Everything isn't an emergency. We have established five categories of maintenance priorities and a target response time for each of them. Your requests will be handled in the order that they are submitted with the following response times as guidelines. Target dates will require our preferred vendors to reach you and for you to be available to allow access to the vendor at the property.
Category 1: Emergency Maintenance
Emergency defined: Anything relating to the property under the lease that is threatening to life, health, or the property. Fire (please call 911), flood, sewage back-ups, gas odors (please call the gas company), broken water pipes, tree falling on a house. Target: 5 to 8 hours
Note: during peak seasonal months, target response times for heat and air may be subject to delays due to contractor overload.
The Following are NOT Emergencies
Refrigerator out, locking yourself out of the house, power or gas off, a/c out and the property has two (2) a/c units, oven not working, water heater out. These issues may be inconvenient, uncomfortable, and aggravating, but they are not emergencies. PGMG is not liable for loss of food caused by appliance breakdown or for damaged belongings due to water leaks. Please make sure that you have adequate renter’s insurance to cover unforeseen personal losses.
Category II: Urgent Maintenance
Broken windows, plumbing repairs (Not clogged toilets. See notes below), loose railings, wobbly decks, electrical problems. Target: 2-4 business day service
Note: during peak seasonal months, target response times for heat and air may be subject to delays due to contractor overload.
Category III: Normal Maintenance
Appliance repair, garage repairs, leaky faucets. Target: 4-8 business day service
Category IV: Non-Essential Maintenance
Fence repair, gutter cleaning. Target: 30-day service
Category V: Not a Habitability Issue
Screens; broken lattice; power washing; broken window shade; broken tree limb; missing door stopper; missing doorknob; all light bulbs including stove, chandelier, and refrigerator; and fireplace gas keys. Target: Point these items out during the next property visit or bring them up at lease renewal time. These items may not be approved for repair by the owner.
Tenant Damages
Damages caused by abuse or misuse will be charged back to you. We will rely on the servicing contractor to tell us what caused the problem.
If plumbing is clogged due to items dropped in the toilet (toys, brushes, diapers, napkins, any personal items), clogged or misused garbage disposal, the cost of the plumber will be your responsibility (minimum $150). This is not considered equipment failure and you should do everything you can to handle these issues by yourself. Buy a plunger. Unless the contractor can prove it was not caused by you (i.e. roots in the system, pipe collapsed, septic tank backup), we assume it was caused by people, not by a defect of the property. Clogged plumbing is your responsibility.
If you schedule with the contractor after normal business hours, you will need to pay any after-hours premium charges. Our contractors work normal business hours and are only available after hours for true emergencies (and for additional compensation). They have families just like you and don’t want to be working evenings, weekends, and holidays.
If the contractor we send to the property tells us the maintenance is due to your negligence, such as crayons in your garbage disposal, toys flushed down a toilet, GFI switches not reset just to name a few, PGMG will notify you in writing and add the charge to your payment ledger. Failure to pay the bill will result in an outstanding balance on your account. This will need to be paid with your next rental payment.
704-566-3610
hello@pgmanagementgroup.com
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