After 8 Years - Disappointing CX
After having used Glasshouse NZ since late 2018, we decided to put our property on the market. A final inspection was conducted once the tenants left. However, it was not comprehensive enough to detect significant damage to the double garage doors. Upon the final inspection, the plug for the garage door was (suspiciously) removed from the power socket, which the property manager noted. Yet, this did not raise any suspicions for her. The power plug was not reinstated, and therefore, the doors were only visually checked, not physically tested to see if they opened or closed.
The new purchaser of the property required a Builder's Report, and only then was the damage and the extent of damage to the garage doors identified. We asked the property manager if she knew anything about this. The property manager said that the plug was unplugged, and she could not replug it (No step-ladder to stand on). So, she called the tenant to 'see if it still worked.' Of course it worked!!
After several emails back and forth to Glasshouse, making inquiries if we could recoup funds from the tenents' bond, and to try getting to the bottom of how the property manager did not see this, we were very matter-of-factly informed by Glasshouse, that because the property 'was' eight years old, it was only normal 'wear and tear'. They insisted they had done everything by the book, and that we were wrong. The bond had already been reimbursed, and we would just have to grin and bear it. OR take the tenants to the tenancy tribunal ourselves. Glasshouse did not want to accept one bit of responsibility; they completely washed their hands of the issue. They claimed they did everything according to the Residential Tenancies Act.
The one thing they did not do was apologise for their negligence.
Long story short - we've now had two assessors inspect the damage. Both reiterated that the damage was not normal wear and tear, and that the damage had been caused by a vehicle, as there are 'impact marks' on the metal struts and a tear in the metal door itself.
To say we are disappointed is underwhelming. From our perspective, this is a disgraceful and deceptive act that other landlords should be warned of. Glasshouse claims and promotes itself on offering good service, "fast issue resolution, protecting your investment, and without the stress of managing it yourself." We find these catchphrases - taken from Glasshouse's website - to be nothing short of false and misleading. Think twice before using them if you are a landlord!