LUXER ONE BLOG

How to Choose a Package Management Vendor That Won’t Disappear on You

Choosing the right package management vendor isn’t just a purchasing decision, it’s a long-term investment in resident experience, staff efficiency, and operational success. Unfortunately, too many properties have learned the hard way that not every vendor is built to last.

From non-existent support to unexpected fees and system failures, unreliable partners don’t just cost you time but resident trust. As package delivery volume continues to grow and residents expect faster, smarter service, the risk of choosing the wrong vendor gets even more expensive.

So how do you identify the partners who will still be showing up for your team years after install?

Why the Right Vendor Matters More Than Ever

Multifamily properties are navigating more complexity than ever before:

Property staff bandwidth stretched thin
Residents expect quick, seamless service
Operations shifting toward centralized models

In this landscape, your package system can either be a relief or a recurring issue. A vendor who disappears after install or nickel-and-dimes your team with support requests and capacity add-ons isn’t helping your property move forward.

Today’s package partner must do more than drop off hardware. They need to offer a complete, future-ready solution backed by proactive support.

5 Red Flags to Watch For in a Package Management Vendor

Before you sign the next service agreement, keep an eye out for these red flags:

1. Support That Disappears After Go-Live

Is there a real person assigned to your property who knows your layout, staff, and volume trends? Or are you stuck submitting tickets with no follow-up? If the answer is the latter, you’re not working with a true partner.

2. Frequent System Downtime or Failures

Technology should make your team’s life easier, not add troubleshooting to their to-do list. If your lockers or software require frequent resets, manual overrides, or cause delivery disruptions, that’s not a scalable system. Ask around to other properties you know of with the solutions you are comparing to get a good idea of which systems are functional.

3. Hidden Fees for Common Services

Is there an extra charge for technician support? Software updates? If your cost structure becomes unclear or unpredictable as the years go on, that’s a sign your vendor isn’t aligned with your success. Be sure to deep-dive into the proposals sent your way to see what your system will truly cost past install.

4. Insufficient Capacity Planning

A good package partner shouldn’t be focused on offering you the cheapest solution, but one that is truly going to solve your package problems. An optimal system should maintain at least a 40–50% storage compartment-to-unit ratio to handle your packages without constantly overflowing.

5. No Roadmap for Tech Updates

Package volume and resident preferences evolve. If your system hasn’t changed or improved since it was installed, it’s already behind. Before selecting a package solution, be sure to ask what ways the vendor has recently improved their systems and plans for the future.

What a Long-Term Solution Should Actually Deliver

The best vendors don’t just solve today’s package problem, they help you prepare for what’s next. A long-term solution should include:

Ongoing support from a dedicated account and territory manager
Smart scalability with options to grow your system such as temporary add-ons for peak delivery periods
Proven reliability with little to no downtime
Transparent pricing with no surprise invoices
Evolving software that improves over time

When these pieces are in place, your property operates more efficiently, your staff is supported, and your residents are consistently satisfied.

Checklist: Is Your Package Partner Built to Last?

Use this quick list to assess your current or potential vendor:

✅ Offers dedicated account and territory managers
✅ Maintains a reliable track record for uptime
✅ Provides flexible, seasonal capacity options
✅ Clearly outlines support, updates, and costs
✅ Continuously evolves technology and UX

Download the complete multifamily guide to package management to get your complete checklist. If you can’t check every box, it’s time to consider a better solution.

Luxer One: The Partner That Stays

At Luxer One, we’ve built our entire business around staying power. We don’t just install lockers, we partner with you for the long haul.

Our commitment is threefold:

Solve 100% of the Package Problem: From daily demand to delivery surges, we offer modular, right-sized solutions like onsite package staff or temporary system expansions for peak delivery periods to scale with you.
Deliver Superior Technology: From in-house software built on iOS to rapid install, we’ve engineered every element for reliability and efficiency.
Provide Unparalleled Support: Our dedicated teams know your goals, your property, and your staff. You’ll never have to chase us for help.

Ready for a Partner Who Won’t Disappear?

Choosing the right vendor means protecting your team, your residents, and your long-term ROI. Let’s build a solution that lasts.

Contact us today to get started.

Christina Draper

Christina Draper, Marketing Content Manager at Luxer One, creates storytelling-driven content that connects with property management professionals and highlights innovations in multifamily package management. With a marketing background from UNC Charlotte, she develops cross-channel campaigns that showcase how Luxer One is redefining the resident experience.

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