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| - I had a terrible experience with this property management company. In fact, we walked away from an amazing rental house purely because the customer service was so bad. My initial contact was with Dennis, and he was immediately aloof and apathetic. He really didn't seem to care at all that I was trying to bring my business to their company. My calls seemed to be a huge inconvenience to him, and he acted like my routine questions about the property were a huge imposition. After a few calls, he stopped answering and did not get back to me after my leaving messages and emailing. I decided to call Erin to see if she could help me, and while she did answer my questions, she was very rude and impersonable during the conversation. Again, it was as if the fact that I had questions about the house was completely unreasonable to them. She just wanted to get me off of the phone as soon as possible.
Additionally, the requirements on the application are unreasonable, especially the financial qualifications and requirements for married vs. unmarried couples combining incomes. They were also unwilling to do basic home maintenance before our move-in date, insisting that we had to take care of maintenance problems ourselves upon move-in via online requests. I have rented for a long time, and sorry, the home needs to be in working condition before move-in. Other companies do this, it's not an unusual expectation.
Another point of contention, they were not willing to be physically present for tours of the home. This is a big one for me. They insisted that most of this type of business is done completely over phone and email "these days", but as an experienced renter in multiple states, I can say that this is completely untrue. Meeting clients face-to-face and walking through the home with them to address their concerns and questions is absolutely essential in building a trusting relationship. The fact that they were unwilling to do this basic meet-and-greet and home tour was a huge red flag. Again, most other companies do this.
Advice for this company? You need to work on your people skills. Prospective clients are potentially going to be giving you a lot of their money and working with you for at least a year. This is a big deal. You need to be polite and attentive and willing to answer questions and help clients get familiar and comfortable with the property. You can't be brisk, rude, and short on the phone and you certainly can't dodge calls. This will lose business, as it did in this case.
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