FIRST RENT will handle your requests in the order that they are submitted. Before signing in and submitting a repair request in the Resident Center, carefully read the troubleshooting guidelines below and the response time for each repair category.
FIRST RENT may charge tenants for a service call if the service vendor determines the tenant failed to perform routine maintenance tasks as outlined below or negligence.
1. PLUGGED Toilet
- Plunge and test.
2. LEAKS: Plumbing or Fixtures
- Turn off the water fixture, turn off the water at the supply line and notify FIRST RENT immediately.
3. Smoke Detector Won't Work When Tested
- Test with approved smoke detector smoke sprays, replace the battery.
4. Smoke Detector Beeps
- Replace the battery, check for proper wire termination connection.
5. No Power to Plugs or Switches
- Check and reset breaker panel or replace blown fuses.
- Check and rest all GFIC outlets (kitchen, bathrooms, utility rooms, and garages).
- Check if the plug works off a wall switch.
6. No Electricity
- Check all breakers - flip them hard to the OFF position and then hard to the ON position.
- Check all GFICs in all bathrooms, kitchens, laundry room, and garage.
- Replace any blown fuses.
- Call FIRST RENT.
7. Garbage Disposal Doesn't Work
- When powered ON, do you hear a humming sound?
NO - press the reset button underneath the garbage disposal and test.
YES - first, turn off the disposal and unplug it from the wall.
- Second, look for a garbage disposal wrench (or Allen wrench).
- Third, put the wrench in the center shaft underneath the disposal, and twist back and forth (this clears the jam inside the garbage disposal).
- Fourth, remove the object that is causing the obstruction, turn it back on, and test.
- Lastly, keep repeating until you have removed the object.
8. No Hot Water
- Check the thermostat on the tank for proper temperature and not set to the VACATION setting.
- Check and reset breaker in power panel.
- Check and reset the button next to the thermostat.
9. Water is Too Hot
- Check the thermostat on the tank and turn down the temperature setting.
10. Dishwasher Won't Drain
- Try cleaning all food and debris out of the bottom of the dishwasher drain.
11. Dishwasher Grinds or No Water is Coming In
- Turn off. If there is no water on the bottom, pour two large glasses of water into the bottom and re-start. If the problem continues, call FIRST RENT and discontinue use.
12. Refrigerator is Too Warm or Too Cold
- Check for the correct thermostat setting in the refrigerator.
13. Water Drips from Freezer into Fridge Compartment
- Remove all food and store it in a cooler.
- You will need to turn OFF the refrigerator and allow it to defrost thoroughly.
- Turn the fridge back on and replace food.
14. No Air Conditioning
- Check all circuit breakers.
- Clean and replace filter and test.
15. No Heat
- Check the thermostat.
- Check that furnace covers are in properly.
- Locate a light switch in or near the furnace room and flip to the ON position.
- Has the furnace filter been replaced recently?
- Is the filter dirty?
- Did you pay your utilities or issue an order to disconnect the utility?
RESPONSE TIME GUIDELINE
Class I: Emergency Maintenance
What is an Emergency? Anything relating to the property under the lease that is threatening to life, health, or the property, such as:
- Fire - immediately call 911;
- Gas odor - immediately call the gas company;
- Flood, sewage back-ups, broken water pipes, tree falling on the house.
Target: 5 to 8 hours
The following are not emergencies:
- Refrigerator out;
- Locking yourself out of the house;
- Power or gas off;
- Oven not working;
- Water heater out.
These issues may be inconvenient, uncomfortable, and aggravating, but they are not emergencies. FIRST RENT or Owner is not liable for food loss caused by appliance breakdown or damaged belongings due to water leaks. Would you please make sure that you have adequate renter's insurance to cover unforeseen personal losses?
Class 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.
Class III: Normal Maintenance
- Appliance repair;
- Garage repairs;
- Leaky faucets.
Target: 4-8 business-day service
Class IV: Non-Essential Maintenance
- Fence repair;
- Gutter cleaning.
Target: 30-day service
Class V: Not a Habitability Issue
Examples include window screens, broken lattice, power washing, broken window shade, broken tree limb, missing door stopper, missing doorknob, all light bulbs including stove, chandelier, refrigerator, and fireplace gas keys.
Target: Point these items out during the next property visit or bring them up at lease renewal. These items may not be approved for repair by the owner.
IMPORTANT! To expedite work order requests must be submitted through the Resident Center.
Vendors usually contact tenants within 48 hours, or sooner for emergencies, to schedule an appointment. We will send an email confirming your submitted maintenance request, along with the assigned vendor's contact information. Please get in touch with the vendor directly if you have not heard from them within 24 hours.
Homes under a builder's warranty may take longer than seven days. Unfortunately, warranty vendors are under contract with the home warranty company, not with FIRST RENT or the property owner.
FIRST RENT will charge tenants (including trip charges) account for:
- Misuse such as clogged garbage disposal, toilet and abuse of appliances.
- If the repair is your responsibility per the lease agreement.
- If you miss an appointment with a vendor or FIRST RENT.
- If you refuse or restrict access to the premises when requested;
Additional charges may apply.
To ensure timely and accurate service:
- Be as specific as possible – include room location.
- Tell us what you have already done to try and fix the problem.
- Provide community gate code/ or alarm code (if applicable).
- For appliance problems, include make, model, and serial number.