Hi, there! Joe White here from Grow Property Management, your trusted property management company in Philadelphia.
As someone who runs a property management company here in Philadelphia, I often get contacted by rental property owners looking for help. And over time, I’ve noticed there’s a clear difference in the kinds of questions I receive – depending on whether the person has used a property management company before or not. That distinction matters. If you’re new to working with a management company, you’re probably wondering about entirely different things than someone who’s switching away from their current company. And I actually think it’s useful to talk about that, because understanding those questions could help any rental property owner know what to look out for when choosing a management partner.
When we hear from property owners who have never used a management company before, there’s one concern that occasionally comes up – though not super often. About once a month or so, someone expresses worry that we might purposely place a tenant who doesn’t plan to stay long, just so we can collect another leasing fee when they move out. I get why that fear exists: leasing fees are a significant cost, usually half to a full month’s rent. So naturally, owners want to make sure the tenant selected is likely to stay and not leave them on the hook for another round of fees in just a year.
But the reality is, that scenario is incredibly unlikely. Not just with my company, but really with any reasonably reputable property management company. Here’s why: most companies, especially ones of a certain size, have standardized leasing processes that make that kind of manipulation virtually impossible. To intentionally place a short-term tenant, we’d have to somehow determine that a tenant plans to leave soon, which is rarely something tenants actually say. Most are going to tell us – and probably genuinely believe – they’ll stay for years. And even if we had multiple applicants, we’d have to ignore the better, longer-term one just to chase a leasing fee, which would make no sense for a company like ours.
In fact, in our case, it would actually cost us money. We list most of our properties on the MLS, and 73% of the time, the tenant is found through an outside real estate agent. That means we’re paying out commission on that lease, so it’s not a profit center for us at all. In short: keeping your property vacant and churning through tenants isn’t something we (or most managers) want. Our average tenant stays 3.3 years, and that’s slightly above the national average. So again, while that concern is understandable, it’s not really rooted in how the leasing process works in practice.
Now, when someone contacts us because they’re leavinganother property management company, the tone shifts completely. The conversation isn’t based on hypothetical concerns – it’s based on real, often frustrating, experiences. And most of those issues boil down to one thing: maintenance.
Without a doubt, the most common complaint we hear from owners leaving another company is about poor maintenance handling. They feel ignored. They feel like their concerns aren’t being addressed. Sometimes it’s about jobs being done slowly, sloppily, or not at all. Other times it’s the lack of communication – owners not being informed about repairs or costs in a timely way.
That’s something I’d tell any property owner to really dig into when you’re interviewing property management companies. Maintenance is one of the biggest drivers of satisfaction or frustration. So ask questions like: Do they have their own maintenance staff? Or do they outsource everything? And if they do outsource it, do they own the third-party company they’re referring you to?
Because here’s a tricky thing: some property management companies will refer repairs to a third-party vendor they own, without always clearly disclosing that relationship. Legally, they should give you an arm’s-length disclosure addendum, but that doesn’t always happen. You deserve to know if the company managing your property is profiting in another way through maintenance. That way, you can ask the right questions about pricing, responsiveness, and accountability.
You also want to know how involved you’ll be in the maintenance process. How are you notified when something goes wrong? Do you get a say in who does the work or in the budget? These are all important to clarify before signing a contract, because once you’re in, it can be difficult to manage your expectations if that process isn’t already clear.
Honestly, a huge chunk of our new clients come from companies that dropped the ball on things like this. We’ve taken over properties where an owner was getting $400 monthly water bills for months – all because a toilet had been running and no one bothered to investigate or fix it. The owner was calling and emailing, but getting no response. That’s the kind of neglect that drives landlords crazy, and rightly so. And that’s also why we’re so focused on communication and fast turnaround on maintenance. If I were a rental property owner, I’d be upset too.
Another reason people leave their current managers is due to (poor tenant screening). We’ve taken over portfolios where the tenants placed by the previous company ended up in eviction court – sometimes because that company either rushed the process or didn’t have good screening protocols in place. Proper screening is crucial. I always encourage prospective clients to ask detailed questions about how applicants are vetted, what criteria are used, and how background checks are handled. Because the tenants you put in your property directly affect your cash flow and peace of mind.
To bring it back full circle: if you’re looking for a property management company and this is your first time, sure, it’s okay to ask about fees and leasing. But the bigger value in choosing the right company comes from understanding their systems for screening, maintenance, and communication. If you’re switching companies, you probably already know that – and your questions will naturally reflect that experience.
As someone who owns a property management company and talks to landlords every day, I can tell you: don’t just go with the company that sounds the cheapest or has the flashiest marketing. Look into their reviews. Ask how they handle emergencies. Ask what their average response time is. Find out who actually does the work on your property – and how much control you’ll have over the process.
Property management should make your life easier, not harder, and it all starts with asking the right questions.
And as always, happy rental property investing!
