Frequently Asked Questions
Tenant

A: Rent is due on the 1st of each month.

A: The easiest way is through your online Resident Portal. You can pay by eCheck (free), set up automatic recurring payments, or pay by credit or debit card (a convenience fee of 2.99% plus $4.99 applies). Log into your portal at macdoc.managebuilding.com.

A: Rent is considered late if it is not received by 11:59 PM on the 1st (online) or by 5:00 PM on the 1st (in our office). A late fee of 10% of the balance due is charged on the 6th.

A: No. Under Virginia law, if rent has not been received after the 1st, we send a 14-Day Notice of Default. This notice is not a late fee. If your rent is paid in full by the 5th of the month, no late fee applies. If you have questions about your balance or a payment plan, please send a message through your Resident Portal.

A: Yes, once per year. Your Resident Benefits Package includes a one-time late fee waiver each year, as long as rent is paid within 10 days of the due date. Request it through your Resident Portal.

A: A returned payment fee of $50 applies, plus any late fee. Your Resident Benefits Package includes one returned payment fee waiver per year.

A: Payments are applied to the oldest balance on your account first.

A: You are responsible for your portion of the rent by the due date. If your assistance amount changes, please let us know through your Resident Portal and send us a copy of the updated notice.

A: Submit all maintenance requests online through Property Meld at app.propertymeld.com/tenant/macdoc-maintenance. You can add photos and track the status of your request.

A: Fire (call 911 first), flooding, or no heat during cold temperatures. For an emergency, call our 24-hour emergency maintenance line at 540-412-8440 and leave your name, address, phone number and the nature of the emergency. Our on-call maintenance team will call or text you back.

A: No. These are treated as urgent and handled as quickly as possible, but they are not emergencies. Some repairs need parts to be ordered. Please submit a request through Property Meld right away and mark it as Urgent.

A: Turn off the water supply valve behind the toilet or under the sink, then submit a maintenance request. For a burst pipe, shut off the main water valve. Its location is noted in your Move-In Inspection report.

A: Before submitting a request, check the following:

• No power to outlets: reset GFCI outlets (kitchens, bathrooms, garages, outdoors) and check your circuit breakers.
• Blank thermostat: replace the batteries and check the breaker.
• Garbage disposal jammed: press the reset button and turn the blades with an Allen wrench from underneath.

If a technician fixes the problem by resetting a GFCI or breaker, you may be charged for the service call.

A: Your Maintenance Responsibility Addendum lists the details. Common tenant responsibilities include:

• Light bulbs and smoke alarm batteries
• Changing HVAC filters (double shipment delivered to you every 90 days; change them every 45 days)
• Drain clogs
• Jammed garbage disposals
• Pest control. Termites are the owner's responsibility, so report them right away.
• Lawn care, weeding, bush trimming and keeping gutters clear
• Professional carpet cleaning once a year and at move-out
• Preventing frozen pipes in winter (keep the heat on and disconnect garden hoses)

A: Repairs caused by misuse or neglect, or that are listed as tenant responsibilities, are billed at a minimum of $75 per hour plus the cost of repairs. A $95 fee applies if a scheduled maintenance appointment is missed.

A: Some owners have home warranties. In that case, the warranty company chooses the vendor and sets the schedule. We will file the claim right away and send you the claim number and vendor contact information.

A: You can hire a locksmith at your own cost, or pick up a copy of your key at our office during business hours for $10.

A: Every MacDoc lease includes the Resident Benefits Package for $25 per month, billed with rent. It includes:

• 24/7 online Resident Portal for payments, requests and lease documents
• HVAC filters delivered to your door every 90 days
• Online rent payments and autopay
• One late fee waiver per year
• One returned payment fee waiver per year
• Utility concierge service for move-in setup
• Online document signing through e-Sign

A: No. The Resident Benefits Package is required with all MacDoc leases.

A: Yes. Every adult resident must keep renters insurance for the full lease term, with MacDoc Property Management listed as an Additional Interested Party.

A: Only with prior written approval and a signed Pet Addendum. A $450 non-refundable pet fee applies per pet. Visiting pets also need approval in advance. An unauthorized pet results in a $1,000 fee per pet.

A: No. Smoking and vaping are not allowed inside the home. Smoking inside is a lease violation and results in a $1,000 fee plus repair, painting and cleaning costs. Marijuana use, possession or growing on the property is prohibited. A smoking violation may be cause for a lease termination in addition to the violation fee.

A: You need written approval before painting, wallpapering, installing appliances, changing locks, adding a security system, or mounting items with adhesive. A reasonable number of small picture-hanging nails is allowed. Submit your request through the Resident Portal.

A: Trampolines are never allowed.

A: Satellite dishes cannot be attached to any part of the home. Written approval is required to place a satellite dish on the ground around the property.

A: Wood-burning fireplaces may not be used. Gas fireplaces are provided as-is and tenant is responsible for gas service.

A: Yes, but grills and open-flame cooking must be at least 10 feet from the house and may not be used on or under decks or balconies.

A: Yes. If your home is in an HOA, you must follow its rules, including parking. HOA rules are in your Resident Portal under Documents.

A: Your lease lists which utilities are in your name. Most residents pay electric, water, sewer, gas and internet. Keep all utilities on through your move-out date.

A: Contact us through your Resident Portal and we will explain the steps. A $75 fee applies to add or remove a tenant.

A: Yes. Periodic inspections are done about every 6 months to check for maintenance issues. We try to give about one week's notice by email, but notice may be as short as 48 hours. You do not need to be home, but please secure your pets.

A: With notice, yes. For routine maintenance you did not request, we will give at least 72 hours' notice. In an emergency, we may enter without notice.

A: If the inspector cannot complete the inspection because of the tenant, a $95 return inspection fee applies.

A: About 65 to 75 days before your lease ends, you will receive a notice about the Lease Renewal if the Lease is going to be renewed. All tenants on the lease must sign the renewal.

A: If you do not give 60 days' written notice to move out, and do not sign the renewal, your lease will automatically renew on the terms in the Renewal Addendum.

A: At least 60 days' written notice before your lease end date. Use our Notice to Vacate form: NOTICE TO VACATE.

A: Yes, but not without penalty. Under the Early Lease Termination Addendum you signed with the Lease, you must give at least 60 days' notice, keep paying rent while you live there, and pay the penalty fee before you move out:

• Two months' rent, or the rest of the rent left on your lease, whichever is less, plus
• A re-leasing fee of 75% of one month's rent

Your security deposit cannot be used toward these fees.

A: Yes. Under the Servicemembers Civil Relief Act and Virginia law, you may end your lease with written notice and a copy of your orders. Contact us through your Resident Portal and we will explain the dates that apply to you.

A: Contact us through your Resident Portal. All tenants on the lease remain responsible until a change is approved in writing. A $75 fee applies to remove a tenant.

A: Before you move out, complete the following:

• Return the home in the same or better condition than when you received it, less normal wear and tear
• Have the home professionally cleaned, including carpets, and keep your receipts
• Walls must be free from holes, damage and excessive dirt and/or marks
• Install clean HVAC filters
• Have the gutters professionally cleaned
• Replace burned-out light bulbs and make sure smoke and carbon monoxide alarms work
• Cut the grass and remove all trash and belongings
• Treat for pests if needed
• Pay final utility bills and keep proof of payment
• Give us your forwarding address in writing
• Return all keys, garage openers and fobs to our office by your lease end date

A: Rent continues until all keys are returned. Keys not returned by your lease end date may result in a $75 per door lock change charge.

A: Yes. Let us know in writing that you would like to attend. The inspection takes place within 72 hours after you move out. Security Deposits are not discussed during the move out inspection.

A: Within 45 days after you move out or lease end date (whichever is later). We will send an itemized statement and any refund to your forwarding address. If damages are more than the deposit and need an outside contractor, we will notify you within the 45 days and may take up to 15 additional days to send the itemized costs. Deductions can include unpaid rent, damage beyond normal wear and tear, and move-out items not completed (plus a service fee of $100 or 20% of the cost, whichever is more).

A: Use the contact option that fits your need:

• General questions, payments and requests: your online Resident Portal
• Maintenance: your online Resident Portal and click Maintenance Request
• After-hours emergencies: 540-412-8440
• Office: 540.370.4040, 1810 Stafford Ave, Suite E, Fredericksburg, VA 22401

A: Notices are sent electronically to the email address on file unless you request otherwise. Please keep your email and phone number up to date in your Resident Portal.