Hemlane - San Francisco, California

Kevin C.

I was impressed with how quickly the maintenance coordinator at Hemlane responded to my concern, especially since it was a weekend. Coordination was painless, and after a couple of messages a contractor was scheduled to repair the door the following day. The contractor used was courteous and professional, and they did an outstanding job. Thank you!

Vikas M.

I have been a Hemlane user both as a landlord and as a leasing agent for other landlords since the last 5 years. Out of all the property management software that’s out there, Hemlane has been the most efficient and powerful tool. I’ve used it to manage juggling multiple properties and tenants, and it’s incredibly simple yet offers a wide range of features to streamline the management process. If you are a landlord and considering managing properties yourself, give Hemlane a shot! You won’t be disappointed. My experience working with Hemlane’s Account Operations Manager Lacey Bramley has been exceptional! Her customer service game is top notch. She listens to your needs and finds solutions. More than happy using Hemlane since the last 5 years and I don’t see a reason not to continue using it for the next 5 years! Highly recommend it!

Solomon F.

I am a Handyman vendor in Whatcom County Washington and I have worked with Toby in the maintenance department for Hemlane. She has great communication and is very quick to reply to messaging. Her information is detailed and makes the process of performing maintenance very easy and time effective. I highly recommend Hemlane for efficient management and I regard Toby as a true professional! Thank you for your quality and detailed service.

Jorge M.

Lacey is amazing, she always pays attention to detail and takes it very seriously. I have spoken to her on multiple occasions on the phone but she makes me feel like we know each other personally. I have obviously resolved the issues I have called about. Thank you so much for all the help and support.

Lakeisha W.

I made a request through the Hemlane portal for someone to reach out to me about the issue I had at my home. The support I got from the company was amazing, they stayed on top of everything and contacted me every step of way. My issue got resolved in a matter of no time. Thank you.

Elizabeth M.

I’ve been using Hemlane for several years now, and they have been fantastic. Lacey, in particular, went above and beyond to resolve any issues I had quickly. She even walked me through the setup process step by step, making sure I never felt rushed. Thanks again, Lacey!

Lotus D. H. L.

We got the Hemlane service platform on one property and got the full package and just the essential on the rest. Right away there were problems the repair department with the vendors for their full service. Over price and poor quality work. One vendor took a week to unstop a toilet and still didn't get it done. Instead he sabotaged the sewer lines. We had already disputed the vendor being sent back to the property before the sabotage but they insisted on him being sent back. We were told that their vendors are the best with great reviews. But this particular vendor's reviews were consistent with the bad work he did at our property. When those reviews were brought to their attention they refuse to acknowledge them. On top of problems with their full service their essential service never follows up on maintenance issues. If you don't contact them they don't inform you that the issue has been resolved. If you dispute having their vendor or his charges they will take money from your bank account to pay him regardless. James from Hemlane called and we spent 35 minutes over the phone discussing the situation with Hemlane and our company, although he agreed the review was accurate he requested it be taken down. Since I would not comply since it the review was accurate. Hemlane has responded as though they are working it out. That opportunity has already passed and they have not offered a solution. I have had problems with duplicates showing up in their system for clients. One time I just deleted the duplicate and they client said there was no profile. I put it back but it created two profiles for the same client. I called to get help to get rid of the duplicates. A Tanner guided me through the system but I saw some documents in the duplicate file and told him I need those documents and he told me not to worry the documents would merge and be in the one folder. The documents were deleted. I brought it to his attention and he stated he would escalate the issue with the engineers. Later today I received an email that the documents never existed. I called and spoke to Tanner who now insisted that the documents never existed in the uploaded area. And he told me I could not speak to Roman the supervisor that I could get an email to respond too. As for the documents I would have to find them in rocket lawyer or in my documents. Not even their technical support is worth it. No customer service. And they never admit to their mistakes.

Jay J.

Update:

Last week, I receive a demand letter for the money Hemlane incorrectly took from my account. I have requested a different agent or Supervisor as he is the one that incorrectly withdrew the funds from my account and he states that he is not getting off . This experience has been horrible & is still on-going. I hope they improve their process. They claim that they just pass through payments & have nothing to do with money, yet they are the ones that after I asked for an inquiry/dispute into a transaction, they asked me to verify my bank account information, then withdrew funds from my account, which made my account negative. How does the person that asked for the inquiry/dispute have money taken out of their account? It's hard to make it make sense other than people need additional training. Horrible experience

Original Post is below
Initially I felt Hemlane was great with their ease of use and collecting rent. 1st issue was when they had a glitch in their system causing a rent payment to be not be processed. Chalked that up to being a part of life as things happen. Now I'm out of $4000 due to Hemlane improperly taking funds out of my account. Had a prospective renter send over a security deposit. They didn't get the rental so I sent back a deposit as I was notified in Hemlane that theirs was being processed thinking it would be a wash. The prospective renter went to their bank and disputed their payment to me. Hemlane stated they don't investigate disputes and processed it resulting in $2000 incorrectly going to the prospective tenant. I then disputed with my bank, the initial dispute in hopes of getting back my funds. I got emailed by Hemlane, as their is no support number, stating my account has been put on hold due to the dispute that I initiated an to verify my banking info. I'm trying to rent the home so I verified and they took $2000 out of my account. Now I'm out $4000. If they understood that I filed the dispute, how are funds coming out of my account. I emailed them a complete report of what happened with the prospective tenant and showing all transactions made in Hemlane and they still messed it up.This is nightmare waiting days for a response via email that still has yet to come.

Update from the dispute I initiated of which Hemlane took money out of my account. They apologized for the inconvenience I was going through and let me know they exhausted all of their means to recover the funds from the tenant with no success. I will have to look at other means of recovery.

To be clear, I initiated a dispute with a tenant & Hemlane took money out of my account for my dispute and is unable to put it back.

Not to mention it when this 1st started, it took getting mulitple Hemlane reps involved as they didn't understand what happened, despite me sending documentation with screenshots, all correspondence with Hemlane & and the tenant along with a 1 page cover letter summary for easy reading.

For me, it was a horrible experience. This is just my experience as a Homeowner using the Hemlane Platform.