How do you handle tenant caused damages in a rental during lease?

[Natalie Kolodij]

Hey everyone, 

I'm just curious how you handle these scenarios in your properties? 

I have a friend who moved into a high end apartment complex- she had a no-damage sticky hook on the wall (3M) , however when removed it did stick, and pulled both she paint and some of the drywall paper. 

She contacted the office to have it repaired, and said she would pay for the repair. 

The apartments keep denying the request saying they repair tenant caused damages. 

She doesn't want to have a big ugly spot on her wall for a year. 

So I guess my question is...

If a tenant contacts you with accidental damage they caused- what's your procedure?