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:11/14/2023

  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 am having some issues with *****************. On Thursday 11/9/2023 at about 2:30 AM or sometime before that, the furnace in the house we are renting stopped blowing heat. I went to my property manager later that morning asking if they could get someone out to fix it so my 3 children could stay warm. My property manager told me that they could "try" to get someone out there to look at our furnace, but they would have to charge ME for someone to come look at it, and that I would be charged for anything that was or needed to be done to the furnace, and then sent me and my children home with a single space heater. Later that day a furnace maintenance person came out and looked at our furnace, he then decided that the entire furnace is older than I am (26 years old) and that he thinks the whole thing needs to be replaced. On Friday 11/10 I tried calling our property manager to see if they had a solution because my house was very cold and my small children were very cold, but I got no answer. We spent the entirety of the weekend without heat, and it has so far continued into this week, I called my property manager on Monday 11/ 13 to ask again if there was anything they could do for some heat, and I just got sent to her voicemail, so I left a message, and never heard anything back. I called again this morning, only to be sent to our manager's voicemail yet again.. My children are 6, 3 and 1 years old.. Most of my friends and peers have been telling me that what our property management company is doing is illegal because I have 3 small children and we have been without heat for 5 days now, and the rental is theirs, so I shouldn't have to pay for a new furnace to be put into a house that I am renting, and our rental company should be responsible for putting us in a hotel room or somewhere with heat, but every time I try to reach out, I get nothing in return. Please help us get to the bottom of this.

  

  Business Response

  Date: 12/18/2023

  ****** the tenant called in and said that there was no heat on 11/9/23 and asked to send someone out.  We said we would be willing to do that but warned them if it was the furnace filter that needed replaced then they would need to pay the service call fee.  If it was more extensive than just the furnace filter, then the owner would be responsible to replace or repair the furnace.  **** came into the office on 11/9/23 to report a problem with the furnace and showed us a picture that there wasnt ever a furnace filter installed.  We sent out a handyman to assess the situation and he said that the furnace needed more extensive work and we would need to send out a HVAC professional.  We offered the tenant space heaters and she said she would be ok with 1 space heater until the professional could diagnose the problem.  We then sent out ****** with South Fork Mechanical and he said that the furnace needed replaced.  We approved the bid with the owner and instructed ****** with South Fork Mechanical to order the parts and get it installed.  We were under the impression that the tenant was aware that the furnace was going to be replaced but there was a delay because parts needed to be ordered. We have had many instances over the years where another form of heat needs to be provided and we will offer space heaters to achieve another form of heat.  Currently the unit has had the furnace replaced and has proper heat.

  Customer Answer

  Date: 12/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************