Tenant FAQs

Rent is due on the 1st of every month. However, per Texas law, we provide a grace period through the 3rd of the month, regardless of weekends or holidays.

Payment options:
Online: The easiest and fastest method—just click the “Pay Online” button on our website.
Tip: Use your checking account to avoid processing fees charged on debit or credit cards.

In Person: Use your unique payslip to pay at one of our partnered locations: ACE Cash Express, Walmart, or CVS Pharmacy.

Generally, no. We handle all repairs to ensure proper completion and warranty coverage. If it’s a minor issue you believe you can fix, please call us first to discuss and get approval. Unauthorized repairs or rent deductions will not be honored.

In most cases, your mailbox is monitored by USPS, so you will take a copy of your lease to your nearest post office. They will issue your mailbox key and confirm your mailbox location. Any fees for keys are the tenant’s responsibility.

In some cases, your mailbox might be monitored by an HOA, in which case we can provide you with their contact information so you can reach out to them to access your mailbox.

In rare cases, we may monitor the mailbox at your unit, in which case we will provide you with a key and mailbox assignment.

We must receive a physical copy of your official orders to verify them. Every lease includes a federal military clause, which states:

If you receive orders anytime between the 1st and 31st, you are responsible for one full month of rent for the following month, regardless of when you vacate.

Timing is critical — bring in your orders as soon as possible.

1. Review your lease so we’re on the same page about terms and notice.
2. Submit a 30-day written notice—either by email or to our office.
3. Confirm receipt of your notice to avoid misunderstandings.
4. Return keys and provide your forwarding address once the property is vacated. Keys must be returned to our office at 1317 Montana Ave, El Paso, TX 79902, not left at the property.
5. We will complete the final inspection after keys are turned in (tenants don’t need to be present).
6. Your security deposit will be mailed or deposited within 30 days after move-out. We do not discuss refunds before the mailing is complete. A forwarding address is required even when selecting direct deposit as a refund method.

You are. Tenants must replace AC filters monthly to maintain efficiency and prevent damage.

Before reporting cooling issues, check and replace the filters if needed—dirty filters can cause poor performance or system failure. If the filter is dirty and it has been more than 30 days since the last change, please allow 24 hours before reporting a cooling issue as the system needs time to reset. Reporting early due to a dirty filter will result in a fee charged to the renter.

We try to approve all applicants, even with credit challenges. While approval isn’t guaranteed, most applicants can be approved with a higher security deposit.

Yes, 100% refundable.

To ensure a full refund:

• Clean the property thoroughly and follow the move-out guide.
• Pay any outstanding rent or past balances.
• Provide a forwarding address.

We don’t offer specific discounts, but all active-duty military members are pre-approved for our homes, as long as income requirements are met.

Yes, every lease includes the standard military clause. If you receive orders anytime between the 1st and 31st, you’re responsible for the following month’s rent, even if you vacate earlier.

Once your application is approved and your security deposit and any pro-rated rent are paid, you can move in as soon as the following day.

Utility connection times in El Paso typically take:

• Water and electricity: same day to 1 day
• Gas: 1–2 days

We can hold a property for up to two weeks once the security deposit is paid. After two weeks, rent will begin to accrue.

We do not pre-lease homes—either you or someone you trust must physically view the property before we can accept a deposit. In some cases, we will allow a sight-unseen waiver to be signed, in which you agree to take the property in its current condition, with no exceptions.

Not always. All occupants 18 years and older must provide a valid SSN or ITIN, except for:

• Students or temporary visa holders without an SSN

These applicants can complete a paper application in person and will be required to pay a security deposit equal to two times the rent, as credit cannot be checked.