Second is that you can ask questions and get more detail to understand the issue and possible solutions.

It's still a viable solution to your problem.

However, this is a difficult qualification to meet, especially if you have a full-time job outside of real estate.Don’t worry if you aren’t able to qualify for REPS status, because there is another strategy that is referred to as a “loophole”, which is the STR strategy.Per Section 1.469-1T(e)(3)(ii)(A): there are six exceptions where your rental property income is not automatically considered to be “rental activity” and thus may unlock the door for being able to offset these losses against your active income.The average customer use is seven days or less.The average customer use is 30 days or less and significant personal services were provided (for example, daily housekeeping).Extraordinary personal services are provided, regardless of the duration of customer use.The rental is incidental to a non-rental activity.The property is available during defined business hours for non-exclusive use by various customers.The property is used in an activity conducted by an S Corporation, partnership or joint venture in which the taxpayer holds an interest.If your property qualifies by meeting one of the exceptions above, the next step is to demonstrate material participation in the rental activity.

Their customer service was not helpful.

An activity is a rental activity if tangible property (real or personal) is used by customers or held for use by customers, and the gross income (or expected gross income) from the activity represents amounts paid (or to be paid) mainly for the use of the property.

I also don't think they are customers. 

These are real human beings in bad situation and they need real advice and real creative solutions to get out from under it.

For example:Tenant ManagementLease Automation & E-SignaturesOnline Rent PaymentsTenant ScreeningMaintenance Request TrackingMarket Vacant PropertiesIncome & Expense Tracking (Do you use QuickBooks and want to continue, or does your current PMS have its own solution?)

I want two things - I want help customizing a lease for my property.

Customer service has also been very good in my experience although hold times average around 5-10 minutes depending upon the time of day you call.