BBB Accredited Business since
Phone: (970) 945-7266 Fax: (970) 945-7281 1512 Grand Ave Ste 109, Glenwood Springs, CO 81601
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A BBB Accredited Business since
BBB has determined that Crystal Property Management & Sales meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Crystal Property Management & Sales include:
- Complaint volume filed with BBB for business of this size.
- Response to 7 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||6|
|Total Closed Complaints||7|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Division of Real Estate-Colorado
1560 Broadway Ste 295, Denver CO 80202
Phone Number: (303) 894-2166
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Business ManagementMr. Justin Windholz, President
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1512 Grand Ave Ste 109
Glenwood Springs, CO 81601 (970) 945-7266 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
Complaint: We currently rent an apartment through Crystal Property Management (CPM) in *** ******. Upon moving in to the apartment in May, we took note of many items that needed repair and noted them on the damage assessment form that CPM required us to fill out. Most notably, the back door leading to the deck is not sealed and does not close properly, and spiders and beetles are entering our home freely. Also, the heating register in the rear bedroom, where my girlfriend and I sleep, does not function.As a result of these issues, there have been numerous incidents where we have awoken at night with spiders and insects crawling on us in bed. Also, we have found large wolf spiders camping in the corners of the bathroom. Such large spiders could have only come from outside of the house.As winter approaches, I am also worried about living in a house without a working heating system.We have reported these issues multiple times to CPM and asked for repairs to be made. As of today, 9/9/2013, we have yet to receive any response on repairs, and have had no contact from CPM or any maintenance person. There has been no acknowledgement of our complaints from management at CPM.
Desired Settlement: In order for this situation to be resolved the back door frame should be rebuilt and the door replaced. The heating register in the rear bedroom should also be repaired.
Business Response: We are sorry to hear about these ongoing issues. We have recently dispatched a vendor to repair the door so that the insects can not enter the unit. In addition we have hired a pest company to spray the outside of the building to help prevent additional insects from coming into the unit.
We have also hired a vendor to repair or replace the heat register.
It is our desire to make these tenants happy with their maintenance issues.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
Problems with Product/Service
Read Complaint Details
Complaint: Crystal Property on several occasions has failed to manage the property in which it is in charge of managing. Crystal Property Management is a not taking charge of the HOA at ******** ***** in *** ******, **. On several occasions they have failed to comply with the requirements of an HOA management company. I had to fight with them for 2 2 months and threaten action against them for sickness or injury caused by the failure of water to drain from my yard. The other homeowners have been requesting a French Drain for years and to no avail. Finally after constant contact and having to contact the Board of Directors over this HOA, Crystal Property decided it was in their best interest to take care of the issue. Now I am being told I am past due on my HOA fee when I have paid every month since I moved in here in December of 2012 on time if not early. I have tried to get them to research this and ****** (the owner) advised me that he would send me the statements to figure out what payment is missing. I advised him this is unacceptable and that as the HOA manager, he needs to go through his received funds and determine where they dropped the ball. He started to argue with me and stated "maybe I am not being clear" while continuing to advise me he was not going to do any research into this issue.
Desired Settlement: I would like them to take charge of the HOA that they have agreed to manage or he will be replaced. I would also like to be paid for the damaged carpet I have had to clean due to the lack of project management over the French Drain project that from start to finish took several weeks and left my yard unusable for my kids and pet.
Business Response: We are sorry to hear Mr. ***** is unhappy. There have been a couple issues over the past 6 months that have upset him. We feel that we have responded to his complaints and tried to react to them as quickly and appropriately as possible. One issue that arose was with the snow removal vendor. The snow removal vendor is contracted by the HOA and was removing snow too late at night causing disruption to Mr. *****’s family. We discussed the issue with the vendor and we believe the problem was solved as soon as possible after we were notified. In the spring we were notified that there was a drainage problem in Mr. *****’s back yard. We discussed the issue with the Board of Directors, obtained bids for the work and had the project completed. Mr. ***** had expressed dissatisfaction with the length of time that the project took. It was a fairly extensive project that took several weeks to complete and after it was completed it required that their lawn was watered. This probably caused the yard to be more muddy than it normally would have been. Although we feel that we explained the project in detail to Mr. ***** there were still issues with the length of the project and unintended consequences. Mr. ***** stated that this issue was brought to Crystal Property before by other owners and no action was taken. That statement is simply not true. The day Mr. ***** complained about his drainage I myself drove out to investigate the issue so I also disagree that there was constant complaining in order to get it addressed. Most recently there was an issue with Mr. *****’s billing account. Mr. ***** believed that a payment was not credited to his account. I spoke with Mr. ***** and advised that in order to find the missing payment that I would need to know what payment he believed was missing. It goes without saying that if we knew which payment was missing then it wouldn’t be missing. It took an unpleasant conversation for me to get Mr. ***** to agree to review his statement to see which check he believed was missing. After Mr. ***** reviewed the statement we sent him he was able to help identify the missing payment. Once it was identified it was easy to correct. If having Mr. *****’s carpet cleaned will solve our problems then we will gladly do so.
Crystal Property had not responsibly or diligently handled any project expressed in this concern. I have had several other owners complain about themand therefore have taken the appropriate actions to remove crystal property management as the homeowners association property management company in this area. aside from my immediate Association I have talked to several people that have homeowners association correspondence with crystal properties are completely dissatisfied with their service.
Regards and sincerely,
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.
|7/13/2012||Problems with Product/Service|
|7/9/2012||Problems with Product/Service|
|7/26/2011||Problems with Product/Service|
|5/25/2011||Problems with Product/Service|