Review content:
I have a lot of negative things to say about BMG, but we found one positive thing to remark on and that is their maintenance guy, Bruce. We have been through MANY maintenance people and Bruce is the only one who knows what he's doing. If you are renting from BMG and have a problem, request Bruce and accept the extra waiting time...because it's not extra waiting time when the other maintenance crew members don't bother coming around at all. Bruce, when he gets a chance to come by, will actually come by and fix the problem. Imagine that. He is the only competent employee of BMG I've ever interacted with. He knows what he's doing, and he'll do it.\r
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We struggled for OVER 2 months to get our A/C fixed, by someone--anyone, not specifically Bruce (we didn't know him yet)--but the office staff at BMG seemed to be working together to fail miserably at communicating this problem to the maintenance staff. I might have been irritated with maintenance on their slow response before, but now I see that it is the fault of the office staff. I called 46 times in two weeks (counted the calls on my phone, that's not an exaggeration), they never answered. Left a message four times, they called back four times, but had to ask for a full run-down of what was happening each time. When I explained to them what was happening (that someone is miscommunicating and we keep getting bumped off the maintenance list, ""I just need an update on what's happening""), the office person will inevitably tell me ""I'm going to check on that and get back to you, I'll call you right back."" I wait patiently for their call, I call back after a few hours (no answer), and two days later I give up, call back, and leave a new message, only for the whole hellish process to repeat itself. THIS CRAP is why it took so long to get the A/C fixed. Because BMG is too lazy or too scared or too stupid to work a phone to call me back and let me know what is happening. (Note: I only wanted an explanation, not a promise that it would be fixed that day. I just wanted to know if they were ordering a part or had lost our info or what. But no. No explanation. Just frustration.)\r
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I understand the office gets busy. But this went on for two and a half months. If you can't find the time to call me back in two and a half months, maybe I can't find the time to pay rent.\r
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That being said, Bruce is our saving grace. He left us his cell number so we could bypass BMG's horrible service and call him instead if we need to get a message through to him. He ran into just about every problem you can possibly have when fixing a heating and A/C problem (mostly due to the laziness of past maintenance crews), but he was patient and happy to help. He revamped our entire system, and he did it in a timely manner and with a great attitude. He's a fun guy and while I don't trust any other maintenance person alone in our house, I would trust Bruce to be here without supervision. We've had a lot of issues with maintenance at BMG in the past, including theft and a guy who just didn't know what he was doing so we endured a winter without heat because he could only offer a temporary solution that would fix the problem for a couple days before we had to call and put in another maintenance request (and we know how long it takes to respond to those...).\r
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Bruce is the first one we can trust alone in the house and the first to actually FIX the problem at its source, not just slap a band-aid on it and hope it goes away. His solution will save us money in LG&E costs as well as keep our old apartment cool and working efficiently. He's a genius, I tell you. Nothing sways him. BMG did something right for once when they hired him!
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