Emergency Repairs

*IF THIS IS A TRUE EMERGENCY, PLEASE CALL 911 RIGHT NOW.

• Emergencies will be responded to immediately during normal business hours and after hours when contacting our emergency maintenance line by contacting 704-594-7779 ext 3. If we do not answer, please leave a detailed message; including your name, property address, and phone number. We will be in touch as soon as possible.

• What is an Emergency: A maintenance emergency is something that, if it isn’t repaired immediately, could cause injury, threaten your health, or cause serious property damage. These include:
  • A broken water line or flooding
  • Fire (call 911 first, then maintenance)
  • A broken gas line or leak (call 911, or Gas Company emergency #)
  • A broken lock on your exterior door (not a lost/broken key)
  • No air conditioning in hot weather (outside temperature above 85 degrees)
  • No heat in freezing weather (outside temperature below 55 degrees)
  • A sewer back-up that is flooding your Premises

• What isn’t an emergency: Not every maintenance issue is an emergency. If, for example, you have a minor drip under your kitchen sink that can be contained with a bucket, you’ll definitely want maintenance to take a look, but it isn’t an emergency. Here are some other situations where you could probably get away with submitting a routine maintenance request:
  • A broken air conditioner when the temperature outside is below 85 degrees
  • A broken heater when the temperature outside is above 55 degrees
  • Your ice maker stopped working
  • There is no hot water
  • A lightbulb went out

• If you determine that the issue isn’t an emergency, you should still go ahead and submit a maintenance request in your Resident Portal, to be handled during normal business hours. Be aware that it may take a few days to get the issue resolved since the maintenance team will handle emergencies before tackling other repairs, so be patient.
• False Emergency Service Claim – Be sure to be very specific with the emergency request when calling. If, it is determined, that the emergency call/claim was not a true emergency, as stated above, you will be charged $100 for an after-hours false-emergency service and any additional fees from the vendor.
• HVAC Maintenance: If your air conditioner goes out, most communities consider this an emergency only if the weather outside is above a certain temperature (i.e., 85 degrees). The same goes for your heat. If it isn’t freezing outside, then it isn’t considered an emergency. Before contacting maintenance, try to determine why your air conditioning or heat isn’t working. If your utilities were shut off due to nonpayment, maintenance can’t help — you’ll have to call your utility company. If the power is out due to bad weather, maintenance won’t be able to resolve this issue either.