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BBB Accredited Business since

Touchstone Properties, Ltd.

Phone: (808) 566-4100 Fax: (808) 566-4110 View Additional Phone Numbers 680 Iwilei Road, Suite 550, Honolulu, HI 96817

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This company offers real estate brokerage & management services.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Touchstone Properties, Ltd. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Touchstone Properties, Ltd. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 2 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Customer Complaints Summary Read complaint details

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 2
Total Closed Complaints 2

Customer Reviews Summary Read customer reviews

1 Customer Review on Touchstone Properties, Ltd.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

BBB file opened: October 07, 1996 Business started: 03/09/1990 Business started locally: 03/09/1990
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

DCCA Professional & Vocational Licensing
335 Merchant St STE 301, Honolulu HI 96813
Phone Number: (808) 586-3000
The number is RB15260.

State of Hawaii Department of Taxation
PO Box 1425, Honolulu HI 96806
Phone Number: (808) 587-4242
The number is W20424920-01.

DCCA Consumer Resource Center
235 S. Beretania Street, 8th & 9th Floors, Honolulu HI 96813
Phone Number: (808) 587-4272
The number is RB17166.

Type of Entity


Business Management
Mr. Jim Merrell, President Ms. Brigitta Roberts, Controller/Treasurer Mr. Keven Whalen, Property Manager/VP
Contact Information
Principal: Mr. Jim Merrell, President
Business Category

Property Management Real Estate Real Estate Agents

Customer Review Rating plus BBB Rating Summary

Touchstone Properties, Ltd. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 680 Iwilei Road, Suite 550

    Honolulu, HI 96817 (808) 566-4100 (808) 566-4103


BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/20/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Property Manager ****** ********* fails to respond to inquiries and fails to make recommendations the Board of Directors of *************** I have a parking stall that has shrunk in width due to an error on either due to the Board's direction or because of the contractors error. The work was done in January and was brought to property managements attention in April. As of now, it is my understanding that the board is looking to pay to have it done again and at the homeowners expense, when the person or people at fault should pay for it. ****** ********* has failed to answer my specific questions in relation to this matter, has failed to provide the contract for services and does not appear to advise the board appropriately so that they are able to make decisions to avoid wasting homeowners money.

Desired Settlement: If Touchstone Properties did not make recommendations to the Board of Directors that the stalls should have been striped per the condo map to begin with, then Touchstone Properties should be responsible for payment of the re striping.

Business Response: Initial Business Response /* (1000, 12, 2014/07/24) */ To: ***********, Better Business Bureau Case #******** Ms. **** ****** has filed complaint against a Touchstone Properties property manager, ****** ********. Our response: It is important to us that our clients and customers are pleased with our service. So it is disheartening to know that one has reached the point of complaining. The complainant has stated that our property manager does not respond, however we have over 29 written responses between Ms. ******** and the complainant between the months of March and July of this year. It is our property manager's job to advise the Board on matters regarding the Association's management which she has done without fail since 2005. In January 2014 a contractor repaved the parking lot. After repaving, the contractor's subcontractor restriped the stalls. Upon inspection by the Board and our property manager, it was discovered that the striping was poorly done and the contractor has been notified that he needs to redo this work at his expense. Since owners have questioned the size of their stalls, the Board was advised to consult the condominium map and the work to restripe the lot will be following the condominium map. A property manager takes direction from the Board of Directors. So when owners request information, often the property manager has to wait for the Board to give its direction. In no way is the property manager avoiding the questions posed by the complainant and given time, every issue will be addressed. It is our hope that we can continue to serve the community and the individuals that comprise the community. We look forward to a complete resolution of this matter. Sincerely, ***** *. (***) ******* (R), PCAM(r) President Touchstone Properties, Ltd ************************* ****************** (808) ******** Main line (808) ******** Fax *********************************** *********************************** Final Business Response /* (4000, 19, 2014/08/07) */ Ms. ****** complains that the property manager has not advised the Board properly and that now the owners will have to pay more money. Repaving, Resealing and Restriping are routine projects performed by asphalt companies contracted by an Association's Board of Directors. The language used in most contracts is to "reseal and restripe per existing." We have never experienced a contract which stated, "to be striped per the condo map." It is industry standard practice to restripe per existing stripes. When an owner complains that their stall size is incorrect, the only reference available to the Board of Directors is the Condominium Map. So when **** ****** complained about her stall size shrinking, the obvious solution was to refer to the Condominium map. With regard to the current project, it is on-going. The Board of Directors has not yet accepted it. Therefore, the contractor has not yet been paid in full and will not be paid until the project is satisfactory to the Board of Directors. The striping is the issue at hand and the contractor is expected back on property later this month to correct his work. I ask for Ms. ******'s continued patience. Final Consumer Response /* (4200, 23, 2014/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) again when I asked the dates that the stalls were to be dome the response was unsurprisingly "I don't know". I request that this complaint remain open until the completion of the allege exceed in Aug. as of now there are no notices posted and nothing that would lead me to believe that this will be done the next few weeks.

8/2/2012 Problems with Product/Service