(no subject)
Background: I work for a property management company. We take calls from the various properties that roll over because the office is closed or if they're in and can't answer for whatever reason. We mainly provide sales info or write up service requests. Page it out if it's an emergency.
Earlier this morning a community resident calls in. I knew this was going to be lovely when she told me it's for a lock out. For someone that doesn't even live in her apartment. She's stating it's someone that is visiting her. I tell her I'm sorry, but we can't let the person in. Company policy across the board: we don't let someone in if they are not on the lease. Obviously exceptions are police or fire department if they need access.
She is not happy. She goes on about how it's an emergency. Sorry, we can't do it. She is insisting. Policy is if they insist we page the tech, but let them know since it's not on the emergency list we cannot guarantee the tech is going out. I call the tech, and he says I'm right. No way can he do it. I call the resident back at her office number, and transfer him directly to her once one of her co-workers gets her to the phone.
A few minutes later a friend of mine gets her callback. She's telling us that there is a child locked in the apartment and her family member needs to get in to get to the child too. So the tech goes out, and has us note in the work order that is the only reason he is doing it. About 15 minutes ago he called in, and I answered his callback. He was pissed! He opens the door... there is no child in the apartment.
They lied to him and to us. Then we the person the resident called for knew he found them out the person tried to bribe him with $20. He wasn't going to take it. He refused. If he took the money and it ever came out he'd be fired on the spot. It wasn't worth losing his job over, and he's a good tech. A bit grumpy and gruff, but he comes across like a decent guy. He asked me to go back into the ticket and document the new details he had for me. Since it's Sunday he was off except for emergency calls so she made him drive to the property for nothing. Now he's going to make sure she gets billed the lock out charge for trying to pull one over on him to let in someone he is not authorized to let in.
Earlier this morning a community resident calls in. I knew this was going to be lovely when she told me it's for a lock out. For someone that doesn't even live in her apartment. She's stating it's someone that is visiting her. I tell her I'm sorry, but we can't let the person in. Company policy across the board: we don't let someone in if they are not on the lease. Obviously exceptions are police or fire department if they need access.
She is not happy. She goes on about how it's an emergency. Sorry, we can't do it. She is insisting. Policy is if they insist we page the tech, but let them know since it's not on the emergency list we cannot guarantee the tech is going out. I call the tech, and he says I'm right. No way can he do it. I call the resident back at her office number, and transfer him directly to her once one of her co-workers gets her to the phone.
A few minutes later a friend of mine gets her callback. She's telling us that there is a child locked in the apartment and her family member needs to get in to get to the child too. So the tech goes out, and has us note in the work order that is the only reason he is doing it. About 15 minutes ago he called in, and I answered his callback. He was pissed! He opens the door... there is no child in the apartment.
They lied to him and to us. Then we the person the resident called for knew he found them out the person tried to bribe him with $20. He wasn't going to take it. He refused. If he took the money and it ever came out he'd be fired on the spot. It wasn't worth losing his job over, and he's a good tech. A bit grumpy and gruff, but he comes across like a decent guy. He asked me to go back into the ticket and document the new details he had for me. Since it's Sunday he was off except for emergency calls so she made him drive to the property for nothing. Now he's going to make sure she gets billed the lock out charge for trying to pull one over on him to let in someone he is not authorized to let in.