How to "professionally" deny a maintenance request?

Question

What do you tell your tenants when you won't complete one of their maintenance request? I've read stories on here of tenants submitting request to fix/replace anything and everything. What's the proper way to deny a maintenance request?

Samuel Eddinger · Answer

Dear Tenant,

We will promptly deal with health and safety issues.  However, this does not meet our definition of health and safety and will add it to a list to consider doing when additional work is needed.

Thanks. - Management

Nathan Gesner · Answer

"Dear Tenant,

You were given the opportunity to inspect the property prior to signing the lease. Our agreement is that we will fix items that require repair, but we will not make improvements to the property or add features that did not exist before.

Your Landlord"

Jill F. · Answer

If it's an upgrade that will add value to the property and it's a good tenant, I'll often go with: "Sure! it will be an extra $xx/month in rent or Sure, I'll have to get some quotes and get back with you on much the rent would increase for that upgrade if it's possible.

if it is a cosmetic issue, that I'm not willing to fix, I say "no, that's not something we'll do. Or maybe that's not something we'll do while the apartment is occupied."

if I perceive the "request" to be a veiled threat, depending on the circumstances, I might say, "that sounds like it might be a safety issue (or health hazaard), you might need to move out so I can remediate the problem, I'm going to see when I can have someone out there to check on that... I might have a renovated unit available soon but it will costs $xxx/month" -- so far no one has ever wanted me to send out a person to check on the 'problem'. My policy on threats, veiled or direct is to take them seriously every time. There is no quicker way to get a non-renewal from me than to start that "someone might get hurt if you don't do xxx BS".

Greg R. · Answer

We've politely said something to the effect of "Thanks for making the request known. However, this request is cosmetic is not the type of repair that would fall under the terms of our agreement". You can also explain the types of things that are covered under the agreement, e.g., plumbing heating/ cooling, the roof, etc.

However, depending on the request I always look at them case by case. I recently had a tenant request a higher fence around the yard. It had a short fence, maybe 3ft. She stated that since she is a single mom with young kids, she would like more privacy & security - which I felt was a reasonable request. However, I wasn't going to fork the bill for a 2-3k fence job. We worked an agreement that I would provide the lumber (cedar planks and some 2x4s, 4x4s), and she would take care of the labor. She knew some contractors/ handyman type people. Cost me about $500 and she's very happy. The job came out pretty good. It's also a good enhancement to the property and will be a beneficial going forward.

Richard F. · Answer

Aloha,

Obviously this would depend on exactly what the request is, but, if it is just some cosmetic issue, or an "upgrade" the tenant desires, the response would just be NO. If the annoying requests continue, I would send a letter or email stating "You had the opportunity to view the property before moving in, but clearly now it does not meet your needs. We are happy to let you out of the Rental Agreement with no penalty, and paying only for the days occupied and until keys are turned in to our office with NO early termination penalty and full return of your Security Deposit if property is returned in same condition as move in; all personal property removed; and all rubbish removed from the property. You must inform us of your intent within 10 days, or this offer expires.

Jeremy Horton · Answer

Several good responses in this thread - We do the same, the units are rented as is and the repair does not fall under a safety or health hazard so we cannot repair it as this time.

Chris Seveney · Answer

We are in receipt of your maintenance request received on XX date regarding YYY. We have reviewed this request and this request does not impact your right of enjoyment nor habitability of the unit, therefore we respectfully deny the request at this time.

Examples of this might be caulking on baseboard, a scratch in the floor, tile on backsplash is crooked...

When we built condos we would get warranty complaints which included the wolf oven took to long to heat up (though it was taking the time it mentioned in the manual), that the dual flush toilets do not work (I had to get a letter from Kohler about how much you know what is typicaly in a flush and what it could handle)....

Steven Foster Wilson · Answer

My property had lath and plaster walls, thus they had some cracking in them but did not need to be replaced and were hardly noticeable. The tenant asked for the walls to be repaired. I said no they were fine and he knew the condition of the property upon moving in. Later I had to evict him because he kept coming up with excuses as to why not to pay rent. My property manager did not inform me at the time that he had not paid rent for 3 months. Once I found this out, I quickly hired a new PM and got the eviction process started. All that being said, I learn it is important to stay on top of things, be willing to say no, and act fast if things are not going according to the lease.

Evan B. · Answer

I want to know this as well! Hopefully some knowledgeable people jump in.

A lot of the time, it seems like the ridiculous or trivial repair requests will often turn into a back and forth argument, creating tension.

It can be hard to tell if the tenant is doing it on purpose, to give themselves ammunition to use against you later. Or if they are just nitpicky.

How to "professionally" deny a maintenance request?

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