Tenant FAQs

Frequently Asked Questions

Rent Payments

• Rent can be paid in three ways:Rent can be paid in three ways:

  • Online:
    • Visit rentvine.com and log into your portal.
    • If you haven’t accepted your portal invite, request a new one from the office.
    • ACH/Bank Account: Free and recommended.
    • Debit/Credit Card: Fees apply.
  • By Mail: Make checks or money orders payable to Rooted Maintenance and Development LLC. and mailed to:
    Rooted Maintenance and Development LLC
    402 Feura Bush Road #55
    Glenmont, NY 12077
    Important: Do not send blank money orders, as they can be stolen and cashed. Cash should never be mailed, as mail theft has occurred. We recommend using our other secure payment methods.
  • Via PayNearMe (cash payment in-store): Sign into your portal and follow these directions: PayNearMeInstructions

• When is rent due?

  Rent is due on the 1st of each month. After the 1st, your rent is late, and late notices will begin. New York State allows a 5-day grace period, after which, on the 6th, your rent is considered overdue, and late fees apply.

  We do not accept payments on alternate schedules. If you were previously paying rent on a different date to a prior owner or manager, we will work with you to adjust this promptly to avoid late fees or legal penalties.

• Do you allow rent payment plans?

  Payment plans permitting late payments are not allowed. However, we can suggest ways to budget rent in increments to ensure you are paid in full by your due date.

• Why did I receive an email for late payment?

  Late fee notices are automated and begin on the 2nd if rent is unpaid. These cannot be turned off. Review your tenant portal for outstanding fees such as tenant violations or NSF fees.

• Can you refund NSF fees?

  On occasion, we will partially refund NSF (Non-Sufficient Funds) fees as a courtesy. Repeat offenders may lose access to online payments.

• Can you refund late fees?

  Late fees are only refunded if there is a proven logistical error, which is rare. Rent mailed after the 1st of the month is unlikely to arrive by the 5th. Plan ahead to avoid late fees.

• How do I set up or cancel automatic rent payments?

  Set up or cancel recurring payments at rentvine.com. For more information, visit: Recurring Payment Setup

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

  Contact the office promptly with proof of payment and details of the party you paid. We will assist in retrieving the payment and adjusting your records.

Animals & Pets

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

  Contact management before getting a pet to discuss policies, fees, and restrictions. Unauthorized pets are lease violations and require written permission. Complete a pet addendum, and pet rent will apply.
  Note: ESAs and service animals are not pets. Legally-vetted documentation is required.

Lease End, Move-Outs, and Lease Changes

• How do I request to move out?

  Provide 30 days' written notice via email or through the rentvine.com portal. For details, visit: Move Out Request

  You will receive move-out instructions and security deposit information after submitting your notice.

• How do I add people to my lease?

  Request approval for additional tenants via website chat, providing names and necessary details. Individuals over 18 must submit an application and be listed on the lease for safety and compliance reasons. Lease changes are subject to owner approval.

• What do I need to do before moving out?

  You will receive instructions upon submitting your move-out request, including cleaning, key return, and ensuring all utilities remain on until the move-out date.

• When will I receive my security deposit?

  Security deposits will be returned within 14 days of your move-out inspection via ACH or check. Confirm your ACH and forwarding address with us to avoid delays.

• What happens if I need to extend my lease?

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

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

  Penalties vary based on your lease. In fixed-term leases, you are responsible for remaining rent unless the owner agrees to early release terms.

• Only one roommate or tenant 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?

  Submit requests via your rentvine.com portal: Work Order Instructions

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

  For emergencies, call the appropriate party in this order:

  • 911 (for danger to persons or property)
  • National Grid: 1-800-867-5222 (for electrical or gas issues)
  • Emergency Line: 518-240-5151, press 1 (for plumbing or heating issues that just started)
  • Lockouts should be handled by a locksmith.

  
  

  Emergencies should never be reported as a text, chat or written work order 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.

  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). 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. 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 should I do if I have 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.

  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.

Rentvine Support

• I can’t log on to rentvine.com. Can you help?

  Ensure you’ve accepted your portal invite. For assistance, submit a ticket through rentvine or reset your password:

  • Portal Registration
  • Reset Password

• How do I use my rentvine portal?

  In your portal, you can make payments, submit maintenance requests, and review your ledger. For more information, visit: Resident Portal Guide

• How can I update my contact information or emergency contacts?

  In your portal, select the current contact information and update it. If you are unable to do so, please send the updated information to the office and confirm this update was accurately made.