Routine service requests will be completed within 48 hours – guaranteed.
Routine service requests will be completed within two business days (Monday - Friday), guaranteed! If we’re late, write us about it and we will gladly compensate you with free rent for each full day after we receive written notice until the request is resolved.*
Routine service requests include the following items: interior electrical light switches and outlets, heating and air conditioning, water heaters, refrigerators, ranges, dishwashers, washers, dryers, garbage disposals, clogged drains, leaking plumbing fixtures and systems, door locks and viewers, window locks, smoke detectors and carbon monoxide detectors.
For us to keep our Express Service Guarantee to you, we must have access to your apartment during normal business hours. We cannot be denied access during or after the two business days following your service request. Additionally, your apartment and its contents must be properly maintained and you must be a resident in good standing.
This Express Service Guarantee will not apply if the service request is necessitated by damage or abuse that you cause to the apartment, appliances or fixtures. It will also not apply if we are required to hire outside contractors or order parts that are not in stock. Inclement weather, natural disasters and other emergencies that affect large numbers of residents will result in the temporary suspension of the Express Service Guarantee.
* Rent credits are calculated based on your base monthly rent amount (i.e., not including pet fees, utilities, garage fees or other monthly charges). A “full day” is defined as each calendar day commencing on the day after we receive written notice from you that the original routine service request was not satisfactorily resolved in two business days and continuing through the calendar day immediately preceding the day we satisfactorily resolve the original service request.