Redoak Real Estate

Complaint: ***I am rejecting this response because:throughout our time in this house we have never complained about the thermostat that was initially given to us in the home, Joe, from Christiansen changed out the thermostat because it was old, it was never requestedHe changed it out because the one we had didn't read the temperature correctly, so he changed it for us without being askedThe only thing we have requested is that our air conditioner be fixed, our hot water heater, and our stove, and the other day when I came to the business itself for our plugs in the kitchen to be fixedI have receipts of all the emails we have sent you regarding our air conditioner which totals more than times which you have previously statedOne of the times you're staying is when our heat went outI do not understand how it is not considered an emergency when a home is degrees in the middle of Texas summer heat, regardless, you did call Christiansen, and you did pay the after hours fee which I do appreciateBut your information is incorrect and I have all the necessary email receipts to show that we have asked more than twice for our things to be fixed, even Joe from Christiansen's has said that the whole thing needs to be replaced because of how old the system is, it is not an unreasonable request to get an AC unit that works properly and does not go out every few weeksI also have a video/voice recording of my time in Red Oak the other day with Brian and Nella being very professional and kind, however Steve told me that "its lifeGo outside"All we're asking for is a system that works properly and doesn't go out every few weeks because instead of the landlord fixing said issue they're just covering it with band-aid. Regards,*** ***

The following response is from the owner:To Whom it May Concern, This letter is in response to a complaint filed by my tenant in [redacted].  The complaint indicates that five separate work orders have been placed for the air condition unit since November 2016.  My management company...

has only been asked to make three repairs for separate issues; one of these repairs was a replacement of a thermostat simply because the tenant did not like the old one.  We have repaired the blower motor (Dec 16) and the condenser (Jan 17).  Other than that no issues have been reported until this past Sunday night.  Red Oak received the notice on Sunday and scheduled the repair on Monday morning.  The company was unavailable until Tuesday morning, but this was not fast enough for the tenant.  They demanded after hour services.  The lease states that the management has seven days to make any repairs, but we have always made it a point to act the same day or the very next day if at all possible.  AC repairs do not fall within the emergency services within the lease unless there is an illness that requires it.  However, I told the management company that I would pay for the after hour service to ensure the tenant has air condition in a timely manner.  I voluntarily did this and am not required to do so.  The AC system is a bit older but is still very much functional when used appropriately.  The repairs have been minimal to this point, and our service company does not see any need to replace it yet.  We always do our very best to meet every maintenance issue in an extremely timely manner regardless of the authorized timelines set by the lease.  From the standpoint of the management company, air conditioning repairs are frequent during the hot months of the year. There are many factors involved with the AC that cause maintenance issues after all it is a mechanical object. We rely on [redacted] for our repairs. They are very good and have been in business for a long time. If an AC unit is no longer "fixable" they will inform us. I rely on their expertise. As stated by the landlord, AC repairs are not an emergency and repairs/replacement are the sole discretion of the owner (per lease). As a management company, we action repair request within 24hrs/next business day, well within the 7 day period stated in the lease. We do not wait on funds from owners to make repairs. We underwrite them to insure a quick turnaround on that repair. I can not, however, meet unreasonable requirements by tenants. If a tenant want's a repair done other than during normal business hours as stated in their lease, we require tenants to pay the difference of the after hours call vs a standard call. [redacted]Property Manager