Property Management Maintenance Failure
Updated Oct 15, 2026 We moved in March 15 to a house that, as far as I can tell, OnQ had managed for under a year, and it came with a lot of existing problems. Here is what we found, how the repair process works in practice, and why I think it works that way. Issues found Master shower: cracked pan approved for repair a month before our move-in, leading to five weeks without a shower in the master. Two more weeks followed when a second vendor had to repair the first vendor’s leaking initial build. About seven weeks in total. Master tub: had a sink fixture at move-in; a gap between tub deck and wall that grout won’t hold Kitchen: no sink for two weeks, a leaking sink, missing cabinet doors and shelves Stove vent hood with exposed wiring Windows that wouldn’t open Rodents in the ceilings (three days of pest control sealing holes) 10+ cracked, damaged or missing outlet covers Yard in poor condition; HOA non-compliance at move-in AC: a duct leak in the attic since July that is still there ($700 in electricity for a 2 person 1900 square foot house) Dryer outlet loose: no dryer for 5 months of residency Sprinklers: controller fault, and one zone cuts out Garage door spring broke on a Sunday (work transportation inside - fixed on Tuesday) How the repair loop works I report a problem. The form sends no confirmation. A vendor may or may not schedule a time to come out. The vendor assesses whether my report is legitimate and what it will cost to fix, usually without discussing it with me. The bid goes to the owner for approval. The repair is assigned, and the vendor again may or may not schedule a time. The vendor does the repair and tells OnQ it’s done, usually without discussing it with me. I’ve been home for nearly every one of the 40+ visits in seven months. In my experience, about 70% of the time the repair turns out to be poor or doesn’t fix the problem. If I’m lucky I catch it while the vendor is still here. If not, I send OnQ photos and plead for the work to be completed, or I start over at step 1. At no point does anyone tell me where a request stands. The only way to find out is to keep calling, and to keep reminding them I’m waiting. Verdict Best case: OnQ got unlucky with this house and needs a better communication system and a way to verify that vendors actually finished the work. Worst case: It’s the business model. Owners pay OnQ’s bills, so tenants get ignored—while both sides end up paying for a broken vendor process. From where I sit, I can’t tell which it is. The next few months will show. We’d like to stay long-term, and I’ll keep updating. If you would like to reach out and talk to me directly about questions you may have, I'm happy to do so. I did send a formal email to local management, executive leadership, and Taylor Tenney—and to date, I have received no written reply or acknowledgment of these ongoing issues. The only time they mentioned my review was when we called them to follow up on urgent repairs (the arcing dryer outlet and unresolved AC duct leak), at which point they noted the review had "shaken things up" and asked me to take it down. How difficult is it to simply reply in writing, acknowledge the situation, and apologize? Reviews often get a bad reputation because it feels like public criticism, but what would you do if where you were living was costing you extra time and money every month due to unresolved maintenance?
By Ruth D.