Complaints

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• Initial Complaint

  Date:12/09/2022

  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.

  I own a town home condo at **** ****** ***** and there is a major crack in basement wall which is the responsibility of condo corporation This company is the management of condo corporation and I have sent them 25 email with no response to have it fixed This is a major concern as water will flood in the basement now

  Business Response

  Date: 26/09/2022

  If Mr. ***** ******* believes that he has had no response, then he is confusing this with another matter, something he has done several times since this problem arose.
  
  The problem was reported on August 4th, 2022. The Condo’s contractor promptly inspected the foundation crack in the vacant unit.  During that visit, he was able to discuss the problem with the contractor that had discovered the crack, who Mr. ******* had hired to renovate his unit and had identified as the contact person for the work. The rather large crack was discovered behind a box that had been built to hide the plumbing stack in the basement. No water penetration was reported, but the crack was wide enough to require a more thorough structural repair.  Bolts and steel plates were ordered that very day as those materials were on back order.
  
  The Corporation’s contractor discussed the timeline with Mr. *******’s contractor and was subsequently given permission to access the unit while the renovations were underway.  A lockbox had been set up for the renovations, so the code was provided for easier access. The interior work was to be completed as soon as materials arrived so that the renovations could be completed.
  
  After this visit, Mr. ******* demanded that the work be done within the week and threatened that he would do it himself if it was not done. I explained that this was not possible as the contractor was awaiting the bolts and steel plates needed for the repair. I reassured him that both contractors had made arrangements to ensure that they did not get in each other’s way, and that they had planned to have everything completed within the stated timeline of his construction project in the unit. I also made it clear that he was not permitted to repair the Condo’s property and that the Condo Corporation would not reimburse him for doing any such thing. The foundation is Condo property, and this kind of structural problem demands substantive repairs be conducted, well beyond simply filling the crack in.
  
  At this point, he once again began threatening to conduct the work and then sue for reimbursement, incorrectly claiming that the issue had been ongoing for 3 years in one email, then 6 months in another, and then 3 months in yet another. I suspected that he was mixing this problem up with another property and corrected his timeline, as at that point it had been 1 month since the problem was reported. I reminded him that he was not permitted to conduct repairs on the Condo Corporation's property, and that the work would be conducted shortly when the materials arrived. The contractor had paid for the materials already, so he too was anxious to complete the work.

  Mr. ******* has nevertheless continued to send emails threatening to do the work and sue. He has emailed several staff and other managers at Premiere that are not related to the matter, and has visited at least one Board Member at their home in the evening to demand immediate action. The Corporation's contractor has remained in touch with the contractor renovating the unit to stay up to date on the status of the basement. We all remain focused on getting the matter addressed as soon as the materials arrive.  
  

  Customer Answer

  Date: 26/09/2022

  
  ********** ********
  
  I am rejecting this response because: The events is their response are totally false and un true as the licence property manager Mr ******* is very rude unprofessional and threatens the condo owner getting  the work need to be done by legal admin cost which is rather  urgent and it is unsafe. The water had been pouring through major 2" to 3" crack in the basement so Mr ******* have left no choice for me to hire a structural engineer and a lawyer to deal in this matter. It seems they have hired a small un known contractor who does not have any stock of any material to fix the crack repair at all. I got 3 quotes from 3 other contractor who are willing to fix it under 10 days. This matter has been reported them 3 months ago as urgent. I own over 200 properties in Ottawa and I never seen such bad attitude and un professionalism of a condo manager and condo company and non responsive.

  Yes, If I do not get satisfying answer from Mr ******* except saying material is on order as owner I have the right to go the board officials. Mr  Mr ******* refuse and ignore to give me the contractor contactor for follow up. And now  Mr ******* wants to get this job done without a structural engineer report. Which is illegal. I am also taking this matter as a formal complaint with other legal authorities like CMRAO, CAT and CAO now. If I get enough votes in this condo I will bring a motion to replace them with some more reputable condo management company who can work with owners in a expedited manner. Even the owner of this condo management company Mr ****** is full of lies. 

  
  Sincerely,

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

  Business Response

  Date: 04/10/2022

  
   The interior work was completed last week as soon as the materials arrived, so I just wanted to close this discussion. To clarify what Mr. ******* is referring to, I had informed him that if he wished to continue escalating the situation by getting second opinions and bringing in third party engineers, lawyers and anyone else, then the Condo Corporation would charge for the time wasted going over all the same information repeatedly, especially when there was no second opinion advocating for a different approach or different repair to the problem. The Board agreed with this as it was clear he was becoming increasingly unreasonable. 
  
  The first thing I asked Mr. ******* when he reported this in early August was whether there was any water penetration. As he has made clear, we have now exchanged many emails and at no point did he report to us that there was any water penetration in the unit. There were no signs of water when the repair was completed last week and none of the contractors renovating the unit for Mr. ******* mentioned any water getting in, so I'm happy that at least there was no damage to anything inside. 
  I am pleased that this work is completed and that, in the end, it did not slow down or interfere with the renovations in the unit, which are still underway. 
  
  Regards,
  **** *******