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:07/03/2025

  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.

  The water leak incident due to an ** malfunction occurred on August 4, 2024, in unit 309 at **********************************************************. The ***** management contractor, Dynamic Building Improvements Inc., arrived on August 6, 2024, to conduct the initial checking. However, they failed to identify the cause of the water leak and incorrectly assumed it was due to a pipe breakdown between the floors and went back without further checking. On August 23, 2024, they returned to the unit and discovered mold and water leakage under the ** unit. In the following days, they began mold remediation for unit 309 and the other affected unit, 209. Had they correctly identified the cause of the water leak during their visit on August 6th, preventive measures could have been taken, and the mold may not have ******** the estimator's report : We attended ****************************************** on August 6th and were denied entry. There had been a report of water infiltration into the unit below. We anticipated the water to be coming from the ** Condensate Drip Tray but were not allowed the opportunity to check at that time This statement is a lie and deliberately omits important information. Their team did, arrive at unit 309 on August 6th to investigate the cause of the issue, which they failed to identify. In summary:1. The contractor, Dynamic Building Improvements Inc., failed to identify the cause of the water leak during their August 6th visit, which made the subsequent mold remediation necessary. They have billed me nearly $10,000 for my unit alone.2. Their entry was never denied as they stated. The company was committed to identifying the cause of the water leak and providing immediate remediation, as well as communicating truthful information with the unit owner. None of these commitments were fulfilled.4. I have already sent an email to the company (Dynamic Building Improvements Inc.) regarding this issue and am still waiting for a response. No resolution has been reached yet.

  

  Business Response

  Date: 17/03/2025

  We appreciate the opportunity to clarify the details of this matter.
  
  The above complaint was received on a Friday afternoon, and the review was submitted to the BBB on Sunday. After returning to the office following the weekend, we immediately conducted a thorough review of the project and our internal notes. Upon further examination, we discovered that a clerical error had occurred, in which the unit numbers were mistakenly swapped by our on-site technicians in the original report. That same day, we provided the property manager with this information regarding the clerical error and submitted an updated, accurate report.
  
  Additionally, when clients express dissatisfaction with our work, our process is to defer to the property manager for resolution, as the unit owners are ultimately their clients, not ours. At the time of this response, we had not received any further response addressing the clerical error from the property manager following the submission of the revised report.
  
  On August 6, 2024, our team responded to a report of water infiltration affecting unit 209. Our technicians were granted access to unit 309, where we conducted an inspection. Unfortunately, unit 209 was not accessible at that time, which prevented us from immediately identifying the source of the water infiltration affecting the lower unit. During our initial inspection of unit 309, we checked all relevant plumbing fixturessink, dishwasher, washing machine, hot water tank, tub, and toiletbut found no moisture readings. At this time, the air conditioning unit was not inspected, which later was identified as the source of the issue. We continued to follow up with the property manager to gain access to unit 209. Once granted access to unit 209 and detecting moisture near the air conditioning unit, we revisited unit 309 (knocking while on site), identified the ** unit in 309 as the source of the leak, and began remediation.
  
  In response to the original incident, we revised our internal procedures to ensure that air conditioning units are checked during all future calls dispatched in this building (effective August 2024). This change is part of our ongoing commitment to enhancing our service and preventing similar issues in the future.
  
  We also want to address the concern about mold remediation. While we understand the frustration, it is important to note that mold can develop over time due to prolonged moisture presence. Even if the air conditioning leak had been identified on August 6th, it is impossible to determine whether mold could have been entirely avoided, as the moisture may have been present within the walls for an extended period before becoming visible in the lower unit.
  
  Furthermore, Dynamic Building Improvements Inc. did not directly bill the unit owner. Throughout this process, we kept the property manager fully informed of our actions, findings, and recommendations. As is typical in a condominium setting, the property manager is responsible for enforcing bylaws and determining the allocation of costs. We, as the service provider, do not have control over who is billed for the work completed.
  
  Dynamic Building Improvements Inc. remains committed to providing thorough, accurate service, and we welcome the opportunity to address any outstanding concerns directly.

  Customer Answer

  Date: 19/03/2025

  Complaint: 23033703
  
  I am rejecting this response because:

  I appreciate that the company has finally acknowledged (in the third paragraph of its response to the BBB on February 17, 2025) what truly happened on August 6, 2024, instead of providing false information as it did in its last response on March 5, 2025, to the owner of unit 309.
  However, my primary concern remains the poor investigation conducted on unit 309, which I own. The client dissatisfaction mentioned in the second paragraph of the response pertains to unit 209. As I clearly stated in my complaint, no entry denial occurred for unit 309. The company simply failed to contact the unit owner or tenants for further investigation until August 23, 2024.
  The companys motto states: ...We take pride in being the foremost experts in ******.... Given this claim, I find it perplexing that an expert company could be so negligent and fail to identify the cause immediately. Furthermore, it makes little sense that the company needed access to unit 209 (granted on August 23) to determine the cause of the water leak in unit 309. Had they thoroughly investigated all possible causes when they accessed unit 309 on August 6, the issue could have been identified sooner,preventing further damage.
  As mentioned in the fourth paragraph of the response, it is good to see that the company has revised its procedures to prevent similar issues in the future. However, I find it surprising that a company with so many years of experience had never previously checked AC units in condos as a potential cause of water leaks. While this procedural change is a step in the right direction, it does not resolve the current issue. The clerical errors made by the companys technicians or the lack of properly updated inspection procedures are not the responsibility of the owner of unit 309, who is now expected to bear the cost of these mistakes.
  In the fifth paragraph of the response, the company states,...Even if the air conditioning leak had been identified on August 6, it is impossible to determine whether mold could have been entirely avoided.... This appears to be another attempt to cover up the companys negligence. One could also argue otherwise. It is highly likely that mold would develop over 17 days (the period between the first and second investigations) if no preventive measures were taken.
  In the sixth paragraph, the company asserts that it did not bill the unit owner directly. However, all involved parties (the company,the property manager) are aware that the unit owner is still responsible for the cost of repairs, given that the corporation's insurance deductible is CAD $50,000. Therefore, all invoices the company has sent to the corporation regarding this issue ultimately become the responsibility of the unit owner.
  What I expect from the company is accountability for the negligence and errors committed in failing to properly investigate the cause of the water leak in a timely manner. Simply providing an explanation of the incident does not resolve the situation. As a reasonable resolution, I formally request that the company cancel a few (not all) of the outstanding invoices related to work done on unit 309, specifically:
  Receipt numbers: 65485-1, 65485-2, 65485-4, and 65485-5.
  Additionally, I request that the company send confirmation emails to both the ***************** and me regarding this resolution. I trust that the company will uphold its own motto.
  
  Sincerely,
  Awantha Dewage Don