What do you do with your residents who just won't stop complaining?

What do you do with / for your residents who just won't stop complaining about their unit. How everything is wrong, nothing is right and how dare you be doing construction and painting. (OMG one of your contractors left a nail out and my dog almost stepped on it)

This resident treats the maintenance like garbage always complaining about their work, the plastic on the floor not being enough, the rooms not being all sealed individually when work in being done as she doesn't want dust in her house on her things as she is allergic to cut wood, sheet rock dust and other dust...

We are to the point where we may have to hire outside workers due to her complaining about everything, how we aren't licensed (the maint) how we don't clean up well enough after working in her unit and dust, how we just leave her in a shambles of a unit... (it has new carpet, paint vinyl, range hood, newer stove/fridge. new dishwasher and we just replaced almost her whole bathroom ..tub, caulking, surround, counter top.. counter tops in kitchen ) We keep doing and doing but it is never enough ..

They are renewing a new year lease, and it makes me want to quit.. Owners don't want me to get them out yet as we have 3 2x1's already vacant ..

I am sick as a dog and still working, but this.. this may be the last straw.. *sigh* This may be impairing my judgement lol .. and my common sense and decision making..

EDIT:

this case was added to as that resident is now claiming we broke and entered her home twice once Monday and once last night..

Monday night to caulk their tub (which we just replaced tub and surround less than 2 weeks ago)
Last night to steal $20

Don't offer her a renewal. Understand you cant please everyone and your job is to document and CYA thats all.
Offer her a lease break she is a bad apple that can spoil your tree!

are you in a position to sit down with the resident and ask if they would like to break their lease ? I think when we all go above and beyond, day after day, there comes a time where you have that conversation in a nice way. Essentially stating that they don’t appear happy with their apartment despite all efforts to correct open items, so you are open to a transfer or notice without penalty.

I had this talk with her, she said they were going to move and when I asked for a 30 day notice she sent out a new list of work. Then when rent came she gave a renewal request. In OR you have to give 30 (first year) or 60 after a year.

My owner is worried about more vacancies of the 2x1's as they aren't moving.. I just lowered the price again on them and if I lower them anymore our one and 2 bedrooms will be the same price..

Stop doing! It's like a crying baby. Be patient, listen to the ranting and don't respond. Each day they'll cry / complain a little less realizing their rants and tirades are getting no attention.

Only offer her a 3 month renewal without a premium for short term. No one says the renewal has to be 12 months

Offer to break her lease with no fees or non renewal. Keep a notebook on this resident. You can't help them all.

See if the owners will allow you to do a month to month. Then once you lease the other 2/1’s, you can non-renew her. Understand that there is almost always ‘one’ at every property so you may not escape this scenario.
Keep notes and document in your software system.
It’ll be OK - something else is eating at her. It’s not you.

Is is also an abuser to her wife.. we are hoping to get the case numbers for all the loud fights they have been having to help this as well for us.

sounds like there’s more to the story. Certainly if there are police reports, that is very valid. The owners should support you in a decision to ask them to leave based on their behavior. Not because they are too much trouble or annoying, but because the police have been called X amount of times or whatever. Good luck!

There is a LOT to the police stories we have to wade through it carefully as part of it is a resident feud... she is walking in her house after 10 . .or they are slamming doors or .. it goes on .. and hard between these neighbors.. so Owner wants me to find non feud issues to go by ..

Most the time they respect my decision to remove.. I have a letter in to them about doing a MTM trial to see how this goes.

this case was added to as that resident is now claiming we broke and entered her home twice once Monday and once last night..

Monday night to caulk their tub (which we just replaced tub and surround less than 2 weeks ago)
Last night to steal $20

Why are you doing so much work in their apartment while it’s occupied?? Did something happen?? Or are they just complaining about the initial condition from move in?? If it’s the latter I’d say that you don’t replace things unless they’re irreparable. And flat out tell them it’s too expensive to replace things because of a scratch on the dryer (or whatever it is that’s aesthetically displeasing)If that’s not okay with them they can move. If something happened offer to move them to a vacant, even temporarily until the work is done.

Exactly! That amount of work for something not broken and just because the tenant wants it and is not happy would certainly result in some type of rental increase..and if she continues to complain..just tell her nicely that all future complaints/ concerns can be emailed/written and then you will submit them to higher ups. Also document the crap out of people’s phone calls like that. That way if another owner gets on the phone with a particular tenant they can easily look up and see all the issues.

I have a book on this woman already .. her wife is awesome but she is so nit-picky ..

Today alone I had 12 texts from her about the contractors..

She also follows the contractors around any time she has and photographs them and their work..to text it to me on how they are out to hurt the residents and are waiting for a lawsuit... I warned my contractors...

Don't let her get to you. Every one has that one resident that you can never make happy. Continue to be a professional and when she eventually moves out, celabrate

Yeah... I’d invite them to find other accommodations

I have the same person living at my property. Today I had to tell him, the only thing I can do is let you out of your lease

Say, “you seem so unhappy here so if you’d like, I will let you out if your lease so you may find a place you feel more suits your needs”

I like the idea of offering an out on her lease... and of listening and only responding to what is fair and necessary (I.e. what is done for other tenants) ignore the rest...
However, first I would determine if she is damaging the property or a threat to your safety, and if she is a threat to your occupancy? I.e. bad reviews, or polluting other tenants and motivating their bad reviews.
If not, Then I’d buck up. Her rent is what helps pay the bills and all it takes is for us as managers to nod at her rants and maintenance to do what they do. (As tiring as that may be)

Repeat after me: "That is not a level of service we are able to provide."

Not my circus .. Not my Monkeys ... (crap.. they are ... lol)

I like that and will use it!! .. ( even just emailed it to myself since I can't think from all the cold goo going on in my body)

While I understand that owners are worried, maybe shift up your marketing. Consider it a 1 bedroom with an office and see if that will pull you some more traffic. Also, if you match same price as a 1 bedroom, nothing wrong with that either because you can always shift rates back. Prices change in stores all the time based on what they need to sell. Offer a 2 for 1 promo. Ha.

Also, maybe reach out to a short term housing company and see if they will lease one from you. They can then turn it into a short term rental through their company and offer it as a furnished unit.

See if instead of doing a year lease they let you put her on mtm only and then give 30 day notice of increase then when your other units rent, give non renewal.

If you’re on the Blue Moon lease look at paragraph 20. There is some language that even includes interference with the operation of your business activities. I just sent out a letter to a tenant for a client who was constantly calling about things and keeping management occupied with things that were nonessential to the point of disrupting their business. This person also repeatedly called outside inspectors and complained to other tenants with false information about the property. If you have documented everything, it may be a stronger case to encourage her to move somewhere she would be happier or potentially face eviction if it doesn’t stop.

In my experience once you let them know that you'll be letting them out of their lease with no penalties they will ask you why and you'll say that it's because we can't seem to make you happy here. They will either move which normally again in my experience doesn't happen or they will start complaining much less. It's pretty much like you're calling them on their bluff.

Exactly. Normally catches them pretty off guard. They are not expecting it. Worked for me nearly every time.

************UPDATE**************

It got worse today even.. they called and cussed me out over and over.. got the police report and it doesn't even say we are suspect. .. it does say she can't remember the details..

I changed their lock today, sealed their key in an envelope had them sign it and taped over the seal..

They told me they are getting a lawyer .. Now mind you they are doing work on my building so some of my cameras are down, but that one camera that faces their unit was up (thank goodness) .. so I have video that no one went in to that alcove.. after their appointment on Saturday. .. But now she claimed to the officer that this happened on Sunday/Monday and those are all our days off.

I would definitely seek legal advice. But yes I would nonrenew. Just document document document.

Sounds like a good plan. The owner is backing you up. Get that 30 day notice out ☺ I bet she will not find another community that has been as accommodating as you all have been

I had a resident with mental health issues that even went so far as to change her lock (at her expense without our knowledge or consent) to one we do not use for anything, she began leaving messages that rambled on and on about nonsense.... we had our attorney draft a cease and desist letter that included a 3 day notice to either provide us with a key or reinstall our lock...... we eventually had to "welcome" her to leave and refund her entire deposit.....

I would ask legal in case it looks like retaliation over the accusation. And as soon as you get confirmation to give her notice, be ready to do it that minute.
This woman is going to keep coming and coming it sounds like

And never, ever, ever give out your personal cell phone number!!

Document everything. Consult with your attorney. Yes, non-renew her lease agreement and when she comes in to ask why she has been non-renewed, let her know you have decided to non-renew her lease agreement with a 30-day notice and you do not have to discuss reasons "why". If she says she will be taking you to court, simply say, "I understand. You may do what you feel is necessary." Then...document everything again. Hang in there.

Does your lease state that either one of you can end the lease agreement with a 30-Day notice? You are within your legal right to non-renew the lease agreement. Include in your documentation what you were doing during the times she is accusing you of being in her apartment, etc. You should be fine, if she actually goes through the process of going to court, since you have the legal right to non-renew. Document any acts of retaliation, as well.

Where was the dog when you allegedly entered twice? Do this through a real eviction attorney. It’ll cost you if your owner cheaps out and you are stuck with crazy.

I'm so sorry that you're going through such a stressful situation. I've dealt with similar situations many times (in over 20 years of property management). I've also had clise friends who have had to deal with situations like this. The good news is, it sounds like you are being supported. The better news is, it's very rare when a difficult resident follows through with a threat of taking you to court. The best advice given to me in property management has been "document, document, document". In the meantime, if you need to enter the apartment within the 30-Day Notice..., make sure more than one person goes in and document again. I hope the 30 days go by quickly and uneventful for you and your team!

I would offer a 30 day renewal just to be safe and not “retaliate”. If she doesn’t sign, GREAT! If she does sign and she complains, let her know she only has to give 30 days to vacate!

Be careful in whatever you choose. She appears to be on a quest to sue. A non-renewal could come back to haunt you. Does she have any lease violations?

This is hear say was told never research truth my self believe it easy with what been seen in past. Had old timer explain when I ask why we run into so many issues from tenants like yours. Tell friends and family that has nothing to do with property they think no doubt your tenant crazy or has agenda. He said it because 60% of ppl that rent do so because there unable to handle responsibilities that come with ownership. That 75% of all pending lawsuit on file waiting for a court date are filed on behalf of someone that's renting there living space. In the hopes of throwing enough chit at everyone until some stick and someone makes a mistake that give there nest egg. It's there belief as only path to ownership without commitment or responsibility. Seen it accomplished to many times for need of my research. In this industry expect the unexpected. Never act on assuming find truth first. Always expect your being watched. Never give a answer to a question asked that not related to any of your job responsibilities. Documen write as happens. Short pencil work better than long memories
Document. Pictures Video recording keep all on file
Document. Tag team. Get others involved with all issues
CHEAPER THE RENT BETTER YOU ODDS OF A SUMMONS

I normally tell them to make a police report & let them investigate, they are trained for that & we aren't. I'm not going to accuse anyone of anything based on what she thinks, let the experts handle it. We also have the handy trak key system so there would be a record of who requested their key, scanned it out & back in. With coded key tags no one can just open the box & know where those apt keys are hanging.

document everything, require all correspondence by email so that you have good documentation. When a resident threatens you with an attorney don't fall into that game, just tell her you have always done everything within your power for any of her requests, that your sorry she feels that way, but if that is what she feels she needs to do then by all means please do so. No attorney will want to take this and I am sure she does not want to pay big bucks to get one. This cuts that nonsense right off. Give her a 30 day notice to move Good Luck.