Top Complaints & Praises From Online Reviews of Property Managers

This is a letter I put in Google, Yahoo and Yelp annually.  I got it from Bob Machado and modified it.

By Wallace S. Gibson CPM

May 25, 2010

I am the broker/owner of Gibson Management Group, Ltd. I have been a property manager for over 45 in Hawaii, California and Virginia.

My firm serves over 100 property owner/clients and has many satisfied clients and resident/customers who are pleased with their experience renting from my firm. There are some obvious and not so obvious reasons why some people do not have a great experience with my firm.

First, I work for the rental property owner and have a responsibility to try and make sure we rent to only qualified residents. This means I disappoint people who want to rent one of the homes I offer. I dislike doing it, but it is my duty. I am proud of my firm's record when it comes to locating great tenants and I continue to perform due diligence when screening prospective residents.

Second, I cannot approve all repair requests made by residents without our clients approval. Some residents would love to spend all of the rental income to make their home perfect; however, my clients depend on me to be reasonable in arranging repair work at their expense. I have always taken care of all habitability issues; however, I will turn down a request for residents to repaint a room or to upgrade working property systems or that I have unnecessary work performed for no reason.

Third, sometimes a client may have high property costs and think they are entitled to a certain net income to cover these costs. It is not a renters' responsibility to pay for an owner's over-improving their property or making poor financing decisions. Renters are smart and will find the best deal. Some owner clients are disappointed when I have to tell them what the market rent should be. I do not control rent rates, I just try to know the market so I can rent a property as quickly as possible.

I address every resident contact that is submitted via the method described in their lease and Resident Handbook. I have no in-house maintenance staff and rely on local, qualified service providers who schedule our residents' repair request on a priority basis. Residents who are unavailable at the scheduled appointment time to effect a repair will need to be patient so that the repair call is re-scheduled.

Lastly, I am very proud of my firms's policies and procedures. Having taught property management courses nationwide for many years, I know that residents enjoy having their concerns addressed and their stay at their rental homes made as hassle-free as possible.

Wallace S. Gibson CPM

Hey Jordan!  I see ME in BOTH groups (from the owners and tenants perspectives)..... Hmmm  There ought to be a reporting base for the Property Managers....  It would be a GREAT RELEASE!! 

Regarding your question as to WHY people love to hate their PM Company.... the MAIN reason for tenants is we remind them of their parents who said to them: CLEAN UP YOUR ROOM!!   how's that?

There is a reporting base for residents....I have Google Alerts for my name and my co name so I know when reviews are posted and I respond.  I have 3 posted within the last 60 days from residents whose leases I did not renew.  One used her own name and I blogged about it.

I have gotten a client from the bad reviews BECAUSE I obviously enforce the lease and take care of my property owners

Jordan * I have for my company AND my name * it's neat to see how quickly my blogs end up as alerts!

Great post, Jordan.  Certainly informative.  I also use Google Alerts for both my name and my company.  So far, no complaints (or praises, for that matter).  I do always see my blog posts and sometimes comments if I load it up right.  LOL