When a fix is not enough

Question

Hello Bigger Pockets, I have a great tenant that has been in my rental for going on four years now. It is an out of state rental, but I recently fired my property manager and decided to manage it myself for the time being, because I was doing all the work anyways. As I said, my tenant is wonderful but I have a repair issue I need bigger pockets advice on. My tenant called me about the back sliding door not locking correctly and the screen door (the one that goes with the sliding door) not creating a tight enough seal to keep all bugs out. So I promptly sent a maintenance worker over there and he fixed the lock and purchased a screen door to replace. In a few days, I received another call about the lock not working again and the new screen door did not fit. So the maintenance worked went back again, put a new locking mechanism and handle on the door. The door is working properly for now, but the tenant really wants a new sliding door installed. I want to keep the tenant happy, but is that a CAPEX that is not necessary at this point? I'm torn because I want to keep the tenant happy, but the door is without a doubt in working condition right now. What should I do? Thank you Jaren

Josh C. · Answer

Over the past four years how much maintenance have you spent there? If the answer is very little then I'd replace. Good tenants are worth more (and cheaper than a turn over) than the $750 or so you could get it done for. If you are worried they may leave ask them to sign a 2 year extension and you'll put in the door. That's what I'd personally do and what I'd recommend to my pm clients. Good luck

Thomas S. · Answer

Past maintenance costs and requests by tenants have nothing to do with replacing items. If the door is working properly regardless of warranty it does not need replacing because the tenant wants it replaced. Replacement is based on condition and function. Replacement of such items as flooring is often based on aesthetics. Doors, windows, roof, walls you repair and maintain to the point of replacement being necessary due to the fact that they no longer do the job they are intended to do. Your tenant is out of line to expect you to replace a door that is repairable or functioning. That is a homeowners call not a tenant. This being a rental property you replace when it no longer be made to function properly. Or ask him to pay the cost to replace if he wants a new door.

John Santero · Answer

Its tough to do a long distance PM and these are the "face to face" issues that come up that boots on the ground can handle more effectively.I would suggest that you tell your tenant that because you are not able to see the problem, and that your maintenance person 'Said" it was working correctly- if they would mind if you send another person to review their concerns and see if the repair was done correctly.Sometimes the maintenance person wants to stand behind their work to the point that you may get slighted info. A third party person will confirm if the door is OK or that other work or placement is necessary. That will only cost you a few bucks- make the tenant feel you care and possibly get another maintenance guy as a fall back if you need them. good luck

Nicole A. · Answer

Did the tenant wait until the door was fixed the two times before requesting this new door? It would have been better received if requested before you put money into the repairs of the door.If the door now works, locks, and keeps out bugs, why do they still want it replaced? Do they say it's because it's hard for them to open or something? If that's it, perhaps just the tracks need a good cleaning so it slides with ease.

Paul Timmins · Answer

@John SanteroMy BP PM does not work EMAIL me to connectPaul

Jaren Woeppel · Answer

Nicole W. Thank you for your help. I kind of had a feeling the tenant wanted the door replaced, even though it really only needed a fix, or so I thought. The maintenance man said he fixed it but they were really looking for reasons it wasn't perfect, again going back to just the fact they want it replaced. I spoke with the tenant and we are working on finding a replacement, in the mean time I wanted to reach out and see what other people's experiences were. I guess I tried to go the less expensive route and fix it, but the tenants are great and I want to keep them happy.

Jaren Woeppel · Answer

Josh Compton No, I made a few maintenance calls for the unit and we eventually said it was past the manufacturing warranty so it would be better off to just replace it instead of all the repairs we would be doing.

Josh C. · Answer

Jaren Woeppel That's what great about this site. Different opinions are always welcome. If your day to day Maintence has been low over four years, which is typical of long term tenants, I'd do it. Your are certainly not required either legally or morally to do it, and it's cheaper not to. I just want to keep tenants there and happy. I also don't raise rent on current tenants and my personal average stay for all my units is 4 years. Also, On a side note. You really replaced a working furnace and AC because the manufacturing company said so? I think not doing that would save you enough money to buy doors. :) Seriously though, I don't think it's slum lord of you not to since you've shown good effort in repairing it and I also try to keep my expenses as low as possible. Turn overs are what you can some what control and are very expensive.

Jaren Woeppel · Answer

Thanks Josh Compton The tenants actually just signed another one year lease, so I'm not too worried about them leaving. As far as maintenance, I recently installed a whole new HVAC system, but I installed it according to a maintenance schedule, so that's not really an issue. My main issue is finding a balance between getting the door repaired, as I did, and replacing the door new, as the tenant wants. I don't want to make it a habit to spend more money because the tenant wants new things, when a fix is perfectly fine. Just need to find the happy medium.