Emergency Maintenance

We define emergency as anything that threatens the heath of the occupants and destruction of the property like flood, sewer back up, burst water pipes, burst water heater etc. For emergencies call ‘911’ first and then call Robert at 210-535-2607. All after hour callers, please leave name, address, and phone number. Your call will be returned as soon as possible.

1. The following are NOT emergencies:

   • Broken air conditioning is NOT an emergency.

   • Refrigerator out, locking yourself out of house, power or gas off, oven not working, the heating is out, water heater is out, broken windows or doors, toilet or plumbing stoppage, broken appliances (Xsellence Realty is not liable for loss of food caused by appliance break down).

   • Do not call-in an emergency unless it is truly an emergency.
      

Submit a Repair Request

Because we put such a high priority on keeping the property in good condition for the enjoyment of the tenant, we make it easy to request maintenance at your Resident Portal, at xsellence.appfolio.com/connect. You may also fax it to 210-428-6299.

As per your lease, all requests for routine and non-emergency maintenance must be in writing, providing your name, daytime and evening telephone numbers, address and specific problem or repair. Your request will be handled in the order that they are submitted. Non-Emergency repairs are done during normal business houses (9a-5p;Monday–Friday)

Repair for damages caused by your neglect, abuse or misuse will be charged back to you in full. We will rely on the servicing contractor to tell us what caused the problem.

Resident Damages and Maintenance Charge Backs

A few examples of misuse include, clogged plumbing due to items dropped in the toilet (toys, brushes, diapers, napkins and any personal items) or a jammed garbage disposal. The plumbing repair costs will be your responsibility. This is not considered equipment failure and you should do everything you can to handle these issues yourself.

If the contractor we send to the property tells us the need for maintenance is due to your negligence, abuse, or something easily remedied like a GFA switch or circuit breaker tripped, or garbage disposal not re-set, you will be billed for it. Failure to pay the bill will result in an outstanding balance on your account, which will need to be paid with your rental payment, or sooner.

Tenant Maintenance Responsibilities

The resident is required to promptly notify Xsellence Realty of all need repairs.

Failure to inform Xsellence Realty of water leaks or any condition that results in damage to the property will cause resident to be held liable for the cost of repair of subsequent damage!

Inform Xsellence Realty of any and all:

1. • Signs of mold in property

   • Toilet and faucet leaks and any plumbing backup

   • Electrical problems

   • Heating and air conditioning problems

   • Inoperative smoke detectors

   • Faulty appliances (those included in you rental agreement)

   • Roof leaks

   • Gas leaks

   • Broken windows & doors

   • Unsafe, unhealthy or dangerous conditions

   • Evidence of termite or wood ant infestation
      

Telephone notification is only acceptable in cases of danger to person or property. Written notification is required for all non-emergency repairs, by the lease agreement.

It is your reasonability to cooperate by allowing the landlord’s repairman in the property for the scheduled maintenance and repairs.

You will also be charged a $55 trip charge if you do not keep an appointment with any contractor.