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:08/19/2025

  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 live in *********************** in *********, **. Our *** is Keys Property Management. I but up near a Preserve. The *** has let the maintenance of the preserve go and it is now growing into my home, literally. It is causing an issue for me and my neighbor (our homes are connected to each other), we both of had snakes in our homes, she had a Coral snake which is deadly. In addition, I have had a serious insect issue and the trees are damaging the screen on the ****. Both my neighbor and I have reached out continuously all year to no avail. EVERY SINGLE time we are told we are getting an estimate and presenting to the board, and nothing ever comes of it. I just reached out to the owner yesterday, who referred me ***** Manager, who told me the same thing I have heard all year. They are getting a quote and presenting it to the board. We are both senior, single women, and we feel that may be part of why they think they can get away with this. The person that manages our property at Keys, is **** *********. He has spoken to both of us with contempt and extreme anger on many occasions. We are at our wits end, and need help. Can you please, please help us??

  Business Response

  Date: 08/19/2025

  Thank you for reaching out and for sharing your concerns regarding the preserve area near your home in ***********. We sincerely regret the frustration this situation has caused you and your neighbor, and we appreciate the time you have taken to bring these matters to our attention. We understand the seriousness of your concerns, including the overgrowth of vegetation.

  Unfortunately our first contact from you was yesterday at 2:30 pm and we were unable to properly investigate and look into the matter by close of business the same day. I know a member of our upper management team did follow up the same day after hours and advise the current status.  

  We have confirmed, the Board has been provided proposals to address trimming and clearing in the preserve area. Keys Property Management does not have the authority to take action on this matter.  The Board of Directors must authorize the work in order for our firm to take action. We expect bids to be reviewed at the upcoming  Board meeting. Once the Board has approved the proposal we can then take the appropriate action as directed by the Board at that time. 
  

  In addition, we take your feedback regarding communication very seriously. It is important that every resident feels respected when voicing concerns. Please know that we are addressing this internally to ensure that future interactions are handled professionally and courteously.
  
  We value you as a member of the Quail Ridge community and are committed to resolving this issue promptly. Thank you for your patience as we work with your board toward a solution.

  Customer Answer

  Date: 08/19/2025

  Hello, I have attached emails that can support how long I have been inquiring about this huge concern. I have been reaching out to our contact, **** *********, since March 5th regarding this matter. I was killing him with kindness, in hopes that he wouldn't turn on me like he has in the past and will address the issue. Additionally I have left many voice mail message on ***** work phone, My neighbor ***** has had the same experience. As you can see in the March 5th interaction, **** has been saying since March that they are getting estimates and are going to put it before the board. **** has yelled, cussed and been threatening to me in the past, and quite frankly, he scares me. 

  This is the first time this has been an issue, but this the worst it has ever been overgrown. 

  For hem to say yesterday was the first time I have reached out is an straight up lie as you can see.

  I had a tree limb that was hovering at least 20' over my bedroom roof, and it took me 7 years to get them to get it down,

  Yes, yesterday is the first time I had reached out to ***** boss, but after she feed me the line about estimates and the board, I know I was not going to get anywhere with her either and decided to reach out to you. 
  
  Can you please reach out to ***** ********** so she can also provide facts, and emails. 

  Can you please help us? 

  Thank you ****** ******

  Customer Answer

  Date: 08/20/2025

  I am send the latest emails regarding this matter. The have been telling us that they are getting estimates and presenting before the board since early March. The maintenance *** told me that they have done done it yet simply becasue they do not want to spend the money. They will fire him if they know he told me that. 

  I do not think without pressure they will complete this work. I am a 63 yo single female and my neighbor is in her mid 60's and single, They are very dismissive of us. 

  Customer Answer

  Date: 08/20/2025

   
  Complaint: 23767029
  
  I am rejecting this response because: They have been giving me the same response since March 5th 2025. I have no reason to believe that they will actually complete the work. Past behavior is usually an indicator of future and i have zero faith that they will complete the work. 

  Additionally, the issues with **** ********* are far from new to them. I have personally spoken to at least a dozen other home owners you have had a negative experience with ****, and many have shared their experiences with Keys Property. 

   I am concerned about retaliation, but I can't continue to live in this mess that they have allow to grow. As you can see from my emails, I have been patient and kind and nothing ever gets done, which is why I was forced to take this action. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 08/20/2025

  Unfortunately we (Keys Management)  do not have the authority to take action on this item without approval of the Board of Directors. We have provided bids to the board and will be reviewed at the meeting next week. If the Board approves the bids we will be glad to address the concern as directed by the Board. In the mean time because the brush is encroaching upon your property you do have the right to cut the brush back if you choose. Again please understand we cannot take action unless the Board directs us to take action on the matter. The notice of the Board meeting will be sent out this week so you will be able to attend the meeting of the Board of Directors. Thank you

• Initial Complaint

  Date:03/14/2025

  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.

  Keys property management here after referred to as the company representing ************************************** here after referred to as the **** did apply to Customers account $1000 charge, for which they billed and collected said amount without verification of due process per the requirements of the covenants and restrictions of the homeowners association. This demonstrates a lack of ordinary care and due diligence as well as fails to meet their obligation to the property owner as an extended party to their contract with the **********************. The property manager was notified that the *** had not followed proper procedures and yet continued with the charge process to the account. I am seeking an independent third-party review all violation records for the past 24 months to assess whether or not do process was given to each homeowner as well as to determine whether or not enforcement has taken place within the community while it has been under the supervision of Key property management as it is there responsibility to ensure that the board does not violate the covenants and restrictions or the due process, guaranteed there in.

  Business Response

  Date: 03/20/2025

  The homeowner was in violation of the community governing documents and standards as of October 28, 2024. Notice was sent to the owner at that time and the violation can be viewed by the owner in the owners online portal. It was confirmed the notification was not sent via certified mail on March 11, 2024, and on that day the fines were credited back to all owners accounts. This information is also available to be viewed and verified by the homeowner online. As of March 20, 2025, the home is still in violation and not in compliance with the community governing documents and the homeowner shows the requested $1,000 credit as of March 11, 2025. 
  

• Initial Complaint

  Date:04/28/2024

  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.

  In accurate accounting In appropriate and non disclosed fees including on website payment center Poor communication resulting in errors Hiding payments and reporting as charges Failure to provide a complete / accurate accounting ledger for my account Inability to provide a bank statement with proof that payments were not received Harassment / threats / discrimination Unauthorized entry into my residence

  Business Response

  Date: 04/29/2024

  This is a condominium association. Each homeowner is obligated to pay their respective assessments in a timely manner. When payments are not received, the board of directors of the condominium association through the governing documents applies late fees and interest charges, and determines if the account should be turned over to the association attorney to pursue the homeowner delinquency. In this case, we were simply following the directives of the board of directors in sending this account to the collections attorney to attempt to retrieve the delinquent funds owed to the association. Ultimately, the homeowner settled their account with the attorney paid all of the applicable lates fees, interest and past due assessments. Claims of harassment, threats or discrimination are simply untrue. Concerning gaining entry to units, the association has a right as documented in their governing documents to enter every unit for routine fire alarm inspections or or to inspect for maintenance emergency situations. 

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21637364
  
  I am rejecting this response because:

  Keys Property Management is responsible for processing HOA DUE payments each month for the association.  I initiated a HOA DUE payment to Keys Property Management on 01-29-24 and it has not been applied to my account despite proof that payment was made via electronic bill pay from my bank.  Additionally my bank statement confirms said payment.  I have asked, and am asking again, that Keys Property Management provide me a copy of their statements beginning 01-01-24 to date, so that we can confirm that my HOA DUE payments were or were not received by them and applied correctly.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/01/2024

  We advised **************** that his bank generated a bill payment and withdrew the funds from his account. ******************** bank then mailed a check to the bank processing center for the Association. The Association processing center was unable to process the payment due to a problem with the bank and software communication platform. The check was rejected by the Association processing center. The funds were not deposited into the ****************** account and the Association does not have the funds. **************** has been advised by our office multiple times of this matter and has been advised he needs to contact his banking institution. We understand that **************** sees the funds were withdrawn, but we did not receive the funds. 

  Customer Answer

  Date: 05/04/2024

   
  Complaint: 21637364
  
  I am rejecting this response because:

  I appreciate that you feel you can inaccurately tell me what my bank did, but not what yours has done.  

  My bank did not send you a physical check.  As I previously mentioned, it was an electronic bill payment.  Please see the attached proof of payment; which I have previously sent to Keys Property Management.  

  Instead of assuming what my bank has done, please provide proof ( your bank statements 01-01-24 to date ) of what you have done with the payment I made.  You stated **************** processing center was unable to process the payment due to a problem with the bank and software communication platform".  Your assumption that your problem resulted in my payment being rejected, could be easily clarified by providing the requested statements.  

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

  Business Response

  Date: 05/06/2024

  As previously stated. You bank sends a check to the lock box. The bank statements do not show the actual checks so there is nothing on the statement that will assist. As previously stated by myself and my team. Please get with your bank and provide the information necessary to assist you. Without you providing the needed information we are unable to assist further. 

  Thank you. 

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21637364
  
  I am rejecting this response because:

  I have provide you proof the payment was sent, proof it was accepted by your bank and a copy of my statement.  What further documentation do you need from me?

  You continue to provide inaccurate information and none of the requested supporting documents, including statements, to support your claim.  Please provide your bank statements from January 1st 2024 to date. 

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

  Business Response

  Date: 05/14/2024

  Unfortunately back and forth messages are not accomplishing resolution. The best recommendation is to schedule an appointment with the manager of your community and they will be glad to work with you in person to hopefully resolve the matter. Thank you.

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21637364
  
  I am rejecting this response because:

  I have stopped by the office several times as well as emailed. Unfortunately, Keys Enterprises and its staff refuse to work to resolve this issue by providing their supporting bank statements beginning January 1st 2024 to date.  Despite me providing them each of the documents they requested from my bank.
  It appears Keys Enterprises and its staff are hiding financial / accounting information. Which creates concerns as they handle accounting for several communities.
  
  Sincerely,
  
  ***************************