Frequently Asked Questions

Rent & Payment
Utilities
Maintenance & Repairs
Moving Out
Lease Break
Rent & Payment
Utilities
Maintenance & Repairs
Moving Out
Lease Break

Rent and Payment

  • Online Options

    You can save time by paying rent and checking your account status online.

  • Don’t have login credentials yet?

    Please contact Resident Relations and make sure we have your current email address and ask for your tenant code. If you need additional help with the login process, we can walk you through it at our office.

  • Need to verify your monthly rent?

    Monthly rent charges appear on your resident page. Log in to your Resident Portal or complete our convenient Accounting Questions form here.

    If you have more questions, please let us know by emailing, calling or completing the “Accounting Questions” form online.

  • When is my rent due?

    Rent is due on the first day of the month.

  • What if my rent is received after the first?

    We understand that sometimes life gets in the way! The good news is that no late fees are applied until after the third or fifth day of the month, depending on your lease.

    Tip: If you choose to mail in your rent payment, we encourage you to do so at least three business days before the first to avoid a late fee.

  • What forms of payment are accepted?

    Rent can be paid by personal check, cashier’s check, or money order. You can pay with a credit card or E-checks through ClickPay.

  • To whom do I make my rent payable?

    All payments should be made out to the ownership entity of your building.

    Helpful hint: the ownership entity typically ends with an “LLC” or “LP” and can be found in your lease agreement, account statement, online resident portal, or by contacting a GreenTree representative. Unfortunately, we cannot accept rent payments made out to GreenTree.

  • Where do I send my payments?

    We want to make this as easy as possible. All rent payments can be easily submitted online through ClickPay. You can even set up recurring rent payments via ClickPay, so you never have to worry about another late fee again.

  • What is ClickPay?

    ClickPay is an online system that allows you to conveniently submit your payments online. The system accepts both e-checks and credit card. Please note that credit card payments will incur a processing fee.

  • How do I sign up for ClickPay?

    You can register for ClickPay by logging into the Resident Portal or by calling (800) 533-7901.

  • What information should I have handy to register for ClickPay?

    To register for ClickPay, you’ll be asked to provide your first and last name, e-mail, address, phone number, and registration code (also known as t-code, resident ID, or account number). To avoid any delays or complications, please enter your personal information as you provided to GreenTree when signing your lease. This will ensure the data can sync properly.

  • How can I avoid late fees?

    You can make one-time payments each month or you can set up automatic monthly payments. If you want to set up automatic payments, please set them for the 1st of the month. Since we post the rent amounts by the 1st of each month, payments set up for before that date may draw incorrect funds.

    Please ignore the ClickPay message that tells you the payment processing will take up to 3 days. We count the payments from the day you submit them and not from the processing completion date.

  • Can I use ClickPay for Parking, Storage, or Retail Rents?

    At this time, ClickPay does not offer payment for parking, storage or commercial spaces. Please submit payment by following one of the alternative rent payment options listed in the following answer.

  • ClickPay isn’t for me. How else can I pay my rent?

    We understand. Rent payments can still be submitted the following ways:

    1. Place it the Drop Box located at 724 Pine Street, San Francisco.
    2. Hand deliver to the Resident Experience Center at 724 Pine Street, San Francisco
    3. If you wish to pay by check, please mail your payment to P.O. Box 60040, City of Industry, CA 91716
  • I’m still having issues with ClickPay!

    Please contact ClickPay at (800) 533-7901 or at clickpay.com.



Utilities

  • Which utility accounts do I have to set up myself?

    Before you move-in, please contact PG&E to set up an account for gas and electricity in your apartment so it’s ready for you when you arrive. Any utilities which are separately metered need to be in your name. In master-metered buildings, the utility remains in the owner’s name.

    Please contact PG&E at (800) 743-5000 to set up your account, or visit their online set-up at pge.com.

    If your building is separately metered and you do not set up a PG&E account at move-in, YES Energy Management will add the charges to your ledger and include a $50 service charge + $25 service fee each month thereafter. To avoid these charges, please don’t forget to sign up for PG&E.

    You do not need to set up accounts for water or trash; GreenTree handles those utility accounts. But if your lease includes a RUBS addendum, you’ll be billed separately for your portion by YES Energy Management.

  • What is RUBS?

    “RUBS” stands for Ratio Utility Billing System. This method of utility billing allocates the property’s total utility bill to residents based on several factors, including, but not limited to, number of occupants and square footage, less any common utility adjustments and goodwill deductions.

  • What is YES Energy Management?

    YES Management is a third-party company that manages the RUBS program for GreenTree. YES Energy Management specializes in auditing utility charges for each resident.  

    For more information, please contact Resident Services or call the number on your monthly statement.

  • How do I pay for my utilities?

    Statements for gas and electric charges will be sent to you by PG&E. Please submit payment directly to PG&E.  

    Statements for water and trash will be sent to you by YES Energy Management. YES Energy Management invoices can be paid when submitting payment with rent.

  • Why do my utilities seem high?

    Effective July 2017, rate increases went into effect by the utility companies. The increases apply to the City of San Francisco, and not just GreenTree residents. For more information, please contact YES Management or the service provider.

  • Can GreenTree help reduce my costs?

    We make every effort to analyze billing to find ways to create savings on utility costs. To learn more about the usage rate and how to reduce costs, please contact your service provider.

    You can do your part too! We encourage you to report any leaks or water issues you observe in your apartment or building that might contribute to increased consumption. Please report any dripping faucets, running toilets, etc., to your Resident Manager.



Maintenance Repairs and Property Concerns



Moving Out

  • I am moving out. What do I do?

    We recommend that you refer to your lease for providing proper Notice to Vacate. Most leases require 30-day notice in writing. Please submit your notice in one of following ways that is most convenient for you:

    1. Complete the Notice to Vacate form on our Resources page.
    2. Email your notice with move-out date to the Resident Services team at residentrelations@greentreepmco.com
  • How do I make sure I get my full security deposit back?

    Once you have submitted written notice, GreenTree will respond with an acknowledgment letter outlining the move-out process. The letter will include information regarding your prorated rent amount, unit inspection, security deposit, etc.

    For all questions regarding potential security deposit deductions, please ask your Resident or Building Manager. He/she will help you understand the process.



Lease Breaks

  • What if I am not able to fulfill the obligation of my lease and need to vacate early?

    If you have completed the lease term, you are now in a “month-to-month” tenancy and you are able to move-out at any time with proper notice. If you have not completed the lease term, you may inquire about a lease break.

    To receive more information regarding this process, please fill out the Lease Break form on the Resources page.

    By filling out the form, you are not officially breaking your lease. The form is inquiring about the process to gain more information.




     

We are an Equal Opportunity Housing Provider and follow all fair housing laws. We encourage and support an affirmative advertising and marketing program in which there are no barriers to obtaining housing because of a person's actual or perceived race, color, religion, creed, sex, handicap, disability, AIDS/HIV status, familial status, national origin, ancestry, place of birth, age, sexual orientation, gender identity, source of income, weight, height or other protected category under federal, state or local law.