About - Century 21 Novus Realty

Overall Feedback:

ASHLEY called and explained that there was a miscommunication, so I have changed the rating, however, the rudeness from the Manager AMY prompted still this rating. Their customer service in the office from AMY IS HORRIBLE. The "manager" AMY treats renters like we are low on the totem pole and are concerns do not matter. They should not only want to ensure the owners of the property are taken care of, but also the renters. In all reality WE are the ones paying rent and essentially paying the their paychecks. No renters, no reason for the owner to have hired you. Customer Service skills, should be at the top of the abilities an office personnel. The roofer came by the property to let us know last week, that they would be doing work sometime this week on the roof, would be placing a dumpster in the front and we would need to park on the side. He also mentioned he would be contacting ASHLEY in the office at Century 21, to let her know which day he was for sure coming since the forecast predicted rain early this week. We never ONCE got a phone call confirming the day the roofer would be there. Today (Wed), I am awaken by very loud banging and noises coming from my roof. (The roofers were there to do work), no problem. I knew they were coming at some point, but just did not know when. As I went to leave the house this morning at 8:30 am, the roofer came up to me asking me "Did you not get a call to move your car", I said No sir, I sure didn't. He stated he called ASHLEY yesterday, told her he would be there first thing this morning to have the tenants move their cars and park away from the roof as things will be falling, and he did not want any damage done to any cars. He stated ASHLEY reassured him that she would be contacting the tenants (My Husband and I), and let us know to have our cars moved before they arrived. WE RECEIVED NO PHONE CALL. I came out this morning with a blue tarp over my car, and a small amount of roof remnants on the tarp. No damage or anything like that, however, my problem is that ASHLEY never contacted us letting us know. What would have happened if something did damage my car? After speaking with ASHLEY she agreed that she should have called, and there was a miscommunication on their part, which is fine. I understand mistakes happen. I called at 8:40, after speaking with the roofer, to inquire why we were not contacted. A manager (AMY) answered the phone, and I tried explaining what happened she interrupted me several times stating ASHLEY was not in the office and she has no idea anything was even going on at our property. (How are you a manager and not aware of things going on????? A manager's job is to MANAGE). She stated she will talk with ASHLEY when she came in and find out why we were not contacted. I received a call about an hour and a half later from AMY stating ASHLEY still had not made it into the office yet, but she was speaking with her via text, and according to ASHLEY, the roofer let us know last week he would be coming. This is true, HOWEVER, he did not know at that time which day specifically and ASHLEY'S job was to contact the tenants and let them know which day, NOT THE ROOFERS!!!! AMY then informed me that ASHLEY claimed she called and left a message on my husband's phone. NOT TRUE AT ALL. I told AMY that this was not the case, we received no missed calls, nor voicemail and if she wanted to proceed to argue with me I can have my phone records pulled and would be more than happy to bring them up there to her to review. AMY still had ASHLEY'S side and believed that she was telling the truth. I then stated that sometimes when an employee FORGETS to do something they lie to cover it up. Even though this was not the case, the blatant disrespect from AMY left a really bad taste in my mouth as a renter. She proceeded to tell me all she can do is apologize and asked what more did I want. I WANT EMPLOYEES TO DO THEIR JOBS THAT THEY ARE HIRED TO DO, AND YOU AS A MANAGER TO ENSURE THEY ARE DOING IT!