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Business Profile

Property Management

Fraser Property Management Realty Services Ltd.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:14/11/2024

    Type:Customer Service 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.
    I am an 'owner' in ****************** that is managed by Fraser Property management.- On Dec 7. 2023 at our AGM there was approval of a Special Levy of $161,598 for a roofing project that was to be managed by Fraser Property for a fee of $2,989.- On completion of the project (noted complete on July 16, 2024) owners are/were to be given a report of the expenditure of the funds collected in the Special Levy (see strata Property Act of BC section *****.d.)- On Aug. 19, 2024, I sent an e-mail to Ms ***** *********, Fraser Property Management requesting the above noted report. I received an acknowledgement of receipt but no reply.- On Sep. 19, 2024, I sent a further e-mail. On Sep. 20 Ms ********* replied that no report would be sent until Oct. 31 claiming end of year financial reports.- On Nov. 5, I sent a further request. It was acknowledged nut there was no reply.According to their website, Fraser Property is a BBB member. Shouldn't I expect prompt action on my request?

    Business Response

    Date: 19/11/2024

    The information the complainant has requested is part of the completion process for the project referred to in his complaint. The bookkeeper and the strata manager have compiled this information for **************, which will receive the information at its next meeting, at which time, presumably,council will authorize its release.

    Neither FPM nor the ****************** are required to respond to the complainant according to his timetable. There is a process involved in these projects, and it is being followed. In addition, a management company (FPM in this case) is not permitted to send out such documents without the councils approval of them first, so until that is received our hands are tied.

    Customer Answer

    Date: 25/11/2024

     
    Complaint: 22543083

    I am (conditionally) rejecting this response because:

    On Nov. *******, I received a 'statement of account' for this problem from Fraser Property Management. Today (Nov. 25, 2024) I sent a reply to Fraser Property Management requesting additional information. If this information is supplied, I will withdraw my complaint.

    For some reason, this site will not allow a copy/paste of my statement to Fraser Property Management.

    Sincerely,

    ***** *****

    Business Response

    Date: 06/12/2024

    Hi we have provided directly to ***** directly that he has requested. 

    Business Response

    Date: 06/12/2024

    Hi we have provided directly to Mr ***** all the information he initially requested and since then he has requested more information some of which we could not provide as it is related to owners information which we feel would be  a breach of the Privacy Act.

    Customer Answer

    Date: 06/12/2024

     
    Complaint: 22543083

    I am rejecting this response because:

    This information should be supplied according to Strata Property Act Sections 35.1.d and 36.1,a. The privacy excuse is nonsense.

    Sincerely,

    ***** *****

  • Initial Complaint

    Date:10/01/2023

    Type:Billing 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.
    When I purchased my home I paid the first months strata fee through my lawyer. Fraser property management reached out a month after possession to tell me they didnt receive it. I got them in touch with my lawyer and they emailed me saying theyd resolve. 4 months later I got an email saying they are fining me for unpaid strata fees. I have sent almost a dozen emails to rectify this and get no responses. They have now taken the money from my bank account without allowing me rectify the issue.

    Business Response

    Date: 11/01/2023

    Hi, in response to claim ********.

    I did try to call Ms ******  but no answer.
    I did find an email of January 6 2023 to ****, who is the strata agent.  I will speak to him about forwarding emails of this nature onto our accounting **** as **** does not deal with the fees.

    In response to Ms ******* allegations that we took money from her account without permission and that her lawyer sent her first months fees from when she moved in August 1 2022. I respond: 

    I appears that in December Ms ******* notary finally sent the fee to us that was the August fee along with the move in fee of $200 which was agreed upon.  The fee in August was still $308.41. 
    I have enclosed a statement which notes the two payments of cheque #****  and #**** from ******************* for the $30841 and $200.

    However, in November, an *** took place at the strata, at which time the fees were approved to be raised.  The fee raise took effect August 1 2022, (back to the budget year start of the strata). 
    There was an adjustment of $195.64 for this fee increase for the months of August, September Oct November and December.
    In the minutes of meeting, it clearly states that this extra fee will be automatically deducted as a one time additional payment on January 1 2023.
    The new fee for this unit is $347.54 approved at the strata agm (which notice was sent in November and Ms ****** could have attended as it was held in the amenity room downstairs).
    So the fee taken out on January 1 2023, was $543.13 which is the new fee approve of $347.54 plus the back fees due of $195.64.  This again, was notified to owners in the agm minutes, which were distributed by email to Ms. ****** on Nov 16, 2022, giving her  6 weeks to read the minutes and understand what happened at the *** to the approval of the new budget.
    The fee will be $347.54  from Feb 1 2023 on now that the fee adjustment back to August has been caught up.
    The minutes of that meeting are attached and the schedule of fees is in there.  These minutes were sent by email to Ms ****** on Nov 16 2022.

    All owners were subject to the same fee change and one time additional fee payment at this strata.  We have had no other complaints from any other owners regarding this.

    The Account Past Due notice was sent Dec 6 2022, we did not fine Ms ******* as the payment was received from the notary on Dec 29, 2022 (per statement).  We do not know why it took so long to come, but maybe it got lost in the mail from the notary and they resent it.

    Our pre authorized payment agreement which was signed by Ms ****** duly notes on the back of it that any strata fee adjustments will be automatically adjusted to match the fees, and notification was given in the minutes of the fee changes.  We have attached the pre authorized form Ms ****** signed.  We suggest she read the back portions where she signed it where it says fees will be automatically adjusted and that permission has been given with signing of the form.

    We suggest Ms ****** read her correspondence from the strata, including *** notices and minutes in the future so she is aware of what is happening with the strata fees as they are subject to change yearly.
    Kindly pass this info along to Ms ****** and we look forward to the BBB response.

    Thank you.

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