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:05/06/2024

  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 lived at a York property in ****** for 1 year (July 2022-july 2023). Alto1 on ***********************. I paid $2765/month in rent for a unit with in unit laundry...there was no laundry machines for the first two months...i was very patient. At the end of my time, after giving full notice I moved out and left a very clean apartment. I did hang pictures, but as this was always a temporary place till I moved into my condo, nothing extravagant. i received a bill for $560.24 to "restore Walls". I was upset and responded that i felt this was criminal as of course tenants will hang pictures. I was victim of not reading the small print despite being walked through the lease at time of signing by their agent. I have since been threatened that if i did not pay i would be sent to a collection agency and reported to the credit bureau. They offered me an option to pay $420, but I only had 5 days to do so or it would go to the next level of credit reporting and collections. I paid the $420...i do value my credit rating. This is a big company bullying its former tenants and is a disgrace.

  Business Response

  Date: 10/06/2024

  Good afternoon, 

  
  Your complaint has been received and it is unfortunate to hear that you felt your tenancy with us was not to your satisfaction. Upon being made aware of the issue with respect to the washer and dryer, we immediately took steps to rectify and try to fix the problem. A new washer and dryer was needed given the ongoing issues, and the time for delivery took longer than anticipated (especially since additional parts needed to be ordered and not provided in the original delivery). Given the fact that this equipment was nearly new, it seemed to be a manufacturer defect that needed rectification. We did appreciate your patience as this issue was out of our control and was corrected as soon as was reasonably possible. While your BBB complaint does not seem to be with respect to this issue, we nevertheless wanted to address your concerns on this matter. 

  
  As for the damage charges, I see on your file that there was an agreement to settle the amounts owing for $420. The amount is now cleared and there has not been any escalation of this matter, whether it be credit reporting or otherwise, as it was viewed to be closed in accordance with the agreement reached. Are we to understand that you are looking to breach this agreement given the request for a refund of the $420 paid? 

  
  It should be noted that the statement of delinquency is dated before the agreement was reached and payment was made, being May 28, 2024. Email confirmation of payment by you, dated June 5, 2024, supports the position that payment was to be made on June 6, 2024, which is the same day that the BBB complaint was made; consequently, it would not have been possible to clear the amount owing prior to the BBB complaint (especially given time is needed for any payment sent to be accounted for and registered). 
  
  Sincerely, 

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

   

   

  ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

   

  *************************
  Jun 5, 2024, 7:34PM 
  to me
  
  I will send payment tomorrow, the 6th 
  
  
  Sent from ****** Yahoo Mail for iPhone
  
  ******************
  12:14PM (1 minute ago)
  to *****
  
  Hi *****, 
  
  Thank you for your payment. I will be contacting you to let you know when your account balance has been cleared.
  
  Sincerely,
  
  
  Shieaba *****
  Collections and Compliance, Licensed Paralegal 
  Office: **************  ext. 29 | Fax: ************** 
  York Property Management | ******************************************************;
  ************************************** | www.yorkproperty.ca
  
  This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately.
  
  

   

   

  
  

• Initial Complaint

  Date:06/02/2024

  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.

  Mold growing in my bathroom. It's in the wall due to a water leak from an apartment above. Contacted building manager in November to fix it.I'm having severe allergic reactions requiring medical attention. It's now February 2024.Nothing has been done yet. I'm sick and tired.

  Business Response

  Date: 09/02/2024

  To Whom It May ************************* is a response to the complaint received on February 6, **** with respect to the residency of *********************************, who resides at ******************************************************************************, N8Y 3J6. it is contested that the complaint was first raised November, 2023, as this was brought to the landlord's attention for rectification on January 29, ****. The attached work order (WO#******) makes clear that this was a maintenance submission made on that date. The landlord has since been actively involved and taken reasonable steps to address the concerns raised. 

  While the tenant was under the impression that the leak to be addressed originated from the unit above, the landlord needed to enter and assess to properly address the problem. Given the tenant's desire to be in the unit when maintenance personnel is in attendance, the soonest the landlord was able to attend the unit was on February 2, ****. This visit allowed the landlord to determine potential cause and schedule an appointment with a 3rd party plumbing contractor given landlord's personnel not having the appropriate expertise to complete the repairs. The first available appointment that could be scheduled with the plumbing contractor was on February 7, ****. When the contractor arrived, the wall was further opened up to complete a temporary patch to the pipe that was showing a minor leak, and a replacement part was ordered the same day. The wall was temporary closed in order to prevent the tenant's cat from making its way inside the wall and the the landlord returned on February 8, **** to assess the kitchen wall, as well as repair some area of the kitchen wall since the area of concern having a shared wall between the bathroom and the kitchen.

  On February 9, ****, the contractor returned with the required part and permanently fixed the leak. The bathroom and the kitchen walls were replaced with new drywall, and the landlord still needs to return to the unit to sand the mudded areas and paint. 

  It should be repeated that once informed of the issue, the landlord took immediate steps to resolve. The standard of care as it relates to maintenance work is reasonableness, and it is being contested that there was any negligence or unwarranted delay to fix the problem raised. The landlord takes any maintenance requests seriously, especially those relating to any alleged mold in the unit. It is also being contested that there was indeed mold in the unit as any discolourization of the drywall could simply be due to water damage. Regardless, the area of concern was removed and the leak that caused the damage was resolved in a timely manner, particularly in light of the need to hire 3rd-party contractors.  

  Sincerely, 

  York Property Management

   

   

   

• Initial Complaint

  Date:03/08/2023

  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.

  I viewed apartment for rent and filled out application. Property Management required "security deposit". Once I got approved; Property Manager informed me that there is few issues in the apartment that need to be fixed; as well, as additional costs ** My contact info. were shared to few other parties without my knowledge; or consen ** Now Property Management doesn't want to give me my "security deposit" back (I didn't sign the lease/contract) and not planning to move-in; or move ahead with the application; or feel uncomfortable in my mew place ! Manager is calling me every day **

  Business Response

  Date: 04/08/2023

  To whom it may concern,

  Consistent with industry practice, the attached rental application makes clear, on page 3 (which was explicitly acknowledged by the complainant) that if the application is accepted by the landlord, then it becomes binding and any deposit would no longer be refundable. This portion is highlighted in bold in order to bring extra attention to this provision. The terms associated with the forfeiture of any deposit is also repeated on pages 8-9 of the application, which was again explicitly acknowledged by the complainant. The complainant communicated the desire to withdraw their application on July 21, 2023, which was AFTER the complainant was informed that the application was accepted by the landlord. The attached email confirms that the landlord informed the complainant of the acceptance of the application on July 20, 2023. 

  To be clear, the landlord did not ask for a 'security deposit' and the deposit provided was with respect to first and last month's rent. The application makes clear as to the contract deposit amount that is to be received with the application, and any acceptance would require that the landlord apply the deposit to the first and last month's rent to be collected prior to move-in. Page 3 of the application makes it explicit that this amount will be applied to the complainant's rent (which was again explicitly agreed to by the complainant). 

  In addition, the complainant makes reference to information being provided to other parties without the complainant's knowledge. It is unclear to whom the complainant is referring and the landlord is not able to respond to this portion of the complaint without further information. In any event, it should be noted that page 9 of the application makes explicit reference to the treatment of any personal information, which was again explicitly acknowledged and agreed to by the complainant. It is also important to note that the Landlord has always acted consistent with the privacy regulations in place, including but not limited to, the Personal Information Protection and Electronic Documents Act.

  While it is being contested, but if the resident manager did indeed contact the complainant 'every day' as is being alleged, it was to get a hold of the complainant to try and resolve any concerns and provide clarity to the issues that are now being raised. 

  Please let me know if further information is required with respect to this complaint. I may be reached at ************************************ or by phone at *********************.

  Sincerely,

  *****

   

  Customer Answer

  Date: 17/08/2023

  To whom it may concern,

  Complainant never sign the lease/contract/rental aplication; as it was "voided" so Complainant was Scamed ! Your Property Management provided misleading information and is refusing to refund "security deposit" as well, as shared my private contact number with Third Parties with "no knowledge; or consent" Yourk Property applied additional charges for the rent (never mentioned before; or during viewing) as well, as the Unit wasn't ready; or safe in order to move-in. It should be against the Law to Victimise Complainant and steal $1100 in to Your Property Management pocket.

  Customer Answer

  Date: 18/08/2023

   
  Complaint: 20405379
  
  I am rejecting this response because:

  Complainant never sign the lease/contract/rental aplication; as it was "voided" so Complainant was Scamed ! Your Property Management provided misleading information and is refusing to refund "security deposit" as well, as shared my private contact number with Third Parties with "no knowledge; or consent" Yourk Property applied additional charges for the rent (never mentioned before; or during viewing) as well, as the Unit wasn't ready; or safe in order to move-in. It should be against the Law to Victimise Complainant and steal $1100 in to Your Property Management pocket.

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

  Business Response

  Date: 21/08/2023

  To whom it may concern, 

  The position being put forth by the landlord is not that the lease was signed, but that the application was signed. The application is in itself a binding agreement upon the parties. It is within the terms of this agreement (being the application to lease) where the treatment of the funds in question are addressed. The images provided by the complainant make no reference to the application being void, and only that the lease was not signed. The application for lease has been uploaded and definitely proves that the application was not only signed, but that the complainant explicitly acknowledged and agreed to the terms addressing the rent deposit that would otherwise apply to the first month of rent. Again, it is standard industry practice to hold on to the contract deposit where an application, after having been approved by the landlord, is now rescinded by the applicant, and where the contract deposit held was to apply to the last month of rent should the tenancy proceed. It cannot be emphasized enough that this was in the application itself, was bolded for greater clarity, and also required an explicit acknowledgement to these specific terms (in addition to an agreement and signature to the application as a whole). In fact, the clause that is at issue was highlighted and bolded, on pages 3 and 8 of the application, and required an explicit acknowledgement on two separate occasions in the application. 

  The landlord has no record of any complaints suggesting that the unit is somehow unsafe for move-in. The only issues that are on record for the landlord are to re-caulk the shower and to make repairs to the stove. Both of these are minor issues and were resolved prior to the start of the tenancy of August 1, 2023. The work order addressing these issues is attached, and indicates that it was closed on July 29, 2023. 

  It should also be noted that any apology being offered to the complainant is a mere courtesy. We have no record, prior to August 1, 2023, of the complainant not wanting to proceed with the lease. 

  Finally, reference is again made to privacy and not consenting to '3rd-parties' having access to the complainant's phone number. Again, the application makes explicit reference to how personal information is treated, and the complainant explicitly acknowledged and agreed with the terms and conditions associated with their phone number. The complainant has not provided any evidence or claim to suggest that any personal information was used inappropriately or otherwise contrary to the terms of the application. Aside from referencing the agreed upon terms and conditions on page 9 of the application, the landlord does not have enough information to adequately respond to the allegations being made. 

  Sincerely,

  York Property Management

   

  Customer Answer

  Date: 24/08/2023

  Here is the prof that complainant was not able to sing the lease/agreement; as the application was "voided" after complainant adressed issues in the unit about which complainant was not aware before signing the application; as well; as additional charges that were never mentioned before. Complainant was unfortunately a Scam Victim ! Leasing Agent ************************************* asured complainant that "security deposit" will be returned. Complainant contacted Rental Housing Enforcement Unit and ***************** and was informed by both representatives that it's illegal for Lanlord/Property Manager to keep "security deposit" Complainant was Harrased and pressured by Your Property Management by receiving calls on every day basis ! 

  Customer Answer

  Date: 25/08/2023

   
  Complaint: 20405379
  
  I am rejecting this response because:

  Here is the prof that complainant was not able to sing the lease/agreement; as the application was "voided" after complainant adressed issues in the unit about which complainant was not aware before signing the application; as well; as additional charges that were never mentioned before. Complainant was unfortunately a Scam Victim ! Leasing Agent ************************************* asured complainant that "security deposit" will be returned. Complainant contacted Rental Housing Enforcement Unit and ***************** and was informed by both representatives that it's illegal for Lanlord/Property Manager to keep "security deposit" Complainant was Harrased and pressured by Your Property Management by receiving calls on every day basis ! 

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