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Preliminary Planned Residential Development Planning Commission Report; 5-21-19 Page 26 (cont.) C. Staff read through each of the complaints and there was nothing unexpected or alarming: complaints about how much rent is still owed, complaints about not getting a deposit check back soon enough, anger over a renter’s application being denied, complaints related more to communication between the parties rather than items of note. Nothing out of the ordinary and typical of any large property management company. Other than someone in a southern state complaining that the corporate office was located in MN, none of the complaints appeared to come from units actually in MN. D. And finally, per the BBB’s website regarding their own ratings, they note that “BBB ratings are not a guarantee of a business’s reliability or performance. BBB recommends that consumers consider a business’s BBB rating in addition to all other available information about the business.” Given the reasons listed above and given the City’s past (very positive) experience with this developer, staff has no concerns about Dominium’s commitment to excellence on this project or their ability to perform. 6. Specific to Pulte of Minnesota which has a “C” rating on the BBB website, we’d note the following: A. While the posting comes up as Pulte Homes of Minnesota, LLC, the rating and complaints shown on the BBB website are noted as being the “HQ Business Profile” and the “HQ Business Complaints.” Accordingly, the rating is for the national company as a whole and not the specific entity doing work in the metro which the City has had great success with in the past. B. Like Dominium, Pulte does a ton of work nationally under a number of Brand Names (Centex, DelWebb, DiVosta, etc). In 2017, the company closed on over 21,000 new homes, but that number fluctuates every year based on the economy. Taking a very conservative estimate of 15K homes per year nationally, 242 complaints from approximately 45,000 homes throughout the nation is a fantastic track record (0.52% complaint rate). C. Unlike other builders, Pulte has adopted an in-house “bible” for their building standards above and beyond the building code. Employees are incentivized via bonuses for acquiring materials that exceed minimum standards, meeting all building deadlines, and delivering a complete home with no follow ups needed. Pulte also employs a consulting firm to conduct surprise inspections of on-going developments as a quality assurance component.