Complaints

• Initial Complaint

  02/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  2/19/23 - Furnace began making clicking noises but not turning on. Notified using Appfolio App messaging system for maintenance requests. Apartment temperature began to drop from ******************************************** office. Outside temperature 0 degrees.2/23/23 - Furnace still broken and not heating apartment, woke up to 52 degrees indoors. Requested maintenance, including photo of (now increased) temperature of 53 degrees. No response. I left for a camping trip and was informed via mass-text that maintenance would be entering some apartments for gas leak inspections. No reference to my furnace.2/25/23 - Furnace still broken and not heating apartment. I returned from camping trip to cold apartment. No response to follow up.2/26/23 - Requested maintenance again. No response. Double-checked breaker and pilot light for functionality.2/27/23 - Requested maintenance in the AM. 57 degrees. No response.2/27/23 - Requested maintenance in the *** 57 degrees indoors. No response. Received automated email requested March 1st rent being due.I have been without heat for ************************************************************* but none from the landlords. They were able to communicate using other methods but not in reference to my maintenance requests. Early in the contract I was informed to use the App to request maintenance in order to keep a record. Water is still coming hot, bill is paid. Gas bill is paid. Furnace belongs to landlords.

  Business response

  03/13/2023

  There was an internal problem with our system that didn't send a notification that there was a maintenance request. As soon as we got the phone call the problem was taken care of and the tenant's heat was fixed. We apologize for the issue, and I believe that the notifications should come through in the future. This was definitely an error that we didn't expect to happen and certainly didn't want the tenant to be without heat for as long as he was. Should you have further questions please feel free to contact me or Zahe at ************.
  
  Thanks 
  
  ****** Hand
  Office Manager
  On Time Financial
  Right Price Auto Sales DBA
  ***********************
  ************ (Phone)
  ************ (Fax)
  

  
  

  Customer response

  03/15/2023

   
  Complaint: 19513119
  
  I am rejecting this response because: the furnace has been temporarily fixed, and requires me to manually plug and unplug Electrical wiring inside the furnace unit to make it run. Maintenance has not been completed.
  
  Sincerely,
  
  *******************

*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. ↩