Need Advice - Great Jones terrible property management company

[Paul Kuhn]

I am long distant land-lording in Indianapolis. A leak was reported to Great Jones by the tenant a while ago, which we have asked them to repair. There has been no repair completed, with an updated photo below of the unit from an assessor. How can I get the unit leak fixed before it destroys more of the property? Great Jones has not responded to our emails/requests to fix the issue. If you try calling their customer support number, it sends you to voicemail after 5minutes. Almost no ability to talk to a human... Even their emergency repair 24/7 line does not work. As an owner, there is absolutely no way to escalate this. They do not keep a copy of the key, so I need to contact the tenant for which information I do not have. If the tenant isn't available to let them in, I need to call a locksmith on top of it. How should I proceed to get the issue fixed? 

[Nathan Gesner]

Originally posted by @Paul Kuhn:

I hope you've made the decision to look for a new property manager. The inability of an owner to reach a Property Manager within 24 hours is unacceptable in today's world. I would send GJ a termination letter immediately and demand they not do anything with the home. Get the deposit back and handle turnover yourself. I would coordinate for a locksmith to change the locks as soon as the tenant is out. I would spend the next 10 days heavily researching and finding a new property manager that can take over, handle the turnover, and get this thing rented.

Remember: cheaper doesn't mean you'll make more money.

You can start by going to www.narpm.org to search their directory of managers. These are professionals with additional training and a stricter code of ethics. It's no guarantee but it's a good place to start. Regardless of how you find them, try to interview at least three managers

1. Ask how many units they manage and how much experience they have. If it's a larger organization, feel free to inquire about their different staff qualifications.

2. Review their management agreement. Make sure it explicitly explains the process for termination if you are unhappy with their services, but especially if they violate the terms of your agreement.

3. Understand the fees involved and calculate the total cost for an entire year of management so you can compare the different managers. It may sound nice to pay a 5% management fee but the extra fees can add up to be more than the other company that charges 10% with no add-on fees. Fees should be clearly stated, easy to understand, and justifiable. If you ask the manager to justify a fee and he starts hemming and hawing, move on or require them to remove the fee. Don't be afraid to negotiate!

4. Review their lease agreement and addenda. Think of all the things that could go wrong and see if the lease addresses them: unauthorized pets or tenants, early termination, security deposit, lease violations, late rent, eviction, lawn maintenance, parking, etc.

5. Don't just read the lease! Ask the manager to explain their process for dealing with maintenance, late rent, evictions, turnover, etc. If they are professional, they can explain this quickly and easily. If they are VERY professional, they will have their processes in writing as verification that it is enforced equally and fairly by their entire staff.

6. Ask to speak with some of their current owners and current/former tenants. You can also check their reviews online at Google, Facebook, or Yelp. Just remember: most negative reviews are written by problematic tenants. The fact they are complaining online might be an indication the property manager dealt with them properly so be sure to ask the manager for their side of the story.

7. Look at their marketing strategy. Are they doing everything they can to expose properties to the widest possible market? Are their listings detailed with good quality photos? Can they prove how long it takes to rent a vacant property?

This isn't inclusive but should give you a good start. If you have specific questions about property management, I'll be happy to help!