Pete Neubig, Co-Founder of Empire Industries Property Management
You’re probably watching this video because you just received an auto alert from our system stating that a work order has been created for your property. So, I’m going to take you through the Work Order Process.
Tenant places a work order
First off, when a tenant puts in a work order we do make sure that the tenant is charged a maintenance deductible for the first $100. We do this in all of our leases in the Special Provisions and also in our Tenant Acknowledgements. We try and make the tenant liable for the first $100 for any work order that they put in. There are a few exceptions. One is, per Texas Property Code, we cannot change the deductible on certain items like sewage back-up, water heater, air conditioning and heating and I think there is one or two other things.
We do not charge for any water related items.
If the tenant doesn’t want to call us because they do not want to pay the maintenance deductible, it can cause your property more damage.
We don’t charge the first thirty days of the lease.
Some make-ready items might have been missed before move-in.
Troubleshooting the problem first
We keep the cost down by first sending a trouble shooting video to the resident. Residents don’t want to have to pay the $100 maintenance deductible unnecessarily, and we don’t want you to have to pay for maintenance on your property if it’s not needed. One of the more frequently sent videos is for a garbage disposal that doesn’t work. the video offers several trouble shooting tips including checking the re-set button. We save many calls because of that one video.
Dispatching one of our approved vendor partners.
If the tenant can’t solve it through the videos that we send or through trouble shooting over the phone, we send a vendor. If the cost is under $400, our vendor has the approval to go ahead and do the work, and we take the cost from the owner reserves. If the cost is greater than $400 and it’s not an emergency, then we will send a quote for your approval. If the cost is greater than $400 and it is an emergency, then we are going to have that vendor complete the work. There are certain items that need to be completed within a certain time frame based on Texas Property Code. So, we get the work done and contact you to request the funds.
All of our partner vendors are insured and licensed, if it’s required.
Plumbers and electricians are licensed. All of our partner vendors have agreed upon our volume based discount. We have one set pricing which our vendors have agreed to, so there is no need to get a second or third quote from our vendors.
I hope that you understand the work order process better and if you have any questions give your property manager a call.