![Not BBB accredited](https://m.bbb.org/terminuscontent/dist/img/non-ab-icon__300w.png?tx=w_120)
ComplaintsforKeystone Denver
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Keystone will not call me back. I've left ************************* multiple messages, emailed him, left a message on the general mailbox for Keystone, talked to ******* and was given his boss, *******'s, voice mail and still have not heard back iver the course of WEEKS. All I need is a new key card for the hot tub area since mine stopped working out of the blue but ******* says only **** can answer that question. Our community pays for property management services and yet we get no responses. There are many other owners in this community experiencing the same thing. It's sad that this is our new property management company as of a few months and they won't even get back to us!Business response
01/22/2024
Thank you for your message and we are sorry to hear about your experience. ************************* is no longer with Keystone. We are aware of an issue with the access control system that is being resolved. We will be able to confirm your key card works or issue a replacement one shortly. Thank you for your patience and we look forward to resolving the matter.Customer response
01/28/2024
Complaint: 21130779
I am rejecting this response because:The issue is still not fixed. ******* handed out new key cards at the *** meeting on Thursday 1/25. I tried mine that night and the key card worked. Then when I tried to use the key card 2 days later on Saturday, 1/27, both key card readers did NOT work and it didn't appear that the hot tub was steaming in the weather (meaning being on and functioniong). If the hot tub isn't working, or, the card readers aren't working, why aren't there emails being sent to the community to communicate these things with us?
Sincerely,
*********************Business response
02/02/2024
We have worked with ************** to resolve the issue. There was a misunderstanding with the operations of the hot tub, which has been fully operational. We have also met with ************** to determine that his Key card does work, but swapped out cards for a new one, just to ensure no more issues.
**************, please contact your manager, *******************************, if you have future issues so we can resolve them most efficiently. Thank you!
Customer response
02/07/2024
Complaint: 21130779
I am rejecting this response because:I picked up a new keycard from ******* last Thursday and tested it right there and it worked on the gate, no problem. Then I came back later that night and tested the keycard at 8:**** and it worked on the gate again. So I went home and got ready to use the hot tub but to my surprise the gate is locking at 9pm instead of 10pm like it's supposed to. I showed up after 9pm on two occasions and it didn't work either of those times. That's the best time for me to use it personally. Another couple came at the same time as me the 2nd evening and their keycard didn't work past 9pm either so it's definitely an issue effecting all of us.
Fortunately, I was able to use the hot tub during the day over the weekend. The water temperature was nice and hot but the dials that control the timers and turn on the jets aren't working. We ran into 2 other people using the hot tub that experienced the same thing I mentioned above.
So the 2 remaining issues are: 1) the gate is locking everyone out 1 hour earlier than it's supposed to every night, and, 2) the jets/controls on the side of the clubhouse aren't able to control the hot tub like they used to.
I will email this directly to ****** as well. Thank you
Sincerely,
*********************Business response
02/15/2024
****** will continue to work directly with you on resolving these issues.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.