Warranty and Maintenance Edit page

Scope of HOA and Community Manager Responsibilities 

The following guidelines are intended to assist owners understand what is or is not within the scope of HOA and Community Manager responsibilities.
 
No HOA Involvement for In-unit Issues: The purchase of your unit is a contractual relationship between you and the developer or reseller. Individual owner’s issues related to customization, damage, deficiencies, materials, workmanship, suitability, reliability, finish, etc. within the envelope of an individual unit are not within the scope of the HOA.

No Professional or Legal Advice: The HOA does not provide professional, legal or other involvement in a dispute, warranty or contractual issue between an owner, the developer, reseller or other contractor(s).

Owner's Dispute Regarding Building Systems: The HOA does not provide advice in an owner’s dispute regarding suitability of an existing in-unit system or common area building system, or systems, concerning operation, noise, hum, vibration, etc. The HOA will work with building engineering staff, suppliers and, if necessary, outside consultants and contractors, to ensure common area or building-wide mechanical, electrical and other systems are operating in accordance with building design specifications and applicable regulations. If that is not the case, the HOA will advocate for remediation, repair or replacement. Building systems are maintained by the Master Association.

Safety and Cleanliness: Issues of safety or cleanliness should be brought to the attention of the Community Manager as soon as possible.
 
Exceptions: Since every situation cannot be anticipated, the HOA may find compelling reasons to become involved as a party to a dispute.
 
Warranty Issues: Please report all warranty issues to the Community Manager. The Community Manager will determine if it is a warranty or not. If it is a warranty issue, the Community Manager will pass the service/ repair/ replacement request to the appropriate warranty person and provide the name of the developer’s designated warranty contact. Please email your request directly to the Community Manager instead of using the Service Request feature on the online FirstService Residential portal https://portal.connectresident.com/ (which is not applicable for our building).
 
After connecting the homeowner with the developer’s designated warranty contact, future communication should be between the contact and the homeowner. The ongoing involvement of the Community Manager should be minimal. Please note that the Community Manager cannot contract for, schedule, arrange or compel warranty work on behalf of the developer, builder or subcontractor.
 
No relationship with the Developer: The Community Manager works for the Master Association and Residential Homeowners Association and has no other relationship with the developer.


Maintenance 
 

24/7 Emergency Building Issues: Call Arras Security (828) 774-5542 or the Arras Front Desk 828-255-0303 (and dial "0") for items such as security; elevator; water leak or gas smell; loss of electricity. After hours you may have to dial "0" to get to the front desk instead of offsite reservations.

Non-Emergency Building Issues:

• 24/7 Customer Service Center (FirstService Residential): 855-546-9462; The customer service center will record an issue and bring it to the attention of the Community Manager.
   
• Scott Bole - FirstService Residential Community Manager: [email protected] Scott's regular hours are M-F 8:30 AM to 5:00 PM. He is available after hours for emergencies and will be called as needed by the 24/7 Customer Service Center.
   

Examples of non-emergency issues include: common area and garage cleaning; repair and maintenance issues; non-emergency security issues; non-emergency elevator issues; and maintenance and repair issues concerning windows, entry doors, vents and utilities (HVAC, gas, electric and water).

HVAC Maintenance: An optional group service contract with Gentry Services to maintain owner's in-unit and rooftop HVAC equipment was arranged for 3 years from January, 2022 through January 2025. The contract includes twice yearly maintenance. If you need additional service or something is not working with your unit, call Gentry Services directly at 828-581-4045.

Engineering Service to Residents 
 

Engineering services to the Master Association is maintaining building fire, life safety systems and mechanical systems. Engineering services to the Residential Association and to residents is limited to the following:

Emergency Services to Residents: (In an emergency, contact the front desk and the front desk will page engineering.)

• Emergency repair/ shutoff: water; gas; window damage; etc.
• Elevator extractions; addressing any other elevator life safety issue. 

Non-Emergency Services to Residents: (For service, or contractor orientation, contact FirstService Residential.)

• Residential door lock maintenance and battery replacement
• “Light” troubleshooting and investigation regarding condo unit systems such as electricity, gas, plumbing, A/C. If it is something other than an issue as simple as resetting a circuit breaker, professional repair will be recommended.
• Orientation for contractors and inspection during work as needed.

Service Hours: Except for emergency services, engineering services to residents are delivered ONLY as arranged through FirstService Residential. Engineers are on site from 7:30 AM to 10:00 PM M-F and 7:30 am to 11:00 PM S-S.

NO "Side Jobs": NO “side jobs” may be offered to any hotel staff member