Tenant FAQs

LEASING QUESTIONS

• What does signing a lease mean?

  A lease is a legally binding contract for the rental of an apartment/home for a set time period at a set price. Breaking a lease will typically carry with it penalties and costs associated with trying to find someone to replace you as a resident. We recommend that residents take very seriously the signing of a lease as it carries the same weight as a bank loan would.

• What Lease Terms Are available?

  Generally all our leases are for a 12 month period. We do have shorter term leases available on our website from time to time.

• Do you have furnished apartments?

  At this time we do not have furnished apartments. There is however furniture rental companies available in the area where you could rent complete apartment furniture sets on a monthly basis.

• What is your rental criteria?

  Because we manage properties for many different owners, often each owner will have their own criteria for renting with them. Each listing on our website will list the specific criteria for renting that apartment. In general terms most owners will not allow rental to those with poor landlord references, those who are registered sex offenders, and those with felony/drug convictions. In addition to this many owners also have income and credit score requirements.

• How long is your application process?

  We strive to approve or deny all applications within 2 business days. Generally we can do it faster, but what takes the longest is hearing back from current/past landlords and employers verifying income.

• Do I need renters Insurance?

  In most cases renters insurance is not required, but it is strongly encouraged. The property owners’ insurance does not cover your personal belongings should it be damaged or lost for fire, flood, etc. That is what renters insurance is for. In addition to this, renters insurance may cover you personally should you damage the owners property through negligence (ie a fire caused by you burning candles)

• What happens if I need to move before the end of my lease?

  Remember that the lease you signed is legally binding for the entire term. If you need to leave early/assign your apartment you would need to locate a qualified renter who meets the same criteria you did or hire us to do that for you. Once a lease is signed with them, then you would no longer be responsible for rent. Our website has a lease assignment and marketing agreement section to help you in locating a renter.

• Do you accept Section 8/Subsidized Housing vouchers?

  Most of our properties do not accept subsidized housing vouchers, but it is best to check with our office once you locate a property you like.

• What is Your Smoking Policy?

  Smoking includes the inhaling, exhaling, breathing or carrying any cigar, cigarette, tobacco product, nicotine product, vaping, or similar lighted product in any manner or form. All our properties are non-smoking within the buildings. This included hallways, laundry rooms, and garages. Smoking is allowed outside on the property provided that cigarette butts are properly disposed of every time and not deposited on the ground.

• Can I apply online?

  Yes, both renters and their co-signers may apply online at this website. You can APPLY ONLINE here.

LEASE START QUESTIONS

• When Does My Lease Start?

  All leases start at 12pm (Noon) on the first day of your lease agreement.

• How do I report damage/cleaning needs I find upon move in?

  Upon move in we require that all renters complete a move-in report that lists the condition of the property when you started your lease. This is compared to the property at move out to insure that you are not held responsible for any damage that was present when your lease started. This form is due back at our office anytime within the first 7 days of your lease. This being said, if there is damage repairs or cleaning that you think we may have missed, we ask that you contact our office at 715-344-7524 to report this so we may come and address it.

RENT QUESTIONS

• How do I pay Rent?

  Rent can be paid one of three ways: 1) Online via your tenant portal 2) Mailed to our office 3) Dropped off in our drop box. Our office address is 1004 First Street Suite 4 Stevens Point, WI 544811

• Can I pay my rent online?

  Yes! Rent can be paid at any time via your tenant portal on our website.

• When is rent due?

  Rent is due on or before the 1st of each month, unless your lease states otherwise. After this date late fees will occur.

• What is the late fee?

  Late fees can vary from property to property so it is best to check your lease agreement for specific amounts. In general terms it is typically about $50 per month.

• I received a 5-day notice to pay rent. What is this?

  A 5-day notice to pay or quit is giving you a period of 5 days to pay in full the rent or monies owed or to vacate the property. Failure to do so may mean that the Landlord can terminate your lease and seek an official court ordered eviction. This notice typically is your one-time grace period to catch up on money owed. If you fail to pay rent at any point in the next 12 months, the Landlord is not required to give you another notice, but can go directly to a court ordered eviction.

• I received a 14-day notice to vacate. What is this?

  Receiving a 14-day notice to vacate signifies that this is not the first instance of rent delinquency or a lease agreement breach within the past year, as there was a prior 5-day notice. This notice serves as a final directive for you to leave your apartment due to the repeated issue. While you must vacate the premises, you remain liable for any outstanding rent and utilities. Essentially, this notice terminates your right to occupy the apartment.

PET QUESTIONS

• Does Candlewood accept pets?

  Many of our properties are pet friendly. Those properties are noted on our website. Properties that do accept pets will always have an additional pet fee and/or deposit in addition to a written pet agreement. Only pets approved through our office in advance are allowed. Even if your neighbors have a pet, each renter must contact us in advance before getting a pet. There is no “pet-sitting” at any time.

• What pets are accepted?

  Properties that do accept pets may accept some or all of the following pets: Dogs (some breeds are restricted), cats, fish (10 gallon tank or less), Snakes and turtles (if permanently left in an aquarium).

• What pets are never accepted?

  Pets that are never allowed at our properties include, but are not limited to, ferrets, vicious dog breeds, ducks, and farm animals.

• Is there a pet fee?

  Yes. Properties that allow pets all come with some form of a pet fee. Pet fees are not a pet deposit and are not refundable at the end of the lease. Likewise, pet fees are not a pre-payment for damage caused by a pet.

MAINTENANCE QUESTIONS

• Does Candlewood handle maintenance at my property?

  Candlewood Property Management, LLC exclusively uses Pinnacle Repair and Remodeling, LLC as their preferred maintenance provider for the majority of tenant repairs. Candlewood Property Management, LLC authorizes Pinnacle Repair and Remodeling, LLC to access any building and units (with legal notice) for the purposes of maintaining the building and making repairs. We do have some owners who choose to do their own repairs. If you have a specific property in mind, you can contact our office to inquire on who is responsible for repairs.

• How do I request maintenance?

  Maintenance requests should be made via your tenant portal on our website. This is the quickest option to get your requests addressed. Emergency maintenance calls should be called into our office at 715-344-7524 and follow the prompts to get in touch with the on-call technician. Emergency calls are limited to items that require immediate attention (ie flood, no heat, toilet not operation, etc). The one thing we ask is that you DO NOT give maintenance requests directly to the maintenance staff out in the field. Their day is so busy that there is a good chance that it may slip their mind and it not get relayed to the office. Always contact the office through your portal Service Requests to request maintenance.

• How quickly is a maintenance request addressed?

  We strive to make maintenance repairs within two business days. This is not always possible when we have to order parts or call in a contractor, but we still strive to get in and started within one business day.

GENERAL QUESTIONS

• Where is your office located?

  Our office is located at 1004 First Street Suite 4, Stevens Point, WI 54481 in the downtown area.

• How do I connect my utilities and cable/internet?

  Our FREE concierge Utility Service, Citizen Home Solutions, contact you by phone before your lease starts to help you set up your utilities. This is a FREE service to assist you with connecting utilities, cable, and internet according to your area. Please be aware that it is *your responsibility* to ensure your power, gas, water, etc. (utilities you are responsible for) have been connected to your name by the start date of your lease agreement. This will ensure you do not have any disruption of utility services when you move in. Citizen Home Solutions is located in Texas so the phone call will most likely be from a Texas number.

  If you opt to not use this free service, you will have to contact the utility companies directly:

  Gas and Electric Services:

  Wisconsin Public Service (WPS) - 800-450-7260 - Stevens Point, Plover, Weston, Wausau, Merrill, Mosinee, Stratford

  Alliant Energy - 1-800-862-6222 - Auburndale, Berlin, Plainfield

  Central Wisconsin Electric Cooperative - 715-677-2211 - Iola

  Wisconsin Rapids Waterworks & Light - 715-423-6300 - Wisconsin Rapids

  Water Services

  Stevens Point Water Dept. - 715-345-5260

  Plover Water Dept. - 715-345-5254

  Wausau Water Works - 715-261-6530 (management is required to put water into tenants’ name)

• Can I install a satellite dish at my apartment?

  In most cases the answer is no. The exception to this would be when you have exclusive access (ie a private house) of the building/grounds. In those cases we do have a satellite agreement and deposit must be made prior to us giving approval.

• How do I handle issues with my roommates?

  We always recommend that you choose your roommates wisely because as a Management Company/Landlord we do not have any jurisdiction over roommate issues. One resource that may be beneficial to help avoid problem right from the start is a roommate agreement. This would lay out agreed upon rules such as quiet hours, cleaning responsibilities and guest guidelines.

• When can a Landlord enter my apartment?

  In Wisconsin a Landlord (or their Agents) may enter with a 12 hour notice. Reasons for entry generally include showing a unit, inspections, or maintenance. This rules does not apply in the case of emergencies.

• Who has access to my apartment?

  Access to tenants apartments is strictly limited to our staff and our approved vendors.

• Who do I contact at your office when I have a question?

  For any inquiries, please utilize the chat feature available in your tenant portal. This will ensure your message reaches the office staff, who will then direct your question to the appropriate individual for a response.

LEASE END QUESTIONS

• When does my lease end?

  All leases end at 12:00pm (Noon) of the last day specified on your lease.

• What happens at the end of my lease?

  At the end of your lease we will supply you with a move out checklist that will help insure that the apartment is returned to us in good condition. If there are no damages, outstanding charges (ie rent or utility bills), and the place looks great, then we can process a full return of your security deposit. Our goal is always to get the place back in great shape and in turn we can return your full deposit.

• When will I get my security deposit back?

  In Wisconsin, the security deposit must be returned within 21 days of the end of your lease. Please note that this is not 21 days from when you move out, but rather the last day specified on your lease agreement. You will want to make sure a forwarding address is provided for each tenant for this return.