3109 H St., Eureka, CA 95503 Phone 707.444.3835
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Tenant FAQ

Answers for people applying for a home and for residents already living in one.

Most common questions

How do I apply?

You can apply to our properties on the vacancies page. Once you submit an application and are pre-qualified, you will receive an App Status Report and we will schedule a showing.

Read the full answer

How do I pay rent?

Pay from the resident portal by bank account, with no charge from Rentor for that method, or by card. You can also bring or mail a payment to the office.

Read the full answer

Applicants

Rental listings

Why rent a home with the Rentor Team?
  • We care about serving people well. In fact, many of the members of our Team are current Residents and even active Clients of Rentor!
  • We love Humboldt County and our mission is to improve lives and our community by continuously elevating property management standards.
  • We are a trusted, proven, and professional residential property management company.
  • We treat our customers as we would like to be treated – with courtesy, respect, and professionalism.
  • You do not have to worry about us going anywhere. We have been in business for over 30 years and entrenched in our markets.
  • Your emails and calls will be returned promptly during our normal business hours.
  • We will process your lease application as quickly as possible. The absolute best way to ensure prompt processing of your lease application is to make sure you fully complete the lease application and submit it with all of the required documentation.
  • We understand the importance of personal information security. The personal information you supply to us is solely used to determine if you meet our standard leasing criteria.
  • You will deal directly with us and be able to contact our 24/7 Maintenance Hotline for emergencies rather than having to worry about tracking down a private owner that may not be able 24/7.
  • While some of our policies might be stricter than other lesser quality companies, you will always know what to expect from us and that we work with a high attention to detail.
  • We place high importance on timely response and completion of maintenance requests.
  • Our vendors are required to carry and provide proof of liability insurance and/or workman's compensation insurance. Most of our vendors have worked with us for years and all provide prompt courteous service.
  • We will respect your privacy as a Resident.
  • We thoroughly document the condition of properties in between tenancies and properly complete detailed property condition reports.
  • We appreciate our Residents and do not drastically raise rental rates as seems to be more and more of a common practice these days. We are mindful that it is expensive to move. We contact our Residents in advance of their notice requirement deadline with their lease renewal options including the renewal rental rate.
  • Security deposit dispositions are handled accurately, promptly and according to state laws.
  • We specialize in Residential Property Management; you can rely on our knowledge and experience.
How do I see which properties are move in ready?

Please visit our vacancies to view the available listings. It the available on date is before today or the listing says that it is move in ready, the property is ready to move in now!

What does "Available TBD" followed by a month mean?

Available TBD means "The specific available date for move in is to be determined and is based on factors outside of our immediate control."

We have provided a month range because we do not have a specific available date for move in yet.

Rentor's policy for marketing vacancies is to only provide a range until AFTER all of the following have been completed:

  1. Move Out Completed - The current Tenant has successfully vacated the unit. NOTE: It is possible for the current occupant to not vacant upon the scheduled move out date because it was extended or if they do not vacate on schedule and, if they are uncooperative, we may be required to perform an eviction which can significantly delay the availability of the property.
  2. Move Out Inspection Completed - A Move Out Inspection has been completed to verify the condition of the unit and determine the need for maintenance / repairs / upgrades.
  3. Make Ready Scheduled - All potential make ready repairs / upgrades have been firmly scheduled with the applicable vendor(s).
  4. Move In Inspection Scheduled - A Move In Inspection has been scheduled for AFTER all work has been completed to verify that the property is Rent Ready.
  5. Lease Terms are confirmed - We have confirmed the final Lease Terms for the new Rental Agreement e.g. Rent, Deposit, Utilities, Amenities, etc.

Once the five items above are completed (1. Move Out Completed, 2. Move Out Inspection Completed, 3. Make Ready Scheduled, 4. Move In Inspection Scheduled, 5. Lease Terms are confirmed), then we can set a specific available date for move in, but it still must be acknowledged by all parties that the Available date for move in date may change based on the accuracy of the schedule for make ready repairs being completed on time.

How are rentals priced? Who sets the monthly rental rate?

Ultimately, the Landlord does not set the price of rental housing; the market conditions set the price of rental housing.

Typically, the Landlord checks the internet advertising to see what other properties are renting for and notes comparable rentals. The list of all comparable properties is made itemizing each property's location, the rent amount advertised, the number of bedrooms, baths, garages and any other significant property features such as deck and sprinkler system, etc. Theoretically, a range of rental prices is formulated from this list and the rental rate is created from somewhere in this range.

Pricing depends on general market conditions and will change with the supply and demand cycle.

What utilities are included with the rent?

POSTED: Please see the rental listing information.

UNPOSTED: We can email you a marketing flyer with information on the unit.

Why do you post ads on Craigslist if it's already rented?

We do not post ads to Craigslist, or any other location, for properties that are already rented with a deposit paid.

When we have an approved applicant, we take down the listing as soon as possible.

Why is housing affordability so important to Rentor?

Decent, affordable housing is important to families. Certainly, it fulfills a basic human need for shelter, but it also contributes to the well being of both parents and children. Studies show that children in stable housing do better in school and are less likely to experience disruption in their education due to unwanted moves. Decent, affordable housing reduces stress, toxins, and infectious disease, which leads to improvement in both physical and mental health. Affordable housing also frees up funds within families' tight budgets to spend on health care and food. Studies have shown that children whose parents receive housing assistance benefit from better nutrition. For parents, living in decent, affordable housing also means reduced stress due to a lessening of concerns that high housing costs will lead to foreclosure and eviction; this in turn leads to fewer physical and mental health problems and reduced absenteeism on the job.

Affordable housing also is important to the economic vitality of communities. Affordable homes can attract and retain employees to our community- a selling point and a competitive advantage for area employers. Affordable homes also support the local workforce so they can live close to their jobs. Shorter commutes allow workers to spend more time with their families while the community benefits from reduction in traffic congestion, air pollution, and expenditures on roads. In revitalizing communities, the construction of affordable homes can also help to stimulate economic growth. A healthy mix of housing options, from market- rate and affordable rental housing, single- family homes, duplexes, as well as developments for seniors, ensures opportunities for all individuals to improve their economic situation and contribute to their communities.

Which is more important- rental homes or homeownership?

To meet the diverse needs of our community, both rental housing and homeownership are important. Rental homes fulfill the needs of many families. For some, especially low- and moderate- income families in high- cost markets or families who have recently lost a home to foreclosure, rental homes are the most financially realistic option. Other people rent because they prefer the lifestyle of renting and may still be as socially invested in their community as homeowners typically are. Among their ranks are both former homeowners who are empty- nesters and lifelong renters who don't want to worry about lawns, gutters, water heaters, and other home repairs. Still others rent because they want to flexibility to move whenever they wish. Finally, for some families, affordable rental housing is an important stepping stone that allows them to accumulate savings and prepare for homeownership.

Homeownership is also a critical part of the housing stock and can be a stable and affordable option when the mortgage terms and home price are within reach of a family's budget. For many working families, homeownership represents the American Dream. Aside from comprising their largest financial asset, homeownership provides security from unwanted moves and control over features of their home. Some studies have shown that homeownership is beneficial for children- they are more likely to do well in school, less likely to have behavior problems and less likely to become pregnant as teenagers. From a community's perspective, homeowners may provide stability to their neighborhoods in which they are invested.

For these reasons, all community members and stakeholders should work to ensure there is sufficient rental and homeowner housing stock to meet the diverse needs of all families in our Humboldt County community.

If you are on a lower-income you may qualify for affordable housing. There is high demand for this housing, so we recommend you get on as many waiting lists as you can. Humboldt County rental housing (opens in new tab)

Applying and qualifying

What are your qualifications to rent?

Application approvals are based on several categories including but not limited to: rental history, income, employment, and credit score. So if you have issues on one category, but not on others, you may still qualify. We cannot predict the outcome until it has been run through the application processing system.

When you turn in an application, we will:

Call your previous landlord references

Be sure to provide the names, telephone numbers (home & work preferred), and email of at least the previous three years' worth of rental history. Please note, we cannot collect references from individuals who are related to you, but you are required to put the information for them on the application.

Be sure to include your move-in and move-out dates and the exact house or apartment number. If you had a roommate on the lease contract, their name would be helpful as a point of reference, as well. You must have satisfactory rental history to qualify.

Verify your income source and level

If you are self-employed please provide your latest tax returns (1099 Profit and Loss) as well as 3 months worth of bank statements. Please contact your references so they know we will be calling. If your employer is a large company that does not provide verification, please provide at least one month's pay stubs.

Pull a credit report for each applicant

We use the credit report to tell us if you have a history of honoring contractual agreements and paying bills on time. If you have open collections to a previous landlord, your application will be automatically denied.

What income sources can I provide to verify that I'm qualified?

All applicants are required to supply reasonable, reliable, and legal documentation on all income; all documentation on income is required in a timely manner. Documents must have applicants name on them to be accepted.

  • Examples of income are employee records, income tax records, social security documentation, monthly stipends, trust funds, and other sources that will reflect the ability to make monthly rental payments.
  • Rentor must be able to verify all income sources, and reserves the right to disqualify applicants for failure to prove income, supply adequate documentation, or prove the ability to support rental payments.
  • Name of Applicant or Cosigner must be listed on income documents for them to be accepted for verification.

You can submit all documents using our secure online rental application.

Employed

  • Form W-2, or an Employment Offer Letter with start date and future pay if recently hired
  • Paystubs: 2 most recent
  • Photo ID: state license or passport only

In case you can't provide an Employment Offer Letter, a recent one-month bank statement can be submitted as a supporting document.

Income documents will only be considered for applicants if from a local job or if it is verifiable the job is remote.

Self-employed

  • Most recent years tax returns
  • Photo ID: state license or passport only
  • Proof of business
  • Recent one-month bank statement (please highlight deposits that are business related and redact any information regarding account numbers if you choose. Bank statement must show full name, date of statement, and deposits from income.)

Contractor

  • IRS documents: 1099 or 1040 only
  • Paystubs: 2 most recent
  • Photo ID: state license or passport only
  • Recent one-month bank statement

International employee

  • Form W-2, or an Employment Offer Letter if recently hired within last 3 months
  • Work permit
  • Paystubs: 2 most recent
  • Photo ID: state license or passport only
  • IRS documents if employed for more than a year (1099 or 1040 only)

In case you can't provide an Employment Offer Letter, a recent one-month bank statement can be submitted as a supporting document.

Student

  • Photo ID: state license or passport only
  • Student visa/permit if international student

If you do not have credit or cannot meet the required score, a co-signer must apply, sign the lease, and meet the Standard Qualifications.

Co-signer

May either be employed, self-employed, a contractor, or an international employee. Refer to the categories above for their respective requirements.

Allowable income document types

  1. Pay Stubs (2 most recent required, pay-stubs over 3 months old will not be accepted)
  2. W2
  3. Tax Returns (Most recent years tax return. If recent years return is not available, please submit most recent on file as well as bank statement)
  4. Bank Statements
  5. Offer Letters
  6. Social Security Income Award Letters
  7. Financial Aid (FAFSA Award Letters, etc.)
  8. Trust Funds
  9. Monthly Stipends
  10. Letter of Employment (if recently hired)

Not allowed

  1. Hand written notes
  2. Manually created spreadsheets
  3. Cash deposits in bank account
How do I apply?

You can apply to all our properties on our vacancies page.

Once you submit an application and are pre-qualified, you'll receive an "App Status Report" and we'll schedule a showing based on what works for your schedule. If you like what you see, you'll be invited to complete a background check. If you pass our screening criteria, you can then sign a lease and pay a security deposit. You can read more under How does the application process work?

After you apply to your first Rentor property, applying to others is a breeze. Just contact us about any property to apply instantly. Use the contact page or call 707.444.3835.

Is there an application fee? Do I have to pay an application fee for each property I'm interested in?

Is there an application fee to be prequalified? No.

Is there an application fee to apply for a property? Yes.

Do I have to pay an application fee for each property I'm interested in? No.

Can I get a refund on the application fee? No.

Rentor does not charge an initial fee for you to be pre-qualified. You can qualify yourself with the prequalification questions for free. If you are prequalified, you can view the showing calendar to join a group showing.

You must have an Approved Application in order to have a private showing or to view an occupied property.

If you are prequalified, and are interested in a property after a showing, we do have a nonrefundable application fee to cover additional screening and for the background check provider, AppFolio, to complete all items in our screening process: credit, eviction, and criminal background check. You can use Apply now on any of our vacancies to begin the background screening process.

Note that after we conduct the screening for your first Rentor property, we will keep your background check information on file, so you will not need to pay the fee again for 12 months.

No, your one application is good for all properties under our management. You can reach us on the contact page or at support@rentor.com with your name and we'll switch your property of interest for you.

How do I attach documents to my application?

When you get to the Document Upload page near the end of the application you will need:

  • Government issued photo ID
  • Minimum of 2 most recent pay stubs (Self employed applicants may be required to produce upon request two (2) years of signed tax returns or IRS 1099 forms. Non-employed applicants must provide proof of income.)
  • Pet proof of vaccination and photo taken with applicant (if applicable).

Cosigners

  • Co-signers are accepted at the manager's discretion only and must meet all requirements, they will complete the same application as you but Identify that they are a cosigner. Some of the questions will be renter specific and irrelevant for the cosigner, and will not count for or against a cosigner qualifying, such as the cleanliness question, and of course they will not need to send a photo of their pet if it is not living at the property.
  • We have transitioned away from cosigners completing a different application because of the confusion it posed to both cosigners an applicants who would accidentally complete the incorrect application - this simplifies things.
Is your company Fair Housing compliant?

Absolutely!

Rentor fully complies with Federal Fair Housing Act as well as with California's Fair Housing Act. Rentor does not tolerate discrimination in any manner against any person because of age, race, color, religion, gender, sexual preference, disability, familial status, marital status, national origin, ancestry, source of income or any other form of arbitrary discrimination. Rentor also fully complies with all state and local fair housing laws. Rentor will be investigating the following items: (1) the likelihood that you have the ability to pay the full rent and other fees due pursuant to the rental agreement consistently and in a timely fashion throughout your tenancy, (2) the likelihood that you will not cause damages to the premises and that you will maintain the condition of the tenancy premises and will return it to the same condition that it was rented to you normal wear and tear excepted, and (3) the likelihood that you will not cause a nuisance at the premises, violate the law at the premises, nor interfere with the peaceful use and quiet enjoyment of others in the community.

Please read more: Fair Housing, Equal Opportunity for All (opens in new tab)

How does the prequalification process work?

Prequalification questions:

  1. When is your move in date?
  2. How many occupants will be living in the unit?
  3. How long of a lease term are you wanting?
  4. Do you have any pets?
  5. Do you know your approximate credit score?
  6. Have you viewed the property online?
  7. Email or text a copy of drivers license.

Prequalification criteria for showing

  • We only hold properties for up to two weeks after the property is available for move in.
  • 2 Occupants per bedroom plus 1.
  • We want term quality tenancies.
  • Some properties do not allow pets.
  • You are required to watch the online video before we will schedule a showing.

Security is a big deal: We want to know who is entering properties. If you are not comfortable identifying who you are, we are not comfortable conducting a showing.

What is the best time to apply?

The best time to apply is now. If you have a specific property of interest on our vacancies page, you can apply there directly.

If you do not have a specific property of interest, but wish to get your application prequalified, contact us about a General Application to be added to our "Qualified Waiting List," which means you will be notified when new properties go on the rental market. Use the contact page or call 707.444.3835.

How does the application process work?

Our application process has these stages:

  1. Pre-screen: Before moving any further, we make sure interested applicants meet our basic criteria to become pre-qualified. See How does the prequalification process work?
  2. Application: Interested applicant(s) submit an application for the property. Each adult only pays one application fee to apply for a property we manage for up to a year. Applicants can only be processed for one property at a time. We ask applicants to allow us between 3-5 business days to fully process the application once we receive all supporting documentation. Please note that this timeline may change depending on how long it takes to verify the information on the application. Apply from our vacancies.
  3. Background check: Applicants that are interested must pass a background check.
  4. Income verification: Applicants must submit verifiable proof of income. See What income sources can I provide?
  5. Residential history: Applicants must provide 3 years of Residential History.
  6. Showing: Applicants who pass our screening process and are qualified are invited to attend a group or individual showing at the property. We offer three types of showings:
    • Open house - a member of the team will be at the property. This is available to the public.
    • Self-guided showing - request to do your own self-guided showing anytime at the property between 8:00 A.M. and 8:00 P.M. (qualified applicants only).
    • Agent showing - a member of our team will meet you at the property at a designated time to show the property to you and answer any questions you may have (qualified applicants only).
  7. Invitation to rent: Once the applicant is fully vetted and has viewed the property, we offer a lease for signing. They must pay a security deposit within 12 hours of signing before we move on to the next applicant.

The first qualified and completed application will receive the option to put down the deposit. Any applicants qualified after the first group will receive a wait-list notification and their next options regarding their application.

How do I know if you need anything else or any other documents from me for my application?

We'll let you know within one business day of you submitting your application.

What is your policy for pets?

It's the choice of the property owner whether or not to accept pets. If they do accept tenants with pets, we require you to answer some specific questions regarding the pet(s) on the application, as well as provide vaccinations records and a photo of the pet(s). If you are qualified and selected for a unit, you may sign an Animal Agreement addendum as part of the Rental Agreement outlining the additional responsibilities that come with an animal.

Can I provide my own credit report or score?

No, we must screen all applicants through the same process which means that all applicants must use our Rental Application and we must use our background screening provider.

Do you work with bad credit situations?

Credit scores do factor in our application process but it is not all that we look at. Application approvals are based on several categories including but not limited to: rental history, income, employment, and credit score. So if you have issues on one category, but not on others, you may still qualify. We cannot predict the outcome until it has been run through the application processing system.

Does the background screening / credit report you run hurt my credit?

The credit bureau, Experian, will be running a screening report. It is a "Soft Inquiry" that does not have the impact like a "hard inquiry" from a lender.

You can call toll-free (866) 359-3630 (opens in new tab) to receive a copy. Hard vs. soft inquiries on your credit report (opens in new tab)

How can I dispute the results of my background check?

If you have documentation proving the results from our background check are incorrect, please visit AppFolio Consumer Relations (opens in new tab) and provide them with the relevant documentation. You can call AppFolio Consumer Relations toll-free at (866) 359-3630.

Once AppFolio confirms there was an error on your background check results, please forward us the email from AppFolio. We will then be able to re-consider the application. Use the contact page or support@rentor.com.

Can I meet with someone to go over why my application was denied?

We do not have meetings to review why applications were denied.

You will receive a letter confirming the reason your application was not qualified.

There are two main things you can do if you wish for us to reopen your application:

  1. You can contact AppFolio Consumer Relations to request a copy of your background screening report. Please visit appfolio.com/consumer (opens in new tab) to request a copy. You can then contact them if you wish to dispute information on your background screening report. You can call toll-free: (866) 359-3630.
  2. You can write a letter of explanation detailing why there was an issue with your income, credit, rental history, or other disqualifying factor. You can email the letter to support@rentor.com with a request to reopen your application for review.
  3. If your application was denied in part, or in full from a negative reference from a prior landlord or employer, Rentor will not disclose details about what was reported, or from what party, other than stating that it was a negative reference.
How do I receive a copy of my background screening report?

Please visit appfolio.com/consumer (opens in new tab) to request a copy.

AppFolio provides resident screening services to property managers. If you'd like a copy of your screening report, or if you believe there is an error on your report, their Consumer Relations team can help.

To provide details of your request or dispute, contact them in one of the following ways:

They will need to verify your identity. This ensures they won't discuss your private data with anyone other than you. To help them expedite your request, they ask that you provide:

  • A copy of your government issued ID (driver license, state ID card, or US passport)
  • A brief explanation of your request that includes your full name (including middle if relevant), your current address, your date of birth, your social security number, your contact number, and your email address

They look forward to hearing from you via email, but ask that you refrain from sending personally identifiable information or sensitive documents over email. Specifically, please do not send your background report or social security number via unsecure email.

You can expect to receive a copy of your screening report within 10 business days of your request. If information in the report is incorrect, the investigation can take up to 30 days, and you'll be notified of the results. AppFolio will remove any information determined incorrect from your screening report immediately.

Other resources: Annual Credit Report (opens in new tab), dispute information with Experian (opens in new tab), and the Consumer Financial Protection Bureau (opens in new tab).

What does qualified, but not selected mean for my application?

"Qualified, but Not Selected" means that your application came back qualified for a specific rental amount, but you have not been selected for a property. This can happen when Rentor is waiting for a decision to be made among different applicants or the property is no longer available to rent. Rentor does maintain a waiting list of approved applicants and can notify them if a similar property becomes available.

If you ever have any questions, please do not hesitate to reach out. Call 707.444.3835 or use the contact page.

Why is the application process so difficult?

Our goal as a Property Management company is to serve our community and help keep neighborhoods safe. Often our interaction with potential tenants is limited to a few hours in total before we need to decide if we should entrust that tenant with taking care of our client's property. In order to do our due diligence and learn as much as possible about a tenant, we pay for certain reports and perform reference checks to help us make as informed a decision as possible. There are costs associated with the reports we access and our team's time.

Most property owners depend on the rent payment to pay for their mortgage. If a tenant does not pay, often times it takes many months to get a tenant out. If the rent is not paid, the owner can be foreclosed by the bank because they are not able to make the mortgage payment. Tenants not paying rent or damaging the property have caused many owners to lose homes in Humboldt County.

The only way for us to help reduce the chance of that happening to our property owners is by doing professional checks on potential applicants. We believe that the vast majority of people are honest and reliable, but a small minority can cause massive problems and because of this we are required to be diligent. The desired outcome of the screening process is to minimize the risk of approving individuals that may negatively impact the property and our community.

Our goal is to assist you with the application process as quickly and as smoothly as possible. We look forward to working with you.

Why won't you call me or text me?

We can absolutely give you a call, but we are only able to text you once you have an application in our system.

Please know that for information security we cannot discuss certain matters over the phone.

Please also know that due to the high volume of requests we receive, we try to schedule calls so that we can make sure to get back to everyone effectively.

Can you hold a property for me to rent later?

The offer to rent is typically sent to the applicant who is most qualified and has a reasonable lease start date. Once the property is move in ready, we will hold a property for a maximum 2 weeks (14 days) before the lease starts. A signed lease and deposit must be paid for an approved applicant to hold a property. You do not need to move in on the 14th day, yet rent will be charged and due.

Exceptions to this policy may be made by the Property Manager on a case-by-case basis.

What if I need help to qualify? Will you allow me to have someone co-sign?

Some properties will accept a co-signer if you lack either credit or rental references. If that is the case we will accept a co-signer that has verifiable income sufficient to qualify for both their living situation and for the property they are co-signing, and the co-signer must have a greater than 649 credit score. The co-signer must fully complete our application and pay the application fee, which is non-refundable.

Co-signer qualifications summary:

  1. No evictions on record.
  2. No recent (last 3 years) bankruptcies.
  3. Credit score greater than 649.
  4. The co-signer must be able to support their current obligations and that of the tenants for whom they are cosigning.

To apply, the following is required:

  • A cosigner is a person who agrees to be liable for another person's debt, or for the performance of another's duty, liability, or obligation.
  • As a cosigner, you are responsible for the entire tenancy, meaning if you are cosigning for someone who will have roommates you are responsible for all of the roommates, not just a single person.
  • A cosigner must be 18 years of age and over.
  • A cosigner must have current identification in the form of driver's license, state ID, military ID, or passport.
  • If approved, the cosigner understands and agrees they are liable for the entire amount of the rent and any damages incurred by tenants.
  • It is required that the cosigner fill out a complete application. If there are multiple cosigners, a cosigner application is required for each party.
  • An application/processing fee is required to process applications, no exceptions.
  • Rentor reviews income, credit, rental, or home ownership to qualify applicants.
  • An Unlawful Detainer Search will be run on the Cosigner to confirm that there were no evictions on record.
  • Consigners must co-sign for all residents.
  • The cosigner guarantees the applicant has disclosed all animals/pets on their rental application, and cosigners are liable for any damages caused by animals/pets.
  • The cosigner guarantees the applicant has disclosed all vehicles of any size, kind, or type, such as automobiles, RVs, boats, motorcycles, etc., on their rental application.
  • Applicants must disclose all water-filled furniture for the property and the cosigner bears responsibility for the required insurance.
  • Rentor processes cosigner applications in 3-5 business days. Applications can take longer if more information is required from the cosigner applicant, or that of a reference on this application.
  • Rentor and/or the owner must approve all cosigner information.

If Rentor approves the applicants and cosigners, the rental agreement must be signed by both cosigner and applicants. All cosigners and applicants, 18 and over, must sign the rental agreement and supply a current ID at time of signature. If the approved cosigner/applicant defaults on renting the property and signing a rental agreement, Rentor reserves the right to deny all applications involved.

If Rentor denies applicants or cosigners, Rentor will notify the cosigner and applicants of denial as soon as practical.

How do I apply with a co-signer?

Some properties will accept a co-signer if you do not qualify on your own due to credit, income, or rental history requirements. If that is the case we will accept a co-signer that has verifiable income sufficient to qualify for both their living situation and for the property they are co-signing, and the co-signer must have a greater than 649 credit score. The co-signer must fully complete our application and pay the application fee, which is non-refundable.

See Will you allow me to have someone co-sign? and As a co-signer, what am I responsible for? The co-signer applies on the same vacancies listing as the prospective tenant and states who they are cosigning for.

As a co-signer, what am I responsible for?

A cosigner is a guarantor of a rental agreement.

A cosigner agrees to be financially responsible if the tenants fail to pay rent, default on their tenancy, or cause damage to the unit. A cosigner does not co-sign for one person, but co-signs for the entire property. Just as all tenants on a rental agreement are jointly and severally liable for the property, the cosigner is as well.

The person asked to cosign for a prospective tenant usually has a good credit score and a lengthy credit history, which greatly improves the prospective tenant's odds of approval. Co-signing isn't something that you consent to for only a few months. Once you accept this responsibility and sign the documents, you must remain as a cosigner for the property until the tenancy terminates.

As a cosigner, you are responsible for the entire tenancy, meaning if you are cosigning for someone who will have roommates you are responsible for all of the roommates, not just a single person.

Cosigners must apply online for the property by filling out the same application the prospective tenant is applying for. You will do so from the property on our vacancies page. Select Apply now. You will need to fill out the application in its entirety, and when you reach the portion where it states "Will you be only person who will be occupying this unit" you will state for whom you are cosigning for, and that you are indeed the cosigner. If requested, we can directly email you an application for the property. Use the contact page.

You will be charged a processing fee to be verified with our company. We will run credit history and background history. The cosigner is to have excellent credit history.

Can I rent without a social security number?

Yes, if you have documentation that we can use to verify your identity. Any adults applying must fill out the application, if they have a federal ID number that can be written down or any other government issued identification number can be written down as well. Please know upon signing a lease a valid photo ID is required from everyone over the age of 18.

Can you keep my number and call me when this type of a home becomes available?

Unfortunately, we cannot. Because of the high volume of inquiries received by our company, we are not able to logistically accommodate this request. We ask you to continue to keep checking our vacancies to see if any properties come up that fit your criteria.

Would you please destroy all the records you have in my file?

Federal Fair Housing and California State Law regulates the way that landlords screen prospective tenants. We must retain records in case we are faced with an audit, lawsuit, or discrimination claim.

To mount a defense to a discrimination complaint, we will need to produce a copy of our screening policy and copies of our application screening records to show how we made decisions. When investigating an applicant's discrimination complaint, HUD or the DFEH will look at the criteria we use to make renting decisions, including minimum credit scores and employment income and assess our application records against our renting rules. Without records, we cannot show that we consistently apply nondiscriminatory criteria to each rental application, and we cannot defend the claim. Thus, we must keep screening records, even if the application is rejected or withdrawn.

Legal experts make it clear that landlords are to keep all landlord-tenant records, including screening records, for at least seven years, to safeguard against the possibility of future claims.

Showings and property questions

How do I reschedule my showing?

You can view videos of our listings.

We only conduct showings from a "Waiting List". Please feel free to contact us from a rental listing if you would like to be added to a Waiting List. Start from vacancies, or reach us on the contact page.

Do I have to attend a showing to move forward in the application process?

Yes, all applicants must attend a showing to be considered for the property (or sign a "Sight Unseen" waiver). Photos and videos can give a good sense of a property, but there's no substitute for viewing it in person. We find that remote viewings or having a viewing done by a representative are not the most effective either. It is in your best interest to view the property for yourself to make certain it is the home you want to live in, but if you absolutely cannot view the property prior to signing the Rental Agreement, we can add a "Sight Unseen" Waiver which confirms that you are accepting the property without viewing it.

There was a smell or other maintenance request I noted during my showing. How do I report it and will it be fixed prior to move in?

Yes, please let us know what you identified as an issue and we can create a work order and see if we can get it fixed.

We cannot guarantee the item will be addressed as the property may be marketed "as-is".

Who are the neighbors?

Unfortunately, we are not able to provide information on the neighbors.

Is crime an issue at the property? Is the neighborhood safe?

Unfortunately, we are not able to provide information on the crime or safety of the neighborhood, but please feel free to contact the local police department or see crimegraphics.com (opens in new tab) and zoom in to the area you wish to learn about.

Lease signing and moving in

When can I visit the Rentor office?

Reception hours are 10am-1pm Monday - Friday. Rentor is located at 3109 H St. Eureka, CA 95503.

Remember, for your convenience, you can do everything from applying to properties to paying your security deposit online without ever needing to visit the office.

I've paid the deposit and signed a rental agreement, but can I cancel my move in?

If you wish to cancel your upcoming move in, please contact us on the contact page or call 707.444.3835.

If the landlord is unable to deliver possession of the premises on the lease start date, that date shall be extended to the date on which possession is made available to the tenant. The landlord shall not be liable for any damage caused thereby, nor shall the rental agreement be void or voidable, but the tenant shall not be liable for any rent until possession is delivered. If the landlord is unable to deliver possession within 10 business days after the agreed lease start date, the tenant may terminate the agreement by giving written notice to the landlord, and the tenant shall be refunded all rent and security deposit paid.

What is the move-in cost?

Applicants will need to pay the deposit and one full month's rent before moving in.

Note that if you do not move in on the 1st of the month your second month's rent will be prorated based on your move-in date. For instance, if you move in halfway through August, you will only pay half a month's rent in September. (Rent will still be due on September 1st.)

How do I transfer utilities prior to move in?

See your Rental Agreement for details and call the applicable utility provider. If you have any questions please let us know on the contact page or call 707.444.3835.

Gas and electric: Pacific Gas & Electric, 800-743-5000. Provider lists for water, sewer, garbage, and propane are under How do I transfer utilities to my name?

What if I need to move before my lease expires?

If you need to move before your lease expires, contact your Property Manager and we will begin the move out process. After you vacate, you will be responsible for the rent until a new tenant moves into the property or your lease term expires. Reach us on the contact page or at 707.444.3835.

A friend will be living with me for just a little while. Do I have to put them on the lease?

Any visitor living in the property is required to be approved and must be added to the lease.

What if I move in and there is a bug problem?

For single family homes - If you notice an infestation of insects within the first two weeks of your lease we will provide appropriate extermination services, should it be appropriate. After two weeks of residency all extermination is the responsibility of the resident - so please let us know immediately if you see bugs, we don't want there to be bugs either!

What about maintenance items or damages the day we move in or thereafter?

For damages - notify us of issues within 5 days from the lease start date. For repairs - submit a maintenance request at any time during your tenancy in the resident portal. If you do not have internet access, you can call the 24/7 Maintenance Hotline at 707.444.3835.

Residents

About Rentor

What are the Rentor Code of Values?

We live our Code of Values: Respect, Integrity, Customer Focus, and Having Fun in the Process!

Respect

  • Treating others as we would like to be treated.
  • Listening with the intent to understand what is being said and acknowledging that what is said is important to the speaker.
  • Responding in a timely fashion.
  • Speaking calmly and respectfully, without profanity or sarcasm.
  • Acknowledging everyone as right from their own perspective.

Integrity

  • Making only agreements we are willing, able and intend to keep.
  • Communicating any potentially broken agreements at the first appropriate opportunity to all parties concerned.
  • Looking to the system for correction and proposing all possible solutions if something is not working.
  • Operating in a responsible manner: "Above the Line".
  • Communicating honestly and with purpose.
  • Asking clarifying questions if we disagree or do not understand.
  • Never saying anything about anyone that we would not say to him or her.

Customer focus

  • Continuously striving to maximize internal and external customer loyalty.
  • Making our best effort to understand and appreciate the customers' needs in every situation.

Having fun

  • Having fun in the process!

Move in

What is prorated rent?

If you just rented a Rentor property, congratulations! Rentor requires that all new tenants pay the security deposit and first month's rent in order to get the lockbox combination for move-in. Rentor will automatically adjust second month's rent, based on your move-in date, so that you are only charged for the days that you were living at the property.

In order to calculate the prorated rent amount, you take the total rent due and divides it by 30 to determine a "Prorated Cost per Day." Then you multiply the Prorated Cost per Day by the number of days the tenant will be occupying the property during the first month (including move in day) to generate the prorated amount for the partial month.

In other words, we want to ensure that rent is an accurate reflection of how many days you have lived at the property.

I've signed the rental agreement and paid the deposit, but can I move in earlier or later than the original start date?

For moving in earlier, it is generally no. Once the Rental Agreement is signed and the deposit is paid, the property has been secured off the market and preparations have begun to have the property ready on a specific date.

For moving in later, yes, you can physically move in later than your Rental Agreement start date, but you will still be responsible for paying rent as of the original start date.

Who has to be listed on the Rentor Rental Agreement?

All persons 18 years or older that will be living in the residence. If the property requires co-signers they will also need to be added to the rental agreement.

How do I transfer utilities to my name?

Welcome to your new home. If your lease requires that you pay for utilities, including water, sewer, garbage, PG&E, or propane or anything else, you will have to contact the correct company and transfer utilities into your name prior to moving in or, if an exception is granted, within 5 days of moving in.

Each city and utility company has a separate process to set up an account, so when in doubt, refer to the website for the specific utility company. If your city is not on the list, you can find their website with a quick search.

Gas and electric

Water and sewer

Garbage

Gas and propane

Only some properties utilize propane in the Humboldt County area. Generally, these are rural properties outside of city limits. Please refer to your specific Propane Addendum for which company your property is to use. You can access your lease in the resident portal.

How do I get mail at my new home?

Welcome to your new home. The first thing you should do is change your mailing address where applicable. Then work on getting the key for your mailbox if you were not provided one by our office.

To let the post office know you are going to change your address and want your mail forwarded, you have two options:

  • Go to USPS.com/move (opens in new tab) to change your address online. This is the fastest and easiest way, and you immediately get an email confirming the change.
  • Go to your local post office (opens in new tab) and request a Mover's Guide packet. Inside the packet is PS Form 3575. Fill out this change of address form and give it to a postal worker behind the counter or drop it into the letter mail slot inside the post office. You should receive a confirmation letter at your new address in five business days.

Some other important places to update your mailing address: DMV (opens in new tab), banks, credit cards, insurance, invoices or your employer, Global Entry/Nexus/TSA PreCheck, online orders, mailing lists, and any other regular bills you receive.

Mailboxes are different for every property, and the type of mailbox affects the process for getting a key.

For some properties, you will need to obtain a P.O. Box. Learn the steps to reserve or renew a post office box (opens in new tab).

A cluster box is a centralized unit of individually locked compartments for the delivery and collection of mail. If the mailbox is for a house, condo, apartment, or other physical residence, customers make arrangements to pick up the mailbox key(s) from the owner, manager, or prior resident when they move in. The builder or property owner is responsible for providing lock and key service for privately owned cluster boxes.

The Postal Service is responsible for providing every customer a compartment lock and three keys to a postal-owned cluster box unit. No key deposits are required and customers may duplicate their keys at no expense to the Postal Service. The Postal Service keeps no duplicate keys and if the customer loses all the keys, the Postal Service will have to install a new lock and issue a new set of keys at the customer's expense. Customers should return all compartment keys to the Post Office when they move from their residence. When a customer moves, the Post Office will change the lock before reissuing the compartment. The new customer is not charged for the first lock and keys even though the Postal Service replaced it.

  • Letter carriers are instructed to deliver mail as addressed if they are unfamiliar with the recipient's name. Numbers on the boxes may not necessarily correlate with a mail recipient's address.
  • Cluster box units often have parcel lockers. The parcel locker is used for items that are too large to fit in an individual compartment. A key will be left in the mailbox to be used as a parcel locker key. This key has a tag that indicates the parcel locker that contains the item. Insert the key into the correct parcel locker, and the mail piece can be retrieved. The key will remain in the locker once it is inserted.
  • Letter carriers deliver accountable mailpieces to the point of address on the mail piece.
  • Some cluster box units also contain a slot for outgoing mail. Mail is collected from this slot by the carrier during regular mail delivery.
How can I transfer to a different property you manage?

If you are interested in moving out of a property we currently manage and moving in to a different property in our portfolio, we call that move a transfer.

  • Do I have to give my notice to vacate at my current property to apply for a new one? No, but you will have to pay for both units if you do not give adequate notice to vacate for your current unit. It is up to you to confirm the timing between your current property and the new property you are transferring to.
  • Do I have to pay a deposit at the new property (if I'm qualified and selected)? Yes.
  • Can I transfer if I have damaged my current property or have not paid rent in a timely manner? You are welcome to apply, but please know that both of the matters you mentioned would be considered "negative rental history" and may be grounds to deny your application.

All the typical move out steps must be completed and will follow this general process:

  1. Apply for the property that you are interested in renting. See vacancies for current available listings and to start the application process. If your application is over 1 year old, you will have to resubmit an application. If you have applied within the last year, contact us to re-activate your application. Send the property you are interested in and updated income documentation (pay stub, tax return, etc.). We will then qualify your application and schedule an interior inspection of your unit. Use the contact page or support@rentor.com.
  2. You do NOT need to give notice at your current property prior to applying for a new one. We know that it can be challenging to be approved for a new home and you wouldn't want to give notice prior to making sure it was secured for you. You can be approved and selected for a property prior to submitting notice to vacate, but know that you will be financially responsible for paying rent at both properties if there is overlap after your 30 day notice has been submitted.
  3. You may be requested to complete a Property Condition Review to verify the condition of your current rental before we approve you for the transfer.
  4. If approved and sent an offer to rent for the new property, you'll need to provide notice at your existing location. See How does the move-out process work?
  5. Please note that it may be unavoidable to pay rent at two locations at once in order to provide moving time, but speak with our team to try to minimize the overlap.
  6. Moving in to the new property will follow the usual move-in process.
  7. Once you successfully move out of the first property, your Move Out Accounting and Security Deposit Statement will be sent to you within 21 days of your move out.
Can we add or remove someone from our rental agreement?

Yes, you can request approval for a modification to your Rental Agreement. Any parties that you wish to add to the lease are not authorized to occupy the unit until all balances owed are paid in full and all agreements are fully executed.

Send your request in writing with the property address and the names of all parties you are requesting to be added or removed. Please include the first and last name, and email address, of any party requesting to be added on. An email will be provided to them with a link to the application for your residence. Use the contact page or support@rentor.com.

See What happens to the security deposit when there is a partial notice to vacate?

What happens to the security deposit when there is a partial notice to vacate?

The security deposit is a security deposit for the property as a whole, not for individual tenants. This means, when some tenant(s) move out and other(s) stay, the security deposit will remain with the property. It stays this way until the tenancy terminates in full.

When some tenants move out and others stay, it is the tenants' responsibility to work out any refunds due to the vacating tenant. Usually if a roommate is replaced with another roommate, the new roommate pays the exiting roommate their share of the deposit.

When all tenants move out, Rentor will deduct the deposit by applicable tenant charges. Any remaining security deposit funds are sent as one check with all current tenants' names on the check, unless a waiver is signed by any of the parties.

Why doesn't my lease last for exactly one year?

Because it's a much more popular time to move during the summer, we time our leases to end during warmer months. While we want our leases to be close to a year-long as possible, we adjust the duration in case we need to find a tenant for a house. Ultimately, our goal is to provide a good rental experience so that everyone agrees to stay on and renew a lease.

Leases that are signed between September and December end in July. For example, if you sign a lease in October 15th, 2030, it will end in July, 2031.

Leases that are signed between January and May end in June of the next calendar year. For example, if you sign a lease in February 15th, 2030, it will end in June, 2031.

If you would like to change the lease contract to be exactly one year in length, you can send that request through the contact page or to support@rentor.com.

Do you have recommendations for local movers?

We do not have any specific recommendations, but here are some options and resources. We do not guarantee the quality of the services of any of the below contacts.

Additional resources

What should I know on move-in day?

Welcome to your new home. As a new resident, it's time to settle in. Take time to do a full tour of your home. Make sure you know where the water and electrical shutoffs are and how to use them. Investing time upfront will help you avoid headaches and confusion later.

Spend time exploring the features in your resident portal. You can see your rental agreement, pay rent, and request maintenance there.

See the utilities section of your rental agreement for utility transfers.

If you ever have any questions, call 707.444.3835 or email support@rentor.com.

How do we document the condition of my home at move in and move out?

Here are the activities we can take together to document the condition of the home at move in and move out:

  1. We'll document the condition of the home with our Move In Inspection.
  2. You fill out the Move In Property Condition Review. We recommend you take a full video of the property as a first step for your move in and save it for your records.
  3. We'll follow up with you after you move in to determine if there are any cleaning or repair issues we can take care of for you.
  4. You'll fill out a Quarterly Property Condition Review to document any issues with the property.
  5. You'll fill out a Move Out Property Condition Review after you remove all of your personal property out of the property. We recommend you take a full video of the property as a last step of your move out and save it for your records.
  6. We'll perform a Move Out Inspection after you move out.

To submit a condition review, use the contact page or the resident portal.

I've just moved in, but now I want to move out. How do I do that?

If you wish to move out, submit a notice of intention to vacate. See How do I give notice to move out?

  • If on a month to month, you will have to give 30 days notice.
  • If on a lease, you will be responsible for the rent until a new tenant is placed in the unit.
What does it mean for me if the property I'm renting is "For Sale"?

We are sorry if it is a shock that the property is being sold. As a reminder, Rentor does not own the rental properties we manage. The Property Owner has the right to sell their property at the time of their choosing and, although we ask that Property Owners notify us, it is possible that Rentor may not even know it is for sale until the property has been sold (if it's a quick private transfer).

Just because the property is being sold or has transferred ownership does not mean you lose your rights as the tenant.

Your course of action and those of the owner after the property sells will depend greatly on the type of rental agreement you have. If you are on a lease, your tenancy lasts until the end of your lease regardless of ownership change. The new owner may wish to renew or not renew when the lease expires.

You can ask about transferring to a different property Rentor manages. See How can I transfer to a different property you manage?

Property showings

Regardless of the type of rental agreement you have, the owner, real estate agent, or a property manager cannot just enter your home. All parties must provide notice when they wish to conduct a showing.

The notice to enter and show the property must:

  1. be at least 24 hours in advance (6 days, if mailed),
  2. identify the date and approximate time of entry, which must be normal business hours,
  3. state the purpose of the entry,
  4. be written (unless a 120 notice was given and has not expired, which then permits telephonic or personal oral notice),
  5. be handed to you, left with a responsible person, put under the front door or mailed (not faxed, on door or in mailbox),
  6. not be abused.

If you have questions, call 707.444.3835 or email support@rentor.com.

What is a codebox and how does it work?

CodeBox electronic lockboxes are a secure and dependable tool used for providing access to properties.

Once you are qualified and selected for a property, you will be sent a codebox to access the unit.

You are responsible for ensuring that the property is locked and secure prior to putting the key back in the codebox.

Providing a licensed Realtor, prospective tenant, or maintenance vendor access to a vacant rental when they need it is a very effective way to get rentals leased quickly. This is called self-access, and when done using electronic lockboxes and one-time use codes it is both quick and secure.

We qualify prospective tenants against the leasing restrictions of each rental and also authorize Realtors and our maintenance vendors. Only those who have been pre-qualified or pre-approved for entry into a rental are given an access code, and one-time use codes can be used only once and only on the day for which they are generated.

  • Realtors can use a Realtor-only link provided through the Multiple Listing Service (MLS) that allows them to easily schedule a showing without having to call our office and coordinate a time.
  • Trusted maintenance vendors are selected by our staff and allowed to self-access vacant rentals without the need to come to the office and pick up a key.
  • Prospective tenants can schedule self-access to a vacant rental after they have provided verifiable contact information, qualified against the leasing restrictions we set (e.g. pet policy, income requirements, etc.), and provided a copy of their government issued ID.

Resident experience

When does my lease with Rentor expire?

If you are trying to find out when your lease expires you need to look at the TERM section of your Rentor Rental Agreement.

What am I supposed to do when my rental agreement is set to automatically renew and I can't afford the new rate?

You can send a request in writing to your property manager at least 30 days prior or to your renewal date or as noted in your lease to discuss new terms to your lease. Use the contact page or support@rentor.com.

Can I get a pet after move-in?

Pets must be authorized by a separate Pet agreement. You will need to contact your property manager and obtain written permission for a pet. The size and type of pet is subject to owner approval. Other pet restrictions may apply and are subject to change at any time.

If the home is pre-approved for a pet, inform us of the breed, age and weight of the proposed pet for our approval. If the pet meets our pet approval policy as stated on the pet addendum the tenant will need to sign the pet addendum. If the home is not pre-approved for a pet, then no pet will be allowed.

See also How do I request a pet?

How do I request a pet?

The process may vary if you are doing a private or shelter adoption.

Private adoption: Please provide a photo of the pet and vet papers showing age and weight of the animal. Vet papers must also include the vaccination records of the pet. You can provide these items to support@rentor.com.

Shelter adoption: If you already have a pet in mind, please share the information about the pet with support@rentor.com. Information includes vaccination records, photo of the pet, age, and approximate weight, if available. If the information is on the shelter's website, you are welcome to send a link to the web page with the adoptable pet.

If you are just starting out the search and do not have a specific pet in mind, please provide us the type of animal, weight range (most applicable if it is a dog), and approximate age of pet you are hoping to adopt.

We will review your request as quickly as possible. The process may entail a review with the owner and/or an inspection of your unit.

If the request is approved, we will provide an addendum to the rental agreement to be signed. All parties (including co-signers, if applicable) must sign the addendum and then a member of our team must counter-sign the addendum before the pet is authorized to be in the home.

How do I notify you that I have removed a pet or no longer have a pet?
  1. Notify us that you no longer have the animal on the premises.
  2. We will note this on your tenant records.

Use the contact page or support@rentor.com.

Do I need pre-approval to paint the home or make other changes?

Yes. If you are interested in painting or changing colors, or installing any interior or exterior fixtures, per your lease agreement you must first obtain written authorization from Rentor before such changes will be allowed. Use the contact page.

Can I sub-lease the property? Or use the property in my business?

No. The lease agreement clearly states that the resident or tenants shall not sublet any portion of the property or assign the agreement without written consent from Rentor. You may not operate a business out of your rental home (including but not limited to sales, business storage, or other non-residential business activities).

How do I submit a neighbor complaint?

Please read the following articles:

You can also send a written complaint through the contact page or to support@rentor.com.

Can I re-schedule an inspection of my unit that I received a notice for?

If you received a 24 hour notice to enter to conduct an inspection, we are able to consider rescheduling to better fit your needs.

Please email support@rentor.com as soon as possible and we will review your request.

If we are unable to reschedule, please be prepared for us to conduct the inspection as of the posted notice.

Who do I speak with regarding a concern within my unit?

If you have any concerns or there are any maintenance issues including, but not limited to, leaks, damages, unsatisfactory landscaping / yard care, etc., please notify us immediately.

Please feel free to give our office a call at 707.444.3835 and select the Maintenance Hotline. You may also email support@rentor.com and a member of the team will follow up with you as soon as possible. If you are unsure who to speak with regarding any issue, please reach out with one of the above methods and a member of our team will gladly assist you in reaching the appropriate department for your concerns.

Who do I speak with if my landlord-provided yard care is not being done?

Please log in to the resident portal and submit a maintenance request if your concern is regarding a maintenance related item.

If this is regarding a complaint about an issue that is not maintenance, please email support@rentor.com. Your customer care representative will reach out to you as soon as possible to resolve the issue.

Who do I speak with if the landlord-provided garbage is not being picked up?

Please log in to the resident portal and submit a maintenance request. We will follow up with the garbage services once the request is received.

Who do I speak with regarding a violation or compliance notice I received?

If you have received a compliance notice, please either:

  • Submit photos of how you complied to support@rentor.com (for example, if you received a compliance notice about cleaning, photos of the cleaned area can be emailed).
  • Email questions you have regarding how you can become compliant to support@rentor.com.

We would like to work with you to remedy any situation if possible. The best action you can take is to reach out with questions or concerns.

What does it mean when I receive a "Notice to Perform Covenant" about housekeeping?

A "Notice to Perform Covenant" is a legal notice that is sent to you when you are not complying with a portion of your rental agreement. Housekeeping refers to your responsibility to maintain the premises in a clean and orderly fashion.

You will need to take the following actions immediately to remedy the situation:

  1. Correct the housekeeping violations.
  2. Complete a housekeeping review and send it to us through the contact page or support@rentor.com.
  3. Maintain cleanliness in and around the property.
Can I hang stuff on my walls?

We know you would like your house to look like a home, so we do allow wall hangings. Per your contract, Clause 4.2, here are the specifications for hanging items on your walls:

Wall hangings. Adhesive picture hangers of any kind are prohibited. Picture hangers employing a thin nail or pin are permitted. However, Tenant is responsible for the cost of any repairs or painting required as a result of the hanging of pictures or other objects.

Who do I call if I lock myself out of my home?

During business hours. If you lock yourself out during Rentor business hours, you can leave a message for our maintenance department at 707.444.3835. If we have a copy of your key on file, we can coordinate with you for a key. We don't guarantee the key will work as these keys are likely to be copies of copies thus reducing their quality.

After business hours. If you are locked out when Rentor is not open you can call a locksmith to let you in. If for any reason you feel the need to change your locks, please get permission from Rentor and then provide a copy of the keys.

Here are a few locksmiths in the area (Rentor does not represent nor guarantee the quality of these vendors):

  • Davidson Brothers Lock and Safe, (707) 442-4774
  • ASAP Lock & Key, (707) 725-5397
Can I come look at all the documents in my tenant file?

We are happy to allow you to view documents that you have signed as well as documents that were served on you. In addition we will provide you with a copy of your tenant ledger showing your payment history (this is also available through your resident portal if you are still an active tenant).

Please contact us at support@rentor.com if you have any questions about documents, records, contracts, payment history, or anything else related to your tenancy.

If there is a death on the premises, why do you need a death certificate?

If there is a death on the premises, we are required by law to disclose this material fact for three years after the event. If the deceased did pass away on the premises, we request a death certificate to confirm the date. We also are required to disclose the cause of death on the premises unless the cause of death was AIDS.

California Civil Code Section 1710.2 basically states that a death on a property must be disclosed if it occurred within three years. According to that section, it is not required to disclose a death on a property if it occurred after the three-year time frame.

If a party interested in the property asks how the person died, we are to disclose it as a material fact unless the person died of AIDS, wherein we cannot disclose that fact.

What are my rights as a renter?

The California Supreme Court has ruled that you have the right to a habitable dwelling. This means your landlord has a legal obligation to repair items that affect the home's livability, including fixing broken stoves, pipes, unsafe stairwells and other hazards in a reasonable amount of time, which is usually defined as days. You also have the right to privacy. Your landlord cannot enter the rental property without 24 hours notice or your consent.

What are some mold prevention tips?

Mold and mildew spores are present in any environment. It is impossible to eliminate all mold and mildew (especially in rainy Humboldt). The key to mold prevention is moisture control. Reducing moisture and proper housekeeping will significantly reduce the chance of mold and mold growth. Mold and moisture control is ultimately up to you to control. Detailed instructions are in your rental contract.

  • Clean. Keep the property free of dirt, debris and moisture that can harbor mold. Clean mold or mildew immediately if it appears in toilets, bathtubs, showers, walls, or anywhere inside the property. Products are available in grocery or home stores, but the following is recommended by the Environmental Protection Agency (EPA): Remove mold with commercial cleaning products or weak bleach solutions of one cup bleach to one gallon of water. Wear gloves during cleanup and take care not to spread the mold. If necessary, wear a face mask during cleaning. Clean and dry any visible moisture on windows, walls and other surfaces, including personal property, as quickly as possible.
  • Ventilate. Ventilate and dehumidify the unit by opening windows as often as possible, using exhaust fans while cooking or showering, and for a while afterwards. If there is still moisture, please wipe down walls or windows after showering, or when you detect moisture. It also helps to use fans to circulate the air, especially around closets. Please let us know as soon as possible of any inoperative exhaust fans. Mold can grow on damp surfaces within 24 to 48 hours.
  • Heat. You must heat your home to mitigate moisture. Keep your house temperature between 50 and 75 degrees. Please let us know as soon as you can if there are any problems at all with your heater. We see this as an emergency and want to take care of it promptly.
  • Space. Do not overpack closets or belongings against the walls. You need to keep space between furniture and walls at all times. Even if you are heating and airing out properly, moisture can still build up if there is no air or heat getting back there.
  • Report. Immediately report any water leaks such as pipes leaking or bursting, bathtub or toilet overflows, leaks from or malfunctioning of a water heater, or rainwater entering the unit from the roof, windows, or siding. Immediately notify us of any water intrusion, including roof or plumbing leaks, drips, or "sweating pipes." Put in a maintenance request through the resident portal, or call, text, or email us.

If you are minding all of the rules set forth in your rental agreement regarding mold and somehow there is still mold, immediately notify us of any significant mold growth on surfaces in the premises. We will guide you through treating the problem or inspect to find out what the root of the issue may be.

Rent and payments

When is rent due?

Rent payments are due and collected on the first of the month. If your rent is returned by your bank, or your rent payment is not otherwise received in our office by the first day of the month, your rent will be annotated as "Late", and a notification will be sent to you. Late payments becomes part of your rental payment history, which can follow you as you move to a new location, or purchase a property.

How do I pay rent?

All payments will be posted to your online tenant portal to serve as your receipt.

  • Bank account, online. Use the resident portal to pay with a bank account routing number and account number. There is no charge for this method of payment (which is called ACH or eCheck). If access is needed, ask a member of our team to send you an email login to your online portal, where you can pay rent and make maintenance requests.
  • Credit card or debit card, online. You can pay with a card through the online portal. There is a card transaction fee that is charged by the online portal, but no charge by our company.

If you are not able to use these online options, you can complete personal delivery or mail a payment to Rentor, 3109 H St., Eureka, CA 95503. Please do not mail money orders, cashier's checks, or personal or business checks. (Civil Code 1947.3)

If you have any questions or concerns, please contact us at 707.444.3835 or support@rentor.com.

How do I dispute a late charge?

If you believe a late charge was charged in error on your account please send a written request to review your account. A written response to your request will be sent to you after your account has be reviewed. Use the contact page or support@rentor.com.

Why do I need liability insurance?

Tenants need to acquire liability insurance to cover many liabilities that they are exposed to. Renters are responsible for everything that happens inside their rental unit or on their rented property and insurance can reduce your exposure.

If the property that I am renting goes into foreclosure, do I still have to pay my rent?

Yes, as long as you have possession of the property you are required to pay rent.

When will I receive my rent reminder messages?

All Rentor tenants receive handy rent reminders and you can always log in to the resident portal to know exactly how much is due each month. You will receive reminders the following days:

Email

  • 2 days before rent is due
  • Day before grace period ends (if balance unpaid)

Texts. Texts will only be sent if a balance remains unpaid.

  • The day before rent is late
  • The day rent is late

If you would like to stop receiving rent reminder email messages, you can opt in or out of rent and dues reminders through the resident portal.

When exactly does the online payment / ACH / eCheck come out of the bank account?

The payment will come out on the day of the transaction. The exact time depends on your bank.

Can I make a payment with a credit card? If I make a payment, can it be canceled?

Yes, you can pay with a credit card through the resident portal. A third party payment processor charges a fee which is not a Rentor fee.

If you have paid with a credit card, but wish to cancel it, unfortunately, we do not have a mechanism to stop the payment once it is initiated. That being said, if the payment clears and you have a credit balance, we can issue a refund for the amount you paid, but not the process fee that was charged by the third party merchant.

What should I do if I'm behind, late, or short on rent?

If you missed a rent payment, the most important first step is to communicate with us. The best way to do this is to email with information on your payment timeline. We do not accept late payment requests in anything but writing.

Our job at Rentor is to make sure that you have a comfortable and peaceful home, but also to enforce your lease agreement.

We understand that there are extenuating circumstances that can lead to delinquent rent. Email support@rentor.com or use the contact page.

Can I make a partial payment now and pay the rest off later?

Thank you for being proactive and checking in about rent payments.

Even after a partial payment, you will continue to receive texts and emails regarding rent collection.

Options:

  1. Pay with a credit card through the resident portal.
  2. Borrow money from third party sources and make payment to Rentor.
  3. You can request a deferred payment plan in writing. Email support@rentor.com. Your request will be declined if the request is not completely filled out. Once the request is received we will contact you with a decision within 5 business days. Understand that this request does not waive or change any of the terms of the Rental Agreement. Even if a deferred payment plan is approved, you will continue to receive texts and emails regarding rent collection.

We are here to help. Please reach out if you have any more questions.

How do I access my online portal?

Log in to the resident portal. That is where residents pay rent and request maintenance.

How do I update my contact information using my tenant portal?

Log in to your resident portal and open the Account Profile tab to view and update your contact information.

Why do I owe more rent money if I just moved in recently?

Prorated rent is used for tenants who only occupy a property for part of the month. Every month is considered a 30 day month, commonly known as a "bankers month."

When you move in, we prorate rent based on the move-in date. We always charge full rent on the first month, and prorate the next month's rent.

If your move-in date is near the end of the month, you may end up paying a little bit of prorated rent shortly after paying your move-in rent. The due dates don't change.

Why does my tenant statement say I owe rent even though I paid my rent?

Your tenant statement may show a portion of your rent is still owed if there were other charges on your ledger that were paid first.

When you make a payment towards your account, that payment goes towards other charges first and then rent. Other charges may include utility fees, insurance, maintenance, etc. and payments go towards these charges before rent. If the payment does not cover the entire balance owed, then your tenant statement will show a portion of your rent still being due.

The rental agreement states, "Landlord may apply any payment made by Tenant to any obligation of Tenant to Landlord notwithstanding any dates or other direction from Tenant that accompanies any such payment. Any attempt by Tenant to allocate a payment in any other way shall be null and void."

Please feel free to email us at support@rentor.com if you have any questions regarding your tenant statement.

Why am I still receiving rent collection reminders if I have a payment plan or a different due date?

Even with an approved payment plan or a different due date than the 1st, you will continue to receive texts and emails regarding rent collection. Please know that if you pay the balance owed following your agreed payment plan or on your rent due date, you will be okay.

We are here to help. Please reach out if you have any more questions. Use the contact page or support@rentor.com.

Maintenance

What are the Rentor maintenance policies?

Rentor provides the following as a general guide, but all items in this guide are superseded by the written rental agreement. Tenant agrees to follow the maintenance instructions, and understands these instructions prevail unless otherwise stated in writing.

If it is an emergency, call 911.

For all other maintenance issues, log in to the resident portal or call 707.444.3835 and choose the 24/7 Maintenance Hotline.

Procedures for requesting maintenance:

  1. All work orders must be submitted in writing unless you have an emergency. Before submitting a work order, check to see if you can determine the cause of the problem.
  2. Determine the priority of your maintenance request. Not everything is an emergency. Your request will be handled in the order it was submitted. The response times below are based on goals and are not guaranteed.
    • Emergency: situations that are a threat to the safety or health of individuals or may cause major damage to the property. Examples include fire, electrical hazards, flooding, or a tree falling on the house. Target response time: less than eight hours.
    • Urgent: situations that may interrupt the normal enjoyment of your home or that could develop into an emergency if not dealt with soon. Some examples include a leaking faucet, slow drains, constantly flushing or running toilets, a malfunctioning appliance, loss of hot water, or malfunctioning sprinklers. Target response time: 7 days.
    • Routine: issues that should be done to protect the long-term value of the property or ensure the comfort of the tenant. Examples include broken window screens, repairing fencing, gutter cleaning, and driveway or parking lot maintenance.
  3. Emergencies: call 911 first, then call Rentor at 707.444.3835 and choose the Maintenance Hotline.

All non-emergency work orders must be submitted in writing. If we are unable to resolve the problem, Rentor will approve the work order and assign a vendor. Rentor does not sign out keys to vendors. It is your responsibility to provide them with access. Be sure to coordinate with the vendor or Rentor if your schedule changes. If you do not hear from the vendor after the work was submitted, report this to the staff. If anything changes with the situation, please update the work order on the portal, by email, or by calling. After repairs are complete, call or email to tell us if the problem was fixed satisfactorily.

If you schedule an appointment with a vendor and fail to show up or have the home open for them, you will pay a no show trip charge.

Rentor is responsible for repairing or replacing items broken by normal wear and tear. Some repairs are necessary due to accidents, misuse, or failure to report a problem. Tenants will be responsible for charges in situations such as:

  • Failing to report necessary repairs.
  • If there is a service call and it turns out it was just a tripped circuit breaker.
  • When appliances fail due to operator error.
  • When residents cause sewer stoppages or blockages.
  • If the tenant fails to meet a vendor at an assigned appointment and there is a vendor charge.
  • If the tenant or the tenant's guests or invitees cause damage to the property.
  • If the tenant's pet causes damage to the property.
  • If the tenant reports a repair which does not require service.
  • If the tenant fails to replace a battery for a smoke detector or a remote door opener, and causes a service call for only battery replacement.
  • For replacing doors, jambs, broken glass and/or windows unless the tenant provides a police report detailing the cause of the problem showing forced entry by others.
  • For damage to walls, carpets, floors, and similar surfaces because the tenant left the windows or doors open during rain or wind.

It is the responsibility of all tenants to report repairs and maintenance problems, including any sign of mold, toilet and faucet leaks and plumbing backups, electrical problems, heating and air-conditioning problems, inoperative smoke detectors, faulty appliances supplied with the property, roof leaks, broken windows and doors, fence repair, malfunctioning sprinklers, any other necessary repairs or unsafe condition, and major pest control items such as bees, cockroaches, rats, termites, or other major infestations.

Tenants are not to do the following:

  • Do not wash draperies.
  • Do not perform electrical work (this does not include changing light bulbs or batteries).
  • Do not mar, deface, or change walls, woodwork, flooring, or landscaping of the property without prior permission from the landlord or the landlord's agent.
  • Do not perform repairs unless authorized by Rentor or outlined in this guideline.
  • Do not deduct any unauthorized or pre-authorized maintenance expense from rent. If you are authorized to conduct maintenance, you will receive payment like any other vendor. Be sure to retain receipts and turn them in with your invoice once the work is complete.
How do I submit a maintenance request?

If you need maintenance in your rental home, please contact Rentor using the maintenance request form in the resident portal. Maintenance requests go straight to our maintenance manager, and are handled on an emergency / non-emergency basis.

If you have trouble using our automated service request form, you can also call our office at 707.444.3835.

For police or fire emergencies, call 911 before calling Rentor. For gas leaks, please leave the home immediately, and contact PG&E at 800-743-5000, and then Rentor. Your gas company will typically visit the home within 1 hour to identify and correct gas leaks.

What is considered a maintenance emergency?

Any immediate threat to life or property is considered a maintenance emergency. All other maintenance issues will be addressed during business hours.

See also What are the Rentor maintenance policies?

Will I get charged for maintenance at the property?

Yes, if resident damage or neglect causes the maintenance problem, you will be charged for it. Also, you can be billed for a service call if you miss a scheduled appointment with one of our maintenance contractors. For your protection, we recommend performing a Property Condition Review Checklist on your move-in day to document any existing discrepancies in the home.

Should I call you if we had an accident and know it was our fault?

Absolutely! We have very affordable and professional contractors that can fix anything and at volume discount rates. We can help you avoid emergency repair costs, and can find the most affordable repair for you to minimize the impact of an honest mistake. We appreciate your honesty in reporting the issue, and will reciprocate with honest low cost repairs or cleaning that gets you back on track.

How do I find out the status of my maintenance request?

To keep you informed of when maintenance requests will be addressed, you can view dates for scheduled work orders through your resident portal.

Log in and click on the Maintenance tab to view the status of your maintenance request.

If you have any questions or wish to request an additional status update, call 707.444.3835 or email support@rentor.com.

My fridge / refrigerator has a problem. What do I do?

Your refrigerator is provided to you by the Property Owner as a convenience, but, unless stated otherwise on the Rental Agreement, its operation is not warranted by the Owner.

If maintenance is needed, notify us first and allow an opportunity to repair, but if the Owner elects not to repair, you must either go without the use of this item, or repair or replace at your expense as it is left for your convenience by the Owner. If you are notified that the Owner has elected to not repair or replace the fridge and you do repair or replace the refrigerator at your expense, the fridge is yours to keep.

What do I do if I suspect there is mold?
  1. Take pictures and submit a maintenance request in the resident portal.
  2. We will have a vendor contact you to inspect the property.
  3. We will follow up with you to discuss next actions.
How do I check my smoke detector and carbon monoxide detectors?

The landlord is responsible for providing smoke detectors and carbon monoxide detectors, but the tenant agrees to periodically test the units and notify the landlord if there are any issues.

Important: Please let us know if you cannot safely check your smoke detectors or carbon monoxide detectors and a member of our team can perform the test. Call 707.444.3835.

How to test smoke detectors (opens in new tab)

What do I do if there is a fire?

If there is a fire, get to safety and call 911 immediately.

After you call 911, call the 24/7 Maintenance Hotline at 707.444.3835 and report the situation.

Habitable after fire. The property will be repaired and cleaned and, once deemed habitable, you will be allowed to occupy the unit.

Uninhabitable after fire. If the property is uninhabitable, your tenancy will be terminated and your security deposit may be applied towards the insurance deductible.

Can I do maintenance on my residence and then bill you?

No.

Can I install a satellite dish?

No, you may not install a satellite dish without written approval. Please contact us at support@rentor.com to request a satellite dish.

We will put in a work order for the satellite dish request and contact the owner.

If it is approved by the owner, we will generate a cable/TV/satellite approval letter with specific instructions on the method for installation and confirming your responsibility if there are any damages. You must not install the equipment until you have received approval.

Can I install security cameras?

No, you may not install security cameras without written approval. Please contact us at support@rentor.com to request authorization to install security cameras.

We will put in a work order to track the request to install security cameras and will then contact the owner.

If it is approved by the owner, we will generate an approval letter with specific instructions on the method for installation and confirming your responsibility if there are any damages. You must not install the equipment until you have received approval.

Can I fly a U.S. flag? Can I put a United States of America flag on a flag pole?

You are not authorized to make alterations to the property without prior approval. Please read the U.S. Flag Code (opens in new tab) and then provide us a proposal. We will work to let you know if the alteration is authorized within 5 business days. Send the proposal through the contact page.

Are flushable wipes flushable?

There is no such thing as a "flushable" wipe. It is a violation of your rental agreement to cause plumbing issues. Flushing "flushable" wipes can cause plumbing blockages which you will be charged for.

Wipes clog pipes (opens in new tab) and "Flushable" wipes are terrible for plumbing (opens in new tab).

How do I reset a garbage disposal?

Most garbage disposals have a reset button you can use this button to reset the garbage disposal. An Allen wrench is needed to reset others. Please make sure to keep your hands out of the garbage disposal at all times and the breaker is off for the disposal.

What is a GFI switch, and how do you reset it?

GFI stands for "Ground Fault Interrupter" and protects people from being shocked. GFI outlets usually placed in garages, kitchens and bathrooms or other water sources in homes that need an electrical outlet within six feet of the source. If the GFI is tripped, you can lose power to a whole room or part of the house. You can reset the GFI to restore power. The GFI outlet has a test button and a reset button. If the outlet is working correctly, you can press the test button and the outlet will be shut down until you press the reset button. The test button should be tested monthly to insure it is working correctly.

Move out

How do I give notice to move out?

It is important to refer to your lease for the specific terms in your residential agreement. Leases typically require a minimum 30 day notice, including leases that have transitioned into a month-to-month status. The 30 day notice starts as soon as we receive written confirmation that you intend to vacate the unit.

Send that written confirmation through the contact page or email support@rentor.com.

How does the move-out process work?

If you wish to submit your notice to vacate, please note that a minimum of 30 days notice is required. The 30 day notice starts as soon as we receive written confirmation that you intend to vacate the unit. See How do I give notice to move out?

Special cases:

Turn in keys as described under How do I turn in my keys? Your security deposit accounting is mailed within 21 days. See When will I receive my security deposit?

Can I move out even though I'm on a lease?

Please understand that leaving your rental property early means that you would be breaking your lease agreement. It may be advisable that you consider withdrawing your notice to vacate and remain in the property until your lease expiration date.

If you do wish to vacate, you can minimize your out of pocket expense by giving us notice at least 60 days prior to the day you intend to vacate and assisting with the leasing process by keeping the property in a "show ready" state and being flexible for showings while you prepare to move out. You will be liable for rent until the unit is re-rented or your lease expires.

Excepting for special cases (opens in new tab), California Landlord / Tenant Law provides that if you break your lease and move out early, you will remain responsible until the lease expires or until we are able to re-lease the property to another credit-worthy applicant to replace your tenancy. You would also be responsible for additional cost, (in full or prorated) including (but not limited to): rents, fees and cost as defined in the lease, advertising cost, real estate leasing fees and costs, attorney's fees, court costs, possible maintenance expenses, and other expenses as allowed by your Rental Agreement and State law.

Failure to keep your account current could also result in legal action or collections efforts that could ultimately affect your credit standing.

Please review your rental agreement. If you have any questions, please contact our office at 707.444.3835 or through the contact page.

I'm not ready to move out yet. Can I extend my move out date?

If you want to request to extend your move out date, please know that there are two major issues that can occur:

  1. The owner may not approve your request for an extension.
  2. We may already have an approved applicant who has paid a deposit and is planning on moving in based on your scheduled move out date.

To request a move out date extension:

  1. Send the request in writing at least 10 business days prior to your scheduled move out date. Use the contact page or support@rentor.com.
  2. Wait 2-3 business days for us to process your request. We will check if there is an approved applicant with a set move in date and see if we can get approval for an extension on the move out date.
  3. We will notify you in writing if the extension is approved or not. If it is approved, you are responsible for payment for rent up to the new move out date. If the extension is not approved, you will be required to vacate on the original scheduled move out date.

If your request for a move out date extension is approved, you will be responsible for rent, and any other recurring charges, up to the new extended move out notice date (even if you move out prior to the extended notice date). If you are still occupying the unit after your new move out notice expires, you will be considered an unauthorized holdover tenant and will be responsible for rent and other charges until you vacate.

Can I take back (cancel / rescind) my notice to vacate if I want to stay?

A request to withdraw a notice is not automatically approved. If someone is planning to move into the property or the owner has decided to sell, Rentor may not be able to approve the request.

Send the request in writing through the contact page or support@rentor.com. If the request is approved, Rentor will send written confirmation approving the request along with a lease extension. If the request is not approved, you must vacate the premises on the previously scheduled move out date.

When you decide on a new moving date, you must submit a new 30 day notice of intent to vacate.

How do I turn in my keys on the day of my move out?

In order for you to be officially moved out, you'll need to vacate the unit and ensure all doors are locked. Note that if we do not receive keys, the cost of rekeying will come out of your security deposit. You can return the keys to our office during business hours or, if you are not able to drop off in person, you can notify us via email that you have surrendered possession of the home and left the keys on the kitchen counter with the doors locked.

  1. Outgoing tenants are required to place all keys and remotes turned over to them at the beginning of the lease on top of the kitchen counters.
  2. Outgoing tenants agree to take a picture of the items left behind and email that picture to support@rentor.com. Include the address in the subject line.
  3. By sending a picture of the keys and remotes left in the home, you are indicating that you are surrendering the home and have vacated.

If you do not have email, you may call 707.444.3835 and leave a message that you have released possession of the unit and left the keys on the kitchen counter with the doors locked.

How do you come up with security deposit charges?

We follow the same process for all move outs and security deposit itemizations:

  1. Move out inspection.
  2. Review the inspection to determine if any make ready repairs or cleaning will be charged to the security deposit.
  3. We review unpaid rent and charges, repairs and cleaning, missing items, water and trash utilities, lease violations, keys, unpaid maintenance reimbursement, unpaid homeowner association damages, and other items described on the statement.
When will I receive my security deposit?

California State Law requires that we mail your refund and/or a statement showing how your security deposit is being used within 21 days of your move out. It will be mailed to the forwarding address you provided at move out. If you did not provide a forwarding address, please email it to support@rentor.com.

If the work on your former rental is not completed for whatever reason, we must send you a good faith estimate instead, along with an estimated refund if appropriate.

Once we receive the final invoices for all the work completed we will send you a final version of the security deposit. If you have any questions or wish to dispute the charges at that time, see How can I dispute the security deposit charges?

Who retains the tenant's security deposit?

The owner of the property retains the security deposit and is responsible for the return of the security deposit to the tenant, which may or may not be facilitated by Rentor.

Can you send my security deposit via direct deposit into my bank account?

Yes, but all tenants must sign a document confirming the routing and bank account information.

Start with your notice of intent to vacate and provide the routing and account numbers. Contact us through the contact page or support@rentor.com to request the document.

What does it mean that I received an "estimated" security deposit?

California State Law requires that we mail your refund and/or a statement showing how your security deposit is being used within 21 days of your move out.

If the work on your former rental is not completed for whatever reason, we must send you a good faith estimate instead, along with an estimated refund if appropriate.

Once we receive the final invoices for all the work completed we will send you a final version of the security deposit. If you have any questions or wish to dispute the charges at that time, see How can I dispute the security deposit charges?

What does this mean on my move out accounting statement / security deposit disposition?

Here are example items that may appear on your move out accounting statement / security deposit disposition:

  • Unpaid rent and charges. Charges for unpaid rent or other charges as listed on your rental agreement.
  • Repairs. Charges for repairs for damages beyond wear and tear.
  • Cleaning. Charges for cleaning for damages beyond wear and tear.
  • Painting. Charges for painting for damages beyond wear and tear.
  • Gardening. Charges for gardening for damages beyond wear and tear.
  • Replacement costs for missing items. Charges for missing items, for example furniture or other items inventoried at move in.
  • Unpaid water, trash, or other utilities.
  • Keys. Charges for replacing keys or rekeying the property.
  • Unpaid maintenance reimbursement. Charges related to previous maintenance work that was charged back to your ledger.
  • Unpaid homeowner association damages.
  • Other. Charges that will be described on the statement.

If you have any questions regarding your security deposit accounting, please email support@rentor.com or call 707.444.3835.

How can I dispute the security deposit charges?

Be assured that with all security refunds, for the protection of both parties, great care is taken to ensure the accuracy and integrity of our reports.

Your security deposit statement will itemize deductions (if any) that were deemed necessary against your security deposit. In the event any deductions were made against your security deposit, please be assured that we did our best in your interest to hold them to a minimum.

If you feel that an error was made or disagree with our findings and wish to bring it to our attention, please be advised that we do not discuss security deposit matters in person or by telephone and all inquiries regarding security deposit statements must be conducted in writing.

  • It is highly recommended that you bring a copy of your lease, the settlement statement, and any other applicable documents related to your case to your attorney for a full review and explanation.
  • Please send any inquiries in writing to us along with the uncashed refund check to: Rentor, 3109 H St., Eureka, CA 95503.

We will gladly review your case and contact you if we make any revisions. If no changes are made, we will re-send your refund check to you at your designated forwarding address.

How can Rentor help if I can't live in my property?

If a property becomes uninhabitable during your tenancy, we will coordinate with you to vacate the unit and you will be credited the rent as of the day that the property became uninhabitable (unless it became uninhabitable because of your actions or inactions).

A tenant also must repair all damage that he or she causes, or that is caused by the tenants' guests, children, or pets. California Civil Code section 1941.2 requires the tenant to do all of the following:

  1. Keep the premises "as clean and sanitary as the condition of the premises permits."
  2. Use and operate gas, electrical, and plumbing fixtures properly. Examples of improper use include overloading electrical outlets, flushing large, foreign objects down the toilet, and allowing any gas, electrical, or plumbing fixture to become filthy.
  3. Dispose of trash and garbage in a clean and sanitary manner.
  4. Not destroy, damage, or deface the premises, or allow anyone else to do so.
  5. Not remove any part of the structure, dwelling unit, facilities, equipment, or appurtenances, or allow anyone else to do so.
  6. Use the premises as a place to live, and use the rooms for their proper purposes. For example, the bedroom must be used as a bedroom and not as a kitchen.
  7. Notify the landlord when deadbolt locks and window locks or security devices do not operate properly.

If the tenant does not perform these duties and causes the property to become uninhabitable, the tenant cannot require the landlord to repair the property to make it habitable. Similarly, the tenant cannot require the landlord to repair the property if the tenant substantially interferes with the landlord's ability to repair defects (for example, by not allowing the landlord's electrician to enter the apartment to fix faulty wiring).

California Department of Consumer Affairs landlord/tenant guide (opens in new tab)

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