Keystone Pacific Property Management

I have worked with Keystone Pacific Property Management both professionally and now as a homeowner in a gated community that Keystone has managed since its inception 16 years ago. They are totally professional and work very hard at fulfilling everything they commit to accomplish. This comes from the philosophy of their upper management team and is imparted to all its community managers. They are also completely up to date on current state laws and regulations so that they can keep the boards of directors well informed and keep the association from having any contested issues.

I would give a 0 if I could. Worst HOA we have (we have homes in several hoa neighborhoods, this is the only one we have problems with). We received a fine on something that has been that way before they recently acquired our neighborhood. Suddenly, it’s against the rules (home was purchased this way 10+ years ago, and they took over HOA and now want something with the soil on the patio changed. They supposedly send a first notice (which we never got). We fix the issue right away, then afterwards we receive a fine notice because we didn’t attend the HOA meeting. (We were told by our contact there we didn’t need to attend. Then she let’s us know that is why we are being fined??? I know, doesn’t make ANY sense.) I finally write up something to be presented to them in regards to the fine. Our contact emails me that they won’t reverse the charge and won’t listen to our case. Ummmm still doesn’t make sense.
They have terrible communication. They don’t care. They are in it just for the money.

Filed a complaint against a neighbor on 2÷15÷16 just to find that they took the Presidents Day off. I didn’t realize that they were a government agency. Its a shame that they charge so much in fees only to treat their employees as though they were government workers entitled to all federal holidays. Its now 2÷17÷2016 and I still haven’t received a response about my problem with my neighbor! I guess they’re still on a holiday

They charge you tons of money for any permits or rentals but doesn’t hold responsible incase we have a problem with any of their services.

Good luck getting a human on the phone. No answers the phone or returns messages. Turnovers cause lost paperwork where we need to re-​submit. No help getting community problems resolved cause no one is home or they keep dropping the ball. In a brand new community, have dead trees and weeds growing in the common areas.

This 5stars review is related to the Vellano community at Chino Hills. The reason why I gave 5stars is because Keystone is the worst property management company that I have ever seen. Actually, they should be rewarded 5stars as worst company of the year! Every year!
Most residents here are Asian people nowadays and they don’t speak perfect English. Keystone just takes advantage of that, enforcing the rules that are beneficial to their budget, giving hard time to those residents who have minor violations. They answer your question on the HOA meetings and they also try their best to kick the question back and telling you to take it as they tell you to. Talking about service, Keystone provides SELF SERVICE. The association manager never answers your call, not even emergency calls. But they tell you «do not hesitate to contact me»! Yes! Keystone Pacific style «Catch — 22».
So basically residents are still keeping this awful company because they didn’t have chance to fire Keystone Pacific — not because they are satisfied. Anyone who says anything (resident or board member) which is seen from a different perspective from the Keystone Pacific or Mike (board president, such a douche), is made to feel unwelcome. The quality never goes up and you always get some sort of violation notice for little things such as slight scratches on the garage door or that you didn’t make the trash can invisible in your side yard.
Keystone Pacific switches property managers like crazy. Yes! even their employees are hating this company ;they gain some experience and then leave ASAP for a new better employer. Actually, Keystone never sends you mail to inform you about the management changes. If you do not always attend HOA meetings, you don’t even know who’s the association manager and if they have been working here for a period of time, because they just leave without notice and the new replacement face comes in without a notice as well.
Enough! Other one star reviews also pointed out how bad they are. Stay away from this company and you will have a healthy life!

This is a review specifically related to the Providence Park neighborhood at Sunflower and Susan in Costa Mesa. Anyone considering buying a home or renting in this neighborhood should seriously reconsider.
Ive been a resident of a Keystone property in Costa Mesa for about a year and a half. I moved here from out of state, the aloha State actually, and I’m sorry to say that moving to the mainland has been difficult thanks to Keystone.
Ultimately, to use a governmental analogy, they are the executive branch of the government. So, admittedly, the HOA does have the power. However, Keystone is responsible for both what they do and how they do it.
My problem with Keystone begins with how they do what they do. Particularly, their partnership with Elite Enforcement. As many of the comments have said, the parking regulations in our neighborhood, which is a gated community, are the most strict I’ve ever heard of. In some cases, when I moved here, their timeline for paperwork and parking permits were more stringent than the state of California had for getting in state plates. Eight days for them, 20 days for the state of California. In every dealing I’ve had with Keystone and elite, they have exhibited a little understanding and empathy for the residents who ultimately pay them their salaries. Each individual both companies defaults to a buy the book mentality, with no room for flexibility or understanding.
At our neighborhood, there of been a series of vehicle break-​ins getting back several years. I’m an architect and working construction, so I understand the types of things it could be done to improve the security of the neighborhood. These include additional security measures at the perimeter walls, and a better camera system at the front gate, or an additional gate to ensure that only one vehicle at a time goes through the gates. People regularly tailgate one another to go to gates, and there is no consistent way to control residents and nonresidents coming in. This of course does not include pedestrians, which can come through the gates at will. When I raised this question to Ryan property management, he said those items would be cost prohibitive. Cost prohibitive! He actually said that! Yes of course cost is always an issue, but to actually hear that in response to whether or not to address a systemic security issue and provide better safety and security for your residents??? That’s putting a value — a very low value — on my safety and the safety of everyone else in the neighborhood. To actually say that the safety of the residents isn’t worth $ 50,000 to $ 100,000 improvement? When just one of these homes would sell for $ 800,000? I’m absolutely shocked and appalled that one of their company representatives would actually say that. We’ve had vehicle break-​ins at home break-​ins the last several years, and nothing has been done to make it better.
Beyond that are the mundane issues. In one instance, I was informed that my vehicle needed to be moved every 96 hours to avoid being towed. This was due to a policy to avoid delinquent vehicles being left. Of course, if youre going to ten-​day vacation, informing your property management that your vehicle will be stationary is a very low on the priority list. Yet, it carries major consequences which I was not aware of until I decided to make a courtesy call to inform them. It was then that I found that this rule existed. I cannot imagine how many people, honest and hard-​working people who deserve the vacation, have Heather vehicles towed because of a property management company enforcing ridiculous rule.
As it stands today, every resident I’ve ever spoken with is frustrated with the level of service we received. Unfortunately I have no expectation it’s going to get better.

Unresponsive, unprofessional, and unwilling to do their job.
They refuse to clean the landscape claiming «El Nino» will hopefully fix the problem!

If you are considering a property with Keystone as the property manager, I would highly reconsider.
They do not respond to your emails in a timely manner. Our representative Rebecca Arroyo has numerous complaints from our neighborhood. Number 1 complaint? She never replies or very slow to reply to any questions. How is this acceptable in the business world today? I would accept a 2 business day response from them but usually it takes her a week or more if I am lucky enough to get a response. Until these guys get their act together I would stay away from them. Look at the reviews, I am not the only one with the complaints with their business tactics.

I am on the board of Pelican Ridge HOA and am very happy with the Keystone service in general and our property manager, Lisa Brannon, in particular. Always responsive, helpful, patient and professional.

Still terrible. The new website is not helpful at all. I can’t even find my community’s (BelAir) newsletter and don’t even know who is currently serving on the board.

Up until now, I did not realize that Property Managers (PM) get the same love as cable companies from the very residents they serve. And I am starting to understand why.
The basic disconnect is this:
They PM (and their reps) are under the impression that they serve the HOA Board and ONLY them. In fact, they are hired by the Board to serve the RESIDENTS and I do mean ALL residents, not just those that they like or agree with. This is the reason they are hired in the first place, so Boards don’t have to serve those residents themselves.
That implies that the residents expect a retail-​level customer service, where «customer is the boss», while in fact they are getting the government-​level one as in «we have power over you.»
My HOA (Turnleaf) is a customer of Keystone Pacific and I get exactly that: government-​level service and my strategy has always been to deal with them as little as possible. Over the years I have collected a laundry list of complaints against them, most of them rather petty so I won’t post here.
Last weekend, however, there was an event that came as the last straw. A brush fire broke out at the area adjacent to our community. There was a serious risk of common property vegetation catching fire as well. I called the EMERGENCY hotline to request someone to be ready to turn on landscape sprinklers if the fire department on site wanted to.
After 5 minutes of call intake explaining who I am, what I am calling about, etc, and another 5 min delay I got a call from the manager on call that day only to explain to me that (1) That is not going to happen because her «landscaper» told her that won’t work, this being patently false, (2) I am not a board member so she wouldn’t do anything without a board member approval and (3) leave the issue to the fire department to handle.
First we are talking about POTENTIALLY turning on sprinklers (which turn on every day automatically). Second, if the Fire Department actually wanted to do that, it is expected to go through the same procedure on the so called emergency hot line to request it (about 10 minutes total plus whatever time is needed to locate the landscape worker who can actually turn them on).
So I went to find out when the next board meeting, what the minutes were or how to contact the board. There is a web site, but it is last updated August 2014 (is April 2015 now), with no contact information about the Board and only PM email and phone number.
So there, the circle closes, to contact my elected representatives on the Board all I can do is go through the PM again, which I am unhappy with in the first place. Just perfect!

Terrible… I am so disappointed with how they choose to spend their money and how they refuse to do repairs on a legitimate issue. Extremely disappointed. I agree with another post… they only enforce the rules that is beneficial to their budget but they agree to spend money on an issue that doesn’t exist!!! Budget??/
They refuse to repair a hole in my balcony that was caused by weathering, but they are willing to repair damage to a railing and lattice! The inspector that submitted a proposal for repair also mentioned damage to the railing and lattice… huh? I never mentioned I had damage to the railing or lattice? There is no damage! What the heck are they talking about?! They will repair this (money to burn?) but not to a hole in my balcony that started with a crack and over time became spongy, then when pressed by a foot created a hole!
I wish Unilocal had an option for zero stars, but they don’t… I bet anybody who is need of a good laugh, should attend one of their board meetings! A bunch of buffoons full of self importance spending money where it’s not needed!
Terrible, terrible. Notice how all the responses from negative reviews below are robotic and generic… complete load of buffoons! lol They still can’t deal with Unilocal reviews in a personal manner!
My email response below is to their refusal to fix the hole, but to repair damage to a railing and lattice that has no damage!!!
Dear …
So, if its not caused by damage from weathering, what the heck are they suggesting it is caused from?
I don’t have a dog that digs for bones, I don’t go out there very often near that area, and the toddler that I take care of from time to time, doesn’t go out there with a pick axe in her hand, so what are they proposing caused it?
They are repairing damage to the railing and lattice? What damage? I never reported any damage to the railing or lattice, neither was this discussed when I was with the inspector. But, hey if you want to give it another lick of paint, because you have money to burn, go for it!
Seems that in the work proposal a few things ‘may’ have been added for the sheer joy of it! Ching ching.
The damage started as a crack and progressively got worse, causing a ‘spongy texture’ (from weather most probably) and when pressure was applied by a human foot, (not the foot of an elephant) the crack eventually became a hole. Because I don’t go out there every day or even once a week with a brass band, the crack was getting worse, unbeknownst to myself until I contacted you a few months ago.
I have another crack on my balcony under a chair in an area that never gets walked on. What would they suggest is the cause of this? This was also shown to the inspector and I believe he took pictures! This crack will also get worse, go spongy and get larger, just like the one I have now.
I am not asking for work to be carried out as if it is rebuilding Trump Towers, I just need the HOA to fix the hole in my balcony! The balcony that isn’t large enough to host a party of 100 adults, stamping feet to loud music every weekend causing holes in the structure, the structure that is the HOA’s responsibility! If it wasn’t your responsibility, then why send inspectors to inspect it?
I kindly suggest this is represented to the board one more time before I appeal with the City Hall.
HOA paying for damage that doesn’t exist and was never reported (lattice and fencing) is priceless! What a comical and resourceful way to spend your money!
I am all for having a good laugh, how do I attend one of these meetings?
CB

The worst management company out there. They have no idea how to do their jobs. Not only is the association we live in plagued with outdated paint and common areas, they conduct PREDATORY TOWING! There are not enough places for residents to park, and then they make it difficult to get a permit, changing the patrol company every few months and then denying the fact that your car is safe listed.
They go so far as to threaten you with restraining orders and taking away parking privileges if you bother them. Stay away from this dreadful company. They are unprofessional, impolite, and vindictive.
Wouldn’t be surprised if they go out of business any time now.

Here’s an overview of my dealings with this pathetic excuse of a «maintenance company»
My letter to them:
For the past eleven years since purchasing this property, I have watched the steady disappearance of plant material on the south and east slopes immediately adjacent to my property. On a continuing basis, dead trees and shrubs have been cut down and carried off. Not one piece of plant material has been replaced during this time.
This area is beyond disgraceful. I have attached a few pictures of the wasteland now surrounding my property.
To estability some creditability, a little background on myself:
For an eighteen year period, beginning in 1972 until 1990, I served as an independent irrigation consultant for the City of Mission Viejo. During this time, I designed and supervised over eighty million dollars in large scale irrigation projects, consisting of numerous 250 unit developments such as Via Verde Ridge, and more than 50% of all common area slopes in the City of Mission Viejo.
I will rely on Keystone Property Management to arrange remediation of this problem. Replacing some broken sprinkler heads, poking a few holes in the ground and sticking in some ten gallon plants will not be adequate. These slopes took twenty years to develop, and I don’t intend to wait another twenty for this mess to grow up again.
I hope that we can resolve this soon, and avoid litigation.
Their response:
Good Afternoon Mr. …(misspelled)
The slopes are on the list for 2015 for renovation, due to the drought we are unable to irrigate as we have in the past and are working diligently with the Board and O’Connell Landscaping to make sure the slopes at Via Verde maintain their beauty. The first slope renovation will begin on Via Verde Dr, in four phases. After that we will drive the community like we do each month and determine where the next renovation will begin. At each monthly board meeting we have discussed ways to keep the beauty of the community without increasing dues again to pay for the high cost of water. Hopefully we will keep getting some of this lovely rain to help our community.
Thank you for your comments, we take them seriously and the photos are helpful and I will send them onto O’Connell for review. Please let me know if you have any further questions.
Sincerely,
Gloria Vizzini, CCAM | District Manager
Keystone Pacific Property Management
My response:
Thank you for your boiler plate reply. This is not a drought issue. This is incompetence and O’Connell’s bottom line. I’ll look forward to resolving this next year. By the way, another dead tree 30 feet from my side fence will be ground up in the next few weeks. Another crater on the slope. That pretty well takes care of the pesky sycamore leaf problem.
BTW, I dread another $ 5 increase in my HOA’s.
Happy Holidays!

If there was a ZERO star i would choose it. Over a years worth of emails about one issue and still no solution. They don’t enforce the HOA codes, just no response to anything.
Impossible to deal with.

Most Rude and unprofessional property management… Jessica Parker should consider resigning. She does NOT care about her residents better yet her Job. they will send you on a wild goose chase for a simple request. Even their parking Violation notice has the WRONG phone number listed as a contact… !!! They did not even know that the patrol agency for my home owned neighborhood has not been there for a month and a half… What a JOKE!!!

Very frustrating dealing with this management company. 90% of the time had to leave voice mail and waited for them to call back (usually the next day). Whoever fell into the 10% answered the phone calls, had to ask their supervisors to get answers.

They only enforce the rules that is beneficial to their budget. They are there to answer your questions, albeit, not well… but they do try their best to side-​step the many questions you have.
Fact is, my complex has many people who leave their cars in spaces for over 72 hours (a violation) who also use their garages as storage (another violation), yet when you report the vehicle, address, and owner, they do nothing… they, according to them «have taken note» but don’t do anything but send letters.
These scumbags who take parking for themselves, are the reason my friends have gotten towed because there is no parking available, they are left to park in front of my garage.
Useless if you ask me. I can do better with the 3,000/yr I give them.

I have lived on the Salerno condos for over 15 years. Over the years, Keystone Management has gotten worse and worse. Their controlling nature and unfeeling behavior has made my once happy neighborhood very guarded and worried. Apparently, we are often spied upon and reported for a wide variety of things, many of which are not even true. We must however answer for all of these charges or be charged with noncompliance and possible fines. I have been cited for having a rug on my patio hanging about a quarter of an inch over the edge, chalk in the parking lot which I did not put there, having items in my garage that were reported to label my garage as a storage area and not for the use intended which is parking the car.
Think carefully before you buy a home managed by Keystone Management. If I had known then what I know now, I would not have done so.