Hearthside Management

My air went out and hearthside could not give me time or day it would be fixed. They hung up on me, cursed me at me, and ignored my calls.Our air went out for the second time since we've been here since May on Saturday, August 20th. We call Sunday, August 21st because our house reached well over 90 degrees. We used the emergency number listed for emergencies after hours. We call the number 4 different times with no answer during the day. Then I call and someone finally answers around 8:30 pm to tell me we'll have to leave a message for the office to come out tomorrow morning to fix it and they will not be coming out tonight. He then proceeds to tell me "he's not listening to my [redacted] mouth" and hangs up on me. We ended up having to get a hotel for the night because it was so hot in our house. They refuse to reimburse me or take it off my rent because they say that our situation was not an emergency and that I "just want free rent". The whole office has been so rude saying that they "don't care about my rent" and telling me that the owners have every right to treat anyone how they want. These people truly do not care about their residents.Desired SettlementI would like them to reimburse me for the hotel stay which was $60. I did not want to have to leave my home, which I pay rent for, because they refused to answer the phone during the day and when we did get in touch with them, they refused to help us solve the problem and instead said we were lying about calling them four different times. I would also like a sincere apology for how they treated us.Business Response In response to the complaint issued against our company, we offer the following response.Tenant called Sunday evening at 8:06 pm according to the call log (dusk) this was the first call received from this tenant. Tenant reported that her ac was not working properly. She was informed that it was too late in the day to work on A/C as the repairperson could not get parts and it was too dark to see what they were doing. She was instructed to call the office and leave it on the recorder so we could give out the repair first thing in the morning. At this point the tenant asked "if I [redacted] expected her to stay in the apt" (I am paraphrasing with the exception of the word [redacted]). I told the tenant that "I was not going to listen to her [redacted] language" (this is an exact quote). Furthermore, she was told that the conversation was over and that I was hanging up. The tenant's statement that I was ignoring her calls is an untrue statement. I alone had the phone all day she was the 2nd call I received that day. Upon our conversation the next day I attempted to show her the missed call log at which point I was told "you can erase those". If I was going to ignore her calls all day, why would I accept the call at 8:06 and the subsequent call by her boyfriend at 8:10pm. I have no reason to doubt that they called a number, just not our emergency number. Furthermore, I never accused her of lying about calling the emergency line 4 times, as she alleged. However, she did accuse me of lying that I did not receive those calls. The next day the tenant had not left a message on our recorder as instructed the night before. Around 11:30 am I instructed our staff to call the number from the night before to see which apt it was so we could get the problem resolved. My understanding is that the tenant called or came in prior to our call. We sent the repairman out and the problem was resolved on Monday prior to the close of business. The tenant in her call and subsequent conversations with our office was a very rude individual, one of the rudest I have ever dealt with. To the point that one of the owners was ready to contact the police to have her removed from the office. When she did not receive the resolution she wanted that day, she attempted to slam 2 doors and called me an "[redacted]" (direct quote) on her way out of the office. To my recollection there was no mention that she was "just trying to get free rent" as she alleged. Our answering machine that gives out the emergency number informs our tenants that heating and air are not emergencies. The ironic part in this complaint is that we never stated that as "owners we had the right to treat anyone how we want". However, the tenant did acknowledge that she had the right to treat us poorly because "she pays us" (this is a direct quote). As for the resolution, we are not willing to pay $60 for a hotel bill. The AC was repaired within 24 hours. I do believe that this does denote prompt and good service for a repair issue. As for an apology, I am very sorry that I treated the customer with the same degree of courtesy and professionalism that I received from her that night. Should you have any further questions, please feel free to contact me or anyone at my office.