Complaints

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The company has a number of shortcomings. The things mentioned happened multiple times, which should be viewed as unacceptable.1. Water shutoffs occur multiple times a year with no warning lasting more than four hours.2. No one ever answers their phone or email.3. Rarely are emails or voice messages responded to, whether it's a landlord/property owner or tenant reaching out.4. They never do any type of investigating when there's a complaint about a resident. Example: I was given a BS noise violation. The alleged violation was reported by a unit that hasn't been occupied for over 2 years! And they have their contact information posted on the outside of every building on the property so Anyone could lodge a complaint.

  Business response

  01/17/2025

  We manage homeowners associations, and refunds on assessment cannot be given. In order to help review and address the concerns, we will need to know information about which homeowners association this person lives in and their address so we can for the review the concerns. We would encourage them to just call our offices and request to speak to a supervisor if theyre not getting the expected service from their manager rather than filing a complaint here.

  Customer response

  01/17/2025

   
  Complaint: 22820921
  
  I am rejecting this response because: I have attempted to get ahold of a supervisor ******** times and as my complaint states, no one responds to my voice mails. My hoa is studio 80, where numerous complaints abound from the residents. Again, hence my complaint. Keystone is incompetent & inept and unable to follow thru on their mission statement. Shame on you for thinking you're doing a good job & deserve Any contracts. 

  
  You are worthless,
  
  **** ********

  Business response

  01/29/2025

  We have searched our records and do not seem to have communication from you. Your name is also not reflected in the membership roster for this HOA, meaning your are not an owner in this association. We'd like to review your communication efforts and ask that you forward your emails to our Director of Community Management, **** ******, at ******************************************************** so it can be reviewed and responded to. 

  Customer response

  01/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I am not satisfied with this outcome but I am not dealing with that a****** **** ******. He was with the last management company & had numerous complaints from numerous people because, just like this company he is an incompetent a****** I hope you show this inept ****** this response. 
   
  Sincerely,
  
  **** ********

• Initial Complaint

  01/02/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 12/10/2024 we received a 12/6/24 letter taped to our Town Home front door, which was addressed to me at ******************************************. I have not lived at that address, since 2017. The letter was a Notice Of Delinquency of *** fees on our property at ************************************************************************** owned by my wife, ****** *******-******, since *******, on which I joined ownership, after we married in 1985. My wife and I have never been late, nor missed making payments, previously. Prior to me having a serious illness in 2021, I had set up a Auto Bill *** thru my bank to pay *** Fees to ************** Property Management, then later, PMI, assumed receipts of our monthly payments of *** fees. After receipt of the 12/10/24 delivered letter, after Keystone failed to return calls made to ******** ****, Keystone accounting Dep., my wife spoke with our neighbors and found out that the Sunset Ridge Board of Directors changed the *** property management to Keystone, in June of 24, taking monthly *** payments, beginning July 24. The letter contains information of payments missing July Thru December 2024. Note that with our neighbors help, my wife downloaded the Keystone Connection App and paid the December, 2024 *** payment of $365 on 12/29/2024 in addition to $100, toward arrears, after pulling & researching the May. 1 thru November 29, 2024 bank ledgers, we confirmed that no ***ments had been withdrawn from our Bill *** account by ********************************** or ***, A credit card fee of $16.83, for using **** to make this payment, on-line, was, also, included, on 12/29/***** wife has sent correspondence and left voice messages for the Property Manager, **** **** and the accounting department to please contact us so we can develop a feasible plan to pay the 5 month arrears on the account, requesting that all late fees, interest & costs associated with the delinquency to be dropped, since we ask why didnt they write to us at the property? We are here.

  Business response

  01/03/2025

  We began managing this community on 7/1/2024. I checked the records from transition and the Florida address is the one that was provided to us by the prior management company as his mailing address during transition. We did not receive an email address for the owner in that contact information. This means the only way we communicated with him was with correspondence to the Florida address. Looking at the records now, we do have an email address and the address has been updated.

  The fees were assessed properly in compliance with the Association's collection policy. 

  Regarding the request to waive the fees, the Board for the *** will review that request and make a determination as to whether some or all of the fee will be waived. The owner will be advise of that decision once made. 

  Customer response

  01/08/2025

   
  Complaint: 22760048
  
  I am rejecting this response because:
  The business delivered a letter to the property, six months after the initial payment was due. Why didnt the business deliver the delunquency to the property six months earlier? We have been consistently residing in the property and receiving mail at the property owing *** ****. We had the payment in autopay and continued payment, when changes were made to two other property management businesses, without problems. 
  Sincerely,
  
  ****** ******

  Business response

  01/22/2025

  The Association collection policy and Colorado law note the way past due accounts are handled and how communication is sent. The owners of the property were sent notices on 10/7/24, 11/6/24, 12/6/24 and 1/06/25 regarding the past due balance. Per the collection policy, all notices are sent first class mail to the mailing address on file, which until recently, was the address in *******, where the owner indicates he no longer lives. The one letter received to the property address in ******** on 12/6/24 is the Notice of Delinquency and, per the collection policy, is posted at the unit door in addition to mailing. That is why that notice was the first one received at the property address. 

  As noted previously in our replies, if you would like to dispute some or all of the charges, you may submit a request to the Board of Directors for their review. If you wish to pursue that, please email that request to your Community Manager, **** ****, at ****************************************************** so he may present it to the Board of Directors for review. 

  We will no longer correspond via BBB on this matter. Please send all future communications to you Manager, **** ****. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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. ↩