|I am a unit owner in my Co-Op; EJF (unfortunately) has been our management company for many years. EJF over the years has gone from bad to deplorable. I'm fed up and hope to save someone else from a lot of stress. I am literally to the point I want to sell my unit from all the issues I have with EJF. From property managers who lie and are completely incompetent (specifically Andrew Doyle). Any and every issue I've had with my unit is a constant battle with my property manger and EJF. Attached is copy of my first complaint letter and below the chain of emails from their "President" who told me "to back off" when I had to demand documentation. Check out the BBB rating for them and you'll also note that they are NOT accredited. |
This letter is to express my complete dissatisfaction with EJF Management (More specifically Mr. Andrew Doyle) and to detail the continuing issues/problems I face when dealing with Mr. Doyle and EJF Management. I also have left several voice messages with Mr. Peter Greeves over the course of several months regarding different issues I was having with Mr. Doyle and I have never been contacted in reference to those messages.
I have been a member of Madison Terrace Coop for many years and prior to Mr. Doyle taking over I worked with Nicole as Property Manager for MTC and there were a couple unfavorable instances with her but she was at least diligent in following up to make sure whatever the problem was it was fully addressed and completed. I cannot say the same for Mr. Doyle. During one of my first interactions with Mr. Doyle in the fall of 2009, the heat in building had not been turned yet as of November 3. When I asked Mr. Doyle why the heat wasnt on, his response was I thought it was on. I then ask why he assumed that it was on. His response Oh, I thought Yusuf was turning it on a couple of days ago. I asked him to please find out why the heat wasnt on; he contacted me later in the day and stated Someone has to do something with the boiler. So my next question was when we will have heat and his response I dont know. The weather had already dipped to the low thirties at night and my Property Manager didnt know the heat wasnt on or when it would be on?
When I needed my front door access changed I contacted Mr. Doyle to update the call box. Mr. Doyle stated he would have it done by Tuesday (it was Monday morning). Trusting that he had done his job, I didnt know he hadnt completed it until I had a visitor the following Thursday that couldnt get in using the box. I called Mr. Doyle that Friday and asked him what the problem was and he stated I forgot and that It would be done today. Sure enough Sunday when I had another visitor it still wasnt done. After my angry voicemail on Sunday to Mr. Doyle it was turned that Tuesday, a week after the date Mr. Doyle stated.
Last August I found Bed Bugs and I contacted Mr. Doyle for assistance. At first Mr. Doyle handled the situation with great customer service but as this issue progressed, his customer service progressively got worse. (Now with all fairness the Madison Terrace Coop Vice President had a large part in the confusion as well but I am only detailing my experiences dealing with Mr. Doyle and his customer service or lack thereof.) Mr. Doyle stated he was sending Mr. Roosevelt McNeil to come and inspect my unit. Mr. McNeil was a very nice man but he did not thoroughly inspect my unit; he didnt inspect the bed/mattress, instead he checked behind pictures and under various pieces of furniture and carried on casual conversation for the majority of the time. Even though I thought in the back of my mind that he should inspect the bed, I trusted Mr. McNeil to a thorough inspection due to Mr. Doyles recommendation that he was a Bed Bug Specialist. A few weeks later I found more Bed Bugs in my unit, I again contacted Mr. Doyle and after board approval Mr. Doyle sent Orkin to come and inspect my unit. Mr. Doyle scheduled the inspection and informed me of the appointment time but he never provided me with Orkins contact information. I took off time from work to wait for Orkin to arrive; after the appointment time came and went, I tried calling Mr. Doyle to find out contact info for Orkin. I left a voice mails, I even talked to the receptionist and I explained to her the situation and asked if Mr. Doyle was in the office (which he was) and to please pass the message on; I called repeatedly and never got a call back that day. I was forced to call five different Orkin branches and spend 45 minutes on the phone trying to figure out what branch he scheduled my appointment with. Finally when I did get to the correct branch John, the Branch Supervisor informed me Mr. Doyle had not provided Orkin with my contact information but instead gave Madison Terrace Office Phone number (which is not staffed) and didnt provide a unit number so when Orkin arrived and called the number and no one answered they left. At that point I had to reschedule and take more time off from work due to Mr. Doyle. When I did eventually several days later get a call back I asked him why he didnt provide the correct contact information to Orkin when he scheduled my inspection. Mr. Doyle stated in a very matter of fact tone Its not my job to make sure they have access to the unit. And my response was But it is your job to make sure when you schedule something they have the correct contact information. His clueless response Oh, sorry. When Orkin (Vicky) came they confirmed the presence of Bed Bugs as well as showed me the evidence (Casings, droppings and carcasses.) on the mattress and under the bed frame; they returned a few days later to treat the unit. Ultimately Orkin had to return several times. After going around and around (see copy of attached letter.) with Orkin, MTC and Mr. Doyle regarding the treatment of the unit my final straw with Mr. Doyle came after he stated that Orkin was coming to treat my unit and inspect/ treat adjacent unit as well. Once again after having to have an acquaintance take off work to grant access for Orkin, they are a no call no show. I called Mr. Doyle to find out what was going on and he stated they werent coming and Mr. McNeil was coming back to inspect my unit at a later date, but Mr. Doyle never contacted me to inform me that Orkin wasnt coming, so he wasted someone elses time, again. My next concern was why was he coming back to inspect when Orkin had already verified their presence in the unit with physical and visual evidence as well as the fact that Mr. Mc Neil didnt thoroughly inspect the unit in the first place (I had previously told Mr. Doyle about the first inspection by Mr. McNeil; that he didnt do a thorough job of inspection.). Mr. Doyle refuted my account of Mr. McNeils inspection (me and another individual witnessed the inspection.) stating I dont believe that. and refused to let me speak with his supervisor also stating Im not going to waste his time! (So customer concerns are wasting Managers time?) After my exchange with Mr. Doyle I contacted Mr. McNeil, he informed me that Mr. Doyle never followed up with him regarding the reoccurring Bed Bugs or informed that Orkin had already confirmed the presence of Bed Bugs in my unit and had already treated several times. This situation was eventually resolved without Mr. Doyle; I ultimately had to coordinate with Orkin to have the unit retreated due to Mr. Doyles incompetence as a Property Manager.
Most recently I submitted a service request to EJF for repair of electrical socket outlets in my bedroom that were shorting out. Before the issue was even researched and/or verified by MTCs Property Manager that is wasnt a Coop responsibility I received an email from Mr. Robert Leary that (Mr. Doyle was Cc :) stated This is not a coop responsibility. Unit owners are responsible for repairs within their units. I replied back to the email stating Please see house rules, as the COOP IS responsible for electrical wiring in the walls. I never received a response back to that email. I had Charles Franklin (Former MTC Board Member; current Member to MTC.) contact Mr. Doyle regarding his response to my request. During the conversation (conference call) Mr. Doyle was ignorant to the House Rules and Mr. Franklin had to email (emails which I will be happy to provide upon request.) a copy of the section of the house rules where it clearly states:
RESPONSIBILITIES FOR MAINTENANCE AND REPAIRS
1. The Cooperative is responsible for maintenance, repair, and replacement as follows:
(a) The structural, mechanical, electrical, plumbing, and utility components of the building which are not appurtenant to the Cooperative owner=s apartment.
5(b) The common areas of the building, including all interior and exterior surfaces and fittings.
i. Unstopping vertical stacks which affect more than one apartment. Kitchen and bath drains and stopped-up toilets are the owner=s responsibility
Though it is neither my job nor responsibility to educate the Property Manager who didnt know the meaning of appurtenant. I had to give the following definition Something added to another, more important thing; an appendage. to help him understand the house rules; meaning that it IS the responsibility MTC for repairs because electrical outlets are not appurtenant or in other words added by cooperative owner.
At this point Mr. Franklin and I have requested that all communication regarding this request and all others be in written form due to the numerous issues Ive had with Mr. Doyle but yet in our email conversations he continually will ask me to call or call board members even though my requests are processed and approved by the Board through EJF. It is NOT my job to coordinate between board members and EJF; that is why I pay for property management. Currently this issue still has not been resolved because Mr. Doyle will not return emails (For which I received read receipts.) or the voicemails I left asking him to respond to the emails. This and almost every issue Ive ever had that has required me to contact Mr. Doyle has been a complete hassle and headache.
In addition to afore mentioned events Mr. Doyle will not return phone calls at times and I find myself having to call repeatedly to follow up when he has not. As for other members of MTC it is widely and openly expressed the dissatisfaction with EJF as our management company. As your company proudly displays on your website. Mr. Flynn's legacy of real estate expertise, personalized service and ethical business practices lives on through the hard work of EJF's dedicated staff. With a tradition of service and integrity spanning close to a century, EJF Real Estate Services is here to serves all your real estate needs. This statement remains to be seen.
Just something ELSE to consider before using EJF:
From: nicole f
To: Peter Greeves
Cc: Matthew Greeves; Andrew Doyle
Sent: Fri, April 29, 2011 10:20:46 AM
Subject: Re: Demand for Documentation
I asked for an email to be resent. That was all, and you're right he does work for you and I as UNIT OWNER am part of that community that PAYS EJF; so that means its a direct reflection on you as well. I'm not expecting different results, I am expecting EJF do your job and send me my documentation! Andy trying to use coercion and strong arming will NOT work, if EJF and Andy has fulfilled its obligations then there should be NO issue with sending me what I requested.
From: Peter Greeves
To: nicole f; Andrew Doyle
Cc: Matthew Greeves
Sent: Fri, April 29, 2011 10:07:30 AM
Subject: RE: Demand for Documentation
You need to back off. Andy doesn't work for you he works for me. EJF doesn't work for you we are hired by the community and we report to and take direction from the board. We have clearly and repeatedly told you that we are following the board's instructions in how we are handling the issues in your apartment. Obviously you don't like that response and think that badgering Andy will produce different results. It won't. As we have stated many times, if you don't like the board's position or how Andy is carrying them out need to communicate that directly to the board.
Peter A. Greeves
EJF Real Estate Services, Inc.
2639 Connecticut Avenue, NW
Washington, DC 20008
Voted Best Property Management Company
in D.C. in both 2009 and 2010!
From: nicole f
Sent: Friday, April 29, 2011 9:39 AM
To: Andrew Doyle
Cc: Peter Greeves; Matthew Greeves
Subject: Demand for Documentation
Good Morning Andy,
This email is a follow up to the conversation that took place yesterday at 04/28/2011 at 4:45pm when you stated that you are refusing to resend the last email you sent me on March 18 in reference to the repairs to my unit. When I first spoke with you earlier that morning I stated I need you to please resend the email because I had accidentally erased it. When you called me back you ask me what I wanted for; I stated for my records. At that point you stated you didn't feel "comfortable" with resending information that was already received. Now why wouldn't you feel comfortable about resending information? Are you afraid that information will be used against you? Furthermore its none of your business what I do with the correspondence regarding MY unit, but I humored you. At that that point you stated "well I'm trying to extent an olive branch and just let Freddy come in your unit." I said that's fine but I will still need that email at that point you stated "you would look for the email AFTER Freddy came in." at that point I proceeded to educate you about the legal ramifications of coercion. Didn't have much to say after that. So when I asked for clarification stating "So you're refusing to sent me that email?" your response "No, but I'm not going to look for it until you let Freddy inspect." The legal definition of Coercion (pronounced /korn/) is the practice of forcing another party to behave in an involuntary manner (whether through action or inaction) by use of threats, rewards, or intimidation or some other form of pressure or force. Let me remind you of something that we seem to keep having to revisit, YOU WORK FOR ME! Not that other way around I don't have to do ANYTHING before you fulfill my request for correspondence that was already received from you. If you do not fulfill my request by COB 05/02/2011 it will be considered at a refusal of my request. I will subpoena those emails if necessary and submit this email of as further evidence of your noncooperation.