Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/13/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hillcrest management has not cooperated with transferring of records of ******************* ******************** to McKenzine Management company It is now Feb. 13 and they were suppo sed to transfer all records by now. We especially need our Decemeber financials by now They are very uncooperative ********************* *********************** and ********************* and the accjountant *****. Please help us with this issue. There are many more but this is very important in doing are year end reports.Thank you ***************************** 847 698 779

  

  Business Response

  Date: 03/02/2023

  Hillcrest Property Management has been working with the Association's new management company and has forwarded an extensive amount of documentation based on requests for the same. As of today's date, we believe that everything that has been requested has been provided and there is nothing further needing to be done.

  All relevant financial information, including the December 2022 Financials are in possession of the new management company which has confirmed receipt.

  Unless we hear that there are any additional documents or information needed, we will considerer this matter closed.

   

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

   

   

   

   

   

• Initial Complaint

  Date:01/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I previously owned a condo in *******. The *** is Clarendon **************************** and recently they began contracting with Hillcrest Property Management to professionally manage the ***. I moved out in the middle of October 2022. I closed on that property on or about October 24, 2022, after I had already moved out. At my closing, the *** (received $250.00 move out deposit in case there is any damage during the move out process. I had already moved out but was told that this was a part of the closing costs and I would get reimbursed since there was no damage. Ive been following up regularly with the property manager, ***************, who gave me the run around then in December told me that they had 300 closings to process so it would take a while to get my money. *** called the company several times and spoken with women in different roles- one an admin assistant and one in billing, and *** also left a voicemail with the ***** ***** no longer responds to my emails to my attorney reached out and ***** said theres nothing she can do and copied someone else from the company on the email and that person never responded to my attorney, or to me when I followed up. Its now been 3 months and I havent got my money back and these are extremely hard **************** This company is truly awful.

  

  Business Response

  Date: 02/10/2023

  I am truly sorry for the hardship you have experienced, and I will expedite the refund of your deposit. It is true that we have been in the middle of a massive migration of almost twenty years' worth or records from one accounting software system to a new, state-of-the art system. This has, unfortunately, caused numerous delays but that's really not your problem and I apologize for the delay.

  All I need is your current address so that next week I can have our *************************** prepare a check which I will personally see is mailed out.

  *************************
  Executive Vice President 
  Hillcrest Property Management
  55 W. 22nd Street, Suite 310
  *******, ** 60148
  ************** Direct Line
  ***************************************
  
  

   

   

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 18893499
  
  I am rejecting this response because: I reached out to the ** who responded to the response via BBB asking him to confirm that the refund would be issued this week and requesting he let me know when it is issued. I have not yet received a response. Based on my repeated attempts (over 15) to get in touch with various people at the management company, even through an attorney, I do not trust this will be resolved as he stated. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/01/2023

  I apologize for the delay in responding to this matter but, unfortunately, for some reason this ended up in my Spam Folder and I just saw it today when I was purging old e-mails.

  When I previously responded I had indicated that I would have a refund check issued and I put in a Check Request to that effect. I will check with our *************************** to determine when the promised refund was, in fact, issued.

  I will supplement this response once I am able to research the refund check.

   

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

   

   

• Initial Complaint

  Date:01/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in a condo building in *****, **, our management company Hill ***** is breaching their fiduciary duty by not providing any financial reports since October 2022.The October report they submitted after many phone calls and emails, was inaccurate, didn't balance to the bank statements.Again, after many, many requests we still haven't received November or December 2022 and a corrected October.The lame excuse is that they implemented a new accounting system, that was October 2022, this is ******* 2023.Also, we have received phone calls from vendors that they haven't been paid.Could you reminder them that they are in breach of their fidicuary duty!Also, I am thinking about reporting this to the property management association AMO, can you give me some advice.Anything you could do will be greatly appreciated.

  

  Business Response

  Date: 02/08/2023

  We are in receipt and have now reviewed ************** complaint.

  It is true that Hillcrest has been transitioning from an accounting system that we have employed for close to 20 years to a new, state-of-the art system known as Vantaca. ************** association, the Greens at Bunker Hill, experienced unfortunate delays in the completion of financials as did all of the association under our management during that transition. 

  The Greens of Bunker ********************************** of *************** has now received all 2022 Financials including the noted October, November and December Financials. 

  As an Agent for a Disclosed Principal, the ***** of ********* of the Association, we work for the ***** and, to my knowledge, we have not received any questions or concerns from the ***** concerning the October 2022 Financials. If that is incorrect, we will, of course, address any and all such concerns once brought to our attention by the ***** of *********.

  As to unpaid vendors in checking with our *********************** we have no unpaid invoices for The Greens of ************** our system. We can, of course, only pay invoices that are forwarded to us. If there are unpaid vendors and/or contractors, no contractors and/or vendors for the Association have contacted us directly concerning such issues. 

  I trust that this satisfactorily addresses the issues and concerns of this complaint.

  Should ********** wish to discuss this matter with me directly she is welcome to do so. My contact information is set forth below. 

   

  *************************
  Executive Vice President
  Hillcrest Property Management
  55 W. 22nd Street, Suite 310
  *******, ** 60148
  **************  Direct Line
  ***************************************

   

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 18822513
  
  I am rejecting this response because:

   

   

  i want thank to Better Business Bureau for their help, without your voice I would still be waiting for the financials.

   

  The association needs taxes filed for 2022, this is a priority because we're moving to a new management company, and January financials as soon as possible.

   

  The management company is very much aware that our elevator needed repairs with a cost of $74,000, without the financials we didnt know

   our cash position.  I expect full cooperation, which is your fidicuary duty, with transition to the new management company.

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

  

  Business Response

  Date: 03/01/2023

  Hillcrest Property Management has been working with both the Greens of Bunker Hill and their new management company as they transition. Our last day of managing the Association was February 28, 2022. As of today's date, the October, November and December 2022 Financials have been completed and forwarded to both the ***** of ********* and the new management company. It is unfortunate that the change of our main software system to a new, state-of-the art system caused delays--which were totally and completely unexpected on our part.

  The new management company forwarded a transition list of documents that they required and, I believe, most if not all of those documents have been provided as requested.

  As to unpaid vendors we do not believe that there are any vendors who submitted invoices to us that have not been paid. We are aware of at least one vendor that never, in fact, forwarded invoices to us for payment and, of course, we could not have paid invoices we never received.

  Should there be any further unresolved issues and concerns if that information is forwarded to us we will timely respond accordingly.

   

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

   

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Beginning in January of 2021, I have had a mouse infestation in my home. I have put in COUNTLESS complaints to our board of association over the last two+ years and NOTHING has been done. I have spent hundreds of dollars attempting to fix the issue from the inside with no success. The mice just continue to get in. Not only is this infestation in my unit, but in the three other connecting units as well. And all of those homeowners have made complaints as well. The association is required to take care of issues from the outside walls. Clearly the mice get in from the outside.. *********************** is currently the head of our HOA board and she is by far, the absolute worst property manager I have ever dealt with in 15 years. She lies, manipulates, gaslights. Collects $200+ in association fees MONTHLY but refuses to do anything with it. Our snow doesnt even get removed! She refuses to provide workups of where our fees are going. Holds meetings during workdays and doesnt inform anyone about them. And tells us to take care of it yourself. Had I known this association was this negligent, I NEVER in a million years would have purchased this home. I have had two complaints in the 4 years I have lived here, mice and snow. I have paid over $8,000 in HOA fees and the only thing I have ever seen done on a regular basis is the grass being cut weekly. This association needs to be taken down and handed over to people who truly care.

• Initial Complaint

  Date:11/09/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, Im filing this complaint on behalf of myself and my fellow unit owners, we are six in total. Since May 31 of this year I have been requesting management to repair/replace our washing machine. I wish I could send you all the emails I have sent to management! I have received nothing but excuses, alibis, and apologies. It was determined that a new machine would be ordered. When that work order was issued, I dont know. All I get from management is theres been a delay . The last message from management I received was on 10/19 stating: you should be expecting the machine in two weeks . Still no machine and no further details from management. I honestly believe that management has absolutely no idea when that machine will be delivered! And they just dont care! I have posted a ****** review requested by customer care support at **********************. Not a favorable one to say the least! I totally understand the situation with goods being back ordered and so on but that is no excuse for the way this situation was completely bungled by an incompetent management staff!We are frustrated and weary!Sincerely,*************************

  

  Business Response

  Date: 11/21/2022

  We are in receipt of ******************** complaint which is directed to the wrong party.

  Hillcrest Property Management is an Agent for the ***** of ********* of Euclid Terrace I *********************** and take direction from the *****. We do not have unilateral authority to place orders and spend association funds absent direction from the *****.

  It is our understanding that the ***** President was spearheading this project and Hillcrest Property Management was not involved in the day-to-day progress being made. We further understand that there were significant issues in the initial attempt to repair the equipment and, when repairs were determined to not be possible, further delays in locating the equipment in question.

  Having said all of this, we now understand that the equipment was located and installed on either November 14 or 15, 2022 rendering this complaint moot.

  While we sympathize with the Unit Owners please understand that this complaint should properly have been directed not to an Agent but to the Agent's principal--the ***** of ********* of he Association.

  I trust that this response satisfactorily resolves this matter.

   

  *************************
  Executive Vice President
  Hillcrest Property Management
  55 W. 22nd Street, Suite 310
  ******* ** 60148
  **************  Direct Line
  ***************************************

   

   

   

   

   Tell us why here...

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18381106
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/01/2022

  We are unable to respond to this since the reason for the rejection of our prior response is not set forth.

  Once we know the basis for the Complainant's rejection we will gladly address the issues at hand

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

• Initial Complaint

  Date:09/01/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I emailed ************************* at Hillcrest Property on July 25th letting them know I had a leak in my ceiling. I had their handyman come out and he sent them a proposal on what needs to be done. I emailed ************************* asking about the proposal and I receive responses that he is waiting to hear from the **** he has not heard from handyman, the *** wants to ask handyman questions, will follow up with ************** out of the office, I am not the only one that he has to deal with, etc. It has been 37 days since my original email. I emailed ************************* on 8/31 asking again about the status and he replied that a word order would be issued by end of day. Received work order and it has nothing to do with the ceiling. I forwarded the work order to ************************* stating that the work order is NOT for the ceiling and once again asked what was going on. No response from *************************.

  

  Business Response

  Date: 09/05/2022

  This is in response to Complaint #******** filed by ************************* who resides at *************************************************************************************** in the ********************************** managed by Hillcrest Property Management.

  We have a long history with ****************, both at the ***** of ********* level and at Hillcrest Property Management going back many years. **************** recently filed another Complaint #******** and you may consider this as a response to both

  of these Complaints.

  First, Hillcrest Property Management manages approximately 250 Associations and has close to ****** Owners in those Association. ****************' *********************** ************************ is one of those Associations. 

  **************** has repeatedly been informed that Hillcrest, as an Agent, works for our Principal, the ***** of ********* of the *********************** is which she resides. We work for and at the direction of the ***** of ********* and **************** is not our
  

  "client".  **************** is well known at Hillcrest for constantly sending e-mails and phone calls with the apparent expectation that she will be dealt with before any other Owner or Association under management. We, as a matter of course, handle e-mails and phone
  
  calls in the order received unless they are of an obvious emergency nature (meaning a threat to the health, safety and welfare of the Owner) which is decidedly not the case with regards to the subject matter of ****************' situation.  

  When **************** indicates that she is not contacted based on her perception of timeliness I will, if required, be more than happy to forward the hundreds of e-mails in our records refuting this allegation completely. I think that what the real issue here is not the
  
  timeliness of the responses but (a) the fact that Hillcrest must wait for direction from our Principal, the ***** of *********, and (b) she simply does not like the responses received.

  **************** is also currently involved in potential litigation with the Association's attorneys and I will not go into any details involving that eventuality-but I believe that is a significant consideration that the Better Business Bureau should bear in mind in evaluating
  
  the motivation of the two complaints filed. 

  I find is distressing that **************** is essentially "weaponizing" the Better Business Bureau in an attempt to by-pass the normal procedures being followed by her Association and to personally attack me in the bargain. I strongly suggest that the Better Business 
  
  Bureau is hardly the proper forum for ****************' complaints. Those matter are properly directed to the ***** of ********* of her Association which is the proper forum or, perhaps, the legal system.

   

  *************************
  Executive Vice President

  Senior Property Manager
  Hillcrest Property Management
  **************  Direct Line
  ***************************************

   

   

   

• Initial Complaint

  Date:08/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I currently own a condo at *************************** (YTG) in *******, ** managed by Hillcrest Property Management (HPM). I bought it in 2019 and rented it until I was ready to move-in in 2021. I paid the $400.00 move-in/security deposit on August 22, 2021 for a September, 2021 furniture move. I expected to get a $300.00 refund when no move-in damages occurred. One year after I paid the deposit, I am still awaiting my refund.During the past year, ***********************, HPM Property Manager, has created serial, unrelated obstacles to my repeated refund requests. 1) She denied having any record of my move-in deposit. 2) After I produced a copy of the canceled move-in check, she first denied responsibility referring me to the HPM bookkeeper, ************************** 3) Two days later she sent me an email saying ********* will not let me refund it. They said the renters moved out illegally and left a large amount of garbage. I note no prior notice of this obstacle was provided me. 4) After the Board agreed there was no merit to this claim at a formal appeal hearing on July 6, 2022, ***** persisted in withholding the refundable amount of the move-in deposit. 5) Instead of a refund posted on my unit financial account, a fine of $300.00 was posted as a debit and $300.00 taken from my August assessment payment was posted as a credit for fine payment. The taking of assessment payment without any notice of a fine has forced me to file another request for a board hearing.The casual assignment of a fine by the board is a concern if it truly came from the Board. But, the sloppy record keeping and intolerable delays in deposit refund is inconsistent with a professionally run condominium property management company.***********************