Someone Grassed Up The Wrong Tenant
(We rent through an agency, and a year ago our property manager moved on to a different agency. We have a new property manager who is very demanding, but not so great at listening. I receive a phone call from her. It’s worth noting that I live in an old terraced house, so I have no front yard, my fence is about three steps from my front door, and the entire area is paved.)
Me: “Hello.”
Property Manager: Hi, [My Name], it’s [Property Manager]. Look, I’ll be blunt, we’ve had several complaints about the state of your front yard and we need to sort it out ASAP.”
Me: “My front yard?”
Property Manager: “Yes.”
Me: “What about it?
Property Manager: “Grass not mowed and being at knee height is the main complaint; I want to remind you that a condition of your tenancy is garden intermittence.”
Me: “This is [My Name], from [my address]; I think you have the wrong tenant.”
Property Manager: “Excuse me? I thought it would be nice to give you a heads up before I put in an official letter, for you to do the right thing. I know who you are, and I know which house this is; I’ve driven past and I can see for myself that your yard is not maintained.”
Me: “[My address] is a terrace. I don’t have grass.”
Property Manager: “This is [My Name] from [my address], yes?”
Me: “Yes.”
Property Manager: “Then I have the right house.”
Me: “I think something has gotten very jumbled here. I don’t have a front yard or grass; I have a small paved area with no greenery at all.”
Property Manager: “I drove past the property yesterday.”
Me: “Right… Okay. I’m just saying, you might want to double-check. Thank you. Have a good day.”
(A week letter, I got an official warning about my grass in the mail. I ended up emailing a picture of the warning letter, held up in front of my “front yard,” and a summary of the phone call to the rentals manager. I received a lovely apology from the rentals manager, and a gift card.
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.