Tenant Frequently Asked Questions


Company Information

  • Professional Standards of Conduct

    Your lease agreement is subject to our Standards for Professional Conduct for Landlords, Residents and Property Managers. By signing the lease, you agree to conduct yourselves to these standards, understanding that failing to do so may result in your lease not renewed.

    Below are the six standards of conduct expected from you when dealing with our firm:

    1. Be inclusive. We welcome and support people of all backgrounds and identities. This includes, but is not limited to members of any sexual orientation, gender identity and expression, race, ethnicity, culture, national origin, social and economic class, educational level, color, immigration status, sex, age, size, family status, political belief, religion, and mental and physical ability.

    2. Be considerate. We realize moving and dealing with issues around the property can be stressful, and we go out of our way to accommodate reasonable needs and requests. Your decisions might affect whether a landlord keeps a property or sells it, or whether a resident wants to renew or move. You should take those consequences into account when making decisions.

    3. Be respectful. We won't all agree all the time, but disagreement is no excuse for disrespectful behavior. We will all experience frustration from time to time, but we cannot allow that frustration become personal attacks, yelling or using inappropriate language. An environment where people feel uncomfortable or threatened is not a productive or creative one. Our staff is trained and empowered to discontinue any conversation that is disrespectful, and to note same in our records. From time to time we choose not to renew our agreements with people who repeatedly cross these boundaries with us.

    4. Choose your words carefully. Always conduct yourself professionally. Be kind to others. Remember that we as Property Managers are here to help landlords, residents and vendors and provide quality housing, however when circumstances combine to make it challenging to meet the expectations of a customer, we will communicate that frankly and professionally - and appreciate your doing the same.

    5. Be truthful. If you find it challenging to meet the terms of your agreement us, tell us exactly why. We might be able to help you, and pledge to do our best when given the opportunity to help you. When we are unable to help and must enforce a contract with you, try to understand why. Differences of opinion and disagreements are mostly unavoidable. What is important is that we resolve disagreements and differing views constructively.

    6. Make differences into strengths. We can find strength in diversity. Different people have different perspectives on issues, and that can be valuable for solving problems or generating new ideas. Being unable to understand why someone holds a viewpoint doesn’t mean that they’re wrong. Don’t forget that we all make mistakes, and blaming each other doesn’t get us anywhere.

  • PGMG Core Values

    1. We commit that our marketing material, and the information on our web site will accurately represent who we are, what we’ve accomplished and what we do; no exaggerations.

    2. We will hire only the best staff, consistently train them and work at moving them to the best possible position of service to PGMG and our customers.

    3. We will always treat customers, vendors and each other with courtesy, respect and professionalism.

    4. We are committed to change — to keep up with the changing marketplace and changing technology without sacrificing the all important priority of great customer service.

    5. We are committed to providing our residents with a clean and safe place to live, regardless of the rent, and put their safety high on our list of priorities.

    6. We will not tolerate unethical behavior by our staff or vendors.

    7. We will follow the laws (and codes of ethics) that regulate our business.

    8. We will believe in (and spoil) our staff and create a safe (and healthy) work environment that fosters respect and opportunity for personal and professional growth.

    9. We will constantly strive to protect our owners from the liabilities of owning rental properties.

    10. We will strive to be a leader in the property management industry.

  • PGMG Mission Statement

    Our mission is to serve... Serve our Clients by taking care of their properties as if they were our own; our Residents by providing them with a pleasant rental experience; and our Staff by constantly training them and helping them reach their highest professional potential.

  • The Law

    It is very important in the field of property management, that PGMG follow local, state, and federal legislation and guidelines. Our company takes pride in our industry, and we further implement guidelines and policies of several organizations, such as the National Association of Residential Property Managers, (NARPM®), and others.

  • Code of Ethics

    PGMG follows the Code of Ethics outlined by NARPM® as well as the Realtor® Code of Ethics. PGMG considers this a top priority in conducting business and is required of all PGMG personnel.

  • Legislation

    PGMG adheres to the laws and guidelines of federal, state, and local legislation, and incorporates this into all documentation, policies, and procedures. Here are some of the agencies and acts PGMG follows:

    • Fair Housing (HUD) - We support and follows Fair Housing laws and guidelines.

    • SCRA Act – Serviceman’s Civil Relief Act, which has replaced the Soldiers’ and Sailors’ Act of 1940

    • URLTA - Uniform Residential Landlord Tenant Act

    • FCRA - Fair Credit Reporting Act

    • EPA - Environmental Protection Agency

    • IRS - Internal Revenue Service

    • NCREC - North Carolina Real Estate Commission

    • NCSOS - North Carolina Secretary of State

    • Any other local or state legislation that may apply to North Carolina

  • PGMG Website

    PGMG works hard to utilize the most current and relevant business technologies. The PGMG website, www.PGManagementGroup.com, has proved to be a tremendous asset. Here are a few of the benefits for clients on the PGMG website:

    • Prospective tenants can search our site for available rentals, schedule showings, apply to rent online and take online video tours of your property.

    • Tenants have access to a portal, allowing them to update contact information, submit a maintenance request, view transaction history or send PGMG an email from the site. (TWA-Tenant Web Access)

    • Owner Portal (OWA-Owner Web Access)

    • Owners can obtain forms.

  • General Office Information

    PGMG 's address is  2217 Matthew Township Pkwy, STE D-244, Matthews, NC 28105. Our phone number (and fax number) is 704-566-3610 and a general email address is hello@pgmanagementgroup.com

    Business Hours are Monday-Friday from 9am-5pm

    Our office location is currently closed to the public effective March 12, 2020 due to COVID-19



  • Unrepresented Tenant (Landlord subagent)

    PG Management Group, LLC will not be representing you and has no loyalty to you. PG Management Group, LLC represents the landlord.



  • Application Fee

    Please be prepared to pay a total of a $75 application fee (per applicant, 18 years of age and over that will be living in the property) Application fees are non-refundable. Each resident over the age of 18 must submit a separate rental application.

  • Viewing

    Please make sure you have viewed this property in person or have had someone you know view this property on your behalf. Please feel free to use the website www.CrimeReports.org or call the local Police Department for area information.


    Everyone must complete the screening process. This is not only for pet and animal owners but also for residents and applicants that DO NOT own a pet or animal. https://pgmgtgroup.petscreening.com


    Valid government issued photo identification must be presented at application submission. Acceptable forms of identification include a government issued passport, state issued driver’s license or identification card, or a United States Military ID. (CLEAR PHOTO is ok...DO NOT FAX) All applicants must provide proof of a valid Social Security Number or Individual Taxpayer Identification Number.


    Income must be verifiable, legitimate, and full copy sent. (DO NOT SEND SCREENSHOTS OR PHOTOS See below for more information) Income must be greater than or equal than 3 times the monthly rent. Proof of income in the form of 1 months worth of recent paystubs or other income statements covering the last 6 months of income must be submitted.  The total household gross income must be at least three times the amount of one month’s rent.

    Applicants who hold jobs that are commission based only; base salary plus commission, tips or bonuses; are considered self-employed. Self employed applicants will need to submit the previous year’s tax returns, the previous two months personal bank statements and any other evidence of financial ability to pay.

    • Pay Stubs: Primary proof of income for any W-2 employees

    • Tax Returns: Primary proof of income for self-employed small business owners

    • Bank Statements: Secondary documents used to corroborate pay stubs, tax returns, or Social Security benefits, would need last 2 bank statements

    • Letter from Employer: Secondary documentation used with W-2 employee pay stubs

    • Profit and Loss Statement: Secondary proof of income for self-employed tenants

    • Social Security Benefits Statement: Primary proof of income for retirees

    • Court Ordered Agreement: Primary proof of income for those collecting alimony or similar payments


    • No Prior Evictions within the last 3 years

    • Satisfactory rental history with current or previous landlords

    • A minimum Credit score of 600 is required. A credit score of 599 or below will be subject to conditional approval with a higher security deposit in the equivalent of one and a half, but not more than two months' rent, or application denial. (See more information below)

    • To determine your credit score, check it at AnnualCreditReport.com. Be sure to check before you apply. That way, you can avoid applying to properties that you do not qualify for.

    • Gross Monthly Income equal to least 3x the monthly rent

    • No Unpaid Utilities or Utility Service in Collections

    • All Criminal History will be reviewed on a case by case basis and PGMG will consider the nature and severity of the crime and the amount of time that has passed since it was committed

  • Credit Score and Security Deposit Information

    600 - 850 | 1x the monthly rent

    599 and below | Subject to conditional approval at 1.5x - 2x the monthly rent or denial


    Please understand that we may receive multiple applications on our properties. The screening process starts as soon as we receive your rental application, and you may lose out if you do not provide/upload the required documentation (in the required format) with your submitted application. We process all submitted applications in order to select the most qualified applicant. You will receive an email from PGMG upon receiving your rental application. If there are multiple applications at that time, you will be immediately notified in your Application Received Email.


    Required Property Damage Liability Insurance: NOTICE! 

    All Residents are required to maintain property damage liability insurance on behalf of the Landlord and Property Manager. Coverage is required in the amount of One Hundred Thousand Dollars ($100,000.00) for damage to both Landlord’s and third parties’ property with the provisions covering at least the perils of fire, smoke, explosion, accidental water discharge, and sewer backup. Residents are required to name PG MANAGEMENT GROUP, LLC as an “Interested Party”.

    Such a policy shall be written not contributing with and will be in excess from coverage that Landlord may carry, and must waive all rights of subrogation against Landlord and Property Manager. It is agreed that Landlord carries insurance for its protection and that the Resident is not a beneficiary of such insurance. Resident shall be responsible to Landlord for all costs of repair for damages as stated in the Lease regardless of existing Landlord insurance.

    Using an Insurance Provider Outside of Property Manager Preferred Vendor :

    Tenants may OPT OUT of purchasing this required insurance through landlord’s preferred insurance provider at any time by providing written proof of the following three items:

    Evidence of Required Insurance levels to show the Policy is in effect, when it will start & end, and who is named on the policy.

    PG Management Group, LLC must be named as an “Additionally Interested” party to the

    insurance binder provided by the tenant.

    The Tenant Liability coverage has to be equal to or greater than $100,000 in Tenant Liability

    Cost through PG Management Group, LLC: $9.00 per month plus a reasonable monthly administration fee; of $3.00 for a total of $12.00 per month , per lease. Residents are required to carry Tenant Liability Insurance. Unless a Resident Opts Out of this insurance by following the steps above, a policy will be automatically provided to the Resident for $12.00 per month.

    Failure to Maintain Insurance: If the tenant’s coverage for their independently self-procured tenant liability insurance is lapsed by either non-payment or non-renewal after lease execution, PG Management Group, LLC will place that Resident under this program by default for $12.00 per month plus a one-time $25.00 set-up fee.

    Disclosure: PG Management Group, LLC is not an insurance company. The Tenant Liability Insurance program is provided by Great American Insurance company and brokered through Beecher Carlson Insurance Company

    Coverage Notice: By electing the Tenant Liability Insurance through Landlord’s preferred provider via the automatic program set forth above, Resident will not be listed as a named insured under the Landlord’s policy. The Tenant Liability Insurance policy is not designed to replace a Renter’s Personal Insurance Policy. No coverage is provided to insure tenant contents with this policy.


    Tenant/Resident accepts the property in its present condition (AS-IS) subject to conditions, which materially affect health or safety of an ordinary tenant. No additional cosmetic touches or repairs will be done after move-in unless otherwise agreed to by parties, in writing.

  • Scanning Documents from your Mobile Device

    Android Devices

    1. Open the Google Drive app .

    2. In the bottom right, tap Add .

    3. Tap Scan .

    4. Take a photo of the document you'd like to scan. Adjust scan area: Tap Crop . Take photo again: Tap Re-scan current page . Scan another page: Tap Add.

    iPhone, iPad, iPod Touch 

    1. Open Notes and select a note or create a new one.

    2. Tap the Camera button , then tap Scan Documents .

    3. Place your document in view of the camera.

    4. If your device is in Auto mode, your document will automatically scan.

    5. Tap Save or add additional scans to the document.

  • NEXT STEPS and What to Expect Moving Forward

    • Once PGMG receives your application, we will contact you via email.

    • If we have additional applications on the property, you will have this information in your Application Received Email. We are not able to control when applications come in, as they come in 24 hours a day, holidays, and weekends.

    • Make sure you are sending in the correct documentation as we DO NOT accept SCREENSHOTS or JPEGS. If you need to scan documents, please review the Scanning Documents from your Mobile Device above.

    • Once APPROVED, we will notify you via email with your Official Notice of Approval. 

    • You will have 24 HOURS to respond

    • Be prepared to pay a non-refundable Holding Fee (equal to one full month's rent) and your $150 Lease Prep Fee within 24 HOURS

    • The non-refundable Holding Fee will be credited to your first full month's rent should you decide to move forward.

    • Once the funds are received, we will send you the lease agreement to your email for electronic signatures.

    • You will have 24 hours to sign the lease.

    • Be prepared to pay your security deposit as listed in your Official Notice of Approval within 24 hours of lease signing


Paying Rent

  • Payment Options

    We offer several electronic payment options to assure prompt and secure rent payments. Once you are registered in our payment system you will have a simple electronic option to pay rent each month. We still take paper checks and money orders by mail but they are less reliable and harder to process. Electronic payments are faster, safer, and easier on everyone so we encourage electronic payments. NO CASH will be accepted. If you prefer to pay in CASH, please let us know so we can create a CASHPAY account for you. You will then be able to pay in CASH at a local CASHPAY location. We highly recommend paying your rent online.

  • Due Date

    Rent is due on the first of the month and is considered late on the sixth. Please note that Bill Pay through your online bank still mails us a check. If the check is not received by the fifth, a late fee will be assessed 6th. We highly recommend paying your rent online via your Tenant Web Access (TWA).

  • Personal Checks

    Personal checks are acceptable at any time before the 5th of the month. After the 5th, certified funds are required. Certified funds may also be required if checks are being returned for non-sufficient funds. PGMG will notify you in writing if personal checks will be refused. We highly recommend paying your rent online via your Tenant Web Access (TWA) as there is a $3.00 processing fee to mail in a check.

  • Late Fees

    After the due date, rent will not be accepted without the 5% late fee. We encourage you pay rent by the 5th to avoid paying any late fees. We highly recommend paying your rent online via your Tenant Web Access (TWA)

  • Late Letter

    PGMG will mail and email you a late notice if rent has not been received by the 5th. This letter may cross in the mail with your payment. You must pay with a certified check or money order after the 6th including the late fee, or as directed in your letter.

  • NSF Fees (Non-Sufficient Funds)

    NSF fee of $35 is due regardless of the reason. (Your bank may reimburse you for this charge if they were at fault.) If this happens, PGMG has the right to request certified funds from that day forward.

  • After the 6th

    If rent is still unpaid by the 16th, PGMG will begin eviction proceedings as stated in your Late Rent Letter. Once this has started, rent will not be taken without the late fee, $100 admin fee, possible attorney fees, and possibly by certified funds.

  • Credit Cards

    You may use a credit card for late fees, admin fees, NSF charges or maintenance charge-backs, rent, and possible security deposits (depending on your Official Notice of Approval).

  • Pro-Rated Rent

    Rent is always due on the 1st regardless of when you move in or when your lease term begins. If your lease begins part way through the month, the pro-ration is applied for your first month and the Non-Refundable Holding Fee you paid in regards to your Official Notice of Approval will be applied to your second month’s rent charge

  • Last Month

    Rent is required every month, including your last month. You may not use the Security Deposit to pay rent.

  • Payment Ledgers

    PGMG keeps a close track of all money due and paid by each resident. You can get a print out of this ledger for your personal records by logging into your Tenant Web Access (TWA) and clicking on the Transactions Tab or sending in an additional Request. Requests must be made in writing and they will be emailed to the property address. For paper copies, an additional fee may be incurred.

  • Using the Mail

    You may always mail your rent to PGMG. We recommend you mail your rent early to not incur any delays. We highly recommend paying your rent online via your Tenant Web Access (TWA).

  • Paying Less Than the Balance Due

    If there is an outstanding balance due on your account, we will notify you in writing. We will work with you on a payment plan when necessary, but it must be approved by the manager in writing. You will not be able to keep a running balance due PGMG.

  • Reporting

    PGMG will give you plenty of time to pay monies due under the lease. If you refuse to pay, PGMG is a member of the national credit bureau and will report monthly your failure to pay all monies due. PGMG also reports to the credit bureau on your positive rental payment history as well.


Maintenance Issues

  • Emergency Maintenance


    PGMG defines an emergency as anything that threatens the health of the occupants or destruction of the property like flood, fire, sewer backup, burst water pipes, burst water heater, etc. For emergency maintenance items, call 704-566-3610

    Emergency Defined

    Anything relating to the property under the lease that is threatening to life, health, or the property.


    • Fire
    • Tree blown on the roof
    • Flood
    • Sewage back up
    • Gas odors
    • Broken water pipes
    • Furnace or Heat is out (if the weather is below 68 degrees in the winter months) North Carolina housing code requires a dwelling to have a heating system so that at least one habitable room can be heated to 68 degrees in the winter.

    If the emergency is life-threatening, call 911 immediately!

    The Following are NOT Emergencies

    • Refrigerator out
    • Locking yourself out of the house
    • Power or gas off
    • Oven not working
    • A/C out or the property has 2 A/C units and one is still functioning properly. This means that a landlord must make reasonable efforts to fix the A/C unit if it breaks, and as long as those efforts are reasonable, the landlord does not necessarily have to match the tenant’s desired timeframe.
    • Water heater out.  

    PGMG is not liable for loss of food caused by appliance break down. PGMG highly recommends getting Renter's Insurance.


    If you claim you have an emergency and one does not truly exist, you will be charged back the service charge for the contractor/service representative responding to the call. Crying wolf will cost you money. Do not call in an emergency unless it is truly an emergency.

    You will also be charged a $75.00 trip charge if you set up an appointment with any contractor and do not show up for the appointment, regardless if it is an emergency or not.

    1. Rotted, fire damaged, or insect damaged steps, flooring, or structural supports 2. Fire hazard in a chimney that is in use 3. Unsafe wiring 4. Unsafe ceiling or roof 5. No potable water supply 6. No operable heating equipment during November through March 7. No operable sanitary facilities 8. Severe rat infestation where the place of habitation is not impervious to pests 9. No operable smoke detector or alarm

  • How to Submit a Work Order Request

    Because we put such a high priority on keeping the property in good condition for the enjoyment of the tenant, we make it easy to request maintenance. Because the phone is such a hard way for us to take a work order 24/7, we’ve set up an easier way online via your Tenant Web Access (TWA). All maintenance requests must be in writing as per your lease, except in emergency situations.

  • Resident’s Maintenance Responsibilities

    Renting a house is not like renting an apartment. PGMG does not have a maintenance handyman living in your neighborhood to run to the property and fix things immediately. There are some items that you can take care of yourself such as clogged garbage disposals, GFI switches that need to be reset and minor items as explained in your lease and the “How We Handle Maintenance” Email.

    Single-family homes and condos are different from apartments. In an apartment community there is usually a full-time maintenance man on site that can attend to repairs immediately. This is not the case when you rent a single family home or condo. Keep this in mind:

    • Minor repairs, cosmetic repairs, and items that do not substantially affect your lifestyle may not be fixed (i.e. chipped paint, missing screens, doorbells that do not work, etc.).

    • Damages caused by abuse or misuse will be charged back to you. We will rely on the servicing contractor to tell us if you caused the problem.

    • If plumbing is clogged due to items you or your children dropped in the toilet, it will be charged back to you. This is not considered equipment failure and you should do everything you can to handle these issues by yourself. Unless the contractor can prove it was not caused by you (i.e. roots in system). Clogged plumbing will be your responsibility.

    The property owner’s responsibility for plumbing problems runs between the house and the street only. The city is responsible for water lines in the street.

    Residents are responsible for dislodging things that have been flushed down the toilets or sinks. It shall be the responsibility of the resident to make sure there is no item blocking the plumbing. After the resident has made an effort to solve the problem, PGMG will take on the challenge.

    If PGMG’s preferred plumber reports that the problem was caused by the resident, i.e., brushes, toys, personal property in the system. excessive toilet paper, the expense of the plumber’s visit and repair will be incurred by the resident. PGMG or the property owner will pay for plumbing problems resulting from roots in the system, pipes that have collapsed and other natural (non-resident) causes.

    • Monitoring of security systems is not handled by the manager or owner. You will need to make your own arrangements to set up service in your name if equipment is already installed in the property

    • Installing a security system in a property that does not already have equipment installed, will need to be approved by the manager and Resident is required to submit the request in writing for approval.

    • We will make every effort to deliver the property to you free of pests. It is your responsibility thereafter to keep it that way. We recommend you use a licensed professional. It is your responsibility to deal with squirrels, insects, chipmunks, wasps and bees, ant beds, roaches, mice, etc.

    • The owner will handle termites. Let us know if you see any.

    • Lawn care is your responsibility. You must do regular mowing, watering, trimming and edging, weeding, raking and other regular lawn care maintenance as directed in your lease. 

    • Change HVAC air filters at least quarterly when you receive them in the mail. This is part of your Resident Benefit Package where air filters are delivered to your door every 3 months. The system will run more efficiently, you will save money, and have less dust in your home. 

    Contractors are just like us – they have families and personal lives. They want to be home at night and weekends with their families. If you insist on meeting a contractor/repairman at your property after hours (weekdays after 5pm, Saturday or Sunday) you pay their after hours premium (usually $150) for “non-business hours service.” Think of it as a “co-pay” for the convenience of getting “non business hours service.” The exception of course is emergencies.

  • Maintenance Tips

    Renting a home requires that you pay attention to some small maintenance issues such as changing your filters, clogged toilets, resetting your garbage disposal just to name a few. Taking care of these things can save you time and money. Please visit the link below BEFORE you submit a maintenance request online: https://www.pgmanagementgroup.com/tenant-maintenance-tips

  • General | Heating and Cooling Systems

    Heating/Cooling Systems: Change the filters every three months or less if needed. This will ensure the most efficient, economical operation of your system. Clogged filters can inhibit the operation of the system and eventually cause costly repairs or replacements. If a vendor finds a dirty filter, you will be responsible for the service fee. 

    Cooling/Heat Pumps: A desired temperature with heat pumps should be between 68-70 degrees Fahrenheit in the Winter. The desired temperature for AC pumps should be between 72-76 degrees Fahrenheit in the Summer. Do not adjust the thermostat too often on a heat pump as it is not an air system. The air from the registers will feel slightly warm, not hot as with a gas furnace. The heating portion of the heat pump is equipped with auxiliary heat strips to provide heat when the outside temperatures are excessively cold. The heat strips can generally be “turned off” by lowering the temperature setting on your thermostat.

    Gas Furnace: If the pilot light on your gas furnace goes out, check with your gas company to make sure your gas service has not been interrupted. We also expect you to familiarize yourself with the heating system and try to relight the pilot light if the need arises. Lighting of pilot lights on furnaces, water heaters, and fireplaces is a resident responsibility. 

  • Summer: HVAC (Air Conditioning)

    Summer: HVAC (Air Conditioning)
    If your A/C stops working, especially after a quick power outage or storm, then it could well be the breaker switch, not the A/C. 

    Please check the breaker first. See "Reset Circuit Breakers" below. 

    Storms that cause a power outage or a power surge, can kick the AC off. If this happens, please review the following steps before submitting your maintenance request online:

    A. Turn OFF the thermostat.

    Setting your thermostat to off will allow it to stop “asking” the AC for cooling until you are able to reset both the internal and external breakers. Some thermostats are battery operated, and the problem could be solved by a quick change in batteries. See which thermostat you have and work from there. If you don’t have a battery operated thermostat, follow the next steps of instruction.

    B. Reset the breaker.

    Most likely, a power surge from the storm overloaded your air conditioning’s circuit, causing the circuit breaker to “trip.” In this case, it needs to be reset. Typically located in your garage, laundry room, basement, or exterior part of your home, find the circuit breaker box and locate the “air conditioning/HVAC label”. If you can’t find the label, look for the switch that is standing in a neutral position, meaning it’s neither “on” nor “off”. Turn the switch to the “off” position (right), and simply flip it back over to the “on” position (left).

    C. Wait 30 minutes.

    Your AC needs some time to reset its internal circuit breaker after a power outage. It may seem like an eternity at the time of the event, but during the 30 minute trial, the internal breaker in your air conditioner is trying to reset. That’s why it’s so important to keep the thermostat in the “off” position during this time, because the internal breaker cannot reset if the thermostat is calling for cooling.

    D. Turn the thermostat to COOL.

    After you’ve waited the allotted time, turn the thermostat back to “cool,” and it should kick your air conditioning back on. Be sure the temperature setting is at least 5 degrees below the room temperature so the thermostat can call for cooling from your AC unit.

    If your unit is not working and you have submitted a maintenance request, please turn off the unit completely. The reason is that the majority of time, the coils have frozen up and when the technician gets there, he won't be able to do anything until the coils thaw out. This means 2 trips for the HVAC tech, and a longer wait for you.

  • Change Your Air Filters

    To improve the air quality of the home, reduce allergy problems and save money, you need to change out the furnace filter at least every other month. Failing to do this will likely increase your utility bills. This is included in your Resident Benefit Package.

    View this video to learn how to change your air filters.


  • Reset Circuit Breakers

    If you have been using an electrical outlet and it stops working, then you may need to reset a "tripped" circuit breaker. This happens many times when you are using appliances that may cause a temporary overload on the system such as a hair dryer or portable heater.

    View this video to learn how to check your circuit breakers 


  • Garbage Disposal Reset , Use, and Care

    This is for food waste only. Service required as a result of foreign objects in the disposal will be billed to the tenant. Heavy or fibrous food waste, such as cornhusks, cobs, seeds, onion skins, egg shells, rice, bones, and pasta should not be placed in the disposal. To clean a disposal, you may feed a full tray of ice cubes through it while running cold water, or use a disposal cleaner which you may find at the grocery store. To prevent stoppages, remember to run water during use and for at least twenty seconds after you finish. Make sure the rubber splash guard is not damaged or missing. IN the event the disposal shuts off in the middle of operation or will not turn on, make sure the switch is “Off” and attempt to reset the disposal by pressing the orange/red “Reset” button that is typically located on the side or underside of the disposal motor under the sink. If resetting does not solve the problem, please submit a maintenance request. Please do not put your fingers or hand inside the disposal. Turn the water on and try running the disposal again. Be careful with bottle caps and silverware. These items can seriously damage a disposal; and, as a result, become a costly repair for you.

    Reset the garbage disposal
     If you get nothing when flipping the garbage disposal switch (and you have already checked the circuit breaker), lean down and take a look at the underside of the garbage disposal. Push in that little red button which resets the system. If the disposal was just overworked, or if there was a power surge, this may fix the problem. If this does not fix the problem, do not attempt to fix the garbage disposal yourself since it could be very dangerous. - please submit an Online Maintenance Request so that we can have one of our contractors fix it for you. 

    Garbage Disposal Use and Care: Things to Never Toss Down the Drain
    Tenant will be charged the vendor fee for unblocking a garbage disposal if any of the following are found to have blocked the garbage disposal: bones, banana peels, corn husks, pasta, cornmeal, stringy vegetables, “twister” seals, screws, nails, cigarette butts, flower clippings, toys, coins, grease, shellfish shells, celery, onion skins, potato peels, rice, meat fats, artichokes, bottle caps, rubber bands, string, popcorn kernels, egg shells, coffee grounds, glass, utensils, fruit pits, washcloths, or sponges. If you cannot chew it, do not put it in the garbage disposal.

    View this video: Garbage Disposal Care: https://youtu.be/4Z_M-EZ_dEI

  • Furnace Closet | Water Heater Closet

    Do not place any items inside the closet. This space is designed to hold only the hot water heater and furnace. The potential for a fire hazard is increased if items are stored in this area. You will be billed for removal of items from the area.

  • Energy Savers

    Keeping your blinds/drapes closed will help insulate your windows. Conserve water by promptly reporting running toilets, leaking faucets, faulty showerheads, etc. to you Property Manager. When the shower is in use, no water should be coming out of the tub spout at any time.

  • GFCI Outlets

    GFCI stands for "Ground Fault Circuit Interrupter". These outlets (pictured at right) are typically installed within a short-range from water, but could possibly be installed anywhere in your house. If you have something plugged into one of these outlets, and it stops working, it's possible that you were overloading it with a device such as a hair dryer or a portable heater. In order to make the outlet functional again, simply press the button (white or red) that says "Reset". Try again and you should be okay. If the outlet continues to trip, then you are most likely overloading the outlet with whatever is plugged into it. If it does not work at all, then there may be another problem and you might need to submit an Online Maintenance Request. Please note, in some cases especially in newer homes, a GFCI outlet or reset switch could be located away from, but still controlling, the outlet that stops working such as in a nearby closet in a bathroom.

  • Septic Tank Care

    Please view video regarding Septic Tank Care: https://content.ces.ncsu.edu/septic-systems-and-their-maintenance

  • Clogged Toilets

    Please use a plunger to unclog toilets. Do NOT flush paper towels, cotton balls, cotton swabs, tampons, sanitary napkins, condom, diapers, baby wipes, or any foreign objects down drains. There will be a charge for removal of foreign objects, as well as any resulting damage. In the event that you report a clogged toilet and request maintenance, a plumber will be contacted. Should the plumber unclog the toilet simply by plunging, you will be responsible for the service fee. YOU WILL BE CHARGED IF TOILET IS CLOGGED FROM TENANT MISUSE.

    If our plumber determines that a clogged toilet was caused by the resident, then very possibly the resident will have to pay the plumber's bill. If you think you've caused the problem and want to avoid this situation, you can try to unclog the toilet yourself using these simple and helpful hints.

    Please view video regarding Unclogging a Toilet



    • If the toilet bowl is full, put on gloves and use something to bail out the water into a bucket until the bowl is only half full. 

    • If the bowl is empty, add water to fill the bowl to halfway mark. 

    • With the plunger completely underwater, fit the plunger completely over the bowl drain. 

    • Press and pull the plunger rapidly up and down 15-20 times. 

    • If water drains out of the bowl, add more water and repeat. 

    • If water seems to be draining, try flushing the toilet. 

    • If the toilet is not clogged but won’t flush, open the lid of the back of the toilet to make sure the flusher is still connected to the water drainer in the toilet tank. 

    If the toilet is constantly running, it is likely also due to the chain being disconnected. 


    Each sink or toilet should have one or two individual shut-offs at the wall to supply water. You can turn these off in the event of an overflow. 

    Turn the valve clockwise until it stops turning. 

    Each toilet and sink will have its own shut-off valve. 

  • Electrical Outage in a Specific Area of the Home

    With any electrical outage with appliances or specific areas of the house, please check the breaker first. Flip the breaker all the way off and then back on to see if the problem is corrected. A slight movement of the breaker can interrupt the service to the location. If you have screws in fuses, you should replace the fuse. We expect you to check the breakers and fuses prior to notifying management of any outages.

    If you experience a loss of power, please contact your utility company’s emergency number.

  • Locks

    Be sure you have received a key to each of our locks, including mailboxes. If you have not, please contact your Property Manager. You are NOT allowed to change or replace locks at any time unless approved by Management. If you are locked out of your property during business hours, you may retrieve a copy of your key from your Property Manager. If it is after hours, you will need to contact a locksmith and provide a new key for our records.

  • Glass | Screens

    Please report any broken glass or damaged screens during the first three days of occupancy. Thereafter, the repair to glass or screens becomes the resident’s responsibility. Typically, cracked glass is not replaced unless the crack is such that it may cause the glass to fall out of the frame or otherwise injure the resident. Cracked panes should be noted on your Move IN Inspection form to relinquish you from any responsibility.

  • Dishwashers

    If your dishwasher fails to come on, first check the door latch to ensure it is engages properly. If the appliance is securely locked and will still not turn on, check for a power switch that will be located above the counter top in the vicinity of the dishwasher. This switch will resemble a light switch. If the switch is flipped in the off position, the dishwasher will not run. If the switch is flipped on and the problem persists, please check the breaker to the dishwasher. If there is still no power to the appliance, you may submit a maintenance request. Please be sure to use only approved automatic dishwasher detergent in the machine. Excessive amounts of suds will occur if other detergents are used, resulting in leakage and possible damage to the property. If the dishwasher leaks during the cycle around the floor or from underneath, notify your Management. If it will not drain, make sure it has completed the full cycle before the door is opened. A small amount of water in the bottom on occasion is not unusual. If you notice dried food or “sandy’ looking particles on the dishes, make sure your disposal is completely empty before running the dishwasher. The dishwasher and disposal use the same drain line and food left in the disposal may back up in the dishwasher and may cause the dishwasher drain line to clog. Use only dishwasher detergent in the appliance, ever use hand soap or dish soap as this will cause the dishwasher to operate improperly and overflow. Do not put anything in the Jet Dry dispenser that is not a Jet Dry product, as this will cause the appliance to malfunction.

  • Ice Makers (If Applicable)

    The lever on the ice maker determines if it produces ice or not. If the lever is pulled all the way up, it will not produce ice. Please keep plastic bags away from the ice maker.

  • Microwaves (If Applicable)

    Be careful not to allow any sharp instrument to break the microwave door. Keep the appliance completely clean at all times. Do not use aluminum or Styrofoam in the microwave. Please do not use steel wool to clean microwave doors

  • Drains

    After the first three days of occupancy, clogged drains are the responsibility of the resident. It is advisable to check all drains, including the washing machine, for proper operation during the first three days and report any problems to your Property Manager. Thereafter, we recommend you use Liquid Plumber, Industrial Strength for clogs. We will be glad to recommend reasonably priced plumbers if you so desire. Do NOT use powder Drain-O or lye, as this will corrode the pipes. Any damage done to the pipes from improper clearing or attempts to clear stoppage will be the responsibility of the resident. The resident is not responsible for stoppage due to defects in the pipes, such as corrosion from age, or natural stoppage, such as tree roots. We advise against the use of “in tank” bowl cleaning products as they can damage rubber washers, gaskets and clog jets.

  • How to Reset a Garage Door Remote Control

    Please review this link to learn how to reset a garage door remote control.


  • Winter: Preventing Frozen/Burst Pipes

    When the temperature drops below freezing, there is a very real possibility of your water pipes freezing in your house which could cause your pipes to burst and ruin your house with water when they thaw.

  • Maintenance Priorities

    Everything isn't an emergency. We have established five categories of maintenance priorities and a target response time for each of them. Your requests will be handled in the order that they are submitted with the following response times as guidelines. Target dates will require our preferred vendors to reach you and for you to be available to allow access to the vendor at the property.

    Category 1: Emergency Maintenance

    Emergency defined: Anything relating to the property under the lease that is threatening to life, health, or the property. Fire (please call 911), flood, sewage back-ups, gas odors (please call gas company), broken water pipes, tree falling on house. Target: 5 to 8 hours

    Note: during peak seasonal months, target response times for heat and air may be subject to delays due to contractor overload.

    The Following are NOT Emergencies

    Refrigerator out, locking yourself out of the house, power or gas off, a/c out and the property has two (2) a/c units, oven not working, water heater out. These issues may be inconvenient, uncomfortable, and aggravating, but they are not emergencies. PGMG is not liable for loss of food caused by appliance break down or for damaged belongings due to water leaks. Please make sure that you have adequate renter’s insurance to cover unforeseen personal losses.

    Category II: Urgent Maintenance

    Broken windows, plumbing repairs (Not clogged toilets. See notes below), loose railings, wobbly decks, electrical problems. Target: 2-4 business day service

    Note: during peak seasonal months, target response times for heat and air may be subject to delays due to contractor overload.

    Category III: Normal Maintenance

    Appliance repair, garage repairs, leaky faucets. Target: 4-8 business day service

    Category IV: Non-Essential Maintenance

    Fence repair, gutter cleaning. Target: 30 day service

    Category V: Not a Habitability Issue

    Screens; broken lattice; power washing; broken window shade; broken tree limb; missing door stopper; missing door knob; all light bulbs including stove, chandelier, and refrigerator; and fireplace gas keys. Target: Point these items out during the next property visit or bring up at lease renewal time. These items may not be approved for repair by the owner.

    Tenant Damages

    Damages caused by abuse or misuse will be charged back to you. We will rely on the servicing contractor to tell us what caused the problem.

    If plumbing is clogged due to items dropped in the toilet (toys, brushes, diapers, napkins, any personal items), clogged or misused garbage disposal, the cost of the plumber will be your responsibility (minimum $150). This is not considered equipment failure and you should do everything you can to handle these issues by yourself. Buy a plunger. Unless the contractor can prove it was not caused by you (i.e. roots in the system, pipe collapsed, septic tank backup), we assume it was caused by people, not by a defect of the property. Clogged plumbing is your responsibility. 

  • After Hours Maintenance Charges

    If you schedule with the contractor after normal business hours, you will need to pay any after hours premium charges. Our contractors work normal business hours and are only available after hours for true emergencies (and for additional compensation). They have families just like you and don’t want to be working evenings, weekends and holidays.

  • Scheduled Maintenance Visits

    It is possible that the homeowner has selected from our list of proactive maintenance procedures that may be done without your prompting. We will let you know when contractors will be coming to the property to address issues like gutter cleaning, HVAC servicing, pressure washing, termite inspections, etc.

  • Maintenance Charge-Backs

    If the contractor we send to the property tells us the maintenance is due to your negligence, such as crayons in your garbage disposal, toys flushed down a toilet, GFI switch not reset just to name a few, PGMG will notify you in writing and add the charge to your payment ledger. Failure to pay the bill will result in an outstanding balance on your account. This will need to be paid with your next rental payment


Critical Issues in the Lease

  • Right of Access

    Our policy is to respect your right of privacy at all times, and will attempt to contact you prior to visiting the property. However, we must be able to get into the property to do our property visits and address needed repairs. The lease gives us that right between 9 a.m. and 6 p.m. daily, except in case of emergency. The lease allows a PGMG staff person (or one of our approved contractors) to enter the property with our key for emergencies (and to do maintenance). Usually, we or our approved contractor will schedule with you so you can be home during this time, however, this is not a requirement. We will reach out to you by email, text, or phone call, in advance unless we are dealing with an emergency. We respect your privacy and understand your need to control what happens in the home in which you are living. Courtesy will always drive us, so don’t worry about “someone just stopping in unannounced” unless water is flowing out the front door or some other disaster is threatening.

  • Move In Walk Thru

    The move-in walk-thru is designed to document the condition of the property prior to your taking possession, so that you are not held responsible for pre-existing damages. This will be the benchmark we will use when you vacate the property to establish charges for damages. PGMG will have documentation of the property prior to your move in dat. You also have the opportunity to document the condition of the property using our MyWalkThru App. This will need to be completed within 3 calendar days of your lease start date. PGMG will send you an email/text with instructions and this information is included in your “Next Steps” Email that you received prior to your move in date. If you do not complete the MyWalkThru, we cannot add to the list so don’t send us additional lists after you take possession. See your lease for more details.

  • Lease Renewals

    Your lease usually does NOT automatically renew. We will send you notification of your lease expiration date, usually around 30-60 days prior to the anniversary date. . If neither party notifies the other in writing 30-60 days prior to the Anniversary Date, it shall be presumed that the Resident is vacating the Property at the Anniversary Date, unless Manager grants a Month-to-Month extension in writing as defined within the lease, or parties execute a new lease.

    Notices to Vacate must be in writing and sent by certified mail, or you can Email Property Manager online in your Tenant Web Access (TWA). Please be sure you receive a response from your management team confirming receipt of your notice.

    Please make sure you review your lease for specific information.

  • Month-to-Month Extension

    Should Manager grant a month-to-month extension of the Lease, Resident agrees to pay a monthly administrative fee of $75 plus rent of 115% of the then Current Rent. If Lease is Month-To-Month parties agree to give each other a 45 day notice to vacate.

  • Lease Renewal Fee

    When your lease renews, there is a $50 renewal fee due. If you negotiate a short term renewal (less than 12 months), the renewal fee is $100. Review your lease for details.

  • Subletting

    Subletting is when you “move another person in” to share the rent (without adding them to the lease), or “move out and let someone else pick up the rent.” There is no subletting allowed without manager written approval. Fines for violations are stiff. We need to approve all adult residents living in the property. If one of you needs to move out, coordinate it with your manager directly, don’t sublet to another. We do have a procedure to “add a resident to the lease.” Contact your management team on how this can be accomplished.

  • Early Termination

    If you need to vacate the property before the anniversary date, there is a stipulation in the lease that outlines how that is done and what the costs are. Good communication with your manager is critical if you have to move out early so make “good communication” the priority. If you just skip, you’ll be creating a lot of extra costs that can be avoided if you do a coordinated early termination.

    Provided resident is not in default hereunder at the time of giving notice, has strictly complied with all of the provisions of this agreement, is current with all fees due Management, and termination is as of the last day of a calendar month, Resident may terminate this Lease before the expiration date by:

    1. Giving Management sixty (60) days written notice on the last day of the month; plus 

    2. Paying all monies due through date of termination; plus 

    3. Paying an amount equal to two month’s rent; plus 

    4. Return the Premises in clean and ready to rent condition; plus 

    5. Paying a $1,000 administration fee as liquidated damages as the parties agree, the precise amount of advertising costs, length of vacancy and other factors are impossible to ascertain at the outset and that the sum set forth in this paragraph is reasonable compensation for breach by the Resident under this paragraph. The foregoing shall not relieve Resident of his/her responsibilities and obligations regarding any damages to Premises. No proration will be given for percentage of lease term completed by Resident 

  • Lawn Care

    One of the differences you have when renting a house (as compared to a townhome or apartment) is you are responsible for lawn care unless the HOA does it. Unless there are special arrangements to the contrary, your lease says “it is your responsibility to maintain the lawn, pine islands, weeds, trimming, etc.” Your failure to do so can create serious problems for the HOA and homeowner. This will generate complaints from the neighbors and if there is an HOA, there could be fines accessed. Not everyone has a green thumb, so it may benefit you to hire a lawn care company. Whatever it takes, it is your responsibility to keep the lawn looking good.

  • Termites

    The owner is responsible for managing termites. Since you are our eyes on the property, please let us know if you see any termite activity. They usually swarm in the spring and if you’re looking, you can’t miss them.

  • Pest Control

    You are responsible for other pests in the home. We strongly recommend you use a licensed pest control company to manage pests rather than doing it yourself. If you need assistance connecting with a pest control company, we can refer you to the one we use. They know our houses and will be more reasonably priced than outside companies. You can review the pest policy in your lease.

  • Contact With the Owner

    PGMG is your management company and will be your only contact during your tenancy. If someone calls or shows up at your door claiming to be the owner (or agent representing the owner or lender), you should be suspicious and not invite them into the home. Don't assume they are who they say they are. Protect yourself at all times from people who claim to have some authority over the property. The hard and fast rule you should follow is… if anyone contacts you about the property, always refer them to PGMG and we will handle them. You will be notified by PGMG via email/text/phone should someone need to come to the property.


Housekeeping Documents

  • Pets (Authorized and Unauthorized)

    Many owners will allow pets and some will not. You can have pets with written permission and a non-refundable pet deposit, and monthly pet fee. If you bring in an unauthorized pet, no matter whom the pet belongs to, no matter how long they have been there, we assume you had it the day you moved in and you will pay penalties and extra rent. Review the pet addendum you signed before taking possession of the property for rules. Especially as you prepare to vacate the property. Pet Addendum was sent along with your lease if you have pets.

  • Smoke Detectors

    We will count smoke detectors at your move in to make sure there is one on every level of the home and one in each bedroom. You are responsible for keeping good batteries and replacing batteries as needed in all smoke detectors. Let us know if they don’t work.

  • Renter's Insurance

    The home is covered by the homeowner under a landlord policy, but your personal property is not included. We strongly encourage you to maintain renters insurance while you are in the property. Get a quote from your insurance carrier. Renters insurance will also cover things like all of the lost contents of a freezer or refrigerator when the power goes out, or the damage caused by a burst water heater. We are not responsible for such things, so you need good insurance coverage for your personal belongings while you’re renting. You are covered up to $100,000 Limit of Liability for Resident’s legal liability for damage to the property for no less than the following causes of loss: fire, smoke, explosion, backup or overflow of sewer, drain or sump, and water damage (“Required Insurance”). You may be enrolled in our Liability Insurance, however, please remember, this is not Renters Insurance.

  • Mold & Mildew

    Every house has mold and it’s been around since the earth began. Most of it causes no health risk, but you always need to watch out for it. If you keep the shower tile clean and the refrigerator wiped down, you’ll probably never see any. You may have executed a Mildew addendum before you took possession of the property that teaches you how to deal with mold and mildew. Read it carefully.

  • Roommates

    Unrelated roommates possibly signed a special exhibit before they took possession of the property. It lays out the policy for roommates as it relates to things like rent payments, return of security deposits and other things unique to roommate situations. Review the document carefully to avoid fines. In a nutshell, the roommate that vacates should contact the existing roommates for reimbursement of any security deposits paid. The security deposit will remain in PGMG’s Trust Account until the final roommate vacates. Please reach out to management if you have any questions.

  • Property Visits

    Every six months or so, or more often when there is a need, we (or our preferred vendor) will make an appointment to walk through the property. You can be present if you like or we'll use our key. We are not there to address housekeeping (unless it is causing unsanitary health conditions), but to access property issues and report to the owner regarding any deferred maintenance they need to address. We’ve done thousands of these over the years and understand your concern for privacy. We will send you notification that a property visit is coming up and who you should be hearing from to get that scheduled. If you demand they are done after business hours (or on weekends), you will pay the extra charge of $45 per event. These issues are detailed in the lease.

  • Lead Paint | Flood Disclosures

    State and federal law requires us to provide you disclosures on lead paint and the property’s propensity to flood.



  • Get Them On Before Move In

    You must make sure utilities are on before you take possession of the property. If you fail to make said arrangements, you may be in the property a few days before the utilities are on. We think we can tell you which company to call, but this is a moving target and we often don’t have the right numbers. If you fail to have them on in your name at move in, there will likely be chaos, frustration, arguments, and costs. Our vendor partner can help you, so please ensure you speak with them when they reach out to you.

  • Keep Them On and Bills Current

    Failure to keep utilities on (and bills paid) during your stay may result in a default in your lease. Never turn the heat off during your vacations, especially during cold weather. When utilities are off, there is an increased possibility for burst water pipes, mold, break ins, etc. Keep garage doors closed during cold snaps, as garages often do not have the insulation houses do and pipes freeze easily. Keep utilities on at all times.

  • Keep Them On Through the Move Out Property Visit

    You must keep utilities on through the move out property visit according to your lease agreement. If they are not on for our inspection, your lease calls for a $250 utility restoration fee, $35 admin fee plus service charges and hard costs


Homeowner Association Issues (HOA)

  • HOA Community

    If a HomeOwners Association manages the community, you need to get the rules and regulations and follow them to avoid fines and penalties. Some HOA's are very aggressive about enforcement of their rules, and resisting them will only cause you grief and cost you money. Review the HOA addendum executed at move in to avoid conflicts in your community.

  • Boots on Cars | Towing of Vehicles

    If the HOA can't get you to follow the community rules, they may revert to drastic measures to get your attention like putting a boot on the tire of your car to prevent you from driving or even towing your vehicle. If that happens, contact us for a solution. We don't control what HOA's do and often can't get them to listen to us. Notice what the neighbors do and mirror it to stay out of trouble with your HOA. You can always reach out to the HOA directly for clarification.

  • Parking

    Most communities have rules about where you can and can't park. Follow the rules and you will avoid violations and fines. Make up your own rules, and you'll hear from them. This includes where your guest can park

  • Access to Amenities

    Occasionally there are keys, passes and codes to gain entry to the community amenities. If you have trouble with any of them, let us know and we'll help you secure them. HOAs often try to prevent renters from using the amenities, and there's nothing we can do to change that. Friendliness and cooperation usually help a lot in getting help with these things.

  • Mailbox Keys

    Most of the time we will provide you with a mailbox key if we are provided one from the homeowner. However, most townhouse associations require you to obtain keys from the post office. The going rate is about $40 and subject to change via the post office.

  • Declaration of Covenants, Conditions and Restrictions (“CCRs”)

    CCRs are recorded with the Register of Deeds in the initial phase of development of a townhome or planned community. CCRs govern the use of real estate. In the CCRs you will typically find:

    • A description of the property covered by the CCRs  

    • Language establishing an HOA  

    • Protocol for levying annual and special assessments for common expenses  

    • A description of the common areas and amenities  

    • Easements for the HOA and utility companies across common areas and lots for maintenance of common property, landscaping, drainage areas, and utilities  

    • Restrictions on lot and home size  

    • Architectural restrictions and provisions for the establishment of an Architectural Review Committee Restrictions on use, such as:  

      1. Building setbacks  

      2. Limitations on fences  

      3. Storage of commercial vehicles, trailers, boats, RV  

      4. Pets (e.g., vicious or dangerous animals)  

      5. Keeping of livestock  

      6. Placement of storage sheds or outbuildings  

      7. Placement of signs, flags, or “yard art”  

      8. Restrictions on rental of homes 

    In summary, the CCRs govern what an owner may, may not, or must do with respect to the real estate. Because they impact the use of real property, they must be recorded, and must appear in the “chain of title” to the property in order to be effective and enforceable against a property owner. 

  • Bylaws

    Most HOAs are set up as non-profit corporations. Like any other corporation, an HOA needs bylaws to set forth how the corporation will be run. In the bylaws you typically will find:

    • Description of the various classes of membership and their voting rights (lots owned by a developer are often in a different class, with different voting rights)  

    • Provisions for calling and holding annual and special meetings of the members.  

    • Provisions setting forth the number, terms, and qualifications of directors  Powers and duties of directors  

    • Provisions setting forth the number, terms and qualifications of officers  Powers and duties of officers.  

    • Protocol for calling and holding meetings of the directors  

    • Provisions for the establishment of fiscal policies (budget ratification, establishment of reserve accounts, authority to hire accountants and attorneys)  

    • Indemnification provisions for the directors  

    • Protocol for amending the bylaws  

    • Financial provisions, such as the establishment of reserve accounts for capital projects

  • Rules | Regulations

    The purpose of rules and regulations typically is to interpret, clarify, and assist in the administration of the CCRs. Rules/regs cannot place additional restrictions on the use of real estate that do not already appear in the CCRs; in other words, rules/regs cannot be any more restrictive than the CCRs. Sample rules/regs include:  

    • Regulations on Use of Common Areas  

    • Architectural Guidelines  

    • Landscaping Guidelines  

    • Exterior Maintenance Guidelines  

    • Parking Regulations  

    • Pet Policies 

    If you are leasing a property in a HOA, you as a tenant, are required to abide by the Covenants, Restrictions, Rules, and Regulations as set by the HOA. If you are are in a subdivision with CCR’s, you will find a copy in your Tenant Web Access (TWA) under the Notes Section.


Foreclosure Issues

  • What to do if you receive a Foreclosure Notice

    Most homes have mortgages on them and take a priority position over your lease. Occasionally an owner will fall behind in mortgage payments and a foreclosure threatens your rights in the property.

    If you receive any notices about a pending foreclosure, forward a copy to our office immediately so we can check it out with the owner. Most foreclosures are called off by the lender in the final days, so don't panic. You may have several options including staying in the property until the end of your lease.

  • Renter's Rights in Foreclosure

    In May of 2009, congress passed into law the "Renters Rights in Foreclosure Act" guaranteeing renters the right to remain in a foreclosed property until the anniversary date of their lease. If a foreclosure takes place, you'll be paying rent to the lender, but you won't have to move under the new law. Contact your property manager for more information.


Move Out Process

  • Move Out Final Walk Thru

    The landlord is responsible for documenting damages to the property when you move out that will be the basis for charges against your security deposit. This final walk-thru needs to be done within a couple of days of your vacating the property, so communicate with your manager as to when you intend to be out. We can’t do a move out final walk-thru until you’re completely out, and we do not allow residents to be present during the final walk thru. We often do five or six move outs a day, so we’re never really sure when we will be there. In order to complete the Final Accounting process, we will need your forwarding address

  • Move Out Instructions

    Please use the following as a guide for cleaning your rental unit when you vacate.

    At move-out you are not charged for normal wear and tear; however Manager does not consider dirt in any form within the scope of normal wear and tear.

    A. All rooms

    • Remove from walls any nails, tacks, anchors, and window covering hangers that you installed. • Clean baseboards and corners, being careful to remove all dust and cobwebs.

    • Clean floors and vacuum carpet.

    • Wash off shelves in closets and remove all hangers and shelf lining.

    • Clean light fixture coverings, around light switches and door frames.

    • Clean out the fireplace (if applicable).

    B. Kitchen

    • Clean oven, oven walls and grills, broiler pan, and storage space.

    • Clean vent-a-hood (run through dishwasher if available).

    • Wipe kitchen cabinets and clean inside, outside, and on top. Remove all liners. Handle drawers in the same manner.

    • Clean refrigerator including crisper, walls, containers. Defrost freezer, removing all water. Unplug and leave the door open. Clean behind, on top and underneath, where possible.

    • Clean sink and countertop.

    • Clean floor.

    • Clean light fixture coverings.

    • Remove all cleaning solution residue.

    C. Bathroom

    • Clean all light fixtures and coverings.

    • Clean medicine cabinet and mirrors (should be free from streaks).

    • Sweep, mop, and clean all vinyl and tile flooring.

    • Thoroughly clean toilet, sink, cabinet, and tub or shower. Remove all cleaning residues.

    • Clean all wall/floor/tub/shower tile, grout and caulk with an appropriate cleaning solution.

    • All soap, dishes, handles, racks, faucets and walls should be free of dirt and stains.

    D. Exterior, basements, out-buildings and yard (if you are responsible for yard maintenance in your lease)

    • Cut, rake, and remove trash and leaves from the yard .

    • Sweep off all porches and decks.

    • Sweep out the basement, carport, garage and any out buildings, leaving only those items which came with the property.

    • Place all trash, garbage and debris where the garbage company instructs for pickup, or remove from property. If you leave items which the garbage company will not accept, have them hauled off at your expense.

    E. Return keys, access cards and remotes.

    In order to return possession of the unit to the Manager, all keys, access cards and remotes must be returned to a Manager representative. Do not leave the keys, access cards, and remotes in your unit. If you do not hand the keys to a Manager representative, you will continue to incur charges prorated by the day according to your Lease.

  • Why is there a Lockbox on my door?

    The lease gives us the right to market the property during the last 60 days of your stay. We may install a lockbox and put a sign in the yard. Courtesy will always drive our showing and calls will always be attempted prior to our showing prospective tenants. If you resist this and try to prevent showings as described in the lease, you will forfeit your security deposit so cooperate with us and we’ll make the transition smooth.

  • What happens if I limit showings?

    During the final days of your occupancy it is important that you continue to comply with your lease agreement, especially as it relates to making the property available to be previewed by prospective buyers or tenants. If you attempt to limit or restrict access between 9 a.m. and 6 p.m. daily for showing, you’ll be in default of your lease and will forfeit your security deposit.

  • How do I get my deposit back?

    Our greatest desire is to give you all your security deposit back. You can control this by taking great care of the home during your residency and making sure that it is clean and free of debris for your move out inspection. During the move out inspection we will take your move in inspection and compare it to the current condition of the home. We will have to charge for the items not identified at move in.

  • What are maintenance charges to me if all items are not satisfactory at move-out?

    We pay maintenance contractors and cleaning companies to do the work. They charge us standard retail rates for quality work. You will pay the cost to repair or replace the item(s) back to the original condition. Save yourself money and return the house to its original condition when you move out. Don’t forget to turn in keys, garage remotes, pool passes, gate passes and mailbox keys.

  • Once you have determined the charges for repairs, can I get back in and do it myself?

    No. Once we have completed the move-out property visit and walk thru, you will not be allowed to return to the property. Complete all cleaning and the move out checklist prior to the move out final walk-thru.

  • Where will the security deposit check be mailed?

    The deposit will be mailed to the address that you give us in writing. If no address is given in writing, we will mail it to your last known address and will need to rely on the postal system to forward it to you. If there are roommates, all names must appear on the check.

  • What happens if I accidentally take the garage door remotes?

    If the remotes are missing at move-out, we will charge you for them. Because garage door remotes are expensive and some brands are hard to find, we will give you 5 days to return the remotes to our office. If we receive them within 5 days, we will take the charge off the move-out and final accounting.

  • Do I have to be present during the move-out final walk-thru?

    No. We do not allow residents to be present during the final walk-thru. We will mail a copy of the move out final accounting to you within 30-60 days of your lease end date or vacate date, after possession has been turned over to us. If you have any questions at that time, you can request a final accounting review. We follow all NC Landlord Tenant Law Requirements.

  • What if I do not have the time to do house cleaning, carpet cleaning, flea treatment, landscaping or other repairs?

    We have reliable people who can do these things for you. We are happy to help. However, if you don’t handle this we will deduct the cost of the invoices from your security deposit. Carpet and flea treatment receipts must be provided at time of move out inspection.

  • How is the security deposit disbursed if there are roommates?

    We will disburse the funds in one check to all Residents on the lease.

  • What are my responsibilities if I had a pet?

    PGMG’s pet addendum calls for some specific items that you must do at move-out if you had a pet: 

    1. Have the carpets professionally cleaned and deodorized. Have a receipt ready for Crown when you do your move-out inspection or funds will be withheld to have the carpets cleaned and deodorized.

    2. Have the carpets professionally treated by a pest control company for flea removal. Even if you believe your pet did not have fleas, this is required as part of your pet addendum. Have the receipt ready for PGMG at time of move-out or PGMG will charge for this item. 

    3. Remove all evidence of the pet. Watch for food dishes, pet hair, leashes, pet waste, holes in the yard, and repair any damage caused by the pet. Owners are particularly sensitive to pet damage, so we will be too.

    4. Get rid of all pet related odors. 

  • How do I handle utilities?

    You are responsible for your utilities through the last day of your lease and final walk-thru has been completed. Do not cancel your utilities as the property owner will transfer them back into their name. Contact your utility companies and alert them of your moving date. Notify PGMG in writing concerning your last day of occupancy so we can remind the property owners to make arrangements to keep them on. Your lease calls for a $250 admin fee if utilities are off during the move out inspection so it’s better to leave them on until the final walk thru is done.

    Utilities must NOT be turned off prior to the lease end day and final walk thru has been completed! If utilities are off before the Move-Out Final Walk Thru is completed, you will be charged $250.00 to get them turned back on.

  • What happens if my deposit is insufficient to pay all I owe?

    You must make arrangements to settle up your account within 30 days of your final accounting. Every effort will be made to give you time to pay what you owe. Unsettled accounts will be reported to the Credit Bureau and turned over to collection agencies for processing.

  • What happens if I am not out the date I expected to be out?

    You’re still under the lease and rent is due. Keep utilities on until the move out final walk thru to keep from paying any fines. If you do not give us clear instructions “I am out, you have the property” we will be slow to enter the property and remove your personal items as per NC Landlord Tenant Law. If you do not notify PGMG of your change in move-out date, you will incur a $75.00 Trip charge. Be sure to keep us informed so we know when you are completely out and can take over the property. Your rent stops when you turn in your keys, remotes, fobs, etc, so let us know when you are out.

  • General Cleaning and Damage/Replacement Charges

    • $100-600+ Carpet Cleaning | depending on the size of the property

    • $85+ Clean Oven or Stove 

    • $65+ Vent Hood

    • $50+ Replace Stove/Range Drip Pans

    • $65+ Clean Refrigerator

    • $20+ Clean Freezer

    • $25+ Clean Counters/Cabinets (each)

    • $30+ Clean Toilet (each)

    • $15+ Clean Drawers/Sinks (each)

    • $75+ Clean Bathtub/Shower 

    • $30+ Clean Dishwasher

    • $15+ Clean Mirror (each)

    • $30+ Replace broken or damaged standard mini blinds

    • $30+ Clean Windows (each)

    • $75-$150+ Replace Broken or Damaged Vertical Blinds

    • $50+ Clean Floors

    • $30+ Clean Ceiling Fans (each)

    • $55+ Clean patio

    • $45+ Clean Sliding Glass Door

    • $65+ Clean Garage

    • $100+ Removal of Furniture

    • $250+ Rekeying Property when no keys are returned

    • $100+ Trash Removal from Interior of Property

    • $100+ Trash Removal from Exterior of Property

    • $40+ Clean Window and Sliding Glass Door Tracks (each)

    • $30+ Replace Broken or Missing Tub Stopper/Drain Covers (each)

    • $20+ Replace Broken or Missing Blind Wand (each)

    • $10+ Replace Burned Out or Missing Lightbulbs (each)

    • $100+ Replace Broken or Missing Light Fixtures (each)

    • $45+ Repair or Replace Damaged or Missing Window Screens (each)

    • $200+ Replace Interior Door

    • $40+ Replace Broken or Missing Light Fixture Globes (each)

    • $40+ Toilet Seat (each)

    • $10+ Replace Broken or Missing Switch/Electrical Plates (each)

    • $45+ Reinstall Doors on Tracks (each)

    The above list is to show expectations. However, we do charge the actual costs supplied to us by our vendors.

    COST AND LABOR WILL BE CHARGED FOR: Counter Repair, Carpet Replacement, Vinyl Replacement, Drywall Repair, Painting, Mow and Trim Lawn, Trim Bushes



  • Lockouts

    We all lock ourselves out of our homes from time to time. Don’t worry. We have well trained locksmiths that we can refer you to, to meet you at the property and get you in. The cost is yours, but they'll get you a set of backup keys to hide so it won't happen again. If you change the locks, you have promised in the lease to get us a copy.

  • Home Warranties

    Some owners have purchased a home maintenance warranty on the property. Although they generally respond in a timely manner, they need your full cooperation to get their contractors into the property to make the necessary repairs. Since we don't control these folks, there's not much we can do to light a fire under them. As our relationship grows, you’ll become accustomed to the quick, efficient service you receive from PGMG contractors handling your maintenance requests. Please be aware that your experience with home warranty contractors may not be the same. You’ll be contacted by the home warranty company for covered repairs and will make your own scheduling arrangements directly with them. You may be asked to pay the contractor their service fees at the time of service, which ranges anywhere from $40 to $125 per contractor. You’ll then submit your receipt from the home warranty contractor and be reimbursed by PGMG for these fees.

  • Break Ins

    If a break-in has occurred, please report it to the Police immediately. You will need to obtain a copy of the police report and notify your Property Manager so that appropriate repairs may be made. Please provide the police report number when you contact us and send us a copy of the report of our records. Without a police report, damage charges will be the responsibility of the tenant


Buying A Home

  • The Home You're Renting

    PGMG will be happy to assist you in purchasing the home you are leasing provided the owner is willing to sell and all parties agree to the terms. A sale of this type could take place at any time during your residency; it would not necessarily have to coincide with the end of your lease term. If you are interested in purchasing the home you’re currently leasing, please contact your property manager.

  • A Home Outside PGMG

    PGMG will also be happy to assist you in purchasing a home that is not a PGMG-managed property. PGMG has several agents we work closely with covering the Charlotte Metro area and surrounding counties, willing to walk you through the purchase process. This can happen when you give your notice to vacate per your lease requirements, or in the event you want to move sooner, you may choose to exercise the Early Termination clause as stated in your lease. Your property manager and agent can advise you ahead of time what the steps are so you can plan accordingly.

  • Lease Purchase

    This is a very effective tool for residents who would like to purchase a home but are not quite ready to obtain a mortgage in the current market. Lease Purchases are typically initiated when the resident/buyer moves into the property and they generally close within 2-4 years. However, if you are currently leasing a PGMG property and wish to consider a Lease Purchase midstream, PGMG can help facilitate that for you provided the owner is willing to sell and all parties are in agreement with the terms


Preventative cleaning tips

  • The Preventative Approach

    Cleaning tips are not included in the maintenance addendum with your rental/lease agreement. Cleaning is easier when you use a “preventative approach.” Here are more tips:

    • Always put away food and wipe up food debris.  

    • Clean pet bowls regularly to avoid attracting ants and other insects.  

    • Do not allow grease to build up in kitchens; use a sponge and soapy water regularly on counter tops, stovetops, and hood filters.  

    • Avoid cooking with very high heat. This will add to more grease build-up and cause damage to appliances. It can also be dangerous.  

    • Avoid mildew by venting rooms and bathrooms properly, particularly after baths and showers.  

    • Clean bathroom tile or other surfaces regularly to prevent the buildup of grime.  

    • Clean toilets regularly to avoid build up of grime, rings, and mildew.  

    • Mop tile, wood, and linoleum to avoid “dust bunnies” and the buildup of grime.  

    • Do not use wax on linoleum or tile or hardwoods.  Do not use “cleaning products” on tile  Vacuum all flooring regularly, particularly carpets. This will save in carpet cleaning bills. 

    • Regularly pick up debris and pet feces in outside areas.