Complaints

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted my landlord back in June about my AC not working. They came out and looked at it. I told them that I had to keep the door open to the inside unit just to keep the house cooled. Nothing was done and case was closed. Problem still continues. Ac running longer than usual and having to keep door open to inside unit. This morning I get up and it is 80 degrees in my home and the outside unit is not running but it is inside. Called in an emergency request. Got a call back stating that since it was not 80 degrees outside ( which it is 78) that it was not an emergency. Had to cut my AC of since it was not working so it will be getting hotter inside.

  Business response

  08/18/2022

  Upon our purchase of the property on 3/29/2022 we have been faced with numerous issues that were not being taken care of.  We strive to make Lauradale a great place to live for our residents. Attached you will find documentation showing that our staff has addressed the residents issues each time we were called out.

   

  Original call came in on 6/14 and we addressed it on 6/14/2022, Our staff went out to the resident’s apartment and found that the unit needed freon.  They added freon to the unit and checked to make sure the unit was working before leaving. The work order was closed out and we didn’t hear back from the resident.

   

  On 7/12/22, another work order came in which we addressed. Our staff went out to the resident’s apartment and found nothing wrong with the unit. We didn’t hear back from the resident.

   

  On 8/9/2022 , On the day the resident called stating that it was 80 degrees in her home, she called the emergency line at 6:41 am.  The technician that was on call took the call and advised the resident that they would check it when they got to work. The resident proceeded to cuss our technician out using very foul language.  Our staff went to her apartment during working hours. Upon review this time we inspected the relay and the capacitor. We found that the resident had tampered with the cover on the AC unit so she could put a Hide-A-Key inside the unit.  We also found that the resident was running the AC with no filter. We provided her with a portable AC as the part to repair had to be ordered. At which time we were informed the items were on backorder. The unit was repaired as soon as we received the parts.

   

  Tampering with the HVAC unit is against her lease as well as running the unit with no filter. A lease violation was issued along with a lease violation for the foul language. We feel this complaint is retaliation due to the lease violations.

   

  As you can see from the above and the attached documentation, we did address the issue back in June and heard nothing back for almost a month.  In July nothing was found to be wrong with the unit.  In August, we found that the unit was not working due to the relay and capacitor being rusted and resident neglect/damage.

   

  The resident was given a portable unit and the HVAC unit was repaired on 8/17/22.  The relay and capacitor were ordered but were on backorder. The parts came in yesterday and the unit was repaired and was functioning correctly.  We do not feel like we should compensate the resident for her electric bill as the unit was repaired, found to be working properly and lastly, repaired due what could be considered damage/neglect caused by the resident.  As we all know, it has been extremely hot this summer and everyone’s electric bill has been higher than normal.

   

  Should you need anything further, please feel free to reach out to me.

   

  Respectfully,

   

  ******* *******

  Regional Manager

  REM Living

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