We have 10 SFRs under management in the Youngstown, Ohio area. We have an agreement with our PM to complete repairs under a certain amount, I believe it was in the $100 range and my husband upped it to maybe $200-$250 range so as not to be bothered by too many little items, but he doesn't remember. Emergency things like no heat get handled immediately.
I had suggested organizing emails into folders so it was easier to find info, but sometimes emails cover more than one address. My husband also said it was too much work.
We recently had a vacancy, we went through and determined work that needed to be done, got our proposal, made our revisions and OKd the work.
We got an additional small bill for exterior work that we'd already paid for in 2015 which was never completed. We had bugged the PM for 9 months to have the contractor (they share a small office building) complete what we'd paid for and my husband finally gave up.
However, I was really pissed when we got billed again, and I remembered this particular repair because of what we'd dealt with before. I reminded the contractor with past email documentation that we'd already paid for this and the contractor's secretary (wife) sent us an email backtracking on how she wasn't sure exactly how to describe the work and that at any given time different things need addressing and it may not have been the same thing we paid for. Well, this patronizing tone made me even more upset, though I was nice to her and just requested that she send some photos of the additional work that she didn't know how to describe. She must have assumed that because we are out of state investors that we never visit our properties.......we'd been there 4 times in the previous 6 months!
Photos didn't come, and I went through every proposal and email and invoice related to maintenance on this property to document that our request to have the work completed wasn't just a one off that could have been missed, and that it had been ongoing over a period of time.
Wow, what I discovered. There are many issues at play here.......and I'd like to say that basically our contractor is a good guy who does a decent job. Things get missed, that's expected. He has grown and has at least a couple of trucks that I'm aware of and a bunch of guys working for him. I know a good contractor is difficult to come by, though I am going to begin looking for others. My PM had another guy that he was using in addition who just didn't work out. He claims it's difficult to get good people, though I'm not sure how hard he's tried to find different options.
My husband is very organized and keeps the books and spreadsheets, though he doesn't delve too deeply into the repairs. Our PM uses software called RenTec which tracks a lot of things.
So, what I discovered is some painting which we paid for in the laundry room that was never done, a hot water heater that was replaced 2 1/2 years after our initial renovation which included a new hot water heater (yes, they were both done). But didn't someone notice that the water heater looked fairly new? There was a warranty on the first water heater, what happened with that?
OK, so I take responsibility for those things. We had an opportunity to notice that the paint wasn't done when we got inspection photos during the tenancy of the previous occupants.
Another thing was a repair made to the exterior of the house in March of this year that I noted was a problem with a picture during a drive by in June. That either wasn't done or was done poorly. We've paid for that again as a turnover repair.
Now that you have the long, drawn-out background, I'm looking for ideas on how to best organize previous proposals and invoices so as to avoid these problems. We are also working with our PM to not just send us general photos of the completed project, but to check the work specified on the proposal.