Stessa - Awful customer service.

[Marc S.]

I recently locked down my first property as I start on my real estate adventure.  I tried to research the best and most user-friendly PM site that did not charge a fee to maintain a property, being that it was my first one and I was self-managing and not using a PM.  

I signed up for Stessa because they don't charge a fee for 1 property and appeared to have a user-friendly website.  So far, they have shown to have the absolutely worse customer service response time. I had issues with linking a bank account to their "Stessa Bank account". They purposely do not have any means of speaking to someone live over a phone. They make you use their "bubble" support button. I submitted a help question on Friday, today is now Tuesday and still no response.  

Lesson learned by me and my first experience with a PM website. Avoid them if you want any type of decent response time or customer service response. 

[Devin Redmond]

Just want to jump in here to reiterate what @Michael Smythe posted previously. I've been with Stessa/Roofstock since 2018 in a number of different roles. The Stessa platform is not a full-service PM solution, it's a suite of online tools to track income and expenses, generate financial reports, screen tenants, collect rent, track capital spend, etc. Our customers are a mix of 1) DIY owner/operators and, 2) investors who use one or many full-service PMs to handle day-to-day operations in their local markets.

@Joel Lazar We do keep an eye on the BP forums and I agree we could have provided more context and/or clearer next steps to resolving your issue via our 1:1 convos. The TL;DR here is that there are 10,000+ unique banks and mortgage lenders in the US. Their financial reporting standards, uptime, and reliability vary greatly and we have invested significantly in systems and rules that aim to ease the manual burden that has traditionally been associated with categorizing and tracking this data at scale. It's not 100% bulletproof (as you've discovered) but we do have a workaround for your specific situation, which we'll reach out and communicate to you via our normal 1:1 support channels.