Frequently Asked Questions from Tenants

Below are some of the most frequently asked questions from our tenants. The information contained here is brief, at any time 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.)

Tenant Selection Criteria

CrestCore is providing the required Tenant Selection Criteria pursuant to all applicable federal and state laws. The following information outlines the basis upon which CrestCore will make its decision. Any rental application action will conform to all applicable federal and state laws. The following is a list of the required items and selection criteria by which tenant applications are reviewed:

  • Complete application online.
  • Pay application fee of $45 per adult application – all application fees are non-refundable.
  • If multiple applications are received for the same home, we will process all applications in the order they are received until we have an approved applicant.
  • All conditions of the application process must be met for applicant to receive an approval.
  • Applying for a home does not guarantee its availability.
  • A property is still considered available until it is removed from the CrestCore website.

Applications

Each occupant over 18 years of age must complete an application and show valid government issued ID or proof of legal residence status with a visa.

Providing false and /or misleading information are grounds for rejection of an application and loss of any application fee and a basis for termination of the lease if subsequently discovered.

Any co-signers must complete the application process and prove income 4x the monthly rent.

Identification

CrestCore requires a verification of identity for applicants over 18 years of age. The following are considered valid forms of identification:

  • US Drivers License
  • US Passport
  • US Government issued ID card
  • US Visa

Income Requirements

Applicants must provide proof of monthly net income equal to a minimum of 3 times the monthly rent. [EXCEPTION: On homes with monthly rent less than $500, applicants must provide proof of monthly net income equal to a minimum of 2 times the monthly rent.]

  • Income will be verified by one or more of the following as required by management:
  • Paystubs for a minimum of the last 30 days for each applicant.
  • Self-employed must submit prior years filed tax return and P/L statement.
  • Offer letter from new employer with contact information for verification.
  • Official records proving retirement, disability, social security, alimony, pension and or child support benefits etc.

Rental History Requirements

If negative rental history (including but not limited to , evictions, late payments, current or past outstanding debts to previous landlords, etc.) is found then application may be denied or subject to an increased security deposit at the CrestCore’s sole discretion.

If CrestCore is unable to verify rental history the security deposit requirement shall be equal to 2 months’ rent.

Criminal Background Checks

Criminal background checks will be performed on each applicant.

Credit History Requirements

Applicants with credit scores under 500 or applicants without established credit are subject to Crestcore’s sole discretion to determine if income and background are sufficient to approve the application.

CrestCore may require an increased security deposit for credit scores under 500.

Approval with Conditions

Applications may be approved with conditions if it is determined that income, credit or rental history requirements are not met. Applicants will be required to pay an additional security deposit.

Occupancy Standards

CrestCore abides by occupancy standards based on 2 persons per bedroom.

Pet Policy

  • All pets must be disclosed on the application and approved by CrestCore.
  • Maximum of 2 pets allowed in a property which accepts pets.
  • No pets over 65lbs or aggressive breeds.
  • A $275 non-refundable pet fee will be assessed per approved pet.

Form of Payment

Application fees may be paid online at the time of application or may be paid at the CrestCore leasing office. No application will be processed until fees are paid.

All deposits and first month’s rent must be made in the form of money order, certified funds and/or cashier’s check or a combination thereof.

PLEASE NOTE: We will not accept cash payments of any kind.

 

Equal Housing Opportunity Statement

We are pledged to the letter and spirit of U.S. policy for the achievement of equal housing opportunity throughout the nation.

We encourage and support an affirmative advertising and marketing program in which there are no barriers to obtaining housing because of race, color, religion, sex, handicap, familial status, or national origin.

 

MAINTENANCE AND EMERGENCIES

Maintenance requests should be entered through the tenant’s portal or call into the office mainline. We encourage submitting photos along with requests through your tenant’s portal so that the maintenance staff can determine what the issue is and how to correct it.
Business Hours are 10:00AM to 3:00PM Monday through Friday.

Meetings with Leasing Manager, Collections Manager and Maintenance Manager are by Appointment Only. Please call 385-3119 to request an appointment before coming to the office.

Please be respectful of our office environment and mute cell phones and please do not talk on the phone while in the office. Profanity and being loud will not be tolerated, so please be mindful.

Please refer to #27 MAINTENANCE section of your lease to find a list of tenant responsibilities.

Tenants are responsible for any & all repairs less than $175.

FOR EMERGENCY NUMBERS:

MAINTENANCE: Call 901.385.3119 ext. 4

FIRE: Call 911; Call office at 901.385.3119 to report-please also get a fire department report number

Smell of Gas: Call MLGW at 901.528.4465

SEWER BACK UP: Call City Sewer Department at 901.529.8025

LOCKSMITH SERVICES: If you lose your key or are temporarily locked out of your home, you may do one of the following:

During Business Hours: Call 901.385.3119 to check if office has key. Pick up key at office, if available

After Business Hours: Call Maintenance at 901.385.3119 ext. 2

Click here for online maintenance assistant

PAYMENTS AND PAYMENT LOCATIONS

PAYMENT DUE DATES: Full Rent Payment is due on the 1st day of each month.

Payments Accepted through Pay Near Me (Ace Cash Express and CVS Pharmacy) ACH draft from checking account, credit or debit card (applicable fees apply)

**Please Note: No Cash Payments Will be Accepted in Office**

1. Grace Period: There is a 5-day Grace Period, which means Rent Payment is not late until the morning of the 6th day after the Due Date

2. Late Fee: A 10% of total monthly rent is assessed if Full Rent Payment is not received in Office by the close of Business hours on the 5th day after rent is due.

Please call 901.385.3119 x 3 (Payments & Collections) for questions. Please leave a call back number for assistance or inquiries regarding balance and payments information.

 

Payment Information:

By Phone:

  • 901-385-3119 Ext. 3
  • We offer several payment options for your convenience. Please contact us at 901-385-3119 Ext. 3 if you have questions about any of these options below.

Online:

Click here for Online Payment assistance

Pay by Mail:

  • 24/7
  • Mail to CrestCore Realty LLC at 4435 Summer Avenue in Memphis, TN 38122

Pay in the Office:

  • CrestCore Realty LLC 4435 Summer Avenue Memphis, TN 38122

Pay using our NightTime Dropbox (24/7):

  • CrestCore Realty LLC dropbox, 4435 Summer Avenue Memphis, TN 38112

Pay by Cash:

  • Ace Cash Express*

 

*Please contact the Payments & Collections Department at 901-385-3119 ext. 3 to obtain authorization to pay by cash at one of our authorized payment locations.

Bankruptcy

If the tenant files bankruptcy, the eviction process is subject to the automatic stay in the bankruptcy case, and if an eviction action has been filed, it will be dropped from the State Court’s docket to be reset if the tenant’s bankruptcy case is dismissed.

When a bankruptcy case is filed, we usually negotiate a Consent Order Conditionally Terminating the Automatic Stay. In that instance, any rent that was due prior to the filing of the bankruptcy petition is put into the tenant’s bankruptcy plan and is treated as a secured claim to be paid at 100%. The Consent Order also provides that, if the tenant is late in paying rent for the month following the month in which the bankruptcy petition is filed, the automatic stay is lifted and the eviction case can be reset in State Court or filed, if the tenant files bankruptcy prior to the filing of the eviction action.

In some instances, we can file a Motion to Lift the Automatic Stay. This is only used in a few instances primarily because of the amount of time it takes to get the Motion before a Judge. The Motion is first set for a 9:00am hearing, which is not before the Judge, to see if the parties can resolve the matter. If the matter is resolved, it is most likely by a Consent Order similar to the one described hereinabove. If the matter is not resolved at the 9:00am setting, the case is reset for a 10:00am setting which is before the Judge. It usually takes four weeks to get the Motion in front of a Judge. The cost to file the Motion for Stay Relief is at least $176.00.

The Consent Order is more time efficient and more economical than filing the Motion. It also provides a means for the owner to continue receiving ongoing rent during the bankruptcy case.

Please view Our Resources page to learn more about CrestCore and how we can help you.

More About Vacant Properties

For 99% of our customers when a property becomes vacant, we rekey, board up the backside of the house, remove the AC (unless there is a cage), clean out the trash in the house and have the yard deep cleaned. These items all happen day 1-2. The only one not done this way is the trash-out and the yard cleaning but those usually happen within 72 hours.

Our goal is within 5 days we provide you with a scope of work and a quote. Most owners reply to the quote within 24 hours with either questions or approvals.

After approval, we schedule the work to be completed the following week. A work order will be created and the final quote along with pictures will be uploaded to your owner portal when the work is complete. For jobs under $3000, we inspect the job after the contractor has told us that he has completed the work.

For jobs over $3,000, we inspect the job 1-2 times during the rehab to ensure the contractors are following our scope of work and that the quality of work meets our standards.

After a job is complete, our Final Inspection Supervisor inspects the house, compares the work completed to what was scoped and then provides the contractor with a punch item list to complete. While at the house inspecting the property, the Final Inspection Supervisor takes Marketing Pictures and downloads them to DropBox. He also places a For Rent sign in the yard.

Once pictures are taken and the system is updated, our Marketing person uploads the pictures to the website and places the house for rent.

Once the house is published, the Licensed Real Estate Agents receive an automatic email that lets them know the house is on the market.

Agents show the house and have the applicant fill out an application online.

Our Leasing Coordinator receives an email every morning with all Applications ready for review and then runs a Background check which provides a credit score, criminal history, rental history and job history.

If Approved, the Applicant has 48 hours in order to pay a deposit otherwise the house goes to the next approved applicant. Once a deposit is paid, the applicant has 2 weeks in order to pay the rent and move in.

Once a tenant has signed a lease, we give ourselves 24 hours to remove the boards, install the AC unit, turn on the water, light the water heater and then check approximately 30 items in the house to ensure the tenant move-in experience is great.

More About the Legal Process

For 99% of our customers when a property becomes vacant, we rekey, board up the backside of the house, remove the AC (unless there is a cage), clean out the trash in the house and have the yard deep cleaned. These items all happen day 1-2. The only one not done this way is the trash-out and the yard cleaning but those usually happen within 72 hours.

Our goal is within 5 days we provide you with a scope of work and a quote. Most owners reply to the quote within 24 hours with either questions or approvals.

After approval, we schedule the work to be completed the following week. A work order will be created and the final quote along with pictures will be uploaded to your owner portal when the work is complete. For jobs under $3000, we inspect the job after the contractor has told us that he has completed the work.

For jobs over $3,000, we inspect the job 1-2 times during the rehab to ensure the contractors are following our scope of work and that the quality of work meets our standards.

After a job is complete, our Final Inspection Supervisor inspects the house, compares the work completed to what was scoped and then provides the contractor with a punch item list to complete. While at the house inspecting the property, the Final Inspection Supervisor takes Marketing Pictures and downloads them to DropBox. He also places a For Rent sign in the yard.

Once pictures are taken and the system is updated, our Marketing person uploads the pictures to the website and places the house for rent.

Once the house is published, the Licensed Real Estate Agents receive an automatic email that lets them know the house is on the market.

Agents show the house and have the applicant fill out an application online.

Our Leasing Coordinator receives an email every morning with all Applications ready for review and then runs a Background check which provides a credit score, criminal history, rental history and job history.

If Approved, the Applicant has 48 hours in order to pay a deposit otherwise the house goes to the next approved applicant. Once a deposit is paid, the applicant has 2 weeks in order to pay the rent and move in.

Once a tenant has signed a lease, we give ourselves 24 hours to remove the boards, install the AC unit, turn on the water, light the water heater and then check approximately 30 items in the house to ensure the tenant move-in experience is great.

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).

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

If your property is vacant, we will have our Maintenance department do 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” and “More About Vacant Properties” sections below.

Who do I contact if I have questions or concerns?

CrestCore has a dedicated Client Services department for your convenience. You may contact Client Services during normal business hours (9AM to 5PM 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 4.

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 detail on the eviction process, please see the “More About the Legal Process” section below.

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.

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% 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 provide 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 ceilingsChange smoke detector batteries.The charge for this service is $80 per visit (Spring and Fall).Please watch our 3 Ways to Save Money on Maintenance video to learn more about reducing maintenance costs.

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 48-72hrs to post the direct deposit).On newly leased properties, there are two possible scenarios may apply.Month #1 there will be leasing expenses of 50% of the rents received and your monthly management fee. Your payment will be reduced by these amounts.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 on-going 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.

Richard Groff

Director of Operations

Richard serves CrestCore Property Management, it’s clients and tenants as Director of Operations, overseeing all company operations, performance and customer satisfaction. Richard earned a Bachelor of Science degree in Architectural Technology and his Master of Science in Business Administration with a concentration in Real Estate, both from the University of Memphis. He also holds the Certified Commercial Investment Member professional designation in investment real estate and brings over 25 years of real estate experience in management, leasing, construction, site selection and development of income producing property in the residential, retail and office sectors.

Richard believes strongly in the vocation of service to others and is honored to use his decades of experience in real estate to build wealth and financial security for investors. He is humbled by the responsibility of providing the basic human necessity of clean, safe and functional housing to tenants, treating each with dignity and respect. He specializes in building and motivating teams to maximize performance with an emphasis on service.

Richard is married with one adult daughter and enjoys assisting his wife with her wedding/event planning business, attending live music events, spending time on Kentucky Lake and traveling the country to explore and find new adventures!

Daniel Pullen

Asset Management

Daniel serves as the Asset Management Supervisor for CrestCore Realty, coordinating property vacancy checks, move in & move out inspections, and in-house tech schedules to ensure the security and well being of vacant properties. After serving 8 years in the US Military, Daniel went to school for HVAC & Electrical work and applies this knowledge, along with 7+ years of general contractor & Facilities Management experience, to his daily job with CrestCore.

In his free time, Daniel is an avid outdoorsman and enjoys taking his two daughters hunting & fishing whenever he has the opportunity.

Lakeisha Westbrooks

Resident Services Manager

Lakeisha is the Resident Services Manager, managing collections and maintenance issues for all tenants and owners.  She has been with CrestCore Realty for over three years, serving in both the Collections and Client Services departments.  She also has over 5 years of retail management & customer service experience.  Lakeisha has an Associate’s level criminal justice education from the University of Phoenix.

She enjoys the challenge of working in the resident services department and being able to interact with both owners and tenants daily.  In her spare time, she enjoys spending time with her three daughters and watching Law & Order re-runs.

Brian Bouler

IT Administrator

Brian Bouler is an Information Technology Specialist, who provides ways to improve efficiencies, lower costs, and reduce downtime from tech-related issues.

Brian has 24 years of retail management experience in which he learned the skills necessary to reduce costs, get more done with less, and meeting ever-changing deadlines. He knows how to engage and empower his team to achieve desired results as well as using system resources to be more efficient.

Prior to coming to CrestCore, Brian helped raise money for Red Nose Day, a charity organization that raises money for children living in poverty.  His effort was awarded a chance to be part of the Red Nose Day special in Las Angeles, CA.  Brian volunteers at the local Ronald McDonald house where he is able to extend his passion for helping children in need to helping families in need.

Brian holds a BS in Information Technology from Western Governor’s University and is working towards completing his Masters’ Degree in Information Technology Management.

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Tenant Selection Criteria

CrestCore is providing the required Tenant Selection Criteria pursuant to all applicable federal and state laws. The following information outlines the basis upon which CrestCore will make its decision. Any rental application action will conform to all applicable federal and state laws. The following is a list of the required items and selection criteria by which tenant applications are reviewed:

  • Complete application online.
  • Pay application fee of $45 per adult application – all application fees are non-refundable.
  • If multiple applications are received for the same home, we will process all applications in the order they are received until we have an approved applicant.
  • All conditions of the application process must be met for applicant to receive an approval.
  • Applying for a home does not guarantee its availability.
  • A property is still considered available until it is removed from the CrestCore website.

Applications

Each occupant over 18 years of age must complete an application and show valid government issued ID or proof of legal residence status with a visa.

Providing false and /or misleading information are grounds for rejection of an application and loss of any application fee and a basis for termination of the lease if subsequently discovered.

Any co-signers must complete the application process and prove income 4x the monthly rent.

Identification

CrestCore requires a verification of identity for applicants over 18 years of age. The following are considered valid forms of identification:

  • US Drivers License
  • US Passport
  • US Government issued ID card
  • US Visa

Income Requirements

Applicants must provide proof of monthly net income equal to a minimum of 3 times the monthly rent. [EXCEPTION: On homes with monthly rent less than $500, applicants must provide proof of monthly net income equal to a minimum of 2 times the monthly rent.]

  • Income will be verified by one or more of the following as required by management:
  • Paystubs for a minimum of the last 30 days for each applicant.
  • Self-employed must submit prior years filed tax return and P/L statement.
  • Offer letter from new employer with contact information for verification.
  • Official records proving retirement, disability, social security, alimony, pension and or child support benefits etc.

Rental History Requirements

If negative rental history (including but not limited to , evictions, late payments, current or past outstanding debts to previous landlords, etc.) is found then application may be denied or subject to an increased security deposit at the CrestCore’s sole discretion.

If CrestCore is unable to verify rental history the security deposit requirement shall be equal to 2 months’ rent.

Criminal Background Checks

Criminal background checks will be performed on each applicant.

Credit History Requirements

Applicants with credit scores under 500 or applicants without established credit are subject to Crestcore’s sole discretion to determine if income and background are sufficient to approve the application.

CrestCore may require an increased security deposit for credit scores under 500.

Approval with Conditions

Applications may be approved with conditions if it is determined that income, credit or rental history requirements are not met. Applicants will be required to pay an additional security deposit.

Occupancy Standards

CrestCore abides by occupancy standards based on 2 persons per bedroom.

Pet Policy

  • All pets must be disclosed on the application and approved by CrestCore.
  • Maximum of 2 pets allowed in a property which accepts pets.
  • No pets over 65lbs or aggressive breeds.
  • A $250 non-refundable pet fee will be assessed per approved pet.

Form of Payment

Application fees may be paid online at the time of application or may be paid at the CrestCore leasing office. No application will be processed until fees are paid.

All deposits and first month’s rent must be made in the form of money order, certified funds and/or cashier’s check or a combination thereof.

PLEASE NOTE: We will not accept cash payments of any kind.

Equal Housing Opportunity Statement

We are pledged to the letter and spirit of U.S. policy for the achievement of equal housing opportunity throughout the nation.

We encourage and support an affirmative advertising and marketing program in which there are no barriers to obtaining housing because of race, color, religion, sex, handicap, familial status, or national origin.

Jennifer Whipple

Human Resources Manager

Jennifer serves as Human Resources Manager for CrestCore and CityLight. Jennifer earned her Bachelor of Business Administration at Baylor University and her Master of Business Administration at the University of Memphis. She brings over 13 years of prior HR experience, having worked both in-house and in Human Resources consulting. Jennifer is an active member of the Society of Human Resource Management (SHRM).

Jennifer enjoys working with people and believes that great organizations start with great people. She has experience in process improvement, employee relations, performance management, and training and development.

In her personal time, Jennifer enjoys spending time with her husband and 3 children at the lake, and volunteering in the community and at church.