When Reviews Don’t Match Reality

[Gia Hermosillo]

I didn’t post on Monday because I was genuinely shocked.

Over the past couple of weeks, we’ve had a large influx of owners looking to transition from their current property manager — and many of them had the same company in common.

The reason? A complete breakdown in communication.

We were even copied on an owner’s request for tenant information. Weeks later… no response. Rent distributions still pending as we approach the end of August. Multiple channels tried, including personal phone numbers, and still nothing.

What surprised me most wasn’t the lack of service — it was the disconnect between this company’s online reputation and their actual performance. They’re sitting at the top of Google with glowing, recent reviews. But when you see the reality firsthand, it’s a different story.

This isn’t meant to be a rant, but a cautionary reminder:

• Reviews can be misleading. Some companies pay for them, others incentivize them.

• Transparency and communication aren’t optional in property management; they are the foundation of trust.

• As an owner, if you’re not hearing from your manager or waiting endlessly for distributions, that’s a red flag.

To my fellow owners and investors: What’s your non-negotiable when choosing a property manager?
Is it communication, reporting, transparency, or something else?

I’d love to hear your take.