> I think the last thing we would want is to make it easier for the tenant to complain about things.

and

> "Dissatisfied? Click here for a refund"

are options that are miles apart. When you said that you don't want to maintain an easier communication channel with your paying customer, it is a good sign that customer service isn't your greatest selling point. One doesn't need to buy every product in a shop for 10 years before concluding whether the service is good or bad. A few customer reviews / purchases should suffice.