Apartment Rentals in Rochester, NY
South Wedge, Park Ave and Monroe Ave areas

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Maintenance Information

Please review the Maintenance information below to know what is and is not a maintenance emergency.

Do you have a problem that you would like our maintenance staff to look at? Please fill out this form completely and describe your problem in detail. Remember, we can’t fix a problem we don’t understand.

Only use this form for NON-EMERGENCIES. Emergencies should be reported to the main office at (585) 261-9983.

Examples of emergency service include:

  • no heat in Winter
  • broken water pipe
  • gas leaks (contact RG&E at (800) 743-1702 immediately from a neighbor’s phone or from a cell phone used OUTSIDE the apartment)
  • any other condition which affects life, safety or is necessary to preserve the condition of the apartment

A clogged toilet, when you have more than one, is NOT an emergency. Please see What is an emergency, and what ISN’T an emergency?

Before completing the form, you might review our list of common problems and solutions in order to avoid unnecessary call outs (and perhaps feeling silly when the solution is simple!).

By submitting a maintenance request, you acknowledge that personnel associated with or contracted by Olive Tree Properties may enter your residence at any time in order to attempt to correct the reported problem. We will make every effort to coordinate our repair efforts with you; however, depending on the nature of the problem and availability of maintenance personnel, it may not be possible to perform the work at your convenience.

We will do our best to respond to your concern rapidly, professionally, and in a manner convenient to you. Thank you.

By submitting an inquiry, you are providing us with permission to respond to that inquiry. Opting in to promotional and/or tenant messages grants Olive Tree Properties permission to send additional information at any time, through whatever channel we elect to use, including email, email campaigns, and telephone, until such time as you elect to opt-out of any or all messaging.

We HATE spam too. We will not sell your email to others and we will immediately respect your wishes to unsubscribe from any or all of our messaging except those required as part of a continued business relationship.

What is and isn’t an emergency?

Olive Tree Properties is pleased to provide our residents with 24 hour Emergency Service. Hopefully, you’ll never need this service, but if you do, you will certainly appreciate having our trained service staff just a phone call away. Before you pick up the phone to call us, though, we want you to know what to expect.

Emergency Service is just that: service we provide to you in the event of a true emergency. We have developed a response procedure for emergencies and other situations that arise during non-business hours. We believe that if you know what to expect from us, you’ll be better prepared to deal with an unexpected event.


maintenanceNo Heat in your Apartment? This is only an emergency in extreme cold weather in winter and when the heater is not working due to mechanical malfunction. If your gas or electric is shut off for non-payment of your bill, call your electric or gas provider.

No Electricity in your Apartment? Blown fuses are not considered after-hours emergencies. Please familiarize yourself with your fuse panel and/or breakers. In some instances the fuse panels or breaker boxes may be in both the apartment and the basement. You are responsible for keeping 15 or 20 amp fuses on hand just as you are responsible for your own light bulbs.

Electrical outage may be considered an emergency ONLY if there is no electricity throughout the unit AND:

  • you have called RG&E AND RG&E is not at fault
  • you have checked all circuit breakers by flipping them hard to the OFF position and then hard to the ON position and have reset any and all GFI breakers (these are the little buttons sometimes found on outlets in bathrooms, kitchens, laundry rooms, and 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 smoke or 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, then report the problem during normal business hours or by leaving a voice mail on the main office line, (585) 261-9983.

Gas Leaks or “Smell of Gas"? Please contact RG&E at (800) 743-1702 from a phone NOT located in the apartment. Sparks from phones, even cell phones, can ignite gas. 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).

Flooding of your Apartment? Call immediately if there is risk of damage to possessions or the property and you cannot contain the leak. Turn off the water valve to the broken pipe or to the exterior water main, if you can locate it, until a contractor arrives. Do everything within your power to contain any leaking or flooding and, if necessary, contact other residents who may be affected by the leak.

Fire? Call 911 first!! Then call us.

Carbon Monoxide Presence? All apartments have a carbon monoxide detector installed. Carbon monoxide cannot be smelled. If your carbon monoxide detector sounds, take the following action:

  • If no one is exhibiting symptoms of CO poisoning, then check the detector. If it is a battery operated one, take it outside. If it continues to sound, it is defective (or the battery is low).
  • Otherwise, get all family members outdoors immediately
  • Call 911
    It is preferred that you leave all windows and doors closed provided everyone has left the apartment. This will allow a more accurate reading of CO levels to be measured when the Fire Department responds. Any open doors or windows may allow CO gases to dissipate before the arrival of the Fire Department.

Total stoppage of the plumbing drain system? If your plumbing drain system ceases to work, none of your sinks, tubs or toilets will function properly. The stoppage of one toilet or drain when other bathrooms are functional is not an emergency, see below.

Not Emergencies

No Hot Water in your Apartment? This may be considered an emergency ONLY if there has been no hot water for an extended period of time: days not hours. In the event of no hot water, and it is not during a contractor’s normal business hours, we may be unable to repair the problem in as timely a manner as we would like, so be resourceful in the meantime.

Clogged or Backed Up 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. Olive Tree Properties representatives will generally not begin work until the area is cleaned up and essentially free of bacterial contaminants.

Noise Complaints or Security Issues? Please contact the Police @ 911. (If the problem is not serious enough to involve the Police, you still may wish to make us aware of it, so we can address the issue properly, by leaving a Voice Message, describing the problem in detail, at (585) 261-9983. Do not call anyone on the emergency list.)

Air Conditioning? Failure of the AC system is NOT an emergency. Please report the problem on the web, via voice mail, or during regular office hours.

Assigned Parking Space Disputes, Locked Out of Your Apartment, or any problem involving your lock and/or key

Locked Out of Your Apartment? If you lock yourself out of your apartment, you can get a replacement, at your expense at Advanced Safe & Lock located at 1459 Lake Ave. Rochester, NY 14615 (585) 254-5140. Their hours are M-F 8-5:30 and Saturday 9-1. Please call Rachel first at (585) 261-9983 so she can let them know you’re coming. Lock-outs are not after hour emergencies. THE LOCK MAY NOT BE CHANGED unless absolutely necessary – and it is the Resident’s responsibility to ensure that any new lock is re-keyed to our masters. If you are locked out outside normal office hours, please call Rachel at (585) 261-9983 to let you in. A $50.00 charge will be applied to your account.

How to Contact Us

In the case of a true emergency after hours, please call or text (585) 261-9983.

Once you have contacted us for emergency service, you must remain at your apartment so the maintenance technician can reach you by phone. At this time, he or she will make arrangements for meeting you at your apartment to resolve the problem.

Please remember that you must leave your telephone number and you must be at home in order for the maintenance technician to respond.

Missed Appointments, Neglect and Unnecessary Service Calls? The resident is responsible for the payment of any invoice for which a repair was made for damage, etc., caused by their misuse or neglect. The resident is also responsible for the payment of any service call charged by a contractor for:

  1. a missed appointment
  2. for not providing access to the unit when requested
  3. for not leaving any keyless bolting devices unlocked and/or not following other instructions resulting in the contractor not being able to gain entry to the property
  4. in the event that there is a pet that the contractor feels is threatening in any way
  5. for other reasons that are clearly the fault of, and/or are under the control of, the resident that do not allow the contractor to complete the necessary work.

Residents may cancel an appointment by calling our office during regular office hours and speaking with a member of the management staff no less than 90 minutes prior to their scheduled appointment with the contractor.

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