Maintenance Form
For all maintenance related emergencies that pose a danger to life/health or emergencies that may result in significant immediate damage to the rental property, please dial 9-1-1 immediately.
The vast majority of maintenance requests are not emergencies. An emergency maintenance issue is defined as anything that endangers life or potentially poses significant damage to the property if not corrected immediately. Examples of an emergency include fire, flooding, electrical problems and gas leaks.
Regular business hours for Ace Rental Management are 9:00am to 5:00pm Monday through Friday. Routine maintenance will typically be scheduled between the hours of 8:00am and 5:00pm Monday through Friday.
Before calling Ace Rental Management:
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Determine if the maintenance issue is an emergency or a non-emergency.
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Emergencies causing immediate danger to life or health, call 911
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Emergencies involving fire, call 911
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Emergencies involving intrusion or burglary, call 911.
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Emergencies involving gas, call the gas company and if necessary 911
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After contacting the appropriate emergency responder/dispatcher, then call the Ace Rental Management office and report the problem. In the ebent of an emergency, listen carefully to the messages and prompts because simply leaving a message for Maintenance after hours will not reach anyone until the next business day.
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Emergencies such as broken pressurized water piping or situations where sewer piping is spilling onto the floor, turn off the water main to the house then call Ace Rental Management, 409-729-1368, and listen for emergency instructions.
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The Maintenance Emergency prompts will guide you to the point where you will be required to leave a message on a phone that is NOT monitored by a live person. Leave a detailed description of your problem along with your name, address and phone number. One of our staff members will return your call or have an appropriate vendor contact you.
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If the maintenance issue is not an emergency, check to see if you can determine the cause of the problem.
The following are NOT emergencies:
- An emergency is not a failed or failing refrigerator/freezer, broken dishwasher, minor water leaks, a local electrical outage, a local water outage, etc.
An emergency is NOT Air Conditioning, but Ace Rental Management recognizes this is important and will make it a priority with vendors to have the AC working as soon as is possible. Bear in mind that during the peak summer time, AC vendors are typically booked 3 to 5 days into the future due to the number of system failures that occur during this time of year. This means that any request that comes in will have to get in line for service during this time of the year.
The tenant does not have to be home for one of our vendors to enter the property and perform necessary maintenance work. If a tenant insists on being home while the vendor is performing the work, a service fee of $35 will be assessed to the tenant to cover the costs of making such arrangements with the vendor.
A fee of $50 will be assessed to the tenant if any of the following occur:
- A tenant makes an appointment or agrees that they will be home at a specified time to let a vendor in but fails to be at the property at the scheduled time.
- There is a dog in the rental unit that is not restrained.
- The key to the property does not work due to changing of the locks by the tenant.
The Routine Maintenance Process:
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Work order request forms can be filled out electronically on our website or complete a hard copy form which is available in our office.
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Once the request is reviewed within our office, one of our staff members will contact you about your maintenance issue. Depending upon the nature and urgency of your maintenance issue, it may be 1 to 2 business days before someone calls you back.
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Your maintenance request will be prioritized based on several factors that include urgency, critical nature of issue, other maintenance requests that are being addressed, etc.
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We do issue keys to vendors that need access to your rental unit for the purpose of making repairs.
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Remember, this is a NON-EMERGENCY item and in most cases it will not be taken care of immediately.
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If you insist on being present while the repairs are being made, there will be a $35 charge for a specified appointment time with one of our vendors. In these cases, it is critical that you be home when the vendor arrives as they will not have a key to enter your property. Your failure to meet the appointment schedule if one is set will mean that a no-show fee of $50 will be charged to your tenant ledger.
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If you do not hear from our office within 3 business days of submitting a written maintenance request, call our office and inform one of our staff members that your maintenance issue has not yet been scheduled.
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An Ace Rental Management staff member will find out the cause of the delay, and then inform you when to expect the work to be completed.
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After a repair has taken place, if you have trouble, call our office and state you had a recent repair but there is still a problem.
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A recent repair is defined as being during the last 60 days and pest control work means within the last 30 days
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If you fail to report an unsolved recent repair, and there is further damage or expense, you may be responsible for the cost, per your rental agreement.
Please remember the tenant is fully responsible for:
Door locks and associated keys, Mailbox locks and associated keys, Smoke Alarms, Damaged or missing screens, Extermination (inside and outside), Garbage disposal related backups, Plumbing backup caused by the tenant or one of their guests, Broken windows, Garage door opener transmitters, AC Filters, Lawn care.
If the maintenance request is to fix something that was due to damage caused by a tenant or one of their guests, the tenant will be charged. If you have questions about what may or may not be a tenant responsibility, please call us at (409) 729-1368.
