It's not unusual for large companies to reveal very little over the phone and not let you talk to the supervisors.

So I'm guessing that is unusual, since the next 5 people to see it did no follow up.

***(This may seem unusually harsh or strict.

Call your own attorney to get this matter quashed and show you won't just bend over and take it.Second, get your attorney, or possibly a new one, to amend your lease to include necessary hold harmless language as well as necessary wording about limitations on suing you, tenant agrees to reimburse you legal expenses etc.  

The BP community here is full of great, unusually helpful people, and I believe that every response posted so far was offered in an honest attempt to provide assistance.

If your criteria is not rock solid, and you bend the rules for one person, then how do you justify not bending the rules for someone else? 

Not only does she have an unusual name, but her co-conspirator has the same last name as her children.  

@Jake Kozul That's not unusual at all actually.

This takes away their "power" and lets them know that you aren't going to bend to their will. 

I did end up collecting it all from her, but she'd keep asking for me to bend the rules for her, and I'd keep saying no.