One of the frustrations I’ve encountered in managing commercial property is hearing the same temperature complaints from the same suites. A tenant reports that the space is too hot, service is requested, and the complaint comes back again.
A recurring problem doesn’t necessarily have a simple solution. But it does raise questions: What is causing it? What has already been tried? And how will we know whether the next adjustment has worked?
That experience has prompted me to look more closely at what owners and property managers should expect from an HVAC service provider, including clear explanations, follow-through on unresolved issues, and communication before additional costs are incurred.
Recognize When a Complaint Has Become a Pattern
An occasional temperature complaint may be an isolated issue. But when the same suites keep reporting that they’re too hot, I want to look back at what’s been done.
When are the tenants noticing the problem? What did the contractor find on previous visits? What adjustments were made, and did the tenants notice any improvement?
Keeping those notes together gives everyone a better starting point the next time service is needed. I don’t want us to keep making service calls without understanding why the problem keeps coming back.
Ask for a Clear Explanation and a Next Step
I’ve worked as a residential HVAC technician, so I have some background in heating and cooling. Commercial systems are outside my experience, and I rely on the contractor to explain what they’re finding and what they recommend.
When the same problem keeps coming back, I want to know what they’ve checked, what they’ve tried, and what the next step is. If they haven’t found the cause yet, I would rather hear that than be left thinking the problem has been fixed.
Having that explanation helps me keep the owners informed and give tenants a useful update. It also gives us something to refer back to if the same suite calls again.
Follow Up to See Whether the Fix Worked
After someone makes an adjustment, I want to know whether the suite is actually more comfortable.
If the tenant usually reports being too hot in the afternoon, checking the space first thing in the morning may miss the problem. The follow-up needs to happen when the issue is occurring.
That might mean having the contractor review temperature readings or asking the tenant how things have been since the service visit. Before closing out the issue, I would want to know who is checking back and when.
If the same complaint comes in again, we should have a record of what was tried and whether it helped.
Discuss Additional Costs Before the Work Begins
When work falls outside the regular maintenance agreement, I want to understand the cost before it is performed. Depending on the amount and scope, I may also need approval from the owners.
With building controls, that discussion should include any software or licensing charges associated with replacing a computer or restoring the system. If we’ve already purchased a license, I want to understand whether it can be transferred and why another charge might apply.
Unexpected problems can come up during a service visit. When they do, I expect a call explaining what was found, what needs to happen next, and what it will cost. That gives me an opportunity to ask questions and obtain any necessary approval before proceeding.
Know When to Get a Second Opinion
When the same problems continue without a clear explanation or a plan that produces results, I think it’s reasonable to get another opinion.
I would give the second contractor the service history and explain what the tenants have been experiencing. I’d want their assessment of the problem, what they would investigate, and why they recommend that approach.
If I’m also comparing maintenance proposals, I want to understand what each one covers. The number of visits, equipment included, work performed, and charges for additional service all matter.
Price is part of the decision. So is confidence that someone will follow through when a tenant calls about the same hot suite again.
My Takeaway
Working through these issues has made me look more closely at what we’re getting from our HVAC service agreement. Regular maintenance visits matter, but I also want clear explanations, follow-up on recurring complaints, and a chance to approve additional costs.
I don’t expect every problem to be solved on the first visit. I do expect us to keep track of what’s been tried and have a plan when something remains unresolved.
That’s what I’m looking for as I compare providers: someone who will help us understand the building’s problems and stay involved until we know whether the work has helped.