COMPLAINT LETTER
Ben Maxfield
1234 Main St.
Vancouver, BC V6K 2A2
March 12th, 2022
Strata Company
ABC Street St.
Toronto, ON A1B 2C3
Attention: Unit Repairs & Maintenance Staff
Subject: Late Repairs to Front Door Latch on Unit 101
As I reported to the property manager on the 15th of November 2021, the main door latch mechanism was broken as a result of normal wear-and-tear. The internals of the door latch mechanism and the parts were collected by the property manager on the 16th of November. The property manager communicated that the latch would be replaced by the end of the month on the 18th of November.
As of today’s date, the door latch has not been replaced and a new date for replacement has not been communicated to me since the 12th of January. Without the latch mechanism, the door must be opened by pulling on the deadbolt handle. Opening the door in this way could damage the deadbolt if the issue is not dealt with. I hope you understand that I will not cover any additional replacement costs if damage to the deadbolt lock occurs because of this atypical usage.
I appreciate the quick response initially from the property manager, but I would request that the door latch is replaced in the next working week.
Thank you for your attention on this issue.
Regards,
Ben Maxfield
BAD NEWS LETTER
Strata Company
ABC Street St.
Toronto, ON A1B 2C3
March 12th, 2022
Ben Maxfield
1234 Main St.
Vancouver, BC V6K 2A2
Dear Mr. Ben Maxfield,
We apologize for the delay in replacing the parts on your door latch and failing to communicate with you about the repair timeline. It is our first priority to ensure that our owners and tenants needs are met, we’re sorry to miss the mark on this occasion.
You issue has been continually monitored since the date of your first report. Unfortunately, the supplier of the doorknob parts has been affected by supply-chain delays, and they have failed to deliver the replacement parts to us as a result. We reached out to the supplier upon receipt of your letter and have received a new estimated delivery date of March 21st.
To accommodate you for the unforeseen circumstances, we have provided the tracking information for the replacement parts to your property manager so that you can remain current on their approximate arrival time. When the replacement parts arrive, we will coordinate with your availability to schedule a technician to install the parts. In addition, the technician will inspect your deadbolt lock and ensure that it has not been damaged in the time that your latch has been out of service. If there is any damage to the deadbolt lock, we will cover any additional costs.
We look forward communicating better with you in the future.
Kind regards,
John Doe
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