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Complaint Details
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Initial Complaint
07/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Our bathroom ceiling began leaking around 4pm, we tried contacting the company to get it repaired and the only Spanish speaking person ignored our calls and texts, when my mother began to get upset that nothing was being done she called the companies emergency line and the lady named, *************************** called my mother hysterical and had mental problems because we were frustrated that nothing was being done and ****** called to get our water shut down when its basic necessity to have water. She did not explain to us thwart it would mean to get the water shut off. Also the leak could cause electrical problems, an outage or even a fire she also hung up and tried to blame us saying we caused her a crisis, when we were just trying to get the help needed. Told us to stop bothering her and calling her.
Business response
07/18/2022
We are aware of the situation and as *************************** explained she had a mental breakdown that was triggered by the unnecessary non stop calls. Although our staff is entitled to confidentiality when it comes to her medical history, she does struggle with mental health issues. We do not condone how the conversations transpired and there are many parts missing which paint a more accurate story. It was completely unnecessary for the complainant to continue to call after they had already connected about the maintenance issue AND an online submission was in place. We are at the mercy of using only the vendors approved by the owners and the plumbing issue was resolved the next morning and receive Friday evening. Continual harassment by the complainant will not be tolerated. In fact this is the 3rd complaint the complainant has made in 1 day.
We apologize for how the complainant was addressed and ultimately the water leak from a different unit was rectified quickly.
There is no refund, as no funds were paid by the complainant regarding any maintenance, repair, etc.
Customer response
07/19/2022
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.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.