Urbanwood, Inc.

Initial Business Response /* (1000, 8, 2015/09/22) */
To Whom it may concern:
Ms. [redacted] is a tenant in a townhome property formerly managed by Urbanwood. Approximately two weeks after taking occupancy, she contacted us regarding a malfunctioning central air conditioning system.
Service was...

dispatched promptly and it was determined that the issue was a lack of refrigerant in the A-coil, due to a leak. The system was recharged. The property owner instructed us to obtain pricing for replacement of the coil as well as the entire system. Unfortunately while we were awaiting these proposals, the leak in the system required recharging twice more. Not having received any further instruction from the property owner and having a spending cap built into our management agreement, we were left with no other option than to continually recharge the system,
At all times we kept Ms. [redacted] apprised of the situation. We responded to multiple phone calls and emails. However, the volume grew to several of each per day or in a succession of days,
The weekend of Labor Day we received no less than 21 phone calls and as many e-mails. We spoke with her twice over this weekend, once to say that we would take $260 out of our own pocket to reimburse a motel stay and the second time to inform her that the property owner had finally authorized replacement of the entire A/C system. The phone calls and e-mails did not abate.
Finally we determined to cancel the management agreement as we could no longer tolerate this harassing behavior. We informed both the property owner and Ms. [redacted] on Tuesday, September 8". That Thursday, we received correspondence from her regarding the condition of other appliances at the property.
Throughout this entire situation, we have attempted to proceed in good faith. I think this is most evident in our unsolicited willingness to take what amounts to several months' worth of our management fee to provide lodging accommodations,
Urbanwood prides itself on the strength of its communication. Like any business, we simply are not set up to process dozens of calls and e-mails regarding the same topic,
Sincerely yours,
URBANWOOD, Inc.
Chuck [redacted], CMCA@ Broker/Owner
Direct: (612) [redacted] Fax: (612) [redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Chuck would inform me that someone would be out to recharge the AC Unit. No one showed up. I'd call again and ask what was going on. Chuck states that he would "continually recharge the system." This is a false statement. I'd challenge this by asking him to provide proof. I spoke with the owner in person to question how many times Chuck contacted her regarding the AC Unit not working. The owner had no idea that the AC Unit was dysfunctional for over two months after the second recharge was requested.
Chuck never informed me of a $260 check. Chuck was informed that I would pursue legal actions if the AC Unit was not fixed. Telling a renter to deal with it isn't a solution to the problem. The following day, Chuck resigned from being the property manager.
Reputation is a company's biggest asset so you would think Urbanwood would avoid engaging in shady business. I'd question Chuck's credibility and Urbanwood as a property management company. I am asking for a one month refund in rent. Chuck has not responded to my request since mid-August. No mother with an infant should be told to live in a townhome at 80 degrees. I feel this is a reasonable request to Urbanwood's unacceptable business practice.