How to deal with questionable and demanding tenants?

[Bruce L.]

Hi all,

We are having issue with our tenant and not sure how to deal with her. Late last week, she contacted us and stating that the upstairs toilet is leaking, through the floor and the bottom floor ceiling. 

On Monday, we brought our contractor with us and went to check it out. What happened is the parts in the tank was either broken, stopped working or wore out and it would get stuck. So when they flush and let go quickly, it may get stuck and water would keep on filling the bowl and eventually overflow.

We had our contractor replace the part and the issue was supposedly fixed. However, we did ask the question, even though water keep on coming from the tank, it shouldn't overflow the toilet bowl. Then I think she kind of hinted that the toilet was kind of clogged. 

On Tuesday, she contacted us again stating that because of the leak, the carpet upstairs has smell and it became bad. We went again after work and check it out with our contractor, and we all didn't smell anything, nor we feel wetness on the carpet; however, she disagreed.

Yesterday, she sent us email stating that carpet smell is getting worse and found two company to check and quoted how much to 'fix'. They said their equipment measured a lot of moisture under the carpet, in the floor and ceiling. the cheaper quote was 1700 to pull up the carpet, clean up the mold (if any). And the more expensive quote stating that all the carpet, floor, and ceiling needs to be replaced, I don't even want to know the price!

we had a lengthy conversation with our contractor tonight and discussed if the 'fix' is necessary. As far as we know, if the leak was only couple days, we can jsut let it dry and there shouldn't be any problem. Or, if the leak was happening for a LONG time, then it may get into the wood then we may have the problem. 

Long story short (sorry, it's getting too long), we feel that the tenant just wants something happen, something to be fixed, even the three of us didn't smell anything the other night, but she disagreed and probably think there's moisture and mold under the carpet.

So, if the tenant caused the clog, or not, how do we prove it?

If they caused the clog, which caused the flooding and damages to the carpet/floor/ceiling, how do we approach this and prove this?

when is it landlord's responsibility? and when is it tenants'?

if she wants something to be checked, or fixed, or replaced, what and when is it necessary, and when is it not?

sorry for the long story, I need advice 

thanks in advance