ComplaintsforHillcrest Property Management, Inc.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, I have called and emailed this association before but no one ever answers until I physically have to go in to their office and even then everytime I go the person in charge or the bulging I live in has just left. I am being charged $150 extra in my hoa this month for no reason they did not explain as to why they just added that amount and didnt explain or send a letter I know my hoa fee went up and I owe them $34 which is the difference because I didnt update ethe amount on time. But I dont understand where the $150 is coming from and no hope in getting an answer as last year I sent an email about water damage from our bathroom as there was a leak on the plumbing and never received an answer or reimbursement as we had to tear down a wall in our bathroom ** it was soaked and the water was coming into our bathroom. Still never resolved a lady in the office said oh she never answers but her assistant does which was a lie. Im so tired of this.

  

  Business response

  04/08/2024

  Dear *******,

  I apologize for the issues you have experienced, and a member of the team will be contacting you to resolve your concerns.

  Sincerely,

  ***

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a condo/rent out & Hillcrest is the Property Mgr. Accounting issues for months&they won't resolve. I have regular fee& special assessment monthly. I set up ClickPay/set *** pay so both fees are covered. Wrong amount is pulled. They send statements of $400/$600/ late fees that I dont owe. When this 1st happened in the fall, I called&after several phone calls actually got a human who told me it was ClickPay Issue. I spent a lot of my work day, dealing w/ClickPay on live chat&they said Hillcrest is the ****************** is set up correctly. Since then, it has NOT improved. Amount withdrawn are all over. In the last mo I got another big bill in the mail& again after several attempts to get anyone, finally talked to someone who said to change the date of the withdrawl inClickPay&that should solve it. It hasn't. Wrong amount pulled this month&still showing a balance. There should NEVER be balance. I called 3 wks ago/was told someone would call me back that week. No one has. I sent another email & called again this AM. I was hung up on b/c receptionist said it was rude that I asked if anyone can walk over to the acct team, make sure someone is actually available BEFORE transferring me to voicemail b/c they don't return calls. I've spent hrs away from work, trying to get this resolved & they simply don't care. I called13 times today after I was hung up on, just to get another human who, again, sent me to a useless voicemail. I wish I had a choice on the mgt co. I need a resolution.

  

  Business response

  04/08/2024

  Hello,

  I apologize for your experience in setting up and making your payments. Based on our records, you spoke with someone on April 2, 2024, to resolve this issue.  If the issue is still unresolved, please email me directly at *************************************.

  Sincerely,

  ***

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hillcrest management association manages ****************** townhouse association in *************.Work order was opened to repair a hole in siding in May of 2023. Nothing was done till now.I left multiple voice messages and emails, but no one addressed the issue or provided and ETA on when the repair will be done.

  

  Business response

  10/20/2023

  We apologize for the delay in completing the work.  Based on recent communication with the vendor, it is our understanding the repair is complete.  If that is not the case, you can contact us at ************ or submit a request on our portal.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Please see the attached document.

  

  Business response

  10/20/2023

  Hillcrest has received your complaint regarding the attorney fees assessed to your account.  The decision was made by the ***** of ********* of ************ * *********** and as the agent, Hillcrest turned the necessary documentation over to the attorney selected by the ***** of *********.  It is the policy of the association to turn over delinquent accounts to the attorney.   The ***** of ********* did not provide direction to Hillcrest to waive the attorney fees and therefore Hillcrest is not able to do so.  As an owner at ************ * Condominums you are able to request a meeting with the ***** of ********* at an open board meeting to discuss your concerns.  You can contact the ********************* Manager at ***************************************.

   

   

  Thank you,

  ***

   

   

   

  Book time to meet with me

   

  	***************** President *irect: ************ Ofc: ************|Fax: ************ 55 *******ndStreet, Suite ********************************* www.hillcrestmgmt.com

   

  
  

  

  Business response

  11/03/2023

  Hillcrest has received your complaint regarding the attorney fees assessed to your account.  The decision was made by the ***** of ********* of ************ * *********** and as the agent, Hillcrest turned the necessary documentation over to the attorney selected by the ***** of *********.  It is the policy of the associationto turn over delinquent accounts to the attorney.   The ***** of ********* did not provide direction to Hillcrest to waive the attorney fees and therefore Hillcrest is not able to do so.  As an owner at ************ * Condominums you are able to request a meeting with the ***** of ********* at an open board meeting to discuss your concerns.  You can contact the ********************* Manager at ***************************************.
  
  
  Thank you,
  ***
  

  Customer response

  11/09/2023

   
  Complaint: 20585899
  
  I am rejecting this response because:

  My ID# is ********. This is to let you know that I "Reject Business Response" from Hillcrest Property Management, Inc.
  

  
  

  I was not able to meet your time frame because my computer broke down and is not fixable. I have been borrowing a computer when I am able to in order to reply to the Hillcrest's response.

  
  

  My response is attached along with 3 scans of e-mails to support my statement. Please let me know if any further information is needed.

  
  

  
  Thank you,

  *********************

  
  
  Sincerely,
  
  *********************

  

  Business response

  11/27/2023

  Dear **************,
  
  In response to your recent letter to the BBB stating that you do not find my response to your satisfaction, Hillcrest has made the decision to cover the fees charged to you and the association for your lack of payment.  This decision was made as a goodwill effort and not that the fee was charged in error.
  In response to the mentioned issues with communication, I apologize that members of the Hillcrest team did not respond to some of your emails or phone calls.  I will look into it and make sure it is addressed.
  Regarding the payment to your account, it is your responsibility to ensure payments are being made.  In February 2022, Hillcrest disabled the payment method you were using and therefore no payments were taken from your account.  The is no record that you reached out to Hillcrest to inquire that your payments had not been taken from February through June 2022.  It was not until you received the letter from the attorney that you made the payment. 
  In an effort to explain how Hillcrest and ************ D work together regarding financial matters, I will answer the questions you asked in your response.
         Q: By what authority does Hillcrest believe I am responsible for this attorneys fee? Where does the policy you state in your response come from?
                 A: As an agent for the association, Hillcrest acts at the direction of the ***** of **************** ********* requested that your account be turned over to the attorney to collect unpaid assessments.  The attorney charges the                       association for those services, which are then added to the delinquent account owners.  The policy stated in my response, is the consistent practice of how the board handles owners that are delinquent in assessment                       payments.
        Q: Why havent I been sent an itemized bill/invoice for these fees if I am liable?
               A: I have attached the itemized bill at your request.  In our previous system, we were not able to attach the invoice for services being billed back to the owner.  Therefore, a line item was added to the ledger with the amount                     to be paid. (see attachment A, information is highlighted)
        Q: If I had to pay the attorneys feeeven with an itemized billhow would I know that Hillcrest would post my payment to my account?
              A: Prior to this specific payment issue, your payments were always credited to your account.  Since you set up your new payment method,your payments have been credited to your account.  The issue of responsiveness is              not representative of how Hillcrest handles your payments.
  
  If you would like to discuss anything else, you can contact me directly on ************.
  

  Best regards,
  *****************
  President, Hillcrest Property Management

  Customer response

  12/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.Please also see my attached response.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am reopening complaint number 20365655.Thought to be resolved but as of their response on 7-24-23, I still have not received my check for $275.$275 was automatically deducted for association dues for my previous address **************************************************************************. Bennington Lake Homes. I contacted them several times with the promise of check being mailed. I contacted BBB and supposedly it had been resolved but I still have not received any money

  

  Business response

  08/24/2023

  The Check Request for ************************** refund was put into our ** ***** the same day as agreed.

  I will check on status since this certainly should have been taken care of by now.

  *************************
  Executive Vice President
  Hillcrest Property Management

  Customer response

  09/05/2023

   
  Complaint: 20510827
  
  I am rejecting this response because:
  I do not wish to close this case because I still have not received my check as promised by Hillcrest. 
  I have been trying since June on my own and with the BBB since July 24th. I don't trust them to send me my money 
  Sincerely,
  
  *****************************

  Customer response

  09/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I received my check so you can close this case. 
  Thank you. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hillcrest management properties managing drake association condominiums and I am a current owner for a property that they manage. They are using predatory practices as if they are partnered with their legal team to come out of now where send me a certificate of demand letter to pay a bill or dues for repairs on property which I had no knowledge, they did repairs supposedly in June 2023 or July 2023 I never got a copy as its rental property of mine. They send this to their attorney to collect the funds on top of their attorney fees adding to couple hundred dollars on a thousand dollar bill. I had no problem paying them which I have mailed the the cashier check. However do not agree with them charging me legal fees for over dues for a month or two which I was notified. There credit card processing company charged be over by **** dollars earlier this year it took them over two months to send me the payment and I didnt hire attorney or take them to court. But they are using unethical and predatory practices and need to stop. I need your help to fix their bad practices and stop sending us to their legal partners and framing us and frauding us out of our hard earn income.

  

  Business response

  09/21/2023

  Hillcrest has received your complaint regarding your assessment account being sent to the attorney due to late payment.  The decision was made by the ***** of ********* of ************* and as the agent, Hillcrest turned the necessary documentation over to the attorney selected by the ***** of *********.  It is the policy of the association to turn over accounts that are 60 days past due to the attorney.   Any refund in legal fees must be approved by the ***** of ********* of your association.  If you would like to move forward with that request, please contact the property manager ********************* at ************************************* who can assist you with this request to the *****.  
   
  After researching the concern of Hillcrest charging extra, I was not able to locate any communication in our records. In hopes of coming to a resolution, I would appreciate it if you could forward me any communication you have on this matter. Please email me at *************************************.
   
  Thank you,
  *****************

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  June 1 2023, $275.00 This is the property management company for the association where I lived. I moved May 26th from *****************************************************************. Bennington Lake ****************** to *******. It was an autopsy. I have called at least 10 times and spoke various departments and people and everyone says we will process your payment. I have even spoke with ****** more than once in the accounting department and still no check. I'd like my money plus any interest they have received

  

  Business response

  08/08/2023

   

  We have received ************************** complaint concerning her refund of in the amount of $275.00 which, to date, has not been received.

  I will contact our ********************* to determine why this refund has not yet been processed, if that is the case, and if so make necessary arrangements to have her refund check issued and mailed to her new home address.

  *************************
  Executive Vice President
  Hillcrest Property Management
  ************** Direct Line
  ***************************************

  Customer response

  08/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/2/2023 It rained in my condo unit. I filled out the official work order and went through the proper channels. Hill ***** never officially responder about the work order. They sent an automated email saying someone was coming to fix the roof. I let the guy in ************** cooperative. He informed me that I have water damage to my place because leak and damage to the roof itself. He also informed me that this was not my fault and to ask for a copy of the report. I asked for it today. However the area in my ceiling hasn't been fixed, nor addressed by anyone. They haven't called, or even tried to work it out. Yet, I'm concerned because without professional advice, I don't know if there is mold, or mildew growing in it. It has gotten a little larger in the last week. Again I filed this on 7-2, it's rained 4 additional times since then. There is more work to be done as well. The pipes in my bathroom doesn't produce hot water properly out of the sink. HillCrest officially replied (2months later) it's responsibility to fix them even after informed them of our bylaws which states the association is responsible for anything in the walls or that's not in the unit. On Wed ****, one of the other owners spoke with me and reconfirmed that I was right. This request was made Jan. 9, 2023 and I finally got a response in March after threatening to withhold my assessment until the issue was addressed. The response was I'm responsible. Ideally I'd like my place fixed and maybe they should lose their BBB accreditation in my opinion. This is a business that thrives off of taking resources from community and not doin the work. If this is disputed, I do have records to show what I've done and all of the follow up to make sure I understood them.

  

  Business response

  08/08/2023

  We are in receipt and are reviewing ******************** repair issue complaint. 

  Hillcrest Property Management is an Agent for our principal, the ***** of ********* of ******************** Association, and the ********************* Manager, *****************************, and I will be discussing this matter with the *****. We work for and at the direction of the ***** and, at this point, I do not know enough of the details or background to meaningfully respond today. However, after we have completed our research of this situation we will respond accordingly.

  In the meantime, if **************** would like to discuss this matter with me personally I would welcome that opportunity in hopes of resolving his concerns.

  *************************
  Executive Vice President
  Hillcrest Property Management"
  ************** Direct Line
  ***************************************

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I AM A HOMEOWNER AND PAY MY ASSOCIATION FEE EVERY MONTH ON TIME!!!! AND I JUST SPOKE TO THE RUDEST LADY EVER ON THE ****** IT IS MID JULY AND OUR POOL IS NOT OPEN! THIS IS COMPLETED UNACCEPTABLE!!!!! POOL SEASON BEGINS MEMORIAL DAY WEEKEND, HERE WE ARE SIX WEEKS LATER AND NO URGENCY ON GETTING WHAT WE PAY FOR! AND THEN THE RUDE LADY CANT EVEN TELL ME AN ESTIMATE. SAYING PASSES ARE GETTING MAILED TO THEM AND THEN DISTRIBUTED TO US. IS THERE NO TRACKING??? YOU COULDN'T ASK AROUND ON WHEN WE SHOULD BE RECEIVEING???? JUST NO INFORMATION WHATSOVER AND REFUSED TO TRANSFER ME TO ANOTHER INDIVIDUAL. IF YOU ARE NOT GOING TO HAVE OUR POOL OPEN ON TIME THEN F****** TAKE IT OUT AND CHARGE ** LESS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

  

  Business response

  08/08/2023

   

  Hillcrest Property Management took over the management of ************************ Association, ********************************* on July 1, 2023. We were not informed prior to that time that the prior management had not, apparently, handled the necessary filings with the State and County with reference to licensing, inspection and opening of the Association Pool. When we first became aware of this problem we immediately begain working with the ***** of ********* and the ******************* of ****** Health, and the County, to move the licensing along as quickly as possible. 

  We have been managing ******************************** for about 5 weeks at this time and certainly appreciate the frustration of ******************** that the Association Pool was not operational as it should have been for the pool season.

  If ******************** could provide me with the name of our employee that he indicates did not handle his issues and concerns properly I will investigate that since this is by no means how we handle customer service issues at **********************.

  *************************
  Executive Vice President
  Hillcrest Property Management
  ************** Direct Line
  ***************************************. 

   

• Initial Complaint

  05/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 12th my condo unit located at ***************************** flooded due to sewage back up from association not maintaining the lines. My tenant contacted association about the issue but they didn't help him and made him wait till 4pm for a plumber to arrive as it was associations fault the sewer line wasn't maintained. The condo unit was overflowing since 12. When the plumber did arrive he fixed the main pipe and my unit was left unclean with sewage water. I have been trying to reach HOA for a whole month trying to get the documents to complete the insurance claim and left many calls and emails for a whole month. I got a response but the issue wasn't cleared up until I emailed many more times. I just got the invoices two days ago. Had I gotten the invoices sooner I would have mitigated sooner but I could not move forward with my insurance claim and it was denied due to me not having the sewer back up coverage. On July 21st my tenant had this issue as well and he also complained to association along with other issues with no response only until the flooding happened in my unit. I don't know know if the mold issue was still a problem before the pipe burst but I'm afraid my unit might now have growing mold. I asked to file with associations master insurance policy but ************************* (association) refuses to respond or help. There's constant other negative ****** reviews for Hillcrest as well so I know HOA was at fault in this situation as well and fails to take responsibility. I want the mold situation fixed due to associations negligence and uncooperativeness when I called and messaged them. They also tend to lie and say I didn't contact them when I did.

  

  Business response

  06/06/2023

  We have now had an opportunity to thoroughly review this complaint and are taking the opportunity to respond.

  First, Hillcrest Property Management is an Agent for a disclosed Principal, in this case the ***** of ********* of the complainant's Association, and we work for and take direction from the *****.

  The complainant's issues are properly addressed to the ***** of ********* and not to an Agent taking direction.

  However, the Manager, ***********************, is totally correct in that the *********************** is not the proper insurer to be contacted in this matter. Based on our research, the Association had fulfilled its responsibilities, as has Hillcrest, and it appears that the complainant is seeking to by-pass his own unit owner insurance company, which is the proper avenue, and expecting the master insurance to cover interior damage to his unit.

  In a condominium association there is a split of responsibility, and no condominium association would cover damage to a unit owner's interior damage under these circumstances.

  It is our recommendation that the complainant contact his own insurance carrier for the purpose of seeking recovery for damage to his unit.

  *************************
  Executive Vice President|
  Hillcrest Property Management
  ************** Direct Line
  ***************************************

   

  Customer response

  06/08/2023

   
  Complaint: 20055212
  
  I am rejecting this response because: when a sewage back up happens due to HOAs incompetence of not fixing the pipe then they need to be held responsible considering the piping runs throughout the building.  Also ***** has been dodging my emails constantly and coming up with excuses shows the lack of responsibility HOA takes to resolve issues as they arise. They never even answer phone calls. The ****** reviews even have proof that whoever runs bay colony only cares when they have to collect fines but not when homeowners seek documents or services. Had the pipe been taken care of on time my unit would not have to be professionally cleaned and inspected from a sewage backup. I'm only seeking 300$ as that's what it took to inspect my property and have it professionally cleaned.
  
  Sincerely,
  
  ***********************

  

  Business response

  07/05/2023

  Please see attachment 

  Customer response

  07/05/2023

   
  Complaint: 20055212
  
  I am rejecting this response because: They don't even answer phone calls or emails and have not even provided anyway to rectify the situation. So the BBB is the correct place to put such a complaint. Hillcrest does not want to take any responsibility for there mishaps and will do anything they can to dodge the situation
  
  Sincerely,
  
  ***********************

  

  Business response

  08/08/2023

   

  We have consistently indicated to **************** that as an Agent for the ***** of ********* of his Association we work for and at the direction of the *****. Despite this, **************** continues to demand that we ignore the direction of our Principal and issue him a check out of the Association's funds which we have no authority whatsoever to do.

  As previously indicated, ******************** grievance here is with the ***** of ********* of his Association and his issues and concerns should properly be addressed to them. Rather than file a complaint with the Better Business Bureau against an Agent, following directions from a Principal, he should contact his ***** of ********* to obtain redress of his concerns.

  We are not in a position to unilaterally take his requested resolution without explicit direction from the ***** of *********-which we do not have and will not receive. This has been explained to **************** by *************************, the Manager for his Association, and several times by me. 

  *************************
  Executive Vice President
  Hillcrest Property Management
  ************** Direct Line
  ***************************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩