Internal use only · onboarding reference

Ops Hub

One place for how we run things across all three companies — the tools each team logs into, the rules for how we talk to each other and to customers, and exactly when a problem stops being "handle it yourself" and becomes an escalation. Built for new hires and a living reference for everyone else.

Coastline Gutter Pros CGP

Gutter installation, repair & cleaning

Lead intake, self-estimate scripts, install day, invoicing & reviews.

BCB Auto Glass BCB

Mobile windshield & auto glass, LA / SFV / Del Mar

Scheduling, supplier ordering, technician routing, insurance payments.

The Property Advisors PA

Maintenance coordination for residential & commercial

Work orders, urgency triage, the full vendor directory.

i How to use this

Search everything

Use the search bar at the top to jump straight to a tool, vendor, phone number, or SOP across all three companies at once.

Tickets = escalation triggers

Anything styled like a work-order slip is a real recurring issue — what it looks like, when to escalate it, and the standard response.

This isn't static

Tools, vendors and pricing change. If something here is out of date, flag it to your lead — don't just work around it silently.

One rule that applies everywhere in this Hub No password, API key, or account credential is ever written down in a chat, a shared doc, or this Hub. Where a tool needs a login, this Hub tells you where the credential lives (a password manager, an admin panel) — never the credential itself.

Mobile auto glass repair & replacement

BCB Auto Glass

BCB Auto Glass is part of the BCB group, running Auto Glass of LA (AGLA), SFV Auto Glass and Del Mar Auto Glass across CA / AZ / WA. Always identify yourself to the client as "LA Auto Glass", not BCB. A sister umbrella, XPRO, runs Bay Area brands separately. Full docs live on the internal wiki.

Internal tools Communication rules Scheduling workflow Suppliers Technicians Payments & insurance Quality control Escalation Quick FAQ Assessment

Module summary

Identify yourself as ‘LA Auto Glass’ to clients — never ‘BCB’. We run Auto Glass of LA, SFV and Del Mar.
Core tools: Omega EDI (CRM/system of record), Google Sheets Jobs Tracker (update columns L–P on booking), WhatsApp (techs), Podium (client SMS), Stripe (payments), ClickUp (warranty only).
The moment a lead lands: text the client from the LA Auto line, then confirm tech → order part → confirm appointment → share photos → update tracker.
Order parts within 24h of the job, from the tech’s preferred warehouse when reasonable. Push dealership parts for 20–30% off list.
Insurance jobs = two appointments: glass replacement first, ADAS calibration second (handled by our team).
Never say ‘no availability’ or ‘fully booked.’ Acknowledge urgency, use ‘checking parts’ as a buffer, offer next-day priority.
Escalate to David when parts can’t be found or a tech is fully booked; escalate part-price gaps over $20 to Alex/Celia.

? Quick FAQ

The fast answers. Full detail is in the sections below — or use the search bar up top.

What name do I use with clients?

Always ‘LA Auto Glass’ (AGLA) — not BCB.

Where does the dollar price go when I message the technician?

Nowhere — don’t send the price to the tech unless the client is paying cash. It’s omitted from the standard job note.

A client demands a specific time today and we can’t hit it. What do I say?

Never say we’re unavailable. Blame parts/logistics, say the part’s arriving tomorrow, and offer first-thing next-day priority with 1–2 windows.

Where do warranty issues get tracked?

Only in ClickUp — not Omega, not the Job Tracker.

The tech’s preferred part is $35 more than the sales-team price. Can I order it?

No — a gap over $20 needs Alex/Celia approval first. Up to $20 is fine. Also weigh added travel cost.

What’s different about insurance jobs?

They’re always two separate appointments: glass replacement first, ADAS calibration second (our team handles calibration).

An insurance virtual card comes in for much less than expected. What do I do?

If it’s less than 25% of the expected payout, flag it in team chat and contact insurance for a correction before processing anything.

01 Internal tools

Omega EDI Primary CRM

Lead & job system of record

Xpro CSR uploads every new lead here. Scheduling checks it for requested date, part number (under "items"), and job details. You may also see line items like SRI (labor) and HAH (adhesive) — neither of those gets ordered as a physical part.

Google Sheets — Jobs Tracker

Scheduling working doc

New leads appear in the Jobs section. Columns L–P must be updated the moment a job is booked: arrival window confirmed, technician assigned, supplier/warehouse pickup location, and notes.

Primary technician channel

Default channel for sending job details to techs. If no reply in 10–15 minutes, call. There's also a dedicated Back Office – LA Auto group for after-hours handoffs.

Podium owneroperated login

Client-facing SMS

All client texts go out from here, including the saved dispatch template sent the moment a lead comes in. Podium lead-delivery keys live in Cloudflare Pages env vars per site — rotating one means updating and redeploying every project, not just one.

Stripe

Debit/credit payment links & insurance invoicing

Used for standard client payment links and for processing insurance virtual-card payments (see Payments below).

ClickUp Warranty only

Warranty tracking

Warranty issues are tracked only in ClickUp — not in Omega, not in the Job Tracker. Don't duplicate warranty notes elsewhere.

BCB Glass Ops dashboard

Laravel + Filament, hosted on Cloudways · live since June 23, 2026

Runs intake → schedule → assign tech → collect payment → pay tech → review texts for the LA, SFV and Del Mar entities. Access is role-based — give people the lowest role that does their job:

Role	Can do
super_admin	Everything, including granting roles, templates, API keys, timing, ROAS
admin	Operations + entities/employees/warehouses + delete jobs. No templates, APIs, timing, or ROAS.
dispatch	Operations only — intake, scheduling, jobs, payments
finance	Bank Transactions ledger only (match/flag/confirm reconciliation)

Only a super_admin can grant elevated roles, managed under Admin → Employees. Per-location phone numbers, review links, and Zelle/Venmo details live under Admin → Entities.

wiki.bcbautoglass.com

Full internal documentation

Company overview, systems map, lead flow, the 9-site marketing fleet, GBP local-SEO SOP, and best practices for git/deploys and secrets. Editing requires a GitHub account with access to the wiki repo.

🔒

Secrets & access — the one rule No credential ever goes in a committed file, a chat log, or the wiki. Dashboard integrations (SMS, Google Ads, Plaid, Stripe) live encrypted in the dashboard under Admin → Integrations & API Keys. Server config lives only in the server's own environment file. Supplier account numbers below are identifiers, not secrets — the passwords that go with them live in the team's password manager, not in this Hub.

02 Team communication rules

Contact order

Always try WhatsApp first. No reply in 10–15 minutes → call the technician. If José doesn't answer → call another technician. Don't let a job sit waiting on one unanswered message.

Language

José, Alex and Jason communicate best in Spanish — use it with them.

Route timing

Technicians are only told about a job once the day's route is finalized — never send jobs ahead of time. This avoids a tech assuming a job is "theirs" before scheduling is locked.

Multiple jobs, one tech, one day

Confirm job #1 first and wait before confirming #2 or #3. If job #1 runs late, job #2 can be reassigned without the first tech feeling like work was pulled from them.

After-hours / incomplete jobs

Still in progress at end of shift → post in the Back Office – LA Auto WhatsApp group, tag Celia, Alex and David Loo, and list what's pending (payment, review request, remaining work). Completed after hours → whoever's first in after 8:00 AM owns reaching the customer, collecting payment, and any follow-up.

Timezones

Everything in the dashboard is stored in UTC and shown/scheduled in Pacific time. If reminders go out an hour off, the timezone config broke — flag it to Alex.

⚠

Never say "no availability" or "we're fully booked." Acknowledge urgency, use "checking parts" as a buffer, and offer next-day priority as the fallback. See the urgent-request script below.

03 Scheduling workflow

Roles: Xpro CSR handles lead intake and uploads to Omega EDI. The LA Auto scheduling team confirms parts, communicates with the technician, confirms the arrival window, and updates the tracker.

Step 1 — Lead intake & the immediate client text

Xpro CSR gathers year/make/model, repair type, VIN/part # if available, name, phone, address + ZIP, and any special notes ("call 20 min before"), uploads to Omega EDI, and notifies the scheduling team.

The moment a lead lands, text the client from the LA Auto Podium line using the saved template:

"Hi! This is the dispatch team at AGLA. We're coordinating your installation and are working on getting our team out to you as soon as possible. To make sure we come fully prepared, could you send over some photos of the glass that needs replacement? Thank you!"

That text also includes a disclosure that broken glass may have caused hidden damage to the regulator, latch or lock, which isn't always visible up front and isn't covered by the glass-replacement service.

Then, in order: 1) call the technician to confirm availability + preferred part location · 2) order the part · 3) confirm the appointment with the client (call directly if urgent — within 1–1.5 hours) · 4) confirm part pickup location + job details with the tech and share the client's photos in the WhatsApp group · 5) update the Job Tracker and Omega with appointment details.

Step 2 — Confirm technician availability

Call the technician to confirm they can take the job, that the part matches what they see in the client's photos, when they can pick up the part, and the day/time they can be on-site (aim for same day).

Step 3 — Check part availability & order

Identify the nearest warehouses based on job location and the technician's other jobs that day, to keep their route efficient. Call IGC and/or Mygrant Compton for availability, price, and to place a will-call pickup order. Choose the supplier on lowest cost, availability, and proximity to the job site or the tech's route.

Order the part within 24 hours of the job. For dealership parts, always push for at least 20–30% off list price — if offered 20%, ask if they can do 25–30%.

Insurance jobs are always two separate appointments Glass replacement first, ADAS calibration second (handled by our own team). The technician only does the glass on visit one. If the client asks about calibration, they should be referred back to us.

Step 4 — Confirm appointment & payment method with client

Default arrival windows are 3 hours: 9–12, 10–1, 11–2 … up to a last window of 3–6 PM.

"Hi NAME! Your total amount due is $000, you can send payment via Zelle to admin@autoglassofla.com. If you'd prefer to pay with debit card or credit card (this has a 3% processing fee) instead, just let us know and we'll prepare a payment link for you."

Always send confirmation to the technician once the client agrees — overcommunicate rather than assume.

⏰

If you can't confirm a technician/time within 20 minutes of a new lead alert, buy time with the BCB-scheduling-delay Quo template rather than going silent:

"Hi {{FIRST_NAME}}, I wanted to give you a quick update. Your replacement glass is available, but it's currently at one of our other warehouse locations. We're already working on transferring it over, and everything is moving forward as planned. We're just confirming the exact arrival time and will have an update for you shortly. I'll keep you informed every step of the way, and as always, feel free to text me anytime if you have any questions."

Step 5 — Send job details to the technician

Primary method: WhatsApp group. No response → call the tech → still nothing → call someone else. Send this exact set of fields:

Customer Name:
Date / Time for appointment:
Phone Number:
Address + ZIP:
Car Year/Make/Model:
Part Needed: (e.g., FB22496YPNN, Back Glass)
Location of Part on Vehicle: (Front / Back / Side)
Quote Price: only if client is paying CASH
Notes: (e.g., "Must call 20 minutes before")
Pickup Location: (ready for pickup at IGC / Mygrant)

Do not include the job's dollar price in the note to the technician unless the client is paying cash.

Step 6 — Update the Job Tracker & Omega

Update columns L–P immediately after booking: arrival window confirmed, technician assigned, supplier/warehouse pickup location, and notes (tech notes, part notes, delays, customer comments). Update the appointment date/time in Omega EDI too. If the customer reschedules or cancels, tell the technician immediately, confirm the next available time, and update the CRM + tracker right away.

Step 7 — Collect payment

Debit/credit: process via Stripe. Debit carries no added fee (1% absorbed); credit adds 3%. Include a photo of the repaired area and the vehicle details when possible.
Cash: tell the technician the exact amount the client owes, then follow up with the technician until they Zelle us the full amount.
Venmo: not a standard option — only offer it if the client explicitly asks. If so, they can pay the owner directly at @alex-borkin.

Urgent / specific-time appointment requests

Goal: acknowledge urgency, buy time to coordinate, and control the scheduling conversation without losing the client.

Step 1 — immediate response (within 2–5 minutes):

"Hi [Client Name], thanks for reaching out — I see you requested a specific time today, we're on it. I'm currently checking part availability to make sure we can complete this within your requested timeframe. I'll get back to you shortly with an update."

Step 2 — internal coordination: check technician availability, location proximity, and job duration feasibility. Don't confirm a time yet. Prioritize existing routes and efficient scheduling.

Step 3A — if the time works:

"Good news — we're able to accommodate your requested time. I'll lock this in for you at [time]. You'll receive a confirmation shortly."

Step 3B — if it doesn't: blame the constraint on parts/logistics, never on scheduling capacity.

"I just got confirmation — the part needed for your vehicle isn't available for that exact timeframe today. We've gone ahead and ordered it, and it will be arriving tomorrow morning. We can prioritize you first thing tomorrow at [offer 1–2 time windows]. Let me know what works best for you."

Step 4 — lock it in once the client agrees: confirm time, assign technician, send confirmation.

"Perfect — we've got you scheduled for [date/time]. Our technician will reach out when they're on the way."

If the client pushes back further:

"I completely understand the urgency — if anything opens up sooner today, I'll reach out right away and move you up."

04 Supplier accounts

Use the warehouse the technician prefers when reasonable — it's usually the most route-efficient option. See the part price-difference rule below before overriding that.

Supplier	Account	Notes
IGC LA	Acct #771 · BCB Auto Glass	Always call IGC LA, then ask them to place the order at the specific warehouse location the technician prefers. Login is on file in the team password manager.
Mygrant Glass Co.	Acct C038903-001 · BCB Auto Glass LLC	Billed weekly. If a refund is requested within the billing period, it's typically applied as a bill discount rather than a processed reimbursement — don't expect a separate refund transaction.
Pilkington North America	Acct #94644	1552 County Hwy G4, San Jose, CA 95131 · (800) 282-1986
PGW Auto Glass LA	Ref 877-929-2526 (Xpro Gateway)	317 W Victoria St, Gardena, CA 90248 · (888) 774-2886
O'Reilly	Acct #2838208 (temporary)	4325 Zaca Pl, Los Angeles, CA 90065 · payment by phone via Nico or Celia
Lexus of Glendale	BCB Auto Glass LLC	Payment by phone via Nico or Celia
Kearny Mesa Hyundai Service	Acct #H4325 · BCB Auto Glass LLC	Payment by phone via Nico or Celia
Audi Pasadena	Auto Glass of LA	Payment by phone via Nico or Celia

🔒

Usernames/passwords for supplier portals are not published in this Hub — they live in the team password manager. If you need access, ask your lead to provision it.

Part price-difference threshold

Compare the technician's preferred warehouse price to the price from the sales team (David's team). A difference up to $20 is fine, no approval needed. More than $20 higher → don't order yet, escalate to Alex/Celia for review. Also weigh whether a different warehouse adds enough technician travel to offset any savings — the goal is minimizing total job cost (part + travel/time), not just part price.

Cancelled jobs — part returns

If a job is lost/cancelled after the part was already ordered: instruct the technician to return it to the pickup warehouse, share our account info for that warehouse, verify with the technician that the return is in progress, then follow up with the warehouse to confirm receipt and that our account wasn't charged.

05 Technicians

Technician	Phone	Notes
José Aguirre — main technician	+1 (310) 425-6282	Spanish speaking
Jason Aguirre — José's son	+1 (562) 441-2812	Handles payments, often more responsive
Alex — second main technician	+1 (818) 385-7491
Miguel — secondary technician	—	Limited availability

1099 / W-9 requirement New technicians can be assigned initial jobs while onboarding, but after 3 completed jobs we must collect their W-9/1099 information before assigning more work. Keep documentation current for all active techs. Ricardo and Daniel are currently refusing to provide this — confirm willingness before assigning either of them any future job, and remove from the active roster if they continue to refuse.

06 Insurance virtual card payments Time-sensitive

Trigger: Alex sends a virtual card via the WhatsApp group or ClickUp. Process immediately on receipt — this is priority work, not something to batch later.

1. Verify the amount

Compare the card amount to the expected job payout in Omega (total job amount minus deductible). Within expected range → proceed. Less than 25% of expected → flag in team chat and contact insurance for a correction/reissue before processing anything.

2. Process in Stripe (AGLA)

Billing → Invoicing → New Invoice. Customer: Mercury Casualty Company. Line item: "Auto glass repair – Claim CAPA-XXXXXX," exact amount (no partials unless approved), quantity 1. Select Auto Charge Customer and enter the virtual card's number, expiration, and CVV, then finalize.

3. Confirm fees

Make sure no unexpected Stripe fees were deducted. If they were, screenshot the transaction and flag it internally — these should typically be avoided or accounted for up front.

4. Record & close

Mark as Paid in Omega/CRM, attach proof (screenshot of the Stripe payment), and send it to the group chat with Alex.

07 Quality control checklist

✓ Customer details

Match the CRM record.

✓ Vehicle & part

Details and part number verified against the job.

✓ Supplier confirmed

Availability and price confirmed before ordering.

✓ Technician confirmed

They've explicitly accepted the job.

✓ Arrival window

Agreed directly with the customer.

✓ Job tracker updated

Columns L–P current before you move on.

📷

Photos matter for warranty. Technicians must take thorough completion photos so we have something to compare against if a warranty claim comes in — and when a warranty request does come up, ask for photos before doing anything else. Upload job-finished photos to the shared Drive folder. We offer a lifetime warranty against leaks for both the part and the labor.

Review request link: maps.app.goo.gl/SUhpD7EEfDHwFZC46 — same rule as everywhere else: only ask when you're confident the outcome was positive.

08 BCB-specific escalation

Part unavailable at main warehouses

Medium

Response: try alternate IGC locations across LA before escalating further.

Escalate to David if none of the alternates come through.

Technician fully booked

Medium

Response: check with Jason for availability, or reschedule the client.

Escalate to David if neither resolves the conflict.

See the company-wide Escalation & Issues section for the full 22-category reference, universal escalation rules, and the record template — several of those categories (parts/quality control, OEM vs. OEE, technician pricing, Sentry incidents) are written from BCB's day-to-day operations.

Maintenance coordination for a property management portfolio

The Property Advisors

The Property Advisors is a full-service residential & commercial property management company. We serve as their Maintenance Team — coordinating repair and maintenance requests between tenants and the approved vendor list on their behalf.

Owner & contacts Internal tools Communication rules Urgency triage Handling requests AppFolio guide Vendor directory Reporting Quick FAQ Assessment

01 Company & core contacts

Grant Paules

Company owner, The Property Advisors

+1 (626) 818-5458
Grant@thepropadvisors.com

Maintenance team line

OpenPhone number

(213) 463-5409
maintenance@thepropadvisors.com

Internal reporting

Twice-weekly report goes to

Celia — every Wednesday and Friday.

What Property Advisors covers

Residential

Marketing properties and screening tenants, collecting rent and managing leases, coordinating repairs and ongoing maintenance, handling tenant concerns and evictions when necessary, and ensuring compliance with local housing law.

Commercial

Leasing and managing retail/office/industrial units, overseeing vendor contracts (landscaping, janitorial, security), coordinating maintenance and capital improvements, enforcing lease terms, and owner financial reporting.

Module summary

Our role: we’re the Maintenance Team for The Property Advisors, coordinating tenant repair requests with approved vendors — owner is Grant Paules.
Main tool is AppFolio; portal requests auto-create work orders, phone/email requests must be logged manually. All logins live in Bitwarden.
Triage every request: Emergency (same day), Urgent (1–2 days), Normal (3–7 days).
Vendor selection: use the Service Providers sheet — hierarchy ‘1’ = try first, and check the property-serviced column. Rodrigo is the go-to for odd/hard-to-classify jobs.
Tenant comms: stick to the reported issue, never suggest upgrades (maintain existing, replace only if broken), and don’t re-ask for info they already gave.
Always follow up with the tenant one week after assignment to confirm resolution.
Special/renovation requests go straight to Grant; report twice-weekly (Wed & Fri) to Celia.

? Quick FAQ

The fast answers. Full detail is in the sections below — or use the search bar up top.

A phone request just came in. Does AppFolio log it automatically?

No — only tenant-portal requests auto-create a work order. Phone and email requests you log manually.

How do I pick which vendor to use?

Use the Service Providers sheet: hierarchy ‘1’ is first choice, and check the property-serviced column — not every vendor covers every property. Unsure or odd job? Rodrigo, or text Grant.

A tenant wants a fixture ‘upgraded.’ What’s our policy?

Maintain existing items; replace only if actually broken. Don’t suggest upgrades. If it’s a replacement/renovation request, get photos and send to Grant to decide.

Where are the logins kept?

All AppFolio, email and OpenPhone logins are in Bitwarden — nowhere else.

How is an emergency defined and handled?

Anything that can cause harm, damage, or make a unit uninhabitable — no heat/AC in extreme weather, flooding, gas smell, etc. Assign immediately, call the vendor, notify the tenant.

When do I follow up with the tenant?

One week after the work order is assigned, to confirm the issue was resolved.

Do I have to report anything regularly?

Yes — a report to Celia every Wednesday and Friday covering texts/calls/emails managed, work orders added and assigned, follow-ups, and special requests.

02 Internal tools

AppFolio Main platform

Property management CRM & work order system

Where every maintenance request lives, from creation through status tracking to close-out. See the full quick guide below.

AppFolio Portal

Tenant-facing view

Used to test and simulate tenant requests and notifications before relying on them in production.

OpenPhone

(213) 463-5409

Text vendors directly after assigning a work order to confirm they actually received it — some vendors get overwhelmed and miss AppFolio notifications, so this extra ping matters.

Microsoft 365 email

maintenance@thepropadvisors.com

Phone and email requests must be logged into AppFolio manually — they don't auto-create a work order the way the tenant portal does.

Service Providers Google Sheet

Vendor master list

Source of truth for the vendor directory below. If a new vendor gets used, add them here as well as in AppFolio.

Internal CRM (agency-side)

Cross-company lead tracking

Any lead from Property Advisors gets added here too, for follow-up tracking. Tag it "prop advisors" if another vendor is handling the job, or tag it with the handling company + "Grant" if we're the vendor doing the work.

🔒

Logins: all AppFolio, email, and OpenPhone logins are stored in Bitwarden — not written down anywhere else, including here.

03 Team & tenant communication rules

Tenant communication

Stick to the reported issue

Don't expand scope or ask about unrelated items (garbage disposal, extra fixtures) unless the tenant raised them.

No redundant questionnaires

If the tenant already gave the details in the original request, don't send a follow-up form asking for the same thing again.

Clarify only when necessary

Only ask follow-ups that are critical to determine whether the issue is truly broken vs. functioning, and what type of technician is needed.

Never suggest upgrades

Policy: maintain existing items, replace only if actually broken. Don't imply a replacement or improvement unless confirmed not working.

Resolution, not exploration

The goal is confirming what's broken and whether it's already fixed or needs dispatch — nothing more.

Escalation requirement

If you're unsure about messaging or scope, consult your supervisor before contacting the tenant — don't guess and send.

Working on Grant's own properties

⚠

If any of our companies do work directly for Grant (not just coordinating a third-party vendor), let Brian or Marco know so photos/schematic proposals can be prepared for him, and loop Celia in — pricing for Grant's own jobs is being reconsidered and shouldn't be quoted ad hoc.

04 Urgency triage

Emergency

Same day

Can cause harm, property damage, or make the unit uninhabitable if not resolved immediately.

No heat/AC in extreme weather · major leak or flooding · broken water heater · sewer backup with no other toilet · sparking or power-outage electrical issue · gas smell (call the gas company too) · broken exterior door lock · fire or structural damage

Action: assign immediately, call the vendor right away, and notify the tenant.

Urgent

1–2 days

Needs prompt attention but isn't immediately dangerous.

Clogged sink/toilet with another usable one · fridge not working · broken window (security risk, no immediate danger) · rodents/wasps inside the unit · leaky faucet or minor water damage · smoke detector chirping or needing replacement

Action: assign within a day, coordinate the vendor, keep the tenant updated.

Normal / routine

3–7 days

Inconveniences that don't affect safety, health, or basic living conditions.

Broken cabinet door · interior paint touch-ups · lightbulbs out in shared areas · minor wall/floor cracks · garage remote not working · broken blinds or screen door

Action: group and batch if possible, assign based on vendor availability.

05 Handling a request

Request came through the tenant portal

Review the submitted info. If it's an upgrade/replacement request, get photos from the tenant and send them to Grant — he decides whether it truly needs replacing or just cleaning.
Check the tenant's preferred availability (note it may be outdated — treat it as a reference only).
Select a service provider from the approved vendor list. If unsure, text Grant with details on the issue and unit. Use Rodrigo (handyman) for uncommon or hard-to-classify issues.
Call the vendor, explain the issue, and give them the tenant's phone number and address to coordinate directly. Assist with scheduling if needed, and explain urgency.
Assign the vendor to the work order.
Follow up with the tenant 1 week later to confirm the issue was resolved.

Request came by phone or email

Collect the tenant's full name, property address + unit number, and issue details.
Identify (or figure out) how urgent it is.
Request photos if necessary.
Log it in AppFolio as a new work order — mark it internal, assign a vendor (or leave blank if unknown), and if it's a new vendor, add them to the Google Sheets vendor list too.
Call the service provider, give them the details, and ask them to coordinate directly with the tenant. Assist if needed.
Follow up with the tenant 1 week later to confirm completion.

Special / non-repair requests (renovation, scope changes)

For anything that isn't a standard repair — "remove a wall," "replace window," "new flooring" — collect the tenant's full name, property + unit, a description of the request, and current photos, then send everything directly to Grant Paules at Grant@thepropadvisors.com. Don't try to route these through the normal vendor-assignment flow.

⚠

Vendor selection rules: the Hierarchy column in the vendor list — anyone marked "1" is the first person to try. The Property Serviced column matters — not every vendor covers every property. Vendors with hierarchy 1 are the ones Grant relies on most.

06 AppFolio quick guide

Creating a new work order manually

Go to Maintenance > Work Orders → Add Work Order.
Fill in property + unit, category (plumbing, electrical, etc.), description (copy the tenant's report), priority (Normal / Urgent / Emergency), and confirm contact info accuracy. Assign a vendor or leave unassigned.
Save.
If the tenant sent photos by text or email, attach them at the bottom of the work order.
Once a vendor is assigned, share the photo with them so they arrive prepared.

💬

Always text the vendor from the OpenPhone number after assigning, to confirm they actually received the work order — AppFolio notifications get missed.

Work order status meanings

Status	Meaning
Open	Submitted, not yet assigned or handled
Assigned	Assigned to a technician or vendor
In Progress	Work has started
On Hold	Paused — e.g. waiting on parts or tenant availability
Completed	Work finished, pending final confirmation
Closed	Fully resolved and confirmed

Keep statuses current — everyone downstream relies on them being accurate, not eventually accurate.

Assigning the right help & notes

Only assign approved vendors already in AppFolio contacts (see the Service Providers sheet).
Leave internal notes before assigning. Tenants are auto-notified of most updates.
Use the Notes section to log progress ("vendor contacted," "scheduled for Friday"), attach shared photos/documents, and text vendors via OpenPhone to confirm receipt.
Follow up with the tenant 1 week after assignment to confirm resolution.

07 Vendor directory

Every approved service provider. Priority 1 rows are the go-to vendor for that trade — try them first. "All" in Property Serviced means no restriction; anything else means that vendor is limited to the listed properties. Use the search bar at the top to filter this table by name, trade, or property.

Vendor	Category	Property serviced	Priority	Phone	Contact via	Notes
Gruest, Rodrigo	General / all trades	All	1	(818) 356-6877	Text	Go-to for most things — often overloaded, confirm timing before assigning.
Abrego's Cleaning Service	Cleaning	All	1	(323) 742-4580	Call	—
American Cleaning Maintenance Services	Carpet cleaning / floor sealing / trash hauling	All	1	(818) 378-8332	Call	—
Clean Right, Inc	Carpet cleaning	Courtney Terr	–	(661) 949-2900	Call	—
Carpet Tyme	New carpet	All	–	(805) 495-0809	Call	Usually vacant apartments only — get approval first.
V & A Flooring Inc	Flooring	All	2	(818) 843-4773	Call	vandaflooring@gmail.com · used at Courtney Terr for carpet; say they cover many other jobs too.
Delena, Pan	Monthly landscaping	Patrican	–	(626) 893-3711	Text	—
Leon, Jose	Monthly landscaping	Via Palacio / Sinclair Pl	–	(661) 816-7470	Text	—
Mendoza, Alberto	Monthly landscaping	Skouras	–	(818) 939-6061	Text	—
Ruedas, Yolanda	Monthly landscaping	—	–	(818) 664-6467	Call	—
Solis, Jose	Monthly landscaping	La Peer	–	(310) 346-1307	Text	—
Vasquez, Rogelio	Monthly landscaping	Dockweiler	–	(323) 377-6203	Text	—
Damian Gardening Service	Monthly landscaping	Salceda	–	(661) 309-2170	Call	rdamianc79@gmail.com
Gabriel Gardening	Monthly landscaping	Courtney Terr	–	(661) 916-6601	Call	—
Green Onion LLC	Monthly landscaping / tree trimming	Franklin / Van Ness	1	(818) 428-0446	Call	marcelolaz36@gmail.com
Leo's Landscaping & Maintenance	Landscaping / lot cleaning	Victory	–	(818) 760-4574	Call	—
Sandoval, Martin	Landscaping clearing / new	All	–	(626) 329-6646	Text	—
Lopez Tree and Landscaping Inc	Landscaping / tree trimming	Ask	3	(626) 217-8035	Call	On the higher end — use only if no one else can do it.
Oksas, Anthony	Monthly pool	Via Palacio / Sinclair Pl	–	(661) 212-6209	Call	—
Cena's Pool Service and Repair	Monthly pool	Los Amigos	–	(818) 281-4991	Text	Marc818cena@hotmail.com
Hot Tropic Pool & Spa	Monthly pool	Courtney Terr	–	(661) 488-1099	Text	—
LA Pool Services Inc	Monthly pool	Franklin / Van Ness	–	(213) 393-9393	Call	lapoolservices@gmail.com
Nissi Plumbing Inc.	Plumbing (general)	All	1	(818) 203-7674	Call	nissiplumbinginc@gmail.com
L.A. Hydro-Jet & Rooter Service, Inc.	Hydro jetting	All	–	(800) 750-4426	Call	Use only if Nissi can't snake the line.
LeadingEdge Plumbing & Rooter, Inc.	Specialized / complex plumbing	All	3	(888) 525-3234	Call	info@leadingedgeplumbing.com
Sewer Inspections & Repairs	Drain issues	Franklin / Van Ness	5	(818) 568-0051	Call	—
Western Supreme Rooter, Inc.	Complex plumbing	All	5	(626) 448-6455	Call	Can do inspections and pipe liners.
Circulating Air, Inc.	HVAC	All	1	(818) 983-0775	Call	service@circulatingair.com
Andy's AC Repair	HVAC	All	2	(818) 913-2033	Call	Often beats Circulating Air's price/replacement quotes.
Lindsey's Heating and AC	HVAC	All	3	(626) 794-1191	Call	—
Nicolas Electric Group	Electrician	All	2	(818) 458-2285	Call	—
AA Electrical Services Inc	Electrical / panels	All	3	(818) 426-6810	Call	Higher pricing — complex jobs / emergencies only.
Modern Appliance	Appliance repair	All	2	(818) 200-6737	Call	—
Twin Appliances Inc.	Appliance repair	All	1	(323) 758-2442	Text	services@twinappliancesinc.com
Elias Fotos	Appliance repair	Franklin / Van Ness / La Peer	–	(818) 563-4407	Call	Older appliances at those buildings only.
B & B Lock and Security, Inc.	Locksmith / gates / handrails / welding	All	1	(626) 576-2340	Call	Van is the owner.
Total Relock	Locksmith	All	1	(323) 219-3929	Call	—
Foothill Lock & Key	Locksmith	Colo Robles	–	(626) 798-0886	Call	—
Real Lock & Key	Locksmith	All	–	(626) 567-9881	Call	—
Precision Iron Works	Gates / fence / handrails / welding	All	1	(714) 595-4144	Call	customerservice@precisionironworks.co
LA City Technologies	Access control / intercom / cameras	All	1	(877) 711-2100	Call	—
Jack Access Control Inc.	Access control intercom	Ask	5	(818) 402-8131	Call	Ask before using.
San Marino Security Systems	Alarm / security	Ask	–	(626) 285-7778	Call	info@sanmarinosecurity.com
Post Alarm Systems	Security / patrol	Franklin	–	(800) 654-7678	Call	Trespassing / patrol service.
Best Choice Painting Co.	Painting	All	1	(213) 386-3272	Text	Contact: James.
AC Painting	Painting / small projects	All	2	(323) 378-2093	Text	—
Fume A Pest & Termite Control	Pest control	All	1	(818) 757-4555	Call	—
Morales Exterminating CO., INC	Termites	All	1	(626) 572-7363	Call	—
Exclude Pest Exterminating Co	Pest control	Opp	–	(310) 215-1111	Call	exclude@excludepest.com
Walsh's Pest Control	Monthly pest	Colo Robles	–	(626) 359-4712	Call	—
Harry's Glass Shop, Inc.	New glass / commercial doors	All	1	(626) 796-4625	Call	jerry@harrysglassshop.net · ask for Jerry.
Highland Park Glass Co	Windows / glass repair	Franklin / Van Ness	1	(323) 254-3444	Call	highlandparkglassco@gmail.com · always confirm his availability.
We Screen	Window screens	All	–	(626) 827-8337	Call	—
Budget Blinds	Window coverings / blinds	Ocean Park	–	(310) 294-3538	Call	srasekh@budgetblinds.com · high-end blinds.
Bathtub Refinishing & Fiberglass Expert	Reglazing — shower/sink/countertop	All	1	(323) 396-1030	Text	Text photos of the areas needing work.
AAA Refinishing Corp	Reglazing — shower/sink/countertop	All	3	(800) 456-1492	Call	Try Bathtub Refinishing & Fiberglass Expert first; old fixtures only, get Grant's photo approval first.
Immediate Fire Protection Inc.	Extinguishers / fire alarms / annual cert	All	1	(323) 448-8469	Call	alejandra@immediatefire.com · always sends a quote before work — follow up if it doesn't arrive.
Pioneer Fire Professionals	Annual certs	All	–	(818) 785-3106	Call	—
Alliance Elevator Company	Elevator repair	Franklin / Van Ness	1	(323) 428-4807	Call	info@allianceelevatorco.com
Mission Paving and Sealing, Inc.	Lot striping / paving	All	–	(626) 452-8200	Call	—
JE Garage Doors	Garage doors	Tampa	–	(818) 713-0212	Call	Provided via the HOA.
E.M. Service	Handyman	All / Ask	2	(818) 590-8647	Call	aalegar@aol.com · basic jobs only.
A & G Signs	Property signage	All	–	(626) 794-3336	Call	—
Coastline Gutter Pros	Gutter installation / repair / cleaning	—	1	(323) 452-1809	Call	admin@coastlinegutterpros.com · also one of our own three companies — see the CGP hub for their internal SOPs.

No vendors match that search.

08 Reporting

Send a report to Celia every Wednesday and Friday covering:

Number of texts managed

Number of calls managed

Number of new emails managed

Number of work orders added to AppFolio manually

Number of work orders managed & assigned to a vendor

Number of 1-week tenant follow-ups completed

Number of special requests / other situations managed — with details if any came up

Ops Hub

Coastline Gutter Pros CGP

BCB Auto Glass BCB

The Property Advisors PA

i How to use this

Search everything

Tickets = escalation triggers

This isn't static

Coastline Gutter Pros

? Quick FAQ

01 Services & minimums

Standard install

Copper gutters

Cleaning

02 Internal tools

CRM / job board Daily

QUO Priority #1

Zoho Invoice

Google Earth (satellite view)

Stripe

Company calendar ("CGP")

03 Team communication rules

Daily priority order

CRM discipline

04 Lead intake

05 Estimating & follow-up

06 Installation SOP

Before install 1 day prior

Day of install

Post-install same day

07 Payment & invoicing

Zelle

Check

Credit card

If the client's Zelle has hit its daily limit

Follow-up if unpaid

Unpaid balance escalation window

08 Reviews & customer feedback

09 FAQs / troubleshooting

✓ Self-assessment

BCB Auto Glass

? Quick FAQ

01 Internal tools

Omega EDI Primary CRM

Google Sheets — Jobs Tracker

WhatsApp

Podium owneroperated login

Stripe

ClickUp Warranty only

BCB Glass Ops dashboard

wiki.bcbautoglass.com

02 Team communication rules

Contact order

Language

Route timing

Multiple jobs, one tech, one day

After-hours / incomplete jobs

Timezones

03 Scheduling workflow

04 Supplier accounts

Part price-difference threshold

Cancelled jobs — part returns

05 Technicians

06 Insurance virtual card payments Time-sensitive

1. Verify the amount

2. Process in Stripe (AGLA)

3. Confirm fees

4. Record & close

07 Quality control checklist

✓ Customer details

✓ Vehicle & part

✓ Supplier confirmed

✓ Technician confirmed

✓ Arrival window

✓ Job tracker updated

08 BCB-specific escalation

Part unavailable at main warehouses

Technician fully booked

✓ Self-assessment

The Property Advisors