Maintenance

We prefer that you submit maintenance requests through your resident portal. Please login to your Resident Portal and follow the prompts. 

Before submitting a Maintenance Request, please review this Maintenance Troubleshooting Guide. Doing this may avoid unnecessary calls to vendors and possible chargeback costs to you.

for after-hours maintenance emergencies that cannot wait until the next business day, please call (888) 959-0951 (make sure hyperlinked if they are on a cell phone) . Emergencies include but are not limited to the following:

• No electricity
• No water
• Broken or non-working exterior doors, locks, or windows
• No heat (when outside temperature is below 50 degrees)
• No air conditioning (when outside temperature is above 90 degrees)
• Toilet not working (one bathroom only)
• Flooding or significant leaks
• Inoperable refrigerator

For police or fire emergencies, please call 911; then call (888) 959-0951 (make sure hyperlinked if they are on a cell phone) to report the issue.

Any repair or damage caused by resident negligence or misuse is the tenant’s responsibility and the resident will be charged for the total cost of the repair. Examples Include:

• Clogged drains due to items such as wipes and/or hair.
• Jammed garbage disposals due to items such as too much food, bottle caps, glass etc. 
• Lock change, FOB replacement or mailbox key replacement as a result of lost keys.

Once a maintenance request has been submitted, residents are required to be responsive to our in house maintenance staff and vendors calls and emails regarding access for the repair.
If the maintenance request is deemed urgent and the tenant is unresponsive, we will provide notice and access the property for repairs. Note: tenants may incur additional fees as well as responsibility for damages (waste) if they are not responsive to requests for access.

If the maintenance request is deemed routine, and the resident is unresponsive, we will attempt to contact the tenant for a period no longer than 2 weeks from the date the maintenance request was submitted. If the resident does not respond to us or assigned vendors within 2 weeks, the maintenance request will be cancelled. If a maintenance request is cancelled and a tenant would like to reopen the file, simply submit a new maintenance request.

Before submitting a Maintenance Request, please review this Maintenance Troubleshooting Guide. Doing this may avoid unnecessary calls to vendors and possible chargeback costs to you.

Smoke and carbon monoxide detectors “chirp” or don’t work when tested

• Replace batteries and press and hold button to reset.
• If the problem persists, obtain permission from ONYX to replace the detector and we will reimburse you for the cost.
• If you cannot replace the detector, Submit a maintenance request.
• Do not remove the battery or the detector. It is required by law that the detector be in place and functional, at all times.

Door, window and lock concerns

Condensation on the inside surface of the window

• Wipe down condensation.
• Reduce humidity with exhaust fans, opening windows and using dehumidifiers.
• Windows are difficult to open – Check for debris or foreign objects in window track.
• The window will not lock properly- Submit a maintenance request.

Appliance not working

• If the appliance is plugged into a wall-switch electrical outlet, make sure the switch is ON.
• Check and reset all the GFCI circuits (kitchen, bathrooms, etc.).
• Check the circuit breaker on the panel box controlling the outlet to see if the breaker has flipped and reset it.
• Reset the breaker by flipping each breaker hard to the OFF position, then hard to the ON position.
• Some appliances come with their own separate fuses or circuit breakers; review the manufacturer’s service manual and check for the proper setting.

Garbage disposal not working

(NOTE: Residents are responsible for service calls for garbage disposals if no mechanical malfunction is found)

• Please watch this how-to video: https://www.youtube.com/watch?v=FL5GlsTzS-I

Garbage disposal “hums” and will not operate 

• Press the reset button on the bottom of the disposal unit under the sink.
• If still jammed, turn off unit (unplug if possible), find the disposal wrench (or use an Allen wrench), and turn bottom of the disposal counter-clockwise. Press the reset button again.
• Bad smells: Grind lemon peels and ice to prevent odors.

Garbage disposal is clogged or making a grinding sound

• Turn garbage disposal OFF (unplug if possible) (underneath).
• Remove excess food items or foreign objects.
• Then use disposal wrench and turn bottom disposal clockwise.

Dishwasher won’t run

• Flip the wall switch on.
• Make sure locking switch is engaged.
• Check timer settings.
• Clean food or foreign objects out of the bottom of the dishwasher.
• Rinse dishes appropriately before putting them in the dishwasher.

Dryer not drying

• Check the dryer vent for obstructions and clean/vacuum.
• Ensure dryer is on the proper setting for maximum drying.
• Clean the lint filter (this should be done after every load).

Washer won’t turn on

• Check the circuit breaker on the panel box controlling the outlet to see if the breaker has flipped and reset it.
• Make sure the lid is properly closed so that the lid switch (small plastic piece under lid) can activate.
• Make sure the timer knob is lined up exactly with the control panel graphics.

No power to outlets, switches or a general area

• Check if outlet works with a light switch.
• Check if outlet works with a different corded object.
• Check ALL GFCI receptacles (kitchens, baths, etc.) and push the red reset button.
• Please watch this how-to video: https://www.youtube.com/watch?v=QHIvy_zSQf8
• Check breaker panel or fuse box.
• Reset breaker by flipping each breaker hard to the OFF position, then hard to the ON position.
• Check if there is a local power outage.

Heat or air conditioning not working

• Check the Thermostat, make sure it is properly set on “cool” or “heat” or replace the battery.
• Check if the filter needs to be cleaned or replaced.
• Check to see if the gas pilot light is lit (gas furnace). If so, press the reset button. If not, contact your local power company and they will light it free of charge.
• Check to see if the breaker is tripped (electric furnace).
• Check to make sure all furnace doors/covers are on correctly. Incorrectly installed covers can trigger shut off of switches.
• Check outside unit, clear any obstructions of debris, bushes, leaves, etc.
• Reduced airflow or excessive dust on vents and registers- vacuum exterior of registers and check if filter needs to be replaced.
• Burning smell when the heat is first turned on for the season. This is normal and should dissipate within an hour. If it persists, please shut off and Submit a maintenance request. 

Plumbing

No water 

• Please submit maintenance request or call emergency line, if after hours.

Water too hot 

• The hot water should be set to 120 degrees or below. If over that amount, check thermostat on the tank and turn it down.

No hot water

• If electric – check and reset circuit breaker.
• If gas – check pilot light. If lit, press reset button.
• Please watch this how-to video: https://www.youtube.com/watch?v=QHIvy_zSQf8

Toilet Issues

Toilet runs constantly, or makes dripping or gurgling noise

• Open the back tank and check for kink or disconnect lift chain from the handle lever which may be preventing the flap from sealing properly.
• If unable to stop toilet run – turn off water to the toilet using the knob behind the toilet until a vendor can attend to the problem. This will prevent high water bills.

Toilet backing up or overflowing 

*Residents are responsible for service calls for clogged toilets if no malfunction is found.

• Please watch this how-to video: https://www.youtube.com/watch?v=5MA3LDtOB0Q
• Turn valve at base of toilet to “off” position and plunge.
• Mop up excess water IMMEDIATELY.
• DO NOT use snakes or other metal objects to unclog.

Sink Issues

Faucet or hose sprayer – water flow drips, or is reduced

• Aerator at tip of faucet is clogged, unscrew aerator and clean

Slow draining sink or bathtub

• Do not: use Drano or other cleaning chemicals.
• Do not: detach plumbing, use snakes or metal objects to clean out drains.
• Do: remove hair and debris from drain.
• Do: use plunger.

Water leaks under pipes/puddling around toilets 

• Clean up water and put a bucket or towel down to prevent damage. Submit Maintenance Request.

Garage Doors

Remote does not work or has limited range

• The most common problem with garage remotes is a dead battery.
• Please watch this how-to video to change the battery in your remote: https://www.youtube.com/watch?v=_8JAnDic9T0

Garage door will not close

• Normally this is caused by the sensors on either side of the garage door either being blocked or out of alignment.
• Remove anything that may be blocking them. Adjust each sensor so they are directly facing each other.
• Please watch this how-to video: https://www.youtube.com/watch?v=CewKaLlns0Q

Pest control

If you have issues with roaches, bed bugs, mice, rats etc. Please submit a Maintenance Request

Tenants are responsible for treatment of ants and spiders with store bought products.

• Do not store food in the garage or on the ground. This includes pet food.
• Keep all garbage off the ground and in the proper receptacle.
• Please watch this how-to video: www.doityourselfpestcontrol.com