| rev:text
| - Since I was notified that my previous post did not meet requirements and was taken down - my hand was forced to rewrite review with additional information.
So here goes.
Issue: Computer crashed. Passwords to all websites gone. When it was time to pay my monthly HOA fee - I wasn't able to log in to website to make payment.
I contacted Brown Community Management around Feb 10th. To be more specific, I left a message for Jennifer. A week later I didn't receive a returned call from Jennifer. I called back to Brown Community Management around Feb 17th. I spoke with Elizabeth. I told her my issue. Since, I was routed to Mutual of Omaha's (MOA) website and it was the username and password for MOA - Elizabeth sent an email to a representative at the bank. A week later no response. I sent an email to Elizabeth around Feb 24th. She responded to my email and included another staff member (Jennifer). The same staff member who did not return my call.
Anyhow, Elizabeth advised Jennifer to help me with the community's website. On March 4th, Jennifer responded back in the email advising me that the "website is currently not available. It is being worked on, As soon as it is ready to go all the homeowners will be notified..."
I respond back with the following: "How will the homeowner's be notified? My issue is having password reset - not whether the website is up and running. I believe I left you a voicemail back in the beginning and my phone call was not returned... I want to ensure this issue does not get prolonged..."
Her inappropriate and condescending comment back to me:
"I am not certain how I would be able to reset your password if there is not a website available? If you are aware of a way to do that please let me know and I would be happy to reset your password.
My personal comments: I completed graduate school - and I wasn't born yesterday. My issue has gone on for three weeks at this point! I wanted my issue addressed sooner than later. Jennifer blew me off - was condescending towards me and DID NOT put the customer first.
After several emails back and forth - I went to YELP. I made a 1 star review on Brown Community Management. At that time, and only then did an employee of Brown Community Management reach out to me and actually place the customer first without personal attitude.
A VP ended up getting involved and communicating with Elizabeth and Jessica to resolve my simple issue of HOA payment.
As a business graduate, think of the opportunity cost I had to forgo as a result of poor communication, miscommunication, poor customer service, and lost customer trust. I have spend quite a bit of my valuable time getting a simple issue resolved. I make a decent hourly
salary - imagine how much money it would amount to if I billed them my hours lost due to this issue. Poor business operations that's evident!
This company has lost my trust! The audacity of the VP to ask me to remove my review after he resolved my issue. I informed him that as a business there is always a cost to poor service.
Shared on my twitter feed as well to spread the word.
Christine, MBA
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