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FAQs2019-03-13T16:02:21-04:00

FAQs

How do you determine rent amount?2020-01-16T15:01:39-05:00

We complete a comparable market analysis (CMA) of all the other available similar listings near your property. In addition, we review off-market data sources available only to our firm and recent trends in Supply/Demand functions in the areas near your property.  We also utilize the expertise and experience of thousands of in-house transactions to factor in the unique aspects of your rental property, like a pool or a new kitchen, recent upgrades, basement finish levels, etc.  A little bit of art, a little bit of science.

What are the management fees and/or pricing options when the property is being rented?2020-01-16T15:01:18-05:00

The Property Management fee is 10% of the Gross Monthly Rent Collected (GRM) each month.  This fee is applied against the rent collected each month to make the accounting simple and thus no need to write an extra check each month.

Do I have to sell my property with you if I want to list it?2020-01-16T15:00:54-05:00

Certainly not.  You are welcome to list your property with whomever you want, and we’ll be sure to assist in the transition over to that REALTOR® for the sale period.  Our role is to take care of the leasing and property management of your rental property–it’s what we do exceedingly well.

Do you offer direct deposit for your owners?2020-01-16T15:00:24-05:00

Absolutely.  Your net rent proceeds are deposited on the 10th calendar day of the month.  There’s no “check in the mail” delays…. it’s a direct ACH deposit into your bank account.  This saves you time and effort, which is an important reason you hire a property management company.

How do you collect rent from tenants?2020-01-16T14:59:54-05:00

Tenants pay online via our secure website portal.  They can even automate their payments each month.  Simple, secure, and trackable.

Do you conduct property inspections and, if you do, what charge is associated with them?2020-01-16T14:59:27-05:00

Your property is at risk if your property manager doesn’t conduct inspections. We conduct an extremely detailed and thorough property review at the time of Move-In and Move-Out.  You receive a copy of the property report via PDF document for your reading and files.  Typically, this report is even more detailed and longer in length than the inspection report when you bought the property.  The average report is approx. 150 photos and 50-75 pages in length.  In addition, we conduct mid-lease audits approximately every quarter.  These audits ensure the tenant is keeping the property clean and in good repair and also addresses any preventative maintenance issues that need to get scheduled.  There are no extra charges for any of these property visits, either.  All are included with our management services.

What steps do you take to market properties?2020-01-16T14:59:03-05:00

We market your property on the MLS system and also on approximately 96 other prime websites like Zillow, Trulia, HotPadsRent.com, etc.  In addition, we promote it heavily to real estate agents, online via social media sites, and of course, yard signs.

How often will I get updates on my rental property?2020-01-16T14:58:40-05:00

As a landlord, having access to what’s going on in your property is essential for both financial performance and peace of mind.  When your property is managed by Polaris, you have 7 day a week access to your assigned Property Manager for questions and concerns.  In addition, you have access to your secure online Owner Web Access portal, where you can view Real-Time service issue status reports as well as all your Detailed Owner Statements.  Communication is essential, and all our systems are designed to push the information to you proactively when and where you need it

What are your leasing fees?2020-01-16T14:58:15-05:00

The very first time we work with your property, there is a one-time on-boarding fee of $275 to get the listing process started.

To place a tenant, one month rent value is charged as leasing commission, or a minimum of $1200 is charged if the rent is less than $1200.

Do you require tenants to have renter’s insurance?2020-01-16T14:57:34-05:00

Absolutely.  Tenants are required to remit their proof of insurance before they are given keys and possession to the property.

Is there a maintenance reserve requirement?2020-01-16T14:57:09-05:00

Yes. Each property has a $500 Reserve Account maintenance reserve that is used in case expenses for a period exceed the rent collected for that period.

Who is responsible for yard maintenance?2020-01-16T14:56:31-05:00

Typically this falls on the tenant, except in cases of condominiums or townhouses where the HOA takes care of this item.

How do you go about notifying me if there is a cost for maintenance?2020-01-16T14:55:56-05:00

If the repair item is $400 or under, it will be added to your account and all the details can be reviewed on your Owner Web Access portal.  If the cost is a larger item, such as a water heater replacement, then we will get an estimate for your prior approval.

How do you handle maintenance requests?2020-01-16T14:37:50-05:00

Quickly and efficiently and cost effectively for you, of course! Whenever a maintenance or repair request comes up, your assigned Property Manager will create a Service Order in our tracking system and assign it to either our in-house maintenance staff or an outside vendor. We’ll diagnose the problem, coordinate the repair, and complete the payment on your behalf for any materials and labor employed to fix the issue. Keeping your house in good repair and tenant’s happy means long term financial success!

Do you work with rental properties under $1,000/month?2020-02-04T10:23:50-05:00

We do not, unfortunately, provide leasing services for rentals under $1,000/month. If your rental is under this price point, we can possibly refer you to a different company – just ask!

How do I submit maintenance requests?2020-03-25T16:39:15-04:00

Maintenance requests may be submitted via your Tenant Web Access Portal, located here. That being said, you can also contact your assigned property manager directly via phone or email to address emergency issues. (i.e. no heat, burst pipes, flooding, structural damage to your property, etc.)

Can I buy the home I’m renting?2020-03-25T15:22:13-04:00

It might be possible. Let your property manager know that you would like to buy the home and he/she will contact the Landlord to see if they are willing to entertain an offer to purchase.

Can I operate a business, day care, car repair, etc. from my rental home?2020-03-25T15:23:43-04:00

No, your lease agreement prohibits operating a business out of your rental property.

What’s trash day and how do I get bins?2020-03-25T15:25:57-04:00

Please contact the trash removal company in your area to have new bins delivered. Your property manager will be happy to provide this info.

Who is responsible for pest control?2020-03-25T15:26:56-04:00

Pest control falls to the tenant’s responsibility.

Am I responsible for replacing light bulbs/smoke detector batteries?2020-03-25T15:28:26-04:00

Yes, Tenants are responsible for replacement of light bulbs and batteries for smoke alarms, garage door remotes, etc. The Polaris team will make sure these items are functional before you move in.

Am I responsible for providing salt if property has a water softener?2020-03-25T15:29:29-04:00

Yes, we recommend using the yellow bag of water softener salt available at most hardware stores. Assuming your property does indeed have a water softener, please make sure the salt is at the same level roughly as when you moved in to prepare for your move out.

Who is responsible for lawn care?2020-03-25T15:30:23-04:00

Unless provided by the HOA or the Landlord, lawn care is a Tenant’s responsibility. This includes mowing the grass, trimming bushes/shrubs, pulling weeds, and raking leaves.

Can I have a security system/smart lock installed?2020-03-25T15:32:33-04:00

Installation of a security system will require approval by the Landlord and a lease amendment. A $75 lease amendment fee will apply. Smart locks are not allowed at this time.

Can I add/remove a tenant on my lease?2020-03-25T15:38:13-04:00

If all Tenants agree, removing a Tenant(s) involves a lease amendment, which requires a $75 lease amendment fee. Further, the remaining tenants must still qualify for the property without the removed tenant’s income. Prospective tenants may be added to your lease as determined on a case-by-case basis. Prospective Tenants will need to complete the application process and be approved by the Landlord for addition to the lease.

How to unclog drains?2020-03-25T15:39:30-04:00

There are many products for clogged drains that can be found at most hardware stores (plungers, drain snakes, etc.). DO NOT USE CHEMICAL CLEANERS AS THEY WILL DAMAGE THE PLUMBING LINES. As a preventive maintenance measure, you can also pour white vinegar down the drain every 3-4 months to reduce the risk of clogging.

How do I use my fireplace?2020-03-25T15:44:57-04:00

Click here to see safety tips for your fireplace. Click here for a tutorial on lighting your gas fireplace. Click here for more info if your property has a wood-burning fireplace.

Can I repaint walls?2020-03-25T15:46:57-04:00

If you wish to repaint at your property, please submit the paint color(s) and which rooms you are requesting to paint to your property manager. This is considered an improvement to the property. If the Landlord approves your request to repaint, this requires a lease amendment to allow the improvement and a $75 lease renewal fee. The Landlord may require that the painting be performed by a professional and/or that the original color be restored at the end of the lease.

May I sublease?2020-03-25T15:47:35-04:00

Subletting is not permitted at this time.

Can I pay rent with a check?2020-03-25T16:15:19-04:00

We do not accept checks or cash as rent payments. Rent can only be paid online at the Tenant Web Access Portal.

When will I get my security deposit back?2020-03-25T15:54:00-04:00

You’ll receive a letter within forty-five (45) days of moving out containing your deposit money along with explanations for any deductions.

Do I need to change out the air filter inside the furnace?2020-03-25T15:55:42-04:00

Yes, as part of your lease agreement, filters are shipped directly to each property so that the old filter may be replaced. Air filters that are one-inch thick will be sent monthly and four-inch filters will be shipped quarterly. Click here for instructions on replacing the furnace air filter at your property.

Can I make copies of the keys I was given?2020-03-25T15:56:50-04:00

It is our policy to either rekey or replace locks after each tenant vacates their property. So, yes! Make as many copies as you would like. We keep a copy locked up at our office as well, should you need any maintenance or repairs to be done while you are not home.

Can I use my security deposit as last month’s rent?2020-03-25T15:57:36-04:00

No, this is not permitted as per the lease terms.

When/How can I renew my lease?2020-03-25T15:58:46-04:00

If a lease renewal is to be offered by the Landlord, then your assigned property manager will reach out to you approx. 60-90 days prior to your lease end date to let you know the new lease rate and how to re-apply. If you are confident you’d like to renew earlier than this, please contact your property manager directly to begin the process.

Who do I contact to set up utilities?2020-03-25T16:00:03-04:00

You will be contacted by Citizen Home Solutions with an easy method of having utilities initiated or transferred.

When is my rent due?2020-03-25T16:04:34-04:00

Rent payments are due by the 1st of each month at 5pm Eastern Standard Time.

How do I pay rent?2020-03-25T16:13:06-04:00

Rent payments are made via your Tenant Web Access Portal. There is also an auto pay option if you’d like to “set it and forget it”.

Is there a late fee?2020-03-25T16:06:45-04:00

A $25 late fee will be charged for each day the rent payment is late. We recommend setting your Tenant Web account to “auto pay” to avoid that risk completely.

Why is there a $100 fee when I try to pay my rent online?2020-03-25T16:08:47-04:00

This fee is for the use of a credit card. The fee for paying from your bank account is $3.00. Please be aware that credit card companies may treat the payment as a cash advance and charge additional fees.

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