How to handle angry tenant?

Question

Long story shorter: A few weeks ago I had the siding replaced on 2 sides of my rental house. The tenant knew I was going to have work done at some point but I didn't have a date until the contractor called back with an opening. On a Monday he advised they could start on Wednesday. The tenant was very angry saying she works from home and this was too much of a disturbance and she didn't have enough notice. Long back and forths with me and the contractor, I tried to get the dates postponed but he couldn't make it work. He spoke to her directly and most of the time the workers had quiet time during the hours of 10am-3pm so she could do her online meetings. She repeatedly yelled and complained to me and the workers about the noise.  The job took about a week instead of the 3-4 original days due to her interrupting them, yelling at workers to the point they left early twice, and some unsuspected wood damage they found. She also said she had to go to an after hours counseling session due to the stress it was causing her.

She was demanding some compensation, implying a large amount of money (think thousands) for the online work that was interrupted, but did not give a specific compensation. As a gesture of good will, I returned her deposit in full (shes moving out next month) without the final inspection. That way she can use it for her move. (I'm having interior work done after she moves anyway so the $1300 security deposit is fairly insignificant to me).

Now she's complaining that that money I returned is just gaslighting her because she would have gotten it back anyways...sent in a long ranting message with profanity. She has also said she will come back and tell my next tenants about how she was treated because her feelings weren't considered at all during the exterior work.

Am I wrong for not wanting to give her any more compensation and think shes being unreasonable?

Jill F. · Answer

HaHaHaHaHa. No. You should not have given back her deposit that was your best leverage.

It is not a landlords job to make sure that a tenant is never annoyed or disturbed by required maintenance-- it's the landlord's job to maintain the property. All you need to say is sorry you were disturbed; property maintenance is not always possible to complete without some noise. Don't worry about her coming back, if she does that, they'll know she's cra-cra.  Tell her you didnt get the magic unicorn dust to make maintenance noise free. Gaaaahhhhh

Steve K. · Answer

I would tell her that this is why I don't allow tenants to conduct business out of my properties. You should have a clause in your lease about this. Here's what mine says: USE OF PREMISES. The Premises shall be used and occupied by Resident(s) and immediate family only, consisting of the residents named above exclusively, as a private single family dwelling, and no part of the Premises shall be used at any time during the term of this Agreement by Resident(s) for the purpose of carrying on any business, profession, or trade of any kind, or for any purpose other than as a private single family dwelling. Resident(s) shall not allow any other person, other than immediate family to use or occupy the Premises without first obtaining Manager’s written consent to such use. Resident(s) shall comply with any and all laws, ordinances, rules and orders of any and all governmental or quasi-governmental authorities affecting the cleanliness, use, occupancy and preservation of the Premises.

Normally I don't care about tenants working from home these days, it's become so common of course and usually is not a problem, but in this case since she is asking for ridiculous compensation and causing issues, I would simply remind her she shouldn't be using the house as a business anyway, as per the lease and it's not your problem that the necessary maintenance you're doing is interrupting the business that she shouldn't be conducting from the home. I would definitely not have given her deposit back early. I'd never do that. I never give the deposit back until the tenant is completely out and I've been able to inspect.

Drew Sygit · Answer

@Bill Ward welcome to Tenant Management, where we're often dealing with other people's problems!

You've done nothing wrong.

Suggest you check your state & local laws about how much time you have to give tenant to access your property. Usually this same timeline applies work, both interior & exterior.

Do NOT get bullied by this tenant or they will sense your weakness and go for the "kill".

Bill Ward · Answer

@Steve K.

That’s great advice. This was my first and only rental. And this is my only issue I’ve ever had with the tenant. I honestly just didn’t want to deal with her anymore and the deposit is fairly insignificant (to me) compared to the cost I’m going to be doing anyways inside as I prepare to sell it next month.

I may In the future rent out my current home if I move; so I’m still happy for the advice.

Jonathan R McLaughlin · Answer

I assume your lease has legalese saying "yo! I have the right to do work on my property as necessary".

You gave her 48 hours, thats enough. You certainly didn't need to try and postpone the dates. More would have been nice but whatever thats fine. She is owed nothing and her complaints are unreasonable.

And its siding outside, arguably you don't have to say anything. Sheesh. She's crazy and figuring she will get as much as she can. Ignore the noise. If you feel like it tell her her multiple rants constitute harassing phone calls and any further complaints can be addressed to your lawyer.

Peter Mckernan · Answer

The best way to have handled it was to just give the heads up and state that you are just looking out for her best interest by helping her live in a better conditioned home. The security deposit as it being small as you mentioned is still something you should hold on to until people are fully out of the rental. That is to cover the small costs as much as possible!

Nathan Gesner · Answer

I don't get involved in emotional rants or demands. If she contacted me with complaints, I would simply respond that I have a legal obligation to maintain the home and to give her proper notice of the work being done. Sorry for the interruption, but we'll get it done as quickly as possible. She could do her work at the library, in another area of the house, at a friend's house, at Starbucks, etc.

If you are going to give the deposit back, you should still wait until she is out and the lease is terminated. You may get off easy with this tenant but other tenants may decide to do some damage on the way out the door.

Bill Ward · Answer

@Steve Ehrman The tenant had a different job at the beginning of the original 12 month lease (not working from home). The lease is now just month to month. In Virginia all I can find is reasonable notice given for maintenance which is usually 24 hours.

Steve Ehrman · Answer

@Bill Ward When You wrote the lease, did you know the tenant worked from home?  If so, there should have been a clause that says that repairs will be done with 24 hour notice.  In that way you just tell the tenant repairs are necessary and sorry but they are being done.

Theresa Harris · Answer

She knew what was happening and could have made alternate arrangements for her work.  If it was online meetings, she could have found another place to work in the house or go to a friend's house.

How to handle angry tenant?

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