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:02/12/2025

  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.

  In June 2024 we asked the Resident Manger of **************, a condominium in ****** where we have lived for ************************************************************* the apartment above us. He spoke to the resident and she refused to comply with his request to remove the offending fan or accept a fan that we were willing to supply her with.. He was ready to serve her a noise violation as outline in our House Rules and By Laws but was told by the property manager of Touchstone Properties, ****** *******, "not to get involved", a direct contradiction to our documents. Since June, we have supplied sound monitoring documentation to Touchstone, petitioned the board and filed a police harassment report against the offending party (which according to our documents, demands a $500 fine). ****** ******* continued to demand the ** "not get involved" which ****** had no authority to do. We were forced to soundproof our ceiling at a cost of $26,000 so we could sleep in our own home. We pay $996 a month in maintenance fees to Touchstone and expect to receive the services we pay for.

  

  Business Response

  Date: 02/26/2025

  Aloha, 

  I have investigated this matter with the Property Manager, ****** ********. This matter involves noise transmissions between two units. The Board of Directors and ****** worked with the Board's attorney to address this matter, however, the results were not satisfactory to complainant. In November 2024, the Board of Directors and Touchstone Properties agreed to mediate with the ********, which they originally requested and later decided not to mediate. Touchstone Properties does not agree to cover the cost to soundproof their ceilings.   

  Customer Answer

  Date: 03/27/2025

  The response from Touchstone is not satisfactory as I'm sure you can understand.  Touchstone and specifically ****** *******, did not in any way respond to our continual complaints and ***** of documentation about the sound and perhaps most important continually refused to have the resident manager, who job it is to enforce very specific house rules related to noise, issue a citation to the offending party.  We could not mediate with her because she continually threatened us so much so that we eventually filed a police report. She is well know in the complex for her unstable, erratic behavior.  We offered to replace the offending fan two times and we needed an immediate solution to our problem as we could not sleep in our bedroom for almost 6 months.
  We have filed a **** complaint against the property manager we feel he abused the scope of his license as an agent by not allowing the proper procedures for enforcement of the house rules of this complex.
  We want the company and specifically the property manager censured and a negative review posted on the Better Business site about this company based on our experience.  We knew it was a pretty much long shot to think we would be reimbursed for the expense of the ceiling soundproofing.
  Please let me know how you can help.
  Thank you
  Adele
  

  Customer Answer

  Date: 03/27/2025

  I remembered a two more things about this complaint.
  ****** ******* (allegedly--as the woman upstairs screamed this at us) told her she could run her fan 24 hours a day and there was nothing we could do about it because he told her she could).  He never denied that he said this.
  There was no reason for Touchstone's attorney to even get involved as this was a very simple house rule violation that the resident manager could have easily handled.  ****** was completely out of his authority to demand that the resident manager do nothing.
  Thanks again,
  Adele
  

  
  

• Initial Complaint

  Date:09/30/2024

  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.

  I am writing to file a complaint against Touchstone Properties*****, the management company for the rental unit I manage for my friends, ****-*******************, located at ******************************************************We have been receiving statements from Touchstone Properties, *** dated on June 20, July 25, Aug 27, Sep 25, 2024 with charges that are not adequately explained. The charges in question are listed as follows:C/B PKK#****** DTD2/15/24: $658.64 C/B PKK#****** DTD3/15/24: $824.64 C/B PKK#****** DTD4/15/24: $116.23 C/B PKK#****** DTD1/15/24: $2,408.90 Despite multiple requests for detailed explanations, we have not received any satisfactory information from Touchstone Properties, LTD. We have also contacted the Association of Apartment Owners of the Esplanade, but they have been unable to provide assistance.We believe that it is unfair and unreasonable for a management company to charge tenants without providing clear and concise explanations. We are seeking the Better Business Bureau's intervention to resolve this matter and ensure that Touchstone Properties***** provides the necessary information to us.

  

  Business Response

  Date: 10/07/2024

  Please see attached response to this complaint. 

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22360867
  
  I am rejecting this response because:

  The redacted portions of the attached bills are unacceptable and preventing us from fully understanding the nature and scope of the legal services provided. Given the potential legal action against the tenant, it is imperative that we have a clear and complete understanding of the charges incurred.
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 10/17/2024

  Thank you for the response. The invoices provided were redacted by the Association's attorney. We requested if we could release the unredacted version of the invoices, however, the attorney declined. The Association will not waive attorney client privilege.   

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22360867
  
  I am rejecting this response because:

  As you stated, the invoices were redacted by the Association's attorney, and the attorney has declined to release the unredacted versions.
  We understand and respect the attorney-client privilege. However, without access to the unredacted invoices, it is impossible for us to verify the accuracy and legitimacy of the charges. The property owners have the right to understand what they are being charged for and to ensure that the fees are reasonable and justified.
  If the Association is unable to provide the unredacted invoices, we request that the associated fees be waived. We believe it is unfair to expect us to pay for charges that we cannot verify.
  We hope that this matter can be resolved promptly and equitably. Thank you for your attention to this request.
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 10/30/2024

  Aloha, 

  unfortunately, the cost of legal enforcement was not Touchstone Properties expense, therefore, we do not have the authority to waive these costs on behalf of the client. The invoices were redacted by their attorney, and we do not have the authority to release the unredacted invoices. 

  Mahalo. 

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22360867
  
  I am rejecting this response because:

  You stated that you mailed a notice letter to both the tenant and the owner on November 8, 2023, regarding ****** (the tenant's son, under 18)violating four house rules. However, we did NOT and only the tenant did.
  Similarly, you mentioned mailing another letter on December 5, 2023, but we did not receive it. It appears this letter was also only sent to the tenant.
  

  We were not contacted about these violations by phone, email, or letter until December 18, 2023, via email. The first letter we received, dated December 12, 2023, arrived after December 19th.
  We received the initial notification on December 18, 2023, via email from ******, which included the December 12th letter. We responded promptly on December 19th, informing the tenant that they must adhere to the house rules or face fines or early termination of the lease.
  

  On January 22, 2024, we received a second notice indicating continued violations. We responded on January 23, 2024, informing the tenant that they could either terminate the lease early without penalty or face fines and associated fees if the violations persisted. However, we still had no idea about the specific rules being broken.
  We were not informed about the specific rules that ****** had violated.We assumed the issues might have been related to noise disturbances while using the facilities.
  

  We did not hear from the management company or receive any further notices until February 23, 2024, when we received the eviction notice from the lawyer.
  Prior to this, the resident manager had not contacted us to discuss the seriousness of the situation. We also did not receive any fine notices or suggestions to evict the tenants. If we had been informed of the severity of the situation or provided with options like eviction, we would have responded immediately.
  

  We were surprised to learn that the eviction was due to the management office's decision to bypass the fine process, as we believed the circumstances were not critical.
  Furthermore, the date of your first ******** bill is January 15, 2024.This bill was added to the statement on July 25, 2024, along with three other bills from February 15th, March 15th, and April 15th, 2024. We received this statement on August 20, 2025.
  

  As of January 15, 2024, we had not received your second violation notification letter. How can we be held responsible for this bill when the tenant was still residing in the property at that time? If we had been informed promptly, we could have taken immediate action. Your lack of timely communication and failure to notify us of the legal fees and billing delays are unacceptable.
  

  Now, you are refusing to disclose detailed billing information by redacting all discussions between your company and the lawyer. We strongly believe that property owners have the right to know what they are paying for,especially when the amount is substantial.
  

  If you persist in withholding this information, we will file a complaint with the **** and Action Line. We will let government agencies and the public decide whether we have the right to access detailed billing information.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:06/06/2024

  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.

  Touchstone Properties *** *** Hill ******** is charging different HOA amounts to their tenants based on no financial measure. Units with the same specs are being charged less or more than others.Touchstone Properties *** HOA fraud, waste, abuse, with tenants funds. To include amount in reserves based on previous statements. Renovations and repairs are not meeting timelines. Touchstone Properties *** HOA Increased rates by 10% last year. Shortly after purchasing my townhouse, I faced discrimination within the community from HOA manager ****************, resulting in unresolved repairs that pose a safety and security risk to my family and I. Multiple emails sent over 10 months regarding issues left unresolved. Other owners and tenants received repairs within the span of my initial request. Lastly, certain owners (including myself) and tenants receive citations for plants that are real property of the community for which the by laws state HOA is liable, while others throughout the community are overgrown and block the pathway.My chief concern is that my money is being misused and mismanaged.Thank you,*************************

  

  Business Response

  Date: 06/12/2024

  Aloha, 

  We investigated this complaint with the Resident Manager and offer the following response. 

  Maintenance fees are billed in accordance with the governing documents based on a percent of common interest allocated to each unit. Some units have higher or lower common interest percentage. Units with a higher common interest percentage will have a higher maintenance fee than units with a lower common interest percentage. A maintenance fee schedule is provided to all owners which details the common interest and maintenance fee for each unit type. Some units have very similar maintenance fees but slightly different due to a small difference in common interest percentages. This may be a reason for confusion. Please note Touchstone Properties did not increase the maintenance. That is a function of the ***** of ************************** Resident Manager confirmed that repairs are needed to the owner's gate and proposals for repairs were solicited. A general contractor was recently approved by the ***** of ********* to repair the gate. The Resident Manager is scheduling the work to be completed. We apologize for any delay.  

  Regarding the landscape, the Resident Manager confirmed 47 owners were sent letters to trim back their plants. 

  Mahalo. 

   

• Initial Complaint

  Date:03/22/2024

  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 Feb. 26, 2024 I received **** Mail a statement from Touchstone (TS) claiming I owe $133.76 for an unexplained charge on 12/12/2023. No invoice was received prior to the statement dated 02/22/2024. Attempts to get details/breakdown of charge proved fruitless. Repeated attempts to contact TS billing department, forwarded to an extension which never answers/returns. In previous Zoom meetings ********************* (JB) of Touchstone stated all charges are decided by the ***** of ********* (***). I sent letters to ***, asking assistance to get information from them or TS. On 3/15/2024 I followed up w/*** president *************************** who stated letters were discussed in Executive meeting, 3/14/2024 and I would be getting a response soon. Nothing came. On 3/21/2024, in the monthly ***/Owners meeting (Zoom) I asked the *** attendees including JB of TS when I will get an explanation of the charges. ** only said he wasnt going to discuss any owners account despite me saying I was only asking when will I get the response to my request for details which I was told by the *** president would be forthcoming. **************** is extremely unprofessional, he is impolite in his mannerisms, particularly during most ***/Owner monthly zoom meetings, towards those owners who do attendance. He has responded over owners who are speaking, with his snarky comments, including over me when told we have 3 minutes to speak in the Owners Forum. Many owners dont even attend because of his demeanor towards us all. Still no communications from TS; no email, phone call, letter. I will be upset if TS needlessly goes through their lawyer, *********************, to answer my inquiry as it will deliberately incur charges to me according to TS game. I have resigned myself to paying this charge although I am not sure what it was exactly for. Therefore, the day after the ***/Owners monthly meeting I sent out a check w/ documents to the Touchstone Properties address so they dont tack on additional fees for not paying.

  Customer Answer

  Date: 03/27/2024

  I'm extremely concerned that Touchstone will charge me even more money just because they refused to answer my question when I repeatedly tried to get live communication with them. Even when I personally spoke to *********************, and asked at the **** *** Hill BOD/Owners meeting over Zoom, and still didn't get any response. I'm concerned because in a previous issue with this company back in August of 2020, I never received a billing for an insurance policy which I was asking to pay.  I had to send my check to the **** *** Hill ********* Master Policy's agent *****************, from ******************** in ******** who stated Touchstone was going to bill me.  I never received a bill and when I called TS billing department, a gal named ****** said there was NO RECORD OF ANY INVOICE CREATED NOR SENT TO **.  When they received my check for the amount quoted by the agent **************, TS then sent me a bill for $25.00 for a late fee; I wasn't late I sent it in a month ahead because I was so concerned TS wasn't sending me anything.  Then after disputing that issue, they sent me another invoice saying I now owed them $50. for a handling fee when obviously TS didn't handle anything because they never sent me an invoice in the first place. It appears this is the same thing happening again.  So I expect that instead of telling me what this is by letter, email or phone call, they are going to wait until they claim it's late and bill me a late fee.  Mind you if this was a billing from December, then why didn't I ever get any other notice before February 26th (when I received this first notice of a cryptic description??   This is just so upsetting as I haven't done anything wrong and I feel this is revenge for complaining about the poorly management performance TS is doing.  We have not fixed anything over the past 6 years and only now that we are losing some of our insurance coverage and things are breaking down more, they only now want to repair small areas while the costs rise dramatically.  If these repairs were made over the time when they first appeared and needed it, then the costs would not be so astronomical. This company is not doing the duties it was hired by **** *** Hill to do in 2018. 
  

  

  Business Response

  Date: 03/29/2024

  The $133.76 charge on the owners account is for a legal matter as authorized by HRS 514B-157(a) which allows the Association to charge owners for costs and expenses, including reasonable attorneys fees. I will not divulge the details of the matter here, but the owner is aware of the matter and has received correspondence from the Associations attorney. The ***** of ********* would not openly discuss the matter with her at the last board meeting due to its nature. The ***** of ********* also declined waiving the fees. These are not costs charged from Touchstone Properties,but from the Associations legal counsel. If the legal invoice was not included with the billing statement, we apologize for that and the invoice will be mailed to her. 

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21474642
  
  I am rejecting this response because: I find this answer to be unsatisfactory largely due to the arrogant and patronizing tone in the second sentence and going forward.  AND I still have not received the invoice I requested.

  
  You are stating I was aware of the matter but the only matters I was aware of is that on September 12, 2023 I notified the **** *** *********** with the long-range photo of the towering flames as two children were throwing paper trash and dried palm branches on burning charcoals left unattended in a grill area. The only other matter is when 40 days later, I received a two-paragraph letter from your legal group stating I should not take pictures of minors setting wild fires in a drought period and potentially burning down the 48-year-old wood building only 12 yards of dried grass away,unless I first obtain their parents consent. The manager should by now know the unit and parents of the two boys for the next time theres an accident or arson.  There was no invoice attached to that letter.  On the single page, there was also no mention of an invoice to be expected nearly 130 days later. 

  
  Touchstone claims to have received, from the legal group, an invoice to create the statement which Touchstone Properties then sent 129 days later.  Despite my numerous attempts requesting a copy of the invoice, and thereby receiving an explanation, they have blatantly refused to forward it.   I have been waiting 38 days for TS to do a simple PROFESSIONAL act of sending out what information you received to create the statement for my record.  And STILL I have yet to see any invoice, even as you stated in your response you would do so.

  
  Furthermore, to prove how q**** your mind works without common sense, I repeated several times, both in the **** *** Hill zoom meeting AND in my BBB complaint,that I did NOT ask for an explanation AT the meeting as I already knew it was not going to be directly discussed.  I DID ASK WHEN should I expect the invoice because the president of the *** had stated to me in our conversation on March 15th, that it had been discussed on March 14th and it would be sent.  By the time it was March 21st at the meeting, I asked directly when I would be receiving it, telling everyone that I still did not have it.
  Although Mr. ********************* responded in this complaint, he STILL has not sent it, and NOTE TO THE BBB, I bet anything TS will try to charge me the postage or some s*** for a simple piece of paper, the original invoice, which TS/JB admits they neglected to enclose with the statement. 

   Not surprisingly,the check I sent in has been cashed and cleared my bank on ***** 3rd.   

  
  The lack of accountability and professionalism of this company is concerning.  My understanding is that we owners pay Touchstone to do a service. It includes communication with the owners according to the contract signed in 2018. That communication is lacking and on the rare instances when it occurs, the sarcastic and condescending attitude, tone, and verbiage from ********************* is unprofessional and ignorant.  There is no excuse for his behavior and there is no sincere apology in that response.

  
   I ASKED FOR THE INVOICE SO I WOULD KNOW WHAT THE MATTER WAS ABOUT BECAUSE THE STATEMENT WAS CRYPTIC AND WAS APPARENTLY FOR AN ACTION THAT OCCURRED 205 DAYS AGO.  

  
   I asked for a response directly before resorting to filing this complaint with BBB, but even this does not get me the requested document.  Our **** of *** Hill owners and residents are suffering greatly due to the incompetent and inadequate management. 
  
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 04/12/2024

  I just wanted to say that since filing this complaint, I have not received the one item which, even in their response, according to the company and the guy who manages AOAO *** ****, stated they would send out because it was not included with the statement,  the paper showing the invoice they received from the legal firm, Case ********.              All I had ever asked for was the original invoice which would have given me the explanation as to why I was being charged.  This is truly a really half-baked company which doesn't follow through on simple requests, and barely corresponds to the owners for which they are getting rich off of.

  On another note, I'm wondering why according to (and it changes) *********************, changes to certain structures on the property must go through an owner's vote but not other things.  Example. The master plan for the property has 4 Tot Lot areas/structures. TS has torn down all and are not replacing for another 2-3 years, only 3 of the original 4.  No vote has been given to owners who bought into the complex with the original 4.  BUT for reasons of a 'recommendation by the insurance company (which has diminished the amount of coverage anyway) TS told the *** they had to construct 5 barbecue areas in semi open space.  They sent out a letter stating fire code must have no open flames near the buildings (10 feet away) understandable. But then without owner approval and much to many's surprise, they simply started putting in 4 of 5 new structures to the master plan without any vote or proper notification to all owners.

  Of course I'm concerned that the problem was for the charge they gave me, that kids found hot burning coals left in the *** pit near my building and were throwing every thing they could on the colas to see the flames leaping.  The picture I sent to the office (which they have asked for many others in the past "for Proof") was the flames above the heads of these boys.  But instead of addressing the problem, they attack me, saying I need permission of the vandal's parents first.     This really seems wrong on so many levels, and has lead me to now take a stance like ******* **** words, "Let them do whatever the h*** they want!"   And I'm not sure who would address this issue of restoring what was  originally on the property vs just changing whatever they feel like. DCCA? RICO?  I asked if we could install vinyl fencing lasting 25 - 30 years, instead of replacing the wooden fence we replace every 10. And I was told it would need a VOTE.  
  

  This is ruining our community.
  

  Customer Answer

  Date: 04/24/2024

  I have not received the invoice.  

  by their own words I was to expect an invoice.

  "These are not costs charged from Touchstone Properties, but from the Associations legal counsel. If the legal invoice was not included with the billing statement, we apologize for that and the invoice will be mailed to her. "

  Still waiting for a simple 68 cent (64 for metered) postage stamp on an envelope, with one piece of paper inside. 

  But nothing.
  

  The company has failed to follow through and in addition so has the BBB.  What kind of game is being played here?
  

  Customer Answer

  Date: 06/18/2024

  Update: 32 days later, on April 29, 2024,  I FINALLY received the copy of the invoice from the Case ******** group originally sent to Touchstone. But with it came 5 additional unnecessary pages from Touchstone.  The only item I had requested which was not originally included in the envelope containing a statement from Touchstone Properties was the explanation of what the statement billing was for.  Starting with my unanswered attempts calling TS and receiving no returned calls, to several letters also with no response, this problem has taken a ridiculous amount of time to resolve.
  Why is it that this company cannot follow through on its own words?
  Touchstones response to my BBB complaint, stated If the legal invoice was not included with the billing statement, we apologize for that and the invoice will be mailed to her.
  I continued to wait for the copy through regular mail although I had requested it be sent to my email address.  It never came. Touchstone Properties lied because they did not even follow their own admission to send it.
  It took an additional 32 days with additional complaining updates to BBB stating Touchstone was not following through with their own statement to mail it.
  Then Touchstone wasted AOAO *** Hill money for the cost of sending eight pages TWICE.  First, through the **** regular first-class mail for eighty-eight cents, which I received on April 29, 2024. This eighty-eight-cent envelope although both in excess of information and 140 days late would have satisfied my request. But then I discovered through a pickup slip from **** Post Office stating my signature was required, left with the aforementioned envelope, that Touchstone repeated sending the same 8 pages for an additional $8.93 through **** certified mail.  This was TOTALLY UNNECESSARY and done to charge to my Association and thus myself for double the envelopes, copying, and postage. $9.81 a full 32 days after Touchstone said they would mail it and 64 days from the date I received the statement. 193 days from the original CL letter.
  It's appalling to know this is how this business operates, and the BBB seems to go along with this tactic.  Shameful to have no integrity. I have rejected the certified mail as it was redundant and unnecessary! TS should stop harassing me and do their job to preserve, protect and maintain my AOAO instead. That's what all of us owners are paying them for. 

• Initial Complaint

  Date:11/06/2023

  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 am a homeowner at the NobHill ******** properties, managed by Touchstone properties. On July of 2023, the lower level of my home was flooded by raw sewage from multiple units due to an external plumbing issue caused by *** Hill. *** Hills emergency plumbing was notified, a plumber came to clear the blockage. A claim has been filed through my homeowners insurance and *** Hill sent their insurance adjuster to estimate damages which claims has been made and approved in early September according to the adjuster. We were informed by the resident manager that *** Hills property Manager ********************* will work on processing the dispersement of funds, the week of September 19th. We emailed him Oct 25th, to follow up on funds but he failed to reply. We are asking BBB to follow up with Touchstone Properties to help expedite the process.

  

  Business Response

  Date: 12/08/2023

  Dear BBB

  This is a common complaint from homeowners who get conflicting details from insurers, their adjustors, and others.  Touchstone Properties resolves these insurance claims at the direction of the ***** of ********* and cannot issue any money until it is received.  Insurance adjustors will tell homeowners they have submitted the paperwork.  We have seen from weeks to months between the adjustor completing his work and the check being received at our offices.  Until the funds are received we can do nothing.

  Once received the ***** has to indicate to the Property Manager how to deal with the deductible as there are three options given by the condominium law.  Then the property manager has to do the hard work of determining what the adjustor assigned to each unit, calculate the deductibles, and then respond to the affected owners.

  The good news hear is that the check has been received and the work is in the property manager's queue of work at this time.  ************** should be receiving a let soon regarding this matter.

  ***
  

  Customer Answer

  Date: 12/11/2023

  
  {Touchstone} We have seen from weeks to months between the adjustor completing his work and the check being received at our offices. Until the funds are received we can do nothing.

  ~Attachment #1 -Statement of Loss- Touchstone contracted ***********************, Processed 09/12/2023 by *******************************;
  

  {Touchstone} Touchstone Properties resolves these insurance claims at the direction of the ***** of ********* and cannot issue any money until it is received.  
  
  ~Attachment #2 -Property Manager, ********************* confirmation Statement of Loss email. Received 09/19/2023 Forwarded by Resident Manager ***************** 10/02/2023
  
  {Touchstone} Once received the ***** has to indicate to the Property Manager how to deal with the deductible as there are three options given by the condominium law. Then the property manager has to do the hard work of determining what the adjustor assigned to each unit, calculate the deductibles, and then respond to the affected owners.
  
  ~See Attachment #3 -NobHill repair estimate- Calculated deductible, Prepared by ********************************* ************************* date entered 09/10/2023
  
  {Touchstone: ***}The good news hear is that the check has been received and the work is in the property manager's queue of work at this time. ************* should be receiving a let soon regarding this matter.
  

  ~The lack of urgency presented by ************ has shown a belated disregard for health and wellbeing for its residents. The lack of communication regarding the matter was non-existent prior to third party (BBB) and still remains unsatisfactory. 
  
  

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

  
  

  Customer Answer

  Date: 01/11/2024

  To whom it may concern, this message is to inform you that a month has past and  I did not receive any payment in regards to the damages nor have I heard anything from them.

  

  Business Response

  Date: 01/23/2024

  I contacted the Property Manager for *** Hill and he informs me that the insurance company has responded and that the Board has decided under condominium law how to assess the deductible.  The responses to the affected owners are in the queue to be processed soon and ************** will get a written response.   

  Customer Answer

  Date: 01/25/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/12/2023

  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.

  Lack of communication and employment of incompetent people!

  

  Business Response

  Date: 02/27/2023

  ********************** has been complaining that he does not get notice of ***** meetings nor minutes from same.  He also calls the property manager incompetent.  The property manager has contacted ********************** by phone and email and I have contacted him by **** explaining that the ***** meeting notices are provided in accordance with law and that minutes are available for review for free at the property.  He can also request copies of minutes.  ********* of Directors does not mail copies to all owners at the end of its meetings.

   

  ************************** request that the ***** provide minutes to him and to send him personal messages regarding the next ***** meeting should be made to the ***** of **************** Any and all Managing Agents take their direction from the *****.  Also, the ***** budget letter was mailed by us last November.  However, the property manager has agreed to let him know by email when the next meeting is to be held.

   

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