Why Feedback Matters to Us
VPMG Property Management improves through honest feedback from the people we serve — property owners, tenants, and members of the broader Clark County community. We take all feedback seriously, treat it as an opportunity to improve, and act on it where warranted. This policy describes how we receive, process, and respond to feedback, and how feedback shapes the way we operate.
Our goal is for every client — whether a property owner whose investment we manage or a tenant living in one of our managed properties — to feel heard. When things go well, we want to know what we're doing right so we can do more of it. When things fall short, we want to understand what happened and make it right.
How to Submit Feedback
VPMG welcomes feedback through any of the following channels:
- Email: info@vancouverpmg.com — the preferred channel for detailed or written feedback
- Phone: (360) 803-2002 — for direct conversation about a concern or experience
- Tenant Portal: For active tenants, feedback and concerns can be submitted through the messaging feature in the Rentvine tenant portal
- Owner Portal: For property owners, the Rentvine owner portal includes direct communication tools
- Mail: VPMG Property Management, 4305 NE Thurston Way, Suite D, Vancouver, WA 98662
- Online reviews: We monitor reviews on Google and other platforms and respond to all reviews, positive and negative
Feedback submitted anonymously will be reviewed, but we may be limited in our ability to respond or follow up. Where possible, we encourage you to provide contact information so we can acknowledge your feedback and update you on any actions taken.
Types of Feedback We Receive
Feedback generally falls into one of the following categories:
Compliments and Positive Feedback
We take positive feedback seriously too — not just to feel good about it, but to identify what is working well and make sure we sustain those practices. When a tenant praises a responsive maintenance experience or a property owner commends clear financial reporting, we note what specifically worked well and reinforce those behaviors.
Suggestions for Improvement
Suggestions about how we could serve clients better — whether related to communication frequency, portal features, maintenance scheduling, or any other aspect of service — are reviewed by the designated broker and discussed with the relevant team. Suggestions that are feasible and consistent with our service model are incorporated into our processes. Even when a suggestion cannot be implemented immediately, it is tracked for future consideration.
Complaints and Grievances
Complaints about our service, a specific interaction, a maintenance delay, a billing question, or any other dissatisfaction are treated with the highest priority. Our grievance process is described in detail in the section below.
Grievance Process
If you have a formal complaint about VPMG's services or the actions of a VPMG representative, here is how it is handled:
- Submission — Submit your complaint in writing to info@vancouverpmg.com or by mail to our office address. Please include your name, contact information, property address, a description of the issue, and the outcome you are seeking.
- Acknowledgment — We will acknowledge receipt of your complaint within 2 business days.
- Review — The complaint is reviewed by the designated broker personally. We will gather relevant records (communications, maintenance logs, payment history, etc.) and conduct an internal review of the situation.
- Response — We will provide a substantive written response to your complaint within 10 business days of acknowledgment. The response will explain what we found, what action (if any) we are taking, and the reasoning behind our decision.
- Resolution — If the complaint reveals a service failure or error on VPMG's part, we will take corrective action promptly. This may include remedying a maintenance delay, issuing a fee adjustment, updating an internal process, or other appropriate action.
- Escalation — If you are not satisfied with our response, you may escalate the matter to the Washington State Department of Licensing, Real Estate Program, or to the Washington State Human Rights Commission in the case of fair housing-related complaints.
How Feedback Improves Our Services
Feedback is not merely logged and filed — it drives real operational improvements at VPMG. Here are examples of how feedback has shaped our practices:
- Consistent feedback about maintenance communication led us to implement routine status updates for open maintenance requests, so tenants never have to wonder whether their request was received
- Owner feedback about financial reporting led us to refine our monthly statement format to include more detailed breakdowns of maintenance costs
- Tenant feedback about the application process led us to publish this renter criteria page so applicants have clear expectations before applying
We review aggregate feedback trends on a periodic basis and use patterns in feedback to prioritize process improvements. Individual feedback is reviewed on a case-by-case basis and tracked to ensure follow-through.
Our Commitment
We commit to treating all feedback with respect and without retaliation. No client — owner or tenant — will be treated negatively for providing honest feedback or for raising a complaint through proper channels. This commitment extends to online reviews: we do not pressure clients to modify or remove reviews, and we respond to negative reviews professionally and constructively rather than defensively.
We view every piece of feedback as an investment by the person providing it. Their time and honesty are gifts that help us build a better company. We take that seriously.