Customer Service is very poor. They never return phone calls. I called several times and left messages but never received a call back. I emailed Marcelino Soto to follow-up on changes I requested, but didn't receive any reply from him. When I finally got to talk to him, he transferred me to Brittain Abonga which is a very good thing. Marcelino Soto just sat on the documents I sent to him for a month. I finally got Brittain Abonga on the phone. After resending documents to her, she completed everything that needs to be done on the same day. She answered all the questions I had and kept me updated on the same day. Five Star to Brittain Abonga!!!!! read more

If I could give them zero stars I would. Very, very extremely bad service. I spoke with someone named Song Lee to question why my maintenance fee doubled & that a payment was missing. All he could tell me was he didn't know & he would send me a ledger. Ever since they switched from Hawaiian Properties to Touchstone, my account has been a mess & I understand why both companies are rated with just 1 star. These property companies who handle the maintenance fee collections need to do a better job & get extensive customer service training. Sad that they are a local company, but no Aloha in helping. read more

Never hire this company, or buy a condo managed by them, seriously save yourself. Some agent MIGHT be better tan others. Honolulu Hawaii in general should change condominium laws and reliance in a Board of Directors people who just happens to to own a condo, but know nothing about running a business - it makes no sense. Management allows the Board to rig elections so that they keep voting themselves and any open seat goes to a hand picked candidate- no shame at all. read more

One of their property managers, Gordon Heineke is not only incompetent but also vindictive. His negligence in insisting that the house rules NOT be enforced, caused us a very large amount of money. He has intimidated the board and the resident manager and overstepped his authority on numerous occasions. The president of the company refused to meet with us to discuss our concerns and whined about having so many lawsuits against his company, to which I mentioned that they might not have so many lawsuits if their property managers did their jobs. As condo owners we are held hostage by the few management companies available to us. Think very hard before you buy, engage a company, read and understand your documents, know your rights. We pay a lot of money to have them "manage" us; demand they do it according to the rules. read more

As homeowners and residents we are held hostage by Touchstone's inaction!! I was taken in by the Touchstone show, but in actuality, they do NOT. Respond to homeowners and residents! If your resident manager is not responsive or irresponsible, Touchstone will defend them! And of course, Touchstone will not respond to you!! We pay for nonexistent security and get told if the resident manager is "off property" call the police!! Well, our resident manager is rarely "on property". What do we pay Touchstone it the resident manager for? read more

Worst property management company I have ever experienced since living her for 33 years! The building is poorly maintained and literally bursting at its seams! Constant water leak and water intrusion issues which for the most part owners are being blamed for. I've had water coming from my (newly renovated) bathroom ceiling for two months now! I filed an insurance claim but had NO response from Touchstone or our Board of Directors after sending multiple emails to both. Instead we receive citations that are just ridiculous and completely uncalled for. Our previous Touchstone Manager Jim Merrill nearly missed paying the master policy insurance premium last fall! UNBELIEVABLE and something that just underlines their incompetency. If you are considering buying a condo here in Hawaii I strongly advise against buying one that is being managed by Touchstone. read more

See all

They totally crate late fees by losing owners maintenance check. Even was delivered to they office responsible personnel hands, then lost it, that's January check for 2 months was total $774 Then, the owner sends certified mail and still they don't cash it. Now, the punished owner for $3000! Is Hawaii we have any justice at all??? If you study now in school change program to law and justice! Hawaii is the location for honesty lawyers ! read more

Just the absolute worst property management company in this state. Their job is to manage properties i.e. PEOPLE'S HOMES. We are not 'just an account'. We are people, we are owners, we are residents, we are neighbors. Touchstone doesn't see it that way unfortunately. And because of this creates an extremely bad environment for the residents of the properties they manage. Scroll down, read all the comments. Everyone says the same thing. Find another company, and if you live somewhere that is 'an account' talk to your board and have them VOTED OUT! Bye Touchstone read more

They have very poor communication with the owner, less organization skills, and the math.. what they randomly charge for is often WRONG.. not something you consented to, but they miscalculated so you will make up the difference.. Bottom line is that you can't sit back as an owner and assume that your investment is in good hands.. CHECK THE MATH, and do it regularly. Have fun doing it, too, one column says Balance, another says Amount,.. amount of what? oh whatever, it varies. It's up to you to figure out what they were doing that month, extra roof repairs, plumbing maybe? You might have to take a few hours of your time and make some phone calls until you get the right answer. Have a professional review the numbers, and keep doing that on a regular basis. Most unprofessional nightmare I have been through with a "professional". read more

A Property managers job description involves the management of rent, tenants, property maintenance, owners, and business operations, etc. Essentially, we lack that, with this property manager. Ever since we used Touchstone service, this clown manager acts like he is the board of directors and Manager rolled into one! Yet, does nothing. Everyone here as owners and renters are complaining of this person and they all feel that we need someone qualified. Very Poor service for any establishment. I've lived here in this particular establishment over 20 years and they did perfect without Touchstone. I'm sure now, we pay a lot more too. We need to go back and have someone professional and discard this company. We had good ole days with proper management. read more

Horrible company, response is zero and when you get a response it is not what it is in relation to your issue. It is very frustrating having to deal with incompetence. Very uncooperative and unprofessional. If you don't like your job as an employee perhaps you should work elsewhere. Has anyone had an actual pleasant experience? read more

It just never ends... After enduring months of unresolved noise nuisance violations and our resulting PTSD, we now have serious issues with accessibility to our complex's new mailboxes. When we contacted Touchstone Property Manager for help, I was STUNNED with this man's unprofessional demeanor. Even while sobbing, NEVER in my life as a single female parent of a child with special needs have I been met with that much hostility, gaslighting and overt bullying--but moreover, LACK OF COMPASSION for our family. Local Seniors and persons with disabilities deserve so much better from this company. Auwe! read more

Worst property managers ever!!!! We live in a building they manage, pay HOA dues, and have NO security!! Cars have been broken into, and when you call SECURITY, they can't come to the phone, so leave a message!! On four different occasions, security was called but to no avail. When Touchstone was notified, after many written letters of complaint, the person who was to take the call, had a voicemail that stated, I can't answer the phone, for personal reasons, call this number and they will help you...when that number was called the answer was that he Is the only person to complain to. WOW!!! In all my years I have never experienced such ineptness and simply BAD BUSINESS ETHICS AND UNPROFESSIONALISM. Horrible company, that should NOT be in business!!! read more

The worst place I've EVER resided. Manager at Koolau Vista is the worst! She is a bully who HATES animals. She orders maintenance men to catch & kill the chickens, even with people watching. Here, it's either her way, or she harasses you until you legally make her stop. My husband bought our condo when it was first built, years before she started working here. We have moved here for convenience since I'm disabled. When he bought it, there were no restrictions against animals. Now it's no dogs or cats. There are so many windows with cats in them, so I guess cats don't bother her too much. I had to get a service dog, which started her hate for me. Ever since then, 10 years ago, she's been picking on me. She even told me, "Now, because of you, everyone will get dogs." People here seem afraid of her so most won't do or say anything unless asked about it. She has picked on a group of oriental ladies who thought it was a hate crime. The association will back her up no matter what I wouldn't suggest this place as long as she is here. She makes here...HELL! read more

These guys are very poor in customer service especially property manager for our building never respond my call back request on questioning huge electrical bill. Our AOAO should go to better company. read more

by far the worst property management company ever. they truly don't care about the people that live in the homes. raise the HOA every year, but nothing changes. They are lazy, shady and truly selfish. the management of this company need fired. never buy or live in a home that touchstone properties is managing. read more

The management of the properties seems automatic, but they never seem to be at their desk, and are unavailable by telephone when information is needed. I believe in personal time, and time off, but as a business, I want to be able to speak with someone when I think that my question is important. If the office is really closed, then I would like the message center to say that instead of transfer me around leaving messages without much hope that they will be returned. Someone should have a cell phone and say that they are not in the office but will resolve my issue when they return. read more

I don't think I can explain how crappy this property management company is. Our AOAO recently switched to this company to "manage the property better", probably the worst decision they could have made. Tried to make us pay for a month from when they were not even managing our complex, and here we are three weeks later STILL trying to resolve the issue. The people who answer the phones are beyond unprofessional, speak over you, and refuse to even try to understand the issues you are having.. would give zero stars if i could. read more

Im a new homeowner and have been trying to get in touch with them to verify my account number to pay maintenance fees. Ive been calling everyday for the past two weeks and cant reach the accountant. Their receptionist will transfer the call and it always goes to voicemail. Ive left messages for a call back but up to this point nothing. If 8 can give 0 star i would. read more

the manager screwing this AOAO...? "heh-heh-heh-heh" he chuckles to (?himself) after every condescending remark in response to an owner's question/statement, even those he is working for (remember who pays your contract?) 10 months to bring in a new landscaping contractor Touchstone recommended themselves- only to have that contractor quit in one day. good job huh? ...don't think so (heh-heh-heh-heh) ...not funny. So take care of the grounds around you so the value of your investment and home doesn't drop due to the increasingly ugly appearance. The less a place looks like it's cared for, the more undesirables will keep coming onto the property to vandalize and party leaving their trash and empties. reminds me of two words; slum lord. read more

They don't even deserve one star. I've waited over half a year for them to resolve my issues and held off posting review. They are UNORGANIZED! We keep getting billed for something we already paid for and they are still continuing to bill us and/or automatically deduct from our bank account! DIFFICULT to just get a hold of our point of contact (apparently the ONLY one who could help us because everyone else who answers says we have to talk to our point of contact)! We've left messages upon messages and have been on hold for 40+ minutes only to be disconnected! IT'S SO FRUSTRATING to be a condo owner and have to deal with a company that doesn't seem to care or have the staff to resolve problems. read more

My neighbor's water pipe broke on Sunday 10/24/2021. Touchstone had no emergency number available. The water ran for hours. They are absolutely the worst management company. What management company assumes that emergencies occur only during office hours? Another neighbor contacted them and they were told that no one contacted them. Of course! There was no number to call. Please do not consider such an incompetent company to manage anything. read more

I have owned condos in 5 associations in Hawaii over the last 25 years as well as in California and have served on the AOAO boards in 4 of those associations. Two issues are salient when considering management companies. First the company itself, its policies, charges and communications. The second and often the most obvious to AOAO members is the particular manager assigned to your association. My experience with Touchstone has been positive in both these areas. Generally, their company policies are fairly standard and they have always been responsive. Likewise, we have been very fortunate with the property manager assigned to our association, Jonathan Billings. He is always accessible, thorough and does what he says he will do. If he doesn't have the specific details required at his fingertips, he is sure to quickly research and find them. Our building is an expensive ocean-front high-rise with many demanding owners with high expectations. While "You can't please all of the people all of the time", there have been very few dissatisfied owners since working with Touchstone and this property manager. read more

Very uncooperative, unwilling to return emails or calls. When I finally spoke with them (I will not provide her name) she was neither motivated nor professional with my cause, as I had to remind her for the 10th time of the urgency associated with my issue. I don't recommend engaging in business with them. I'll let their customer service change my mind, if they are willing to show a substantial change in attitude. read more

If I had a choice to do business with this company, I would not - but they handle my condo association's maintenance fees so I have to interact with them. I needed to change my autopay bank account and provided new account details in April, gave 20 days of notice to get the change processed. They overdrafted my old account instead of using the new one, stating that I should have given them 21 days of notice instead of 20. I paid an overdraft fee then closed the old account finally. At some point during April or May they were not able to use my new account details (maybe one digit was wrong?) but no one ever contacted me or my property management company to get updated numbers or to ask me about it. They just waited until the first week of June and sent a collections notice to my property manager for some reason...even though they are aware I own the unit, and have a phone number and email for me personally! I just don't understand...it would have taken two minutes for me to fix the mistake, and get the new autopay processed on time, if only someone from their office could have also take two minutes to call or email me about it. Now I no longer want them to do anything automatically with my account so I just mail a check each month from the mainland. If you have the option of choosing this company to do something for you, don't. read more

I have called my property manager six times and have left messages to resolve a problem but never have gotten even a courtesy call back. I don't know why is so hard to call back. On my last call over two weeks ago she told me to call her back but when I did no call backs. I can see why so many people resort to legal action which will be my next step. read more

This organization has one redeeming quality. Thank you, Mark, for calling me today to address my concerns. It is so nice not to encounter rudeness and to finally stop being ignored and disrespected as an owner. Once again -- Thank you, Mark. I hope you are sincerely appreciated for your professionalism. Jam read more

If I could give this company a zero rating I would. Since they took over as our property managers our property looks like crap. They do not come and inspect the property on a timely basis and are painfully slow at getting anything repaired. On top of that their customer service is awful. They take forever to take any action ands would rather make excuses instead of take responsibility. They remind me of the bad housekeeper who tells his employer "I don't do, I don't do..." Further their associates are incompetent and poorly trained. They have no clue how to service their clients and seemed to have learned etiquette from their high school friends. I put that one on owner Keven Whalen. I completely unrecommend this company to associations searching for a pm. read more

So far so good but I only get invoices for my lease rent and not my HOA fees. I am paying by automatic deductions from my bank. They uncovered all sorts of mistakes made by the prior management company, our President, and the board. read more

As a board member, we have had experience with the three top condo managers on Oahu (by number of units managed) in the past. They all had good and bad points, and it was often luck of the draw who you got as the manager assigned that determined the experience we had. Our manager, Keven, has been a wonderful and professional manager for us. Our problems handling areas of concern dropped off tremendously. Accounting service is especially awesome, as re-classifications and errors are minimized for us. Truly well run. read more

Terrible customer service. Takes no responsibility and has no customer service. Did not take the time to put themselves in the persons shoes and simply apologize for their errors and try to work with the customer. Just wanted to pass blame, insult the customer and back up their staff which has been proven to not be fit for the position their in. read more

I've been a renter of one of Touchstone Properties for about 7 years at Kon Tiki and have gone through 3 different property managers since. This so called "gated community" that's suppose to keep their residents safe but is left opened or opened by the property himself or his wife without consent when I've been having random people that come univited without using the intercom and just walk into my unit catching myself off guard. This has happened way too many times. It's very unsafe especially if you're an elderly and or disabled like myself. I'm writing this here because I've asked the property manager himself to stop doing that but he and his wife continues to do so. I've called Touchstone Properties many times throughout the years with these problems but it goes on deaf ears. I keep getting the run-around that this person will call or that person will call me back but not once have they returned my calls or answered my email. Touchstone Properties hires these unqualified people that are not keeping us safe and sooner or later someone will get hurt and or even killed. This is just one issue with the safety of leaving the gate open but the property manager and his wife letting in random people without consent is a huge problem at Kon Tiki in Waikīkī but this is only one of the issues of many. I would rate Touchstone Properties less than zero stars. Kon Tiki use to be beautiful when Leslie was property manager. Now it looks ghetto. read more

Rude telephone manners, and do not return calls. Treat condo owners like crap and do not do any follow-up with the owners. Will be pushing the AOAO board to change to a new company at the termination of the current contract. In no way can I recommend this company to handle your condo association or property management. read more