Please review this information before submitting a maintenance request.

Your maintenance request is important to us at PURE Property Management, and we strive to resolve it as quickly as possible. We utilize your resident portal to enable you to report maintenance issues 24/7. Please be sure to read all of the information on this page before submitting your maintenance request.

Emergency Maintenance Requests

For a true maintenance EMERGENCY after hours, please contact our After Hours Emergency Department at 855-420-7873.

How To Determine If It Is An Emergency Or A Non-Emergency

Emergencies include:
• Emergencies causing immediate danger, such as fire, call 911.
• Emergencies involving IMMEDIATE electrical danger, call the utility service provider.
• Emergencies such as backed-up plumbing or flooding, call the PURE Property Management After Hours Emergency Department at 855-420-7873, listen for emergency instructions, and, if necessary, call 911.
• Loss of heat or air conditioning after hours, please call the PURE Property Management After Hours Emergency Department at 855-420-7873.

Examples of non-emergency maintenance issues include non-working dishwashers, inoperable light switches, etc.

Non-emergency Maintenance Requests

BEFORE SUBMITTING YOUR REQUEST, complete a thorough troubleshooting check to see if there is something that you can easily fix. Common troubleshooting steps are below.

SUBMIT A MAINTENANCE REQUEST through your resident portal. Be sure to detail the issue, provide photos, and describe any troubleshooting steps you have already taken. The more information we have about the maintenance issue, the more efficiently we can address the issue.

Please note: Online maintenance requests are monitored during regular business hours. Under normal circumstances, you should receive a response from our office or contact from a vendor within 1-2 business days. If you have not been contacted, please call the office. If you experience a maintenance emergency after hours, please call 855-420-7873.

What Happens After You Submit A Maintenance Request

Our maintenance coordination team will assign a vendor to contact you to schedule a mutually convenient appointment during office hours. We do not schedule appointments on your behalf with a vendor.

Failure to provide access for an appointment could mean a charge to you. Therefore, be sure to call if you cannot make the appointment 24 hours before the appointment time.

If you do not hear from a vendor within 1-2 business days of submitting your request for non-emergency situations, immediately notify us within the resident portal chat function. Your Maintenance Coordinator will contact the vendor to determine the cause of the delay and inform you when service can be expected.

If you continue to experience an issue after a repair has been implemented, reach out to your Maintenance Coordinator and inform them that you had a recent repair and the problem still persists (recent repair means within the last 60 days and pest control work means within 30 days). If you fail to report this matter and there is further damage, you may be responsible for the cost of the damage and future repairs.

PLEASE BE ADVISED that failure to report a maintenance issue could be deemed negligence for failure to report in a timely manner, thus resulting in repair charges or service call fees.

Common Troubleshooting Steps

The oven does not work. Check the “time bake” to make sure the unit’s settings are not preventing it from turning on. An oven set on “time bake” will not heat.

Air-conditioner does not work. Check ALL circuit breakers. Often, during hot weather or if a circuit breaker overloads, it will trip off the circuit A/C breaker. Usually, it can be difficult to see that the breaker has tripped, making it appear as if it hasn’t. Therefore, the breaker must be turned all the way off and then on. To correct the problem, it is necessary to turn the breaker all the way off as it will not “reset” itself. Check filters, thermostat and vents.

Garbage disposal does not work. Check underneath the disposal unit for the reset button. Press the reset button to see if this corrects the issue. If an object is stuck and the blades do not turn, try putting a broom handle down the disposal and give it a twist. This will often break the disposal loose and it will work. Ensure that the garbage disposal is turned OFF while doing this.

Electrical does not work in part of the house. Click the reset button on GFCI (Ground fault interrupter).

Circuit breakers keep going off. Check all appliances to see if the circuits are being overloaded with appliances such as irons, microwave, toaster, curling irons, blow dryers, etc.

Smoke alarm doesn’t work. Residents are responsible for the replacement of batteries. If you replace the batteries and it still doesn’t work, enter a Meld. Remember a smoke alarm is for safety and it is very important to check it regularly to see if it is working. Do not disassemble smoke alarms.