Complaints

This profile includes complaints for Crest Management Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Crest Management Company

  Houston, TX 77084-4935

  
• 

  Crest Management Company

  PO Box 219320 Houston, TX 77218-9320

  

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:10/17/2024

  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.

  I live in Lake Olympia and we have a new contact person for complaints, JaLisa. I emailed this employee last week, along w photos of the concern. I waited a few days and after no reply, emailed JaLisa again. Again, no response, so emailed JaLisa asking for a reply or for her to put me in contact w someone who could assist. Still no reply. Several other neighbors informed me that they have had the same issue of no reply to emails. This is unprofessional, to say the least! There are also other issues happening in our neighborhood that need addressing, but w my correspondence going ignored, it’s not possible to address these other problems.

  Business Response

  Date: 10/25/2024

  We understand that since you filed the complaint, you have spoken with Ja'Lisa. Please let us know if you require additional assistance.

  Sincerely,

• Initial Complaint

  Date:04/30/2024

  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.

  I moved some tenants into my house with an HOA served by Crest Management. From the VERY FIRST MONTH they have been complaining about a portable basketball goal that my tenants kids use to play. At first they were complaining the base was not surrounded by decorative rocks. Mind you, there are many other portable basketball goals in my neighborhood and none of them are surrounded by decorative rocks, but for some reason, MY tenants hoop needs to be covered by rocks, so we complied. Now, I am getting notices that the goal needs to be behind the "setback line." There is nothing in our by-laws that covers the placement of basketball hoops. Regardless, I asked my tenant to dispose of the goal last month, which she did. In fact, the last "violation" was them setting it on the curb to be disposed of. This month (April 2024), I am now getting a "final notice" in the mail regarding a portable basketball goal that no longer exists, as it has been thrown away.

  Business Response

  Date: 05/16/2024

  Basketball goals are addressed in Section 4.1 of the Architectural Modification Guidelines for the Eagle Springs Community Association. The relevant page is provided in the attachments of this response. The full document is larger than the permitted upload size in the BBB Portal but can be accessed on our website at ********************************************************************************* * Governing Documents > Architectural Guidelines. 4.1 a) states in part, "Portable goals must never be more than ten (10) feet in front of the most setback portion of the facade on houses with front loading or corner lot side loading garages. Houses with recessed garages may only place portable goals behind the front building setback line. Goals must never violate the side building lines or be permitted in the streets." 4.1 b) states, "Construction: Pole - the pole must be metal. Backboards must be standard size. Material must be plexiglass, graphite or fiberglass. The color must be white, clear or gray with the exception of the manufacture's outline markings. Nets are required on all rims, no chain type nets are allowed." 4.1 c) states, "Maintenance: All goal supports, backboards, rims and nets must be well maintained at all times."
  
  Six notices were sent to the property regarding the basketball goal in the past 15 months. These are detailed below and directly correspond to the above-noted provisions. Date-stamped photos are attached from 3/13/2024 and 4/17/2024. The latter shows the base of the basketball goal still present and in public view. Typically, we only take photos for violations at the Certified and Final Demand stages; however, following your attached email dated 5/2/2024, we have noted your account to take photos at all stages of any violations noted in the future. 
  2/8/2023 - Courtesy Notice - Remove miscellaneous items from basketball goal base and fill base with sand and/or water.
  3/8/2023 - Courtesy Notice - Refrain from storing your portable basketball goal laying down. Please return goal to an upright position to comply with your community guidelines.
  2/15/2024 - Courtesy Notice - Store portable basketball goal behind building setback line when not in use.
  3/13/2024 - Certified Demand Letter - Store portable basketball goal behind building setback line when not in use. (Photo Attached)
  3/13/2024 - Courtesy Notice - Maintain basketball goal net in like-new condition.
  4/17/2024 - Final Demand Letter - Store portable basketball goal behind building setback line when not in use. (Photo attached)

  Carolyn *****, **** * ***** ********* *******
  Crest Management Company, AAMC - Your Community Partner 
  17171 Park Row, Suite 310, Houston, Texas 77084 
  D: ************ | E: carolyn.*****@crest-management.com  
  For more information visit www.crest-management.com 

  Customer Answer

  Date: 05/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I have verified through eye witness and independent inspection that as of 03/17/2024 the basketball goal was disposed of.  As matter of fact, the "notice" sent in March was due to the goal being on the side of the road for pickup and disposal by ***** **********.  The final photograph is fraudulent as the basketball goal is no longer present on the property and is easily verifiable through inspection.  I believe the continued harassment by Crest Management is harassment and discrimination.  I have had to hire an independent inspector to verify that the basketball goal has been removed after repeated harassment by Crest Management and expect compensation for that expense.  See attached photos taken by independent inspector after last April notice claiming the goal was set "inside the Setback line."

  Furthermore, Crest Management has failed to answer emails or return phone calls regarding these notices and the Basketball Goal.  Their refusal to communicate to resolve this matter just exemplifies their intent to harass, annoy and to deny full access and usage of my property.

  
  Regards,
  

  Joshua ****
  
   

  
  

  Business Response

  Date: 06/14/2024

  The date-stamped photo from April 17, 2024 shows the base of the basketball goal by the gate. The photo you provided is date-stamped May 1, 2024. We acknowledge that the goal has been removed at this point and the violation has been closed. We have noted your account to take pictures of all future violations.

  In your most recent email to our staff, you stated, “If you have ANY QUESTIONS AT ALL feel free to call me at ************. ******* keep trying me.” We did not have any questions, so we did not contact you.

  Carolyn *****, **** * ***** ********* *******
  Crest Management Company, AAMC - Your Community Partner 
  17171 Park Row, Suite 310, Houston, Texas 77084 
  D: 281.******** | E: carolyn.*****@crest-management.com  
  For more information visit www.crest-management.com 

  Customer Answer

  Date: 06/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Nice that now I have hired outside agents, provided time stamped photos, and have witnesses they are now finally agreeing that the goal has been removed, after harassing me and my tenets.

  they have not acknowledged lying about the basketball goal and they are failing to mention that I’ve attempted contact with them 5 more times bother over phone and email.

  I am starting to understand why Crest Management operates out of a secured building.

  
  Regards,
  
  
   

  
  

  Business Response

  Date: 07/11/2024

  In your original complaint you listed your desired settlement as: “I want full and documented evidence of all violations. Any further harassment (and discrimination) on their part will result in me charging THEM attorney's fees.”

  Our initial response included photographic evidence for the violations. We also confirmed that we will take photos of all future violations. That addresses your desired settlement. 

  From your most recent response: 

  Nice that now I have hired outside agents, provided time stamped photos, and have witnesses they are now finally agreeing that the goal has been removed, after harassing me and my tenets.
  -->We agreed in our response to your original complaint that the goal had been removed.

  they have not acknowledged lying about the basketball goal and they are failing to mention that I’ve attempted contact with them 5 more times bother over phone and email.
  -->We did not lie about the goal. Our last letter was sent on April 17, 2024 and we provided a date-stamped photo as evidence of its presence on that date.
  -->You sent multiple emails within hours of each other. As stated in our last response, your last email stated, “If you have ANY QUESTIONS AT ALL feel free to call me at ************. ******* keep trying me.” We did not have any questions, so we did not contact you.

  I am starting to understand why Crest Management operates out of a secured building.
  -->It’s not uncommon for office buildings to require secure access to portions of the facility. Our lobby is unlocked and open to residents and visitors during business hours. All areas other than the lobby and conference rooms are open to employees only. 

  Customer Answer

  Date: 07/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Goal was removed as of March 17th.  There was no goal in April.  The photographic evidence on March 17th was of the goal put out to the side of the road to be removed as heavy trash by ***** ***********

  i still had to pay a 3rd party $100 to take photographic evidence to stop their harassment of my tenants, as well as solicit neighbors as eye witnesses.

  They still have not admitted fault, only relented their harassment and I have not been reimbursed for my damages.

  
  Regards,
  
  
   

  
  

  Business Response

  Date: 08/02/2024

  Goal was removed as of March 17th. There was no goal in April. The photographic evidence on March 17th was of the goal put out to the side of the road to be removed as heavy trash by ***** ***********

  >>>The attached photo taken April 17th shows the base of the basketball goal still present on the property as of that date.

  i still had to pay a 3rd party $100 to take photographic evidence to stop their harassment of my tenants, as well as solicit neighbors as eye witnesses.

  They still have not admitted fault, only relented their harassment and I have not been reimbursed for my damages.
  

  >>>We have provided photographic evidence of a documented violation. Any expenses incurred to correct the violation are between you and your tenant.

• Initial Complaint

  Date:11/03/2023

  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.

  Crest Management Company is handling the HOA from my property located at ***** ******** ***** Ln Cypress TX 77433 and they keep charging me $344.55 as part of old Collection fees and finance charges. For the past months I been sending all the supporting documents that proof that the reason of the delays were during the time they switch merchant bank service and were rejecting or not accepting payment online. I think this is the third time I noticed they switch banks Perhaps all my letters and phone calls they have been ignoring my documents and explanations and just continue charging me finance charges.

  Business Response

  Date: 11/07/2023

  Mr. *******,
  
  We understand your concern with the balance on your account. We have reviewed all transactions and confirm everything is documented correctly. Your waiver request was submitted to the Board of Directors for ********** Ranch Homeowners Association in 2020. The Board agreed to waive finance charges once the assessment balance was paid in full. The Board stated they would not authorize waiver of late fees.
  
  Finance charges have been waived for assessment years before 2023. Once the remaining $74.00 balance for the 2023 assessment has been paid, the related finance charges of $62.16 will be waived from your account. The late fees remaining on the account total $285.00 and will need to be paid to bring your account to a zero balance. 

  Carolyn *****, PCAM | Chief Executive Officer
  Crest Management Company, AAMC - Your Community Partner 
  17171 Park Row, Suite 310, Houston, Texas 77084 

  Customer Answer

  Date: 11/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

  I would like to make it clear about the fees I'm referring on my complain:

  There are two fees involve here:

  - Finance Fees: These are charges related to the monthly installments plan. These fees will be waived per the Board's agreement back in 6/22/21 (email from *****@cres-Management.com attached previously)

  - Late Fees: These are fees related with rejections of my HOA payments thru their portal  (This happened when they changed the bank that process the payments) ( I provided all the proof but the Board of Directors does not want to authorize removing the charges)

  Today, I went ahead and paid the remaining balance of $74.00 to close HOA 2023 (receipt attached)

  Unfortunately I do not agreed with the Board of Directors decision about not waiving the Late Fee most of those fees were caused due to the lack of communication and accessibility  to the account back on those dates.

  I hope you would still consider my case I have been paying my dues up to date.

  Best Regards

  Luis *******

  
  
   

  
  

  Business Response

  Date: 11/15/2023

  Crest Management is contracted by your HOA to perform administrative tasks such as sending invoices, receiving payments, preparing financials, etc. Crest Management does not have the authority to waive the late fees. That authority rests with the Board of Directors for your HOA. We understand you do not agree with the HOA Board’s decision, but Crest Management is not able to reverse or change the HOA Board’s decision. You can submit a written request asking the HOA Board to reconsider or request to meet with them by contacting ******* at 281-945-4634 or ********@crest-management.com. 

  Carolyn *****, PCAM | Chief Executive Officer
  Crest Management Company, AAMC - Your Community Partner 
  17171 Park Row, Suite 310, Houston, Texas 77084 

   

   

  Customer Answer

  Date: 12/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  - Are the issue resolved: Not satisfactory for me. Per their respond I should be submitting this claim to the Board of Director directly not to them but not sure how can I do that.
  
  “Crest Management does not have the authority to waive the late fees. That authority rests with the Board of Directors for your HOA.”
  
  - Did you ever file your case through the court system?  NO
  
  
  Thank you for all your help.
  
  Luis 
  
  
  
  
   
  

  Business Response

  Date: 12/27/2023

  Mr. *******,
  
  You may submit a written request to the Board of Directors by email to ********@Crest-Management.com or by mail to ********** ***** HOA, c/o ******* M, P.O. Box 219320, Houston, TX 77218-9320. ******* will present the written request to the Board and advise you of their response If you prefer to the meet with the Board  in person, please contact Community Manager, ******* M. at 281-945-**** or ********@Crest-Management.com and request to meet with the Board at an upcoming meeting.

  Carolyn *****, PCAM | Chief Executive Officer
  Crest Management Company, AAMC - Your Community Partner 

  Customer Answer

  Date: 01/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  From previous recommendation from Crest-Management I sent the letter to ******* M. on 12/8/23 and got her reply email on 12/11/23 with a negative respond

  I'm attaching copy of her email 

  Is there other option at this time.  

  Does the Board of Directors at least are aware of this complain?

  Thank you

  Luis *******

   

   

   

   

  
   

  
  

  Business Response

  Date: 02/01/2024

  Crest Management is contracted by Mr. *******'s Homeowners Association, ********** *****, to provide services to the association. That contract does not give us the authority to remove fees from homeowners' accounts.

  The Board of Directors of ********** ***** approved to waive all interest on the account and that has been done. The late fees that remain on the account are fees incurred by the association and the Board of Directors has denied Mr. *******'s request to waive those. 

  Crest Management has requested that the Board of Directors of ********** ***** meet with Mr. ******* to discuss the request again and we will provide an update once the Board responds to the request for a meeting. Crest Management is unable to remove the late fees from Mr. *******'s account without the Board of Directors' consent.

  Customer Answer

  Date: 02/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Understood and thank you for responding to my request.

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

  
  

• Initial Complaint

  Date:12/15/2022

  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.

  Crest Management Company-HOA has sent Documents to my Mortgage Company ******* ****s Loans stating that I have not paid my HOA Fees since 2019, and Crest Management/ RMWBH Attorneys sent notice to ******* **** Loan stating that I owe over $9100 and there was a Lien on my home, My Mortgage Company mailed a check for over $9100 from ******* **** Loans, which was a lie, I have several emails from Crest Management, Shannon, Association Manager and Dianne/Community Accountant and also Attorney Maggie Cazares, regarding large amount of HOA Fees, Totaling over $15,100 Thousand Dollars since 2020. I have documentation regarding outstanding HOA fees and Crest Managment never answered their email nor answer phones, Crest Managment place a lien on my home during COVID-19 while I'm work saving lifes they was Crest is charging me unreasonable fees day by day which I have paid the Attorneys Roberts Markel Weinberg Butler Hailey, Attorneys at Law. I ask for Receipt and payments made from both Crest Management & Attorneys which I have not Receive from both parties. I received a letter on 12/5/2022 stating I owe for 2022, Which is not true Crest Management was paid twice in 2021 for HOA. Crest Management. I was told back in 8/2020 that I was paid in full by a Ms. ***** when I made my last payment to her. I have been given several different $$$ amounts. But I know for sure there is NO HOA fees that add up to over $15,000 since 2019 to 2022. When Grand Oaks HOA is $750 a year MAKE IT MAKE SINCE. Crest Managment have giving ****** **** Loans false documentation of HOA fees stating that I have never paid anything since 2019 AND placed a Lein on my home so ******* **** Loans had no idea that I have paid over $4000 in HOA fees since 2019. I have emails and copies of Checks stating the amounts and emails.

  Business Response

  Date: 01/04/2023

  Ms. ********,
  
  Crest Management Company is contracted by Grand Oaks Homeowners Association to perform day to day operations on behalf of the Association. This includes sending invoices, collecting payments, and communicating with owners on the Association’s behalf. RMWBH is the Association’s attorney and also works on behalf of the Association to collect past-due assessments. Once an account is referred to RMWBH for collections, Crest Management ceases communication with the account holder regarding the delinquency.
  
  Each month an account is delinquent, finance charges are incurred in accordance with the Association’s Declarations of Covenants, Conditions, and Restrictions. All collection costs for collection letters, court costs, foreclosure costs, etc. are charged back to the delinquent account as permitted by law.
  
  After your mortgage company paid your delinquent balance, your file at RMWBH was closed and all legal action was dropped. You entered into a payment plan for the 2022 assessment which was due by January 31, 2022. You made one payment in May 2022 then defaulted on the payment plan with no other payments made. Finance charges are continuing to accrue each month your account remains delinquent. You now also owe for the 2023 assessment which is due by January 31, 2023. If you do not pay your assessment, you risk the Association turning your account over for legal action again. 

  Crest Management Company, AAMC - Your Community Partner 
  17171 Park Row, Suite 310, Houston, Texas 77084 
  P: 281.576-0761 | E: [email protected]  
  For more information visit www.crest-management.com