Tenant wants to talk to owners

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Tenant wants to talk to owners

Xela Batchelder
Member since 2020 · 49 posts · 40 votes

Have any of you had a tenant demanding information about the owner (when you are the property manager)?  I assume because they think they can get what they want if they can harass the owner too.  How do you handle that?  

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Michael S.
Huntsville, AL · Member since 2018 · 578 posts · 864 votes
5y

@Xela Batchelder - if my property manager gave out my information to a tenant without my consent, they would be fired immediately.  Simple as that.  

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  • Gail K.
    Augusta, GA · Member since 2014 · 1k+ posts · 1k+ votes
    5y

    What is the issue they are upset about?

    Typically in most cases like these they would be told the property management/management company represents the owner.

    Gail

    6Reply
  • Xela Batchelder
    OP
    Member since 2020 · 49 posts · 40 votes
    5y

    Originally she asked so she could convince them (since I said no) to let a rottweiler in a no pet property (that she already got without asking).  Now, I think she is just annoyed I didn't answer that particular part of her last email.  But I'm sure she just wants to counter my no's or have other people to ask for all the stuff she wants.  But honestly not sure why she needs it now, because she finally said she got rid of the rottweiler.  

    2Reply
  • Theresa HarrisPro Member
    Member since 2019 · 15k+ posts · 11k+ votes
    5y

    I would assume they have a property manager, so they can act on their behalf and not have to deal with the tenant.  Just tell them that you manage the property and they can direct all of their requests to you.

    6Reply
  • Gail K.
    Augusta, GA · Member since 2014 · 1k+ posts · 1k+ votes
    5y

    If I were you I would not be passing  on the owner information to this tenant.  And certainly not to "override" things that you have already told her were not possible as stated in the lease (such as the "no pet policy").  The idea of using property management is that the owner does not have to deal with these issues.

    I used property management for a short time on some of my properties.  Had a call from them regarding an applicant for an available rental who told them he was interested in purchasing the property.  Since I was thinking of eventually putting it on the market I did call him.  He was not interested in purchasing it but was interested in telling me all the things that he thought were wrong with the property, including the color on the walls (just repainted) and the condition of the wood floors that had just been redone prior to placing it for rent.

    I'm a cranky old lady and I listened to this nonsense for a while for a while and finally asked him why he wanted me to call him. I thought perhaps this was his prelude to a low ball offer to purchase.  Nope.   He said he wanted to "educate" me on these matters.  I said thanks for wasting my time and hung up on him.  Called property management back and asked them never to forward a call like that to me again unless it was a serious emergency.

    11Reply
  • Michael S.
    Huntsville, AL · Member since 2018 · 578 posts · 864 votes
    5y

    @Xela Batchelder - if my property manager gave out my information to a tenant without my consent, they would be fired immediately.  Simple as that.  

    25Reply
  • Eric James
    Investor · Malakoff, TX · Member since 2017 · 2k+ posts · 2k+ votes
    5y

    "I'm the PM so you deal with me. The owner doesn't want to talk to you." End of discussion.

    21Reply
  • Xela Batchelder
    OP
    Member since 2020 · 49 posts · 40 votes
    5y

    Yes, I certainly will not give it out.

    But what is the language you would use to tell them that?

    "I'd be fired if I told you that."

    "It is my job to be the go between."

    "They hired me to not have to hear from you."

    "They wouldn't have hired a property manager if they wanted to deal with tenants."

    Something else?

    Is there something you definitely wouldn't say when explaining this?  Something legally problematic?

    2Reply
  • Xela Batchelder
    OP
    Member since 2020 · 49 posts · 40 votes
    5y
    Originally posted by @Eric James:

    "I'm the PM so you deal with me. The owner doesn't want to talk to you." End of discussion.

    Nice!  Thank you! 

    1Reply
  • Nathan GesnerBusiness Member
    Moderator
    Real Estate Broker · Cody, WY · Member since 2010 · 28k+ posts · 41k+ votes
    5y

    First off, you have a responsibility to protect people's privacy. The Owner hired you to manage the property and doesn't want tenants talking to them.

    Second, tell the Owner that the pet policy is set by the owner and you're following the Owner's instructions. Asking the owner to violate the policy they asked you to put in place is pointless.

    Tell them no and then ignore any additional requests.

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    11Reply
  • Eric James
    Investor · Malakoff, TX · Member since 2017 · 2k+ posts · 2k+ votes
    5y

    Don't give the tenant reasons for anything. Reasons will only give them something to argue against. You just tell them no. No reasons, just no.

    5Reply
  • John MorganPro Member
    Rental Property Investor · Grand Prairie, TX · Member since 2018 · 2k+ posts · 2k+ votes
    5y

    @Xela Batchelder

    Have the biggest scariest looking friend you’ve got go over there and tell them they’re the owner and deny the dog.

    5Reply
  • Isaiah Williams
    Rental Property Investor · Columbus, OH · Member since 2018 · 97 posts · 66 votes
    5y

    @John Morgan hahaha that would be epic! If only I could get away with that at my job 🤣

    1Reply
  • Isaiah Williams
    Rental Property Investor · Columbus, OH · Member since 2018 · 97 posts · 66 votes
    5y

    @Xela Batchelder

    Absolutely not! Property managers exist so that the owner doesn't have to deal with nonsense such as that! The owner made a rule and you are upholding that said rule. If they do not like it then that is tough! Do not bother the owner for something unless it 1.) Makes them more money or 2.) Keeps them from getting involved in a lawsuit!

    4Reply
  • Thomas Filak
    Member since 2020 · 24 posts · 17 votes
    5y

    @Xela Batchelder tell them that they lived overseas in Kazakhstan or something like that . It takes 3 months to reach them . Otherwise you are representing them here

    1Reply
  • Aigo Pyles
    Flipper/Rehabber · Memphis, TN · Member since 2020 · 758 posts · 285 votes
    5y

    Just tell them No. You have a policy and you should stick with it. It's your job to protect the owner's privacy and all the dealings. 

    2Reply
  • Corby GoadeBusiness Member
    Investor · Boise, ID · Member since 2014 · 3k+ posts · 3k+ votes
    5y

    You just tell them no. It's human nature to want to be accommodating, but in PM you will find more often than not, it will make your problem worse. Always better to say no and if something changes you can come back and say yes and look like a hero- but it doesn't work in reverse. 

    2Reply
  • Drew SygitBusiness Member
    Property Manager · Royal Oak, MI · Member since 2012 · 12k+ posts · 9k+ votes
    5y

    @Xela Batchelder we NEVER connect owners and tenants.

    It's bad business by ruining your representation of the owner. Furthermore, it will ruin your authority with the tenant. Finally, if the owner has to deal directly with the tenant, why do they need a PMC?

    Think of a tenants request like this as a typical customer service escalation. If you call customer service and don't get what you want, the first reaction is to ask to speak to a higher authority. You will keep doing this until you get what you want, get tired or are told you're out of options.

    So, politely and firmly tell the tenant no and that they are out of options.

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    5Reply
  • Linda S.
    Investor · Richmond, VA · Member since 2016 · 1k+ posts · 2k+ votes
    5y

    @Xela Batchelder,

    You pay a property manager so the owner doesn't have to deal with the tenant.     If I had a PM, and they gave the tenants my contact info, they'd be fired.  As the PM, you  just need to be firm, no-- you can't, I represent them.   Copy/paste your paragraphs/statements, it's a little passive aggressive, but it shows your statement isn't changing.

    It sounds like they want to show them their dog and hope that they agree to an exception.   Let me say, I hate this for so many reasons.    I tell people we have x-restrictions on dog breeds from our insurance, and they say "well, what if it's a puppy?" and i immediately think they are idiots.  I hate people who try and push for exceptions, shows they don't respect the rules.    

    2Reply
  • William CollinsPro Member
    Investor · Rocky Hill, CT · Member since 2013 · 373 posts · 299 votes
    5y

    @Xela Batchelder as a owner who has had this happen, My policy is to direct the inquiry back to the property manager. Typically it's a case where they're trying to avoid the property manager because they're trying to get to a different answer. It's like going to Mom and Dad to try to get the answer they want. Remember your partnership with the owners and as owners with your property manager means that you should discuss these tenants and their concerns. And perhaps mark them as folks who if they're going to complain / not appreciate what is provided perhaps it is better to let them leave.

    2Reply
  • Account Closed
    Member since 2020 · 984 posts · 1k+ votes
    5y

    I rented an apartment in 1973 and the live-in manager was one of the biggest a-ho's I ever met. The manager was old and almost had a heart attack a few times when he came running up the stairs like a mad man to the 2nd floor because my wife used the swimming pool and hung a towel on the balcony to dry. The 2nd time he came running up the stairs was when we had a friend visit us from England and she was in our apartment for only 1 day.

    Through the entire year, I had so many problems with this manager I decided to move. When I moved out the manager wanted to keep my entire $450 security deposit because I replaced a super cheap and leaking kitchen faucet with a Price Pfister faucet that was much better. 

    It can be very frustrating when a tenant has nobody to turn to and when the owner is trying to be a ghost when his manager is screwing his tenants and raking in cash. So, I went to the city building department, looked up the business license, building permit information and I got the owner's phone number. The owner immediately refunder 100% of my deposit.

    My point is; when I purchased my first large apartment building I always told every tenant that if they ever had a problem they cannot resolve I want them to call me. Tenants need someone to turn to and property management companies don't always do the right thing.

    Starting about 1 year ago, I gave a tenant in Las Vegas a notice to terminate her tenancy because I wanted to sell the house. The tenant politely asked me for an extension for a few months. About 6 months later, I told my property management company to send her another notice. The tenant called me on the phone because that was the right thing for her to do. She told me her husband was currently on a ventilator with COVID for 38 days. I told the tenant she could stay in the home as long as she needed. 

    My property management company called me on the phone and was so furious about my telling the tenant she could stay I almost swore with the f... word while he was yelling at me and kept telling me not to go over his head. What an idiot!!! About three weeks later, I called the tenant to ask how her husband was doing and she said he passed away the night before. That is all we talked about and I did not ask about when she was going to move. About 30 days later, she called and said she was moving.

    Just last night, my wife received three text messages after 12:30 because a kitchen drain from the 2nd floor was going into the kitchen drain on the first floor. Sure, for any landlord this is not an emergency to us because we have the knowledge and experience to know this, but landlords need to put their tenants in the landlords shoes and realize that the tenants are scare, don't know whether to poop or go blind and the tenants want to protect the landlord's property from unnecessary damage. We don't get angry with our tenants when they literally call us at 3 am because a kitchen light bulb blew out (no joke) because maybe the tenants do lack in common sense, but every person on this planet does our personal best that we can do.

    I understand the reasons why many landlords don't want to give out their phone numbers, but when I think about how much money I make every year I am super happy with myself to know that I get only a few calls per year that are what I would consider slightly off-base, but not bothersome enough where I want to cause anxiety to people who work hard to make me a hefty profit year after year. What else can I do for the money I earn?

    4Reply
  • Account Closed
    Member since 2020 · 984 posts · 1k+ votes
    5y

    Just be thankful your tenant doesn't want to bring a horse, goat, cow, or chickens into your unit for a Companion Animal and then you can't charge rent or get a cleaning fee for the animal. I've had a few tenants try to bring in companion animals and I tell them according to the laws they still need my permission and we will have to get the paperwork processed through my attorney who represents us for companion animals. So far, every tenant changed their mind and did not bring in any animals.

    1Reply
  • Curtis Mears
    Property Manager · Raleigh, NC · Member since 2014 · 729 posts · 596 votes
    5y

    @Xela Batchelder

    I would definitely not give out the owners info. Imagine the owners joy at receiving a harassing call at midnight. Tell the tenant the owner has vested authority in the pm. If tenant feels they are not being served, the the pm can direct any questions to the owner.

    1Reply
  • Eric James
    Investor · Malakoff, TX · Member since 2017 · 2k+ posts · 2k+ votes
    5y
    Originally posted by @Account Closed:

    Well for one here in Texas it is required by state law that a renter has the right to know who owns their home. And honestly if I felt like I needed to speak to the owner and the property manager were stonewalling me, I’d find a way to find out who the owner is. Property tax records, a quick google search and within an hour id have the info I want anyway. 
    trying to go over your head task the owner for exceptions is a shady move, however people have a right to know who they’re sending their money to every month

    Tenants are entitled to know the property owner of record and mailing address. So, "Big Rental LLC, PO Box 1111, City in TX". That's what they are entitled to know.

    5Reply
  • Scott M.
    Real Estate Broker · Rochester Hills, MI · Member since 2009 · 2k+ posts · 2k+ votes
    5y

    We have been asked, maybe 5 or 6 times over the past 20 years so it is rare for the owners info.  Generally speaking the tenant is upset and they want to talk to the owners directly so they can get their way.  We have never, nor will we ever give owners contact info away.  We even have some property owners that want to send a gift card or flowers or things like that and we tell them to let us send it so there is no way the tenant will get their info, and the owners are always grateful as they never thought of that.  

    One of the many benefits to property owners when hiring a manager is privacy.  And we fiercely protect that.  Happy to pass on messages and be the go between.  Part of both our management agreement and lease as well.  

    2Reply
  • Account Closed
    Member since 2020 · 984 posts · 1k+ votes
    5y

    Sure!!! Great!!! Leave everything up to the property manager.

    "Hello... you have reached XYZ the fast and reliable property management company. We are away from our desk, or out of the office. Please leave a message and we will get back with you as soon as we can sometime after this s holiday weekend, on Tuesday, but until then stick your finger in your...broken pipe until it is convenient for us to call you. Then, after I take care of all my other tenants who left messages for the past 4 days we can make an appointment with a vendor for some time that is convenient for him to cure your problem".

    0Reply
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