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2395 W. Washington St.
West Bend, WI. 53095
Professional property management and carpet cleaning services
Stern Properties, LLC
WHAT IS and ISN’T an EMERGENCY?
Stern Properties, your apartment maintenance and management, is pleased to provide our residents with 24 hour Emergency Service. Our number is listed on our answering machine if we are not at the office at the time you call.
Hopefully, you’ll never need this service, but if you do, you will certainly appreciate having our trained service staff just a phone call away. Before you pick up the phone to call us, though, we want you to know what to expect.
Emergency service is just that: service we provide to you in the event of a true emergency. We have developed a response procedure for emergencies and other situations that arise during non-business hours, and hours that we are away from the office during the day. We believe that if you know what to expect from us, you’ll be better prepared to deal with an unexpected event.
NO HEAT IN YOUR APARTMENT
This is only an emergency in extreme cold weather in winter time, and when the heater is not working due to mechanical malfunction throughout the entire unit (every room). If your gas or electric is shut off for non-payment of your bill, call your electric or gas provider (WE Energies 800-242-9137)
NO ELECTRICITY IN YOUR APARTMENT
Tripped breakers or GFCI outlets (outlets with small reset buttons in their center) are not considered after-hours emergencies. Please familiarize yourself with your breaker panel, and your 100 Amp exterior breaker located underneath most electric meters.
In most instances the breaker panel is inside your unit/garage/basement. The electric meter with the 100 Amp main breaker is either in a basement or attached to the side of the building. You are responsible for being familiar with these areas, along with being responsible for your own light bulbs.
Electrical outage may be considered an emergency ONLY if there is no electricity throughout the entire unit AND:
-You have called WE Energies (800-242-9137) and WE Energies is not at fault
-You have checked all circuit breakers, flipped them (and main breaker) hard to “off” and hard back “on” again
-You have reset any and all GFCI outlet breakers (located in center of square outlets), including outlets behind water softeners and in the garage (usually on wall that has entry door on it. Look behind boxes that you may have piled up blocking any view of a breaker in the garages).
Partial outages do not constitute an emergency. If a wall switch or outlet begins to smoke or smell like it is burning, turn off the switch or unplug items from the outlet and turn off the circuit breaker. Report the problem during business hours at 262-338-8884 or leave a message on our answering machine.
GAS LEAKS OR “SMELL OF GAS”
Please contact WE Energies at 800-242-9137 from a phone NOT located in the apartment. Sparks from phones, even cell phones, can ignite gas. Natural gas has the unmistakable odor of rotten eggs. If you suspect an appliance is leaking has, turn off the appliance and turn off the gas supply to that appliance (you should be able to find the shut-off handle somewhere on the supply line, usually located behind ovens or above and on the side of heating systems and water heaters).
FLOODING OF YOUR APARTMENT
Call immediately if there is a risk of damage to possessions or the property and you cannot contain the leak by using a visible shut off valve. Turn off the water valve to the broken pipe or to the exterior main, if you can locate it, until a contractor arrives. Do everything within your power to contain any leaking or flooding and, if necessary, contact other residents (such as downstairs neighbors) who may be affected by the leak.
Call 911 FIRST!!! Then call us.
CARBON MONOXIDE PRESENCE
If you have gas heat, oven, or water, we have installed a carbon monoxide detector (CO) for you. It is either battery operated, a plug in, or it is a combination smoke and CO detector. Carbon monoxide cannot be smelled. If your carbon monoxide detector sounds, take the following action:
If no one is exhibiting symptoms of CO poisoning, then check the detector. If it is a battery-operated one, take it outside. If it continues to sound, it is defective (or battery is low). The siren will continually sound on most models if there is CO presence. Otherwise, a slow intermittent chirping may occur signaling defective unit or battery.
Otherwise, get all family members outdoors immediately.
Call WE Energies (800-242-9137) and “911” immediately!
It is preferred that you leave all windows and doors closed provided everyone has left the apartment. This will allow a more accurate reading of CO levels to be measured when the Fire Dept. responds. Any open doors or windows may allow CO gases to dissipate before the arrival of the Fire Dept.
TOTAL STOPPAGE (OR BACKING UP) OF THE PLUMBING DRAIN SYSTEM
If your plumbing drain system ceases to work, none of your sinks, tubs, or toilets will function properly. The stoppage of one toilet or drain when other bathrooms are functional is not an emergency (see below).
Whether you received an urgent notice in the mail or you have questions about your lease, this is never considered an emergency, no matter how serious you think it is. You must wait until normal business hours to discuss.
NO HOT WATER IN YOUR UNIT
This may be considered an emergency ONLY if there has been no hot water for an extended period of time: multiple days, not hours.
In the event of no hot water, and it is not during a contractor’s normal business hours or we are out of the office when you call, leave a message at 262-338-8884 and we will service the issue the next time we check messages (within 24 hours, unless it is a weekend). We may be unable to repair the problem in a timely manner as we would like, so be resourceful in the meantime.
CLOGGED OR BACKED UP TOILET
This may be considered an emergency ONLY if there is only one toilet in the unit AND you have made every effort (including plunging), to clear the stoppage yourself. In any case, turn off the valve behind the toilet, shut the lid and clean up any mess-due to health issues. Stern Properties, LLC representatives will generally not begin work until the area is cleaned up and essentially free of bacterial contaminants.
NOISE COMPLAINTS or SECURITY ISSUES
Please contact the Police @ 911. If the problem is not serious enough to involve the Police, you still may wish to make us aware of it. So we can address the issue properly, leave a Voice Message, describing the problem in detail at 262-338-8884. Donot call our emergency line for civil matters.
Failure of the AC system is NOT an emergency. Please report the problem on our voicemail, or to one of us when we are in the office at 262-338-8884.
LOCKED OUT OF UNIT or ASSIGNED PARKING DISPUTES
Locked out of your apartment, or any problem involving your lock and/or key:
If you lock yourself out of your apartment, you will need to call a locksmith. A locksmith we have used in the past is:
"Mobile Locksmith Services" in West Bend
Lock outs are not after hour emergencies, unless the lock mechanism fails mechanically.
If you call a locksmith, THE LOCK MAY NOT BE CHANGED unless absolutely necessary-and it is the Resident’s responsibility to ensure that any new lock is re-keyed to our masters.
Assigned Parking Disputes:
If someone is parked in your numbered space, politely approach them about it, or leave them a polite note explaining that your spot is assigned only to you. Take a picture of the car and license plate. If the matter continues, contact us about the ongoing issue and leave a message at our office.
Appliance failure and refrigerator failure is not considered an emergency. If your fridge interior light is not on and it feels warm inside your fridge, make sure to check GFCI outlets in your kitchen and reset if necessary. If the light is off, the fridge is warm and no GFCI can be found, try using an extension cord to plug the fridge into a different outlet in a different room for the evening. If it still does not work, move your food to a cooler (or place outside in your garage in cold weather) and leave a message at our office at 262-338-8884. Please be aware that overstocking your freezer will stop proper circulation in the freezer and fridge, and will stop the cooling process. Never stock your freezer more than 75% full.
HOW TO CONTACT US
In the case of a true emergency when we are not in the office and after hours, please call the emergency number listed on our answering machine message. You will be directed to an answering service that will interview you to determine the course of action.
For the best response when you call the after-hours emergency service, please provide the operator with:
- Your name
- Apartment number
- Your telephone number
- Description of the problem
Once you have contacted the emergency service, you must remain at your apartment or have a phone handy so the maintenance technician can reach you immediately. At this time, we will make arrangements for meeting you at your apartment to resolve the problem.
MISSED APPOINTMENTS, NEGLECT and UNNECESSARY SERVICE CALLS
The resident is responsible for the payment of any invoice for which a repair was made for damage, etc., caused by their misuse or neglect.
The resident is also responsible for the payment of any service call charged by a contractor or management for:
-Tenant misusing emergency call line by exaggeration of issue or misguiding emergency line personnel. A person who deliberately misuses the emergency line (giving false information about the nature of the emergency or exaggerating service issues) will be billed a minimum $25.00 charge, then an additional $25.00 per each 15 minutes our technician (management) spends on the phone and/or in person, performing action to resolve such issue. An additional after-hours premium may apply.
-Tenant calling a contractor directly without management permission
-A missed appointment.
-For not providing access to the unit when requested.
-For not leaving keyless bolting devices unlocked and/or not following other instructions resulting in the contractor not being able to gain entry to the property.
-In the event that there is a pet that the contractor feels is threatening in any way.
-For other reasons that are under the control of the resident, whether deliberate or not deliberate, that do not allow the contractor to complete the necessary work.
Residents may cancel an appointment by calling our office during regular business hours and leaving a message or speaking with a member of management staff or emailing us 24 hours in advance of the appointment.