Throughout the day on February 10, the management of Concierge Apartments provided confusing messages to residents of buildings 400 and 500 on when they should return home. To be deemed safe, the buildings had to be approved by both the Rocky Hill Fire Marshall and the Building Inspector. The management began issuing messages to return after receiving clearance from the Building Inspector but before Fire Marshall had finished the inspection.
The Rocky Hill Building Inspector cleared the building in the morning.
At 11:30am, Concierge notified residents that “repairs in Buildings 400 and 500 have been completed and the buildings have passed inspection for return”.
Dear Residents of Buildings 400 and 500,
We want to sincerely thank each of you for your incredible patience, understanding, and kindness throughout this challenging time.
We’re happy to share that repairs in Buildings 400 and 500 have been completed and the buildings have passed inspection for return. We know how disruptive and stressful it can be to be away from home, and we are truly sorry for the inconvenience this situation caused.
We deeply appreciate the grace you’ve shown while we worked through this process. As a small gesture of appreciation, ownership will be providing a credit to residents accounts, along with other accommodations that we will share once more information is available. Additional details regarding this credit will be communicated shortly.
We are so grateful for your cooperation and support, and we are truly happy to welcome you all back home.
If you are currently staying in a hotel arranged through management, please plan to check out as you retum to your apartment.
If you need any assistance during your transition back or have questions, please don’t hesitate to reach out to the leasing office.
With heartfelt thanks.
Concierge Rocky Hill
At 1:05pm, residents of the apartments were told that they could return after 3:00pm, and to plan to check out of their hotels as they returned.
Dear Residents,
We know everyone is eager to return home. Please note that entry into the building will not be available until after 3:00 PM today.
If you are currently staying in a hotel arranged through management, please plan to check out as you return to your apartment.
Thank you so much for your patience and understanding – we truly appreciate it and look forward to welcoming you back.
At 2:05pm, they notified residents that “notices had been removed” from from the buildings.
Dear Residents,
All notices have been removed from the buildings 400 and 500.
If you’re currently staying in a hotel arranged through management, please plan to check out as you return to your apartment.
Thank you for your patience, and welcome home.
At this time, the Fire Marshall had not cleared the building for occupation. The Fire Marshal cleared around 3:00pm.
At 3:51pm: Concierge again told people that they could return.
Dear Residents of Building D and E,
First, we want to apologize for the confusion earlier today. We are trying our best to get everyone home as soon as possible and we acted too quickly. While we had passed our fire inspection when we sent out the earlier email, we had not yet passed all inspections from all building departments. We are pleased to be able to assure you that all inspections have now passed and we have confirmed that all residents in D and E (also known as buildings 400 and 500) are welcome to return home now and should make arrangements to do so.
We know that you all have many questions and we are doing our best to answer them. We also know that our responsiveness has not fully met your expectations. Moving forward, if you have questions your first resource should be our onsite management team. They can be reached via phone at 860-563-5300 or via email at conciergerockyhilloffice@twocoastliving.com
However, if you have something urgent and are not getting a timely enough response, we have setup two alternative hotlines.You can reach our remote support staff via phone at 860-955-3465 or via email at conciergehotline@twocoastliving.com
These hotlines will be monitored Monday to Friday from 10:30am Eastern until 9pm Eastern daily.
We apologize for the inconvenience this has caused and are happy and relieved that you can now return home. Please know that we plan to address all concerns, but our first priority is getting everyone home as soon as possible. Once all of our residents are home, we will be in touch with next steps.
Sincerely,
Concierge Rocky Hill Management
Concierge provided conflicting messages to residents about the timeline for their return. One resident shared privately that Concierge communicated to them they could remain in their hotel that evening. The resident said the hotel was told by Concierge that Concierge would not pay for additional nights, and the resident had to vacate.
I spoke with concierge shortly after 530 and asked if residents could check out of their hotels tomorrow. I was told absolutely. Our keys to our rooms were voided and I asked for new ones. I was then told concierge called them and said all guests HAD to be out by 9 pm and they would not pay past then.
Despite the confusion, many residents returned to buildings 400 and 500 that evening.
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