Many people have told me that the Berliner Mieterverein is a reliable and helpful institution, this has unfortunately not been my experience so far and I don't know how to proceed with them.
I've been a paying BMV member for 6 years, I'm the hauptmieter of the apartment that I live in.
I was referred to the "hauptstelle" and I sent the signed "mandat" + all requested information 19May20.
It took 4 months and many follow up emails + phone calls for them to initially respond by letter, where they unfortunately answered only a part of the questions and did not address all issues.
Since then I have had to consistently send emails, and call on the phone, I have provided all information whenever they asked for it but today, 10 months later, they still have not sent a letter to the hausverwaltung to address the issues.
The contact person simply doesn't respond to emails and when I call them (singular), they shout at me without actually addressing the issue. (before you think this is a cultural issue, I've been here 8 years, I know the difference between cultural dissonance and non-functional interactions, they are actually literally shouting at me.) The first time we spoke on the phone it became clear very quickly that they were overworked and not in a place where they could be helpful to my issue but I thought if I stay reasonable and solution oriented, we could figure it out. Unfortunately, this has not proven to be the case.
After trying fruitlessly to engage with this representative, I gave up hope on 22Jan21 and I sent a letter of complaint and requested a change of "mitarbeiterin" to the mieterverein, I've sent 5 reminders since and heard nothing. I also called the regular help line at the end of March but was told that "I need to be patient" and "until the letter was answered they could not do anything for me".
What can I do? The issue is still open and time is passing, I'm worried that I will lose my right to object and request rent discount if this drags on.
Does the mieterverein actually have an obligation to fulfill their mandate? If they don't respond to me, as is the case now, can I hire another lawyer at their costs? Is there a larger institution where I can file a complaint?