Customer Dis-Service Pt..2♦

It seems that some things may never change. Archstone Hidden Harbor still sucks. Since I had another encounter with them last week I fired off an email to the corporate office. So far its been a week and no response. I'm beginning to think that the lack of respect for the customer is systemic and widespread infecting all levels of business. Heres the email I sent:

I realize that this address is for kudos, but as there is no complaints address I determined this one to be the best bet. I live in an apartment provided by my company while working in the area, but feel the principle of the matter requires that I register a complaint. I have had 3 separate incidents with the staff of Archstone Hidden Harbor in Royal Palm Beach, FL. Today being the latest one that prompted this letter.

The first one was on Dec. 20, 2007. I went to the leasing office to inform them that they had a problem with the parking lot repair and resealing by my building. It (the coating)had been misapplied 2 days previously and had failed to cure properly. Pedestrians and pets were getting black goo on their feet, then tracking throughout the breezeways and stairs and I’m sure onto their carpets. I failed to note the name of the receptionist whom I reported this too. I was merely attempting to avert further damages, but I was met with denials and dismissals. She (the receptionist) claimed that the coating had only been applied that day, that I needed to stay off the lots and be more careful, and that any damage to carpets were not their problem, but rather the residents. I got the distinct impression that my concerns were dismissed as unimportant. I had not in fact stepped in the goo or contributed to it being spread, but had merely observed a situation that needed attention. I was the Maintenance Supervisor/Contract Officer for a residential housing complex for 13 years. As such I am specifically familiar with contractors, coatings and sealers, maintenance issues, and residential management in general.

The second incident was on April 30, 2008. I had made a maintenance request that included a refrigerator that needed a defrost thermostat replaced as it was melting and refreezing ice and foods. One of the two maintenance men, named Rick I believe, who responded, argued with me as to what the problem was and whether or not I meant defrost timer (not thermostat). When I said that I as familiar with appliances and that the problem was most likely the thermostat and could he replace it, he repeatedly asked “Really?” (about 7 times) as if I were a small child. To me this is a very unprofessional attitude toward customers. To date the fridge has not been fixed.

Today June 6, 2008 I had a letter in an envelope stuck in my door complaining about trash being left outside the door in the breezeway. When I called to clarify the matter with the letter writer, I was called a jerk and told that I was being unreasonable by one Amy Simola. I had asked if other items could be placed outside the door for short periods, such as packages for delivery or pick up, or donations to a local veterans charity, or anything that was not specifically ‘trash’. While I understand that you may in fact be able to restrict the placement of items outside the door, I feel I should be allowed to leave my delivery packages by my door and not be forced to use the office as a central repository. My hours are such that I leave before business hours and return well afterward, which would mean I could not access my packages until a weekend. That is only a side issue however, the name calling and condescending manner are unacceptable.

I would also like to point out that the seeming fixation with items outside doors is in contrast the bottles and cans broken by the mowers hiding in the grass, or the handful of unlicensed unmoving vehicles using up needed slots in the parking lots, or the various other hazards lurking about from the fence to the pond.( I notice these things since it was my job to maintain the physical plant, and minimize liability from preventable hazards.) Conversations with other residents indicate that they have experienced similar encounters with the local staff.

This type of condescension and contempt toward your customers is counterproductive and unprofessional. While your staff can not be everywhere and notice all things, your residents can and will. A less than friendly staff create an atmosphere of ‘us against them’ decreasing reporting of problems. But Im sure you already know all that. As I said before, I do not pay directly for the apartment, but feel on a matter of principle, that these issues should be brought to your attention.

Thank you for your time in this matter. Please withhold my name or identifying info as I don’t need any backlash from my company or the leasing office.

Bill James

RPB, FL

The more I learn about how much corruption, disrespect, dishonesty, wrongheadedness, and evil there is in the world, the more I think that a global disaster might not be such a bad idea after all. The ideas that our founding fathers held dear are no more than a faint memory in the hearts of but a few patriots.