Needy Homeowner

Being in Colorado, we deal with a lot of snow each winter. Our contracted snow removal company has a requirement to remove snow when there is 2" or more and do so within 24 hours after the last snowflake has fallen. They did a poor job last year and with our 1 snow event so far this year. This weekend, we got 8" and it took them nearly 36 hours to respond. And when they did, their crews did a half assed job before quitting for the evening. On Monday, they still had not returned to finish the job. They never responded to any calls or texts other to blame the temps were too extreme to shovel. Myself and another board member took it upon ourselves to shovel as much as we could. Even 3 days later, the snow removal company has stopped communicating to us completely. We have no choice but to terminate their contract and look for a new company.

While all this was going on, one resident made several calls to our management company asking why her area hadn't been shoveled. The account manager did a pretty good job responding even though she didn't have any updates. By Monday, the homeowner was extremely irate and took to social media to berate the management company. I was then contacted Monday evening by the homeowner to let me know about the management's poor performance.

She and I have had several back and forth emails over that last 2 days and she can not be convinced that we have any competent people in charge. She thinks the board should fire both the management company and the snow removal company. The management company for not being able to get the snow removal company out there to shovel her area right after the snow stopped. I invited her to attend any upcoming board member and she wants to attend (but only if her schedule allows). Apparently, there is nothing I can say to placate her. She told me that I shouldn't have been the one out there shoveling snow. As of today, she is the only person that has complained about this weekend's snow and lack of timely clearing.

What would any of you say to her or advice for me? I know each association has difficult homeowners. Thanks for your input.

Jerry

You yourself admit they did an haf a$$ and incomplete job. Maybe she is right. Maybe it is time for a change.

We have 63 homes in garden court set ups.

While the board hasn't officially voted for termination of their contract, that is what I recommended yesterday in an email to the other board members. Our contract can be terminated immediately for non performance. Otherwise, we would have a 30-day notice. We also have indicated to the company that we are not paying for their shoddy work over the weekend. That is why we think they haven't gotten back to us. They see the writing on the wall.

Absolutely it is time for a change. The snow removal company had one of it's managing partners leave the company. The remaining partner assured us that it would not have any effect on current operations. Apparently he is in over his head. Our MC has several other properties in my area of town. They received 98 complaints about snow removal; 90 were for this same company.

JerryD5 Col : 1 - Respectfully, could this owner have a medical or occupational necessity to travel reliably at early or late hours ? Whatever, maybe the next contractor's performance standards could require an early morning plow out after slightly lower trigger plowing point with full clearance by ? ( shorter deadline ? )

Does she use winter tires & drive a vehicle with AWD/4WD ?

2 - A separate issue is what to say when a stakeholder wants a higher performance standard.

Howsoever casual it sounds, stakeholders should be given a chance to argue for whatever enhanced level they want to persuade others to share the cost of providing. That is, as long as others want to help pay for the enhanced standard above prudent, lawful & covenanted performance.

Rarely are maintainers 'guarantors' nor 'insurers' of "You'll never have to wait again !"

"Want breakfast in bed ? Want to be carried in a sedan chair across the lobby ? Want shifts of paralegals on every floor ? No problem ! ! Just persuade others & help get everyone to pay . . ."

I deal with people like this every day... I used to say had one homeowner that would complain about the sun being out during the day... Would put a work order with Mother Nature to turn it down at night...

Found it's best to use the "Shampoo method". That is listen - repeat - listen... No need to justify if you doing your best. Listen to what they have to say. Repeat what they just told you. Listen to more of their issues. Eventually a dialogue will develop and calm the situation down.

I had a policy if you presented an issue to the board you had to also present a solution. Otherwise, you had to agree to live with what the board decides. The choice is simple. You want an issue resolved you either come up with the solution (or suggestion of one) or live with OTHERS making the solution for you.

Jerry,

It does sound like you're coddling too much to this homeowner. And you can't let a single owner jeopardize the relationship with your management company. Sounds like you have given management your support, but reconfirm it to them, and permit them to put their foot down with the owner. Also recognize that not every issue brought to the board's attention requires a response. Respond quickly when necessary, but slowly or not at all when not necessary. Sometimes continually acknowledging an owners continual complaining means that they'll find more to complain about.

Also, I recommend that your Board immediately find another snow contractor, vet them appropriately, terminate your existing one, and hire the new company. Figure out the appropriate order to do all of that so you're constantly under contract in the even that you get snowfall which has to be cleared.

If you do that all quickly, you could preemptively post to social media that you were aware of the initial contractor's failures, worked hard to get the neighborhood cleared to the best of your ability, and quickly went out and hired a new company. That would go a long way to making your board look good/better in this situation. Nothing wrong with admitting that the company initially hired did not live up to expectations, but that you've replaced them and expect significantly better service.

I hate social media for the same reasons that you're experiencing. But I've found that more communication from the board, tackling issues as they arise (not letting them fester), and trying to politely and professionally shut down people like this is a good way to control many situations.

Finally, if I understand the tree situation that you just mentioned . . . I have to say that I side with the owner in this case. The tree should have been removed by the contractor who should have done a proper/complete job and not left a tripping hazard. I understand wanting to save money, but it's sometimes not worth the time spent and grief afterward in trying to do things yourself. Consider next time just leaving the dead tree in place until the appropriate time of year where it can be simultaneously removed and replaced by the contractor.

I agree with others, which ND summarizes nicely.

But I do worry about you cutting down the tree yourself. Would your HOA insurance have covered it if you'd been injured? And just to save $25? Did the Board vote to approve your doing this work?

It seems that your Board, at a meeting, needs to review your contracts to make sure you all understand them.

Amen to that.