Sundance West Apartments

The management has had trouble maintaining the AC in working condition with having several days in a row with no AC during the day. It's hot out and I am home with two little babies so having no AC is troublesome. I have contacted the management office several times to ask if I can be reimbursed for buying a cooler and been told that no, I cannot since they are working on repairing the AC. However, it has been a week since that initial conversation with all my subsequent attempts deferred for later contact. What is more, the west entrance door to building one has been missing its lock since November of 2015 with promises of it being fixed no later than March 2016. As of today August 8 2016, that door is still not lockable, except for now it contains a lock that is not working, hence the door cannot be safely locked.Desired SettlementPlease make sure the AC gets permanently fixed with no intermittent functioning. Please make sure the lock to our west entrance door to building 1 gets fixed. Business Response Dear [redacted], We are in receipt of your complaint to the Revdex.com and would like to address your concerns.As indicated in your complaint we have experienced some challenges with the Chiller in Building 1. The week of August 1, the system was down on Monday and Tuesday and was restored Wednesday morning. The system worked until Monday, August 8, 2016, when it went down again. Our hope is to have the air conditioning system up and running today. Sundance West runs on a very large boiler and chiller system and any outages affect the entire building. Due to the size and scope of the system, parts are not readily available to be picked up at a local store. We have been in contact with our certified contractor and our on-site team has been working on the system. Unfortunately, no one in Reno had the necessary parts in stock to make the required repairs. We have ordered them and requested their delivery be expedited. We apologize for the inconvenience and are pursuing every avenue possible to get it back up and running. We appreciate your patience.Sundance West is in the process of implementing the controlled access system at which time all doors will require a key fob to enter. Until the system is fully operational controlled access is not available at Sundance West.We apologize for the inconvenience this has caused and are working diligently to resolve these issues, including working with qualified contractors to bring around a speedy resolution. If you have any additional concerns, please do not hesitate to contact our office at 775-826-5116.Sincerely,[redacted]Regional Vice PresidentConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Dear [redacted], Thank you for your response. As of today, August 14 2016, the AC issue is still not resolved and is becoming an even bigger problem for our family as we are struggling to fight the heat. In reference to NRS118A.380 of the Nevada Code, I would like to receive written confirmation that we shall be reimbursed for purchasing a cooler for our unit within a reasonable price, since more than 14 days have passed since the issue initially arose and more than 48 hours since my written complaint. Also, with two young children, we chose this apartment knowing that there was additional security with controlled entrance into the apartment building. With that said, we would greatly appreciate it if you could somehow get a temporary fix together for the entrance lock while we wait on the Key Fob system to be activated. Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Dear [redacted], Thank you for your response. It seems there is a lot of effort being made to improve the cooling system here in Building 1, just in time for the fall season's lower temperatures. Unfortunately, we have already extensively felt the impact of the hot weather having had no consistent AC since the beginning of August 2016. Furthermore, I regret to inform you that there have been AC gaps bigger than the 48 hour window you mentioned; in particular, the days of August 12 through August 14, which is a total of 3 consecutive days or 72 hours. With that being said, please address our plea of having an adequate reimbursement for the lack of the service included in our contract. It is great to hear you have a team working on the controlled entry system as we can imagine it must be a difficult task to change out an entry door lock. We continue to demand it being fixed as soon as possible, however, persuaded it has taken a bit too long to repair since it first went missing in November of 2015. Thank you again for your prompt response. Please respond on how to further work together in resolving the issues at hand. Final Business Response Dear [redacted]:We agree with your assessment that a lot of work is going in to get everything fixed. We appreciate all the hard work our vendors and employees are doing and are pleased to report that no further outages have occurred. With cooler temperatures approaching, it won't be long before we are taking the system down and turning on the heat.We truly appreciate the patience shown to us by our residents. The code cited does not include weekends or legal holidays. Therefore, we will not be issuing any compensation for the brief outage as it was repaired within two business days. Thank you for your residency and bringing your concerns to our attention.Sincerely,[redacted] Regional Manager