Current Tenant FAQs

Answers to your frequently asked questions

• Can I cancel my 30 day notice to vacate?

  Sometimes your plans change and you need to cancel your notice to vacate and stick around. Generally, your 30 day notice to vacate may NOT be cancelled, unless approved by us in writing. Ultimately, the decision has to be made by us based upon whether anyone else has applied for the rental already or other circumstances.

  If we do not give you permission to cancel your 30 day notice to vacate, you must vacate the rental on or by the date you indicated in your 30 day notice to vacate. If you do not vacate on or by the date you indicated on your 30 day notice to vacate, this may cause commencement of legal action to get back possession of the unit/home.

• Can I get a pet?

  We love our furry friends! Each property has their individual pet policy. Though many properties do allow pets, please refer to the property listing (if you are looking to rent) to see if the property you're interested in allows pets. If you are a current tenant, please send us an email at tenants@eLAvatere.com to inquire if your property allows pets. An additional security deposit and/or monthly pet rent may be required.

  If the property allows pets and you are a current tenant:

  • Complete the petscreening application (for each pet separately). Be prepared to provide a picture of your pet and vaccination records
  • Receive your approval
  • Pay the required additional security deposit and/or first months pet rent
  • A lease addendum for the pet(s) will be provided electronically for all named renters to sign

• Can my late fee be waived?

  We do not waive late fees. Due to fair housing requirements, potential liability, and out of a general sense of fairness, we need to treat all of our tenants the same and not give some tenants preferential treatment. It wouldn't be right to charge one tenant a late fee and waive a late fee for another tenant. Landlords also depend upon those late fees, because most of them don't own their properties free and clear. They usually have a mortgage payment to make, so when the rent is late, they pay their mortgage payment late, and their bank charges them a late fee which the bank does not waive. So they're usually using the late fee that the tenant pays to pay off their own late fee.

• Can I pay my rent in cash?

  Yes, you can pay your rent in cash at participating 7-11, CVS or Walmart locations. This is more convenient than purchasing money orders and mailing them. Pay your rent in cash using your electronic cash pay slip to save time and money! You can locate a nearby store at www.paynearme.com/map You can get a copy of your unique electronic cash pay slip in your online resident portal or please email us at tenants@eLAvatere.com to request a copy to be emailed to you.

  English: https://www.appfolio.com/help/online-portal
  Spanish: https://www.appfolio.com/help/online-portal-es

• Can I transfer to another unit?

  Generally, we welcome tenants to stay with us and possibly transfer to another unit.  This will depend on a number of factors including but not limited to if you are current on your rent, if you are on a current lease term, the rental price of the unit you want to transfer to and the specifics of the property as each property is unique. This will vary from property to property. Please send us an email to tenants@eLAvatere.com.  If approved to transfer units, you will be required to submit an online rental application (with all required documents) and submit full move in funds (including the approved security deposit amount) for your new unit. A transfer fee may apply. A separate move out will be conducted from the unit you are transferring from.

• Can I use my security deposit as last month’s rent?

  You may NOT, under no circumstance, use your security deposit as your last month’s rent. Your lease agreement specifically says the security deposit may never be used as last month’s rent. You agreed to this in writing. If you do not pay your last month’s rent, it will be deducted from your security deposit along with any other applicable charges for damages etc.  Your move out statement will be mailed to you via USPS mail (or electronically via email if you choose to) within 21 calendar days after the date you move out. Any balance owed must be paid within 30 days or the balance will be sent to collections and will negatively impact your credit. If you did not provide a forwarding address, your move out statement will be sent to the last known address we have on file for you which is the rental you vacated from.

• Can you cancel my scheduled auto payment for me on my online resident portal?

  We cannot cancel an auto scheduled payment for you or any other payment or make any changes to your bank account information in your online portal.

  Once an auto payment is submitted for the month you cannot make changes to it. These instructions help you update the details of the auto payment that is submitted each month such as amount and date.

  Once your auto payment is set up, the details are displayed in the Home or Payments tabs in the Scheduled Payments section of your online portal.

  To skip the next month's payment, click Skip this payment. The auto payment will resume after the skipped month.

  To update the payment name, bank account or credit card, click Edit in the Scheduled Payments section. Update the necessary information, then click Update.

  To change the date the payment processes each month, you must delete and recreate the auto payment. Click Delete in the Schedule Payments section, then return to the Home or Payments tabs to create a new auto payment.

  To completely delete an auto payment, click Delete in the Schedule Payments section on the Home or Payments tabs.

  Visit the below links for a guide how to use your online resident portal:

  English: https://www.appfolio.com/help/online-portal
  Spanish: https://www.appfolio.com/help/online-portal-es

• Do you offer a service to help me transfer utilities into my name?

  We partner with Citizen Home Solutions to take care of connecting all your utilities and amenities so you can focus on more important things in moving into your new home. Citizen Home Solutions is a fast, easy and FREE service that will take care of all of your utility services and moving needs. They will ensure that you get the best rate and deals that are available for your rental! The best part about their service is that they can take care of everything typically with just one phone call.

  Click here to start the process!

• How can I get a copy of my lease agreement?

  You can find a copy of your lease agreement in your online resident portal in the “Shared Documents” section.

  If you do not see a copy of your lease agreement, please send us an email at tenants@eLAvatere.com to request a copy be uploaded to your online resident portal. You will receive an email notification once your lease agreement has been uploaded to your shared documents in your online resident portal. Please be sure to include your full name, property address and unit number.

  Click here to log in to your online resident portal.  Please note the email address we have on file for you is your login email.

  Visit the below links for a guide how to use your online resident portal:

  English: https://www.appfolio.com/help/online-portal
  Spanish: https://www.appfolio.com/help/online-portal-es

• How can I pay my rent?

  We offer multiple ways to pay your rent:

  Using your online resident portal from your computer, tablet or mobile phone. Online payments using your checking or savings account are FREE

  Click here to log in to your online resident portal

  Click here to sign up for your online resident portal

  Online using a mobile app just like you would install a banking or gaming app. Online payments using your checking or savings account are FREE.  Search “Online Portal by Appfolio” in the App store or Google Play.

  Pay your rent in cash at participating 7-11, CVS or Walmart locations with your unique electronic cash pay slip. Locate a nearby store at www.paynearme.com/map You can get a copy of your unique electronic cash pay slip in your online resident portal or please email us at tenants@eLAvatere.com to request a copy to be emailed to you.

  Drop off your payment in our drop box, Monday to Saturday 9am to 5pm, located at 17141 Ventura Blvd. Suite 214 Encino, CA 91316

  By mail to eLAvate, Inc.

  17141 Ventura Blvd. Suite 214
  Encino, CA 91316

  Visit the below links for a guide how to use your online resident portal:

  English: https://www.appfolio.com/help/online-portal
  Spanish: https://www.appfolio.com/help/online-portal-es

• How can I remove eLAvate from my credit report?

  On time rental payments are reported through Experian rent bureau and help you build credit history by paying your rent on time.  eLAvate, Inc. appears on your credit report as a rental trade line reported as a “Rental Agreement” account type (type code “29”) with terms of one month.  The rental trade line does not imply that you have a loan or a line of credit with eLAvate, Inc.  Please visit https://www.experian.com/rentbureau/rental-payment for additional information. Please contact us at tenants@eLAvatere.com if you are applying for a mortgage, car loan etc. and would like a letter to provide your lender explaining this.  Please note if you would like this tradeline removed from your credit report, you will need to contact Experian. We cannot contact Experian on your behalf to remove this.  Please visit https://www.experian.com/rentbureau/rental-payment for additional information.

• How do I get a receipt for paying my rent?

  If you made an online payment using your online resident portal, you will instantly see/receive a payment confirmation. You can also see your payment history in your online resident portal in the “Payments” section and clicking on the “View full account ledger” under the “Account Ledger” section. If you made a payment with a check, money order or cashier’s check, you will be able to see your payment posted in your online resident portal in the “Payments” section and clicking on the “View full account ledger” under the “Account Ledger” section.

  Receipts are NOT provided for payments made with a check, money order or cashier’s check. If you are not using your online resident portal, please contact your bank for a copy of your cancelled check as proof of payment. If you made a payment with a check, money order or cashier’s check, you will be able to see your payment posted in your online resident portal in the “Payments” section and clicking on the “View full account ledger” under the “Account Ledger” section.

• How do I log in to my online resident portal to pay rent and submit maintenance requests?

  Click here to log in to your online resident portal. Please note the email address we have on file for you is your login email.

  Visit the below links for a guide how to use your online resident portal:

  English: https://www.appfolio.com/help/online-portal
  Spanish: https://www.appfolio.com/help/online-portal-es

• How do I notify you about a possible renter’s insurance claim?

  Please complete this form to submit a possible renter’s insurance claim. It’s in your best interest to provide as many details as possible to speed up the process.  Once you submit the form, you will be contacted within 2 business days.

• How do I receive my move out statement and security deposit refund, if any?

  Your move out statement and security deposit refund, if any, will be provided to you depending on the method you choose.  Either via USPS mail or email and direct deposit (if a security deposit refund applies).

  If you do not provide a new forwarding address, your move out statement and security deposit refund, if any, will be sent via USPS mail to your last known address.

• How do I request a rental verification?

  We often receive requests from current tenants that their future landlords or mortgage companies want a rental verification of a tenant's rental history. Usually they want this information filled out and returned to them as soon as possible. We are happy to provide this however we require a $35.00 processing fee in order to cover the costs and time associated with providing this service. This fee is non-refundable. The turnaround time is within two business days. Click here to view our rental verification request form.

• How do I request to activate my online resident portal to pay rent and submit maintenance requests online?

  Click here to submit your online resident portal request activation.

  Visit the below links for a guide how to use your online resident portal:

  English: https://www.appfolio.com/help/online-portal
  Spanish: https://www.appfolio.com/help/online-portal-es

• How do I schedule a pre move-out inspection?

  Please send us an email to tenants@eLAvatere.com to request a pre move-out inspection. Be sure to include your full name, property address and unit number (if applicable).  The amount of your security deposit refund (if any) will not be discussed. The pre-inspection will provide you with suggestions to return the unit to the same condition as it was provided to you.

• How do I submit my 30 day notice to vacate?

  Please complete this form provide your 30 day notice to vacate.

  Once you submit the notice to vacate form, you will receive a confirmation with 1) the move out instructions and procedures and 2) an online form to submit if you choose to receive your move out statement and security deposit refund, if any, via email and direct deposit.

• I am being evicted. Will you accept my rent payment?

  No.  Please contact the eviction attorney.  The contact information can be found on the lawsuit you were served. We will not be able to discuss your case with you or answer any questions.

• I have renter’s insurance already. Why do I need your renters insurance?

  We require all renters to participate in our resident benefits package which includes renters insurance and payment & services benefit. By adding you to our renter’s insurance, you don’t have to worry about renewing your renters insurance and providing us with your insurance certificate.  Please note we are not insurance brokers nor adjusters. We encourage you to speak with an insurance agent for any additional coverage you may need.

• I mailed a check by accident. What do I need to do for you not to cash it?

  Due to the number of checks we receive daily, we cannot guarantee that a check will not be deposited. Please send us an email to tenants@eLAvatere.com with the below information:

  1. Your property address & unit number
  2. Date of Check
  3. Amount of check
  4. Check number
  5. Payee name

  Please provide a 48 hour time-frame in order to process your request. We cannot guarantee that a check will not be deposited.

• I paid my rent but my bank is not showing the check has been cashed. How can I see if you received my rent payment?

  Sometimes banks take a little longer to process your payment.  Please check your online resident portal to verify that your payment has been posted to your account. Note that if you paid your rent electronically using your online portal, you will see your payment reflected right away.

• I paid my rent, why did I receive a notice to pay rent or quit?

  If you paid your rent and received a notice to pay rent or quit, you can generally disregard this notice.  The notice was issued and given to you before your rent payment was received. Notices to pay rent or quit are delivered on a certain date if rent is not received. You can check the status of your payment and account balance using your online resident portal.

  Click here to log in to your online resident portal. Please note the email address we have on file for you is your login email.

  Visit the below links for a guide how to use your online resident portal:

  English: https://www.appfolio.com/help/online-portal
  Spanish: https://www.appfolio.com/help/online-portal-es

• My neighbor is being really loud. What should I do?

  We are sorry to hear that and understand it can be frustrating.  We understand every tenant has a right to quiet enjoyment. Some tenants have a different interpretation of noise levels and may not realize they are being loud and disturbing their neighbors. Please speak with your neighbor to be respectful. Asking politely can go a long way! If the disturbances continue, please notify us at tenants@eLAvatere.com and please call the police as well. Please understand we will generally not get involved with neighbor disputes.

• What do I do if I lose my garage remote or it does not work?

  Things happen, we understand.  We are happy to provide you with a replacement garage remote for an additional security deposit. Depending on the circumstances, we may need to reprogram the garage remotes if yours was stolen and not in your possession. If so, we will need to reprogram all the garage remotes at your property for the safety of all residents.  Please send us an email to tenants@eLAvatere.com.

• What do I need to do if a roommate wants to move out, move in or be replaced?

  If a roommate wants to move out and be removed from the lease agreement, section 1.15(6) of your lease agreement provides specific instructions on what to do along with an occupant addition or removal fee.  The below instructions also applies if your lease agreement does not specify a roommate change.

  Removal of renter(s)/roommate(s) without a substitute renter(s)/roommate(s): You must obtain approval from the landlord. If an existing named renter wants to be removed from the lease, the named renter will not be removed unless the remaining renters approves this in writing via a signed notarized letter and can demonstrate the ability to pay the rent by submitting proof of income via three most recent pay stubs and/or three most recent personal bank statements. If the named renter is approved to be removed, there will be no change to the current rent amount. The security deposit refund (if applicable) at move out when all renters vacate the unit will be returned payable to all named renters on the lease, unless the removed named renter provides a signed notarized letter releasing any and all claim to the security deposit. A roommate lease addendum is required to be signed by both the remaining renter and the vacating renter. Security deposit issues must be handled between the named renters and the landlord will not get involved.

  Removal of renter(s)/roommate(s) with a substitute renter(s)/roommate(s): You must obtain approval from the landlord. If an existing named renter wants to be removed from the lease and replaced with a new renter, the new proposed renter must submit a rental application with the required documentation for approval. If the substituted renter is approved to move in and the required renter vacates, there will be no change to the current rent amount if approved, a roommate lease addendum is required to be signed by the remaining renters, the renter who is vacating and the new renter who is replacing the renter that is vacating. The removed named renter must provide a signed notarized letter releasing any and all claim to the security deposit. Security deposit issues must be handled between the named renters and landlord will not get involved.

  Adding a renter/roommate: You must obtain approval from the landlord. The new proposed renter must submit a rental application with the required documentation for approval. If approved, a roommate lease addendum is required to be signed by the existing named renters and the new named renter. The rent amount will/may be adjusted subject to section 1.4 above. Security deposit issues must be handled between the named renters and the landlord will not get involved.

  Click here to submit the proper form to notify us of any and all roommate change requests.

• What happens If I have a balance due after moving out and do not pay it?

  Any balance owed must be paid within 30 days or the balance will be sent to collections and will negatively impact your credit. You should contact us via email to tenants@eLAvatere.com to discuss setting up a payment plan if needed.

• What happens If I move out without paying my last month’s rent after providing my 30 day notice to vacate?

  Your lease agreement specifically says the security deposit may never be used as last month’s rent. You agreed to this in writing. If you do not pay your last month’s rent, it will be deducted from your security deposit along with any other applicable charges for damages etc.  Your move out statement will be mailed to you via USPS mail (or electronically via email if you choose to) within 21 calendar days after the date you move out. Any balance owed must be paid within 30 days or the balance will be sent to collections and will negatively impact your credit. If you did not provide a forwarding address, your move out statement will be sent to the last known address we have on file for you which is the unit you vacated from.

• What happens if I don’t switch/transfer the utilities into my name?

  Before moving into your new rental, you are notified and reminded several times in writing to transfer the utilities you are responsible for into your name. Your lease agreement specifically says what utilities you are responsible for.  Additionally, you were notified that we provide a free utility concierge service to help you transfer your utilities into your name.

  Two things will happen if you do not transfer utilities into your name:

  1. You will be charged a $50.00 utility service transfer fee for EACH utility you have not transferred that you are responsible for.  This is triggered when we receive a utility bill for your rental that you are supposed to receive and pay. The (prorated) amount of the utility usage will also be billed to you in addition to the utility service transfer fee for EACH utility.
  2. You will receive a courtesy notice that utilities in the landlord’s name, that were supposed to be transferred into your name, will be turned off within 24 hours.

• What happens if I move out earlier than my 30 day notice to vacate?

  After providing your 30 day notice to vacate, you may move out earlier if you choose to.  You are responsible for paying rent and all charges through the 30 days of your notice to vacate as you agreed to this in writing in your lease.

• What happens if I move out without a proper 30 day notice to vacate in writing?

  Your lease agreement requires you to give a 30 day notice to vacate in writing.  You agreed to this in writing. If you move out without providing the proper 30 day notice to vacate in writing, you will continue to incur charges up until the rental is re-rented.  Once the rental is re-rented, you will receive your move out statement to the forwarding address you provided.  Any balance owed must be paid within 30 days or the balance will be sent to collections and will negatively impact your credit. If you did not provide a forwarding address, your move out statement will be sent to the last known address we have on file for you which is the unit you vacated from.

• What happens if I want to break my lease?

  We understand that unforeseen events may come up that can cause you to need to break your lease.  Your lease agreement should specify exactly what happens when you want to break your lease. Please refer to section 1.15(8) of your lease agreement. The below instructions also apply if your lease agreement does not specify breaking your lease:

  The lease break fee is equal to a full two month’s rent or the remaining rent amount if less than 2 months left on your lease term. The security deposit cannot be used to pay the lease break fee, rent or any other charges. Renters must notify the landlord in writing with 60 days’ advance notice and the lease cannot be terminated during the months of November and December. All other terms of your lease agreement will remain in full force and effect. This fee is non-refundable. In order to avoid the lease break fee, Renters will be responsible for advertising and showing the unit to prospective renters and all named renters will not be released from the lease until the home is re-rented subject to landlord's rental application, new rental price and approval process and terms. Renters will be responsible for any gaps in rent.

  If you are breaking your lease, it is ultimately your responsibility to find a replacement tenant so that there are no gaps in rent.  We will do everything possible to assist you with advertising and re-renting your home.

  Please send us an email to tenants@eLAvatere.com if you are thinking about breaking your lease agreement.

• What if I need an assistance, service or companion animal?

  If you need an assistance/service/companion animal, please complete the pet screening application which also covers assistance/service/companion animals.  There is no charge for this screening. We utilize a third party pet and/or assistance/service/companion animal screening tool and is REQUIRED for each pet and/or assistance/service/companion animals. Please be prepared to provide Pet Screening documentation/prescription of your assistance/service/companion animal which will be independently verified with your medical provider by petscreening's attorneys/legal team.

  Click here to complete the REQUIRED petscreening application. A separate application is required for each assistance/service/companion animal.

  Once the attorneys/legal team at petscreening approve your application, a lease addendum for the assistance/service/companion animal will be provided electronically for all named renters to sign.

• What is a SCEP fee and why do I need to pay this?

  SCEP, Systematic Code Enforcement Program, is a program administered by the Housing and Community Investment Department of Los Angeles (HCIDLA) that oversees code enforcement for all multi unit rentals in Los Angeles.  Landlords pay an annual fee for this program in which the city allows landlords to bill/recover this amount from tenants on a monthly or annual basis. The amount is subject to change per HCIDLA.

  Visit HCIDLA’s website at https://hcidla2.lacity.org/ to learn more.

• What is the rent bureau program?

  We participate in the Experian bureau program. Your lease agreement indicates you agreed to this in writing. You also agreed to this in writing when signing up for online rent payments.

  Build Credit History By Paying Your Rent On Time. Why Building Your Credit History Is Important - Credit plays an important role in your life, affecting the purchases you make and much more. A credit history is vital in today’s economy and enables you to obtain valuable credit services such as credit cards, mortgages and auto loans. Lenders use credit reports and credit scores to gauge the likelihood that you will pay back a loan. We understand the importance of building credit history and believe that responsible renters should get credit for managing their rental payments.

  How Paying Rent On Time Helps Build Your Credit History Experian incorporates on-time rental payment data reported to Experian RentBureau into Experian credit reports. Your rental payment information will be included as part of your standard credit report and may be incorporated into certain credit scores. The inclusion of positive rental payment history within Experian credit reports allows you to establish or build credit history through timely rental payments.

  Visit https://www.experian.com/rentbureau/rental-payment to learn more.

• What is the resident benefits package?

  The resident benefits package is a required package with all lease agreements that provides for renter’s insurance and payment & services benefits. This is an additional rent charge billed monthly.

  Click here to view the residents benefits package.

• What is your renter’s insurance policy?

  We provide you with the benefit of a renter’s insurance policy, through our residents benefits package, so that you do not need to keep track of your coverage or worry about renewing coverage and providing us with a certificate of insurance.

  Your renter’s insurance policy provides the following coverage:

  • Liability Limits: $100,000 (Resident caused accidental property damage)
  • Resident Personal Contents Limit: $30,000
  • Medical Expense Limit: $3,000
  • Additional Living Expense Limit: $3,000
  • Deductible: $500 per claim (paid by resident)

  We encourage you to consult an insurance professional to evaluate and determine any additional personal insurance you may need.

• What will be deducted from my security deposit?

  Pursuant to California Civil Code §1950.5, deductions to your security deposit may be for any of the below:

  • Any outstanding balance per your ledger
  • Cost to repair damages to the premises, not including ordinary wear and tear, caused by the tenant or by a guest or licensee of the tenant
  • To clean the premises to return it to the same level of cleanliness it was in when the tenant moved in
  • To restore, replace or return personal property or appurtenances, exclusive of ordinary wear and tear, if the rental agreement authorizes this use of the security deposit

  Good faith estimates will be included if final invoices have not been received. Management has 14 days upon services being completed to send the final statement.

• When will I receive my move out statement and security deposit refund, if any?

  Pursuant to California Civil Code §1950.5, your move out  statement, and any applicable refund, will be sent via USPS mail, (or electronically via email and direct deposit if you choose to) within 21 calendar days after the date you move out.

• Where can I find instructions on how  use the online resident portal?

  Visit the below links for a guide how to use your online resident portal:

  English: https://www.appfolio.com/help/online-portal
  Spanish: https://www.appfolio.com/help/online-portal-es

• Why am I being charged a utility transfer fee?

  You did not transfer the utilities you are responsible for into your name per your lease agreement.  Thus, we received a utility bill. Your lease agreement specifies this utility service transfer fee for each utility service you are responsible for that you did not transfer to your name. You agreed to this in writing. Please refer to sections 1.15 (11) and section 1.16 of your lease agreement which lists the exact utilities you are responsible for.

• Why am I being charged an NSF (Non Sufficient Funds) fee when my rent payment bounced?

  You are charged an NSF (Non Sufficient Funds) fee per your lease agreement. You agreed to this in writing in your lease agreement.  You can review a copy of your lease agreement in the shared documents section of your online portal.  You are charged an NSF fee anytime a payment is returned for any reason including if you paid with a personal check, certified funds or any form of online payment.

  Visit the below links for a guide how to use your online resident portal:

  English: https://www.appfolio.com/help/online-portal
  Spanish: https://www.appfolio.com/help/online-portal-es

• Why am I being charged an RSO fee and what is this?

  RSO, Rental Stabilization Ordinance, is the Los Angeles city ordinance that covers rent control for certain properties administered by the Housing and Community Investment Department of Los Angeles (HCIDLA). Landlords pay an annual RSO fee in which the city allows landlords to bill/recover 50% of this amount from tenants at a one time annual basis (currently in August). The amount is subject to change per HCIDLA.

  Visit HCIDLA’s website at https://hcidla2.lacity.org/ to learn more.

• Why do I see eLAvate, Inc. on my credit report?

  On time rental payments are reported through Experian rent bureau and help you build credit history by paying your rent on time.

  eLAvate, Inc. appears on your credit report as a rental trade line reported as a “Rental Agreement” account type (type code “29”) with terms of one month.  The rental trade line does not imply that you have a loan or a line of credit from eLAvate, Inc.  Please visit https://www.experian.com/rentbureau/rental-payment for additional information. Please contact us at tenants@eLAvatere.com if you are applying for a mortgage, car loan etc. and would like a letter to provide your lender explaining this.  Please note if you would like this tradeline removed from your credit report, you will need to contact Experian. We cannot contact Experian on your behalf to remove this.

• Why do you always want me to communicate in writing?

  We always prefer that tenants communicate with us in writing for several reasons:

  • It's just more efficient. We can usually respond to an email in a couple of minutes if it’s a quick email to address, but we find that phone calls are generally 15 minutes at least. We can get a lot more done and assist far more tenants by using email.
  • It's important to have a written record of everything that's been said in order to avoid disputes later on. For example, if there are two tenants on a lease, and one of them gives the notice to vacate, if the other tenant disputes that their roommate ever gave notice, we want to be able to show them the written communication to prove that notice was indeed given. By having everything in writing, it just keeps everybody honest.
  • Sometimes legal disputes come up, and having everything in writing protects both us and you.
  • By communicating in writing to a central email inbox, the message is received by anybody at our company who is working, not just one person who received your voicemail. This ensures your problem gets resolved as quickly as possible, while a phone call could easily go unanswered for days if you were calling someone who is on vacation, for example.

• Why is the online resident portal charging me a service fee to pay rent?

  Paying your rent online by e-check (using your checking or savings account) using your online resident portal is FREE.  The bank charges a fee for paying rent online using a credit or debit card. This is not a fee we charge. The bank charges this fee and this cannot be waived.  Before paying with a credit card or debit card, the online resident portal will tell you what the fee is and give you the option to switch payment with your checking or savings account which is FREE.

• Why won’t my online resident portal allow me to pay rent online?

  If your online resident portal does not allow you to pay rent online and you see a message to contact us, it probably means a recent online payment you made or a payment you made with a personal check was returned due to non sufficient funds (NSF). Therefore, we disabled your ability to pay rent online. If your online portal does not allow you to pay rent online, please make sure you still submit your rent.

• Will you pick up my rent from me?

  No, we will not pick up your rent from you. We offer multiple ways for you to pay your rent including online, in cash at 711 or CVS and mailing your payment.

• What is considered an emergency?

  A maintenance emergency is defined as a maintenance problem that will cause a safety hazard to residents, or an imminent damage to property, so that fixing it cannot wait until the next business day. A few examples would be an overflowing toilet, sink or tub, a broken pipe with gushing water, or sudden electrical short. If there is a gas leak, call the gas company in your area first, and if there is a power outage, call the electric company in your area first to see if there is a general power outage in the area.

• Will you notify me when a repair person is coming to my home?

  We will give you a 24 hour notice to enter, unless you agree to allow access to your home on an as-available basis. There is no requirement for you to be present, but you must provide access to your home, with proper notice, for purposes of repairs. There is no requirement for us to give you notice if there is a suspected emergency, such as a burst pipe.

• I want to share the rental with a roommate. How does rent payment work? Can we each be responsible for half the rent?

  In a roommate situation, all roommates are entirely responsible for the rent. We prefer one payment for the entire rent. You must work it out between yourselves as to how you get the rent payment to us; for example, there are times when one roommate may pay more rent than another, if that roommate occupies a room that is significantly larger, but that must be worked out between roommates and is not handled by us. It is not our responsibility to intercede if one of you pays and the other doesn’t. This will simply be considered non-payment of rent, and both your names may appear on a notice and any possible eviction. The security deposit only is refunded when the entire unit is vacant, and no partial refund is given when one roommate moves out. If one roommate wants to leave and someone else wants to live in the unit, that person needs to apply as a tenant and be approved. If you and your roommate do not get along, we are not obliged to get your roommate to leave. Needless to say, it is important to know a person’s history of being responsible financially before agreeing to be that person’s roommate. It would be wise to see a potential roommate’s credit history before agreeing to share an apartment.

• I want to change the color of the paint in my unit and make other changes. May I do this?

  Generally, you may not make any material changes to your unit without prior written approval from us.  If you do, you are expected to return the rental in the same condition you received it as you moved in. Applicable charges will be made at your move out and you may end up with a large balance due if your security deposit is not sufficient to cover the cost and damages. Please refer to your lease agreement.As part of the lease agreement, renovations made by a tenant are only permissible with written approval by us. You may, of course, hang paintings of your choice on the wall, provided you repair the holes upon moving out. This rule against renovation without permission applies to all renovations, including changing your carpeting or other flooring, installation of built in appliances, etc. Please do not affix a satellite dish or other antenna to the roof or balcony, without acquiring permission first, as you will be charged for any damages.