Danie Landlord handbook

Landlord

Office Contact Information

Office Locations And Contact Numbers

Texas Office:

By Appointment Only

Office: 512-942-0024

Virginia/DC Office:

By Appointment Only

Office: 703-776-9223

Fax: 815-346-5180

Maintenance Emergency Hotline: 512-688-6476

Business Development Hotline: 703-337-3253

www.MarsHillPropertyManagement.com

Property Management Team

Property Management Administration – Marketing/Listings
Group Email: PropertyManager@MarsHillRealty.com
Name	Title	Email	Phone
Valerie Tillery	Property Management Team Leader	Valerie@MarsHillTexas.com	512-359-5912
Brian Tanaka	Property Manager, Texas-North	Brian@MarsHillTexas.com	512-359-7167
Wes Kalk	Property Manager, Texas-Central/South	Wes@MarsHillTexas.com	512-818-5898
Tosalyn Sellers	Assistant Property Manager, TX-West	Tosalyn@MarsHillTexas.com	703-249-4502
Michael Hart	Property Manager, NOVA East/DC	Michael@MarsHillVirginia.com	202-740-7796
Ashley Schwartz	Assistant Property Manager, NOVA West	Ashley@MarsHillVirginia.com	703-828-6540
Lori De Jong	Marketing Specialist	Marketing@MarsHillRealty.com	703-546-4742

Administration Support Team

Marketing – Applications – Contracts – Administration – Portals
Group Email: SupportTeam@MarsHillRealty.com
Name	Title	Email	Phone
Edward Lui	(Interim) Support Team Leader	Edward@MarsHillRealty.com	571-267-8639
Cyrene Korpuz-Salting	Partner Club (Landlord/Tenant) Task Force Leader	Cyrene@MarsHillRealty.com	512-368-2541
Mary “Des” Manganaan	Application Processing Task Force Leader	Des@MarsHillRealty.com	512-368-2601
Aurea Vargas	HOAs Task Force Leader	Aurea@MarsHillRealty.com	703-563-2611
Levi Sangalang	Contracts Task Force Leader	Levi@MarsHillRealty.com	512-368-2621
BJ Muyano	Utilities Task Force Leader	Phones@MarsHillRealty.com	703-955-3244

Service Team

Work Orders – Make Readies – Walkthroughs – Estimates – Vendor Relations
Group Email: Service@MarsHillRealty.com
Name	Title	Email	Phone
Mark Sebastian	Service Team Leader	MarkSebastian@MarsHillRealty.com	703-656-9801
Jared Almaquer	Work Order Specialist	Jared@MarsHillRealty.com	571-261-8758
Maribel Villadieago	Work Order Specialist	Maribel@MarsHillRealty.com	571-858-9758
Travis Fletcher	Maint Tech Supervisor	Travis@MarsHillTexas.com	512-316-9830
Rodney Biehle	TX Maint Tech	Rodney@MarsHillTexas.com	512-955-4684

Accounting Support Team

New Accounts – Rent – Ledgers – Deactivations – Renewals – Vendor Payment
Group Email: Accounting@MarsHillRealty.com
Name	Title	Email	Phone
Jen Meitzen	Accounting Team Leader	Jen@MarsHillRealty.com	512-359-5914
Alicia Coursey	Receivables	Alicia@MarsHillRealty.com	512-359-5913
Melody Shiu	Payables	Melody@MarsHillRealty.com	512-910-3915

Business Development Team

New Owner Business – Mars Hill Partner Club: Referral Partners; New Renter Business
Group Email: BizDev@MarsHillRealty.com
Name	Title	Email	Phone
Mandy Forbis	Business Development Associate – Owners	Mandy@MarsHillRealty.com	512-736-8876
Felix Alegria	Business Development Associate – Renters	Felix@MarsHillRealty.com	512-368-2646

Corporate Staff

Name	Title	Email	Phone
Edward Lui	President and Broker	Edward@MarsHillRealty.com	571-267-8639
Jen Meitzen	Operations Manager	Jen@MarsHillRealty.com	512-359-5914
Christine Chapman	Human Resource Manager	Christine@MarsHillRealty.com	717-951-6809

Owner Paperwork Required

The paperwork discussed in this section is required in order to properly set up an owner account in our management system. The following documents need to be completed, and proper designations made, in order to complete this:

Fully executed contract package
Copy of W9
Completely filled out “Owner Information Form” (Even if some data fields are NA)
Insurance documentation that states Mars Hill Realty Group, Inc. as “Additional Insured”

Contracts (See Landlord Handbook Forms)

TX – TAR Residential Leasing and Property Management Agreement

VA – Exclusive Right to Lease Listing Agreement and Property Management Agreement

MD/DC – GCAAR Property Management and Exclusive Rental Agreement

Insurance

Mars Hill Realty has proven risk-reducing processes, but it’s also important that we carry the proper insurance. At a minimum, we carry workers’ compensation, employment practices liability, commercial general liability, business auto coverage, and errors and omissions.

As part of our overall risk management strategy, we require property owners to add “Mars Hill Realty Group, INC” as “Additional Insured” on their Landlord insurance policy to protect us from claims that arise from protecting your home. Although we have no financial interest in the property, we take on a lot of the risk and liability. If litigation were to take place, having the owner’s policy cover both the owner and the management company results in a more unified defense that is more streamlined and reduces the total legal expense for which the owner is ultimately responsible.

“Additional Insured” is not the same as “Additional Interest”. Additional Interest simply means we are notified of cancellations, renewals, and policy changes, it does not extend any coverage.

Please review your coverage at your insurance company and make sure that “Mars Hill Realty Group, INC” is added as “Additional Insured”. If you need to switch companies you might as well inquire about other benefits such as “Loss Rent Protection” and make sure your coverage is adequate for your property value. For your convenience, we’ve put together a list of some companies that can help you. Once this is completed, please have the insurance company email the declarations page to PartnerClub@MarsHillRealty.com.

Texas

State Farm – Todd Hargrove – 512-863-2587, Todd@Toddhargroveinsurance.com – use endorsement code “Option AI” and add “Mars Hill Realty Group, INC” to Additional Insured-Section II only”
Farmers Insurance – Rob Hilton (Spanish/French speaking available) – 512-864-1719, rhilton@farmersagent.com
Safeco – Evans, Ewan and Brady (Spanish speaking available) – 512-869-1511, MelanieA@eebins.com – – use endorsement code “EL”

Virginia/DC

Comparion – Olivia Devescovi – 571-212-3380; Olivia.devescovi@comparioninsurance.com
State Farm – Jim Chen (Spanish/Chinese speaking available) – 410-766-4484; jimchenagent@gmail.com – use endorsement code “Option AI” and add “Mars Hill Realty Group, INC” to Additional Insured-Section II only”
Central Insurance – Danaher-Skews and Associates (Sharon Brown) – 703-969-6286; Sbrown@danaher-skews.com
Farmers Insurance – John Weis (Spanish/Korean speaking available); 703-475-4333; jweis@farmersagent.com – must request a certificate of insurance to show coverage

Other Options

Liberty Mutual Insurance – 844-237-5603
USAA – 800-531-8722 – use endorsement code “DP-41” and list “Mars Hill Realty Group, INC as “Real Estate Manager”

REMINDER: Please also make sure they list our company address as follows: Mars Hill Realty Group, PO Box 5059, Georgetown, TX 78627

Companies to Avoid

Allstate
Erie Insurance Group
AAA
Geico
Progressive
Liberty Mutual

Owner Information Form

Pertinent information regarding the property for initial marketing of the property for rent or neighborhood/condo specific requirements when property is under lease. Please complete this and fill in as much information as possible, especially the bank information and social security.

Where We Market and Marketing Strategy

In addition to real estate signage, we leverage the Internet to market our listings. Here are some of the websites that your home will be listed on (These are subject to change based on changes to subscription services or partnerships with local MLS boards).

Local real estate database (Multiple Listing Service)
Company website
- www.MarsHillPropertyManagement.com

Company Facebook page
- https://www.facebook.com/marshillvirginia
- https://www.facebook.com/marshillrealty
Company Instagram
- https://www.instagram.com/marshillrealtytexas/
- https://www.instagram.com/marshillrealtyvirginia/
Company YouTube
- www.YourFavoriteHOMEboy.com
Company Google
- https://tinyurl.com/MarsHillTexas
- https://tinyurl.com/MarsHillVirginia
Other real estate websites syndicated by the MLS (note: syndication partnerships with the MLS are subject to change)
- Realtor
- Austin Home Search (TX Only)
- Trovit
- Homes
- Zumper
- Homesnap
- Abor
- HAR

We have been very successful in renting out hundreds of homes using these online resources. If you want us to create a custom listing or submission on a website not listed here, we charge $100 per listing in addition to the cost that we incur from that website.

IMPORTANT TO KNOW ABOUT MARKETING SITES: Where you market (i.e. particular websites) is really not as critical as you may think. It’s a myth that specific websites will be the “magic bullet” that will ensure you get the visibility you need to be successful in renting out your home. This article addresses this with selling a home, but it applies equally to renting a home: See “The Biggest Myth In Selling A Home”): https://www.marshillpropertymanagement.com/service/selling/

We market our property on a variety of third-party websites and social media sites, but the majority of our exposure comes from listing it in the MLS. This has always been our focus as it should, as that is where a majority of QUALIFIED renters will find homes that meet their criteria when working with a real estate professional. It’s safe to assume that most renter prospects working with a real estate professional will be pre-qualified to some degree and those are the future tenants we want in our homes. In fact, even when we used to use Zillow in the past and tracked the sources of all of our renters, most were coming from the MLS. If not the MLS, they would call us off the sign in the yard. That is why we stopped advertising on Zillow.

If a home is not renting, the question we should be asking is not whether we have the appropriate amount of market exposure, it should be “Are we priced well, and do we have terms and conditions that could attract the next renter?” Price, Terms, and Conditions are the three main drivers that will determine how quickly your home rents.

How The Home Is Shown

As proof that our marketing works, we have been consistently receiving 500+ inquiries every month for our listings. The volume of our rental prospects is so overwhelming that we have created a screening system to “weed out” the prospects who may not have a good rental history, unrealistic move-in timelines, or just aren’t serious. In addition to in-house real estate agents, we may also partner with trusted associates in the real estate community to help show our homes. Lastly, if the home is vacant, we may conduct remote showings.

A remote showing occurs only after we have screened the tenant, collected a copy of their identification card, and confirmed that the home is vacant. If the prospect is qualified, we would give them access to the home so they can see it on their own schedule and they would just lock up on their own. Whether the listing is shown in-house, via a real estate partner, or conducted via a self-showing, we will make sure your house gets shown to qualified prospects.

If the home is occupied, we will typically ask the showing agent to give the resident at least 24 hours’ notice and access the home via the lockbox. It’s generally advised that the resident is not at the home and proper coordination has been conducted so that any pets are removed or kenneled. We also ask the resident to put away or lock up their valuables and medications. Oftentimes a showing agent cannot give such notice and may even show up unannounced! If that occurs, the current resident can simply turn them away and ask them to come back. However, if they are flexible, it’s best to show the home and make sure they receive a business card so we have a record of the visit.

The owner agrees to give Mars Hill permission to use any access procedures that Mars Hill deems necessary to list and manage the home and share these access procedures with any parties that Mars Hill deems relevant. These include combination lockboxes, Sentrilock/Supra, Smartlock, and CBS code access.

How Often Market Updates Are Provided

Once your home is active on the market, we will give you updates every 1-2 weeks of any showing activity, agent feedback or rental rate change recommendations. We will continue this process until your home is leased.

Property Status in MLS

The status of the property in MLS is “Active” when it is on the market. Per the rules of the MLS/MRIS, we change the status to “Active Under Contract” when a completed application is received and processed and all monies are paid. We then change the status to “Pending” when an application is approved. Lastly, once a lease is signed, we change it to “Closed”.

Resident Selection Process

We have an excellent record of helping our owners choose a qualified renter for their homes. As we take resident screening very seriously, we have a very stringent screening process that will eliminate unqualified prospects. We will complete the following reviews (Please see Resident Handbook “Tenant Selection Criteria” for more details on our screening criteria):

Credit History
Real Page Artificial Intelligence “AI” Score
Criminal History
Eviction History
Proof of Income
Debt/Income
Rental History
Employment History
Phone Interview

Once completed, we will recommend either approving or denying the applicant. If approved, we will begin the lease signing process. If denied, we will provide the applicant with a denial letter as well as reason for denial. In order to keep the momentum going with the prospect, we will often decide to approve the resident and give you a 12-24 hour window to comment or ask questions.

The Lease

Executing The Lease

We will be acting as the agent on your behalf to negotiate, prepare, modify, cancel, and sign all aspects of the lease. Until all parties sign a lease and have received an executed copy, the agreement is not legally binding. In Texas, we use the standard Texas Association of Realtors (TAR) Residential Lease Agreement. We use the standard Northern Virginia Association VRTLA Lease in Virginia and GCAAR Lease in Maryland and Washington, DC which is provided by our Local Association/Board (with a few company-specific changes). These leases are kept up-to-date by the Local Association and State Association legal counsel, with new requirements or protections offered under the law. We do not change these leases and if you would like to review them before we begin marketing your property, please let us know and we will be happy to provide you a copy.

Other Lease Clauses And Addendums

We include additional lease clauses specific to our managed properties. These terms/clauses/addenda are included to assist us in managing your property to our company standard. The inclusion/addition of these help us maintain an excellent track record of low late payments, evictions, maintenance costs and several other key performance indicators.

Pet Addendum

Unless you have indicated otherwise, we will accept up to two (2) pets that are no more than 50 pounds each. Anything other than this will need to be approved by the owner. There will be a $250 non-refundable pet fee and $30/mo pet rent for the first pet. Depending on the number of additional pets or type of pets, we may require an additional $30/mo pet rent or $100 payment added to the security deposit for each additional pet. We will require residents to clean any carpets using an odor treatment and require the property to be deflead if necessary.

There are certain “aggressive breeds” that are prohibited unless the owner and/or the owner’s insurance approves. The resident would also need to obtain $1,000,000.00 liability coverage for the pet showing “Mars Hill Realty Group, INC, and (current owner of property)” as “Additional Insured”. The dogs that have been identified either fully or partially of the following breeds are:

Akitas

Alaskan Malamutes

Cane CorsosastiffDobermans

Chows

Dobermans

German Shepherd

Great Danes

Mastiffs

Siberian Huskies

Wolf Hybrids
Any others that display dominant or aggressive behavior.

The following breeds are prohibited without exception:

Pit Bull Terrier

American Staffordshire Terrier
Rottweiler

*In the 16-year period from 2005 – 2020, canines killed 568 Americans and Pit bulls and Rottweilers contributed to 76% of these deaths in nearly all age groups. 17% resulted in meaningful criminal charges in 2020. Reference: https://www.dogsbite.org/dog-bite-statistics-fatalities-2020.php

Service/Emotional Support Animals (S/ESAs)

Unfortunately, even if you do not allow pets, the law does not allow us to deny applicants who have S/ESAs. Also, we are not able to charge any additional fees/deposits for S/ESAs. However, we will require them to provide us with information so that we can verify the legitimacy of their S/ESAs.

Early Termination of the Lease

Occasionally a resident will want to terminate the lease early. Our company policy is to inform them that they have agreed to pay an Early Termination Fee (ETF) of one month’s rent and a Re-let Fee of one month’s rent. The Re-let fee is an administration fee that Mars Hill keeps offsetting our additional expenses. The ETF is to help you recover your costs of potential vacancies and make-ready expenses that are not attributed to the security deposit. Mars Hill will waive our Leasing Fee to find a qualified replacement tenant.

Tenant agrees to provide a new lease termination date that is no sooner than the last day of the month following the month in which the notice is given. Failure to pay this prior to move-out will expose tenants to additional costs and liability such as collection costs, court costs, and attorney fees. We cannot collect “double rent” from both an outgoing resident and an incoming resident so if we do lease it out earlier than the new lease end date and the existing tenant is vacated, we must pro-rate the amount collected from the outgoing tenant.

Experience has shown that providing no way out of the lease will create situations in which a tenant will vacate early, regardless of the consequences, because they are counting on the legal responsibility of the property manager to re-lease the property and minimize their damages. As a result, the landlord is left with paying a leasing fee and accelerated make-ready costs. However, under this policy, a 2-month penalty that is written in the lease, will provide us the ability to maintain enough incentive to comply with an original lease term. Even if a tenant does not comply, we will have the ability to collect on the 2 month’s through the security deposit and other means. This is one of those policies where you do not want to take a hard stance and by providing a process that can be clearly communicated from the onset of the lease, you stand a better chance at minimizing loss in an early lease termination situation.

Termination of the Lease

If either you or the residents do not want to renew the lease, either party must give written notice of this intent within the time frame noted in the lease. It is normally 60 days prior to the lease termination but refer to your lease for the required days’ notice. Please check your specific lease for the term agreement and conversion to month-to-month.

Month-To-Month Leases

We do not recommend month-to-month leases unless your current lease terminates during the winter months and you want to wait for a better time of year to re-rent it. It is usually better for the landlord to have a specific lease term for planning purposes. We don’t recommend month-to-month leases because of the risk of vacancy at any time. If your current lease terminates during the late winter months, it definitely makes sense to offer a short-term lease for a few months in order to have the property become available in the spring/summer season. We can specify that the month-to-month term will not extend beyond a certain date, and upon that date, we can sign a 12-month renewal with the tenant or market the property. All of this is market dependent.

Lease Term

The standard term is 12-24 months. On month-to-month and short-term leases, we usually recommend a 10% premium on rent to help cover the renewal fees.

Lease Rate

We will provide you with our market analysis based on comparables that have been rented in the past 6-12 months in your neighborhood and/or zip code to determine the lease rate.

Property Management

Management Fees

Single Family Residential

The management fee is only charged on rent that we collect. Therefore, you will not be paying a management fee when we are marketing your home if it is vacant.

1 – 5 properties – 10% monthly management fee
6 – 10 properties – 9% monthly management fee
11+ properties – 8% monthly management fee

Condo Association And HOA Management

Condo Association and HOA management fees – negotiable 12%-15% + initial set-up fee

Multifamily Buildings

Multifamily buildings (i.e. duplex and fourplex) – negotiable 12%-15%

Vacant Home Management

Vacant Home Management – $150/walkthrough and $75/work order coordination

Storage Facilities

Storage Facilities – 6% of fees collected + pass-through hourly rate for management

Mars Hill Partner Club

Mars Hill has created a Partner Club to add value to our relationships and promote a community that helps each other meet our goals. We have partner programs for owners, residents, our service providers and agents that work with us. Each one is tailored to what each group would consider a value to them. We consider this a living program as we intend to add additional benefits as we grow the Partner Club. This will happen when we receive feedback from our members over the year. We have included details on the two Partner Club programs that may interest you.

Changes to these programs in your contract can only be made at the beginning and end of a resident’s lease.

Owner Partner Club

Investor Level

Fee-$16.00 per month

We have created an exclusive level of membership for forward-thinking property owners with an eye toward preventative maintenance and concierge service. Owners are automatically enrolled at this level unless they choose the Landlord Level on the OIF. Membership costs $16/mo and includes the following benefits:

1. Tenant Replacement Guarantee – If we put a tenant in the property and they need to terminate the lease early, for a reason not allowed in the lease, we will replace that tenant with another qualified tenant and waive our Leasing Fees.
2. 100% Satisfaction Guarantee – cancel contract with 60 days notice
3. Professional Photography of your listings
4. 24/7 Owner Portal Access to all investment home records
5. Access to our Vendor Network
6. Newsletter with Mars Hill discounts provided by our preferred vendors. Access to our Vendor Network
7. Free rental analysis for future investments
8. 24-Hour Office line monitoring during weekdays and weekends 8 am – 5 pm CST
9. 24-Hour Emergency Maintenance Hotline
10. *Rented in 60 Days Guarantee – We will find a tenant within 60 days from the time a home is vacant, in move-in ready condition, and priced within our original recommendation or we will credit the first month’s management fee.
11. *Property Peace of Mind Guarantee – We’ll offer a one-time $500 credit for any property damage that we cannot collect from the tenant at the end of the lease term.
12. *Eviction-Free Guarantee – If we put a tenant in the property and we need to obtain a judgment for non-payment of rent, we will cover the cost of the eviction process up to $1,000.
13. *10% discount on Mars Hill Maintenance Technician rate for work orders.
14. *Professional Videography of your listings
15. *Monthly filter delivered to your rental home
16. *Exclusive Investor level discounts from our vendor network
17. *$175 credit towards temporary AC and Heat equipment service during emergency situations.
18. *Option to have a third bid on major repairs upon request
19. *Portfolio and Investment Home Consultation
20. *Priority access to investor-grade properties
21. *Exclusive payment terms to carry expense balances
22. *Appraisal reimbursement provided by American Financial Network when buying or refinancing a home ($500)
23. *Preferred 5%-50% discounts off the nightly rate when booking your next vacation at any home in the Mars Hill Vacation Rentals portfolio of properties.

*Exclusive to Investor Level

Landlord Level

Fee-$6.00 per month

All property owners that opt out of the Mars Hill Partner Club Investor Level will be enrolled at the Landlord Level. Membership costs $6/mo and includes the following benefits:

Tenant Replacement Guarantee – If we put a tenant in the property and they need to terminate the lease early, for a reason not allowed in the lease, we will replace that tenant with another qualified tenant and waive our Leasing Fees.
100% Satisfaction Guarantee – cancel contract with 60 days notice
Professional Photography of your listings
24/7 Owner Portal Access to all investment home records
Access to our Vendor Network
Newsletter with Mars Hill discounts provided by our preferred vendors’ access to our Vendor Network
Free rental analysis for future investments
24-Hour Office line monitoring during weekdays and weekends 8 am – 5 pm CST
24-Hour Emergency Maintenance Hotline
5% discount on Mars Hill Maintenance Technician rate for work orders.

Resident Partner Club

Master Insurance Benefit Package

Fee is $40.00 per month

Insurance Coverage

$100,000 Renters insurance coverage
$10,000 Content coverage
Renters Insurance claims assistance
*Additional $1000 pet damage protection
*Additional $1000 bed bug protection
*Additional $500 mold remediation protection
*Additional $1000 loss of rental income protection

*Deductibles and other limitations may apply

Additional Benefits

Newsletter with Mars Hill discounts provided by our preferred vendors
Monthly filters delivered to your door (if applicable – $120 a year value; owner must sign up)
24 Hour Emergency work order hotline
Pre-move-in walkthrough and house orientation ($150 value)
*Mars Hill Financial Assistance – Eligible for Rent assistance program
Mars Hill Grace Pass – one-time forgiveness for returned payment or late fee ($50 value)
24/7 Tenant Portal Access to all lease records
Renter to Owner Concierge Program
Unlimited Home Buying Consultation
RentReporters.com referral link – https://prf.hn/click/camref:1011lcMku ($20 value)
*$50 Monthly commission credit toward  toward home purchase (if represented by Mars Hill – $600 value)
Appraisal reimbursement provided by American Financial Network when buying or refinancing a home ($500)
Preferred 5%-50% discounts off the nightly rate when booking your next vacation at any home in the Mars Hill Vacation Rentals portfolio of properties.

Tenant Insurance Benefits Package

Fee is $35.00 per month

Insurance Coverage

If the tenant prefers to provide their own insurance, the following is required:
Proof of renter’s insurance prior to the move-in date
Must provide a minimum of $100,000.00 in general liability coverage
Must name both Mars Hill Realty Group, Inc. and the owner as “Additional Interest”
This insurance must be maintained throughout the length of the lease and any renewals. If there is a failure to maintain renters insurance, this could result in an eviction
The insurance company must email the “Declarations” page to Mars Hill prior to the “Pre Move-In Walkthrough”. Codes/keys will not be released until this information is received.

Additional Benefits

Newsletter with Mars Hill discounts provided by our preferred vendors
Monthly filters delivered to your door (if applicable – $120 a year value; owner must sign up)
24 Hour Emergency work order hotline
Pre-move-in walkthrough and house orientation ($150 value)
*Mars Hill Financial Assistance – Eligible for Rent assistance program
Mars Hill Grace Pass – one-time forgiveness for returned payment or late fee ($50 value)
24/7 Tenant Portal Access to all lease records
Renter to Owner Concierge Program
Unlimited Homebuying Consultation
RentReporters.com referral link – https://prf.hn/click/camref:1011lcMku ($20 value)
*$25 Monthly commission credit toward home purchase (if represented by Mars Hill – $300 value)

*Deductibles and other limitations may apply

Restorative Investing

Helping others and building relationships is at the core of what we do. We have had clients offer their homes at significant discounts from the market rental rate to help their community. This could benefit families that are going through a financial/health crisis or even victims of natural disasters (i.e. flooding or fires) looking for temporary shelter.

When you discount your rent, we match that discount on our management fees. For example, if your home’s market value is $2000/mo and you want to offer it for $1000/mo (50% of market value), we will discount our management fee by 50%. If you offer your home for free, we will manage your home for free too!

Communication and Dispute Resolution

We use text, phone, and/or email to communicate with you. You can expect a response by Noon the next business day. If things are extraordinarily busy or the response requires research/time, we will acknowledge that your communication is received by noon the next business day and will properly set the expectation for a future, detailed response.

We handle all communications with your renters. That is what you pay us for! If a renter knows how to contact you, they will! Please help us to reinforce this policy by referring any “accidental” direct contact by the renters to us so that we can stay in the loop. We do NOT handle the following:

Communicating on your behalf for tax appraisal disputes
Being a mail hub and having your mail communications forwarded to us
Negotiating with your insurance company on claims

If we are placed in the position to help you with any of these additional services above, we will charge an hourly rate of $200/hour for our time unless previous arrangements have been made. Here are the options we have provided to you if you have mail that has not been forwarded:

Option 1: We pick up, mail, and charge $100 + shipping

Option 2: Tenant mails and we credit them $100 + shipping

Option 3: Tenant can take a photo and Owner can have tenant dispose of it if deemed junk mail

Option 4: Tenant can write “Return to Sender” on the mail and put it back in the mailbox

Option 5: With owner’s permission, tenant can open it and scan or take a photo of it for us.

All communications should be handled through your owner portal. Not only will you get a quicker response, but we then have a written trail of communications. Once you log a question or comment on your owner portal, it will be dispatched to the appropriate person to respond back to you.

Please contact your property manager for any dispute resolution regarding staff. If you are not able to resolve your questions with the property manager, you may always request a phone call with the broker/owner. We do our best to work with you, but sometimes there will be situations where you may not agree with a decision we have made. Here are the following remedies available for the Landlord if they disagree with a decision that Mars Hill has made.

Continue to trust in the good faith and judgment of Mars Hill even if it is contrary to your own opinion.
Negotiate new terms for the management contract and lease that are mutually agreeable to all parties. These terms will need to be publicized as such during marketing as exceptions to our Landlord and Resident handbooks.
Give notice of termination to Mars Hill. (Mars Hill reserves the right to immediately terminate the agreement should we determine the Landlord is making a decision that compromises the safety of the tenant or prevents Mars Hill from conducting ethical business practices.)

If you are a Texas owner, you can also forward your questions or concerns to the following persons:

Contract Questions, New Owners, Client Relations – Propertymanager@marshillrealty.com
Maintenance, Make Readies, Bids – service@marshillrealty.com
Accounting, Statements, Owner Draw – Accounting@marshillrealty.com
Owner Portal, Office Administration – websites@marshillrealty.com
Renewal Questions – Propertymanager@marshillrealty.com
Marketing Questions – marketing@marshillrealty.com

If you are a VA/MD//DC owner, you can forward your questions or concerns to the following persons:

Contract Questions, New Owners, Client Relations – Propertymanager@marshillrealty.com
Maintenance, Make Readies, Bids, Inspections – service@marshillrealty.com
Accounting, Statements, Owner Draw – Accounting@marshillrealty.com
Owner Portal, Office Administration – support@marshillrealty.com
Renewal Questions – Propertymanager@marshillrealty.com
Marketing Questions – marketing@marshillrealty.com

HOA, Insurance, Taxes and Recurring Services

Owners are responsible for updating their forwarding address and ensuring that all fees for HOA, Insurance, and Taxes are paid and that they communicate directly with these companies to ensure they are up to date. If an owner prefers, they can add the property manager’s email as an additional contact for the HOA so that we can receive SERVICE-RELATED HOA violations and can quickly respond. Please do not rely on us to be the primary contact for HOA, Insurance, and Tax purposes because those incur a financial obligation that the owner must be responsible for. Regarding interaction with the HOA on issues that affect their day-to-day occupancy, we encourage the resident to communicate directly with the HOA. If the leaseholder does not have the authority to coordinate, we will engage with the HOA as necessary. In rare circumstances, Mars Hill will require the owner to assist.

Lawn maintenance, pest service, and pool upkeep are all tenant responsibilities. These can be written into the lease and addendums to allow for owners to specify a specific vendor and contract for these services, but they are paid by the tenant. In the event an owner wishes to provide that service for the tenant, the owner will need to communicate directly with the vendor to ensure service is performed and submit payment directly to vendor.

Late Rent, Eviction, and Collections

Late Rent

Rent is due on the first of every calendar month and is considered late on the second. The late fee is assessed on the 4th, 6th, and 11th day of the month for TX, VA, and MD/DC respectively. Any late fees collected are considered company administration fees and are kept by the company. Returned check fees and trip charge fees are also administration fees. All rents received will be first applied to company administration fees on the tenant’s ledger prior to the rent.

Eviction

Evictions cost everybody time and money. However, if you choose the right management company, these are rare occurrences. We will do everything we can to avoid an eviction. Our .01% eviction rate is an industry low because of our proprietary tenant screening criteria and application systems. As a last resort, should it become necessary to file an eviction, we will refer the eviction out to an eviction attorney who is an expert at these types of proceedings. The owner will be responsible for attorney fees and any court costs such as filing fees incurred for the purposes of removing a renter from the home. These fees will be charged back to the resident in default if the lease allows.

Collections

Mars Hill will prepare the Itemization of Deposit within thirty days of the move-out date on the lease when the home is vacated. If there is a balance owed to the Owner by the residents, Mars Hill will try to collect that balance within thirty days of the move-out. If after attempting to collect the debt, the balance remains unpaid, the owner can then forward the file over to a debt collection service.

Maintenance/Work Orders

Policy and Procedures

The purpose of the maintenance division is to preserve the value and condition of your property by avoiding deferred maintenance. We are committed to taking care of your property and providing excellent service to the residents so that they will continue to renew the lease and become long-term residents. Residents are best kept happy when they know that work orders are being responded to in a timely manner.

In order to accomplish this, the management company must be afforded the freedom to make decisions on an owner’s behalf. That is why there is a $500 repair limit and portfolio minimum. We will make decisions on work orders that are under the $500 repair cap and the owner must keep a $500 credit on their ledger at all times.

We do our best to hire the right contractor for the job, but at times the contractor can cause damage or liability beyond our control. The landlord agrees to release Mars Hill Realty Group from all liability in these situations. We also limit the work we give to a vendor to $500 if we do not have a W-9 on file to avoid incurring tax penalties.

We respond to work orders by Noon the next business day. When we select a vendor to work at the property, our goal is to have the tenant and vendor schedule an appointment directly with one another and complete the work within 5 days after the vendor has been assigned.

Repairs Over $500

If it is NOT time-sensitive – Mars Hill will obtain approval from the owner before scheduling.
If the repair is time-sensitive – Mars Hill will contact the owner with our recommendations and move forward on a course of action if we do not hear from the owner within 24 hours. It is the owner’s responsibility to maintain updated contact information through their portal. Reasonable care and performance will be expected from owners for the sake of preserving not only the safety of the residents but also the property’s value and condition. We reserve the right to determine what is “time sensitive” or an “emergency.”
If the repair is a time-sensitive emergency – Some time-sensitive repairs are also EMERGENCIES. We reserve the right to make decisions in EMERGENCY situations without the owner’s approval if there is imminent danger to the property or the health or safety of the resident.

If a Landlord expresses their disapproval of a repair decision and does not want to permit Mars Hill to do a repair that we feel is necessary, that is contrary to this contract and potentially a violation of the property code. Regardless of the Landlord’s opinion to the contrary, Mars Hill has an obligation to fulfill the terms of the property management contract as well as the lease with the resident. Mars Hill, not the Landlord, determines what is necessary for the protection of the property and the health and safety of the resident using our professional judgment. See “Communication And Dispute Resolution” for potential outcomes.

Time Sensitive Repairs

Security

Actual fire on property
Break-in/Burglary
Broken door/window that cannot be secured and is located on first floor
Alarm that does not turn off and continuously sounding
In-home sprinklers that are running
Fence broken and there is a dangerous pet situation in the yard or neighbor’s yard.

Structural

Storm damage to roof with potential water penetration

Plumbing

No usable bathroom on the property
Burst water supply lines
Water heater failure/no water in home
Sewer backup or leaking into home

Electrical

High voltage electric hazard

HVAC

*No heat in the property and the outside temperature is below or forecasted to be below 32 degrees
*No air conditioning in the property and the outside temperature is above or forecasted to be above 90 degrees (source: weather channel).

*Under these conditions, we require temporary heat and air conditioning to be provided to residents at the owner’s expense. Here are the two primary options Mars Hill will use to reduce liability to the owner during these emergency situations:

We will authorize the renter to spend up to $400 on a temporary A/C unit, heater unit(s), and/or box fans at a local Home Depot/Lowes. This will be reimbursed and remain as property for the owner. The owner has the option to sell these unit(s) to Mars Hill for 50% of the cost.
Alternatively, Mars Hill will charge $270 to the owner for delivery, set up, unlimited rental days, and pick up of a Mars Hill portable A/C unit. This option is dependent on store hours/availability, tenant capability, and company resourcing

NOTE: Investor Level members of the Mars Hill Partner Club will receive a flat $175 credit towards these options.

Every work order that is submitted through the portal will automatically notify the owner via email so that there are no surprises at the end of the month when you see less rent money than usual. This also gives you the opportunity to proactively respond to work orders and approve them if you know they will be above $500. By cutting down the decision-making time, we are able to fix problems quickly before they develop into something worse. We also reduce the coordination hassle for the residents and improve relations with them as well.

Life Expectancy Per National Association of Home Builders – Repair or Replace?

Appliance replacements are often over the repair limit and are time-sensitive. It is very helpful if you can provide us with the age of your appliance on the OIF so that we can make a better judgment call on whether we should invest money to repair an appliance or replace it. Here is a formula that we consider when we have the right information about the appliance:

(1 – (appliance age /appliance lifespan)) x cost of new appliance = amount to spend over remaining lifespan)

Appliance	Life Expectancy (years)
Air Conditioners (room)	10
Air Conditioners (central)	15
Dehumidifiers	8
Dishwashers	9
Dryers (electric and gas)	13
Freezers	11
Furnaces (electric; gas; oil)	15; 18; 20
Garbage Disposal	12
Humidifiers	8
Microwave Ovens	9
Range/Oven Hoods	14
Ranges (electric; gas)	13; 15
Refrigerators	13
Washing Machines	10
Water Heaters (electric; gas; tankless)	11; 10; 20

Recommendations Against Home Warranties

Home warranties greatly limit our ability to respond quickly to needed repairs. In our experience, warranty companies use very poorly rated vendors to get the job done. If you have a policy for your home, please consider canceling or not renewing the policy for the duration of the management agreement. Please see paragraph 5d regarding time-sensitive repairs that may require action outside of your home warranty regardless of coverage.

Insurance Claims

When there are large repairs that require coordination with your insurance company, you are responsible for filing the claim and negotiating/coordinating with the insurance company on specific payouts and scope of work. We will coordinate with the insurance company to provide access to the property and provide you photos of before and after work. We can also recommend vendors to get the work completed. As with all emergency work orders, we reserve the right to get started on repairs to limit property damage even before the insurance company begins their coordination. All owners agree to release Mars Hill Realty Group from all liability resulting from scheduling delays with the insurance company.

Release Of Liability

All owners agree to release Mars Hill Realty Group from all liability resulting from scheduling delays with the home warranty vendor, insurance companies or resulting from delays caused by owners who have not approved work within 24 hours of notification.

Multiple Bids And Major Repairs

Oftentimes we use vendors that have already been screened for fair pricing and good business practices. However, on occasion, there may be repairs that warrant an additional bid. Investor Club members also have the option for a third bid upon request. If a Landlord Level member wants a third bid, or an Investor Level member wants a fourth bid, they will be responsible for an Additional bid cost of $50 per bid.

We define “major repairs” the same way we define “major renovations” Refer to the section titled Standard Make-Ready Versus General Contracting. Any repairs involving three or more vendors or costing in excess of three months of rent for the property is a major repairs. If we are placed in the position of managing a major repair, we reserve the right to include a project management fee of 10% on top of the total project cost.

Recommended Paint Colors, Flooring Options, and Appliances

If you are considering upgrades to your home, we can help you by recommending paint colors, flooring options, and appliance options that are durable and sustainable for a rental home.

The following are approved/recommended Mars Hill paint colors:

Sherwin Williams 6141 Softer Tan for walls option 1 – (Sheen: Eggshell)
Sherwin Williams 7029 Agreeable Gray for walls option 2 – (Sheen: Eggshell)
Sherwin Williams 0055 Light French gray for walls option 3 – (Sheen: Eggshell)
Sherwin Williams 7006 Extra White for door and trim – (Sheen: Semigloss)
Sherwin Williams 7006 Extra White for ceiling – (Sheen: Flat)

Recommendations custom to your property will be made by your property manager during the walkthrough. However, some common recommendations that we make are:

Choose Quartz countertops when upgrading counters
Use a waterproof Luxury Vinyl Plank (LVP) when replacing flooring and choose a light wood color like hickory or oak
Choose appliances that are known for low maintenance calls: Speed Queen for washer/dryer, Bosch for dishwashers
Don’t use toilets with flush valves on top, they are more difficult to maintain
Use Moen brand for plumbing fixtures

Wear and Tear

A fact of home ownership is that your home will degrade and deteriorate over time. This includes the overall structure of the home as well as appliances, plumbing, wiring, etc. We will provide our best efforts to preserve the value and condition of your property. The owner should expect normal wear and tear of flooring and walls and be prepared to replace and repaint accordingly every three to five years.

Utilities

Any utilities that are covered by the HOA payment will be the responsibility of the Landlord. Utilities should always be kept on, when the resident is not responsible for it during their lease, the bill will be paid by the Owner or reimbursed to Mars Hill Realty Group. The owner should coordinate with the utility companies to have a REVERT TO OWNER service in place. This will automatically switch utilities between tenants to the owner’s name. If this service is not available, Mars Hill can manually switch utilities to our company name, but this is a laborious process to coordinate with utility companies every time and involves reimbursement of the utility costs from the owner.

Repair Deductibles

The reason we may charge a repair deductible to a tenant is to prevent the abuse of the work order system. It is meant to eliminate frivolous work order requests by giving the tenant some level of financial responsibility. It is sometimes impossible to determine if breakage is due to the tenant or normal wear and tear so we charge a very minor repair deductible that would be passed on to the Landlord when collected. Repair deductibles are not charged for every work order, there are exceptions and they are evaluated on a case-by-case basis. The decision to charge the tenant a repair deductible rests solely with the management company.

Money Management

Direct Deposit Disbursement

This money is directly dispersed into an owner’s bank account by the 10th of each month (provided rents have been collected). All prepaids are not paid out to the owner until it is generated as a tenant ledger expense for that given month. We do not disburse lump sum advance rent payments until the month they are due to reduce liability to both owner and resident and to follow best accounting practices.

End-of-Year Accounting

Our CPA mails out year-end 1099 statements according to IRS regulations. Annual statements can also be viewed via your owner portal under the “documents” tab for the preceding year on Jan 15th each year.

Escrow Accounts

Occasionally, tenants pay one or more months of rent in advance. When this occurs, all advance rent payments are escrowed and distributed to the landlord as each month’s rent comes due.

Invoices

Invoices can be viewed via your owner portal under the “bills” tab.

Monthly Statements/Ledger

Monthly statements are emailed to the owner following direct deposit disbursement which can also be viewed via the owner portal under the “statements” tab. On the far right side of the portal bills tab is a filter. The default is the current month. If owners want to see previous time periods, the time frame must be adjusted. If there are questions about the ledger, email Alicia@marshillrealty.com. You should receive a response within 24 hours.

Owner Contributions

If expenses exceed $1500, your property manager will ask you to make an owner contribution through your owner portal. Once you log into your portal, click on the “statements” tab then scroll to the bottom of the screen and click on the “edit payment account” button. On the next screen, you will need to enter your bank name, account type, routing number, account number, SS number, driver’s license number, and driver’s license state, as well as your billing address info. Once all that is entered, click save. Now, go back to the “statements” tab, and on the right side, you will see “make contributions online”. Click on this link. The next screen will have a place for you to enter the amount you would like to contribute and then click “save”. There is an additional option of payment by credit card. Note, there is a fee equal to 3.1% of the total amount being charged.

Portfolio Minimums/Reserves

A minimum of $500 will be held in a contingency reserve account.

Banking Information Updates

Any banking information changes can be made directly in the portal by the owner. They can reach out to the Accounting team for assistance if needed. We require double verification for all banking information to prevent fraud.

Owner Portals

Once you sign up with Mars Hill, you will receive an email inviting you to create your owner portal and password. Please note, for security reasons, there is a 48-hour window for the invitation, so if you don’t have an opportunity to set up your portal before it expires, please let us know and we will be happy to reset it for you.

Once you have your portal set up, you will be able to keep track of your monthly statements, bills, maintenance requests and other documents. If you need to make a payment to Mars Hill, you will be able to make an owner contribution on your portal as well.

Property Visit Frequency

There are many different situations when an inspection of the property may be performed.

Pre Move In Walkthrough

This standard walkthrough occurs two to three days prior to move-in. The purpose of this walkthrough is to make sure we document the condition of the home with a thorough report and multiple photos. We will also verify that the resident has all their monies paid, paperwork complete, and utilities on, and are ready to review the basic functions of the home as well as to make sure it is ready for occupancy.

Post Move-In Update

Within the first five (5) days of occupancy, the Resident will have the opportunity to add any items that were not documented at the Pre Move-In Walkthrough. They will make a note of any cosmetic and/or mechanical defects found on the property that were overlooked in the pre-move-in walkthrough. It is important to be thorough and detail the pre-existing condition of the property accurately to prevent inaccurate assignment of financial responsibility during move-out. The Resident will be held responsible for any defects found upon move-out not already listed on these forms.

Any damages or defects found will need to be detailed in an email and sent to the Service Team at service@marshillrealty.com along with supporting photos. The Service Team will save the information with the existing Pre Move-In documentation which is visible through the Owner and Resident Portal.

Annual/Renewal Condition Updates

Every year a Mars Hill Walkthrough Technician will reach out to coordinate documenting the condition of the property. The Walkthrough Technician will reach out through an email offering the option of conducting the documentation of condition in person or coordinating with the tenant to perform the documentation virtually. If the virtual option is chosen, then the Walkthrough Technician will respond with an email providing instructions on conducting a virtual documentation of the condition of the property. This email will provide 3 easy steps and a listing of the photos that need to be provided. The Walkthrough Technician will reach out via phone, if needed, for any additional coordination. See the Renewal section for more details.

Move Out Walkthrough

This standard walkthrough occurs within 48 hours of a resident vacating the home. We coordinate with the residents to perform a Move Out walkthrough once they have vacated the property and completed the requirements of the lease.

Total Walkthroughs

Over the course of the lease, we are in the home at least three to four times via our standard walkthroughs, not including any additional exposure to the property as a result of work orders. We have found that this is a sufficient balance to take care of your home and still respect the privacy of the tenant. Unless we receive a tip from a neighbor, or HOA letter, or anything that warrants an additional walkthrough, we do not conduct any other visits to the property. If a lease violation is noted, we may do a follow-up inspection to make sure the tenants have complied.

Out of Cycle Walkthrough

If you require an additional walkthrough, we can do so at the rate of $150/inspection.

Landlord Walkthroughs

When you are in the area, it is natural to want to see your property. Out of courtesy to the resident, please give us advanced notice if you are planning to be in the area and would like to stop by your property. We will notify the tenant and make this coordination. The lease requires us to give the tenants reasonable notice. Try to give us at least several days’ notice to prepare the tenant and to schedule a convenient time for all of us.

Security Deposits

We require one month’s security deposit from a resident and hold it in a non-operating escrow account. We audit our accounts quarterly to ensure our deposits are balanced.

When we conduct a move-out walkthrough, our goal is to determine what we should fairly deduct from the tenant’s security deposit. These are damaged items in the home that were not damaged and recorded via the post move in walkthrough report and photos. Tenants can only be financially liable for damages beyond normal wear and tear and those costs will be reduced according to the depreciation schedule of 3-5 years for carpet and paint.

It’s important to note a few things to properly manage your expectations as a property owner:

We Do Not Deduct For Normal Wear and Tear

Every landlord wants to get a property back from a tenant in the same condition that it was when the tenant moved in. However, normal wear and tear has to be expected and the law requires property owners to take care of any normal wear and tear at their own expense.

Defining Normal Wear and Tear – Wear and tear is the deterioration in the property condition that is the result of normal use. It defines what would have happened to your property even if you were living there yourself. Everything in your house has a limited lifespan, and those things break down and wear out even when they are being maintained and taken care of. Examples of normal wear and tear include scratches and marks on walls and floors, shoe marks, and worn carpets in high-traffic areas over the course of several years. It’s similar to the depreciation that occurs on anything that’s being used consistently.

It Is Impossible To Catch Everything

This is not a perfect process and we do not guarantee that we will catch 100% of all items that the tenant has damaged. The idea is to catch the most obvious and 90+% of things that the tenant is responsible for. Although we will send you photos so that you can review the condition as well, photos are not capable of accurately portraying wall conditions as well as when you are present in the home. The owner should be prepared to paint the home and replace the carpet every 3-5 years depending on the type of carpet chosen and the amount of wear on the home.

Other Considerations

It is at the management company’s discretion to require the resident to provide proof of cleaning regarding gutters. This is an owner expense. If the home has trees above the roof line or in close proximity to the home and they have occupied the home for 2+ years, we expect the tenant to conduct the cleaning. We also only enforce chimney cleaning if there was a cleaning previous to their move-in.

Resident Disputes

One of our primary duties as your representative is to enforce the lease. We will make every effort to do so before, during, and after the term of residency. If ever a dispute arises with the resident, Mars Hill will make every effort to resolve that dispute according to the terms of the lease and the Property Management Agreement. Ultimately, contracts are between the Landlord and Resident and if any legal action is necessary, the Landlord is responsible for all legal fees.

Renewals

Renewing the Lease

If the resident does not provide us notice to end the lease, we will coordinate a lease renewal. We always attempt to increase the rent if the market will support it.

If there are any changes to the lease, such as the owner moving from Investor to Landlord level, it would be done at this time.

Fees

There will be a fee of 30% of the new monthly rental amount to renew an existing lease. This fee will be charged upon executing the lease renewal addendum. We define a renewal as any time we need to extend the terms for an existing tenant because their current lease is ending. When a lease is over, a lease term is negotiated with the tenant (i.e. month-to-month, 3, 6, 9, 12, etc. month extension). Regardless of the term, this will incur a 30% renewal fee. Ideally, the new lease rate takes into consideration the length of the lease, as well as market conditions, to help offset the renewal fee expense.

Procedures

Initial Contact with Resident

60-90 days prior to a lease expiring, we will contact the resident to determine if they want to extend the lease.

Property Walk-through

If a resident wants to renew the lease or is indecisive, we will conduct a photographic condition update to determine the condition of the home. We want to make sure the resident is taking good care of the home prior to renewing their lease.

Market Analysis

We will conduct an updated analysis to make sure your home is priced competitively in the current market.

Owner Recommendation

We will consider the rental history, property condition, and market analysis to make a recommendation to you.

Lease Extension

Once we agree on a course of action, we will negotiate a new lease extension with the resident.

End of Management

Either party, the Landlord or the Property Manager, can give notice to terminate the leasing/management agreement after the initial 12-month period. The contract will terminate 60 days from notification. During the last 60 days of the management, the following will occur:

The Landlord will be responsible for all bills and pay all work orders directly. Since revenue will be limited by the lack of incoming rent, this will ensure all bills are fully paid by the Landlord’s funds.
If applicable, the property manager will transfer the security deposit to the new property manager and give notice to the resident.
The Landlord will be responsible to download all of their files from their portal since they will no longer have access after 60 days.
If applicable, the Landlord will transfer all utilities into their name 45 days prior to management end date to allow sufficient time for the final utility bill to arrive and be paid.
Final payment of balance will be conducted on the next owner draw – typically the 1st of the next month.

Modifications

This Agreement shall include any exhibits, addendums, schedules, and amendments along with any disclosures that may occur from time to time. Notwithstanding anything contained herein, both Owner and Agent acknowledge that laws relating to the leasing and management of real estate in the States of Virginia, Maryland, Washington D.C., and Texas change from time to time. Owner and Agent agree that Agent may change the terms of this Agreement upon thirty (30) days’ notice which may be made via electronic means to the email address provided by the Owner. If the Owner objects to the modified terms, the Owner shall give notice to the Agent of said objection, and the Agent may either opt the Owner out of the change(s) previously communicated or allow the Owner to terminate this Agreement without penalty within the thirty (30) day notice period.

Summary of Fees

Additional Bids – If a Landlord Level member wants a third bid, or an Investor Level member wants a fourth bid, they will be responsible for an additional bid cost of $50 per bid.
Additional Services – Services not outlined in this handbook will be billed at $200/hour upon Landlord approval.
Credit Card – You are able to use a credit card to make payments. There is a fee equal to 3.1% of the total amount being charged.
Custom marketing link – $100 per link in addition to the cost from that website
Leasing Fee – 100% of one month’s rent (80% in Texas)
Mail Forwarding – $100 to pick up and forward mail (or as a credit to tenant if they are able to do this).
Maintenance Technician Rate – $90/hour
Maintenance Costs Financing – If a repair exceeds the portfolio minimum, Mars Hill might agree to pay for the repair and will be reimbursed by the owner from the next month’s rent. If the repair costs exceed the amount of rent that comes in, Mars Hill will charge 10%/mo on any open balance until paid in full. (5% for Investor Level members)
Major Repairs/Renovations – Defined as projects that require three or more vendors or repair costs that exceed three months’ rent. 10% of the total project cost.
Management Fee – 10% of rent collected
Mars Hill Partner Club – Landlord Level – $6/mo
Mars Hill Partner Club – Investor Level – $16/mo
Out of Cycle Property Inspection – $150/inspection
Renewal Fee – 30% of one month’s rent
Smart Lock Conversion – (Starts at $290; See Smart Lock Conversion Worksheet)
Vacant Home Management – $150/walkthrough and $75/work order coordination
Warranty Coordination Fee – $50 per work order

Resident

Office Contact Information

Office Locations And Contact Numbers

Property Managers And Business Development

Administration Support Team

Service Team

Accounting Support Team

Corporate Staff

Prior To Moving In

As-Is Condition

Leasing Sight Unseen

Tenant Selection Criteria

Rental History

Current Debt/Income Ratio

Real Page Artificial Intelligence “AI” Score

Credit History

Employment Verification And History

Criminal History

Social Security Number

Non-Family Member Occupants

Application Process And Procedures

Holding Fee

Application Fee

Resident Handbook – Addendum A

Supporting Documents To Application

Information Required Before Pre Move-In Walkthrough

Security Deposit

Mars Hill Partner Club

Master Insurance Benefit Package

Fee is $40.00 per month

Insurance Coverage

Additional Benefits

Tenant Insurance Benefits Package

Fee is $35.00 per month

Pre Move-In Walkthrough

During Occupancy Of The Home

Maintenance Procedures

How To Submit A Work Order

Maintenance Response Times And Access

Defining Time Sensitive Repairs

Repair Deductible

Resident Troubleshooting

HVAC Maintenance

Rules And Regulations

Access

Appliances

Association Rules And Regulations

Burglaries

Cable, Internet And Satellite

Candles And Fireplaces

Changes Or Alterations To Home

Change Of Household Policy

Commodes

Damages

Emergency Plan

Service/Emotional Support Animals (S/ESAs)

Exterior Hose Bibs And Water Shut Off Valves

Key And Access Inventory

Landscaping And Watering

Approved Mars Hill Paint Colors

Parking

Pest Control

Plants

Swimming Pool And Hot Tubs

Late Fee Rules By State

0-30 Day Timeline

Ledger Questions

Lease Renewal Procedures

Annual/Renewal Condition Updates

Short Term Lease Renewals

Early Lease Termination Procedures

Resident Move-Out Procedures

Being Contacted

Advantages For Home Preparation

Tips For Home Showings

Security Deposit At Move-Out

Summary Of Fees

Office Contact Information

As the managing agent for the owner, all communication needs to go through Mars Hill using the contact information below.

Office Locations And Contact Numbers

Texas Office:

By Appointment Only

Office: 512-942-0024

Virginia/DC Office:

By Appointment Only

Office: 703-776-9223

Fax: 815-346-5180

Maintenance Emergency Hotline: 512-688-6476

Business Development Hotline: 703-337-3253

www.MarsHillPropertyManagement.com

Property Management Team

Property Management Administration – Marketing/Listings
Group Email: PropertyManager@MarsHillRealty.com
Name	Title	Email	Phone
Valerie Tillery	Property Management Team Leader	Valerie@MarsHillTexas.com	512-359-5912
Brian Tanaka	Property Manager, Texas-North	Brian@MarsHillTexas.com	512-359-7167
Wes Kalk	Property Manager, Texas-Central/South	Wes@MarsHillTexas.com	512-818-5898
Tosalyn Sellers	Assistant Property Manager, TX-West	Tosalyn@MarsHillTexas.com	703-249-4502
Michael Hart	Property Manager, NOVA East/DC	Michael@MarsHillVirginia.com	202-740-7796
Ashley Schwartz	Assistant Property Manager, NOVA West	Ashley@MarsHillVirginia.com	703-828-6540
Lori De Jong	Marketing Specialist	Marketing@MarsHillRealty.com	703-546-4742

Administration Support Team

Marketing – Applications – Contracts – Administration – Portals
Group Email: SupportTeam@MarsHillRealty.com
Name	Title	Email	Phone
Edward Lui	(Interim) Support Team Leader	Edward@MarsHillRealty.com	571-267-8639
Cyrene Korpuz-Salting	Partner Club (Landlord/Tenant) Task Force Leader	Cyrene@MarsHillRealty.com	512-368-2541
Mary “Des” Manganaan	Application Processing Task Force Leader	Des@MarsHillRealty.com	512-368-2601
Aurea Vargas	HOAs Task Force Leader	Aurea@MarsHillRealty.com	703-563-2611
Levi Sangalang	Contracts Task Force Leader	Levi@MarsHillRealty.com	512-368-2621
BJ Muyano	Utilities Task Force Leader	Phones@MarsHillRealty.com	703-955-3244

Service Team

Work Orders – Make Readies – Walkthroughs – Estimates – Vendor Relations
Group Email: Service@MarsHillRealty.com
Name	Title	Email	Phone
Mark Sebastian	Service Team Leader	MarkSebastian@MarsHillRealty.com	703-656-9801
Jared Almaquer	Work Order Specialist	Jared@MarsHillRealty.com	571-261-8758
Maribel Villadieago	Work Order Specialist	Maribel@MarsHillRealty.com	571-858-9758
Travis Fletcher	Maint Tech Supervisor	Travis@MarsHillTexas.com	512-316-9830
Rodney Biehle	TX Maint Tech	Rodney@MarsHillTexas.com	512-955-4684

Accounting Support Team

New Accounts – Rent – Ledgers – Deactivations – Renewals – Vendor Payment
Group Email: Accounting@MarsHillRealty.com
Name	Title	Email	Phone
Jen Meitzen	Accounting Team Leader	Jen@MarsHillRealty.com	512-359-5914
Alicia Coursey	Receivables	Alicia@MarsHillRealty.com	512-359-5913
Melody Shiu	Payables	Melody@MarsHillRealty.com	512-910-3915

Business Development Team

New Owner Business – Mars Hill Partner Club: Referral Partners; New Renter Business
Group Email: BizDev@MarsHillRealty.com
Name	Title	Email	Phone
Mandy Forbis	Business Development Associate – Owners	Mandy@MarsHillRealty.com	512-736-8876
Felix Alegria	Business Development Associate – Renters	Felix@MarsHillRealty.com	512-368-2646

Corporate Staff

Name	Title	Email	Phone
Edward Lui	President and Broker	Edward@MarsHillRealty.com	571-267-8639
Jen Meitzen	Operations Manager	Jen@MarsHillRealty.com	512-359-5914
Christine Chapman	Human Resource Manager	Christine@MarsHillRealty.com	717-951-6809

Prior to Moving In

Prior To Moving In

There are a few important topics that need to be outlined and reviewed prior to moving into one of our properties. Our goal is to provide clear expectations so that there are no surprises. The terms “residents” and “tenants” will be used interchangeably throughout this handbook and your lease

As-Is Condition

All of our homes are provided in “As-Is” condition. This means that if the resident would like to make their move-in contingent on any repairs or cleaning, they must request this during the time of application and in writing. This gives the owner the ability to consider the entire application and the potential implications on their budget when making the decision if they would like to accept the application. After an application is accepted, cleaning or repairs can still be requested, but there is no guarantee of approval nor will those requests be considered a condition for move-in.

Leasing Sight Unseen

We do not typically lease properties sight unseen. A member of the household must view the home prior to submitting an application for tenancy. Viewing the home must be “in person” and not via a relative or by means of video. If a Property Manager makes an exception, then a “Mars Hill Realty Group – Sight Unseen Policy Exception” form must be completed at the time of application.

Tenant Selection Criteria

Mars Hill Realty Group, Incorporated is committed to compliance with all local, state, and federal fair housing laws. We comply with the “Realtor Code of Ethics” and the “National Association of Residential Property Manager (NARPM) Code of Ethics”. We do not discriminate against persons because of race, color, sex, handicap, familial status, national origin, age, sexual orientation or gender identity.

Our Landlords provide final approval for any applicant that does not meet or fully provide our qualification criteria. Our responsibility is to provide as much information as possible that shows the owner the level of solvency for each applicant. Any information that an applicant can provide to help us demonstrate that will be included and appreciated. We only consider a guarantor’s creditworthiness and AI Score to help strengthen your application, but it does not guarantee its acceptance and the owner reserves the right to make the final decision.

All applicants are required to provide the same supporting information so that we are able to complete a full profile for our owners to review. If we are unable to provide a full profile to the owner because the applicant does not have the same supporting documentation as the other applicants, this may impact the owner’s decision.

Any of the criteria listed below that is not met, may be approved on a case-by-case basis and will require additional security deposit payments and/or advanced rent payments.

Rental History

A positive rental history is required. There should be no evictions, broken leases, or outstanding balances. Verification will be made of the two previous residential addresses provided in the lease application. Failure to provide the requested information or providing inaccurate information may impact our decision to approve the lease application. Additional information gathered from previous landlords may also influence our lease approval. Other factors considered are:

Leaving a previous rental property in poor disrepair.
Late payments.
No rental history from unbiased sources.

Current Debt/Income Ratio

The qualifying criteria is gross monthly income that is three times the total monthly debt. The factors considered are:

Types of debt.
Sufficiency of income.
Ability to verify the stated income on the application.

Real Page Artificial Intelligence “AI” Score

A 700 or above score is required. The software that we use to manage our customer base and application process uses machine learning technology to leverage “AI” in an effort to help identify whether a potential resident would be a good fit for our property. The algorithms measure 9 different areas, such as collections, bankruptcies, foreclosures, and felonies, and provide a number between 0-1000.

Credit History

A 620 or above credit rating score is required. A “Credit Reporting Agency (CRA) Report” will be obtained to verify the credit history of the applicant. Any score that is below 620 will be considered for approval on a case-by-case basis. The following factors will also be considered:

History of “Write-Offs”.
Accounts that are in collections.
Bankruptcies.
The number of late payments.
Money owed to previous landlords.
Money owed to utility companies.

Guarantor’s credit score

Employment Verification and History

Two (2) years of employment history in the same job (or industry if self-employed). Length of employment may influence whether the application will be approved.

Criminal History

There can be no felony or drug conviction within the past seven years. Applicant cannot be a registered sex offender or pose any health or safety risk to neighbors. Databases will be checked for criminal history and the nature of the crime(s) may impact whether the application will be approved.

Social Security Number

The application will ask for a social security number. If the applicant does not have one then the following can be provided to help demonstrate solvency and a satisfactory criminal/credit background check:

An Individual Taxpayer Identification Number (ITIN) can be used in lieu of a social security number.
Background check and Positive Credit History from a third-party source.
Provide a guarantor to the lease, if the owner approves.

Pet Criteria

Pet criteria vary by homeowner, see MLS listing for details. No dog breeds that have “Pit Bull/Terrier” or “Rottweiler” are permitted. Any bite history or history of attack or dangerous behavior for all animals must be disclosed. This history may influence whether the application is approved. See the section within this document titled “Pet Policy”.

Occupancy Standards

In order to stay within HUD guidelines, more than two occupants per bedroom is not permitted.

Pet Policy

We will accept up to two (2) pets that are no more than 50 pounds each. Anything other than this will need to be approved by the owner. Pending approval of the owner, there will be a $250.00 non-refundable pet fee and a $30.00 per month pet rent for the first pet. Depending on the number of additional pets or type of pets, we may require an additional $30/mo pet rent and/or deposits, such as an additional $100.00 payment added to the security deposit for each additional pet. This pet rent is simply a payment for the privilege of having a pet on the premises. It does not get applied to any cleaning or damage. Cleaning and damages from pets come out of the security deposit. The resident is responsible for providing receipts for defleaing and deodorizing the property upon move out.

Akitas
Alaskan Malamutes
Cane Corsos
Chows
Dobermans
German Shepherd
Great Danes
Mastiffs
Huskies
Wolf Hybrids
Siberian Huskies
Any others that display dominant or aggressive behavior.

The following breeds are prohibited without exception:

Pit Bull Terrier
American Staffordshire Terrier
Rottweiler

No pets are allowed (even temporarily) anywhere in the house, garage, or yard unless authorized in advance in writing by Mars Hill Realty. Pet prohibitions apply to all mammals, reptiles, birds, fish, rodents, and insects. If you or any guest or occupant violates pet restrictions, you will be subject to the charges, damages, eviction, and other remedies provided for in the lease contract. If a pet has been in the house at any time during your term of occupancy, you are responsible for defleaing and deodorizing the property and removing all pet feces from the yard to protect future residents from possible health hazards. Please provide an invoice to us prior to move-out or it will be deducted from your deposit.

If we inspect the house and determine that an AUTHORIZED pet is damaging the property in any way, displays aggressive behavior, or is a nuisance to the neighbors, you will be asked to repair the damage and/or remove the pet from the premises. Dogs cannot be allowed outside overnight and unattended. If you fail to comply within two days of notification, your lease will be terminated as soon as possible.

Service Animals

By law, service pets for disabled persons may reside at the property without extra rent or deposits. Applicants must provide third party documentation of the necessity of said animal and its status as a service animal. The Mars Hill Realty Group “Assistive Animal Medical Provider” form must be submitted for approval. We will make every reasonable accommodation necessary in these circumstances.

Non-Family Member Occupants

Owner and HOA must approve any non-familial members that will be occupying the property for the length of the lease term.

Application Process and Procedures

The application instructions can be found on our website and all documents must be submitted online. All fees are paid online via ACH bank transfer or Square. There is a 4% fee to cover the cost for Credit Card transactions. Our website link is https://marshillpropertymanagement.com/. The following items are required in order to complete the application process. Updates to in- progress applications will be provided to applicants every 2 business days or you can reach out to Applications@MarsHillRealty.com for more information.

Holding Fee

The holding fee is equal to one month’s rent. This must be paid at the time of application and may be paid online via Square or bank transfer. This will be forfeited if you are approved for your application and do not sign the lease within 48 hours of notification of approval. This holding fee will be refunded if the application is rejected. This holding fee will become the first full month’s rent upon approval. If you pay via bank transfer, make sure you email Accounting@MarsHillRealty.com a copy of your deposit slip and a breakdown of the deposit to ensure the credit is applied properly. For example, $2,000.00 holding fee, $100.00 application fee.

Application Fee

Each potential resident, and guarantor, if applicable, over the age of eighteen (18) are required to pay a non-refundable processing fee of $50.00 per applicant.

Resident Handbook – Addendum A

The policies and procedures need to be reviewed and agreed to by the potential tenant before the application is submitted. Indication should not be given that the potential tenant has read and agreed to the addendum on the online application if this has not actively been done.

Supporting Documents To Application

All supporting documentation should be emailed to Applications@MarsHillRealty.com. The following documents should be part of this package:

Copy of photo identification such as a driver’s license or passport
Proof of income for verification
- If a W2 Employee – Last three months pays stubs/LES or employment verification document
- New Employment – Offer letter
- Self-Employed/Retired – Prior year tax returns, Form 1040, Pension Statement, and last three (3) month’s bank statements
- No Employment/Insufficient Income – Applicants without sufficient income must submit bank savings and/or checking account statements showing a minimum average balance equal to six months of rental payments. These funds must have been in the account for the last six months. In addition, the potential tenant would need to pay the last two months of rent before move-in and/or an additional security deposit.
- Two-Year Employment History Verification – If employment is less than two (2) years then add previous employment to your online application.
Home “As-Is” – Any requests for additional repairs or cleaning must be made in writing and submitted as part of the supporting documents package.
Miscellaneous Documents – There may be additional documents that are required such as a “Sight Unseen Policy Exception Form”, “Assistive Animal Medical Provider Form”. Any additional, unique information would be provided with the other information that is used when considering a tenant application.
Online Application – If there is an agent helping the potential tenant find a rental home, please provide their name, phone number and email address on the online application so that we can properly compensate them.

We will not process the application until we have ALL supporting documents and fees. After receiving an application, the support team will email a notice to all parties to either confirm that the application packet is complete or provide notification that information is missing. Once a completed “Rental Application Packet” has been received, a background check will be conducted that includes a criminal, residential, and credit history check. In addition, rental and employment history will be obtained. Unless an exception is made by the owner of the property, a social security number is required for a criminal and credit history check for all applicants.

Lastly, a phone or in-person interview will be conducted and the owner will be contacted with our recommendation. When there are multiple applications, they are all presented to the owner and the most qualified applicant will be chosen.

Three (3) business days, from the time the application is complete, is required for processing the application. To expedite processing time, make sure the application is complete and notify the rental history contacts to respond promptly when Mars Hill attempts to verify the information on the application.

Once the application is approved, an email will be sent providing details on the next steps. The security deposit and pet deposits, if applicable, will be due prior to the pre-move-in walkthrough. In addition, the utilities and renter’s insurance should also have been completed by the pre-move-in walkthrough date. This date is scheduled no more than three (3) days prior to move-in. This is to allow all parties time to address any additional preparation and coordination requirements to be ready at the point that the lease begins. The lease start date will not start sooner than 5 business days from the date this email is sent to allow sufficient time for walkthroughs, utility coordination, etc.

Information Required Before Pre-Move-In Walkthrough

Utilities are on and in the resident’s name and account numbers have been received by our Support Team
Online tenant portal set up
Security deposit, pet fees, pet deposit, pet rent, and any other amounts due
Renter’s insurance has been obtained and declaration sheet has been sent from the insurance company

Security Deposit

This is typically equal to one (1) month’s rent and is required to be paid prior to the pre-move-in walkthrough. We may ask for up to an additional (1) month’s rent if certain qualifying criteria are not met to help offset the risk of the application and/or rent to be paid in advance. Codes and/or keys to the home will not be released until this is paid.

Mars Hill Partner Club

All of our residents are enrolled in the “Tenant Program” of our “Mars Hill Partner Club”. All costs and benefits apply only when Mars Hill is managing the tenant’s property. Residents will choose from the following two “Resident Benefits Packages”:

Master Insurance Benefit Package

Fee is $40.00 per month

Insurance Coverage

$100,000 Renters general liability insurance coverage
$10,000 Content coverage
Renters Insurance claims assistance
*Additional $1000 pet damage protection
*Additional $1000 bed bug protection
*Additional $500 mold remediation protection
*Additional $1000 loss of rental income protection

*Deductibles and other limitations may apply. This applies to damage to owner property that the resident will be responsible for repairing or replacing. The $250 deductible is on the liability side, the liability claims benefit the property. In the extra endorsements (pet damage, bed bug and mold), the benefit is for the management company but typically the remaining balance of what is left over from a liability claim the management company will charge back to the resident.

For more details: https://drive.google.com/file/d/15pxZfNiAGldFRk-VQ7zvzHTRuRBtPo62/view?usp=sharing

Additional Benefits

Newsletter with Mars Hill discounts provided by our preferred vendors
Monthly filters delivered to your door (if applicable – $120 value)
24 Hour Emergency work order hotline
24 Hour Office line monitoring during weekdays and weekends 8am – 5pm CST
Pre-move-in walkthrough and house orientation ($150 value)
*Mars Hill Financial Assistance – Eligible for Rent assistance program
Mars Hill Grace Pass – one-time forgiveness for returned payment or late fee (Up to $50 value)
24/7 Tenant Portal Access to all lease records
Renter to Owner Concierge Program
Unlimited Home Buying Consultation
Sign up on RentReporters.com to improve your credit score for when you are ready to buy a home. Use the referral link https://prf.hn/click/camref:1011lcMku and promo code “RRA20” for a $20.00 discount.
*$50 Monthly commission credit toward  toward home purchase (if represented by Mars Hill – $600 value)
Appraisal reimbursement provided by American Financial Network when buying or refinancing a home ($500)
Preferred 5%-50% discounts off the nightly rate when booking your next vacation at any home in the Mars Hill Vacation Rentals portfolio of properties.
10% discount on Mars Hill Maintenance work.

Tenant Insurance Benefits Package

Fee is $35.00 per month

Insurance Coverage

If the tenant prefers to provide their own insurance, the following is required:
Proof of renter’s insurance prior to the move-in date
Must provide a minimum of $100,000.00 in general liability coverage
Must name both Mars Hill Realty Group, Inc. and the owner as “Additional Interest”
This insurance must be maintained throughout the length of the lease and any renewals. If there is a failure to maintain renters insurance, this could result in an eviction
The insurance company must email the “Declarations” page to Mars Hill prior to the “Pre Move-In Walkthrough”. Codes/keys will not be released until this information is received.

Additional Benefits

Newsletter with Mars Hill discounts provided by our preferred vendors
Monthly filters delivered to your door (if applicable)
24 Hour Emergency work order hotline
24 Hour Office line monitoring during weekdays and weekends 8am – 5pm CST
Pre-move-in walkthrough and house orientation ($150 value)
*Mars Hill Financial Assistance – Eligible for Rent assistance program
Mars Hill Grace Pass – one-time forgiveness for returned payment or late fee (Up to $50 value)
24/7 Tenant Portal Access to all lease records
Renter to Owner Concierge Program
Unlimited Home Buying Consultation
Sign up on RentReporters.com to improve your credit score when you are ready to buy a home. Use the referral link https://prf.hn/click/camref:1011lcMku and promo code “RRA20” for a $20.00 discount.
*$25 Monthly commission credit toward home purchase (if represented by Mars Hill – $300 value)
5% discount on Mars Hill Maintenance work.

*Deductibles and other limitations may apply

Insurance Waiver

Unless prohibited by law, residents waive any insurance subrogation rights or claims against the Landlord, Owner, and their insurers. If property is affected by mold, water damage, HVAC failure, or other issues that result in inhabitability, tenants will make a claim with their renter’s insurance.

Insurance References

Although we recommend signing up for the Mars Hill Partner Club “Master Insurance Benefit Package”, if you have selected the “Tenant Insurance Benefit Package” and do not already have an insurance company, we would recommend working with one of the following:

Texas

State Farm – Todd Hargrove – 512-863-2587, Todd@Toddhargroveinsurance.com
Farmers Insurance – Rob Hilton (Spanish/French speaking available) – 512-864-1719, rhilton@farmersagent.com
Safeco – Evans, Ewan and Brady (Spanish speaking available) – 512-869-1511, MelanieA@eebins.com

Virginia/DC

Comparion – Oliva Devescovi – 571-212-3380; Olivia.devescovi@comparioninsurance.com
State Farm – Jim Chen (Spanish/Chinese speaking available) – 410-766-4484; jimchenagent@gmail.com
Farmers Insurance – John Weis (Spanish/Korean speaking available); 703-475-4333; jweis@farmersagent.com
Central Insurance – Danaher-Skewes and Associates (Sharon Brown) – 703-969-6286; Sbrown@danaher-skews.com

Other Options

Liberty Mutual Insurance – 844-237-5603
USAA – 800-531-8722

REMINDER: Please also make sure they list our company address as follows: Mars Hill Realty Group, PO Box 5059, Georgetown, TX 78627

You are required to maintain your policy throughout the length of the lease and any renewals. You will be in default of the lease if you fail to maintain Renters’ Insurance during the entire length of your residency, we will automatically sign you up for the “Master Insurance Benefits Package” at $40.00 per month. We will provide thirty (30) days’ notice before implementing billing. We will upload this to your portal that we created for you.

Utility Information

Residents are responsible for all utilities to the home unless an exception is made on the lease. Utilities include services to the property such as electric, gas, telephone, cable, and internet. Any utilities that are covered by the HOA payment will be the responsibility of the Landlord. Residents are required to maintain utility service in their name up to two (2) days prior to the lease start date and two (2) days after your lease end date. This guarantees that utilities will be on when the pre-move-in walkthrough is conducted with the tenant (two days prior to the lease starting) and also ensures that the utilities are on when the move-out walkthrough is conducted. Please email the utility account numbers to us prior to the Pre Move-in Walkthrough.

All utility services are subject to interruption, temporary termination or increase in billing or usage in connection with, or for the purposes of repairs, alterations, or improvements to the Leased Property, surrounding buildings/common areas, or for emergency reasons. Management shall not be liable for, nor shall constitute a default by Management for any such increase, interruption, or temporary termination of utility services, nor is Management responsible for the availability of any utility, nor cost or fee thereof. Utility services shall include but not be limited to electricity, water, sewer, trash/waste removal, and gas. If a tenant cancels utility service prior to the lease end date, they will be charged a $50 administration fee and could be liable for any utility reconnect fees incurred by the management company.

Pre Move-In Walkthrough

Two (2) days prior to moving in, a representative from Mars Hill will walk the property with the residents to document its condition. Mars Hill uses detailed photos and written notes so that an adequate comparison can be made upon move-out.

Primary reasons for this walkthrough are:

Review the completed Inventory and Condition form with the Property Manager that documents the current condition of the property
Verify that the tenant has completed the necessary steps required for move-in such as
- The utilities are on in the resident’s name
- The security and pet deposits are paid
- The renter’s insurance has been obtained
- If applicable, additional deposits and/or rents are collected
Review important basic components of the home such as
- Air filters
- Smoke detectors
- Water shut-off valves
- Electrical circuit breakers
- HVAC condensate lines
- Other property-specific items that require the resident’s attention and answer any questions the residents might have at this time
Verify that the home is ready for move-in
- If something catastrophic occurred at the property we want to find out BEFORE the day of move-in. The property is rented in “As-Is” condition, so the purpose is to be certain there are no emergencies to address.
Key Coordination
- Once the tenant responsibilities have been met (rent and deposits are paid, insurance declaration page is sent, and utilities are on), the house keys/smart lock code will be released by a staff member, not the Property Manager doing the walkthrough. Under no circumstances can a resident move in prior to the lease start date. Some homes will be upgraded with a smart lock and a new passcode will be issued in lieu of keys. Homes with SmartLocks will only have the front door lockable from the exterior, all other doors will only be lockable from the interior.
- The tenant is responsible for rekeying the keys to the mailbox belonging to their rental property. This can be done by contacting your local post office and presenting them with a copy of your lease. It’s important to call them first to make sure.
- Tenant is responsible for removing and storing the lockbox, if there is no SmartLock. The Property Manager or anyone in the Service Team can be contacted if assistance is required.

Walkthroughs will not be scheduled on major holidays. Weekend scheduling is strongly discouraged and will be subject to a $200 fee.

During Occupancy Of The Home

As manager of the property, the role of Mars Hill is to ensure that the tenants have an easy way to communicate what is needed to ensure that the property is well maintained. By accurately documenting the condition of the home at move-in, there are no surprise charges to the tenant at move-out. We offer an easy process to initiate work orders and have service standards that our teams are measured by internally. The “Resident Handbook” is just one communication tool we use to provide our tenants with as much information as possible to make working with us easier.

Post Move-In Update

Within the first five (5) days of occupancy, the Resident will walk the home and make a note of any cosmetic and/or mechanical defects found on the property that were overlooked in the pre-move-in walkthrough. It is important to be thorough and detail the pre-existing condition of the property accurately to prevent inaccurate assignment of financial responsibility during move-out. The Resident will be held responsible for any defects found upon move-out not already listed on these forms.

Any damages or defects found need to be detailed in an email and sent to your property manager along with supporting photos. The Property Manager will save the information with the existing Pre Move-In documentation which is visible through the Resident Portal. If any of these findings require a service call then the Resident will need to submit a work order through the Resident Portal at this time.

It is important to be as detailed as possible and to list anything that is not in “Excellent” condition to avoid being charged for repairing at the time of move-out. Any recommendations for repairs will be made at the discretion of Mars Hill, especially if they represent a safety risk or a significant impairment to the property.

Resident Portal

Each resident, with a separate email address, will be invited to set up their “Resident Portal”. This can be accessed 24 hours a day to pay your monthly rent, submit maintenance work orders, check your balances, and review or print your lease and other important documents. When you submit a message, it shows up as an alert on our systems, which are checked regularly to provide you prompt service. See the portal payments document if you need assistance with the setup and use of your portal. For security reasons, we only accept payments through your “Resident Portal”. A $1.00 convenience fee is added to each portal payment. If you pay rent through any other method (for example, cash, check, certified funds, ACH) a $25.00 administration fee will apply. It is important to note that the banking information in our system is supplied by the tenant and is not visible to our staff. This is for security reasons. We do not “pull” money out of your account. Any money sent to us for rent is due to either the automatic or manual payment that the resident sets up.

Communication

As the property manager, our tenants are expected to communicate to or through Mars Hill on all matters pertaining to the rental property. Mars Hill will determine what needs to be approved by the owner and what is within our contractual rights to administer.

As the managing agent for the owner, all communication needs to go through Mars Hill using the contact information within this document. A work order should be opened through the tenant portal for any property maintenance issues, for example. The HOA should be contacted by the tenant directly should there be any issues pertaining to day-to-day occupancy. Typically, the tenant gets a quicker response as the resident of the property or they are able to physically go up to the HOA office and speak with them directly. If the leaseholder does not have the authority to coordinate with the HOA (this would have been identified at lease signing) then Mars Hill is happy to engage with HOA as needed.

Credit Card Usage

Mars Hill does provide the ability for our residents to use a credit card when necessary for their convenience. Because there are associated fees we do require the resident to reach out to an Accounting team member for processing.

Associated Fees

Associated fee to use a VISA card is 2.95% of average rent billed by Mars Hill. Since all rents are totaled and then averaged at the time of card use, this fee fluctuates.
Associated fee to use a Mastercard/Amex/Discover is 2.99% of the individual resident’s rent only.

Maintenance Procedures

Below are the business processes that we have put in place to make our tenants experience an easier one. Please contact any of our staff should you have suggestions for areas of improvement or accolades of a job well done.

How To Submit A Work Order

All work orders must be submitted online through your portal. You can follow up with a phone call, especially if it is an emergency. All work orders submitted through the portal will automatically alert the company maintenance team as well as the owner of the home and decrease the response time.

Maintenance Response Times And Access

The submitted work order will be acknowledged by the service manager by noon on the following business day. If we will be sending our in-house Maintenance Technician (MT), our MT will expedite the completion of this repair for you by accessing the home remotely and you will not need to be present for the repair. Our Maintenance Technician will provide 24 hours’ notice for the appointment, please be sure to notify our team if you need additional time to put away pets or have questions. If we will be using an outside vendor, we will make every effort to assign you a vendor and provide the vendor’s contact information to you by the end of the next business day that you submit that work order.

If the vendor is not being responsive to you, please notify us within 24 hours of receiving the vendor contact information and we will re-assign a new vendor after giving them one 24-hour extension. However, please also note that your cooperation to be responsive is just as important to getting work orders completed.

If it has been documented that a resident is not being responsive to the vendor and/or our company to secure a scheduled date of repair within 7 days of the vendor assignment, the work order will be closed out and the resident will be charged a $70 administration fee.

If it is a time-sensitive work order that requires immediate vendor access, the resident has a contractual obligation to cooperate with coordinating a scheduled date and time of repair. If coordination is not done within the same day of the reported work order, the Property Manager will inform the resident of the time of access and work with the vendor to access the home via a spare key or pin code and the resident will be charged a $100 administration fee + a $75/hour fee for our Property Manager to supervise

Defining Time Sensitive Repairs

Time Sensitive work orders will be responded to as soon as the request comes in. Some of the time-sensitive repairs are also emergencies. Emergency situations are defined as potentially life or health-threatening issues.

Here is a list of Time Sensitive situations:

Security:

Actual fire on property (call 911 first)
Break in/Burglary (call 911 first)
Broken door/window that cannot be secured and located on first floor
Alarm that does not turn off and continuously sounding (try to unplug first)
In-home sprinklers that are running (shut off water main)
Fence broken and there is a dangerous pet situation in the yard or neighbor’s yard.

Structural:

Storm damage to roof with potential water penetration

Plumbing:

No usable bathroom in the property
Burst water supply lines (shut off water main or call fire department/911 if you cannot locate)
Water heater failure/no water in home
Sewer backup into home

Electrical:

High voltage electric hazard (turn off breaker)

HVAC:

No heat in the property and the outside temperature is below or forecasted to be below 32 degrees (use space heaters)
No air conditioning in the property and the outside temperature is above or forecasted to be above 90 degrees (use fans or portable A/C unit)

NOT an emergency:

Noisy neighbors at any hour of the night (annoying, but not emergency – talk to neighbor/police)
Locked out of home (call locksmith and send us new copy of key)

Repair Deductible

This fee is applied to every work order submitted. Check the lease for exact details, but it typically ranges from $25-$100. Renting a home forms a partnership between the owner and the resident. This partnership is financial and it also extends to the maintenance of the property. If the damage was caused 100% by the resident, then the entire repair cost will be charged to the resident. The management company reserves the right to make that decision based on evidence from the vendor and the details that the resident provides.

Resident Troubleshooting

See the “Resident Troubleshooting Guide” for simple, effective solutions to common work orders that we receive. You could save yourself a repair deductible and solve the problem quicker!

HVAC Maintenance

If the property is on a filter delivery program, this will be specified in the listing. The exact filter size(s) will be delivered to your door every month (depending on the type of filter) so that the resident has a visible reminder to change the filter. This should result in a unit that operates more efficiently and ultimately lower utility costs for the residents. The resident is required to change the filter every time it arrives in the mail. Failure to change filters will result in a full HVAC servicing that will be billed to the resident at move-out. Residents should pour ¼ cup bleach in the primary condensate pipe every 6 months. If the resident is not on the filter program, they should change the filter according to the frequency on the lease at their own expense.

Rules and Regulations

Access

Our goal is to schedule appointments with the residents for access to the property. If we do not have a response from the resident within 24 hours or need to access the property sooner than the scheduled time, any Mars Hill agent, employee, vendor, contractor or representative may enter the property for any inspection or work purposes with a 24-hour notice to the tenant.

Appliances

If the home is equipped with appliances and you choose to use your own, the unused appliance is to remain at the property, and is the resident’s responsibility to move the appliance back to its original location upon move out. Tenant agrees to obtain written approval from their property manager prior to moving appliances.

Association Rules And Regulations

If the dwelling unit is located within a Community Association, Homeowners Association, or Condo Association, residents will be required to follow all rules and regulations of that Association. The resident will need to go to the website for the appropriate association and carefully read the “Association Rules and Regulations”; it is the resident’s responsibility to read, be aware of, and follow all rules and regulations listed. Any fines or restrictions imposed on the resident as a result of failure to comply with the rules and regulations will be the financial responsibility of the resident. Most fines can be avoided if the resident will comply promptly to any letters of noncompliance that we forward to them. We may need the assistance of the tenant to provide information as needed to the HOA or Community Association in compliance with the relevant Covenants and Restrictions. The resident is expected to coordinate directly with the HOA on all resident day-to-day matters. We find that this gets a more immediate result for the resident. Of course, if there are issues contacting the HOA or getting a response from them, we are available to help. The resident would need to submit a work order request through your portal and our service team will respond.

Burglaries

If your home is burglarized, any damage caused to the property is the responsibility of the resident. Immediately report any burglary and/or property damage to MHRG.

Cable, Internet, and Satellite

A resident shall not alter or permit any alteration to the outside of the premises without the written consent of MHRG. This clause pertains to TV antenna or satellite dish receiver installations. MHRG reserves the right to refuse permission to mount any cable or satellite equipment to the dwelling. In such cases, the equipment may be mounted to a non-permanent anchor (i.e., a post in the yard). If consent from Mars Hill is given, the dish and installation is at the resident’s cost. The resident may not install any antenna on the common roof or grounds of a multi-unit residential building. Residents are responsible for any damage or claim resulting from the installation of internet, cable or satellite services. Residents are responsible for complying with HOA rules and regulations for satellite installations and for the removal of satellite dish receivers.

Candles and Fireplaces

Candles may be used only with supervision. Some of our homes that are equipped with a fireplace may have a “no use” policy for the fireplace due to the age of the home. Check with the management office to see if the fireplace in the home you are renting can be used. Before any fireplace use, be sure to open the damper before starting any fire. If you are unfamiliar with how to do this, check with the Maintenance Division. If smoke is coming out of the front of the fireplace, put out the fire immediately and ventilate the house. Do not use soft woods in fireplaces such as pine, fir, and redwood because burning these wood types will cause a buildup of creosote in the flue, which can cause fires. Use hardwoods such as oak, walnut, etc. Do not overfill the fireplace and create a blazing fire that could cause damage to the firebox or cause a house fire. Use a fireplace screen at all times when using the fireplace to prevent damage, particularly to the flooring. Check to see if fireplace coals/ashes/embers are cold before removing them from the fireplace. Never store hot or warm coals in a container, such as a garbage can, paper bag, or any other container. Never store the garbage can in the garage or against the house. Store any warm or hot coals away from any combustibles or the residence for at least two (2) days before disposing of them; check them again before disposing. Most gas fireplaces require the use of a key to turn on the gas. Please be sure to keep track of the provided key and turn off the gas whenever it is not in use. If you cannot get the fireplace started or are unfamiliar with its operation, please contact the Maintenance Division for assistance. If the home has a propane tank for use in the fireplace, the resident is responsible for refilling the unit and providing proof to MHRG upon move-out. If the fireplace is used, the tenant must also clean and service the fireplace and provide a receipt upon move-out.

Changes or Alterations To Home

You must not alter the premises nor change any partitions, doors, or windows, nor add locks, paint, satellite dishes, wallpaper, or contact paper or put decals, staples, or “stickers,” etc. into/onto the walls, ceilings, doors or trim (including the garage) without our prior approval. All changes to the property must be approved in advance by MHRG to avoid potential repair costs upon move-out.

Change of Household Policy

When the household composition changes, or if there is a roommate situation and one roommate is moving out and the other resident(s) are remaining, the remaining roommate(s) will be completely responsible for the original rent amount and must be able to qualify on their own before the outgoing roommate is removed from the lease. Each resident is jointly and severally liable for all Lease contract obligations. If you or any guest or occupant violates the Lease contract, all residents are considered to have violated the Lease contract. If there is a dispute regarding amounts owed, it will be resolved among the roommates. Mars Hill will not get involved. Security Deposit is never disbursed until the property is turned back over to Mars Hill. The security deposit will then be dispersed to the primary leaseholder who has indicated such responsibility on the lease. Each person that signed the lease is fully responsible for the terms of the lease. This includes any damage done to the home after the departing roommate leaves. If the remaining roommate(s) would like to introduce a new roommate to the property, that roommate must be approved by Mars Hill and will need to undergo the same application process as the original residents. Mars Hill may require the group of remaining roommates to sign a new lease. There will be a $75 administrative fee for any lease changes in regard to change of household and potentially a rent increase.

Commodes

Do not use commodes, drains, or other plumbing fixtures for any purpose other than use for which they are intended. No debris such as sweepings, rubbish of any kind, disposable diapers, feminine hygiene products, or cat litter in the commodes.

Damages

The tenant is responsible for all damages done by any guests, any occupants, or any pets or assistant animals.

Emergency Plan

It is imperative that upon moving in, you formulate an emergency/escape plan for any type of disaster, including, but not limited to, fire, flood, collapse of a tree, or natural weather disaster. Please familiarize yourself with natural disaster preparations and procedures, including any natural disaster preparedness, warning systems, and evacuation routes. As part of your natural disaster preparedness, please notify Mars Hill if you intend to evacuate and provide contact information so that we can contact you after the storm. Remember to take your pets!!

Service/Emotional Support Animals (S/ESAs)

The one requirement for a person to legally qualify for an S/ESA is that the person has a letter from a licensed mental health professional (not the family doctor). On his/her letterhead that states the person is under his/her care, is emotionally or psychiatrically disabled, and prescribes for the person an emotional support animal. Without this letter, if the person presents an animal as an ESA, he/she is in violation of federal law; an offense punishable by fine and imprisonment, if convicted. Please use the Mars Hill Realty Group Assistive Animal Medical Provider form.

Exterior Hose Bibs and Water Shut Off Valves

In the winter season, be sure to take appropriate measures to prevent the pipes from freezing. The resident is responsible for any frozen pipes at the property due to them not taking the appropriate measures to protect the home. If you are going to be out of town and forgot to winterize the home (i.e., going home for Christmas), please contact MHRG so that we can take steps to protect the home in your absence. The resident will be charged a service fee for a vendor to winterize the home but the alternative could be extensive damage due to tenant neglect.

Exteriors

The exterior of the home must be kept clean and free of debris. The tenant may not use any exterior decks, porches, or yards for storage unless there is a storage building specifically for that purpose. Only exterior furniture, planters, and grills are allowed. Holiday decorations must be removed within 2 weeks after Holiday.

Garbage Disposal

Do not empty ashtrays, grease, string, metal objects, food peelings, or any non-food items into disposals. The garbage disposal is not a trash can. Please use a sink strainer to catch larger food particles that can be disposed of in the garbage can.

Guests

Any guest stay over 14 days requires written permission from the Landlord. Unauthorized occupants will be assessed a $100 fee per day until vacating the property or added to the lease per MHRG policies.

Gutters

It is your duty to report any gutters that are clogged or any damaged or malfunctioning downspouts. It is the resident’s responsibility to make sure gutters are kept clean and must provide a receipt prior to moving out.

Natural Disasters

Avoid them.

Key and Access Inventory

You will have possession of your home until you surrender all “Key Inventory Items” such as keys, remotes, gate, and pool passes. The tenant will need to contact the office to return the keys to the management office. The tenant will continue to be charged the daily rental rate for each day they maintain possession of the keys.

If there is a Smart Lock installed, then the tenant agrees that the primary way to secure access to the home will be through the primary door in which the Smart Lock is installed. In lieu of a rekey, a new code will be provided to every new resident once they have paid their security deposit, obtained renters insurance, and conducted their pre-move-in walkthrough.

Landscaping and Watering

The tenant is responsible for watering the lawn and foundations three times per week or per the city ordinance. Unless specified otherwise in your lease agreement, the tenant is responsible for maintaining the lawn to include mowing, weed eating, edging, trimming bushes and shrubs and trimming tree limbs that are up to eight feet in height. All tree limbs within 10 feet of the property, power lines or other structures on the property that are higher than 8 feet must be promptly reported as a work order in your portal. Landscaping includes prompt removal of snow and ice and using proper treatment of sidewalks for adequate safety.

Lockouts

If the tenant finds themselves locked out of the home, they can contact the property manager to coordinate if the keys can be picked up. If this is not possible then the tenant may be directed to the service team. The tenant will be responsible for all locksmith costs. Keys not returned within 24 hours will be subject to a $50 service fee. After-hours services will incur a $100 service fee.

Mail

If the tenant receives any mail that could belong to the owner or previous tenant, please send us a photo of the package label/front of the envelope so that we can instruct you to either “Return to Sender”, arrange for a pick up or dispose of it.

Mold

If there is no visible mold and the tenant requests a mold inspection, the property management company will conduct a mold inspection to remediate. If there are no dangerous levels of mold present, the tenant agrees to pay for the test.

No Smoking

No smoking is allowed in the home/garage by tenants/guests.

Paint

Any painting must be of the entire wall and the color must be approved by Mars Hill. This avoids the “polka dot” effect when painting small areas of the wall. Paint must be done at a professional level, with clean cuts at the corners and edges and full coverage with no spots, otherwise the walls could be subject to repainting upon move out at the resident’s expense.

Approved Mars Hill Paint Colors

Sherwin Williams 6141 Softer Tan for walls option 1 – (Sheen: Eggshell)
Sherwin Williams 7029 Agreeable Gray for walls option 2 – (Sheen: Eggshell)
Sherwin Williams 0055 Light French gray for walls option 3 – (Sheen: Eggshell)
Sherwin Williams 7006 Extra White for door and trim – (Sheen: Semigloss)
Sherwin Williams 7006 Extra White for ceiling – (Sheen: Flat)

Parking

The resident is responsible for following all the rules and regulations for parking by checking with the HOA or Condo Association. Management company is not liable for any parking or towing fees.

Pest Control

Mars Hill is committed to providing and maintaining homes without any sort of pest infestation. The resident is responsible for notifying Mars Hill within three days of accepting possession of the property if there are any signs of pest infestation. After this period, the resident shall be responsible for all pest infestation treatments, with the exception of termites. The resident is responsible for charges accrued from pest control and extermination if Mars Hill confirms the resident introduced pests and caused the infestation. Tenants may also be responsible for payment of lost rent and other expenses related to the cleanup and treatment of the neighboring dwelling. If the property is deemed infested, the tenant will take all steps necessary to comply with the treatment protocol of the assigned Pest Management Company. Tenant’s failure to cooperate shall be considered to be in default of the Lease and tenancy may be terminated.

Plants

Indoor pots must have plastic bowls or saucers to prevent discoloring to flooring.

Swimming Pool and Hot Tubs

No hot tubs or above-ground swimming pools are allowed without owner approval. If your home has an in-ground swimming pool, you will be required to sign a separate Swimming Pool Addendum in which it will be either the resident or owner’s responsibility to maintain the pool.

Trampolines

No trampolines are allowed on the property at any time.

Vehicles

Wrecked cars, cars with expired license plates, expired inspection stickers, or cars with flat tires are not permitted to remain on the property. Residents are to make sure no fluid from any vehicle leaks on the driveway or in the garage. Residents will be responsible for any staining of concrete.

Wall Hangings

Hang any pictures and decorative items with small picture hooks or nails. Do not put nail holes in wallpapered walls.

Waterbeds

Waterbeds are allowed on the first floor only and residents must furnish us with proof of liability insurance.

Water Damage

Residents must take care to avoid water damage to the property. Water damage can result from failure to ensure that shower curtains are completely inside the tub or shower doors are completely closed, splashing, or standing water on any surface (including both tile and linoleum).

Wood Floors

If the home you are renting is equipped with wood floors, furniture cushions or floor protectors must be used at all times.

Late Rent Procedures

Rent is due by the first day of each month. Please notify Mars Hill if you are unable to pay your rent on the first day of the month. If not received by the first day, rent is considered late and will be reflected in your rental history. If rent is not paid by the second day, a reminder email will be sent to the resident and the owner will be notified. If rent is not paid by the third day, a phone call will be made to the resident and the owner will be updated. Payments through the portal that come back as NSF (Non-Sufficient Funds) will result in the temporary suspension of the tenant portal so that payment can be made with certified funds and deposited at a local Wells Fargo bank.

Late Fee Rules By State

*The following late fee rules will be applied to new renewals and leases:

Texas – late charge equal to 10% of one full month’s rent will be applied on the 4th of the month.

Virginia – late charge equal to 10% of one full month’s rent will be applied on the 6th of the month.

Washington DC – late charge equal to 5% of one full month’s rent will be applied on the 6th of the month.

*Residents who signed a lease under our legacy late fee rule ($50 late fee on the 4th and $10/day thereafter) will do so until their next renewal.

If rent is not paid by the sixth day and no arrangements have been made for paying the rent, legal proceedings will begin for eviction and a three-day notice to vacate will be issued. Please make sure to pay late fees, returned check fees, trip charges, maintenance fees/repair deductibles, filter delivery fees, and other fees when the monthly rent is paid. All funds received will be first applied to the balance on the resident’s ledger prior to the rent. Late fees will be capped at 10% of the rent or the remaining balance due.

If a resident needs one-time assistance with rental payment they can contact their property manager and complete an application for the Mars Hill Financial Assistance program and be eligible for rental assistance. This assistance is limited to 5% of the resident’s monthly rent payment and must be paid back before the lease terminates or it will be deducted from the security deposit.

0-30 Day Timeline

1st – 1st of the month (i.e. August 1st) , rent is due.
2nd – (i.e. August 2nd) – Propertyware auto alert sent to tenant on a DAILY basis regarding late rent until balance is paid; Propertyware auto alert sent to owner
3rd – (i.e. August 3rd) – FIRST CALL – Property Manager calls resident and updates the owner
6th – (i.e. August 6th) – SECOND CALL – Property Manager calls resident
7th – (i.e. August 7th) – FINAL CALL – Property Manager calls and emails tenant (BCC: Broker and Owner) – “Need to hear from you by Noon on the 8th or this matter will be forwarded to an eviction attorney.”
8th – (i.e. August 8th) – Forward to eviction attorney if no payment is made.

Ledger Questions

If the tenant has questions about their ledger, they would need to email Accounting@marshillrealty.com. A response should be received within 24 hours.

Lease Renewal Procedures

The Lease requires sixty (60) days written notice to vacate. Prior to that deadline, the tenant will receive an email asking them to contact the office with their intentions regarding renewing their lease or vacating the home. If the tenant would like to renew the lease, they would need to contact us as early as possible before the sixty-day window so that we may provide any information regarding any change in lease terms. This will help the tenant make an informed decision before the sixty days notice is due. If the tenant is intending to renew their lease, Mars Hill will schedule a renewal inspection of the property with the tenant and send, through DocuSign, an “Extension of Residential Lease” for the tenant’s electronic signature. Once the property has been inspected and the “Lease Renewal” document returned, we will execute the Lease Renewal and provide the tenant with a copy. If the tenant has to set up an auto payment to pay their rent, please remember to delete the old auto payment information and create a new one with the new rent amount and lease dates to match the tenant’s renewal document.

Annual/Renewal Condition Updates

Every year a Mars Hill Property Manager will reach out to coordinate documenting the condition of the property. The Property Manager will reach out through an email offering the option of conducting the documentation of condition in person or coordinating with you to perform the documentation virtually. If the virtual option is chosen, then the Property Manager will respond with an email providing instructions on conducting virtual documentation of the condition of the property. This email will provide 3 easy steps and a listing of the photos that need to be provided. The Property Manager will reach out via phone, if needed, for any additional coordination.

Short Term Lease Renewals

There are occasions in which a tenant may want to renew their lease but require a term shorter than a year. This will result in a minimum 10% premium increase over the current rental rate. Although this is not typical, we use the ability to do this as a tool to satisfy a tenant’s need as long as the owner is amenable.

Early Lease Termination Procedures

Any early terminations will result in an early termination fee of one month’s rent and a cost of re-let fee of one month’s rent. Tenant agrees to provide a new lease termination date that is no sooner than the last day of the month following the month in which the notice is given. An amendment with a new agreed-upon lease termination date is contingent upon receipt of payment for the early termination fee and cost of re-let fee. Failure to pay this prior to move-out will expose tenants to additional costs and liability such as collection costs, court costs, and attorney fees.

Resident Move-Out Procedures

Being Contacted

As a resident, you agree to have other agents contact you to show the home. We will put the property on the market, including MLS, social media, Mars Hill website and third-party websites, 45-60 days prior to your lease end date or move-out date, whichever comes first.

Agents will be instructed to make an appointment with you via ShowingTime and provide 12 hours notice. We will give out your phone number to showing agents so they can directly contact you in case further coordination/communications is needed. This number will only be published to licensed real estate agents.

Failure to Show

Failure to show the home can be very cost prohibitive for the Landlord since they will lose the opportunity to secure a tenant while the home is occupied and must now wait until it is vacant to begin marketing the home. As a resident, you agree in the lease to cooperate with showings and afford future tenants the same benefit you received. It is reasonable to provide the marketing team with specific days/hours that you may so that these can be published to showing agents. If Tenant, without reasonable justification, refuses to permit Landlord or agents to show Premises for sale or lease, tenant agrees to pay a Failure to Show fee equal to one month’s rent and Landlord may recover damages, costs, and reasonable attorneys’ fees.

Advantages For Home Preparation

It is to everybody’s benefit to prepare the home for the market. Preparing the home for showings will increase the chances that we can find a future renter quickly. Here are some advantages:

Once we secure a renter, we take the home off the market and you will experience fewer visitors.
If you will be vacating the home early, you are still responsible for rent through the last day of your lease. However, if a new tenant can move in early, we will refund you any prorated days that they move in during the period of your tenancy.

Tips For Home Showings

Here are some simple steps you can take to prepare the home for showings:

Be flexible with visitors. Although we ask for a 12-hour notice, sometimes you may have real estate agents with out-of-town prospects who have a limited window to see a home. If you can be flexible with showing the property, that will allow a maximum amount of prospects to see the home.
Vacate the property. All prospects will be accompanied by a real estate professional. If you are not at home, they will feel more comfortable and not rushed when viewing the property. Remove and/or secure pets during showings.
Be practical. Put away valuables, medication, and anything else that may be important to you.
Create a good first impression. Turn on the lights and close the toilet lids prior to vacating the home. Clean up the clutter as best you can and try to maintain a clean household during this process. Try to consolidate moving boxes into one room.

Auto Payment

If auto payment was set up to make rent payments, please remember to delete the auto payment after the last month’s payment or make sure that it will end according to the lease end date.

Move-Out Guidelines

In addition to what is in the lease, it is helpful to know what some common security deposit deductions are so that the tenant can adequately prepare. Prior to move-out, please review the pre and post-move-in photos and documents that can be found in the tenant portal and make sure that all items are addressed that need repair/upkeep. The tenant is responsible for turning over the home in the same condition or better upon moving out. It is much less expensive to make repairs/upkeep at the tenant’s own expense than if we have to hire vendors. For example, it will be relatively inexpensive to remove all personal belongings from the home and make sure all light bulbs work if the tenant does it, but if we have to coordinate it, vendors that we use have rates that are usually in the $75/hr – $100/hr range. Some other items to remember are:

Removing all personal items from the home, garage, and yard. This includes all drawers, closets, attics, cabinets, and basement storage areas.
Replace all burned-out light bulbs with bulbs that match what is existing in that fixture.
Replace any batteries (i.e. smoke detectors, smart locks, etc.) if they are low.
Cut and edge the lawn and trim all bushes and tree limbs; Make sure weeds are removed from garden beds. Replace dead bushes or grass. Remove all pet droppings from the yard.
Ensure caulk is clean or properly removed and re-caulked.
Make sure you are using our preferred vendor for cleaning and carpet cleaning, or you could be liable for additional cleanings.
Make sure all keys, remotes, fobs, and passes, are accounted for and turned in.

Move-Out Walkthrough

The resident must be moved out by 11:59 p.m. on the day the lease ends. The following are other actions that the tenant will need to complete:

All keys, fobs, pool passes, parking passes, and garage openers should be kept in the home in a labeled zip lock bag so that we know what is accounted for on the move-in condition form.
A representative from Mars Hill will conduct a move-out walkthrough within 48 hours. The purpose of this walkthrough is to compare the condition of the home after move-out to how it was before the resident moved in. This is done by using the “Tar Inventory And Condition Form (I&C), if in Texas, or the “Greater Capital Area Association of Realtors (GCAAR) Property Inspection Report, if in the Virginia/Maryland/DC area, that the resident filled out one week after moving in. Any cosmetic or mechanical defects found in the home not listed by the resident at move-in will be the responsibility of the resident.
Residents are not expected to be present for the walkthrough, though they may choose to be. If you choose to be present, you must notify our office so that we can send you the date of our appointment. Move-out walkthroughs will not be conducted on major holidays or weekends.

The tenant will receive an email through the portal listing any additional financial responsibilities they may have in order to make the property ready for the next tenant. These items will be acted on immediately by our service team and be deducted from the security deposit. An itemization form will be sent out with the final security deposit refund.

Abandonment

If the tenant fails to pay rent and the property has been unoccupied for at least 14 days with no notification and communication with the property management company, the property will be considered abandoned and the tenant is in breach of this lease.

If the property is considered abandoned, Mars Hill will deliver written notice to the tenant, by affixing it to the inside of the main entry door or to the outside if entry is not possible. Tenants will have 21 days to pay rent. Failure to do so will result in a lease termination 30 days from when the notice was given. Landlord will provide the tenant with photos of any personal items left on the property and allow the tenant 24 hours from the date of notice to remove personal items. After 24 hours, Landlord may dispose of all personal property at the tenant’s expense.

Security Deposit At Move-Out

The security deposit is determined at the time the rental application is approved, and the amount is clearly stated in the lease. This is meant to secure a complete and faithful performance by the resident of all terms and conditions of the lease agreement. If the resident becomes in breach of the lease due to physical damages or any charges that have not been reimbursed through the term of the lease, the lease may be terminated and the costs will be taken out of the security deposit. The following are important points about the management of the security deposit:

You can expect to receive the Itemization of Security Deposit within thirty days of your move out date. If you do not provide a forwarding address upon your move out, you will not receive an itemization of security deposit or any refundable portion of the security deposit.
The security deposit can never be used as the last month’s rent. If the last month’s rent is not paid, it could lead to additional late fees, a negative rental verification history, and/or a possible eviction on your record which could negatively impact your credit.
Tenant agrees that no interest will be accrued and paid on the security deposit

Summary Of Fees

- After Hours Charge – If a walkthrough must be conducted outside of normal business hours, the tenant may be subject to a $200 convenience fee
- After Hours Work Order Charge – If a work order must be conducted outside of normal business hours because the tenant is not ok with remote entry, they will be subject to a $90 tenant trip charge.
- Certified Letter – $20 if any resident caused a situation that demands a certified letter.
- Changes in Lease – There will be a $75 administrative fee for any modifications to lease requested by the tenant. This can include change in move-in date, move-out date, and changing lease holders.
- Collection Fee – $350 should any resident account be sent to a collection agency.
- Court Costs – If any court costs are incurred, residents will be responsible for actual court costs plus a $100 administrative fee for any filings.
- Daily Rent – Residents will be charged prorated rent for each day they are in possession of the home until all keys are surrendered.
- Early Disconnect Fee – If a tenant cancels utility service prior to the lease end date, they will be charged a $50 administration fee and could be liable for any utility reconnect fees incurred by the management company.
- Early Termination Fee – Resident agrees to be charged an Early Termination Fee equal to one month’s rent if they terminate the lease prior to the lease end date (also see Re-let Fee)
- Expedited Move-In – If you must move into the property within three business days of the application acceptance, a $150 fee is charged.
- Failure to Connect Utilities – $50 per utility service. Residents will also be responsible for any bill Mars Hill receives for the dates of your tenancy. Mars Hill retains the right to terminate utility services held in Mars Hill’s name at any time.
- Failure to Show Home – Failure to cooperate with showings during your tenancy is a breach of lease. Tenant agrees to pay a fee equal to 1 month’s rent for failure to cooperate with showings. All scheduled showings will provide a 12-hour notice.
- Failure to Schedule a Work Order – $70 will be charged to the resident for failing to schedule a work order within 7 days after submitting it through the portal and receiving vendor contact information.
- Failure to Schedule a Time-Sensitive Work Order – $100 + a $75/hour fee for our Property Manager to supervise will be charged to the resident for failing to schedule a work order within 24 hours after submitting it through the portal and receiving vendor contact information.
- HOA Violation Fees – Residents will be responsible for all HOA violation fees incurred during their residency in addition to a $10 processing fee.
- Residents Benefit Package – $40/mo or $35/mo depending on the package selected. The Filter Delivery Service is included in both packages. (If applicable)
- Holdover Fee – as per lease
- Late Fees – Late/NSF Fees – A ten percent (10%) late charge will be applied on the fourth (4th) day for Texas. A ten percent (10%) late charge will be applied on the sixth (6th) day for Virginia properties. A five percent (5%) late charge will be applied on the sixth (6th) day and Washington DC properties.
- Re-let Fee – Resident agrees to be charged a Re-let fee equal to one month’s rent if they terminate the lease prior to the lease end date. (also see Early Termination Fee)
- Lockouts – Any borrowed keys must be returned within 24 hours. If it is not returned within 24 hours, the resident will incur a $50 fee. If you require our assistance after business hours, the resident will incur a $100 after-hours service fee.
- Mailbox – Residents are responsible for getting new copies of keys to their cluster mailbox.
- Rent Payments – $1 convenience fee is added to each portal payment. $25 administration fee for all other methods of rent payments (check, certified funds, ACH)
- Rekeys – The required and authorized rekeying process is at no charge to you. However, if any unauthorized rekeying is done, such as buying and replacing your own locks, there will be a $100 fee in addition to the cost of authorized rekeying to be done by a locksmith.
- Returned Payment/NSF Fee – A $35 fee will be applied anytime a check or payment is returned unpaid for any reason by the Tenant’s bank.
- Service/Maintenance Fee – A $25-$100 fee (as per lease) is applied to every work order submitted.
- Trip Charges – Unnecessary trips for service and maintenance will be subject to the cost of the service plus a trip charge of $90. Unnecessary trip items include those that are the resident’s responsibility including but not limited to, changing light bulbs, smoke detector batteries, or HVAC filters. Trip charges also occur if a vendor, member of the management team, or an agent makes an appointment with the resident and cannot access the home or the resident is not prepared for the appointment (i.e. move-in walkthrough, etc.)
- Unauthorized Pet Fee – If there is an unauthorized pet at the property, there is a $100 initial violation and a $10 per day violation fee until the pet is removed from the property.
- Unauthorized Resident – $100 per day.
- Other charges and fees as outlined in the lease

Table of Contents

Table of Contents

Office Contact Information

Office Contact Information

Office Locations And Contact Numbers

Property Management Team

Administration Support Team

Service Team

Accounting Support Team

Business Development Team

Corporate Staff

Owner Paperwork Required

Owner Paperwork Required

Contracts (See Landlord Handbook Forms)

Insurance

Texas

Virginia/DC

Other Options

Companies to Avoid

Owner Information Form

Other Documents

Marketing / Leasing Procedures

Marketing/Leasing Procedures

Leasing Fees

Preparing The Home For Lease

Professional Photography, Videography, and Copywriting

Traditional Marketing

Mars Hill Marketing

Staging A Furnished Home

Standard Make-Ready Versus General Contracting

Standard Of Care For Home (Exterior)

Standard Of Care For Home (Interior)

Where We Market and Marketing Strategy

How The Home Is Shown

How Often Market Updates Are Provided

Property Status in MLS

Resident Selection Process

The Lease

Executing The Lease

Other Lease Clauses And Addendums

Pet Addendum

Service/Emotional Support Animals (S/ESAs)

Early Termination of the Lease

Termination of the Lease

Month-To-Month Leases

Lease Term

Lease Rate

Property Management

Property Management

Management Fees

Single Family Residential

Condo Association And HOA Management

Multifamily Buildings

Vacant Home Management

Storage Facilities

Mars Hill Partner Club

Owner Partner Club

Investor Level

Landlord Level

Resident Partner Club

Master Insurance Benefit Package

Insurance Coverage

Additional Benefits

Tenant Insurance Benefits Package

Insurance Coverage

Additional Benefits

Restorative Investing

Communication and Dispute Resolution

HOA, Insurance, Taxes and Recurring Services

Late Rent, Eviction, and Collections

Late Rent

Eviction

Collections

Maintenance/Work Orders

Policy and Procedures

Repairs Over $500

Time Sensitive Repairs

Security

Structural