48 Hour Guarantee
My new “luxury” (*cough*) apartment complex is so confident in its ability to provide exceptional customer service that it has a 48 hour guarantee on all “routine” maintenance requests. If the request is not fulfilled within 48 hours (or pending due to out of stock material), they will credit your account EVERY DAY until it is complete. Hmm, let’s see…
I moved in on the 5th. Since then, I’ve reported the following:
- routine move in checklist
- removal of a bird’s nest
- air filter replacement
- security system not working
- water leak around faucet in master bath
- low water pressure in 2nd bath shower
- light and exhaust fan over stove not working
- front door gets jammed, must pull/push hard to open
- patio door filthy, need cleaning and repainted
All repairs have been completed to date but only one (security system) within 48 hours. I’ve noted the date of each request and respective completion date. The catch is, they don’t clearly define “routine” maintenance, so I’m left to make my own assumptions. Seriously, with exception of the bird’s nest, they all seem “routine” to me.
So you know what THAT means right? *evil grin* Considering May rent was FREE and June rent is prorated due to multiple credits, I wonder if I should press the issue. Perhaps a friendly phone call/reminder will give them a chance to really prove their dedication to exceptional customer service. If not, I’ll let it go this time. Take one for the team while I establish a rapport with the staff. Sometimes favors are more valuable than a free day of rent. *can’t believe I just said that*
But please believe, the mental rolodex is working overtime!
Peace & Blessings
~*~*~*~*~*~
Work to achieve, not to acquire.
And as always, BE FABULOUS!
~SM
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All the things you list sound “routine” to me…even the removal of the bird’s nest. I feel you on whether to push the issue or let it go – this time. They don’t give you a list upfront of what constitutes ‘routine’? That’s surprising to me.
get ‘em ma!!!!!!!!!!! they are NOT ready for you :)
Aw man! I wish my place had a guarantee like that. I’d be trying to figure out reasons to call them! lol I say let some of things ride if you can wait a little longer.
well you can let it “slide” but get a list of what is considered ROUTINE so for future you know.. ;0)
I had to do that.. and I never had an issue.. NOW we got a new manager.. because my manager was so good they promoted her to a bigger property.. WTF *glad for her but hate the service I’m getting now* SOOOOO I will be including a nice letter to corporate with my June rent!
hmmm i would definetely try to fight for more free rent!!!