Woodruff Property Management

Service Provider Response

We were hired initially to lease the premises. The owner had such a problem dealing with Mr. [Member Name Removed] and getting him to pay his rent that she hired us as her agent and property manager. Mr. [Member Name Removed] continues to refuse to pay his rent. When I last spoke with him he was so rude that I requested that we only communicate in writing. His last email to me said that I was harassing him that that if I tried to contact him again he would call the police. We have posted a Demand for Rent or Possession and have started eviction proceedings. Mr. [Member Name Removed] can contact us through his Tenant Portal and can also submit work orders (zero have been submitted). He could even set up auto-pay so his rent is never late. I feel terrible for the home owner. We try very hard to find the best tenants for our clients. We even have a Tenant Quality Assurance Guarantee. The home owner will not be charged for the eviction process and we will find a better tenant for her without charging a leasing fee.

Service Provider Response

I guess I'm not sure how someone who did't work with my company can review it.

Service Provider Response

Customer's core complaint, as stated above, is that we did not get her property on the market in a reasonable amount of time. The fact is, we posted her property on 200+ websites within 24 hours of her execution of the required paperwork. I feel this was a response time that would meet anyone's reasonable expectations. We started working with the customer in the beginning of November. My broker took pictures of her property on November 15th. When he spoke to the customer's existing tenant, her tenant said that he didn't know when he was going to move out. There are hundreds of emails between my broker and the customer. The customer never provided us with a specific date as to when her tenant was moving out. On December 2nd the customer informed my broker that her tenant had moved out. On December 3rd the customer was sent an Exclusive Right to Lease... which she didn't sign until December 6th. We cannot list a property without an executed Exclusive Right to Lease. On December 7th, less than 24 hours after receiving her executed Exclusive Right to Lease, we posted her property "For Rent" to our extensive list of 200+ websites. Unfortunately, it is very hard for any property management firm to find a quality tenant in the winter. December is particularly difficult due to the holidays. No one wants to move at Christmas. When my broker told me that he was having communication issues with the customer, I reviewed her account and emails. I noticed a trend in their communications which also occurred in my own emails with the customer. We would make a statement and the customer would disregard the statements made, and then she would ask the same question again. I repeatedly tried to explain that we could not list a property without the proper paperwork (the Exclusive Right to Lease). I asked why she waited three days to sign the document. The customer never responded to this comment or question, and instead sent another email to me with almost the exact wording as the previous email. In the first week of January, after my review, I asked my broker to terminate our contracts with the customer. the customer had three properties with us, and we managed the other two without complaint. I waived all termination fees and January property management fees for all three properties (despite clear contractual rights, worth about $1,500). the customer then sent us an email asking if we would meet her new property manager at her property at 3 pm the following day. At 9 am my broker received a very upset phone call from the new property manager asking why my broker wasn't at the property. My broker sent him a copy of the email from the customer requesting the 3 pm meeting. Her new property manager (rhetorically) asked why she had told him 9 am. I believe the new property manager is going to have the same communication issues that resulted in the termination of the customer's contracts. We strive to serve our clients with the highest degree of professionalism, but communication is key. It is very had to satisfy a client who holds unrealistic expectations with whom we couldn't communicate. We did our best, but, after two months of hard work we had to ask the customer to work with another company. This is only the 4th time we have chosen to terminate one of our relationships. We have satisfied or exceeded the expectations over 700 other property owners. J. Andrew Woodruff Managing Broker / Owner

Service Provider Response

Customer, you caught us with our pants down. We doubled in size in 2012 (from 150 to 300 properties) and our phone system was having trouble handling over 200 calls per day. We are currently changing to a new phone system. During the transition we have had issues with transferred calls going to the wrong extensions and lost voicemails. I truly apologize. We typically answer / return over 99% of our calls. I have emailed Shawn Cassel (broker for Littleton with over 20 years experience in real estate and ex-managing broker of Coldwell Banker Cherry Creek) to contact you ASAP. If he is not able to recover your voice mail he will have to send you a letter as your contact info is not on this review (unless you decide to give us another chance and email him or call him - shawn@woodruffpm.com - 303-872-9118 x 19). Just FYI, our tenants (and property owners) generally contact us via their Tenant and Owner Portals using Conversations (like the wall on Facebook) or clicking on Maintenance to enter a service request. This give us a constant written record and eliminates unnecessary steps that can lead to things falling through the cracks. Thank you for posting this review. I need to know when we aren't responsive. The new phone system should be up and running by no later than the 18th. I think you'll like what it can do. Sincerely, J. Andrew Woodruff - Managing Broker / Owner - Woodruff Property Management

Service Provider Response

I see that you contacted my company in July of this year (5 months ago), but apparently went in a different direction. Perhaps if you had hired us you would have found that we were worth the money. In construction we used to say "Speed, Quality, Price... Pick Two". I am sorry that you feel that we are over priced. My company has leased over 700 homes in the Denver Metro area since we opened on April 1, 2009. Our clients have found that the level of service we offer is worth what we charge. Before I opened my company I reviewed other property management companies, not only in Denver but across the nation. I discovered that the average property management company only returned 60% of their calls. I discovered that property management companies had more complaints than almost any other profession. I discovered that most property management firms made most of their money by over-charging for maintenance. And almost all of them were still using paper. We are 99% paperless, use e-signed documents, answer / return over 99% of our calls, and offer discounted maintenance (and a handyman that only costs $20 per hour). We show our properties from 9 am to 9 pm 7 days a week. We average 19 days to rent a property vs the national average of 34 days. We pay our property owners on the 6th of the month rather than the 20th so they don't start out a month behind on their mortgage. We are so confidant in our screening services that will even pay to evict a tenant that we qualified in a property we manage (we have only had 2 evictions... ever). We don't charge an up front / set-up fee. If we don't preform, you don't pay. Actually, it would just be easier if you looked at our 15 point promise on our website. In my experience you really do get what you pay for, and I really don't want my company to be Ford. I would rather it be Mercedes. Please let me know if you decide you would like a higher level of service.