Complaints

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

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  TreeStone Properties

  400 Chesterfield Ctr Ste 400 Chesterfield, MO 63017-4800

• 

  TreeStone Properties

  400 Chesterfield Center Suite 400 Chesterfield, MO 63017

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:03/17/2025

  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 have reached out to numerous times in the last 3-4 weeks and again last year regarding maintenance at my villa which ********* manages. nobody returns calls, no work gets completed. Assessments are always paid timely. I understand our HOA has plenty of money in their reserves and this is unacceptable. Nobody should ever use this company to manage their property. Next steps, the ************************.

  Business Response

  Date: 03/17/2025

  The maintenance requests have been received and submitted to your Board of Directors for review. TreeStone Properties must wait for direction from the Board of Directors on each request. Your requests will be handled when more information is received from your Board.

• Initial Complaint

  Date:01/13/2025

  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 am a disabled veteran and was in the process of being medically retired from the Army while also dealing with significant medical challenges when this issue with the *** began. The *** for my property has improperly charged me yearly assessment fees, even though my property qualifies as tax-exempt under Missouri Constitution Article X, Section 6. Their own covenant, specifically Section 5(h)(ii), clearly states that properties designated as tax-exempt are not subject to these fees. Despite my repeated attempts to contact them via phone and email to resolve this issue and inquire where to send the necessary documentation, I have received no response.This situation follows a previous issue where the *** illegally placed a lien on my house because they failed to update their records and continued notifying the previous owner instead of me. I only discovered the lien when I attempted to refinance my home, which caused the refinance process to be postponed and created additional financial stress. Despite not being at fault, I was forced to fight to have the lien removed, and the *** attempted to charge me additional fees during that process.The combination of the illegal lien, improper fees, and their failure to communicate has caused significant frustration and emotional and financial distress, particularly during a time when I was navigating medical retirement from the Army and dealing with serious health issues. I have made every effort to resolve this matter amicably, but their continued lack of response has left me no choice but to seek external assistance.

  Business Response

  Date: 02/05/2025

  Ms. *******, 

  We have tried to reach you to discuss this matter. After consulting with an attorney, we have the following information to share with you.  The tax exemption you reference is for prisoners of war who also have a total service-connected disability.  The medical discharge from the Army does not fall under this. If applicable, please provide documentation for a prisoner of war.

  The reference to the lien and late fees on your account was due to lack of information provided at the time of the purchase of your home. The lien was removed and fees waived in July 2024 when it was discovered the home had sold to you. 

  Thank you, 

  TreeStone Properties

• Initial Complaint

  Date:09/13/2024

  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.

  1. Treestone Properties is charging homeowners $8,710 for loss assessment for roof claim from March 14, 2024 storms. I work from home and I did not notice the roofs being assets. I contacted Treestone multiple times regarding roof damage with no preview. We were just made aware of this on August 26, 2024 and the amount is due by September 30, 2024 which is barely any noticed. My insurance only covers $5,000 so I will owe $3,710 which I can't afford. Without my knowledge or notice they charged me $400.00 on 09/05/2024 for Roof Assessment. In 2011 or 2012 all the roofs were replace due to hail and the homeowners were not charged. Other complaints are included below.2. This year our annual fee increased from $400 to $500 due to $5,000 worth of damages to our subdivision pool. Which we should be responsible for the kids parents should be and I reached out to **** ***** recognizing two of the boys and someone reached out that the other one has been identified as well but nothing came from late. (Please see letter)3. We never get a response from Treestone or any board members. 4. ***************** is horrible! I asked for a copy of the contract because we have no idea what they should be doing. They don't weed eat around the edges. They cut the same direction every time. I live on slope so they should lower the blade level or cut in a different direction because when they are finished cutting my grass it's still extremely tall so I have cut my own grass between when the lawn care does and I am highly allergic to cutting grass which is a health issue for me. The superintendent of the lawn care company and he said that I was not my yard is not being cut correctly but *** said they cannot do anything per the contract. (Please see attachment)

  Business Response

  Date: 09/16/2024

  Our responses to your questions are below:

  1. TreeStone Properties does not charge homeowners, rather the charges are from the *** and the insurance company. TreeStone administers these charges on their behalf. 
  
  As outlined in the policy, the deductible is 3% of the total value of the building or buildings affected by a claim not 3% of the total loss amount claimed. To put it into perspective:
  
  Total Insurance Value for All Units: $31,402,137
  Wind / Hail Deductible for Total Value (if all units were affected): 3% of $31,402,137 = $942,064
  
  However, in the current scenario where not all units are affected, the actual deductible applied was $853,603, as it reflects the value of only the affected buildings, not the entire complex.
  The confusion might stem from the interpretation that the deductible should be a flat rate of 3% of the claim amount, which in this case would incorrectly imply a much lower deductible. For this particular claim, the work on each unit involved differs. 
  
  Your account was not charged $400 on 9/5/2024. The ledger shows a payment for $400 was made on 9/5/2024.

  2. The decision to increase the master fees from $400 to $500 was made by the ****************** Board of Directors, not by TreeStone Properties. The letter you attached clarifies the reason they made the decision to increase the fees.
  

  ***** have submitted 6 requests through the Cottage account and 4 through the Master account since November 2021. All requests have been responded to.

  4. The lawn care contract is negotiated by the Board of Directors.
  

• Initial Complaint

  Date:09/13/2024

  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.

  The *** charges a monthly and an annual fee. Nowhere I have I signed and agreed to pay their managment company to give a letter to the title company when I sell my house saying all fees are paid. They are charging the homeowner who has access to the portal that shows that balance is paid in full. This is a scam. They are a horrible company and should be put out of business instead of being able to close a business with compaints and then reopen under another name. They are horrible to work with and ask anyone who has to deal with them. Why do they get to get away with this fee. It is extortion because I can prove through their portal that my account is paid in full! I would like my $350. returned immediately.

  Business Response

  Date: 09/17/2024

  Yes, Ms. ****** lives in an association that has a monthly and an annual fee. When selling a home, legal documents are required for closing. We process the requested documents for a fee, and work closely with the realtors and title companies to provide all requested documents in a timely manner to be ready for closing.  Ms. ******** title company requested documents for her closing and we processed the request. 

• Initial Complaint

  Date:07/08/2024

  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.

  HOA ****************** Treestone Properties charging homes way over the 3% deductible listed out in our insurance master policy without any explanation for what the charges are for. Our wind & hail policy has a 3% deductible, for a claim of $861,974.77 should be a deductible of $25,859.24 divided between the 95 cottages in our neighborhood ($272.20 per unit). But they are charging us $8,710 per unit and claiming that is apart of their deductible (99% of the claim) which is not true. Furthermore there is no invoice or desription of the work being potentially performed so we are not sure if it is just shingle replacement or underlayment, gutters down spouts etcetera that is supposed to be under their maintenance. They have not answered their phones to help clarify what the letter is intended to cover per these questions listed.

  Business Response

  Date: 07/26/2024

  TreeStone Properties does not charge homeowners, rather the charges are from the ********************** and the ****************** TreeStone administers these charges on their behalf. 
  
  As outlined in the policy, the deductible is 3% of the total value of the building or buildings affected by a claim not 3% of the total loss amount claimed. To put it into perspective:
  
  Total Insurance Value for All Units: $31,402,137
  Wind / Hail Deductible for Total Value (if all units were affected): 3% of $31,402,137 = $942,064
  
  However, in the current scenario where not all units are affected, the actual deductible applied was $853,603, as it reflects the value of only the affected buildings, not the entire complex.
  The confusion might stem from the interpretation that the deductible should be a flat rate of 3% of the claim amount, which in this case would incorrectly imply a much lower deductible. For this particular claim, the work on each unit involved differs. 
  

   

• Initial Complaint

  Date:06/04/2024

  Type:Customer Service 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 tried to shut off the water valve in my home but it doesn't shut completely. To replace the valve I needed the main valve of the building to be shut off. So I called the association asking for a maintenance request to shut off the main valve. They said my plumber should be doing it, which my plumber doesn't want to do coz that would be additional liability if something breaks on the main valve.I call the support number asking about it, the support person just straight up rude. She warned me either I pay for it or it won't be done. She wasn't even listening to the question about liability. I asked to speak to a supervisor, she just cut the call. This is appalling behavior from customer service.I don't want to be touching something that falls outside my unit and be held liable.

  Business Response

  Date: 06/21/2024

  To clarify fully here like we did in our conversation with the consumer: ********* of directors are the ones who make the choices as to the plumber being the one to shut off the valve (we aren't sure if the particular person was, but it should not be the homeowner who does so). We state that the plumber must be licensed and alerting the neighbors to the situation is the responsibility of the homeowner.

• Initial Complaint

  Date:05/09/2024

  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.

  Company collects HOA fees but will not fill simple maintenance requests for low ticket items. Their office staff is rude and always makes excuses for not performing as a property maintenance group.

  Business Response

  Date: 12/02/2024

  *** and Mrs. ******* called our office and submitted maintenance requests. Several of our staff took the calls and explained the request would be fulfilled in a timely manner. The request was completed and closed. 

• Initial Complaint

  Date:12/01/2023

  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.

  I am the original owner of a condo under the management of Treestone Properties. It was built in 2007. I have always paid my dues on time, both the yearly and monthly fees. My complaint is regarding a damaged window. Treestone Properties has denied a claim I made months ago to have this window replaced. They argue that windows are the responsibility of the owner, which I fully understand. However, the damage done to this particular window is due to a maintenance issue on the EXTERIOR of the condo, which is NOT my responsibility. All other windows in my condo are in perfect condition.I originally filed a maintenance request about this problem with ***** **************** in May of 2020. This was the company who was managing the property at that time. At this point, the window leak was small, but after I looked at the outside wall, it was obvious that the flashing and caulking on the wall of my building looked different than the outside walls of other buildings. This led me to believe that some work had been done, but it wasnt done correctly. The issue was never resolved and the leak slowly got worse. I again filed a request with pictures (attached), this time with Treestone Properties, who took over management later. My request was as follows: Im requesting maintenance for an ongoing issue I have previously contacted you about: a leaking window. Although windows are normally the owners responsibility, there are issues OUTSIDE causing the leak. There are two issues: faulty flashing and damaged caulk. The flashing along the window has a gap and is tilted UP ***** along the outside wall, causing water to pool there every time it rains. Water then leaks in through my window sill. Also, every other building in the complex has almond-colored flashing, but the flashing along my window is aluminum (?). It may have been replaced at some point but the installation was faulty, or something later caused it to tilt up after installation. You can see in other pictures how the outside caulking near my window is dried out, cracked, and shriveled. I can be reached at ************ to discuss this further. Im willing to get a professional opinion/quote for the cost of this repair.NOTE: This is an update to the maintenance request I placed earlier about the leaking window. On July 3, I spoke to ***** with ***** Construction. He and another employee were working on the flashing outside the windows in our building. He said the flashing could not be installed correctly, although they were trying to temporarily install it. He said the windows in my unit (the ones that have been leaking) need to be replaced due to improper placement. He said ***** replaced the windows in the unit across from mine about 4 years ago for the same reason. I also have a record of my correspondence with ***** ****************, who was the original ***. On May 27, 2020 I filed my initial request with them. Here is the request I made back in 2020: Good afternoon,I'm contacting you about the property at ******************** in the ********* Subdivision. A window on the front-facing wall leaks and cannot close all the way. It seems that the window is separating from the wall. Many other buildings in the neighborhood had have the same problem. Can you please advise me on how this can be addressed? Thank you very much.Because the damaged caused to this window was due to faulty flashing and caulking on the exterior, I am now requesting that the *** pay for a new window. According to the indentures, it is the responsibility of the *** to make exterior repairs and updates. All the other windows in my unit are in excellent condition. There are no other leaks or bowing in other windows. It is obvious the damage was caused by defects beyond my responsibility as the condo owner. I truly believe my claim is legitimate and having been denied is a small injustice. I believe the cost to have this window fixed is small relative to the monies collected by the ***. But the cost is high for a homeowner like myself. I would like to have this issue resolved by having Treestone Properties acknowledging their culpability because they never fixed the original problem; they should be the party who pays for the damage it caused to my property.

  Business Response

  Date: 12/12/2023

  ********************, you state, TreeStone Properties has denied a claim I made months ago to have this window replaced.  TreeStone Properties is the managing company for ********* ********************. We act on behalf of your ***** of ********** therefore TreeStone Properties did not deny a claim but passed on the information to you from your HOA *****. Per the Declaration, the Association is responsible for and fixed the flashing on your building. As you noted, the windows are the owners responsibility and therefore, your request to have them replaced at the Associations expense was denied.

  Customer Answer

  Date: 12/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I accept their response that the burden lies with the ***** of **********************************
  
  *************************

• Initial Complaint

  Date:11/15/2023

  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.

  Treestone properties is the *** for our neighborhood. It is expressly written in the Declarations for our *** that once 50% sales are reached, a resident/owner will be elected as a Director. (from the document)...After Declarant or any Successor Builder-Developer has sold and conveyed in the aggregate fifty percent (50%) of the Lots that *** be subjected to this Declaration to persons other than a Successor Builder-Developer, then Director 1, or his or her appointed successor Director, shall resign and his or her successor shall be elected by the Members other than Declarant or Successor Builder-Developer at a special meeting of the Members...Speaking with Treestone, they are stating this will not be done until all sales are complete. They are not providing clear and useful information on this. Are claiming they have to speak to their "superiors" but never provide information on who they are or when they are able to assist. We reached over 50% of owner occupancy / sales in mid to late September of 2023. It is now mid-November. We had received a letter asking for people to nominate themselves for the Director positions. But no subsequent notices have been sent to organize a meeting or vote. No information on their website shows the financial of the neighborhood, so there is no transparency is where our money has gone and what it is currently being used or budgeted for.

  Business Response

  Date: 11/30/2023

  
  Nomination forms were sent out and received back to our office. Ballots were then sent to all the homeowners to vote and return the ballot by a certain date.  Notice of the meeting will be sent out to ensure all homeowners in the time frame allotted by the indentures. The turnover between the Builder and the *** is in the works and will continue to move forward. 

• Initial Complaint

  Date:11/05/2023

  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.

  Birds are destructive to my building during their mating/nesting period. The white plastic cage that covers my dryer vent on the exterior of my building has been knocked off yet again. Ive submitted multiple requests for the cage to be replaced, as it has been replaced multiple times previously. Suddenly, Tree Stone Properties has decided this is a homeowner responsibility rather than them, the property management company they are to maintain the exterior of my building. Homeowners maintain the interior. Replace the plastic cage immediately. Youve replaced it multiple times previously when the birds are destructive. Do your job.

  Business Response

  Date: 11/06/2023

  According to the Montecito Terrace Declarations (stated below), a dryer vent falls under an owner's responsibility as it is serves only for the use of the individual unit and would not be covered by the **** However, after further review, the current ***** of ********* has chosen to cover the cost of the replacement of a homeowner's exterior dryer vent cover. We have no record of this repair being made for ************** in the past under our Management but it could have been replaced under the previous ******************* As a correction, we have issued a work order to replace ****************** dryer vent cover.  

  Per Article 7 Restrictions: 
  7.3
  Maintenance of Units: Each Unit Owner shall maintain, repair and replace, at his
  own cost and expense, al portions of his Unit requiring maintenance, repair or replacement
  including, but not limited to, air conditioning and heating equipment, hot water heaters, and all
  other appliances and equipment (including any facility and connections required to provide
  utility service to serve the Unit and no other)...

  Customer Answer

  Date: 11/07/2023

  Your request to replace the dryer vent cover has been assigned to ***** Construction. 
  
  Per the community declaration, this is not a normally covered maintenance. However, your ***** of ********* has chosen to cover this and your request has been assigned. We do not have any previous requests from you showing this was handled by a contractor previously but it could have been through the previous management company. 
  
  We apologize for the error and inconvenience this has caused. 
  
  TreeStone Properties

  Business Response

  Date: 12/02/2023

  Your request to replace the dryer vent cover has been assigned to a contractor. 
  
  Per the community declaration, this is not a normally covered maintenance. However, your ***** of ********* has chosen to cover this and your request has been assigned. We do not have any previous requests from you showing this was handled by a contractor previously but it could have been through the previous management company. 
  
  We apologize for the error and inconvenience this has caused. 
  
  TreeStone Properties