Residents Concerned About Turnberry Management
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Situation
Management at Turnberry has created an environment and working climate that conceals issues, fails to resolve problems, and lacks the high-caliber customer service expected by our community. In addition, reports of verbal abuse by management towards a number of staff members and residents expose a great risk and significant liability to the Turnberry Association, as well as its residents.
Solution
Residents concerned about the direction and professionalism of Management at Turnberry must unite together for a common, unified cause to present their issues to the Board so they can act and make decisions in a manner consistent with direction that is best for the Turnberry Community.
Reasoning
Emergency Procedures
The flooding incident occurred during the evening of Wednesday, February 13th and began around 10PM that night. The night shift security guard, Brandon Richardson, reported to duty at approximately midnight. He immediately began following the incident-reporting procedures as provided to him and as he was trained to handle. As part of this procedure, Maintenance Management was immediately contacted and Valet Management was informed to take action. At approximately 6AM, the Executive Manager was contacted via telephone and notified of the status. Residents were not notified of the incident until 10AM the morning of Thursday, February 14th, and even then only via a mass email. Individually affected units were not notified.
In addition, during the board meeting at Thurs, Feb 27th, it was brought to the attention of the residents that Turnberry does not have an Emergency Procedure. Although there has been discussion about one, Management has not formalized any procedure even though residents having been living in the Turnberry since 2009. The fact residents were not warned of the electrical hazard created by the flooding incident and did not know not to use the elevators until they became out of commission in the afternoon after the flood is but one example that a good Emergency Procedure could have avoided.
Management Communications
Turnberry Management’s unprofessional response was clearly demonstrated by its poor handling of the February flooding incident. Management’s inability to follow any emergency procedures and its lack of timely and informative resident communications were extremely disappointing. Moreover, residents with affected vehicles and storage units were not communicated with responsively, effectively, consistently, nor frequently enough. We expect much higher service at a high-end community such as the Turnberry.
Following the incident, residents who contacted the Management office regarding personal damage to their car or property were informed that their claims should be handled by their individual insurers. Not until Friday, February 15th around 12PM did uniform communication go out to residents, once again via mass email, that “the Association's insurance covers the common elements of the building and not residents personal property or vehicle.” Individually affected units were still not notified.
Furthermore, in multiple instances, residents discovered that their cars had been moved by valet services from P-6 to other floors of the garage so that they could be dried out with fans, although the residents had not been alerted that their cars were damaged.
Management Leadership
Another example of Turnberry Management’s unprofessional behavior was in its dismissal of staff following the flooding incident. Residents were informed during the Board Meeting on February 27, 2013, that the incident was being investigated and that no hasty actions would be taken until the conclusion of that investigation. Additionally, staff members were informed by Management prior to the Board meeting, and by a Board member shortly after the meeting, that no jobs were in immediate jeopardy. Despite those communications, Management took independent action to terminate employment of the security guard on night watch during the incident. This was done before completion of the investigation and without consent of the Board.
During the Board Meeting on February 27th, many residents were rightfully upset at the handling of the flooding situation. In response to the many inflamed reactions by residents, the Executive Manager failed to take responsibility. In fact, he cast blame on the staff suggesting that he was not notified in time to handle the situation.
Prior to that Board Meeting, the Executive Manager approached the security desk and concierge to inform them that no one was going to be fired. Immediately following the Board Meeting, one of the Board Members also approached the front desk to indicate that no hasty action would be taken. Yet, on Monday, March 4th the Executive Manager approached the Security Manager and directed him to inform Mr. Richardson that his services were no longer required by Turnberry.
Summary
We all understand that emergencies and incidents will and do happen, but it is how we react in the face of such adversity that reveals true character. The atmosphere created by Turnberry Management is unprofessional and abusive. It has resulted in poor communications between crew leaders and staff, and prevents the proper handling of not only incidents like the recent flooding but also operations on a daily basis. The subsequent reaction and communication by Management following the flooding incident was completely unacceptable for the standards demanded of Turnberry. Lastly, the blatant disregard of Board consent and desires to independently terminate a staff member without authority, nor fully-vetted merit, is a liability that Turnberry cannot continue to risk.
Sponsor
Residents of the Turnberry
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