Unusual tenant complaints. Not sure how to handle

Unusual tenant complaints. Not sure how to handle

Jimmy AlexanderPro Member
Investor · Member since 2021 · 26 posts · 20 votes

Hi everyone,

So I own and self manage 9 doors and I am having an ongoing issue with one of my newer tenants. I usually acquire my own tenants but I handed the task over to a local agent for my most recent vacancy. I spoke to the tenant over the phone prior to moving in, she seemed very nice and everything checked out. Stable job, 3x income, good credit, solid savings account, clean background etc. About two weeks after moving in i started to get weird complaints from her stating that she was not getting along with the other tenants in the building. The tenant made multiple unusual statements including "they slam the doors in a rhythm because they know it bothers me", "they tap on the walls only when I'm home", "they know when i go to the bathroom because they flush the toilet right after i flush so they're doing it on purpose" (yes she really said that), "they tell me to shut up through the wall". So I did my due diligence and reached out to the other tenants, and they all stated that they have never had an interaction with her, nor have they heard any noise from her apartment. I even had the two tenants introduce themselves and that resolved that issue. Then the issue became about other tenants in the building. 

Tonight this tenant has texted me saying that "the girl threatened me by saying 'wait till i get outside' ". So I asked for more info about the situation and the tenant told me that "she told me through the wall, so i called the cops". Cops arrived to the building and no one was home. I called the tenant who lives in the apartment where the threat supposedly came from and he was not home all day, no one was home all day due to being at a July 4th family bbq... So I think something a little deeper may be going on, but its not my place to make assumptions about anyones mental wellbeing. 

Has anyone else experience something similar? If so, how did you handle it / how did it turn out? Her lease isn't up until next march but I've been debating offering her to terminate the lease since she has told me she doesn't feel safe (not feeling safe was her reason of moving out of her last apartment) and the rental demand in the area is pretty good so I think a 30day vacancy is worth not dealing with this headache for the next 8 months.

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Investor · Greenville, SC · Member since 2016 · 5k+ posts · 13k+ votes
3y

I agree with your thoughts to implement the happy clause.  "It's clear that you are not happy or feel safe here; so, you can get out of your lease with X days written notice, return keys, clean unit, etc..."

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  • Russell BrazilBusiness Member
    Moderator
    Real Estate Agent · Washington, D.C. · Member since 2012 · 17k+ posts · 30k+ votes
    3y

    Sounds like she is suffering from mental illness. Does she have an emergency contact?

  • Rental Property Investor · Concord, NC · Member since 2016 · 1k+ posts · 3k+ votes
    3y

    M2M rental agreements all day long. You can deal with misbehaving tenants immediately, and they know it. 

  • Investor · Greenville, SC · Member since 2016 · 5k+ posts · 13k+ votes
    3y

    I agree with your thoughts to implement the happy clause.  "It's clear that you are not happy or feel safe here; so, you can get out of your lease with X days written notice, return keys, clean unit, etc..."

  • Jimmy AlexanderPro Member
    OP
    Investor · Member since 2021 · 26 posts · 20 votes
    3y
    Quote from @Russell Brazil:

    Sounds like she is suffering from mental illness. Does she have an emergency contact?


     Yes, she lives with her mother who I am in regular contact with. I work in healthcare and work with mental health patients daily. I just don't believe its my place to suggest that such help is needed. Her mother clearly sides with her and shows concerns for the allegations. 

  • Jimmy AlexanderPro Member
    OP
    Investor · Member since 2021 · 26 posts · 20 votes
    3y
    Quote from @Mike Dymski:

    I agree with your thoughts to implement the happy clause.  "It's clear that you are not happy or feel safe here; so, you can get out of your lease with X days written notice, return keys, clean unit, etc..."


     Exactly my plan. I was hoping the problem resolved itself as i didnt hear from her for a month. Until today when i found out she called the police on an empty apartment. Thank you. 

  • Jimmy AlexanderPro Member
    OP
    Investor · Member since 2021 · 26 posts · 20 votes
    3y
    Quote from @Terrell Garren:

    M2M rental agreements all day long. You can deal with misbehaving tenants immediately, and they know it. 


     Funny that you said that. I usually only do M2M, this is my first year long lease. Wont be doing that again lol

  • Melanie ThomasBusiness Member
    Real Estate Broker · San Antonio · Member since 2022 · 1k+ posts · 489 votes
    3y

    It seems like you're facing a challenging situation with one of your tenants. Dealing with tenant conflicts can be difficult, especially when there are conflicting accounts of events. It's important to approach the situation carefully and consider all factors before making any decisions. Here are a few suggestions to help handle this situation:


    1) Gather evidence: Document all the complaints, conversations, and interactions with the tenant in question. This will help you have a clear record of the issues raised and any attempts made to resolve them.

    2) Openly communicate with the tenant: Schedule a meeting with the tenant to discuss their concerns in person- with your ducks in a row from gathering evidence. Listen attentively to their side of the story and try to understand their perspective.

    3) Playing the devils advocate. Investigate further: Since the other tenants have denied any involvement in the alleged disturbances, it might be worth considering external factors that could be causing the tenant's distress. Is there any construction nearby? Are there any external noises that could be misinterpreted as intentional disturbances? It may be helpful to rule out these possibilities.

    4) Consult legal advice: If the situation escalates or becomes unmanageable, it may be wise to consult an attorney who specializes in landlord-tenant disputes. They can provide guidance based on local laws and regulations, and help you understand your rights and options.

    5) Lease termination: If you genuinely believe that the situation is unresolvable, offering the option to terminate the lease might be a viable solution. However, consult legal counsel before taking any action to ensure you are following proper procedures and protecting your interests.

    Sorry you are dealing with this. Once this is all over, it will be another notch in your PM belt! Good luck & happy investing!


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  • Ned J.Pro Member
    Investor · Manteca, CA · Member since 2017 · 1k+ posts · 2k+ votes
    3y

    Happy clause....

    You arent going to fix this..... the tenant has mental issues. You cant be the peacemaker for tenants. Unless the "other tenant" issue is blatant, easily documented/proven, then you cant really do anything. They either "get over it", fix it themselves or move out.

    You won't fix this....

  • Troy, MI · Member since 2019 · 61 posts · 20 votes
    3y

    @Jimmy Alexander we had a tenant that was mentally sick. We ended up having to evict him

  • Nathan GesnerBusiness Member
    Moderator
    Real Estate Broker · Cody, WY · Member since 2010 · 28k+ posts · 41k+ votes
    3y

    It doesn't matter if it's mental illness or drugs. What matters is that this tenant is going to drive you crazy, she is probably going to disturb the neighbors, and it may impact the safety of others.

    I would talk to the mother. Let her know that you want them gone. See if she'll voluntarily move. If not, put her on notice that you'll terminate the lease if the behavior continues.

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  • Realtor · Hanover Twp, PA · Member since 2018 · 3k+ posts · 3k+ votes
    3y

    @Jimmy Alexander, I had this type of thing happen!

    A tenant called me saying her ex bf had broken into the house and was hiding inside. So, I told her to call the police. She said this had happened before and she called the police but they can never seem to catch him.

    The house is SMALL and the neighbors have cameras. So, nobody is going in or out without being caught on a camera.

    She called the police and they didn't find him again. A couple days later she called me again for the same reason and the police were there. I spoke to a nice female officer who said she would call me back later and explain.

    Turns out the police knew there was nobody breaking in and that she had called several times about this and wasn't sleeping and having a mental breakdown. They took her to her moms. I added additional security to the basement door because it was the only entrance that wasn't visible to others and most likely where anyone would try to break in.

    The police to her to her parents to sleep and get some support and to encourage the parents to get her some mental health help. 

    She still believes that the ex bf was breaking in back in those days but is no longer paranoid and believing it is happening again. So, things have calmed down and there haven't been any more incidents since then. 

  • Investor · Austin, TX · Member since 2021 · 9k+ posts · 5k+ votes
    3y
    Quote from @Russell Brazil:

    Sounds like she is suffering from mental illness. Does she have an emergency contact?


     Sounds like the tenant is looking for an excuse to break the lease. 

  • Austin, TX · Member since 2019 · 5k+ posts · 5k+ votes
    3y
    Quote from @Jimmy Alexander:
    Quote from @Russell Brazil:

    Sounds like she is suffering from mental illness. Does she have an emergency contact?


     Yes, she lives with her mother who I am in regular contact with. I work in healthcare and work with mental health patients daily. I just don't believe its my place to suggest that such help is needed. Her mother clearly sides with her and shows concerns for the allegations. 


    Rather than call you, have her call the Police, and let them deal with this.

    Good Luck!

  • Investor · Clairemont, CA · Member since 2011 · 3k+ posts · 2k+ votes
    3y

    I have a friend at Church who's younger sister has schizophrenia. From his stories, when her symptoms first started she had many similar issues. Her boyfriend was doing weird things or breaking in, so were the neighbors etc. Her personal belongings were always being hidden from her by some unknown person etc. Her brothers of course believed her and were looking out for her and taking care of her dealing with everyone until things got bad enough that they realized it couldn't all be true. If I recall she was around 20-25, and that was the first there was ever any issue. But it started with situations like you describe and then escalated into paranoia and eventually full blown conversations with the empty air. 

    I'd at least talk to a family member to indicate your suspicions, the specific instance of calling police on a vacant unit is a clear instance you can point to. Explain to them what's happening, and your concern for her mental health, as well as providing the "happy clause". It may take another year or two before things progress enough for Mom to realize there may be a real issue. 

  • Jimmy AlexanderPro Member
    OP
    Investor · Member since 2021 · 26 posts · 20 votes
    3y
    Quote from @Melanie Thomas:

    It seems like you're facing a challenging situation with one of your tenants. Dealing with tenant conflicts can be difficult, especially when there are conflicting accounts of events. It's important to approach the situation carefully and consider all factors before making any decisions. Here are a few suggestions to help handle this situation:


    1) Gather evidence: Document all the complaints, conversations, and interactions with the tenant in question. This will help you have a clear record of the issues raised and any attempts made to resolve them.

    2) Openly communicate with the tenant: Schedule a meeting with the tenant to discuss their concerns in person- with your ducks in a row from gathering evidence. Listen attentively to their side of the story and try to understand their perspective.

    3) Playing the devils advocate. Investigate further: Since the other tenants have denied any involvement in the alleged disturbances, it might be worth considering external factors that could be causing the tenant's distress. Is there any construction nearby? Are there any external noises that could be misinterpreted as intentional disturbances? It may be helpful to rule out these possibilities.

    4) Consult legal advice: If the situation escalates or becomes unmanageable, it may be wise to consult an attorney who specializes in landlord-tenant disputes. They can provide guidance based on local laws and regulations, and help you understand your rights and options.

    5) Lease termination: If you genuinely believe that the situation is unresolvable, offering the option to terminate the lease might be a viable solution. However, consult legal counsel before taking any action to ensure you are following proper procedures and protecting your interests.

    Sorry you are dealing with this. Once this is all over, it will be another notch in your PM belt! Good luck & happy investing!



     Thank you for the advice! Very thorough and appreciated!

  • Jimmy AlexanderPro Member
    OP
    Investor · Member since 2021 · 26 posts · 20 votes
    3y
    Quote from @Matt Devincenzo:

    I have a friend at Church who's younger sister has schizophrenia. From his stories, when her symptoms first started she had many similar issues. Her boyfriend was doing weird things or breaking in, so were the neighbors etc. Her personal belongings were always being hidden from her by some unknown person etc. Her brothers of course believed her and were looking out for her and taking care of her dealing with everyone until things got bad enough that they realized it couldn't all be true. If I recall she was around 20-25, and that was the first there was ever any issue. But it started with situations like you describe and then escalated into paranoia and eventually full blown conversations with the empty air. 

    I'd at least talk to a family member to indicate your suspicions, the specific instance of calling police on a vacant unit is a clear instance you can point to. Explain to them what's happening, and your concern for her mental health, as well as providing the "happy clause". It may take another year or two before things progress enough for Mom to realize there may be a real issue. 


    I've been debating on discussing this with her mother. But we have had several conversations where its clear that her mother truly believes these allegations. I did notify her that the apartment was vacant when the cops arrived and her response was "they could of just not answered the door". I don't want to be offensive and end up escalating the issue. 

  • Jimmy AlexanderPro Member
    OP
    Investor · Member since 2021 · 26 posts · 20 votes
    3y
    Quote from @Eliott Elias:
    Quote from @Russell Brazil:

    Sounds like she is suffering from mental illness. Does she have an emergency contact?


     Sounds like the tenant is looking for an excuse to break the lease. 


     That would be best case scenario. I offered her an exit out of her lease but received no response. 

  • Investor · Akron, OH · Member since 2016 · 2k+ posts · 4k+ votes
    3y

    An offer to allow her to break the lease would be my response to any and all subsequent nonsense. Make sure that you document your actions and that she knows that you investigated and found that her accusations were baseless as did the police when they investigated her complaints regarding her neighbor. As sad as her situation is, it's your job as the property manager, to make sure that ALL your tenants get to have 'quiet enjoyment' of their apartments, and repeated calls to police by her and/or investigations of repeated baseless complaints will infringe on the rights of other tenants. Set a limit on false complaints and stick to it. Don't let her terrorize your other tenants. She is likely to escalate her complaints-- I'd be polite but firm in my unwillingness to entertain 'BS'. It's not your job to avoid giving offense, you can't entertain her nonsense without throwing you other tenants under the bus.

  • Property Manager · Wichita, KS · Member since 2015 · 73 posts · 36 votes
    3y

    We actually use a checklist in the application process which provides the applicant to come forth with all sorts of disclosure that can assist us in making a correct fit. We are very specific, but not illegal, but we ask if they have issues with reading, writing, mental health needs, drug use, if they will have a weapon, if they need assistance completing the application, etc.. It has worked wonders. I had decided to create for situations just like this - so many clients of mine had struggled in the past with those who look great on an app, but have issues in character. This way, they volunteer their specific situation, and invites a dialogue. You do want the best match, which is what we specialize in. You don't want to place someone in need of quiet, or who has PTSD, in a multifamily environment, and such like. You can definitely just offer to return her deposit and move on. 

  • Erin ChurchPro Member
    Real Estate Agent · North Augusta, SC · Member since 2017 · 254 posts · 233 votes
    3y

    I had a situation where I rented an apartment to two roommates, and one roommate was suffering from mental illness (which was unknown to both). After about 5 or 6 months, the mentally healthy roommate helped the other find a facility to move into as he needed that level of care. Before that happened though, the healthy roommate had to move out because he was fearful of the roommate and his reactions. I felt bad for both of them, but was grateful that there was minimal damage to the property (few holes in walls). Letting them out of the lease was the right option for me and I'm grateful that I had the one roommate that helped the other find a place to live. 

    I share that to say, that I feel you're doing the right thing by offering the happiness clause to let them out. :) I hope they take you up on it and can find a SFR to live in.

  • Member since 2023 · 9 posts · 4 votes
    2y
    Quote from @Ned J.:

    Happy clause....

    You arent going to fix this..... the tenant has mental issues. You cant be the peacemaker for tenants. Unless the "other tenant" issue is blatant, easily documented/proven, then you cant really do anything. They either "get over it", fix it themselves or move out.

    You won't fix this....

    I agree with this. I had two eerily similar situations to this one, back to back and before that a severe alcoholic. Now it’s a creepy, pushy, OCD borderline hoarder that I’m dealing with. I should have given him his 30 day notice after 6 months ago. If their dysfunctional way of being is this apparent, this soon it will get worse. It sucks. 
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