PM Company Complaints

[Jefferson Brown]

What are your biggest complaints about your PM company?  (For those that use one)

[Glenna Wood]

Back to the original thread... I've had PMs at times in my almost 40 years of owning vacation rentals. Biggest complaint, stupid maintenance charges and missed damage.

1) PM: "The guest says there is a hot spot on the middle of the living room floor."  Me: "There is no wiring in the floor there. I can't imagine what they are thinking." PM: "We're sending an electrician." Me: "I am absolutely certain that there is no wiring under the floor in the living room." PM: "We're sending an electrician."  Result: $250 bill to me and 2' hole left in the ceiling below. No wiring found. To this day IDK what the guest's "hot spot" was.

2) Me: "I just installed a new heat pump. Here's the installer's number. Call him first if there are any issues." Guest in mid-July heat wave: "The house is too hot." PM to guest: "We will bring room AC units for the week." Me a month later: "What is this $50O bill? This is a new system. What problem did my HVAC guy find?" PM: "Who?"

3) Me at the end of the season: "The bottom shelf of the freezer door is torn off. The cleaner or inspector didn't see this? Where's the shelf?" PM: "Guess not. We don't know which guest this was so we can't do a tenant damage claim." Me: Bought a new frig. 

4) Me end of the season: "It looks like guests taped balloons to the ceiling fan blades. There are 4" tears where the finish is ripped off. The fan needs replacement or new blades installed. Please do a TDI claim. And how did your inspector miss this?"  PM: "We can't because it was not an accident." Me: "What? It's guest damage." PM: "The guest did this intentionally. TDI is for accidents only." Me: "If you won't do a TDI claim then you replace it." Back and forth...  Two months later PM installed a new fan. 

5) PM: "The guest sent a letter and said the house smells like dog urine and they want a refund." Me: "Only the living room has carpet and this is the first guest this season. Did they have a dog?" PM: "Yes." Me: "Call my cleaner to check it out." Cleaner: "Found active pee stains." Me to PM: "No refund. Their dog."

6) PM: "The guest says there is a shower ring missing." Me: "OK. Tell housekeeping to see if they want to change it at turnover." PM: "The guest doesn't want to be charged for it." Me: "They won't. You will be billing me." 30 minutes later... PM: "The guest says the are 12 water glasses but only 8 wine glasses." Me: "OK. Why are you calling me?" PM: "They don't want to be charged." Me: "They won't." One hour later... PM: "The guest said ( I can't remember the third stupid issue)." Me: "I'm at a wedding. If the guests are unhappy with my house, move them otherwise don't call me again unless it's a true emergency." This had to have been a really new employee.

7) Me end of season: "A picture was stolen or broken. Please file a TDI claim." PM: "Are sure?" Me: "Yes. I write "picture missing" on the wall behind the large, more expensive prints. The inspector didn't report this?" PM: "No." 

Hope this provided a few chuckles! Like any service, you just have to wade your way to the good ones. Best wishes on your properties!