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:03/16/2025

  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.

  *** S. ******** is the property manager StoneKastle assigns. According to a great number of residents in my community, Mr. ******** often ignores our requests for service and his manner dealing with us is very unfriendly, and even hostile on several occasions. Based on his attitude, I can only infer that he thinks my community is not good enough for him due to some reasons. For keeping Mr. ******** on its payroll, StoneKastle has some serious issues as a property management company. i will only list two recent incidents during the last 12 months though there are numerous ones before --1. On 5/22/2024, I followed up for a rotten wood in my front patio, which I had first reported on 1/31/2023 after hearing no updates from him. Again, still in the queue according to him. Today is 3/16/2025 as this is being written. The rotten wood is still there.2.On 3/2/2025, I reported a leaking pipe in the wall of our rest room to the weekend helpline, which caused water damages. The plumbing contractor Partners ******** sent some over to open a big hole in our rest room and patched the leaking pipe as a temporary solution. On 3/3, Partners ******** submit a proposal for permanent solution along with photos for the damaged areas right after the incident on 3/2. When I followed up with an e-mail on 3/11, Mr. ******** simply replied he didn't see any photo. After confirmation with Partners Plumbing, I asked him why this hasn't been taken care of in a more timely manner and wanted to know if they can at least send someone over to replace the pipe first in case it leaks again while the proposal is still in the process of approval. Alas, I didn't hear anything back ever ******** this point, I have a reasonable doubt that Mr. ******** has hold grudges against me due to numerous incidents before particularly the one on 10/27/2023 when he got emotional after I simply mentioned residents in OC left comments on the internet though I never did.

  Business Response

  Date: 03/18/2025

  This is response to complaint #ID: ********, this service was approved by the Board on an emergency basis and reviewed due to budget allowance.  The service provider will be contacting the owner to schedule.
  
  This homeowner was service and the plumbing and temporary clamped, unfortunately, as much as we all would like the turn around of events to happen sooner than later due to inconvenience this is the protocol of living in a shared living community, with little resources and we find ourselves with the uncouthness of others.
  
  Upon your confirmation with the owner, would you please send the complaint closure confirmation.
  
  Respectfully,
  *** ********
  Stonekastle Management

• Initial Complaint

  Date:11/13/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 HOA monthly due $410 overpayment to ************ management made on Oct. 1, 2024.Contacted the business manager and the President responded it will be processed but would take weeks. Last week, I emailed Darien the President he did not response. Today I sent another follow up email, he didn't response either.

• Initial Complaint

  Date:11/05/2024

  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.

  Our neighbors condo leaked twice (9/16 annd 9/27) into our garage causing damage to our garage walls which is directly below their condo. *** has refused to send someone out to evaluate for mold exposure, repair our garage walls, or repair the plumbing pipes. The plumber they sent out after the first leak 9/16 only snaked the pipes and said the leak will occur again once the water backs up and HOA does not want to pay for fixing the pipes. Our garage has been smelling like mold since 9/16. Our HOA manager refuses to send any additional plumbers or vendors out to assess for mold, fix our garage walls, or fix the plumbing pipes in the neighbors condo. HOA manager *** has been promising to send someone out since 9/16 and stopped responding to emails on 10/11 despite multiple efforts by my partner and I to reach out and ask when someone would come evaluate our garage for mold risk, and damage to our property or reevaluate the neighbors plumbing. We pay monthly HOA fee and cannot get our HOA to help us with this issue that is threatening our health and property since 9/16. We have sent picture and video evidence of the damage to our garage walls to the manager and have not received any help or proper response to address our health concerns or concerns of damage to our property. Yet we continue having to pay for HOA fees without getting any help. We need a responsive HOA who is willing to actually repair the damage and assess for health risk since the plumbing and pipes are listed as HOA responsibility under our CC&R.

  Business Response

  Date: 12/18/2024

  For: ***** *****

          ***** Parklawn

          **********************

   

  The issue was the responsibility of the upstairs homeowner, in which the Association did the repair and will bill-back the owner in which the protocol is a neighbor-to-neighbor resolve matter.

   

  Thank you for your attention to this matter and closing **** #********

   

• Initial Complaint

  Date:06/28/2024

  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.

  The management never responds to any requests for help. We don't know where to input requests for home repairs, infestations, etc. I have been waiting a month just to get someone to respond and tell me what do about remotes in my home.

  Business Response

  Date: 07/12/2024

  Hello,
  
   
  
  I apologize for the delayed response due to the long 4th of July holiday four-day weekend.
  
   
  
  Regarding complaint ID#********, the consumer was responded to and informed that this is an interior owner maintenance treatment responsibility.
  
   
  
  The long response delay was believed to have referenced a past complaint ID#********, in which was remedied and closed, upon searching the Associations archives.
  
   
  
  The consumer has been corresponded to and request the complaint ID# ******** to be closed.
  
   

• 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 run the streets around my community several times a week. After several occasions where I was almost hit in an intersection where the contracted company that paved the community paired the stop sign limit line on top of the paved crosswalk, I reported it to StoneKastle (****) and the board around a year ago and was told it would be discussed at the board meeting yet nothing was done.

  Business Response

  Date: 10/23/2023

  The ***** of ********* at their meeting held on Tuesday, October 17, 2023 were asked if the striping at the corner of Zivi and Gird could be moved back as requested by ********************. The ***** voted unanimously to not restripe the intersection. Management does not have authority to restripe the intersection.

  Thank you, 

  Customer Answer

  Date: 10/23/2023

  I do not accept the response as this creates a safety issue to myself, my family, as well as other residents in ************* and adjoining communities.

  Business Response

  Date: 10/25/2023

  The Board denied repainting the street at their meeting held on October 17, 2023, they were provided his communication as well as the photos. I do not have the authority to have the streets repainted without Board approval. There is nothing more I can do to help this homeowner with his request. 

  Customer Answer

  Date: 10/27/2023

  I do not accept the response and will follow up with the ************* regarding the striping regulations as this isnt safe and its ridiculous that the community painted a white limit line on top of a light grey crosswalk

• Initial Complaint

  Date:09/23/2023

  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.

  StoneKastle Community Management is horrible. On a few occasions I've contacted **** to address issues, which are left unaddressed. She's rude and will just ignore issues that are pointed out.Recently I contacted her to inquire about the hours that parking rules are enforced in the community as there aren't any posted on the website, or in the CC&R and pointed out that my vehicle was cited (at 1am) prior to the hours that were previously enforced (2-6am). I returned home to learn that I'd been cited. I also pointed out that the security company is either showing preferential treatment or discrimination in its duties as the same night, I noticed a commercial vehicle 4 doors down that wasn't cited and has been routinely in violation for months without any type of enforcement (possibly in violation of state/federal law).I've pointed this out to the owner, ****, who has since ignored it, refused to answer simple questions, and failed to address the issue. I've also sent her pictures as proof of the violations that are being allowed.

  Business Response

  Date: 10/02/2023

  I have responded to ******************** numerous times, he isn't willing to accept my answer. I don't know how telling someone over email is rude, I have told him our patrol company does not have set days and times they patrol they are done randomly. The Board sets up the post orders and Management has nothing to do with it. ******************** has a driveway and garage that he is supposed to park within which is why his vehicle isn't Safe listed which is also done by the *************** The numerous times I have responded by email he would not accept my answer. I do not make the rules, patrol or cite vehicles. There is no selective enforcement within the community, and I do not know how to convey that any other way. ******************** has gone so far as to reach out to the Fire Captain for the fire truck he feels has a free pass, yelp, the Board President and anyone else he could complain to, perhaps parking in his driveway or garage would eliminate his frustrations. 

  Customer Answer

  Date: 10/04/2023

  I asked about the enforcement of parking as there is nothing posted. How do you enforce rules that don't exist? Can you impound a vehicle for breaking fictitious rules? I believe that would be illegal and theft. **** has yet to point me to the rules that are being enforced, which I asked for multiple times. There are none posted on the HOA's website, the community website, or on the property. She hasn't provided them here. Is she claiming you are never allowed to park on the street? Does that sound realistic? If that is the case, it isn't posted anywhere. It's simple. What are the rules for parking on the street? What hours is parking allowed? During what hours does a vehicle need to be safe listed? What are the parking rules since there aren't any rules posted by **** on any of the sites of the property.
  

  I advised her of preferential treatment/discrimination (violating Federal law) and provided her with photographic proof. She has yet to address the issue with the patrol company other than to repeatedly deny it. I've confirmed with the board that the info I provided her was factual and she ignored it. The vehicle I pointed her towards has been parked in violation for months without any enforcement by her patrol company and that it is her job as the management company to enforce the rules established by the board. I confirmed that the patrol officer had to have driven past the other vehicle when mine was cited based on the location of that vehicle (***** feet away on the same street). And regardless of my pointing this issue out to her to show the inequality in treatment, she ignores it and has not mentioned talking to the board, or ******* (owner of security company), where I've been advised she has already confirmed what I've told her is true, but hasn't acted. If she still insists that it isn't happening, then why is it the vehicles I pointed out were never addressed over the course of months?

  I also asked for the citation to be rescinded

  Business Response

  Date: 10/04/2023

  There are currently and have been there for years parking rules on our website it starts on page 5 listed Parking. Yes I have spoken with both Patrol and the Board President. We have been working on updated parking rules and plan to review and approve them at the October meeting. Once that is done they will also be placed on the website. The parking rules state you must park 2 cars in the garage and then use your driveway once all 4 of those spaces are used you are eligible to get a parking safelist pass. The vehicle ******************** feels is getting preferential treatment, Management was unaware of the vehicle until his complaint. From that point Management advised Patrol and the driver of that vehicle has applied for a permit. The ************** is not Managements patrol company they are hired by the Board. 

  Customer Answer

  Date: 10/20/2023

  The parking rules, as **** states, do not specify the hours in which parking is restricted or when there is any type of enforcement. The cover RV parking and commercial vehicles. So again Ill ask, at what time can a person park or not park on the streets in the community? And between what hours is parking enforcement? As Ive already asked ****, this is important as I was cited based on their directed hours of enforcement and gave requested that citation be removed. 
  

  as far as the citation goes, there are no guidelines posted on how to contest it, when a vehicle will be towed, how often a vehicle can be safe listed, etc.

  the Vehicle she has referenced does not qualify for a pass and based on the rules that are there regarding types of vehicles, which are also ignored or provided preferential treatment by the patrol company.

  And, the board and **** have been aware of the vehicle in question for months. It was just ignored. I confirmed it with the board, who advised me.

• Initial Complaint

  Date:08/12/2022

  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 pay something like $400/month to this HOA. I submitted a request to 1) get a weak/wobbly step repaired and 2) have our water boiler shut off so we can fix a leaking faucet in our kitchen. Both of these were submitted in early June. It is now mid-August. I got 1 response from the property manager, ***, after sending several requests for communication in. He said, and I quote, "Your request has not been ignored, due to the transition, items will be transferred over and prioritized as funds are being transferred, so we will reach out to you upon the Board directive."It has been over 2 months. The step in front is dangerous, and I've told them repeatedly if someone steps on it and it breaks, they will get hurt. The leak in our home has caused rotting of wood under the sink since it started because of their negligence to help.I don't know what else to do to just get them to respond and help. These are very small requests.

  Business Response

  Date: 08/22/2022

  To Whom It May ************** style="color: rgb(34, 34, 34); margin: 0px; font-size: small; font-family: Arial, Helvetica, sans-serif;"> 

  Re: Complaint ID#: ******** 

   

  Thank you for forwarding the owners concern.  The maintenance item in questions, does have a proposal in hand which will be reviewed by the ****************** of Directors for review and approval this week at their Board Meeting.

   

  Regarding their plumbing leak reported today, Ill let the owner know that its an owner maintenance responsibility and give them directive on the Associations boiler turn off policy.

   

  Should you have any other questions or concerns,  you may contact me at ***************************** or the office number of ************.

   

  Thank you,

   

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