The information below is a bit detailed, but renting a home is a significant commitment. We’ve carefully included only the most essential details to help set clear expectations and ensure a positive experience for everyone. All applicants 18 and older should read this thoroughly before applying.
Our policies are based on years of experience and are designed to minimize misunderstandings and frustrations for our residents.
For any inquiries, including minor maintenance requests, application status, and application requirements, email is our preferred method of communication. If email isn’t a feasible option for you, please let us know.
If you plan to use a cosigner, they must submit a separate application and select "cosigner" as the applicant option.
- All properties are non-smoking indoors!
- Rent is late if not received by our office on the 5th of every month.Late fees will incur if received after this date.
- We do not accept cash for any payments at our offices. If you prefer to pay with cash, you can conveniently use our payslip method to take your cash to a participating location. Residents have the option to conveniently pay online, and this is our most utilized option for payments! All rental checks and money orders if not utilizing alternative payment methods must be mailed to our Wilmington office, located at 4002 1/2 Oleander Dr 1A, Wilmington NC 28403.
- We complete home visits for our managed properties up to quarterly on request of the owner, or as needed as soon as problems of any kind begin to occur. These home visits will also be held prior to all lease renewals and upon receiving notice to vacate.
- 05. Alterations to the home are not permitted without written consent from MoveZen. If you would like to make changes, simply ask, and we’ll be happy to attempt to seek approval from the homeowner. Review the lease for additional information.
- Residents are required to report any damage immediately. We will work together to resolve problems! Even if it is resident-caused damage, hiding issues is a great way to turn a small issue into a major one. We will assist you with getting repairs handled!
- Residents are responsible for all utilities unless they have received written notice otherwise!
- Residents are responsible for changing HVAC filters every 45 days. Our Resident Benefits Package will include filters that are delivered to you quarterly. Not changing HVAC filters on a regular basis can be one of the costliest repairs.
- Subleasing is NOT permitted under any circumstances without a signed agreement with MoveZen. Subleasing without MoveZen authorization has caused residents many problems in the past, and should be avoided for your sake at all costs.
- Do not touch up paint or use a magic eraser on walls, they typically cause more damage than help!
- Residents are responsible for confirming that they have functional smoke & carbon monoxide detectors with working batteries. Be sure to test the detectors every 30 days! Carbon monoxide detectors will only be needed if you have an attached garage, fireplace, or fossil fuels in the home.
- If the home was built prior to 1978, lead-based paint may be present. Your lease will have an addendum specifying if the owner is aware of lead-based paint presence, and you will be provided with this EPA pamphlet. Always ensure you are taking proper precautions!
- Approved applicant(s) will incur a $150 administration fee per home (not per applicant) for move-in processing on every new lease!
Your lease is clear that property management and the homeowner are not responsible for tenant negligence, or any damage to a tenant’s personal belongings, regardless of the cause.
This includes events like hurricanes—if the roof were to be damaged, the homeowner would still not cover your belongings.
Renter’s insurance is required and provides essential protection at a low cost. The key point is to not let it lapse because that's when disaster will hit.
We don't accept applications on a first come/first serve basis.
All complete applications (application fees paid, financial documents provided, ID copies provided) will be processed, no matter the order they come in.
For our company, the property owner will have the final say on applicant acceptance. This can lead to up to 48 hours needed for approval after receiving a fully completed application, though usually, we try to have a decision as quickly as possible!
Application fees are NON-REFUNDABLE from the time of submission.
Items considered before approval are credit, income, length of lease, move-in date, and the number of pets. Items like the number of vehicles, and types of vehicles (recreation, company branded vehicles) will also be taken into account, because Home Owner Association restrictions vary based on location.
When questions arise while preparing your application, or to check the status of an application, please submit requests by email whenever possible. During busy periods, this is always the fastest way to receive a response!Otherwise, once we have your information and/or request, we will get back to you as soon as possible.
Your lease start date must take place on a weekday!If you plan on moving in on the weekend, please be sure to access the property during normal business hours so we can assist you promptly if any issues arise!
If you receive conditional application acceptance
Congratulations! This means your application has been approved and we will hold the property for 24 hours, during which time you will need to handle two important matters:
01. Submit a list of upgrades/repair request (if Applicable):
Upgrades include things such as painting, new carpet, landscaping, second carpet cleaning, window screens, additional cleaning, pressure washing, installing ceiling fans or storm doors, etc.
While owners must repair critical broken items, we require owner approval to repair noncritical items such as ice makers, and these are not guaranteed. We must know what obvious repairs you require to proceed so we can seek owner approval. A good rule of thumb is that if you wouldn’t want to be charged for the repair after you leave, but require it to be addressed prior to moving in, include it on your list.
Once you've paid the first month’s rent/hold payment, you and our company have almost no leverage to motivate an owner to address these items!
02. Pay the First Month’s Rent/Hold Payment:
The first month’s rent/hold payment must be paid within 24 hours of application acceptance to secure the property!This can be completed online or via check if your move-in date is more than 7 days away, but the payment MUST be made within 24 hours of application approval to reserve the property.
The remainder of the move-in funds are not due until your move-in date, but if you intend on paying the remainder less than 7 days before move-in, this payment must be submitted via certified funds to our office location!
If you decide to not move forward with moving in after the move-in funds have been paid, only the first month’s rent/hold payment will be non-refundable.
Critical points
MoveZen is an agent of the property owner, therefore we are a middleman in the process.We cannot authorize repairs without express owner approval in most cases. We have a great track record of working through issues to the benefit of the resident, but in some instances, we are unable to. By law, we can be restricted. Unfortunately this is a well documented landlord friendly state. We do our best but the laws and lease are not written in a way that we can satisfy every expectation renters may have.
Your landlord is most likely a hardworking and honest individual. Please exercise the same respect you would want from someone if you owned the home, such as fully investigating a possible issue before we dispatch a handyman, or accepting minor wear. If we dispatch a vendor and they find a user error, the resident will be responsible for the service call. You would also be responsible for the service call if you fail to meet the vendor at the agreed-upon time.
Read Details About Our Role in This Experience
Submitting Maintenance Requests During Your Residency
- All non-emergency maintenance should be submitted via your online resident portal. This is the best way to ensure the request is promptly received and responded to!
- NEVER text, email, or submit online emergency maintenance requests after business hours! Our business hours are Monday - Friday, 9:00AM - 5:00PM. Any texts, emails, or online portal submissions received after 5PM will not be seen until the next business day! We do not want our residents to experience a prolonged resolution, so please be sure to CALL our office to report emergency maintenance!
- All maintenance other than what is deemed as necessary or urgent by law is a request. No maintenance items will be addressed without prior approval from the property owner! We will try our best to resolve every request that comes in, but understand that the final approval does not come from us!
Miscellaneous Issues & Security Deposits
Miscellaneous Issues:
Our apologies in advance if the below note does not apply to you, but we think it’s important to note for those who it does apply to:
MoveZen understands the rules of property management very well. Landlords expect that residents will follow the rules as outlined in the lease, as residents would expect owners to do the same.
If you have a history of landlord/manager problems, or think you will have an issue with keeping the unit in good condition or paying on time in full, it may be in your best interest to rent with another management company or landlord. Others may typically allow some flexibility, whereas we never do. Residents are frequently surprised at how fast, aggressive, and overwhelming our procedures are when it comes to non-compliance with the lease requirements.
Security Deposits:
MoveZen NEVER profits from security deposit charges, and we do not enjoy charging items against the deposit.We typically utilize independent vendors for most repairs, and the property owner has the option to repair items themselves if they wish.
We simply have a legal and ethical obligation to return the home to the owner in the condition we received it, exactly as you do. We will provide you with a move-out checklist prior to your move-out to ensure you know what to do to receive a full security deposit refund, and we are always here to help with any questions!
With this in mind, please be sure to complete your move-in inspection form within 7 days of move-in to document any pre-existing damage at the property to avoid being charged for those items at move-out!
Pre-Move-In Checklist
- Completed and Approved Rental Application
- First Month’s Rent/Hold Payment Paid within 24 Hours of Application Approval
- Signed Lease Agreement no later than 3 Business Days from Application Approval
- Renters Insurance Secured, Copy of Policy Provided to MoveZen
- Resident Responsible Utilities Connected with Utility Providers, Account Numbers provided to MoveZen
- All Move-In Funds Paid Prior to Move-In Date (Must be certified funds if moving in within 7 days and unpaid)
What Application, Move-In, and Monthly Fees Should Residents Know About?
Understanding Our Monthly Resident Benefits Package and Charges
Offerings rooted in 20 years of experience keeping residents happy!
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We are thrilled to be working with you, and would like to say thank you for considering us.
We realize that it’s early in the process, but in an effort to save time and ensure happy residents, we like to explain our procedures as soon as possible.
If you have any questions, let us know!
The Team at MoveZen Property Management