Frequently asked questions

How do I get started as a new customer?

Call, text, or use our contact form to get started. To set up your client file, we’ll need:

• The full name of the person or business responsible for payment
• Their physical address, email address, and phone number
• The rental property address
• Tenant contact information, if needed for scheduling

Can I request several repairs for the same visit?

Yes. We encourage you to send us your repair list so we can plan the work together.

Can you help get a rental ready between tenants?

Yes. We handle repairs and maintenance between tenants to help get the property ready for the next move-in.

How do you charge for repairs and larger projects?

Small repairs, such as replacing a door lock, are usually billed hourly per technician, with a one hour minimum. Partial hours are rounded up to the next full hour.

Work orders also have a dispatch fee, charged once per technician for the whole job.

Larger projects are priced by estimate and don’t have a dispatch fee.

What time is billable on hourly work orders?

Billable time starts when the technician arrives and ends when they finish and leave the job site. If needed parts or equipment aren’t already in the van, time spent shopping and traveling to the store and back is also billable.

Do you charge for estimates?

No. Estimates are free.

What payment methods do you accept?

We accept ACH transfers, personal and business checks, Zelle, cash, and credit cards. A 3% processing fee may apply to credit card payments.

When is payment due?

Payment for work orders is due upon receipt of the invoice. Payment terms for larger projects are discussed individually based on the project.

How soon can you schedule work?

Scheduling depends on the urgency of the job and our availability. For urgent issues, we try to get there the same day or the next business day. Sometimes we can arrange a Saturday visit.

During especially busy periods, nonurgent work orders may be scheduled up to two weeks out.

Can I contact you about an urgent issue after hours?

Yes. You can call us about urgent maintenance issues after hours. We assess the situation over the phone first. Some issues can be resolved that way, while others can wait until the next business day.

After hours visits are considered case by case, depending on the urgency and technician availability. An immediate visit isn’t guaranteed.

For a fire, suspected gas leak, or immediate danger, get to a safe location and call 911 first.

Can you help troubleshoot an issue over the phone?

Sometimes we can troubleshoot directly with the tenant over the phone. If we resolve the issue that way, there’s no charge.

Does anyone need to be at the property while you work?

No. Owners, managers, and tenants don’t need to be there as long as we have written consent to access the property and clear entry instructions. We’ll contact you if we need your input or approval.

Can you work in an occupied unit if only minors are home?

No. If minors are home, an adult must be present. We can’t enter or work in the unit when minors are there alone.

Do pets need to be secured before a technician arrives?

Not always. Please check with us before the visit if you’d like to leave pets loose. Many of our technicians are comfortable around pets, but some have allergies or aren’t comfortable around dogs.

What happens if you find additional problems during a job?

If unexpected work goes beyond the agreed scope or spending limit, we usually pause and contact you to explain what we found and discuss next steps.

If there’s an immediate safety concern or ongoing damage, we may take steps to limit the problem before contacting you. Major repairs still need your approval.

Can you handle additional repairs during the same visit?

When additional work fits within the agreed scope and spending limit, we can address it during the visit. Taking care of it while we’re there can be more efficient than stopping and returning another day. If it goes beyond what we agreed, we contact you first.

How will I know when the job is finished?

We let you know by text or email. The invoice usually includes details about the issue and the work completed.

Do you provide photos of the work?

We take photos when possible and keep them for our records and future reference. We don’t routinely send them, but you can ask for any available photos.

What if the work needs a specialist?

We’ll help you figure out the next step. We usually have a partner we can turn to for work outside our scope. We’ll explain what’s needed, discuss your options, and help where we can so you’re not left to sort it out on your own.

Can I supply my own parts or materials?

Yes. Please make sure they’re suitable for the job and ready when we arrive. We may decline to install items if we have concerns about their quality, condition, or suitability. We’ll explain those concerns and discuss alternatives.

If you’re unsure what’s needed, we can source parts and materials as part of the work.

What if I have a question or concern about completed work?

Contact us through any of our usual communication channels. If we need more information, we’ll call to make sure we understand your concern. If we can’t answer right away, we’ll look into it and get back to you.

What does rental property maintenance include?

Rental property maintenance is a broad topic. Even when the tasks seem similar, what’s needed depends on the property and its location. Contact us with your concerns, and we can help you figure out the best next steps.

Do you offer seasonal or preventive maintenance?

Yes. We’re flexible and can tailor the work to what you and your property need.

What should a rental property maintenance checklist include?

The checklist depends on the property and the season. Different times of year bring different maintenance needs, so the list should reflect what your property needs at that time.

How often should rental property maintenance be scheduled?

It depends on the property, the season, and the equipment. Plan seasonal tasks ahead of time and follow manufacturer recommendations for equipment maintenance. If a new problem comes up, contact us so we can assess its urgency and schedule the work.

How can I avoid expensive repairs on my rental property?

Keep up with preventive maintenance and schedule inspections at the right times for your property. Catching small problems early can help prevent further damage and more expensive repairs later.