Ben, the biggest challenge I have with my current PM is responsiveness and consistency.
1. Semi-annual inspections are perpetually delayed, I rarely receive thorough move-out inspection photos and summaries (I do not live in the area, and these inspections are the only means by which I get visuals on the property). They charge a standard $75/inspection - which I am happy to pay ($150/yr is a small price for continual visual updates), and I requested they complete a semi-annual regardless of occupancy - this was like pulling teeth. Regardless, I only receive a semi-annual when occupied, meaning that if a tenant stays for 1yr (not uncommon in a military town like Jacksonville), I may only receive an inspection once per year (halfway through the lease). This means that at BEST I receive 1 inspection a year, and if the property is unoccupied for a few months, that delays the inspections even longer.
2. Repairs take weeks to dare I say, a month or more.
3. Simple email inquiries take days to weeks for a reply. Mind you, I do not inundate the PM with concerns while the property is occupied, and following ANY inspection photos, I am forward leaning on planning updates to be completed at the next turnover. I have to remind the PM staff of those items when I find out the tenant is leaving, and not all of them are completed.
4. It is hit or miss whether or not I'll receive a [monthly] statement when the property is occupied. And proceeds, which used to be sent via check, arrived randomly between the first and 30th. I opened an account with a bank at which they would deposit, and so the proceeds were more regular...but the statement that used to come with the check now only occasionally arrives via email.
An example is following Hurricane Matthew, I have had no feedback as to the status of my property. I understand all PMs are busy following a major storm, and so I emailed them last week just to ask when I should expect some photos or an update. I have had no reply. In my concern following the hurricane I asked a friend-of-a-friend to drive by (from New Bern) and take photos of any potential damage. There is a downed tree in the yard, brush everywhere in the yard and on the roof...and I have heard nothing from the PM. Knowing there is no structural damage, I have been patient about sending photos to the PM. I wanted to see if they would send an update... but I've heard nothing. If this were not their norm I wouldn't be concerned, however since this comes across as their standard operating procedure, I'm ready to move on.
