Complaints

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:12/20/2023

  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 have been in communication with *******************************, the developer/new homeowner liaison in regards to a street light that has not been functioning for two months. As of today, I still do not have a resolution for the broken street light. My developer has even reached out to the *** away to get it fixed. I was notified that our work order was scheduled for yesterday however, the light is still not functioning. I the continuous follow *** and delayed resolvement of this issue has been very inconvenient and frustrating. Im paying the company monthly dues to take care of issues within my community but the customer service has been disappointing.

  Business Response

  Date: 12/28/2023

  Dear *****************

  I spoke with ********, and she has been in communication with ***************  Most recently ******** emailed ************** on 12/13/23 stating that the vendor would be out on 12/19/23 to inspect the streetlight.  On 12/20/23 ******** received an email from ************** in which she stated the vendor had not been out on 12/19/23.  On 12/21/2023 ******** responded to ****************** email letting her know that the vendor was out on 12/19/23 and inspected the streetlight in front of the house.  Unfortunately, the streetlight is in need of repair, along with other lights in the area and the vendor proposal requires board approval and we should have approval hopefully by end of next week.  Once the board approves the proposal to repair the streetlight the vendor can then go out and repair the light.

  Please let me know if you have any further questions. 

  Thank you.

   

   

• Initial Complaint

  Date:11/26/2023

  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.

  My HOA fee is paid automatically by ACH every month. It's never late. However, starting in April 2023, Keystone charges an invalid delinquent fee every month to my account. I have been communicating with the billing department several times. But the problem still occurs in November 2023. The company claims they are trying to fix the problem. Well try harder! It is hard to believe this issue is so difficult to fix. It appears that the company is intentionally charging these invalid delinquent fees and wishes the homeowner doesn't notice it.

  Business Response

  Date: 11/27/2023

  Good afternoon,

  I spoke to our accounting department, and they were able to spot and fix the issue with this account thats consistently making the delinquent fee. We will be reaching out to the homeowner to update and ease any sort of concerns. 

  Thank you.

   

  Customer Answer

  Date: 11/27/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:10/20/2023

  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.

  I paid my HOA fee on time on 10/3. It was reversed due to their error, the funds were there in my bank account. Now I'm getting a late fee because this was returned to me?? It took so long, they didn't give me a chance to pay it again! This is absolutely ridiculous, I've had so much trouble with this property management company. I need a credit for this late $69.00, it's theft and fraud. I've already paid $586 in "late fees" and interest when I had COVID and asked for assistance because I couldn't work, but I have yet to receive a response from anyone - I will need a refund for that also.

  Business Response

  Date: 10/24/2023

  Dear ********,

  We have reviewed the homeowners account and see that payments have been missed.  At the beginning of the year, they were briefly up to date, but quickly fell one month behind. Shortly thereafter, they attempted to submit payments, but their banking institution initiated a stop payment on both of these transactions, preventing their account from catching up.
  
  The homeowner started making successful payments on their account as soon as they received a pre-lien notice and has been consistent since then. However, in their most recent payment for this month, they mistakenly entered incorrect banking information on their portal.
  
  We have placed a courtesy waiver for the $39.00 delinquency fee. However, I want to clarify that I currently do not have the authority to waive the collection fee unless it receives approval from the board.
  
  The homeowner will need to submit a request to the ***************** of Directors to waive the remaining fee of $30.00.

  Thank you.

   

   

  Customer Answer

  Date: 10/24/2023

   I am rejecting this response because:
  
  As Ive explained, I had Covid when I fell behind for the first time since 2018. I have asked for assistance for that period without any response. It was over $500 in fees. After that was cleared up, there was a second issue.
  

  I received confirmation that payment went through successfully. After one week of the *** fee not withdrawing from my bank, I tried to go on the website to check status, my balance was zero. By the time I knew there was an error, it was in a time frame that would implement a late fee. I should not have received a confirmation if there was an error, and I should have been able to pay again if there was an error.

  Business Response

  Date: 10/26/2023

  Any additional fees that the homeowner would like waived or reimbursed will need to be requested through the *** board of directors.  I have asked the community manager to review the account and follow up with the homeowner.

• Initial Complaint

  Date:09/22/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Towed my tenants car out of our assigned parking space one day after he moved in. Rules clearly say we have seven days to register and obtain parking sticker. Rule #5 Community manager *********************** will not respond to emails or phone messages. on site office is of no assistance and Keystone is our management company. They have clearly violated the rules and towed our car mistakenly and Keystone will not acknowledge their error or assist in anyway. I want to be reimburse $790 because the is the second time they have targeted my family.

  Business Response

  Date: 09/28/2023

  Dear ********,

  The HOA ***** of ********* is currently aware of the matter and request submitted by this homeowner for reimbursement related to tow fees incurred.  The ***** of ********* is continuing to review the request and consulting with their general counsel as appropriate.

  Sincerely,

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

   

  Customer Answer

  Date: 10/03/2023

   I am rejecting this response because:
  

  Keystone has made no effort to resolve despite it being what we pay them to do. Their job is to MANAGE! they are derelict in their duty and will continue to stonewall. This is why I submitted the complaint. 

  
  

  Customer Answer

  Date: 10/11/2023

   I am rejecting this response because:
  
  Keystone has made no effort to respond to my issue. They have not returned any phone messages or emails. They happily accept my $1060/mo. however. 

• Initial Complaint

  Date:09/06/2023

  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.

  I have reserved the club house on august 12th, 2023 and was promised the hours of 0900-1800 but the day off, the club house was not open. My baby shower was at 10am and we were unable to open the club house. We called multiple people and were given the run around and continued to be hung up on. I had reached out the following Monday to discuss this with *************************** and see if we could get our money that we had to pay to reserve the club house. ****** never responded and after multiple calls to keystone pacific- we were told the check was in the mail on 8/28/2023. Today 9/06/2023 we still have yet to receive the check. I called back today and was given the run around and they said the check was never sent on 8/28/2023 and they were still trying to get it approved in order to be sent. This is unacceptable as this reservation was almost a month ago and we have still to receive our money back.

  Business Response

  Date: 09/13/2023

  Dear *******,

  The requested refund was approved, processed and mailed to the homeowner on Monday, September 11, 2023.

  Please let me know if you have any further questions.

  Thank you,

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

   

   

  Customer Answer

  Date: 09/19/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:08/28/2023

  Type:Order 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.

  Hello, I have lived at the La Jolla Condos for approximately 17 years. I have paid my HOA fees every month. Three months ago, my bank, Union changed ownership and unbeknownst to me changed my account, AFTER I had sent my check in for the **** The check bounced, however the correction was immediately made and the money deducted from my account. I recently received a threat of a lien to my property if I don't pay back fees of approximately **** plus dollars! I was then told I could plead my case to the board, however both my daughter and myself contacted the office manager numerous times and received no invite to the board meeting. Today we were told the board denied us and we have to pay the back fees! This is ******** as I am on a fixed income of 11 a month and cannot possibly pay and especially fees I did not incur! All I am asking for is for the property management company erase the back fees that the bank caused, NOT me. Thank you for any assistance you can provide.

  Business Response

  Date: 09/07/2023

  Dear ****************,

  The matter regarding the unpaid assessments was discussed during the executive session held on August 16, 2023.The Board did deny the request to waive the pre-lien, late and collection fees on the account but granted to waive the interest charges. The Board denied the request for the full amount on the basis that delinquent hard costs should not be borne by the membership.
  

  There is $600 owed of unpaid assessments on the account.
  $150 in collection fees, $91.50 in delinquent fees and $150 in prelien fees.

  Please let me know if you have any further questions.

  Best regards,

  ********

  Customer Answer

  Date: 09/13/2023

   I am rejecting this response because:
  
  I did pay the dues and have proof on bank statements. The checks I sent were not applied to my account. The charges against me are unwarranted except for late fees even though I explained to Keystone each time the late pay was due to the online portal not accepting my password the first time and US Bank taking over ********** and  changing my account number before they were suppose to so the payment didn't go through. I sent checks each time to pay my monthly dues. 

  Business Response

  Date: 11/07/2023

  The Community Manager spoke with ***** and there is still an outstanding balance of $600 for the *** and July assessment. The proof of payments provided, did not reflect a payment submitted for July and could not verify that the check for *** was sent to the correct location or cashed by Keystone.  ***** will be looking into this with their bank and provide a follow up by next week. 

• Initial Complaint

  Date:04/20/2023

  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 tried to pay my monthly HOA bill for January 2023 on January 1st (I am currently paying all my bills on the 1st of each month). However, Keystone's website was not working. I remember trying a few times, but the system was not working. Eventually I gave up and figured I would pay the bill later. I had to attend a training in South Carolina in the middle of January so trying to figure out why Keystone's system was not working was not a top priority of mine. On February 1, 2023, when I went to pay my Keystone bill, I found they had launched a new system; I still owed for January and I owed for February as expected; however, they also charged me two late fees - one for $30 and one for $13. I have been communicating with Keystone managers since February; they finally agreed to remove the $13 charge (because I have never been late before) but they said they cannot remove the $30 charge without Board approval. Throughout my conversations with Keystone (I have the emails documented) I discovered they shut down their system for 5 days (from the 1st to the 5th) - some Reps were aware and some were not aware of the system shut down during the conversion; Keystone claims they sent out emails about the conversion; I could not find such email in my inbox; they also indicated they put information about the conversion in their flyers - I do not read these flyers. This type of change should have warranted an aggressive information dissemination campaign similar to the ones used when the streets are being repaved - not a single person can miss this important information. Keystone simply treated this change as a situation where they will catch most people - not all. Most people are on automatic pay, but I like to pay my bills myself every month on the 1st. Regardless, the root cause of my tardy January 2023 payment was the system being shut down for 5 days without proper notification. A grace period should have been imposed since they did not effectively communicate the shut down.

  Business Response

  Date: 05/12/2023

  Dear ******,

   

  I am responding to a complaint Keystone received on May 9, 2023.  Please see attached a copy of Complaint ID ********.

   

  Keystone had a software upgrade, and our portal was down for maintenance from December 29^th through January 2^nd.  Notices were sent to all homeowners notifying them of the software upgrade and the system being down and unable to make payments during this time.

   

  On May 12, 2023, the late fee was reversed on Mr. ******’s account.  A Keystone representative left a voicemail message and sent an email to Mr. ****** letting him know this has been completed.

   

  Should you have any questions, please do not hesitate to contact me.

   

  Best regards,

  ********

   

  ******** ********** | Executive Administrative Assistant to CEO

  Keystone