mk on BBB
6 months ago
04/09/2021, 10:51 AM
I hired Casago as my property management company in 2018. For the most part, the experience overall was good. However, as of recently, their management and support has really deteriorated.
I moved back into my home temporarily when my office closed down. When I moved in, I found some significant damage to a few items, and several random items were broken or stolen (one of which was a personal item that was accidentally left behind). Their head of maintenance came by the home, took pictures of everything, and said it's no problem, they'd file a claim for it all and reimburse me.
I followed up with the head of maintenance just about weekly, for the next five months. He'd continue just to tell me that they're working on it. Weeks later, he then said it's now being reviewed by their GM. Weeks passed, I followed up again. He then said that the GM asked if I was willing to file a claim under my insurance instead. I asked why, since he said they'd be filing it, and also didn't really feel comfortable since so much time had passed, and it would likely be flagged for fraud given how much time had passed. I was never given an explanation or response to the question.
About four more months passed with continual follow up (and the run-around) before I finally asked to speak directly to the GM. When I called, she was nothing but rude. Her first question regarding the stolen item was "why did you leave it there in the first place". A novel question... Why would I leave something I own, in a home that I own...? I was never warned that they might rent to someone who steals things. When I moved out of the house, someone on their staff did go through the house and collect the remaining personal items, and threw them in the corner of the garage instead of the owners closet. Additionally, the head of maintenance said they have at least one client who rents the home they live in when they're away for weekends/vacations. So it's not unfathomable that a personal item would be in a home. But according to the condescending GM, I am not a "reasonable business person" (her words) for leaving the item.
She then asked for more information (despite having already provided that to their head of maintenance) and she said she'd look into it (again, this is the same person who was reviewing this for the four months prior to this conversation, and at this point, it had been nine months since the head of maintenance said they'd file a claim and cover everything). She then came back, again asking about my insurance. If you're thinking this is like a dog chasing its own tail, you're right.
The GM finally gets back to me, and says the COO 'decided' they won't cover the theft, with no explanation. She then tried to tell me that they were NEVER going to cover it (if that's the case, why did she ask me to provide receipts for something they never intended on covering?). She also sent me my contract, which said I had to have my own insurance, but didn't say I am solely responsible for theft from their wonderful renters.
The craziest part is, I would have been happy with anything. They could have met me in the middle OR, could have said unfortunately it won't be covered (when I reported it, not after 9 months of wasting my time).
When COVID began (prior to any travel restrictions) there were a few rentals on my house booked. It was well outside the cancelation policy, but the account manager asked if I would do their company a favor and allow a cancelation for a full refund. Despite me doing the right thing to help them out, they don't reciprocate. The GM told me she 'thought' I wasn't going to rent again, so it's clear they didn't do the right thing simply b/c they thought they weren't going to make any more money off me. (I am renting my home again with a better company, so that's just lost revenue for them).
I reached out to the CEO, COO, and the "say anything to close a deal" sales person regarding the issue and they didn't even reply. So I guess no revenue.. no response!