renter complaining about cleanliness

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renter complaining about cleanliness

Kundan Chand
97006 · Member since 2018 · 23 posts · 3 votes

Hi 

I am 1st time landlord and chose to manage my home personally. We had signed a lease agreement with our renter which included deep cleaning of the home before they moved in. However the cleaner I hired did not do a good job and now the renter has sent me emails that they had to spend lot of hours to clean the home etc. and had to move around their work schedules to accomodate that. I am guessing they may be looking for some hefty compensation for house cleaning. How do I handle this?

Thanks

KUndan

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Mike A.
Port Chester, NY · Member since 2016 · 210 posts · 157 votes
5y

We had a tenant tells us the same a few days ago.  When this has happened in the past, usually a tenant tells us within a week or so.  We can then send out the crew again and make it right.  However, they moved in on January 1st, 2021; so there's little we can do eight months later.  We said we would hold it against them in their security deposit.  They also complained that they didn't like the paint job or color, it was satin white, so they painted it another color at their expense. Little we can do about about it now.  Tenants will complain about anything if you give them the ability to do so.  We're fair, but we're not fools. You need to do the same. Give them an inch, they take yard.

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  • Julie Hartman
    Property Manager · Denver, CO · Member since 2021 · 667 posts · 587 votes
    5y

    Was a pre-move-in walk through done with both you and the tenant? You admit that the cleaning was not done very well. Did you ask the cleaning company to come back and make it right? There should have been a guarantee of some sort. If not, I would compensate the tenant for some of their time, within reason. If you go that route, I would also make sure they understand that by compensating them, you expect the property to be in a clean condition upon move-out.  

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    • Kundan Chand
      OP
      97006 · Member since 2018 · 23 posts · 3 votes
      5y
      Originally posted by @Julie Hartman:

      Was a pre-move-in walk through done with both you and the tenant? You admit that the cleaning was not done very well. Did you ask the cleaning company to come back and make it right? There should have been a guarantee of some sort. If not, I would compensate the tenant for some of their time, within reason. If you go that route, I would also make sure they understand that by compensating them, you expect the property to be in a clean condition upon move-out.  

      no pre move in was done. we left keys with cleaner and moved out of town. that was a mistake. generally for 2000 sq. ft house deep cleaning costs $300 in my area. so is it ok to compensate them similar amount for the cleaning they claim they did?

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  • JD MartinBusiness Member
    Moderator
    Rock Star Extraordinaire · Northeast, TN · Member since 2015 · 10k+ posts · 16k+ votes
    5y

    I would offer to send another cleaning company out to do the job right. Someone should have signed off (the tenant) that the property was in acceptable condition when they took possession; our lease stipulates that by accepting the property upon move-in the tenant is accepting the condition and cleanliness of the property. Because what really should have happened was the tenant saying "Hey, this place isn't clean" and you pay another company to go do it, or get the first company to go back out.

    How do you know that the cleaning wasn't done very well if you weren't there? Who inspected the property prior to the tenant moving in? 

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  • Forrest Williams
    Real Estate Agent · Chicagoland · Member since 2018 · 314 posts · 199 votes
    5y

    Get the company back out there to make it right, and ask for pictures. You don't want to get off on the wrong foot with your tenant.

    2Reply
  • Jim K.
    Handyman · Pittsburgh, PA · Member since 2018 · 5k+ posts · 13k+ votes
    5y
    Originally posted by @Kundan Chand:

    no pre move in was done. we left keys with cleaner and moved out of town. that was a mistake. generally for 2000 sq. ft house deep cleaning costs $300 in my area. so is it ok to compensate them similar amount for the cleaning they claim they did?

     Expensive basic lesson, Kundan, but you'll be grateful for it going forward.

    I'd like to ask if you're aware that you're now caught between the rock and a hard place.

    1. Either they did do the cleaning they're complaining about, in which case they'll likely feel your $300 isn't enough.

    or

    2. They didn't do all that cleaning and if you pay them you're a chump to them forever.

    I'd give them a $300 break on the rent and a sincere apology. I know it's a lot but it will help you with the lesson.

    3Reply
  • Kundan Chand
    OP
    97006 · Member since 2018 · 23 posts · 3 votes
    5y

    @JD Martin they sent a lot of pictures which shows place was dirty. I am pretty sure cleaner didn't do good job.

    0Reply
  • Kundan Chand
    OP
    97006 · Member since 2018 · 23 posts · 3 votes
    5y

    @Forrest Williams the cleaner is unwilling to come again . So I think would have to offer compensation to the renter

    0Reply
  • Kundan Chand
    OP
    97006 · Member since 2018 · 23 posts · 3 votes
    5y

    @Jim K. Yes option 2 seems right. I trust them that they did all the cleaning themselves

    0Reply
  • Forrest Williams
    Real Estate Agent · Chicagoland · Member since 2018 · 314 posts · 199 votes
    5y

    You could also get another cleaner out there, or if the tenant wants to get a specific cleaner you could offer to reimburse them on their choice. That way they can feel more agency over the situation.

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

    @Kundan Chand,

    I definitely understand, I just hired a company to clean.. they were there for 3 hours, wanted to charge me $250-- when I checked their work, it was really crappy, i'm sorry-- but as a cleaner, you job is to remove gum off the floor.   I  asked them when they'd finish, and they said they aren't.   Crappy cleaners  absolutely exist, and if you can see it in person-- you SHOULD,  pictures can be deceiving.     Have this be a learning lesson--- don't ever pay until you see!

    I'd apologize to the tenant-- tell them you'll never use them again, and offer to send another cleaning company, or do $150 or so off rent next month.   99% chance they'll take the $150off rent, which will be cheaper than bringing in a new cleaner!

    3Reply
  • Mike A.
    Port Chester, NY · Member since 2016 · 210 posts · 157 votes
    5y

    We had a tenant tells us the same a few days ago.  When this has happened in the past, usually a tenant tells us within a week or so.  We can then send out the crew again and make it right.  However, they moved in on January 1st, 2021; so there's little we can do eight months later.  We said we would hold it against them in their security deposit.  They also complained that they didn't like the paint job or color, it was satin white, so they painted it another color at their expense. Little we can do about about it now.  Tenants will complain about anything if you give them the ability to do so.  We're fair, but we're not fools. You need to do the same. Give them an inch, they take yard.

    3Reply
  • Max T.
    Investor · Philadelphia, PA · Member since 2015 · 3k+ posts · 3k+ votes
    5y

    @Kundan Chand

    You offer to hire another cleaner to come through. You don’t give them money.

    Might as well start getting cleaners anyway since your first choice didn’t get it done.

    Kill 2 birdz

    1Reply
  • Kundan Chand
    OP
    97006 · Member since 2018 · 23 posts · 3 votes
    5y

    @Max T. I can , but they moved in today and may say that since their furniture is all inside , it is pointless now to get another cleaner. Since they claim they already did all the cleaning, so I guess no option but to either reimburse them or offer free cleaning next month or so . They said they plan to clean the house once every m ok the anyways due to covid.

    0Reply
  • Julie Hartman
    Property Manager · Denver, CO · Member since 2021 · 667 posts · 587 votes
    5y

    @Kundan Chand How many tenants are there? If there are two of them and without knowing how much time they spent, let's assume they spent 4 hours cleaning (probably a high estimate). Most cleaning companies charge about $25-30 per hour per person, so that's $200 on the low end; that would be more than fair and should appease them. If you can't get the cleaners to go back, I would do a rent rebate rather than trying to send another cleaner next month. If that cleaning isn't to their satisfaction, you are back at square one. It's best to settle this now and not have it drag on, for your sake. 

    0Reply
  • Account Closed
    Rental Property Investor · Member since 2018 · 66 posts · 71 votes
    5y

    @Kundan Chand

    If you didn’t do the proper upfront work to make sure the home was cleaned properly and admit yourself that it wasn’t clean then I think you should pay them double their hourly wage at work for the time they spent cleaning.

    0Reply
  • Genny Li
    Baltimore, MD · Member since 2018 · 431 posts · 281 votes
    5y
    Originally posted by @Mike A.:

    We had a tenant tells us the same a few days ago.  When this has happened in the past, usually a tenant tells us within a week or so.  We can then send out the crew again and make it right.  However, they moved in on January 1st, 2021; so there's little we can do eight months later.  We said we would hold it against them in their security deposit.  They also complained that they didn't like the paint job or color, it was satin white, so they painted it another color at their expense. Little we can do about about it now.  Tenants will complain about anything if you give them the ability to do so.  We're fair, but we're not fools. You need to do the same. Give them an inch, they take yard.

     You...you painted a place satin? Satin??? Please tell me this is a C/D property.  If it's B or solid C, that is a very poor choice.

    0Reply
  • Mike A.
    Port Chester, NY · Member since 2016 · 210 posts · 157 votes
    5y
    Originally posted by @Genny Li:
    Originally posted by @Mike A.:

    We had a tenant tells us the same a few days ago.  When this has happened in the past, usually a tenant tells us within a week or so.  We can then send out the crew again and make it right.  However, they moved in on January 1st, 2021; so there's little we can do eight months later.  We said we would hold it against them in their security deposit.  They also complained that they didn't like the paint job or color, it was satin white, so they painted it another color at their expense. Little we can do about about it now.  Tenants will complain about anything if you give them the ability to do so.  We're fair, but we're not fools. You need to do the same. Give them an inch, they take yard.

     You...you painted a place satin? Satin??? Please tell me this is a C/D property.  If it's B or solid C, that is a very poor choice.

     No, it's a million dollar building, B area.  We use sherwin-williams infinity satin white across all of our properties. Most tenants like it; and so do we. You are welcomed to paint your apts any color you wish though.

    1Reply
  • Kundan Chand
    OP
    97006 · Member since 2018 · 23 posts · 3 votes
    5y

    @Julie Hartman they claimed they spent 30 hrs to clean using 2 of them. They sent me a bill for $200 just for cleaning supplies and they also replaced toilet seat for $100 extra. Is it resonable to expect to owner to pay for toilet seat replacement even though they were in good condition ? They said they replaced it because it was dirty.

    Not sure what they want , do they want me to reimburse them $300 + 30 hrs of labor x2. That is a lot.

    I am thinking of compensating them max. For $250!. Am I unreasonable ?

    0Reply
  • Julie Hartman
    Property Manager · Denver, CO · Member since 2021 · 667 posts · 587 votes
    5y

    @Kundan Chand In my opinion, what they are asking for is unreasonable. I highly doubt they spent 15 hours (x2) on cleaning the house unless they were cleaning things with a Q-tip. They should already have cleaning supplies as they should be cleaning anyway so I would not reimburse anything for that. I would not reimburse for the toilet seat either; $100 for a toilet seat is insane. I wouldn't go a penny over $250. I would tell them that any additional cleaning needed would equate to a touch up and you are willing to rebate them the $250 on next months rent. Once they accept it, the slate is clean and you are even. Whatever you elect to do, I would hold firm because this will set the tone for the rest of their tenancy. 

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

    Your tenants have  inflated the price of everything they did.  ? $200 worth of cleaning products they purchased?   And where did they buy a $100 toilet seat and replace the old one simply because it was dirty?  The same place they purchased all those expensive cleaning supplies?

    You can ask them to provide you all receipts for these items they purchased....or you can reimburse them $300 which is the cost you were charged for the "deep cleaning".  Or, you can do nothing although I do think your original cleaning company should reimburse you back the $300 for the crummy job they did.

    This is a bit like tenants who complain when a refrigerator goes on the fritz all those steaks, lobsters and shrimp just got spoiled to heck and they want reimbursement for those.   Typically when a landlord asks for a receipt of the food they really bought all those expensive foods suddenly disappear.

    Gail

    1Reply
  • Genny Li
    Baltimore, MD · Member since 2018 · 431 posts · 281 votes
    5y
    Originally posted by @Gail K.:

    Your tenants have  inflated the price of everything they did.  ? $200 worth of cleaning products they purchased?   And where did they buy a $100 toilet seat and replace the old one simply because it was dirty?  The same place they purchased all those expensive cleaning supplies?

    You can ask them to provide you all receipts for these items they purchased....or you can reimburse them $300 which is the cost you were charged for the "deep cleaning".  Or, you can do nothing although I do think your original cleaning company should reimburse you back the $300 for the crummy job they did.

    This is a bit like tenants who complain when a refrigerator goes on the fritz all those steaks, lobsters and shrimp just got spoiled to heck and they want reimbursement for those.   Typically when a landlord asks for a receipt of the food they really bought all those expensive foods suddenly disappear.

    Gail

     They may have moved without any cleaning supplies at all...but they would have had to buy them, anyway, and I'm sure they didn't use them up!  $300. I agree!

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  • Kundan Chand
    OP
    97006 · Member since 2018 · 23 posts · 3 votes
    5y

    @Genny Li @all

    I offered $200 to them and they agreed

    I mentioned that they should t have taken up cleaning wirhout ñotifyibg me . So I asked them in future not to take up any job without informibg me. But lesson learned for me that i should have done pre move inspection . Thanks all for your help

    2Reply
  • John Teachout
    Rental Property Investor · Concord, GA · Member since 2015 · 3k+ posts · 3k+ votes
    5y

    The more I read in this thread, I think these tenants are trying to see just how much they can get away with. In fact, if this was my property, I would offer them a "happy clause". I'd give them a couple hundred bucks total and if they aren't happy with that, they can put the original toilet seat back on and can move out to a more suitable place. These tenants are trying to run over the landlord and will if you let them. I see trouble for the entire term of the lease. Maybe take the hit now and put an end to it.

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  • John Teachout
    Rental Property Investor · Concord, GA · Member since 2015 · 3k+ posts · 3k+ votes
    5y

    30 hours to clean? Is this place a chateau? I've purchased toilet seats and unless it's covered with lizard skin or something not sure how it could approach $100.00. There's warning flags waving that need to be paid attention to.

    1Reply
  • Terrell Garren
    Rental Property Investor · Concord, NC · Member since 2016 · 1k+ posts · 3k+ votes
    5y
    Originally posted by @Genny Li:

     You...you painted a place satin? Satin??? Please tell me this is a C/D property.  If it's B or solid C, that is a very poor choice.

     I've been using Agreeable Gray eggshell or satin on walls for 10+ years on 24 Class B SFHs.  Foolish me thought it was working ok.

    0Reply
  • Hersh ShahBusiness Member
    Realtor · Atlanta, GA · Member since 2016 · 117 posts · 78 votes
    5y

    @Kundan Chand Unless you knew the cleaner and/or used them before you wouldn't know how good of a job they would do. If you didn't or couldn't verify they could have taken advantage of you. If so, you can ask them to go make it right or give a similar credit to tenant if they had to do it on their own.

    Next time, make sure there are checks and balances in place to make sure there is accountability for each person. You can do this via a PM or person you trust. 

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