Eller Capital Partners

I was condescended and ignored by the office staff of [redacted] apartments while I had no air conditioning for several days during a heat advisory.As of 7/27/2016 I am still without air conditioning. This is the end of the second full day without AC. During these days there has been a heat advisory issued by the national weather service for this area. This all began at 7pm on the 25th. I called the "emergency maintenance" line and didn't receive a call back until 1:33am on the 26th at which time I was asleep, but that is irrelevant because the voicemail that was left just said that they couldn't work on my AC at night. At 1:30pm on the 26th the front office staff told me my air "was fixed an hour ago" when I insisted that it wasn't and then she laughed at me and told me to just wait it out because it's an old AC unit. I then called the Eller capital partner phone number that is listed on google (+1 ([redacted]) and left a desperate voice mail describing my problem (it still has not been followed up on as of 6pm on 7/27) Several hours later when maintenance came they said that my AC was emiting a gas. They fixed that and then explained that I needed an entire new unit and that they would bring one today. I called the office this evening (7/27) at 5:28pm to ask about the new unit and if it was almost installed because I knew the office closed at 6pm, and I was told that the maintenance crew had already gone home and was spoken to rudely again by office staff. I posted about this on [redacted] asking for advice for getting businesses to pay attention and someone suggested that I go through the Revdex.com, so here I am. Desired SettlementI would like a sincere apology from your unprofessional office staff at [redacted], and would like to be refunded the rent for the days during which there was a heat advisory and I was without any form of air conditioning. Business Response Contact Name and Title: [redacted]-Ops. DirectorContact Phone: XXX-XXX-XXXXContact Email: [redacted]@ellerliving.comThe complainant is a former resident of [redacted] Apartment Homes ("[redacted]") located at [redacted] Road in Chapel Hill, North Carolina. She resided at this community from August 4, 2015 through August 7, 2016. An affiliate of Eller Capital Partners is the owner of [redacted] and another of its affiliates is the property management company.The complainant left a voice message using the after-hours emergency maintenance service line on July 27, 2016 at approximately 1:00 AM. The call was returned by the [redacted] on-call maintenance tech and the complainant was advised that the maintenance team would be available to diagnose the air conditioning system in the daylight. Due to liability and safety concerns, we do not make repairs to high voltage mechanical systems outside of daylight hours. The maintenance personnel arrived on the property at 8:00 AM and began responding to emergency calls in order of priority. The maintenance team had four service calls related to air conditioning and a concern of a gas leak. There was one available technician. The technician entered the complainant's apartment at approximately 9:00 AM on July 27, 2016. No one was inside of the apartment unit at the time. After trouble shooting the system, the technician added Freon, and moved on to the next service request. The complainant's apartment unit was a two bedroom unit on the second floor of the building. At the time in which the technician left the apartment unit, the thermostat showed a difference of six degrees between the setting and the actual temperature. The technician noted that it would take a while for the system to catch up and cool the apartment, especially given the outside temperature (the local area was experiencing a heat advisory). This message was delivered to the [redacted] office personnel since the complainant was not home at the time of the repair. When the office staff relayed the message to the complainant she became quite angry and disrespectful. She was advised that the maintenance staff would check on this system again. After receiving several rude and disrespectful messages from the complainant, she demanded immediate attention by noting that the maintenance staff was not attending to her needs and that she did not care about anyone else's service calls. It was explained to the complainant that there was one service technician and he was working on several similar requests at the same time, as quickly as possible. She again expressed her demand for immediate attention. When the technician was able to return to her apartment later in the day on July 27th, it was determined that the air conditioning system might have a leak and would need to be re-examined. In an attempt to keep the complainant comfortable until the system was able to be repaired, the property purchased a portable air conditioning system for the complainant's use while the air conditioning system was repaired.The office staff attempted to keep the complainant updated on the action plan to repair or replace the air conditioning system, however, she would hang up the phone or reply in a rude and unfriendly manner - ultimately communicating physical threats against the staff. At that time, the complainant was advised to communicate only by email or in writing and was not allowed to return to the business office.At no time was the complainant treated poorly by the staff, all of whom were highly professional and took extraordinary measures to keep her comfortable while her air conditioning system was being repaired.As of the date of this response, the complainant is no longer a resident of [redacted], has moved away from the area, and we consider this matter closed.