7 MOST Common Tenant Complaints & How to Solve Them

Some people never invest in real estate because of their fear that they are going to get a call at 11 pm (or even worse 2 am) that something bad has happened at their property. I have been a landlord for 11 years now and the truth is I have actually gotten that phone call, but these calls have been few and far between. In today’s video, my property manager and I talk about strategies to reduce the most common maintenance calls and complaints.
Learn more about The DeRosa Group and Matt Faircloth at www.DeRosaGroup.com or on Bigger Pockets at www.biggerpockets.com/users/mf...
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[@gnahthe]

Joshua's fluency in front of the camera will improve, if you allow him finish his thoughts. Interupting him or finishing his sentences is counter productive and on a basic level inconsiderate. By constantly cutting in, you are devaluing his contribution.

[@jhl22222]

Agree!!!!!!! Great point!

[@jeanetteordenes9192]

gnahthe I was thinking the same thing!

[@alm.1820]

He brought in Joshua so he could step on him 😂

[@theofficialvontae]

Yeah, I thought the same. Still a great video though. lol

[@wealthyjoes9648]

Yeah that's a big pet peeve of mine! It made the video difficult to watch too because it was constant and driving me nuts!

[@jakobh6257]

These videos are so helpful. Appreciate the effort 👍🏻

[@chevyblueangel]

For the most part, neighbors do not care that they are being too loud and will get angry and even vindictive if you tell them they are too loud. They usually just don't care. Some will respond appropriately, but it's no longer the norm. So it's usually best to report noise rather than trying to deal with it one-on-one, unless you know them and are already on friendly terms with them.

[@tutsecret499]

There is a neighbor here with 5 people in the apt, every single person screams, speak loud, very obnoxious, it looks like a madhouse. They do that all day, every day starting at 7:00am, they don't shut their mouth, they have a motor in their mouth, you can hear them from the street, the other bldg near can hear them. We love when they go somewhere or when they are sleeping. also the smell, drug smell, plus other smells to cover up the drug smell. The common areas, hallways filled with obnoxious suffocating smell.

[@torchbearer1973]

My apartment managers are ridiculous. They don't want to do anything about noise complaints. They ignore us as tenants and tell us to call the police if there's a problem. Such wonderful management!

[@osheaallen4429]

I had all those problems except for temperature control (I live in Jamaica) at my previous place...that list is on point

[@Ocyla]

I'm so glad neighbors was the first one, our neighbors fence fell down almost 2 months ago and we asked them to fix it, but they haven't. We went to the property manager and they told us it was a 'neighbor issue' and I lit UP omg. 2 months of a busted broken down fence! Obviously they aren't fixing it, send a LETTER.

[@DonteeWeaver]

Good information! Thanks!

[@franciscotrigoso798]

love the content

[@chabridgettumusiime8994]

Thank you for sharing this knowledge.

[@DeRosaGroup]

Glad it was helpful! Stay tuned for some big videos coming up!

[@DyJKevin]

great content

[@219garry]

What are your thoughts on electric vs gas dryers and stoves? Also, do you put garbage disposals under your sinks or not? I've been leaning toward no garbage disposals and no dish washers. They can't break if I don't have them.

[@uchkun100]

Thanks for making these videos 🙏👍

[@DeRosaGroup]

Thanks! You would do well in our Insiders Community. It's direct access to Matt and his team, weekly masterminds, and an inside look at a growing real estate company focused on raising capital for apartment building deals. Join us at www.derosagroup.com/insiders

[@219garry]

Not sure if it was on one of your other videos but I remember hearing about an apartment owner who had a tenant that cranked up his heat by turning his oven way up and opening the oven door. Can't remember what happened after that.

[@CynicalDad81]

Good info!

[@DeRosaGroup]

Thanks! Glad you enjoyed. If you have a real estate question submit it to [e-mail]

[@patriotliberty3070]

You rock Matt😉💪👊👏!! Good stuff!!!

[@DeRosaGroup]

Rachel Byers YOU Rock!!

[@stevo728822]

Good video. I'm just about to do my first rental here in the UK and this advice applies here on the other side of the Atlantic.

[@DeRosaGroup]

Best of luck!

[@GlennGoryl]

This would be something excellent to talk to new residents about during move-in. Perhaps have these items written-out with an explanation of how they are to be handled and tape it (in T's presence) to the inside of one of the cabinets.

[@DeRosaGroup]

Good idea!

[@johnkunz2223]

One day my dad and I went to a clogged toilet we could not get it unclogged. We had to get a new toilet. When we broke it open we found makeup that fit perfect in the pipe. This is very informative video!

[@DeRosaGroup]

We found a GI Joe and a bottle of perfume in the toilet recently and billed the tenant for the service

[@dangeroreilly2028]

I once had a tenant call me on 4th of July, said they had many guests over, and toilet was clogged in a small 1 bathroom unit. Given the gravity of this situation with a holiday and guests, I called on a plumber "emergency service" to fix same day. He got it fixed, and it was very costly, but he found a childs' toy firetruck jammed in drain. That one was tenants' bill.

[@uchkun100]

I don’t know who gave bad ratings. Just don’t pay attention, they are jealous. Your videos are very informative , just keep going. I personally love your videos

[@DeRosaGroup]

Haters going to hate, right?!? thanks for the kind words.

[@lovemesomehim3]

How me as the tenant who gets the complaints for noise when it’s normal activities such as walking mostly (bump getting off bed or couch) but the neighbors thinks children is allowed to run on purpose.

[@SeaGate92a]

rent payment. and no response from the tenant are the beginning of the issues. How to deal?

[@swilker1]

Rent is due on 1st, late after 3rd, reminder letter left at door on 4th, and notice for repossession is filed on the 7th. That's the best way. I used to chase when I first started. Not worth the time. It takes away from other more important things. No need to chase after anyone for the money. If they want to stay, they will pay.

[@fxllback2700]

@@swilker1 I noticed I have done the same thing "chase" I'm fairly new at property managing. Now I have learned to stay on that rental schedule no matter what! Saves so much time and frustrations!

[@rayrojo1172]

It sounds like you guys must have a pretty comprehensive lease. Any idea where I can get my hands on one like that to use for my property in CA?

[@DeRosaGroup]

Bigger pockets actually has a lease for almost every state. Www.biggerpockets.com

[@jeff-wv8te]

I cant believe all the landlords that think us great tenant that are doing them a favor by renting their house won't fix anything when you call...... This past Thursday, I decided to trim the tree at the home I was renting. My step ladder wasn't tall enough so i put the ladder on top of the RV beside my house. While sawing the neighbors branches off his tree that was overhanging my roof. One great big limb gotta way from me. That darn tree limb bounce off my wrist, breaking my phone and went right through the kitchen roof. It smashed the brand new dishwasher that was running at the time. Luckily it didn't break the kitchen floor tiles, thanks to my piled up bags of garbage in the kitchen that broke the limbs fall. The darn roaches from the garbage in the kitchen started running everywhere from the water spraying out of the dishwasher. It took me a while to figure out how to turn the water off. I tried cleaning up the water everywhere but ran out of dirty laundry so I turned up the furnace dial thingy on the wall to 90 degrees, turned on the oven and opened the door to try to heat up the kitchen and dry my soaking wet laundry that had been ruined from my cheap butt landlord's leaking dishwasher. After a few hours I decided that I better go to my neighbors house to borrow his phone to call my landlord. I woke my neighbor up from banging on the door. Think the guy had a little too much eggnog. I called my landlord on christmas eve to inform him I would not be paying rent next month either do to my injured wrist and not being able to work and because your trashy house temperature thingy on the wall must not be working even though you replaced it last month, because my house is cold, the roof is leaking and has snow coming in the house, the darn dishwasher doesnt work, I have a water leak, the bugs in this place are not acceptable conditions to live in, you need to replace my phone because it's your fault its broken and I cant get along with a crazy neighbor that yells at me for wanting to borrow his phone and wont stop bitching at me for standing on top of his motor home roof for no more then two minutes too trim his trees limbs. I gave that landlord a peice of my mind. I told him that only a slumber lords would allow a rental property to get this bad. I told him I was on the way to the emergency room to have my hand looked at and I need him to call me back right away with his Insurance information so I can take it with me to the hospital. I barely had enough length on his cheap answering machine to tell that slumber lords that he better hurry his butt up and get that house fixed before I get back home or I'm calling code enforcement to condemn the piece of crap house and you might as well just bring the insurance information with you to the hospital so you can pick up your new house key. I had to change the locks after I had to drill one of the dead bolts locks out with a drill because I locked my self out. Had you gave me more then 2 keys i wouldn't had to do that. While we are on the subject, go ahead and drop me off the cash for the new lock I put on the house, for a new i-PHONE 10 i'll be needing replaced that you broke, for my cab fair to the hospital, for my door dash order I had to make since I'll be missing my late night snack and for my ruined designer clothes in the kitchen. Now hurry on down to the hospital as soon as you get this message. O and by the way, stay out of the dang bedroom. My girlfriends sisters cousin asked me to pet sit her pit bull that is about to give birth and the bedroom was the only room carpeted to put the dog in to have them babies. The dog had really long toe nails so I didn't want that dog scratching your new hardwood floors. Yup, you can thank me later. P.s. if the place is condemned I'll be wanting my deposit back and a good landlord reference.

[@DeRosaGroup]

OMG, that was likely the funniest tenant story I've ever read. Love your creativity. Thanks for the laugh and please post some more here! Love it. Thank you.

[@LoneWolf-sg8rs]

Great video ... Matt What’s the best month to list a property for rental and what’s the worst month?

[@DeRosaGroup]

Best we have found is July, worst is December

[@LoneWolf-sg8rs]

Thanks for the response Matt

[@fxllback2700]

@@DeRosaGroup I agree, its harder to lease units around any holiday.

[@colonelpotter]

I used to do Real Estate in NJ and I agree with an appliance repair guy, I had a guy he wouldn't charge to tell me to get it replaced or he would take fridges and dishwashers only on Sundays (I did weekly rentals)

[@DeRosaGroup]

Thanks!

[@sirjohnahayfalcon]

how far do you go to prevent musty or mold smell

[@DeRosaGroup]

Marty Forkwater for those types of things, it's all about locating the source. If it's a mold smell, you want to make sure that there's not an active mold condition in the property which he could become very serious. you want to find the cause of the mold and eliminate it and then with a Fresh coat of paint, and they are special paints that eliminate mold, the smell typically goes away. musty smells are usually not a health concern, but can be annoying to tenants. Those typically originate from old carpets, or something that's dated or not getting enough ventilation in the property. Find what the cause of that is, and remove it and again a Fresh coat of paint will make the smell go away.

[@marksmith4512]

How do you feel about service contracts for appliances?

[@DeRosaGroup]

Not a big fan. Not worth the monthly payment as at least 50% of the time an appliance breaks, it's cheaper and less hassle to replace it.

[@crand20033]

What is a good noise clause for leases?

[@DeRosaGroup]

Ours just says that the tenant cannot take away from the other tenant's "Quiet Enjoyment" of the property. It's vague enough but easy to enforce.

[@gr4phicpops69]

Question guys I have a new neighbor below me making false claims that my family is making noise and we are not what can I do to protect myself? I have written letters and spoke to management but they said they don’t know what to do

[@lamorgangirl26]

I'm having sort of the same problem. I accept my daughter's are a little active, but they are stuck inside here do to the pandemic . We dont have a playing area for kids to play outside.,but my downstairs neighbors make noise too, when they have their kids over. Plus loud music they even place speaker outside 8PM-9pm at night.( which I have a video of). Idk what to do!!! Need help!!???? I'm just so stressed out I feel bad am constantly on my kids for any little noise because I dont want the ppl downstairs complaining....HELP!

[@stephanienava767]

@@lamorgangirl26 I am VERY VERY new at this, but i dont think property managers can do anything about the noise complaints. There is a pandemic happening and many rules have changed. I would simply speak or write a letter to the owner or property manager that neighbors are making false claims about noise and maybe they could speak to whoever is accusing you.

[@alejandrohernandez2085]

I am in the industry in Texas. I don't know if you have already asked your Property Manager if there is a quiet hours policy. For instance, in my community our quiet hours are from 10:00 PM to 8:00 AM. Secondly, noise is common at any apartment community. As long as you are considerate of your downstairs neighbor and you are not playing loud music, stomping, etc at unreasonable times, then you're good. Some people need to understand that there will always be noise in apartment living. It should be your management's responsibility to address this situation with both of you. In the event your neighbor keeps complaining, I suggest you talk with your Property Manager and request your downstairs neighbor to be moved to a top floor unit.

[@sheliaharvel]

What about when a tenant friends bust the front door in and wants you to fix it. The tenant didn’t call me for 4 days.

[@DeRosaGroup]

That's on them, the damage from the tenants guests are the responsibility of the tenant. Check their lease

[@alfr1]

Friend had to ask for a tenant to leave after noise/abusive to neighbors/damaging the fence and the interior of the house. $10,000 in repairs. He charged the next couple 6 month's cash lease to get into the house and asked for 6 months damage/cleaning deposit. BUT, he guaranteed them that if there was no or little damage and he got at least one week notice that he would give them their ENTIRE deposit AND all of the months they might have overpaid. It was a very nice, big house in a upscale neighborhood, Mostly furnished with washer/dryer, refrigerator/stove/dishwasher/garbage disposal, and every electrical switch/plug worked with no problems at all in the home. and he listed it with a home rental/sales office. Took two months for them to rent it to a young doctor with a family; there were a few minor problems over time, but he leased it over 3 years, and then bought his own house close to the hospital.

[@DeRosaGroup]

Great story! The problem is asking tenants for that much up front in rent and deposit is not allowed in most states.

[@thennowforever47]

question: how can a Tennant verify you have had the property or unit "properly" treated for pests. And if it's just the maintained spraying some leftover bug spray does that mean the Tennant only has to do the same? like dollar store pesticide? that clause gives you alot of wiggling room doesn't it?!. I would walk out. I'm a good Tennant. good rental history. good everything. And it's always at the expense of bitter, hardened Landlords, management companies. Who have you feeling like "Just let us know if we can help in anyway"!. and literally upon signing the lease they turn the smiles off and it's "What"! And I maybe go into a office 1 time a year. Let's be fair. good Tennant's pay and pay in many different ways for bad Tennant's. you get rid of the bad and the only ones left to take that nightmare out on is the "good" Tennant's. this business is just as corrupt has any other. they are rentals. not your homes like you may of grown up in. And no, I am not implying good Tennant's should be rewarded. it should be the norm. But, if I take the time "disabled" to be one of the cleanest units out of 200. Then I think if the neighbor beside or below me infests my unit. It may be better to assist me then lose me. Just saying.

[@paolasoltero53]

I just moved into my new apartment 5 months ago...Due to Corona virus I'm stuck at home my husband is a truck driver so he is always gone. I'm experiencing bullying in my apartment complex about what I do on the daily basis my looks or being seen in pj's. I have my own cleaning schedule and my apartment is not a mess...but one of our neighbors is very OCD if she starts complaining about my loungewear and how I'm not manic cleaning like her can I get kicked out. I'll be watching TV and all they do is crowd around my door and talk crap it makes me feel very uncomfortable and I don't want confrontation..What should I do I shouldn't be judged or picked on in my own home is this normal...They are so rude and it just seems like they want drama.

[@DeRosaGroup]

Sorry to hear you are going through this Paola. I would contact the property manager and let them know what's going on. Also try speaking to the neighbors, perhaps they just need to get to know you to "accept" you into their community. Some people can get a little territorial like that. I hope you can reach a level of peaceful enjoyment, you are entitled to that in your lease.

[@Trudy927]

You guys made me not want to be a landlord now. 😩

[@dangeroreilly2028]

I know a lot of people that used to be LLs

[@dragonflymoonrunner8835]

In Maine, the responsability of bedbugs is 100% on the landlord.

[@OrthodoxofUSA]

That seems odd to me. Bedbugs are usually the result of something the tenant did, such as traveling somewhere and unknowingly bringing them back. Keeping the place tidy can help to prevent them. It seems like the sort of problem that the landlord has little to nothing to do with.

[@dangeroreilly2028]

In Ohio, a tenant would need to show bedbugs existed as soon as they took possession for LL to be responsible. However, a LL will often pay for removal just because it's in LL best interest.

[@christophermiller9624]

I live in a tax credited building. My landlord come in when they feel like it. They break my property and nothing gets do about it.

[@DeRosaGroup]

You certainly have rights as a tenant, you should check your lease. Maybe even talk to a local attorney. If you're living in affordable housing, there is likely an attorney assigned to that. Contact your local housing office.

[@CB-ud6ts]

The constant interrupting makes it tough to watch this. Great stuff though. Thanks !

[@DeRosaGroup]

Thanks!

[@mberge1]

My first tenant in my rental property always texts me his property issues, when I call him back, I just get voicemail.

[@DeRosaGroup]

Text him back, LOL! Seriously, I would consider using an online portal for them to submit work orders like Property Meld.

[@dangeroreilly2028]

I prefer text or email myself, just to document everything.

[@angelicabustamante8632]

As a landlord, these solutions are very vague and basically only propose that the landlord will take care of everything.

[@DeRosaGroup]

Thanks Angelica - not sure if I agree. To maintain long term tenant happiness the landlord does need to take regular action and address tenant issues. I do agree that the landlord can't be taken advantage of but that was not the point of he video.

[@dontmesswitbill9161]

Whats so funny about this video is the host keeps cutting off the other guy, lol The other can't really get a word in there or is able to go into details. lol

[@chrrisshankelyahoo]

These issiues arw no diffrwnt then a home owner thanks for nothing guys WTF

[@DeRosaGroup]

Why would the issues a tenant brings to their landlord be any different than those of a homeowner? It's the same 4 walls and a roof right? The problems that arrise are the same, but what changes is who's responsibility they are. A homeowner is responsible for fixing issues themselves, a tenant will go to the landlord to fix the same problem.

[@jamesh3389]

These two bozos show the value of home ownership