Frequently Asked Questions
How much does it cost?
Our starting rate for a single property is $119.95 per month. Discounts are applied for multiple properties.
Are long-term contracts required?
No, long term contracts are not required. However, we will waive the $375 set-up fee with a 12-month service agreement.
What do you do?
We respond to your property for you, we resolve the issue as you would. We go to the property on every call, so you don't have to. We make the matter wait until morning. You arrive to the office and find our incident report with a summary to allow you to respond appropriately, without going to the property to investigate. Our technicians are all fully equipped with tools and materials to service a wide variety of issues, as well as wireless laptop computers and digital cameras.
Why do you do this?
NightResponse evolved from the personal experience of the company's founder, Dan Friess. As a property manager himself, Dan came to the realization that he needed a reliable company that combined a call center, emergency technician, security guard, handyman, and a customer service representative that could report back with real and timely information. Somebody that could be his eyes and ears and be trusted to do what he would do, but be cost effective at the same time.
Do you go to the site?
We go to the site to investigate every call that has the potential of impacting the safety, security, and performance of the building.
Do you answer inquiry calls too?
Yes, we have a full call answering service as part of our system. Even leasing and information calls are answered and can be forwarded via voice, fax, or email.
What is your response time?
We respond within 45 minutes for buildings within Orange County and less than one hour and fifteen minutes for others.
What areas do you cover?
We service Orange County, North San Diego County, the Inland Empire and Southern Los Angeles County.
How are you different from a call center?
We are there for all the calls, but we stand out because we manage the issue for you. We're the ones that go out in the middle of the night and on weekends. NightResponse is based on a simple idea: Property owners and managers have enough on their minds during the day without having to worry about after-hours issues. From this simple concept, we have evolved into Southern California's premier after-hours property incident response and management service.
How are you different from a security guard?
A security guard only addresses the prevention of crime. We secure the property against damage and minimize the involvement of property manager after-hours.
Who answers the phone?
A trained technician skilled at understanding the specific issues of property management and the customer service needs of your tenants. We dispatch technicians from 5:00 pm until 6:00 Monday through Friday and 24 hours a day during weekends and holidays.
Who goes to the property?
NightResponse technicians go out on every call. They are trained to respond to and remedy a full spectrum of property-related issues. Combining understanding, knowledge, and determination, our technicians will protect your property. All our technicians have over 20 years of professional experience and have passed our stringent hiring requirements.
What does the person do once they are on the property?
Within 45 minutes, the technician arrives at your building, conducts an initial triage, and takes immediate action to prevent property loss. Once the issue is controlled, our technician secures the property and develops the report and action procedure. Before leaving the property, the technician transmits the report to you, or other action as prescribed by you.
Do you have a referral rewards program?
Yes, we provide a $50 gift card to existing clients, for each new building contracted by a referred property owner or manager that signs on for our service.
What is in the report?
The incident report clearly summarizes the issue; it provides a comprehensive review of what took place, the current status, the follow-up priority, and a summary of what needs to be done. It provides real time photographs. Use the incident report to catalog the event or forward the report directly to your third party vendors to follow-up repairs. The report can be added to your work order system as a pdf.
What kinds of property do you service?
NightResponse focuses its unique service on four primary areas: commercial properties, homeowners associations, vacation homes, and residential bank-owned properties.
Is there a cost for repairs?
There is no additional cost for our on-site services such as covering a leak, boarding a window, or removing debris. All costs are included in our monthly service fee.
Will you do the repairs?
NightResponse does not complete the actual repair of damage, such as replacing a window or repairing drywall. We are happy to refer you to qualified contractors in your area.
How do you control the keys?
We have an electronic lock system mounted on the outside of the building with a rolling electronic access code that is only known to the NightResponse technicians for 24 hours. Inside the electronic lock are keys to access the main entry of the building. When needed, we install an interior mounted key cabinet that contains keys to access all other parts of the building. Both boxes are installed by us, at our cost.
Is there a cost for calls?
No, the cost for calls is included in our service.
Is there a call or response limit?
Yes, our base fee limits the field investigations or inspections to twelve per year. Additional calls are available.
How do you handle security or fire alarms?
We will act as the primary respondent to the property after the authorities. We will respond to the site after every call to ensure that the property is safe and secure.
What equipment does each technician carry?
Each technician is provided a specially equipped NightResponse vehicle, which is fully stocked to handle a variety of property emergencies. Such as ladders, water pumps, water extractors, blowers and fans, plywood and lumber for boarding windows, a full array of hand tools, barricades, etc.
What if a technician is busy?
NightResponse maintains a full staff of primary and back-up technicians to field all calls within our response time. At no point is it possible for a call to become lost. All vehicles are electronically tracked with a GPS system to maintain control of our response time. If the primary technician is busy on an incident, there are always back-up technicians available to assist, guaranteed.
What do you do when…?
We have a variety of response protocols for any given property situation. Please see a sampling of our procedures in our Response Matrix.
What if you don't have email?
If we are not able to deliver the incident report to you via email, you can select to have the report automatically faxed to you instead.
Can we view the report online?
Yes, all reports can be reviewed and printed online. Our system maintains all report histories for your use at any time.
Can you send the report to more than one person?
Yes, our system allows us to automatically email and/or fax the report up to four people as designated by you.
What are your insurance coverages?
We carry a $2,000,000 limit for our general liability insurance, $1,000,000 in workers compensation, $1,000,000 in automobile coverage, and $100,000 in employee fidelity protection. Each property and manager is named as an additional insured on our general liability policy for no additional charge.