Security Deposit - What would you do?

Question

Hi BP!

Here's the situation:  Tenant moved out and was adamant about receiving the full security deposit back.  I explained that I will enforce the lease and any damages, or uncleanliness above and beyond ordinary wear and tear will cost the Tenant.  I conducted final walk through, documented everything, and sent the security deposit refund package to Tenant.  Included was a letter that detailed everything itemized, with lease paragraphs to reference where they violated terms.  Also included were receipts, photos (date-stamped), and of course the check (less a few hundred dollars from violations/damages/etc).  Tenant must have received the package yesterday because Tenant is now calling me multiple times per day, but not leaving any voice-mail.  I find this strange??

My opinion:  Case closed, I upheld my obligations and did everything by the book.  There is nothing I can say or do that is any different than what I provided.  If they won't leave a voice-mail I see no reason to call back.

I am very ethical and want to continue to do things by the book so I am torn over the question, should I call back or go with my instinct?

What would you do?

Thanks,

Mike

Tyson Luthy · Answer

I help manage 1500+ rentals, and inevitably situations like this are going to come up from time to time.

There is an easy solution to this:

You should answer the phone, but don't discuss the dispute.

Simply say: "I want to address your concerns, but all disputes need to be handled in writing. Please send me an email to _____________".

A large percentage of renters will drop off at that point. But in the event that you do get an email, you can address each point in a similar manner as your original post - include photos, receipts, etc.

This way the dispute gets documented, and you don't have to avoid the phone (which does appear kind of shady).

Hope that helps!

Michael Germinario · Answer

Hi Adrian Smude,

Thanks for your feedback, and I do have an update for you.  We spoke on the phone last night and I was all prepared to go through each item in a professional manner but to my surprise it wasn't necessary.  The tenant simply wanted to say "thank you" for putting together an organized package and for an overall good experience.

I was shocked and very happy to hear this of course, so I wished them well in their future endeavors.  All that stress and anxiety for nothing.

Thanks again to everyone for their helpful feedback!

Mike

Account Closed · Answer

Answer the phone, repeat what you just wrote (which is perfect), and be done with it.

Ryan Dossey · Answer

Chances are they are not leaving a voice mail so they can dog you out when you pick up!

As long as you were upfront and honest sounds to me like you did it right and are in the clear. If they get "excited" when you get them on the phone let them know

"your attorney would be happy to see them in small claims court for any disputes."

Jonathan Wilks · Answer

I personally would answer the phone next time they call and simply walk them through the packet. I don't think it is necessary to do anything else beyond that.

Adrian Smude · Answer

@Michael GerminarioThats GREAT to hear!  I almost mentioned that might be the case but let the negative win.  I've had situations like that happen when we assume the worst because that's what we hear about happening but when you are a good landlord that does things by the books and treats your tenants with respect you get a call like that!  Congrats and Thank You for keeping keep the Landlord reputation at a high standard!

Adrian Smude · Answer

@Michael GerminarioI agree with everyone that said to answer it and nicely explain what you said, if they still want to complain tell them you need it in writing.  Would love an update on how it goes.  Good luck!

Mark Brogan · Answer

i agree with all other posts @Michael Germinariosounds like you did everything properly no more action needed on your part,unless they call back then answer the phone and get them to communicate by emailgood luck

Mark Scarola · Answer

Hey Mike,

Sounds like you did everything right and that you were quite thorough at that. Everything is right there in front of them documented with pictures, receipts, and references to the lease. What can they question? Odds are they just want to vent and complain.

I wouldn't avoid them, but I certainly wouldn't seek them out either if I were in your position. Hopefully they stop calling, but if you do answer don't let them get an emotional reaction from you. Stay professional and as others have already said if the tenant wants to dispute something, you can politely tell them to do so in writing.

Jeff Rabinowitz · Answer

Only answer the phone if it is convenient for you. I rarely answer my phone as I prefer e-mail. That documents the interaction. Your tenants should not dictate the way you run your business--your former tenants certainly should not. If they choose not to leave a message you have no reason to call back. What if you called and got their voicemail? What would your message be? "I see you called but I don't know what you want. Call again and leave a message." That is a waste of your time. They may continue to call if you don't answer but will eventually tire of the exercise or will decide to leave a message.

Security Deposit - What would you do?

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