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?

[Chris Clothier]

Originally posted by @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?

 Laura, your expectations are not too high.  However, you need to move NOW!  The costs and lack of communication are not normal and once you settle and allow them to not answer or charge you without oversight or fail to provide proof, then you have set a new expectation for them.  And unfortunately, many companies will always perform down to lower expectations until you eventually are left with no control at all.  I hate that you are dealing with this, but my advice is to get control as a fast as you can on the property before you lose anything else.  You should absolutely never accept this type of behavior from a management company and never give a second chance.  How they handle this scenario is exactly who they are.  As an investor you cannot afford to wait.