Comfy Property Rentals, LLC is pleased to provide our residents with 24-hour Emergency Service @ 888-325-6992. Hopefully, you’ll never need this service, but if you do, you will certainly appreciate having our trained service staff just a phone call away. Before you pick up the phone to call us, though, we want you to know what to expect.
Emergency Service is just that: service we provide to you in the event of a true emergency. This line is for reporting maintenance emergencies that are an immediate threat to the health and safety of tenants or to the property. This line is not a replacement for civil emergency services, who should be contacted first whenever appropriate. We have developed a response procedure for emergencies and other situations that arise during non-business hours. We believe that if you know what to expect from us, you’ll be better prepared to deal with an unexpected event.
If you call the emergency line and no one answers, please leave a detailed message and someone will call you back within 10-15 mins. If you do not get a call back within that time, please call again.
NOTE: If a tenant uses the emergency line for a non-emergency you will be charged for that service, per your lease agreement. Non-tenants who misuse the emergency line will be blocked.
DISCLAIMER: The following is provided for general informational purposes only, and tenants should refer to their lease documents.
Emergencies
No Heat in your Rental Unit
This is only an emergency in extreme cold weather in winter time and when the heater is not working due to mechanical malfunction. If your gas or electric is shut off for non-payment of your bill, call your electric or gas provider.
No Electricity in your Rental Unit
Blown fuses and/or tripped breakers are not considered after-hours emergencies. Please familiarize yourself with your fuse panel and breakers. In some instances, there may be multiple fuse panels. You are responsible for knowing where the fuse panels are located.
Electrical outage may be considered an emergency ONLY if there is no electricity throughout the unit AND:
- you have called your electric utility company and the utility company is not at fault
- you have checked all circuit breakers by flipping them hard to the OFF position and then hard to the ON position and have reset any and all GFI breakers (these are the little buttons sometimes found on outlets in bathrooms, kitchens, laundry rooms, and garages) OR any fuses have been checked and replaced if burned out.
Partial outages do not constitute an emergency. If a wall switch or outlet begins to smoke or smell like it is burning, turn off the switch or unplug items from the outlet and turn off the circuit breaker or remove the fuse, then report the problem by leaving a voice mail on the main office line, 888-325-6250 or email at landlord@cb5p.com.
Gas Leaks or “Smell of Gas”
Leave the unit and contact your gas utility company. Sparks from phones, even cell phones, can ignite gas. Natural gas has the unmistakable odor of rotten eggs. If you suspect an appliance is leaking gas, turn off the appliance and turn off the gas supply to that appliance (you should be able to find a shut-off handle somewhere on the supply line) and open windows and doors to vent the gas.
Flooding of your Rental Unit
Call immediately if there is risk of damage to possessions or the property and you cannot contain the leak. Turn off the water valve to the broken pipe or to the exterior water main, if you can locate it, until a contractor arrives. Do everything within your power to contain any leaking or flooding and, if necessary, contact other residents who may be affected by the leak.
Fire
Call 911 first!! Then call us.
Carbon Monoxide Presence
If you have gas heat or water or any other gas appliance, you should have a carbon monoxide detector installed—most of our units with gas already have such units. They may be purchased at most any hardware or home improvement store. Carbon monoxide cannot be smelled. If your carbon monoxide detector sounds, take the following action:
- If no one is exhibiting symptoms of CO poisoning, then check the detector. If it is a battery operated one, take it outside. If it continues to sound, it is defective (or the battery is low).
- Otherwise, get all family members outdoors immediately
- Call 911
It is preferred that you leave all windows and doors closed provided everyone has left the Rental Unit. This will allow a more accurate reading of CO levels to be measured when the Fire Department responds. Any open doors or windows may allow CO gases to dissipate before the arrival of the Fire Department.
Total stoppage of the plumbing drain system
If your plumbing drain system ceases to work, none of your sinks, tubs or toilets will function properly. The stoppage of one toilet or drain when other bathrooms are functional is not an emergency, see below. Any other “Life-Safety” or “Property Protection” issues arising from storm damage or criminal damage to the property.
Not Emergencies
No Hot Water in your Rental Unit
This may be considered an emergency ONLY if there has been no hot water for an extended period of time: days not hours so notify us if you cannot get hot water from any of the unit’s sinks, tubs or showers. In the event of no hot water, and it is not during a contractor’s normal business hours, we may be unable to repair the problem in as timely a manner as we would like, so be resourceful in the meantime.
Clogged or Backed Up Toilet
This may be considered an emergency ONLY if there are no working toilets in the unit AND you have made every effort, including plunging, to clear the stoppage yourself. In any case, turn off the valve behind the toilet, shut the lid and clean up any mess – due to health issues Comfy Property Rentals, LLC representatives will generally not begin work until the area is cleaned up and essentially free of bacterial contaminants.
Noise Complaints or Security Issues
Please contact the local Police department and then contact us. (If the problem is not serious enough to involve the Police, you still may wish to make us aware of it, so we can address the issue properly, by leaving a Voice Message, describing the problem in detail, at 888-325-6250 or email at landlord@comfypads.com. Do not call or email the emergency line.)
Air Conditioning
Failure of the AC system is NOT an emergency. Please report the problem by email to landlord@comfypads.com, via voicemail to 888-325-6250, or during regular office hours.
Unit Lock Out
If you lock yourself out of your Rental Unit after hours, you will need to call a locksmith. Lock-outs are not after hour emergencies. THE LOCK MAY NOT BE CHANGED unless absolutely necessary – and it is the Resident’s responsibility to ensure that any new lock is the same brand and re-keyed to our keys and master keys or the tenant will be liable for the additional costs to correct these. If you are locked out during normal office hours, contact us at 888-325-6250 or landlord@comfypads.com. You will be charged for our staff coming to unlock the door and for the replacement of any lost keys.
How to Contact Us
In the case of a true emergency after hours, please call the emergency line at 888-325-6992.
For the best response when you call the after-hours emergency service, please provide the operator with:
- your name
- your address
- your Rental Unit number
- your telephone number
- and a description of the problem.
Once you have contacted the emergency service, you must remain at your Rental Unit so the maintenance technician can reach you by phone. At this time, he or she will make arrangements for meeting you at your Rental Unit to resolve the problem.
Please remember that you must leave your telephone number with the emergency service and you must be at home in order for the maintenance technician to respond.
Missed Appointments, Neglect and Unnecessary Service Calls
The resident is responsible for the payment of any invoice for which a repair was made for damage, etc., caused by their misuse or neglect. The resident is also responsible for the payment of any service call charged by a contractor for:
- a missed appointment
- for not providing access to the unit when requested
- for not leaving any keyless bolting devices unlocked and/or not following other instructions resulting in the contractor not being able to gain entry to the property
- in the event that there is a pet that the contractor feels is threatening in any way
- for other reasons that are clearly the fault of, and/or are under the control of, the resident that do not allow the contractor to complete the necessary work.
Residents may cancel an appointment by calling our office during regular office hours and speaking with a member of the management staff no less than 90 minutes prior to their scheduled appointment with the contractor.
