Old school business that tries to intimidate customers when they report poor performance issues

I have worked with Smile Properties for 1,5 years. The admin staff conduct themselves professionally and do the job with ease. I would not recommend their services as as an investor or landlord however, for the following reasons:

1. Customer service & communication from agents to investor / agent is poor, needs work. If an owner communicates issues with company, nothing is done.

E.g., when I asked to terminate my mandates due to constant inactivity, the principal threatened me via email. He stated that if I do not pull down my review in 12 hours, he will be suing for defamation. He tried to intimidate me as a long-standing customer instead of contacting me about any of my issues at any point in time. That was his first choice

2. Management for day to day operations are not seamless or proactive. Keys lost, tenants not aware of agent, tenants still message owner for queries, body corporate sends complains to owner. Maintenance still conducted by owner. Agent completely absent & unskilled to do the job

3. Handover is poorly conducted when agents leave the company. Tasks left idle as they are no longer "anyone else's" job

4. Toolkit, apps, processes, systems, culture optimisation are non existent and has not evolved over time like the others

5. Investor canvassing: If you're an investment company, Smile properties cannot do this for you. Their offering and fit to the investor client is 100% non existent. They are not keyed in to larger market insights to assist the investor client with ways to optimise one's property income

It is evident that the organisation's weakness lies in its leadership. No support is given to agents - a primary reason for why they try but do not match the skills of other more well known agencies. This could improved on if it were not for the lackluster efforts of its leadership.

This business is "old school" for today's world.