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:11/10/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Dwell Property Management withdrew $100 move in fee from our bank account without authorization.

  Customer Answer

  Date: 11/10/2024

  Dwell Property Management did not ask for any authorization for this withdrawal from my *** bank account on Sept 24th. I just happened to notice when I was going through my bank statement online. They have not made any effort to return the funds. 

   

  

  Business Response

  Date: 16/10/2024

  Hi Mr. **************** will have someone reach out to you directly today to investigate and resolve this matter. Thanks for bringing this to our attention. 

  Customer Answer

  Date: 16/10/2024

   
  Complaint: 22412680
  
  I am rejecting this response because they have not reached out. ************ is my personal cell number if they want to reach out to return our $100
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 18/10/2024

  Our controller, ****** ****, called on Wednesday Oct 16 and left a voicemail for Mr. ******* In addition, he sent an email, a copy of which is attached. The funds should have been received by Mr. ******* however, if there is any issue, he is invited to call ****** directly at ************ or respond to the email that was sent. Thank you.

  Customer Answer

  Date: 18/10/2024

   
  Better Business Bureau:
  
  In reference to complaint ID ********, the business did not call my personal cell as stated in reply email. Funds have now been returned to my bank account. Hopefully they do not withdrawal any other money as I sold the property that is managed by Dwell Property on October 10th, 2024. I accept the business response of this case at this time. I still do not understand how a company can withdrawal money from someone's bank account without authorization? Other strata management companies we have delt with in the past have always asked for written authorization before deducting money from our bank account.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:28/03/2023

  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 are landlords of a condo, the unit has been experiencing plumbing issues for more t*** 2 weeks and hasn't been resolved by the strata manager. The water is bubbling up from the kitchen sink drain and there was a risk of overflow. (pictures attached) We called a plumber as per the strata manager's suggestions only to find out what we have already known from other tenants who experienced the same issue, the problem is not in the unit, hydro flushing is required to resolve the issue. We have sent the report with pictures from the plumber to the strata manager and as a temporary solution for the tenants, the pipe under the kitchen sink was closed, this means the tenants are not able to use the kitchen sink. The hydro flush was previously scheduled for April 5th, but with this situation we have requested to move it to an earlier date as tenants cannot live under this condition. The strata manager has sent out another plumber, which most likely will report the same, it is a building issue. Strata manager has not replied to emails as of today.

  

  Business Response

  Date: 28/03/2023

  The property manager is the agent for the strata corporation and takes direction from the strata council. There were issues getting access to the unit through the tenant. Unfortunately, the hydro flushing could not be rescheduled as it requires availability from the plumbing contractor as well as appropriate notice to other residents in the building to clear vehicles and personal property from a section of the parkade. The strata council has been aware of the communications from the unit owner and two members of the strata council, along with the owner of the plumbing company, attended the unit in person last night and accessed the unit. The issue has been temporarily resolved; however, hydro-flushing is still required, which will be done on the scheduled date.

  We trust that this resolves the matter; however, the owner of the unit is invited to address this matter further with the strata council should they wish.

   

  Thank you.

  Customer Answer

  Date: 29/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: 
  
  There was no "issue" accessing the unit. Leo C*** dispatched a plumber without coordination, our tenant was at work by the time the plumber was dispatched. 
  After this we sent out a plumber (March 26) and put a temporary cap. A report was sent out to Leo C*** on March 27th, he dispatched another plumber to the next unit, and without their knowledge they proceeded to insert a metal "snake" to unclog the pipes, the snake came out from our unit and damaged the cabinet under the sink. Pictures attached.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:15/03/2023

  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.

  Dwell is our management company. Jason G*** is the manager who runs our strata. The reason for this complaint is that ** G*** has not answered any of our latest communications, neither by email nor by phone. Despite all my attempts to obtain information to which I am legally entitled, as well as the explanation of why the processes have not been carried out as established by law, Mr. G*** has chosen only to ignore all requests made in a polite, cordial manner and legally founded. The purpose of this complaint is to politely request that ** G*** perform the duties that he is legally required to perform. Thank you

  

  Business Response

  Date: 17/03/2023

  Dwell is the agent for the strata corporation and the property manager follows the instructions of the strata council. The property manager received a request for information on February 15 and council reviewed the request for information at the council meeting held Feb. 16, 2023. The individual making the request does not appear to be the owner of the unit and so the request was denied by the strata council. It was noted by council that proof, received from the registered strata lot owner, that the person making the request was acting as their authorized agent, would be required in order for the strata corporation to provide this information. This decision was recorded in the council meeting minutes. 

  Customer Answer

  Date: 17/03/2023

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

  
  
  I am kindly requesting a copy for a list of owners, with their strata lot addresses, mailing addresses if different and correspondence sent or received by the strata corporation and council. Also I would like to know when the bylaw 35 Quorum (2)(b) was incorporated to our bylaws.
  
  
  
  The strata property act Divison 2 – Records 35 (1) (c) (i), (2)(k) and 36 (1)(a) grant me the right to ask for this information to the strata. Also I would like to note according to The strata property act Divison 2 (36)(3) the strata corporation must comply with the request within 2 weeks unless the request is in respect of bylaws or rules, in which case the strata corporation must comply with the request within one week.
  
  Sincerely,
  
  ***** ** ****

  

  Business Response

  Date: 21/03/2023

  We are unable to provide the information to this person for the reasons explained in the previous response. 

• Initial Complaint

  Date:08/03/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 purchased two fobs through Dwell's portal. Their accounting dept took the money out of an old account which cost me $90 in NSF checks ($45 for each fob). I reached out, had them refund my account. I needed one more fob so I purchased another through their portal. They took the money out again from the old account. Not only that, they charged me their own NSF fee $36.75 x 2 even after refunding my account. No one had the foresight to waive this additional charge. All these costs need to be refunding. My accounting books are mess. This is their error. They have been debiting my new account for my maintenance fees for four (4) months now they their systems aren't talking to each other. My biggest concern is the fact that they can't learn from their mistakes and this will affect my credit score. Waiting for a manager to call me back. Who is managing this management company?

  

  Business Response

  Date: 10/03/2023

  We apologize for this error, which should not have happened.  This matter was escalated to our Controller, Daniel Dong, who reached out to *** ****** directly - it's my understanding that this matter has now been resolved.

  The NSF fees that were charged have been reversed. We do not report to the credit bureau so transactions that we process are not reflected in clients' credit ratings. We will be following up internally to see how it is that our accounting department attempted to use an old account to process these payments. 

  If *** ****** has any additional concerns about this matter, she is invited to reach out to Daniel at 604-248-0756.

  Thank you.

  Customer Answer

  Date: 11/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/02/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Ordered an information certificate as part of owned apartment in building under strata management. Ordered through an email request and as stated on form: Timeline for pickup: 1 business day add $250 + GST 2 business days add $175 + GST 3 - 4 business days add $150 + GST Was told document would be available in 5 business to be picked up, given a specific date. But on the day we went to pick up, was told to wait in the lobby for more than 30 minutes, then told they cannot provide the form I requested and would email it to me instead, the front desk reception could not give me a straight answer as to why it is taking so long, laughing and smirking as they talk to their colleagues, and to have it expected in my email by the end of the day. Was then told that the property manager needs to sign the form to have it released, and then I asked if the property manager was on-site and they hesitated and said no. ** * ******** *** **** *** **** ** *** ******* ** ** **** *** *** ***** They then gave another story about how they need to verify the information before releasing. Upon giving me other copies of documentation that they said is required along with the form I requested, one of the workers proceeds to cough a few times directly on my forms. This is not acceptable, especially during covid, done with malice intent, very unprofessional. I agreed to the other worker that they would email me the form we requested and paid for. But it has been more than a day, and they will likely delay it further, I will update. Issues: 1. Denial of service (since they demand clients pay extra, as much as $250+GST for earlier form delivery, I opted for the standard 5 business days, they have failed to provide such services). 2. Requesting extra money be paid, hidden fees, not stated on original form. Instead of $35+GST for the simple form, they choose to demand another $35. 3. Unprofessional and inappropriate manner, coughing on documents, even with covid ongoing.