DARO Management Services, LLC

For about a month, I have had to endure a gas leak smell in my apartmentAfter the first week or so, I told management about the issue and a staff member came to my apartment but denied any smellIt has been weeks since then and the smell is still presentI had to call *** *** to check on the issue, and indeed, a pipe that connects the stove appliance to the gas pipe was not fully sealed and leaking gas

I am in receipt of your letter regarding complaint ID This letter is to provide you and the Revdex.com with additional information regarding the resident's concern.On 1/21/the resident submitted a work order stating her stove went outThe stove was replaced the same day and confirmed to be in
working orderBelow is a snapshot of all work orders for the residents apartment received between 1/1/and 3/5/17. Call ComplaintCategory Brief Desc Tenant Date DateAppliances Air conditioner broke and I will need *** *** 1/9/1/20/2017Appliances Stove went out 1/21/1/21/2017Life Safety Smell gas in the unit 2/26/2/26/2017 On 2/26/at 8:pm the Front Desk at the resident's apartment building entered an emergency work order because the resident stated she smell gasAt 11pm a Service Technician arrived at the resident's home to address the concernIt was determined there was a loose fitting behind the stoveThe fitting was tightened and the work order was closed outThe technician stated they would return the following day to ensure the fitting was still was still properly securedDocumentation of this work can be provided if neededIt is not included in this letter because it provides personal resident information.On Monday 2/27/at 12:am a follemail was sent to the resident noting the repair which had been completed a few hours earlier and asking for feedback via a survey.On Monday 2/27/at 11:am the resident responded to the email sent at 12:am stating she has endured the gas smell for the past monthShe was expecting maintenance to come at 8:am but maintenance did not come (it is important to note Maintenance was dispatched and inspected the issue the previous evening)She stated maintenance came to her apartment but could not detect any smell.Her family was visiting over the weekend and was concerned the issue was not being addressed and suggested she reach out to management again.She further stated that if she does not hear back from management by COB today she will call a professional company like ConEdison to do a full inspection of the stove/ovenShe stated she does not feel safe.On 2/27/at 4:54pm the Regional Manager responded to the resident's email from 11:29am and tried to schedule a time for maintenance to make the repairThis resident has pets and we are unable to enter without the resident home.It is important to note we request all work orders be placed online or through the Front Desk employees are not always able to respond to e-mails immediatelyIn cases of emergency like a smell of gas we request all residents call the Front Desk or Emergency Maintenance Hotline so the problem can be addressed immediatelyThe resident did not follow protocol.On 2/27/at 6pm after reading the email chain from the day I immediately dispatched emergency maintenanceFollowing the dispatch I contacted the resident via cell phone and asked if she would be home so that the technician could evaluate and if needed repair her stoveThe resident stated she would be home and that she already contacted *** ***I stated maintenance was on their way and would arrive within minutes.At 6:pm on 2/27/I received a call from the resident on my cell phone letting me know *** *** had just leftThey found the connection between the stove and the wall had a small leak and they turned off the gas to the stove and asked the resident to follwith maintenanceI then instructed the resident I would feel more comfortable having a certified plumber evaluate the concern and that I would try to reach the plumber that evening to schedule an appointment for the following morningThe resident stated she had to work but would be willing to stay home for a few additional hours to meet with the technician since she has dogsI advised the resident I would do my best to accommodate her schedule and that I would contact the plumber that evening.I then asked the resident if she needed to use a kitchen in a vacant apartment to cook dinner and she stated no she had plans to go out to dinnerShe thanked me for the offer.At 6:pm I spoke to the plumber who advised me they could inspect and repair the stove the following morning and would arrive between 8:and 9am.At 7pm I contact the resident on her cell phone to confirm the appointment for the next morning she thanked me and I advised her I would be following up after the plumbers had inspected and repaired the gas connection the next day.On 2/28/the plumbers arrived at 8:30amThey replaced the hose which connects the stove to the gas line and completed all work within minutes.On 2/28/at 11:am I sent an e-mail to the resident following up on the repairsShe stated she was not home but would confirm all repairs had been made when she got homeI have not received a response from this resident since 2/28/however since the resident was home while repairs and subsequent testing was completed, and there has been no additional communication from the resident we have closed the work order.Other than the information above we have no record of the resident advising management of the smell of gas. The concern has been addressed and management will be reiterating our policy regarding submitting work orders to ensure all concerns are addressed quickly and appropriately.Should you have any questions please do not hesitate to contact me.Sincerely,Carissa B***President Daro Management Services, LLC