Complaints

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

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• 

  Keystone

  240 Commerce Ste 200 Irvine, CA 92602-5005

  
• 

  Keystone

  5050 Avenida Encinas Ste 160 Carlsbad, CA 92008-4382

  
• 

  Keystone

  30211 Avenida de las Bandera Ste 120 Rancho Santa Margarita, CA 92688-2158

  
• 

  Association Management

  2318 S Eagle Rd Meridian, ID 83642

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:10/05/2023

  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 have paid Keystone monthly *************** for a property for August and September. Keystone has misapplied the payments and have added late fees and liens to my account even though I have REPEATEDLY supplied them with the cancelled checks showing they received payment and never recieve any correspondence back. I've called and emailed at least five times.

  

  Business Response

  Date: 10/25/2023

  We have reviewed the attached complaint.  Keystone has been working with the homeowner to correct the account.  The account has been corrected as of October 23, 2023.
  

• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair 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.

  As requested in emails to Keystone on February 6, March 22, June 5, and June 22, I requested that Keystone credit memo the fees totaling $430.62. This includes the $48.93 that was approved to be waived in the April ***** meeting that has still not been credited to my account.I reached out to Keystone on February 6, 2023, and informed Compliance Coordinator ***************************** that I disputed the fees on my account based on **********************'s failure to communicate any information pertaining to an outstanding balance or pre-lien notice, and any action required to update my automatic payments in the new portal. At that time, the fees totaled $242.25. Additionally, I made an early payment toward the March monthly assessment ($166.80) on February 26, and it was applied toward the fees instead of the monthly assessment without my knowledge or consent. I still have not heard back from the billing department based on my email to them on March 23, 2023.Pursuant to Civil Code ****, a pre-lien notice letter was not provided in accordance with Section ****, nor was any correspondence of past due debt sent to me. It was not until I contacted Keystone in February that any matter related to my account was communicated. Further, there was no prior instruction or communication to homeowners that there was an action required to update automatic payments that were set up in the prior portal. It was my understanding based on the email from Keystone dated January 12, 2023, announcing the upgraded portal and introducing the new app, that the prior recurring payment settings would carry over to the upgraded portal.My account with ********************** is still accruing inappropriate fees, despite several attempts to settle this matter. I am requesting that Keystone credit memo the fees totaling $430.62, provide an updated ledger showing my balance is paid in full and the credits have been properly applied, and my account is in good standing.

  

  Business Response

  Date: 08/10/2023

  Dear ****,

  ************* manager responded to the homeowner last week and had submitted his fee waivers to accounting the same day.  ************* manager is awaiting confirmation that the adjustments to their account have been made.  Once this is confirmed the homeowner will be notified.

  Thank you,

  *************************************

  Executive Administrative Assistant to CEO

   
  

  Customer Answer

  Date: 08/11/2023

  
  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Chrysanthemum ******
  
   
  

• Initial Complaint

  Date:07/13/2023

  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.

  My concerns and complaints to the *** are not being fixed. The community has a issue with parking. Many times, residents are utilizing visitor parking stalls for countless days. The patrol who is contracted with Curtis Management do nothing to confront these violations.Second, the fence in my yard is broken and falling apart. It is dangerous to be anywhere near the fence because it has fallen down on me before. The *** is responsible to repair and replace these ********** but no action has been started.The amount of bugs and spiders from the hideous trees that pollute the neighborhood has caused an infestation around my home. I am constantly killing bugs. I am severely allergic to any bug bite so *** should be spraying bug killer more often.

  

  Business Response

  Date: 07/14/2023

  First, Curtis Management is not under any contracts for any properties that we manage for homeowners associations. All contracts are owned and in the names of the homeowner associations we represent. This complainant has not indicated what community see lives in nor does she give her address for us to identify the community. Her complaints are with the associations board of directors and not the management company. She needs to send, in writing, her complaints to management and management will forward it to the ***** of ********* who will then give management direction as to how they want to handle the complaint. Going to the BBB is a waste of time because this problem cannot be solved in this forum and her complaint should be directed to her homeowners association and not the management company.

• Initial Complaint

  Date:04/12/2023

  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.

  Curtis Management "manages" my HOA community, Vista Pacifica. They collected $500 in a special assessment and we were told the money was going to pay to re-seal the parking lot. It's been months and the parking lot was not sealed, yet the board and Curtis Management are reporting the money was spent. When home owners ask what the money was spent on, Curtis Management cannot articulate where the money went. They collected over $100k from this special assessment and the money has seemingly disappeared. Requests for financial transparency fall on deaf ears. Homeowners want to see an invoice!

  

  Business Response

  Date: 04/12/2023

  This complaint is directed to the wrong party. Curtis Management Company collects special assessments on behalf of the client which happens to be Vista Pacifica. The ******************** of Directors directs how their funds are to be spent. Not Curtis Management Company. This homeowner needs to come to a board of directors meeting to speak with the board concerning this complaint. Again this is directed to the wrong party.

  Customer Answer

  Date: 04/12/2023

  Curtis Management Company is responsible for record keeping on behalf of the Vista Pacifica ************************ It is not the responsibility of the board to receive invoices, hold money, receive money, pay invoices, store receipts, and provide homeowners with financial records; this is what Curtis Management is contracted to do. Curtis Management continually side steps their responsibilities to the communities they "manage." Homeowners want to see an invoice! It is the responsibility of Curtis Management to provide homeowners this information, or the legal reason such information is being withheld. This response by Curtis Management is blatant example of their negligence to home owners and the lack accountability they have when it comes to other peoples' finances and the transparency lacking in their operations.

  

  Business Response

  Date: 04/13/2023

  This person needs to the ***** of ********* what she is seeking as far as records are concerned. Curtis will forward that request to the ***** and we will forward any records the board requests.

• Initial Complaint

  Date:03/30/2023

  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.

  Purchased a condo managed by Keystone Property Management Inc., and during the sale I made requests the then owner initiate work orders with the property management company. He sent the inspection report with a request for work orders to the association manager at keystone, which outlined the obvious crack in the balcony above the unit and potential for water damage. He also memorialized in the email that the then property manager was requested to work on repainting a parking space deeded to the condo that had erroneously been painted a guest spot and is in fact deeded and private. The agent from Keystone responded on 3-17-2022 she had requested a proposal for repairs. A year later, none of this work has been done. The crack above my balcony, which has grown larger and is causing the stucco in the ceiling to bow, has not been fixed. The parking space I paid for and pay taxes on is not mine to exclusively use because it remains a marked guest spot so I cannot tow cars from a space identified as free to use for the community. No one from Keystone has voiced accountability for the delay or apologized, nor have they reached out to share an intended date to restore and repair the property. All I have received are excuses. The current association manager also said at one point its not an emergency. This after being told they were unaware, and that they change vendors, and that the previous property manager is no longer there, the current property manager is in a meeting discussing space, and that the weather hasnt permitted painting etc. After numerous emails, wherein I sent the deed, resent the email from the property manager, took pictures of the space wherein you can see it was previously private and is painted guest, no one from Keystone has voiced initiative to communicate, coordinate, and respond to the duties outlined in the CC&Rs and clearly their duty to fix.

  

  Business Response

  Date: 06/28/2024

  *************************** decking work and parking spot issue was taken care of and closed out in 2023.

• Initial Complaint

  Date:12/19/2022

  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.

  I am a resident in a condo association managed by Keystone Property Management. For seven weeks now (since ~Nov 1st), there has been a loud, persistent beep every 10 seconds, 24/7, coming from a fire safety panel in a utility closet located on the outside of the condo building in which I live, ~20ft from my bedroom window. This panel serves all 12 units in our building.The panel is beeping due to an issue either in the panel itself or in the wiring within one of the units - the light indicating trouble is flashing on the panel - and in addition to the nuisance of 24/7 beeping, this presents a considerable potential safety threat. The fire safety system may not function properly in the event that a fire does happen in the building: the alarm signal might not be sent to the local fire station, and/or building-wide alarms might not function as they should. Im not super familiar with fire code, but my guess is that this represents a considerable infraction as well. I have reached out to multiple contacts at Keystone, starting Nov 5th. I contacted the vendor who services the fire panel, and they said they would contact Keystone. I eventually reached someone with Keystone who did reply, the Director of Community Management, who told me that they were aware of the issue and that a request had been made to the vendor to fix the issue. This was 2 weeks into the issue. I have since sent multiple emails (about 1/3 of which received replies) seeking updates on when the issue would be fixed, making sure they were aware that it was still ongoing, and hoping that they would show just a sliver of care and urgency in taking care of it. Communication has been pleasant (though sparse), but fruitless: Ive only received excuses for why its not fixed. I also submitted two work orders through the Keystone website, neither of which received any reply other than an email auto-response saying they would be in touch soon. 7 weeks in, still beeping, still not fixed.

  

  Business Response

  Date: 07/02/2024

  Unfortunately, community manager ************************* is no longer with Keystone and the account information has been transferred to Powerstone Property Management. We are unable to further assist.
  

• Initial Complaint

  Date:08/06/2022

  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.

  I received a Pre Lien Notice from KeyStone Property Management for not paying Homeowners increased assessment fee that is $100 in the month of April. The fine is $150 for an assessment increase of $100. My argument is, I never received any statement or notice in the mail, letting me know that there will be $150 fine if I don't pay this assessment increase. The Pre-Lien notice came in the mail out of the blue and nothing prior to that since they send me the first mail back in January abut the assessment increase.Since they didn't send me anything in the mail about warning(s) etc. and I even requested a proof of mail from US MAIL and no response on that. So I feel like I am at no fault and should be at least given a chance by sending me a notice like any other business. For example if you don't pay Mortgage or Taxes etc. you will get some warning or notice in the mail before they take any action.This is a bad business and I am requesting my $150 fee back which is more than the assessment increase. They are claiming that they can't refund my money back and this is the complaint I am logging with you. If you need any additional info, let me know.They did sent me their policies, but only after paying $150 fee and I bet there are 80 to 90% of home-owners don't know about their policies.

• Initial Complaint

  Date:07/19/2022

  Type:Service or Repair 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.

  I lost my key to the pool and was told to drop a check off and they would provide me with a key. I drop the check off they said it would be a few days to get the key. its been four weeks. I call leave messages and email and I never received a response this is outrageous. Please help me resolve this issue Thank you, ***********************

  

  Business Response

  Date: 07/27/2022

  A check was dropped off on June 29th for a new pool fob. He was advised that the onsite representative would be contacted to program the fob and schedule a time for pick up/drop off as we do not program the fobs in office. Once the check was received the onsite representative was advised. The check is held until we are advised that the fob has been given to the homeowner/tenant. His check is still in our possession and has not been processed since he does not yet have the fob. Due to the onsite representative not contacting homeowners in a timely fashion we received permission to begin providing his phone number to homeowners who have purchased fobs. This complainant was provided with the phone number on July 15th. The complainant needs to contact the on site representative in order to obtain his pool fob. When he gets it we are notified and the check gets deposited. We have no control of the timely pool fob issuance.
  
  
  

  Customer Answer

  Date: 07/27/2022

  I received the on-site contacts phone number today July 27, 2022.

  I contacted him and he told me that he did not have the fobs to contact Curtis management  

  So I am still getting the runaround please help, thank you ***********************