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I think if someone can't survive in 120 degree AZ heat, they shouldn't live there. I personally hate FL just because of the heat & humidity. I think you are being more than reasonable. You do not need to kiss every tenants a$$. Especially if you are renting them a unit under market value. I rent all my units at or ABOVE market value, and I wouldn't even flinch at someone having to wait three days to have C/A repaired. I would apologize to them though, just to be nice, not because you did anything wrong. It's not your fault the air broke. Houses break... it happens. They called you after business hours Fri for a non-emergency. The way I look at it, if you have it fixed by 5 pm Tuesday that was less than two days, as off-hours/weekends/holidays don't count for non-emergencies. One of my tenants went from Thurs evening to Sun evening with only two small 110 space heaters in a 1000 sqft house in December. I believe it was high 30's outside. The 40-yr old furnace element went out and I couldn't get parts for it. They were just lucky I have a decent HVAC guy that picked up a new unit Sat AM and installed it on the weekend, otherwise she might have waited longer.
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