Complaints

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/16- ************** called me x2- no voicemail left. They called my emergency contact (my mom) and notified her there was a gas leak in my building. Within 10 mins of receiving the message from my mom I went to the office in person so see what was going on. I was told by the assistant manager, *****, that heat would be back on the following day (1/17). They notified me they went into my apartment (without notifying me prior) to turn off my heater and plug in a space heater. I decided to stay at my brother's house that night due to frigid temperatures. It did not reach above 50 degrees in my apartment. 1/17- returned to my apartment to sleep over night. Turned on the heater as I was just told the issue would be fixed and heat back on, the temperature in my house did not go above 50 degrees that night and I had to go out and buy blankets to keep warm. I did have the space heater but it did not warm my unit. I was not able to sleep through the night, waking up with a migraine and not feeling well at all 1/18- Left voicemail around 9am explaining my frustrations about how I had to go out to purchase blankets and about the horrible night I had. I did not receive a call back. I called back around 1pm to follow up when I spoke to ****** and she stated they were doing all they could by providing space heaters and that the incident was not her fault. I was offered a key to a COMMUNITY bathroom where everyone from our building has access to. We received an email stating Xcel and a plumbing company should have the work completed by Monday (1/22/24)1/20 &1/21- no one came to work on our building. I wen to gather a few things when I ran into a neighbor who expressed the same frustrations about lack of communication/accommodation 1/22- received an email at 1:37pm, that heat would not be returned until Tuesday night or Wednesday morning- blaming it on xcel's availability.I am EXTREMELY frustrated with the miscommunication from the office/ lack of regard for this issue

  Business response

  01/23/2024

  Building 410 had a gas leak on 1/16 and the gas was cut off by Xcel.  All repairs were completed on 1/19 and we are now waiting on **** and the city to come out and approve repairs.  All residents were given a key to a vacant unit for showers if needed as well as space heaters.  Residents were advised to reach out to their insurance company for lodging accommodations if they did not want to use our vacant unit. We anticipate having the gas turned back on by Wednesday, January 24th as we are on the schedule with the City for today in the afternoon or tomorrow morning.

  Please reach out to our office for further details. ************.

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