Current Resident Frequently Asked Questions (FAQ)

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1. General Information

Where is your office located and what are your office hours?

Our office is located in Riverside on 2720 Park Street, Suite 227. We are open Monday through Friday from 9:00am to 5:00pm.

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Does your office have an after-hours drop box?

Yes, the Whiteway Corner building where our office is located is open Monday through Friday from 8:00am to 6:00pm. If the office is closed when you arrive, you may drop off your rent or any documentation through the mail slot on our front door.

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2. Application and Qualifications

How do I log into my resident portal?

To log into your resident portal, please visit https://thirdstoneproperties.rentvine.com and enter your username and password. If you lost your password you may use the “forgot password” link on Rentvine.

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How do I pay my rent?

We have a very easy-to-use online resident portal that allows for monthly rent payments at the click of a button or automated payments. If you use your bank account to pay rent, there are no processing fees. You may also use a debit or credit card to pay your rent but the system does have a processing fee.

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What if I am going to be late on rent this month?

If you are going to be late on your rent, please email us as soon as possible to info@thirdstoneproperties.com. Communication is key.​

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Is renter's insurance required?

Yes, we do require renter’s insurance for the duration of your tenancy in any of the homes we manage. Protecting your belongings and ensuring your peace of mind is important to us. Renter's insurance typically provides coverage for your personal belongings and liability protection in case of unforeseen events. We highly recommend exploring various insurance options and selecting a policy that suits your needs.

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3. Maintenance and Repairs

What should I do in case of an after-hours emergency?

Rest assured, we prioritize your safety and well-being. To handle after-hours emergencies, we have a dedicated 24/7 answering service that operates 365 days a year, including weekends and holidays. If you encounter a genuine maintenance emergency, simply contact our answering service, and they will promptly connect with one of our on-call team members. You can expect a swift return call to assist you with your issue and provide the necessary support.

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How are maintenance requests addressed?

We strive to ensure a seamless maintenance process for our residents. Should you experience any maintenance concerns during your tenancy, you can conveniently submit a service request via your resident portal on Rentvine. Our diligent maintenance coordinator regularly checks incoming requests throughout the day. They may reach out to you for additional details or promptly dispatch a trusted vendor, providing them with the necessary scheduling information. The vendor will then contact you directly to arrange a suitable appointment, while our maintenance coordinator diligently follows up on the request until it is fully resolved. Rest assured, even in the case of after-hours, weekend, or holiday maintenance emergencies, our 24/7 answering service remains available to promptly assist you year-round.

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Who bears the responsibility for the cost of repairs and maintenance requests?

As long as the maintenance issue is not a result of your actions or that of someone in your household or a guest or a pet, the property owner assumes responsibility for resolving the maintenance matter. We understand that unforeseen issues can arise, and it's our commitment to ensure that your home remains in proper condition.

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What is the cost if I damage something?

If you have damages in the home caused by yourself or someone in your home, we can have a vendor provide a quote for repair. Only approved vendors by us may work on repairs in the home.

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Am I responsible for pest control?

In most homes, the resident assumes responsibility for pest control. However, the owner will always bear the responsibility for addressing any termite or rodent control issues should they occur.

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Am I responsible for lawn care?

If you are moving into a single-family home or a multi-family property with a private yard space, maintaining the lawn becomes your responsibility. However, if you reside in a multi-family property with shared common areas, we take on the responsibility of ensuring their maintenance and upkeep, leaving you free to enjoy your living space.​

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4. Lease and Renewal

Can I make changes to the property?

No, you may not modify the home in any way. If you have any specific concerns or requests regarding the property, please feel free to reach out to our team, and we will do our best to assist you within the established guidelines.

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Who is responsible for the utilities?

Unless stated otherwise, the resident is responsible for all of the utilities.

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Can Thirdstone Properties or the owner come into my home periodically just to check its condition?

The majority of the owners we manage for do not live locally therefore it is rare for an owner to visit the home. There are times where we may need to send a vendor for a periodic inspection if an owner requests it, for insurance purposes or other reasons. If we need to enter for any reason, you will be notified 24 hours in advance.

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I want to renew my lease, what are the next steps?

Approximately 45 days before your lease comes up for renewal, you will receive a renewal offer via email. Please make sure to sign that once you receive it. The next step after that is to schedule your renewal inspection. Once we receive the report back, you will get your lease renewal as long as you are taking care of the home. Please keep in mind that if you constantly pay your rent late, the owner may opt to not renew your lease.

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My lease expiration is coming, and I want to move out. What do I do?

If you are needing to move out, please request a move-out in your online resident portal. You may also send us an email to info@thirdstoneproperties.com stating that you will move out at the end of your lease term. Please make sure to notify us that you are planning to move out at least 30 days prior to your lease end date.

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I want to move out, but my roommate wants to stay. What do I do?

If your roommate, partner or spouse is needing to move out but you want to stay, we can handle this during the lease renewal. We would need you to provide us with your updated proof of income and if you qualify for the home on your own, we will sign a new lease with just your name at renewal time. We cannot remove someone from a lease until renewal time.

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I did not have a pet when I moved in, may I have a pet now?

If you decide to add a pet to your family, please make sure to email us in advance with the pet information you are thinking of getting so that we may get approval from the owner. If approved, we will have you sign a pet addendum and pay an additional pet security deposit. Some owners may opt for monthly pet rent as well.

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5. Move-out and Security Deposit

What if I need a few extra days after my original move-out date?

If you require additional time beyond the last day of your lease to complete your move, please notify us promptly by sending an email. Provide us with the specific number of extra days you need to stay. Please note that you will be charged rent for the additional days per the terms of your lease until you return the keys to our office.

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I need to terminate my lease early. How can I proceed?

Our leases typically include a termination clause. Please refer to the termination clause within your lease. However, if your current lease does not contain a termination clause and find yourself in a situation where you need to move out before the lease term ends due to an unforeseen problem, please reach out to us immediately via email or phone. We will do our best to work with you and find a suitable solution.

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When I move out, what do I need to do to receive my full security deposit back?

Approximately two weeks before your scheduled move-out date, we will provide you with move-out tips via email. These tips are designed to help you prepare for your move and maximize the chances of receiving your full security deposit back. We strive to ensure a smooth move-out process and the return of your security deposit.

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Can I use my deposit as my last month's rent?

No, your security deposit cannot be used as payment for your last month's rent. The security deposit is held in a separate non-interest-bearing bank account, specifically designated for any potential damages or outstanding charges upon move-out. It is separate from your rental payment obligations. As the resident, you are responsible for ensuring that the last month's rent is paid on time, separate from the security deposit.

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6. Additional Inquiries

Have a question that you do not see here?

If you have any questions that are not addressed here, please feel free to reach out to us via email at info@thirdstoneproperties.com or by calling 904-878-1769. Our office is open Monday through Friday from 9:00am to 5:00pm EST. We are here to assist you.

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Thirdstone Properties

2720 Park St, Suite 227

Jacksonville, Florida 32205

info@thirdstoneproperties.com