ComplaintsforPowerstone Property Management Inc

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There was an attic water leak in our condo, in March of this year. We have tried for six months to get Powerstone to pay for the leak repair. We have pointed out the page number and paragraph in our governing documents, how Powerstone, the *** is responsible. They refused from the start, but have never given us a written explanation, showing page and paragraph why the *** is not liable for the leak repair.We have given them documentation of an identical attic water leak in 2022, where the then *** company paid immediately.They refuse to anwer our email requests. The refuse to give us names and phone numbers of our board members, so we can contact them.Powerstone has refused three requests to place our issue, as an agenda item, at our Board Meeting

  

  Business response

  09/23/2024

  Thank you for bringing your concerns to our attention. I want to assure you that the manager is diligently working to gather all relevant information regarding the situation.

  From my understanding, the owner attended the August ***** meeting where he expressed his frustrations and requested reimbursement. The ***** clarified that these matters are generally the owner's responsibility and advised him to submit a formal reimbursement request, which we have not yet received.

  The owner also requested contact information for all ***** members. Unfortunately, that information cannot be shared. However, any information that the owner would like for the ***** to review can be sent to ****** ********** and it will be sent to the ***** on the owner's behalf. 

  ****** ********** from Powerstone has reached out to the owner to request a formal submission so we can provide an official response. Until we have a formal request for reimbursement, there is not anything for the ***** to approve or deny. 

  I appreciate your patience as we work towards a resolution.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am an owner of a property in *******************, 26XXX ******* ****************. I reported a leak in January to the Account Manager ******** and they started to send people to patch the roof while the raining season was gone. At the same time the unit had some internal damage due the same leak which I started to ask the Account Manager when it was going to be repaired. Since that time I have had multiple contractors evaluating the same issue and few jobs done without completion. As of today, almost 6 months after the first e-mail, the roof has not been fixed which could create more damage if the raining season start again and inside my units the repair has not be done either. Account Manager is not responding to e-mails or calls which is leaving me with not many options. At this point we are considering to bring this issue to a lawyer to see where my rights are as an owner. This problem is causing financial burden in my family and I can't rent the property nor move **************** *******

  

  Business response

  06/05/2024

  Good Afternoon,

  I am so sorry that you are dealing with this issue as I know how frustrating these matters can be. Please note that Powerstone works at the direction of the Board and both the Board and Powerstone are working hard to push this issue forward. 

  The Board has approved many roof replacements, and the vendor is ready to complete the work. however, there have been some struggles with the City regarding the new roofing system. The City is requesting certain documents that we are working hard to get over to them as quickly as possible. Your residence has been requested as one of the first roof replacements. ********, the Community Manager, has been asked to keep you updated. 

  We hope to get this addressed ASAP!

  Sincerely,

  ***********************;

  Customer response

  06/06/2024

  Hello,

   

  I really appreciate the response but the problem is that ******** doesn't respond or communicate with the affected residents. It's a lack of professionalism do not respond to e-mails or calls. As Manager she must respond and explain to owners the delay on this project that is causing frustration to people living on the properties.

  ****** & *****

  

  Business response

  06/06/2024

  Thank you for your feedback. I will ensure that ******** is more communicative with the membership regarding the upcoming repairs.

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Once again, this management company completely disregards the lives of the human beings living in the very homes they are supposed to serve. Eledely handicap parents noticed leak on the middle of bedroom floor, reported to *** immediately. 3-30, They get a plumber out right away to fix it on 4-1.....nope, this first visit is to investigate, The plumber tells us what needs to be done, sends in report to *** and tells us he should be back by Thursday to get it fixed...Friday rolls around and nothing, no call no nothing, so almost two weeks later, on 4-16-24 when I reached back out, they lied about giving the plumber approval almost a week previously. So I called plumber back, they confirmed the *** did not send the approval as stated. So plumber is finally able to get out there to stop a water leak reported on 3-30-24 on 4-19-24, almost THREE WEEKS later. There is zero water damage on any walls, so we're expecting to get drywall done so my parents can get off the couch they are forced to sleep on and get back into their bedroom (WHICH WAS ALL EXPLAINED TO THE ***). Still no calls on Monday....I finally started handling the project management and doing Powerstone's job for them. I reached out on Monday reminding them that the drywall now needs to be done (which they had not yet done by end of day on Monday). So the call on Tuesday (4-23-24) for what I think is to fix drywall...no..after the plumber has said that there is NO water in the walls, the company is NOT coming to do the drywall, but is coming to inspect for water (which their own entrusted/contracted plumber already said there is NO water)...so they get out there to inspect for water on 4-24-24, and they say there is no water. BUT THEY WILL NOT schedule an appointment until they get approval from Powerstone about there not being water in the walls, which the plumber already told them about two weeks ago. Finally, drywall will be done 5-6-24....6 weeks later (for what should be a *** of a 2 week project)

  

  Business response

  05/06/2024

  Good evening,

  I understand your frustration and I am so sorry that you are having to deal with a leak inside your residence as that is very upsetting for anyone.

  Please understand that as the managing agent we work at the direction of the Board and their policies. We have zero decision making authority. We also don't coordinate or have any power over vendor schedules. From my understanding all of the work is done, and the drywall repairs are left, and that work was approved on April 26th and is scheduled for next week. 

  We apologize for the delay and have high hopes your home should be as good as new in the near future!

  Please feel free to reach out to me directly should you have any questions or concerns. 

  *********************
  Chief Client Officer
  ********************************* 

  Customer response

  07/11/2024

  *************************** is the only decision make for the ************** He purposefully neglect repair requests in an attempt to show better reports and numbers to his superiors. Our gate from the parking lot to our home has been falling apart for years. We have asked many times for it to be fixed. In February, it became stuck, we asked yet again to get it replaced. it once again was not fixed. *** dealt with it again and again and now asked again in May for the fence to be replaced altogether because it doesn't work at all. My parent literally cannot get into their home and *************************** is happily ignoring their needs. Please first FIRE ***************************. Secondly, Let my handicap 70 year parents be able to get into their home by giving them a working gate. We asked many times. This is literal criminal neglect.

  

  Business response

  07/15/2024

  Good Afternoon,

  I apologize for your frustration as I know how frustrating that these matters can be. Please note that as the managing agent, we work at the direction of the Board. We are not allowed to make decisions outside of their authority. ******* has had the gate reviewed a few times and the Board will be reviewing the vendor's findings as soon as the proposal is received. 

  Over the past few weeks, the management of *************** has actually been transferred from ******* to *********************. I would recommend contacting her for an update. She can be reached at *********************************** or her direct line is ************.

  Customer response

  07/18/2024

  As the property management company, you are well versed in the laws affecting the community. Items that end up prohibiting the entrance to one's dwelling, for a legally handicapped person nonetheless, you knowing about it, and not fixing it, falls under federal laws. Your property manager not ensuring the repair has been made to enable safe entryway to a home is on you guys. I believe you are now falling under breaking laws within **** Why are you allowing your property manager to break federal laws?

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am requesting a refund for the payment Powerstone PM received on 4/5/2024 for $718, as Powerstone PM no longer manages the property at *********************************. I was never informed by Powerstone of the change in management, therefore did not cancel the automatic bill pay from my bank. On April 5, 2024 I spoke to ****************** directly requesting the funds be returned. At the time, ****************** advised that the payment had not yet posted or been received. ****************** claimed that she would reject the electronic payment once received. On April 10, 2024 I has a subsequent conversation with ******************. ****************** advised she still did not have any record of receiving my payment. I emailed ****************** a screenshot from my bank with the electronic confirmation number. She claimed she would look into the matter. Additionally, on the same day I had a **** of America representative reach out to the billing department to confirm electronic payment was sent and received. a voicemail message was left from BofA.On April 12, 2024 I again had a **** of America representative contact Powerstone PM and was conferenced in with billing employee ******. The representative provided ****** with confirmation that the electronic payment was sent and received. ****** claimed he does not have any record of the payment, despite the payment being sent from the same account every month for more than a year. He advised that once the payment was located (3-4 weeks) it would be forwarded to the new management company. I explained to ****** that I have already paid the new management company and want my money returned to me. **** of America representative faxed confirmation to *************************** I have consistently paid my dues on time and have never had any issues. I am not sure how my payment has gotten lost? I am requesting the funds be returned to my account either electronically or via check.

  

  Business response

  04/23/2024

  Good afternoon,

  I spoke to ***********************, the head of our AR department and she informed me that this has been resolved. I apologize as this sometimes happens when there is a management company transition, but I can assure you that the refund is always processed. I am happy that we could assist you with this process. 

  Sincerely, 
  *********************
  Chief Client Officer 

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Powerstone Property Management Company ************************. . I believe I am being targeted by this company because I am African American. I had an issue with Rodents coming in through the garage. I contacted the company for 3 months asking them to have someone come out and inspect. I called the San *********************** and continue to contact the company. I have pictures. This company allowed rodents to freely come into my garage for 3 months with out doing anything. I have pulmonary lung issues. This can be confirmed by ******. Rodents carry disease I explained this to the company. I now have a large Bird nest on my home. Clearly outside I contacted the company on March 14th asking them to send someone out. They lied to me and told me they sent someone out to remove the nest and the Birds returned. That is a lie. I was there when the bird people came, they DID not remove the nest. They don't take my calls even though I pay them 600 dollars a month. They have constantly increased my HOA fees since I have lived in this unit. I felt threatened by the HOA head person she came to my house twice wanting to talk to me without taking care of the issue. I felt threatened and harassed by her *******************************. I have contacted their office on multiple occasions asking them to come and pick up the sticks and dirt that the birds are dropping in front of my garage and the bird p*** to no avail. They have not done anything. Bird p*** can carry diseases that could be tracked in my garage by driving through it every time I enter and exit my garage. Histoplasmosis is an infection caused by breathing in spores of a fungus often found in bird and bat droppings. I have spoken to other residents in the development, and they have not been treated this way. I want the bird nest removed and I want my garage floor professionally cleaned.

  

  Business response

  04/09/2024

  Good evening,

  Unfortunately, bird nests are part of nature, and the *** only has so much power. It is not within the ***'s budget to have the bird nest removed every time it is rebuilt. As *******************************, the *** Manager, has shared with you multiple times, the Board will review this at the next meeting. As the managing agent, Powerstone works at the direction of the Board and the Board will confirm how they want to address the situation at their next meeting, which you are more than welcome to attend. 

  Sincerely,
  ***********************;
  Chief Client Officer 

  Customer response

  04/09/2024

  Could you please share with me the pictures from the pest removal company.?  I was at home when they came and I did not witness the company remove anything. I watched them the entire time 

  It is a flat out lie. For you to say they removed the nest the first time.

  THEY ABSOLUTELY DID NOT. 

   

  

  Business response

  08/28/2024

  Good Afternoon,

  I apologize for the delay as I was under the impression from the vendor that this was handled. They do not have a photo, but I have since asked them to reinspect and the item as has been addressed. Should you continue to experience any issues, please contact me directly for further assistance as I am always happy to assist you. 

  ***********************;
  ************
  ********************************* 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Powerstone Property Management company took over as the *** company for ************ *********************** last year 2023. I contacted *************************** the second *** manager hired for our community regarding an inspection violation I have been attempting to resolve for the past year. I became aware of a violation from a fine that was billed to me by one of the previous *** companies. I have spoken with multiple *** managers attempting to find out what the violation was for since I never received notification that there was a violation. Having gone around in circles attempting to get answers for the reason for the fine I gave up and agreed to pay the $200 fine but I asked ***************************** to remove the late fees that have accrued. ****************** stated that he would not be able to remove the fine because the ************ board would not remove the late fees. I emailed ****************** asking if it was the ************ board of directors that wouldn't remove the late fees or if it was Powerstone Property Management. I have still not received a clear answer.I am able to forward all email conversations between myself and the *** managers from Powerstone and the other *** companies I have attempted to resolve this issue with.

  

  Business response

  03/03/2024

  Good Evening,

  Please be advised Powerstone is the managing agent for your association, and we work at the direction of the Board. I have spoken to *****************************, the Manager, and he said that he has spoken to you and offered to bring your requests to the Board for their review. The Manager does not have the authority to assess or reverse fines. The Board makes the decisions to fine owners, and they must also make the decisions to rescind any fines. ******* is happy to take this to the Board for their review. Please confirm with him that this is what you would like so that he can add it to their next agenda. 

  We are happy to assist in any way that we can! 

• Initial Complaint

  01/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I sold my property at 36 Elderglen but Powerstone continues to charge me *****************. I tried reaching out to ******************* ******* and *********************** who handles my community to no avail both by phone and email and gotten on response. It's been more than a week going on the second to date. Shouldn't they contact the new owner for the *************** on a timely manner? If they fail to do so and that they charged me in error, shouldn't they refund me my money after being contacted? Not sure what the issue is with their company.

  

  Business response

  01/17/2024

  Good Evening,

  I am sorry to hear that you are experiencing this issue. Sometimes this is due to the paperwork, from the escrow company, taking too long to transfer over for various reasons. I have shared this with ***********************, our AR Manager, and she will be contacting you personally to ensure that this is resolved. If you prefer to contact her first, her contact info is: 

  ***********************
  Accounts Receivable Manager
  *************************************
  Direct: ************

  Should you have any additional questions, please reach out to me directly for resolution.

  *********************
  Chief Client Officer 
  ************
  ********************************* 

  

  Business response

  01/17/2024

  Good Evening,

  I am sorry to hear that you are experiencing this issue. Sometimes this is due to the paperwork, from the escrow company, taking too long to transfer over for various reasons. I have shared this with ***********************, our AR Manager, and she will be contacting you personally to ensure that this is resolved. If you prefer to contact her first, her contact info is: 

  ***********************
  Accounts Receivable Manager
  *************************************
  Direct: ************

  Should you have any additional questions, please reach out to me directly for resolution.

  *********************
  Chief Client Officer 
  ************
  ********************************* 

• Initial Complaint

  10/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I live in a condo where I do not own the pipes. On 12/18/22, I had a leak in my condo, and I called the community association Palm Garden, and they sent their plumber and leak remediation person. At the direction of the **** my kitchen and bathroom was torn apart, with the walls taken down to studs and my cabinets destroyed. Unfortunately, since the *** never came to see the damage, their approved vendor did excessive work. I filed a claim with the *** insurance company, *********** ***************************** I had all bills submitted including the two ***************** and the $16,236.89 in damages made to my condo to the ***********. ****** from The *********** confirmed on 4/19/23 payment in the amount of $8,127.56 had been issued to the community association, in payment for my claim. ****** also confirmed that there was a $10k deductible that is ***s responsibility. ***********************<***********************************>with Powerstone Property Management (the managers of the **************************************** has confirmed receipt of the payment but is checking with the *** s attorney for next steps. The *** has been holding the money since April 19, 2023, with no resolution in sight. I have repeatedly reached out and gone to *** board meetings for the past 6 months, only to be told excuse after excuse, and delay after delay. This is no longer acceptable and I am requesting your help to recover the $16,236.89 owed. Thank you!

  

  Business response

  10/24/2023

  Good Evening,

  I apologize that this matter continues to be an issue for you. I have spoken to the current Manager and have received an update as to what has taken place, to date. This matter is being addressed by legal counsel and a response will be forthcoming to you by the association's counsel in the near future. In the meantime, you are more than welcome to contact me in the office for any updates at anytime as I am happy to assist in any way that I can. My email is *********************************. 

  Sincerely, 
  ******* Kay 
  CCO

• Initial Complaint

  10/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Powerstone has repeatedly issued inadequate communications to residents of managed property (Pelican Cove, ********* **).Notices demanding unit access with little or no lead time, with dictated, inflexible hours during normal workday times. (Friday email demanding access on Monday at an unspecific time between 9:00am and 3:30pm). These notices regularly use condescending language threatening fines, penalties, and even suggesting the owner will (illegally) assume fiscal responsibility for the repairs which are legally covered and obliged within the *** / management company's responsibilities, if the demands are not met. Powerstone also invariably issues all these notices completely devoid of any contact information or company point of contact name. Emails are sent solely from a no-reply email address.This company moved in and took over for the previous property management company in approximately 2022. During that period they were also incapable of properly notifying existing property owners and providing their new contact information.Powerstone's relationship with the residence of Pelican Cove, ********* ********** (and likely their other managed communities) is antagonistic, toxic, and they engage in questionable practices to avoid liability for their contractually obligated services and responsibilities.

  

  Business response

  10/25/2023

  Good Afternoon,

  I am researching this matter with the supervisor on this account and will respond ASAP with an update. I apologize for the delay as the Manager has been out of town. You are also welcome to email with me directly at ********************************** I will get back to you ASAP and thank you for your patience. 

  *********************
  Chief Client Officer 

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Property management company advertises electric charging for free for residents. After trying for weeks to charge with no access as well as calling the company 10+ times before getting a response, I was told they need to work on fixing them with the owners of the charging stations. I went back and forth with them for months to which they provided me no solution and told me to contact my landlord, which I did, and they still have not provided any solution through that avenue. The *** charter is dated before they took over and has no reasonable terms for common area repairs, but rather states to contact the previous *** manager who is no longer in position and at a location that no longer exists. I have been waiting for 5 months now, and paying *** fees through rent for 5 months now, to not have access to an amenity that was promised at the time I moved in. It has been 2 months since I've last made contact with them and there is still no resolution. The "alternative" charging location they offered is half a mile from my condominium and costs a considerable amount more than gas due to the fact that they don't own it and our *** fees aren't going towards subsidization, but rather they told us to go charge our cars at a random business' parking lot nearby.

  

  Business response

  10/11/2023

  Good Morning,

  I would be happy to look into this for you, but I need to know what Association you are referring to. If you could email me at ********************************** I would be happy to assist you.

  *********************
  CCO

*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. ↩