Complaint Review: Property Sense - Sevierville TN
Property Sense PropertySense Reasons to AVOID Property Sense for managing your vacation rental property Sevierville TN
I'm not sure where to start this story. I'll just dive in and email me if you'd like specifics as I'm happy to share my story. I'll try and be thorough.
I first started with Property Sense on the recommendation of Evolve. I wanted to work with a proven cleaning and maintenance company and it was my second cabin in the area. Man, both 'on the ground' things I need in one shop -- exactly what an owner loves to see!
We went out and visited their facility and had a meeting with Travis the owner. Super nice, family team, a perfect fit!
Well, as you can see from the complaints screenshot, guests consistently complained about how cabin cleanliness -- probably every 3rd guest, I'd say. At first I ignored the complaints as 'you can't please everyone' but after a few I started bringing it up. We're a team and all want to do better, right? Right?!
While interactions with PS was generally of a positive note, I felt like a broken record. Why are there cobwebs STILL on the back door? It's on your checklist to clean. How is it that 2 guests back to back reported them? How is it that 2 inspections back to back missed it? (You can see a couple of those interactions in the dropbox file I'm linking at the bottom if this review allows posting links.)
Why is there cereal under the bed? Next guest had crumbs? And another had hair in the sheets and didn't receive new ones out until late the next day? (Maybe the cleaner snacked in bed every turn??)
Hopefully you get the idea by now...
Oh... And before I forget, my poor guests that actually called for 'boots on the ground' services saw it too. Rude customer service blowing off your guests and making them feel an inconvenience isn't good for our business.
*** I can't tell you how many times I had to ask/beg guests not to leave a bad review. How many times I comped them a meal or a night or an entire stay. And Property Sense flatly refused to "make good" on any of it aside from waiving a cleaning fee once when (I believe) a guest came into cabin with trash still in the can and dirty linens. Sorry, but these all blur together a bit now. ***
So I do want to be real for a second here. Sticking around for so long definitely falls on my shoulders. Any sane owner would have left after the 2nd or 3rd issue in a row. I had some personal issues come up and the cabin is basically on autopilot, so it was a low priority. I own that.
So what finally drove me away, you may ask? This is actually a funny story AND it made me instantly understand why my issues all along the way happen and would keep happening.
A month ago I had a couple of minor maintenance issues. One guest said my xbox broke and another said the window in front had a crack and was missing a screen. I forwarded this along with a request -- please have the cleaning crew check that the window isn't leaking on the next turn. And please plug in the xbox next when it arrives.
Well, my bill comes in and I'm charged a full service call for both.
- $67 to be told "interior glass pane is cracked but will not leak. Screen was pushed out, reinstalled." Something that any sane cleaner could see in 5 seconds (or maybe 10 if they're slow) like I asked.
- $67 to swap the old xbox for a new one I sent. Swapping two cables should be done on a turn as takes seconds.
When asked, the CFO basically said "suck it" you approved repairs up to $250. It was a hilarious response and I paid it but made it under protest.
I get a call from the owner Travis. I'll paraphrase our call bc I'm short on space:
- Our cleaners are all contractors and most don't speak English, so we can't know if they'd see a cracked window
- We can't trust them to swap an xbox and not steal it
- If you don't like it, leave
These are the people in your cabin every day. And the people guarding your investment. Now you can consider yourself informed.
** "Someone" posted a fake 5* review under my name the day I fired them. Integrity. **
This report was posted on Ripoff Report on 03/06/2020 09:53 AM and is a permanent record located here: https://www.ripoffreport.com/report/property-sense/sevierville-tn-reasons-avoid-1492613. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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