How would you landlords handle this?

General Landlording & Rental Properties
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How would you landlords handle this?

Diane Menke
Contractor · Philadelphia, PA · Member since 2008 · 183 posts · 17 votes

I have a funny tenant story. I need you guys to tell me how you would deal with it since its an example of the little expenses that can eat up your profits.

My tenants were complaining loudly and often that their house was cold. Heat was working but it "felt cold" on the 1st floor. This is a large 3 story house they are renting short term. They are responsible for all utilities. The gas company just sent them their first bill. Then I got the call about the rooms being cold.

OK then they tell the insurance company who is paying us about us having a cold house.

All this happens over the holidays when the office is on short hours. So they didn't get a return call from me until I heard about it from the insurance company. I confirmed that the heater was working it just felt cold. OK I will send my HVAC guy there to check it.

HVAC guy just called me to let me know they had the intake vents covered with plastic and the thermostat set at 60 on the 1st floor. This house has 1 zone which we would never install now but thats how we bought the house. So HVAC guy told her to take the plastic off and to set the temp higher or wear a sweater.

I told him be sure to bill me so I can prove the system has been OK'd. I want him to be paid for his time of course.

Do I pass this bill onto the tenant? This was a completely bogus (and annoying) complaint so I feel justified. But I know it would be bad for "customer relations".

How do you all deal with this sort of thing? I would love to set up policies for my tenants where they will help me take care of true problems like a leak, but not waste my time and money with this sort of silliness. Siliness I want THEM to pay for.

Thanks
Diane

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  • Douglas Christian
    Real Estate Investor · Charlotte, NC · Member since 2008 · 368 posts · 42 votes
    17y

    When a tenant moves in do you give them a check list? I give all my tenants a folder with a checklist. They have 48 hrs to get that checklist back to me. Once they get it back signed and if there is anything wrong, as Tom stated I go and see what they are talking about, then I send my contractor to fix the problems. Then I have them sign that the problems were corrected and everything is okay.

    Another thing that would help all landlords and this goes to what I am reading. Take pictures of your property when the tenant moves in. Make sure that your camera has the date on the pictures and even get a few with the tenant in them. Every time I go to court and I have not been to court in over 2 yrs.

    I create a system and they have to sign and date and then they get a copy of the paperwork in a folder to maintain. Also I give them a list price if something is broken or damaged what it would cost to replace or fix it. This helps them recognize that you are aware of your business.

    As far a Diane because you did not take the proper measures to go by and insure that the tenant was making a valid or bogus complaint, you as a GOOD LANDLORD should eat that cost and that will be the cost for learning for you.

    Now you should be able to create a extra paragragh in your lease or that says that we will get in contact with any MAJOR COMPLAINTS. See I here many landlords wanting to site the tenant for many things, but how many of you every give your tenants anything other that name calling or disrepect. We want our rent, but there is a way to win over even the worst tenant.

    Being a landlord has many benefits and the number one benefit for me is that I do not have to have a 9-5. But, in or for this not to become a 9-5, which it has not I had to TRULY figure out what this business was all about. If it is about helping out others even though you are providing them with a place to live they are in fact providing us with money. So, where do you go from there. If that is where your though process stops as a landlord that is why you will be faced with many obstacles along the way.

    How many of you send something to the family to say thank you for being a good tenant. Birthday cards for the kids or send the family coupons just to say thank you. See sometimes they need love to. Showing them love will get you what you want and hope for which is a good tenant and a long term tenant that will help you becom FINANCIALLY FREE.

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  • Diane Menke
    OP
    Contractor · Philadelphia, PA · Member since 2008 · 183 posts · 17 votes
    17y

    Thanks guys you have provided many valuable perspectives and "best practices" we can put into action. I will start this weekend with the "house book" described earlier in the thread.

    You have many points of view on how you run your operations. For me, I want to get big enough that I am totally absent from the daily activities on the properties - a business. So this colors my actions to be sure, in all my business approaches.

    I think this leads to another thread so I will work on that this weekend.

    Cheers
    Diane

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