This weekend, a 2 year tenant called me at 7:20A to say his AC had stopped working and he called my HVAC firm listed on the equipment in his unit and they needed my confirmation to allow OVERtime for the service call. I instructed the tenant to EMAIL me his repair request. He did an hour later without his contact phone # which I asked for in a response email. 4 hours after his original phone call, I had his NEW cel phone number and had authorized the HVAC firm to make an OVERtime/Saturday service call.
2 hours later, the HVAC service firm owner e-mailed me the options for a repair * new fan or new system * and that he had delivered a portable AC unit to the tenant's townhouse.
Later Saturday afternoon, the tenant sent me a DEMANDING email about how and WHEN he wanted the work performed. I advised him that his not reporting the NONoperating AC via email with his contact phone number delayed the service call and that I was working with the HVAC form on repair options. His response e-mail was that we are in a 24/7 world and that it should be done immediately.
My response was that equipment warehouses are not open, available parts inventory can not be determined and shipping times can not be scheduled on the weekends.
Early Monday morning, I had an email from the HVAC firm owner about the options and we arranged to get a replacement part in that day.
While I work 24/7, many parts suppliers and service personnel do not so my getting work done on residents' time schedules is often not possible.
I'm not sure what this tenant expected when he called me at 7:20A on a Saturday morning; however, he had a portable AC unit within 6 hours and an operating AC system within 72 hours.
I am PROUD of my service resources and I thank them often for their service to me, my residents and my property owners.