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Hi Nicole,
Thank you for your feedback! We always appreciate any opportunity that we can use as a learning tool for our staff and we are actually using this review in our next training session which we've entitled "Managing and Creating Postive and Realistic Client Expectations"
First off, I'm sorry that our services "fell short" of your expectations. We do strive hard to meet and exceed client expectations regarding the services that we offer.
We do tend to "fall short" when clients have unrealistic or certain expectations that should not exist in the first place in which case it could be our fault for not completely explaining our services fully and if that was the case, we do apologize.
After further conversation with you we did discover that your expectations were for our company to provide "on-site" management services when in actuality, we are an "off-site" property management company, so that is an issue.
We also found you expected us to control the tenants every move which unfortunately is unrealistic and the law does not provide us any right to do this. We must respect the tenants privacy and it is our job to obey the tenant and landlord laws set forth by the state. The law does not allow us to micromanage, threaten, intimidate, or "force" them to comply with the contract. Our tools are our power of pursuasion by offering great customer service, the written letter, and the court system. In other words, we can ask the tenant nicely, have them sign agreements, send them nice letters then meaner letters when they don't comply, and then ultimately if all else fails...evict. But guess what? Most judges will not evict a tenant for lanscaping or pet issues...trust us, we've been doing this for a decade and we've tried. Judges in California are very tenant friendly and if your tenant is paying they are staying...and if you own rental property in California you know this.
The reason you pay us is not to just "collect a check" as you had mentioned but to deal with all of this. We are dealing with your tenant directly and you are not which to alot of people is worth the small percentage a month to avoid. Our cost is less than one decent meal at a restaurant but we may have to deal with your tenant every single day and that's not including dealing with you which could be timely. Trust us, whatever "easy" accounts we have that don't take much time is definitley made up by our "other" more challenging clients so in the end...we feel we are definitley earning every dollar and offer the lowest prices than any other management company hands down! Would you like us to offer our services for free? It would make it a bit hard for us to attract good staff.
Ok, so I don't want to ramble on and on here because you have a naughty tenant on your hands to deal with now so I will definitely let you get back to that.
Bottom line is that we are sorry we weren't able to offer the "on-site" management you were seeking for your home but if you own any apartment buildings that are more than 16 units we will be more than happy to provide that service for you at a great price! We perform on-site management for many buildings up to 300 units and we do a fabulous job.
We wish you the best of luck with your property and hope you have a wonderful and safe New Year. If there is anything at all we can do for you in the future, we are more than happy to help.
Thank You!!!

Renttoday.us commented on 12/30/2011