Complaints

This profile includes complaints for Arnsby Property Management's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Arnsby Property Management

  924 Oxford Street East London, ON N5Y 3J9

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  Arnsby Property Management

  924 Oxford Street East London, ON N5Y 3J9

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:28/11/2023

  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.

  From May 1st to Oct 31st the condo gets grass cut weekly. They cut front and back of each unit. The landscape crew neglected to cut our back yard for 10weeks in a row with no explanation. We assumed it was dog faeces and tried our best to pick it up. But according to Arnsby once they avoid a backyard they dont touch it unless they are told. On the last week of grass cutting (Oct 31st) we received a notice that all faeces needs to be picked up and a bird feeder needs to be removed. That day we complied with their request and sent an email back that night. That week they said they forgot to let the landscape crew know of the fixed issues and that they could cut the backyard again. For the next month theyve been giving excuses as to why they arent cutting the grass even though the landscape crew has been on site prepping for the winter season. Theyve been failing to provide any refunds on the service Ive paid for or make an effort in fixing the issue. Now that there is snow on the ground there is no way the landscape crew will come back to cut the grass even though I have in writing from Arnsby that they will be back to cut this week (Nov28th). I simply want them to cut my backyard as the grass is now very tall.

  Business Response

  Date: 30/11/2023

  Re: ****************** Corporation No. ****************************************** Complaint

  We have received the complaint details as reported to your office by the subject condominium owner and reply as follows:

  At the time this unit was purchased the owner was provided with a copy of the approved Rules & Regulations for ****************** Corporation No. 19. Item 2-Pets(e) states "A strict "poop & scoop" rule is in effect. Should any pet "relieve itself" on the common property, the person responsible for the pet will immediately clean up after the pet and dispose of same."

  By this individuals' own admission, many weeks went by this summer wherein the grass in his rear use area, which still forms a part of the "common elements" as well as the extended common elements, was not cut and was most definitely the result of not cleaning up after his animal. The contracted landscaper is under no obligation to enter an area wherein dog f**** is evident. This is in accordance with Health and Safety regulations.

  The contract for lawn care runs for the period April 1st to October 31st. Subsequent to that date, the landscaper attends the property to address issues such as leaf clean up as the snow removal portion of the contract commences November 1st. While the landscaper may well have indicated that he might return to address one back yard, there was considerable rain during the early month of November and by contract, he would be under no obligation to return his equipment to the property to complete cutting of one area.

  The contract for the work at ****************** Corporation No. 19 is between the corporation and the contractor, not the individual owner. There is no recovery of costs associated with the weeks missed this summer. It is suggested that this owner ensure that this area is free of any dog f**** next year thereby ensuring that his area will be weekly addressed.

  *************************, RCM,OLCM,ACCI

  Chief Executive Officer

  Customer Answer

  Date: 30/11/2023

   
  Complaint: 20929650
  
  I am rejecting this response because:

  
  Not once during the summer season were we made aware that our grass wasnt being cut because of dog f**** We assumed the first week it was missed that this was the issue and stayed on top of clean up for the rest of the season. It was mentioned to us verbally by Arnsby that once the landscape crew avoids an area they will not return unless specifically requested to. We received notice from Arnsby about the dog f**** on October 16th, even though they were avoiding the area well before this. The property managers did not properly address the issue in a timely manner and allow us time to clean up the issue and notify the landscapers before they went into the fall/winter season. I have written confirmation from ************************* on Oct 24th stating It will be done next week and then they will go into the winter season. Arnsby should have notified and ensured that the contractor cut our grass on the last scheduled cut of the season like they guaranteed us. The lack of communication and the reluctance to help the home owners on their properties is appalling. We would still like this issue to be addressed in a timely manner. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/12/2023

  The Property Manager (*************************) attended the property on Friday, December 1st to inspect the area in question. The grassed area is not lengthy and as we are now in the month of December, with snow on the ground, the landscaper will not return until the spring. Photographs of the area were taken and can be provided as proof that the area is acceptable. As previously stated, the property manager has discussed the situation with the ***** of ********* and the landscaper and all are in agreement that areas that have not been cleaned of dog f**** will not be cut. 

  Business Response

  Date: 04/12/2023

  The Property Manager (*************************) attended the property on Friday, December 1st to inspect the area in question. The grassed area is not lengthy and as we are now in the month of December, with snow on the ground, the landscaper will not return until the spring. Photographs of the area were taken and can be provided as proof that the area is acceptable. As previously stated, the property manager has discussed the situation with the ***** of ********* and the landscaper and all are in agreement that areas that have not been cleaned of dog f**** will not be cut. 

  Customer Answer

  Date: 08/12/2023

   
  Complaint: 20929650
  
  I am rejecting this response because:

  I would like to see the photo evidence of the grass in comparison to the neighbours. Keep in mind that the grass is now somewhat flattened because of the snow that had fallen and the fact that I shovel the area for my dog. I am in agreement as well that no one should work around dog f**** for health and safety reasons. My biggest issue with Arnsby is that they failed to provide written notice in a timely manner to allow adequate time for remediation of the problem, confirmation that it was complete, and scheduling of the contractor to come back. Take ownership of your wrong doing/negligence and fix the problem that you left until the very last minute. 

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

  Customer Answer

  Date: 11/12/2023

  This is the length of the grass that they state is of acceptable length. The last photo is of our neighbours property. Its quite clear that this area is over grown and should be cut 

  Customer Answer

  Date: 11/12/2023

  This is the length of the grass that they state is of acceptable length. The last photo is of our neighbours property. Its quite clear that this area is over grown and should be cut