Complaints

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:01/03/2023

  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.

  I live a Opechee Gardens managed by Keystone in Concord,NH. I recently found a bed bug on my wall in my apt so I alerted them about it immediately. Maintenance came over the next day to check my mattress, couch, and recliner. I was sent a text that they found nothing to show bed bugs. They had an exterminator come over to check the apt more thoroughly. Their rep at Keystone stated I “had to sign something before the exterminator came”. They didn’t tell me what I was for. He also found nothing. That doesn’t mean it didn’t come out of the walls! They cannot prove I brought anything in. I asked the exterminator (I have cameras in my apt) if he had been scheduled to check other Apts, he said no. I thought that was unusual but I’m sure it was to put the blame solely on me. The exterminator also told me they have treated these buildings before. Keystone just placed a balance of $125 on my account, most likely a charge for the exterminator. They are trying to blame me for the bed bug problem in their building. See you in court! Where you will have to prove I brought in a bed bug and that it didn’t come from another apt or within the walls.

  Business Response

  Date: 01/04/2023

  Please see Keystone Management's response to your complaint attached:
  
  After reviewing the BBB complaint noted above, it seems as if the tenant, ******** ***** is complaining that she has to pay for the inspection that was done on her apartment by our Pest Control Professional for bedbugs after she reached out to he Property Manager making him aware that she found what she believed to be a bedbug in her unit. 
  Our policy (and the Lease the Tenant signed) is that after you have lived in your apartment for 30-days or more and you have a pest issue, it is the tenant's responsibility to pay for remediation and/or inspections for pests when brought to our attention. (If you have an issue with pests within the first 30 days of residing in the unit and you make us aware, we will absorb all cost to inspect and remediate.)
  We made the arrangements and attempted to give the perparation for remediation documents to the tenant (incase remediation was necessary) however she refused to meet our staff to review and sign them. Our pest control professional did his inspection and determined that it was only the one bedbug and that her unit was clear, so no further remediation was required. 
  As the tenant states herself in her complaint, there was only one bedbug found on her wall and no further signs anywhere in her apartment. We had not received any other reports of pests from residents in her building therefore, it is the conclusion that the tenant had possibly carried it in from somewhere she had been previously (which is a very common occurence).
  As the tenant has lived in her unit since May 13, 2022, well over the 30-days, and because there was no other indication that any other tenant in her building had any issues with pests of any kind, she was charged the fee for the inspection from our pest control professional.
  We have every right to charge this fee and will not be removing it from this tenant's account ledger. 
  Sincerely, 
  Michelle L****, Paralegal

• Initial Complaint

  Date:10/03/2022

  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 had moved in and signed lease which was prorated on 9/17/2015, only late 2 times in 4 years, never had any neighbor complaints on us but I decided on 2021 to go ahead and buy a home in hickory because I decided to stay here with my work, we brought a home and moved in 10/28/2021, Thomas who was property manager at the time was informed of our plans to move and that we was not going to sign a new lease, we had problems with the neighbor and their illegal drug use and was ready to leave. We turned out keys in on the first after making multiple attempts to give Thomas in person but he keep stating " in Morganton, be back later", I have all the corresponding emails from him, but we found out we was charged for the month of November but we have all receipts and proof we were gone by then. I've attempted to call him but was given the run around, I've attempted to call keystone management but was told to call new property manager, I've spoken with Taylor over a week ago who promised to look into it but has not called me, I've called and left message , no call back. They have threatened to put on our credit but have made no attempts to fix this.

  Business Response

  Date: 10/04/2022

  Hi ******

  I apologize for this whole incident it's not the Keystone way nor the way we do business.

  Thomas is  no longer employed with Keystone as the way he dealt with this situation it's evident he was not a good fit. 

  I have reversed the rent charge for November as well as the pet and late fee. 

  You now have a credit of $200.00 (the security deposit) .This check will be mailed to your new address sometime this week. 

  Take Care,

  Sandy Q****