Red Door Company

The hot water and heat have not worked in a week. Nothing has been done to resolve this issue and no one will connect me to a supervisor. On December 30, 2014 the heat and hot water in my unit stopped working. I submitted a work order with Red Door Company the next day and they sent a repairman to fix the issue. The heat worked for three hours before it was broken again, and the hot water was never fixed. I submitted another work order the same day. The repairman came back out the next day, January 1, 2015 and informed us that we needed a new water tank or the issue would keep occurring due to a leak in the tank. He said he would speak with the leasing company to get this fixed as soon as possible. On January 3, 2015, I sent a follow-up work order in the hopes that I would receive a response as to when the issue would be fixed. No response. I have called my property manager, [redacted] repeatedly and still have no answer as to when the issue will be resolved. I have lived without heat and hot water for showers for a week and still have no idea when the issue will be fixed. When I called to speak to a supervisor, I was directed to an answering service in Pennsylvania, who weren't able to connect me to a supervisor, as none are listed on their call list. To make matters worse, the temperature in my unit has been 57 degrees and temperatures are going to dip below freezing tomorrow. Still no resolution to this problem. My last phone call with [redacted] just occurred minutes ago. Not only do I still have no idea when I can expect basic utilities but she refused to connect me or give me the number to a supervisor and ended the call by hanging up on me. Worst customer service I have ever experienced. Desired SettlementI request that the total for rent be deducted for the time that my heat and hot water has not been working. I would also like for my repairs to be made in a timely manner, as a week without basic utilities and no communication from the property manager is absolutely ridiculous. Business Response Thank you for your inquiry regarding the issue with the heating system at [redacted] in Durham, NC. Red Door Company is committed to providing excellent and timely service to tenants and we appreciate the opportunity to give a thorough response.Red Door Company received notice of an issue regarding the heat and hot water on the morning on December 31, 2014. Within a few minutes of receipt of the notice, [redacted], the property manager, assigned the maintenance request to a local HVAC vendor. The HVAC vendor made contact with the tenant and went to the property. The vendor made repairs to the pilot light assembly on the afternoon of 12/31/14 and reported to [redacted] that the unit was working as expected.On January 1, 2015, the tenant contacted [redacted] and reported that the heat was not working. [redacted] contacted the HVAC vendor. The HVAC vendor contacted the tenant and went on January 1 to the property. While we were not privy to the conversation between the tenant and HVAC technician, it is our understanding that the HVAC technician instructed the tenant on how to relight the pilot light for the system and maintain heat generation while he was making arrangements to have the HVAC unit replaced.On Saturday, January 3, 2015, [redacted] contacted the HVAC vendor to get a status update. [redacted] was informed that the HVAC vendor had been working on the unit but ultimately the unit needed to be replaced. The HVAC vendor informed [redacted] that the type of heating system was a dual heating and hot water system, called a hydronic system, made by [redacted]. This type of system can only be ordered from authorized distributors and that he would not be able to get pricing information until Monday, January 5th, 2015 due to the holiday week. [redacted] contacted the tenant and informed them of this delay.On Monday, January 5, 2015, the HVAC vendor sent pricing information for the replacement heating system to [redacted]. As property managers, Red Door Company works for the property owner and does not have decision or purchase authority for major repairs. [redacted] contacted the property owner with the pricing for the replacement [redacted] hydronic heating system. [redacted] also provided the property owner with the HVAC vendor's contact information so that the property owner could contact the vendor directly. The property owner had several questions about the replacement and also wanted to have a review of the issue and recommended repairs by a trusted relative who is familiar with HVAC systems.On Tuesday, January 6, 2015, [redacted] spoke with the tenant on the telephone. Unfortunately, the tenant began using profanity directed at [redacted], so as per policy, she informed the tenant that all further communications would have to be via email. The tenant's mother also called [redacted] and was rude and threatening. [redacted] also informed her that she would only be able to communicate via email once the mother threatened legal action. [redacted] continued to update the tenant during the day via email. Subsequently, the tenant did apologize for the profanity directed at [redacted] in a later email.In the midst of the communications with the tenants on Tuesday, January 6, 2015, the HVAC vendor responded and answered the property owner's questions regarding the unit and the need for replacement. The property owner gave approval to replace the [redacted] hydronic heating system. [redacted] informed the HVAC vendor of the property owner's approval and the replacement unit was ordered. On January 7, 2015, the HVAC vendor contacted the tenant to make arrangements to access the property so that he could replace the failed [redacted] hydronic heating system. The unit was replaced with a new high efficiency hydronic heating system on the 7th of January and heating was returned to the property at this time. The HVAC vendor made additional adjustments on 8 January 2015 and will make a few minor adjustments during the week of the 12th to optimize the system.It is unfortunate that the tenant has gone without heat for a period of time and we sympathize with them. Regardless, there is no way that Red Door Company or [redacted] could have arranged for this repair sooner. Given the specialized nature of the dual heat and hot water heater system (the [redacted] hydronic system) and the timing of the New Year's holiday, it was simply beyond our control to effect a repair more quickly.

The rental home has high level of smoke residue and smell. It is causing health issues for my children. We signed a lease for a nonsmoking facility.We signed a lease to live in a smoke free facility. Upon move in, (*/6/14) we noticed distinct cigarette smell. We reported this to the broker, [redacted], who came to the property to investigate. He also noticed the smell. He claimed that the owner had never smoked in the home, but he later confirmed that she did smoke in that home. My wife and children are extremely allergic to smoke. We alerted the broker of this and asked him to clarify the Reddoor policy on situations such as this. He stated that it is Reddoor Company policy that they are a smoke free environment. We have signed a lease committing to the fact that it was a smoke free environment and that we are non-smokers. We have made extensive efforts to allow the Reddoor Company to aid us in a resolution but to date they have not resolved problem. We are not able to sleep in the bedrooms due to smoke. We are living on a third floor room shut off from the house to reduce the smokes affect. We have not been able to unpack any of our possessions due to smoke. The furniture is now ruined due to smoke smell. My wife experiences dizziness, nausea and shortness of breath due to smoke. My daughter (age [redacted]) has been suffering from headaches daily due to smoke. I have developed a raspy congestion due to smoke. My son and youngest daughter (ages * & *, [redacted] & [redacted]) are both suffering from sleep deprivation from sleeping on the floor since (*/6). We have contacted [redacted] daily to complain and seek resolution which he has not provided. We are now asking to be released from the lease agreement, want compensation for the costs of the mo Desired SettlementMy family moved into the residence on */*/14. We detected smoke smell and experienced strong health reactions immediately. We contacted [redacted] broker for Reddoor Company to have him investigate. He confirmed that although he thought the property was a smoke free environment, it proved that the owner was a heavy smoker. We had signed a lease to live in a smoke free home as my family is very allergic to cigarette smoke. Reddoor Company sent an expert in to confirm and he did confirm that the house is contaminated with smoke. Our health problems have persisted. My wife suffers from dizziness, shortness of breath and nausea. My daughter [redacted] (age *) has had headaches every day and severe fatigue. My son, [redacted] ( age *) has been suffering from nausea and sleep deprivation. My youngest daughter, [redacted] (age *) has been suffering from nausea and fatigue. We are not able to sleep in any of the bedrooms due to smoke. We have not been able to unpack any possessions due to smoke as we fear they will be ruined. Our furniture is ruined due to smoke. We are sleeping Ina third floor room shut off from the house to attempt to reduce the smoke inhalation. We have notified [redacted] Ina daily basis to have home find a solution. He has not resolved matter. We have asked Redoor Company to release us from the lease agreement due to fraudulent information and lack of full disclosed on the condition of the home. We are seeking a full reimbursement of our security deposit, months rent that we paid and reimbursement for our moving costs and furniture cleaning. We are in a horrible, smoke infested environment that is causing direct harm to my children and my wife. We seek release immediately and full refund of money spent. Reddoor Company has done nothing to aid us in these health concerns.Business Response September 1, 2014Revdex.comRe: Revdex.com Complaint Case# [redacted] (Ref#[redacted])To Whom It May Concern,[redacted] and [redacted] contacted Red Door Company regarding rental properties on June 23, 2014. Their first tour of the subject property at [redacted], [redacted], North Carolina was on June 25, 2014. The [redacted] loved the house. There was no indication of the smell of smoke in the house. The [redacted] applied for the property on June 27, 2014. A lease was executed on July 3, 2014 with a start date of August 1, 2014. The leasing broker, [redacted], met with [redacted] on August 1, 2014 to give her the keys and grant the tenants possession of the home. A walk through was done and at no time was the smell of smoke noticed or mentioned. The first concern about the odor in the house began approximately one week after the beginning of the lease when they tenant actually moved into the house. The tenant contacted Mr. [redacted] via email regarding the odor of smoke on August 10, 2014. Mr. [redacted] had no prior knowledge of any odor in the house, so he contacted the property owner to see if there was a history of smoking at the house. At that time, the owner disclosed that there had been smoking in the house and gave Mr. [redacted] a history of treatments that had occurred during the spring of 2014. This information was shared with the tenant.Mr. [redacted] scheduled at meeting at the house on August 11, 2104. At that meeting, Mr. [redacted] was able to detect an odor that was consistent with old smoke. This was the first time that he had smelled this odor at the house, presumably because the prior occupant had removed various filters and aromatic products, and because the house had been closed up for several days. After the meeting, Mr. [redacted] called the owner and asked what could be done about the matter. She said that she had two filtering machines that she would offer to be used at the house to filter the odor. Mr. [redacted] retrieved these filter systems from the owner on August 12, 2014 and placed them at the house on the same date.On August 13, 2014, I contacted the tenant about two separate companies that do treatments for odors caused by smoking in the house. Proposals were made for treatments to remove the odors in the house. On or about August 15, 2014 the tenants made the decision that they wished to vacate the lease. After discussions with the owner, a tentative agreement was reached between the two parties allowing the tenant to terminate the lease and refunding certain expenses. The Owner also agreed to pay for an odor treatment to remove any odor in the furniture and personal property of the tenant.The tenant has been searching for a new home to lease. At this time of this writing, the tenant has not found a property to lease. Red Door Company is regretful that this occurred to the [redacted], however it is not the result of any failure on the part of the company. Red Door Company had no prior knowledge that a smoker lived in the house and was unable to detect any odor of smoke during any of the agent's visits or showings, including the showing and initial walk through with the complaining tenant. Red Door Company is working diligently to address the tenants' concerns in an effort to resolve this problem. We have a tentative agreement of the parties and are waiting for the tenants to secure another property and vacate this one. We will continue to pursue resolution.