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| - I have been using Silver State for property management of my rental home in Summerlin. The service has never been great, but has completely gone downhill the past two years. We recently terminated their services because they do not respond to my inquiries as well as tenant complaints.
We have a repair caused by a tenant which still has not been repaired, which has been outstanding since 2014. Tenant burned our cultured marble countertop with their curling iron. Dan Marx, the property manager, did not withhold funds from the renters deposit. He promised to make good on the repair. Last follow-up on the item I was told that he attempted to dispatch repair company but tenant would not allow access to the home. When I inspected the home, the tenant told me the repair company had come to give an estimate. I emailed Dan Marx in June and he promised to handle this personally. Did he? NO! He promised to personally handle in his email to me dated June 6th and he never responded.
Tenants reported two month wait and no response for repairs logged through Silver State's portal. One of the issues was a flood due to a malfunction with the washing machine. Silver State could not even properly make an appointment with our tenant for us to walk through the home in May, even though we requested it several times and with sufficient advance notice. We visit Nevada from the east coast and we had to call and email several times before the property coordinator finally called the tenant. Then she told the tenant that they must be home the next day between 10-noon so we could inspect the home. That was not appropriate and not our directive. The tenants were extremely upset. They were good tenants who paid their rent on time and told us that they were considering not renewing their lease because of the poor service received from Silver State. Our trip was impacted because we couldn't make plans because we were waiting for the walkthrough to be scheduled and didn't want to
We emailed Dan Marx in June to find out if the tenants intended to renew. Silver State's procedure is to contact the tenant 90 days prior to lease expiration. They did not do that. In August, I had to follow up again (as the lease expires August 31) with Silver State regarding the tenants' intentions. At that point and without our knowledge, Silver State sent a lease renewal with a rent increase to the tenant. in prior years, Silver State would perform a market analysis and get our authorization prior to executing a new lease.
Due to the constant lack of communication and follow up from Dan Marx and Silver State employees, I had to switch property management companies. I missed the deadline per the property management agreement to terminate the agreement before it automatically renewed (with no reminder or advance notice from Silver State), and as a result, Silver State is charging us 11 months worth of property management fees. And we only found this out by having to call and email to follow up on the status of our account closure. Silver State had collected the August rent from the tenant and had not issued the funds to us.
This was an expensive lesson with property management companies. I have never had such a negative experience and have had to deal with such poor customer service and incompetence.
Buyer beware! Silver State's property management contract is so heavily biased that no one should sign the contract, because it only protects Silver State and does not have any provisions that benefit the home owner.
Renters - Beware of having to deal with Silver State if you have any expectation of them addressing your concerns in any reasonable timeframe.
I hope this information helps others to avoid a nightmare of a customer service experience with Silver State Realty.
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