REI nation experience
Member since 2024 · 13 posts · 10 votes
REI nation experience
Most Popular Reply
Chris ClothierBusiness Member
Rental Property Investor · memphis, TN · Member since 2009 · 2k+ posts · 3k+ votesQuote from @Kasi V.:
REI nation is a reputed turnkey provider but they just sent me pictures of the property and asked me to choose. They don't provide the data first. Without the numbers how can we decide? This is a time consuming business. My criteria is cash on cash return. I first like to short list based on numbers and then deep dive. Hence I am staying away
Hi Kasi,
I reviewed our information in SF as we document everything and found where you contacted our company. I wanted to clarify a point for readers of this thread and for @Praveen Kumar. You only looked at pictures on our website; properties were never sent to you. You would have preferred to see our properties like a marketplace listing, but that is not how we operate. We are a relationship company. We value building deeper relationships with investors with whom we align perfectly rather than having superficial relationships with everyone who wants to buy. I respect your decision not to move forward speaking with our company. That made it easier for both of us.
We are a customer service company that happens to work in the real estate industry. This is how we've earned our reputation over the past two decades. To maintain our standards, we have a process for working with interested investors like yourself. We receive between 500 and 700 inquiries monthly from investors who want to learn about our company. Most do not purchase properties, and that is by design. We only work with investors who take the steps to get pre-qualified and spend a bit of time getting to know our company and allowing us to get to know them. Even after that process, we only move forward with a fraction of those investors inquiring about our company.
We have many monthly inquiries from investors like yourself who do not want to go through this process and only want to see our available properties. I respect your decision-making and the fact that you have your process. However, we are not a marketplace. We own every property we sell, and our company stabilizes them before offering them to our clients. Every property is sold one-on-one, where we provide investors with the information they need to make a good decision. We don't reach that point until we have had the opportunity to understand what an investor wants, their motivations, long-term goals, and risk profile.
By helping you remove us from your list, you could focus on other opportunities, and we could focus on other investors for whom we are a better fit. I wish you the best of luck as you go forward!
17 Replies
REI nation is a reputed turnkey provider but they just sent me pictures of the property and asked me to choose. They don't provide the data first. Without the numbers how can we decide? This is a time consuming business. My criteria is cash on cash return. I first like to short list based on numbers and then deep dive. Hence I am staying away
Quote from @Kasi V.:
REI nation is a reputed turnkey provider but they just sent me pictures of the property and asked me to choose. They don't provide the data first. Without the numbers how can we decide? This is a time consuming business. My criteria is cash on cash return. I first like to short list based on numbers and then deep dive. Hence I am staying away
I had a different experience and the advisor I worked with sent me the numbers right away whenever I asked.
Praveen, I just purchased with them last month and did receive the "white glove experience" that their business is known for. Feel free to PM me if you have any questions.
- Member since 2024 · 13 posts · 10 votes1y
@Kevin Lee thanks for the feedback Kevin I would like to definitely connect with you to discuss your experience
- 1yChris ClothierBusiness MemberRental Property Investor · memphis, TN · Member since 2009 · 2k+ posts · 3k+ votes
Quote from @Kasi V.:
REI nation is a reputed turnkey provider but they just sent me pictures of the property and asked me to choose. They don't provide the data first. Without the numbers how can we decide? This is a time consuming business. My criteria is cash on cash return. I first like to short list based on numbers and then deep dive. Hence I am staying away
Hi Kasi,
I reviewed our information in SF as we document everything and found where you contacted our company. I wanted to clarify a point for readers of this thread and for @Praveen Kumar. You only looked at pictures on our website; properties were never sent to you. You would have preferred to see our properties like a marketplace listing, but that is not how we operate. We are a relationship company. We value building deeper relationships with investors with whom we align perfectly rather than having superficial relationships with everyone who wants to buy. I respect your decision not to move forward speaking with our company. That made it easier for both of us.
We are a customer service company that happens to work in the real estate industry. This is how we've earned our reputation over the past two decades. To maintain our standards, we have a process for working with interested investors like yourself. We receive between 500 and 700 inquiries monthly from investors who want to learn about our company. Most do not purchase properties, and that is by design. We only work with investors who take the steps to get pre-qualified and spend a bit of time getting to know our company and allowing us to get to know them. Even after that process, we only move forward with a fraction of those investors inquiring about our company.
We have many monthly inquiries from investors like yourself who do not want to go through this process and only want to see our available properties. I respect your decision-making and the fact that you have your process. However, we are not a marketplace. We own every property we sell, and our company stabilizes them before offering them to our clients. Every property is sold one-on-one, where we provide investors with the information they need to make a good decision. We don't reach that point until we have had the opportunity to understand what an investor wants, their motivations, long-term goals, and risk profile.
By helping you remove us from your list, you could focus on other opportunities, and we could focus on other investors for whom we are a better fit. I wish you the best of luck as you go forward!
- Member since 2024 · 13 posts · 10 votes1y
@Chris Clothier thanks Chris for your detailed explanation i did have a great conversation with Ashley
- Rental Property Investor · San Diego, CA · Member since 2016 · 13 posts · 12 votes1y
I am happy to provide more detail if helpful (feel free to DM me), but overall, I have had a great experience with REI Nation.
I just purchased and closed on my 5th property with them. I work with Ashley Claunch who is extremely knowledgeable, helpful and responsive.
Their closing team is top notch and makes the entire closing process super smooth.
The property management team is the best I have worked with and are on top of all issues and challenges that come up. I have worked with REI since 2021.
I am in CA and have purchased homes with them in Oklahoma, Texas, Arkansas and Memphis, TN. It is a great company to work with as an out of state investor and as someone who has a full time job and does not have the time to manage rentals on my own.
Feel free to reach out if you want more info and good luck.
Pete
- Member since 2024 · 13 posts · 10 votes1y
Quote from @Pete Cordero:
I am happy to provide more detail if helpful (feel free to DM me), but overall, I have had a great experience with REI Nation.
I just purchased and closed on my 5th property with them. I work with Ashley Claunch who is extremely knowledgeable, helpful and responsive.
Their closing team is top notch and makes the entire closing process super smooth.
The property management team is the best I have worked with and are on top of all issues and challenges that come up. I have worked with REI since 2021.
I am in CA and have purchased homes with them in Oklahoma, Texas, Arkansas and Memphis, TN. It is a great company to work with as an out of state investor and as someone who has a full time job and does not have the time to manage rentals on my own.
Feel free to reach out if you want more info and good luck.
Pete
Hi Pete
thanks a lot for sharing your experience. I am currently working with Ashley also. Currently researching on their available properties. I am glad to know about their property management too. I will certainly reach out to you if have any questions in the process.
thanks
Praveen
Quote from @Pete Cordero:
I am happy to provide more detail if helpful (feel free to DM me), but overall, I have had a great experience with REI Nation.
I just purchased and closed on my 5th property with them. I work with Ashley Claunch who is extremely knowledgeable, helpful and responsive.
Their closing team is top notch and makes the entire closing process super smooth.
The property management team is the best I have worked with and are on top of all issues and challenges that come up. I have worked with REI since 2021.
I am in CA and have purchased homes with them in Oklahoma, Texas, Arkansas and Memphis, TN. It is a great company to work with as an out of state investor and as someone who has a full time job and does not have the time to manage rentals on my own.
Feel free to reach out if you want more info and good luck.
Pete
Would love to ask if you've had any challenges or issues leading up to property #5? I'm currently at #2 this year and am interested in acquiring more but have limited experience.
- Rental Property Investor · San Diego, CA · Member since 2016 · 13 posts · 12 votes1y
Quote from @Kevin Lee:
Quote from @Pete Cordero:
I am happy to provide more detail if helpful (feel free to DM me), but overall, I have had a great experience with REI Nation.
I just purchased and closed on my 5th property with them. I work with Ashley Claunch who is extremely knowledgeable, helpful and responsive.
Their closing team is top notch and makes the entire closing process super smooth.
The property management team is the best I have worked with and are on top of all issues and challenges that come up. I have worked with REI since 2021.
I am in CA and have purchased homes with them in Oklahoma, Texas, Arkansas and Memphis, TN. It is a great company to work with as an out of state investor and as someone who has a full time job and does not have the time to manage rentals on my own.
Feel free to reach out if you want more info and good luck.
Pete
Would love to ask if you've had any challenges or issues leading up to property #5? I'm currently at #2 this year and am interested in acquiring more but have limited experience.
Hey There @Kevin Lee,
Happy to share. Yes, there have been challenges. First of all, my buy criteria is pretty narrow:
- A or B+ neighborhood with above average schools in growing locations (I have mainly looked in the Sun Belt as of now)
- 3/4 bed, 2 bath, purchase price <250k with at least 6% rental rate (1% rule is really hard to find with the properties I like, so I need to temper my expectations)
- newer (2000 or after) or newly renovated via a turnkey companySo, the obvious challenge is the options I have are less than if I expanded my search. Also, I give a little bit up on cash flow and COC returns (these properties are simply more expensive), but being a long and hold investor, I know I'll do ok on ROI due to rising rents, appreciation and paydown of my principal. None of this happens overnight, but I know it will over time. I just make sure I check the numbers and make sure I am cash flowing a little. I don't want to depend solely on appreciation.
The other challenge which has probably hit all investors in the rise in interest rates, which has slowed my ability to acquire, but working with partners where rate buydowns are an option can help make the numbers work.
Finally, I made a bone headed decision to buy a property in a new build in Florida that was still being permitted. Unfortunately, the delays (it was never completed) tied up my capital for a couple years and stopped me from being able to do other deals. Lesson learned, I'll only do completed new builds or renovated properties moving forward.
I will say, once you have a partners you feel comfortable with, subsequent properties can be smoother, but there are always external challenges to address. I am happy to share more if you want to DM me for more details, but hope this helps.
- Thanks for your insight!
Quote from @Pete Cordero:
Quote from @Kevin Lee:
Quote from @Pete Cordero:
I am happy to provide more detail if helpful (feel free to DM me), but overall, I have had a great experience with REI Nation.
I just purchased and closed on my 5th property with them. I work with Ashley Claunch who is extremely knowledgeable, helpful and responsive.
Their closing team is top notch and makes the entire closing process super smooth.
The property management team is the best I have worked with and are on top of all issues and challenges that come up. I have worked with REI since 2021.
I am in CA and have purchased homes with them in Oklahoma, Texas, Arkansas and Memphis, TN. It is a great company to work with as an out of state investor and as someone who has a full time job and does not have the time to manage rentals on my own.
Feel free to reach out if you want more info and good luck.
Pete
Would love to ask if you've had any challenges or issues leading up to property #5? I'm currently at #2 this year and am interested in acquiring more but have limited experience.
Hey There @Kevin Lee,
Happy to share. Yes, there have been challenges. First of all, my buy criteria is pretty narrow:
- A or B+ neighborhood with above average schools in growing locations (I have mainly looked in the Sun Belt as of now)
- 3/4 bed, 2 bath, purchase price <250k with at least 6% rental rate (1% rule is really hard to find with the properties I like, so I need to temper my expectations)
- newer (2000 or after) or newly renovated via a turnkey companySo, the obvious challenge is the options I have are less than if I expanded my search. Also, I give a little bit up on cash flow and COC returns (these properties are simply more expensive), but being a long and hold investor, I know I'll do ok on ROI due to rising rents, appreciation and paydown of my principal. None of this happens overnight, but I know it will over time. I just make sure I check the numbers and make sure I am cash flowing a little. I don't want to depend solely on appreciation.
The other challenge which has probably hit all investors in the rise in interest rates, which has slowed my ability to acquire, but working with partners where rate buydowns are an option can help make the numbers work.
Finally, I made a bone headed decision to buy a property in a new build in Florida that was still being permitted. Unfortunately, the delays (it was never completed) tied up my capital for a couple years and stopped me from being able to do other deals. Lesson learned, I'll only do completed new builds or renovated properties moving forward.
I will say, once you have a partners you feel comfortable with, subsequent properties can be smoother, but there are always external challenges to address. I am happy to share more if you want to DM me for more details, but hope this helps.
- New to Real Estate · Iselin, NJ · Member since 2022 · 70 posts · 22 votes1y
@Praveen Kumar This is my personal experience. If you need, PM me and we can connect over a call as well.
I bought a brand new house from REI nation and it's under management by REI Nation. As per standard agreement, They are supposed to not make repair more than $400 without my consent unless it's an emergency. Now, the AC wasn't working and they sent an HVAC company to make the repair. The HVAC company made repair worth 1440$ without my consent. They inform me afterwards that I'll have to pay as per that. If I had a choice, I would make the repair much less but REI nation being stupid company messed it up and now need me to pay the bill. Also, It wasn't a mandatory repair required by the state. Also, they owe me property management credit as part of the agreement. When I asked them to break the contract, I loose property management credit as well. I would never ever buy something from REI nation.
- 1yChris ClothierBusiness MemberRental Property Investor · memphis, TN · Member since 2009 · 2k+ posts · 3k+ votes
Hemal -
I afforded you the same courtesy that I afford every owner who posts an issue or a complaint, and I waited to respond until you had an opportunity to speak with me. Given the way you’ve conducted yourself over the last few days, it wasn't easy to wait. However, I chose to act with integrity and wanted to allow you to speak with me and share whatever your grievance may be. You have not taken that opportunity, so as I said in my voicemail to you, I am responding here.
You purchased this property in April 2023. It was newly built and one of roughly two dozen in this area that we sold to investors and continue to manage. The property was appraised for its full sales price and was rented on the day you closed the sale. You have experienced zero days of vacancy, the resident pays every month, and also signed a two-year extension of their lease with an increase in years two and three between 3.5% and 5%. You currently have a rental rate of 79% rent-to-price ratio. You have had exactly $212 in minor maintenance expenses since the day you purchased the property, excluding this occurrence. I’m not sure what else an investor can want from their first 27 months of owning a property…
Our customer service team has called you multiple times to check in, and although you occasionally spoke, you rarely take or return their calls.
Now, your complaint concerns the fact that we did not call you before performing work exceeding $400. Why did we not call first? Because it was over a weekend involving a quality-of-life issue for a nearly perfect resident. We moved quickly to protect the resident’s well-being, your asset, and your income. You took two days to respond once we notified you of the work completed. Imagine if it had taken you two days to respond to a request, and then you wanted to perform the work yourself? This is the very essence of why investors buy a truly Turnkey property and experience. A professional, turnkey company is responsible for the well-being and performance of investors' assets. This is what we've been doing for the past 22 years, and we excel at it.
The weekend before July 4, the resident called with an AC issue. Air conditioning in June and July in Birmingham is a significant issue, and heating and cooling concerns are always a quality of life concern for our company, especially during the hottest and coldest times of the year. We sent a technician to the house twice over a two-day period. He quoted a price for repairs, and we checked with a second AC company on the same repair list, which allowed us to negotiate the price down by roughly 20%. Although extensive work was done and explained in detail to you, most of it was covered under warranty, resulting in a final bill of $1,440.
Your resident was thrilled with the quick response and grateful that they were not left without AC on a hot summer weekend. The property management agreement allows us, as the property manager, to make repairs exceeding $400 in instances where your property would suffer greater damage if the repair were not made, or the resident would be in a poor quality of life scenario. This is the precise job that you and all of our 3500+ owners have hired us to do. Our reputation is critical, and how we treat residents on behalf of our owners is the primary reason for our ability to secure long-term occupancies and minimize vacancy.
It is clear to me from the messages you’ve sent and the way you spoke to our team on the phone that you are not a good fit with our company. You do not view the value of the services we provide and the respect we afford all parties in the same way. This could have been solved so easily. You could have easily asked to use the credit to cover the costs. However, you were offended that we would even consider doing the work in the first place. As another example of just how far off we are in philosophy, you offered a solution to us – “Break the lease and increase the rent by $100 from next month because the tenant wants to use the AC”. That is asinine! Subsequently, we have sent you a termination notice for management purposes.
In many cases, I provide other companies as references in the area for you to contact; however, I’m afraid that in this case, I don’t know anyone whom I would refer. I'm sure you will find someone, and hopefully for your sake, they are not on BP. Regarding the credit referenced, it was a credit for management services provided by Premier Property Management. It does not follow you to whomever you want to manage the property. Unfortunately, you chose this reaction and this path—best of luck in your future endeavors.
FYI – you also posted this same review with 1 star on Google. Here is how three recent residents in a similar situation to your resident reviewed our service. If you want to manage this property yourself, take these into consideration.
5 Star - “@Candice Burgner sent someone out to check our AC within a couple of hours. They fixed it in 30 minutes. All is working well.”
Mark G5 Star - “My husband and I recently had to have some maintenance requests serviced in our home and our Zone Manager @Megan Weaver worked with a sense of urgency and efficiency that helped to get our issues resolved in a timely and professional manner.”
Maggie D5 Star - “I had an issue with my Ac unit over the weekend and of course the offices were closed. @Candice Burgner the zone manager ended up contacting me that same day after I put in a work order using the online portal. She assured me that the order had been put in and she was just waiting on a company to get the order and reach out. That night the company company contacted me and let me know they would be out the next morning. The company came out and did repairs and my ac unit was back up and running. I appreciate the prompt attention to this matter especially when it is so hot outside! Thanks so much Candice you were awesome!!!”
Agrapina W- New to Real Estate · Iselin, NJ · Member since 2022 · 70 posts · 22 votes1y
Quote from @Chris Clothier:
Hemal -
I afforded you the same courtesy that I afford every owner who posts an issue or a complaint, and I waited to respond until you had an opportunity to speak with me. Given the way you’ve conducted yourself over the last few days, it wasn't easy to wait. However, I chose to act with integrity and wanted to allow you to speak with me and share whatever your grievance may be. You have not taken that opportunity, so as I said in my voicemail to you, I am responding here.
You purchased this property in April 2023. It was newly built and one of roughly two dozen in this area that we sold to investors and continue to manage. The property was appraised for its full sales price and was rented on the day you closed the sale. You have experienced zero days of vacancy, the resident pays every month, and also signed a two-year extension of their lease with an increase in years two and three between 3.5% and 5%. You currently have a rental rate of 79% rent-to-price ratio. You have had exactly $212 in minor maintenance expenses since the day you purchased the property, excluding this occurrence. I’m not sure what else an investor can want from their first 27 months of owning a property…
Our customer service team has called you multiple times to check in, and although you occasionally spoke, you rarely take or return their calls.
Now, your complaint concerns the fact that we did not call you before performing work exceeding $400. Why did we not call first? Because it was over a weekend involving a quality-of-life issue for a nearly perfect resident. We moved quickly to protect the resident’s well-being, your asset, and your income. You took two days to respond once we notified you of the work completed. Imagine if it had taken you two days to respond to a request, and then you wanted to perform the work yourself? This is the very essence of why investors buy a truly Turnkey property and experience. A professional, turnkey company is responsible for the well-being and performance of investors' assets. This is what we've been doing for the past 22 years, and we excel at it.
The weekend before July 4, the resident called with an AC issue. Air conditioning in June and July in Birmingham is a significant issue, and heating and cooling concerns are always a quality of life concern for our company, especially during the hottest and coldest times of the year. We sent a technician to the house twice over a two-day period. He quoted a price for repairs, and we checked with a second AC company on the same repair list, which allowed us to negotiate the price down by roughly 20%. Although extensive work was done and explained in detail to you, most of it was covered under warranty, resulting in a final bill of $1,440.
Your resident was thrilled with the quick response and grateful that they were not left without AC on a hot summer weekend. The property management agreement allows us, as the property manager, to make repairs exceeding $400 in instances where your property would suffer greater damage if the repair were not made, or the resident would be in a poor quality of life scenario. This is the precise job that you and all of our 3500+ owners have hired us to do. Our reputation is critical, and how we treat residents on behalf of our owners is the primary reason for our ability to secure long-term occupancies and minimize vacancy.
It is clear to me from the messages you’ve sent and the way you spoke to our team on the phone that you are not a good fit with our company. You do not view the value of the services we provide and the respect we afford all parties in the same way. This could have been solved so easily. You could have easily asked to use the credit to cover the costs. However, you were offended that we would even consider doing the work in the first place. As another example of just how far off we are in philosophy, you offered a solution to us – “Break the lease and increase the rent by $100 from next month because the tenant wants to use the AC”. That is asinine! Subsequently, we have sent you a termination notice for management purposes.
In many cases, I provide other companies as references in the area for you to contact; however, I’m afraid that in this case, I don’t know anyone whom I would refer. I'm sure you will find someone, and hopefully for your sake, they are not on BP. Regarding the credit referenced, it was a credit for management services provided by Premier Property Management. It does not follow you to whomever you want to manage the property. Unfortunately, you chose this reaction and this path—best of luck in your future endeavors.
FYI – you also posted this same review with 1 star on Google. Here is how three recent residents in a similar situation to your resident reviewed our service. If you want to manage this property yourself, take these into consideration.
5 Star - “@Candice Burgner sent someone out to check our AC within a couple of hours. They fixed it in 30 minutes. All is working well.”
Mark G5 Star - “My husband and I recently had to have some maintenance requests serviced in our home and our Zone Manager @Megan Weaver worked with a sense of urgency and efficiency that helped to get our issues resolved in a timely and professional manner.”
Maggie D5 Star - “I had an issue with my Ac unit over the weekend and of course the offices were closed. @Candice Burgner the zone manager ended up contacting me that same day after I put in a work order using the online portal. She assured me that the order had been put in and she was just waiting on a company to get the order and reach out. That night the company company contacted me and let me know they would be out the next morning. The company came out and did repairs and my ac unit was back up and running. I appreciate the prompt attention to this matter especially when it is so hot outside! Thanks so much Candice you were awesome!!!”
Agrapina W@Chris Clothier Your team has contact details of me and my partner who purchased the property together. They didn't check with nobody before making the repair of $1440. I can make the repair much cheaper than you guys. It's just a cover up for messing it up.
I stated clearly I'd like to terminate the contract provided management credit is refunded. That is 16,000$ in management credit paid over 7 years because I paid premium price on the property. With that it will make 7% return on investment property bought from you. You're talking about forfeiting roughly $14,000. That puts my ROI to 0% and next few years are going to be 0 to 3%. That just shows you'll screw investor given a chance. I don't know if Chris is using Jay as a lender.
To put it into perspective, on the investment of $60,000, next few years my return is going to be as following.
$ 14
$ 787
$ 721
$ 1,440
$ 1,569
$ 2,065
Anybody wants to work with REI Nation now?
Quote from @Chris Clothier:
Hemal -
I afforded you the same courtesy that I afford every owner who posts an issue or a complaint, and I waited to respond until you had an opportunity to speak with me. Given the way you’ve conducted yourself over the last few days, it wasn't easy to wait. However, I chose to act with integrity and wanted to allow you to speak with me and share whatever your grievance may be. You have not taken that opportunity, so as I said in my voicemail to you, I am responding here.
You purchased this property in April 2023. It was newly built and one of roughly two dozen in this area that we sold to investors and continue to manage. The property was appraised for its full sales price and was rented on the day you closed the sale. You have experienced zero days of vacancy, the resident pays every month, and also signed a two-year extension of their lease with an increase in years two and three between 3.5% and 5%. You currently have a rental rate of 79% rent-to-price ratio. You have had exactly $212 in minor maintenance expenses since the day you purchased the property, excluding this occurrence. I’m not sure what else an investor can want from their first 27 months of owning a property…
Our customer service team has called you multiple times to check in, and although you occasionally spoke, you rarely take or return their calls.
Now, your complaint concerns the fact that we did not call you before performing work exceeding $400. Why did we not call first? Because it was over a weekend involving a quality-of-life issue for a nearly perfect resident. We moved quickly to protect the resident’s well-being, your asset, and your income. You took two days to respond once we notified you of the work completed. Imagine if it had taken you two days to respond to a request, and then you wanted to perform the work yourself? This is the very essence of why investors buy a truly Turnkey property and experience. A professional, turnkey company is responsible for the well-being and performance of investors' assets. This is what we've been doing for the past 22 years, and we excel at it.
The weekend before July 4, the resident called with an AC issue. Air conditioning in June and July in Birmingham is a significant issue, and heating and cooling concerns are always a quality of life concern for our company, especially during the hottest and coldest times of the year. We sent a technician to the house twice over a two-day period. He quoted a price for repairs, and we checked with a second AC company on the same repair list, which allowed us to negotiate the price down by roughly 20%. Although extensive work was done and explained in detail to you, most of it was covered under warranty, resulting in a final bill of $1,440.
Your resident was thrilled with the quick response and grateful that they were not left without AC on a hot summer weekend. The property management agreement allows us, as the property manager, to make repairs exceeding $400 in instances where your property would suffer greater damage if the repair were not made, or the resident would be in a poor quality of life scenario. This is the precise job that you and all of our 3500+ owners have hired us to do. Our reputation is critical, and how we treat residents on behalf of our owners is the primary reason for our ability to secure long-term occupancies and minimize vacancy.
It is clear to me from the messages you’ve sent and the way you spoke to our team on the phone that you are not a good fit with our company. You do not view the value of the services we provide and the respect we afford all parties in the same way. This could have been solved so easily. You could have easily asked to use the credit to cover the costs. However, you were offended that we would even consider doing the work in the first place. As another example of just how far off we are in philosophy, you offered a solution to us – “Break the lease and increase the rent by $100 from next month because the tenant wants to use the AC”. That is asinine! Subsequently, we have sent you a termination notice for management purposes.
In many cases, I provide other companies as references in the area for you to contact; however, I’m afraid that in this case, I don’t know anyone whom I would refer. I'm sure you will find someone, and hopefully for your sake, they are not on BP. Regarding the credit referenced, it was a credit for management services provided by Premier Property Management. It does not follow you to whomever you want to manage the property. Unfortunately, you chose this reaction and this path—best of luck in your future endeavors.
FYI – you also posted this same review with 1 star on Google. Here is how three recent residents in a similar situation to your resident reviewed our service. If you want to manage this property yourself, take these into consideration.
5 Star - “@Candice Burgner sent someone out to check our AC within a couple of hours. They fixed it in 30 minutes. All is working well.”
Mark G5 Star - “My husband and I recently had to have some maintenance requests serviced in our home and our Zone Manager @Megan Weaver worked with a sense of urgency and efficiency that helped to get our issues resolved in a timely and professional manner.”
Maggie D5 Star - “I had an issue with my Ac unit over the weekend and of course the offices were closed. @Candice Burgner the zone manager ended up contacting me that same day after I put in a work order using the online portal. She assured me that the order had been put in and she was just waiting on a company to get the order and reach out. That night the company company contacted me and let me know they would be out the next morning. The company came out and did repairs and my ac unit was back up and running. I appreciate the prompt attention to this matter especially when it is so hot outside! Thanks so much Candice you were awesome!!!”
Agrapina WJust as an FYI, appreciate you explaining what happened from your side.
- 8moThomas OwenPro MemberMember since 2026 · 6 posts · 4 votes
@Chris Clothier Chris, that is by far the best response I've ever seen given the situation. I have 1 home with REI and 2 in escrow. I am doing my best to inspect and find any major issues and your team is doing a good job of repairing items I have pointed out. Thank You!
- 1yJay HinrichsBusiness MemberReal Estate Consultant · Summerlin, NV · Member since 2014 · 45k+ posts · 66k+ votes
FWIW file.. I have known Chris and his company now since basically the inception of the company back in the mid 2000s I have never done bizz with them ( I provide capital for BRRR and turnkey operators). Although I have funded a lot of folks in Memphis and other markets they work.. I have been to their world headquarters and got the tour ( most impressive) This company from my vantage point of working with at least 20 different Turnkey companies is one of Customer service and a back ground in Customer service over say just being real estate folks.
This will sound kind of Corny but it reminded me of my second job as a bag boy at a local mom and pop grocery store were the owners were just sticklers on customer care not like grocery today were the checkers will be talking to each other while a customer is in line etc. I see REI Nation as OLD school customer care company and their product is rental houses.
The other thing that I see watching their growth over the decades is doing their best to bring higher quality rentals instead of what looks best on paper.. Anyone who has followed my posts over the years has seen me write that RE prices for Risk and buying the least expensive property because you have to hit a certain return metric is just setting yourself up for long term aggravation and failure rental houses are set it and forget and get wealthy with tenant paying down your mortgage and appreciation.. And from my view point REI nation tries their very best to bring better quality rentals to market so they will work long term.
As for the post about the guy whining about the air-conditioner service if 1000 bucks ruins your day your in the wrong investment. U cant compare rental real estate to the stock market and or mutual funds.
Chris is from my vantage point super sharp super successful and very honest and forthright especially how he interacts with those on BP that do have complaints.
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