Stephanie, I have been trying to be in contact with the manager so she can let me know as well as letting the tenants know. We are definitely, in my opinion on top of that now. Where we always? Maybe not, but since the issue has been brought to my attention, I have been trying very hard to keep updates about the situation. Yes, this is very important.

Richard, if you know of any openings around town, let me know? ;-) I am not sure why the decisions of other people that just happens to fall into my lap in this situation make my reputation non-salvageable? It's not something I am personally doing. I am good at what I do. Hopefully anyone who can see the situation (if it gets bad) can realize this. Clearly I am not the bosses, purchasing managers or owners. I am very surprised I haven't heard of legal threats from tenants. Just weird comments about petitions and stuff...

Chrissy, You're right. The manager had to call the company directly because the person that was taking care of us kept dropping the ball (the manager also lives AND works at this building, poor lady). The resident appreciation party wasn't a HUGE expenditure, but it was a decent chunk. I will have to look back and see if we can't invest that into something the residents need/want (after the AC gets fixed, because I am sure that is all they want right now). Great idea, thank you! This property already has A TON of amenities, but I am sure there is something the residents would like ...like a rent credit... ;)

Thanks again for your responses, ideas and comments!

I know your intentions are good but a party doesn't really say if I were a resident that you are taking this very seriously at all. The first thing I would do is keep everyone updated DAILY! Which means the property manager or you need to contact the heating/ cooling company daily! Explain to the residents in DETAIL about why there are delays. Someone needs to keep up on the A/c Contractor- they tend to drag their feet especially this time of year as this is their busiest.. it's convenient when the part comes in the day after they just got done with a a huge job :) In Ohio (I live here too) A/C is usually an additional bonus to renting but we don't live in an area where the temperatures reach levels of 100 degrees or more this past week we did see temps of 93-96 but unless you have a health condition this heat is an annoyance not a health issue. There are several communities that do not have A/C in Ohio and survive.

Secondly, find out how much they spent last year on this "Appreciation Party" and take that money to actually benefit the people... If they spent a 1000 dollars than use it for something that THEY WANT... Do they want the playground updated? Do they want the Laundry room re-painted? Have the been complaining about the parking lot having pot holes that need filled? Or the Community Room needing new tables or chairs? This is where that money should go... explain to them that you can't do much right now for the A/C and it's out of your hands but you can do something that they have wanted for a long time.. of course talk to your home office first before letting them know... If your home office says no than you need to fight for you residents because honestly $50 at renewal for a one year lease is silly... Is $50 really going to change someones mind on staying or going? NO! But customer service, getting their needs met, and having a wonderful relationship with the on-site staff is worth more than any amount of money!

You obviously have an owner/management company that is going to postpone improvements until forced by financial threats. One tenant will wise up, get an attorney who will propose a rent strike. As long as the rent goes into an escrow account, that is a legal tactic upheld by the court. When the owner has to make monthly mortgage and utility payments and salaries, without the monthly income, just watch how fast they replace the units.

By then it’s too late, the tenants and attorney now have the upper hand and will sue for damages, legal fees and everything penny the attorney can get for his clients and himself. You will be the one stuck in the middle and forced to testify for the tenants.

Then there’s the media coverage. Management thinks they can replace vacancies easily, no, and then it’s your fault that they are not replaced.Why should you live under this pressure?

My advice: Get out now while you still have a salable reputation. There are plenty of companies looking for good community marketers/managers.

Once the downhill slide begins you’re done. Imagine yourself interviewing for a position with another company and trying to explain why the property you managed has a law suit between the tenants and the management/owners.

P.S. I’m an optimist.

Have you notified the residents letting them know exactly what happened and exactly what steps you are taking? If there is a delay in getting parts are you notifying them of what the delay is and the game plan to get it done? While letting them know won't make their apartments any cooler, constant communication can often keep tempers down.

How about offering fans? Also if the pool is too warm you could get those misting hoses and set those up at the pool for use.

It's unfortuante that you have to be the person who catches the brunt of this. I will tell you as a manager I don't care if it took 15 HVAC companies I would have this done ASAP!

The residents are actually not mad at the manager because I think they know she lives in the building and is suffering right along with the rest of them. They are angry at the management company because the regional not returning phone calls. They are definitely coming after the management company with torches and pitchforks.

@Jamie Lynn

Thanks for clearing up the exact situation with your building. Now it sounds like the owner and/or contractor is trying to "fix" the system instead of ripping it out and putting in everything new. This is a familiar position, and it can, as in this instance, lead to time evaporation, which leads to upsets with building occupants.

It has to be realized that there are "those" times where a situation just gets icky and gets worse as with each tick of the clock. It is the old adage of the "Best Laid Plans of Mice and Men", and you get in the twilight zone somehow.

In your position, your trying to salvage the situation for your residents in some manner. It is the thought of "If I am sweating for a day I am pissed", and "If it looks like no one is doing anything and I am sweating for a week, then I am leaving".

Once the cool air is rushing in, the people will forget their pain, but will hold grudges against the building for a "while".

My suggestion once the situation is fixed, would be to draft up a letter to each tenant and fully explain why it took so long to fix it. Most people have the capability to understand, once they are no longer suffering. I find that most people being FULLY informed as to who, what, why and where something happened will be accepting of the facts.

If people just don't know exactly why something happened, then they will make up the reason for it, and they will roast the management over their preconceptions. After all, it HAS to be the manager's fault, right? LOL.
Good Luck!!