Overview
At VSG, we pride ourselves on swift, compassionate, and solution-driven property management. This case study outlines how we responded to an urgent situation involving multiple concerns—HVAC malfunction, a suspected mold issue, and a door code security request—from one of our valued tenants.
Our goal: address the matter with urgency, clarity, and care while keeping the tenant informed and supported at every step.
The Challenge
Tenant X initially submitted a service request for a malfunctioning HVAC system. During the technician’s evaluation visit, the tenant reported visible mold in the unit—stating it was potentially black mold—and began experiencing breathing issues. She also kept pet bunnies in the apartment, adding to her distress and urgency for resolution.
The tenant also highlighted that the lockbox code had not been changed, raising security concerns, and requested an immediate change of her apartment’s entry code.
Due to the perceived severity of the mold issue, she called our office over 20 times in a single day, requesting emergency accommodation and full reimbursement for temporary relocation.
Our Response
- Immediate Acknowledgement & Empathetic Support
Our team responded promptly to Tenant X’s repeated calls and concerns, offering empathetic communication and reassurance. We:
- Reviewed her service requests in detail
- Validated her concerns respectfully
- Ensured her that resolution was a priority
- Explained the steps we would be taking throughout the process
- Accelerated Vendor Coordination
The initially assigned HVAC vendor was unavailable that day due to high demand. We:
- Immediately reassigned the work order to an available technician
- Informed Tenant X that a vendor would be at her unit within 2 hours
- Security Request Fulfilled
The tenant had requested both the lockbox code and door code be updated. We addressed this promptly:
- Confirmed and updated both codes during the technician’s visit
- Ensured the tenant was notified once the change was completed
- Mold & Insurance Coordination
The tenant demanded immediate relocation for a week and requested we cover all related costs.
Upon verifying she had renter’s insurance, we:
- Recommended she file a claim and speak to her provider
- Simultaneously contacted her insurance company on her behalf
- Were informed that approval would take 48 hours
- Communicated this clearly to the tenant, offering next steps in the meantime
- Final Resolution
When the technician arrived:
- The HVAC issue was resolved on-site
- The mold presence was found to be minor and not black mold
- The area was treated and cleaned immediately
- Security codes were updated as requested
Follow-Up & Tenant Education
Post-service, our team conducted a follow-up call to:
- Check in on the tenant’s comfort
- Provide a clear explanation of the technician’s findings
- Reiterate how mold-related issues are evaluated and handled
- Explain the insurance process and how similar concerns would be addressed in the future
Outcome
- All service requests were resolved within the same day
- No health-threatening mold was found; issue was professionally treated
- Tenant was kept informed at every step
- HVAC and security concerns were fully resolved
Our team managed the situation with compassion, transparency, and urgency
Key Takeaway
This case showcases our commitment to proactive, human-centered property management. Even in high-pressure scenarios, our team demonstrates professionalism, responsiveness, and dedication to both tenant well-being and operational excellence.