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Business Profile

Real Estate Agents

Keystone Real Estate

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Real Estate Agents.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/03/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Misrepresentation of Tenant Status: You falsely informed me that the first ****** was contracted under Section 8.- Misrepresentation of Property Condition: The true state of the house was misrepresented, and I discovered several severe damages, including:- Missing walls that were poorly fixed with an unlicensed contractor - Stolen washer/dryer; never reported.- Broken dishwasher and garbage disposal; never reported.- A broken door that was never properly fixed.- A broken garage door; never reported.- Hardwood floors that were severely damaged in numerous rooms of the house - Walls that were poorly repainted the week before my walk-through, not before the second ****** moved in as promised on numerous occasions.- All window screens missing or broken; never reported.- An unruly yard that also had random junk scattered throughout.- Damages to the deck; never reported.- Damage to the attic space caused by a fire; never reported.- The house was never cleaned, let alone deep cleaned as promised on numerous occasions, most recently the day of my walk-through on Sunday, July 14, 2024. My house was covered in thick grime on every single surface.- Misappropriation of Funds: You pocketed the deposit money from both ******s,which should have been allocated towards necessary repairs. The total of the two deposits came to $4300.- claiming damages, and charging me, when there were no damages. STEALING money

    Business Response

    Date: 10/07/2024


    As She knows, we initially faced challenges with the first ****** who was approved through the agency but did not complete the necessary paperwork with their case worker, resulting in unpaid rent. We followed the appropriate procedures in compliance with ORS Ch. 90, including initiating eviction after the ****** applied for rent assistance. Ultimately, the ****** was removed from the property.
    During this time, we encountered unexpected delays due to the ice storm and subsequent damage to the power lines, which affected our ability to complete repairs and maintain the property. After restoring power, we ensured the property was cleared out and getting ready for the next ******, who moved in with your approval, fully aware that further repairs would be pending.
    When you expressed the desire to sell the property, I communicated the timeline and the necessary steps to vacate the current ******s and finish the outstanding work. Unfortunately, during your walkthrough, the crew was informed that their services were no longer needed, which halted our progress on repairs.
    Additionally, I would like to clarify the situation regarding the security deposit from the previous ******s. As discussed in our previous conversations, the deposit was not received due to the agency's mishandling. I understand this has caused frustration. You did request the deposit from the last ******s so you can use to recover the loss in rent from the last ******s but i could not legally do that under ORS. CH. 90

    Customer Answer

    Date: 10/07/2024


    Complaint: 22375985

    I am rejecting this response because:
    ******* is LYING to save his own a**. He LIED for months about the first ****** renting under section 8. He then lied again in Sept. 2023 that Section 8 dropped me because the ****** didnt sign the paperwork. I have PROOF this a lie because in June of 2023 he received a letter from  Section 8 DENYING coverage because her voucher had expired. 
    ******* also LIED and omitted details about the severity of damages to my house. He also claimed, on numerous occasions, damages had been fixed and taken care of BEFORE his employee had moved in. HE DID NOT HAVE AJYTHING FIXED. 
    the $4300 deposits SHOULD HAVE GONE TO COVER THE DAMAGES. This is not an argument, it is fact. 

    Business Response

    Date: 11/04/2024

    We sent the *** before expiration. The tenant did not file for an extension as she said she did, and it was denied because it was not processed before the expiration date expired.

    Customer Answer

    Date: 11/04/2024

     
    Complaint: 22375985

    I am rejecting this response because:

    ******* with Keystone Real Estate is continuing to LIE about the situation. ******* told me from May 2023 to September 2023 that the tenant was APPROVED under Section 8 and then was "dropped" because "the tenant did not sign the paperwork." ALL of his claims are lies. ******* knew June 2023 that the tenant was NOT approved under section 8 and allowed the tenant to remain in my home, without a contract and without paying rent for 10 months, and DESTROYED my home. ******** willful negligence has caused me to lose my house. 

    Sincerely,
    ******** *****

  • Initial Complaint

    Date:10/19/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    ******************* who is now the president of keystone (who does not have a real estate license in the ***************) is a property manager as well. He never fixed any issues in our unit and we have so much mold. He has also embezzled thousands from the home owner. He needs to be held accountable and this company needs to be shut down

    Business Response

    Date: 11/27/2023

    When maintenance is submitted, we take care of the maintenance with in 2 weeks depending on what it is. If it effects habitability, we take care of it with in 72 hours. When a tenant has mold due to lack of cleaning there is nothing we can do, it falls on the tenant to take care of the cleaning themselves. I am not a realtor or a property manager nor have I ever claimed to be. I am the president of the company and I help manage day to day operations under the guidance and over seen by our Principal Broker/secretary of the company. So, I do understand your frustrations, but when we send a 3rd party company to fix any issues and they report back that everything is fine, and you wait months after the property sold to make your complaint, that is very unreasonable. If maintenance is done and you do not agree with it being completed, then why have you not called months ago to inform us at that time?  

Keystone Real Estate is NOT a BBB Accredited Business.

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