Frequently Asked Owner Questions

Below are some of the most frequently asked questions from our property owners. The information contained here is brief. At any time, when you require additional explanation, you may contact our Client Services department. (Please visit Our Resources page to learn more about CrestCore and how we can help you.)

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Questions About Partnering with CrestCore Realty

How are my properties set up in the CrestCore management system?

You begin by signing our Management Agreement which contains a list of your property addresses. We will create an owner portal for you on the CrestCore website where you will receive all communication and documentation. A user guide will be uploaded immediately so you can begin to use the portal right away (click here to view the Owner Portal login screen).

How do I use the Owner’s Portal?

You can use the Owner’s Portal to view your statements, look at completed work orders, and get weekly updates during the tenant screening process. Watch the video to learn more about how to use it.

Once my property is in the system what can I expect?

If your property is vacant, we will have our Maintenance department perform an evaluation to determine its readiness for leasing. It is our policy, depending on the area, to pull the A/C condenser, cage the A/C unit, or leave it as-is. We also board up the windows in vacant properties (at our discretion) to protect your investment. If repair work is required, you will be notified and receive a quote for your approval prior to any work being done. If the property is occupied, we will contact the tenant immediately to make arrangements to collect the rent.

For more information about vacant property policies and procedures, please see the “Maintenance” Section.

Who do I contact if I have questions or concerns?

A: CrestCore has a dedicated Client Services department for your convenience. You may contact Client Services during normal business hours (10AM to 3PM CST Monday through Friday) via email at clientservices@crestcore.com, the Comment area in the Owner Portal, or by phone at 901-385-3119 ext 34.

Questions About Leasing

How is the rent rate set?

Target rent is set using current market analysis and internal statistics. We have developed a proprietary tool that utilizes our 2,000+ property database to accurately assess market conditions. All target rents must be approved by the property owner.

How do you get a tenant for my property?

We maintain a large staff of full-time Leasing Agents along with a dedicated Leasing department to market our managed properties. In addition, we advertise the property on the CrestCore website (click here to view the “For Rent” section of our website), as well as many others like the local MLS, Zillow, Trulia, Hot Pads, Craigslist, etc.. A CrestCore “For Rent” sign will also be placed in the front yard.

When a prospective tenant completes an application to lease the property, we put them through an extensive qualification process including credit check, rental history check, criminal background check, income, and identification verification. The time it takes to get the property leased will vary. You will receive weekly updates in your owner portal.

How long does the tenant stay in the property?
Typically, we write our leases for one 12-month period. However, we may write a longer lease with your permission. When a tenant wishes to renew at the end of their term, we will renew the lease for another 12-month period if they have performed according to the conditions of the original lease and you allow them to stay. Sometimes a tenant may remain in the property on a Month-to-Month basis. We require a 30-day notice for all move outs.

What happens if the tenant does not pay the rent?

You will receive monthly updates on rent payments received as well as late payments. Rent is due on the 1st of the month and considered late on the 6th day of the month. Late fees are retained by CrestCore to cover the cost of collections and court appearances.

If the rent goes unpaid after the 17th day of the month in which it is due, our Payments & Collections department will send you notice of pending legal action (FED). Charges to cover the court cost and attorney fees start around $225. We only use professional eviction attorneys to handle all evictions. You will have the option to stop the proceedings if you wish by the 20th of the month. The eviction process usually takes 30-45 days plus some additional time to remove the tenant from the property. There may be additional charges related to your case as well as securing the vacant property.

For more information about vacant property policies and procedures, please see the “Maintenance” Section.

How often do properties go vacant?

According to current statistics vacancy rate is less than 5%. Once a vacant property is refurbished, properties are usually re-leased within 30 to 45 days. We will do a weekly check of all vacant properties at no charge.

What happens to the security deposit when a tenant moves out?

Security deposits are held in an escrow account at Triumph Bank in Memphis, TN.

When a tenant moves out, the security deposit is returned to them unless any of the following conditions exist:

  • They are past due on the rent.
  • They have unpaid fees.
  • They have not given proper notice as required.
  • They have left the property in unsatisfactory condition.
  • Security deposits that are not returned to the tenant will be paid to the property owner.
Will I have to deal with complaints from tenants?

No, we attempt to satisfy tenants at the departmental level. When needed, we involve managers and the Principal Broker of CrestCore. Only after exhausting all avenues without resolution will we ask for your direct involvement.

Questions about Maintenance

What happens when work needs to be done on my property?

We handle all small repairs (under $500), as needed. You will be notified by email whenever a work order is opened for maintenance. If the repair is in excess of $500, we will notify you and ask for your permission to proceed. You will receive a written quote of the work to be done as well as itemized charges. CrestCore adds a 15.9% billing fee to the total of the approved invoice to cover management of the project and final inspection of the work. Once the work order is completed, you will see the bill in your owner portal and you will receive a report for the closed work order. You do have the option to secure additional estimates from outside contractors on your own, if you wish to do so.

What is the average cost of a repair?

About $125 on average.

Do I need to schedule lawn care if my property becomes vacant?

No, when properties become vacant, we put them into our bi-weekly rotation for grass cutting. The charge for this service is around $46 per cut. As a property owner, you are responsible to meet city code enforcement standards related to the condition of the lawn – charges from the City can be over $250 for violations.

What about air filters and yearly inspections?

We offer a bi-annual 22-point Inspection and Maintenance service. The following areas are covered:

  • HVAC system inspection and filter change.
  • Roof inspection.
  • Yard inspection.
  • Exterior walls inspection.
  • Interior inspection including cleanliness, electrical outlets, sink faucets, toilets, lights and fans, and signs of water damage to cabinets or ceilings.
  • Change smoke detector batteries.

The charge for this service is $115 per visit (Spring and Fall). Please watch our 3 Ways to Save Money on Maintenance video to learn more about reducing maintenance costs.

Questions about Financial Reporting

When do I receive my Owner Statements?

You will receive an email notice when your statement is available to view on your owner portal on the last business day of the month.

When do I receive my money?

You will receive an email notice that a payment to your account is pending. Checks are cut and direct deposits made on the last business day of the month (your bank may take 48-72 hours to post the direct deposit). On newly leased properties, there are two possible scenarios that may apply:

  • For Month #1, there will be leasing expenses of 75% of the rents received and your monthly management fee. Your payment will be reduced by these amounts.
  • For Month #2, if the Tenant’s move in date was after the first of the month, they will pay a prorated rent and this will affect the total payment you receive.

You will be charged an ongoing monthly management fee based on your Management Agreement.

What happens if my Statement shows a negative balance?

You may experience a month when expenses are greater than the income received. If this happens, you can go to your owner portal and make a contribution to your account or mail a check to CrestCore to cover the negative balance. We do not accept credit card payments at this time.

Do you offer inspections?

Yes.

Bi-Annual Property Preventative
Maintenance Inspections

It has been our experience that in our years of property management many maintenance & HVAC service calls were the product of poor maintenance on the tenant’s part. In an effort to reduce the number of unscheduled service calls and reduce maintenance costs for our property owners, we have established a bi-annual HVAC preventative maintenance program. This program consists of two (2) visits per year- once in the spring and once in the fall.

In the Spring: The cooling system is inspected thoroughly, air filter(s) changed, & the outside condensing coil(s) cleaned. Then the system’s operating pressures are checked and any potential problems identified. At this time, any needed repair can be scheduled and performed before the hot summer rush.

In the Fall: The heating system is thoroughly checked. The air filter(s) changed again and the furnace(s) is professionally serviced. Allowing again for any potential problems to be identified and scheduled for repair.

Please see full breakdown of items checked during these inspections:

Spring Service (Air Conditioning):

  • Clean and inspect condensing coil
  • Clear condensate drain
  • Change air filter
  • Check AC operating pressures
  • Test condenser starting capabilities
  • Inspect and test blower assembly
  • Check and test safety controls
  • Lubricate moving parts where required
  • Calibrate thermostat where applicable
  • Check supply and return air flow
  • Check expansion valve operation (if applicable)
  • Evaluate overall air conditioning performance

Fall Service (Heating):

  • Inspect heater exchanger and burners
  • Vacuum debris from service box
  • Inspect and clean pilot assembly and/or flame sensor where applicable
  • Inspect and test blower assembly
  • Inspect and test safety controls
  • Change air filter
  • Check amp draw on blower motor
  • Inspect and test draft inducer assembly (when applicable)
  • Inspect furnace exhaust vent piping
  • Inspect supply and return air duct system
  • Check supply and return air flow
  • Inspect and clean exterior furnace enclosure
  • Evaluate overall heating performance
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Contact Us at CrestCore Realty

We know there may be questions that still have not been answered. If that’s the case, send us a detailed inquiry through your tenant portal and we will respond as soon as we can.

Google
5.0/5
Jun 1, 2024
Google - Cory - CrestCore Realty LLC
I will definitely recommend this company to anyone looking for a house. The process was easy, communication was great and being that I’m a truck driver who is on the road a lot they made it simple with everything being digital. If I could give more stars I could.
Google
5.0/5
May 3, 2024
Google - Shermetra - CrestCore Realty LLC
Fast easy approval,great communication,reasonable priced home in a great area.Highly recommended
Google
5.0/5
May 2, 2024
Google - Denise - CrestCore Realty LLC
My dealings with crestcore realty has been nothing but very pleasing thus far, crestcore realty has been very attentive and pleasant to my requests and concerns shout out to all their all around professionalism
Google
5.0/5
Apr 22, 2024
Google - Jean - CrestCore Realty LLC
Everytime i make a maintenance request they are right on it people are friendly in the offic keep up the goodwork tx jean
Google
5.0/5
Mar 9, 2024
Google - Scott - CrestCore Realty LLC
CrestCore has been a great property management company from the perspective of a landlord, collecting rents, managing collection of back rent owed, dealing with evictions when necessary, getting problems at the properties fixed in a timely manner, performing renovations when a property becomes vacant, getting the property back on the market in a timely manner, and getting new tenants in so the property can generate the income it was intended for. They have great advice when tenants make certain requests and I have to decide on things. They always answer my phone calls and respond to my emails in a timely manner. Thank you Crest Core, for making it relatively easy for me.
Google
5.0/5
Feb 23, 2024
Google - Tiffany - CrestCore Realty LLC
I’ve been renting from Crestcore since September 2019 and I really appreciate this company. I appreciate you all for understanding anytime i may have an issue or a problem . I will continue to recommend Crestcore because it really makes a difference on how rental companies treat their tenants. I’m also grateful for you all for being patient and caring. They will always work with you as long as you communicate with them and be responsible. Some people want to leave negative reviews or comments but this is a GREAT REVIEW with 5 stars! ⭐️⭐️⭐️⭐️⭐️ I appreciate maintenance also for resolving any issues (if any)i may have very quickly. I hope this may help others who are seeking to rent from Crestcore. I thank you all genuinely for everything you’ve done for my family and I. A special thanks to the Collections Department.💙
Google
5.0/5
Feb 20, 2024
Google - Shameika - CrestCore Realty LLC
Crest core approval process was easy and wasn’t difficult to get approved, they had many homes all over Memphis to choose from. Awesome company to rent for. I just have a hard time getting returned phone calls once I have moved, but over all I love my home and it was a relief when I finally found somewhere to move in to that I really liked.
Google
5.0/5
Feb 8, 2024
Google - Tony - CrestCore Realty LLC
Hello neighbors, I just like to say as a very long time home owner down the street from you friendly business men and women. That we are pleased to have CrestCore as a neighbor. I haven't met any of you guys, yet, But, anyway my name is Tony and you all have probably seen me walking in the neighborhood, doctors orders. I noticed some of the staff enjoy the walking a bit on a beautiful day. I think that is just great! Stay healthy and most of all be safe walking. We all know bad things do happen everywhere in Memphis now days. I always carry some type of protection whenever I am out and about. Thank you for caring about your customers safety as well and always keeping a nice and clean environment.
Google
5.0/5
Jan 9, 2024
Google - J - CrestCore Realty LLC
Great job fixing the issue
Google
5.0/5
Nov 30, 2023
Google - Honey - CrestCore Realty LLC
Work was done very well
Google
5.0/5
Oct 6, 2023
Google - Tiwanna - CrestCore Realty LLC
I've been renting since April and I have nothing but good things to say from the beginning to now. Always helpful and timely can't ask for a better company to rent from.
Google
5.0/5
Oct 5, 2023
Google - Ginny - CrestCore Realty LLC
All the staff of CrestCore are wonderful. They helped me so much throughout the process of looking at properties through move in. The property is very nice and CrestCore has been very responsive with the maintenance requests. I definitely recommend this company.
Google
5.0/5
Sep 29, 2023
Google - Evan - CrestCore Realty LLC
I have worked with Caitlin and Kharisma on my property. They are always super helpful and quick to respond to me and work through any issues, which I really appreciate. Thanks!
Google
5.0/5
Sep 25, 2023
Google - Cindy - CrestCore Realty LLC
The customer service at Crestcore is great Angel and the others are awesome 👍
Google
5.0/5
Sep 6, 2023
Google - Janice - CrestCore Realty LLC
Great experience with Debbie
Google
5.0/5
Aug 25, 2023
Google - Net - CrestCore Realty LLC
Awesome company friendly staff quick response on any issue
Google
5.0/5
Aug 5, 2023
Google - Regina - CrestCore Realty LLC
It's only right I share my second experience with CrestCore Realty. My first experience wasn't great but they for sure made it right. Customer service ROCKS!! Thank you, for making it a great experience for my 4 little ones and I.
Google
5.0/5
Aug 4, 2023
Google - Tameka - CrestCore Realty LLC
Friendly professional staff who goes over and beyond to assist you with housing...🙌❤️🙏🏾
Google
5.0/5
Jul 28, 2023
Google - Altavious - CrestCore Realty LLC
I really respect crestcore great company and great people that understand and that is willing to go out there way for you and give u the best services they can from mechanic work to yearly check up to make sure your house is at its best....I give them 10 outta 10
Google
5.0/5
Jul 25, 2023
Google - Chester - CrestCore Realty LLC
She was very nice and was very helpful
Google
5.0/5
Jul 3, 2023
Google - Latarshia - CrestCore Realty LLC
They gave my family chance to rent from them Thank you crestcore
Google
5.0/5
Jun 19, 2023
Google - Chanel - CrestCore Realty LLC
My husband and I applied through crestcore the process was lengthy but we got approved the agent Debbie was very prompt and courteous very helpful and kind the house we applied for was unavailable we found another home hopefully we will be signing our new lease July 1
Google
5.0/5
Jun 9, 2023
Google - Linda - CrestCore Realty LLC
I, Linda Reynolds have had the best experience with Agent Debbie and the Manager Tory. When looking to rent from CrestCore go through the two people I listed. They are the best and going to make sure the house you pick feels like home. Also they do not look over any request. I'm one happy tenant. 😊
Google
5.0/5
May 25, 2023
Google - I - CrestCore Realty LLC
I love this company and everyone in it, some of the maintenance people who came to my old home on Cottage Hill. They do have some maintenance men that don't do their jobs right. Douglas Skipworth, what can I say about this man. This man helped me get a place when I was at my worst and I lived in that house for 12 years. He is so kind and he will work with you. Just ask for Douglas if you're having issues.
Google
5.0/5
May 2, 2023
Google - Michael - CrestCore Realty LLC
We moved in and the hot water wasn't working they fixed it in record time.
Google
5.0/5
May 1, 2023
Google - Tk - CrestCore Realty LLC
Everyone was so nice & understanding & ready to help me i love the new staff thanks taylor
Google
5.0/5
Apr 25, 2023
Google - Sean - CrestCore Realty LLC
I have been with CrestCore going on 4 years and all my experiences have been great. If something is broken, they respond back quickly and will have someone out as soon as possible. Thank you Shane for all you and your company do.
Google
5.0/5
Apr 20, 2023
Google - Elton - CrestCore Realty LLC
I tenant Elton Dennie has been a loyal customer at crest core for 10yrs.when I have a service problem crest core have served me very well.the staff had been very friendly and patience and helpful.thanks to the property manager meech for being very professional and helpful. .
Google
5.0/5
Apr 19, 2023
Google - Lori - CrestCore Realty LLC
They have a wonderful friendly staff. Janey always did what ever she could to get my maintenance problems taken care of.
Google
5.0/5
Apr 19, 2023
Google - Brittany - CrestCore Realty LLC
Shane and the guys delivered excellent service! Very fast and professional! Highly recommend!
Google
5.0/5
Apr 4, 2023
Google - Dustin - CrestCore Realty LLC
Edit, They helped us out with the problem we had. Quick responsive once I got the right email to communicate with them
Google
5.0/5
Feb 27, 2023
Google - Diane - CrestCore Realty LLC
They have always worked with us to get repairs done quickly. Always very pleasant when we talk to anyone about anything in the office. Repair people usually very knowledgeable. They have made vast improvements to their office in the last few years.
Google
5.0/5
Feb 5, 2023
Google - Lashay - CrestCore Realty LLC
So far everything has been good. Nice quiet area I'm in.
Google
5.0/5
Jan 8, 2023
Google - Maeghan - CrestCore Realty LLC
Over the holidays the Mid-South got hit with some pretty bad winter weather as well as, most of the country and we were not ready!!! As most of the residents in the Memphis and surrounding areas, our pipes busted. We rent a home through Crestcore Realty and as you may know, there is a small process when renting. As soon as I put in a maintenance request through resident portal, Meech reached out to me immediately and got thier maintenance team on it ASAP and answered and questions I had along the waa through the process. Cameron, frome thier maintenance team was absolutely wonderful! Very professional and he explained what was going on in such away that we could understand and didn't hesitate to answer any further questions we had. He went above and beyond amd fixed not only the busted pipes, but he also repaired faulty water lines that had been incorrectly just "thrown together ", by someone before we came along and rented the home. The experience from Crestcore and thier team is a 10/10! I would most definitely recommend them to others looking for a professional Realty company!! Thanks again guys!
Google
5.0/5
Jan 6, 2023
Google - John - CrestCore Realty LLC
Crestcore Realty was prompt and reasonable in helping me find an apartment. They truly worked with me!
Google
5.0/5
Jan 2, 2023
Google - Tanika - CrestCore Realty LLC
Haven't had any problems with them very understanding and helpful with anything that I needed Mrs .Debbie is the best ☺️☺️
Google
5.0/5
Nov 28, 2022
Google - Sebastian - CrestCore Realty LLC
Shane!!! Is the absolute best customer service agent I’ve ever spoken with!!! Easy to talk to an correspond with!! Thanks you Shane!!!
Google
5.0/5
Nov 7, 2022
Google - Arsenio - CrestCore Realty LLC
CrestCore Realty has been wonderful to me over the past year of investing with them. I currently live out of the country and cannot visit my property physically and view its condition. That’s where CrestCore Realty comes in. Mainly speaking, Shane, my Portfolio Specialist, has been a rockstar when it comes to communication and letting me know when things come up which need immediate attention or need immediate action! Thank you, CrestCore, for being a blessing, and thank you, Shane, for your excellent work!
Google
5.0/5
Nov 1, 2022
Google - Stephanie - CrestCore Realty LLC
I was really in a house bind, a week and a half before I had to move and had gotten denied so many times. I found a quaint little house and applied. My contact person was Ms. Debby. When I tell you she worked with me, kept me informed on what I needed and guided me through this transition with ease. She was great at communicating and when I finally got the chance to speak with her, she was just as I imagined. A very sweet lady. So Crestcore, keep Ms. Debby around for people like me that needed a chance and just needed someone with compassion and grace to work with them.
Google
5.0/5
Oct 31, 2022
Google - Chandra - CrestCore Realty LLC
I like how they are about the job. I hope to stay with them many more years. They fixed the problem NOT NO PATCH UP!! keep up the the good work 👍
Google
5.0/5
Sep 1, 2022
Google - Kari - CrestCore Realty LLC
Easy, quick to get back with me and great customer service
Google
5.0/5
Aug 29, 2022
Google - Krusha - CrestCore Realty LLC
My review on Crestone Realty, Im very happy with the way they handle business, thanks to them for responding when needed and thanks to them for understanding my situation and giving me time to solve my issue. Always prompted and courtesy Crestone Realty is a great company to rent from
Google
5.0/5
Aug 5, 2022
Google - Jennifer - CrestCore Realty LLC
Angel is definitely a God send!! Always sweet and understanding no matter how upset I am, she never breaks!! Awesome prompt customer service!! Maintenance request made, addressed with next opening which is never long at all!! Also their maintenance crew are very nice as well!! Resident for 2 months and have gotten 5 things done the previous management company refused to fix in my home!!
Google
5.0/5
Jul 22, 2022
Google - Scott - CrestCore Realty LLC
Shane has been consistently quick to respond and productive in her actions...thank you!
Google