She also called me 39 times today (starting at 8:03am to report the problem and ending at 9:32pm to complain she didn't like the idea of me replacing the fridge with a 6 month old used but very nice one). At this point I'm inclined to never replace the fridge and block her number!
I have a feeling this fridge is going to be the least of your problems. She sounds crazy.
Interesting replies. Rentals where I live do not have to have fridges, although the lease states the homes comes with one. The owner specifically requested that the electricity not be turned on before new tenants moved in to save himself the costs/hassles of deposits etc. Obviously it would be better to know everything was in working order, but I'm certainly not spending my own money to do it. I guess I was just shocked that someone would put food in a warm fridge. She also called me 39 times today (starting at 8:03am to report the problem and ending at 9:32pm to complain she didn't like the idea of me replacing the fridge with a 6 month old used but very nice one). At this point I'm inclined to never replace the fridge and block her number!
The fridge ended up being completely broken and I'm replacing it tomorrow. I'll offer to meet them half way on their spoiled food, especially since it'll be two days that they are without a working fridge.
Yeah no, I would be so PISSED if I was your tenant. They have been two days without a working fridge. So you rented them an apartment that by lease, was supposed to include the fridge, they buy food, but instead they have a broken fridge and are now out food. Meanwhile, they can't cook for two days because they don't have access to a fridge. I hope you are reimbursing them the cost of their meals out since they have no kitchen for two days.
Why are you punishing the tenants for your mistake?
And that is pretty shitty that the landlord turned off the electricity between tenants. I probably wouldn't have rented that place if I saw it and the electricity was off.
She also called me 39 times today (starting at 8:03am to report the problem and ending at 9:32pm to complain she didn't like the idea of me replacing the fridge with a 6 month old used but very nice one). At this point I'm inclined to never replace the fridge and block her number!
I have a feeling this fridge is going to be the least of your problems. She sounds crazy.
Yes she is. Unfortunately she appeared completely normal during the application process and then morphed into a crazy person the day she moved in.
Interesting replies. Rentals where I live do not have to have fridges, although the lease states the homes comes with one. The owner specifically requested that the electricity not be turned on before new tenants moved in to save himself the costs/hassles of deposits etc. Obviously it would be better to know everything was in working order, but I'm certainly not spending my own money to do it. I guess I was just shocked that someone would put food in a warm fridge. She also called me 39 times today (starting at 8:03am to report the problem and ending at 9:32pm to complain she didn't like the idea of me replacing the fridge with a 6 month old used but very nice one). At this point I'm inclined to never replace the fridge and block her number!
The fridge ended up being completely broken and I'm replacing it tomorrow. I'll offer to meet them half way on their spoiled food, especially since it'll be two days that they are without a working fridge.
Yeah no, I would be so PISSED if I was your tenant. They have been two days without a working fridge. So you rented them an apartment that by lease, was supposed to include the fridge, they buy food, but instead they have a broken fridge and are now out food. Meanwhile, they can't cook for two days because they don't have access to a fridge. I hope you are reimbursing them the cost of their meals out since they have no kitchen for two days.
Why are you punishing the tenants for your mistake?
And that is pretty shitty that the landlord turned off the electricity between tenants. I probably wouldn't have rented that place if I saw it and the electricity was off.
It is very common in our area that rentals don't have electricity when they are vacant. Utilities are in the tenants name and when they move out it gets shut off. New tenants turn the utilities back on. It would have cost me over $150 to get the power back on...I only make $113/monthly in management fees off the home. No way am I eating that cost.
Did it cost the new tenant $150 to turn the power back on?! No wonder they are pissed that the fridge doesn't work.
No, I am saying that would be my cost for connection fees, and the average use of the electricity in the vacant house for two months (base charge even if you don't use it). The tenants would have transferred their deposit, and only paid a $40 connection fee.
I don't see property management working out for you long-term.
Why? Because I follow my client's requests and refuse to lose my personal money over it? I'm not refusing to replace the fridge; I got a technician out the same day they reported an issue, it couldn't be fixed so I am replacing their fridge on Wed. I don't see where I could have done anything differently. Except use my own money turning on the power to inspect the home, which I won't do.
I would reimburse for at least half. I don't think it's out of line to ask for a receipt if they are demanding the full amount. The only reason I say half is that I have a hard time believing ALL their groceries needed refrigeration and were perishable. I have never in my life had a grocery run where all my groceries were refrigerated. This way it keeps the peace and starts off on a good foot.
I don't see property management working out for you long-term.
I'm not sure why my computer won't let me like this, but ditto. None of this is the tenants fault, so I would be a little more apologetic to try to smooth things over. Meat is expensive, so I don't think it's crazy that they could have lost $200 worth of food if they stocked the freezer.
I've rented a lot of apartments, and the landlord has always kept the electric on between tenants. If I were you, I'd probably end my relationship with this landlord if s/he continues to be penny wise and pound foolish. It certainly would have been cheaper to keep the power on for a couple of months than to have to reimburse food that spoiled because no one realized the fridge was broken until the tenant had the electric turned back on.
Also, we use a property management company and it is in our contract with them that we have to keep the electricity on in between tenants. We have a 'landlord account' set up with the electric company so that anytime a tenant takes their name off of the electric service, it automatically goes back into ours.
I have a feeling this fridge is going to be the least of your problems. She sounds crazy.
Yes she is. Unfortunately she appeared completely normal during the application process and then morphed into a crazy person the day she moved in.
I'm sure she's saying the same thing about you right now. Perhaps it has something to do with the fact that she rented an apartment that appeared completely normal during the application process and then morphed into appliances in disrepair the day she moved in.
Yes she is. Unfortunately she appeared completely normal during the application process and then morphed into a crazy person the day she moved in.
This happened to us too. Tenants put on a nice front when we showed it and turned out to be BSC. They decided to break the lease 2 months in and we allowed them to break it without penalty because we were ALL to glad to have them gone. I hope this renting relationship turns out better for you.
I have a business and it took me about 3 years to get a little footing on what to do in certain situations. Start developing a manual with how you will handle each situation.
That said, you treat people how you want to be treated. I know this is a business, and you can't afford to lose money. But you can also make sure you are doing what you can to fix problems and be kind. I get that this is a rental in a bad area (as you said) and it took a long time to rent it, so be thankful for the clients.
If this is an inexpensive rental, you may have to readjust your thinking in that $200 worth of groceries is a lot of money to these folks. Some ppl have to be annoying and call all the time because to them, this is a major deal.
Also, why are you telling them you are replacing the fridge with a six month old one? Are you buying a comparable one? Or do they have a brand new stainless side by side now and you're replacing it with a dented small white one?
Here's what I would do in the name of customer service--I'd do a lot of things that don't really cost any money.
First, sympathize with them. It's super inconvenient to not have a fridge.
Secondly, get them one as fast as possible and keep them informed as much as possible.
Thirdly, brainstorm solutions with them. You could have offered for them to bring their groceries to the office fridge or heck, to your home fridge, or even told them that you will be happy to reimburse the cost of ice and a cooler. Or said "Our policy is to reimburse perishables--please just provide a photocopy of the receipt and I will get you that money off your next rent" or I would have apologized and dropped off a few gift cards for local restaurants while their power is out or brought them dinner.
Little tiny things can really help diffuse a bad customer situation.
You should have been the one turning the power on, the owner should have kept it on. Just like it should be the owner paying for the new fridge and the owner reimbursing for the food loss. At least that's what I've always understood property managers do. They are a pass- through and handle the logistics, but the cash comes from the owner (or out of the payment he/she gets).
But really, the owner needs to call up the power company and get it set up to revert back to his name. We set this up as soon as we signed a lease. All my fathers properties are set up this way.
Post by orangeblossom on Feb 6, 2013 9:51:00 GMT -5
I feel you should pay it, because it is your responsibility to make sure the fridge works before your tenant moves in. Now should the tenants have checked before putting all of their groceries in there, of course. However, that does not absolve you from making sure the fridge is working prior to move in.
With your follow up, I feel like you should definitely pay the whole amount and not half as your suggesting. They will have gone two days without a working fridge and may have to spend more money to eat out while they're without a fridge.
To me this is a new tenant/landlord relationship and to not reimburse the whole amount is setting up the relationship to be a bad one. She may call 39 times a day, which is undoubtedly annoying, but she's a paying tenant which is better than a pissed off tenant or worse a tenant who breaks the lease
You need to reimburse them, and do your job as a manager and make sure the entire rental is as agreed in your lease, including working appliances. That is not the tenants responsibility the first day they move in.
Post by yellowbelly86 on Feb 6, 2013 10:12:07 GMT -5
I have never moved into a rental property where utilities were not on prior to moving in?This must be something that varies from state to state?How do you even get someone to view the property without lights?
I don't see property management working out for you long-term.
Why? Because I follow my client's requests and refuse to lose my personal money over it? I'm not refusing to replace the fridge; I got a technician out the same day they reported an issue, it couldn't be fixed so I am replacing their fridge on Wed. I don't see where I could have done anything differently. Except use my own money turning on the power to inspect the home, which I won't do.
No, because you're a shitty landlord. You do, however, have the makings of a fantastic slumlord.
I have a feeling this fridge is going to be the least of your problems. She sounds crazy.
Yes she is. Unfortunately she appeared completely normal during the application process and then morphed into a crazy person the day she moved in.
39 times does seem like a lot to call, if she left messages each time. Did you call her back at any point? People will continue to call you if you don't respond to them, particularly if they are hungry and just spent their paycheck / benefits on groceries that just spoiled.
I think the $200 reimbursement is one of the costs of being a LL. I have met a lot of LLs who think that it's their personal $$ going out the door, because they don't set aside $$ for unexpected issues that will come up. "Unexpected" in the sense that LLs don't know what the issue will be, but I think LLs can expect that something will come up and they should be budgeting that.
I don't see property management working out for you long-term.
Why? Because I follow my client's requests and refuse to lose my personal money over it? I'm not refusing to replace the fridge; I got a technician out the same day they reported an issue, it couldn't be fixed so I am replacing their fridge on Wed. I don't see where I could have done anything differently. Except use my own money turning on the power to inspect the home, which I won't do.
Because you view the owner as your client and the tenants as your adversary.
You should reimburse fully for the food (as the spoilage was obviously due to the refrigerator not working) and also reimburse for meals until the new fridge is in. This is not a "split the difference" situation. Unless you have it in writing that they need to check all the appliances before using them, broken fridge = your problem no matter how much common sense could have prevented it.
When I was a tenant in an apartment that dropped below 55 degrees in the middle of February, you can bet I called my landlord upwards of 39 times in the four days it took for him to actually remedy the situation. I also called the health department on his ass. Not because we were going to die, but because a landlord or property manager who blames you for problems and doesn't fix them immediately needs to be stopped from abusing tenants.
Sometimes you have to spend money to make money. That can mean paying out of pocket when you make a mistake in order to keep a happy customer as opposed to one who will leave you searching another several months for a new tenant.
kwynn had some good advice, I hope you take note of it.
Signed, a successful small business owner who has paid her own money out of her own pocket for mistakes--even some gray area ones--on multiple occasions, and had grateful repeat clients as a result.
Post by imojoebunny on Feb 6, 2013 14:17:53 GMT -5
I worked in property management at two different companies. Both good companies with nice complexes.
I am also a landlord.
What is apparent from this post is that some people have unrealistic expectations. Things break, even on the first day of a lease. It just happens.
As a property manager, you have to rely on the property owner to decide what they want to do beyond standard repairs. It is not up to you, unless it is in the agreement with the property owner or the lease to dole out money to tenants. You can ask the owner if you think a complaint is valid, but you would need the receipt for the purchases of food, but unless it is in the lease, owner agreement or state law, he can tell you tough luck. It's a business, not your mom.
As for the refrigerator being replaced, there is not an easy way to do that in less than several days. Lowes and the like do not have heards of refrigerators sitting around for delivery or pickup. These deliveries are made by third parties, like GE and Wirlpool. It can take several days to get one. The last one I bought, had a first available delivery of a week out. That's just life.
Personally, this is why I don't own properties in crappy parts of town. I don't want to deal with tenants who have irrational expectations. We provide a nice place to live and try to keep them up nicely, but we are not miricle workers. Tenants who expect us to be are not worth the hassles they create and expect you to swoop in and fix in ten minutes for their meager rents. The few times we have had people like that, we raise the rent a lot, and hope they move. For those that do enjoy this though, I have a friend who is fed up with hers and has a bundle of 10 of them with decent cash flows that are for sale.
Post by MixedBerryJam on Feb 6, 2013 14:27:50 GMT -5
My opinion has changed given the additional information provided. I think you are responsible for the groceries, give that they were without a working fridge at least those two days. I think they were idiots to stock it before they determined it worked, but if it's clearly broken that's a different story altogether. Furthermore, I think you're in a no-win situation if the owner wants the power turned off between tenants to save money. I can see it for two months (I wouldn't choose to do this, but I can see why someone might) but even if he does that, you need to make sure the power is on and the appliances are all functioning ON day one. Depending on how often the turnover is, I think I'd probably ask the landlord to front the connection fee so you can have the power turned on at least a couple of days ahead of time. I've never rented an apartment that didn't have power (and what about gas? Was that turned off, too?) the minute I walked in the door. This may be customary where you are (I don't know where you are; it certainly wouldn't fly in New England, where the pipes would freeze if the power were off) but I think the landlord wanting to save a few bucks needs to be straightened out and soon. It sounds like he's going to nickel-and-dime you and the tenants to death and cheap out on any repairs or maintenance. Godspeed to you all!
As for the refrigerator being replaced, there is not an easy way to do that in less than several days. Lowes and the like do not have heards of refrigerators sitting around for delivery or pickup. These deliveries are made by third parties, like GE and Wirlpool. It can take several days to get one. The last one I bought, had a first available delivery of a week out. That's just life.
Personally, this is why I don't own properties in crappy parts of town. I don't want to deal with tenants who have irrational expectations. We provide a nice place to live and try to keep them up nicely, but we are not miricle workers. Tenants who expect us to be are not worth the hassles they create and expect you to swoop in and fix in ten minutes for their meager rents. The few times we have had people like that, we raise the rent a lot, and hope they move. For those that do enjoy this though, I have a friend who is fed up with hers and has a bundle of 10 of them with decent cash flows that are for sale.
What? You can get a basic refrigerator at pretty much ANY appliance store. Making a tenant wait several days for a cheap ass fridge is crazy, and lazy. Thank god my landlord is not that irresponsible.
Also, raising someone's rent because they expect it not to take "several days" to get a working fridge is a really asshole move. Those poor people, they are so needy with their desire to have a working appliance to keep their food cold.
Having a working refrigerator in a unit that comes with a refrigerator isn't an unrealistic expectation.
Also, I'll be the first to admit I don't know jack-shit about how property management works but I'm pretty sure property managers can't be forced against their will to take on additional properties that might not be profitable and are located in unsavory areas.
Post by imojoebunny on Feb 6, 2013 15:15:22 GMT -5
Well papiercherri,
Perhaps you can point people in the direction of this magical appliance store because I have purchased five appliances in the last few months and none of them turned up immediately.
As for your sarcastic comment. It isn't the need for a refrig I question. It is 39 phone calls and demanding $200 for food when you didn't even notice that the refrigerator wasn't working.
As for all the people who said she should have had the electric on, even if she had, it should have been switched to the tenant the day that she moved in. It isn't uncommon for things to break and go unnoticed when no one is living in a place.