How to Submit and Schedule a Maintenance Request Using MAX™

  • Updated

MAX™ is here to make your maintenance experience easier and more efficient! Available 24/7, MAX™ provides step-by-step guidance to help you troubleshoot and resolve common issues on your own. If a repair is needed, MAX™ ensures your property management team has all the necessary details, helping technicians arrive prepared for a one-trip resolution—saving you time and hassle.

Please note: MAX™ is currently available only to residents  whose property management company is participating in the BETA testing program. For non-BETA users, refer to How to Submit a Meld.

Let’s get started! The below example will show steps to create "heater is not heating" meld

Step 1: Access MAX™

  1. Log in to your Property Meld account.
  2. Navigate to the Meld Requests section.
  3. Click on “Submit a maintenance request” to begin.

 

Step 2: Learn How It Works

  1. You’ll see an overview of how MAX™ assists with your request.
  2. MAX™ will:
    • Ask about your issue.
    • Guide you through a few troubleshooting steps.
    • Collect details to ensure a smooth repair process.
  3. Click “Proceed” to continue.

    NOTE: this screen will only display once during the creation of your meld.

 

Step 3: Confirm Availability for Faster Service

  1. MAX™ asks if you are currently at home and using your smartphone.
    • This helps provide real-time troubleshooting and allows you to upload photos.
  2. Select "Yes" if you're ready to provide details.
  3. Select "No" if you are away but still want to submit your request.
  4. Click “Start my request” to continue.

 

Step 4: Describe Your Issue

  1. Type a brief description of the problem. Example:
    • "The heater in my bedroom is not working."
  2. Alternatively, choose from a list of common issues (e.g., "No water in the shower").
  3. Click on the appropriate option to proceed.

 

Step 5: Confirm the Details

  1. MAX™ will summarize your request and ask for confirmation.
  2. Review and adjust details if necessary:
    • What is the issue? (e.g., "Heating system - Heater")
    • What’s the main problem? (e.g., "Not heating")
    • Where is it located? (Select the location)
  3. Click “Confirm” to finalize your request.

 

 

Steps 6-9: Gathering Information & Troubleshooting


Step 6: Select the Type of Heater (if applicable)

If you reported an issue with your heater, MAX™ will ask you to identify the type:

  1. Choose the heater type that matches yours (e.g., Electric, Gas, Propane, Boiler, or Not Sure).
  2. If you're unsure, swipe through the images for a visual reference before selecting.
  3. Click the appropriate option to proceed.



Step 7: Specify the Extent of the Issue

  1. MAX™ will ask how much of your home is affected by the issue.
    • Options may include "Part of it", "The whole thing", or "I'm not sure".
  2. Select the most accurate answer.

 

Step 8: Perform Basic Troubleshooting

To help resolve the issue faster, MAX™ will walk you through a few checks:

  1. Check the thermostat settings:
    • Ensure it's set to HEAT and the fan is on AUTO or HIGH.
    • Adjust if necessary.
  2. Select the option that best describes your situation:
    • "I changed the settings, now it is."
    • "It was already set right."
    • "I tried, but no."
    • "I'll wait for a technician."

 

Step 9: Check the Air Filter

A dirty filter can affect heating and cooling. MAX™ will prompt you to:

  1. Inspect your air filter (filters should be changed every 30-90 days).
  2. Choose the most accurate response:
    • "Yes, it is." (Filter is dirty)
    • "No, it's not." (Filter is clean)
    • "I'm not sure/can’t check."

If dirty, MAX™ will guide you on cleaning or replacing it.

 

Step 10: Provide Media/Photos/Videos & Additional Details

  1. Upload Photos or Videos (Optional)

    • Attach images/videos to help your technician diagnose the issue.
    • Click "Upload Photos or Videos" or choose "Skip" if none are available.

  2. Provide More Details

    • Answer additional prompts about the issue, like:
      • How might we be able to replicate the issue?
      • What may have caused the issue?
      • When did the issue begin?
    • You can skip this step if needed.

 

Step 11: Set Preferences

  1. MAX™ will ask for entry preferences:
    • Do you give permission for a technician to enter within 24 hours if needed?
    • Any important notes about pets or security systems?
  2. Click “Proceed” to finalize your request.

 

Step 12: Select Your Availability

To ensure the issue gets resolved as quickly as possible, MAX™ will ask you to:

  1. Pick at least five available time slots for a technician to visit.
  2. Click "Submit" to confirm your availability.

 

Step 13: Provide Feedback (Optional)

After submitting your maintenance request, MAX™ will ask for your feedback on the process:

  1. Rate your experience by selecting 1-5 stars based on how easy it was to submit your request.
  2. Leave additional feedback (optional) in the text box—this can be positive, negative, or any suggestions you have.
  3. Click "Submit Feedback" to finalize, or select "Return to Home" if you prefer to skip this step.

 

Step 14: Confirm Your Request Submission

Once your request is submitted:

  1. You’ll see a confirmation message stating that your issue has been sent to property management.
  2. You can now close the window or return to the home screen to check the status of your Meld.

 

 

 

 

 

 

 

 

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