Woodhill Apartments

Good morning,This is to provide insight as to our community and the reason for not servicing an AC after dark.  We are 532 apartment homes and our AC units are on the roofs, they require a 32 foot latter and need to be secured to the building.  We do not allow our...

service techs to go out after dark for this reason and in most cases require two people in case of an accident.  This is explained to each of our afterhours calls and encourage the resident to follow up with the afterhours call on Monday's.  Woodhill Apartments strives to offer each resident the same service and as this person was irate and upset it was explained the procedure and assured the resident of the importance but that we would not be able to send out a tech at that moment.  Mr. [redacted] was agitated and that is to be expected, but under the circumstance safety is an issue for all.  It is a great liability to have one tech place the latter in the dark on the roof, climb up alone and work without lighting the AC unit and parts.  Mr. [redacted] was explaining that as per the Automated Answering Service stating that AC's were an emergency, it was reiterated to him the reason it is not and apologized for the incorrect information.  I also advised him that I could provide him a copy of his lease showing that it was in most cases considered an emergency.  As of 6/27/15 the work order was written up from the afterhours call and the Lead Maintenance Tech was notified.  On Saturday 6/26/15 two addition techs were also notified that they would need to look at the issue and attempt to resolve.

Good morning,It is unfortunate that the AC is not working, but we have had no notification of this till now.  Residents are required to put a work order in writing during normal business hours.  Without a work order we would not know that there is an issue in an apartment. ...

A work order has been written up and a tech will look at this today.  In regards to used parts, we replace old parts only with new ones as it would be non conducive to work on an AC, replace an older unit with used parts, this would only bandage the problem and not correctly resolve the issue.  We will keep you informed as to the outcome but again as per your lease contract require notification in writing to the office during business hours of any issues needing to be addressed in your home.  Should you have any addition concerns we encourage you to contact our office please feel free to stop by the office and fill out our service request to have work  addressed in your home.Kindest regards,[redacted]Woodhill Apartments Property Manager [redacted]

Complaint: [redacted]
I am rejecting this response because, although management had my A/C unit repaired just prior to noon on 06/29/2015, management continued to present as argumentative and unapologetic when I presented in person to the leasing office on 06/29/2015. Apparently, the repairs were made while I was waiting to meet with manager [redacted] on that date. I requested to meet with [redacted]--again in an attempt to find a peaceful solution to the issues. I again explained to her that my spouse has health issues, which could potentially have compromised his health with the temperate exceeding 90 degrees, but pointed out to her that I was not even given an opportunity to explain this to her when she and I spoke on the night of 06/26/2015. Instead, she maintained that she screens "all the calls intentionally [for emergency maintenance services]" and did not consider a broken A/C unit a maintenance emergency. She repeatedly interrupted when I began to explain my situation to her, and when I pointed this out to her she evidenced defensive behavior, blaming me for having "interrupted." Having attempted to peacefully resolve the situation with her in person, I soon came to the understanding that the conversation would accomplish nothing. She offered no apology whatsoever for having left me and my spouse in indoor temperatures exceeding 95 degrees for four consecutive days and again did not provide me opportunity to explain the situation or attempt to make any sort of concessions--despite my having advised her that we had to finally leave the unit over the weekend due to extreme heat. After leaving her office I spoke with a gentleman, who resides just below me in our building, who advised me that his A/C unit had been broken for approximately one month and that his father resides there and suffers from health issues, which could be compromised. He seemed unaware of recourse available to him and was surprised when I advised him that he could file a formal complaint with the state attorney general's office. This is simply no way to run a business or to provide quality customer service. As a resident, who pays each month on time and has never caused any type of difficulty for the property, I do not feel that this behavior is professional or courteous--and certainly no way to get residents to renew their leases. Because of property manager [redacted]'s continued lack of remorse or willingness to assume responsibility for the occurrence I expect a refund of my June rent and a formal, written apology from the property management company. I, like others I have met in the community, are neither pleased nor satisfied with this type of negligent behavior.
Regards,
[redacted]

Good day, This is to inform all parties that the unit is scheduled to be repaired with a part needed as of 7/20/16.  The attached shows that a window unit was offered to the resident of the apartment and was declined.  If you are requesting to have a window unit currently we would be...

more than happy to try and locate one.  As for any combativeness in this or any other situation, it is unfortunate that you are without AC but at no time was this discussed in a meeting environment with the property manager so we are unaware of a combative situation. With all respect, it is clear the AC is out, the unit will be repaired tomorrow should you continue to have issues with your AC or other items in your apartment a work order will need to be written as the lease contact requires. Kindest regards,[redacted]

Complaint: [redacted]
I am rejecting this response because this is wholly incorrect. Although I do not know whether an order was in fact written for the repair, I do know that no one visited or attempted to repair the A/C unit up to now (it is now June 29). Further, I did not become "irate" during my telephone conversation with her and do not know what basis she would have for making such a claim. Had I become so, I would not have felt comfortable in making a complaint to her corporate office regarding the situation. I do feel both sickened and frustrated by the manner, in which she talked to me during our conversation, repeatedly interrupting me when I was trying to explain my spouse's asthma-related issues and telling me various reasons why "they can't get out there until Monday [June 29]." This is simply not professional service, nor is it quality. The issue the property manager claims she explained to me--that the A/C units are "on the roof"--is news to me. This had not been explained to me at all during my call with her, and she did explain that she would have maintenance staff on the grounds making general property repairs on 06/27/2015--"but they won't be able to get out there until Monday, and you have 10 people in front of you on Monday." The property manager simply chose not to make this issue--clearly listed on the property's after-hours voicemail menu as an "emergency" maintenance issue--a priority. Because of her negligence and unprofessional demeanor my spouse experienced difficulties, which we ultimately had to cope with by spending the night elsewhere over the weekend because of the oppressive heat, which exceeded 90 degrees during the weekend. Texas state law requires apartment communities to make emergency maintenance repairs to A/C units when they pose a health and safety issue, and rather than attend to this issue professionally, Selena chose to become verbally combative, defensive, and to neglect my spouse's health for 4 consecutive days. 
Regards,
[redacted]