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: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,
  
  ***************************