I can’t login to my tenant portal.
If you’re not able to reset your password, please contact our office to ask for it to be reset.
How do I report a maintenance issue?
The best way to put in a service request is through the tenant portal. A video on how to do so that can be viewed here: https://youtu.be/eyKcsYfVFus
What if I have an emergency?
Our Emergency Maintenance Hotline # is 888.924.8952
Have you received my rent?
We encourage you to login to your tenant portal to verify payment/account status. The portal shows a running ledger and outlines all payments received. Keep in mind that a payment dropped off needs to be received and manually entered – paying online is a great way to reduce the risk of payments being received late! Here is a link to view how to set up automatic payments: https://youtu.be/F5Fxf5hxHB4
Why did I receive a late fee?
A majority of leases have verbiage on when and how late fees are applied. Our system automatically charges those fees when rent is not received by the day it is due (or after the grace period). Generally, a late fee of 5% of the rent amount is applied on the 6th of each month, and then $10 is added per day following until either the rent is paid or the late fee hits a maximum of 10% of the rent amount. Always check your lease contract for the specific late fee stipulation.
A utility reimbursement has been added to my ledger. Do I need to pay that right now?
Generally you are able to pay that amount with your next month’s rent payment. Late fees will not apply unless left unpaid after the following month’s grace period.
I‘m receiving emails there’s a balance on my account. Why?
Again, we would suggest you check out your ledger through your tenant portal as charges typically have notes about what it is for.
My rent payment was returned! What happened?
Our system only shows us if a payment is returned for insufficient funds or a bad bank account was entered. Outside of those items, you will need to discuss with your bank about the matter. It can take a few days to process a payment so it is wise to make sure funds stay in the account to cover the payment balance. If a payment is returned for insufficient funds, there will be a NSF fee charged to the account and this WILL NOT be waived.
My lease is coming up for renewal. What happens now?
We will communicate with the property owner to discuss whether they wish to renew the lease, as well as what rental rate they are willing to offer. If the owner wishes to renew the lease, we will send an offer with the new rental rate via email. If the offer is accepted, we will draft and send a new lease for you to sign electronically. After the current lease expires, the rent and any other terms will be updated and any new rate(s) will apply going forward.
If you do not wish to renew, the current lease will automatically convert to a month to month contract (possibly with a built-in rent increase), or if you intend to move out, we require a written 30 day’s notice to vacate.
I have keys or a payment to drop off. Where can I do that?
It would be best to make an appointment to drop off keys to one of our offices. For anything else, you’re welcome to walk in at any time. If our offices are closed, our Fairfield location has a dropbox next to the front door and our Sacramento location has a dropslot in the front door.
I moved out of the property. When should I get my security deposit?
Within 21 days, we will send a deposit settlement sheet and a check for any funds due. If the work cannot be completed within 21 days, we will send a Good Faith Estimate (GFE) outlining items that may be deducted with their associated estimated costs. If a GFE is sent out, a final settlement with a check for any funds due will be sent once the work is complete.
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