I tried to allow some time before posting this review so it wouldn’t be an “in the moment” reaction. However, a few weeks have past and the interaction I had with the office still leaves a nasty taste in my mouth.
I will begin by giving credit where it is due. Robert in sales, and Matt in maintenance have been consistent in going above & beyond in every interaction we have had. If not for them this would have been a 1 star review. Robert has always been extremely polite and helpful if I have had questions regarding the rental program, finance options, etc. On the few occasions we have had a maintenance issue. Matt has always promptly and with a smile addressed the problem.
The big problem at this location lies in the management at the front office, Mary. The most recent and most upsetting incident involved the quarterly rental inspection. I have made it a point to be home for previous rental inspections. This time was to be no different. I do however have to take off work in order to do this. So, I was at the office when they opened at 0900 to see if it would be possible to do my inspection relatively early. Robert and Matt were also at the office so I sat down to wait until Mary came out of her office. When Mary came out, it was mentioned I was hoping to get my inspection done so I could get to work. Mary said she “didn’t have time for that because she had other things to do”. She then went on to inform me that per policy I didn’t have to be there. I responded that I did need to be there. To which Mary rudely said “NO, PER POLICY you DON’T need to be there!”. I added that per my policy, I do need to be there. During the stunned and awkward silence that followed. Mary surveyed the room and observed out loud that Robert and I had taken up both chairs farthest from Matt, who was recovering from a cold. My first thought (which I kept to myself) was “you have time to set down and talk, but you don’t have the 15 minutes to do my inspection so I can go to work?”
I might be renting the home my family and I live in, but it’s still the place we call home. No landlord should ever make a tenant feel like they don’t have the reasonable expectation of being present while someone waltzes through the most private place in their life. Their home. Not only that, the “letter of intent to enter for rental home inspection” clearly states “we prefer that you are home”, if that’s an option for the tenant. This isn’t the first time Mary hasn’t had a clue what is in the letter she signs and puts on the door. In a previous inspection, I inquired as she prepared to leave about replacing the furnace filter, which was stated in the letter would be done during inspection. Mary told me they “didn’t do that”, and it was my responsibility. I pointed out that her letter said they were going to do that. I was left with a dismissive “I’ll have to look into that”.
I have to wonder if this type of negative interactions is playing a part in homeowners here listing their property and moving. Every tenant here is a customer of Ozark Highlands, and should be treated as such.