Nightmare demanding tenants- advice

[Ronnie Mossotti]

Any advice would help:

I have a property that had a sump pump break and water come into the finished basement of a SFH. The tenants emailed and called a couple days after the rain storm. I dispatched my handyman to assess the situation and he arrived within 1 hour of first report. He said the carpet was soaked and appears the sump pump

burnt up. I then called a water extraction company and they arrived within 4 hours to extract all the water, set industrial floor dryers and a dehumidifier. I emailed and informed the tenants that the dryers would need to work for 12 hours (per the carpet company) and then someone would check to see if the carpet would be dry in time to be saved. Each of the vendors who had gone there expressed to me how rude the tenants were stating things like “He has another thing coming, he will replace this carpet ASAP or else, we are going to sue him for his negligence etc”. The next day one of the tenants emailed and was very nasty saying that “there was a flood in their house and how quickly will it be fixed, how much am I pro rating rent and they expect to be reimbursed for using their electricity to run my machines”. I responded with a very nice email saying that we are working as fast as we can and at the mercy of some of our vendors, and unfortunately stuff happens, but we need to have realistic expectations. Needless to say I got roughly 10 emails during the night threatening lawsuits, calling the media, calling me a slumlord etc. I called a mold remediation company to set up a testing. My question is have I done everything I can and how do I deal with such unreasonable people?