The Crossings at Avery

I am writing in response to my tenant’s claim against meComplaint ID *** This tenant called emergency maintenance on 06/19/(unsure of the exact time) to report her A/C unit was not cooling her homeOur Afterhours call center informed the tenant that her malfunctioning A/C unit was
not considered an emergency because of the cool temperatures that eveningOur website, as well as move in materials, clearly state the outside temperature must be at least 80F to constitute an emergency service appointmentTypically our call center informs us of all calls placed on the following day by fax or emailUnfortunately, this did not occurI was not made aware of her situation until 2:20pm the following dayI received a phone call from the tenant at 2:20pm on 06/20/During this call she stated that she had not had A/C since the previous nightPromptly after hanging up I began working on getting a maintenance professional to her homeMy regular technician was out that day due to a family emergency, but I was able to have a technician, from our sister property, stop out and troubleshoot the problemHe discovered the source of the malfunction was due to a cut A/C line, most likely caused by the landscaping crewOur property management software affords us the ability to text message as a form of communication between the office staff and residentsWe use it often, and most residents appreciate this convenient amenityI informed her, via text, of the cause of the problemHer response was “that is unacceptable”I let her know that it would be difficult to fix immediately, on such short notice, and inquired as to why she had not informed the office staff earlier in the dayI then received a phone call from the residentDuring this call she explained that she was a “working professional” and was unable call until 2:20pmAs a working professional myself, I completely understand the day can get very busy, but certainly there was a few minutes that morning to step away and place this important phone callAn email or text message would have been a quick way to inform us of the problem as wellDuring this phone call I also explained to the tenant that it had been a very stressful day, but I was working diligently to solve the problem and that it was a priorityI also reiterated that the outside temperature was below 80F and therefore not considered an emergencyThe tenant then proceeded to take a condescending tone with meShe stated that she would not be paying her rent until her problem had been solvedAfter a few minutes of unproductive dialogue I decided to end this hostile phone call and communicate via text message/email exclusively The tenant states that I would not give her a time frame for the repairAt that time of this call, I did not have oneI had not yet heard back from my regular maintenance technician as to whether this was a repair he could complete, or if it was necessary to contract it out It was determined that the repair would need to be made by a contractor, which I was able to schedule for that very same dayOur contractor *** *** *** came out at 4:pm on 06/20/He completed the A/C line repair by 5:30pmI did inform the tenant, via text message, that I would keep her updated on the repairs and I would no longer be communicating with her over the phoneShe claimed that my text(s) were harassment, so I chose to inform her through email that the repairs had been completed I do not believe this tenant is due any compensationThe A/C unit was repaired in what I would consider a reasonable time frameLess than hoursFrom the time my tenant called me at 2:20pm it was fixed within hoursWe take pride in our excellent maintenance team and have always done our best to make at The Crossing’s at Avery, a wonderful experience