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| - First, let me state I am a landlord. Most low ratings for property management companies tend to be derived from tenants due to rent enforcement or poor facilities management.
My low rating is as a landlord client. This companies customer care is severely lacking. The endless IVR voicemails and emails without response it truly horrible, given everyone has a cell phone these days.
My most recent issue comes from Renters Warehouse changing their rent collection vendor system requiring already registered tenants, to log in to a new system to sync their banking data for auto withdrawal. The company notified tenants via email and then never contacted them via phone, if they didn't respond to the email and login. Therefore; as the months end came up, as a proactive approach Renters Warehouse should have called tenants to say "We see you haven't logged in and without doing this your rent will not be drafted and you will be late on rent." Instead, I didn't receive any owners notice this month, the tenant called me to say, "Renters Warehouse never drafted my rent" and I spent hours trying to catch a human at their office to assist me.
When I reached Katie, I recieved the "We notified tenants via multiple emails" message. I indicated that my tenant did not receive the email message and asked if she believed that maybe the email could have gone to SPAM, given the fact that it had an active link in it which is what most SPAM filters look for? She indicated they sent the email but never followed up with anything other than emails. I believe a real live phone call would have been warranted here.
After 4 voicemail messages today, to 3 different people, one phone call to a real person in MN, at their corporate office and a transfer back to one person who appeared to be avoiding my call, and 5 emails, I get an email telling me my rent hasn't been recieved by my tenant. Really?
Arizona has many property management companies. When I started working with Renters Warehouse over two years ago, I believe there appeared to be better customer service and a desire to be a partner to their clients. I do not believe that today.
When Katie indicated that she would reach out to my tenant and my asking for repeated assistance, I explained that the tenant was currently unavailable in an exam but if she could leave a resource for her to reach her this evening that would be beneficial. Katie informed me she would leave the maintenance after hours number. I asked if that department would be able to assist and she indicated it would not. I then asked maybe she could leave a number where someone could walk my tenant through the resource to insure this was rectified today? Katie indicated that she would not give her personal number. Really? It's your responsibility to collect the rent, the tenant is in an exam and you won't leave a number to actually assist? I then asked do you believe you could try the tenant after hours and just block your cell number to insure this was corrected this evening and she was unsure if she could do that. Not very customer oriented to me.
Again, please take this into consideration. I have worked with them for multiple years. They just raised their rates and their service has gone down. Maybe shopping around for a referral or two would benefit future landlords.
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