General FAQ's
Explained
911 Emergencies
If you have a life-threatening emergency, call 911.
If there's fire at the home or property, call 911.
After you call the authorities, call us and press the option for Maintenance Emergencies
Appfolio
Online Portal Login
https://yourrentalhome.appfolio.com/connect/users/sign_in
Online Portal Overview
https://www.appfolio.com/help/online-portal
Request new login
https://forms.wix.com/f/7206369161948168458
Be Kind
We are committed to providing all tenants with professionalism, kindness, and respect.
We expect the same values in return.
IMPORTANT: Lease renewals are not guaranteed and are offered at our discretion.
Bidet
We do not allow bidets in any of our properties.
Blue toilet tablets
Please do not use chemicals in toilet tanks, as they can damage parts and cause leaks. If the toilet breaks or leaks and we find chemicals in the tank, the repair cost will be billed to the tenant.
Contact your team
We have a team to help you. How you contact them depends on what you need help with.
COVID 19 Rent Relief
Tenants are welcome to apply for COVID 19 Rent Relief. However, the payments must be made directly to the Tenant. Manager does not get involved in the process. IMPORTANT: This is a slow process. Rent is still due on time. Late and Evictions procedures still apply.
Fireplace
If the home has a fireplace, it is for decoration only. Although we recommend making repairs, they are up to the landlord.
Fixing gas leaks can be expensive, so if the cost is high, the landlord might choose to turn off the gas instead of repairing it.
For wood-burning fireplaces, if major repairs are needed, the landlord might decide to prohibit use of the fireplace, not make repairs, and remove the fireplace entirely during the next turnover.
Illegal Activity
If you witness illegal activity on or near your property, call 911.
We have a zero tolerance policy for any illegal activity. Our employees are "Mandatory Reporters" and are required to report any criminal activity to the local law enforcement agency. We recommend you do the same.
Internet, cable & satellite
Wiring must go through an interior wall and end in a receptacle with a wall plate.
Residents are not allowed to install satellite dishes anywhere on the Property.
Drilling into brick to attach anything is strictly prohibited.
Do not drill holes in the floor for wires or anything. If the Tenant modifies the flooring for wires, they will be required to pay for new flooring, and installation for the entire room. If the floor covering material can't be perfectly matched, then all floor coverings of the same type in the home must be replaced.
Lost keys
We rekey the locks between tenants and provide you with two keys. The only extra keys are stored in a lockbox attached to the property.
If you lose your keys, call the emergency line to get the lockbox code. Make a copies and return them to the lockbox. If the keys aren't returned when we arrive on our next trip, you'll be charged for the time wasted on the trip.
If the keys are not available within 24 hours, we must change the locks and bill the labor and material to your account, which is around $150 per door. See Home Depot for the current cost of Kwikset Smart Locks with matching type and quality.
Maintenance Checklist
We are responsible for presenting the you a home in great condition. You are responsible for maintaining and returning the home to us in this condition when you move-out.
If you find any issues during the move-in, let us know, and we will fix them and bill the previous tenant.
Natural Gas
If you smell gas, call the gas company.
SIGNS OF A GAS LEAK
Gas leaks are extremely rare and can be caused by excavation damage, material defects, corrosion, worker error, or events of nature. It’s extremely important to recognize the signs.
Your sense of smell should not be the only thing you rely on for detecting gas leaks. Test your carbon monoxide detector monthly.
RECOGNIZE THE SIGNS BY:
Bubbling earth or water, dirt blowing into the air, frost ball in an open field, dead/dying or discolored vegetation, sinkholes, or exposed pipes.
Strong, unusual odor resembling rotten eggs, a skunk, or a dead animal. Hissing, roaring, or bubbling from the ground or water.
SMELL GAS?
If you smell a faint whiff of the odor and cannot find the source:
Take no chances. Have everyone leave the affected area immediately!
Move away from and upwind of the suspected leak or smell.
After leaving the area, to another location or neighbor’s house far from the suspected leak or smell, call the gas company or 911.
DO NOT: Operate electrical switches, electronics, home phones, cell phones, or anything that produces a spark.
DO NOT ignite an open flame.
The gas company will advise what needs to be done next.
DO NOT:
Smoke, strike a match or lighter
Operate lights, electric switches, appliances, flashlights, etc.
Pull plugs from outlets
Use a telephone or cell phone
Start any mptor vehicle in the area of the potential leak
Attempt to find the source or fix the suspected leak
HOW TO DETECT CARBON MONOXIDE
Carbon monoxide, or CO, can form when fuels like charcoal, coal, gasoline, kerosene, natural gas, oil, propane, and wood are burned without a sufficient supply of air. An awareness of what produces carbon monoxide can help protect you and your family.
It is the tenant's responsibility to make sure there is a working carbon monoxide detector in your home, periodically check the battery, and submit a maintenance request in Appfolio if the detector is non-functional or missing.
The best CO prevention is an inspection by a trained service technician. The utility companies have trained service technicians who can check for CO and look for the source at no cost to you. Call today to schedule your carbon monoxide check.
CARBON MONOXIDE EFFECTS
The early effects of carbon monoxide exposure mimic the flu. Look for warning signs of headache, nausea or vomiting, dizziness, disorientation, muscle weakness, or fatigue.
If the "flu-like" symptoms are not accompanied by fever, or if everyone in the family is ill, or if the symptoms disappear when you leave the house, you may have a carbon monoxide problem and must call the gas company immediately.
PILOT LIGHTS
Call the gas company if you need your pilot light needs to be lit. They will usually perform a quick safety check before they light it for you.
The flame in gas appliances (excluding gas logs) generally should be blue, possibly with flecks of orange. If the flame is mostly orange or yellow, call the gas company.
Keep flammable liquids away from pilot lights. Unseen vapors from flammable liquids like gasoline or kerosene can catch fire. They are heavier than air and can move along the floor a good distance from the original source by air currents coming from other rooms. Active pilot light on an appliance can provide an ignition source for these vapors.
NSF
$30 NSF Fee will be added to any payment returned for Non-Sufficient Funds regardless of the reason including, but not limited to, entering incorrect banking info when paying online. If your payment goes NSF after the 5th of the month, the 10% late fee will be applied.
Oxygen Safety
CONSULT AN EXPERT
TENANT IS RESPONSIBLE FOR SAFE USE OF OXYGEN
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Safety precautions
Follow these safety precautions when using oxygen from any source (oxygen tank, oxygen concentrator, portable oxygen, etc.)
Notify the fire department and the electric company that you are using oxygen.
Place “Oxygen in Use” signs in visible areas.
Never place the tank or machine near an open flame (e.g., matches, lit candles, a stove in use). Keep the oxygen tank at least six feet away.
Always turn your oxygen off when not in use.
Always check the oxygen levels on your oxygen tank. This includes the backup tank as well as the tank that is in use.
The oxygen backup tank should be stored lying flat (or upright and secured) and in a safe, well-ventilated place.
Check the oxygen tubing for cracks and leaks.
Never smoke when the oxygen source is in your residence. Do not allow anyone else to smoke. Always have a “No Smoking” sign posted in a visible spot.
Do not use your oxygen within six feet of electrical appliances, especially stoves, heaters, toasters, or hair dryers.
Do not use your oxygen in an area where combustible materials, such as oils, greases, aerosol sprays, lotions, or solvents, are present.
Do not use petroleum-based products while oxygen is in use. Avoid the use of products that contain alcohol (e.g., skin products).
Call the medical equipment provider for service or any questions you might have.
Have fire extinguishers on hand.
Safety tips when using an oxygen concentrator
Review the general guidelines in addition to following these reminders:
Do not use an extension cord with the concentrator. Plug the concentrator into a grounded electrical outlet.
Do not plug it into an outlet used by other appliances.
Never place anything on top of the concentrator, such as drinks, plants, or books.
Never place the concentrator against the wall, curtains or furniture, or in a closet. Room air must freely flow into the unit.
Check the alarm unit regularly. This can be done by pulling the plug and listening for the alarm tone.
Inspect the filter for the oxygen concentrator regularly. Report any concerns to the vendor listed on the concentrator unit.
Safety tips when using an oxygen tank
Specific safety rules apply WHENEVER you use oxygen from a tank. Review the general guidelines for using oxygen safely in addition to following these reminders:
Check the gauge to confirm the correct flow of oxygen. Check the amount of oxygen available if you are using oxygen from a tank.
Turn the gauge to begin the flow of the oxygen and adjust the flow.
Rent Ready Inspections
The goal of the Rent Ready Inspection is to minimize vacancy during turnover. Once a move-out notice is received, we inspect the home with the tenant to identify repairs that need to be addressed before move-out. This increases out chances of having the home in a "Rent Ready" (move-in) condition the day after they move out.
Rent Ready
A property is considered to be "Rent-Ready" when:
All items on the Maintenance Checklist have been completed and
All tenant caused damage has been repaired.
In other words, "Rent-Ready" means that the next tenant can move in, without us returning to work on Checklist Items or repairs.
To help you achieve this during your Move-Out, we do a Rent Ready Inspection 7 days before your Move-Out Inspection.
Service Animals & ESA's
Safety
Manager can deny an ESA if they pose a safety threat.
How to add
For the safety of our maintenance team, Tenants must disclose each Service Animal / ESA by submitting a Request Form using the link below & upload the following documents:
Letter from License Mental Health Professional (ESA's only)
Reasonable Accommodation Form (ESA & Service Animals)
Verification
We will:
Verify the mental health professional is licensed through the state's online license search, etc.
Call to confirm that their office completed the form.
Request Form
Use the Add Pet Request Form for simplicity:
Shared Documents
When it's necessary to share a document with a Tenant, Manager will upload the document to the "Shared Documents" tab in Appfolio. The Tenant will receive a text notice to login and view the document.
Storm doors are disabled
Storm Doors are intended to protect the front door from the weather. Not to be used as a security door.
Storm doors are costly to rekey, so keys are not provided.
We disable the lock whenever possible, so you don't accidently lock us out.
If the lock has not been disabled, Tenant agrees to not lock the storm door from the inside as this will prevent Manager from accessing the property which is a Lease Violation.
Smoke Detectors / Carbon Monoxide Detectors
Test all smoke alarms at least once a month by press the test button to be sure the alarm is working. If it is not working, submit a maintenance request to get a replacement.
Tenants are responsible for changing batteries in all smoke and carbon monoxide detectors at least twice per year.
Text Notifications
Primary response method
Text is our primary means of notification because we've discovered that many tenants don't check their email and therefore don't read the notifications.
Texts will come from (650) 399-9664
This is not a cell phone. It's a feature in Appfolio.
This is a "NO REPLY" number so if you reply, we will not get the text.
Examples of notices & reminders:
Maintenance
Renters insurance expiration
Lease renewal
Late Rent
Evictions
Do not block
Your lease agreement requires you to keep text communications open. Don't reply with "STOP" because it will block all texts, not just one particular type.
How to unblock
To reactivate text notices, you have 2 options:
Text "START" to (650) 399-9664 or
In Appfolio:
Click Account Profile
Under the Contact Preferences section
Select Mobile push notifications
Click Save
Trampolines
Trampolines are strictly prohibited on all properties we manage.
Tips / Gratuities
Employees are not allowed to accept tips, discounts, food, or gratuities of any kind.
Utilities disconnect warning
Do not turn off utilities until the day after the lease expires.
LEASE VIOLATION
$100 Lease Violation Fee +
Cost of the utilities +
$20 Billing Fee is per bill.
PROPERTY DAMAGE
Bad things happen when utilities are off:
FREEZER DEFROST: Melting ice leaks onto the floor. This can ruin hardwood and Pergo in just a few hours. The repairs can cost thousands.
FREEZING PIPES: Without heat in the winter, pipes will freeze and burst. This can flood the home and ruin cabinets, flooring, etc. Repairs can be $10k to $30k. We've seen it happen.
HUMIDITY: The AC is a dehumidifier in the summer. Without the AC, humidity will increase and mold will start growing in just a few days. This is called a "Humidity Bloom" which is the sudden growth of mold within a living space due to the elevation of indoor relative humidity at or above 60 percent relative humidity for a period of time greater than 72 hours.
You will be responsible for the cost to repair all damage associated with the lack of utilities. Tell us if you have to leave before your move-out inspection.
Utility companies
Coming soon
Vehicles
DEFINITION:
"Vehicles" are defined as automobiles, trucks, motorhomes, all terrain vehicles, recreational vehicles, watercrafts, trailers, lawn mowers, and anything else that has, should have, connects to, or was originally manufactured with a motor.
COMMERCIAL VEHCILES:
Vehicles used, insured, or registered for commercial use or vehicles that display commercial placards or wraps are expressly prohibited from being operated, stored, or parked at Property for any length of time.
REPAIR WORK:
Resident must keep vehicles and equipment in good working order, including but not limited to preventing oil from leaking from vehicles and equipment. It is Resident's responsibility to clean driveway and garage should any oil leak exist. Residents are not allowed to make repairs on Vehicles & Equipment on Premises including, but not limited to, changing vehicles motor oil.
DISABLED VEHICLES:
Disabled vehicles and equipment are not allowed to be stored on Premises. Manager may have a vehicle towed with a 10-day notice, under the following circumstances:
Flat Tire, unable to operate under its own power, or missing or broken windshield
Missing fenders, bumpers or other body parts
Any vehicle not in compliance with all applicable local or state laws relative to titling, licensing, operation, and registration for more than thirty (30) days.
PARKING & TURN-AROUND:
Resident will park on the property at the Resident's own risk.
Parking is only allowed on designated parking areas.
Resident will not park or operate vehicles lawn (other than lawn service equipment).
Empty trailers may be parked in the back yard but only if there is a privacy fence.
Disabled vehicles must be parked in the garage or removed from the premises.
In the event fines are imposed by the Home Owner Association, resident is responsible for paying them.
USE & NOISE:
Resident will not operate vehicles not licensed for highway use in the neighborhood.
Resident will not "Rev" motors, run equipment motors, perform maintenance on equipment or otherwise use equipment in a manor that becomes a nuisance to the neighbors.
Equipment must be registered to the Resident and insured in the Resident's name.
Vehicles will not be used as additional or temporary living quarters.
Manager reserves the right to withdraw permission for the storage of equipment at any time during the lease.
Video Inspections
We complete video inspections during move-in, major repair work, and move-out.
The videos are stored on YouTube as "unlisted" so the general public can't view them.
Working from home
The only work that may be done from home, is office work like sales, clerical, data processing, and computer work. If approved by Manager, Resident must comply with Homeowner Associations Conditions, Covenants, & Restrictions and federal, state, and local laws and regulations governing the use of the Property and agrees to abide by these rules:
Resident is responsible for maintaining the necessary permissions, licenses, and at a minimum Commercial General Liability or Business Owners Package; Workers Comp if the business has employees; and other policies and endorsements as required by the Manager at the manager.
The Resident will provide the Manager with a current certificate of insurance listing Manager as Additional Insured with a copy of the endorsement on all insurance policies just like Manager required for contractors.
The Resident must provide the above at the time of each policy renewal or cease business activity immediately upon expiration of the documents on file even if the insurance policy has been renewed. Failure to provide a certificate of insurance renewal will result in a $100 No Insurance Fee being charged to Resident each month until Resident vacates or shows proof the business was closed with the IRS or Secretary of State.
UNAUTHORIZED BUSINESS ACTIVITY
The Manager does not allow the following industries or types of the business unless the duties performed are strictly clerical, no clients or co-workers or employees visit property:
Agricultural and animal agriculture industries
Animal breeding, kennels, or pet sitting
Any business that uses Highly Hazardous Chemicals, Toxics and Reactives as defined by OSHA (Occupational Safety and Health Administration).
Automotive
Child services of any kind including but not limited to education, daycare, or childcare.
Counseling or therapy
Hospitality
Manufacturing
Massage or physical therapy
Nursing, hospice, adult daycare, or any other caregiving.
or any other business where clients, co-workers, or employees conduct business at Premises.
No door-to-door soliciting in the subdivision will be allowed and no advertising signs shall be posted on the Premises or in the Neighborhood.
Advertising or flyers of any kind may not be posted or distributed in the Neighborhood or placed in or posted on mailboxes.
Violating this policy will result in a $500 Lease Violation Fee billed each month until the business activity ceases or the eviction is processed and manager has possession of the property
Washer/Dryer Rental
Pictures of washers and dryers in the rental ad pictures do not mean they come with the home.
We have a small inventory for rent. Delivery/installation and uninstall/removal are billed to the Tenant. See Hourly Rates.