Frequently Asked Questions

All maintenance requests must be submitted through the Tenant Portal.

Submitting requests through DoorLoop ensures:

Proper documentation

Faster vendor dispatch

Accurate tracking

Clear communication history

Maintenance requests submitted by personal text message, social media, or unofficial channels will not be processed.

To submit a request:

Log into your Tenant Portal and select “New Maintenance Request.”

A maintenance emergency is a situation that causes immediate danger, major property damage, or habitability issues.

Examples include:

Active pipe burst or major water leak

No heat when outdoor temperatures are below 50°F

Electrical hazard

Sewage backup

For emergencies, call our main business line:

970-260-2444

We provide 24/7 live answering support. True emergencies are escalated immediately.

If you smell gas or there is a fire, call 911 first.

How Do I Pay Rent?

Rent payments can be made in the following ways:

Option 1: Online Through DoorLoop (Preferred Method)

ACH bank transfer

Debit/Credit card (processing fees may apply)

Your DoorLoop portal provides 24/7 access to:

Current balance

Payment history

Upcoming charges

Option 2: Mail-In Payments

Rent payments may be mailed to:

ONYX Property Management

2536 Rimrock Ave 400-239

Grand Junction, CO 81505

Please include:

Your full name

Rental property address

Unit number (if applicable)

Cash is not accepted.

All tenant communication must go through:

The Tenant Portal

OR

Our main business line: 970-260-2444 

(You may call or text this phone number)

Personal cell phone calls and texts are not monitored for property management matters.

Using the portal ensures communication is documented and responded to efficiently.

All lease agreements, addenda, notices, and account records are stored inside your Tenant Portal.

You may log in anytime to:

Review your lease

Check your balance

Submit maintenance requests

Send secure messages

If you plan to move out, you must:

Submit written notice through your  portal

Follow the notice requirements outlined in your lease

Provide a forwarding address

Security deposits are processed after:

Final inspection

Vendor invoices (if applicable)

Account reconciliation

An itemized statement will be provided in accordance with Colorado law.

Security deposits are held and processed in accordance with Colorado state law.

After move-out:

Deductions (if any) will be documented

An itemized statement will be issued

Remaining funds will be mailed to your forwarding address

Be sure to submit your forwarding address through your portal.

Lockouts are not considered emergencies.

Please contact:

970-260-2444

Lockout service fees may apply.

No alterations, painting, fixtures, satellite dishes, or modifications are allowed without written approval submitted through DoorLoop.

Unauthorized changes may result in charges.

AppFolio allows us to:

Protect tenants and property owners

Maintain proper documentation

Respond more efficiently

Ensure legal compliance

Provide organized, professional service

This system ensures consistency, transparency, and accountability.

Normal Wear & Tear:

Minor nail holes

Light carpet wear in high traffic areas

Faded paint over time

Damage:

Large holes in walls

Broken fixtures

Pet damage

Unauthorized paint colors

Missing appliances or fixtures

No hot water (unless total system failure)

Slow drains

Lockouts

Appliance issues

AC not cooling (unless extreme heat advisory)

Light bulb replacement

Garage door remotes

24-hour notice for non-emergency entry (per Colorado law)

Immediate entry allowed for emergencies

Entry for repairs, inspections, appraisals, and showings

Entry during lease renewal or vacancy marketing

Utilities must remain active during the lease term.

If utilities are disconnected:

Tenant may be in lease violation

Service restoration may be required immediately

Additional fees may apply

Utilities must remain active through the final day of occupancy.

To maximize your deposit return:

Provide proper written notice

Return all keys, remotes, and fobs

Leave property professionally cleaned

Remove all personal belongings

Patch nail holes and minor wall damage

Keep utilities active through final day

An itemized statement will be provided in accordance with Colorado law.

We treat vacancy as a financial loss to be minimized. We syndicate listings to major platforms (Zillow, Trulia, etc.) and use DoorLoop to process applications. Our screening includes nationwide criminal background checks, credit reports, and eviction history verification. We do not just look for a tenant; we look for a qualified payer.

A maintenance emergency is a situation that causes immediate danger, major property damage, or habitability issues.

Examples include:

Active pipe burst or major water leak

No heat when outdoor temperatures are below 50°F

Electrical hazard

Sewage backup

For emergencies, call our main business line:

970-260-2444

We provide 24/7 live answering support. True emergencies are escalated immediately.

If you smell gas or there is a fire, call 911 first.

Onyx is built for scale. For larger multifamily assets, we implement a Hybrid Management Model. We oversee on-site staff (superintendents/managers) to handle daily logistics while our HQ handles the financial controls, compliance, and reporting. This gives you the attention of a boutique firm with the infrastructure of an institutional partner.

Owners receive secure access to the AppFolio Owner Portal upon onboarding.

Through your portal, you can:

View monthly statements

Track income and expenses

Review invoices and work orders

Access lease agreements

View maintenance activity

Download year-end tax documents

The portal provides real-time transparency into your investment.

Tenant maintenance requests are submitted through AppFolio and tracked as work orders. ONYX coordinates:

Vendor scheduling

Documentation/photos (when available)

Status updates and completion notes

Invoice processing and statement reporting

Emergencies are escalated through our 24/7 answering support via 970-260-2444.

Vendor invoices and maintenance costs are documented and reflected in your statements through DoorLoop. Where applicable, notes and attachments may be included with the work order for transparency.

Lease status, tenant activity (as applicable), and vacancy-related documentation can be shared through AppFolio reporting and portal updates. ONYX will also communicate major changes through the portal or the main business line.

Owner disbursements are processed after:

Rent has been received

Funds have cleared

Any necessary expenses have been deducted

Disbursements are typically issued on the 10th of each month.

Funds are sent via ACH direct deposit.

ONYX follows a structured process:

Late fee assessment per lease

Required legal notices issued

Communication attempts documented

Legal escalation if necessary

We strictly follow Colorado landlord-tenant law to protect your investment while minimizing risk exposure.

Owners are updated throughout the process.

All applicants undergo:

Credit screening

Criminal background check

Income verification

Rental history verification

Identity confirmation

Our goal is to place qualified, stable tenants who meet established criteria.

ONYX implements a structured vacancy strategy:

Market analysis for competitive pricing

Professional listing distribution

Showing coordination

Application screening

Turnover oversight

We focus on minimizing vacancy time while protecting rent value.

We evaluate:

Current market comparables

Seasonal trends

Property condition

Location

Demand indicators

Pricing is strategic — not emotional.

If you plan to sell:

We coordinate tenant communication

Ensure proper notice procedures

Maintain property presentation

Assist with investor-ready documentation

We help protect lease compliance during the sale process.