Home New York

Review: COMPANY WAS VERY HELPFUL FINDING AN APARTMENT, HOWEVER, ONCE THEY RECEIVED ALL THEIR MONEY THEY WERE UNHELPFUL ASSURING THE ABILITY TO MOVE-IN. APPROPRIATE DOCUMENTS RELATED TO ASSOCIATION RULES WERE NEVER FORWARDED. STARTED PAYING RENT AND WAS UNABLE TO MOVE-IN FOR 10 DAYSDesired Settlement: WOULD LIKE RE-IMBURSEMENT FOR THE NIGHTS RENT WAS PAID WITHOUT BEING ABLE TO LIVE IN THE UNIT, $507.

Business

Response:

[redacted],

Thanks for your time on the phone. Below please find our public response to the complaint on your website. I also attached a verbatim, unedited chain of emails between the owner's broker and the contact from the condo board. I understand this may not be made public, but wanted to include for your own review. Thanks again. Please let me know if there is anything else I can provide you. Take care.

<[redacted]

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"Home New York is a brokerage that works with personal referrals often, and we are never happy is a client is not satisfied with our services. Sometimes there are other people or companies involved in decisions which are out of our purview, and we always strive for complete transparency in lines of communication between clients. In this instance, our client was not able to move in to an apartment we had been involved in renting because of an obstacle of the condo board and a certificate of insurance [COI] needed from a mattress delivery company.

This particular move-in had already been delayed because the owner had to unexpectedly repair plumbing issues, which surely contributed to the frustration of my client. Once prepped and approved for move-in, her bed delivery was delayed because a COI had to be submitted 48 hours prior to delivery. For weeks, our contact between the owner's broker was limited, and the owner's broker was in exclusive contact with out client. Below are the emails we were NOT cc'd on, which if our office knew there would be complications, could have headed off our cleint's issue.

At the very beginning of our approval process, within all the paperwork the owner's broker provided, was a document detailing the COI process. We regret this was not something our client was reminded of at every step from us. However, with so much time between lease signing and actual move-in, including several emails we were not privy to between the owner's broker and our client, our hope was that the COI process would be re-commuinicated by the broker who knew the building policies better than our brokerage, the owner's broker.

Our firm continued to maintain contact with our client, and the owner's broker to confirm the mattress delivery was made. And we always strived to keep the lines of communication open through the process. We regret what happened, and hoped that our client had been able to move in at the first possible moment, especially with the earlier unexpected delays."

Best,

Managing Director

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