TIMBERLAND PARTNERS 72-HOUR SERVICE GUARANTEE

At Timberland Partners, we strive to provide the finest resident service in the industry.  We will respond promptly to your service requests, or you will stay with us rent free!**
 
 

HOW DOES THE 72 HOUR SERVICE GUARANTEE WORK?
 
We guarantee that your routine service request will be completed in three business days or 72 hours, pending access to your apartment and the availability of parts.  The Service Guarantee covers routine service requests submitted Monday through Friday.  Submissions after 4:00 p.m. and on holidays will be considered to have been placed the following business day.  All Service Requests must be submitted online.  If your request is not complete or scheduled for completion in three business days, notify the leasing office in writing that the request has not been completed.  You will receive free rent from the date this written notice is received until the service request is completed.


WHAT IS CONSIDERED A ROUTINE SERVICE REQUEST AND A NON-ROUTINE SERVICE REQUEST?
 
Routine service requests that are included in this guarantee are the following: door and lock repairs, interior lighting and electrical repairs, kitchen appliance repairs, plumbing repairs (faucet drips, plugged drains, and toilets not flushing), heating and air conditioning, washers and dryers inside your apartment home, smoke detectors and carbon monoxide detectors.
 
Service requests that are not included in this guarantee are the following: repairs that are scheduled in the future due to availability of parts or contractors, repairs that were caused by the behavior or negligence of the resident(s), exterior repairs (roofs, flashing, siding, foundation and structural repairs), floor, wall, or ceiling covering repair or replacement, common area repairs or replacements, optional utilities (internet, cable, and telephone), pest control, and service requests due to natural disasters, inclement weather, fire, flood and other emergencies.


WHAT DO YOU NEED TO DO TO RECEIVE FREE RENT?  

 
First, the resident(s) must be in good standing: no outstanding balance owed to Timberland Partners and no lease violations on record.  Also, after 72 hours have passed since the initial service request, the resident(s) must give written notice to the leasing office that the request has not been completed.  This written notice must be within seven days (7) of the initial service request.  From the date the written notice is received until the date the problem is resolved, the resident(s) will be reimbursed for their rent at a prorated amount*.  Lastly, the service team must have access/permission to enter the apartment home Monday through Friday, during normal business hours (generally 8:00 a.m. to 5:00 p.m.).
 
*Reimbursement of rent will be in the form of a rent credit applied to the following months’ rent and does not include pet rent, garage rent, storage rent, or other extra fees.


WHY DO WE OFFER A SERVICE GUARANTEE?

 
We offer a Service Guarantee for two primary reasons.  First, we are committed to providing an outstanding living experience for our residents: your satisfaction matters.  Second, we believe in our service teams and we’re confident they will go the extra mile to complete your service requests in a timely manner.

 
*Terms and Conditions Apply
**The Service Guarantee does not apply for residents of new acquisitions for a period of 6 months.