Here’s how it works:
- Submit a service request for your home – anytime, anywhere – using your online portal or your community’s 24/7 service hotline. Our clock starts the minute you submit your request.
- Let your management team know in writing if we have not solved your problem within 48 hours. We’ll gladly compensate you with a rent credit for each full day after you notify us, until the original request is resolved to your satisfaction.
A few notes:
The guarantee only applies to what we can directly control within the apartment, which doesn’t include vendors, contractors, or resident-caused damage. For that reason, the following requests are not covered by this guarantee:
- Wall/ceiling repairs and/or painting
- Flooring repairs or replacement
- Exterior repairs, like windows, siding, roofing, etc.
- TV, internet, or utility services
- Pest management services
- Repairs that require special-order parts
- Any damage caused by residents, occupants, or guests
Also, for everyone’s safety, our guarantee does not apply in situations when we have to delay a service due to the following:
- Your pet wasn’t secured in your home
- There were minors at home without an adult present
- We were unable to access your home (e.g. lock changed)
- Natural disasters or severe inclement weather occurred
- A State of Emergency is declared at a State or National level