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:07/31/2024

  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.

  Moved out of house that was rented in 2022 all rent was paid and I was never given back my deposit after keys were returned. Rental company took to court saying I owe over $1000 in unpaid rent when rent was paid as well as deposit being kept without reason. Since moving into the house there was always issue from mold in the bathroom to the air conditioner constantly going out. Once we moved out in June we only owed for June rent which was asked if the deposit could be used to cover it. The rent was a little over $700 during the time so it should've covered it. I received a email stating that I owed over $1300 in rent which is incorrect seeing as I kept receipts. It was always something being added on to the rent besides a $20 protection income. In order for me to owe that much I would have to be late by 2 months which was not the case seeing as I only didn't pay the June rent because I was trying to move due to all the problems with the house and how unprofessional crestcore was.

  Business Response

  Date: 08/06/2024

  Hi ****************,
  
  You moved out of the property on 7/7/2022. 
  
  You did not make a payment to your May rent until June 1st and it was only in the amount of $500. Your monthly rent was $682 plus the $20 asset protection for your renters insurance.
  
  On June 2nd due to not fulling May rent or June rent in full an eviction was filed. That cost per your lease is to be paid by you and the charge was added to your rental ledger. No other payments were received by you before you vacated the property on July 7th as you can see from the key release form that was signed(attached)
  
  The security deposit was not enough to cover the unpaid rent charges on your account. You also had $900 in tenant responsible damages once you moved that your security deposit was applied to.
  
  I have included the attached document that was mailed to you. The itemized list below is the itemized deductions.
  
  Trash removal $375
  Repair broken kitchen cabinet that was pulled off track $85
  Interiors touch up paint(from removal of paint after stickers removed) $300
  Remove stickers off walls $25
  Replace broken blinds in back bedroom $26.92
  Replace broken blinds in front bedroom $26.92
  Sheetrock repair in bonus room $55
  
  All Maintenance issues you opened were addressed. There were a few requests for the **** but all requests were handled and repairs made. I have attached a copy of the work order history for reference. 

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22075102
  
  I am rejecting this response because:
    Rent was paid for prior month. All extra charges I am unaware of because everything was in order once keys was dropped off. Extra charges that you have added shouldn't be added because they are not damages done by me
  Sincerely,
  
  *********************

  Business Response

  Date: 08/12/2024

  Hi ****************,

  As stated in previous response along with proof of tenant ledger. We received no payments from you after 4/19/22 until a one time payment of $500 was paid on 6/1/22.
  
  Once we received payment of $500 in June you still owed $270.20 for May rent, $770.20 for June rent plus the legal fee of $204.13 that was added due to eviction being filed, $220.20 for prorated July rent since you did not return possession of the property until 7/7/22. Which we have submitted a signed document by you for proof to show when you returned possession of the home. 
  
  The property was inspected after you moved out and then tenant responsible damages were added to the tenant ledger in the amount of $893.84. Again, which we have submitted proof of damages with tenant responsibility scope and photos of the issues. Items on the tenant responsible can also be seen in photos from an inspection conducted in November of 2021.
  
  All charges are accurate and true. 

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22075102
  
  I am rejecting this response because:
  There were no damages when we moved out. When we moved i talked on the phone with a representative and asked for the deposit to cover the rest which it should have with a small reminder that we would have had to pay
  Sincerely,
  
  *********************

  Business Response

  Date: 08/13/2024

  Hi ****************,
  
  As provided in our first response, documentation and photos have been submitted that show the tenant responsible items that were held from the security deposit. I have attached them again to this response. 
  
  There were multiple blinds that were damaged and broken, Stickers all over walls that pulled the paint up. Large amounts of trash and furniture left in the home that had to be hauled away.
  
  Thank you, 

• Initial Complaint

  Date:11/06/2023

  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.

  I rented a house from Crestcore starting November 1, 2022. The home has one bathroom. For the first 5 days of living there the faucet in the tub/shower would not turn on. It was repaired then several months later it broke again and I paid a plumber to fix it. Then in May it broke again and I had to turn it on and off with a s**** driver. I feel like it is ridiculous to pay $1365 for a home that does not have a properly working tub/shower faucet. Then in August of 2023 (the 28th) the air conditioning quit cooling to set point. I reported it immediately and someone came to fix it 10 days later. The gentleman could not determine what was wrong other than the attic not being vented properly. He said he would be back and then I never heard from anyone.As of August 28th the house became unlivable due to the air conditioning not working properly. I wrote several emails asking for someone to contact me from the main office and called but no one ever contacted me. As of the time I moved out (October 31 2023) the air conditioning was STILL not cooling to set point! Even the director of maintenance stopped by mid October and had no resolution to the ** issue. This has been very irritating situation because I have not been able to live in the home for several months. I have gone back and forth everyday from my families home that my kids and I had to stay at. All while continuing to pay my rent up until October.

  Business Response

  Date: 11/14/2023

  Hello,
  
  As stated yes, the tenant did move into one of our properties on November 1, 2022.
  She first reported the bathroom faucet on 11/2/22 by creating a work order in your tenant portal. The plumber came out and secured the toilet and repaired the bathroom faucet on 11/3/22. That is one day after it reported it. Please see the attached invoice of proof of work and date completed. 
  
  She did open another request for the faucet on 2/1/23. After multiple attempts to reach her to schedule for maintenance to come out the work order was closed due to no response from tenant. Please see attached for reference. We have no other request for the bathroom faucet until July 19,2023 when it was reported that the faucet would not work with the cover on it. Again, we attempted to schedule and received no response from the tenant, so the maintenance request was closed on 8/8/23. Next request for repair was on 8/25/23. We sent several technicians over to quote to repair the issue. The last plumber visited on 9/18 t quote to plumbing repair and the ********* was scheduled on 9/27 to quote to repair the bathroom shower tiles. This was work was approved to be repaired but the timeline was after she was already scheduled to move out of the property as the whole shower would need to be busted out and to repair the internal issue with the faucet. The faucet was functional(just inconvenient) at the time, so we did not want to leave her without an operational shower for an extended amount of time sine this was the only shower in the home and this repair would take over a week for repairs to be completed.
  
  1st service request for the ** was sent on 8/24/23 at 5 pm. This was sent for scheduling the following morning on 8/25. This was the scheduled for 9/1 between ****. When the initial work order was called in it was stated the ** was working but not cooling the house sufficiently. When service provider arrived, he noted that the ** unit was working properly was a  pound high on the Freon. He removed the excess Freon. The thermostat was set at 70 and the thermostat was reading 75. This is common during the peak of summer during the middle of the day. He did mention that the attic was hot but did not note any issues with the insulation. 
  
  2nd request was opened on 9/18 after it was reported again that she was still experiencing issues. This was scheduled for the following day on 9/19. When the service provider arrived, he could not find any issues with the ** unit. The unit was working properly but they did find the attic was not well insulated and could cause the ac not to reach the set temp with higher temperatures outside. No Additional maintenance request was opened after this time. 
  
  I have attached a copy of the call logs from our company records that will show inbound and outbound calls between the tenant and CrestCore employees for the month of September and October.

  Thank you!

  Customer Answer

  Date: 11/19/2023

   
  Complaint: 20832674
  
  I am rejecting this response because:
  

  We filed multiple tickets that were closed out with no response. It is not normal for an ac unit to run 100% of the time, never cooling to set point, even during peak cooling season. During peak load, my home would only cool to ***** degrees, while being set at 70. This caused my utilities bills to be over $300/mo for a **** sq fr home. They did not come out to check the ac the second time, after the first tech initially told me that the problem was the attic, until the ambient temp outside was 65 degrees, and had been in the 50s the prior night. At this point the ac unit could handle the load, obviously. They are disingenuous and dishonest, and my home was unlivable for 3+ months, which cost me an incalculable amount of time, money, and stress, as I had to stay elsewhere for this timeframe as they continued to be unresponsive and ignore my numerous outreaches. 
  

  Every time I spoke with someone on the phone, they told me Id have to speak with the property manager, who never returned my calls. Furthermore, each time I spoke with them, I was given the name of a different property manager, who I followed up with. Still, no returned calls.

  And the only way my shower would work was by using a screwdriver to operate it. Considering I wasnt able to stay in the home I was paying for, I wouldve gladly allowed them to come in and fix both the ac unit and the shower if theyd offered, which they never did.

  Im not an idiot, theyre being dishonest.

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

  Business Response

  Date: 11/30/2023

  Good day!

  As stated, multiple maintenance request was closed due to no response from the tenant to vet the issues and concerns. I have attached the emails that were sent to the tenant each time a maintenance request was closed. The request was open for 20 days before we closed them due to no response. ************ was contacted on 7/21 and she stated she was at work and would call us back. We did not receive any calls back from ************ regarding her maintenance concerns. I have attached a copy of the call logs from July and August that show no calls were returned. 
  
  ******************** request for AC was opened on 8/24. A technician from City **************** Services was able to visit the property on 9/1 and found that there were no issues with the unit and that the unit was working properly. The second request for AC was not opened until 9/18 and a technician from Dependable HVAC and Plumbing visited the property on 9/19. They also stated the unit was also working properly but the attic could use better insulation to help the unit run better for when there are higher temps outside. 
  

• Initial Complaint

  Date:08/31/2023

  Type:Customer Service 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.

  Ive requested that I be removed from the lease due to a protection order placed on me. I was told that I couldnt be removed, and then I was told that I had already been removed without my knowledge or consent. *** asked several times for proof of me being removed from the lease. That was a week ago. Today is the 31st of August. Ive been hung up on. ******* lied to me saying days ago that she would get back to me that same day regarding my concern and as you can see she never did. This is her third time lying to me about taking care of something and it never gets handled. When I ask for the names of the managers its as if its a secret. Theyre always in a meeting *** never met them or even seen them before. Yet these are the managers of the property ..? I literally just want paperwork saying that I was removed from the lease. Its as if theyre waiting for September to come so they can charge me for that month as well. *** asked one too many times now im demanding it. Theres absolutely no reason you cant do simple tasks. Theyre extremely rude and nasty people.

  Business Response

  Date: 09/13/2023

  **************,
  
  
  
  
  
  
  
  
  As you were told on 8/31 you have been removed from the lease at the property at ********************. Please sign the roommate release form that has been sent to you as this will relinquish you of all legal and financial responsibility for this property.
  
  
  If you need further assistance please call ************, our office hours are from 8 am to 5 pm Monday through Friday.

• Initial Complaint

  Date:08/13/2023

  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.

  We moved in on 07/28/2024 and it's been a horrible experience. When we first arrived the house was filthy and lawn was unkept! It was paint, roaches, grim, and rodent f**** on the floors, cabinets and bathroom. I discovered water coming from under the hardwood floors (which probably have mold and mildew under them), shower head broke on the first night, toilet stopped flushing, vents not working on one side of the house, roaches appeared, shelving in kitchen damaged. They sent a cleaning crew out to remove the paint off the floor and clean and they did absolutely nothing besides swept and spot mop. It was still dirty and they claimed they tried to remove the paint but pretty sure the cleaner didn't try because she was only there 10 minutes if that long. Minor cosmetic damage and wear and tear would've been fine with us, but it's some major health code violations issues going on with this house. The water leak coming from the floor boards has gotten worse and is spreading through the house. We can't even get in our bed due to the flooding we have to sleep on the couch my shoes got damaged because of this!!!! If problem isn't solved asap I will have no choice but to call code enforcement for these uninhabitable living conditions

  Business Response

  Date: 08/14/2023

  Hello Angelic, 
  
  We apologize you had to experience those issues while renting our property. We never intend for our residents to experience this but we are very happy that the leak is now solved, rest assured that we will take care of the damages to the wall and flooring and the oven that is not working. We truly appreciate your patience on this as we resolve this issue and again, we deeply apologize for the inconvenience. 

  Please don't hesitate to reach out if you need anything. 

• Initial Complaint

  Date:07/04/2023

  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.

  Moved in on June 8th. Have had the same reoccurring issues since move in. Our ac units are faulty. We have wiring hanging from the side of the building (fire hazards). Cable lines and whatever other cables were just sprawled throughout the house with outlets that didnt work. A few outlets I had to change because they were a few more days away from starting fires. Ive paid a full months rent and deposit and havent given them any issues far as payment. I should receive my full amount of service like they want their full amount in payment. I think its very simple. Do your job. Fix the ac. Its a 110 degrees I shouldnt have to go buy mobile ac units from the convenient store when I have a home with air. Remove the cables so they dont start a fire. Remove the trees from my yard that have been there for a week now blocking my car port and my mailbox. Crestcore has no shame or respect for its tenants and it shows. Ive made several complaints to no avail.

  Business Response

  Date: 07/06/2023

  Dear **************,
  
  Yes, there were a few items that you had mentioned upon move in that needed to be fixed. We sent out the contractor who did the rehab to correct these items. All items that you had mentioned were complete on Thursday 6/29/23. At that time the contractor also looked at your window unit and reported that it was working at time. You reported after he left that there was a second window unit that needed to be installed. You reached out to the Vacancy Manager, and he told you that he would get someone back out there to get it installed. As of 7/1/23 you reported that the ** was working but would not let you adjust past 74 and that only the fan was blowing on the second unit but in your complaint, you are now saying you are without air. In the call you had with ******* on Monday 7/3/23 you did not report that you had no ** but that you were waiting on the second unit to still be installed. The tree you did not report to us until Monday 7/3/23. A work order has been created for this and will be resolved as soon as possible. Please be advised that tree workers are backed up due to the recent storms. 
  You claim that you had to replace electrical outlets because they were not working. Unless you are a licensed electrician you should have not done this work yourself and created a work order to have this done. This was never reported to CrestCore. If you do not use the proper materials when working with aluminum wiring it creates a major fire hazard. The cables on the side of the house are cable wires only. These need to be removed by the cable company. This is not a fire hazard.
  
  You have been told on multiple occasions to use your online portal to create any maintenance request that you have. We cannot fix issues that we are not aware of until the last minute. We have an obligation to correct the items, but you have an obligation as well to report them in a timely manner. You must also allow us time to get the work orders scheduled with our vendors and technicians instead of threatening to call the BBB or leave a negative ****** review anytime something is not fixed the same day you report it.
  

• Initial Complaint

  Date:05/17/2023

  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.

  11/2018-crestcore manages property 10/2022- evict tenant 11/2022 request renovations ****+ dollars 1/19/23 squatters break in No replies from them about security bar windows 2/20/23 board window up 3/17/23 property still sitting, stopped showing property because of broken window, did not inform pay to fix window 4/6/23 email seeking update 4/11/23 reply email informing of another break in requesting **** dollars in repairs. Inform them I cannot afford to keep bleeding money like this.4/16/23 list the property for sale 4/21/23 crestcore makes an offer 4/27/23 crestcore demands **** with **** closing credit off due to damage that they already knew about. 5/11/23 claims property is not vacant suggests contacting property management for resolution the. demands an additional **** dollars off to inherit the problem.5/16/23 get the closing they still billed me for **** in crestcore realtor fees on top of **** in closing cost credit. Billed me for closing costs twice?It definitely appears as if they billed me as much as they could and let the property fall apart to acquire it. It was in their care every time it got broken into and yet they claimed to know nothing about it.

  Business Response

  Date: 05/23/2023

  Hi,

  This property went vacant in October due to eviction of the tenant that had been in place since 2018. The scope of work for rehab was sent to you on 11/18/22. You approved this scope of work and contributed the funds on 11/29. The rehab did take longer than the expected 14-day turnaround and the rehab was completed on 12/30. This was then scheduled for a final walk and small punch list items were completed. This was moved to marketing and leads were allowed to start viewing the property on 1/10/23.
  
  Shortly after this had been on the market, it was discovered during our vacancy walk on 1/19/23 that this property had been broken into by squatters. The owner was immediately notified of the situation, and we dispatched to have a quote provided to have the windows repaired and board up the property so that we could get it secured. The owner did not have enough funds in his portfolio at the time and would need to make a contribution, so that we could begin the repairs for the windows and to board up the entire house. He did not want to have the property boarded and wanted to have security bars placed on the windows instead. He had been notified that we would work on the quote for the security bars, but the windows would still need to be boarded up immediately to secure the unit. He did not approve to have the broken windows boarded until 2/22/23. The first quote to secure the property and repair the broken windows was sent on 1/30. I understand that you wanted the security bars to have a permanent solution for the future, but our priority was to get this secured and fixed in a timely manner.  Security bars are a special request and would need to be contracted out as they need to meet certain requirements per housing standards. We continued to market this property online until we could have the windows fixed but did not allow physical viewings. We did not want to allow leads to view the home with broken windows in the house. We moved this property offline on 3/17, so that we could have the windows fixed and the property recleaned for showings. Yes, you made the contribution on 3/21 to have the two front windows fixed, but this was two months after you were sent the original to quote to have this repaired. We repaired the windows and started the process of having the unit cleaned. When we scheduled to have this unit inspected for cleaning, after the windows had been fixed, the unit had been broken into a second time. The door had been kicked in and there were new windows that had been broken. We had a tech go to try and secure the property and prepare a quote for the repairs needed. We do apologize that you were not notified sooner of the new break-in.
  
  We have billed out for lawn maintenance to keep the grass cut to avoid any violations and kept the utilities connected, but we have not been collecting management fees for your unit since the property became vacant. 
  
  CrestCore has a brokerage department that is separate from property management. They help investors look for properties that are currently on the market. This would have been the case for this sale. They reached out to you on behalf of one of their brokerage clients.  
  
  
  Again, we do not receive revenue from vacant units, so it is in our best interest to get the property occupied. We attempted to have these issues resolved for you quickly. However, when we sent the original quote to secure the property and repair the broken windows, the quote was not approved in a timely manner. Therefore, the unit could not be rented in poor conditions and the additional expenses would have been minimal. 
  

  Customer Answer

  Date: 05/29/2023

   
  Complaint: 20073270
  
  I am rejecting this response because:
  

  The point of contact with crestcore failed to keep in contact despite repeated calls to try to get things resolved. If I was notified that the quote for the security bars would take a longer period of time to acquire then boarding up and fixing the windows wouldve been more of a priority. There was also no attempt to notify me that there would be no more showings of the unit which would have also been a key factor in the temporary fix which even after boarding up still had no intentions of showing which was not mentioned at any point of conversation. Even after boarding up and fixing the property was still broken into which I assumed would happen because the squatters already knew no one was as actively looking over the property. 
  

  it mightve been a different section of crestcore who bought it but I also tried to get in contact with crestcore about selling who still left me unanswered. The entire situation was completely unprofessional and couldve been resolved with quick communication. Proven time and time again that quick communication means nothing.

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

   

   

• Initial Complaint

  Date:03/01/2023

  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.

  Signed a lease with ********** 06/2022. No issues until the week of 02/09/2023. Toilet started backing up, plunging did not work. I noticed raw sewage coming up from the back yard. I put in a maintenance request on 02/09/2023. On 02/11/2023 ********** sends out a plumber from their maintenance company, City Light. ******* was not able to find a clog. When I showed him where the sewage was coming up, he said it was definitely not supposed to be like that, must be a collapsed pipe. The following Tuesday, 02/14/2023, ********** sends out another company, *********, who was only approved to snake a clog, nothing else. I took off work that day because I was under the impression it was going to be fixed. Now we're talking money out of my pocket for no reason whatsoever. On 02/17/2023, ********* comes back out to repair the "broken pipe". Ten minutes after they dig up the line, the plumber knocks on my door to ask how long I've lived here. I tell him 7 months. He says "Sir, your sewage has been dumping directly into a shallow hole in your yard for 7 months". They dug a huge hole and found no septic tank, no other piping, just the pipe from the toilet dumping directly into the yard. The plumber said it was ran that way intentionally. I have tried calling my property manager, ******** ********, multiple times. She is never "available" and never returns my calls. I've left messages on the tenant portal asking for an explanation, if I'm still expected to pay rent, how they plan to make this right. The only response I can get is "we're working on it". I have always paid my rent early, never bothered them. At the time I am writing this, I have been DEFACTING IN PLASTIC BAGS every day for almost 3 weeks now. The way ********** has handled this entire situation is inhumane, appalling and despicable. Everyone involved should be ashamed of themselves.

  Business Response

  Date: 03/06/2023

  ********************, we do apologize for the issues that you have experienced due to plumbing issues that you have had at your rental property. We were unaware of the severity of the issues as we have been working alongside *********** to get this issue resolved. We have since spoken with you and this is the resolution that we have come to. 
  
  We have transferred your lease to another rental until that you will now be moving into. We have waived your March rent payment. You were offered a hotel for a week while you moved your belongings, but you declined and stated that you would stay with family since you had your dog with you.
  
  Again we greatly apologize for the problems that you have had and if you need any further assistance please do not hesitate to reach out.

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19523259
  
  I am rejecting this response because:
  I am now homeless.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/12/2023

  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.

  I hired Crestcore to manage my properties. Someone from crestcore went to the house to do rehab work for a move in. According to Mr. ****** there was an issue with the move in. He said, if the problem was small, Crestcore will repair it, if the problem was big, then he will give me the best price. Really! Mr. ***** said the ** unit was running and he had to take the thermostat off the wall and he removed the thermostat from the house. Who turned the ** on? He said the ceiling and walls were damaged by the condensation on the line and when the temperture dropped, ice built up on the line and needed to be defrost. I had a HV** tech go check the unit and there's nothing wrong with the unit. He had to put a new thermostat on the wall in order to check it. I have this unit service twice a year and the maintenace was recently done. Mr. ***** eluded to the fact that the ceiling was wet due to substantial ran we had. I contacted a roofer and he said there's no leak in the roof and the damage ceiling was caused by the condensation build up. Mr ***** said the ice had to defrost. where did Mr. ***** think the water was going to go. The water caused damage throughout the entire house. Someone working on that house turned the unit on and when the temperature dropped it caused the system to feeze. No one had access to this home besides Crestcore. I paid for the rehab work to be done in Nov/2022. My house is still empty and now these damages were done and Mr. ***** is saying I am responsible for the repairs. I did received a letter on 2/9/2023 saying my complaint has been escalated to management. I would like Crestcore to take responsiblity for their employees and pay for the damages so I can rent it. I prefer not to have Mr. ***** being responsible for these repairs, because every excuse he said was checked out by a professionals. Everrything I have stated is in emails. Also, I sent a picture of the folder where Mr. ***** sent pictures of re-hab. Folder is empty.

  Business Response

  Date: 02/13/2023

  Hi,
  We were notified by an approved applicant that when the visited the home on 1/23 that the ceiling looked as if it was falling a little. We sent out a field technician to inspect the property. Upon arrival the field technician discovered that the ceiling had fallen in the hallway and back room. This was sent over to our asset manager to go and inspect since a rehab had just been completed at this home.
  
  The owner reached out on 1/26 for the lock box code to this property. She was notified at that time by our asset manager what was going on at this property and that he had someone scheduled to go and look at the issue. (see attached email) He told her that he suspected that it was likely caused by a roof leak as we had had substantial rains over the last few weeks. He did notify **************** that if the repairs were small that he would take care of the repairs but if the damage was significant that he would get her a quote for the repairs and would work with her to get the best cost. 
  
  on 1/27 **************** and our Asset Manager spoke on the phone regarding the issues at the home and the cause of the problem. When our contractor went to the property to check on the damages it was found that the thermostat had malfunctioned, and the unit was stuck on ** and would not turn off. This resulted in the ** unit and lines to freeze over. The technician could not get the ** to turn off, so he removed the thermostat from the wall to get the unit to stop running. 
  
  The total amount of rehab that you paid in November was $4,872.52. I have attached a copy of the approved scope to this thread on what the funds were allocated for. This issue is not from repairs that had been done during rehab. You were sent a recommended quote to have the HV** unit tested and checked during the rehab. You declined as you stated that you have your own services for this. (see attached email)

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 19392769
  
  I am rejecting this response because: it is very obvious that the damages was done by crestcore team. They did not address the problem of finding out what caused the ceiling to fall when they were notifed on 1/23/23. In the email, the manager said they had to let the ** line defrost, where did they think the water was going to go when the ice melted?  It caused damages throughout the whole house. It's more than a small issue.  I attached the letter where it was stated that crestcore will take care of the matter if it was small. So that the damages has gotten bigger, I'm suppose to pay for it?  In my eamail I clearly states I was waiting on the manager to call me back so we could discuss the damages.  He never got back with me. I asked the hvac tech go over to remove the wet ducts before ****** set in. When the manager said it was caused by rain, I had a roofer go over there and he confirmed that was't true. Let me clarify, I did not say I was going to pay for the water damages.  I asked for my money back on the re-hab because I never received pictures showing it was done. I don't believe it was done or done right.  The email that was sent to me with the attached folder of pictures of the re-hab, could not be open. I have that email attached as well. I have the email showing that I did do the med-grade rehab and it was more than $4872.52.  It was $5317.52. One again, I don't believe the re-hab I paid for was done.  And when the manager stated the ** unit was running and the thermostat probably malfunction, I asked the havac tech to check on this and he could not find the thermostat. Why was it removed from the house? Just because I did not allow crestcore to service my ** unit doesn't mean it wasn't.  I get my units, on ************, service twice a year and this one is no different. So let's stop insinuating.  Even when the professional hvac tech went to the home, he said what most likely happened was someone turned on the ** to the home and forgot to turn it off. When the temperature dropped ouside it caused condensation to freeze on the pipes on the inside and out.  The temperature was very cold outside and you can see snow on the picture.  When crestcore team allowed the condensation on the ** pipes on the inside to defrost, (this is what the manger said), it caused the major water damage. The hvac tech didn't guess, nor did assume other things.  He is a certified professional that been in the business for a while.  The hvac tech stated that he never seen anyone remove a thermostat from the home if they're saying they could not turn the ** off with it. Most people would want a professional to come in and confirm that was the problem. However, he was unable to do that because someone removed it. This is very disturbing that I have to prove I am not responsible for this negligence when I did not have access to the home, I paid crestcore to manage my home, crestcore team had access to the home, crestcore team was in the home doing "rehab", my unit was clearly working, someone had to turn the unit on, no one from crestcore address the problem when it was first brought to their attention, and someone from crestcore decided it was ok to let the house defrost. I have three questions: 1. Who turned the ** on and forgot to turn it off? 2. Why did you think it was ok to defrost a closed house? and Where did you think the water was suppose to go? I want Crestcore to take the responsibilty of repairing my rental property. Crestcore is the property manager and this happen while the home was being manage by Crestcore. This house has been sitting to long and this was stated in one of the email by someon from crestcore.  FYI: According to my email, the timeline of the expectation for the rehab is 14 days. You all were way passed that before the water damaged happened.

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

  Business Response

  Date: 02/23/2023

  I would like to address Ms. ******* questions/concerns per item. See below.
  
  

  - We do not feel this is true. We had a winterization done at this property and the thermostat was set to heat. - We also conducted a final inspection once the rehab was complete, and the thermostat was checked during that inspection. This home had many self-access viewings during the one month that this was on the market for rent. 

  They did not address the problem of finding out what caused the ceiling to fall when they were notifed on 1/23/23.  
  

  - The lead went to the property on 1/23/23 saying that the ceiling looked like it was about to fall in, but it had not fallen yet. At 2:44pm, our leasing agent said that she had an approved applicant, but there is a problem with the ceiling. The ceiling looks like it is falling in a little and there is white sheetrock on the floor.  
  The Field Tech was scheduled to go to the property on 1/24/23. When the Field Tech arrived at the property, it was discovered that the ceiling had fallen. This was less than 24 hours after CrestCore was notified of an issue. 
  After the Field Technician visited the property, the issue was sent over to our **************** team to investigate.  
  
  In the email, the manager said they had to let the ** line defrost, where did they think the water was going to go when the ice melted?? It caused damages throughout the whole house. It's more than a small issue.? I attached the letter where it was stated that crestcore will take care of the matter if it was small. So that the damages has gotten bigger, I'm suppose to pay for it?? In my eamail I clearly states I was waiting on the manager to call me back so we could discuss the damages.? He never got back with me.  
  

  - Once the HV** system malfunctioned, there was nothing to be done but let the line set defrost. This was inevitable as the ice had to leave. The lineset ran the length of the house through the attic and walls. There was nothing that could have been done to stop this. Most of the damage had already been caused by condensation dripping from the lines as shown by the photos I sent the owner before we removed the thermostat. At this point, the only option was to defrost and repair what damage was caused. This was also relayed to the owner and the reason I was going to reassess the following week once everything defrosted. The owner acknowledged this in her statement saying I was going back the next week.  
  
  I asked the hvac tech go over to remove the wet ducts before ****** set in. When the manager said it was caused by rain, I had a roofer go over there and he confirmed that was't true. Let me clarify, I did not say I was going to pay for the water damages.? I asked for my money back on the rehab because I never received pictures showing it was done. I don't believe it was done or done right.?The email that was sent to me with the attached folder of pictures of the rehab, could not be open. I have that email attached as well. I have the email showing that I did do the med-grade rehab and it was more than $4872.52.? It was $5317.52. One again, I don't believe the rehab I paid for was done.?  
  

  - We were not made aware that the owner could not access the photos. No communication was received from the owner or else we would have resent the images. Marketing photos were uploaded online to show the rehabbed state of each room. A side-by-side comparison of these rooms has been created in a PowerPoint and is being shared with the owner.  
  
  And when the manager stated the ** unit was running and the thermostat probably malfunction, I asked the havac tech to check on this and he could not find the thermostat. Why was it removed from the house?  
  

  -It was removed to prevent someone from installing back and potentially causing the malfunction to happen again. Should someone go over and attach the thermostat, we risked the system running constantly and freezing again.  
  
  Just because I did not allow crestcore to service my ** unit doesn't mean it wasn't.? I get my units, on ************, service twice a year and this one is no different. So let's stop insinuating.? Even when the professional hvac tech went to the home, he said what most likely happened was someone turned on the ** to the home and forgot to turn it off. When the temperature dropped ouside it caused condensation to freeze on the pipes on the inside and out.? The temperature was very cold outside and you can see snow on the picture.? When crestcore team allowed the condensation on the ** pipes on the inside to defrost, (this is what the manger said), it caused the major water damage. The hvac tech didn't guess, nor did assume other things.? He is a certified professional that been in the business for a while.? The hvac tech stated that he never seen anyone remove a thermostat from the home if they're saying they could not turn the ** off with it. Most people would want a professional to come in and confirm that was the problem. However, he was unable to do that because someone removed it.  
  

  - The major damage was already caused before the defrost. The defrost more than likely did cause more damage but as previously stated, this was inevitable. The system could not continue to exist with ice formed on the lines. It had to be removed to start to fix all the damage.  
  
  This is very disturbing that I have to prove I am not responsible for this negligence when I did not have access to the home, I paid Crestcore to manage my home, Crestcore team had access to the home, Crestcore team was in the home doing "rehab", my unit was clearly working, someone had to turn the unit on, no one from Crestcore address the problem when it was first brought to their attention, and someone from Crestcore decided it was ok to let the house defrost.  
  

  - The owner had access to the property. The lockbox code and picture were included in the scope. We also provided the code immediately when the owner asked. It was during a visit to the property that the approved applicant discovered the issue. We do not think you are responsible for the damage or that Crestcore is responsible for it. We believe that this is caused by a malfunctioning thermostat and that this should be filed under your insurance policy. As this was a freak incident that happened. 
  

  I have three questions:  
  Who turned the ** on and forgot to turn it off?  
  

  - The thermostat was set to maintain a certain temperature, as is the function of a thermostat. A properly functioning system would cut off once that temperature was reached and stayed off at that point. Since the thermostat was set to heat, it should not have been running since air conditioning is not needed in the winter. However, it did not function correctly nor cut off. Instead, the condenser ran constantly causing this damage.  
  
  Why did you think it was ok to defrost a closed house? and  
  

  - The only other option was leaving the ice or leaving the property open for airflow. This property is in a challenging area and would have been vandalized if we left the property doors and windows open. Leaving the ice buildup was not an option as eventually it would defrost with the weather. The first step was to defrost and then assess damage and repairs needed.  
  
  Where did you think the water was suppose to go? 
  

  - Unfortunately, the ice was going to melt, and the water was going to drain where it could. If we left the system running until the entire line set was exposed, the hvac system would have seized up and had to been replaced. As it was, a substantial portion of the damage had already occurred as the owner and Crestcore were aware. It has been repeatedly said that the damage was found and discussed on the phone call. Photos were sent to the owner showing the damage was significantly more than we had found two days before. If we left it running to keep the ice from melting completely, there would have been further hvac system repairs more than likely.  
  
  I want Crestcore to take the responsibility of repairing my rental property. Crestcore is the property manager and this happen while the home was being manage by Crestcore. This house has been sitting to long and this was stated in one of the email by someone from Crestcore.? FYI: According to my email, the timeline of the expectation for the rehab is 14 days. You all were way passed that before the water damaged happened. 
  

  - Property was moved rehab status on 11/11/22. The original rehab was complete on 12/8. During the final inspection a leaking tub faucet was discovered. A change order scope was sent to you, and you approved to have the fixed. Once the plumbing was fixed this was moved to final completion on 12/29/22 and you were notified that this was done via email along with the marketing photos. The expectation is what we anticipate based on current projects. There is 1 day for processing the fund transfer, 14 days of construction, 2 days of final walk and inspection, and 2 days to publish and start marketing. This timeline was relayed in the email with the scope. Unfortunately, in construction we are limited by weather and availability of products and professionals. We marketed the property as quickly as possible.  

   

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19392769
  
  I am rejecting this response because:Crestcore is still trying to blame this on a malfunction thermostat. They refuse to accept any responsiblity, but want me to accept all of the respsonsiblity. Not only for this, but also for the rehab.

  Once again,  I had a professnional hvac person go and look at the unit and he said there was nothing wrong with the unit for it to malfuction.  He also mentioned that he never seen in all his years as a professional hvac tech a thermostat malfunctioning to the point of causing this type of damage. I don't believe a thermostat will be set on heat and automatically convert to cool without anyone touching it.  What I find interesting, is that the thermostat was removed from the house so no one would turn it back on. I wish the professional hvac person had a chance to look at the thermostat since this is what supposedly helped cause the problem and this matter would've been proven with facts.

  I have the pictures you posted and the house look like the only thing was done was the trash/junk/derbris was removed. That's all.  What I'm questioning is the walls not being painted or free of scuffs, floors were not cleaned and some of the blinds are broken. I paid for the mid-rehab $5317.52, not the $4875.82 which wasn't addressed.  I would like to review the rehab completion checklist because what I was told the mid-upgrade covered is not what I saw when I went to the house.  You can see on the photos the broken blinds and dirty floors. I also took photos of the walls and floors that's in question.  Lastly, I received the pictures of the condensation from the manager on 1/27/2023, the day I went to the house, not before. I believe crestcore hold some resposiblity in this matter based on what was written in this statement. For example, they let the water drain in the house without taking any pre-caution actions. 

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

  Business Response

  Date: 03/06/2023

  All information regarding this issue has been uploaded to this complaint. We have submitted side by side comparison photos of each room to show the work that had been done during the rehab/rent ready. We uploaded emails that show when **************** was notified of the problems. The concerns regarding the ceilings due to a malfunction of the thermostat have been submitted to **************** in email, calls and text messages. We have tried to help resolve the concerns that she has brought forward to us. The funds that she sent for her rehab were used for such as you will see in the side-by-side comparison photos submitted previously. We will not be issuing her a refund for those expenses as the work has been completed. 
  

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19392769
  
  I am rejecting this response because: All issue regarding to this complaint has not been uploaded. The complaint include the rehab and water damages.

  The side by side pictures shows a few things I am questioning. #1. The den/back room, the blinds covering the back sliding glass doors does not cover the entire door. #2. The wall in the wash/utlity room was painted over the markings which is clearly visible. The sheet rock should've been replaced before painting. The scope work sheet says "Interior Paint Walls only"   I have pictures where some walls were not addressed.  #3. Look behind the toilet in the first bathroom. On the rehab checklist I have from crestcore, it says the house should be "Clean from floor to ceiling.  The house was not clean. 

  As I said before, I was not notified of any problems prior to 1/27/2023.  I initated the contact with Crestore on 1/27/2023 when I went to the house for the first time. This is when I talked to someone from crestcore about this problem and the first time I received pictures.  The pictures was sent to my cell phone.  I attached one picture so you can see the date. When I spoke with the crestcore maintenance personal on this day, he gave me his version of what he thought caused the damage. The rain or the malfunction thermostat. That was the only time I talked to someone from crestcore. 

  Not one time did anyone tried to resolve any of my concerns with me.  Read how they addressed my complaints.  If I paid for rehab, I have the right to ask questions.  What's even more confusing, I received two different scope of work on 10/12/2022 with different prices. One for $4872.52 and the other for $5022.52. During a phone conversation with a crestcore employee about the rehab work, I was told that I will be charge the latter price for the mid-grade rehab.  Apparently, the mid-grade wasn't done. I'm more than sure, this is something that could have easly been explained if someone would've taken the time to truely wanting to resolve the problem. 

  Not one time did anyone tried to help resolve the assumption made by their contractor that the damaged was caused by rain, then another time he said the malfunction thermostat. I asked two professionals (a roofer and an Hvac Tech - both are experience in their line of work) to check on what was said and both contradicted the contractor assumptions.  I'm asking that the malfunction thermostat be returned to me so I can have it checked by a professional. An unbiased person.  I believe I asked for it before and I have not received it.  I purchased the thermostat and if it's not working, I can get a refund.  This will resolve part of the issue.  

  What proof is there that the thermostat malfunctioned and caused this damage? Please stop suggesting to me how I should fix my rental. First it was said, If the problem was small, crestcore maintenance personal will take care of it, but if the problem is big, then crestcore maintenance personal will give me a price to repair it.  Now, you are suggesting I file a claim. When will someone at crestcore see me as the person with the loss and do the proper investigation to find out exactly what happened to my rental. I feel like I've been fighting this company to prove I'm not negligent.

   

   

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

• Initial Complaint

  Date:01/10/2023

  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.

  -Dates of the transactions: September 8, 2022 and October 12, 2022 -Amount of money paid to business: $7,750.73 (1st installment: $3,000, 2nd installment: $1,890.73, 3rd installment: $2,860)-Nature of business: CrestCore and the maintenance/rehab team was to complete renovations and repairs at a rental property I own. The address is: ****************************************************** -On October 26, 2022, CrestCore emailed me to inform me the rehab had been completed. -Dispute: I transferred property management to ******************** Realtors LLC, on December 2, 2022. On December 19, 2022, the inspector for ******************** visited **** ************** The scope of work drafted by the inspector and the photos the inspector took that day show that the work I paid CrestCore to complete had not been done. -Resolution to problem: I emailed CrestCore today, January 10, 2023, to demand reimbursement. I am waiting for their response. -Evidence: I have all the scopes of work, the email correspondence, and the photos from the *********** site visit. Photos from *********** inspector are in the link below. ****** Drive: ************************************************************************

  Business Response

  Date: 01/19/2023

  Dear owner,

  We have looked over all of the information that ****************** has sent to us regarding the scopes of work for his property at **** *****. 
  
  The ceiling fan on the initial scope for the front bedroom was not installed, but instead a flush light fixture was installed. The difference of $87 is to be refunded.
  Caulk in the half bath. There does not appear to be caulking around the half baths sink. $30 to be refunded.
  
  

  (Pictures are available upon request. Files to large to upload).

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18718852
  
  I am rejecting this response because:
  

  Please see the email attachment in Gmail sent to CrestCore on Thursday, 1/26/2023.

  Please let me know when you are sending me the refunds for the two items you described in your email last week. 
  
  
  The ***** team has reviewed your response and they have revised the scope of work. See attached. 
  
  
  I am very concerned about this subfloor in the living room. The supervisor at ***** who walked the property did not see any trace of replacement flooring. He described the living room floor as "bouncy as a trampoline".
  
  
  I paid CrestCore $860 for this repair. The pictures show older, damaged flooring in the living room. CrestCore needs to reimburse me for this expense. I am now going to have to pay ***** $900 for a repair that was supposed to have been completed during the fall.
  
  
  In addition, please advise when I will receive back the $500 maintenance reserve and the December 2022 rents for ************** and ******************************* that have not yet been remitted to me. 

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

  Business Response

  Date: 02/08/2023

  Hi ******************,

  The credit for the $117 for the ceiling fan and caulk in the bathroom has been credited back to you. The funds were sent to you last week along with the December rents for **** Canary and **** Driftwood as discussed. 
  
  As for the subfloor repairs, the extent of the damage that was repaired/replaced was in the washing machine closet. There were a few boards that we were replaced/repaired on the adjacent wall in the living room. Please see the photos below. This work was completed on 10.21.22. We did not quote to repair the entire subfloor in the living room. 
  
  The work you were quoted and billed for was completed. There were no other issues with the subfloor in the living room in October when the inspections were conducted, and the other flooring issue was discovered. Attached are photos of the flooring repairs.
  
  

  For the washer room (see attached photo). As you can see this whole floor was replaced and covered with LVP flooring. 
  

  As stated in previous emails the $500 reserve will be held for at least ***** days to allow the final invoicing to come in from the attorney's office.
  
  
  
  
  

• Initial Complaint

  Date:12/26/2022

  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.

  On December 24, *********************** the rental property I reached out to the property manager and the tenant portal on property management website. No one has contacted me or reached out in regards to this issue I have been without water going passed 48 hours and still no one has reached out.

  Business Response

  Date: 01/03/2023

  We deeply apologize for any plumbing issues you may have experienced over the Christmas holiday weekend. It was reported during the Christmas holiday weekend when normal business hours were suspended and because of the issues that the severe cold temperatures caused with plumbing throughout the Mid-South, plumbers were in high demand and difficult to dispatch in a timely manner. CrestCore made sure that your work order was our top priority when we resumed business on the 27th of December and were able to resolve the issue the same day. We appreciate your understanding and rest assured that we are always working to improve and provide the best services.

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18640700
  
  I am rejecting this response because: the property management company has 48 hours to restore water which they didn't do before 72 hours this is completely unacceptable, the property management company never attempted to send a plumbing before Tuesday December 27. I attempted multiple times to reach out, I followed protocol on my end and they failed to do their part. Someone should be held accountable for this, it's not fair to just apologize after my Christmas was ruined with my children. They didn't make any priority for my water to be restored, water is an emergency and by law is to be restored within 48 hours regardless as to ANY holiday. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/10/2023

  Good day!

  Again, we apologize your family had to experience that during the Christmas holiday weekend. As stated in our 1st response, plumbers were in high demand and difficult to dispatch during those times but we made sure that your issue was our top priority when we resumed business on the 27th of December and were able to resolve it the same day. 
  
  We understand that you are not satisfied with just our apologies but if you would like to call us, we will go ahead and do our best to work with you for a resolution. 
  
  You can contact us at the details below; 
  Name: *******************************
  Email: *******************************************
  Contact No: ************
  
  Again, we deeply apologize for the inconvenience. 
  Thank you, 
  CrestCore