HVAC Bi annual maintenance plan failure with schedulings

[Gp G.]

Hi All,

I have bi annual maintenance plan with one big HVAC company paid about 200$ a year for summer visit and winter visit who inspect HVAC system and do routine maintenance and provide me report with all items of concern and what is working well etc.  HVAC company told me they will schedule with tenants directly but apparently these days they are no longer calling tenants to schedule but using some AI for automated texts, calls these days. My big property management company employee reluctant to make these calls with tenants as there is lot of back and forth with tenant availability. My property management company employee is happy that HVAC company directly schedules with tenants (which happened earlier with other contractors and repairs as well). 

Problem is HVAC company keep sending automated texts and calls to me and tenants but tenant saying to call them to schedule the appointment. Tenant simply ignoring all the calls and texts as usual. 

Now I got ticket from tenant about 5 days back HVAC not working but PM on vacation. 

Big property management company Technician visited after about 5 days and inspected remove replace service valve core and add 2.5 lbs of refrigerant for about 700$

This is brand new HVAC system I replaced about 1 year ago spending about 12k.

How to handle these hvac bi annual maintenance plans and tenant scheduling and property manager issues around this.

Is it worth having bi annual maintenance plans paying about 200$ every year if tenant does not answer automated texts, calls and care to call back to schedule appointments.. 

My original intention is to avoid these type of big 800$ charges by having bi annual maintenance plans but since I am not managing PM or tenant are not as careful and responsive as me.

How you are all handling these type of situations. 

Please advise