ComplaintsforTown & Country Property Management, Inc.
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Complaint Details
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Initial Complaint
03/02/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
In November of 2021, a plumbing incident occurred in my unit affecting the one directly below. I promptly contacted the plumbing company referred by my building and resolved the issue. Several months later, Town and Country Property Management placed an unexplained charge on my account from another plumbing company (****** *****). I reached out repeatedly seeking to understand why this charge was applied. I was unable to receive a response from John H*******, the person I had corresponded with throughout the incident, as he ignored my calls and emails. Unbeknownst to me, Town and Country had called in a different plumber out of concern that there may be a larger issue with the building itself. They did so without notifying me, then sent the charge to my account. ****** ***** never entered my unit, nor did I receive a description of any work done; I simply found a new charge on my account. As I awaited a response from Town and Country, the charge continued to accumulate late fees. I have now remitted payment ($338.01), but I have done so under protest for the following two reasons: 1. Insufficient/unconventional justification 2. Failure to provide a just means for cure I have recognized a general pattern of a lack of communicativeness and transparency. In this case, it seems John H******* called ****** ***** in an attempt to protect Town and Country in case the building had a more significant plumbing issue that needed to be addressed. Instead of taking on this cost, it seems they chose to pass it along to me then neglected to respond to my request for an explanation. For this reason, I have chosen to file a complaint to document the incident. Thank you in advance for your time. Kind regards, **Business response
03/10/2022
3-10-2022To: Better Business Bureau Response to Complaint #******** ATTN: Cindy R*****From: Town and Country Property ManagementTown and Country Property Management responds as follows:1.) To the extent that Ms. ******* feels that a timely response/explanation of the situation involving ****** ***** plumbing was lacking on the part of Town and Country, we sincerely apologize. Ms. ******* did communicate with three (3) Town and Country employees regarding her plumbing leak and its resolution:a. Tony R***** – Onsite Office Manager at *************b. John H******* – Portfolio Manager for the ******** Marketc. Amy B**** – Senior Manager2.) Ms. ******* erroneously attributes the involvement of ****** ***** to an attempt by Town and Country to “protect Town and Country in case the building had a more significant plumbing issue.” In fact, ****** ***** was called to determine whether the leak was the responsibility of the HOA or Ms. *******. ****** ***** performed the necessary diagnosis which found that the leak was 100% the responsibility of Ms.*******. The ****** ***** service was totally a result of Ms. *******’s plumbing leak and therefore was charged to her account. All of this is normal protocol and is consistent with how all leaks are treated at *************.3.) Ms. ******* states that she was unaware of the charge to her account and the resulting late fees for several months. It should be noted that all owners have access to their account 24/7 via Town and Country’s software program AppFolio.Please let us know if any further information/explanation is needed.Respectfully,John H*******, Portfolio Manager with Town and Country
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Contact Information
132 W Cambridge Ave
Greenwood, SC 29646-2234
Business hours
Today,8:00 AM - 5:00 PM
MMonday | 8:00 AM - 5:00 PM |
---|---|
TTuesday | 8:00 AM - 5:00 PM |
WWednesday | 8:00 AM - 5:00 PM |
ThThursday | 8:00 AM - 5:00 PM |
FFriday | 8:00 AM - 5:00 PM |
SaSaturday | Closed |
SuSunday | Closed |
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.