Large PM companies don't give landlord references?

[Tricia O'Brien]

My tenant applicant gave me a landlord reference for a place she lived from from 2016 to 2020 , but the property management company (Alpine Property Management in Indianapolis)  is impossible to reach for a reference.  When I've called  their 2 public phone numbers, there is no opportunity to leave a voicemail and no live person available.  I sent them, through Avail.co, a pre-printed landlord reference form a week ago and 4 days ago, but they have not responded. 

Is this normal for large property management companies with hundreds of properties?  

The address for this residence does appear on the applicant's credit report.  And the phone number the applicant gave me for the PM company does match one of the numbers I found on Google for that business.

Since she has no evictions on her record , no accounts in collection, and she states she moved out of that residence in 2020,  should I assume that reference is probably good and not worry about tracking them down?

Or should I charge her an increased security deposit if can't track down one of both of her landlord references?  In the past 5 year, she only has her current residence (2 years) and this other one (4 years) for residence history / landlord history.

Thanks! Any replies would be appreciated!