Maintenance Troubleshooting

Resident Troubleshooting Guide

Per the lease, please submit all work orders by logging into your portal. We have put together this troubleshooting guide to help you find solutions to common maintenance issues and help you through time sensitive situations.

Use at your own risk:  The information on this document is for informational purposes only.  It is your responsibility to evaluate and make decisions for your own safety and you assume the risk for following any information on this document.  Mars Hill Realty Group cannot be held liable for losses incurred from the following information.

APPLIANCES

• Garbage disposal not working – push reset button on underside of disposal, also ensure there is nothing stuck down the drain (common items are food debris, glass, screws, peels, etc.). Rotate Allen wrench at bottom of disposal to loosen anything that may be stuck. Lastly, check for power at switch or breaker. Reminder: If something is found down the drain that should not be present, such as toys, broken glass, etc. – total invoice will be a resident charge.
• Dishwasher not coming on - check to see if there is a wall switch that turns power on to appliance.
• Dishwasher clogged - treat as clogged drain; check for food debris in drain and clear.

ELECTRICAL

• Switch/Outlet not operational - Check breakers and nearby GFCI outlets.
• Hard wired smoke detector continues to alarm – shut off at breaker until Handyman can arrive
• Automatic garage door not going down - make sure sensors on either sides are aligned properly and nothing is on the sensor
• Electrical Hazard  - POTENTIAL EMERGENCY

1. Shut off the breaker and eliminate the hazard if it can be done safely.
2. If you can shut off the breaker and stop the hazard, treat this as a normal work order.
3. If the hazard persists, contact your property manager or call After Hours Emergency Maintenance Hotline: 512-688-6476
4. Create a work order and attach photos of the electrical source and manufacturer data sticker if it can be done safely.

GAS

• Odor Detected - POTENTIAL EMERGENCY

1. Check all grills, appliances, fireplaces, etc. to ensure that the knobs are shut off.
2. Turn off the gas to the home and contact your gas company immediately.  
3. Contact your property manager or call After Hours Emergency Maintenance Hotline: 512-688-6476
4. Create a work order and attach photos of the manufacturer data sticker for appliances that use gas.

HVAC

• HVAC not coming on
  • If the thermostat is not operable, make sure you are using new, properly sized batteries. (i.e. if AA, make sure batteries say AA and not “AAA” - Yes, this mistake has happened).
  • If thermostat is not operable or unit is not turning on, check to see if GFCI around in the bathroom or kitchen are tripped and reset. Also, turn off breaker to the HVAC for 10 minutes and then turn back on to see if that helps.
  • Some HVAC systems have filters that can only be accessed through the system panel and not through a typical filter grate. The panel may have an activation switch that will turn the unit off if the panel is not secured and the switch is not fully depressed. If you replace filters by removing the HVAC panel, make sure the panel is secure and switch is fully depressed.
  • Setting and Switches - Make sure the on/off switch to the HVAC is in the correct position. In the form of a light switch, just flip it if unsure.  Make sure the proper setting:  "Cool" versus "Heat" is selected.
  • Check for the breaker to the system at the panel and/or the outside condenser unit on the wall.
• HVAC not providing proper flow through vents - Check air filters to ensure they are clean/installed properly, replace every time you receive it through Filter Delivery Service or at least 1/month.
• HVAC not cooling properly -
  • Keep in mind that it is common for a unit to  keep an indoor temperature around 20 degrees cooler than the outside temperature.  So if it is 100 degrees outside, your unit may be operating fine but it may be best to set your thermostat to 75 - 80 degrees so that it does not constantly run.
  • Pour ¼ cup bleach in the primary condensate line to clean out, this should be done 1-2/year. Not doing so can cause flooding;
  • Check to see if the lines on the outside unit are frozen.  If so, it could be due to air restriction.  Take a photo of the filter and send it with a work order submission.  Replace the filter and switch the fan from AUTO to ON to help defrost the frozen lines.
• No Heat in property - Outside temperature is below or forecasted to be below 32 degrees (check temps here:  https://weather.com/) - POTENTIAL EMERGENCY

1. Try HVAC Troubleshooting tips to try and resolve.
2. Confirm with your utility company that the gas is on.
3. Contact your property manager or call After Hours Emergency Maintenance Hotline: 512-688-6476
4. Purchase space heaters as budget and time allows for a short-term solution.
5. Create a work order and attach photos of the unit and manufacturer data sticker.

• No A/C in property - HVAC system not working and the outside temperature is above or forecasted to be above 90 degrees (check temps here:  https://weather.com/) .  Note:  If the HVAC is working, but having a hard time keeping temperature, this could be normal if the temperature differential that you’re trying to achieve is greater than 20 degrees.  (https://www.wmhendersoninc.com/blog/how-much-can-an-air-conditioner-cool-realistic-temperature-differences-between-inside-and-outside-air-in-broomall/) This situation would not be an emergency service.  Clean filters, use fans/temp. AC units to help. - POTENTIAL EMERGENCY

1. Try HVAC Troubleshooting tips to try and resolve.
2. Contact your property manager or call After Hours Emergency Maintenance Hotline: 512-688-6476
3. Purchase fans or portable A/C units as budget and time allows for a short-term solution.
4. Create a work order and attach photos of the unit and manufacturer data sticker.

PLUMBING

• Clogged toilets – try using a plunger.
• Clogged drains – try using a liquid plumber/Draino and/or a plunger if needed - of you are on septic, make sure any chemicals you use are SEPTIC SAFE.
• Low Pressure - If you are experiencing low pressure in one of your fixtures, try to remove the faucet sprayer, shower head, etc. and take out the water conservation low flow device and also backflush to remove any potential sediment. https://youtu.be/Jl-Zwc7OP5o
• For any plumbing leaks - shut water off immediately until a plumber can arrive to prevent further damage. This can be via a shut-off valve at the water supply valve, but in an emergency, you can also shut off the water supply to the home near the water heater.
• For any ceiling leaks - check to see if it’s due to bathroom usage above the leak.  Did water overflow from toilet/shower/tub and wiped up by another member of the household?  If so, that water could have leaked from ceiling.  Check to see if HVAC condensation is causing the leak or if plumbing related.  Sometimes handyman is a good place to start and/or observe for further determination before sending someone out immediately if no safety issues.
• No usable bathroom in the property - POTENTIAL EMERGENCY

1. Contact your property manager or call After Hours Emergency Maintenance Hotline: 512-688-6476
2. Create a work order and attach photos.

• Uncontainable water leak (i.e burst water supply lines) - POTENTIAL EMERGENCY

1. Shut off water line or water main or call fire department/911 if you cannot locate.  If it is a neighboring unit (i.e. condo), contact them immediately to shut off water and obtain contact information for future coordination.  If they aren’t home, contact the Condo Association and leave this note on neighbor's door.  
2. Turn off breakers if there is standing water to prevent electrical hazard.
3. Contain water with buckets and clean-up damage.  Recommend the use of shop vac to remove water quickly (https://youtu.be/d9McpQwc-aA) and air movers/fans to dry.
4. Contact your property manager or call After Hours Emergency Maintenance Hotline: 512-688-6476
5. Create a work order and attach photos.
6. Start an insurance Contents Claim here if applicable:  https://www.marshillpropertymanagement.com/service/tenant-program/ 

•  In-home sprinklers that are running (and no fire in home) - POTENTIAL EMERGENCY

1. Shut off the water line to the in-home sprinklers.  If this does not work, temporarily shut off water main to home.  This is usually located in the mechanical room/basement/utility room or in TX, it could be located underground in the front yard in a water control box.
2. Contain water and clean-up damage.  Recommend the use of shop vac to remove water quickly (https://youtu.be/d9McpQwc-aA) and air movers/fans to dry.  
3. Contact your property manager or call After Hours Emergency Maintenance Hotline: 512-688-6476
4. Create a work order and attach photos.
5. Start an insurance Contents Claim here if applicable:  https://www.marshillpropertymanagement.com/service/tenant-program/

• Water heater failure/no water in home - POTENTIAL EMERGENCY

1. If water heater is gas, check for pilot light and safely light - https://www.centralhtg.com/blog/how-to-light-a-furnace 
2. Confirm with your utility company that the gas is on.
3. If no water, contact your property manager or call After Hours Emergency Maintenance Hotline: 512-688-6476
4. If water is accessible but is not heating, heat water manually over the stove if hot water is needed as a temporary solution and treat as normal work order.
5. Create a work order and attach photos of the unit and manufacturer data sticker.

• Sewer backup into home - POTENTIAL EMERGENCY

1. Safely conduct self clean-up if possible.
2. If sewer is not contained in tub/shower or clean-up is not possible, contact your property manager or call After Hours Emergency Maintenance Hotline: 512-688-6476
3. Create a work order and attach photos.
4. Start an insurance Contents Claim here if applicable:  https://www.marshillpropertymanagement.com/service/tenant-program/

SECURITY:

• Break in/Burglary - POTENTIAL EMERGENCY

1. Call 911 immediately
2. If door/window cannot be secured, contact your property manager or call After Hours Emergency Maintenance Hotline: 512-688-6476
3. Create a work order and attach photos of the damage.
4. Start an insurance Contents Claim here if applicable:  https://www.marshillpropertymanagement.com/service/tenant-program/ 

• Locked Out of Home

1. If Mars Hill Smartlock

     a. Ensure proper operation - https://youtu.be/zGXgd22JBPM      

     b. If no power - connect 9V battery to bottom of lock.

     c. If not responding - see if the deadbolt is moving freely into the strike plate or if it is rubbing against it.  This may require door/strikeplate adjustment

     d. If keypad not responding - see if you can control it using the TTLock App 

2.  If not Smartlock - Contact locksmith and provide Mars Hill 2 key copies.

• Broken door/window that cannot be secured

1. If door/window cannot be secured, contact your property manager or call After Hours Emergency Maintenance Hotline: 512-688-6476
2. Create a work order and attach photos of the damage.

• Alarm that does not turn off and continuously sounding 

1. Ensure that it is the security alarm and not a smoke alarm.  
2. Disable the alarm. - https://www.home-security-systems-answers.com/disable-the-alarm.html 
3. If this does not work, test different breakers to cut power to the unit or disconnect the wires to the alarm.
4. Create a work order and attach photos.

• Fence broken and there is a dangerous pet situation in yard or neighbor’s yard.

1. Contact the neighbor to secure pet and obtain contact information for future coordination.  If they aren’t home, leave this note on neighbor's door.  Do not enter the backyard.  
2. Once pets are secured, create a work order and attach photos.

STRUCTURAL:

• Actual fire on property - POTENTIAL EMERGENCY

1. If fire has not been put out, get to safety and call 911 immediately.
2. If fire is out, create a work order and attach photos of the damage.
3. If alternative housing is needed, find a local hotel and save receipts.
4. Start an insurance Contents Claim here if applicable:  https://www.marshillpropertymanagement.com/service/tenant-program/ 

• Storm damage to roof with potential or current water penetration - POTENTIAL EMERGENCY

1. Turn off breakers if there is standing water to prevent electrical hazard.
2. Contain water with buckets and clean-up damage
3. Contact your property manager or call After Hours Emergency Maintenance Hotline: 512-688-6476
4. Create a work order and attach photos.
5. Start an insurance Contents Claim here if applicable:  https://www.marshillpropertymanagement.com/service/tenant-program/ 

• Tree limbs fell on property - POTENTIAL EMERGENCY

1. If tree limb has penetrated the roof, follow the steps above regarding storm damage to roof.
2. If tree limbs are on the property and not on the structure, create a work order and attach photos.
3. If tree limbs are in danger of falling and causing property damage or are a safety risk, call After Hours Emergency Maintenance Hotline: 512-688-6476 and create a work order and attach photos.
4. Start an insurance Contents Claim here if applicable:  https://www.marshillpropertymanagement.com/service/tenant-program/