Complaints

This profile includes complaints for Keystone's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Keystone

  240 Commerce Ste 200 Irvine, CA 92602-5005

  
• 

  Association Management

  2318 S Eagle Rd Meridian, ID 83642

• 

  Association Management

  2318 S Eagle Rd Meridian, ID 83642

• 

  Keystone

  5050 Avenida Encinas Ste 160 Carlsbad, CA 92008-4382

  
• 

  Keystone

  30211 Avenida de las Bandera Ste 120 Rancho Santa Margarita, CA 92688-2158

  

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:01/31/2025

  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'm reaching out as I've attempting to work with my HOA. I currently reside within ***********, and am a home owner. Keystone informed me that I would have the wood on my balcony replaced, as there are significant safety concerns. I was notified by Keystone in July, and all surrounding apartments had their wood replaced or repaired, with the exception of myself. The wood is rotting and presents significant safety concerns. I've been working with **** ***** and was informed that the wood would be replaced in a timely manner. In our most recent conversations, I was told that I would have my balcony repaired by December 2024. I spoke with Tulu, mid-January and was informed that the wood would be replaced no later than January 31st. It is January 31st and I've only had a contractor come by and put a few ounces of caulk in between the rotting wood. This presents a significant safety concerns, as my next door neighbors stairs collapsed earlier this week. I like to have another manager or leader at keystone work on this repair as it's clear that Tulu is not capable of handling this repair. I'm concerned for my safety and would like this be brought to managements attention, so a resolution can be met.

  

  Business Response

  Date: 02/03/2025

  Dear Keystone Client,

  Thank you for reaching out. Please reach out to your community manager for updates and wait times regarding repairs. Please note that management is also reliant on the expertise of contractors and their schedules. Thank you.

   

• Initial Complaint

  Date:01/04/2025

  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.

  My HOA for Seacove, **************. Our HOA is Keystone in *********. I have been thru many companies because I have been the owner of my house for 30 years. In my in 30 years I have NEVER experienced such a rude, incompetent, unorganized, unfriendly and un understanding *** They have always ripped us off but its come to its time to stop them. There work on our properties have gone down from other *******. They have changed workers for less money and the work is still done for what you pay, unprofessional. Starting our HOA charges on Jan 2025. The charges were charged from $450.00 to $540.00. Its highway robbery and more. They painted outside of the town houses that is all and will repairing our roofs this year. It took them forever to do the job and it was not great. Keystone is making tons of money for the years they have been gauging home owners. When you call for a service it takes forever to get back to the homeowner and take care of their duties. My opinion is we have had them for too long and there are other companies we worked and were great, its time for a change. I cannot put up with these incompetent thieves.

  

  Business Response

  Date: 01/06/2025

  Thank you for reaching out. Please contact your community manager for further assistance. We look forward to best assisting you with this matter.

   

• Initial Complaint

  Date:11/17/2024

  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.

  keystone is a property management *** for my community. It collected $500 in refundable deposit which was paid along with architectural fees application of $250 submitted in May for our new home exterior project. The project was completed and approved in mid August and Keystone was supposed to refund the $500 deposit promptly. Upon inquiry in September, they stated the check would be sent. A month later, they said it was not yet sent due to their responsible employee had left the business. Since then, I had been calling and sending email to their office and was promised to have responsible person return call and refund the deposit. After numerous call and email to them, I have not receive the refundable deposit and have not heard from them again. Other residents in our neighborhood also have same problem with the refundable deposit refund. Please help. property address: *********************************

  

  Business Response

  Date: 11/18/2024

  Dear customer,

  Thank you for reaching out! Please contact your community association manager as soon as possible and we will help you through this process. 

  Customer Answer

  Date: 11/18/2024

  Their answer has always been to contact the community manager who works for them and until now, I have not received the deposit refund.  Previously I was told per email that they will be cutting the check soon (a month ago).  I had just received email again today from the community manager stating again that the check will be mailed this week.  Until I receive the check, I cannot accept this response!

  

  Business Response

  Date: 11/19/2024

  Thanks for the quick response. Please accept this response once you have received your check! There is no further action item requested.

   

  Customer Answer

  Date: 01/03/2025

  
  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

  Date:10/19/2024

  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.

  Purchased a Recreational Vehicle in December of 2023, spent $30,000 cash, did everything we needed to aquire the *** got warranty for a year and break attachments for truck; however, when finally dewinterizing the ** a pipe was busted, the ** is still brand new there were no prior issues when ** was in transit. We have returned ** for repairs because, it's still under warranty of 1 year. Keystone has taken several months to observe pictures of the damage deciding wether or not our warranty covers it, even though the ** is brand new and has been stationary since it's purchase. Since then, the keystone has deemed it "damaged" and will not be covered by warranty. The warranty should be highly considered to cover this, the vehicle is brand new and has not been tampered with whatsoever or used and has been protected in its stationary state, there's no outside influence of the damage done possible to the tankless water heater pipes just like any product I want it to be in top shape especially for such a large purchase. Suspicion of holding out til warranty is expired, it's been 3 months since we turned in the ** for repairs and for keystone to observe pictures of broken pipes it should not take this much time to determine repairs for these fixtures

  

  Business Response

  Date: 10/21/2024

  Thank you for reaching out. Please contact your community manager for further assistance and we look forward to helping you as soon as possible. There is no action item listed here. 

• Initial Complaint

  Date:07/20/2024

  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 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

  Date: 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

  Date:05/02/2024

  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.

  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

  Date: 06/24/2024

  Hi ******,

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

  Thank you.

• Initial Complaint

  Date:02/13/2024

  Type:Service or Repair 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.

  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

  Date: 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 Answer

  Date: 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

  Date:11/26/2023

  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.

  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

  Date:10/28/2023

  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.

  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

  Date: 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

  Date:10/05/2023

  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.

  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

  Date: 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.