How Ken Durst replaced slow tickets with same-day answers

The cost of three-day answers

After nearly a decade on the same property management software, Ken Durst didn’t plan on switching. His operation in central Illinois—spanning university housing, corporate townhomes, and national tenants—was stable. The software worked most of the time. The breaking point wasn’t the features. It was time.

“When there was a problem with the software or you didn’t understand something, a ticket could take three to four days before they would get back to you.”

For Ken, that delay was simply too long to ignore. When something broke or didn’t make sense, he needed answers the same day, not the same week.

“That’s just not acceptable when you need an answer that day.”

After around a decade of loyalty, the gap between what his business required and what support delivered had become too large to ignore.

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Choosing access over inertia

Ken didn’t stumble into DoorLoop by accident. He saw an ad that spoke directly to his experience.

“It said, ‘if you are dissatisfied with Buildium dot dot dot.’ Duh!”

The support team was immediately available. It was better than he could have imagined. Finally, he had ‘tremendous access,’ instant chats, phone calls, Zoom calls, conferences, and plenty of added features beyond support.

The transition itself reinforced that first impression. Data moved over cleanly. Requests were listened to. Follow-through actually happened.

“If they don’t have something quite developed and they tell you they’re going to develop it, they get it done.”

Confidence, visibility, and support you can count on

Once fully running with DoorLoop, Ken found that the software handled the complexity of his portfolio without adding friction. Vendor tracking, owner details, and reporting were all immediately accessible. Reporting—often a pain point with serious portfolios—was already there, without workarounds.

“P&I reports, monthly reports, AG reports are all there, everything you would look for in a very serious software management program.”

What mattered most, though, was knowing help was always within reach—even for someone who doesn’t consider himself technical.

“I wouldn’t say I am tech savvy, but if you’re a novice, don’t fear DoorLoop.”