Urban Living STL

Complaint: [redacted] I am rejecting this response because: Not once was I ever rude, upset yes, I have toddlers in that house!!! How would he like it if he had no air on a degree day for two days in a row and heard nothing from the person who is supposed to fix it all I wanted from them was some kind of communication and I got nothingOver the course of two days I called that office times!!!! Never got anyone to answer the phone, when I left I voicemail saying that I was going to call back every minutes until someone answered is when they finally called me backThis is the only time I spoke to themThis was 7/at amAnd he said that someone would call me shortly to set up a time to come fix itNo one ever calledNo one told me anythingHe never answered the phone when I called back or answered any emails until Tuesday 7/at 6:pm!!! That email he attached which is wrong I never spoke to the contractor in a rude way at allAll I was trying to do was get some sort of communicationAnd the email reads that he is threatening to not fix the air at all or address any concerns Sincerely, [redacted]

Complaint: [redacted] This until after my door is fixed and we are still waiting for the people upstairs to move when my door is fixed I'll feel more secure concerning this issue I am rejecting this response because: Sincerely, [redacted] ***

We are regretful that this claim is being made against our companyThis is even more shocking to us as have enjoyed working with Mrand Mrs*** for some time and we were working as fast we could to resolve their issueWe have never, and will never refuse to service, repair, or
replace one of our tenant's Air Conditioning units, especially when we are under an excessive heat warningMrs***'s claim is 100% falseI have attached the work order that was generated Sunday by Mrs*** concerning her Air Conditioning not workingI have also attached a screenshot of the work order which shows the timeline of things happening from the point she turned the work order inAs you can see, the work order was generated online at 3:P.Mon Sunday, at a time our offices are clearly closed as Mrs*** is awareThe following morning on Monday at 6:A.M., as soon as we saw the Work Order, we assigned it to our Heating and Cooling Company, *** *** *** *** and sent it to them via email to ensure they put it into their queue to complete as quickly as they could, just like we always do when someone's Air Conditioning is not workingWith the amount of problems that people in general are having during this heat warning there are naturally longer wait times, but we take pride that we get these work orders done usually within 1-business days even with the high volumeThe following morning on Tuesday Mrs*** called our office and spoke with a member of our staff who told her that we *** *** *** *** would be there as soon as they could, apologized, and encouraged her to be patient and to look for a call from the service technician later that dayI was informed she was wanting an updateAt 10:A.Maccording to our phone records, I contacted *** *** *** *** for an updateThey assured me that they would get there that same day (Tuesday) which was just business day from when we saw the work order even if they had to go out beyond their hoursAt 10:A.Mon Tuesday I called and spoke with Mrs***, and informed her once again to look for a call from our service technician later in the dayExtremely irate, she informed me that if our service technician had not called her by P.Mthat she was going to call her own Heating and Cooling Company, paying for the work and turning the bill into usI then instructed that she has the right to do so, but to please call me first for the bid price from her service technicianAt this point, we did not cancel the work order to *** *** *** ***We were confident they would be there that day as they have not let us down once in the past years working together. Mrs*** then called our office times Tuesday evening according to our phone records between 4:P.Mand 5:P.MShe left us several voicemails and sent several emails all with a harsh tone about the situationAt 5:P.Mi received a call on a private line from our service technician *** *** *** *** saying that Mrs*** called them and yelled at them and berated them so badly that they were not comfortable visiting the residence because of the hostility being shown to themApparently, she had the technicians phone number from a previou work orderFurther, the service technician, who had been repairing A/C units since A.Mwas just leaving StLouis County, to head back to StLouis City to repair Mrs***'s and other of our tenant's Air ConditionersIn years, I have never had this happen with this vendor for an A/C call, where they were berated so badly by a tenantI then emailed Mrs*** informing her that she made the situation incredibly worse for herself by treating our service technician so harshlyA copy of this email I sent is attached as well.This morning I created a new work order and submitted to a different Heating and Cooling companyA copy of this work order is also attachedHowever, this is an outside company, and we cannot guarantee a quick 1-day turn time for Mrs*** on thisAgain, we pride ourselves on the teams we have created here at Urban Living to get things done effectively and quickly The unfortunate issue here is that now Mrs***'s issue is only going to be further delayed because of the way she handled this. It is our wish to make Mrand Mrs*** happyWe do not want them to be uncomfortable in their homeAs soon as And it IS very hot here in StLouis at this timeHowever, there is a way to handle things professionally and a proper way to conduct yourself when speaking to peopleMrs*** failed to do so when speaking to both our staff and to our service technicianWe will pursue getting the A/C repaired at this property as quickly as this secondary company can get there. Our offices can be reached at *** for any updates you need.Regards,** ***Broker-AssociateUrban Living STL***

Complaint: [redacted]
This until after my door is fixed and we are still waiting for the people upstairs to move when my door is fixed I'll feel more secure concerning this issue.
I am rejecting this response because:
Sincerely,
[redacted]

This letter is in response to the Revdex.com Complaint ID# [redacted].  The tenant, [redacted], made 2 complaints and requested resolution on both:* Overcrowding in apartment above her* Lock Repair1. We contacted then tenants upstairs and have instructed them that they cannot have more than 2 people...

in the unit.  We have given them notice that they will need to move.  2. The issue with the lock would have already been taken care of had Ms. [redacted] not turned an incorrect work order.  We have made arrangements to have the lock repaired this week.  I personally left Ms. [redacted] a voicemail today asking her to call me to discuss all of the above.  I have yet to hear back from her.  Please forward any questions or concerns to my desk. Thank you, and from now on, email is a preferred way to contact us.  Please see below. Thanks![redacted]Broker AssociateUrban Living STL, LLC[redacted]www.[redacted].com

Complaint: [redacted]
I am rejecting this response because:
Not once was I ever rude, upset yes,  I have 2 toddlers in that house!!!  How would he like it if he had no air on a 100 degree day for two days in a row and heard nothing from the person who is supposed to fix it.  all I wanted from them was some kind of communication and I got nothing. Over the course of two days I called that office 21 times!!!! Never got anyone to answer the phone, when I left I voicemail saying that I was going to call back every 5 minutes until someone answered is when they finally called me back. This is the only time I spoke to them. This was 7/18 at 1036 am. And he said that someone would call me shortly to set up a time to come fix it. No one ever called. No one told me anything. He never answered the phone when I called back or answered any emails until Tuesday 7/18 at 6:10 pm!!! That email he attached which is wrong I never spoke to the contractor in a rude way at all. All I was trying to do was get some sort of communication. And the email reads that he is threatening to not fix the air at all or address any concerns 
Sincerely,
[redacted]