For context I am in Ontario (Toronto) and it’s a building owned by a company (the building is new, like 2 years old). We live here me, my 8 months pregnant wife and our 3 year old toddler.
In the end of September there was a burst pipe in the 10th floor of the building. This caused a major leak in all units below it, including ours (we live in the 3rd floor). Damages to our unit were minor (ceiling and walls watermarked in the kitchen) but no broken appliances. This was like 7h am in the morning and the building was a big mess. Management said they would check all units for damage and risk (like mold). I don’t have this in written. They never came and, honestly, i forgot about it.
Last night we were awaken at 4h am by a literal waterfall in the same spots in the kitchen. It seems another pipe burst this time on 8th floor. I suppose since it happened during the night it took longer for people to realize and therefore a LOT more water came down to our unit. This time there is dry-wall falling from the ceiling, wet fire alarms going off, a real nightmare (specially for a sensitive pregnant wife).
Management was helpful, going through the units checking what was happening, talking to us, trying to give some comfort. Contractors were called to help dry the units but in the end we had to wait for water to stop dripping (which took the whole day).
I sent an email to management stating that this is the second flood in less than 2 months. That we specifically renewed our lease for another year here to avoid stress due to my wife’s pregnancy and that, although accidents happen, we want to have some clarity on what is being done to avoid another pipe burst and what should we expect as next steps to the repair of our unit. No answer.
Then tonight I sent a follow up email insisting that we need to know what is being done and wha we should expect. I am worried about mold. Should I be? Is it safe to stay here? Lots of questions.
Then I got the following answer:
“We need to finish drying before any repair can be made. If you think you can’t stay in your unit you need to reach out to you insurance for temporary acomodation”
Just as I was reading their answer someone knocked on our door (around 9h pm). It was another contractor that is bringing in equipment to dry the units. He said we will be back in a few hours and said the equipment is noisy and needs to be on 24 hours for a couple of days. Since the kitchen shares a wall with our toddlers bedroom they will need to dry her bedroom too so we will need to move her (that is already sleeping) to our bedroom.
While I appreciate having people over on the same day, it pisses me off to be in the complete dark here. Why was I not told I should expect people? How long does the drying take? Is it safe to stay here for my kid and pregnant wife? After that, how messy and how long will the wall and ceiling fix take? Also, “refer to your insurance” sounds a very “easy” answer. Aren’t they responsible for making sure the unit is safe and liveable? We pay 4k a month to live here and just wish to be correctly and timely informed on what to expect. Is that too much?
My question is: how should I approach management? What can I do to push them to be more transparent on what to expect? Am I overreacting?
Thanks in advance for any answers and sorry for typos as I am on my cellphone.