Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/08/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At the end of June, Pivotal had a restoration company demolish the front closet in my unit to access a pipe and replace it. The repair to restore the closet, fix drywall and re-install shelving has not happened yet. I've reached out to Pivotal requesting that the repair be made, but they said they have to wait for a quote from the restoration company. After I contacted the restoration company directly, they said they never received a request for a quote from Pivotal. Pivotal has since not responded to me. My tenant has been living in a construction zone for two months and Pivotal has not made an attempt to repair the unit.

  

  Business Response

  Date: 20/08/2023

  There was some disconnect in communication, as we had asked the contractor responsible for this matter to communicate directly with the owner about the timeline. Since receiving the complaint below, we have reached out to the owner to provide a timeline for the repairs. This project included many other units that are affected by the same issue, which requires significant planning and can be affected by non-participation/attendance by other owners. That being said, the contractor is expected to attend this unit on September 19, 2023, to start the required repairs to finish off this project. If the owner has any questions relating to this project, they are encouraged to reach out to Pivotal directly and we will discuss with the contractor, on their behalf. They can include the following email addresses on any correspondence, which include our senior management team. ******************* ******************* ******************. 

• Initial Complaint

  Date:09/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a very serious security issue in our building. The parkade door has been malfunctioning, remaining open for hours at a time, including overnight. We have had problems with theft and vandalism there, not to mention that anyone can walk in off the street unimpeded and access the rest of the building.
  
  It’s now been two weeks, and the problem continues. Pivotal has NOT been dealing with this problem with the sense of urgency that it warrants, evidently because they’ve now posted a notice in the parkade with a “guess” about what might be wrong.
  
  If you can’t fix the door TONIGHT, you need to hire a more competent repair person, or replace whatever isn’t working.

  

  Business Response

  Date: 11/03/2023

  Hello, 

   

  Thank you for reaching out. As outlined in our email sent to you yesterday, please see the details of ours and the Board of Director's for your condominium corporation below. 

   

  I
  understand that you are feeling frustrated with the overhead door issue at Ion
  in Ambleside. I can assure you that both Pivotal Property Management and the
  Board of Directors for Ion in Ambleside take this matter very seriously and we
  are working on it every day for approximately, the past 2 weeks. Please see the
  timeline of action below.
  
  
  February 27
  – Pivotal received a phone call from an owner, stating that the overhead door
  had been open since yesterday
  February 27
  – ******* * ***** was called out to address the overhead door not closing
  February 28
  – Pivotal followed up with ******* * ***** to confirm what the underlying
  issue is
  March 1 –
  Pivotal received an email from an owner, stating that the overhead door is not
  closing again;
  March 1 –
  Pivotal called ******* * ***** to attend site to service door and to follow
  up on underlying issue again
  March 1 –
  Phone call with ***** from ***, the issue is related to an error in
  programming, they see this when someone tries to program their vehicle's built
  in garage door opener to the receiver. The receiver accepts the programming but
  when that vehicle uses their button, the receiver has to switch to a different
  frequency and then it cannot switch back and the door remains open. ***
  have found the faulty "remote" and reprogrammed it. In the instance
  that the door is stuck open again, press “Open” then “1” to manually close the
  door.
  March 2 –
  Pivotal received an afterhours phone call from an owner stating that the
  overhead door is stuck open, advised owner to attempt manual close function,
  door only came down part way, and then went back up.
  March 2 –
  Pivotal called out ******* * ***** to address door.
  March 2 –
  Pivotal called ******* * ***** for an update on the afterhours service
  call, ***** confirmed that the door was closed around 5:00am. ***** advised
  that there were 5 fobs that were programmed incorrectly, which causes the door
  to stay open. He will speak with the service technician who was working on this
  to confirm if all 5 fobs were reprogrammed.
  March 3 –
  Pivotal received an afterhours phone call stating that the door was open again.
  Pivotal called onsite Board member to ask if they could go to the door and
  initiate the manual close. Board member was not home at the time to do so,
  authorized overtime charges to ******* * *****.
  March 3 –
  Pivotal called ******* * ***** to attend site afterhours to address the
  door, service technician advised that he would go to site right away, and that
  the Service Manager is looking into other solutions.
  March 3 –
  Phone call with ******* * ***** service technician, while on site, he
  reprogrammed the most recently used fob. He suggested that security camera
  footage could be reviewed to determine which vehicle is entering/leaving the
  parkade when the door gets stuck open.
  March 3 –
  Pivotal posted update to owners & tenants on CondoGenie informing them of
  the recent issues and steps that have been taken. Asking residents to ensure
  that the door is closing behind them every single time they enter/exit the
  parkade, if they notice that it does not, provide the fob serial number to
  Pivotal to have it reprogrammed. If they notice the left open, use the manual
  close function by pressing “Open” then “1.”
  March 6 –
  Pivotal received afterhours phone call from owner stating that the overhead
  door is not closing and the manual close function is not working.
  March 6 –
  Pivotal called ******* * ***** out to address door, afterhours service
  technician confirmed he will be onsite within 1 hour as he is finishing up a
  job in Stony Plain, also mentioned that the Service Manager is suggesting to
  replace the receiver  
  March 6 – ******* * ***** confirmed that door is now closed
  March 7-8 –
  Pivotal received emails/CondoGenie posts from owners about the door. Owners are
  instructed to use the manual close function and notify us if it does not work
  March 9 –
  Pivotal confirmed the delivery date for a new receiver, it is scheduled to
  arrive March 13 and ******* * ***** will install as soon as possible
  March 9 –
  Pivotal sends mass email to affected owners and CondoGenie post regarding the
  replacement receiver and asking owners to continue to watch the door in the
  meantime
  
  
  A new
  receiver for the overhead door opening mechanism has been ordered and will
  arrive and be installed early next week. Unfortunately, when parts need to be
  ordered, there will be delays as we wait for them to arrive. We have
  communicated this to owners and tenants via email and CondoGenie yesterday,
  March 9. Pivotal has not posted any physical notices regarding this issue as we
  are an offsite management company. Any physical notices posted by Pivotal will
  always be printed with our logo and on our letterhead to ensure credibility.
   If you are not already a CondoGenie member, I highly recommend creating
  an account. Both owners and tenants can join, and it is a great way to
  communicate with your neighbors as well as receive these types of notices.
  Follow this link to create an account ************************************.

• Initial Complaint

  Date:20/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PPM took over the management of the ******** ***** townhouse complex maybe 3 or 4 years ago and are breaking the law in what appears an attempt to drive only a handful of unit owners' requests. I told them that a townhall planned for this summer 2022 had to be accomodated or else a number of us could not attend, and this is a legal imperative and a criminal case one (there is a restraining order between neighbours in the complex) -- I am also submitting this complaint to the human right tribunal because I am entitled to accomodation on disability grounds and PPM has blown all of my accomodations that had been successfully executed and respected until they took over management. There are many dimensions of this that are not human rights but business malpractice and violating the law which is why i am submitting to the ***. I and many others were blocked from understanding the renovation that was forced on us without due accomodation that everyone could make it and obtain the information and have a chance to vote. Now the new manager Jamie Shima thinks it's acceptable for reception to block my emails because I "harassed" him for telling him there was a human rights violation and that PPM broke the law and billed $27,000 to my household for the multimillion dollar project he blocked my vote on, That's illegal ***, flagrantly illegal. I have been asking for a week where to send condo fees that are in bank drafts and they wont even give me their address. i have lived here for 10 years and bad management at PPM are restricting my home ownership
  please read google review, which gives synopsis from the rights angle, but that isnt all that is going on here:
  ********************************************************************************************************************************************************************************

  

  Business Response

  Date: 27/10/2022

  Hello,

  
  Thank you for
  your feedback and I hope I can clear up any misunderstandings. Please be aware
  Pivotal Property Management acts as an Agent for your Condominium Corporation
  and we take direction from the Board of Directors. All of the correspondence
  you have sent to our office has been reviewed by The Board. In the last 3 years,
  12 units had water leaks which were caused by exterior deficiencies and the
  Board is having the Building Envelope Project completed next summer. After
  consulting with an engineering firm, it was discovered the building envelope is
  compromised and all units at the Condominium Corporation need to have their siding
  replaced. Please be aware an Ordinary Resolution for the type of siding that
  will be used and a Special Resolution on how to finance this project has been
  passed by the owners of your condominium, which requires over 50% and 75% of
  the ownership to approve the resolutions. At this time, The Board has not
  passed a motion to issue a Special Levy nor an increase the condominium fees for
  owners to pay for the Building Envelope Project. Due to the passed Special
  Resolution by the owners, the Board will be obtaining a loan up to $1.1 million
  to finance this necessary project. If you have any concerns regarding
  accessibility to your unit when the project will be completed next summer,
  please let us know and we will discuss the matter with the contractor.

  
  We sympathize
  with your current situation about the criminal complaint you have against
  another unit at the complex. However based on previous advise we have received
  from lawyers, Annual General Meetings (AGM) should be held in person due to the
  voting portion of the meeting. Currently there are no online platforms that
  allow owners to vote anonymously. However, please be advised the Board has
  decided to host the next AGM virtually and more information will be provided in
  the next few weeks. For any owner who is unable to attend an AGM, they are
  welcome to assign a proxy to attend and vote on their behalf by signing the
  Proxy Form located at the end of the AGM Package.

  Customer Answer

  Date: 03/11/2022

  
  
  Complaint: 18252244
  
  
  
  I am rejecting this response because:

  it is my right as a homeowner in this complex to be able to access all of the information that you sent to every other owner but denied to me, so that i could have performed due diligence by reading and thereafter having been allowed to access the special general meeting which you denied me. 
  There have been accomodations requested at my unit for the previous ten years since my family moved in in August 2012 that documents be printed and delivered to my door, and the natural extension I had requested of your staff was that the special general meeting be made accessible. My grounds to request accomodation are numerous disabilities as well as the criminal case that prevents both myself and another owner from seeing each other including at condominium events that must thereby be accomodated and made accessible. You refused. Your senior manager ******* then told me that it's u[p to the police to escort both myself and the other party to the event. I can't begin to tell you ******* how wrong you are to think that my protected rights in Canada are not your agency's to safeguard. This duty to accomodate falls on all canadians and in this case the duty fell to Pivotal Property Management, who failed. This has been reported to the Alberta Human rights Commission and the Office of the Advocate for Persons with Disabilities (who will contact you the week of December 11. You've been scheduled for advocacy). I am entitled to the same rights as any other homeowner which is why the duty to accomodate exists. when I was forced to go to your office to deliver my condo fees because your staff refused to tell me your address for mailing, your manager **** kicked me out, so I called the police on you.  And the police told me to interact directly with my condo board, my neighbours. and I do not believe that you represent ******** ***** at all. We deserve better than discrimination. 
  There was no proxy suggestion at all for the special general meeting nor livestreaming despite my request-- you have always refused my rights. Therefore I could not participate in anything. You did not allow me. But it's my home, and the same is true for others. That's why this is being addressed as it is. And you know ad well as I do that if I call you or visit your office, you will kick me out again or refuse to answer even though the only issue is that I'm a disabled homeowner and you are unbelievably ignorant. 

  the reason I need help is because i'm disabled. Nothing you have written makes any sense to me because this is the first time you have spoken to me instead of refused me, only because I reported you to a watchdog who is watching you now. And so I can reply. I don't know what your terms reference because I was denied from knowing everything. The only thing I know is that if your bigotry continues my disabled family of two children with autism and myself as the single parent with too many diseases to list, are forced to leave. But not without this fight first. 

  
  
  
  
  Sincerely,
  
  **** ****