Our latest survey results reflected the following:
How are we doing for you?
The best experience as a tenant!
33%
Great, but could be much better 22%
Very reasonable service 0%
Considering a change because of mgmt 0%
Maintenance is very poor 0%
Maintenance is reasonable 0%
Maintenance is very responsive 22%
I will rent again because of Ambassador Property Mgmt22%
Most Frequent Tenant Complaints
Don't I pay you to service my needs? You're the management company and it is your responsibiity that I'm happy.
RENT - " a payment made periodically by a tenant to a landlord in return for the use of land, a building, an apartment, an office, or other property"
Our services are paid for by the owner to "manage" the relationship between you and they. The owner has final say regarding the enforcement of the lease as we keep our clients well informed about tenant behavior, payment habits, and the condition of the property. Our tenants pay to occupy the property vs. our services.
With that being said, we love the opportunity to be as responsive as possible to our tenants. We will make every effort to communicate to the owner when our tenants are paying in a timely manner and taking great care of the structure. We want you to feel at home and trust our judgement as well as our owners so that we can keep your rent affordable and the property pleasant to live.
Why don't you handle my maintenance requests faster? I should be kept up to date at all times.
It takes a little time in order to submit our requests to an owner, assign the appropriate vendor, schedule an available time for our vendor, obtain a quote, submit to our owner, obtain approval, notify the vendor, etc. We simply do not have the time to call all of our tenants in waiting to say that there is nothing to say.
These are actual emails from tenants:
"I was emailing to see if you have an update to the update sent earlier today"
"I was emailing to inquire whether you received my earlier email."
The staff at Ambassador invest their time on projects that produce results for our tenants. Time is better invested in order to resolve a matter as fast as possible instead of spending unnecessary time in idle. We realize an update is reassuring. This is why our database will provide email updates to you in real time as our systems are updated by that staff. It is acceptable if you feel the need to phone in and request an update. Leave a detailed message and someone will return your inquiry if our phones are not immediately answered.
Disclosure: We do NOT own the properties we manage. This means that we can not perform unauthorized work on the property ourselves. The owner need not approve any repairs or improvements to the property that are not plumbing, air conditioning, or pose a hazard.
There technically are not any emergencies in real estate. However, we know that a non-functioning air conditioner can be very uncomfortable so we work to resolve these matters as soon as they occur. Our maintenance requests are put in a priority status so our more immediate issues are handled faster. This means that if you are requesting a fence repair it may take a little longer because we are assisting the family without heat.
You provide such a good service to the owners, but what about the tenants?
Many times we encourage our clients to take care of their timely paying tenants offering incentives. All we ask is that you treat us the way that you would like to be treated. We offer the same sort of incentives including I-Pads, gift certificates, etc. We work to see to it that you are taken care of and that you are rewarded in many different ways. We are a staff of humans and make mistakes from time to time. If something occurs that may be our mistake please have the patience to work with us as we will have the same respect when you may encounter a personal issue. We don't need to make your Christmas lists, but it would be nice!
Your staff are rude to me! Why don't you treat me better when I call or email?
Our staff are paid to enforce the terms of the lease and serve as advocates for our tenants and owners. Sometimes when executing our contracted duties it may seem that we are less than courteous, however always respectful. Unfortunately, it is tough to make and maintain friends in the business when you are doing your jobs well. Often, either the tenant or the owner have to agree to disagree. There are no victory celebrations during the course of enforcement. *Company Policy! : )
I pay on time all the time, but when I have a problem you don't care?
There are many times when we assist the tenants through hard times by asking owners to show some kindness in areas that they can afford to. However, we don't hand out awards for abiding by the contract you agreed to in the first place. As a management company, we have never been rewarded by a tenant financially for taking their payments on time. Although, we do accept cupcakes!
