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:02/07/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 ended my year lease March 31st for an office space in which I had a paid a retainer fee of 2 months. I was then billed for restoration fees but was told by staff that I could request an exemption for this as there was absolutely no damage done plus someone who shared the space took it over so she was already in there. HQ came back saying it didn’t matter that she was in there (they’ll charge her that fee too) as it was in the contract even though it’s also in the contract the list of things they charge for which they had not done any of because I didn’t require their furniture, tech, etc but also because she was already in the space. I explained this all but emails days apart from their help team said it didn’t matter. After charging me a couple late fees for this “restoration fee” I finally paid the almost $800 which was more than my monthly rent. They state they’ll return my retainer within 30 days of contract end date yet I’m still waiting for over $1200 & it’s been 3 months. I don’t know how a company can charge for things they don’t do “because it’s in the contract” & then not return funds within a period that is also stated in their contract. It’s bad enough the renewals for the spaces are increasing at a ridiculous rate (it went for $619/month to $900+/month in a year) when they’ve don’t nothing to improve the facilities & actually have less front desk staff now.
  Now if I reply to the email to get my refund it sends an automated reply saying there is no query associated with my email. I recognize there’s commercial rentals don’t have much protection but it shouldn’t be legal to keep someone’s money once a contract ends this long & bill for services not provided.

• Initial Complaint

  Date:21/05/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 rented a small work space for the month of March. I was required to pay a retainer of 344.00 that I was told I would get back 2 weeks after the rental ended. On the website for the company it said 30 days and I had to request it so I did.
  
  Although I payed with a credit card they made me put in a bank account for the request. I added my chequing account with ******* *********. I know the account was put in properly because I checked it a number of times because it automatically filled in the bank as **** because of the transit number.
  
  I received an email in May saying my retainer was processed but I never received it .
  When I contacted the company they said it couldn't be processed and to put in my bank account again. I told them I did not want to wait the 30 days from request again and the account should have been good but nobody contacted me. I checked on the company site and the only place to add a bank account was for direct withdraw. I asked that somebody contact me so I could make sure it would go to my credit card or the bank account I had originally given them that had disappeared from the site/request form. Nobody got back to me.
  
  I want my retainer back and not to just keep getting "the runaround". I also was charged a "restoration fee" of 335.86 that I wasn't told about at the time of rental. I only discovered it when I payed it thinking it was my March fee. I asked if I got some back if there was no damage and was never answered. I messaged through my account at the end and told them I had pictures showing the room was in the exact same state as when I first rented it and if they would reconsider charging so much for such a short time with no signs of use but was never replied to. Besides getting my retainer back, I don't think this "restoration fee" is fair and should be at least partially returned.