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ComplaintsforHeritage Oaks Mobile Home And RV Park
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Complaint Details
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Initial Complaint
10/05/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
***Please see attached***Business response
11/03/2021
Business Response /* (1000, 5, 2021/10/20) */ Evening of Sept 27, 2021, tenant of lot #47 verbally communicated the AC unit was not blowing cold enough and request it to be fixed. Maintenance personal explained the need for a work order (and the location) to be filled out. Explaining the need to track maintenance and schedule repairs. Sept 28, 2021, The BRACE Construction Manager and Acting Property Manager received a phone call from the tenant in the afternoon. The tenant informed me it was "hot in her unit" and repeatedly ask "what are you going to do about it"? I informed the tenant the need for a work order. While inquiring about the severity of the issue the tenant became verbally abusive on the phone. As I was explaining that we would address her issue as quickly as possible. The tenant hangs up on me without further description of the issue other then "it is hot in the unit". Sept 29, 2021, the maintenance personal went to the unit in the am hours and took a temp reading of the air in the unit and it was reading around 73 which is a little higher than it should have been at that time of day. The temp reading was reported to me, and I made the decision to charge the unit with freon. The soonest a off site contractor would be available to address the issue was the first of the following week due to the temp reading that were provided. The decision was made to make the repairs in house. When the tenant was informed of the timeline the repairs would be made tenant again became very verbally abusive in front of the office. Additional staff was on property and requested to bare witness to the display of verbal abuse. Sept 30, 2021, a window unit was provided for increased comfort of the tenant while the supplies could be obtained to charge the unit. A temperature reading of 66 degrees was taken with a temperature gun. The unit was cooling without issue with the provided window unit. Oct 2, 2021, the unit received a partial charge. While charging the unit the manifold on the gauges became dysfunctional. The window unit was left in the window to maintain the temperature. New gauges were ordered with estimated delivery of midweek. Oct 4, 2021, new gauges were picked up. Maintenance was out on funeral leave. Oct 5, 2021, the unit was charged by me. The unit was running fine and blowing cold. The temperature reading was 64 degrees. The window unit was left in the window awaiting removal from the maintenance personal. Maintenance was out on funeral leave. Oct 7, 2021, that evening the tenant reported the unit not blowing cold air again. After troubleshooting the compressor was not engaging. A bare wire was found and caused a direct short to the hard start for the compressor. The wires were repaired, and the hard start could not be purchased till Monday. Oct 11, 2021, a new hard start was purchased and installed the unit has had not further issues. The window unit was removed. A work order was never filled out by the tenant requesting repairs. This is filed in the unit #47 file at the HO office.
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Contact Information
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.