Fisher-Fisher Realtors

We notified fisher fisher via email of AC unit was broken. We were told unit would be fixed next day but was not. Calls ignored.Fisher fisher did not fix AC in appropriate time nor was their response acceptable. Several calls were ignored, we were hung up on by an employee, another employee accused us of being the problem. Several issues in this house and we are constantly having to demand action on their part. The house at the moment is 90 degrees which is uninhabitable by law. They only offered a temporary unit after we called 10 times to get answers. We gave them plenty of notice to fix issue and we were ignored. We asked for them to pay for a hotel but they refused. Desired SettlementI want the rent prorated for the nights without air and apology from employees who hung up on us and accused of us of being the issue.Business Response We strongly disagree with some of the allegations made in Mrs. [redacted]'s Revdex.com complaint. The [redacted]'s emailed Fisher-Fisher for the first time regarding the AC not cooling below 77 degrees at 1:00 AM on July 3, 2014. This was a new HVAC system installed by [redacted] on April 1, 2014. When Fisher-Fisher opened at 9 AM on the morning of July 3rd, Mr. [redacted]'s email was read, a work order was generated, [redacted] was called and asked to do the repair that day, and Mr. [redacted] was called to let him know of the scheduled repair. Fisher-Fisher thought that the warranty repair was handled, as [redacted] did not inform our company that the necessary part was backordered. The [redacted]'s contacted our emergency line at 8:20 PM that night. At that time, they were given the phone number for [redacted] that had been scheduled to take care of the repair for further information. Mrs. [redacted] argued to the emergency operator that the AC had not been repaired and was told that there was nothing further he could do for her at this time. Our emergency operator then called [redacted], who is on our staff, to inform her of the issue. Before having time to call the [redacted]'s back, [redacted] immediately received a call from Mrs. [redacted] stating that they were very unhappy about the situation and wanted immediate repairs. The [redacted]'s had spoken with [redacted] and were told that the part for the AC was on order and that they could not find a solution before Monday, July 7th when the parts distributors were open again. That answer did not sit well with Mrs. [redacted], and she became very belligerent with [redacted] demanding immediate repairs. [redacted] then called [redacted] (the owner of Fisher-Fisher) and asked if I had any suggestions. I said that she should talk to the owners of [redacted] to find out if anything else could be done, to offer to purchase and deliver a stand up AC unit, give the [redacted]'s the option to call another AC repair company and have them reimbursed for the repairs, or to try to get permission from the owner to offer a hotel room. The owner could not be reached at 10:30 PM on Thursday the 3rd of July. All possible options were discussed with Mr. [redacted] that evening, and Mr. [redacted] agreed that the portable AC unit was their best interim solution until the permanent fix could be made. [redacted] contacted one of our subcontractors and told him to buy a stand up AC unit and deliver it first thing in the morning to the [redacted]'s house on July 4th. The portable AC unit was delivered to the [redacted]'s house by 9:30 AM on July 4th.The [redacted]'s were without any type of a/c for less than 24 hours. On Monday July 7th, [redacted] had found the part needed and fixed the AC by noon.[redacted] realizes that they should have contacted us to relay the information that the part was on backorder, but this communication was not delivered to us, so we could not anticipate the problem until that night when the [redacted] contacted our emergency line.I feel that we did everything in our power to take care of a bad situation on a holiday weekend and that Mrs. [redacted] did not appreciate that there could not be an instant fix on this and rashly made the decision to contact the Revdex.com with this complaint when she was angry on July 3rd.Consumer Response As I said in my complaint, I understand things break and need time to be fixed. What Fisher Fisher does not address in their response is the fact that the "emergency" person hung on on us which essentially gave us no point of contact for the emergency we were experiencing (90 degrees inside the house is an emergency in my book). As you can read in their answer they passed the buck to [redacted] who are merely the contractors and have no obligation to us. Fisher Fisher, who does have an obligation via the property owner, dropped the ball in the beginning when they did not follow through with the initial repair as stated by them they "thought" the repair was handled..it was not. They also neglect to point out we were without air for 5 days as the portable unit they delivered needed to be vented through an outside window but we only have an outside window in the bedroom - no where else in the house. I do n ot understand why they say we were only without air for 24 hours..this is not true. It is also interesting that there is no mention of culpability on the part of Fisher Fisher. While they did not cause the issue with the AC, their people did not help to diffuse the situation (beginning with the emergency person hanging up on me) and the call from [redacted] (also not mentioned in their response) only caused it to further escalate. Also there is not mention of prorating the rent (which [redacted] said she would look into) and I see there is no mention of an apology which we are certainly deserving for what they put up through. My only recourse - as Fisher Fisher has not been in contact regarding any of this - is to document the situation and submit my documentation to the home owner who pays for Fisher Fisher's services.Final Consumer Response Fisher Fisher has responded to our claim directly via email and agreed to prorate our rent for the days without air. Although the matter regarding the employee who hung up on us was never addressed, this case should be closed as we have accepted the prorated rent amount.