Emergency Situations

If a maintenance request IS an EMERGENCY please call our office at (415) 550-0300. If a maintenance request IS an EMERGENCY after hours, weekends, or holidays, please contact your resident manager, if you are unable to reach your resident manager, please call our on call staff at (415) 726-0533, calls only, no texts or Lana August at (415) 720-0820. If you require maintenance that is not an emergency, please complete the Maintenance Request Form via Rent Café Resident Portal.

Resident Manager: In all emergency situations your first contact should be with the Resident Manager. If there is no Resident Manager or you cannot contact the one for your building; then follow the instructions indicated here.

The following are some guidelines as to what constitutes an emergency. Remember, an emergency is anything relating to the property under the lease that is threatening to life, health, or the property and cannot wait until the next business day for repair. MAG management has the right to determine the status of maintenance requests.

Clogged Toilet: This may be considered an emergency ONLY if there is only one toilet in the unit AND you have made every effort, including plunging to clear the stoppage yourself. (In any case, turn off the valve behind the toilet, shut the lid and clean up any mess-due to health issues MAG management representatives are not allowed to begin work until the area is cleaned up and essentially free of bacterial contaminants.)

Broken Pipe: Turn off the water valve to the broken pipe or to the exterior water main, if you can locate it, until maintenance arrives. Do everything within your power to contain any leaking or flooding.

Heater Repair: This may be considered an emergency ONLY if the outside temperature is falling below 50 degrees and, in the case of building supplied steam heat, you are convinced that the boiler isn’t just late in turning on. In the case of electric heat check all fuses or circuit breakers. In the case of gas heat, especially if you smell gas (a rotten egg smell) contact PG&E immediately (800-743-5000) to report the problem.

Gas Odor: (Important note – natural gas has the unmistakable odor of rotten eggs.) If you suspect an appliance is leaking gas, turn off the appliance and turn off the gas supply to that appliance (you should be able to find a shut-off handle somewhere on the supply line.) Then call PG&E immediately (800-743-5000).

Broken Doorknob, Lock, or Window: This may constitute an emergency ONLY IF IT PREVENTS THE RESIDENT FROM PROPERLY SECURING THE UNIT. If temporary measures can be taken until normal business hours, residents should wait until the next business day to contact MAG management.

No Electricity: This may be considered an emergency ONLY if there is no electricity throughout the unit AND 1) The Resident has called PG&E’s outage line (800-743-5002) AND PG&E is not at fault; 2) After Resident has checked all circuit breakers by flipping them hard to the OFF position and then hard to the ON position and has reset any and all GFI breakers (these garages) OR any fuses have been checked and replaced if burned out. Partial outages do not constitute an emergency. If a wall switch or outlet begins to smell like it is burning, turn off the switch or unplug items from the outlet and turn off the circuit breaker or remove the fuse.

The above issues are the basic calls which MAY constitute an emergency. If you have a situation other than the4se which seems immediately hazardous, damaging, or detrimental, please call our office, or if after-hours, please contact our on call staff at (415) 726-0533 (calls only, no texts) or Lana August at 415-720-0820.

The following maintenance issues are NOT generally considered emergencies:

• Refrigerator not working
• Oven not working
• Lockouts
• Pest control

Neglect: The resident is responsible for payment of any invoice for which a repair was made for damage, etc. caused by their misuse or neglect.

PLEASE REMEMBER – RESIDENT IS RESPONSIBLE FOR MOVING ANY PERSONAL ITEMS A SUFFICENT DISTANCE AWAY FROM THE AREA TO BE REPAIRED OR ITEM/EQUIPMENT TO BE SERVICED. MAINTENANCE STAFF WILL NOT MOVE PERSONAL ITEMS!