Frequently Asked Questions

Rent & Payment
Resident Portal
Utilities
Maintenance & Repairs
Pets
Moving Out & Lease Break
Rent & Payment
Resident Portal
Utilities
Maintenance & Repairs
Pets
Moving Out & Lease Break

Rent and Payment

  • What forms of payment are accepted?
    Online Payment

    The most secure and convenient way to pay is online in our Resident Portal where you can submit payment by e-check, credit card, or debit card.

    Rent payments may be made online using our Resident Portal. Please note that you will need your Resident ID code to register your account; it can be located on the Welcome Page of your rental agreement and on recent statements you’ve received from us.

    If you are unable to locate your Resident ID code or need other assistance setting up your account, our Resident Services team will be happy to help you. You can reach us at residentservices@greentreepmco.com or 415.347.8600.

    Rent can also be paid online with Bilt Rewards. Sign up for the Bilt Mastercard to earn points on rent with no fees. Earn up to 2x points on each rent payment. No annual fee. Use your points for travel, future rent credit, fitness classes, and more.


    Pay Online


    Pay by Check

    If you wish to pay by personal check or cashier’s check, you can mail those payments to our new PO Box address at:

    PO BOX 82835
    Goleta, CA 93118-2835

    Please be sure to include your Resident ID in the memo section.

    Pay with Cash

    To pay by cash, we offer the WIPS™ (Walk-in Payments) system where, rather than purchasing a money order, you can pay directly to your account at participating agents throughout the Bay Area.

    Click here (and select WIPS™ Rent Payments) to find a location near you. You will need your WIPS account number, which our Resident Services team will be happy to provide to you.

  • How do I sign up for the Resident Portal?

    Please contact Resident Services and make sure we have your current email address. Our representatives will be happy to send you an invitation email with an activation link to easily setup your account.

    If you have your Resident ID code handy, you can register by visiting greentreepmco.com/residentportal. Tip: your Resident ID registration code can be found on your lease agreement as well as on statements you’ve received from us. If you need additional help with the login process, we can walk you through it over the phone.

  • Need to verify your monthly rent?

    Monthly rent charges appear on your resident page. Log in to your Resident Portal to review all charges and payments on your account.

    If you have questions about your account, please let us know by completing our convenient Accounting Questions form here or by sending us an email at residentservices@greentreepmco.com.

  • 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 five business days before the first to avoid a late fee.

  • Where do I send my payments?
    Online Payment

    The most secure and convenient way to pay is online in our Resident Portal where you can submit payment by e-check, credit card, or debit card.

    Rent payments may be made online using our Resident Portal. Please note that you will need your Resident ID code to register your account; it can be located on the Welcome Page of your rental agreement and on recent statements you’ve received from us.

    If you are unable to locate your Resident ID code or need other assistance setting up your account, our Resident Services team will be happy to help you. You can reach us at residentservices@greentreepmco.com or 415.347.8600.

    Rent can also be paid online with Bilt Rewards. Sign up for the Bilt Mastercard to earn points on rent with no fees. Earn up to 2x points on each rent payment. No annual fee. Use your points for travel, future rent credit, fitness classes, and more.


    Pay Online


    Pay by Check

    If you wish to pay by personal check or cashier’s check, you can mail those payments to our new PO Box address at:

    PO BOX 82835
    Goleta, CA 93118-2835

    Please be sure to include your Resident ID in the memo section.

    Pay with Cash

    To pay by cash, we offer the WIPS™ (Walk-in Payments) system where, rather than purchasing a money order, you can pay directly to your account at participating agents throughout the Bay Area.

    Click here (and select WIPS™ Rent Payments) to find a location near you. You will need your WIPS account number, which our Resident Services team will be happy to provide to you.

  • What fees are associated with payment by credit card and debit card?

    Credit Card Transactions:

    • 2.50% of payment amount for all credit cards

    Debit Card Transactions:

    • Transaction amount < $1000: $3.95/transaction
    • Transaction amount between $1000 – $1999: $4.95/transaction
    • Transaction amount > $2000: $9.95

    ACH/E-Check Transactions:

    • There is no charge associated with ACH (e-check) payments via your checking account.
  • 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.

  • What is the Resident Portal?

    The Resident Portal is your one-stop shop for seeing everything related to your account. You can make payments, access your account ledger, send our Resident Services team a message, see important documents and announcements related to your apartment, and submit maintenance requests.

  • How does the Resident Portal handle my data?

    The Resident Portal complies with the California Consumer Privacy Act of 2018 by encrypting and securing the information you provide; your sensitive banking information is never shared with GreenTree.

  • How can I avoid late fees?

    Our Resident Portal offers an automatic payment option, so you can set if for the 1st of the month and relax knowing that payment will be posted to your account automatically on the date it is due.

  • Can I use the Resident Portal for Parking and Storage?

    Yes! Our new and improved Resident Portal accepts payments for parking and storage. If you live in one of our apartments, you will see those charges on your account. If you reside elsewhere, you can create a Resident Portal account to access your parking or storage space and submit payments online. Please contact our Resident Services team for assistance with registering your account.

  • Can I use the Resident Portal to pay rent for my retail space?

    Our small business owners can pay rent in our Commercial Café portal at https://www.greentreepmco.com/commercialportal.



Resident Portal



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.



Pets

  • I want to get a pet. What do I do?

    GreenTree Property Management is happy to welcome your new pet into your home!

    First, please be sure that your pet meets our restriction guidelines. Then, fill out the Pet Screening form on the Resident Portal Page by logging in here and clicking the PETS tab.

  • What is PetScreening?

    PetScreening helps to manage pet and animal records. We use PetScreening to screen household pets, validate reasonable accommodation requests for assistance animals and confirm every resident understands their pet policies. To facilitate the screening and validation process, PetScreening offers applicants and residents three profile types to choose from.

  • Need assistance filling out my PetScreening form?

    Do you have questions about the pet screening process or need technical assistance? Please email PetScreening Support Team directly at support@petscreening.com or use the chatbot by visiting www.petscreening.com.

  • Is there a pet deposit?

    Yes. It is refundable. $500 for dogs and $250 for cats.

  • Is there a weight limit?

    Yes. Dogs must be 40lbs and under, except in ground floor apartments where dogs must be 80lbs and under.

  • Is there a pet limit per apartment?

    Yes. We will allow up to two (2) pets per apartment. There is a weight limit per dog.

  • Are there breed restrictions?

    Yes. The following aggressive breeds are restricted (and are subject to change):


    1. American Pit Bull Terrier
    2. German Shepherd
    3. Rottweiler
    4. Doberman Pinscher
    5. Wolf-Dog Hybrid
    6. Bullmastiff
    7. Cane Corso
    8. Great Dane
    9. Tosa Inu
    10. American Bandogge
    11. Dogo argentino
    12. Canary Mastiff
    13. Chow Chow
    14. Siberian Husky
    15. Rhodesian Ridgeback
    16. Boerboel
    17. Pharaoh Hound
    18. Akita Inu
    19. Caucasian Ovcharka
    20. Boxer
    21. Staffordshire Bull Terrier
    22. Saint Bernard
    23. Alaskan Malamute
    24. Presa Canario
  • My pet is an ESA or Service Animal.

    With regard to Service Animals & Emotional Support Animals, breed and size restrictions do not apply, so long as a licensed medical professional or licensed mental health professional states, in writing, that you require a service or support animal for the ongoing treatment of a medical issue. Please note that documentation of vaccinations is required for service and support animal. In addition, pet deposits and pet rent are waived for service and support animals.

  • Other Policies

    No pets or animals are allowed in or about the Premises, even temporarily or with a visiting guest, except as allowed by law or by the express written consent of Owner. Any such consent is conditioned upon Resident completing, signing, and returning to Owner the Pet Agreement, which shall become part of the Rental Agreement.

    Please remember that ALL pets must kept on a leash at all times.



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.