Info for PMs

Policies & Procedures:  What Our Clients Can Consistently Expect

Company Overview:

Rental Restoration LLC will always follow all guidelines and laws set forth by local, state and federal agencies that regulate the activities of contractors.  We maintain excellent insurance and are fully licensed and bonded.  In addition, we are an EPA “Lead-Safe” Certified Firm and perform our work in full compliance with the regulations enacted April 22, 2010.

Rental Restoration guarantees the quality of our workmanship.  If our job is not your satisfaction we’ll make it right.  Period.

Hours of Operation:

Our regular business hours are 8:00 a.m. through 7:00 p.m., Monday through Friday.  We are available to make appointments during these times and also try to accommodate weekend work when possible.

Your account manager is always available to help.  In addition, we have a special emergency email in the event that you have an emergency and cannot immediately reach your account manager.  Just email emergency@rental-restoration.com and an alert is sent directly to the mobile devices of ALL of our staff members.

Communication & Response Policy:

Communication is the most important service we offer.

• We contact tenants within 24 hours of receiving a work order request Monday through Friday.
• Our technicians respond to inquiries from PMs within 24 hours and usually within the same business day.
• Each client has their own secure log-in where they can check the progress of their projects.  Our staff updates the notes for PM review    each day or whenever there is news to report.
• An email alert is sent to you when a job is complete.
• Invoices are mailed within 7 days of job completion.
• We contact property managers immediately should anything unusual arise.

Our Crew:

Rental Restoration employs professionals with high integrity and excellent skills.  Our in-house technicians arrive on-site on time in a Rental Restoration shirt prepared to work.  We maintain a drug-free workplace and perform background checks on our employees.

Rental Restoration technicians are accustomed to working with tenants and follow Landlord/Tenant laws where applicable.  In addition, we never discuss with tenants any problems outside the existing scope of the project that we notice at a property – we always contact the property manager first.

Subcontractors:

Rental Restoration’s own technicians handle most of our projects; however there may be times when it is necessary to subcontract.  In the event that we call in a subcontractor, we will always:

• Use a subcontractor from our trusted network- our name is on the line!
• Negotiate the best possible price
• Ensure the company is properly licensed, bonded and insured and does not have any pending problems with regulatory agencies

Estimates:

We provide thorough and fair estimates that are easy to understand.  Here are some things you should know:

• An estimate is just that- an estimate.  Although we strive for consistent accuracy, there may be times when conditions call for plans to be changed which could cause the estimated price to go up or down.  Any time a charge will exceed 15% above the estimate, we will seek your prior approval.
• Our estimates are good for 30 days from date of issue.
• We issue estimates based on the “whole” of the job.  Changes to the overall scope could cause the estimate to change.

We do not perform site visits to provide estimates for jobs anticipated to have a total project cost of $300 or less.  But just call us; we can generally give you a quick estimate over the phone.

Contracts:

• We issue formal contracts on jobs expected to have an invoice totaling over $5,000.
• Online work orders require clients to agree to the Rental Restoration terms and conditions, constituting a contract for work to be done.
• Clients are responsible to pay the full amount of custom materials ordered and then cancelled.
• Deposits are required for jobs over $3,000.
• Payment is expected within 30 days of date of invoice.

Billing:

• Rental Restoration does not bill tenants directly.  The individual/organization placing the work order is ultimately responsible to ensure a bill is paid.  Please see the attached information regarding Washington State law regarding Mechanic’s Liens.
• We bill a 10% consumable materials charge for each labor hour in many jobs.  You can be sure if we have someone on-site for three hours they have undoubtedly used several small materials such as brushes, tape, drop clothes, caulk, fasteners, etc.
• After the first hour, our time is billed in .25 hour increments.  We invoice our technician’s time based on travel time to get to the site, work performed on the site, time to procure materials and in some cases, administration/communication time.  We never “pad” our hours and are always happy to substantiate any time spent.

Our number one goal is to meet the unique needs of our clients.  Please contact your account manager if you have extenuating circumstances that require an exception to our policies and procedures and we will make every attempt to accommodate your needs.