Topic: Re: Hostile, disruptive tenants. How much are you expected to tolerate?

Hostile, disruptive tenants.

How much are you expected to tolerate? We have an issue with tenants who cuss, write hostile emails or rant and rave on calls to the point the call rambles on for 10-20 minutes with them just loudly venting, repetitively the same thing without giving opportunity to even address their concern.
Yesterday it began with a missed call from a problematic tenant. Yes she is known to be hostile but I missed the call because 1) she called the wrong extension and 2) I was on another call. She did not leave a voicemail but instead sent a ranting email.
Her issue (among others) are some of our policies/rules/requirements:

1) the way we serve notices (it’s done as required by law in NY)

2) We do not speak to any tenant whose file has been sent to the attorney for eviction (once the process starts you must speak to the attorney) and she recently went through this process but paid in court and stayed.

3) She is insisting we ignored her call and cannot fathom we are simply busy.

Overall her demeanor is always hostile when dealing with staff, both office and maintenance. Cussing and ranting in every call and email.

How much do you tolerate before inviting them to live elsewhere?

In the terms of our lease that will be grounds for a termination under lease violations grounds (but be careful as our judge always asks for plenty of documented evidence) so if you have cameras save the footage, If you wip out your phone let her know that you are recording her loud and clear. Speak to your staff to ensure someone is willing to testify in court. Don’t put up with that! We don’t get paid enough to deal with people like that person.

We have had a couple that we require them only to email the manager and not call. They are also put on non renewal.

At some point you just need to have a conversation with a resident like this about I’m really sorry, but you are not happy here. Here are the ways you can move.

I would think she is already on her way out if you have let her pay and stay once and she’s right back at the attorney. No need to keep going down the same road.

Try something different. Just say I understand- that’s it. See if anything changes. No other response. I understand

Jesse Holland or..."Bless your heart"

Dave Scruggs that only works in the south New Yorkers won’t understand

Paragraph 20 of the NAA lease basically says you can't behave like an a****** toward the staff. They get a demand for compliance - in not putting up with my team being cussed out and threatened for just doing their job.

What class building is this, how many units?

Chase Banta because they are humans not robots.

Chase Banta I love this idea. It’s conventional. 200 units (townhomes). The amount of time each call takes and then documenting is so unproductive!

Tracy Dollas we find that it allows us to offer much better customer service than we otherwise would. Documentation is clear, it's easy to route to the correct staff member, and it's not time consuming. We hold ourselves highly accountable to respond to the requests, too. Just because we aren't answering their phone calls doesn't mean we aren't responding to their requests within the day.

Chase Banta exactly!!! This sounds like what we need! We strive to provide quality customer service to all but as you said that is not always what others are striving for.

Once they do that 3 times I have the lawyer send a cease and desist.

talk to your attorney and see if you can issue a type of cease and desist letter that she is no longer able to come into your office or call and all communication must be in writing? since you legit are busy, maybe you'll be able to get to her faster if it's an email. also....read your lease to see if there's a clause about her behavior. The NAA lease has a clause about how someone is not allowed to disrupt business or be a threat to the office staff...last option....nonrenew. she's obviously not happy.

When a resident begins to rant and cuss I give them a warning and let them know I will be glad to speak with them but will not allow them to cuss me. If you need to take a moment and call me back that is great. If they continue I let them know that I had asked them not to speak to me that way and that I am hanging up now. If they can please call me back when they are ready to speak to me appropriately. I remind them I will be glad to answer your questions and or let you know what we can do but not until they are speaking with out cussing then I hang up.

I wouldn't tolerate any of that a d I'd send her a violation notice for threatening and intimidating the office staff. I'd also see if all communication can be sent via your lawyers office so you can get some peace. If she violates this, eviction! I never allow anyone to cus at myself or my team. We do not put up with belittling emails either.

Keep lots of detailed notes. Every incident time stamped and every curse noted. Non-renew.

Sounds like the movie with Michael Keaton called Pacific Heights. Goes in being disruptive until they try and take action.

If her file is at the attorney - have the attorney send notification to her in a cease and desist manner

"Could you please take a seat in the lobby. The police will be here shortly to escort you out with your 30 day notice I'm preparing just for you. "

1 10th of that. I tolerate any bullshit. Act right or move on.

We had attorney advise us in Texas to draft a letter for a similar resident that the resident must have all conversations in person by appointment , because most people will not behave this way in person. All work orders and rent have to be made online. That emails or phone calls will not longer be accepted as a form of communication by said resident. With exception of after hours emergencies. The behavior stopped immediately.

I've issued violation notices a couple times, for similar behavior. Or offer mutually acceptable terms for terminating a lease. Sometimes, when you call a person's bluff, they back down and chill out. Sometimes they leave. Either way, problem solved.

Non renew...

Olga Trimmer that’s what I did and now she’s saying it’s retaliation

Speaker phone. For some odd reason, disruptive people have no problem yelling or being abusive when it is just "in your ear" but calm down immediately when faced with the possibility of others hearing their abusive comments.

I just set this letter to someone who is literally being a Cyber Bully. He apologized for being rude and said he would leave me alone. Not sure how long it will last. But I have had a few days of peace at least.

Dear Mr. *****,

I have decided that there is only one answer to our problems - I will not hold you to the rest of your lease if you vacate within the next 60 days or sooner. I don't want you to have to live somewhere you are obviously so miserable.

Please feel free to begin your search for a new home and begin the move out process. I am hopeful that another community will be able to please you as it seems no matter what we do or how hard we try we cannot make you happy. I feel as if at this point it will be in everyone's best interest if you relocate somewhere that is more suitable to your needs as soon as possible. We can consider this a mutual realization that it was a mistake to resign your lease or for us to renew your lease. We each gave the other a chance and it obviously is time to just sever the tenancy/landlord relationship.

Please let me know when you find a new place, a 30 day notice would be nice but not necessary in this case. You will not have to pay the break lease fee if you take advantage of this offer within the next 60 days. Let me know a move out date asap so that I can place your apartment on notice to re-rent it without time lost.

Thank you.



Sincerely,

Typically, I would say "meet with her with a witness (attorney, owner, regional, police officer ;-)" and say exactly what was mentioned in most of these posts.
Keep your cool...etc." However, because of all the crazies shooting and killing people, I agree that you should take legal action and get her off your property.
Every office staff has enough stress without enduring this behavior. Don't wait, begin action immediately.