Cortland, we understand that maintenance issues can pop up anytime
– not just during office hours. That’s why we offer a service
guarantee that ensures you’re taken care of – anytime.*
Our promise is simple: if we don’t resolve your routine service
request within 48 hours, seven days a week, you will live rent-free
until we fix the issue.
Here’s how it works:
- Submit a service request for your home – anytime, anywhere –
using your online portal or your community’s 24/7 service hotline.
Our clock starts the minute you submit your request.
- Just let your management team know in writing if we have not
solved your problem within 48 hours. We’ll gladly compensate you
with a rent credit for each full day after you notify us, until the
original request is resolved to your satisfaction.
- The guarantee only applies to what we can directly control,
which doesn’t include vendors, contractors, or resident-caused
damage. For that reason, the following requests are not covered by
- Wall/ceiling repairs and/or painting
- Flooring repairs or replacement
- Exterior repairs, like windows, siding, roofing, etc.
- TV, internet, or utility services
- Pest management services
- Repairs that require special-order parts
- Any damage caused by residents, occupants, or guests
Also, for everyone’s safety, our guarantee does not apply in
situations when we have to delay a service due to the
currently not applicable at select communities in metro
- Your pet wasn’t secured in your home
- There were minors at home without an adult present
- We were unable to access your home (e.g. lock changed)
- Natural disasters or severe inclement weather occurred