Johnny's Heating & Cooling

I very much apologize about the inconvenience this transition of ownership has caused. Your home was in a package of 141 homes that was sent to Service Star Realty to oversee just for a very brief period of time while it was changing hands between owners. Service Star did not purchase your home but...

an investor did and he hire our services to collect rent while the property was transitioning. We only had limited information during this time. This was the reason for the confusion over the rent payment but I am glad it was straightened out by our office.All communication including rent collection efforts were sent to you certified mail and it required you going to the post office to pick up the mail and sign for it. An inspection we requested by old owner and new buyer also wanted to see the home before close of escrow, so again, I am sorry about the visit that you felt were an intrusion upon your privacy but were a necessary part of the sales transaction. Service Star Realty did not conduct these inspections so I cannot comment on what happened at your house at that time.I also apologize but the new owner or new management company's information was never disclosed to Service Star Realty. We could not provide this information to you upon your request because we do not have it. I careful read your letter twice to see what it is that I can help you with and it seems that you are requesting the letter we sent to you stating that we no longer manage the property. It was just a simple letter stating nothing more than that 'we no longer manage the property'. There were no documents included with it. Andrea made you aware over the phone of the fact that we are no longer the managers, so she did not feel it was necessary to send letter again. If there is anything else I can help you with, I would be happy to do so.

[redacted],I apologize about that you were not aware of this expense up till now. It has been over 8 months since we had our vendor out there for the AC repair you are complaining about.I was able to find communication regarding this matter.This service request was an emergency service request from your...

tenant on a Saturday morning. We handle emergencies differently than regular maintenance. When it is a weekend emergency we do not even handle it but we have a 24/7 dispatch service who does the handling of the calls. This is in our management agrement/owner manual with you. They do not have access to our notes and your special request that are input in our system. When it is regular maintenance, we are able to call you for approval over $300. When it is an emergency, we do not. We act asap to help out the tenants. When it is weekend, our dispatch team sends the FIRST AVAILABLE vendor on their list. Our emergency gui[redacted]ine is specified in our management contract with you. We apologize that you were not aware of it.I am attaching the part in our contract that tells you  we will not call you for approval on emergencies.I will enclose the original service request received by our dispatchers below:Dear Service Star RealtyWe are writing to inform you of a new call with status of:EMERGENCYPlease review the following call details and take appropriate action:Property Information:Property Address:    [redacted]Caller Information:Name: [redacted]Phone:###-###-####Reason for Calling: Brief Description: ACProblem Description: Tenant states the the T-stat is not working.Special Instructions:Troubleshooting: Advised tenant to change batteries in T-stat and check the breaker.Call Notes:08/02/2014 - 11:43:02 AM : Tenant will check the breaker and the batteries and call back if further assistance is needed.08/02/2014 - 03:18:10 PM : Tenant never called back closing call to PM 08/02/2014 - 03:18:33 PM : Call Log Closed by Rudy Solano at 8/2/2014 3:18:44 PM08/02/2014 - 03:20:12 PM : Call Log Re-Opened by Tobi Evans at 8/2/2014 3:20:23 PM08/02/2014 - 03:21:28 PM : [redacted] called back on behalf of the tenants, his ####-###-####08/02/2014 - 03:23:16 PM : Cannot LVm for [redacted] as his VM is full.08/02/2014 - 03:48:46 PM : [redacted] called back and states he reset the batteries but this did not change the status. NT asked if the [redacted] checked the breakers. [redacted] said no. NT also informed [redacted] that someone has to be at the home in order for us to dispatch. [redacted] said his mom and room mate are in San Diego until Monday or Tuesday. [redacted] said he will go back over to his moms house and check and reset breakers and then he will call NT.08/02/2014 - 04:00:38 PM : The T-stat has a hold button on it that will not allow it to go below 80 degrees.08/02/2014 - 04:01:47 PM : The fan inside the air handler is not blowing air through the system.08/02/2014 - 04:02:43 PM : A/C >85 Current 93° F 79° F to 93° F08/02/2014 - 04:21:52 PM : East Valley Refrigeration : LVM for vendor08/02/2014 - 04:55:48 PM : East Valley Refrigeration : GaveALL TIMES ARE STAMPED AND RECORDED AS MOUNTAIN STANDARD TIME (MST).Thank you for allowing us to be of service!Sincerely,The CSR Team

This is not a customer service issue. Service Star Realty is managing the property but the owner of the property is the one that is responsible for the repairs. The owner is not performing these repairs and is not going to replace the entire roof. The owner of the property is not obligated...

to perform any repairs and the tenant has their right per the AZ revise statutes, Landlord tenant Act, to take the necessary steps allowed by law in this case to protect themselves. These steps may involve giving proper notice and perhaps moving out. However, Service Star realty cannot advise tenant on these actions. The tenant cannot force the landlord to make these repairs. the tenant has other remedies according to the law and needs to seek legal action. We have tried to facilitate conversation and ask owner to do the repairs but to no avail. This tenant needs to consult their rights outlined in the statues, make an educated decision on how they want to proceed, seek legal advice, and tell Service Star realty what action they are going to take. And again, this is not a customer service issue but a legal issue and an impasse between property owner and tenant. this is not something that Service Star can resolve without the tenant making a decision what they are going to do next. We are looking forward to hearing from the tenant by way of a proper legal notice.Thank you,

Hello,We very much regret you did not win the property you applied for. Our application terms are clearly posted on our website and these terms were agreed upon and signed by you. The terms contain the following: We take 3 business days to process an application after we receive all supporting...

documentation. The application fee is not refundable in any case. We do not take applicants on a first come first served bases but select the most qualified one. "we will process applications for consideration as to what we (in our sole discretion) deem the best applicant, which may not necessarily be the first application received. In such cases, more than one applicant may be approvable, however only one will eventually be approved. Because Service Star Realty represents the best interest of the rental property, applicant accepts and understands the necessity for Service Star Realty to expend time and cost in obtaining credit reports, criminal reports, and other administrative costs. Hence, our policy that the application fee is non-refundable. " (from our website [redacted] and in our terms of application)In view of this:7/15 we received your application - incomplete.7/18 we received your supporting documents7/20 we gave you our decision in writing.We have completed the application as outlined in the terms. The screening was paid for and completed. We received an additional application that was more qualified than yours.The application fee I am afraid was spent and we cannot refund it. We are very sorry you did not win the home and we wish you good luck in finding another home for your family.

I understand that they no longer manage the propherty. However they did not handle the situation properly. I still have not received a call from some one in management.