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

  3155 - D Sedona Ct Ste 150 Ontario, CA 91764

  
• 

  Association Management

  2318 S Eagle Rd Meridian, ID 83642-2665

• 

  Keystone

  5050 Avenida Encinas Ste 160 Carlsbad, CA 92008-4382

  

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:08/26/2025

  Type:Order 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.

  Business is a property management company. Was offered a property to rent after application and background was approved. When offered lease to sign, I asked several questions about inconsistencies within the lease, after which I received a text from the owner/operator stating that we were not moving forward with this lease. Said it was due to background check, which was "approved" a week prior, and left my children and I to look for another place. The problem is there were other homes that I could have pursued but are now off the market. I believe the cause was my questioning of the lease and certain stipulation about fees that may or may not be legal.

  

  Business Response

  Date: 08/26/2025

  Please note that Keystone serves as the management company for the Homeowners Association and acts as a liaison between the ********* and the communitys residents. Our role is limited to supporting the Board in managing common area concerns and facilitating communication; we are not involved in the rental, lease, or sale of individual properties.

  As the matter in question pertains to a rental issue, we recommend that the complainant contact their rental agency or realtor directly to address their concerns, as Keystone does not coordinate with or oversee third-party rental companies.
  Thank you for your understanding.

• Initial Complaint

  Date:06/16/2025

  Type:Sales and Advertising 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.

  After requesting the *** financials on 3-7-25, the manager uploaded something to the portal akin to a spreadsheet. I responded requesting the bank statements, and the managers boss wrote: We are happily able to provide copies of the operating bank statement to you via email for your review. Please allow [manager] about week to get everything put together for you, as previously stated some items may need to be redacted for confidentially. Two months later I asked the manager at the May *** meeting for the financials, and she said her boss was following-up. I emailed the boss and she said the manager was following-up. This is just a taste of the dysfunction I have experienced. I mentioned to the boss that community was not informed of the May meeting and of the inaccurate commentary from the manager regarding a couple other tasks. I received excuses. I again asked for the financials and the Director responded A request for additional records is charged at an hourly rate, with a minimumof one hour. The association is currently charged $150/hour for additional administrative cost for services outside the scope of work.Before we engage in these services, we want to ensure you are prepared to incur these costs from the association for reimbursement. This is not state law and was never mentioned in March. I had requested financials in 2023 after noticing discrepancies in what was in the Keystone spreadsheets and the bank documents. The then manager deleted years of financials uploaded to the portal and replaced them with what his then boss wrote are not full financial statements. She provided bank statements for one of the two years requested with no fee. I responded to the Director with state law that sets a rate of $10/hr not to exceed $200 total per written request. She reported being aware of the law, needed to consult with legal, and would get back to me, which has not happened. Law requires those records be produced within 30 days, which has past. Shady.

  

  Business Response

  Date: 06/19/2025

  We apologize for any frustration experienced. We are committed to upholding transparency, following applicable laws, and ensuring fair treatment for all homeowners. Timeline and Communication: On March ******, the homeowner requested access to ************* records. In response,homeowner versions of the financials were uploaded to the portal to begin addressing the request. While some documents were shared promptly, the full scope of the request and the level of documentation sought went beyond routine record production, requiring additional administrative time and legal clarity.The homeowner followed up in May *************************** the process of reviewing the scope of the request and seeking legal clarification regarding applicable fees and disclosure obligations. Administrative Fees and Legal Review: The HOAs management contract includes provisions for administrative services that fall outside the standard scope of work. Per the agreement, the association is entitled to charge $150/hr for additional administrative services. When the homeowner questioned the fee structure, we paused the process and consulted legal counsel to confirm that the associations policies were in alignment with state law governing HOA document requests. This review was essential before we proceeded further. We acknowledge that this legal review took longer than anticipated. Our intent was never to delay, but to ensure full legal compliance and clarity on both the associations rights and the homeowners rights. Commitment Going Forward: Now that legal guidance was obtained, we can move forward with the request, once an agreement with the homeowner to pay the fees applicable for these documents has been approved. We will continue to communicate transparently with the homeowner regarding any applicable fees, timelines, or limitations. We appreciate the homeowners engagement and understand the importance of accountability in HOA governance. 
  

  Customer Answer

  Date: 06/20/2025

  After the manager responded with redacted financials her boss emailed on 11MAR2025 a copy of state law highlighting that I was requesting enhanced association records and to allow the manager about a week to get everything put together. At no point in March or ***** did any member of Keystone communicate a delay in production due to them having confusion about the law and fees. The manager, when asked about the records at the May meeting, said her boss was following-up because what was requested was a tedious task. As of 20JUN2025, I still have not received any responding email regarding a date for production or what fee they deem appropriate for the time to black out names on bank statements. I imagine it will take them a long time given its already taken months to find an answer to what they legally have to produce to a dues paying member. This company has not modeled transparency, communication, coordination, or care. When I sent a screenshot of cost for records per civil code, the director responded in part Some associations have a policy that requires reimbursement. She did not cite my association, which is all I care about, and even then, it would violate CA civil law which states: Redacting Costs: An association may charge the member an amount not in excess of ten dollars ($10) per hour, and not to exceed two hundred dollars ($200) total per written request, for the time actually and reasonably involved in redacting an enhanced association record. (Civ. Code 5205(g).) The director clearly wrote to me in May: A request for additional records is charged at an hourly rate, with a minimum of one hour. The association is currently charged $150/hour for additional administrative cost for services outside the scope of work. 
  Before we engage in these services, we want to ensure you are prepared to incur these costs from the association for reimbursement. Any copies will be charges per page, per side. More if needed in color.

  

  Business Response

  Date: 06/27/2025

  We are able to move forward with the request for documents once the homeowner pays the applicable fees for service.  To date we have not received any payment from the homeowner.  If the homeowner is still unclear as to the amount due, she can contact the community manager.  Our team remains committed to fostering open communication and ensuring that all members of the community receive the information theyre entitled to under the law.

  Customer Answer

  Date: 07/10/2025

  As of July 10th, no one from this company has communicated the cost for records. The last communication was from the Director of Community Management on June 4th 2025 stating they will provide a breakdown of cost, which has not happened. Moreover, no one has communicated why there is a cost for these records after the community manager said they would be provided in March and that it would take about a week to get everything put together with no fee mentioned. The previous Director of Community Management in 2023 uploaded the full financial statements (minus confidential homeowner information) to the community portal without a fee, as did previous property managers. So if your company can point to where and when a fee was attached to requesting those monthly bank statements, thatd be great. I made a request of your company in March, and have had to chase you all to do the job youre contracted and compensated to do. Where is the email you sent informing me of a fee and showing where that fee comes from?

• Initial Complaint

  Date:05/13/2025

  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 moved into our new home in late Feb *************************************************************************************************************************** early Apr '25, after several incidents of blocked egress/ ingress from/to our home, we resolved to email complaints regarding said issue to Keystone's *. ******* and ** *****. Their replies, which had a turnaround of 24hrs or so, were something to the effect of "the *** and PM are aware of this issue". We would email SEVERAL complaints regarding the issue to no avail. By late April '25, we had become frustrated given the inordinate amount of time we were being forced to spend on said reporting efforts and I demanded that Keystone do its job and copied Meritage's ********** who informed me it had no jurisdiction and redirected me to the *** and Keystone. At that time, I also asked Keystone regarding the date of next board meeting and requested to speak to a board member. To date, I have yet to receive a reply. On 04/28/25, we submitted another complaint regarding a homeowner and prospective renters of **************** who were parked in our motor court and blocking ingress into our garage. That incident led to a verbal altercation with which we specifically requested assistance - in writing- of the *** and Keystone - who have NEVER contacted us. Interestingly, on 05/01/25, we were blindsided by phone call from ********'s ********** which accused me of driving away its business and threatened me with with the police. I emailed a summary of that call to Meritage Sales and copied Keystone. To date, I have yet to receive a call to discuss the various incidents of unpermitted motor court parking activity which have negatively impacted us. On 5/12/25, we were again blindsided by correspondence from the ***s legal counsel in which it accuses me of harassment and bars me from further emailing ******* and ***** and instructs me to mail all correspondence, including any violation reports, to Keystone.

  

  Business Response

  Date: 05/20/2025

  Keystone serves as the property management company for the homeowners association where Ms. ****** resides.  Keystone performs day-to-day functions for the homeowners association but has extremely limited ability to make decisions on behalf of its homeowners association clients.

  Ms. ******* BBB complaint was filed after she received a letter from the Association's legal counsel. The letter was sent after the homeowners association received multiple reports that Ms. ****** engaged in alleged aggressive conduct towards Keystone employees,prospective home buyers, and vendors engaged in contracted work within the community. 
  
  The decision to send the letter to Ms. ****** was not taken lightly. Keystone was directed to request a letter be sent by the homeowners associations legal counsel because the board of directors for the homeowners association is responsible for ensuring a safe and respectful environment for residents and those working on the Associations behalf.  Legal counsel was engaged only after efforts to address the situation through standard communication channels proved ineffective.
  
  Ms. ******* complaint was lodged against a management company that carried out directives given by its homeowners association client. Further, the complaint was lodged in what appears to be retaliation for a letter requesting that she refrain from alleged inappropriate conduct.
  We appreciate the BBB's role in facilitating communication and trust that this response provides the necessary context to clarify the actions taken.

• Initial Complaint

  Date:01/31/2025

  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'm reaching out as I've attempting to work with my HOA. I currently reside within ***********, and am a home owner. Keystone informed me that I would have the wood on my balcony replaced, as there are significant safety concerns. I was notified by Keystone in July, and all surrounding apartments had their wood replaced or repaired, with the exception of myself. The wood is rotting and presents significant safety concerns. I've been working with **** ***** and was informed that the wood would be replaced in a timely manner. In our most recent conversations, I was told that I would have my balcony repaired by December 2024. I spoke with Tulu, mid-January and was informed that the wood would be replaced no later than January 31st. It is January 31st and I've only had a contractor come by and put a few ounces of caulk in between the rotting wood. This presents a significant safety concerns, as my next door neighbors stairs collapsed earlier this week. I like to have another manager or leader at keystone work on this repair as it's clear that Tulu is not capable of handling this repair. I'm concerned for my safety and would like this be brought to managements attention, so a resolution can be met.

  

  Business Response

  Date: 02/03/2025

  Dear Keystone Client,

  Thank you for reaching out. Please reach out to your community manager for updates and wait times regarding repairs. Please note that management is also reliant on the expertise of contractors and their schedules. Thank you.

   

• Initial Complaint

  Date:01/04/2025

  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 HOA for Seacove, **************. Our HOA is Keystone in *********. I have been thru many companies because I have been the owner of my house for 30 years. In my in 30 years I have NEVER experienced such a rude, incompetent, unorganized, unfriendly and un understanding *** They have always ripped us off but its come to its time to stop them. There work on our properties have gone down from other *******. They have changed workers for less money and the work is still done for what you pay, unprofessional. Starting our HOA charges on Jan 2025. The charges were charged from $450.00 to $540.00. Its highway robbery and more. They painted outside of the town houses that is all and will repairing our roofs this year. It took them forever to do the job and it was not great. Keystone is making tons of money for the years they have been gauging home owners. When you call for a service it takes forever to get back to the homeowner and take care of their duties. My opinion is we have had them for too long and there are other companies we worked and were great, its time for a change. I cannot put up with these incompetent thieves.

  

  Business Response

  Date: 01/06/2025

  Thank you for reaching out. Please contact your community manager for further assistance. We look forward to best assisting you with this matter.

   

• Initial Complaint

  Date:11/17/2024

  Type:Product 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.

  keystone is a property management *** for my community. It collected $500 in refundable deposit which was paid along with architectural fees application of $250 submitted in May for our new home exterior project. The project was completed and approved in mid August and Keystone was supposed to refund the $500 deposit promptly. Upon inquiry in September, they stated the check would be sent. A month later, they said it was not yet sent due to their responsible employee had left the business. Since then, I had been calling and sending email to their office and was promised to have responsible person return call and refund the deposit. After numerous call and email to them, I have not receive the refundable deposit and have not heard from them again. Other residents in our neighborhood also have same problem with the refundable deposit refund. Please help. property address: *********************************

  

  Business Response

  Date: 11/18/2024

  Dear customer,

  Thank you for reaching out! Please contact your community association manager as soon as possible and we will help you through this process. 

  Customer Answer

  Date: 11/18/2024

  Their answer has always been to contact the community manager who works for them and until now, I have not received the deposit refund.  Previously I was told per email that they will be cutting the check soon (a month ago).  I had just received email again today from the community manager stating again that the check will be mailed this week.  Until I receive the check, I cannot accept this response!

  

  Business Response

  Date: 11/19/2024

  Thanks for the quick response. Please accept this response once you have received your check! There is no further action item requested.

   

  Customer Answer

  Date: 01/03/2025

  
  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,
  
  ****** *****
  
   
  

• Initial Complaint

  Date:10/19/2024

  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 Recreational Vehicle in December of 2023, spent $30,000 cash, did everything we needed to aquire the *** got warranty for a year and break attachments for truck; however, when finally dewinterizing the ** a pipe was busted, the ** is still brand new there were no prior issues when ** was in transit. We have returned ** for repairs because, it's still under warranty of 1 year. Keystone has taken several months to observe pictures of the damage deciding wether or not our warranty covers it, even though the ** is brand new and has been stationary since it's purchase. Since then, the keystone has deemed it "damaged" and will not be covered by warranty. The warranty should be highly considered to cover this, the vehicle is brand new and has not been tampered with whatsoever or used and has been protected in its stationary state, there's no outside influence of the damage done possible to the tankless water heater pipes just like any product I want it to be in top shape especially for such a large purchase. Suspicion of holding out til warranty is expired, it's been 3 months since we turned in the ** for repairs and for keystone to observe pictures of broken pipes it should not take this much time to determine repairs for these fixtures

  

  Business Response

  Date: 10/21/2024

  Thank you for reaching out. Please contact your community manager for further assistance and we look forward to helping you as soon as possible. There is no action item listed here. 

• Initial Complaint

  Date:07/20/2024

  Type:Billing 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 July 15, 2024 I reached out to Keystone to notify of a change of ownership is forthcoming and asked for further obligations as I am at the end of the escrow process. Afterwards, a $1,150.00 fee was sent to escrow- with no notice to me. This fee is for a patently false HOA violation (that I moved in and out without paying the appropriate fee). Additionally, they reported that I owe a monthly payment and late fee for $620.43, which is also false. Ive been on autopay for years. I was able to get that latter removed. Myself, the escrow office, and my realtor to have tried to rectify this situation without success. I am being told I have to attend a meeting to plead my case. And now as a result, the escrow process has been delayed, and I cannot receive the disbursement of funds for the sale of my condo. I believe this is their MO, in hopes that one will just sign the papers (to pay the fraudulent fees) just to be done with it. In my opinion either they are trying to get away with theft, or they are utterly incompetent and negligent. Probably both.

  

  Business Response

  Date: 07/25/2024

  Hello, I apologize for the misunderstanding.  The violation fine has be cleared up and furthermore removed.  As the very recently assigned manager I was unaware that escrow adds the move out fee for homeowners.   I have attached the most recent account ledger which shows the $1,300.00 fee removed. 

• Initial Complaint

  Date:05/02/2024

  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.

  There is an environmental health issue above the unit I live in and through the building #6 at ************. ******************************* ***************************I have tried to contact management there and they refuse to interact. It's bad. It's been 14 months dealing with the Villa ******************* to fix the problem above. I have tried reporting to every agency I know; Environmental Health, Property Management, HOA Board members (all), Huntington Beach Code Enforcement and anyone else that can listen. I was rudely told to talk to Vector Control and the problem has nothing to do with my property but the HOA's. Why is there no organization in the world willing to approach the Villa ******************* and inform them of what a rodent infestation is, property damage is, an environmental health problem is, and that the neglect is wrong. Anyways... No one wants to do anything. Using this forum to try to get some action and resolve. Thus far in *********************************************** nothing.

  

  Business Response

  Date: 06/24/2024

  Hi ******,

  The pest infestation issue has been resolved at ************* 

  Thank you.

• Initial Complaint

  Date:02/13/2024

  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.

  The entire year of 2023 I have contacted this business ********************* ***) and informed them Via email and phone calls that the empty house next door ************************************************************* has a tree on its property that is causing my wife and I *************** Burden because the roots of the tree is interfering with my home's water pipes which has caused me previous plumbing issues. From these plumbing issues I had to file a claim with my ******************** which has now increased my insurance premium. Before this tree and its roots cause any more issues - I have pleaded with the *** (********************* - *************** Manager at Keystone Mgmt) to have the organization remove the tree and its roots because I cannot reach the owner and the home has been empty for years now. Please help me rectify this issue because I have tried numerous times to contact the *** and they have done nothing to fix this issue. However, every month they have no issue taking my $232.00 in *** Fees.

  

  Business Response

  Date: 02/20/2024

  Hello,

  The Board and Community Manager are aware of this issue.  The tree belongs to the Owner of **** ****************. Owners are responsible for the front and back landscape of home.  Owner of **** has been notified by the Association regarding the tree causing damage to **** and fines were accessed for unkept landscape.  We informed the Owner of **** **************** the *** is not responsible for the tree, and advised they have their legal consultant send letter to owner of **** **************** demanding they remove the tree.

  The Community Manager spoke to the owner for **** **************** on 2/15th and told him about the complaint with the BBB and he stated he will hire Landscaper to remove the tree.
  

  Please let me know if you have any further questions.

   

  Customer Answer

  Date: 02/23/2024

  
  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,
  
  ***************************************