How would you landlords handle this?

[Diane Menke]

I have a funny tenant story. I need you guys to tell me how you would deal with it since its an example of the little expenses that can eat up your profits.

My tenants were complaining loudly and often that their house was cold. Heat was working but it "felt cold" on the 1st floor. This is a large 3 story house they are renting short term. They are responsible for all utilities. The gas company just sent them their first bill. Then I got the call about the rooms being cold.

OK then they tell the insurance company who is paying us about us having a cold house.

All this happens over the holidays when the office is on short hours. So they didn't get a return call from me until I heard about it from the insurance company. I confirmed that the heater was working it just felt cold. OK I will send my HVAC guy there to check it.

HVAC guy just called me to let me know they had the intake vents covered with plastic and the thermostat set at 60 on the 1st floor. This house has 1 zone which we would never install now but thats how we bought the house. So HVAC guy told her to take the plastic off and to set the temp higher or wear a sweater.

I told him be sure to bill me so I can prove the system has been OK'd. I want him to be paid for his time of course.

Do I pass this bill onto the tenant? This was a completely bogus (and annoying) complaint so I feel justified. But I know it would be bad for "customer relations".

How do you all deal with this sort of thing? I would love to set up policies for my tenants where they will help me take care of true problems like a leak, but not waste my time and money with this sort of silliness. Siliness I want THEM to pay for.

Thanks
Diane