Complaints

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

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  Powerstone Property Management Inc

  9060 Irvine Center Dr. Irvine, CA 92618-4645

  
• 

  Powerstone Property Management Inc

  41995 Boardwalk Ste K Palm Desert, CA 92211-9065

  
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  Powerstone Property Management Inc

  505 S Villa Real Ste 200 Anaheim, CA 92807-3448

  
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  Powerstone Property Management Inc

  5938 Priestly Dr Ste 101 Carlsbad, CA 92008-8847

  
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  Powerstone Property Management Inc

  7 Stockham Road Ladera Ranch, CA 92694

  

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:10/09/2023

  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.

  Property management company advertises electric charging for free for residents. After trying for weeks to charge with no access as well as calling the company 10+ times before getting a response, I was told they need to work on fixing them with the owners of the charging stations. I went back and forth with them for months to which they provided me no solution and told me to contact my landlord, which I did, and they still have not provided any solution through that avenue. The *** charter is dated before they took over and has no reasonable terms for common area repairs, but rather states to contact the previous *** manager who is no longer in position and at a location that no longer exists. I have been waiting for 5 months now, and paying *** fees through rent for 5 months now, to not have access to an amenity that was promised at the time I moved in. It has been 2 months since I've last made contact with them and there is still no resolution. The "alternative" charging location they offered is half a mile from my condominium and costs a considerable amount more than gas due to the fact that they don't own it and our *** fees aren't going towards subsidization, but rather they told us to go charge our cars at a random business' parking lot nearby.

  

  Business Response

  Date: 10/11/2023

  Good Morning,

  I would be happy to look into this for you, but I need to know what Association you are referring to. If you could email me at ********************************** I would be happy to assist you.

  *********************
  CCO

• Initial Complaint

  Date:08/15/2023

  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.

  Powerstone left many residents of ******** Lane hanging on Saturday during a key fob distribution and are now trying to blame those same residents and deny access to facilities they pay for vs take responsibility and fix the situation they created. Instead they are simply locking residents out of the facilities they pay for.I contacted Powerstone after finding out they were going to shut off our access fobs due to their flubbing the distribution. ****'s response was to politely accuse me, and other residents, of breaking into our own clubhouse. They know full well the doors were open when most of us got there, and that they didn't staff the room when they were supposed to.Then, they asked everyone to drive to their office vs coming back to fix the situation they created, and were now blaming residents for. Seems after reading the other feedback here, blame and threats is this companu's default mode of operation.

  

  Business Response

  Date: 08/17/2023

  Good Afternoon,

  I apologize that you had a frustrating experience. There was a fob distribution that was set up and planned in advance. We realize that it was hot and owners did not want to wait in the sun and in a long line. We apologize for those factors that were outside of our control. 

  After being verbally abused by some of the residents, a Board Member that was scheduled to distribute fobs on Saturday morning opted to send the fobs to the management company's office for owners to pick up the fobs there instead of everyone having to wait in line in the heat. A notice was posted asking owners to obtain their fob from the management office.

  In the meantime, on Saturday, the clubhouse was broken into and fobs were stolen. Because this is a crime and there is no way to know who picked up what fob, a police report was filed and the fobs that were taken have been deactivated. From my understanding, you are a tenant that took a fob or was given a fob from the clubhouse on Saturday which was not permitted. As such, it was deactivated. Please contact *************************, Community Manager, and she can let you know how to obtain a key fob. 

  Kind Regards, 

  ***********************;
  Chief Client Officer 

  Customer Answer

  Date: 08/17/2023

  Accusing the residents who were just trying to do what we were asked to do of conducting illegal activity is insane.

  The door was open when I got there, and no one from your company was present, so we did the best we could with the situation and what we thought we were supposed to do.

  Perhaps staff the room as your company promised, and when YOU INVITED US to come and pick up the fobs, and this would have been avoided.

  You know who took what fobs, there was a list we were all abiding by as we thought that was what we were supposed to do.

  I am glad your accusations against your customers are now on record here for anyone thinking of doing business with you to see.

  

  Business Response

  Date: 08/22/2023

  I apologize that you continue to be upset. Please let me know what you are looking for and I will see what I can do to assist you. Please email me directly at ********************************* and I can better and more quickly assist you. 

  Kind Regards,

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

  Customer Answer

  Date: 08/24/2023

  I will email as requested, but want to keep this thread current.Instead of simply activating the fobs I presented, I was again treated as some sort of criminal when I went, again, at Powerstone's invitation, at the appointed day and time to resolve.
  
  I went to the second instance of fob issuance Powerstone held the Thursday following their incident. I very politely handed back the fobs I had gotten on Saturday. I had calmed a bit and decided to just resolve the situation since a second opportunity was being offered. Instead of simply activating the fobs I presented, I was again treated as some sort of criminal when I went, again, at Powerstone's invitation, at the appointed day and time to resolve.

  Due to the fact I was honest, and admitted I was one of those who was confused when there was no representation on Saturday in an open room I was invited to, the Powerstone representative there said she refused to speak to me, or handle the issue. I assume because I had exercised my rights here after being accused of being a criminal for Powerstone's mistake. Not sure if the BBB has any rules against retaliation, but I will be finding out.

  She wouldn't even tell me if she was going to activate the verified fobs or not when I asked. Not wanting to make a scene, I simply left. She said the *** was "investigating" me, whatever that means. The *** however seems to have no knowledge of this however. Unfortunately for you guys, I don't respond well to being bullied.

  So what I would like should be fairly obvious... working fobs. Now also at minimum a public apology to me and my fellow ************* residents for how this was handled, and the ridiculous accusations leveled against us. Powerstone has now had multiple opportunities to rectify this, and has a written record from Thursday having visually verified I was in possession of my assigned fobs per your paperwork, and has chosen not to.

• Initial Complaint

  Date:07/27/2023

  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.

  The shared common area gate to my property will not open/close. Recently - Powerstone tree trimmers damaged the gate/fence futher. In the case of an emergency I can not get out of the property if the front door is unaccesible. I have complaine repeatedly and Powerstone has sent out vendors to make the situation much worse. Before the gate was difficult to open during the day (these are plastic fences and they swell during the day), but now they have broken it completely so it will not open. They refuse to fix it and tell me I can not repair it sionce it is HOA property.

  

  Business Response

  Date: 07/31/2023

  Good Afternoon ******,

  I have spoken to the Community Manager, ***************************, and she indicated that the vendor has been approved to resize the gate. We are following up with the vendor to ensure that they reach out to you to schedule an appointment for this work. Our office will continue to communicate updates with you as we receive them. Thank you for your patience. 

  Kind Regards, 

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

• Initial Complaint

  Date:06/08/2023

  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.

  Powerstone is refusing to take responsibility for interior damage to my unit that was caused from both a leaking poorly maintained roof and a gap in the exterior stucco wall. Powerstone let the leak continue for four months and this caused considerable damage from water in the drywall and flooring. Powestone sent unsupervised unlicensed individuals representing a licensed contractor to diagnose snd repair leaks. They did not perform a post repair test for leaking. They produced a report saying my sliding window is the source of the leak after the water test showed otherwise. I am well into my 80s and Powerstone is taking advantage of me.

  

  Business Response

  Date: 10/09/2023

  Good Afternoon,

  Two water tests have been completed and there is not an active leak. 

  The glazing on the sliding glass door has failed and that is homeowner responsibility. 

  The roof has been repaired months ago. 

  The drywall was replaced months ago - only a 2" strip above the slider was all that needed to be replaced. 

  There is not any other interior damage that is association responsibility. 

  The Board is considering this matter closed. Please note that this is a Board decision and not a Powerstone decision as Powerstone works at the direction of the Board and does not have any authority to make decisions otherwise. Should you disagree with their findings, I would encourage you to attend the next meeting and discuss this matter with the Board. 

  Sincerely,

  ***********************;

• Initial Complaint

  Date:05/31/2023

  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.

  I used to live in the Pelican ************ managed by Powerstone Property Management. There was an incident where a leak in a neighbor's condo caused water damage to some shared walls. This is supposed to be covered by our ***. This happened in Sep 2022.During this process various companies performed repairs and all have been trying to get paid by the *** and Powerstone. Finally, they have started coming after me even though I sold the place in Nov 2022 and the work was done for the ***, not me.During this time I have sent literally over 100 emails to Powerstone trying to resolve this and get the vendor paid. Numerous times they have ghosted me and not responded to emails or voicemail. It has risen to the point that I tried to send an email copying every person at the company trying to get anyone to help. I'm about to be reported to collections in 2 days.My first response? Someone named ********************* who is a Director of Community Relations asked me to remove him from the list. No help, no advice, just "please remove me from this email".I don't expect much else. I've been through 2 different people there and they are both the same. Ignore emails and voicemails, leaving me and the vendor dangling with no information and no payment. It is only $689 and I will end up having to pay it out of my pocket because I'm being extorted by the vendor.

  

  Business Response

  Date: 06/14/2023

  Good Afternoon ****,

  I apologize for the frustration that this matter has caused you. I have spoken to *******************************, Director of Community Management, and she has made me aware that the *** has since paid the invoice in question and this matter has been resolved. I apologize for the inconvenience and we appreciate your patience. 

  Sincerely, 

  *********************
  Chief Client Officer 

• Initial Complaint

  Date:03/19/2023

  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.

  I would like PowerStone Property Management in ******, ** investigated for harassment. I continue to receive emails from the following:*********************** Accounts Receivable Manager The email states that I entered my account number incorrectly while I paid my HOA fee online (before the due date). I continue to receive these emails. Also, with this email, PowerStone claims that I owe a late fee!!!!Please investigate this company. This form of harassment needs to end. How many other home owners does this happen to? Please investigate this. I seriously believe that this company is profiting charging late fees negligently. Thank you,***************************

• Initial Complaint

  Date:01/26/2023

  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.

  To whom it may concern,I am a resident inside the windwards homeowners association which is managed by a company called Powerstone. They have sent me a letter saying I leave my trash cans outside which are not my trashcan. All the trashcans in the community, clearly say the number of the unit on top of the trash can. So I call ***** who is suppose to be our community manager and she never answers your calls. She calls you back 3 to 5 days later always. Never the same day (what if people have emergencies). ***** is the most rude person who talks down to you like she is your boss. When in fact we are paying lots of money a month for our association. I tried explaning to her that you guys send multiple letters in the past accusing our unit of stuff that we did not do. She blew it off like its not a big deal at all and treats you with no repsect. When i asked to sprak to her manager, she said I am the highest person here and theres noone else for you to talk to with a very bad attitude. She kept blowing it off like its not big deal that they send the wrong letters to the wrong units. I would like a call from ****** manager please. Thank you for your time.

  

  Business Response

  Date: 01/31/2023

  Good Afternoon,

  I apologize if you received anything less than stellar customer service when you were in contact with our office. I directly supervise the Manager and I will be speaking to her about her phone demeanor and customer service response. I am not aware of all of the details/history regarding this matter, but please understand that we work at the direction of the Board so some of the letters may be directed to be sent by someone other than *****. I will speak with her and see what we can do on this end to ensure that this matter is resolved. If you ever have any additional questions or concerns, please contact me directly at ********************************* or via my direct line at ************. 

  Sincerely, 

  *********************
  Chief Client Officer 

  Customer Answer

  Date: 02/01/2023

  This is not the first letter im getting accusing me of something that had nothing to do with me. This is harassment from a company we pay 430$ a month to. And I dont even get an apology from *****. She says well this is not a big deal on our end illclose this violation. What kind of lazy people do you have taking pictures of the violations that they cannot even look on top of the trash cans to see who the trash can belongs to. All the trash cans have unit numbers on top of them. 

  

  Business Response

  Date: 02/01/2023

  Good Afternoon,

  I understand. I will be speaking with her to ensure that any letters that are generated have valid backup so that you don't receive any letters in error. You are more than welcome to contact me in place of ***** should any issues arise in the future as I am always happy to help.

  Sincerely,

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

  Customer Answer

  Date: 02/01/2023

  
  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,
  
  ****** Ghaempanah
  
   
  

• Initial Complaint

  Date:12/19/2022

  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.

  In early 2021, my wife and I received a slew of certified letters (5) in the mailbox all on the same day and they were all from Powerstone. The letter they sent to us was threatening in nature, accusing us of missing a quarterly payment, which they were egregiously penalizing is for in the amount of $250+ along with other bogus fees and charges, which exceeded the quarterly dues amount. I immediately reached out to Powerstone to let them know that we never received the quarterly bill/invoice. They were rude and extremely difficult to talk to, very threatening. They wouldn't accept the fact that they didnt send us the quarterly invoice. Instead, they tried to coax me into giving them all my bank account information so they could take money from my bank whenever they want and, in return, they would relinquish the penalty fees. I told them no way because my wife and I dont give out our bank information like that so its never going to happen. They refused to accept responsibility and chose to continue down a path of blame while trying to intimidate us with threats by sending us more certified letters, which they egregiously and pathetically have charged us for ($30 for their certified threats on paper), and theyre threatening to put a lien on our house all for a measly $104 that, by the way, we paid a long time ago.Ultimately, Im fed up with this trash-heap of a property management company. Its time for the BBB to shut this business down and stop them from attacking all of us homeowners and end the attempts to extort money on false pretenses. By reading the other complaints, its ******* clear whats been going on. Im ready to take these folks to court. Ill get a petition going around the community and were all going to put an end to Powerstone.BBB, lets talk soon!

  

  Business Response

  Date: 12/27/2022

  Good Evening,

  Thank you for your correspondence regarding your assessment account. I understand your concern as these matters can be very frustrating. We are here to help in any way that we can to resolve this issue for you.

  Please understand that Powerstone is the managing agent and we work at the direction of your Board and governing documents that you agree to when you purchase your home. Association assessments are like any other credit or utility bill and the statements that are mailed are considered a courtesy. The owner is responsible to pay for the assessment regardless of whether a bill is received or not. With that said, the association always mails a hard copy to each and every owner unless the owners opts in for e-statements; which in that case, you would receive an email notifying you of your statement availability. 

  I have elevated this to our Accounts Receivable Manager and she will be emailing you shortly to see what she can do to help resolve this matter. Please don't hesitate to reach out to ********************* via email at ********************************* should you have any additional concerns. 

  Sincerely,

  *********************, CCO

• Initial Complaint

  Date:11/17/2022

  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.

  They are the management company for my HOA. The fees are quarterly and they purposely dont send the bills. This has happened dozens of times over 5 years. I receive every other bill from others, but dont get theirs. Then when you mail a check them they purposely wait on it weeks so it late and they can get collection fees. Even when you drop the check off, they will wait 3 weeks to cash it so they can get collection fees. Pure corruption.

  

  Business Response

  Date: 11/21/2022

  Good Afternoon,

  I apologize if you have not received some of your statements. All statements are mailed the last week of the month unless owners have opted for ACH or paperless statements; which about 50% of our owners have done. There should not be any reason that you have not received your statement unless you opted to go paperless. We also process checks as soon as possible once received and late charges are based on the date that checks are received, not cashed. Late charges are also applied in accordance with the Association's Assessment & Collection Policy; which is not a Powerstone policy. If you have any questions on how to set up your account for ACH payments or if you want to check to ensure that you have not opted to go paperless, please feel free to email *********************** at ************************************* and she can assist you.

  Customer Answer

  Date: 11/22/2022

  Powerstone in bad faith and poor execution has caused me significant financial harm. Your company is not mailing out anything. I dont even receive the bills nor the notice of due increases because of your poor performance. My complaint will still stand until a refund is issued. 

  

  Business Response

  Date: 11/23/2022

  Good Morning,

  I can assure you that statements are being mailed unless you have opted to not receive them. Our statements are a courtesy just like any credit card bills or loans. As a homeowner, you are responsible for the assessment payments regardless of any statements being received. With that said, we want to make sure that we assist you properly so that this matter can be resolved. I will be putting you in touch with ***********************, our AR Manager, so that she can assist you.

• Initial Complaint

  Date:11/08/2022

  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.

  On November 3, 2021 the condominium below my owned unit in ****************** Association erupted in flames due to negligent cooking. The fire resulted in catastrophic damage to my Unit which is directly above the origin unit and the entire building. My unit was so damaged and by the asbestos released from the fire that is was taken down to framing. I have since completed the renovations to my unit but have been waiting for over a year for the Management Company for the Association -Powerstone Management to complete the repairs which are the responsibility of the **** The entire response from the beginning has been terribly managed by Powerstone and specifically their employee *****************************. I have been given very little information on the status of the rebuild. I have frequently been given inaccurate information and straight out lied to by the Manager as to the status of the rebuild. I have been waiting for over 6 months for the installation of a new HVAC unit as required due to asbestos contamination and for the replacement of the broken glass doors in my unit and repairs to my patio which is currently unsafe despite me occupying the unit. The entire building has been waiting for the hallway to be repainted and new carpeting and lights installed. I am seeking help in resolving these outstanding issues as we as homeowners can not get any kind of response or timeline from the management company and HOA board.

  

  Business Response

  Date: 11/09/2022

  Thank you for taking the time to place your concerns in writing. Unfortunately, a lot of the delays are outside of our control as we are at the mercy of the insurance company and contractors.The biggest delays have been due to supply shortages and the inability to obtain parts in a timely manner.
  Due to environmental issues and regulations outside of the associations control, there was a lot of down time due to required abatement ******************* testing, insurance delays and regulations which required additional testing. The **** units, heat pumps and condensing units were to be shipped separately. The heat pumps arrived per schedule and installation proceeded. The condensing units were to arrive one week later per *********** Unfortunately, they were not delivered per the schedule and we were told that the delay was due to a manufacturing and a new date was not provided. The homeowners were informed of this delay and were provided the communication from the manufacturers to remain transparent. Due to the delay and the summer heat,temporary cooling units were provided by the contractor.
  The units were rescheduled to arrive mid-October and this information was relayed to the owners. Again, the manufacturer was not able to fulfill the scheduled delivery. Thankfully, the units arrived yesterday (11/7/22) and the 7 residents affected by this delay were notified of the arrival and were told that installation will start this Saturday.
  We deeply sympathize with this matter as we know it has been very difficult for everyone involved. We are hopeful that we are nearing the end of this project and we cannot thank everyone enough for their patience and understanding. The Manager will continue to keep everyone updated. You are also more than welcome to contact the Contractor and insurance adjuster for updates.
  Please dont hesitate to reach out to me directly as I am always happy to assist in any way that I can. *********************************
  ************
  Sincerely,
  *********************

  Customer Answer

  Date: 11/10/2022

  I finally received an email about the HVAVC  units so it may be installed in the next few days.  Your response though I appreciate it- does not address my questions related to the replacement of my glass sliding doors and repairs to the patio and exterior of the building.  I would like an update as to these repairs and a timeline.  If we could just receive updates as to the status of these repairs that would go a long way. And by that I mean accurate updates not just false information.  i appreciate your sentiments of understanding the difficulties of our situation.  This compassion has been sorely lacking instead the relationship from Powerstone has been hostile from the initial days of the fire.  Many of the homeowners avoid asking for any assistance from the management company as it is always a very upsetting experience if you are able to even get a response.    

  

  Business Response

  Date: 11/11/2022

  You are so very welcome! I will speak with the Manager now and have her email you with an update regarding these particular issues.