Complaints

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• Initial Complaint

  Date:04/03/2025

  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.

  Im the owner of a condo in a building in ********** that is managed by the Strata Management Company 'Leonis Management' in ******. I took possession of my condo on July 1st, 2024 and on July 2nd, I reached out to the Strata Property Agent ***** ***** to get the intercom/buzzer system at the front door updated with my name and phone number. Over the next 4 weeks I called Leonis numerous times and sent 5 follow up emails to which ***** ***** always replied by saying that she will handle this issue shortly and that it will be resolved. After another 6 months the ******** was still not updated and had the previous owners name and phone number listed. After sending another email on February 5th, ***** responded by claiming that she had received confirmation that the ******** was updated, although this is incorrect. She said that she will deal with it upon her return to work on February 14th. Attempts to call the head office of Leonis and get transferred to another agent or manager in ******* absence were answered by the receptionist with rudeness and yelling over the ***********, on March 2nd, the intercom is still not updated and is still linked to the previous owner. This is 8 months after the initial request was made and during this time I have paid approximately $283 to Leonis Management without receiving the appropriate service in return. Leonis and the Property Agent ***** ***** are neglecting their responsibilities and duties as a Strata Management Company and I will halt my payment to them until this issue is resolved. Further, this matter made me seriously question the competencies and professional conduct of Leonis Management.Attached is the relevant email correspondence in chronological order, starting with the initial request on June 2nd, 2024.

  

  Business Response

  Date: 05/03/2025

  I'd like to start by clearing up a couple comments from the complainant before I address the situation.  This individual is not a customer/client of our company.  Our client is the ******************, not the owners of the units within the *******************  I also want it to be clear that this individual has not paid anything to our company.  Any payments he has made have been to the ****************** for his strata fees, and other strata related fees.  He has not paid anything to Leonis Management & Consultants Ltd.

   

  Now to the issue, I have spoken with ***** *****, and she has informed me that she e-mailed the company that maintains and updates the intercom system back on July 30, 2024, as shown in the attached e-mail string.  ************ or our employees, don't update the intercom system, and we gave direction to the company that does and they failed to do so.  The owner then e-mailed us again on February 10, 2025 (over 6 months later), advising us that the change wasn't made by the contractor, and ***** has since e-mailed the contractor again, who have since responded that the change has now been made.  Had the owner contacts our office some time between July 30th and February 10th, this follow up with the contractor would have been made a lot sooner and would have been resolved a lot earlier.  We expect that when we give direction to a contractor to update the intercom system, that they act on that request.  Unless someone tells us otherwise that this request has not been acted on, we are unaware and can't take our own action in the situation.

   

  From the correspondence that I have seen, it appears that this issue has since been resolved.  I trust that this response helps show the true nature of the situation and the timeline and action that has been taken by everyone involved.

   

  Thank you.