Where to draw the line--managing tenants

[Nick Ferrari]

I officially have a needy problem tenant and I would like all your advice on what you would do permanently.

I have a class A-B townhome in a good neighborhood in the suburbs of Philadelphia.  I just recently added a new tenant and at first everything was great but as time past issues started to occur...with everything.  This woman the day we did our move in move out checklist wasn't happy with anything the window sills weren't clean enough.  The Air conditioning wasn't turned on before she came in and it was too hot (tried saving electricity no one in home).  The toilet seat a few days later was somewhat wobbly.  The ceiling fan remote's button is hard to press in a bedroom that she doesn't use and she wants it wired to the wall.

Now i'm all for treating your tenant's well because if they treat you well the same often times is reciprocated, so naturally we paid to bring out an electrician and contractor to do some of these minor fixes and moving forward there shouldn't be much to complain about.  Although she cancelled it last minute and now I have to reschedule (topic for another time).

My question is how do you draw the line with your tenant with what you will repair and what you won't?  Do you fix only what is broken?  Do you throw them a bone and go above and beyond no matter what?  

Also bonus question I am considering adding an amendment for future leases stating any repairs after move in the first $100 the tenant is responsible for repairs; makes sense to me they are after all the ones living in the home and responsible for wear and tear and it should deter from ridiculous fixes like several of the one's I mentioned earlier.

[Nathan Gesner]

The property will be "broom swept to MY standard. If your standards are higher, you are welcome to clean it more. When you return it to me, I expect it to be returned in the same condition it was received."

The rest can probably be ignored because it's nit-picky but I suppose that depends on the quality of the home and the renter. 

One suggestion: politely talk to the tenant about their complaints. Tell her to get settled and create a list of maintenance issues. Once she's got it down, offer to send your handyman over for an hour to handle the "bigger" issues. If she still doesn't calm down, politely tell her she has unreasonable expectations and you would prefer she move somewhere else.

[Nathan Gesner]

The property will be "broom swept to MY standard. If your standards are higher, you are welcome to clean it more. When you return it to me, I expect it to be returned in the same condition it was received."

The rest can probably be ignored because it's nit-picky but I suppose that depends on the quality of the home and the renter. 

One suggestion: politely talk to the tenant about their complaints. Tell her to get settled and create a list of maintenance issues. Once she's got it down, offer to send your handyman over for an hour to handle the "bigger" issues. If she still doesn't calm down, politely tell her she has unreasonable expectations and you would prefer she move somewhere else.

[Nick Ferrari]

Why not while we're at it.  My tenant also demanded for a lot of changes right away and last minute the day before cancelled on both my electrician and my contractor.  When I asked her are you okay if I drive there and open the door for them to let them in she refused.  She was uncomfortable with people being in her home without her.  

You tell me am I being out of line thinking that's unreasonable?  I'm trying to fix unnecessary items for her in the first place.  I scheduled it weeks in advance.  I'm paying the bill for everything and then the day before she cancels.  

Would it be acceptable to charge her a cancellation fee?  I don't find it fair for my contractors to go home empty handed after two of them just lost a half days worth of work.

[Peter M.]

I have a trip charge of $50 in my lease for situations like that. If she wanted those changes she should have negotiated them before she signed the lease. I hope you took good before pictures because this could get messy. You are just going to have to say no. I know it is easier said than done but as long as it is not a safety hazard or against code, you don't have an obligation to fix it. 

[Bob B.]

@Nick Ferrari You need to go ahead and invoke the "happy clause". She's never going to be happy and will make you miserable.  Tell her you're sorry but your property doesn't meet her standards and she is free to move immediately and find an affordable 5 star property.  Let us know how it turns out.  Good luck.

[Scott Nidell]

I like what @Bob B. said. If it is a move out situation and the lease isn't up yet. What kind of repercussions does the tenant have? Is this a cash for keys situation?

[Jacob Villalobos]

Bye bye! 

Let her find somewhere else 

[Amy Beth]

@Peter M. I would give the tenant a few days notice (or more if the work is scheduled farther in advance) with a date and time that you expect a plumber, electrician, etc to be there to make a repair. I would let the tenant know that you will be there to meet the repair person and give him or her the opportunity to be there if they wish. Then go to the property on the agreed upon time. If they are not available I would just let them know that this is the time that the repair person is available and that it can‘t be changed. The tenant will either make arrangements to be home or not. But I would go there yourself to make sure that the worker can access the property and keep an eye on him or her while they are there. As long as you give notice you have a right to access the property.

[Dennis M.]

Do the happy clause get rid of this idiot . Life is too short to deal with nit pickers calling over stupid crap every day