Please read the frequently asked questions before making a non-emergency online maintenance request. The FAQ page is a troubleshooting page designed to avoid unnecessary maintenance calls. If a technician is sent to your property for something covered in this section, you could be charged for the maintenance call.

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Please be aware that maintenance of scattered-site single-family homes is not like maintenance of multi-family properties. There is no maintenance man on staff just a short walk or golf cart ride away. We hire independent contractors that are licensed and insured to work on all properties. Each and every service call from any contractor costs the owner money. Therefore it is vitally important that you follow all of the instructions below.

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Emergency Maintenance:

Issues that constitute an Emergency: Anything related to the property under lease that is a threat to life, health or the property. If the situation is life threatening, please call 9-1-1 immediately and report to us after the situation is under control and the authorities are on the scene.

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Some examples of severe emergencies that requires our immediate attention: fire, flood, sewage back-ups, gas odors, roof leaks, lighting strike, broken water pipes, no heat when the outside temperature is below 45 degrees, no air-conditioning when the outside temperature is over 90 degrees for more than 4 hours, a fallen tree onto the house, etc.

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If you have a true emergency whether it is during normal business hours or after-hours, please call the emergency line at 855-559-5525. We always have someone covering the phone lines, and we will endeavor to respond as promptly as possible.

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Issues that do not constitute an Emergency: Some examples: Refrigerator not running, locking yourself out of the house, power or natural gas off, water heater not heating water, oven not working, dishwasher not running, electrical fixture not working. While these issues are certainly inconvenient and uncomfortable, they are not emergencies. These items will be repaired during the normal business days and times and at the regular service rates. Please remember that neither Management nor the Property Owner is ever liable for any loss or damage to any of your belongings, including food, for any reason or cause whatsoever. Please ensure that you have your renter's insurance policy and contact information so that you can recover any possible personal property losses.

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Do not call a contractor on your own! You are not authorized to perform or contract for any repairs on the property. If you call a contractor and incur any bill or invoice for any repair on the property, you are doing so at your own cost and without authorization. Neither Management nor the property owner will reimburse you for those costs. You must contact Management so that we can arrange for all repairs/maintenance on all systems, appliances, and the structure of the property.

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Routine Maintenance:

This sort of maintenance is considered to be non-emergency, but does need our attention for repairs such as non-emergency heating and air conditioning issues, broken windows, plumbing repairs, appliance repairs, loose railings, electrical issues, etc. Please complete the online Maintenance Request and expect a response from the office staff by the next business day for an estimate of time
for completion.

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Please keep in mind that during the change of seasons and times of extreme heat or cold, there may be delays in obtaining professional contractors for service due to significant volume of repairs in the area.

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Minor Maintenance:

For very minor items, but those that still need repair such as slow drip leaky faucets, fence repairs, garage door openers, ice makers, etc., please complete the online Maintenance Request and expect a response from the office staff by the next business day for an estimate of time for completion which could extend up to thirty (30) days depending upon the nature of the problem and contractor schedules.

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Resident Damage or Abuse:

Damages caused by abuse or misuse of any component at the property will be charged to you. We will rely solely upon the service contractor to inform us as to the cause of the problem.

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For example: If the HVAC Filters are not changed and the coils become clogged the cost of the HVAC Contractor will be your responsibility. It is not a defect of the HVAC system and you should expect the minimum cost to be over $200.00. If the plumbing is clogged due to items dropped in the toilet (brushes, toys, diapers, sanitary napkins or personal items), the cost of the plumber will be your responsibility. Expect the minimum cost to be a minimum of $150.00.

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This is not considered a failure of the system in the property and, you should do everything you can to handle these issues yourself. Unless the contractor can prove it was not caused by you (such as roots in the system, pipe collapsed, septic tank backup due to age), then it is assumed it was caused by persons and was not a defect of the property. Clogged plumbing in the baths, laundry and kitchen is your responsibility.

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Please Note the following important messages:

• If you claim you have an emergency and we discover that one never existed, you will be charged the service cost from the contractor who responded to the call. Unnecessary calls will cost you money.

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• Do not call after hours unless a true emergency actually exists.

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• If we discover through the contractor that the problem is one of your making, then you will be charged for the entire cost of the service call from the contractor.

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• If you make an appointment with any contractor and you or a person 18 years old or older is not present when the contractor arrives, then the contractor
  will not enter the property and you will be charged a fee for the contractor's
  trip cost.

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Submit a Maintenance Request

Please submit your maintenance request. Note that requests are reviewed Monday through Friday from 9:00 a.m. to 5:00 p.m., except for holidays.

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In case of emergency only, please call the emergency line at 855-559-5525.