Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into a townhouse with a 2-year-old around two months ago. This is my first time renting a home; I often live in apartments, so I always want to be clear on what is required of a tenant for a house like regular upkeep as well as gain more clarity on what that ****** the property also has a one-year warranty on it. Moving Forward My air supply failed two days ago. I phoned the property manager to ask if they could get someone out right away to fix it due to me having a two-year-old. My baby and I were not comfortable inside because it was 79 degrees. I received a text from the property manager asking me an array of questions, one of which was whether I had changed my air filter in the previous 30 days. I was neither instructed how to replace them nor am I aware of what they insist upon. When we phoned her once more later that day, my father ended up telling me that he changed the filters for me a month earlier while he was inspecting other appliances. The landlord ends up phoning me and being quite hostile about how all of this information is stated in my lease and that "since I don't do that," which is changing the air filter, then I must also not know where the breaker box is, right?"I mean, she was quite nasty. I was attempting to gain clarification on what was covered in the lease agreement in terms of general maintenance, but she kept interrupting and stating it was in YOUR lease agreement ."IT'S IN YOUR LEASE AGREEMENT," she said in response to every query I had. I mean, the customer service is atrocious. The manager ignored everything I tried to say, insisting that the reason for the air shutting off was due to the fact that I didn't change my air filter as per my lease agreement. I tried desperately to clarify that father ended up notifying me that the air filter had actually been replaced within the first30daysmy arrival.To make a long story short, she set up HVAC service four days later, keeping me and my kid in a hazardous 80-degree heat.

  Business Response

  Date: 07/13/2023

  ********************** received a copy of her lease agreement that she signed and acknowledged on 03/05/2023. The lease agreement contains 2 pages of general maintenance, one of the items being that the tenant agrees to replace the air filters every 30 days. ********************** submitted a work order at 3:51pm on 5/15/23 that stated, "My air is not working and I have a 2 year old. It's very hot." It is standard operating procedure to ask questions to try to determine if the issue could be troubleshot more quickly than getting a technician out which can take several days. I responded to her 30 mins later asking if she had 1 thermostat or 2, which unit isn't working, what the thermostat was reading, and if she had replaced the air filter. She responded, "The upstairs is completely off . Like it's black nothing is on the screen . Downstairs I tried to put it on 60 to see if it'll work and nothing that one is just stuck at 77 and I don't know how to do that or what that even is . Was not shown that", which prompted me to call her to see if I could walk her through how to check some things while I waited to hear from the builder's HVAC company.

  The conversation did not go well. Rather than trying to work together to resolve this, she told me she was not going to check anything and requesting I read through the lease with her, and instruct her on performing general maintenance. I did tell her that she needs to refer to her lease. All of our tenant's sign an agreement acknowledging that they will perform general maintenance as listed. It is not the responsibility of management to ensure they read what they are agreeing to, or instruct the resident how to perform these duties. Nevertheless, I did try very hard to explain to ********************** how to check the air filter to no avail, and I did assume I wouldn't be able to walk her through how to check the breaker because of that. I told her that I was going to contact **************** again to see when they could be out there. ********************** called back with her father on the line, who did state that he had replaced them recently. When I was trying to explain why that is important to the function of a unit, ********************** became very aggressive and shouted at me, to the extent that her father had to calm her down on the call. 

  The next day, we finally heard from **************** who told us the earliest they could be out to inspect the unit would be Thursday 5/18/23 at 8am. That information was sent to ********************** at 2:54 on 05/16/2023 along with an offer to lend her several window air conditions in the meantime. ************************** response, "Thank you for offering that to me. We are going to go ahead and get a hotel for the next couple of weeks." After everything was said and done, the unit did have a breaker issue and it was resolved in less than 72 hours, not 4 days, with confirmation from ********************** at 11:23 on 05/18/2023.

  I would be happy to provide any documentation to support this response to ************************** complaint. I believe it is unfounded as we did everything in our power, and in accordance with standard procedure, to get ************************** issue resolved as quickly as possible.