EPL INC

On October 31, 2017 a work order was placed for no heat. Permission to enter was not granted on the work order therefore the technician was unable to enter the home until the resident was there. Once able to enter the technician discovered the water heater had stopped working. Because the HVAC...

system is an aquatherm unit it requires hot water from the hot water heater to heat the air that is pushed into the home. The technician placed a special order for a new water heater. The water heater was delivered on November 8th and installed in the home that day. On November 13 another work order was placed for no heat. The technician attempted to gain access to the home twice over the course of three days, as this work order also stated no permission to enter the home. The work order was updated online with the message that the resident would need to contact the office to set up a time to enter or give permission to enter when no one is home. On Saturday, November 18 the resident came to the office to report that his heat was still not working. The maintenance technician was contacted and he then contacted an HVAC company to come look at the unit. When they arrived they diagnosed the problem as a bad heat pump and ordered the part. When the part was delivered and installed it did not work and they believed the part to be bad and ordered another replacement. On Monday, November 20 the HVAC company returned to install the second heat pump and discovered that it did not work either. Upon pulling the entire system out they discovered the interior coil was bad and the entire HVAC unit would need to be replaced. Because it is an aquatherm hydro system it would need to be special ordered. The company contacted the property manager on Wednesday the 22nd to inform the property that because of the Thanksgiving holiday the system would not arrive until the following Wednesday the 29th. The unit was installed on Wednesday the 29th and the heat worked fine. Every call was addressed in a timely manner and the proper contractors were called immediately when the situation required it. A space heater was provided and the resident does have access to a wood burning fire place. While a month seems to be excessive, the issues and conditions were changing and the repeated issue of “no heat” was related to two different issues that were addressed as quickly as possible.  We apologize for the inconvenience this has caused and we will be issuing a credit on the residents account for customer service purposes as we always try to put our customers first.

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Although we never realized that we did not give permission to enter the apartment, this resolution is fine. Out of all of the times we talked with the manager in person, we were never told that we need to give permission or that they tried entering. I never received any updated emails that stated this. The complex needs to work on communication. 
Regards,
L[redacted] C**