Not necessarily. They may find the on-line system to be clunky and inefficient. Or they may get a lot of fake requests on-line and waste a lot of time following up on them. Making you come to the office would cut down on that.

And, yes, maybe there is some fraud going on, although I can't figure out what it might be. As long as your repairs are made promptly, does it matter?

I'd be more inclined to think that after a couple of drinks the online system would generate all kinds of complaints, ones that person-to-person wouldn't generate. That or local management would prefer that national management thinks that all the tenants are happy.

I doubt there's anything fraudulent going on. More importantly, if you problem is fixed, who cares?