Globe Trotter Properties Reviews (%countItem)
Globe Trotter Properties Rating
Address: 6051 B Arlington Blvd, Falls Church, Virginia, United States, 22044
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We moved into a condo in DC, which is managed by the property management company Globe Trotter Properties in August on 2019. In the run up to the move-in, our PM Trena B ***, was very slow to respond and unprofessional. This was challenging given that we were moving cross country, and we even had to move out of our unit in Chicago and ship our items without having a signed lease in with the property that Globe Trotter manages in DC. Once we moved in the issues continued. We've had to have several contractors come out to address minor issues in the property. Each time, Trena B *** (PM) has proven difficult to work with, ineffective, and unprofessional. In fact, she has yet to resolve an issue that we have raised. When we pressed her on this she replied, "it is not my job to solve problems." We have reached out numerous times to the management team and her superiors at Globe Trotter Properties, but they have not intervened to help us resolve any of our issues.
Trena has also discouraged us from raising maintenance issues that are necessary to keep the property in good condition by saying that we may have to pay for the services OOP if the contractors didn't find any issues onsite.
Most recently, we asked her to help us either fix or replace our stove/oven appliance. We placed the maintenance request through ***, as required under the lease, on September 5. An expert arrived to assess the stove on September 23 and indicated it either needed to be repaired or replaced. 77 days (more than 20% of our total lease term) have passed since our initial request without either repair or replacement. We also have always expressed that time is of the essence.
Trena said we were (finally) scheduled to have a new stove installed on 11/21. We waited all day for the installers to arrive, but they never showed. We contacted Trena repeatedly asking for her to either update us or share the contact information for the installers so we could reach out, but she replied that she was "busy.
To Whom It May Concern:
We have reviewed the Customer Service complaint ID made by the tenant residing at the property at ***, *** in Washington DC against Globe Trotter Properties, LLC, the company that provides property management services on behalf of the homeowner.
We were sorry to hear about the issues she had with the property within a few months of moving in and her dissatisfaction with her property manager and our company on how the issues were handled. We do regret any frustration and tension this may have caused and have spoken with the property manager.
We have been working with her to ensure her communication is up to the highest standards and to work in good faith to resolve issues in a timely manner.
There were multiple factors and moving parts involved when addressing and fixing her issues. These included contractor scheduling, troubleshooting, part availability, and homeowner approval. The property manager assigned to her home manages multiple properties and had to prioritize urgent issues, such as those that affect the safety of the tenant and integrity of the property. While there were factors beyond her control that slowed down the process, she did communicate updates to the tenant. There were several emails, texts, and phone calls made between the property manager and the tenant, which reflect this.
Regarding the tenant's claims that the property manager had been "difficult to work with, ineffective, and unprofessional", we believe it is impossible to evaluate subjective perceptions like tone and attitude or being "difficult", but we do expect our property managers to provide excellent customer service. In fact, our contracts with our property managers spell out that they are to "demonstrate professional and courteous behavior at all times", and we have addressed these perceptions with our property manager. Regarding the stove/oven repair: This issue was actually more complicated than it may have appeared. While the stove was in need of repair, it still functioned, so we initially brought in a vendor to fix it. When it became clear it could not be repaired, we then had to hire a different vendor to replace it. For these kinds of expensive purchases, we are contractually required to get authorization from the homeowner. The homeowner, however, lives out of the country, and getting approval in this case took longer than anticipated. Once we received authorization, the vendor hired to replace the appliance made multiple communication errors that extended the wait even longer. The new stove/oven was installed on November 23, 2019. We are providing these details to highlight the multiple moving pieces these situations incur that create much room for error.
Regardless of all this, the bottom line is, 77 days is far too long to wait for a stove/oven repair. We do apologize to the tenants for this situation, and we are working with the property manager to ensure these kinds of problems do not occur in the future.
Regards,
Andrew A
Principal Globe Trotter Properties
We moved into a condo in DC, which is managed by the property management company Globe Trotter Properties in August on 2019. In the run up to the move-in, our PM Trena B ***, was very slow to respond and unprofessional. This was challenging given that we were moving cross country, and we even had to move out of our unit in Chicago and ship our items without having a signed lease in with the property that Globe Trotter manages in DC. Once we moved in the issues continued. We've had to have several contractors come out to address minor issues in the property. Each time, Trena B *** (PM) has proven difficult to work with, ineffective, and unprofessional. In fact, she has yet to resolve an issue that we have raised. When we pressed her on this she replied, "it is not my job to solve problems." We have reached out numerous times to the management team and her superiors at Globe Trotter Properties, but they have not intervened to help us resolve any of our issues.
Trena has also discouraged us from raising maintenance issues that are necessary to keep the property in good condition by saying that we may have to pay for the services OOP if the contractors didn't find any issues onsite.
Most recently, we asked her to help us either fix or replace our stove/oven appliance. We placed the maintenance request through ***, as required under the lease, on September 5. An expert arrived to assess the stove on September 23 and indicated it either needed to be repaired or replaced. 77 days (more than 20% of our total lease term) have passed since our initial request without either repair or replacement. We also have always expressed that time is of the essence.
Trena said we were (finally) scheduled to have a new stove installed on 11/21. We waited all day for the installers to arrive, but they never showed. We contacted Trena repeatedly asking for her to either update us or share the contact information for the installers so we could reach out, but she replied that she was "busy.
To Whom It May Concern:
We have reviewed the Customer Service complaint ID made by the tenant residing at the property at ***, *** in Washington DC against Globe Trotter Properties, LLC, the company that provides property management services on behalf of the homeowner.
We were sorry to hear about the issues she had with the property within a few months of moving in and her dissatisfaction with her property manager and our company on how the issues were handled. We do regret any frustration and tension this may have caused and have spoken with the property manager.
We have been working with her to ensure her communication is up to the highest standards and to work in good faith to resolve issues in a timely manner.
There were multiple factors and moving parts involved when addressing and fixing her issues. These included contractor scheduling, troubleshooting, part availability, and homeowner approval. The property manager assigned to her home manages multiple properties and had to prioritize urgent issues, such as those that affect the safety of the tenant and integrity of the property. While there were factors beyond her control that slowed down the process, she did communicate updates to the tenant. There were several emails, texts, and phone calls made between the property manager and the tenant, which reflect this.
Regarding the tenant's claims that the property manager had been "difficult to work with, ineffective, and unprofessional", we believe it is impossible to evaluate subjective perceptions like tone and attitude or being "difficult", but we do expect our property managers to provide excellent customer service. In fact, our contracts with our property managers spell out that they are to "demonstrate professional and courteous behavior at all times", and we have addressed these perceptions with our property manager. Regarding the stove/oven repair: This issue was actually more complicated than it may have appeared. While the stove was in need of repair, it still functioned, so we initially brought in a vendor to fix it. When it became clear it could not be repaired, we then had to hire a different vendor to replace it. For these kinds of expensive purchases, we are contractually required to get authorization from the homeowner. The homeowner, however, lives out of the country, and getting approval in this case took longer than anticipated. Once we received authorization, the vendor hired to replace the appliance made multiple communication errors that extended the wait even longer. The new stove/oven was installed on November 23, 2019. We are providing these details to highlight the multiple moving pieces these situations incur that create much room for error.
Regardless of all this, the bottom line is, 77 days is far too long to wait for a stove/oven repair. We do apologize to the tenants for this situation, and we are working with the property manager to ensure these kinds of problems do not occur in the future.
Regards,
Andrew A
Principal Globe Trotter Properties