Andrea Vernerova is so unprofessional. I do not trust her property management service at all. I truly regret working with Andrea for the last two years. Fortunately, I no longer work with her.
1) Andrea lied about the mail keys.
2) Andrea made agreements with the previous tenants without my knowledge and approval.
3) Andrea has very poor communication.
4) Andrea did not do a thorough move-out inspection. Cat urine on the carpet.
Full stories
1) Missing mail key
In 2016, I got 3 new mailbox keys after the mailbox was damaged and broken into by thieves. Andrea requested me to mail one new mail key to her office, so I mailed it directly to the office. She claimed she didn't get it. She kept claiming that for weeks, weeks. I filed a "lost mail report" to the USPS twice and they said they didn't find the key anywhere. So, I gave the 2nd mail key to her worker in person. After the tenants moved out, the property became vacant. I came to check all the keys and expected to see one mail key in the kitchen drawer, but I actually saw two mail keys! I tested them and they worked. The lie that the mail key was missing was a huge red flag.
2) Unofficial Agreements
The previous tenants and Andrea unofficially agreed on something during the move-in inspections without my knowledge and approval. I found it out after the move-out inspection. They "agreed" that the carpet didn't need to be professionally cleaned during the move-in, because they just believed that the carpet wasn't cleaned. In fact, the carpet was already cleaned before they moved in. Andrea did not inform me of this discussion and agreement at all until the move-out! Another fact is that the previous tenants officially signed the formal agreement called "Move Out Cleaning Instructions for Tenants", which states "Carpets: Must be professionally cleaned. Chem Dry is a preferred vendor. DO NOT USE A STORE RENTED MACHINE. You must provide a copy of the invoice from the carpet cleaning company when you turn in your keys." The tenants lived with their pet (cat). During the move-out, the carpet was not professionally cleaned that Andrea did not consider the safety/health (cleanliness and allergy) for the future tenants... which is really important. This caused a huge problem for the previous tenants and me during the move-out. What a waste of money and time.
3) Poor Communication
Andrea is very rarely responsive that I had to send multiple e-mails to get her responses. She always came up with excuses. She did not disclose everything (such as, unofficial agreements between Andrea and tenants without my knowledge and approval). And who really uses Yahoo emails for business purposes those days?
4) Unthorough move-out inspection
Andrea did not do a thorough move-out inspection with the tenants. I had to do my own move-out inspection and found conflicting facts. However, the move-out inspection forms were officially filled out with wrong facts (items marked as "OK" or whatever) by Andrea, so the tenants were using those forms as their proof (in order to refuse paying for the deductions from the security deposit for repairs and cleaning). This implies Andrea was in favor of the tenants, not the owner or the property. She didn't do what a professional property manager should do.
To make this worse, I noticed the smell of cat urine on the carpet. I had the carpet professionally cleaned *twice*, because I care about my future tenants. Cat urine is also harmful to humans. It can cause severe allergic reactions and infections: pneumonia and bronchitis. The odor got stuck in the carpet. The carpet had to be replaced. The tenants refused to pay for the professional carpet cleaning, and Andrea was not helpful. This was a waste of my time and money because Andrea made unofficial agreement (no carpet cleaning) with the previous tenants without my knowledge or approval.
Finally, my point is...
If you want a professional property manager who actually cares about your property (this is a business. someone should work in your interest) and professionalism (work ethics, quality of services, soft skills, good communication), I would look somewhere else. I had to pay alot of $$$ for Andrea's unprofessional mistakes. I am glad I am no longer working with her. For this matter, this company and this property manager utterly lost my trust.
I gave Andrea my last advice:
"Good communication is very important in any kind of business and you definitely need to work on improving your communication. There is plenty of resources online that you can use to help improve your property management skills. Plus, there are great articles that discuss about what makes a good property manager. Even...build a better system or a good team to do this." read more
