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Resident Services: Guarantees / Pledges to Serve |
Whether you're thinking about living in a Sequoia community, currently reside with us, are a service provider, or just looking for a great place to work, Sequoia has a variety of services designed to make your experience with us both positive and referral-worthy.
Sequoia's New Resident 30-Day Refund Policy
While it can often be seen as new and exciting, moving can also be one of life's most stressful events. At Sequoia, we want to minimize the stresses related to your move in any way we can. If you're not completely satisfied with your initial move-in experience, simply notify the Community Business Manager in writing* within 30 days of your move-in date.
After your move-out from the community, we'll refund your application fee plus your deposit, less any damages and concessions, including (but not limited to) move-in and rent concessions, within 21 days.
As a resident, you are responsible for your rent payment for the 30 day time period after the office receives your written notice, and you must move out within that specified time period.
If you prefer, you may choose to transfer the fees and deposit to another Sequoia community, provided your request is submitted in writing within the 30-day notice period. Please keep in mind that a transfer applies to a similar size unit and/or market value. If you choose to upgrade, you may need to re-qualify prior to approval.
* As a new resident, you must complete a notice-to-vacate form and schedule a pre-move-out inspection. Any other written notice will not qualify.
72 Hour Sequoia Service Guarantee
We guarantee to complete any routine service request within 72 hours (three business days) from the time your written service request is submitted either by phone, in person, or online to the Resident Service Center.
Should we miss our 72 hour commitment, we will credit you one day's rent for each day* your request is delayed. Residents must notify the community management team in writing if the request was not completed satisfactorily. If we agree that the request was not completed satisfactorily, a second maintenance request will be submitted, and rent credit will begin on the date of that second request.*
Our professional service team has a goal of completing all routine service requests within 72 hours. Unfortunately, routine services may sometimes take a bit longer due to the need for outside vendor services and/or non-stock parts.
Sequoia's Service Guarantee covers all routine service requests submitted by phone, in person, or online AND with your permission to enter, Monday through Friday. Weekday requests placed after 4:00 p.m. will be considered to have been placed the following morning at 9:00 a.m. Requests after 4:00 p.m. on Friday will be considered to have been placed the following Monday at 9:00 a.m. Holidays are excluded.
*Rent credit not to exceed 7 days.
Examples of Routine Service Requests may include the following:
- Appliances
- Electric Keys and Locks
- Lighting
- Hardware
- Water Heater Repairs
- Plumbing
- Heating & Air Conditioning
Examples of Non-Routine Service Requests include, but are not limited to:
- Roofing
- Painting and Floor Coverings
- Pest Control
- Window Coverings
- Foundation and Structural Repairs
- Utility and Cable Repairs
- Repairs Requiring Non-Stock Parts/Supplies
- Outside Vendor Services
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