Before We Send a Vendor — Troubleshooting, Tenant Charges, and What to Expect

When you submit a maintenance request, our goal is always to get it resolved as quickly and cost-effectively as possible. Part of that means taking a few minutes to troubleshoot before we schedule a vendor visit — and sometimes asking you to try a quick step or two on your end first.

Here's why that matters, and what you can do in the meantime.

Not Every Request Requires Troubleshooting

Most maintenance requests go straight to a vendor — no troubleshooting needed. If you have a leak, a broken window, a sewage issue, or anything that could cause immediate damage or create a safety concern, we dispatch a vendor right away. No extra steps, no waiting.

Troubleshooting only applies to a specific set of common issues where the cause is frequently something simple — a tripped breaker, a clogged filter, a reset button that needs to be pressed. If your request falls into one of those categories, you will receive a troubleshooting email from us with a few quick steps to try first. If your issue is not in that category, you will not receive one and we will handle it directly.

If you ever feel your situation is urgent and you have not heard from us, do not hesitate to reach out.

Unnecessary Trips Cost Real Money

Vendor service calls are not free. When a technician comes out and discovers that a breaker needed to be reset, a utility was not connected, or a disposal just needed its reset button pressed, someone has to pay for that trip — and depending on the situation, that cost may fall back on you as the resident.

We are not trying to make your life harder. We are trying to make sure that if a vendor does come out, it is actually necessary — because that protects you just as much as it protects the property owner.

Basic Troubleshooting by Issue

If you receive a troubleshooting email from us, it will include detailed steps specific to your situation. Below is a general overview of the most common issues and what those first steps typically look like.

Power — Outlet Not Working or Partial Power Loss Check your breaker box first. Look for any breaker sitting in the middle position rather than fully on or off — that is a tripped breaker. Flip it completely off, then firmly back on. Also check for GFCI outlets (the ones with small Test and Reset buttons, usually in bathrooms, kitchens, and garages) — a tripped GFCI can cut power to multiple outlets in the area. Press Reset firmly until it clicks.

Full Power Loss Contact your electric provider before anything else. A full outage is most often a provider issue, not something inside the home. Check the number on your bill or look up your provider for your area. Also check your breaker box — locate the large main breaker at the top of the panel and any individual breakers that appear tripped.

No Water Call your water provider to check for a known outage or shutoff at your address. Also check the main water shutoff valve at the property — usually under the kitchen sink, near the water heater, or outside near the foundation — and make sure it is fully open.

Garbage Disposal Not Working Press the small reset button on the bottom of the unit underneath the sink before anything else. It trips automatically when the disposal overheats or gets jammed. Press it firmly until you feel it click, run cold water, and try again. Also check that the disposal is plugged in — the outlet is usually inside the cabinet under the sink.

Toilet Clogged A plunger is your first move. Make sure the cup forms a seal over the drain and use firm, steady plunges. Do not flush again until the clog has cleared. If the toilet is running constantly, remove the tank lid and check that the flapper at the bottom is seated properly — a flapper that is not fully closed will cause continuous running.

Slow or Clogged Drain Check the drain stopper or cover first — hair and buildup collect here most often. Remove it if possible and clean it. A drain snake or zip-it tool (inexpensive at any hardware store) can pull out clogs just below the surface. A baking soda and vinegar flush — half a cup of each, followed by hot water after 15 minutes — can also help with buildup.

Garbage Disposal or Drain — A Word on What Goes In We will just say it: our vendors have seen things pulled out of drains and disposals that have no business being there. Barbies. Hot Wheels. The disposal is for soft food waste only — no grease, bones, fibrous vegetables, or anything that belongs in a trash can. Drains are for water. If a clog or jam is caused by what went in, that is a tenant responsibility.

Smoke or CO Detector Beeping An intermittent chirp almost always means a low battery. Replace the battery — most detectors use a 9-volt or AA — and press the test/reset button for a few seconds after installing it. If the detector is hardwired, it still has a backup battery that needs to be replaced. If the detector is more than 10 years old and a new battery does not stop the chirping, let us know.

Dishwasher Not Starting Make sure the door is completely latched — dishwashers will not start otherwise. Check the breaker box and confirm the unit is plugged in (usually under or beside the sink). Many dishwashers also have a control lock that disables the buttons — look for a lock symbol on the panel and hold it for several seconds to disable it.

Refrigerator Not Cooling Check that the temperature settings have not been accidentally adjusted (refrigerator should be between 35–38°F, freezer between 0–5°F). Make sure the vents inside the unit are not blocked and that the refrigerator has a few inches of clearance from the wall. Check door seals — close the door on a piece of paper and if it slides out easily, the seal may need attention.

Thermostat Not Responding Replace the batteries first — a dim or blank display is almost always the cause. Make sure the thermostat is set to the correct mode (Heat or Cool, not Fan Only) and that the set temperature is actually above or below the current room temperature. Check the breaker as well — your HVAC system typically has its own dedicated breaker in the panel.

No Hot Water For gas water heaters, the pilot light may have gone out. Look for relighting instructions printed directly on the unit — most walk you through it step by step. For electric water heaters, check the breaker first. If the breaker is fine and there is still no hot water, let us know.

AC Not Cooling or Heat Not Heating Check your air filter before anything else. Locate it at a return air vent (a large louvered vent on the wall or ceiling) or inside the air handler unit. If you cannot see light through it easily, it needs to be replaced. Filters are inexpensive at any hardware or grocery store — match the size printed on the edge of the existing one. A clogged filter is one of the most common causes of HVAC problems and is a resident responsibility to maintain.

A Note on Safety

These steps are simple and designed to be safe. That said:

Never put your hand inside a garbage disposal — not to clear a jam, not for any reason. Use the reset button on the bottom or a wrench from underneath only.

Do not attempt anything beyond checking or resetting a breaker for electrical issues. If a breaker trips again immediately after being reset, leave it alone and let us know.

If you smell gas at any point — stop, leave the home without flipping any switches or using your phone inside, and call your gas provider and 911 from outside.

If a smoke or CO detector is sounding a continuous alarm, evacuate immediately and call 911. Do not attempt to troubleshoot an active alarm.

If any step feels unsafe or you are not sure — stop and contact us. We would always rather send a vendor than have you attempt something that does not feel right.

Common Situations That Can Lead to a Tenant Charge

If a vendor is dispatched and the cause turns out to be something within your control or responsibility, a charge may be issued to your account. The most common examples:

• Clogged drains or disposal jams caused by foreign objects, grease, or items that should not have gone down the drain. If a clog is caused by what went into the drain, it is not a landlord repair.
• Dirty or unreplaced air filters — filter maintenance is a resident responsibility. A vendor trip caused solely by a severely clogged filter is a chargeable visit.
• Toilet clogs from non-flushable items — wipes (even those labeled "flushable"), paper towels, or anything other than toilet paper. If that is the cause, it is a tenant charge.
• Utilities not connected — if power, water, or gas is off due to an unpaid bill and a vendor makes an unnecessary trip as a result, that trip charge belongs to the resident.
• Missed or failed access — if a scheduled vendor visit is wasted due to a no-show or denied access without notice.

The Short Version

We ask for troubleshooting on certain issues because we are on your side. A quick reset or filter swap that solves the problem in ten minutes is a better outcome for everyone than a service call that costs money and takes days to schedule. If you try the steps and the issue remains, just let us know — we will get a vendor scheduled promptly and take it from there.