Tenant keeps complaining

[Kar Sun]

My AC has gone on and off for the past week.

We are checking on it daily and additional fixes are required.

It will probably take additional couple of days to fix it as it has been trial and error.

We are keeping the tenant in a loop but she has gone crazy.

She has actually been a huge complainer and her demands id that everything is fixed right away.

She has mistaken us for hotel service staff because she thinks she is at Ritz Carlton and we are her bus boys. 

She has demanded that we bring on a licensed and bonded specialist and that the property is uninhabitable (it is 77F-82F) inside.

She also stated that when we rented to her we told her that everything was working well.

Well, everything was working well and we have a walkthrough checklist.

Again, I am not in a business to spend thousands on the new AC unit or pay someone 1500 to come and look at it.

This is fixable and take time.

We also took a portable AC unit to her. 

Basically her lease runs out end on October of this year.

I want her out as she has been extremally mean and nasty.

I already told her (verbally) that her lease wont be renewed.

Do I need to sent her the official letter for early lease termination?

My contract does not have early lease termination clause in it and I am in Tennessee.

My preference would be to give her until end of August and start showing the property right away.

Otherwise I have to wait until September to start showing the property.

Thanks

[Theresa Harris]

Try to take the emotions out of it (even if she is a pain in the butt).  Can you buy a portable unit for her to use until the main one is fixed?  I have no idea what the outside temperatures are (ie it is really hot out or cooler) and is she doing things to help keep the house cool?  Eg before the sun comes up (or when she goes to bed), closing all curtains or blinds in the east and south facing windows (and later on the west facing ones) to keep the sun out; opening windows once it has cooled down at night and early in the morning (eg before 8 am)?  Our temps are close to 100F this week where I am in Canada (yes I had to convert from Celsius) and even without AC my house stays a lot cooler doing those few things.  Yes by 7 pm it gets a bit too warm, but then we sit outside in the shade where it is cool and start opening everything up around 8 pm.

[Kar Sun]

Quote from @Theresa Harris:

Try to take the emotions out of it (even if she is a pain in the butt).  Can you buy a portable unit for her to use until the main one is fixed?  I have no idea what the outside temperatures are (ie it is really hot out or cooler) and is she doing things to help keep the house cool?  Eg before the sun comes up (or when she goes to bed), closing all curtains or blinds in the east and south facing windows (and later on the west facing ones) to keep the sun out; opening windows once it has cooled down at night and early in the morning (eg before 8 am)?  Our temps are close to 100F this week where I am in Canada (yes I had to convert from Celsius) and even without AC my house stays a lot cooler doing those few things.  Yes by 7 pm it gets a bit too warm, but then we sit outside in the shade where it is cool and start opening everything up around 8 pm.

 it is between 77F-82F inside. In my state AC is not required for accommodations. Only heat. The property is in shaded area so it is really not super hot inside. I really do not want her because of her attitude. My repairman actually does not want to go inside because she is obnoxious. I definitely want her out. She was told multiple times to behave respectfully. She wants to be emotional and she wants to be dramatic. I do not \h ave time for that. She also started threatening legal action which is a total BS. 

[Kar Sun]

[Theresa Harris]

Quote from @Kar Sun:

Quote from @Theresa Harris:

Try to take the emotions out of it (even if she is a pain in the butt).  Can you buy a portable unit for her to use until the main one is fixed?  I have no idea what the outside temperatures are (ie it is really hot out or cooler) and is she doing things to help keep the house cool?  Eg before the sun comes up (or when she goes to bed), closing all curtains or blinds in the east and south facing windows (and later on the west facing ones) to keep the sun out; opening windows once it has cooled down at night and early in the morning (eg before 8 am)?  Our temps are close to 100F this week where I am in Canada (yes I had to convert from Celsius) and even without AC my house stays a lot cooler doing those few things.  Yes by 7 pm it gets a bit too warm, but then we sit outside in the shade where it is cool and start opening everything up around 8 pm.

 it is between 77F-82F inside. In my state AC is not required for accommodations. Only heat. The property is in shaded area so it is really not super hot inside. I really do not want her because of her attitude. My repairman actually does not want to go inside because she is obnoxious. I definitely want her out. She was told multiple times to behave respectfully. She wants to be emotional and she wants to be dramatic. I do not \h ave time for that. She also started threatening legal action which is a total BS. 

 Tell her that you are having problems getting the repairman there because of her behaviour and that you will be there when they are there. If she starts acting up, tell her to leave the room and if not, tell her you are going to start recording the audio on your cell phone.

Is she on a lease or month to month?  If the latter, give her notice, if the former-hopefully your lease has a clause about allowing people in to repair things (with notice) and that they (tenant and repair person) need to be respectful.

[Kar Sun]

Quote from @Theresa Harris:

Quote from @Kar Sun:

Quote from @Theresa Harris:

Try to take the emotions out of it (even if she is a pain in the butt).  Can you buy a portable unit for her to use until the main one is fixed?  I have no idea what the outside temperatures are (ie it is really hot out or cooler) and is she doing things to help keep the house cool?  Eg before the sun comes up (or when she goes to bed), closing all curtains or blinds in the east and south facing windows (and later on the west facing ones) to keep the sun out; opening windows once it has cooled down at night and early in the morning (eg before 8 am)?  Our temps are close to 100F this week where I am in Canada (yes I had to convert from Celsius) and even without AC my house stays a lot cooler doing those few things.  Yes by 7 pm it gets a bit too warm, but then we sit outside in the shade where it is cool and start opening everything up around 8 pm.

 it is between 77F-82F inside. In my state AC is not required for accommodations. Only heat. The property is in shaded area so it is really not super hot inside. I really do not want her because of her attitude. My repairman actually does not want to go inside because she is obnoxious. I definitely want her out. She was told multiple times to behave respectfully. She wants to be emotional and she wants to be dramatic. I do not \h ave time for that. She also started threatening legal action which is a total BS. 

 Tell her that you are having problems getting the repairman there because of her behaviour and that you will be there when they are there. If she starts acting up, tell her to leave the room and if not, tell her you are going to start recording the audio on your cell phone.

Is she on a lease or month to month?  If the latter, give her notice, if the former-hopefully your lease has a clause about allowing people in to repair things (with notice) and that they (tenant and repair person) need to be respectful.

 she has been continuously told this but she does not stop. her attitude is the problem. I want her out. this is why I am asking what I need to do. Yes, my lease has everything but the early termination clause. She thinks she is at Ritz Carlton and that everything need to be repaired instantaneously. She even says that "this is your 3rd visit and it has not been fixed". I can take as long as I need to to fix the issue, especially if it breaks after being fixed. My repairman does not need to be mistreated by this high demanding lady. 

[Kim Meredith Hampton]

Kar 
Im going to try and play devils advocate here; she definitely needs to adjust her attitude as there is no need to treat people that way no matter the circumstance.

I just heard and checked the temperatures in Tennessee and most places this summer, and it’s hot there! in the 90s!! You may be ok with 77-82 degrees inside your home, but I have my air at 74 when i’m home. Everyone should be able to enjoy their home. Just because you don’t have the money to repair, does not mean that a tenant needs to endure someone coming out three four times to repair something that seems it’s unrepairable and problem needs to be replaced. 

I own a pm company and always give best effort to repair something, but after three or four times, it’s time to replace. Work out a payment plan, put it in on a credit card, but get the thing replaced! 

You are retaliating about wanting to kick her out, and in some places that would be illegal. I would be very cautious about how you handle this, you may be in for more than just replacing the AC

[Adam Bartomeo]

It sounds like you are new to this and should hire a PM. As the owner, you have made several mistakes that added fuel to the fire...

1. Never, never, never tell a tenant that you are not renewing until you absolutely have to. They will be a problem from that point on.

2. Never want a tenant to leave. Meaning, leave the emotion out of it. Once you get emotional it will cause relationship problems.

3. Solve maintenance concerns and you will have happy tenants. You seem to have an air of entitlement with addressing maintenance concerns. You should fix maintenance concerns as fast as humanly possible.

4. The list goes on and on...

[Kim Meredith Hampton]

https://apple.news/Ato5hWMeBRlCND30G8-h_Yg

Heat kills at least 28 people this week

[Tim Baldwin]

This really is an issue that I'd recommend you also speak to a landlord attorney in your state. There may not be a statutory provision that requires you to have the AC cooling at a reasonable temperature in your state, but courts may have ruled on this. You need to you know liability risks. 

As for the practical concerns, in the dead of Summer, you have to be extra cautious about treating AC maintenance properly, because it can be dangerous inside a home that is not cooling properly, not to mention create conditions for mold growth. Whether a home is habitable or not will be a factual issue decided by a judge or jury if litigation ensues. As others have said in this thread, bringing in portable AC units will help until you can get the AC fixed, but use due diligence to address the problem. 

[Chris Seveney]

Quote from @Kar Sun:

My AC has gone on and off for the past week.

We are checking on it daily and additional fixes are required.

It will probably take additional couple of days to fix it as it has been trial and error.

We are keeping the tenant in a loop but she has gone crazy.

She has actually been a huge complainer and her demands id that everything is fixed right away.

She has mistaken us for hotel service staff because she thinks she is at Ritz Carlton and we are her bus boys. 

She has demanded that we bring on a licensed and bonded specialist and that the property is uninhabitable (it is 77F-82F) inside.

She also stated that when we rented to her we told her that everything was working well.

Well, everything was working well and we have a walkthrough checklist.

Again, I am not in a business to spend thousands on the new AC unit or pay someone 1500 to come and look at it.

This is fixable and take time.

We also took a portable AC unit to her. 

Basically her lease runs out end on October of this year.

I want her out as she has been extremally mean and nasty.

I already told her (verbally) that her lease wont be renewed.

Do I need to sent her the official letter for early lease termination?

My contract does not have early lease termination clause in it and I am in Tennessee.

My preference would be to give her until end of August and start showing the property right away.

Otherwise I have to wait until September to start showing the property.

Thanks

 I am curious, are you using a licensed HVAC person for this repair? The comment of its trial and error is what I question. HVAC repairs today are typically pretty easy to diagnose. 

How old is the HVAC system? 

[Joe S.]

Would you be a complainer if your AC didn’t work in your personal residence?

if this is the only thing she’s been complaining about maybe you need to have a second look at whether or not you want it take a different tenant.

[Nathan Gesner]

1. A professional won't go back and forth to try repairs. They'll diagnose and repair quickly. It sounds as if you are trying to do this yourself to save money, which is why your tenant is upset. I don't know how you are saving money when you account for your travel and time on multiple days, plus the stress caused by your upset tenant.

2. If she is habitually complaining, offer to let her out of the lease early with no penalty. I typically offer to let them go with a one-week notice any time in the next 30 days. If they don't accept the offer in writing, it's off the table and they fulfill their lease.

3. If she stays, I would definitely give her notice in writing that you won't renew her lease. This also makes it harder for you to develop a sudden soft spot and let her talk you into extending.

[Dan Thomas]

@Kar Sun

A few thoughts....

1. Is ac mentioned in her lease as an amenity? If yes. Pay to get it fixed today. Doesn't matter what it costs it is YOUR RESPONSIBILITY. If no, I think bringing a portable unit over is going above and beyond.

2. Heat is a stressor. As previously mentioned 82 degrees is hot. I keep my AC set at 68....when my wife bumps it to above 70 I get grouchy. There is no excuse for treating people poorly but being alittle sympathetic to her situation could go a long way.

[Colleen F.]

@Kar Sun If you have given her a portable AC you have done all you can for the interim until it is fixed.  If the HVAC guy is waiting for parts kill her with kindness.  If you don't have a qualified HVAC guy or he can't find the issue you should get another one in.  There is no way to get her out early if she doesn't want to go.  Be clear she can be leave early without penalty as she is obviously unhappy but prepared that she doesn't want to.  

If you go to the repair just pull her away from the repair and talk to her, keep her away from the HVAC guys. 

[Patti Robertson]

Are you trying to troubleshoot this and fix it yourself?  I agree with your tenant that the repair should be diagnosed by a licensed HVAC professional.

[Don Konipol]

Just wondering if the OP is trying to save money by having the ac fixed by a “handyman” rather than a licensed repairman?  Also have to wonder is\f the OP has been advised that the unit is so old and in such shape as to be unrepairable and needs to be replaced, and is sending in a line of repair persons until she finds one who is willing to try to repair it; but it hasn’t worked? 
Lots of people have been sold on SFR as investments and are SHOCKED when the reality of repairs, depreciation, tenants, and negative cash flow rear their ugly heads. I've seen landlords successfully sued for large amounts due to refusing to remove dead trees resulting in injury; not complying with swimming pool enclosure laws; having window frames in such bad condition that window ac units fell out; refusing to disclose existence of toxic mold; not eradicating lead paint; and many more. If you don't have the right temperament and sufficient cash reserves, you should consider selling the property and investing proceeds in passive type investments.

[Dawn P.]

"I am not in a business to spend thousands on the new AC unit or pay someone 1500 to come and look at it."

Well, you kind of are in that business. I don't know what's wrong with the unit - parts, old age - but get it fixed or get a new one. I'd be irritated too if someone kept coming back to my house daily to tinker with the ac. 

Threatening with non-renewal because of this could be seen as retaliatory - I wouldn't go there. If you still want her out, just send a notice around the end of August or so. After everything is fixed.

[Calvin Thomas]

First off, you politely say to the tenant, I treat everyone with respect and, and I expect the same from the people I am talking to. Next, if the AC is broken, no problem. You just install window units until the central AC is fixed.

Done and done. No need to get into a pissing match with her. Also, Adam is right, never threaten or tell a tenant you will not be renewing the lease. It may be your house, but it's their home. Should, at that time, you opt not to renew, then serve the proper papers and get on with life.

[David Dachtera]

I agree with Dawn P.: you ARE "in a business to spend thousands on the new AC unit". It's called a Capital Expense (CapEx). It comes with the territory like a water leak, roof damage, etc..

My $0.02 ...

[Bob Stevens]

Quote from @Kar Sun:

My AC has gone on and off for the past week.

We are checking on it daily and additional fixes are required.

It will probably take additional couple of days to fix it as it has been trial and error.

We are keeping the tenant in a loop but she has gone crazy.

She has actually been a huge complainer and her demands id that everything is fixed right away.

She has mistaken us for hotel service staff because she thinks she is at Ritz Carlton and we are her bus boys. 

She has demanded that we bring on a licensed and bonded specialist and that the property is uninhabitable (it is 77F-82F) inside.

She also stated that when we rented to her we told her that everything was working well.

Well, everything was working well and we have a walkthrough checklist.

Again, I am not in a business to spend thousands on the new AC unit or pay someone 1500 to come and look at it.

This is fixable and take time.

We also took a portable AC unit to her. 

Basically her lease runs out end on October of this year.

I want her out as she has been extremally mean and nasty.

I already told her (verbally) that her lease wont be renewed.

Do I need to sent her the official letter for early lease termination?

My contract does not have early lease termination clause in it and I am in Tennessee.

My preference would be to give her until end of August and start showing the property right away.

Otherwise I have to wait until September to start showing the property.

Thanks

 Do not renew, and or tell her get out. They need you not the other way around. BTW yes you ARE in the biz to spend and make improvements. You should have installed a new one when you purchased the property. YOU and only YOU should have known the unit was " on its way out" So all this stress and aggravation is on you. Lesson learned. As I post 100x a week, Buy right, RENO right, rent/ sell right 

All the best 

[Mike Dymski]

It does not take 1-2 weeks to fix an AC unit.  I would be very upset as well...we all would.  This is a bad situation all around.

[Craig Janet]

Quote from @Mike Dymski:

It does not take 1-2 weeks to fix an AC unit.  I would be very upset as well...we all would.  This is a bad situation all around.

 I'm an HVAC contractor and I just had to order a simple $100 control board and it took two weeks to arrive. Sometimes multiple problems can happen at once and you can't fix one problem until another is fixed. If it were one of my tenants I would put in enough window units to keep the house comfortable. Every landlord especially in the south should have a couple of window units on stand by.

[Bob Stevens]

Quote from @Mike Dymski:

It does not take 1-2 weeks to fix an AC unit.  I would be very upset as well...we all would.  This is a bad situation all around.

 Seems the landlord should hire a PM co. This is an easy fix or replace it. 

[Matthew Paul]

Quote from @Craig Janet:

Quote from @Mike Dymski:

It does not take 1-2 weeks to fix an AC unit.  I would be very upset as well...we all would.  This is a bad situation all around.

 I'm an HVAC contractor and I just had to order a simple $100 control board and it took two weeks to arrive. Sometimes multiple problems can happen at once and you can't fix one problem until another is fixed. If it were one of my tenants I would put in enough window units to keep the house comfortable. Every landlord especially in the south should have a couple of window units on stand by.

 I have to agree , my own unit went out last July , it was hot . My unit needed a part that took 3 weeks to show up . It wasnt anybodys fault , I grabbed my back up window units , put them in and it was fixed 3 weeks or so later . Same with a rental , tenants have to wait till its either fixed or replaced . Service companies dont care if its a rental or not . 

And if the tenant mouths off to the service guy , they dont have to take it , and dont be suprised if it takes longer and cost more because of their attitude .  

I have fired customers because of their attitude , there is no law or regulation saying you Have to work for someone .

[James Hamling]

Quote from @Kar Sun:

My AC has gone on and off for the past week.

We are checking on it daily and additional fixes are required.

It will probably take additional couple of days to fix it as it has been trial and error.

We are keeping the tenant in a loop but she has gone crazy.

She has actually been a huge complainer and her demands id that everything is fixed right away.

She has mistaken us for hotel service staff because she thinks she is at Ritz Carlton and we are her bus boys. 

She has demanded that we bring on a licensed and bonded specialist and that the property is uninhabitable (it is 77F-82F) inside.

She also stated that when we rented to her we told her that everything was working well.

Well, everything was working well and we have a walkthrough checklist.

Again, I am not in a business to spend thousands on the new AC unit or pay someone 1500 to come and look at it.

This is fixable and take time.

We also took a portable AC unit to her. 

Basically her lease runs out end on October of this year.

I want her out as she has been extremally mean and nasty.

I already told her (verbally) that her lease wont be renewed.

Do I need to sent her the official letter for early lease termination?

My contract does not have early lease termination clause in it and I am in Tennessee.

My preference would be to give her until end of August and start showing the property right away.

Otherwise I have to wait until September to start showing the property.

Thanks

My AC has gone on and off for the past week.  ....it has been trial and error.

Why? A/C is an exact item, I have never not once had an HVAC tech say "well, let's try this and see what happen, then maybe this and see, then that n see". 

....demands id that everything is fixed right away.

Uh-huh. And exactly what were you expecting? Tenant to say prefer it fixed in 2 months? Of course they want it done right away, EVERYONE want's it done right away. 

She has mistaken us for hotel service staff because she thinks she is at Ritz Carlton and we are her bus boys.

That's just a d-bag way to consider things, it is, no way around that simple fact, your declaring your total disregard for anything except a singular focus to serve YOU. And sorry to say but the world doesn't care nearly as much about serving you as I suspect you think it does.    

She has demanded that we bring on a licensed and bonded specialist....

Uh-huh, soooo tenant's asking to to operate like a normal professional would.... And your point is? 

....I am not in a business to spend thousands on the new AC unit or pay someone 1500 to come and look at it.

Wow.... just "wow". That declaration speaks VOLUMES.     You a restaurant saying how dare a customer expect there food WITHOUT hair in it, a mechanic saying how dare the customer expect the auto to be fixed when it leaves, a pilot saying how dare the passengers expect you to "fly sober"....  

We also took a portable AC unit to her.

As you SHOULD have; 0-brownie pts earned. 

I want her out as she has been extremally mean and nasty.

So this is like a "NO SOUP FOR YOU" kinda thing???? 

I already told her (verbally) that her lease wont be renewed.

Oh, I see, it IS a "NO SOUP FOR YOU" kinda thing.... 

My preference.... 

Yeah at this point I don't think most really care what your preference is as you've lambasted your tenant for wanting to RECEIVE what she paid for, that this was "supposed" to be an ATM for ya and God forbid ya gotta, ya know, do something on your side. 

So here is my honest BEST advice in this: SELL! Sell NOW! Get OUT of landlording, it's clearly NOT for you. You've defined the polar opposite of what it is to be a professional, proficient or even half-azz landlord. On multiple levels.     

Get into some other facet; money lending, storage units, flips whatever but you my friend are NOT cut-out to be a landlord. This whole situation on scale of 1-10 on landlording pain/complexity scale is a 2.5..... And your making it a 15.     Just imagine how your head will explode over a level 7 event? 

Just because anyone can landlord doesn't mean everyone should. Own that and get to finding what is "your jam" and everything will greatly improve. Deny it and, well, prepare for a rather miserable existence of stress, anger, frustration repeating.