FAQs

We currently have a team of 40 professionals, including 12 community managers. Each association is assigned a manager, an assistant manager, and a staff accountant. Additional support staff handle accounts receivable, accounts payable, and closings.

You can reach us at (630) 627-3303 during our business hours, Monday through Friday, from 9:00 AM to 5:00 PM.

Yes, we are a Bronze Sponsor of the Community Associations Institute (CAI). Our managers receive PCAM certification for professional training and development.

We have a B+ rating with the Better Business Bureau.

The number varies, but each manager handles 10 to 11 associations on average to ensure personalized service.

Yes, we have Spanish-speaking staff available to assist homeowners and board members.

We have been in business for over 50 years, providing local, personalized service. Our manager and assistant manager system ensures every community gets dedicated attention.

We provide financial reports to boards by the 15th of each month.

The association selects its own CPA, though we can provide recommendations. The CPA bills the association directly for services.

The association’s board determines billing methods. We can send coupons, statements, or email reminders based on board preference.

We process closing documents through CondoCerts. The seller or buyer pays all fees at closing.

Yes, we can provide a credit card for board members upon request.

Board members submit receipts, and we process the reimbursement like any other association expense.

We provide all requested documentation for HOA audits for a fee.

Invoices are submitted to our lockbox email and uploaded to Strongroom for processing. Managers approve invoices multiple times per week. Vendors can receive direct deposit payments through Avid.

We do not charge payment fees, but Mastercard and Visa apply service fees through ClickPay.

ARC forms should be submitted through our online portal, Vantaca.

We have a preferred vendor network, but boards are free to choose their own vendors.

Yes, we provide monthly training for homeowners and board members on using our software.

Yes, webinars are available through our online portal

We have an after-hours answering service, and managers are always on call for emergencies.

Yes, we work with preferred vendors for reserve studies and obtain additional bids upon board request.

Homeowners can call or submit requests through our portal. The assistant assigns work orders to the community’s preferred vendor. If no vendor is assigned, the manager provides direction.

We aim to respond within 4-6 hours, often on the same day the request is submitted.

No, we work with the association’s attorney, who serves as the registered agent.

Yes, we can manage pool pass distribution. Fees are negotiated with the association.

We review the management contract, suggest improvements, and resolve issues regarding services between the board and the management company.

We inspect the property’s condition, assessing all major components in the reserves. We also prepare reserve studies for associations without one. Associations under full Hillcrest management receive a reserve study as an optional service at a reduced cost.

We analyze operating and reserve budgets, comparing actual expenditures over the past two years. We provide solutions to create a balanced budget. Our team has helped many communities save money and avoid assessments or dues increases.

We review dues adjustments in the operating and reserve budgets over the past five years. We provide recommendations for better financial planning.

We review past board meeting minutes to determine if management has implemented motions effectively over the past two years.

We provide reporting tools to improve communication and track progress between the board and the management company. We work for the board and the community, respecting goals and priorities.

We offer guidance on setting up internet communication, creating a website, and managing an updated member database. We also provide electronic and printed newsletter options to keep homeowners informed.

We assist with meeting procedures, record-keeping, and agenda preparation. We summarize every meeting we attend and provide full meeting support at no extra cost. We also recommend a rating system to evaluate association responsibilities and guide board discussions. This helps in planning improvements and funding future projects.

Because we can endure very high call volumes, you may reach out to us via voicemail instead of a live person occasionally. We have implemented this to ensure you never hear a busy signal and can still get through to us. You can leave a message, and your call will be returned as soon as possible.

Our office is open Monday through Friday, but we do have an emergency service available 24/7 for emergencies. You can reach the service after hours by dialing 630-627-3303 and pressing “1.”

Some of our associations allow rentals, but we do not handle renting any unit. It is best to contact your local realtor for help with this.

This is a question that often comes up when people call into our office. The name of your association is the name of the property where you reside. Another way we help homeowners determine this information is to ask who they write their checks to. All checks are made out to the association and not Hillcrest. It is essential to know that Hillcrest is not the association’s name and that we are the management company. If you’re still not sure, don’t worry. You can call us, and we can look it up at your address!

Typically, if you are paying your assessment monthly, it is due by the 1st of the month. Again, it is always best to check the rules and regulations for your association for the exact date, as some associations vary with payment occurrences.

Yes! We take payments over the phone.

Yes, some associations are set up to allow payments online through multiple options, and all associations can make payments online through ClickPay.

If you are stopping by our office to make a payment, we can only accept payment as a check or money order. We cannot accept cash or credit cards in our office. We accept but do not process payments here in our office; we mail them to our processing center.

Plain and simple – the board of directors for your association makes the rules. It is a common misunderstanding that the management company, Hillcrest, in this case, makes and changes the rules. The management company can only enforce the laws that have already been made.

Most associations list the procedures for an appeal/hearing in their rules and regulations and any forms that need to be submitted for this purpose. It is best always to reference your rules first. If you have more questions, you can always contact the HOA manager for your association.

We understand that many life-changing events may occur from time to time. To add a name or take a name off of the ownership of the unit, we will need a copy of the deed or the documentation to show this change. If you were recently married and changed your name, you must supply us with a copy of the marriage certificate and documentation to show the name change. If an owner has passed away, we will need a copy of the death certificate and any documentation if there is a change in ownership.

To obtain a copy of the governing documents for your association, CondoCerts management, or your Vantaca homeowner portal. If your association has implemented Vantaca, acquiring a new copy will be free. Or, if available, you can check your association website.

If we haven’t answered your questions here, you can contact us here. You can also call the office at 630-627-3303 and we would be glad to assist you!

To keep up with our job openings, please check our Career Opportunities page.