How to respond to unnecessary repair requests.

Question

I just had a new set of tenants move into my rental. Their initial move-in form noted a few conditions that they asked to have repaired. Although I was able to fix most of the issues, there were one or two that I couldn't fix or didn't feel needed fixing.

I have 2 questions. First, are these issues I need to take care of? Second, how do I respond to a tenant insistent on getting these repairs?

There was a set of blinds with one of the blinds missing a section towards the very end. I told them I wasn't replacing it and that I would take into account the initial condition when they move out.

One of the three showers doesn't fully switch from tub mode to shower mode. I tested it and the water pressure and is pretty good and there is nothing wrong with the temperature control. I'm not sure how to fix it short of replacing part of the shower and redoing the bathroom. I'm don't really want to make the fix unless I really have to.

One of the light bulbs in the garage door motor isn't working. There are 3 other bulbs in the area and the area is still well lit.

There's a crack in the microwave door, and the tenant is worried about radiation leaking out. I've tried to tell them that a piece of plastic isn't going to affect anything and that I'll have a repair technician out there next week to look at it. I'm still getting nasty emails.

What would y'all do?

Lora P. · Answer

I guess I'm a bit different than the rest. Are these safety or habitability issues? No (maybe the microwave--I don't know). Are they required repairs? No.

However, I want broken things to be fixed and for things to work the way they are supposed to work. I want to provide a well maintained unit. I don't think these particular requests are unreasonable, and I would take care of them. Blinds are cheap. I would replace them. I've had that issue with a tub before, and that part can be replaced without redoing the bathroom. I'd replace the microwave.

I would also address the light bulb issue, although I might say that one would take me a bit longer to get to since there are other working lights.

I realize and respect that others have different approaches.

Ned J. · Answer

To each his own I guess....if you want to fix every little cosmetic issue a brand new tenant wants to bring up, then have at it....don't say I didn't warn you.......

If you want to "jump" every time a tenant tries to intimidate and bully you with nasty emails, then have at it....good luck with that....

My job isn't about making every tenant happy about every aspect of the unit...... there is good customer service and having happy tenants and there is being railroaded into the tenant being fully in charge...

If you want perfect units, then make them perfect before a tenant moves in....not after they tell you to fix everything because they don't like it .....

Ned J. · Answer

NONE of these are safety or habitability concerns...NONE of them jeopardize the integrity of your investment.....

ALL of them were present when they signed the lease..... the unit is "as is"....

They are welcome to swap out the blinds at their cost..... and change the light bulb....really? A light bulb?

I will fix some cosmetic issues if I feel that in the long run they will add to the value of my unit..... but that's it.

Microwave..... probably gonna need to replace it pretty soon anyway.....so at best I would swap that..... it does add to the long term value of the unit.....

I would tell them the unit is "as is", and I will gladly release them from the lease with no penalty....... otherwise unless its a safety, habitability issue or the issue will in the long run deteriorate my property, then NOPE....... especially not for a brand new tenant. My job isn't to make this their perfect dream house....if you start fixing every little item THEY see as a defect, the snowball will start rolling.....yes, these items appears small and easy....but it sets a precedent of fixing every small and petty item every time it comes up

If you are getting "nasty emails", I would be even less willing to accommodate them...... and take the " I will gladly release you from the lease with no penalty in the next 30 days"..... otherwise STFU......

Tim Emery · Answer

@Anant Lal

Happy tenants will take care of your property better.

The water issue should be fixed. It's costing money and eventually could cause some damage. Get a new microwave it's an easy fix. The blinds might be a stretch but it's easy to go to home depot and get a new blind. I would also get someone to look at the garage door opener and figure out what is going on.

The key to have a good rental property is keep clients (Tenants) happy. Yes, it costs a little bit up front but may save you thousands down the line.

JD Martin · Answer

I don't fix every cosmetic issue but I do fix all functional issues. In my opinion, everything complained about should have been fixed before they moved in without anyone having to tell you about it. The broken blind should have been charged against the previous tenant, if they broke it, or possibly you are running low class housing and it's been broken for several tenants. Same with the other issues. I wouldn't have had to have the tenant complain because those are all functional issues. Blinds are there to block out the window. If part of it is missing, it's not performing well. And if it's one of the $5 blinds we use from Lowe's, and you couldn't be bothered changing it between tenants, there's not much left to say about that.

Cosmetic complaints: I don't like this paint color; I want a fridge with an ice maker; I don't like this color flooring; I want a touchless sink faucet. Water not coming out of the faucet properly is not cosmetic.

Theresa Harris · Answer

If the unit in the garage is only one year old, is it still under warranty?  If so, get it replaced.

Tell them you are addressing the issues (shower, garage and microwave-if you chose to) and you will let them know when the technicians are coming.  Then stop replying to their emails.

If the emails are nasty, tell them you do not appreciate the tone.

Kelly McCandless · Answer

@Anant Lal

I’d personally fix everything but the blinds. These were all things that apartments would fix in 48 hours. It might not be 100% necessary, but if you want to keep good tenants, basic maintenance is just something you do.

Also the screen with dots on the microwave is for blocking the waves. If it’s broken then waves are potentially getting out. It won’t kill anyone overnight but you don’t want to be sued in 20 years because a tenant happens to get cancer.

Sam Horton · Answer

The blinds seem like a stretch for me. Your initial response seems fine my only additional thought would be allowing them to purchase and install/install their own blinds, reimburse off rent if you're willing. Then they leave the blinds when they move out (in theory).

I personally would have a plumber look at the shower issue, and likely address it. That being said, if the other two showers have tubs and everyone in the household has the ability to access the other "tubs" then I don't see this as something you should be required to fix.

Lightbulb in the garage, I would just fix it.

Some of the home inspectors I work with in Massachusetts actually test microwaves for radiation now as part of their inspection. I think if there is any possibility of it create a health hazard (even a small one) I would address immediately.

Michael Lee · Answer

You don’t have repair every thing that your tenant ask you to unless it’s about security problem. I totally understand the feeling when being asked to repair appliances with little problem. But don’t be so tolerant or you will face more and more similar issues.

Dennis M. · Answer

I’d fix the blind they are 8.50$ at Walmart bro

I’d fix the shower leaking cuz that could mean a humongous water bill or a bad water leak / burst

The microwave I’d tell them the last tenant didn’t mind it !...until their skin turned glowing green and they grew out a third eyeball

How to respond to unnecessary repair requests.

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