If quality customer service, empathy, active listening and maintenance support is important to you,…read moredon't lease here. They will lease you a beautiful property but your concerns thereafter will not be their priority. Since I have been leasing with IRM investments, there have been 2 out of 3 occasions where I emailed to request maintenance assistance and had my concern essentially dismissed and belittled by their staff. I had a member of the Orlando office tell me that "I am confused." I had another member of the same office tell me that "if all I am calling for is to express concerns about service with a washer, I don't have a reason to be calling." Each time that I have called to ask why I am being addressed in such a way, I am told "there's no emotion behind" the communications as if there is no context to any of these statements and they aren't being rude.
In fact, to avoid dealing with their office, I have spent a good amount of my own time and money fixing things just to avoid having to interact with the Orlando office because I have no confidence that they care to help and feel as though I'm not good enough because I can't fix these problems by myself. Most recently, I found myself unsuccessful at fixing a door handle that fell off. After spending hours of my time trying to re-affix the handle back onto the door, I reluctantly emailed IRM to request help with getting the door fixed. To reiterate, I apprehensively reached out to the one's I pay rent to help with a problem that they should be willing to resolve. Please see the dialogue below:
On Mon, Jul 11, 2022 at 7:28 AM Brandy Selmon bselmon78@gmail.com wrote:
Good Morning,
Please see the attached image. The knob to my bathroom door has fallen off after trying to open it. If someone could please repair it, I would greatly appreciate it. Thank you.
Sincerely,
Response:
Carolina Woodward
Mon, Jul 11, 1:53 PM (10 hours ago)
to me
Good Afternoon,
I will see what the agent says. Do you not have someone that could help you put it back on? it is a simple solution and just needs to be placed in place and tighten up with the screwdriver.
Thank you,
I ended up having to call the office and convince them that I had already done all that I could and no, I don't have anyone in my life who could just come out to fix it for free(not to mention if I found anyone to just fix the problem and they damaged something, I would be liable).
It is disheartening, an insult to my intelligence and down right disappointing that instead of being willing to take my request and ask if I had tried to screw the door handle back on, she essentially suggests that I have the AUDACITY to a:) not have someone that I know who will just fix and b) call THEM to help with with a "simple" solution to a problem that I am having with their property - especially after already trying to fix the problem on my own because I knew that they were going to rebuttal my concern in such an emotionless, condescending way. This is the 3rd time that I have been made to feel as though my issues are unworthy of any interest to be resolved. I feel unwelcome, and as though I am a nuisance to them for being a single person who does not have enough "handy skills" or resources to fix the things they should be fixing. It has never been this difficult or taxing to get help from any other leasing company or real estate firm that I have ever worked with.
If you decide to lease with IRM, you will live in a beautiful property but be prepared to justify why you just can't fix "simple" problems by yourself. Be prepared to maintenance a residence that you don't own or be prepared to explain to them why you are bothering them with your small problems because they have more important issues to resolve. I committed to a 2 year lease and feel like I made the greatest mistake of my life. I am living under the roof of a place owned by a business that would rather I shut up and pay rent and that is a terrible way to have to live. I love where I live but I absolutely hate the way IRM has made me feel.