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:24/04/2024

  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.

  We are very concerned of this company's billing practices. We were not notified by the strata that they would require fire testing access to our storage locker, so the strata said they req'd a secondary visit by the fire testing company, Radius Fire Vancouver & that WE would have to pay the add'l fee even though we rec'd NO notice for the 1st inspection. Radius Fire emailed the cost range would be $267.50 ************ consumable charge, to $535.00 ************ consumable charge. We were forced to agree or face a fine by the strata. We were shocked when present at the inspection that not ONLY did it take LESS than 8mins to do a test at the lobby fire panel & can puff spay at the smoke detector in the locker; BUT they THEN went on to OTHER units in the complex when they had said they were ONLY testing our *********** were the ONLY owner that had NOT had a 1st inspection & 'specially' coming back for a 'special single-rate charge testing inspection' of $300 to $600. During & after the testing appt we communicated w/the company about our concerns & also to the property mgmt company w/photographs & full documentation of what actually occurred when they came to do the test & no further correspondence was ********** were ignored w/no explanation of the billing. We are now facing the situation AGAIN & would like a full explanation for this excessive billing practice & false information told to us that we were the ONLY strata lot being tested & charged on that day for an excessive 'special single-rate charge testing inspection'; when actually there were SEVERAL other units being inspected, possibly resulting in charging over $1000 to $2000 directly to these strata owners in a very short amount of time? Will this be happening again? ** *** ******** ******** *************************** ************************** ***** ** **** ****** ****** ***** ************************* * *** **** ****** **** **** ** ******* **** ********* ***** ** **** ******* ** **** ***********************

  

  Business Response

  Date: 06/05/2024

  We require more information, address and property management company handling this site. We would like to note, that we do not invoice direct to the unit owners and that we would have been dealing with the property manager, who was representing the Strata. The Strata is charging back the unit owners. We do not know what was said by the Strata to the unit owners. 

• Initial Complaint

  Date:16/11/2022

  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.

  This company has a history of double and triple billing me for the same time period repeatedly telling me I haven’t paid them for services when I had paid. They waste my time with this issue which has been ongoing for in excess of a year. I had to spend countless hours looking for bank statements over and over again to prove they had been paid . They are trying to cancel my service despite the fact that I don’t want it cancelled because I made other landlords aware of their dishonest billing practices and it will cost around $2000 to establish a new service with someone else. They demanded my credit card number so they could continue their dishonest billing practices and when I refused to provide it then stated they would cancel my service despite the fact that I didn’t do anything wrong and I pay my bill every month in a timely manner. I request 1) an apology 2) that they continue providing me service without double and triple billing me or 3) if they cancel my service that they pay me $2000 for the cost of establishing service elsewhere and for my wasted time sending proof of payment on over 7 invoices in the last 2 years. Thanks
  
  Documents to be provided upon request

  

  Business Response

  Date: 07/01/2023

  I have been waiting for an email about this.  I came on the site one time but it said no repsonse was yet required.  

  I can provide you more detail in the next day or two.  We have tried to rectify the issues with this customer for more than 2 years now.  

   

  Customer Answer

  Date: 09/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** ********
  
  

   

  the only issue is that they’ve been double billing every invoice and are trying to cancel the contract which will cost me $1000 in fees . They are doing this because I refuse to pay each invoice twice. I haven’t heard from them in a month and a half and no resolution has been sought or proposed since I initiated this complaint 

  

  Business Response

  Date: 20/01/2023

  To whom it may concern:
  There have been many back and forth emails with ****** ********
  over the last couple of years regarding billing.  We have done our best to show all of our payment
  records and detail each invoice paid or unpaid.  We asked her to send us her proof of payment so we could have proof
  against our records and explained that any discrepancy would be rectified on
  our end but she refused.  In 2021, we gave
  her a credit for one month, in good faith because she was so unhappy.   However,
  **.  ******** feels that we intentionally
  cheat and lie and she has made social posts complaining about our bad
  practices. 
  I could attach all the emails, statements, threats,
  accusations etc but I would prefer not to do that as **. ******** is convinced
  that we are not truthful and therefore this see** futile. 
  However, I would like to clarify her claim that we canceled her
  services because she would not give her credit card.  She actually cancelled our services in writing
  on Oct 4, 2022.  I personally sent her a
  card and a gift card apologizing that we were not a good fit and we were not
  able to get clarity on billing and we were sorry.  She then tried to rescind her cancellation on
  November 2, 2022.  The following week
  Radius sent a registered letter saying we accepted her cancellation unless she would
  like to provide a credit card, in hope to prevent the unproductive
  communication and accusations in future.  She refused and sent an additional email on  Nov 10th.  We then took steps to cancel the
  service.   
  **************************************************************************
  Here is the record of the correspondence and I have
  attached our registered letter as well. 
  ****** ******** October 4, 2022 at 5:26 PM
  This is a follow-up to your previous request #130765 "ULC
  Inspection Due - ******..."
  I’m the one who made the post on the BC Landlords page on Facebook and
  to the group which has reached thousands of local landlords. I complained
  before and I will complain again. I’ve paid my bill in full every month and I
  get 3-4 bills every month basically quadruple billing me for invoices that have
  already been paid. I’d like to end my contract with your company and would like
  to cancel my service and this is due to your dishonest billing. This had been a
  problem in the past and you offered me 2 months free service but that was
  considerably less than what I overpaid. I will tell you now that this has been
  one of the pages most popular posts and it’s a shame for your company that
  you’re ruining your own reputation with dishonest billing practices. Please
  advise when you can cut the service to 158 East 4th street in North Vancouver.
  I would like to request that this service be terminated the last day of
  November to allow me time to find a suitable replacement. I look forward to
  hearing from you.
  Thanks,
  ****** ********
  CEO
  MBJR Properties Ltd.
  ******
  ******** November
  2, 2022 at 10:28 AM
  I’ve
  decided to not cancel after all but you will need to stop double and triple
  invoicing me as I only pay each invoice once (regardless of how many times you
  bill for it) and if this dishonest invoicing continues I will make even more
  posts online advising people of dishonest billing practices at your company.
  You are hereby ordered to correct all your billing regarding my account and
  credit me any and all overpayments by the end of the month. Thanks 
  
  ******
  ******** November
  10, 2022 at 6:31 PM
  Because of
  your history of double and triple billing for the same invoice period, I’m not
  providing a credit card number. I was billed for December and I will be paying
  said invoice since I’ve cancelled my cancellation. My lawyer is advised of this
  situation and is ready to sue for damages plus fees involving reestablishing a
  new service with another company. Please advise how you would like to
  proceed and I will have my lawyer act accordingly and hold you financially
  accountable for your actions. There’s a record here of your company
  repeatedly double and triple billing for it’s invoices and this has been
  documented in our email threads. I will also bill you for my time at a rate of
  $100 an hour should resolution through the courts be necessary. 
  
  My lawyer
  is ***** ***** with New Westminister Law. You will hear from him should you
  continue to try to penalize me by not paying each bill three times. 
  
  Kindly rectify this immediately.
  Thanks 
  
  To complete this response I would like to address, **
  ********’s original request:
  1) an apology.  I
  am sorry we were not able to gain ** ********’s trust.  We tried our best to document what was paid
  and what was outstanding.  No matter what
  we did she continued to make false accusations about our ethics and
  morals.  This was a lose lose situation. 
  2) that they continue
  providing me service without double and triple billing me or
  **. ******** has gone to
  another provider. 
  
  3) if they cancel my service
  that they pay me $2000 for the cost of establishing service elsewhere and for
  my wasted time sending proof of payment on over 7 invoices in the last 2 years.
  We will not be paying $2000.  ** ******** has our equipment that should be
  returned but we will not pursue this should she refuse to return it.  ** ******** has two unpaid months of service
  for October and November in the amount of $204.62 which we will forgive.  We also provided service in December of 2022
  and did not bill her.  Therefore we have given
  her $306.90 of service at no charge. 
  
  We trust ** ******** will
  have a better experience with her new provider.
  
  Regards,
  Joslyn A*******
  VP Sales and Marketing/Owner

  Customer Answer

  Date: 25/01/2023

  This response is unsatisfactory to me. There is still money owing to me which I have determined is $500 minus one month service. If they could kindly send the following information for a claim with the bc civil resolution tribunal as I will be submitting a claim: 
  
  Corporate records address, 
  Contact information for a legal representative including phone number and email address . 
  
  I will also be submitting a claim for damages resulting from stress in association with said claim. Thank you for your assistance in this matter
  
  ****** ******** 

  

  Business Response

  Date: 25/01/2023

  To whom it may concern,  I am sorry, disappointed but not surprised that ** ******** is unhappy with our response.  I have nothing more to comment.  Regards,  Joslyn 

  Customer Answer

  Date: 07/02/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  
  

  Regards,

  
  

  ****** ********

  

  Business Response

  Date: 07/02/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the consumer in reference to complaint ID .********, and find that Mediation is necessary.

  
  

  Thank you.