Hi, @Jenny Keffer Sorry to hear this, It does make it hard for me (PM) but it's also why I started my property management business. It was clear that there was an opportunity to do it better. It's definitely hard work and a bit frenzied so if a PM isn't really "in to it" they will fail miserably, and in turn really hurt their clients. There's a lot on the line in this business and you have to deal with someone who respects that.
I would like to emphasize what Steve Babiak mentioned, make sure you send the ex-tenants a letter explaining the itemized costs that their Sec Dep was used for.
There definitely are good PM's out there and I strive to be one because this is MY business and my reputation on the line and I care about it. There's lots of people who don't care about their reputation.
It sounds like PA has lic requirements so definitely connect with the state real estate commission. Maybe let the PM know that first, it may be enough to motivate them to get the $ back.
Good luck with this and future properties!