Response from Janet StevensMoore on 6/30/2021

Dixi. I am so sorry to hear of your dissatisfaction. In the 45 plus years that I've been a licensed and practicing Realtor, it has always been my goal to provide the best service possible to my clients. I am truly sorry your experience was so distressing. In fairness, I would like to point out something here. This is not an "excuse", but hopefully it will explain to you why you experienced some of what you describe. From February 8th through March 17th of this year I was extremely ill with a serious case of Covid-19. My husband and I were both hospitalized, more than once. I was not even able to talk to my family on the phone. When I returned to work I was only able to put in 3 hour days for the first two weeks. My staff did their best to handle all of my return calls which I thought was explained to you. After 35 days in my home and an additional 35 days of “Covid Brain Fog”, I can honestly say that, though I tried my best to keep up with what was going on, I most definitely was attempting to work through an impaired condition. My memory was impaired, and it was almost a miracle that both of us got through it. We have never been so sick in our lives. To make matters worse, my office manager's entire family had Covid at that time as well, so the people who would normally have been able to help more were also dealing with mothers and brothers who had this terrible illness. I would also like to remind you that on our end of the transaction, we were dealing with a title company and escrow other than our in-house services, which was the choice of the Seller and their Broker. From the moment we had a deal, the title company was non-responsive in addition to the agent’s lack of communication. We were forced to go through our local title representative to reach the VP of the title company in Joshua Tree. That is the only way we were able to move this forward for you. We were told by the title escrow officer that she was too busy and she would get to us as soon as humanly possible. I mentioned to you we had never been treated that way and she was obviously reprimanded by her superiors because we received the needed documents within 48 hours of going to the powers at the top of the title company. When we didn’t have answers from the other side, it was frustrating for us to keep telling you that we were trying to get answers. Now, none of that is an excuse except the above paragraph regarding escrow and title. This is a business, and a customer deserves the finest of care -- no matter what the personal trials of their Realtor might be. Your description of the lack of care and service you experienced troubles me, as it is the exact opposite of what I've always strived to provide. Once again, I apologize that we fell short of your expectations, and wish there was something to be done to change that feeling. I believed you were aware of the Covid situation in my home and my office, but perhaps you were not. At any rate, I simply want you to know I am sorry you had such a bad experience.