As you know, we deal with a very complicated and oftentimes difficult set of circumstances when it comes to handling issues in communities. I truly believe that a major factor in this is that we are constantly trying to “please” everyone which is impossible at best!!!!!!!! I will tell you, that I have had issues with ProTec in the past. I am on record with anyone who knows me that I can and will be difficult if you’re screwing up, but I am always fair!
So, off of my diatribe and to the point of this e-mail…during a conversation last night with a close friend I was “venting” some of my frustrations as they relate to vendor performance in my communities. I was noting that in every one of my 2 masters and 6 sub-associations which amounts to over 4000 doors, I have a HUGE problem with vendor performance in almost every one of the service areas whether it be janitorial, landscape, guards etc. and it seems as if no matter what aspect of my vendor issues I look at there is a problem requiring my attention to not only correct the issue(s) but calm/appease the angry “natives” so to speak..
Except for one… maintenance! And I didn’t even really realize it until I blurted out, “The only one I don’t have to think about is Jake at ProTec!”
I’ve been managing for a number of years and I know that when my phone rings or an e-mail comes in it is probably going to be a complaint. That’s what we deal with. But I also know it is important to make sure when someone is performing above and beyond that it deserves, nay- demands, recognition!!!!!!!!!!!!!!!!
Well gentlemen Jake Zuniga is that guy today! His performance for me at my properties has been impeccable! He has and continues to be an absolute ACE and has always been able to handle my needs in a timely, efficient and more importantly pleasant manner! He makes me look good! And when I look good… well you get the drift!
I also want to mention Juan Sandoval as well. This guy has also done a fantastic job for me over the past 2 years and is appreciated and well liked by myself and all of my staff.
Karl Mondt, CCAM
Community Manager
The Prescott Companies
I am writing this letter to let you know what an outstanding and professional performance you have displayed to us at Warmington Homes California. ProTec has produced absolutely top quality work on our previous projects, and all of your equipment guides and technical data compilations are exemplary in appearance, making us extremely proud when the time comes to turn them over to the Homeowners Association.
You and the team as ProTec can be certain we will be returning to you for your assistance on many future projects to come. Keep up the good work!
Bret Jordan
Assistant Project Engineer
Warmington Homes California
Marlborough Seaside Villas
I just wanted to take a moment today to express my overwhelming appreciation to your company, ProTec.
Yesterday I had an emergency call from a homeowner who was burglarized at Marlborough Seaside Villas and needed a new front door. After trying other vendors for immediate assistance without any results, I made one call to Keith Nauroth and he responded promptly with Rafael.
With that, the Board Vice President arrived on the scene and was extremely impressed and grateful with your service. He then asked both Keith and myself to inspect other areas of concern which included a large work order for several other emergency repairs for the pool area fence and deck. Keith was very polite and knowledgeable with the board member, which again, created a level of confidence that ProTec can do the job, and do it very well.
Thank you again to Keith and Rafael for making me look good yesterday and doing a superb job! Special thanks to Heather for ALWAYS responding to my email requests and providing first class service. Thanks to Kim Elliott for ALWAYS representing ProTec with a jovial and professional attitude, she is the best! And thank you both and Steve Morgan for coming through with the window bids for Marlborough Seaside Villas!.
My overall experience with ProTec would rate "excellent" and I am grateful to work with all of you!
Mia Anderson, CCAMHomeowner
Recently I had a water intrusion problem at my home on #5 Beechwood in Aliso Viejo. Merit Property Management called you to make the necessary repairs after I declined to allow _____ to do them. I'd had multiple bad experiences with _____, including a very disturbing conversation with the owner of the company, and refused to work with them again.
I have to say how very impressed I am with your company! It is so rare these days to work with people who are so professional. Both Kevin and Mike renewed my faith in the construction industry as a whole. They showed up on time, were polite, courteous, knowledgeable and considerate of my property. They took the time to explain to me what the problems were, and what the best course of action would be to solve these issues. They worked efficiently and neatly and left my home in the same condition they'd found it in. If they were delayed, I received a phone call keeping me informed of their plans. This courtesy was especially appreciated. Also, I felt absolutely comfortable leaving them alone in my home while I went to work.
Thank you so much for taking a bad situation and making it so much easier to deal with thanks to your excellent staff. I applaud you for hiring professional individuals such as Kevin and Mike and for running a company that is Customer Service and Quality oriented. I will be happy to pass your name and phone number along in the future to anyone who may have a need for your services. I've also sent a letter to Merit Property Management informing them of how pleased I am with your company.
John Laing Homes
Fabulous Maintenance Manual - Sailhouse Community Association, Corona Del Mar The Board of Directors and various committee members for the Sailhouse Community Association are extremely impressed with the maintenance manual which was delivered to them at a recent board meeting. The manual looks professional and the schedules are easy to follow. The manual appears to be extremely user-friendly. I know in fact that this manual will be implemented as the Board of Directors has unanimously voted to have ProTec Building Services in Laguna Hills handle the maintenance responsibilities. With 31 different colors of paint, you are going to have your work cut out for you! As you know, unlike the Sailhouse Bungalow product type which is "attached" condominiums, the Cottage homeowners are "detached" and they maintain their own exteriors. They have indicated an indicated an interest to create a cost center within the association budget which would allow ProTec Building Services to take care of their exteriors as well as exclusive use of common areas. I will keep you advised as to how this cost center concept for the Cottage units progresses. In the meantime, kepp up the good work. I look forward to working with you on The Reserve West, Casalon, and Tustin Field in the very near future.
Dorrie Steele
AMS, Manager, Community Association Development
Merit Association Services, Inc.
"As a consultant in the community association industry, I assist developers and builders in a number of areas impacting the creation of communities, including California Department of Real Estate budget preparation. I rely on ProTec Building Services to help me stay current with industry trends and practices as they relate to amenity maintenance programs and costs, which is a vital piece to any HOA budget in order to sustain the amenities for the long-term. I appreciate Dave Rauch and his staff of highly professional and experienced people for not only their responsiveness to my needs but for their proactive leadership in our industry."
Bob Cardoza
Assistant Vice President
Warmington Homes California
"I want you to know how much Warmington Homes appreciates what you do for us. Your company prepared a Maintenance Manual for our San Ramon Division which lead us to hire you to prepare manuals for our Las Vegas Division, Ladera Ranch and Playa Vista projects.
All of these projects have been large attached condominiums with many complicated systems. We feel confident that these manuals will service the Board of Directors for years to come with proper maintenance instructions and avoidance of litigation."
Thank you for many years of prompt and professional service.
Judith C. Reid
Vice President
Stan Siegel
"Once again, your guys have done a fine job. It's been a pleasure working with Fernando. Please share my compliments with him! Now that the gate has been buffed so beautifully, and the door has been refinished, it's a special pleasure just to come home."
Stan Siegel
Developers Processing, Inc.
"The maintenance manuals your company provides are a great public relations tool and helps developers layout better management practices for their communities. Homeowners and managers aren't typically equipped with the knowledge needed to maintain their community. As a developer it's our responsibility to provide them with information they need and your maintenance manuals are the ideal tool.
The manuals themselves are of no value without implementation. It is the maintenance manual coupled with ProTec's maintenance programs that helps developers avoid frivolous construction litigation by avoiding deferred maintenance. ProTec doing the maintenance and inspections called for in the manuals eliminates the guesswork, cuts out the middleman and insures the required maintenance gets done.
Most importantly with ProTec being the eyes and ears of the developer after build-out, developers can be confident that if problems arise, they will be the first to know about it and can take care of the problem, again avoiding any needless litigation.
Thank you for your dedication to our industry, it's these qualities that have made ProTec's program a huge asset to the home building industry."
Stacie Donahue
Bosa Development California, Inc.
"Our Company and related entities have been in business since 1966 and have been active in the San Diego and Southern California markets since 1998. Previously, we have been active in the residential development business in Washington, Oregon, and Hawaii. In San Diego, we have completed three high-rise residential projects - Horizons, Discovery, and Park Place - comprising 598 residences and representing a retail value of approximately $350 million. ProTec Building Services has played a role in each project in providing pre-completion services, building maintenance to the Association, and Maintenance Manuals for the project. The Maintenance Manuals are a particularly useful tool for ourselves and the Association as they provide operational, maintenance, technical, and troubleshooting insights to building systems, equipment, and facilities. We would highly recommend the requisition of ProTec's Maintenance Manuals for any project."
Eric Martin
Vice President of Development
Condo Management Magazine
"ProTec Building Services is unique because of their in-depth understanding of a successful community's needs. The core of the community is the physical structure and its proper maintenance. When that piece of the community is firmly in place, everything else seems to flow smoothly.
Dave Rauch, President of ProTec offers developers, community managers and board members the one irreplaceable key to insuring that the physical building structure is maintained in a way that eliminates lawsuits, headaches and budgetary surprises. ProTec accomplishes this through their proprietary Maintenance Manual and maintenance programs. They not only have written the book on maintaining the buildings, they also stand behind their words and implement the comprehensive programs they create. They "Talk the Talk" and then "Walk the Walk".
Dave Rauch learned his lessons well as head of maintenance for one of the largest community association management companies in the country right in Southern California. He became sensitized to the managers' main concerns; reliability and the minimizing of unexpected problems. Because he dealt directly with developer clients, their needs came to the forefront. They wanted to sell their communities expeditiously with the fulfilled promise of delivering a well-built and well-maintained physical structure. They wanted to eliminate the frivolous lawsuits that resulted from poor maintenance.
Working directly with the board members as the core client, Rauch clearly saw the struggle a non-professional faced when confronted with the fiduciary responsibility for maintaining a multi-million dollar asset. They desperately needed clear concise professional guidance in written form. Then, they needed reliable professionals to carry out the guidance provided.
Quite simply, that's what Dave Rauch created twelve years ago. ProTec Building Services created the most accurate and effective Maintenance Manuals in the Unites States. They are functional for community managers, developers and the ultimate end user, the board member. In addition, ProTec provides the qualified licensed personal to implement the instructions provided in the manuals.
As far as substance goes, it doesn't get any better than this. As far as style goes, you won't get it from what you are reading here. Just call the company and meet with any one of the team members or Dave Rauch himself. Then you'll understand what a pleasure it can be to deal with maintenance issues in a professional and successful manner."
Bob Biederman
Publisher
Shea Homes
"I am pleased to have the opportunity of providing a reference for ProTec based on our professional association over the past several years. I have found them to be honest and straightforward in their approach to working with both the developer and the association.
ProTec prepares an easy-to-use maintenance manual and provides the maintenance and inspections required in the manual. The maintenance capability is crucial to enable the developers and associations meet the laws and standards of today's housing.
ProTec Building Services will certainly be an asset to work with on any community association."
Marion Marcum
Community Relations Coordinator
Joe Turner Customer Service Consulting
"I am writing to let you know how strongly I support your efforts to work with our industry to create satisfied homeowners long after the sale has closed. You have a unique position in our industry. Where other vendors have relatively narrow offerings, I have found that ProTec provides a variety of related services that simply are not available from others.
Today, our industry thrives when our customers are satisfied throughout the home ownership experience. ProTec os one of the core group of companies that can assure that a builder's homeowners are satisfied.
I am particularly impressed with your Maintenance Manual product. While there are similar products from other vendors, only ProTec offers full implementation for the manuals. Without implementation, the manuals are shelf ware and. essentially, useless. Every single item in your Maintenance Manuals comes with the experience and the knowledge to keep the items in top condition. Further, I know that you back your professionalism up with a comprehensive errors and omissions insurance program plus full worker's compensation coverage."
Joe M. Turner
President
Barratt American
I am pleased to write this letter on behalf of ProTec Building Services who has worked with Barratt American for over eight years. We turned to ProTec in the mid-90's in order to help mitigate frivolous construction defect litigation, as part of our third party inspection program.
Today, they continue to work with us and have become a great asset to our company with regard to the implementation of the SB-800 requirements and are currently contracted to produce the Maintenance Manuals and to perform the related maintenance tasks on several of our sites. I believe they are the only contractor in Southern California that specializes in this type of work.
We have found their Maintenance Department to be very responsive, communicating well with not only the builder but also the management company. Their yearly inspection of the property assists us in clearly defining the maintenance responsibility requirements of the builder and the homeowner association alike.
I have had the privilege of working with the President of ProTec, David Rauch, since 1995 when he served as a member of the San Diego Building Industry Associations Construction Defect Resolution Blue Ribbon Task Force. David was also instrumental in the development of the functionality standards that are one of the bulwarks of SB-800.
Michael D. Pattinson
President
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