From the moment a shareholder sends a complaint letter to the board, the coop is responsible and liable to resolve the issue/violation.

It doesn't matter that the shareholder is being perceived as a pain. The corporation, via the managing agent, must schedule an inspection of the apartment below to assess claimed damages - and try to defuse the situation.

Every shareholder has the right to renovate his/her apartment, without damaging other units.

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What happens when the complaining unit makes incorrect statements and accusations and doesn't allow contractors in unit to correct or solve problem. just plays the victim role and demands job be shut down.

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Was his unit inspected? Was damage caused?
Not allowing anyone in his/her unit can forfeit his claims. Your managing agent should document everything.

It would be best to seek legal counsel in those situations. I am not an attorney, but speak from past experience.

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I’m not a lawyer either, but we have a shareholder who sounds EXACTLY like your downstairs character and our Board has been learning the hard way. It sounds to me as if you are on your Board? Bottom line is that documentation of everything is key, and since this interaction seems headed toward a legal interaction, that documentation must be performed correctly and consistently. Check the Proprietary Lease for the acceptable method of sending notices, typically a standard paper letter sent by certified mail. My advice is to print out two copies of each of the complainant's e-mails. Keep one copy in a file for later. Respond to each e-mail with typed hard copy letters referencing the e-mail specifics and send those letters by certified mail, return receipt requested. This way if your recipient gets the letter, you get proof of delivery, and if your recipient refuses delivery, you get your letter back as proof that you attempted delivery. Most leases are written such that the simple act of sending a certified letter is taken to mean it was received whether or not the recipient actually takes possession of the letter; this is so that people cannot simply claim no notification by refusing the letter. Keep a separate hard copy of your responses attached to the USPS postmarked certified letter receipt in a file for proof that you responded to the complainant. Restate the complainant’s issues in your responses and state what you need to do to resolve the issue, ie the superintendent needs to enter the apartment on a specific date and time to inspect this damage. Then when the complainant refuses to allow entry, send another certified letter documenting that refusal. Write these letters as if you are reading them out in court in front of a judge, as that is eventually what will likely happen here. Once you have several letters proving that you tried to resolve the issue by entering the apartment but faced refusal, notify the complainant that the Board is concerned that the complainant is obstructing necessary access to assess possible damage (his or her claim) and is placing others at risk (in the event that there really is substantial damage) and then send notice that the Board must force entry if necessary (at the complainant’s cost) to inspect and follow through. The Board has a right to enter with adequate notice, and a responsibility to enter if there is reason to believe that there is structural damage occurring to the building due to the renovation work. Documenting all of the communication is the difficult and time-consuming part and if it’s not done, you will regret it later in court. Note that e-mail is not very useful in Housing Court as it’s difficult to enter as evidence in a busy court and the complainant only has to say “I never received that e-mail”. One needs printed paper, and unless the Proprietary Lease specifically authorizes alternative methods of delivering notices, you will not have any hard evidence of your attempts to resolve this. Good luck.

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I’m not a lawyer either, but we have a shareholder who sounds EXACTLY like your downstairs character and our Board has been learning the hard way. It sounds to me as if you are on your Board? Bottom line is that documentation of everything is key, and since this interaction seems headed toward a legal interaction, that documentation must be performed correctly and consistently. Check the Proprietary Lease for the acceptable method of sending notices, typically a standard paper letter sent by certified mail. My advice is to print out two copies of each of the complainant's e-mails. Keep one copy in a file for later. Respond to each e-mail with typed hard copy letters referencing the e-mail specifics and send those letters by certified mail, return receipt requested. This way if your recipient gets the letter, you get proof of delivery, and if your recipient refuses delivery, you get your letter back as proof that you attempted delivery. Most leases are written such that the simple act of sending a certified letter is taken to mean it was received whether or not the recipient actually takes possession of the letter; this is so that people cannot simply claim no notification by refusing the letter. Keep a separate hard copy of your responses attached to the USPS postmarked certified letter receipt in a file for proof that you responded to the complainant. Restate the complainant’s issues in your responses and state what you need to do to resolve the issue, ie the superintendent needs to enter the apartment on a specific date and time to inspect this damage. Then when the complainant refuses to allow entry, send another certified letter documenting that refusal. Write these letters as if you are reading them out in court in front of a judge, as that is eventually what will likely happen here. Once you have several letters proving that you tried to resolve the issue by entering the apartment but faced refusal, notify the complainant that the Board is concerned that the complainant is obstructing necessary access to assess possible damage (his or her claim) and is placing others at risk (in the event that there really is substantial damage) and then send notice that the Board must force entry if necessary (at the complainant’s cost) to inspect and follow through. The Board has a right to enter with adequate notice, and a responsibility to enter if there is reason to believe that there is structural damage occurring to the building due to the renovation work. Documenting all of the communication is the difficult and time-consuming part and if it’s not done, you will regret it later in court. Note that e-mail is not very useful in Housing Court as it’s difficult to enter as evidence in a busy court and the complainant only has to say “I never received that e-mail”. One needs printed paper, and unless the Proprietary Lease specifically authorizes alternative methods of delivering notices, you will not have any hard evidence of your attempts to resolve this. Good luck.

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