FREQUENTLY ASKED QUESTIONS:

Helping with answers to commonly asked questions.

What do I do if My Home Profile username and password are not working?

If you have any issues logging into your My Home Profile account, please contact the Kolter Urban Customer Service Department at (561) 267-7618 or at customerservice@koltercare.com.

How do I handle a Service Request?

All service requests need to be entered into your My Home Profile account which can be accessed at www.MyHomeProfile.com. This site can be utilized to submit all warranty and service requests, and track the completion thereof. If you experience any difficulty with entering these items please email the Kolter Urban Customer Service Department at customerservice@koltercare.com.

What to expect after submitting a Service Request?

  • After you submit your service request, a Kolter Urban Representative will review the information submitted and investigate your concerns.
  • We may need to send employees or contractors to your residence to inspect the issue, which will occur during normal business hours. As long as the issue outlined in your service request is covered by warranty, we will have it repaired.
  • If the item is a maintenance issue, we will review the maintenance steps with you and offer whatever informational assistance we can.
  • If you have an emergency situation, please follow the emergency services procedures listed on the emergency service request page.

What is considered an Emergency Service Request?

Emergencies are defined as problems that require immediate action to protect you, your family members and invited guest from harm and to avoid damage to your residence.

These problems include:

  • A plumbing leak which requires that the water supply be shut off to avoid serious damage.
  • The plumbing drain system in the entire residence stops working. This includes sinks, toilets, and tubes that are not functioning properly.
  • A total electrical failure.
  • Water intrusion from another residence.

A malfunctioning hot water tank, air conditioner, or appliance is not considered an emergency, but we do understand the inconvenience these can cause, so they are treated as urgent matters.

How do I handle an Emergency Service Request?

In case of an emergency, your first step should be to protect your family members and invited guest from harm. Once you are sure of everyone’s safety, you should take the steps to minimize any type of damage that may occur. Damage from a plumbing leak can be reduced by turning off the water main to the residence.

Do not postpone addressing an emergency. When an emergency occurs, please call the Kolter Urban Customer Service Department at (561) 267-7618. A Kolter Urban representative will be contacted and will respond to your emergency.

What steps should I take before leaving my residence for an extended time?

Be sure to lock everything. This may seem obvious, but one that people often forget.

The air conditioning unit should be kept running at all times. It is recommended to keep the temperature of the unit at 78 degrees to maintain air circulation and to maintain humidity below 65 percent.

Turn off the main water supply. The shut off valve to the Main Water Supply can be typically found next to your hot water heater.

Turn off power to hot water heater. This can be done by flipping the circuit breaker. Your load center with all of the circuit breakers is typically located in the laundry room or the hallway of your residence. When you open the door of the load center you will see a card showing the location of the hot water heater breaker.

It is recommended to have someone check on your residence while you are away. This person can ensure the residence is in good order. Some of the items they can check are doors and windows, run the faucets and showers, and flush the toilets. Be sure to note that they will need to turn on the main water supply before checking faucets, showers, and toilets. This pipe is under pressure so turn the valve slowly to allow the water pressure to gradually build up. Once their check of your unit is complete they will need to turn off the main water supply valve.

What steps should I take when coming back to my residence after an extended period of time?

Adjust the temperature setting on your thermostat to your desired temperature for your residences.

Turn on the main water supply valve. This pipe is under pressure so turn on the valve slowly to allow the water pressure to gradually build up.

Turn on power to hot water heater. This can be done by flipping the circuit breaker. Your load center with all of the circuit breakers is typically located in the laundry room or the hallway of your residence. When you open the door of the load center you will see a card showing the location of the hot water heater breaker.

My AC stops working what steps should I take?

Here are a few common reasons for the AC unit to stop working:

  • Check the circuit breaker to make sure it is in the on position.
  • Check the thermostat and make sure it is set to cool at the current temperature and working properly.
  • Check your air filter. A dirty filter reduces air flow and causes ice to form on your coils. This will cause your AC to freeze and stop working. Turn your AC off and allow ice to melt from coils at room temperature. This process can typically take up to 12 hours but is subject to the extent the coils are frozen. Once the ice has melted from the coils replace with a new or clean air filter.
  • Check your drain pan. If you see any standing water you may have a clogged condensate drain. Contact your air conditioning maintenance provider to clear the clogged line.

If none of the above contact the Kolter Urban Customer Service Department and enter a service request through My Home Profile and we will have a service tech take a look.

These are some of the reasons we strongly advocate regular air conditioning maintenance program for your residence.

What if I have a ding or scuff mark in my drywall?

During your homeowner walk any drywall blemishes were noted and corrected. A ding or scuff mark in your drywall that occurs after your closing is not a warranty item. These can happen during general everyday use of your residence. If drywall damage does occur, the Kolter Urban Customer Service Department can get you in touch with the right subcontractor to do the repair.

What do I do if my service is out? Some examples may include electric, water, or cable and internet.

Please note that if a service is out in an entire area, attention from the local Utility or Cable Company is needed. Trade contractors are unable to help with such outages. If the property management team is available contact them for immediate help and updates on service in your area. Your local providers contact information can be found on the Kolter Care home page. Under the Residence Information section click on your community for the local provider contact information.

What does the Sabbath Mode feature do on my appliances?

The Sabbath Mode feature is designed for the traveler or for those whose religious observances require turning off the lights and ice makers. Please reference your appliance use and care manual to understand how to activate or disable Sabbath Mode.

Where are the fire sprinklers located in my residence?

The fire sprinklers are devices that are installed in the ceilings or on the walls near the ceilings. The sprinkler heads are essentially nozzles that will spray water on a fire automatically. You may find various types of sprinkler heads in your residence. Concealed heads which are typically covered by a 3 5/8” circular white flat plate and are found underside of the dropped ceilings. Semi-recessed heads are located in the sides of walls and soffits. The semi-recessed heads have the actual devices exposed.

Be sure not to touch, hit or bump the sprinkler heads.

What sets a sprinkler off?

Sprinklers are activated by heat, generally 135 degrees Fahrenheit or higher. The only way there is going to be this much heat in a room is when there is a fire. Once a fire breaks out the sprinklers will be activated within minutes if not seconds.

If a sprinkler is accidently hit it may be activated. Be sure not to touch, hit or bump the sprinkler heads. Once a sprinkler head is activated the fire department is notified immediately. Water will continue to flow out of the sprinkler head and will be turned off by fire department when they arrive on site and determine that there is not a fire.