Can I charge a service fee - Tenant lied to me

[Chris C.]

Yes, I know.  Being lied to is nothing new but here's the story:

Last Friday, they we complaining that their stove wasn't working (eventually we found out their complaint was that one of the 4 coils/burners got "too" hot, even on low temp). So I go over and fix it. 

Today, they call and say that now 3/4 of their coils/burners on the stove top arnt working  and neither is the oven. i asked my PM if the tenant ment that the stove kept getting hot even on low, or if it physicaly didn't not work and therefore they would be unable to cook with it. I was told that it was not working at all. That only one of the coils/burners get hot. 

So based on where I work and where the property is, it made more send to buy a stove and then deliver and install it. Rather than visit the property first cause if it wasn't a quick fix, i would've wasted 2 hrs. 

So I find a good stove, much newer, perfect condition, 1.5 years old, well maintained. Hell even I would've used it. And go to deliver it, but before I install it, I test the old stove.... Everything works. 

Can I charge the tenant a service fee for wasting 6.5hrs of my time, plus the price of a new stove?  Even if I don't charge them the full amount, but some sort of fee. 

They have only been my tenant for 3 months, but they were the first to sign when I purchased the property. Still massively under market rent. 

When I was previously there, the tenant mentioned that they wanted a new stove. And when I arrive today, and questioned them about how everything seems to be working, they (mother, 2 grown daughters, 1 grandchild) were just like "we want a new stove"

[Victor N.]

First, why isn't your PM going over and checking maintenance requests before contacting you? That's what you pay them to do. If they checked it, how did they miss that the stove is working? Second, I always say yes when the tenant requests an improvement. Then I tell them I will get back with you on the additional rent it will cost to make the requested improvements. Generally, I research as necessary and quote a figure that amortizes the cost of the improvement plus a return on my money of about 10% over a year or 18 months. Most tenants decide they don't want the improvement that bad. Those that do pay for it and we are both happy. The property is improved and the tenant gets what they want at their expense. In your case, you said rent is under market so include some catch up increase. You already know the cost of the replacement stove and your time. Don't include a service fee in your lease because you will discourage maintenance calls leading to more damage to your property that could have been prevented with cheaper prompt maintenance and repair.