We booked a home in Grand Haven in March. About 30 days before our trip, they called and asked us to move our dates a week later. They said the owners wanted to use the property for their daughter. I explained that we are flying from Arizona to Michigan for this vacation so we have airfare, time off work, time off school etc for 7 people. A few days later I received a very generic email stating the property we booked was no longer available. They suggested another property (same town but very different walkability, different bathroom count, different setup). Had I cancelled this late in the game I would have been responsible for 50% payment (mind you I had already paid in full). There was zero concession offered, zero apology, zero kindness. To add insult to the situation, I still receive automated texts regarding my upcoming arrival. So I had to scramble to find another place (with less than 30 days) and pay that in full while awaiting a refund on my first booking. Epic failure in customer service. read more

The True North Property Management - 27 Howard Ave Grand Haven - Property Management Near Me - Traverse City, Michigan

This July my siblings and I took our kids on a family trip to stay in an old farm house hosted by True North in Leelanau. The house and property itself were beautiful. However, the house was covered in moths and cobwebs when we arrived, the oven was broken (the oven door would not close/latch and you could see sparks flying inside the oven when attempting to bake-definitely a safety hazard), the dishwasher did no actual washing, I found a beetle in the shower, and there were no sheets provided for one of the bed. We aren't high-maintenance and we had a fairly large group so we brushed those things off. Halfway through our stay we realized there was no where for us to dispose of excess trash once we filled the can-I contacted True North and they stated that there was a dumpster in the driveway (there was not), I took a picture to show them there was no dumpster and they said "Oh the property owner can come tomorrow to get it!" The property owner never showed & at this point we have little grocery bags of trash on the back porch, just waiting for raccoons to come get into them. I had to message again and the next day the property owner finally showed up late in the evening. We also found a freaking THC vape pen buried in the couch cushions when digging through looking for one of our own items that had gotten lost! Thank God one of the little kids hadn't gotten to it!! And more evidence the home wasn't being cleaned very thoroughly. There was also no check out/clean up instructions provided within the home or through Airbnb as is typical with other Airbnbs that I've stayed in- I messaged True North again to ask for instructions so that we could do what was necessary at checkout time. They messaged me one set of instructions through Airbnb & later (2 hours before checkout) I got a whole different set of check out instructions in an automated text message! The kicker then is - I notified them when we checked out that there had accidentally been two items broken during our stay (a small glass pig and a lamp shade that my toddler nephew bumped into). Even though there were a lot of issues with our stay- I'm still an honest person and wanted to take responsibility for the mishaps. They told me they would contact "shortly" to let me know if any resolution was needed. I didn't hear anything else from them for nearly FOUR WEEKS when they attempted to collect $303 and some change!! read more

The place was run down, no bay view as I thought from the website. We went a night without a shower because there was no hot water. They were fixing the balcony above us and saw dust was constantly falling. My husband smoked outside the unit and they charged us $1000 dollar fee for smoking inside. I got an e-mail about the fee 4 days after we checked out. How do I know someone else wasn't in there! Never again!! read more

These folks apparently manage the motel in East Jordan. The motel itself (South Arm Retreats) was sketchy from the get go. We booked it because we needed a place to stay, last minute, and it was available. It also allowed pets. When you roll in, you will discover that there is no desk clerk. There is no place to go to check in at all - you just have a door code. That's fine, except if there are issues or you need help, the best you can do is to email, text or call and hope for the best. The room itself was billed as a "luxury" single. Luxury, I suppose, is a relative term. It is about a 20x30' room with a bathroom that is the size of a broom closet. When I was a kid, these types of motels rented rooms for $40 bucks a night, and you didn't dare view it with a black light. This room went for $250 a night!!! And even though it had clean towels and sheets, it was still dark, dingy and musty. Although they do not advertise this, there is no housekeeping if you stay multiple days. Air out the sheets and hang the towels if you plan to stay several days. The first night we were there, our remote would not work. You can't watch tv without it. We called and left a message (remember there is no desk clerk on duty). We texted the number. Eventually they replied saying they would check to see if housekeeping could drop some batteries off. They did not. And they did not drop any off the next night either. I emailed explaining my frustrations (remember there is no desk clerk to whom these concerns could be expressed). I offered 3 alternatives: first, drop off batteries, ASAP. For $250 a night, even a bottom tiered chain motel would have done this. Second, I would drive out and get some batteries, and they reimburse me $50 a night for an inconvenience fee. Third, they do nothing, and I check out the next day and leave an honest review of their business in Yelp. They chose option 3. They ghosted me and left me to solve the problem. Avoid this motel at all costs. A view of a lake hardly makes up for the abhorrently negligent service they offer. read more

We rented a property in Grand Haven managed by True North; it was a disaster. The description of the property had too many inaccuracies to mention, but the biggest were that the property was NOT on the ground floor and without stairs (as the listing stated), and there was not a double bed in the common space (it was just a regular sofa). Other things: we didn't receive any information upon check-in (including no WiFi instructions or bottle of wine, as the listing said), there was no parking pass nor instructions for parking (we ended up paying in the public lot), there was no elevator to the deck with a view of the channel, no spa, no playground, no breakfast, it was not keyless, etc. We reached out and they were of no assistance. In fact, prior to hearing back from them at all, we received an auto-generated email that included check-out instructions--even though we still had another night! So then I spent half the day trying to make sure they didn't double-book us. We also never received the $60 damage waiver back, and in fact when I asked about it before booking, Christian said it was a Vrbo fee (it wasn't). When pressed, he said it would come back to us. Still waiting. I would never book a property that uses this management company again. read more

How I wish I would have looked at the reviews for East Jordan location before I booked, but in my defense I was stranded because my car broke down and I live 350 miles away. Apparently they don't care that you need a early check in. Then I find out there is no one here at this dump. Finally I got to speak with someone but through a text, they told me they would tell the maid, who I didn't see until I left. I asked her if they told her I was looking for early check in, they didn't. I'm not surprised. First of all when I called they quoted my $448 an night! Nope not today Satan! So I booked through Expedia, $134 a night. I paid for the insurance in case I had to cancel but come to find out you can only cancel if you died or someone in your family died. That's a great way to do business isn't it? Tried to get a refund and they refused, so now I will dispute this charge, I'm not paying for something I couldn't use. I called Jordan Inn in East Jordan and they picked me up from this ugly place and I stayed with them in a nice clean B&B. The property at South Arms in EJ was filthy, cig butts and trash, the round table outside is covered in bird shit and it's just a filthy disgusting place. I wouldn't recommend this place to Putin. read more

STAY AWAY....Bait and switch. Booked, confirmed and paid for Traverse City property...back in Feb. for June dates. As we approach our reservation a month from now receive a confirmation where the dates have changed. We have the original confirmation showing our dates. Now received a we REGRET to inform you that our dates are now being used by the owners. Our dates were switched without any notice or consultation. We have an out of town couple flying in for a milestone anniversary plus event reservations that have already been purchased. We are scrambling at this late date to find alternatives which are few. We were wondering why they were ignoring our messages and calls. When we finally got a real person. Guess they were waiting and hoping that they would make it look like our mistake. As we said STAY AWAY from these people and the properties they represent. read more

I hired true north to manage my Leelanau county home as a short term rental. It was a complete disaster. We didn't get the bookings we should have. Lawn wasn't mowed. Drive way not plowed during the winter. Problems with bookings. Problems with book keeping. The list goes on and on. The entire experience was horrible. read more

After staying at one of their condo's Oct. 4th and getting a great review of the condition of the condo: Oct. 27th they said an outdoor table collapsed because we did not replace a soaking wet grill cover and charged us $ 170. Really and outdoor grill table couldn't stand to be wet one day!! (over a grill that would not cook our chicken breast - took it inside to cook). The fireplace did not work properly. It is a 2nd floor condo with no handrails upon entering the condo. This has to be against code and dangerous. read more

We booked a stay in Traverse City Mi for June 1st to June 3rd 2021 for $432. Booked it last September and just received a notice that I was getting a refund back on my credit card because my reservation was cancelled. No reason, just cancelled. I called Airbnb and they told me to book somewhere else. Now the listing is up again for the same days for twice the money. I booked during COVID and now that things are easing up and over a holiday week, the property management company (True North Property) in Traverse City cancelled with no call back from Christian. We have no where to stay. I am hearing that this happens more than not. I am also a stockholder in Airbnb, sad to say, I will be selling and spreading the word.. read more

I have been trying to reach True North for 2 months regarding my rental. No one answers the phone so there is no choice but to leave messages, which aren't returned. I have emailed them but replies are canned and there is no resolution. I never received a confirmation of my rental but they have charged my credit card. NEVER again. I booked another rental elsewhere and will dispute the charges with my credit card. HORRIBLE, CROOKED 'business'. Very untrustworthy read more

Total nightmare!!! Property looks lovely, but we only got to stay in it for 30 seconds! This is because when we entered the door code, we walked smack dab into the OTHER family Airbnb and the property manager DOUBLE BOOKED US WITH!!! Here is what happened: My family booked this property last October for a six day trip. We've been looking forward to it and counting down the days. We don't get much time off, so we were so excited to have our own beach vacation. Unfortunately, we didn't get to enjoy the property at all. We had our confirmation in hand for months, got multiple emails from BOTH Airbnb and the property manager telling us everything was set for our trip, got the door code, made the 5.5 hour drive with our daughter (who sang "going to beach!" the whole way), and spent a ton of money on pool floats and special items for the trip. We enter the code and WALK SMACK DAB INTO ANOTHER FAMILY!!!!!!! This was a scary situation (for both us and I'm sure for the other family we unknowingly barged in on). Turns out after confirming us last in October, Airbnb and the property manager booked a second family for the exact same dates. Best part? Neither Airbnb, nor the property manager/owner have done a thing to help us. The only things they've done are:(1) point fingers at each other while accepting no blame themselves; and (2) tell us they have nowhere else to put us up because everything is booked. We've begged and pleaded for help to salvage what was supposed to be a dream vacation, but both Airbnb and the property manager have put their hands in the air claiming there is nothing they can do and that the other party is to blame. We sat for hours in a library parking lot making call after call only to be told we were out of luck. We are heartbroken and currently staying at a crappy hotel on our own dime (Airbnb said they would consider reimbursing our first night at a hotel up to $160, but the cheapest we could find is $250 a night). Please, please, please don't risk booking with this company. I know mistakes happen, but when they do, you don't play the blame game - you make it right. Here, no one will accept responsibility for this nightmare and no one has lifted a finger to make it right. (Notably, the only time anyone from this company reached out to us without us chasing them was when we posted an honest review on google - and even then there was no offer to make it right, only further finger pointing). Stay away unless you are a glutton for punishment!! read more

I highly recommend working with True North Group Property Management. They are very professional, honest and trustworthy. Excellent customer service throughout the company. Very comfortable leaving our property in their hands. They take away the stress off of owning rental properties by being a very hands on company and quickly responding to tenant's needs. Do not hesitate using them as your property manager. read more