ComplaintsforKeystone

• Initial Complaint

  07/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 15, 2024 I reached out to Keystone to notify of a change of ownership is forthcoming and asked for further obligations as I am at the end of the escrow process. Afterwards, a $1,150.00 fee was sent to escrow- with no notice to me. This fee is for a patently false HOA violation (that I moved in and out without paying the appropriate fee). Additionally, they reported that I owe a monthly payment and late fee for $620.43, which is also false. Ive been on autopay for years. I was able to get that latter removed. Myself, the escrow office, and my realtor to have tried to rectify this situation without success. I am being told I have to attend a meeting to plead my case. And now as a result, the escrow process has been delayed, and I cannot receive the disbursement of funds for the sale of my condo. I believe this is their MO, in hopes that one will just sign the papers (to pay the fraudulent fees) just to be done with it. In my opinion either they are trying to get away with theft, or they are utterly incompetent and negligent. Probably both.

  

  Business response

  07/25/2024

  Hello, I apologize for the misunderstanding.  The violation fine has be cleared up and furthermore removed.  As the very recently assigned manager I was unaware that escrow adds the move out fee for homeowners.   I have attached the most recent account ledger which shows the $1,300.00 fee removed. 

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is an environmental health issue above the unit I live in and through the building #6 at ************. ******************************* ***************************I have tried to contact management there and they refuse to interact. It's bad. It's been 14 months dealing with the Villa ******************* to fix the problem above. I have tried reporting to every agency I know; Environmental Health, Property Management, HOA Board members (all), Huntington Beach Code Enforcement and anyone else that can listen. I was rudely told to talk to Vector Control and the problem has nothing to do with my property but the HOA's. Why is there no organization in the world willing to approach the Villa ******************* and inform them of what a rodent infestation is, property damage is, an environmental health problem is, and that the neglect is wrong. Anyways... No one wants to do anything. Using this forum to try to get some action and resolve. Thus far in *********************************************** nothing.

  

  Business response

  06/24/2024

  Hi ******,

  The pest infestation issue has been resolved at ************* 

  Thank you.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The entire year of 2023 I have contacted this business ********************* ***) and informed them Via email and phone calls that the empty house next door ************************************************************* has a tree on its property that is causing my wife and I *************** Burden because the roots of the tree is interfering with my home's water pipes which has caused me previous plumbing issues. From these plumbing issues I had to file a claim with my ******************** which has now increased my insurance premium. Before this tree and its roots cause any more issues - I have pleaded with the *** (********************* - *************** Manager at Keystone Mgmt) to have the organization remove the tree and its roots because I cannot reach the owner and the home has been empty for years now. Please help me rectify this issue because I have tried numerous times to contact the *** and they have done nothing to fix this issue. However, every month they have no issue taking my $232.00 in *** Fees.

  

  Business response

  02/20/2024

  Hello,

  The Board and Community Manager are aware of this issue.  The tree belongs to the Owner of **** ****************. Owners are responsible for the front and back landscape of home.  Owner of **** has been notified by the Association regarding the tree causing damage to **** and fines were accessed for unkept landscape.  We informed the Owner of **** **************** the *** is not responsible for the tree, and advised they have their legal consultant send letter to owner of **** **************** demanding they remove the tree.

  The Community Manager spoke to the owner for **** **************** on 2/15th and told him about the complaint with the BBB and he stated he will hire Landscaper to remove the tree.
  

  Please let me know if you have any further questions.

   

  Customer response

  02/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************************
  
   
  

• Initial Complaint

  11/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My HOA fee is paid automatically by ACH every month. It's never late. However, starting in April 2023, the company charges an invalid delinquent fee every month. I have been communicating with the billing department several times. But the problem still happens till now. The company claims they are trying to fix the issue. But it's hard to believe it can take this long to fix a billing error. It appears that the company tries really hard to not fix this issue and wish the homeowner won't notice the invalid fee charged to their account.

• Initial Complaint

  10/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I scheduled a bill pay for Sept. assessment due to Keystone Pacific Property Mangement from **** of America. My bank posted a transaction on my account on Sept. 1, 2023, 5 business days after the check mailed out. Somehow the check was posted to my *** account on 10/06/2023. As a result, I was charged a collection fee and interest in amount of $31.47. I called and emailed the **** but nothing has been resolved and my balance is going up from month to month. I've been a homeowner of the property for more than 10 years. I never sent a payment late. This is slow processing issue on *** side for a whatever reason. As I do have the same bank for other ***(s) payments sending out the same date. And other ***(s) even post the payments to my account on the first day of the month. My bank offered help, but it seems no one is interested to get this resolved from *** side. One good suggestion from the *** to me is sending more payments. I did send a regular payment in Sept. 29 for Oct. Due, and additional one for Oct. Due again on Oct. 6. I made no mistake and did the ***'s favor. But the *** did is to charge me. This is very wrong. Please send me a refund! I also request a post marked envelop as that would be a proof of the early payment.

  

  Business response

  06/28/2024

  The ********************************************* approved a waiver of soft costs only for 100 ********** The delinquency department waived soft costs but the hard cost for a late reminder letter was not waived. This has been resolved, with no further action.

   

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have paid Keystone monthly *************** for a property for August and September. Keystone has misapplied the payments and have added late fees and liens to my account even though I have REPEATEDLY supplied them with the cancelled checks showing they received payment and never recieve any correspondence back. I've called and emailed at least five times.

  

  Business response

  10/25/2023

  We have reviewed the attached complaint.  Keystone has been working with the homeowner to correct the account.  The account has been corrected as of October 23, 2023.
  

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  As requested in emails to Keystone on February 6, March 22, June 5, and June 22, I requested that Keystone credit memo the fees totaling $430.62. This includes the $48.93 that was approved to be waived in the April ***** meeting that has still not been credited to my account.I reached out to Keystone on February 6, 2023, and informed Compliance Coordinator ***************************** that I disputed the fees on my account based on **********************'s failure to communicate any information pertaining to an outstanding balance or pre-lien notice, and any action required to update my automatic payments in the new portal. At that time, the fees totaled $242.25. Additionally, I made an early payment toward the March monthly assessment ($166.80) on February 26, and it was applied toward the fees instead of the monthly assessment without my knowledge or consent. I still have not heard back from the billing department based on my email to them on March 23, 2023.Pursuant to Civil Code ****, a pre-lien notice letter was not provided in accordance with Section ****, nor was any correspondence of past due debt sent to me. It was not until I contacted Keystone in February that any matter related to my account was communicated. Further, there was no prior instruction or communication to homeowners that there was an action required to update automatic payments that were set up in the prior portal. It was my understanding based on the email from Keystone dated January 12, 2023, announcing the upgraded portal and introducing the new app, that the prior recurring payment settings would carry over to the upgraded portal.My account with ********************** is still accruing inappropriate fees, despite several attempts to settle this matter. I am requesting that Keystone credit memo the fees totaling $430.62, provide an updated ledger showing my balance is paid in full and the credits have been properly applied, and my account is in good standing.

  

  Business response

  08/10/2023

  Dear ****,

  ************* manager responded to the homeowner last week and had submitted his fee waivers to accounting the same day.  ************* manager is awaiting confirmation that the adjustments to their account have been made.  Once this is confirmed the homeowner will be notified.

  Thank you,

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

  Executive Administrative Assistant to CEO

   
  

  Customer response

  08/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Chrysanthemum ******
  
   
  

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My concerns and complaints to the *** are not being fixed. The community has a issue with parking. Many times, residents are utilizing visitor parking stalls for countless days. The patrol who is contracted with Curtis Management do nothing to confront these violations.Second, the fence in my yard is broken and falling apart. It is dangerous to be anywhere near the fence because it has fallen down on me before. The *** is responsible to repair and replace these ********** but no action has been started.The amount of bugs and spiders from the hideous trees that pollute the neighborhood has caused an infestation around my home. I am constantly killing bugs. I am severely allergic to any bug bite so *** should be spraying bug killer more often.

  

  Business response

  07/14/2023

  First, Curtis Management is not under any contracts for any properties that we manage for homeowners associations. All contracts are owned and in the names of the homeowner associations we represent. This complainant has not indicated what community see lives in nor does she give her address for us to identify the community. Her complaints are with the associations board of directors and not the management company. She needs to send, in writing, her complaints to management and management will forward it to the ***** of ********* who will then give management direction as to how they want to handle the complaint. Going to the BBB is a waste of time because this problem cannot be solved in this forum and her complaint should be directed to her homeowners association and not the management company.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Curtis Management "manages" my HOA community, Vista Pacifica. They collected $500 in a special assessment and we were told the money was going to pay to re-seal the parking lot. It's been months and the parking lot was not sealed, yet the board and Curtis Management are reporting the money was spent. When home owners ask what the money was spent on, Curtis Management cannot articulate where the money went. They collected over $100k from this special assessment and the money has seemingly disappeared. Requests for financial transparency fall on deaf ears. Homeowners want to see an invoice!

  

  Business response

  04/12/2023

  This complaint is directed to the wrong party. Curtis Management Company collects special assessments on behalf of the client which happens to be Vista Pacifica. The ******************** of Directors directs how their funds are to be spent. Not Curtis Management Company. This homeowner needs to come to a board of directors meeting to speak with the board concerning this complaint. Again this is directed to the wrong party.

  Customer response

  04/12/2023

  Curtis Management Company is responsible for record keeping on behalf of the Vista Pacifica ************************ It is not the responsibility of the board to receive invoices, hold money, receive money, pay invoices, store receipts, and provide homeowners with financial records; this is what Curtis Management is contracted to do. Curtis Management continually side steps their responsibilities to the communities they "manage." Homeowners want to see an invoice! It is the responsibility of Curtis Management to provide homeowners this information, or the legal reason such information is being withheld. This response by Curtis Management is blatant example of their negligence to home owners and the lack accountability they have when it comes to other peoples' finances and the transparency lacking in their operations.

  

  Business response

  04/13/2023

  This person needs to the ***** of ********* what she is seeking as far as records are concerned. Curtis will forward that request to the ***** and we will forward any records the board requests.

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a condo managed by Keystone Property Management Inc., and during the sale I made requests the then owner initiate work orders with the property management company. He sent the inspection report with a request for work orders to the association manager at keystone, which outlined the obvious crack in the balcony above the unit and potential for water damage. He also memorialized in the email that the then property manager was requested to work on repainting a parking space deeded to the condo that had erroneously been painted a guest spot and is in fact deeded and private. The agent from Keystone responded on 3-17-2022 she had requested a proposal for repairs. A year later, none of this work has been done. The crack above my balcony, which has grown larger and is causing the stucco in the ceiling to bow, has not been fixed. The parking space I paid for and pay taxes on is not mine to exclusively use because it remains a marked guest spot so I cannot tow cars from a space identified as free to use for the community. No one from Keystone has voiced accountability for the delay or apologized, nor have they reached out to share an intended date to restore and repair the property. All I have received are excuses. The current association manager also said at one point its not an emergency. This after being told they were unaware, and that they change vendors, and that the previous property manager is no longer there, the current property manager is in a meeting discussing space, and that the weather hasnt permitted painting etc. After numerous emails, wherein I sent the deed, resent the email from the property manager, took pictures of the space wherein you can see it was previously private and is painted guest, no one from Keystone has voiced initiative to communicate, coordinate, and respond to the duties outlined in the CC&Rs and clearly their duty to fix.

  

  Business response

  06/28/2024

  *************************** decking work and parking spot issue was taken care of and closed out in 2023.

*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. ↩