Great Service, Buried Under 300 Work Orders a Month
With more than 20 years of experience in property management, Mark Brower understands the value of a strong reputation. Positive reviews drive search rankings, bring in new business, and show owners and residents the service they can expect.
Mark evaluated several reputation management tools over the years, but he kept coming back to the same conclusion: the best way to earn five-star reviews is to simply deliver five-star service. “Property management is a utility service,” Mark says. “It just needs to work.”
The challenge was maintaining this standard at scale. When Mark Brower Properties started with Mason, the team of two property managers was managing about 500 single-family homes with 300 work orders coming in each month. Each PM was spending four to five hours per day on maintenance. With that volume of requests, keeping every owner in the loop on every issue at their properties was impossible.
“One of the most difficult challenges we have is when an owner swoops in and wants to know all the answers right now.”
Maintenance That Just Works
When Mason first went live, the team braced for pushback from residents on having to talk to an AI assistant, but the pushback never came. Instead, residents loved that their issues were getting heard, no matter the time of day. “We had a resident tell us that our best employee was Mason,” says Director of Operations Richard Shoap. “They were surprised when we told them Mason was an AI.”
For owners, the difference was consistent, reliable communication from an assistant that knew their properties inside and out. Mason keeps every owner who cares about maintenance in the loop, without making the workload untenable for the PM. Mark put Mason to the test on one of his own rentals after a flood, grilling it over text about costs, insurance, and the repair schedule. Every answer came back with the right details. “I know I’m a tough customer, and I put it all on Mason. It showed up beautifully,” he says.
Five-Star Reviews Every Week and Room to Scale
★★★★★
“Mason was quick to respond and scheduled a plumber right away. He checked in the next day to make sure everything was working. You can tell they care.”
Resident · Google Review
★★★★★
“Response within minutes! I had an AC issue in the evening, and they walked me through troubleshooting to fix it quickly. Excellent service all around!”
Resident · Google Review
Within a few months of going live with Mason, Mark Brower Properties saw:
- Two to eight new five-star Google reviews a week, earned through great service.
- Work orders triaged in about four hours, down from days.
- 5+ hours saved per PM per week, a number Richard expects to grow as the team leans on Mason.
Today each PM manages about 250 doors. With Mason handling maintenance, Richard expects that to grow to 350–400 doors per PM.
“Using Mason to handle the maintenance allows the PMs to focus more on building trust with owners, instead of digging into maintenance all day long.”
What They’d Tell Another Property Manager
“Our experience has been phenomenal with it so far. Not just the experience of the product, but the experience with the humans behind the product.”
“We don’t do anything differently from any other management company. The difference is that experience and that interaction with the Mason team.”