This Old House & High Maintenance Tenants

[Liz Nutting]

We have an older home (1944) in the Los Angeles area that’s been updated and is generally in good shape, but the gas heater is as old as the house and of a type that cannot be installed any longer (although there’s no legal mandate to replace it). Earlier this year, we got new tenants who are somewhat high maintenance. They didn’t want to run the heater because they thought it was dirty, so they were blowing out the circuits with multiple space heaters. We agreed to clean the heater and service it so they would have heat without the space heaters. We even prorated their rent for the few days they were without heat. We paid $1500 to have the furnace serviced and cleaned. They were happy for a few days, but then decided they didn’t trust the old furnace and called the gas company, who shut off the gas to the furnace! To replace the furnace would be several thousand dollars and would also require repairs to the floor where the current furnace ducts are. Our HVAC guy says it’s working fine and is safe. Our tenants were pretty nasty to him when he called to set up another appointment to go out there. He thinks the tenants are going to raise a fuss until we replace it. Anyone have experience a) replacing a furnace/HVAC system, and b) dealing with high maintenance tenants?

[Wesley W.]

My first thought is that something went wrong with your tenant screening process.  Did you contact the previous landlords? 

I would take this angle:  "Mrs. Smith, I am very sorry you are unhappy with the heating situation.  We've done everything reasonable we can to make you happy in your new home.  The furnace has been inspected and cleaned by a professional, and in their opinion everything is working as intended.  We work very hard for our tenants and would hate to have someone feel like they have to stay out of obligation if they are dissatisfied with their housing experience with us.  So, we're willing to extend you yet another professional courtesy and let you out of your lease early so you can find a place that will better meet your expectations.  When might we expect your written notice to vacate?"