1333 Canyon Apartment Homes

Initial Business Response /* (1000, 10, 2015/11/19) */
Contact Name and Title: [redacted] - C.D.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@FPIMT.COM
After researching this issue our documentation shows that on 7/30/2015 a work order was placed by [redacted] for an A/C problem. On...

7/31/2015 our maintenance team was in response to this work order with [redacted] brother being home. Due to our A.C units being located on top of our roofs an outside vendor was needed to be contacted. We contacted the A/C vendor promptly, the soonest they would be able to come out was on 8/3/2015. On 8/3/2015 our vendor came out to test the A/C unit needing access to enter [redacted] apartment with no access due to the keys we had on file not working. [redacted] was contacted immediately with no answer, no return call was made. At 10:56 am the leasing assistant attempted to call [redacted] once more before the A/C vendor left the property with no answer. [redacted] contacted the leasing office about 20 minutes later stating that her brother was home. At this time our vendor had already left. [redacted] our maintenance tech went to access the unit with no door answer to see if there was anything he could do. After this conversation, [redacted] called back saying she was going to call her brother and let him know. When she called back again, she said her brother had left he would return shortly, I let her know our vendor had already left. We will need to contact them to come out again. On 08/03/2015 the leasing agent left a msg on [redacted] voicemail letting her know the vendor would be out on 08/07/2015 to work on her A/C with no response. On 8/07/2015 our vendor came out to access the unit with no access. On 08/07/2015 [redacted] contacted our leasing office to ask what was going on with the leasing agent let her know that vendor came out we were unable to gain access again due to no one home nor a copy of your key. [redacted] asked why we didn't have a key, the leasing professional asked [redacted] "did you by any chance change the locks to your unit?" [redacted] said she did not. "You guys should have my key and was upset" The leasing professional let her know that the keys we had on file did not work. If she would kindly bring us a working key, so that we would be able to make a copy. On 08/23/2015 [redacted] contacted the leasing office to place a work order for her A/C. The leasing professional asked her if she was able to bring in a key to her unit so that we could gain access. She said no, the leasing profession told her we need someone to be home or a key to your unit to gain access. She said okay. On 8/27/2015 [redacted] brought in a copy of her key. We scheduled out A/C vendor to come out again. On 8/29/2015 our a/c vendor came out when attempting to enter the unit a dog was running around the unit barking. We were unable to enter due to the loose dog. The leasing assistant contacted [redacted] to let her know about the dog being loose. On 09/01/2015 our A.C vendor came out to access the unit again to complete the work order. On 10/06/2015 [redacted] contacted the leasing office to place a work order for her tub being clogged with no mention of her a.c. per our conversation log document you will notice that there were other things [redacted] contacted us regarding with no mention of her A/c or her keys. On 11/18/2015 [redacted] contacted the leasing office about her lease agreement with no mention at all about her A/C I asked her if there was still an issue with it. She said yes I asked her if we were able to go and check it out. She said yes please, I placed a work order, I let her know that if we were unable to gain access to the unit for any reason there would be a trip charge from the vendor. She said she would lock up her brothers dog.
Final Business Response /* (4000, 12, 2015/11/19) */
[redacted]Document Attached[redacted]
After researching this issue our documentation shows that on 7/30/2015 a work order was placed by [redacted] for an A/C problem. On 7/31/2015 our maintenance team was in response to this work order with [redacted] brother being home. Due to our A.C units being located on top of our roofs an outside vendor was needed to be contacted. We contacted the A/C vendor promptly, the soonest they would be able to come out was on 8/3/2015. On 8/3/2015 our vendor came out to test the A/C unit needing access to enter [redacted] apartment with no access due to the keys we had on file not working. [redacted] was contacted immediately with no answer, no return call was made. At 10:56 am the leasing assistant attempted to call [redacted] once more before the A/C vendor left the property with no answer. [redacted] contacted the leasing office about 20 minutes later stating that her brother was home. At this time our vendor had already left. [redacted] our maintenance tech went to access the unit with no door answer to see if there was anything he could do. After this conversation, [redacted] called back saying she was going to call her brother and let him know. When she called back again, she said her brother had left he would return shortly, I let her know our vendor had already left. We will need to contact them to come out again. On 08/03/2015 the leasing agent left a msg on [redacted] voicemail letting her know the vendor would be out on 08/07/2015 to work on her A/C with no response. On 8/07/2015 our vendor came out to access the unit with no access. On 08/07/2015 [redacted] contacted our leasing office to ask what was going on with the leasing agent let her know that vendor came out we were unable to gain access again due to no one home nor a copy of your key. [redacted] asked why we didn't have a key, the leasing professional asked [redacted] "did you by any chance change the locks to your unit?" [redacted] said she did not. "You guys should have my key and was upset" The leasing professional let her know that the keys we had on file did not work. If she would kindly bring us a working key, so that we would be able to make a copy. On 08/23/2015 [redacted] contacted the leasing office to place a work order for her A/C. The leasing professional asked her if she was able to bring in a key to her unit so that we could gain access. She said no, the leasing profession told her we need someone to be home or a key to your unit to gain access. She said okay. On 8/27/2015 [redacted] brought in a copy of her key. We scheduled out A/C vendor to come out again. On 8/29/2015 our a/c vendor came out when attempting to enter the unit a dog was running around the unit barking. We were unable to enter due to the loose dog. The leasing assistant contacted [redacted] to let her know about the dog being loose. On 09/01/2015 our A.C vendor came out to access the unit again to complete the work order. On 10/06/2015 [redacted] contacted the leasing office to place a work order for her tub being clogged with no mention of her a.c. per our conversation log document you will notice that there were other things [redacted] contacted us regarding with no mention of her A/c or her keys. On 11/18/2015 [redacted] contacted the leasing office about her lease agreement with no mention at all about her A/C I asked her if there was still an issue with it. She said yes I asked her if we were able to go and check it out. She said yes please, I placed a work order, I let her know that if we were unable to gain access to the unit for any reason there would be a trip charge from the vendor. She said she would lock up her brothers dog.