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Kudos to you, Y-man.... you must have spent ages doing this. I hope the OP gets benefit from it, and appreciates it......and if not, that others do.

Terry is a great example of the point my boss was trying to make!

I hope you are able to get it sorted out quickly. One thing I wondered was why you were contacting the tenant, when you had an agent managing the property. I think when you get multiple people contacting the tenant it becomes easier for the waters to get muddy. If you have a PM, I would...