Complaints
This profile includes complaints for Powerstone Property Management Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 30 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
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Initial Complaint
Date:11/07/2022
Type: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.
There was a building fire on 11/3/2021. Our On-site Manager has always been difficult, but in the last year the full magnitude of her defaults has been exposed. In fact, our board requested to Powerstone Management to replace her. They refused, and because of the situation, we were forced to submit to their will. Although 7 of us have no heating or A/C due to our units testing positive for asbestos, were allowed to move back on July 1, 2021. We assumed those would be installed within a few weeks. We still have no AC or heating. We only get information from her when she is forced to give it to us (e.g. I contact her supervisor). So here we are in November and weather conditions deteriorate daily. Now she says the backordered ******* condenser units have been delivered and may be installed this weekend. She will give us an update Wednesday 11/9. To this date, nothing she has ever told has been accurate. She has told us in the past to "make accommodations" when we've aired complaints and concerns about weather -related illnesses. I think she sent us this email because I contacted ********** and CRC (buildback construction company) with a thinly veiled threat of legal action. In addition, my neighbors email her weekly for information and get no response.
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: 11/09/2022
As usual we are given conflicting information. First we were told it could start this weekend, then ******* tells us the contractor will call us individually to schedule it, and then you say it will start this Saturday and I am assuming you mean for each of us. So which version is the truth? The contractor is starting everybody's installation or we will be called individually to schedule it?Business Response
Date: 11/11/2022
Thank you for your response. I will speak with the Manager now and ask that she contact you with the specific information for your unit.Customer Answer
Date: 11/16/2022
************************* pat answer assumes that ******************* they have assigned us to and CRC are normal functioning professionals. They are not. Recently their has been a flurry of communication because of the disastrous installation of the new ******************* units which turn out to be incompatible with the new HV** units. So ******************** for CRC to negotiate a satisfactory settlement with *********** we continue to go without heating/cooling. In today's round of emails ******************* requested CRC to get another vendor. We fear this is a red ******* as we have no idea what they really discuss in person when they go out to lunch and have a big laughing good time and nothing they say happens accordingly. In fact, there were 3 or 4 different versions of how the ** unit install was going to happen and then it just happened Friday and it was an epic failure.Initial Complaint
Date:09/28/2022
Type: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 dripping of water infront of the property was never fixed. I have contacted the *** so many times regarding this matter, but they never gave me a call back nor sent a plumber to fix this issue. Also, my loan company requested the insurance coverage for the property. The person ************************* who is in charge of this never pick up his line nor gave me the right coverage policy.Business Response
Date: 11/09/2022
Thank you for your feedback regarding our service. I apologize for any delay that you may have received. I will personally respond to you via email now and address any pending issues. Again, I apologize for any delay and I am sure that we can resolve these matters for you timely.
Sincerely,
*********************
CCOInitial Complaint
Date:07/18/2022
Type: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 property is located in *********** has incurred more than $1,000 in late fees as well as lien fees that resulted from a lack of protocol adherence and common sense. The *** was informed of a death at the property and after 30 years of payment to the *** and PM, which results in over $100K in fees paid, powerstone has the audacity to put multiple liens on the property and charge collection fees instead of reaching out to the trustee handling the property, who made multiple phone calls and was communicating via emails. Wouldn't you think something wasn't adding up? No, instead powerstone continued to disregard the situation and continued to add fines, collection fees, and penalties to their account even though they had been informed of the death. Mail was placed on mail forwarding, however, because the mail was sent directly by Powerstone, it remained at the condo address. Charges of $150 lien mailings were assessed and sent to the wrong address, powerstone, why do you want me to be liable for this? A fair resolution to this situation is to only charge for **** Assesments charged and removed lien on property after the **** Assesments have been paid.Business Response
Date: 11/09/2022
Good Afternoon,
I have reviewed your account and understand your frustration. Please understand, that as the managing agent, we adhere to the association's Assessment & Collection Policy which is derived from the governing documents for the association which all owners agree to when they purchase their home. I do no want to comment on your personal account in this message in respect of your privacy. Should you still have concerns regarding your account, please contact ***********************, at ************ as she can assist you with any questions you may have.
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