Thursday, 17 August, 2017

  •   Call center: 828 676 6764

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What are your office hours?

Our office is open Monday - Friday from 9:00 - 5:30.

 

When is rent due?

Rent is due on the 1st of the month and considered late on the 2nd. A late fee will apply if rent is not paid in full by the end of the day on the 6th of the month. The late fee is equal to $15.00 or 5% of one month's rent, whichever is greater.

For our tenants who prefer to send checks through the mail, please note that rent is considered received on the date it arrives at our office, not on the date it was sent.

 

What forms of payment are accepted?

Tenants can pay by check, money order, cashier's check, debit card, or via online payment. Our office does not accept credit cards and cannot accept payment over the phone.

To sign up for online payment, contact our office at (828) 676-6764 or email us at This email address is being protected from spambots. You need JavaScript enabled to view it. .

 

I paid online and received confirmation of payment, but the money hasn't come out of my account yet. Why?

Online payments take 3 to 4 business days to be processed by your bank after submission (similar to a personal check). Therefore you may not see the money come out of your account until 3 to 4 business days after payment.

 

Can I pay rent in advance?

Yes, you may pay rent prior to the 1st of the month and may pay for multiple months of rent in advance.

 

What happens if I do not pay my rent by the end of the day on the 6th?

If you do not pay your rent by the end of the day on the 6th, a late fee is charged to your account and you must pay or make acceptable payment arrangements by the 10th.

 

What happens if I do not pay my rent and late fee by the end of the day on the 10th?

If you do not pay your rent and late fee by the 10th and do not make acceptable payment arrangements, our office will begin summary ejectment proceedings against you.

 

Can I use my security deposit to cover the cost of rent for a month?

If you do not pay your rent and late fee by the 10th and do not make acceptable payment arrangements, our office will begin summary ejectment proceedings against you.

 

What happens if my personal check or online payment comes back NSF (non sufficient funds)?

If your check or online payment bounces, our accounting department will notify you and place you on a certified funds only status. You must then pay the outstanding amount in certified funds by the date provided in the notification letter.

Please note that after two bounced payments you will be placed on a certified funds only basis indefinitely.

 

How do I put in a repair request?

For non-emergency requests during business hours, use the tenant portal.  If you do not have a login, email info@rentahomeasheville and we can set you up.
For emergency requests during business hours, call the office immediately. Our online maintenance request form requires 24 hours to be processed.
For emergency requests after business hours, please call the number on the After Hours Emergency Number form provided to you at the time of move-in.

 

How does the maintenance process work?

Upon receipt of your request, our office contacts the appropriate vendor to provide them with your name and contact information. The vendor will then contact you to set up a time to perform the work. Generally, you will not need to be present when maintenance work is performed.

If the vendor cannot reach you, they will leave you a message and you will need to call them back. Be sure to get in contact with the vendor. Otherwise, they may not be able to perform the needed maintenance.

 

Can I perform repair work myself? Will I be reimbursed for the cost of any repair work performed?

No. Neither the owner or Rent-A-Home will reimburse you for unauthorized repairs.

 

I was charged back for the cost of a repair. Why?

If a repair is necessitated because of a tenant's intentional or negligent conduct, the cost of the repair is charged to them. If a repair is charged back, the tenant will receive a copy of the invoice and explanation of the charge.

Rent-A-Home does not determine the cost of performing maintenance work. Any issues with the price of a charge back should be brought up with the vendor directly. The number of the vendor who performed the work is available on the invoice.

 

Do I need to perform a move-in inspection / walkthrough?

Under your lease agreement, you have 10 days to fill out and return a move-in inspection form to our office. Although you are not required to fill this out, Rent-A-Home strongly recommends all tenants take the time at move in to note the condition of the property, including the exterior. Additionally, Rent-A-Home encourages tenants to take pictures of the interior during this 10 day period.

 

I saw something requiring maintenance when I moved in. If I put it on my move in inspection form, will it be repaired?

No. The move in inspection form is for documentation purposes only. To place a repair request, please call or email our office.

May I move in earlier / later than my originally scheduled move in date?

Generally no. Rent-A-Home confirms your original move in date at the time of lease signing to ensure all necessary work is performed prior to move in. In some cases Rent-A-Home may be able to accommodate an earlier move in date. Please note you will be responsible for pro-rated rent during those days.

 

Can I pick up keys to the property before my scheduled move in date?

No. If you would like to go out to the property to take measurements, please contact our office so we may have a representative meet you at the property.

 

When do I need to have utilities turned on in my name?

If you are responsible for utilities under the terms of your lease agreement, please have these transferred into your name on the day of your move in. You may contact utility companies at any time prior to move in to request transfer of service. If you have just moved in and are having issues with heating, please be sure you have the appropriate utility put on in your name before calling in a repair request.

 

How do you calculate pro-rated rent?

The standard for calculating pro-rated rent is taking the monthly rent and dividing it by 30 days (regardless of the number of days in the current month), then multiplying it by the number of days you will be at the property that month. For example, 10 days of pro-rated rent for a house renting at $900.00 per month would be $300.00 (900 / 30 * 10 = 300).

 

How much notice is required before move out?

Your lease requires you to give at least 30 days notice in writing of your intent to vacate the property. You will be responsible for paying rent during that 30 day period. Please note that notice must be received in writing and cannot be given over the phone. Rent-A-Home will confirm receipt of your notice by sending a standard move-out letter to you.

 

What happens if I do not give a full 30 day notice?

Regardless of the date you turn in keys, you are responsible for 30 days of rent payment from the date your notice is received. If this is not paid it will be deducted from your deposit at the time of move out.

 

What happens if I move out before the end of my lease?

If you move out before your lease ends you will be responsible for payment of rent until the end of the lease term or until the property is re-rented, whichever is sooner. Additionally, you will be responsible for a re-leasing fee equal to one half of one month's rent. Your deposit would be returned to you within 30 days of the property being re-rented or end of the lease term, whichever is sooner, minus any charges.

 

What do I need to do before move out?

A sample letter detailing instructions for move out can be found here.

 

What happens if I do not turn in keys?

Turning in keys signifies surrender of possession of the property and begins the security deposit reconciliation process. If you do not turn in keys you will be charged pro-rated rent for each day keys are not turned in.

 

Can I go back into the property after turning in keys?

No. Please be sure that all personal belongings are removed from the property prior to key turn in. For more information, read the Security Deposit FAQ.

 

What is the process for return of the security deposit?

A move-out inspection takes place within 2 business days of when you turn in keys. During the inspection, Rent-A-Home assesses the condition of the property. We do not conduct move-out inspections with tenants present. We welcome you to take pictures or make notes prior to move-out.
In most circumstances, your deposit will be mailed to your forwarding address within 30 days from the date on which you turned in keys. A written accounting of charges made will be provided. If your deposit does not cover the amount of damage done to the property you will be responsible for payment of the remaining balance.
If Rent-A-Home has not received all invoices for work done at the property within 30 days, an interim accounting letter will be sent listing current charges against your deposit. A final accounting would be sent no later than 30 days after the date of the interim accounting.
The North Carolina Tenant Security Deposit Act may be found here.

 

Does having the house professionally cleaned or treated prior to move-out guarantee charges for these services will not be made against my deposit?

No. Rent-A-Home determines what work must be done after the move-out inspection. If the professional services have not rectified the issue your deposit may still be charged.

 

Will you notify me what charges have been made against my deposit before sending the final accounting letter?

No. Please do not contact our office concerning the status of your deposit if it has not been 30 days from your key turn in date.

 

Will you look at my move-in inspection form before making charges against the deposit?

Yes. If you provided our office with a move-in inspection form we will review it prior to determining charges. We will also review our move in pictures and notes.

 

Can I come back and do more clean up after moving out?

No. Cleaning must be done prior to turning in keys.

 

What happens if I leave personal property behind?

If any personal property remains after you vacate it will be thrown away and a hauling fee will be charged against your deposit. Do not assume that leaving belongings behind is beneficial to the owner or future tenant. You will not receive any reimbursement for items left behind.

 

May I pick up the deposit from Rent-A-Home's office?

If you would like to pick up the deposit from the office please note that on your key turn in form.

 

It's been more than 30 days and I haven't received an interim or final accounting of my deposit. What should I do?

Please call our office to determine the status of the deposit. If you did not provide us with a forwarding address then receipt of the deposit may be delayed.

 

I found out my forwarding address was incorrect after the deposit was sent out. What should I do?

If you provided our office with an incorrect forwarding address, we will wait two weeks to see if the final accounting is delivered to you or returned to us. If the deposit is not received by that time there will be a stop check fee charged and the check will be re-issued.

 

Can I use my deposit to cover my last month's rent?

No. You must pay rent timely or you will be charged a late fee.

 

How do I dispute a charge against my deposit?

To dispute charges against your deposit you must submit, in writing, a list of the charged disputed along with any explanation or evidence why you believe those charges should not have been made. Upon receipt of your notice Rent-A-Home will review the charge and notify you within 7 business days of its final determination.

End FAQ