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:05/08/2025

  Type:Product 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 Catalyst condo manages the Vetro building in ******* at ******************************* I was a tenant of that building and moved out on July **, 2025.They are refusing to return my $*** damage deposit. The woman on duty video recorded of all common areas prior to the move, and then a walk through of the common areas at the end of my move of walls and doors, etc. after my movers had completed. I was present for the recording. She confirmed everything looked good and I would get my damage deposit returned. She told me that she was not authorized to do refunds herself as this was not her usual building and she was only filling in for the Stampede and that I would need to come in person during the week. Monday July ** I was in person to do my final apartment walkthrough with my landlord. I went to the concierge on duty to notify her about the outstanding refund and and she told me it would be refunded to my card. On July **** I emailed as I didn't see a refund show up on my card. She responded that she had found a **** video of my movers and there was a **** on a wall and included a photo (attached). I offered to come and try scrubbing or fixing myself if there it was indeed a **** my movers were responsible for as I could easily do that for free. She refused and said that the charges for repairs would be charged to my landlord's unit. My landlord requested video proof.July **** I followed up again for the video proof. No response.July **th My landlord followed up that he wanted video proof or he would be filing a complaint to the building's board. She followed up with a blurry and bleached out cctv video where the date, time, nor what was happening in the video was discernible. I requested the phone video walkthroughs that I was present for as it would be clearer. I notified her that if I didn't receive anything or a refund by the end of the week, today Friday Aug *, I would be filing a complaint to the BBB.I received no further responses after July **.

  Business Response

  Date: 05/08/2025

  See attached email response sent to renter.

   

  A few comments:

  #1 Catalyst does NOT WORK FOR TENANTS  We only work for Owners

  #2 This individual breeched the policies and bylaws (copy of same attached)

  #3 Copy of clear communication to this individual attached.

   

   

  Customer Answer

  Date: 08/08/2025

  
  Complaint: ********
  
  I am rejecting this response because if you can take money from me as a tenant you can refund money to me. Point blank.
  
  Sincerely,
  
  ******* *********

  Customer Answer

  Date: 12/08/2025

  The company never provided sufficient proof. A photo could be of anywhere from anytime. This is not a resolution. They should provide the woman's video that I was present for which they continue to withhold. They still owe me the refund until they can provide sufficient. *****.

  Business Response

  Date: 13/08/2025

  The refund was issued today after the owner confirmed he will pay for the chargeback.

  *****

   

• Initial Complaint

  Date:23/05/2024

  Type:Customer Service 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.

  Contract condo management company Catalyst is withholding access to the condo client portal which offers access to building amenities and critical building and neighborhood updates from myself (a renter from a third-party landlord).After criticizing their generally incompetent management of the building since they have taken over the contract from a different company, my access to the ************************** portal was revoked. Along with needlessly denying me access to building amenities such as guest parking access and booking common areas, this removal from portal denies me the access to any building communications. These updates are critical to preventing damage to the unit, my personal property and vehicles, and my personal safety. My removal from the portal and distribution list is purely an act of spite. When I called their representative *********************** to discuss the matter her response was "maybe you should buy a unit and you'll have a voice" before dismissing me and my concerns.

  Business Response

  Date: 24/05/2024

  The attached email thread should answer this complaint.

  The complainant is a tenant who is constantly calling my staff names and harassing them.

  He is a tenant of the Condo Corporation I manage.  The OWNERS are who I work for, not the tenants.  The tenants are not to communicate with the Management Company  - the owners are supposed to do that for the tenants they manage and earn income from.  The complaints right to the Portal is a PRIVELAGE not a right.

  I will not allow my staff to be treated badly and this individual, upon being the opportunity to correct his behaviour did not.

  Until he apologizes and promises to treat my staff with respect, he will not get access to the Portal.

  Nobody deserves to be treated the way that this individual is treating people

  Feel free to call me to discuss

  *****

   

• Initial Complaint

  Date:12/10/2023

  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.

  Date of Transaction: ***Sep-2023 Amount: $***** Invoice Date: **-Aug-2023 Invoice Number: ***-**** Dispute: We were sent an invoice for Parking Stall ***, as a vehicle was parked in Stall *** during a parkade clean up by City ************************* The picture that Catalyst sent is a vehicle in parking stall is ***, which is not our car or stall. We have sent multiple emails with photos attached proving that they have sent the invoice to the wrong owners. My *********** have even called & left voicemails because no one is responding.In the photos, the hanging storage is only over stalls *** & ****. In image ****.jpg is not our vehicle or parking stall, that spot is *** as you can tell from the other images where the hanging storage is identical for *** & ****. Just look at the items in the storage, exactly the same.It took 1 whole month, Sept **, 2023, a day before the invoice was due, for a person from Catalyst, *******************, to respond with: "We trust our vendors as they work on site. If you wish to file a complaint you can bring it to the Condo ***** of *********** I have a feeling that **** never looked at the pictures. We sent a following email with more photos, saying that this was a simple matter that did not require the Condo ***** of ********* to be involved, its currently October **, 2023 & still no response.We paid the invoice because we were afraid that collections would be sent after us even though it was not our parking stall. I am thoroughly disappointed in how little effort was given to investigate & solve this simple matter. They have charged us for someone else's parking stall. The cleaning company made an honest mistake but **** dismissed us completely without even looking at all the proof. In my husband's point of view, **** committed fraud against us in order to cover the bill.We should be reimbursed. Catalyst should do a review on ****. Hes not fit for his position due to his bad work ethics. He is not professional.

  Business Response

  Date: 14/12/2023

  A credit note was issued on Oct **, 2023, please see attached. The credit note was applied to ******** 2023 condo fees. 

• Initial Complaint

  Date:27/06/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  1. I called Catalyst Condo Management at the beginning of May with a question. I never received a response. No one ever answers the phone - you have to leave a message that never gets returned.2. I emailed Catalyst Condo Management on May *, 2023 with the same question. It took 11 days to get a response. The form they sent me to complete was regarding a renovation - none of the questions on the form applied to my situation.3. I emailed Catalyst Condo Management on May 4, 2023 regarding a noise complaint. I didn't receive a response until May 29. I told them the noise was still a problem they said they would pass the complaint on to the board. I have heard nothing back from the board or from Catalyst Condo. In the mean time, I spoke with my noisy neighbours. I'm not just talking about regular day to day noise. They have a child who runs back and forth in the condo above me, bounces ***** and it sounds like he's jumping off of furniture. The issue has not improved. Again, the noise is far more than regular walking around noises you expect in a condo.4. I contacted Catalyst to pass on a message to ******* and ****** about access to my condo to inspect the sump pump. The technician showed up half an hour earlier than expected and had not received the message from Catalyst.5. There is a lack of communication between Catalyst and ******* and ****** regarding which units need access and at the day and time frame to expect them. I was given two different dates. I was told at one point that they did not need to access my unit, when they in fact did. I would have been charged the locksmith fee if I didn't happen to be home when they came by. The technicians tend to show up at least half an hour before the time given to me by Catalyst - which is problematic when they show up at 8 a.m. and I am in the shower because I was told to expect them at 8:30 a.m. at the earliest.

  Business Response

  Date: 28/08/2023

  Hi **********,
  
  I'm sorry you feel as though there's been poor communication on some issues, I've provided my response below:
  
  Issue 1 - SCREEN DOOR - I've attached the email thread related to the screen door, we sent you the form and that was the end of the conversations. There were no questions about the forms or follow-up from your end.
  
  Issue 2 - NOISE COMPLAINT - It did take us some time to respond to your email and I will apologize for that. We presented your emails to the condo board and we issued a warning letter on June 1st to the owner of 418. Given we never heard more on the issue on our end it seems resolved. If the issue persisted we should have been made aware. 
  
  Issue 3 - SUMP PUMP UNIT ACCESS - we cc'd the vendor on the email thread directly to limit the miscommunication or delayed response (we get a lot of emails on a daily basis therefore if we cc the vendor the owner get's the most up to date information as we get it). Unfortunately if the vendor arrives early there's nothing we can really do other than apologize for them getting there early. 
  
  The property is being transitioned to a new management company as of Oct *, 2023. 

  Customer Answer

  Date: 28/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************************