Cozy - Why no Phone Number for Support?

[Shaun Palmer]

I am taking a look at Cozy for the property management software and one of the things that I noticed is that they do not have a phone number listed for contacting support. Has anyone had an issue with them? They only list email addresses. If anyone has a phone number for them I would really appreciate you passing along. I would think it is just good business practice to list your phone number on the website but that is just me. Anyone have any thoughts on this?

[JD Martin]

Don't know, but I've never had an issue with them that couldn't be resolved by e-mail. Personally, I love it if I can just resolve everything by e-mail/text because I hate talking on the phone and I have a paper trail the other way, since I can never remember what I talked about anyway. 

[Jeff B.]

IMO, no phone creates a serious issue in PM and if I or the tenant can't reach them by phone - - YOU'RE FIRED.

[Elizabeth Colegrove]

I LOVE cozy and use them all the time for our 8 rental properties. I am such a believer in them that I am an affiliate for them and recommend them to everyone!! When you sign up a personal customer service introduces themselves including their contact. I personally have never had a problem getting a hold of them when needed and love here personal service.

Let me know if I can help.

[Jeff B.]

Scenario:  water heater breaks and is flooding the floor.  You're expecting immediate email posting, receipt and response?  Kiss that parquet floor goodbye.

[JD Martin]

Originally posted by @Jeff B.:

Scenario:  water heater breaks and is flooding the floor.  You're expecting immediate email posting, receipt and response?  Kiss that parquet floor goodbye.

 ? Not sure how this translates to Cozy. They're not actually property managers, just provide an online portal for collecting payments. 

[Jeff B.]

Oops; I misread  "taking a look at Cozy for the property management software" - - SORRY

[Kayla W.]

Hi @Shaun Palmer! This is Kayla, from Cozy's customer support.

You're correct that we don't currently offer phone support, but as some of our customers have already stated, our support team works 7 days a week to get back to each person as quickly and as thoroughly as possible over email. Keeping written conversations allows both our team and our customers to keep records straight, and get to the bottom of issues more efficiently--I often will provide screenshots walking people through the problem in my emails, which is help that not even the best phone talker could provide.

If you do have any more questions, or would like to experience our support firsthand, feel free to send us an email!

[Charles Frankenhoff]

I just came on here due to a bad experience with Cozy customer support.  While I didn't like the way they handled it (I feel they ripped off my tenants for screening) I have to say their email turn around time was consistently within 24 hours.  I have no problem with that, and like the paper trail.

[Shaun Palmer]

All.  Thank you for for your help with this.  My experience with Cozy has been good so far.

[Ashley Ben]

@Charles Frankenhoff i agree with you. I ended up going with rentigo (www.rentigo.com) for that exact reason. I really like their support (email + phone) and it was really helpful when I set up my payments. 

[Kevin Taliaferro]

Here's my experience. I have been trying to contact them all week by email, Facebook, and everything I can think of. I have been unable to view my applicants for four days. Locked out of my account. I am showing a property tomorrow and I am not able to review the applications. This is completely unacceptable. I am getting no response from them. They must have enjoyed their holiday.