Rent Payments

How do I pay rent?

Rent can be paid in three ways:

• Online at rentvine.com. Sign into your portal. If you have not accepted your portal invite, please request a new invite from the office. 

  • Note: paying via ACH/bank account is free and highly recommended. Payments made via debt or credit card are charged a third-party processing fee, which we can adjust or remove, as these fees are not collected by our team.

• By mail. It is critical checks and money orders are correctly filled out, made out to the proper payee, and mailed to the correct address. 

  • Checks and money orders should be made payable to Rooted Maintenance and Development LLC. Do not send blank money orders. These can be stolen and cashed.

  • Mail to: Rooted Maintenance and Development LLC, 402 Feura Bush Road #55 Glenmont, NY 12077. 

  • Cash must never be mailed. 

  • The mail system is unpredictable and payments can be stolen. We have had many such occurrences. We highly encourage all tenants to consider using one of our alternative options for prompt and secure payments.

• Via PayNearMe (pay cash in the store)

  • Sign into your portal and follow these directions: https://help.rentvine.com/how-to-make-a-cash-pay-payment-through-the-resident-portal

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When is rent due?

Rent is due on the 1st of each month. After the 1st, your rent is late and you will begin receiving late notices. 

New York State allows a 5 day grace period for payments. On the 6th, your rent is considered overdue and late fees apply. 

We do not accept payments on any other pay schedule. If you were previously paying rent on an alternate date to a previous owner or manager, we will make a good faith effort to work with you on promptly adjusting that date so you do not incur late fees or legal penalties. Please ensure you are promptly working toward this goal. 

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Do you allow rent payment plans?

Under no circumstances may a tenant be allowed a payment plan that permits late payments. If you wish to begin a budgeting plan, our team can suggest ways in which you get slightly ahead on your rent, then pay portions in budgeted increments to help ensure you are paid in full by your due date. This is never required and is a courtesy to tenants who wish to plan ahead or avoid falling behind.

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Why did I receive an email for late payment?

Late fees notices are automated and begin on the 2nd of each month if rent is not paid in full. These notices cannot be turned off. 

If you paid your rent and you still see a late fee, please review your ledger in your tenant portal. There may be other outstanding fees such as tenant violations, NSF fees, etc. 

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Can you refund NSF fees?

On occasion we will partially  refund NSF (non sufficient fund) fees. Our team incurs fees each time your payment bounces and team members have to spend time notifying tenants of NSF fees, costing owners money. As a courtesy, you may see this fee be lowered to $5 as a one-time courtesy. 

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Repeat offenders will not be extended this courtesy and may lose access to online payments as a result of frequent bounced payments. 

 

Can you refund late fees?

Late fees are only refunded if a tenant actually paid rent and there was a proven logistical error. These situations are rare. 

If you mail your rent, it is your responsibility to ensure it arrives in a timely fashion and is properly postmarked. If a rent check is mailed after the 1st of the of the month it is unlikely it will arrive by the 5th. Please plan ahead. 

 

How do I set up or cancel automatic rent payments?

These can be set up via your tenant portal. ​

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I paid my previous management company already for this month. What should I do? 

Reach out to the office promptly with proof of payment and contact information for the person or company that was paid. We will work to confirm, record and retrieve this payment promptly. Please cease any future payments to the incorrect party. 

 

Animals & Pets

I want to get a pet. What should I do?

Before getting a pet, it is critical you reach out to management to discuss pet policies and fees, as well as any restrictions. Unauthorized pets are considered lease violations; written permission is required. Pet addendums must be completed for any new pets and pet rent will be applied to your monthly bill.

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ESAs and Service Animals are not pets. Proper, legally-vetted documentation must be provided and stored in your file. 

 

Lease End, Move Outs, Lease Changes

 

How do I request to move out?

Promptly reach out to the office and provide 30 days written notice via email or via your tenant portal.

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How do I add people to my lease?

Promptly communicate your request with the office via website chat and provide all names and information about the individuals. You will need written approval from the office for additional individuals, particularly those over 18, to occupy the unit, as required per lease. It is critical we are aware of all individuals living in the unit for safety and code compliance reasons. Any individual over the age of 18 must have an application on file and be listed on the lease.

 

What do I need to do before moving out?

Upon receiving your move out request, you will receive instructions that must be followed closely. Some of the action steps include:

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• Apartment must be broom swept clean, mopped, and vacuumed - All kitchen(s) and bathroom(s) must be completely clean

• All walls must be clean and painted the same color as before tenancy began (Unless Tenant has been given prior written permission from Landlord)

• Vacuum and clean any/all carpet(s).

• Clean all windows of obvious smudges, stickers, debris

• Remove all of your personal belongings

• No trash shall be left behind; Do NOT leave garbage at the curb. You may only leave the standard amount allowed, which is only that which fits in your garbage can. If you need bulk pick up, please coordinate this directly or let us know to avoid emergency bulk pick up and/or city fees. In some cities, these can be very high for even a relatively small amount of items.

• If applicable, all exterior areas associated with your unit shall be cleaned of debris and left clean

• If applicable, exterior lawn and landscaping shall be presentable (if tenant was responsible per the lease)

• All light fixtures are to work properly with working light bulbs (if there are known issues, please submit a work order prior to move out)

• All plumbing is to be free of any leaks or blockages (if there are known issues, please submit a work order prior to move out)

• Leave keys in location requested by office (please confirm prior to move out)

• Leave ALL utilities on until your move out date

Please note there will be repair costs if needed. If additional money is needed to restore said home, Landlord will send Tenant a bill and/or file legal suit for said money in court.

 

When will I receive my security deposit after moving out?

Your Security Deposit will be sent within 14 days of your move-out inspection. This will be returned via ACH if you previously paid rent via ACH. It will be returned via check if you paid by mail. Please confirm we have the correct ACH account and forwarding address on file. Our goal is to return your entire deposit-- please help us do that.  PLEASE NOTE- if you do not provide a forwarding address, we won't be able to mail your Move Out Statement or the check (it will be mailed to your current mailing address).

 

What happens if I need to extend my lease?

If you are in good standing and wish to extend your lease beyond its expiration, please notify the office, in writing. 

I want to break my lease early– what are the penalties?

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Penalties may vary slightly based on your original lease terms. If you have signed a fixed term lease with remaining months, you are responsible for the remainder of the rent unless the owner agrees to release you early. Based on the terms of the lease, the owner may continue charging rent until the unit is released or the lease may state alternate terms. 

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It is your responsibility to clarify these terms. Security deposits will not be returned for improper move outs. 

 

Only one roommate wants to move out. How do we handle this?

Roommates and any joint tenants (a couple that applied together, for example), are jointly responsible for all aspects of the lease, including rent payment for the full length of the lease, unless notice was otherwise requested and received in writing. 

 

If one person decides to move out, both individuals remain responsible for the lease terms and payment. Any unpaid rent will be turned over to credit bureaus and it will cause damage to both tenants’ credit and both tenants will be named in any legal action. 

 

Please work out any interpersonal rent and/or move out issues among your tenant group. If you need to find a new roommate, please note they must follow or standard rental criteria. 

 

We will always do our best to assist in these situations, but it is the tenants’ responsibility to find a suitable solution. We do recommend that you advise us of this situation as soon as it starts, as we may be able to offer suggestions. 

 

Maintenance

How do I submit a maintenance request?

All maintenance requests should be submitting via your tenant portal.

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What should I do in case of an emergency maintenance issue?

In the event of a true emergency, please CALL the appropriate party in the following order:

• Danger to you/others/property: 911

• Electrical Issues: 1-800-867-5222 (National Grid) & 911 (as needed)

• Gas Issues: 1-800-867-5222 (National Grid) & 911 (as needed)

• Plumbing/water leaks that cannot be stopped until morning: call emergency line

• Heating issues that JUST started with very cold indoor temperatures:call emergency line (heat issues must be reported immediately during business hours; we cannot service heat after hours, we can simply try to supply electric heaters until it is resolved) 

• Lock outs: call a locksmith (paid for by tenant) 

  • Please note we cannot cover lock outs. If you do not have a spare key, please request one via work orders and store in a safe place. 

• All other emergencies: call emergency line

 

Emergencies should never be reported as a text, chat or written work our first. We will not see these promptly, and will never see these after hours, weekends, or on holidays. It is the tenant's responsibility to call the emergency line in the event of an emergency. Following up with a chat or work order is highly advised and requested, when possible, but it should never be the first step.

 

How long does it take for maintenance issues to be resolved?

Times will vary based on urgency and material availability. 

 

To help us ensure prompt attention to all work orders, please always include as much detail and as many photos as possible. Work orders that late photos and detail can be unclear, leading to our team to misunderstand the priority level, action steps, or materials needed in order to address these quickly. 

 

Can I change the locks?

No, you may not change your own locks. For safety reasons, it is critical we can access your unit in the event of an emergency. We utilize a specific lock system. If you would like to request a lock change, please create a work order and include the reason. We will discuss this work order with the owner and determine if the owner or tenant shall be charged. 

 

I am locked out or lost my keys. Can you help?

No, we cannot assist with lock outs or lost keys, as our team members do not have the capacity nor tools to  properly assist with these incidents. If you are locked out during business hours, you are welcome to inquire if a team member is in the vicinity. In rare circumstances, a team member may be able to assist, and you will be billed. 

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Locksmiths have the capacity to unlock units and replicate keys on-site, so in nearly all situations, this is faster. Please note tenants are responsible for this charge.

 

We highly encourage that you keep an extra key in a safe place or with a safe individual off-site. If you would like extra copies of your keys, please create a work order, and we would be happy to assist with this preventative item free of charge. 

 

Local locksmith contact information:

• Joseph P. Mangione Inc, 518-272-4080

• Edward C. Mangione Locksmiths Inc, 518-446-0486

• Capital District Locksmiths, LLC, 518-286-5260

• Albany Emergency Locksmith, LLC, 518-530-2314

 

Who is responsible for lawn care, snow removal, or other outdoor maintenance?

Please consult your lease. If you are unsure, please ask the office.

 

Can I be charged for maintenance at the property?

Generally, the property owner is responsible for maintenance unless specifically stated in your lease; however, a tenant may be billed for tenant caused damage, violations, or misuse of emergency services. 

 

An example of misuse of emergency services is repeatedly calling the emergency line for non-emergency items, as emergency calls are not free services. If someone is taking time to answer your calls, someone is paying for this service. Additionally, clogging the emergency dispatch phone lines with non-emergency calls puts all tenants and buildings experiencing actual emergencies at risk. Tenants will be given a written warning if this occurs, and then will be billed for continued misuse. 

 

Can I paint the walls a different color?

Please submit your request, in writing, along with the exact walls you wish to paint and exact wall color (brand, number, finish). If you are requesting paint to be provided to you, please also indicate this. We will review this information with the owner and inform you of the decision. 

Unapproved painting is not allowed. 

 

In the event painting is approved, it is the tenant’s sole responsibility to cover floors, cabinets, door knobs, lights, outlet covers, smoke detectors and other affixed surfaces. Any tenant caused damaged is the responsibility of the tenant. 

 

Can I make changes or renovations to the property?

Please submit your request, in writing, along with the exact request and materials needed.. If you are requesting materials to be provided to you, please also indicate this. We will review this information with the owner and inform you of the decision. 

Unapproved renovations are  not allowed. 

 

In the event renovations are approved, it is the tenant’s sole responsibility to cover floors, cabinets, door knobs, lights, outlet covers, smoke detectors and other affixed surfaces. Any tenant caused damaged is the responsibility of the tenant. 

 

Property Issues

 

What do I do if I experience issues with a neighbor?

Issues with neighbors should be reported to the management office for documentation and notice purposes, but the police department is the sole agency that can intervene in onsite disputes. 

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If there is a tenant dispute, pet concern, noise ordinance violation, etc, this must be reported to the police if you wish an individual to physically intervene. For the safety of your team, and due to liability and training restraints, our team can never replace police intervention. 

We are happy to provide notice of this issue and written, legal intervention when it applies, but we do not replace government agencies. 

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