Initial Business Response / [redacted] (1000, 8, 2015/09/22) */ To Whom it may concern: Ms [redacted] is a tenant in a townhome property formerly managed by UrbanwoodApproximately 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 leakThe system was rechargedThe property owner instructed us to obtain pricing for replacement of the coil as well as the entire systemUnfortunately while we were awaiting these proposals, the leak in the system required recharging twice moreNot 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 situationWe responded to multiple phone calls and emailsHowever, 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 phone calls and as many e-mailsWe spoke with her twice over this weekend, once to say that we would take $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 systemThe phone calls and e-mails did not abate Finally we determined to cancel the management agreement as we could no longer tolerate this harassing behaviorWe 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 faithI 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 communicationLike 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 / [redacted] (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 UnitNo one showed upI'd call again and ask what was going onChuck states that he would "continually recharge the system." This is a statementI'd challenge this by asking him to provide proofI spoke with the owner in person to question how many times Chuck contacted her regarding the AC Unit not workingThe 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 $checkChuck was informed that I would pursue legal actions if the AC Unit was not fixedTelling a renter to deal with it isn't a solution to the problemThe 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 businessI'd question Chuck's credibility and Urbanwood as a property management companyI am asking for a one month refund in rentChuck has not responded to my request since mid-AugustNo mother with an infant should be told to live in a townhome at degreesI feel this is a reasonable request to Urbanwood's unacceptable business practice
Initial Business Response / [redacted] (1000, 8, 2015/09/22) */ To Whom it may concern: Ms [redacted] is a tenant in a townhome property formerly managed by UrbanwoodApproximately 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 leakThe system was rechargedThe property owner instructed us to obtain pricing for replacement of the coil as well as the entire systemUnfortunately while we were awaiting these proposals, the leak in the system required recharging twice moreNot 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 situationWe responded to multiple phone calls and emailsHowever, 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 phone calls and as many e-mailsWe spoke with her twice over this weekend, once to say that we would take $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 systemThe phone calls and e-mails did not abate Finally we determined to cancel the management agreement as we could no longer tolerate this harassing behaviorWe 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 faithI 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 communicationLike 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 / [redacted] (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 UnitNo one showed upI'd call again and ask what was going onChuck states that he would "continually recharge the system." This is a statementI'd challenge this by asking him to provide proofI spoke with the owner in person to question how many times Chuck contacted her regarding the AC Unit not workingThe 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 $checkChuck was informed that I would pursue legal actions if the AC Unit was not fixedTelling a renter to deal with it isn't a solution to the problemThe 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 businessI'd question Chuck's credibility and Urbanwood as a property management companyI am asking for a one month refund in rentChuck has not responded to my request since mid-AugustNo mother with an infant should be told to live in a townhome at degreesI feel this is a reasonable request to Urbanwood's unacceptable business practice