What if there is an emergency? Whom do I call?
What we constitute an emergency is a fire, flood, gas leak, domestic issue, etc.
Your first phone call should be to the appropriate civil authority or service
provider. If there is smoke or fire, call 911. PG&E should be called for any
potentially hazardous gas situation at (800) 743-5000. They provide 24-hour
service for emergencies. Any domestic dispute, disruption, or safety concern
should be brought to the attention of the police, either by calling 911 or the
local police non-emergency number (provided in the first few pages of your local
phone book).
Urgent problems can be emailed in using the service form, or called in to our
service office at (530) 268-6462. This number provides a 24-hour voicemail and
is checked regularly. If you are ever in the situation where you need to call
the police, fire, or PG&E, we need to be notified as a secondary point of
reference.
If you have a burst sprinkler in the yard shooting water at 9 pm at night,
you will need to turn off the water to that sprinkler. If you are not
mechanically inclined, the closest available help would likely be a neighbor. We
recommend that all renters make some contact with their neighbors and get to
know someone close by. Most urgent problems can be addressed within 24 hours. We
do have after-hours staff though their availability is limited, and we can not
guarantee someone can be on site to immediately assist you.
If you have an emergency and need to speak to a live person, call (408)
685-8050. Please do not use this number unless you have first been unable
to reach the service office.
Notices
What is a 3-day notice?
A 3-day notice is filed when we have not received your rent check in a timely manner. Usually we will first attempt to contact you by email or phone before filing a 3-day notice. When the notice is filed, the tenant has three days to deliver the stated rent in the form of a money order or cashier's check. If rent is not received, an eviction may commence on day four.
Damage
My apartment was broken into. Will the owner pay for the damage?
Depending on the circumstances, usually the owner will repair damages to the building itself (ie., broken window, etc.). However, if any of your personal items are damaged or stolen, that would not be the responsibility of the owner. This is why we recommend to all renters they purchase renter's insurance. This will cover damage to personal property inside the unit. Cost of renter's insurance varies, but is very reasonable (ie., $15/month).
My ex punched a hole in the wall. How do I make them fix it?
Any renter is responsible for intentional damage. Regardless who caused the hole, it is ultimately the renter's responsibility to repair. We can put you in touch with a qualified professional who can repair the damage at a reasonable cost.
Security Deposit
Can I clean my unit when I move out so I get all my security deposit back?
We encourage renters who wish to do their own cleaning services to be as thorough as possible. However, when keys are transferred to our possession, about 50% of renter-cleaned properties are not cleaned to professional standards and require additional work. Most people do not have professional cleaning skills and it's very likely they will miss things that professional cleaners look for. Most often the missed things we note are inside kitchen drawers and cabinets, bathroom medicine cabinet or vanity, window tracks, spider webs, light fixtures, toilets, mirrors, refrigerators and ovens. Also note, if your carpet was steam-cleaned before you moved in (which is our policy), a hand-held steam cleaner or carpet shampooer does not yield professional results. A sanitizing cleaning job should be done, and a truck-mounted system is recommended.
Can I use my security deposit for last month's rent?
No. Your lease prohibits this. Your last month's rent (prorated if appropriate) must be sent in no later than the date specified on your lease-for most renters, the first of the month. If you do not pay rent a 3-day notice will be filed.
Roomates
My roommate is moving out and wants their half of the security deposit back. How can I get this from you?
Roommates are all equally responsible for the lease, but in the case of a security deposit, the occupancy is treated as a single entity. Unless all roommates move out of the property, the security deposit will remain in its entirety in the broker's trust account (or in the possession of the property owner). Roommates are encouraged to establish an internal agreement between the parties wherein each pays an equal share of rent, utilities, and security deposit and one roommate acts as the payor and submits one check on behalf of themselves and the roommates. This payor would then be responsible to handle the exit of one roommate and refund the appropriate portion of the roommate's security deposit directly to the roommate.
