Completely disappointed in the lack of proactiveness and overall poor service of this property management company. I lived in my building for almost 4 years, and Francis Serrano (the point-of-contact who manages the building) had repeatedly remained unresponsive or unhelpful when the unit owner (my landlord) and I would flag some concerns about a potential mice infestation in the building. Instead of taking initiative into identifying the root cause, Francis sent my landlord an email that says that "rodents are a common issue in San Francisco" and basically is hands-off in trying to treat the individual units beyond adding rodent boxes in the trash room. She implied that it was my responsibility to keep the unit clean, as if she was implicating that I was the one living in squalor and started the infestation. I ended up reporting it to SFDPH, where they discovered that the unit next to me had an infestation due to leaving dog food out and not tidying up after her pet. They also found some violations in the building, like a large gap under the door sweep of the trash room as a potential entry point. In addition, the light wells around the building were covered with debris and trash. After speaking with pest control services, they explained that the mouse chewed an entryway from my neighbor's unit and into my own, escaping from behind my dishwasher and scurrying from under my oven. I eventually moved out of the building since writing this review. Before leaving, I discovered from other residents and tenants (including HOA members) that they were not informed that there was a mice infestation in the building. There were other residents who were left to fend for themselves, purchasing traps from Amazon and met with delayed action or similarly dismissive responses from Francis. I decided to share this experience after some time, because I wanted to warn others about this property management company and the lack of urgency and competence in how they handled this situation. They merely felt obligated to address the problem after getting a formal report from SFDPH, rather than listening to the concerns from their residents. If you can, stay away at all costs. read more

No value, no quality, no customer service, no resolution, keep redirecting to other services. Not even a single issue was resolved.

Last year, had a balcony door frame blew off in a storm, one that was not meant to be there, put in by the old owner of my home. I had no idea the frame was an add-on, considering Citiscape and our HOA manages everything outside of the house and never commented on it being there for 13 years of me being there as the owner. It took 6 months for the door to be replaced (so I had to live with duct tape covering my balcony door spot for 6 months) and this was not due to supply issues--it was a nightmare to have to coordinate with Citiscape, and their contractors. The bylaws are this: Owner is responsible for hiring and paying contractors but owner must not use contractors outside of Citiscape vendors because god forbid you damage the property in places where they become responsible which racks up their insurance. It's a vicious cycle. They absolutely loathe their home owners. Unless of course, you have a $12 million property, which is what one of their project managers told me and she even said, she hated dealing with owners directly. I'm sorry $2 million properties in San Francisco are now chump change. At the beginning of August, I had a leak from my kitchen faucet that went straight down behind the kitchen cabinets into the walls which flooded my bottom bedroom. A leak I could not see unless I lived in the walls, from what first appeared to be a faulty kitchen faucet leak, which now has turned into every angle stop in the house leaking. That's right. I've had Citiscape recommended plumbers come out 3x this week--a new angle stop, a new cracked p-trap, another nut loose. I asked them to check if the pipes were bad, after all, it's a 30 year old home. They said pipes shouldn't go bad all at once in a city where homes are 100 years old. My Citiscape Community manager was quick to send out a leak remediation team, which I think had less to do with me as a human being living there and everything to do with mitigating property damage. Once the team left (a week ago) which means I have been uprooted for a month now, I've been following up to get a Citiscape contractor to patch my walls. No answers or acknowledgement from my Community Manager. He's only available at HOA meetings to introduce us to realtors who can sell our homes for more. The only good thing about this company is their sharp accounting team, who seem to be the only ones at the office that you can reach at any time, who knows exactly what to do. This aligns because they're the ones in charge of our accounts. At least this transactional relationship is direct. I wish they were better. read more

CitiScape Property Management Group - Post remediation team aftermath of leak that is too small of a job for Citiscape to be concerned with. - Property Management Near Me - San Francisco, California

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Sergey Gorokhovsky does not reply in a timely manner and dodges questions. He has terrible customer service skills and it's not a good first impression of CitiScapes capabilities as a property management company. I have been contacting Sergey / CitiScape about a Carbon Monoxide Alarm that is going off in a common area connected to an HVAC system. It's goes off every 60 seconds and its been like this for 3 weeks. They will not answer if it's a safety concern. If it is not a safety issues I asked them to silence the alarm until its repaired because its very loud and disturbing my sleep.They are not responsive about that question either. Another example: I contacted Sergey many times over a two month period asking CitScape to clean up sewage that overflowed near the sewage drainage lines. The sewage was directly in the path of travel to get into the building. The sewage became dried up and while they tried to mop it up the end result was not adequate, still sewage water debris but just dried up. It took months of calls, emails and finally escalating this to the board for them to finally get it power washed. Here are some examples of the way he responds to emails: "A beeping noise does not constitute a safety matter, but an error in the system. We are aware and will address when our vendor comes up with a solution." ......... This is his response after 3 weeks of the alarm going off every 60 seconds. He completely ignores my point that it's a carbon monoxide alarm even though I sent him photos and video and he disregards my comments about the intrusiveness of the alarm sound. "These areas were cleaned, There is no additional cleaning that will be done." ......he completely disregards the fact that there is still dried up sewage water there when I sent him photos. His dismissiveness is problematic. If I could give zero stars I would. read more

CitiScape Property Management Group - Dried up sewage water in the path of travel to get in the building from the garage. - Property Management Near Me - San Francisco, California

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I've left more than 5 forms of communications to Marisa and her supervisor Joanna. No response. I just need my keys back to get into my unit in case of anything. This HOA company don't make being a landlord easy. It's highly unprofessional for them to not respond at all. It has been two weeks and still no response. Terrible and unprofessional. Don't recommend. read more

Avoid this company at all costs. Heed the warnings you see here. If you're a renter or buyer, choose somewhere else to live. Seriously. Don't make the same mistakes we did. This is, without exaggeration, the most incompetent "professional" organization I've ever dealt with. Mark Moreno, Joanna, and Sergey seem to work hard to avoid doing their jobs--especially when it matters most. Every expected responsibility has been mishandled or ignored. * Need security footage after a theft caused by their negligence with building access? Forget it. * Something break? Hope you know how to fix it. * Need a key fob replacement? Plan to wait over a month--or share one. The ineptitude is so severe, you'd think they were colluding with thieves and taking a cut. Unfortunately, they're just grossly incompetent. If you value your property or peace of mind, steer clear. read more

I've been on our HOA board for almost seven years. During that time, we have had two different management companies before contracting with Cityscape. We thought both companies would be a good fit; however, neither company gave us the services we were promised. When we switched to Fredy Peccorini of Cityscape, I was the president of the HOA board, which meant I communicated with Fredy multiple times a week. From the beginning, Fredy was more efficient in following through on emails and communicated with us promptly. In addition to Fredy's amazing organizational skills, he had a list of go-to people from electricians to attorneys. He demonstrated that he had a very good relationship with these contacts. All of this made my job as president much easier. It was a pleasure working with Fredy. It wasn't until the second year that I learned he had 15 years of experience managing condos, which shows. I can't thank Fredy enough for all he has done and continues to do for us. read more

I am a real estate agent who deals with a lot of property management companies when I list condos for sale in San Francisco. CitiScape has been very responsive and helpful in my experience, which is certainly not the case with all property managers. I appreciate their clear communication and professionalism. read more

Avoid this property management company unless you want to be living in squalor with water pouring into your unit for many months. There was a leak in my unit at the beginning of May, and they still have done nothing to fix it. They tore out the wall and ceiling, and have left it like that for 4 months now, and water continues to pour in anytime it rains. They have been unresponsive, and have not scheduled any repair of the roof. I will be filling a complaint with the better business bureau (where I see they already have 1 star). I have a mold allergy, and they have made my unit uninhabitable. Mark Mereno is the property manager for the building's home owners association. read more

CitiScape Property Management Group - Property Management Near Me - San Francisco, California

CitiScape staff Sergey, Becky and Cintia are excellent examples of outstanding work ethics. They helped me resolved my building access code when it didn't work. We were in an email loop on a daily basis. They responded everyday, except on weekend day offs. When I suggest something, they're quick to reply as if they're not busy and I'm a number one priority. In addition, besides being helpful and resourceful, they are very patient and respectful with me on dealing with my access code and my daily emails. Kudos to Sergey, Becky and Cintia. Keep up the awesome good work. You Guys Rock! read more

Slow or no response to issues in your building (after submitting tickets and/or emails), and leadership does not respond to escalation requests. Broken doors and elevators for several months. read more

I just bought my unit and was feeling a bit overwhelmed with the timing of the holidays, worried about how to get moved in and situated. The CitiScape office was closed, but I was able to get through to their after hour service. The team was extremely responsive, and they quickly connected me with the property manager who emailed me all of the move instructions and answered all my questions. We got everything set up and I was able to move in right after New Year's. My stress level has really come down, a big heartfelt thank you to everyone on the CitiScape team. read more

My opinion of this firm is: I did not think I could find a property management company than was actually WORSE than Hanford Freund. CityScape makes our prior property management firm look good and they were gobsmackingly, stomach churningly, terrible. CityScape also charges a lot more $$$ for their horrendous service than Hanford Freund. What a complete waste of our HOA money. Sabrina Chin does NOT return phone calls, does not answer questions, has ZERO follow-up. I made requests on December 1, 2023 that should have been simple to fulfill, never received the requested documents (Historical HOA Meeting Minutes). I also reported a significant water intrusion issue on Dec. 1, 2023 that they are just now getting around to inspecting. Meanwhile, the wall in my apt is collapsing and there is a significant amount of mold, (confirmed through testing) and my hardwood floor is ruined. I called the President of the company, Nick Berg and he never bothered to respond. I called AND emailed Robin Romo, COO, and she never responded either. Couple their abysmal service with our dysfunctional Board of Directors and you have a shit show on every single issue that you try to work through. Not helpful, not efficient. Finally self-reported the issue to San Francisco Department of Building Inspection. DBI issued a notice of violation for the building for RUN, do not walk, away from them. DEPARTMENT OF BUILDING INSPECTION THIS NOTICE INCLUDES VIOLATIONS FOR THE AREAS NOTED. REPAIR DAMAGED WALLS AND CEILINGS (l00lb,h,o HC) GENERAL DILAPIDATION OR IMPROPER MAINTENANCE (1001 (b)(13)) REPAIR DAMAGED WALLS (l00lb,h,o HC) At time of inspection, damaged spots were noted in the following areas: ceiling leading to basement storage area, exterior wall to the left of building entrance. Repair and repaint in an approved manner. At time of inspection, pipe behind washer was overflowing. Repair or replace the pipe in an approved manner. At time of inspection, damaged wall is observed in unit#5 living room area. Repair and repaint in an approved manner. They also cited for peeling paint, likely LEAD based as this building was constructed in 1925 RUN AWAY! read more

Unbelievably awful. I almost didn't buy my apartment because I saw Citiscape was the HOA management company and I've had such bad experiences with them previously. Our manager Marisa ignored my multiple emails and voicemails for weeks; when she finally got in touch, she lied and said my emails went to her junk folder and she never got the multiple voicemails. I've been asking to be added to the front door entry system for 2 months with no response. Luckily our HOA wised up and changed to a new management company, but Marisa never passed my details on to them, just deactivated my resident portal with no communication. The lack of basic professionalism is really incredible. Avoid at all costs. read more

Promised attentive, white glove service to my small HOA of less than 15 units. It took less than 3 months for us to go through two separate reps, neither of which took the time to respond to us in any timeline faster than a week. When you finally did get them to respond, it was always to ask you to wait just a little longer. We ended up having to arrange many of the repairs on our own, and 6 months later CitiScape mercifully sent us a letter saying they could no longer sustain our building in their portfolio, and we were able to switch to another property management. I would never again rely on CitiScape for any building I'm part of and would actively steer others away from them. read more

Do not use. They have a revolving door of people they employ as managers for our building. They are also highly unethical and almost impossible to get financial information for our condo building. They let things go and take months to get bids for basic things to insure our building is up to code, just careless and incompetent. The manager gets an office in our building and it is messy and unorganized which doesn't reflect well for our building. read more

All property mgmt groups are going to have their detractors. Citiscape has been MUCH MUCH better than our last management company and I am glad the board switched. Much of this comes down to people. We were assigned Sergey G. who has been terrific. Recently he has helped resolve a noise issue in the building which continued unabated for 10+ years. read more

Emily Hemphill was very help in providing information relative to an appraisal report. She answered my many question in a professional and timely manner. read more

My friend was selling her unit and had no idea an Estoppel Inspection was required by the HOA before they release a multi thousand dollar hold through escrow. She does not live in San Francisco and asked my assistance to coordinate. She put me in contact with Sergey, the property manager for the HOA. He was able to do the inspection within a week and I did not even have to be present. I provided him the keys and he came by the unit, then emailed the escrow office to release the funds. Made the situation really simple to resolve. read more

They have managed my building for the past 4 years. We rarely see our site manager Sergey Gorokhovsky. He is rude to residents and I personally saw him yelling at older folks during an HOA meeting. They lack financial planning and budgeting skills. Our HOA fees increase yearly. Do yourself a favor and choose a company that can offer better services. I do not recommend their services at all. read more

I'm selling unit #308 at the Marlow in SF and working with the Community Manager Joey Williams has been great so far. The rest of the staff is also super helpful, fast to respond to emails and know the building exceptionally well. read more

I lost my keys and had no idea how I was going to get into the building, we are in a highrise. I called the management company and they got in touch with our property manager. I could not make it to their office until after closing. The manager arranged for someone to meet me after hours and got me a new key. Didn't even charge for anything but the key, $25. Made a stressful situation fairly easy to navigate. read more

We work with LOTS of Property Managers throughout San Francisco and some are better then others! Each time I have had the pleasure of working with Emily at Citiscape, she has exceeded my expectations. She is prompt, professional and rare air in the field of property management. Thank you Emily! read more

Hello, I have been an owner at the Marlow since they opened 10 years ago and have had wonderful experience with Joey running the building. CitiScape should hire more people like Joey. Thank you Joey for your hard work. read more

This management managed my building and kept switching managers on us, at least 3-4 in the last two years. They are really unresponsive and seems generally disorganized except for timing the hoa meeting. Many of us in the building are frustrated from lack of answers and being transferred, really irresponsible. read more

My name is James Viggiano and I reside at 1788 Marlow on Clay and Van Ness. I've lived here since 2014. Joey Williams has been here for at least 6 years that I know of. Joey is in charge of the Front Desk at the Marlow.His professionalism and customer service is such a great asset. Joey has many tasks at the Marlow and handles all of them with such passion. I'm very proud to have him as our lead to the Marlow family. The best to you Joey. From James Viggiano unit #207. read more

I had the pleasure of working with Sergey when looking for a new home to live in, and I can't express how grateful I am for his exceptional service.  Sergey truly went above and beyond to make the process a breeze.  From the very beginning, he answered questions very quickly giving us peace of mind about the HOA we knew nothing about.  When it came time to move in, Sergey made the process very simple and was able to accommodate both our escrow calendar and mover's schedule as we were coming from out of state.  He even helped coordinate with the MTA for street parking accommodations.  Throughout the entire process, Sergey was responsive and a pleasure to work with.  I could tell that he genuinely cares. read more

I served on a large HOA board and worked with CitiScape, specifically with Sergey. They were a huge improvement over our various other property managers. Board meetings were well run, they have a network of service providers they can reach out to for quotes when work is needed, and are efficient at negotiating as well to ensure the building gets the best deals. For larger projects, they have ensured the board is kept well informed of the progress. I'd definitely recommend them to other large HOAs in San Francisco! read more

Best property management company I have ever dealt with. I have lived in this building for over 2 years and management is always quick to help and answer questions. I get emails letting me know what is occurring in the building and have always found our manager to be helpful when we had concerns with other people's conduct. Our neighbor had a problem with our dog barking and the manager was excellent at mediating and letting both sides come to the table. Can't say enough good things. read more

I currently own a unit in a building managed by CitiScape Property Management. They do a great job of communicating with both myself and my tenants. I can also access all the HOA documents through their web portal which is very helpful living out of state. They seem to have a large support staff, our requests are quickly routed. read more

We have used CitiScape for over a year. The quality and oversight of our vendors has improved significantly. Sergey is extremely efficient and addresses our issues promptly. read more

Citiscape has been the property management company for my building the last few years. Jessica Teglia was our assigned property manager. I've had terrible issues working with her. - Impossible to contact, even for emergencies - Fined me $15,000 unilaterally a day before closing without board approval while ignoring CC&R guidelines and without any notification or due process. This fine was later reduced to $0 after having to jump through many hoops. - Continuously moved the chains on what was required to resolve that issue and gave no notice to respond to change requests - Delayed and put my closing at risk due to terrible communication and last minute demands - Impossible and unavailable to schedule move out and move in dates - Endless fees totaling $500 to get electronic copies of existing documents for the sale of my unit I have lived in this building for 12 years and worked with other property management companies and managers as a resident and a board member. Citiscape and Jessica were by far the worst. read more

I'm a homeowner of a unit in a condominium complex in SF and our property manager Joey W. has always done a great job resolving all our inquiries/issues. He's very quick to respond and always have a great attitude to work with. I'm glad we can count on him and we're very appreciative of all his efforts. We highly recommend him and CitiScape for all your property management needs! read more

I am taking this opportunity to commend Emily Hemphill on her professionalism and stellar customer service. As a Realtor in SF, it is always a pleasure to work with a Property Managerr who is on top of the nuances we (inevitably!) encounter in any transaction. Emily is always resourceful and willing to act quickly to resolve any items that need clarification. Kudos to her! Emily, many thanks!!! read more

For the past 3 years, CitiScape has been the property management company for my (sadly now former) 34 unit condo in Oakland. Harrison Engle has been our assigned property manager for almost the entire time and I couldn't be happier with his professionalism and service. Our condo association needed a lot of support as the building moved from rental apartments to condos. The initial management company was incredibly slow and generally unhelpful. When that company unexpectedly dropped us shortly after all the units sold, we went searching for well experienced management company that would help get our bearings as a young association. CitiScape really fit the bill and helped us assess priority items we needed to tackle to stabilize our association as well as resources to support us when dealing with a number of early challenges. I want to give a special shout out to Harrison as our long term property manager. It is a rare thing to have a property manager support an association continuously as Harrison has. That continuity of support coupled with Harrison's diligence and willingness to assist with every imaginable issue has been huge to both the associate Board and the building at large. I knew I could always rely upon Harrison to respond immediately to urgent situations and to track longer terms projects that the association were pursuing. I know HOAs and management companies are literally the last thing people generally want to deal with, but Harrison made my experience on the Board downright pleasant. Thanks, Harrison! read more

Emily Hemphill at CitiScape Property Management is one of the BEST! She is routinely responding to our needs quickly and always displays such a professional and pleasant experience. When Emily is on the other end helping, we are always so delighted - if I could give her 10 stars , I would with no hesitation. Thank you for everything, Emily!! -Tim Fong, Compass read more

We have had a lot of accounting changes recently, very confusing. I want to say that Sergey has been excellent at answering questions and connect me with the right person to speak with for anything he could not figure out. Made my life a lot easier dealing with all the regular and special assessment payments. We even figure out that we overpaid and had a credit! Generally things have taken a turn for the better ever since CitiScape took over management last year. My folks do a lot less complaining. read more

Joey Williams at the Marlow was always super professional and friendly. He helped us solve a lot of unusual requests quickly and with a smile. I just moved and will miss him! read more

As a Realtor in San Francisco for the past 25 years, I have had the pleasure of working with Emily Hemphill from City Scape Property Manager. I am delighted to give her a five-star rating and would rate her even higher if possible. Emily is an exceptional professional to work with. She is highly efficient, responsive, and knowledgeable in her field. Moreover, she is very approachable and courteous, making the overall experience a pleasure. Having worked with Emily on different properties over the years, I can confidently say that she is the best in her profession. She is a valuable asset to CitiScape, and I feel grateful to have had the opportunity to work with her over the years, I can confidently say that she is the best in her profession. She is a valuable asset to CitiScape, and I feel grateful to have had the opportunity to work with her. Gail G read more

I want to express my thanks for the exceptional assistance I received from Sergey during my move in process to The Lofts in San Francisco. I was terribly worried that my move schedule was not going to work with building rules, but Sergey removed all barriers and allowed us to move in the same weekend. I found the rules cumbersome and complicated, but one call to Sergey and everything was worked out. Sergey was a relief during a stressful moment. read more