High maintenance tenants

[Winn Vu]

The tenant called me because the garbage disposal did not work and a light did not turn on. Before I came to fix it, I told her unless normal wear and tear, she is responsible if she caused the problem and she is also responsible for replacing bad light bulbs. It turned out the disposal stopped functioning because it had some rocks inside and the light just needed a new bulb. Since it’s a minor repair, I fixed it anyway but gave her a warning by text message that I will charge her for my services if she calls me on these issues in the future. She replied that I was rude to her and that she always paid rent and kept the place in great condition. I have a lease and I just follow it but I don’t know how to respond well. How should we handle high demanding tenants by not making them mad? I appreciate your input.

[Jill F.]

how long has she lived there? Are you sure she was responsible for rocks? did you test the disposal before she moved in? I found rocks in a disposal once after some tenants with a fish tank moved out. I'd want to be sure she was responsible and if so i would not be too worried about making her mad.

What does your lease say about maintenance? My lease is very clear that garbage disposals  are not warrantied by landlord and that lightbulbs are the responsibility of tenant; i would send her a copy of the lease with the pertinent sections highlighted.