Online Access & FAQs
Access to online payments, maintenance requests, and more — all through CondoCafe.
CondoCafe provides condo owners with convenient online access to their account information, payment history, and maintenance requests, making it easy to stay connected with your association—all in one secure platform.
Mastercare will send an initial invite for owners to access their CondoCafe account. If you still need access, please contact marypat@mcareservices.com or call 708-851-2194.
To Access Your CondoCafe Account:
- Click the CondoCafe button above
-
Enter your credentials
- Use your registered email address and password to sign in.
-
Access your dashboard
- Once logged in, you can view account balances, make payments, submit maintenance requests, and update personal information.
Condo Owner FAQs
Following is an informational guide to assist owners when it’s their responsibility for repairs and when it is appropriate to call the emergency line. Most repairs within a unit are the homeowner’s responsibility.
What do I if I have a water leak?
Unless the source of the leak or problem is located outside of your unit, an owner should contact a contractor directly. Mastercare does not have unit keys so owners need to coordinate unit access for repairs. If the issue is located inside a unit, but the source of problem is located outside of the unit, please contact our office and we will assist as needed. In these instances, responsibility for the repair invoice will be determined by the source of the issue along with the Association documents.
Mastercare Building Services, Inc. does not make vendor recommendations. However, if requested, we may be able to provide owners with names of vendors who are familiar with the building to make repairs inside a unit.
What if I need roof access or other utilities areas?
Occasionally residents need access to the roof, or other areas for utilities, HVAC repairs, etc. A minimum twenty-four (24) hour notice is requested, as it is difficult, if not impossible to schedule the day of, especially if not during normal business hours.
What is the normal response time through email contact?
Although emails may be sent at any time or day, emails are typically answered during normal business hours. On occasion, we do answer emails outside of normal business hours but it is not to be expected. In general, you may expect an answer within 48 business hours depending upon the priority of the issue. Normal business hours are Monday through Friday from 9:00 am to 5:00 pm and exclude holidays.
We do our best to answer all questions in a timely manner. In the unusual event you do not hear back from us within 48 business hours, please follow up with an additional email or phone call.
It is very helpful if the subject line in your email starts with your condo name followed by your unit number, followed by the topic. This not only helps with organization but allows us to better identify recurring issues and problems for owners.
When do I make an emergency call?
The emergency line should be used for Association related emergencies which occur outside of normal business hours. Mastercare's office hours are 9:00 am to 5:00 pm, Monday through Friday, and exclude holidays. Because contractors charge additional fees to make repairs, and/or assess issues outside of the vendor's regular hours, you may want to consider contacting Mastercare during normal business hours if the issue can wait until the next business day. A charge is assessed on all calls to the emergency line. If the emergency is not deemed to be an Association issue, the homeowner’s account will be charged the fee.
Managers do not monitor phone messages or emails outside of office hours. A follow up email with photos or a video is often very helpful while addressing the emergency but an email will not get our attention. Only the emergency line contacts us directly outside of normal business hours. The emergency line number is 708-406-8645.
Please call 911 (Not Mastercare) for:
- Fire
- Burglary or other police matters
- You feel your safety is threatened
Contact the non-emergency police line for noise disturbances such as loud parties or excessive dog barking if the disturbance requires immediate assistance.
Contact Nicor directly if you smell gas. Call 1.888.642.6748 to report leaks, gas odor or emergencies.
Contact ComEd directly for power issues to determine if it is a ComEd power outage before contacting management. Call 800.334.7661 to report an outage.
Contact the emergency line if the following occur outside of normal business hours.
- No water
- No hot water
- No heat
- Plumbing issues which may cause flooding
Below is a non-inclusive list of unit related issues that management does not facilitate outside of standard office hours:
- Locked out of unit — management does not have owner unit keys
- Exterminator needed for mice and other pest sightings
- Individual related plumbing Issues such as leaking faucets and running toilets
- Unit air conditioner issues
- Unit windows and doors