Define Property - Sunshine Coast

I had a very disappointing experience dealing with property manager Alice Griffiths and would strongly caution others before renting through this agency. Before we signed the lease, Alice told us in person that air conditioning would be installed before we moved in, and that this was the reason the rent was increased from the advertised $715 to $755 per week. However, when we moved in there was no air conditioning. When we followed up, she denied ever telling us this. We asked for a temporary rent reduction until it was installed, but instead of addressing the issue professionally, she was dismissive and even told my co-tenant to “shut up” during a phone call. After that interaction we requested that all communication be in writing so there would be a clear record. Despite this, she repeatedly continued to call us and ignored our emails and messages, often requiring multiple follow-ups over the course of a week just to get a response. Our request for written communication was consistently disregarded. Later, there was an unfortunate breakdown in the relationship between tenants, which created an unsafe living situation for me. I contacted Alice to explain that I needed to leave the lease and asked her to begin the process. I understand that these situations take time and coordination, but the way the matter was handled was extremely unprofessional. Alice spoke to me in a very patronising and dismissive manner, showed no empathy for the situation, and told me she was “not a psychologist and we needed to work it out ourselves,” despite the fact that I was simply asking to begin the process of exiting the lease. I took responsibility for advertising the room and finding a replacement tenant, which I understand is my obligation. After more than a month, someone was finally approved to take over the lease. However, when Alice called me to discuss the move-out date, the interaction was again extremely aggressive. I was at work when she called and let me know that she had approved someone to take over the lease and demanded to know when I would be moving out. I told her I could confirm the exact date later that day once I had organised a moving truck and coordinated with my partner. She refused to allow this and insisted that I provide a date immediately on the phone, repeatedly challenging me on the phone for 8 MINUTES. When I became overwhelmed and asked to speak with someone else, she responded that she was the property manager and team leader and that she was “all you’ve got.” She said to me it would be my fault if the new Tennant fell through and that 'everyone was waiting on me'. She said 'if you're in such a bad situation as you claim, surely you would be organised by now'. I told her yes, I had started to organise my resources, but as I did not know when the next tenant would be approved, I obviously hadn't organised everything to detail as I waited for more information. I asked her to give me until I finished work so I could confirm all my resources but she refused to accept this and continued to make me feel guilty. The way she spoke to me during this phone call was absolutely disgusting and I would not wish it upon my worst enemy. Throughout this process I felt belittled, bullied, and completely unsupported. Regardless of the complexities that can arise in property management, tenants deserve to be treated with basic respect and professionalism. Unfortunately, that was not my experience here. I would strongly advise others to proceed with caution when dealing with this property manager.

Daisy WareGoogle

Michelle Harmer from Define Property Mooloolaba is our rental property manager and I am extremely pleased with her professionalism in regards to the management of our property, her attentive management sees her quickly address any issues or concerns that I have with the management of the property. Her in-depth knowledge of the rental market on the QLD Sunshine Coast and the QLD rental laws is obvious after observing her for some time. Michelle is pleasant to deal with and her calm and friendly nature are an asset in her profession. Thanks Michelle

Andrew MoirGoogle

We’ve worked with Define Property Agents for a few years now and couldn’t be happier with the service. We’ve purchased and sold a property with them and also used their services for property management. Our main point of contact over the years has been Katie, who has been absolutely amazing. Our property manager Lauren has also been awesome to deal with. Both Katie and Lauren are highly professional and clearly have strong market knowledge of the Sunshine Coast. Communication has been excellent, and there’s a genuine commitment to achieving the best outcomes. We highly recommend Define for both selling and property management.

Nick GorgievskiGoogle