding his missing personal items.  He has the opportunity to file a formal claim with the legal department so that an investigation can take place.  He needs to contact REO Customer Service at 216.739.2900 ext **** and ask to do a legal intake and they will be happy to accomodate him. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/27/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I'm a military member stationed at **** *****. My family resides in our home in ******* Every week my wife returns from work to find a notice on our door from this company. Thus far we have a total of 5 notices in one month. Every month we call and ask them to stop coming onto our property and leaving these notices and every week we still find new notices.

Desired Settlement: I would like this company to refrain from leaving notices on my home and tresspassing on my property immediately.

Business Response: I have reached out to the claimant via his supplied email address so that we can address his concerns.  I am awaiting his reply. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/6/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: May 19, 3012To whom it may concern:I hope that time finds you well. I am writing this letter to request your assistance in addressing situation that I have been trying to resolve unsuccessfully for a number of weeks. My mortgage for a rental property that I have at**** ********* ****** *********** ** ***** was transferred from **** ** ******* to ********** last year, but was not communicated to me until April 2012, when payment was not received by **** ** ******* *****. The payment for March 2012 was not forwarded and I have been trying to get that resolved with ***. I was informed by the ********* **** **** ****** *********** a couple of weeks ago that a security firm, SafeGuard Properties, placed a note and lockbox on the house and I have called them 4 times to address the issue. It has been very difficult because I have been told that not only do they not have my address listed in their records, but also, they dont have my ********** loan number (**********). They have referred me back to ********** several times and I have not been able to resolve this with either ********** or SafeGuard. It has been an absolute nightmare. I cannot do some necessary repairs to the rental property until I am provided access to the property. I was assured by the ********** Account Resolution Agent, *** ***** *****, that it would be handled, however, to date, I have not been able to get this resolved. Your immediate assistance and consideration is greatly appreciated. Please feel free to contact me at your earliest possible convenience. I am providing contact information for ********** and SafeGuard as provided to me. Thanks very much. Best regards,**** ** *********** ****** ***** *************** ** *********** ******************** **** ************ *** ************ ** *

Desired Settlement: Immediately Remove note and lockbox from rental property.

Business Response: We are working diligently to resolve this issue.  I will take down the information of the consumer and contact him directly to foster this to a satisfactory resolution for all parties.

Business Response: I spoke with *** ****** and this complaint has been resolved.  There was a contractor sent to the property to perform an initial secure, however, it was not our company that sent the contractor.  However, the contractor that performed the secure does work for our company and a competitor.  He placed a Safeguard tag on the property by mistake.  After speaking with *** ******, ensuring that his property was not in our system, the mortgage company was contacted and instructed to contact *** ******.  I contact *** ******, advised him of the problem and gave him the mortgage company's contact information for resolution of the issue.  *** ****** was satisfied with our resolution. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/16/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: During the closing of my house the management company stole lawn furniture that I had started hauling in. They also stole the door knobs that the broker left in the house the day they came to get their lock box. There are wittiness that watched them haul it off....

Desired Settlement: I would like the knobs replaced and the return of my hand made cedar furniture.

Business Response: "Business response not received electronically and not available for viewing."

Consumer Response: I contacted my agent and the broker that had the property listed and no one has talked to anyone regarding the time line of when the furniture was taking and we were never told not to start moving anything over to the house. The neighbor across the street from the property that had watched the same truck return to the property also watched him come and get the furniture. Someone working here has a very nice thing going on the side hauling off anything they can.... The listing broker took a box over to the house a couple of days before we closed that had all of the knobs in it that were removed, the only one that could have returned to the house was the management company to remove their lock box from the side door ( all other keys had already been removed ) when we went out to the house the box was gone... they were the only ones in the house....  

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

4/16/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: YES, I NEED SOME HELP TO HANDLE THIS PROBLEM , THIS COMPANY REMOVE MY PROPERTY PERSONALS FROM MY HOUSE THE NEXT DAY WHEN I WAS EVICTED SINCE THE HOME WERE IN FORECLOSURE, I LEFT EVERYTHING IN THE HOME , I HAVE FILLED A CLAIM TO GETPAID FOR ALL MY ITEMS , I DID SENT ALL I HAVE TO PROVE ALL MY PERSONALS , I SENT A DVD AND 3 PHOTOS , AFTER TWO MONTHS I NEVER HAVE A RESPONSE FROM THEM , I TRY TO CALL MANY TIMES WITH NO ANSWER , FINALLY I SPOKE TO SAMANTHA OWENS WHO ARE BEEN REALLY POOR IN HER SERVICE , I NEED TO GET PAID FOR ALL MY ITEMS AND I NEED THEM TO GIVE ME A LIST OF ALL THE ITEMS THEY GOING TO PAY ME BACK , I AM TIRED OF THIS COMPANY AND I NEED THIS PROBLEM SOLVED ,

Desired Settlement: I AM TIRED OF ALL THIS, I NEED A RESPONSE I AM ASKING TO GET PAID FOR ALL MY ITEMS MY ESTIMATE OF ALL IS * ***** AND I HAVE SENT A DOCUMENTATION TO SUPPORT THE CLAIM , I NEED A LIST WITH ALL ITEMS THEY GONNA PAID AND THE PRICE THAT THEY WILL GIVE FOR IT , ALSO I NEED THE TOTAL AMOUNT OF THE MONEY THEY WILL PAY ,AND TO BE SENDED TO MY ADDRESS .MY FILE # ********** * **** *** ****** ** *****

Business Response:

Date Sent: 4/13/2012 10:53:02 AM

April 13, 2012

Better Business Bureau, Inc.

2800 Euclid Avenue, 4th Floor

Cleveland, OH 44115-2408

Attn: ******* *****

 

RE: BBB Complaint ********

File Number:  **********

Subject Property:    *** ** **** *** 

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

 

Dear *** *****:

 

We have reviewed the April 13, 2012, consumer complaint regarding personal property and customer service issues.    

 

On January 3, 2012, an independent contractor visited the property.  The contractor completed services per the client’s guidelines.  The contractor reported that the property was unsecured on arrival.  The contractor secured the property, completed lawn maintenance, winterized and removed interior and exterior debris.  The contractor provided detailed photo documentation to support the work completed, as well as the items that were present.  The contractor’s report and photos were forwarded to our client, the mortgage company. 

 

On January 19, 2012, the legal department received the complaint filed by *** ******** regarding personal property removed. 

 

On January 23, 2012, a letter was mailed to *** ******** requesting documentation to support her claim.  We received a DVD, photo, and an itemized list totaling *********. 

 

On March 21, 2012, during a phone conversation with *** ******** she advised that she was living with her brother who was the owner of the above referenced location.  She stated that she was aware that she needed to vacate the premises and had received notification from the foreclosure attorney, but was unable to verify the vacate date.  She stated that she called the foreclosure attorney regarding the property being secured and was advised to contact Safeguard Properties.  To the extent of our records *** ******** contacted Safeguard after the property was secured and items were removed per guidelines. 

 

On April 10, 2012, during a phone conversation with *** ********, I advised that my review of the claim was completed and that many of the items on the list were not present and that due to the condition of the items present we could not reimburse her for the full amount requested.  An offer was extended in the amount of *******.  *** ******** declined the offer, then provided a counteroffer of *********.  I advised her that I would review and we would speak with her the following day. 

 

On April 11, 2012, I spoke with the *** ******** regarding settling the claim at that time an offer was extended for *******.  *** ******** declined the offer. 

 

Safeguard Properties works with the loan servicer and our network of contractors to ensure each property is secure, free of health hazards and maintained on the interior as well as the exterior. All work is completed in accordance with applicable investor and insurer guidelines.  We perform property preservation services for our clients on a per order basis, we do not act unilaterally. 

 

We respectfully decline *** ********’s demand for *********.  However, the **** offer will remain open until April 27, 2012.  If the offer is accepted, *** ******** will need to sign a Release Form in order to receive this financial settlement.  This offer should in no way be construed as an admission of liability, but rather a good faith gesture towards a timely resolution of this matter.

 

Thank you,

 

 

 

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

Claims Resolution Specialist

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/21/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: During the first half of 2008, Safeguard Properties, LLC were hired (or contracted) by either the mortgage company:Ocwen Loan Servicing, LLCCustomer Service DepartmentP.O. Box 24738West Palm Beach, FL 33416-4738************www.ocwen.comor the bank:HSBC Bank23240 Chagrin Blvd. #600Cleveland, OH 44122************www.hsbcbank.com While a patient in a hospital bed, personnel entered my house and removed a substantial amount of goods from my home. Some of the goods were perishable and some of the goods were not perishable. The non-perishable goods were discarded along with the perishable goods. I know this because I came home from the hospital on May 7, 2008 to find many items missing from my home. On this date in the evening, the ****** Police made a cursory search of the private residence at: ***** ********* ************* ** *****A number of goods were not in the house when I returned including: Item(s) Price * (4) Duncan Hines Waterless $45.Cookery stainless steel(1) soup pan(1) medium pan(1) large pan (1) deep cookery pan* (from a 4-piece set of white dining ware)(2) plates(4) coffee cupsand more* other spices, condimentsand tea bags $15. The spices could have been emptied so that the bottles would still be in the rack. The pans, plates and cups could have been washed and saved. A total of $13,845 of other goods were stolen by padlock key entry sometime in or about April 2008. ****** ****** ****** *** ******* lists some of the goods that were stolen after a cursory search. Other goods not listed stolen that day $450. Police investigating. Refine BBB complaint to goods listed on this document. If necessary, complaint can be expanded with the police report.

Desired Settlement: Financial settlement of total from listed goods on this complaint or return of non food goods. If allowed and necessary, include total dollars of goods from home invasion.

Consumer Response:    The police report from August 2008 is for the home invasion that occurred in April 2008.  This report is separate from the Safeguard Properties clean out that probably occurred in February 2008 when I was in the hospital.  The company did not have my consent to enter the property.  If you need the police report, I will provide it at a more convenient time. 

Business Response: "Business response not received electronically and not available for viewing."

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved