How do I submit a work order from the Tenant Portal?

Aloepm.Rentvine.com/Portals/Resident

Login with your email address and password via phone or desktop

Click on Maintenance on the left hand side

Select Maintenance Request

Fill out the necessary information to create the maintenance request. Enter the priority, add a detailed description. Please provide as much information as you can here for the property manager so that they can be sure to assign the correct vendor as quickly as possible. Add an incident location such as "Kitchen Sink" where applicable.

Before submitting a request, please make sure you have tried to troubleshoot, you can find information on our website at Aloepm.com, your lease, or Google. All service requests MUST have a photo and/or video. Appliances MUST include a photo to show the appliance, color, photo or video of issue, model and serial number. Without any of these details will cause a delay in assigning your request.

You may add additional documents, images etc to the request once it has been submitted. The STATUS of the request will be in the left side of the page. The status will be updated by the property manager after the request has been reviewed.

Do not use the Chat option, should you need anything, please email or text the office at info@aloepm.com.

How to Submit a Work Order Request

We prioritize keeping your property in good condition. Maintenance requests can be easily submitted through your Resident Portal.

According to your lease, all routine and non-emergency maintenance requests must be submitted in writing with:

• Your name

• Daytime and evening phone numbers

• Address

• Specific description of the problem or repair needed

Your requests will be handled in the order received. Non-emergency repairs are completed during normal business hours (9:00 a.m. to 5:00 p.m., Monday through Friday).

Please note that maintenance personnel cannot make immediate appointments for non-emergencies. We understand repairs can be inconvenient and promise to address them diligently. We appreciate your patience and cooperation.

Maintenance requests are categorized by priority, with target completion times for each category:

Categories of Priority

Category 1: Emergency Maintenance Emergency defined: Anything relating to the property under the lease that threatens life, health, or the property. Examples: Fire, flood, sewage back-ups, gas odors, broken water pipes Target: 5 to 8 hours

Emergency Response Guidelines:

• For immediate danger such as fire: Call 911

• For gas-related emergencies: Call the gas company and 911 if necessary • For immediate electrical danger: Call the utility service or 911

• After contacting emergency services, call the Aloe office to report the problem

• For plumbing emergencies or flooding: Call the Aloe office for emergency instructions and 911 if necessary

Important Notes:

• Management will make necessary repairs within a reasonable time

• You will not be reimbursed for unauthorized repairs

• During peak seasonal months, response times for heating and cooling issues may be delayed due to contractor demand

The following are NOT considered emergencies:

• Lack of heat when temperatures are expected to be above freezing

• Air conditioning issues during moderate weather

• Refrigerator not cooling

• Being locked out of your home

• Power or gas outage

• One inoperable A/C unit when the property has two units

• Non-functioning oven

• No hot water

While these issues are inconvenient, they are not emergencies. Aloe will prioritize resolving them as quickly as possible.

Aloe and the landlord are not liable for food loss from appliance breakdown or for belongings damaged by water leaks. Please ensure you have adequate renter's insurance to cover unforeseen personal losses.

Category 2: Urgent Maintenance Examples: Broken windows, plumbing repairs (excluding clogged toilets), loose railings, wobbly decks, electrical problems Target: 2-4 business days

Category 3: Normal Maintenance Examples: Appliance repair, garage repairs, leaky faucets Target: 4-8 business days

Category 4: Non-Essential Maintenance Examples: Fence repair Target: 15-20 business days