Every Property Owner’s Worst Nightmare and How a Great Property Manager Handles It

Every Property Owner’s Worst Nightmare and How a Great Property Manager Handles It

When you own a rental property, late-night emergencies are the last thing you want to deal with. Recently, one of my properties experienced exactly that. A sudden toilet backup and overflow late at night. It’s the kind of situation that feels chaotic for tenants and stressful for owners… unless you have a property manager who jumps in, stays calm, and solves it fast.

Here’s exactly what happened, how it was resolved, and how I kept both the tenants and the owner supported every step of the way.

The Emergency Begins: A Late-Night Overflow

Around 10 p.m., I got a call from the tenants saying their toilet had backed up and overflowed. Water was everywhere. They couldn’t use their restroom at all. These situations can be messy, uncomfortable, and stressful, especially for tenants who feel stuck without immediate help.

I immediately instructed them to turn off the water supply and began calling plumbers. At that hour, it’s not always easy to get someone out, but I wasn’t going to leave them without help.

Step One: Ruling Out the City Line

Before sending a plumber into an expensive repair, I contacted the City of Riverside to inspect the main sewer line. They came out that night, checked their line, and confirmed the issue wasn’t on the city’s side. Unfortunately, it was happening within the property’s plumbing system.

This step is crucial. If it had been the city’s fault, the owner wouldn’t be financially responsible. I always advocate for my clients and make sure the right party handles the cost.

Step Two: First Plumber Diagnosis

The first plumber arrived and confirmed a blockage somewhere along the property’s sewer line. They also noted that the property didn’t have a functioning cleanout, and the main line was clogged. They recommended the installation of the cleanout and provided a quote.

Because I’m always conscious of my owners’ budgets, I didn’t stop there.

Step Three: Second Opinion — Same Diagnosis, Better Price

Even though it was already late and this was rolling into the weekend, I called in a second plumber for another opinion.

They confirmed the same issue:
The property didn’t have a functioning cleanout, and the main line was clogged.

To permanently resolve the problem, he recommended installing a proper cleanout. That meant digging up part of the yard, accessing the line, clearing the blockage, and installing the cleanout for future access.

His professional explanation matched the first plumber, but his quote was $1,200 cheaper.

I always try to get competitive pricing for my clients, so I presented both options to the owner with a clear recommendation.

Step Four: The Final Fix — Installing the Cleanout

Once approved, the second plumber got to work:

• Excavated the area

• Exposed and opened the sewer line

• Cleared the blockage

• Installed a brand-new cleanout for easy access in the future

• Ensured everything was flowing properly before closing up

A cleanout is essentially an access point that allows plumbers to reach the main sewer line quickly. Without it, repairs are harder, slower, and more expensive. Installing one not only solved the immediate crisis but will prevent similar emergencies from spiraling in the future.

How I Supported Everyone Through the Process

While the plumbers handled the technical work, I handled everything else:

For the Tenants

• Responded immediately late at night

• Kept them calm and updated

• Coordinated the city visit and both plumbers

• Minimized the time they were without a working restroom

• Ensured they felt cared for throughout the situation

For the Owner

• Provided real-time updates

• Explained each step clearly

• Collected multiple quotes

• Saved them $1,200

• Managed the entire emergency through a weekend so they didn’t have to

The owner didn’t have to lift a finger, just approved the best option and trusted me to handle the rest.

Why A Property Manager Matters in Moments Like This

Plumbing emergencies don’t happen Monday–Friday from 9 to 5. They happen at 10 p.m., or during holidays, or on weekend mornings.

Owners hire me because I’m the one answering those calls, coordinating city inspections, negotiating with vendors, managing tenant expectations, and protecting their investment. Even when it means working at night and through a weekend.

This situation is the perfect example of how a great property manager saves owners:

✔️ Time
✔️ Money
✔️ Stress
✔️ Liability

And ensures tenants stay safe, informed, and comfortable.

Final Outcome

• Cleanout installed ✔️

• Blockage cleared ✔️

• Tenants relieved ✔️

• Owner saved $1,200 ✔️

• Property protected for the long term ✔️

This is what professional, hands-on property management looks like.

💬 Need Help With a Rental Emergency or Want to Explore Property Management?

📲 Reach out anytime for a free rental analysis, answers about full-service property management, or details on our tenant-finder services.

Whether you’re dealing with maintenance issues, tenant concerns, or you simply want hands-off, stress-free management, I’m here to help you protect your investment and support your tenants with care.

📲 Call me at (951) 519-0734
📧 CarmelaLTpm@gmail.com

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By Carmela La Torre

REALTOR® | DRE #02188246 

HOTT Homes Property Management and Real Estate