ComplaintsforHillcrest Property Management, Inc.

• Initial Complaint

  07/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business manages Lakeside villas homeowner association. Every first day of the month I send a monthly check for $350 to the association, this year they changed their account address which I have sent my checks to for the past 12 years but this year problems began when I started sending checks upon their request to a ********** PO Box where my checks have not been deposited on time. On June 1st I sent my check as usual, a few days later I noticed my check has still not been deposited. On June 16th, I was stopped at the pool and told I have not paid the monthly payment to the association. I explained my position to an employee and only on the 28th on June my check was deposited. On June 30th the pool manager called the police on me and kicked me out of the pool with two kids plus took away my pool passes because "apparently" I did not pay. I immediately called the manager and left two voicemails. July 1st I sent two emails and left four more voicemail's with no response. I only received a response on July 3rd that payment was received but my pool pass was taken away by the pool manager who did not only introduce himself but also threatened to never let my family into HIS pool. Up until this day I still have not received the passes, I was called a liar who did not pay a monthly payment and my grandchildren were frightened. My holidays were completely ruined and instead of enjoying pool days, my entire family stayed home.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Im an owner of the condo which is being managed by this business. Ive had auto pay with them set up for HOA fees using my bank account ever since I bought a place a few years back. For some reason they stopped withdrawing the money in February of this year. I was not notified by any communication form whatsoever about any changes to auto pay or that my account had negative balance until they sent me a billing statement 4 months later dated 5/31/22. Statement includes late fees $25/month,$100 total for all months up to date plus unpaid HOA fees of the total of $2356.36. Been trying to contact these people for weeks now just to try to find out why they stopped withdrawing money for remaining HOA fees after processing last payment in January and theres absolutely no one to talk to at their ****************************** and theyre ignoring all the voicemails I have left. Same with the emails sent. Im looking for explanation and looking to waive all the late fees because this just isnt right. They have had all my contact info including my email and phone number and not even notified by mail about account being past due until 4 months later. I dont know what to do because Im being literally ignored by them and theres absolutely nobody to answer anything.

  

  Business response

  09/07/2022

  ********************** lives in La Casa ****** *********************** which is under our management.

   

  Hillcrest Property Management changed banks and our ACH (Automatic Cleaning House) provider starting on February 1, 2022. Prior to that change we sent out not less than  three (3) notices to all of the

  approximately ****** Owners residing in Associations under our management. Those notices, and copies of the same can be provided if needed, indicated not only the change in banks but also provided detailed

  instructions to be followed by any Owner who uses our auto-pay options. The vast majority of Owners made the change easily and with no issues.

   

  Some, like **********************, did not.

   

  Starting in February no automatic payments were withdrawn from ************************** checking account and that continued until we contacted him and assisted in setting up the new payment arrangement. I do not know who ********************** was calling or e-mailing but I apologize for any and all inconvenience he may have experienced.

   

  On June 30, 2022 ********************** brought his account current and at present his account is in order. 

   

  I will make necessary arrangements with our ********************** to review and waive any and all late fees on ************************** account and will, upon that being completed, provide him with proof of the same.
  
  Please re-open this file and kindly share this response with ***********************

   

  Should ********************** wish to discuss this matter with me directly my contact information is set forth below.

   

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

  Executive Vice President
  Hillcrest Property Management

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been sending e-mails and calling this business since late March 2022 and cannot get anyone to respond back to me. I own a condo unit in a building that they manage. I am not the original owner, but have inherited it from my step-mom who passed in Dec. 2021. I reached out to Hillcrest to try to change the ownership records, to get information about the association/building rules for listing the property for sale and to find out if I could have an estate sale at the unit. I had to figure out how to pay the assessment on my own. My real estate broker tried to reach them to find out the listing rules, but had no success either. He put a lockbox on the front door of the building with the keys in it so there could be showings for the unit. I just found out that the lockbox has been removed. I have no idea why and who has my keys. All I get when I call is a voice message or if a receptionist does answer, she puts me into various voice mail boxes. No one ever calls back.

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My complaint with Hillcrest is centered, but not limited to, 2 issues: 1) I received a statement on April 11 saying that I owed them payment for March. As you can see from this screenshot, I had paid them through April. Their bank is now in ********** and there have been numerous issues involved with this transition. 2) I have experienced a considerable amount of flooding in my basement this winter. When I reported the problem, the property manager, ********************, sent out "*************." They did seal two areas of the basement and suggested I replace the window, but the flooding continued, and was substantial. I got a second opinion from ** Waterproofers and notified ******************** that they recommended sealing on the outside under the window. and had all proposals sent to her. This was an emergency that was damaging my flooring and should be covered as foundation and exterior maintenance. The intervention has been done and has stopped the flooding, but I have yet to hear from ********************/Hillcrest. It makes me wonder if the company has some kind of exclusivity agreement with *************. I have an extensive list of emails to ******************** and two executives. As a general statement, our mostly owner-owned townhouse has had multiple issues with Hillcrest. We are on our third property manager in a year and ******************** told me on the phone in February that she planned to quit. As noted, they now use a bank in NJ and the transition was a mess. A new roof was installed in 2020 that required extensive repairs due to leaking. My next-door neighbors had to ask four times to have sewage from a leaking pipe removed from outside their unit- a biohazard- and had no success until there was attorney intervention. These units are mainly owner-occupied and have appreciated in value, despite being almost 50 years old. We need a management company that doesn't ignore us and treat us like renters that have no investment in our properties. Thank you for your intervention.

  

  Business response

  05/06/2022

  We have reviewed Ms. ******* Complaint and would provide the following responses to her two (2) issues.

  First, we are hard pressed to understand the relief to which she has requested, a refund, since at no time did she make an additional payment that would have created a credit balance. The statement that she received was sent in error to many owners, due to a software programming issue, and a notification was sent to all such owners informing them to simply ignore the statement. There will be no refund given.

  Second, we are unable to understand exactly what Ms. ***** is asking the Better Business Bureau to do with regards to her water leak issues. She is asking for your "intervention".  We do not believe that the Better Business Bureau is the proper forum to address such issues. It is our recommendation that Ms. ***** bring her various issues, complaints and concerns to the ***** of ********* of her Association which is the proper forum.
  
  Quite simply, questions pertaining to contractor performance, suggested improprieties which we strongly object to and have, in fact, discussed with our attorneys, and management/board of directors relationships are outside the purview of the Better Business Bureau. Additionally, we were not aware that Ms. ***** has in some manner been delegated by other Owners to speak on their behalf. 

   

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

   

  Customer response

  05/06/2022

   
  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,
  
  ******** Block

  The payment issue has been alleviated. The other issues are in process due to a change in property managers- the fourth one since this summer- and ongoing discussions with the board. ******************** apparently has been replaced as the property manager. The issues with the bank, at least for now, have been taken care of. No, I don't speak for other units, but many, including in our complex, were billed twice for March. 

• Initial Complaint

  01/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hillcrest has took out assessment payment twice in one month Hillcrest changed banks and both banks is taking out assessments Only want to talk to Owner

  

  Business response

  02/02/2022

   

  We are in receipt of ****************** Complaint and would offer the following comments in this regard:

   

  Hillcrest Property Management has changed banks for the vast majority of our close to 250 associations under management. As part of that transition detailed information was sent to all Owners, including

  instructions to follow, to make sure that the transition went smoothly. Unfortunately, it appears that  ************** did not follow those instructions causing her account to be charged twice in the month of January (one by the

  current bank and again by the new bank). However, the instructions clearly indicated that the January payment would be handled by the current bank and all she had to do was set up payment arrangements 

  with the new bank starting with the February assessment. She set up with the new bank one month early.

   

  I have forwarded this Complaint to the ownership of Hillcrest, per her request, and one of the Owners will be contacting her personally in this regard.

   

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

  Customer response

  02/14/2022

   
  Complaint: ********
  
  I am rejecting this response because:
  

   

   

  I got no notification of anything?  From no one?  What is my next step. Got no response from Hillcrest. 
  
  

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

  

  Business response

  02/25/2022

   

  ****************** original complaint did not ask for anything in particular other than wanting to speak to Hillcrest ownership.

  ********************* of Hillcrest did reach out to ************** and spoke with her concerning her issues and concerns and also assisted her in understanding the banking change and the new payment methods that have been insituted.

  At this point we believe that ****************** issues and concerns have been properly addressed.

  Should ************** have any other matters requiring assistance she should feel free to contact us directly. We are more than pleased to assist her. 

   

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

• Initial Complaint

  10/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They keep charging special fees over the past 3yrs for improvements which you can see that there is none to be seen. Like Taking over 2 yrs to put in 138 strobe light fire alarms in the condo units. Having no access to the swimming pool for the past now going on 4 yrs with a raggedy pool tarp that is getting destroyed and has vegetation and stagnant water collected in the pool. They seem to beat around the **** when it comes to answering questions at the meetings when the home owners ask about the finances and improvements. They tell us that the village is on them about being up to code but dont ever see any work trucks on the property in relations to the code violations. They just keep on taking the money with nothing to show. They dont even handle complaints in a timely matter either. Please help!!!

  

  Business response

  10/06/2021

   

  We are in receipt of ********************** complaint which, more properly, should be directed to the elected ***** of ********* of the **************************** in which she resides.

  Hillcrest Property Management is the Agent, under contract, with the ***** of *********. As an Agent for a disclosed Principal we work for and at the direction of the ***** of *********.

  We have no unilateral authority to undertake any improvement projects nor expend Association funds without the express, written direction from the *****. This is as it should be since no

  Association would want the management company to act without authority from the ***** to do so. 

  While we understand ********************** frustrations we are not in a position, without direction from the *****, to resolve her issues and concerns. ****************** should reach out to her ***** and raise such issues

  and concerns directly with them either in writing or by attending a ***** Meeting which is open to all Unit Owners.

  I would be more than pleased to discuss this matter further with ****************** should she wish to do so.

   

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

• Initial Complaint

  08/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My identity was compromised and my bank froze my account including checks. I had already sent out 2 checks. I was informed by one company the check didn't go through so I knew the other check hadn't either. I reached out to Hillcrest Management on July 19 and explained the problem. They told me I could pay online and sent a link to set up the account. When I set up the login and tried to pay it said $0 balance. I thought maybe the check did go through & since I never received a letter, an email, or a phone call saying there was an issue with my check, I decided I would just monitor my bank to determine if it cleared. When it didn't I called the manager and ask to call me back but she was on vacation. When I went to pay online for August the previous month fee was there as well as a NSF of $32.50. When I explained my situation they refused to waive the fee and admitted they don't call or contact people when there is an issue with payment. I made every attempt to pay and they made none

  

  Business response

  08/26/2021

   

  We have reviewed ******************** complaint and certainly sympathize with her identity being compromised.

  We will initially have the $32.50 *** charge reversed, as a courtesy, since it is clear that despite her best efforts the payment was delayed due to no fault of hers.

  It is true that with over ****** units under management we do not call individual owners but, rather, rely on each owner to timely make their payments and, if a problem arises, to contact us.

  That is exactly what **************** did and we do not have information as to exactly why the *** fee was not waived given her explanation. As indicated, this fee will be removed from her account.

  As to the issue with her credit report we do not have sufficient information to determine what, exactly, was reported to the credit bureaus. Hillcrest does not report payments to any of the national credit bureaus--if **************** can provide additional information in this regard we will certainly review that information.

  Given that we don't report to the credit bureaus there is, of course, no way that we could effect any correction.

  Once the additional information asked for is provided we will supplement this response at that time.

   

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

   

• Initial Complaint

  05/26/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I moved to Artist Square in August 2005. The windows haven't been washed in the last 7 years. The hallways and the stairs have never been painted.. We used to have quarterly meetings but haven't had any in years. I once spent 1000 of my own money for plants. Since the board president doesn't like me I got a cease and desist order. I don't know who is currently on the Board and have no copy of the budget. We have had the same board president for 7 years. We did not get notification to vote for new board members for the past 7 years. 6 years ago I wanted to paint the fence because it was rusting and they didn't want to do it so I secretly called Oak Park village and they had so many tickets for code violations so they finally painted the fence. Emails to Hillcrest go unanswered even after going up to the vice president, Scott Millard. We never see the currently assigned manager. We will try to attach the most recent email to which we received no response.

• Initial Complaint

  05/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a member of highland lakes condo association and have been an owner resident for 7 years. Today I went to the property management office to report that the tumbler for the front door of my building has been acting faulty, consequently it had cracked my key almost in half. I went to have them swap my key (still in tact) and to inform them of the issue. They wanted to charge me $50 for a new key! I found this unacceptable as this was not my fault. The manager (a man that would not give his name) insisted he was acting in accordance and in the best interest of the association. I asked him to show me where in any bylaws or documentation where it was agreed upon that a resident would incur a fee for a damaged key caused by faulty equipment. He flat out refused to show me any sort of documentation “I will not do that,” were his very specific words. I’m appalled at the customer service. Also, they intentionally do not update the community website with current rules and regulations

  

  Business response

  06/16/2021

  We are in receipt of *** ************ complaint and wish to clarify and respond to the same.

  First, Hillcrest Property Management is an agent for a disclosed principal, the Board of Directors of the Highland Lakes Condominium Association, and as an agent we work for and at the direction of the Board of Directors. 

  While we understand *** ************ frustration in regards to not receiving a replacement key at no cost that is not the decision of Hillcrest Property Management. As an agent we are charged with following the directions of our principal and, in this case, the Highland Lakes Condominium Association has clear Rules & Regulations, and policies,  in place governing keys. We have been instructed based on those Rules & Regulations and policies that anytime a Unit Owner needs a new key, regardless of the reason, there is a non-negotiable $50.00 charge. This charge is not a charge imposed by Hillcrest nor does Hillcrest receive the charge in question. The charge imposed is payable to the Highland Lakes Condominium Association and reimburses the Association for the cost of the security key.

  It is my recommendation that *** ********* brings his complaint not to Hillcrest Property Management but to the Board of Directors of his Association. It is they, and not Hillcrest, that is the proper party to whom this complaint should be addressed and the only party that is in a position to offer any redress of his complaint.

   

  SCOTT MILLARD
  Executive Vice President
  Hillcrest Property Management
  55 W. 22nd Street, Suite 310
  Lombard, IL n60148
  (630) 785-6039  Direct Line
  [email protected]

   

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