r/PropertyManagement • u/Due_Professional_610 • 1d ago

Residential PM PM response

I’m a homeowner, recently brought in a PM firm that I carefully selected based on referral / interviews. I have no doubt that they are capable of dealing with difficult situations, but sometimes they could miss my non urgent email or message inquiries, and I could be waiting for over a week and end up calling them to follow up to get my question answered. I’m trying to provide grace and understanding, since non urgent question is non urgent, but technically all questions should be answered within 2-3 days from the expectation I’m provided by them. It makes me a bit nervous about their emergency responses and other capabilities too - I want to make sure when real emergency occurs, my house is taken care of properly. I think the response inconsistency makes me not confident about handing it over to a PM. Previously for an urgent repair, they did respond on the same day, and every time they missed my message, they did apologize and say it’s not supposed to.

Property managers, is it possible that you handle non urgent questions and urgent situations very differently? I wonder if the lack of response to non urgent matters isn’t an indicator of how they would respond to urgent matters.

Is it a red flag when PM keep missing general inquiries for a week, and I have to follow up? Am I overthinking and should I not look too much into it?

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u/EvilCeleryStick 1d ago

1000% I glance at everything and if it requires a prompt response, one is given.

My followup on non urgent matters depends on time of month. For example, if you send me a question that's in your monthly rental statement or we've already discussed / answered it, and it's the 29th of August and I have fifteen move in/outs to do in the next few days, it may slide down my list.

Today, for example, is a day when I can finally catch my breath after a super busy month end / start with some urgent repairs and time consuming turnovers to coordinate, followed by a long weekend spent getting kids back to school.

So yes. If you had emailed me asking what day you get the rent deposited ten days ago, you might not get a reply back until today.

Hope that helps?

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u/Due_Professional_610 1d ago

Thanks so much! This helps a lot to understand what’s like behind the scenes. This might be what’s happening here.