Hello Waylon D. (02/28/2014)-
Our records show that your heater has been working since day one of your move in. We were unaware that it was not reaching the desired temperature until the second week you were in the property. The day you submitted the work order, we contacted an HVAC company to call you directly to schedule a time to address the issue as you stated you wanted to be there for the repair. We were advised by the HVAC Company that your heater was working but that it was working double time due to the compressor going out and it was currently only working off the heat strips. Therefore, they rescheduled a time that worked for you to come back out and install a brand new A/C unit on the 12th (9 days prior to your original review below). We were advised from the HVAC company that you stated that there was now something wrong with the thermostat and rescheduled another date with them, which you failed to inform us of when you called to complain about them rescheduling on you for that appointment. Although, there is no excuse for them rescheduling their appointment with you several times, they were able to confirm that there was nothing wrong with the thermostat. The owner compensated you for the time and inconvenience of the repair by paying your power bill from your move in date through the date the repair was confirmed completed. If you could explain why you feel the owner should compensate you for more than that, I have no problem going to the owner with the request. Also, I appreciate your suggestion and I have and will continue to be fair to all my tenants as well as to my owners.
Kindly, Kim O'Reilly (Property Manager)
Hello Waylon D. (2/26/2014 - We apologize if you feel our company has not been professional with your heater request. My records show that a new heater was installed and working on 02/12, 9 days prior to you leaving this review on Yelp. Also, I don't think it is fair to insinuate that we do not care or that we did not do our job in this situation. Our records show that we contacted the HVAC Repairman the day you submitted the work order. You requested to be home during the repair, so we left it up to you to schedule a time with the repairman that worked best for you. Our email that was sent to you that day and after we contacted the HVAC Company, stated that we called three different companies to get someone out to fix your heater but due to the unexpected cold weather they were all booked up with emergency calls. Your heater was in fact working at that time... just not to its full capacity, so they would not treat your work order as an emergency and come out that day. We understand that there was an issue with the scheduling as the repairman was only given a small window of availability from you. We offered several times to meet the repairman out at the property for you to speed things up, but you insisted to be there which we respected your wishes. We would like all of our work orders completed within 48 hours but we understand that sometimes things just happen. In your case, we asked the owner to compensate you by paying your power bill for the time and inconvenience it took to diagnosis the issue and install a brand new unit. I know you have had other work orders that were completed in a timely manner. In regards to the photos you posted of the neighborhood, we have no control over the area and you were in no way forced to sign the lease for this property. In fact we recommended to you and all of our prospects to view the property before doing anything to make sure that it is the area you want to live. You stated prior to signing the lease that you were familiar with the area and it was where you wanted to live. Moving forward, if you are ever unhappy with the way we are doing things, we are open to suggestions.
Kindly, Kim O'Reilly (Property Manager) read more