Complaints

This profile includes complaints for Hollyburn Properties Limited's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hollyburn Properties Limited

  700 1155 W Pender St Vancouver, BC V6E 2P4

  
• 

  Hollyburn Properties Limited

  20 Prince Arthur Ave Toronto, ON M5R 1B1

  

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:03/12/2024

  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.

  I am receiving collection calls due Hollyburn sending my information to a creditor and I have not had dealings with them in over 8-9 years. This is now affecting my credit score. Please help

  

  Business Response

  Date: 11/12/2024

  We will like to provide the BBB with an update as to where we are at in resolving the complaint.

  Once the complaint was identified we immediately reached out to the Resident to get some clarification as to the situation.

  We have since followed up with the ***************** who we are told have already reversed the transaction and cleared up the account with Equifax etc.

  I do believe at this point the complaint has been resolved but I am still awaiting confirmation from ***** that his is satisfied with the outcome.

  Thank you.

   

  .

   

  Customer Answer

  Date: 16/12/2024

   
  Complaint: 22633785
  
  I am rejecting this response because: My Equifax account still shows the collections are active
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 19/12/2024

  To Whom It May Concern,

  We are continuing to work with ***** to make sure that this is cleared up to his satisfaction. The last correspondence between myself and the Resident included the collection agents contact information as well recommending following up with the Equifax as well. I did include the the correspondence from the collection agency and the request to clear it this matter in my last email with *****.

  I was told it could take up top 5 business days so I am hoping that the matter is in fact corrected at the time of this response.

  In looking forward I will continue to work with ***** to make sure that he is satisfied with the conclusion and / or outcome before we will consider this matter closed.

  Thank you,

  *****

   

   

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair 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 have submitted numerous email communications to the property management team for the Skyliner Apartments (owned/operated by Hollyburn) asking them to intervene to minimize the excessive noise emanating from a tenant above me. Emails dated September 9 and 20, October 7 and 13 have mostly gone unanswered, with the exception of one response, which I appreciate immensely. Yet, the noise continues from this tenant. Skyliner has been my home for 16 years, and I have never encountered the amount of noise (heavy walking/stomping and loud banging of items on the floor) as I have since a tenant moved in above me on September 1, 2024. The impact on my life is as follows: 1) I have had to adjust my work schedule to start later in the mornings because the noise above usually occurs until midnight or after which delays my sleep. Anytime this tenant moves, I can hear footsteps/stomping and the dropping of heavy items on the floor. 2) I have my fan running 24/7; 3) I have a white noise machine running and 4) I wear ear plugs to sleep to minimize this tenant's noise. I have suggested the following solutions: 1) putting a rug on the floor above me (either tenant or Hollyburn), or 2) installing sound proof tiles on my ceiling to minimize noise (a maintenance request was filled out for this on November 4, 2024 yet no response.I understand that I pay less rent than new tenants, but I DO pay rent and pay on time each month. My stove, refrigerator and other appliances have not been changed since 2006!I am asking for the property management of Hollyburn to take actions to minimize the excessive and unreasonable noise from this tenant, which is interfering with the expectation and reasonable enjoyment of my apartment. Thank you,

  

  Business Response

  Date: 21/11/2024

  We would like to take this opportunity to thank the Residents for allowing us the opportunity to investigate the matter as it relates to the noise complaint. We have worked along side the Residents to conduct noise tests in both of the units to create an action plan to reduce any disturbances to the below Resident. At this point we will be purchasing an area rug for the above unit to reduce any noise to the unit below. It seems that this solution has been welcomed by both parties and we hope that everyone will now be able to enjoy their units without any disturbance.

  In addition, we will continue to monitor the situation to make sure that the issue has been resolved. This will include follow up with the Residents as well as monitoring of any noise by the on-site Resident managers.

  
  Thank you

   

  Customer Answer

  Date: 25/11/2024

   
  Better Business Bureau:
  
  I have spoken with the property manager about the issue, as well as the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ****

• Initial Complaint

  Date:05/04/2024

  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.

  I received notice that Hollyburn Properties sent an account of $349 to collections and this is damaging my credit score.
  
  You do not have any proof or evidence that I owe this money. I assume this is the money you tried collecting from me for unreasonable claims of damage, such as a cleaning fees, etc. You do not have any court order regarding this amount. You have not established that you are owed this money at all. **** ** * ********* ** *** *********** ********* ****  Your unilateral decision to send this to collections is not only unreasonable, but also abhorrent.
  
  I have disputed this account with ********** and if I incur any more charges or fees, or any further damage to my credit score, I will be initiating a court or tribunal action to recover all such losses as well as any legal fees I may incur.
  
  I urge you to cancel this account with ********** as soon as possible.

  

  Business Response

  Date: 11/04/2024

  We have worked with the consumer and I am pleased to say that the matter has been resolved amicably.

  Thank you

   

  Customer Answer

  Date: 15/04/2024

  
  
  Better Business Bureau:
  
  
  
  I have noticed that the ********** remark and collection record from my credit report has been removed. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Thank you for your cooperation and communication.
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:10/05/2023

  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.

  Since March 2023 I've been experiencing a level of ********** from my property management, Hollyburn Properties, which has been anxiety-inducing & extremely upsetting. During 18 mos here, I've seen 3 different building managers. I moved in during the pandemic. Having seen the rent of the last couple of units, I know what I pay is cheaper than $2,600/mo that they're now charging. I can only assume this is why Andrew A***** & Hollyburn have been ********* me for no reason. 1. On March 27, I got a letter through my door; how I was "feeding birds & other animals from my balcony & must stop immediately" from Andrew A*****, resident manager. I hadn't been feeding any animals on the property, & so I drafted an email to such effect - sending it to the resident & building manager. I pointed out that several other residents had bird feeders on their balconies & asked why I was the only person seemingly targeted. Within 24 hrs the letter was posted in the elevators, seemingly to reduce liability. I didn't receive a response to my email. 2. On May 5, the building manager showed up at my door, asking to "look at my window". I politely refused. It took 10 mins to understand the person wanted to look at my window-A/C that in my bedroom. I very intentionally got permission from the last building manager - it doesn't drill into anything & is simply securely installed using adjustable curtain rods & a piece of clear acrylic plastic that I had custom cut. It's a temporary (but secure) install that I even took out over the winter - as I had this unit last year with permission also. I bought the unit for hundreds of dollars after getting permission, so my senior special-needs dog doesn't get heat-stroke this summer. After 6 hrs I got another letter from Andrew, who told me "I didn't have written permission on file" & must take out the unit. If this must be removed, I consider Hollyburn Properties liable for the cost of a stand up unit for my bedroom. I have attached all evidence.
  

  

  Business Response

  Date: 16/05/2023

  Hi *****,
  
  Thank you for taking my call and allowing me the opportunity to discuss a few points before I responded in writing.
  
  This complaint refers to the Property manager creating a level of ********** for the Resident, when in fact the Property Manager was simply enforcing the rules as per the Tenancy agreement.
  
  In most cases it would be much easier to have a verbal conversation with the Resident and explain the issue at hand however the Residential Tenancy Act is very clear and as a result we do always send written responses when a Breach of the tenancy agreement has occurred.
  
  Before I get into the details I do apologize if they felt that any of the notices sent created anxiety or caused ****** to be stressed as that was never our intention. The letters sent were standard letters that are sent out to individual Residents when there is a breach of their tenancy and the rules as per the signed tenancy agreement.
  
  As you know birds have become an issue for many Residents and buildings in the West End and as a result, we have continued to ensure that our Residents abide by the rules and do not feed the birds. The letter of March 27th was in fact a second warning letter. The first, was issued October 18, 2022, and is attached. These letters are not intended to cause anyone stress, rather they are designed to help individual Residents understand the rules at the building and allow us to limit breaches of the tenancy agreement moving forward.
  
  The second issue, as per the letter dated May 5th was regarding the air conditioner installed in the window. There are very strict rules outlined in the agreement to prevent devices such as air conditioners being installed. The letter notes Section 17 ( included in the attached Tenancy agreement) and states “ The tenant may not install a washer, dryer, dishwasher, freezer, air conditioner, or similar equipment without the Landlord’s prior written consent”. The question was raised by the Resident stating that there was verbal acknowledgement however this is why the Act always asks for documentation to be in writing. This has prevented many issues over the years and is the accepted method as per the Residential Tenancy Act.
  
  In addition to clause 17, clause 47 Liability and Insurance states that the Tenant will not do , or permit to be done anything that may void the landlord’s insurance covering the residential property or rental unit, or that may cause the landlord’s premiums to be increased… In this case an air conditioning unit in the window could certainly create added liability to those below and that is not a risk we can allow as per our policy.
  
  In conclusion, we always treat everyone with respect and will continue to do so however we do need to enforce the agreed upon rules with the Resident. Our intention is to run the building according to the agreed upon terms in the tenancy agreement, and we will continue to rely on written correspondence to limit any misunderstandings.
  
  Should you have any questions please do not hesitate to let me know.  As I mentioned to you last time our standing and trust in the BBB is very important and I do not want to lose any of the status we have earned for 20 plus years of being a hard-working member for simply following the agreed upon tenancy rules. As a result we would ask that you kindly remove this post and close the file.
  
  Thank you for your consideration in this matter.
  
  Allan

  Customer Answer

  Date: 28/05/2023

  
  Complaint: ********
  
  I am rejecting this response because it is filled with ************ and absolute *********.

  I have attached the history of complaints I have made towards Hollyburn Properties in the last 8 months. In order to best protect myself from these ************ and **********, I have also attached a Notice of Loss of Quiet Enjoyment. This was emailed to Hollyburn, ********************* at BBB, the Resident Tenancy Branch, and my personal MLA ******* ***************************** (as of Sunday 28 May 2023). I have attached this email for transparency. The aforementioned email and Notice should sum up my experience in dealing with the ********** of Hollyburn Properties these last few months. 

  Furthermore, I would like to directly address some of the ************ within Allan's previous email:

  "In most cases it would be much easier to have a verbal conversation with the Resident and explain the issue at hand however the Residential Tenancy Act is very clear and as a result we do always send written responses when a Breach of the tenancy agreement has occurred."
  This is *****. There was zero written correspondence either before or in the moment of the property manager showing up at my door asking to come into my home (to see an A/C unit) without notice. The written response only occurred once I had refused entry into my home.

  "Before I get into the details I do apologize if they felt that any of the notices sent created anxiety or caused ****** to be stressed as that was never our intention. The letters sent were standard letters that are sent out to individual Residents when there is a breach of their tenancy and the rules as per the signed tenancy agreement."
  Also *****. Hollyburn sent multiple letters about feeding birds to me (one of which was an *utter ************). However, the really telling signal that these notices were meant to create anxiety and stress for myself personally, is the fact that these letters were sent to me multiple times whilst other units in the building visibly have bird feeders on their balconies. Given that I have written text messages from the property manager (at the time), confirming that ALL residents would undergo the same experience as me, and that these bird feeders remain for multiple other units without consequence - I have to conclude that this was targeted ********** against me personally.

  "The question was raised by the Resident stating that there was verbal acknowledgement however this is why the Act always asks for documentation to be in writing. This has prevented many issues over the years and is the accepted method as per the Residential Tenancy Act."
  Untrue. As stated in my Notice of Loss of Quiet Enjoyment, I had asked the property manager for *written consent* to be noted on my file/profile, I was assured this would be done. I had no reason to distrust the property manager at that point, and so I took them at their word. I will not do this again with Hollyburn.

  "In conclusion, we always treat everyone with respect and will continue to do so however we do need to enforce the agreed upon rules with the Resident."
  There has, unfortunately, been zero respect for me throughout this entire process. Personally targeting me with ************ regarding "rule-breaks" is not respect. Having people show up at my door unannounced, demanding to come into my home, is not respect. Continuing to avoid accountability for these issues is not respect. "Enforcing the agreed upon rules with the Resident" when multiple other residents are, quite publicly, breaking the same "rule" is targeted **********. These same residents have not had this same rule enforced over the eight months that Hollyburn has been sending me these notices. 

  "As I mentioned to you last time our standing and trust in the BBB is very important and I do not want to lose any of the status we have earned for 20 plus years of being a hard-working member for simply following the agreed upon tenancy rules. As a result we would ask that you kindly remove this post and close the file." 
  I also want to note my disgust in the fact that Hollyburn were allowed to hold a private phone call with ***** at BBB to talk about "getting my post removed" with zero transparency from either side. Not to mention that I was not given an opportunity to respond to the ********** claims Hollyburn have been making over the past eight months, and within their rebuttal. The fact that this file was closed based on ************ from Hollyburn is unacceptable, and I hope BBB will make more ethical decisions moving forward. I also hope the same for Hollyburn.

  Once again, I am seeking these "written notices" for bird feeding be removed from my file (given the amount of folks *still* feeding the birds from their units), and the notice regarding the air conditioning is removed from my file due to administrative and communicative failings internally within Hollyburn. Having purchased a stand alone A/C unit to comply with Hollyburn's notices, and given that I had permission before buying a window unit that is now useless, I would also expect that Hollyburn cover these costs.

  I would also like an apology for the level of ********** I have felt from this company over the last eight months. I am a good tenant, and all I want is to be left alone to live my life and enjoy my space without the anxiety and stress from Hollyburn.

  Thank you for the opportunity to respond to this case.

  
  Sincerely,
  *********************

  

  Business Response

  Date: 05/06/2023

  What we did provide was permission for a portable air conditioner in the unit subject to ***** removing the one currently in question in the window.

  Customer Answer

  Date: 05/06/2023

  
  Complaint: ********
  
  I am rejecting this response (in-part) because:

  Whilst I am incredibly appreciative of permission being granted for a portable air conditioner, I am still quite perturbed at the multiple letters about bird feeding that I have personally received (when multiple other residents have bird feeders visible from their balconies). I am happy to close this incident if Hollyburn is able to remove both bird feeding warnings from my file, or issue individual first and second warnings to all other residents with bird feeders on their balconies. I just want to be treated fairly in comparison to other residents. That is all.

  Thank you again for giving permission for the portable AC unit. Once again, it is much appreciated, and I hope we can put all of this to bed ASAP and form a much healthier tenant/landlord relationship.

  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/06/2023

  In order to close this incident, we will as requested below,  remove both bird feeding warnings from her file.