Callahan & Galloway Inc

Tenants moved in on January 27, 2017, to an updated rental unit.  The first reported issue with the air conditioner was on May 22, 2017 (we believe May 2016 was a typo, as tenants did not move in until Jan 2017).   The first reported issue with the a/c was remedied by our maintenance...

staff washing the outside condensing unit.  It is our understanding that cleaning the outside condensing unit solved the initial issue, as the air conditioner worked well without any reported problems until July 22, 2017, which was a hot weekend with recorded temperatures in the 100s.  July 22, 2017 was a Saturday and our tenant responsibly contacted our Emergency After-Hour call service.  Our on-call manager responded quickly to tenants via text and even gave tenants her personal cell phone number for easier communication.  Management immediately contacted [redacted] and got on their list for emergency repairs that same day, Saturday, July 22.  Repairman from [redacted] arrived for same day emergency service on Sat. July 22.  He washed the condenser and cooled the compressor (washed again 60 days later due to the abundance of debris from cottonwood trees located behind their house).  After these repairs, the unit was cooling and there was no further professional recommendation for future repairs or replacement at that time.   On Friday, September 1st, we received a repair request from the tenants at 4:15 PM.  [redacted] was called by our office and they responded after-hours that Friday evening.  The first mention of a possible faulty blower motor was made by [redacted] on September 1, 2017.   The blower motor was removed and oiled by [redacted] and property functioning on this date. Due to the likelihood problems would persist, [redacted] submitted a bid to replace the motor but they followed-up the next work week, recommending the entire system be replaced due to the advanced age of the furnace.  Callahan & Galloway contacted the property owner regarding financing a full HVAC replacement in the near future.  The tenants called reporting a/c problems again on Friday, September 22, and Callahan & Galloway’s maintenance crew quickly responded (within 3 hours) to deliver a back-up window a/c unit just in case the system was to fail over the weekend.  Our maintenance staff found the system ‘not running’ because the thermostat was set at 74 degrees and at that time it was below that temperature in the home.  [redacted] followed-up after hours on Friday evening 9/22 documented the system cooled to 75 degrees during a 100 degree heat index.  The [redacted] serviceman documented nothing wrong with the unit on this date.  Callahan & Galloway acknowledged that we would likely continue to have an ongoing problem with the air conditioner and encouraged the property owner once again to go forward with the total replacement on September 22.  The out-of-state owner responded on Friday, September 28, approving to finance the total replacement.   [redacted] was contacted early the following work week and a total replacement was scheduled for October 10.  The unit has been replaced and the job concluded the morning of October 11, 2017.  The first indication of any fault in the system beyond a dirty condenser clogged by seasonal debris was on September 1, 2017.  Furthermore after the acknowledgement of the faulty motor, the a/c unit was functioning and the tenants had air during the month of September as documented on two separate occasions by HVAC professionals outside our office/maintenance staff ([redacted]).  Additionally, every request the tenants made for repair our office responded and delegated same day service.   Three of four same day calls were made and responded after normal business hours, either on a Friday evening or Saturday.  Knowing the tenants had 4 children in their home Callahan & Galloway prides ourselves in knowing we were able to provide same day service for every A/C complaint made by the tenants (and is very grateful to [redacted] for their same-day responses). Callahan & Galloway has been in business for 20+ years and thrive to always have our tenants’ respect & loyalty.  We strongly believe our office and maintenance staff responded quickly, performed all jobs professionally and respectfully, and did everything in our power to accommodate the tenants.  We recognize recurring maintenance issues can be frustrating to all parties involved, especially tenants experiencing discomfort first hand.   We will continue to keep a professional relationship with the tenants during the remaining months of their tenancy and respect their decision and offer the necessary aide should they choose to sublease.