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:11/15/2024

  Type:Billing 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.

  I own a condo at **********************************************************************************************************************. ***************** is managed by Hillcrest Management, ********************************************************************** I instructed my bank, *****, to automatically pay my monthly HOA fee of $284.85 on the first of every month. In August I noticed a withdrawal on the 7th for an additional $285.85 payable to *****************. Suspecting fraud I immediately instructed ***** to retrieve that money and I filed a fraud report with them. Their retrieval of that fraudulent withdrawal resulted in a $50 bad check charge to me by Hillcrest. When I contacted Hillcrest about the withdrawal and charge their response was that I must have done something to create the duplicate withdrawal so therefore it was my fault and I must pay the $***** October the same thing happened resulting in another $50 charge. After increased pressure Hillcrest looked a little deeper into the matter. They discovered that their subcontractor ******** had reopened the account of the previous owner of the condo to create the withdrawals. The previous owner was my sister, ******* *****, who died 12 years ago. To be clear I never gave Clickpay permission to access my bank account. If my sister gave such permission for her account it would have expired upon her death. I told ********** to retrieve my money in order to preserve my assets against unauthorized and possibly fraudulent actions on the part of Hillcrest and its subcontractor Clickpay. I should not have been charged $50 each time to remedy illegal/fraudulent actions taken by ********. To hold otherwise is unconscionable. To summarize, Clickpay acting as a subcontractor to Hillcrest withdrew money from my account without authorization. In my retrieval of that illegally taken money Hillcrest has charged me $100. To date Hillcrest has refused any accountability. I ask that Hillcrest refund the first $50 charge, which I have paid, and reverse the second $50 charge which I have not yet paid.

  

  Business Response

  Date: 12/19/2024

  This situation has been reviewed multiple times and explained to Mr. ****** We did a thorough review and determined there is nothing that was done by Hillcrest, Fairfield Villages, or ClickPay to initiate these payments.  He had set up payments using his bank and then accidentally started paying with ClickPay.  

  Mr. ***** stopped the two payments and his bank charged him $50.00 each.  These fees were charged to him by the bank not the association.  He sent in $50.00 to cover one of the fees and we removed the other.  His request is that the other fee, again not charged by Fairfield Villages, be waived.  The board approved this request.

  
  The office will be closed beginning 3pm on December 24th and reopen on January 2nd. 

  *** ***** President Direct: ************ Ofc: ************|Fax: ************ **********ndLombard, IL 60148 **********************************

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22560925

  The reply by Hillcrest is unsatisfactory.
  1) They claim that I initiated the duplicate payments yet offer no proof. Simply making a statement does not create a fact.
   2) They ignore the fact that the duplicate payments were created using the account of a previous owner of the property who had been dead for 12 years. How did that happen?Their response offers no explanation.
  3) The fact that the $50 fees in question were charged by a bank is irrelevant. The fees were assessed by Hillcrest against my account with **********************. I have never received a bill from a bank for these fees so I do not owe a bank anything.
  4) These fees came about by improper or fraudulent  actions on the part of Hillcrest/Clickpay.  I should not be held liable or suffer harm because of those actions.
  5) The last several sentences in the statement by Hillcrest are unclear. I acknowledge that Hillcrest has reversed the second $50 charge which I never paid but I have not received a refund for the first $50 which I did pay to Hillcrest by check. When will I be made whole?
  
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:10/22/2024

  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.

  I called to have the smoke alarm checked that constantly chirps on October 15th and was told a work order would be put in. I emailed them the next day just in case the person on the phone didn't put the work order in. Supposedly there is a work order in but nothing has been done.

  

  Business Response

  Date: 11/08/2024

  Hello,

  We appreciate you bringing this to our attention. The smoke detector was replaced on October 25, 2024.  Due to the age of the smoke detector, a new one needed to be ordered which caused the delay in the replacement.

  If you are still having issues, you may reach us at ************ or through our portal at ******************************.

  Sincerely,

  Hillcrest Property Management

• Initial Complaint

  Date:07/02/2024

  Type:Billing 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.

  I would like to start with I rarely complain about anything but this needs to be fixed and corrected now and not 6 to 7 months down the road, I've only been at the property Managed by Hillcrest Property Management for 2 months, My first HOA Fee was 1 June 2024 with a monthly payment of $337.53 +$25.00 Late Fee = $362.53 no problem, 1 July 2024 I was billed $700.06 PLUS $362.53, Ok here 's the breakdown in what they did I was charged my Monthly fee of $337.53 +$25.00 Late Fee =$362.53 alone with $337.53 +$337.53 +$25.00 Late Fee =$700.06 which totaled $1,062.59 and a online payment of to ClickPay for $33.00 which left me with a GRAND TOTAL of $1,095.59

  

  Business Response

  Date: 07/08/2024

   

  Dear *****
  I reviewed your account and attached a copy of the ledger for your review.  Please contact me directly at ************************************* to let me know the amount of the refund you are requesting.

  
  Sincerely,
  *****************
  President, Hillcrest Property Management

• Initial Complaint

  Date:06/28/2024

  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.

  In early June, we started to get water into our condo in 1 room. We checked everything inside the condo to see if it was our issue but did not see anything. We contacted the property management company and they sent a plumber out. The plumber could not pinpoint the issue so on June 5th, I received an email stating they were setting up a water detection test. We found out from our tenant that they came out and I believe it was June 13th. I have emailed the property management company for an update on June 20th, June 21st, June 24th, June 27th, and today June 28th. I have not gotten a response.Meanwhile the room where the water is has the carpet ripped up and needs to be fixed. Each time we call the company, all we get is voicemail as no one ever answers the phone.

  

  Business Response

  Date: 07/08/2024

  Dear *****,
  

  Thank you for bringing this to my attention.  I apologize it took the team a few days to get back to you.  On June 28th, the property assistant informed you the results of the water test. Based on the results of the test, there is nothing further the association is required to do.  The replacement of the carpet would be your responsibility.  Your property manager will be calling to further discuss this with you.
  

  Sincerely,
  *****************
  President, Hillcrest Property Management

• Initial Complaint

  Date:06/06/2024

  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 Property Management is supposed to be the Property Manager for ************** *********************** Currently they are completely negligent, and not responding to calls for assistance. Please ensure that others considering this vendor do NOT engage their services.We will also be filing complaints via social media until rectified.

  

  Business Response

  Date: 06/11/2024

  Dear ****

  As the current management company for ************************************** has multiple employees working to respond to the requests of the homeowners and board members.  In the last 30 days, the team has handled over 200 requests from the association, which does not include the numerous emails and calls from the board directly to the associations property manager and other members of leadership. 

  At your request on **** 6, the *** Operations and the property manager scheduled an in-person meeting for **** 10th.  This meeting occurred as scheduled.

  Based on the general nature of your complaint, I am not able to provide details for any specific issue(s) you are referencing.  If you have specific examples, I can look into them and provide a more detailed response.
  
  Sincerely,
  ***

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21811442
  
  I am rejecting this response because: On June 10 I met with Hillcrest and told them that I would close out my complaint - or end not accepting their erroneous rejections -  by August one when we leave them for a more responsible vendor - assuming they started to provide satisfactory service during the transition period.
  
  This has not occurred and in fact has gotten worse.  
  
  Of the less than 12 actions we agreed to at that meeting, almost none have been resolved.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/08/2024

  **** - 

  In an email sent to you on June 6th, the property manager and VP, Operations responded to the list of action items which required attention.  On June 8th, you acknowledged the email and thanked them for the updates.  The team then met with you and another board member on June 10th.  During that meeting there were no additional action items discussed that needed attention.  I have an email with list of items from June 20th sent by ******* (board member) to the property manager, again all of which were addressed.

  The team is working diligently to meet your expectations and will continue to do so.  

  If there are open items, please forward them to my attention at *************************************. 

  Sincerely,

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

  President, Hillcrest Property Management

• Initial Complaint

  Date:05/09/2024

  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 am writing to file a complaint against Middleton Square Condominium and its property manager, Hillcrest Property Management, regarding a recent issue with unjustified charges and lack of communication.I am an owner of a townhouse/condo in **************** Condominium. On December 20, 2023, I received a "notice and demand" letter from the property manager's lawyers, *********************************, demanding payment of $3,529.86 for driveway repairs and an additional $578.31 for legal fees. This demand came as a surprise to me, as I had never been previously notified of any outstanding bills for driveway repairs.Upon contacting *********************, the representative for our condo association, to address this issue, I was informed that a bill detailing the driveway repairs had been sent to me via ***** However, I never received such a bill and wasn't sent notifications that this bill needed to be paid by a certain date and made this clear to ******. I expressed my willingness to promptly settle the bill in full upon receipt of the invoice. Despite my repeated requests, ****** refused to provide me with a copy of the bill and instead directed me to communicate with their lawyers.Furthermore, my account has been frozen, preventing me from paying my monthly assessments and resulting in accruing late fees. Despite my attempts to resolve this matter and my willingness to fulfill my financial obligations, ****** has refused to engage in meaningful dialogue or address the issue.Given the significant amount of money demanded for repairs to my property, I believe it is only fair that I am provided with a copy of the bill outlining the costs incurred. Additionally, I request that the legal fees and the late fees for my assessments be waived. I am prepared to settle all outstanding balances within one day of receiving the bill.I urge **************** Condominium and Hillcrest to rectify this situation promptly and communicate with me in good faith to reach a satisfactory resolution.

  

  Business Response

  Date: 05/23/2024

  Hello ************ -
  I have looked into this concern and attached a copy of your current account ledger which was included with the letter from the attorney. 
  There were multiple emails and letters sent to you regarding your delinquent account prior to the association engaging the attorney.  The instructions in the letter explain exactly how to resolve the situation, which is to contact the attorney.

  
  If you need anything further, I can be reached at *************************************

  Regards,

  ***

• Initial Complaint

  Date:04/24/2024

  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.

  First found out the sewer clog and gunk in kitchen sink Date called in for the issue: 04/21/2024. REported as an emergency for ********************************* to take care of this issue. ******** came in and did not do anything. Kitchen sink continues to clog with gunks. Next day called the hill ***** management again to tell about the issue. We were notified that it is inside owner's problem and we need to fix ourselves. So we seek service from *************** Service plumber to come and take a look at it to give an estimate for this fix. The licenced plumber Cody **** # M20-002-058) was here for more than an hour. He gave a detailed report that this issue is not the tenants or owners living in this building it is the issue of the property management to clear the sewer blockage immediately by using hydro cleaning. We sent the report to *********************************. As of now no calls or no resolution. We cannot live in this house with the gunk smelly kitche. cannot cook. This is unacceptable from this Hill crest management paying thme to give service and they are very negligible. i can share the plumber document if needed. This needs to be taken care ot it immediately. Thanks

  

  Business Response

  Date: 05/21/2024

  Dear Sudha - 

  I have reviewed our records regarding this issue. A plumber was sent to the unit multiple times (4/21 and 4/22) to resolve the issue.  On 5/6/24, a Hillcrest employee reached out to you and was told the issue was resolved. If the issue is not resolved, please contact us using your portal or ***********************************.

  The resolution you requested is an explanation of charges.  Please provide clarification on what charges you are referencing as there are no charges associated with this issue.

  Sincerely,

  ********

• Initial Complaint

  Date:04/03/2024

  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.

  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

  Date: 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

  Date:03/21/2024

  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.

  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

  Date: 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

  Date:09/27/2023

  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.

  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

  Date: 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.