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| - I can't believe what I'm reading about the positive experiences with cordial employees. I wish my experience had been like that, but it has been quite the opposite.
The house was in terrible condition. I really can't go into everything because I'd run out of characters. Every appliance, most electrical, the AC and the heat, and each repair took days or weeks. The house I am renting never gets fixed on the day I put in the request. I WISH it were like that. I've rented at both apartments and rental homes in the past and most people work on this asap. Not so here.
Additionally the customer service is terrible.
I moved in July 2016. At that time I listed all the many things wrong with the home on the inspection sheet. The heating system had a vent missing and a tag from SouthWest Gas saying they wouldn't turn on the gas to this unit until the parts had been replaced. I reported this in July. They never fixed it. I put in a request again last week (as I'm starting to get cold and it's 61 degrees in our house). I got a call from a contractor (Residential Services) saying they will come out on Weds. Weds comes and he looks, takes measurements, says he has to special order parts because the system is so old and it might take a while. BRR! I think ok, well at least it's getting taken care of! Thurs (the very next day) I get a call from ProServe (?Maybe the guy was talking fast like I was supposed to know him) to look at my water heater. UMM? No. The water heater is fine and the heating system is getting fixed. He says he's coming out anyway because my property management company wants him to. So I waited a day to hear back from McKenna, they didn't call me. I HAD TO CALL THEM. Isn't that strange? I call, like "Hi, I wanted to check on a maintenance request." The woman was rude and transferred me without telling me who she was transferring me to. The next woman who answered was short and not apologetic. I asked if they knew what happened with the first company ordering parts and if there was supposed to be a second company coming to look at it. She said, "Yes, the owner wants another quote before he makes a decision about the heater." Nothing else. No apologies for the inconvenience. Like I was just supposed to know that?
I'm sorry, I'm expecting people to call me and let me know what's going on and who I can expect to call me next. If anyone from McKenna is reading this, here's a little customer service tip. Call me first. Let me know what's going on so that I'm not CONFUSED all the time by what you're doing. This would have been nice.
"Hi Laura, I just wanted to let you know that we did get a quote from the company that came out yesterday, but after speaking to the owner, we are going to send another company to get another quote. We hope to have your heater fixed as soon as possible. We are so sorry for the inconvenience."
But I doubt I'd ever hear anything like this from them. I have had so many unpleasant interactions with staff members here. They always make it seem like it is my fault that the house needs a repair. I dread making maintenance requests because they make it seem like such a hassle.
I've lived in apartments that had a lot of issues before, but the customer service usually makes up for it. I really wish it were the case here.
I love our house. The layout is great, the neighborhood is awesome, and it's just the right size and location for our family. But I will be leaving as soon as my lease is done because I do not like interacting with the people at McKenna. They are not pleasant, cordial, and they do not seem to care about me.
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