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:02/04/2024

  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.

  Hi ******** Did you come to the property last week? I haven’t received a response to my last email about your meeting with your service team. The time clocks are still not set properly… lights are off in the morning and on in the daytime. Also you guys are aware of the roof situation and I’m assuming no one came to check on it as 303 basically flooded on Saturday. One would think when you are aware of a problem you would be closely monitoring the situation? All 4 units need to be assessed for damages. Also you should be looking at the other building. Where are the monthly reports? Have to send an email every few days to get information is becoming redundant. Please give an update. ***** On Mar 25, 2024, at 3:15 PM, Condo Management wrote: Hi *****, I will be having a meeting with our service team this week to discuss as well I will be at the building this week. Once I meet with them, I will let you know. Thanks and have a great day! From: ******************* Date: March 21, 2024 at 12:30:22 PM MDT To: Condo Management Subject: Time clock Thank you, to be honest it is a little frustrating that I am the one letting you know about these issues every spring and fall. This is a regular recurring maintenance item that can be easy rectified by putting photo eyes on the building or regular walk through by our property management company. I have brought this up multiple times over the last 4 years. On Mar 21, 2024, at 11:53 AM, Condo Management wrote: Hi *****, Thank you for letting us know about this. We will have the lights looked at and adjusted. Thanks and have a great day! ******** 780-714-0812 20|20 Management -----Original Message----- From: ******************* ********************* Sent: Tuesday, March 19, 2024 5:55 PM To: Condo Management

  

  Business Response

  Date: 05/04/2024

  Case Number: ********
  
  The communication provided by the Consumer outlines the ongoing and continuing communication between our Business and the Consumer.
  
  We received an email from the consumer on March 19th to advise of an issue with the outside lighting at the complex. Our Condominium Manager replied to this email on March 21st to advise that we would investigate and have the issue rectified. On March 25, we advised the consumer that our Condominium Manager would be attending the property with our Service team.
  
  On March 28th, our team attended the property at 9:30am and investigated the light issue, as reported by the consumer. While we did not observe the issue as reported, our Service Team Member reviewed and adjusted the lighting schedule, as per the current daylight hours.
  
  March 29th to April 1st – Our office was closed in observance of Easter.
  
  On return to the office on April 2nd, our Condominium Manager provided the consumer with an update to the situation. The Consumer was advised of the following:
  
  1.        Our office does not reply to emails outside of normal business hours.
  2.        Our Condominium Manager and service team attended the property on Thursday March 28th at 9:30am, and although we did not witness the reported issue, we adjusted the light clock to ensure accuracy of outside lighting. The lights were set to turn off at 6am and turn on at 8pm. The consumer was provided with a photo of the settings to verify.
  3.        We addressed the active water leak that occurred on March 30th. On notification, we immediately dispatched a contractor who went to the property and dealt with the issue. The Contractor advised us the reason for the leak and that their recommended action would be to replace the roof of the building.
  4.        We requested that the contractor provide us with quotes and reached out to additional companies for quotes to replace the roof. According to our contract with the Corporation, we must get approval from the Board for all repairs over $1000, see excerpt below:
  
  4.9   Contracts and Administration:
  …”The Manager shall not enter into any contract on behalf of the Corporation, which involves an expenditure or cumulative expenditure in excess of $1000 per month without the prior written approval of the Board.”
  
  As we anticipate that the cost of this replacement will be over $1000, we have advised the consumer and the Board that we will be presenting quotes at the next board meeting for their discussion and approval.
  
  5.        We have reached out to all board members, including the Consumer who is a present board member, to confirm a date for the next board meeting. Once members of the board can agree on a date, we will finalize arrangements.
  6.        The Consumer makes note of assessment required for all units. All unit owners were individually contacted for details of visible leaks within their units but only one reported any issues. Contractor attended this unit.
  7.        Monthly reports are provided to the Board of Directors at Board Meetings. The consumer was provided with a copy of the most recent report as well as all reports completed in the past 12 months.
  
  We continue to communicate with the consumer and work towards having the roof replaced. As the Consumer notes, the leak occurred on March 30th, and organizing replacement of a roof by April 1st when the Consumer made the complaint is not possible with the logistics of the long weekend, receiving quotes from contractors, presenting quotes to the board of directors, receiving required approvals from the board of directors, confirming approval with the contractors and then having the job completed.
  
  While we acknowledge the inability to complete the replacement within the Consumers desired timeframe, we continue to actively communicate and work with the Consumer and necessary parties to have this completed to the satisfactory of  the Board of directors.