FAQ's

Our office is open Monday through Friday form 8:30am to 5pm to answer any questions you have. You can call, email or text message. For emergencies, you’ll receive a dedicated emergency hotline to call for maintenance help after-hours.

If there’s a question, concern or issue with the professional (super or cleaning porter) assigned to your building, please let us know first and we’ll communicate the issue to him/her. This keeps the communication streamlined and efficient.

Your super or porter is vetted through a process that includes a criminal background and professional references check, as well as a face-to-face, two-level interview.

The criteria for acceptance into our network includes the following factors:

• Reliability and consistency
• Honesty and trustworthiness
• Competence, ability and experience
• Self-initiative (necessary trait for part-timers)
• Communication
• Being organized and record-keeping (filing papers etc.)
• Availability
• Attitude and friendliness
• Cost

We also vet them through feedback from our customers, our continued interaction with them, and review of their work quality.

Your building will be assigned a dedicated super or porter with a professional track record. He/ they will be your primary Porter or Super. However, when your primary Super or Porter is out sick, on vacation, or is otherwise unavailable, there may be other porters or supers who fill in for him and pick up his tasks.

While your residents may not be accustomed to seeing new faces in the building from time to time, we highly recommend implementing a team of porters or supers other than the primary Porter or Super for handling the building’s tasks throughout the year.

This reduces the learning curve that’s needed for a backup Super or Porter to become familiar with your building if your primary Super or Porter is out sick, etc.

Knowing your building’s layout and schedule ahead of time, and being able to jump right into the role of the primary Super or Porter, your building maintenance services will be kept going without disruption, no matter what happens.

If your building residents are sensitive to these personnel changes, we can send all residents a notice of the new team member(s) with photos and background profile in advance of the service.

Anytime you experience an emergency, contact us and we’ll send a Super over right away. The only time this won’t happen right away is if the management or Board has indicated a preference for its own protocol.

We may send the assigned Super or another available Super within our network.

In general, there may be charges when:

• Your Super is not at the building; or

• if the emergency and its aftermath cannot be resolved within 15 minutes or less

*There is no charge for using our 24/7 emergency call center or connecting to our remote troubleshooters.

In general, if your Super is rushed to the building in order to address an emergency when he’s not normally scheduled, there may be a visiting charge.

If you’re concerned about the costs but worries , here’s what you can do:

First, check back 1 to 3 years and see what kinds of emergencies and related costs your building has had. Ask yourself, what kinds of emergencies were these (for example, water leaks, lockouts, heat complaints). Next, could any of these have been prevented by a vigilant building staff member prior to the emergency; or could the emergency have been stopped or solved quickly right there and then, and then repairs held off until the next business day?

In reality, based on our data, emergencies don’t occur as often as you may think, and many emergencies can be resolved rather inexpensively. There’s just too many cases to go over here to show how this is true, but feel free to reach out to us and we will provide some great examples from over a 20 years of experience dealing with building emergencies.

We can also help you save money by teaching you how to use our remote problem-solving option as much as possible. Learn and implement our critical protocols for handling emergencies (we’ll help you with how-to videos customized for your building).

      Sure, you may request the same professional to service your building every time. However, we strongly recommend rotating at least two team members on the building’s duties in case the primary team member is out sick or goes on vacation. The other member can jump right in and ensure that service is consistent and uninterrupted. Moreover, having multiple rotating team members is included for free in the base service charge. Why resist? 

Anytime you experience an emergency, contact us and we’ll send a Super over right away. The only time this won’t happen right away is if the management or Board has indicated a preference for its own protocol.

We may send the assigned Super or another available Super within our network.

In general, there may be charges when:

• Your Super is not at the building; or

• if the emergency and its aftermath cannot be resolved within 15 minutes or less

*There is no charge for using our 24/7 emergency call center or connecting to our remote troubleshooters.

In general, if your Super is rushed to the building in order to address an emergency when he’s not normally scheduled, there may be a visiting charge.

If you’re concerned about the costs but worries , here’s what you can do:

First, check back 1 to 3 years and see what kinds of emergencies and related costs your building has had. Ask yourself, what kinds of emergencies were these (for example, water leaks, lockouts, heat complaints). Next, could any of these have been prevented by a vigilant building staff member prior to the emergency; or could the emergency have been stopped or solved quickly right there and then, and then repairs held off until the next business day?

In reality, based on our data, emergencies don’t occur as often as you may think, and many emergencies can be resolved rather inexpensively. There’s just too many cases to go over here to show how this is true, but feel free to reach out to us and we will provide some great examples from over a 20 years of experience dealing with building emergencies.

We can also help you save money by teaching you how to use our remote problem-solving option as much as possible. Learn and implement our critical protocols for handling emergencies (we’ll help you with how-to videos customized for your building).

      In addition to check and money order, we accept all major credits (Visa, Mastercard and Amex) and Paypal. We also offer discounts for direct payment and direct deposit via ACH. Interested?  Ask us how! 

      Yes, we’re familiar and experienced with many types of green cleaning agents and methods that are intended to minimize or eliminate toxicity exposure to humans and pets. If you have a green product or method that you already use, or would like to try some of our suggestions, just let us know and we’ll get your super on board right away.

      We totally understand – taxes are a bummer.

      However, New York State and New York City requires that such services that we and our supers provide are subject to sales tax. The City Sales Tax rate is 4.5%, NY State Sales and Use Tax is 4% and the Metropolitan Commuter Transportation District surcharge is 0.375%, for a total Sales and Use Tax of 8.875 percent. 

     You can also visit the NYC government website at: http://www1.nyc.gov/site/finance/taxes/business-nys-sales-tax.page

​

Any tool, equipment or supplies needed on a regular basis for your super’s routine performance of duties are not included in our fee and must be provided by the building. Such items are:

• mop
• broom and dustpan
• paper towels/ rags
• vacuum
• garbage and recycling bags
• cleaning solutions
• safety gloves
• snow shovels and ice melt
• batteries for the smoke/ carbon monoxide detector

 In order to give your super the right tools and materials he needs to get the job done successfully, we ask that these items are made readily available and, if missing, provided promptly so as to keep his or her work flowing without interruption. We’ll let you know such items run low and when your super will need them.

If you prefer, or in the case of emergency, we can also provide these items to the building. When we do, we attach a small fee to our purchase cost to cover some administrative coordination and for the upfront use of our credit.     

 For most jobs, such as repair work, your super will bring and use his own tools related to the work, such as a hammer, screwdriver and wrench, which won’t be charged to the building.  Rental tool cost, supplies and materials, on the other hand, may or may not be included in the overall price, so please feel free to check with us beforehand. 

 For any supplies and materials that are purchased by the building for building use will be kept orderly by the super and properly accounted for. Tools purchased by the building will be kept in proper working condition.

Yes, you may cancel at any time for any reason. Just let us know and we’ll help your transition get underway. Of course, it’s always better for us to get as far advance notice as possible, but we know it’s not always possible. No yearly contracts, no termination fee.

​

 Also, if you feel that we haven’t been performing up to par, please let us know as soon as possible so we can look to improve our services. We’re not perfect but are definitely willing to learn and grow!

Absolutely, you may upgrade or downgrade your plan at any time with your changing needs! Upgrades or downgrades in billing and plan features/ benefits will take affect the next immediate billing cycle.

Anytime you experience an emergency, contact us and we’ll send a Super over right away. The only time this won’t happen right away is if the management or Board has indicated a preference for its own protocol.

We may send the assigned Super or another available Super within our network.

In general, there may be charges when:

• Your Super is not at the building; or

• if the emergency and its aftermath cannot be resolved within 15 minutes or less

*There is no charge for using our 24/7 emergency call center or connecting to our remote troubleshooters.

In general, if your Super is rushed to the building in order to address an emergency when he’s not normally scheduled, there may be a visiting charge.

If you’re concerned about the costs but worries , here’s what you can do:

First, check back 1 to 3 years and see what kinds of emergencies and related costs your building has had. Ask yourself, what kinds of emergencies were these (for example, water leaks, lockouts, heat complaints). Next, could any of these have been prevented by a vigilant building staff member prior to the emergency; or could the emergency have been stopped or solved quickly right there and then, and then repairs held off until the next business day?

In reality, based on our data, emergencies don’t occur as often as you may think, and many emergencies can be resolved rather inexpensively. There’s just too many cases to go over here to show how this is true, but feel free to reach out to us and we will provide some great examples from over a 20 years of experience dealing with building emergencies.

We can also help you save money by teaching you how to use our remote problem-solving option as much as possible. Learn and implement our critical protocols for handling emergencies (we’ll help you with how-to videos customized for your building).

Your super or porter is vetted through a process that includes a criminal background and professional references check, as well as a face-to-face, two-level interview.

The criteria for acceptance into our network includes the following factors:

• Reliability and consistency
• Honesty and trustworthiness
• Competence, ability and experience
• Self-initiative (necessary trait for part-timers)
• Communication
• Being organized and record-keeping (filing papers etc.)
• Availability
• Attitude and friendliness
• Cost

We also vet them through feedback from our customers, our continued interaction with them, and review of their work quality.

Your building will be assigned a dedicated super or porter with a professional track record. He/ they will be your primary Porter or Super. However, when your primary Super or Porter is out sick, on vacation, or is otherwise unavailable, there may be other porters or supers who fill in for him and pick up his tasks.

While your residents may not be accustomed to seeing new faces in the building from time to time, we highly recommend implementing a team of porters or supers other than the primary Porter or Super for handling the building’s tasks throughout the year.

This reduces the learning curve that’s needed for a backup Super or Porter to become familiar with your building if your primary Super or Porter is out sick, etc.

Knowing your building’s layout and schedule ahead of time, and being able to jump right into the role of the primary Super or Porter, your building maintenance services will be kept going without disruption, no matter what happens.

If your building residents are sensitive to these personnel changes, we can send all residents a notice of the new team member(s) with photos and background profile in advance of the service.

Anytime you experience an emergency, contact us and we’ll send a Super over right away. The only time this won’t happen right away is if the management or Board has indicated a preference for its own protocol.

We may send the assigned Super or another available Super within our network.

In general, there may be charges when:

• Your Super is not at the building; or

• if the emergency and its aftermath cannot be resolved within 15 minutes or less

*There is no charge for using our 24/7 emergency call center or connecting to our remote troubleshooters.

In general, if your Super is rushed to the building in order to address an emergency when he’s not normally scheduled, there may be a visiting charge.

If you’re concerned about the costs but worries , here’s what you can do:

First, check back 1 to 3 years and see what kinds of emergencies and related costs your building has had. Ask yourself, what kinds of emergencies were these (for example, water leaks, lockouts, heat complaints). Next, could any of these have been prevented by a vigilant building staff member prior to the emergency; or could the emergency have been stopped or solved quickly right there and then, and then repairs held off until the next business day?

In reality, based on our data, emergencies don’t occur as often as you may think, and many emergencies can be resolved rather inexpensively. There’s just too many cases to go over here to show how this is true, but feel free to reach out to us and we will provide some great examples from over a 20 years of experience dealing with building emergencies.

We can also help you save money by teaching you how to use our remote problem-solving option as much as possible. Learn and implement our critical protocols for handling emergencies (we’ll help you with how-to videos customized for your building).

      Sure, you may request the same professional to service your building every time. However, we strongly recommend rotating at least two team members on the building’s duties in case the primary team member is out sick or goes on vacation. The other member can jump right in and ensure that service is consistent and uninterrupted. Moreover, having multiple rotating team members is included for free in the base service charge. Why resist? 

      Yes, with your permission (and provided we have your spare keys), we can enter your apartment for anything you may need us for and update you on our progress.

      “Free under 15” is a guarantee that any repair that takes 15 minutes or less to fix is free. No questions asked, no invoices sent.

      The 15 minutes includes a first look at the problem by your Super, a totally free consultation and an expert diagnosis of the problem by your Super. If needed, we’ll perform a remote troubleshooting by our network of supers located all around NYC. If we can fix it in that time frame, then don’t worry, it’s on us.  If not, then our coordination experts will recommend the best effective solution to your maintenance problem.     

       Yes, we are properly licensed by the New York State Department of Consumer Affairs. Please contact us for our license details!  

Yes, we are fully insured and additionally bonded through the New York City Department of Consumer Affairs. Contact us ​​for our policy details and special insurance requests! 

      Yes, we’re familiar and experienced with many types of green cleaning agents and methods that are intended to minimize or eliminate toxicity exposure to humans and pets. If you have a green product or method that you already use, or would like to try some of our suggestions, just let us know and we’ll get your super on board right away.

Any tool, equipment or supplies needed on a regular basis for your super’s routine performance of duties are not included in our fee and must be provided by the building. Such items are:

• mop
• broom and dustpan
• paper towels/ rags
• vacuum
• garbage and recycling bags
• cleaning solutions
• safety gloves
• snow shovels and ice melt
• batteries for the smoke/ carbon monoxide detector

 In order to give your super the right tools and materials he needs to get the job done successfully, we ask that these items are made readily available and, if missing, provided promptly so as to keep his or her work flowing without interruption. We’ll let you know such items run low and when your super will need them.

If you prefer, or in the case of emergency, we can also provide these items to the building. When we do, we attach a small fee to our purchase cost to cover some administrative coordination and for the upfront use of our credit.     

 For most jobs, such as repair work, your super will bring and use his own tools related to the work, such as a hammer, screwdriver and wrench, which won’t be charged to the building.  Rental tool cost, supplies and materials, on the other hand, may or may not be included in the overall price, so please feel free to check with us beforehand. 

 For any supplies and materials that are purchased by the building for building use will be kept orderly by the super and properly accounted for. Tools purchased by the building will be kept in proper working condition.

Yes, you may cancel at any time for any reason. Just let us know and we’ll help your transition get underway. Of course, it’s always better for us to get as far advance notice as possible, but we know it’s not always possible. No yearly contracts, no termination fee.

​

 Also, if you feel that we haven’t been performing up to par, please let us know as soon as possible so we can look to improve our services. We’re not perfect but are definitely willing to learn and grow!

Our office is open Monday through Friday form 8:30am to 5pm to answer any questions you have. You can call, email or text message. For emergencies, you’ll receive a dedicated emergency hotline to call for maintenance help after-hours.

If there’s a question, concern or issue with the professional (super or cleaning porter) assigned to your building, please let us know first and we’ll communicate the issue to him/her. This keeps the communication streamlined and efficient.

Your super or porter is vetted through a process that includes a criminal background and professional references check, as well as a face-to-face, two-level interview.

The criteria for acceptance into our network includes the following factors:

• Reliability and consistency
• Honesty and trustworthiness
• Competence, ability and experience
• Self-initiative (necessary trait for part-timers)
• Communication
• Being organized and record-keeping (filing papers etc.)
• Availability
• Attitude and friendliness
• Cost

We also vet them through feedback from our customers, our continued interaction with them, and review of their work quality.

Your building will be assigned a dedicated super or porter with a professional track record. He/ they will be your primary Porter or Super. However, when your primary Super or Porter is out sick, on vacation, or is otherwise unavailable, there may be other porters or supers who fill in for him and pick up his tasks.

While your residents may not be accustomed to seeing new faces in the building from time to time, we highly recommend implementing a team of porters or supers other than the primary Porter or Super for handling the building’s tasks throughout the year.

This reduces the learning curve that’s needed for a backup Super or Porter to become familiar with your building if your primary Super or Porter is out sick, etc.

Knowing your building’s layout and schedule ahead of time, and being able to jump right into the role of the primary Super or Porter, your building maintenance services will be kept going without disruption, no matter what happens.

If your building residents are sensitive to these personnel changes, we can send all residents a notice of the new team member(s) with photos and background profile in advance of the service.

Anytime you experience an emergency, contact us and we’ll send a Super over right away. The only time this won’t happen right away is if the management or Board has indicated a preference for its own protocol.

We may send the assigned Super or another available Super within our network.

In general, there may be charges when:

• Your Super is not at the building; or

• if the emergency and its aftermath cannot be resolved within 15 minutes or less

*There is no charge for using our 24/7 emergency call center or connecting to our remote troubleshooters.

In general, if your Super is rushed to the building in order to address an emergency when he’s not normally scheduled, there may be a visiting charge.

If you’re concerned about the costs but worries , here’s what you can do:

First, check back 1 to 3 years and see what kinds of emergencies and related costs your building has had. Ask yourself, what kinds of emergencies were these (for example, water leaks, lockouts, heat complaints). Next, could any of these have been prevented by a vigilant building staff member prior to the emergency; or could the emergency have been stopped or solved quickly right there and then, and then repairs held off until the next business day?

In reality, based on our data, emergencies don’t occur as often as you may think, and many emergencies can be resolved rather inexpensively. There’s just too many cases to go over here to show how this is true, but feel free to reach out to us and we will provide some great examples from over a 20 years of experience dealing with building emergencies.

We can also help you save money by teaching you how to use our remote problem-solving option as much as possible. Learn and implement our critical protocols for handling emergencies (we’ll help you with how-to videos customized for your building).

      Sure, you may request the same professional to service your building every time. However, we strongly recommend rotating at least two team members on the building’s duties in case the primary team member is out sick or goes on vacation. The other member can jump right in and ensure that service is consistent and uninterrupted. Moreover, having multiple rotating team members is included for free in the base service charge. Why resist? 

      “Free under 15” is a guarantee that any repair that takes 15 minutes or less to fix is free. No questions asked, no invoices sent.

      The 15 minutes includes a first look at the problem by your Super, a totally free consultation and an expert diagnosis of the problem by your Super. If needed, we’ll perform a remote troubleshooting by our network of supers located all around NYC. If we can fix it in that time frame, then don’t worry, it’s on us.  If not, then our coordination experts will recommend the best effective solution to your maintenance problem.     

       Yes, we are properly licensed by the New York State Department of Consumer Affairs. Please contact us for our license details!  

Yes, we are fully insured and additionally bonded through the New York City Department of Consumer Affairs. Contact us ​​for our policy details and special insurance requests! 

      In addition to check and money order, we accept all major credits (Visa, Mastercard and Amex) and Paypal. We also offer discounts for direct payment and direct deposit via ACH. Interested?  Ask us how! 

      Yes, we’re familiar and experienced with many types of green cleaning agents and methods that are intended to minimize or eliminate toxicity exposure to humans and pets. If you have a green product or method that you already use, or would like to try some of our suggestions, just let us know and we’ll get your super on board right away.

      We totally understand – taxes are a bummer.

      However, New York State and New York City requires that such services that we and our supers provide are subject to sales tax. The City Sales Tax rate is 4.5%, NY State Sales and Use Tax is 4% and the Metropolitan Commuter Transportation District surcharge is 0.375%, for a total Sales and Use Tax of 8.875 percent. 

     You can also visit the NYC government website at: http://www1.nyc.gov/site/finance/taxes/business-nys-sales-tax.page

​

Any tool, equipment or supplies needed on a regular basis for your super’s routine performance of duties are not included in our fee and must be provided by the building. Such items are:

• mop
• broom and dustpan
• paper towels/ rags
• vacuum
• garbage and recycling bags
• cleaning solutions
• safety gloves
• snow shovels and ice melt
• batteries for the smoke/ carbon monoxide detector

 In order to give your super the right tools and materials he needs to get the job done successfully, we ask that these items are made readily available and, if missing, provided promptly so as to keep his or her work flowing without interruption. We’ll let you know such items run low and when your super will need them.

If you prefer, or in the case of emergency, we can also provide these items to the building. When we do, we attach a small fee to our purchase cost to cover some administrative coordination and for the upfront use of our credit.     

 For most jobs, such as repair work, your super will bring and use his own tools related to the work, such as a hammer, screwdriver and wrench, which won’t be charged to the building.  Rental tool cost, supplies and materials, on the other hand, may or may not be included in the overall price, so please feel free to check with us beforehand. 

 For any supplies and materials that are purchased by the building for building use will be kept orderly by the super and properly accounted for. Tools purchased by the building will be kept in proper working condition.

Yes, you may cancel at any time for any reason. Just let us know and we’ll help your transition get underway. Of course, it’s always better for us to get as far advance notice as possible, but we know it’s not always possible. No yearly contracts, no termination fee.

​

 Also, if you feel that we haven’t been performing up to par, please let us know as soon as possible so we can look to improve our services. We’re not perfect but are definitely willing to learn and grow!

Absolutely, you may upgrade or downgrade your plan at any time with your changing needs! Upgrades or downgrades in billing and plan features/ benefits will take affect the next immediate billing cycle.

Your super or porter is vetted through a process that includes a criminal background and professional references check, as well as a face-to-face, two-level interview.

The criteria for acceptance into our network includes the following factors:

• Reliability and consistency
• Honesty and trustworthiness
• Competence, ability and experience
• Self-initiative (necessary trait for part-timers)
• Communication
• Being organized and record-keeping (filing papers etc.)
• Availability
• Attitude and friendliness
• Cost

We also vet them through feedback from our customers, our continued interaction with them, and review of their work quality.

Your building will be assigned a dedicated super or porter with a professional track record. He/ they will be your primary Porter or Super. However, when your primary Super or Porter is out sick, on vacation, or is otherwise unavailable, there may be other porters or supers who fill in for him and pick up his tasks.

While your residents may not be accustomed to seeing new faces in the building from time to time, we highly recommend implementing a team of porters or supers other than the primary Porter or Super for handling the building’s tasks throughout the year.

This reduces the learning curve that’s needed for a backup Super or Porter to become familiar with your building if your primary Super or Porter is out sick, etc.

Knowing your building’s layout and schedule ahead of time, and being able to jump right into the role of the primary Super or Porter, your building maintenance services will be kept going without disruption, no matter what happens.

If your building residents are sensitive to these personnel changes, we can send all residents a notice of the new team member(s) with photos and background profile in advance of the service.

Anytime you experience an emergency, contact us and we’ll send a Super over right away. The only time this won’t happen right away is if the management or Board has indicated a preference for its own protocol.

We may send the assigned Super or another available Super within our network.

In general, there may be charges when:

• Your Super is not at the building; or

• if the emergency and its aftermath cannot be resolved within 15 minutes or less

*There is no charge for using our 24/7 emergency call center or connecting to our remote troubleshooters.

In general, if your Super is rushed to the building in order to address an emergency when he’s not normally scheduled, there may be a visiting charge.

If you’re concerned about the costs but worries , here’s what you can do:

First, check back 1 to 3 years and see what kinds of emergencies and related costs your building has had. Ask yourself, what kinds of emergencies were these (for example, water leaks, lockouts, heat complaints). Next, could any of these have been prevented by a vigilant building staff member prior to the emergency; or could the emergency have been stopped or solved quickly right there and then, and then repairs held off until the next business day?

In reality, based on our data, emergencies don’t occur as often as you may think, and many emergencies can be resolved rather inexpensively. There’s just too many cases to go over here to show how this is true, but feel free to reach out to us and we will provide some great examples from over a 20 years of experience dealing with building emergencies.

We can also help you save money by teaching you how to use our remote problem-solving option as much as possible. Learn and implement our critical protocols for handling emergencies (we’ll help you with how-to videos customized for your building).

      Yes, with your permission (and provided we have your spare keys), we can enter your apartment for anything you may need us for and update you on our progress.

      We love pets! And we know how important they are in your lives. However (we hate this word, too!), we ask that you find alternate accommodations for your pet while the Super is inside your apartment. There are various reasons for this. For instance, the Super may think your pet is soooo cute that he loses sight of finishing his work on time. Or, he may have a strange allergic reaction to Fluffy rubbing up against his leg. Sometimes, a stranger’s presence may just stress your pet out and make him feel miserable. All are things we don’t want happen.

      So, if you have a pet, just let us know and we can help with some suggestions. Perhaps you can place him/her in another room, with closed door, while the Super works. Or, we can reschedule for another time when your pet is out of the apartment. 

      In general, no. We know how important your home and privacy is to you. However, during an active emergency, when the threat of serious damage and danger is impending, your Super may need to enter your unit right away without your knowledge or consent.

      If this ever happens, we will make every effort at the first opportunity we have to inform you of what happened and any updates to this emergency. 

      Generally, if we’re summoned into the unit on behalf of the Board or by you, then you can be assured that only your super or a trusted member of our team will be entering your home. No one without the proper approval from either you, our office or the Board will enter your apartment without us being present to make sure things go smoothly.

      As for your apartment keys, you should register a key profile with your super so that he has copies somewhere on the premises, as well as any special instructions for entering or exiting your apartment. Then, your super will simply access your keys when you summon us and return them when he is finished. Just make sure you update your key profile as soon as possible, or at least in advance before you schedule us to enter your unit without your presence.  

      Sometimes, there are no key banks on the premises for our supers to access. In this case, it is up to you to arrange to have someone provide us with access into your apartment at the right time.

Our office is open Monday through Friday form 8:30am to 5pm to answer any questions you have. You can call, email or text message. For emergencies, you’ll receive a dedicated emergency hotline to call for maintenance help after-hours.

If there’s a question, concern or issue with the professional (super or cleaning porter) assigned to your building, please let us know first and we’ll communicate the issue to him/her. This keeps the communication streamlined and efficient.

Your super or porter is vetted through a process that includes a criminal background and professional references check, as well as a face-to-face, two-level interview.

The criteria for acceptance into our network includes the following factors:

• Reliability and consistency
• Honesty and trustworthiness
• Competence, ability and experience
• Self-initiative (necessary trait for part-timers)
• Communication
• Being organized and record-keeping (filing papers etc.)
• Availability
• Attitude and friendliness
• Cost

We also vet them through feedback from our customers, our continued interaction with them, and review of their work quality.

Your building will be assigned a dedicated super or porter with a professional track record. He/ they will be your primary Porter or Super. However, when your primary Super or Porter is out sick, on vacation, or is otherwise unavailable, there may be other porters or supers who fill in for him and pick up his tasks.

While your residents may not be accustomed to seeing new faces in the building from time to time, we highly recommend implementing a team of porters or supers other than the primary Porter or Super for handling the building’s tasks throughout the year.

This reduces the learning curve that’s needed for a backup Super or Porter to become familiar with your building if your primary Super or Porter is out sick, etc.

Knowing your building’s layout and schedule ahead of time, and being able to jump right into the role of the primary Super or Porter, your building maintenance services will be kept going without disruption, no matter what happens.

If your building residents are sensitive to these personnel changes, we can send all residents a notice of the new team member(s) with photos and background profile in advance of the service.

Anytime you experience an emergency, contact us and we’ll send a Super over right away. The only time this won’t happen right away is if the management or Board has indicated a preference for its own protocol.

We may send the assigned Super or another available Super within our network.

In general, there may be charges when:

• Your Super is not at the building; or

• if the emergency and its aftermath cannot be resolved within 15 minutes or less

*There is no charge for using our 24/7 emergency call center or connecting to our remote troubleshooters.

In general, if your Super is rushed to the building in order to address an emergency when he’s not normally scheduled, there may be a visiting charge.

If you’re concerned about the costs but worries , here’s what you can do:

First, check back 1 to 3 years and see what kinds of emergencies and related costs your building has had. Ask yourself, what kinds of emergencies were these (for example, water leaks, lockouts, heat complaints). Next, could any of these have been prevented by a vigilant building staff member prior to the emergency; or could the emergency have been stopped or solved quickly right there and then, and then repairs held off until the next business day?

In reality, based on our data, emergencies don’t occur as often as you may think, and many emergencies can be resolved rather inexpensively. There’s just too many cases to go over here to show how this is true, but feel free to reach out to us and we will provide some great examples from over a 20 years of experience dealing with building emergencies.

We can also help you save money by teaching you how to use our remote problem-solving option as much as possible. Learn and implement our critical protocols for handling emergencies (we’ll help you with how-to videos customized for your building).

      Sure, you may request the same professional to service your building every time. However, we strongly recommend rotating at least two team members on the building’s duties in case the primary team member is out sick or goes on vacation. The other member can jump right in and ensure that service is consistent and uninterrupted. Moreover, having multiple rotating team members is included for free in the base service charge. Why resist? 

      “Free under 15” is a guarantee that any repair that takes 15 minutes or less to fix is free. No questions asked, no invoices sent.

      The 15 minutes includes a first look at the problem by your Super, a totally free consultation and an expert diagnosis of the problem by your Super. If needed, we’ll perform a remote troubleshooting by our network of supers located all around NYC. If we can fix it in that time frame, then don’t worry, it’s on us.  If not, then our coordination experts will recommend the best effective solution to your maintenance problem.     

Yes, we are fully insured and additionally bonded through the New York City Department of Consumer Affairs. Contact us ​​for our policy details and special insurance requests! 

      In addition to check and money order, we accept all major credits (Visa, Mastercard and Amex) and Paypal. We also offer discounts for direct payment and direct deposit via ACH. Interested?  Ask us how! 

Yes, you may cancel at any time for any reason. Just let us know and we’ll help your transition get underway. Of course, it’s always better for us to get as far advance notice as possible, but we know it’s not always possible. No yearly contracts, no termination fee.

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 Also, if you feel that we haven’t been performing up to par, please let us know as soon as possible so we can look to improve our services. We’re not perfect but are definitely willing to learn and grow!

Absolutely, you may upgrade or downgrade your plan at any time with your changing needs! Upgrades or downgrades in billing and plan features/ benefits will take affect the next immediate billing cycle.

Our office is open Monday through Friday form 8:30am to 5pm to answer any questions you have. You can call, email or text message. For emergencies, you’ll receive a dedicated emergency hotline to call for maintenance help after-hours.

If there’s a question, concern or issue with the professional (super or cleaning porter) assigned to your building, please let us know first and we’ll communicate the issue to him/her. This keeps the communication streamlined and efficient.

Your super or porter is vetted through a process that includes a criminal background and professional references check, as well as a face-to-face, two-level interview.

The criteria for acceptance into our network includes the following factors:

• Reliability and consistency
• Honesty and trustworthiness
• Competence, ability and experience
• Self-initiative (necessary trait for part-timers)
• Communication
• Being organized and record-keeping (filing papers etc.)
• Availability
• Attitude and friendliness
• Cost

We also vet them through feedback from our customers, our continued interaction with them, and review of their work quality.

      Yes, with your permission (and provided we have your spare keys), we can enter your apartment for anything you may need us for and update you on our progress.

      We love pets! And we know how important they are in your lives. However (we hate this word, too!), we ask that you find alternate accommodations for your pet while the Super is inside your apartment. There are various reasons for this. For instance, the Super may think your pet is soooo cute that he loses sight of finishing his work on time. Or, he may have a strange allergic reaction to Fluffy rubbing up against his leg. Sometimes, a stranger’s presence may just stress your pet out and make him feel miserable. All are things we don’t want happen.

      So, if you have a pet, just let us know and we can help with some suggestions. Perhaps you can place him/her in another room, with closed door, while the Super works. Or, we can reschedule for another time when your pet is out of the apartment. 

      In general, no. We know how important your home and privacy is to you. However, during an active emergency, when the threat of serious damage and danger is impending, your Super may need to enter your unit right away without your knowledge or consent.

      If this ever happens, we will make every effort at the first opportunity we have to inform you of what happened and any updates to this emergency. 

      Generally, if we’re summoned into the unit on behalf of the Board or by you, then you can be assured that only your super or a trusted member of our team will be entering your home. No one without the proper approval from either you, our office or the Board will enter your apartment without us being present to make sure things go smoothly.

      As for your apartment keys, you should register a key profile with your super so that he has copies somewhere on the premises, as well as any special instructions for entering or exiting your apartment. Then, your super will simply access your keys when you summon us and return them when he is finished. Just make sure you update your key profile as soon as possible, or at least in advance before you schedule us to enter your unit without your presence.  

      Sometimes, there are no key banks on the premises for our supers to access. In this case, it is up to you to arrange to have someone provide us with access into your apartment at the right time.

      “Free under 15” is a guarantee that any repair that takes 15 minutes or less to fix is free. No questions asked, no invoices sent.

      The 15 minutes includes a first look at the problem by your Super, a totally free consultation and an expert diagnosis of the problem by your Super. If needed, we’ll perform a remote troubleshooting by our network of supers located all around NYC. If we can fix it in that time frame, then don’t worry, it’s on us.  If not, then our coordination experts will recommend the best effective solution to your maintenance problem.