Excellent company to deal with. Unfortunately our complex has gone with Ultimate property management. Worst experience ever. Keystone Grey was easy to deal with and entirely ethical. Gas I miss dealing with them. Village Square "H" Now in the hands of an unhelpful bunch. read more

Terrible company. We own multiple units managed by Keystone, and since transitioning from another property management company, our documentation has repeatedly been addressed under a name we do not recognize. Despite providing supporting documents, our files still have not been corrected, and we continue receiving communications addressed to this unknown individual. They also do not respond to service requests or phone calls. This has been the worst customer service experience we have encountered. read more

As a resident in the condominium, my experience with this company over the past 5-6 months has been extremely disappointing. Our condominium management hired them, but since then, I have noticed very poor service and communication. The backyard cleaning has not been properly taken care of, and I have submitted multiple service requests without receiving any response or follow-up. It is also very difficult to reach anyone by phone, as there often seems to be no one available to answer calls. I can only speak from my experience as a resident, but so far, the level of service has been very frustrating. I honestly don't understand how a company with this level of communication and follow-through continues to get business. I hope the condominium management reviews the situation and considers whether this company is meeting the expected service standards. read more

Not all the property managers at keystone are poor managers. Most of them are very good at their jobs. Great communication skills. The manager that looks after our building is very un proffesional. Never returns calls or emails. Zero personality. Our intercom system has been down for over a month now and no resolution in sight. Elevator is constantly broken , again no response from our so called property manager. Al Turgeon read more

It's been over a month since I moved into this building and I still haven't been given a buzzer number. That means I can't let in guests, deliveries, or even service people unless I physically go downstairs every single time--super inconvenient and honestly unacceptable for a building that claims to be professionally managed. I've followed up multiple times and all I get are vague promises or radio silence. This should've been something set up before move-in or, at the very least, within the first few days--not weeks later with no resolution in sight. If you're considering using this property management, be aware that communication and basic tenant support are seriously lacking. The move-in process was frustrating enough, but not having working access for over a month? That's just poor management. read more

Horrible company. Never responds. Bad management. Should be out of business. My building needs so many repairs, I don't see them even clean the place. So disappointed these are the people who are managing my investment. Could not recommend less. Karen Prosser barely responds and when she does is short and doesn't answer our questions. read more

I am the owner of a condominium unit in Calgary. Over the past year, my unit suffered multiple severe water leaks due to pipe failures. The first time happened right after a plumbing contractor Fountainhead mechanical provided a maintenance in our building. Every time, the previous managing company (Larlyn) covered all the expenses acknowledging that it was not my fault. But everything changed when the board of directors decided to switch to keystone grey. When the similar problem happened, keystone started charging my account without doing any investigation about 2 previous cases. I am trying to explain them but unfortunately nobody wants to hear and be responsible for their fault. This negligence is causing me financial and emotional stress. I am trying to resolve the issue with them directly but seems like they just don't care. I think it's time to hire a lawyer and start sending complains to condominium dispute tribunal, Service Alberta and other organizations. Probably the law firm has more power and resources to get them act like a professional company and start responding. read more

Unbelievably poor communication between the property manager and the residents, plus communication between management and Board. I can't believe Board members would agree to the things the manager is sending residents - invoices clearly for other units, with threatening deadlines. Refusal to return calls in a timely matter, or even at all! The manager should also be controlling abusive power trips by Board members, but he is obviously not doing this and is even overlooking theft of personal property! Instead of feeling trust, peace and enjoyment in our own homes, some of us have PTSD. read more

We are living in a property under the management of Keystone Grey which is supposed to be professionally managed. Unfortunately, they haven't done anything professionally to deserve the one-star rate with their below subpar performance. It's absolutely unjustifiable to wait until our account ends up in collections before Keystone Grey bothers to respond or offer guidance on getting the requested special assessment file. Why didn't they communicate with us about the requested paperwork before rushing us into collections? It is prudent to highlight that the Alberta Condominium Act delineates a clear directive: the board, or the condominium manager acting under the board's direction, is mandated to respond to written requests from unit owners, such requests may pertain to information or specific documents, including records of due contributions, contractual agreements, bylaws, minutes from board or general meetings, budgetary documentation, recent financial statements. Historically, Keystone Grey took ages to respond to us, or sometimes, they wouldn't even bother. For instance, an email was sent to Ms. Hauser on February 28, seeking clarification. However, her response, thar we received was on May 1, 2023, after a two-month delay, which failed to address our inquiries effectively. She merely indicated that our concerns could be addressed during the upcoming Annual General Meeting scheduled for Tuesday, May 30, 2023. It is pertinent to note that three months have elapsed since, without any substantive response forthcoming. Furthermore, during the Annual General Meeting, none of our queries received adequate attention. Notably, while we are willing to remit payments, we have been unjustly labeled as tardy in this regard. It is incongruous that it takes several months to provide responses, yet we are expected to adhere to prompt payment deadlines. This incongruity is a matter of significant concern ended up in a speedy transfer to collections. Purposely It seems like they're dead-set on squeezing out more money, not to mention those administrative fees and other charges that makes it look like they're all about MAKING A QUICK BUCK. This screams unprofessional and they don't give clients what they deserve. I'm not quite sure how much effort Cindy Hauser has put into creating a $115 email, conveniently labeled as administrative fees. This is particularly puzzling, considering that we are already paying for their services on a monthly basis. The fact that we are already paying for services we are not receiving appears rather excessive! My mailing address hasn't changed, but they blame me for not receiving their letter because I changed my address while they can't provide proof of any written notification or formal notice about this matter before they decided to send it to collections. We're also quite displeased with their unauthorized sharing of my personal information and the vague payment instructions. Receiving an email from a third party associated with Keystone Grey, instructing us to place payment in a sealed envelope and slide it under the door, with the condition of informing them solely through email and no personal meetings or phone calls allowed, isn't just unusual--it's highly suspicious and appears to resemble a scam. Our balcony window replacement has been a total headache! The inconsistencies in their responses and the preferential treatment of board members get are raising some serious red flags. Our safety is at risk due to non-operational windows. We sent an email to the Keystone Grey company owner with all the evidence of documentation, but we haven't seen any improvement and it seams that they haven't proven that they uphold the standards they claim to. read more

Keystone grey is a horrible property management company who likes to take advantage of others and impose by laws on anything from visitor parking to not leaving a bicycle where they deem safe. I was harassed by individuals at the monarch building and decided for my own mental health to leave. I hastly moved however the board members recruiting others living in the building physically blocking my door and allowing me access to my belongings. they stated they would ensure I paid hundreds of dollars for collecting my things Without having their permission. I have attempted to resolve the issues with Keystone and they display no concern for how I was treated and uphold and respect the treatment the board members utilized demanding I owe them $400 for not using a blanket in the elevator. do yourself a favor and don't rent or own with this organization read more

Very unorganized and unknowledgeable. Sending in a request to fix a cracked window only to get a reply of "what's wrong with the window" is just one example. Glad to have sold and moved elsewhere. read more

Owing luckly only one property with this management company, I am not usually complainer , but dealing with this management, makes everything much more difficult.Experience with ADAM WOZNEY property manager of One of the building , was very unpleasant . He has very bad reputation in his work and many complaints on his name by landlords and tenants, abusing his management position , charging tenants unnecessary fines. Very disappointEd that this kind of corrupt people running responsible positions. read more

Horrendous to deal with and poorly run organization!! Poor customer service! I understand there is a pandemic ongoing, however NOT ONE of the people in the office answered the phone on a Tuesday morning at 9:00AM. What sort of a large property management company does not answer calls during business hours? I called after hours line who was unable to assist with my issue as they "called the property manager repeatedly who wouldn't answer." I paid $150 for a security guard to stand by the elevator for a move out (per the condo board) who barely spoke English and did not have the key to open the second entrance door which cost me money and time during a move. read more

Our condo board switched to Keystone Grey last year after being with another large international management company for 10 years the change was due to a lack of service and action and commitment (6 management people in one year). We interviewed a number of companies ,with most management companies with the attitude of you pay us and you get what you get. Not Keystone Grey! Keystone Grey in the first year has proved themselves in service and commitment to complete the needs of the board without using the excuse of the Covid . The Board has completed many major projects for our site without concern for safety to the 132 condo owners or contractors . As a 3 term board member I could not wish for a more positive change , instead unfinished items and work going from meeting to meeting and arguments of why projects are not happening for the first two years To action and caring by Keystone Grey is a welcome and refreshing change . I would recommend Keystone Grey over all others read more

Keystone Grey is a disaster of a company. Their staff are rude, lazy, and unresponsive -- they don't respond to emails or telephone calls, and can only be reached if you call them incessantly. As one example, a different management company contracts snow removal for commercial properties adjacent to our building, which was sending snowblowers into our courtyard as early as 4am. I made repeated entreaties to Keystone Grey which went ignored until I finally reached an agent who told me that she didn't have contact information for the contractor, and therefore there was nothing she could do. It took me all of ten minutes to track down contact info, and speak to a representative. The issue was resolved within a week. In other words, I did Keystone's work for them. Avoid dealing with these scam artists at all costs. read more

Keystone Grey allows their Snow Removal Contractors to leave a huge pile of dirt at the parking stalls assigned for contractor (onsite workers) Parking for the entire winter season. The complex has a lot of areas approved for snow pile but the Snow Contractors are lazy and want to pile snow at the stalls and Keystone Grey won't do anything about it. So majority of the workers onsite and delivery trucks, pandemic delivery drivers are parking in the No Parking areas and driveways. It's blocking access and exits and leading to safety hazards in emergency situations. I work in the hospitals and being unable to leave for work has major implications on patient care. Keystone Grey is siding with their Contractor and are not acting in a professional manner. read more

We had high hopes for Keystone Grey but when the new management took over it quickly became an issue. With Mark, it was nothing but false promises and requests to have meetings to talk about the issues. I ended up doing the job they were paid for. They do not respect a VOLUNTEER role and disrespected our time. Every month we praise our new company and our residents are constantly telling us, we never heard back from Keystone and it is so amazing how quickly the new company is working for us. I have hundreds of emails where they apologize for not doing their job and minutes where the same issue is not handled month after month. One prime example is asking for 3 months to book an eaves trough clean as damage was being done and finally, I called and made the arrangements. Damage was being done due to heavy rains and it was still not a prioirty. Save yourself the headache and find a company that understands how to follow through on their promises read more

We owned in a condo complex managed by Keystone Grey Property Management [we had other property managers originally but they were awful] and we recently sold. We changed from the original management and ended up with Chantelle and Heidi and they have done such a great job. Communicating with them was an easy experience and they are both so knowledgeable. I got to meet them both at the AGM before moving out and went to the meeting so I could thank them personally. On our moving out day everything that could go wrong did and I contacted Heidi and she was so helpful, kind and reassuring in what was an awful day and helped with the stress. If you are looking for a new property management I highly recommend this company. read more

This company managed a condo I have lived in for many years. It is not an easy job. The property manager, Karen Prosser, was also with the company who previously managed the building and was very knowledgeable about everything pertaining to the building. They answer emails very quickly, usually the next morning, which is quicker than any company I've dealt with in the past. My only comment would be that the Condo Board and the property manager made you feel like you were renting your unit at times, not owning it. And there are times when they should phone you, not email, as it's more personal and there are less misunderstandings on the phone. Other than that the buildings are 17 years old and any problems were dealt with quickly and professionally. read more

Living through nightmare of Window Replacement at HighCastle. It's been over 2 months and the contractor still has not done the inside finishing; no window jambs, sills or trim, still have black plastic bags taped over windows. Keystone will not return emails or voice messages. Cannot get a schedule update, nothing on website. Totally unreasonable waiting period and very unprofessional service by Keystone. read more

I'm quite impressed with Keystone Grey Property Management in Calgary. Our building was hesitant to switch property management companies because we just thought they were all the same. I'm please to say they are not. Keystone Grey is easy to deal with, they made the transition easy, and I find they are very attentive. The very first day we noticed a difference. Each of our unit holders received a detailed Welcome Package, communication is excellent and they not only return phone calls but they do it quickly and politely. Everyone in our building is glad we made the switch. read more

I was thrilled when our building management was turned over to Keystone Grey. The previous management company was neglectful and whenever something was brought to there attention, they were rude and condescending. Keystone Grey is attentive and maintenance issues are dealt with before you have time to report them. They are polite and courteous and it makes me want to stay in this building. Thank you Keystone Grey. read more