Mark, gave me excellent assistance in helping me with my bank information. Listen no improvement

Mark is so helpful on bank account changing, he is so nice and patient. thanks a lot.

I called today this management company and Mark helped me a lot through all my questions and was really nice and patient .

We had an excellent experience with Jill, Savonah, and Robert at Keystone Pacific. They were professional, kind, responsive, and genuinely helpful throughout the entire process. They made everything easy to understand, answered our questions clearly, and helped us resolve our account, payment, and key-fob needs with patience and great customer service. Savonah was especially helpful with the replacement fob process, and the whole team made us feel supported rather than passed around. It is rare to receive service that is both efficient and warm, but Jill, Savonah, and Robert delivered exactly that. We truly appreciate their attention, professionalism, and willingness to help. Highly recommended. read more

I don't know what company is worse, pmp or keystone. Company hires incompetent employees who cannot read emails/comprehend issues. Company advises boards to hire incompetent companies to fix hoa responsible issue. Company ignores emails for months regarding community complaints, so much so that residents have to take matters into their own hands. Company issues newsletters or updates in community but only lists the don't and how now to break rules, instead of actual updates; pure lazy management. If Juliana Garcia is assigned to your community, might as well move or try to get your hoa to fire this company. Waste of time. Managers are operating with a pre-k level of intelligence. To update this review: Juliana Garcia illegal obtained photos of my interior unit through a contractor and personally is seeking violation notices fines etc against me through the HOA. Shame of a company and employees. These idiots really need a proper education. Cannot wait to pursue her, personally, and the company in court. To be clear Juliana as an employee represents keystone. HOAs and residents beware. read more

Extremely frustrating experience with the HOA's architectural application process and communication. We submitted an application to repaint the exterior of our home in June, even though our neighbors said there's no need. Our original color choice was denied in late June because we were told we had to choose from the HOA's approved color schemes, even though many homes in our neighborhood appear to have exterior colors outside of those schemes. Regardless, we followed their instructions, changed the color, and resubmitted the application immediately. After that, we heard almost nothing. We sent multiple follow-up emails asking them to confirm receipt and provide an update. We followed up on June 30, July 2, and again on July 16. Other than automated replies, our emails were not answered. Today, August 11, our painting contractor called the office to check on the application and was told that we had never submitted an application. I then called the office myself. Suddenly, I was told that our application had actually been approved, and that they would send me the approval email today. So which is it? No application on file, or an approved application? I specifically asked the person on the phone: If I had not called today, when were you planning to notify us that it had been approved? We resubmitted everything they requested in late June. It is now August 11. For more than a month, we waited, emailed and called repeatedly, and received no meaningful response. Meanwhile, this delay affects our ability to schedule and coordinate with our painting contractor. Homeowners are expected to follow HOA rules, submit the proper paperwork, and wait for approval before doing work on their own homes. It is not unreasonable to expect the HOA management company to communicate, respond to emails, and properly keep track of the applications homeowners submit. The lack of communication and contradictory information we received today were completely unacceptable. read more

She's was really helpful in guiding me on the process of submitting our Architectural plans and fees. She made the process easy !

we just bought a property in Woodbury and found out that Keystone Pacific is the property manager. Before we closed escrow on the place, we identified two issues in the inspection report which needed to be addressed but were otherwise under the purview of the HOA. In other words, the seller was unable to address these two issues so we ended up closing on the place with the assumption that the HOA and the property manager would properly address these issues in a timely manner. We closed on February 23, 2026 with a 21 day escrow. That means that the HOA was informed about these issues at the beginning of February. It is now March 12 and the issues are still outstanding with very poor communication by both Sarah and Miles from the property management company. I was just told by Miles earlier today that the roofer doesn't even have time to call me back until next week because he's so busy with work. Basically, piss off until next week. Also, I was told that the company handling the weatherstripping repair on our garage door just informed them that even though they received approval on the proposal on February 26, they are just now getting around to telling us that they don't have any weatherstripping and it might take a week for it to come in. Seriously, WTH is this? I'm hoping that I'm going to update this review in the future with a better score but as of now, they're lucky it's not one star. In between the lack of response, the unanswered voicemails, and the inconsistent explanations given by the two of them which conflicted with each other, this is an utter disappointment. Unfortunately I don't have much say in picking who this property management company is but I'm not impressed. read more

Upon a Google search This is the property management company of the Vilamoura San Clemente community that went viral in the news this week with the insane 26k special assessment . A property management company is supposed to provide guidance to the board . Avoid this management company at all costs ! read more

Mark Cruz helped me with ACH issue during the transition of property management company. He was professional and nice. We appreciate it very much. read more

stunningly bad. Poor communication and unskilled property managers. Do your HOA a favor and find a reputable professional property management company. read more

Today Mark Cruz was able to help me with my issue about a bill question, he was so amazingly friendly and helpful, and polite. I truly admire his attitude, and kindness towards helping customers. Thanks so very much Mark for your awesome help. read more

San was incredibly helpful and responsive. She made the process easy, answered all of my questions, and helped me get everything sorted out quickly. Really appreciate the great customer service. Thanks, San! read more

I spoke with mark today and he was not only kind and attentive but oh so pleasant. Very professional and he was able to help me through what I needed. Exceptional person. read more

Carly Hoffman has been very responsive and helpful. She listened to my concerns, followed up with the landscapers, and kept me updated throughout the process. I really appreciate her professionalism, support, and effort in taking care of the community. Thanks Carly. read more

Had an excellent experience with Mark at KPPM. He was very helpful in addressing my requests. Above he was very patient with me which and as a senior is very helpful to me. I wish all customer service representatives were as good. read more

I needed to obtain forms for architectural work on my property. I spoke with Leira Tulio who was so polite and helpful. Well done!

Thank you San! I appreciate you walking me through the interesting questions I had... thanks for being patient and helping me fix my issues with my payment! read more

I gave Jilliane a very good review because when I called with my problem she immediately put me at ease and then walked me through the solution on the Keystone website. She could not have been more patient or helpful. read more

I emailed and called Rina and I felt she displayed bad customer service. If I had an emergency issue you would think she would return my call and see what my needs are. She left an email responding saying there is no policy against people Washing cars. I was hurt and mad because she did not call and barely helped me. She did not explain anything and did not understand the email. read more

I called the HOA to inquire about my monthly bills. They not only helped me trace them back but also identified the issue. The employee, San, was patient and guided me through the process. Her professionalism and friendliness made the experience smooth. I appreciate such service. Thank you, San. read more

Jill was so helpful with my monthly assessment question. Very professional and patient and accurate. Thank you!

HORRIBLE property management company.. Terrible customer/homeowner service. Impossible to get any issues rectified. They are email shufflers and intentionally turn off irrigation so that my yard can look like the picture on the left since 2021. The audacity to be admonished for watering and putting seed down is the second picture how it looks today I pay nearly $700 a month in HOA fee and to get my yard in the front to have grass and look a little green instead of being filled with debris and leaves and dirt that they blew into my air-conditioning compressor and ruined my coil that cost me out-of-pocket $3000 to replace that coil all I needed to do is spend $125 at Lowe's. Sprinkle some product down and within two weeks my yard look like the second picture Keystone had the audacity to admonish me and tell me I'm not permitted to do this. read more

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Mark was incredibly helpful and patient throughout the entire process. He took the time to look into my questions, explained everything clearly, and made sure my concerns were fully resolved. I really appreciate his professionalism, responsiveness, and willingness to help. Thank you, Mark, for providing such excellent customer service! read more

I was so happy with Leila's help today. She was very knowledgeable and I was able to get answers to my question right away. I did not have to be transferred as sometimes happens. Keystone, thank you for your customer service read more

Mark did an excellent job answering my questions about two new accounts. Thank you mark......you made my day. Rick Herrmann read more

Jake Lafata, Client Experience Lead at Keystone Pacific, assisted me with a matter related to safelisting a vehicle. He was outstanding, patient and thorough. He resolved the issue with one phone call and kindly followed up with an email. I have been thrilled owning a home at Paseo at La Floresta and it is amazing to have Jake at Keystone Pacific to reach out to who can address one's questions and needs so efficiently. Thank you Jake ! You certainly made my day and brought a smile to my face ! read more

Lost my key fob to the pool and a big thank you to Savonah for making it easy and being responsive and friendly. Everyone at the office was also very nice when I swung by to pick up the new one. Great work team! read more

Keystone Pacific Property Management has made living on our property difficult. From the beginning of the purchase of our condo property we have had nothing but major issues with both the maintenance as well as communication with KP. It took us six weeks to get our name added the directory so we could receive packages, and during this time we kept getting emails from them stating that we were having packages left outside the gate and that we needed to collect them. Three times we were told it was resolved and we still didn't have our names added until there was a hiring change with the property manager assigned to this location. Next, we received a warning about an item left outside our door last July. The picture they took was months before we even owned the property and took us months to get it removed from our account ( they had originally listed it as "resolved" which means it was still a mark against us). Currently, we have contacted them three times regarding the fact that our cold water hasn't been working for the last week. Our unit has a shared water heater but when we try to put in a work order for it, the form states that it's our responsibility which is incorrect and demonstrates their attempt to disregard services they are legally entitled to. We were told they would contact us after we called them originally but it doesn't take a genius to tell by now that they haven't and won't until we harass them enough do what we pay them to. A couple of things to keep in mind as you look through these reviews. The majority of them demonstrate an accurate picture of this company and their service. They are not a real HOA, they are a property management company that looks like one on paper, but their services and communication do not meet the legal requirements of one. When we wanted to refinance we needed copies of their proof of insurance, we were told to look in our portal site. In there, they only had outdated copies of proof and it wasn't until sending lots of emails and being told the wrong people to contact that we had finally received them (miraculously they had just been updated...) Companies don't sign up to be HOA compliant unless there is money to be made for them. This is why it's difficult to get in touch with anyone who knows anything there, and why it takes so long to get anything fixed. They are operating with a skeleton crew. Last note in this overly long winded review. All of the 5 star reviews that mention Kaylie Thompson are from her coworkers. She's Keystone's Marketing Communications Director and has nothing to do with the quality of service there. Residents would not interact with her in any way. read more

Jamaica is very helpful and patient. She helped me to setup autopay smoothly. Thanks, Jamaica read more

San was very helpful with my bill questions that we received through our association via mail . Thank you again San.

Mark--very helpful and patient! he walked me through billing adjustment pain free! gave me info re change of addresses and homeownership issues read more

They don't return calls, consistently lie, and not answer questions regarding our HOA

I spoke with Leira. She was very helpful and explained clearly the answers to my questions. I appreciated her time and patience in assisting me. Thank you again, Leira read more

Mark Cruz was very patient and helpful with helping me set up my auto pay. I had tried initially to set it up myself and it wasn't working for me. I appreciated that Mark stayed on the phone with me while I entered in all the necessary information. Great phone experience! read more

amaica was very helpful in resolving my payment issues and was a pleasure to work with. I truly appreciate her professionalism and responsiveness. Thank you, Jamaica! read more

Mark Cruz was very helpful and patient in solving my billing issues on the Keystone Portal.

MARK CRUZ with Keystone Pacific Property Management was extremely patient and helpful! Mark patiently walked me through the process of adding a second account of the Community HOA Architectural Department. Than you Mark! read more

Easy set up for autopay with the help of Mary Ocul, knowledgeable & patient, easy to understand.

Mark was awesome !!! he stayed on the phone with me and helped me figure out the issue as to why I was having trouble making a payment through my app Thank you read more