Welcome Guide Welcome home. We would like to thank you for choosing Caldwell Property Solutions as your housing provider. We promise to work hard earning your trust and your future business. As one of the largest management companies in Arizona, we have learned what common issues typically arise in a tenant/landlord relationship. We have created this quick reference guide based our many years of experience and hope that it answers most of your questions and allows us to avoid many common issues. Please keep this in a safe and accessible place along with your lease agreement. We look forward to a long and happy relationship! Property Manager Telephone Fax Email Ryan Haueter 480-212-7083 480-212-7084 Ryan@CaldwellAZ.com Maintenance Routine Maintenance Please email all routine maintenance requests directly to Wendy, our Maintenance Director. She can be reached at Wendy@CaldwellAz.com. Please provide the best contact number for a vendor to reach you. Your work order will be assigned to one of our approved vendors. Our vendors will call you directly to schedule an appointment. Please contact your property manager if you have not heard from a vendor within 48 hours of submitting your request. Emergency Maintenance Call: 480-326-1423 Emergencies are defined as an event that poses immediate danger to life and/or property. For example, complete plumbing back up, heater/ac failure when outside temperature is below 60 degrees or above 85 degrees, continuous interior water leak, home invasion/break in or fire (call police/fire department FIRST and file a report), water heater failure etc. Please call the number above, leave a message, and allow ample time for a reply. Leave name, address, telephone number and emergency situation. Page 1 of 5
Accounting F.A.Q. When is my rent due? Rent is due on the 1 st day of each month. Rent needs to be paid with a personal check, cashier s check, or money order unless it is received after the 10 th at which time we no longer accept personal check. We do not accept cash payments. Credit cards are accepted with a transaction fee. When is my rent considered late? Rent is late on the 4 th day of the month. If received on or after the 4 th day of the month, you will be charged late fees. Caldwell Property Solutions will NOT call to remind you that your rent payment is late. It is the tenant s responsibility to make sure rent is paid on time. This includes payments that are mailed to the office. For example, if your rent is mailing on March 3 rd and Caldwell Property Solutions receives it on March 5 th, the payment will be considered late. We cannot accept personal checks after the 10 th of the month. How to pay my rent? Mail: Rent payments should be made payable to Caldwell Property Solutions, 2500 S Power Rd. Ste. 218 Mesa, AZ 85209. Please allow up to five mailing days for your rental payment to be received on time. We do not consider a post-mark date for mailed payments. If rent is received after the due date, it will be considered late and subject to late fees. Drop-Off: Rental payments may be dropped off at any time. There is a metal drop box located outside next to our front entrance with our name and logo clearly displayed. You may also bring your rent upstairs to us during business hours if you need a receipt. Our business hours are Monday through Friday from 8 am to 5 pm. Please do not leave any cash. Phone: Call our main number at 480-834-9200 during business hours. We accept Visa and Master Card payments. Online: Login to your tenant portal by visiting www.caldwellaz.com/client or clicking the Tenant Portal link on www.ahouseisbetter.com. Please call our main number if you experience any technical difficulties. Who do I contact if I have questions about my rent payment? Please contact your property manager with any questions about rental payments. What are the fees if my rent is late? Please refer to your lease for late charges. However, on most leases you will be charged as follows: On the 4 th day of the month a $150.00 flat late fee for a Five-Day Notice to Pay Rent. Rent that is paid after the 10 th of the month needs to be paid in the form of a cashier s check or money order. Page 2 of 5
What happens when I bounce a check? If your check bounced your account will be charged back for the check. The tenant will also be charged a NSF (non-sufficient funds) check fee per the lease. In most cases, this charge is $50.00 per check in addition to normal late fees. If a NSF check is received all future payments must be either a cashier s check or money order. Can I make a partial payment of rent and fees? All payments need to be paid in full unless approved by your property manager and the owner in writing. Please contact your property manager as soon as you realize your payment may be short or late. Will I receive a monthly statement? No, you will receive a statement only if you owe a balance on your account. You may also login to the Tenant Portal at any time to check your account balance. I have a bill on my account other than rent, who do I contact if I have a question? Contact your property manager for all account questions. What do I need to do if I receive a notice to appear in court because of non-payment of rent? Please appear in court as per the notice. If you do not appear in court, in most cases, the judgment will be issued for non-payment of rent. If you received the notice by mistake, contact your property manager to ensure that the court date has been cancelled. My lease will expire soon, who do I contact about renewing it? Lease renewals are mailed out to tenants approximately 45 days before the lease expires. Please review the lease, sign, date and mail back to Caldwell Property Solutions. Please include a copy of your renter s insurance as well. If you have questions about the lease renewal or did not receive a lease renewal and your lease will expire within 30 days please contact your Property Manager. What do I need to do to give my notice to move? Notice to vacate the property must be in writing and must be received by the first day of the month you wish to move out. For example, if you wish to move out on January 31 st, our office must receive a written notice by January 1 st. This is true even at the end of your lease. If your lease expires and we have not received a written notice, you will still be responsible for rent. Can I break my lease and move? If you wish to move before your lease is up, please contact your property manager for details and costs. You can also refer to the break lease section on the lease you signed at your move in. Page 3 of 5
Maintenance F.A.Q. How often do I replace my air filter? Make sure that you replace your filter at least once a month. If my heater/air conditioner fails, what can I do before calling maintenance? Make sure the air filter is clean. Make sure the circuit breaker is on. Turn off and back on if you are unsure. Make sure the thermostat is in the auto position with the desired temperature. If you see ice forming on the copper lines outside, turn the unit off for 2-3 hours allowing the ice to melt and then restart. If you checked all of these things and your heater/air conditioner is still not cooling/heating, contact your property manager to submit a request. Please note, if your filter is dirty at time of inspection, you will be charged. Furthermore, by not replacing your filter regularly you can clog your coil, which will cause hundreds of dollars of damage, and higher utility costs. In the event that I have a water leak, what should I do? Shut the water off at the location of the leak or use the main shutoff if you are unable to locate the source. Dry up any water so as not to damage the affected area and contact your property manager immediately. Call the emergency maintenance number (480-326-1423) during non-business hours. What should I do if my toilet backs up? Try plunging the toilet. If this does not work, please contact your property manager. Please note that if the plumber retrieves anything that is not suitable to be flushed down the toilet, you may be charged. What should I do if my kitchen sink will not drain? A simple fix if you do not want to pay for a plumber would be to unscrew the p-trap under the sink and clear out the debris. If you are unable to find the problem, or do not wish to attempt the repair on your own, contact your property manager. If my garbage disposal fails, what should I do? Press the reset button found on all disposal units. You can also try to turn the unit manually with an allen wrench. Who is responsible for the regular maintenance of my yard and driveway? Yard maintenance is the responsibility of the tenant. Please follow all city and neighborhood regulations. What are my responsibilities concerning my trash can? Trashcans need to be stored in your garage or behind your gate. Most HOA s have this as a regulation and you may be fined if the HOA inspector sees a violation. In the event my garage door doesn t open, what should I do? If light flashes when opening, your sensors (these are the eyes at the ground connected on the garage door track) may need to be realigned. This can be done by having one person slightly bend the sensors until they are aligned while another person pushes the open/close button. Page 4 of 5
In the event my garage door comes off track, what should I do? Do not try to correct the problem. Contact your property manager immediately. Can I make changes to the property? You may make improvements or changes to the property as long as you have prior written approval from your landlord. Is it my responsibility to have the carpet cleaned when I move out? Yes, as stated in your lease, you must have your carpet professionally cleaned and have a receipt at the time of move out. What if I fail to have my carpet cleaned or do not have a receipt proving that my carpet was cleaned at time of the move out inspection? You could be charged $150.00 300.00 depending on the owners actual cost. Who do I call for a move out inspection? Please call your Property Manager to schedule all move outs. What if I receive a Home Owners Association (HOA) violation? You are responsible to pay this fine and to rectify the matter immediately. Utility Info Electric El Mirage 623-933-1228 APS 602-371-7171 Fountain Hills 480-837-2003 Electric District #3 520-424-9021 Gilbert 480-503-6000 SRP 602-236-8888 Glendale 623-930-3190 TEP (Tucson) 520-623-7711 Global Water 520-568-4452 Gas Goodyear 623-932-3010 Southwest 602-861-1999 Johnson Utilities 480-987-9870 City of Mesa 480-644-2221 Litchfield Park 623-935-9367 Phone/Internet Mesa 480-644-2221 Qwest 800-475-7526 Peoria 623-773-7160 Cox 877-261-9678 Phoenix 602-262-6251 Water Sahuarita 520-399-1105 Apache Junction 480-982-8002 Scottsdale 480-312-2705 AZ Water 480-982-2201 Surprise 623-222-1000 Avondale 623-333-2005 Tempe 480-350-8361 Buckeye 623-349-6000 Tucson 520-791-3242 Chandler 480-782-2280 Tolleson 623-936-7111 Citizens (American W) 623-876-4020 Queen Creek H20 480-491-6971 El Mirage 623-933-1228 Page 5 of 5