Property Management expectations for Turnkey

[Laura Kusto]

Back in July a leaking HVAC unit in the attic caused substantial damage to my rental home. It resulted in replacement of flooring, ceiling tiles and repainting certain areas. Total damages were over $1000 (on a monthly rent of ~$650) and the tenant had to file a claim with her renters insurance policy.

When this happened, my property management company did not proactively call me. Eventually, invoices started being posted to my account and the tenant ended the lease early. I was told it was because a pet was discovered during the process of fixing the water damage and when she was told she had to pay a pet deposit she vacated. All in, the move-out repairs (I am told her dog did substantial damage) and water damage eroded nearly 50% of the annual rental income. The property management company has not yet provided any pictures of the damages either.

I'm struggling to get any sort of acknowledgement from the property management company that anything was handled out of the ordinary. Is it unreasonable to expect proactive communications what such large damages are incurred?