Emergency vs. Non-Emergency Maintenance Requests

If you reside in a home managed by River Rock Realty and have a maintenance issue, please complete a maintenance request form. Requests will be handled in the order that they are submitted and according to the severity of the issue.

Please take note: The maintenance workers are independent contractors. River Rock Realty does not control their schedules.  We may not be present while a maintenance issue is being resolved and all scheduling of repairs is at the contractor’s discretion.

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

The following circumstances ARE emergencies:

  • Fire (please call 911)
  • Flood
  • Sewage back-ups
  • Gas odors (please call gas company)
  • Broken water pipes
  • Tree falling on house
  • Air conditioner not working

Please view utilities for contact information. 

The following circumstances ARE NOT emergencies:

  • Refrigerator not working
  • Being locked out of house
  • Power or gas off
  • Oven not working
  • Water heater not working

These issues may be inconvenient, uncomfortable, and aggravating, but they are not emergencies. River Rock Realty is not liable for loss of food caused by appliance break down or for damaged belongings due to water leaks. Adequate renter’s insurance is necessary to cover unforeseen personal losses.

For after hours or weekend EMERGENCIES: Call 334-328-4566 and leave a message with your name, contact number, address, and the nature of the emergency. A representative will return your call as soon as possible.

Tenant Damages

Damages caused by abuse or misuse will be charged back to the tenant. We will rely on the servicing contractor to tell us what caused the problem. If plumbing gets clogged due to items dropped in the toilet (toys, brushes, diapers, napkins, personal items, or feminine products), the cost of the plumber will be the tenant’s responsibility. This is not considered equipment failure. Unless the contractor can prove it was not caused by the tenant (i.e. roots in system, pipe collapsed, septic tank backup), we assume it was caused by a neglect, not by a defect of the property. Clogged plumbing is the tenant’s responsibility.