We have gotten quite a few questions so we want to try to address the most common ones.
Q. I have called Viking Management’s main number and do not get through, what is going on?
A. We are sincerely sorry for any inconvenience you have experienced. Viking was made aware that over the past two weeks there have been certain people that have called into the (630) 780-2927 number and get some of the following errors: Number not in service, error m55, error m202, and some have gotten nothing at all. Please be assured that we have been working with our phone company to try to figure out what was causing the variety of errors. These issues are impacting less than 5 percent of the calls to our main office. While any percent is too many, please be assured that we are working diligently to permanently resolve this issue. As of Monday, February 21, we believe we have all the issues resolved, as it appeared that the issue was being caused by unannounced system changes with our main corporate internet provider. RE: If you are calling The Oaks # of 630-837-8160, the office can direct your call to the appropriate department. And for those that were unable to participate in the trainings, please note that we respond to items put through the online portal first, emails second, phone calls third.
Q. The new management company is Viking Management Services, right?
A. Yes, the new management company is Viking Management Services a division of Palm Real Estate Ventures, Inc. Viking Management Services is a division of a larger company called Palm Real Estate Ventures, Inc. While the Viking division has access to all the resources of the main company, Viking was set up to operate independently. Please note that Viking, like many other companies, is an employee-based virtual office. Meaning all our employees work virtually or remotely.
Q. My Tenant called the Oaks Office or Viking and was advised that they must call the homeowner, why? A. The Oaks Improvement Association is a Homeowner Association and therefore Management and the onsite office can only deal with the Titled owner of the association. Tenants will be politely reminded that they must contact their landlord or the owner of the home.
Q. Why does the website have old management information still?
A. We do apologize that there was one {1} line on the contact page, on the Oaks website, that had the old management’s contact information. This line has since been removed.
Q. Why are certain things taking so long?
A. While we have been able to speed certain items up, we understand that other items appear to have slowed down, during this transition. Viking hit the ground running at the beginning of January, but hiccups with personnel & records from previous management, have occurred. Viking has been working diligently to address issues, as they come up, but we have also been working together to “Improve Processes & Workflows” so that Oaks can be more efficient & timelier. This transitional work is still ongoing, and we appreciate your patience & understanding.
Q. I see no improvement in the association, what is going on?
A. Respecting that during a transition, other than being told that there is a new company, and this is where to send your assessments, that owners are not always seeing what is going on. There is a great deal of work going on, and we respect that our owners may not be seeing everything & have questions. We encourage our owners to attend board meetings, as a plethora of information is normally shared during the meetings. And please be assured that we are: working to reconcile account information, for our 326 homes, we have also been working to improve Oaks processes, such as with parking permits and communications. We have also been listening to the owners regarding their frustrations & constructive comments so that we can understand where improved processes need to be implemented.
Q. I am an owner who can lease my unit. When will information on Leasing for approved owners be available?
A. For rental units, we have heard that the leasing admin process is not clear or is cumbersome. So, we have delayed rolling out the information to make it easier for owners, who are approved to lease their homes. Please note that we had hoped to push that out on February 1st, but due to comments and requests from our landlord owners, we are going to be pushing that out on March first.
Q. Maintenance items are not being taken care of quickly.
A. We have been working with maintenance to improve every step of the work order process and speed it up.
Q. How do I get last year’s statements for Taxes?
A. Unfortunately, neither the onsite office nor current management have access to prior management’s system to produce statements. We only have the ability the ability to produce statement from January 1, 2022
Q. What is the mailing address of the new management?
A. The address for new management is 1750 W Ogden Ave., #5994, Naperville, IL 60540. But everything for the Oaks should go to the clubhouse at 3000 Club Tree Drive, Streamwood, IL 60107
We hope this clears up any confusion.