Hi @Karl11,
You need to communicate better with your loyal customers. As a Landlird who has used you multiple times, it annoys me that you change things without telling us. examples include pricing, change in how deposits are handled, change in advertising portals.
You should be proud of your changes and communicate them either directly, or via this forum or a blog. Instead you do them under the radar, for us only to find out about them when we process our next listing.
Thanks for this. Transparency is key to us, especially in our pricing, and is something we look to prioritise as mentioned on our About Us page. Where there is a key change that will impact how people interact with OpenRent, we’ll be sure to let you know.
You also need to have better customer service. Too many people on here complaining about lack of response or poor quality responses from your team. I too have had email responses that don’t answer the question. I’ve suspected ai is used, rather than an email from a real person.
We’re always looking to improve our customer service so this is noted! We track things like how efficiently customer queries are responded to, all of which is fed back to the team. We’ll always endeavour to get back to our users the same working day where possible.
Rest assured it’s only humans responding - parts of our responses may be pre-written to account for common questions we get frequently but a human is always going to give the sign off.