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:08/05/2024

  Type:Billing 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.

  On April **, 2024, there was a small leak inside the apartment that we own. We were informed of the leak by our tenant. I called the emergency number for Blue **** Management Company and expected for a manager to check out the issue, thinking it was a pipe or someone upstairs and inform me of the issue. No one got back to me until April **, 2024 and I was told it was a clogged dryer vent. Right away, I hired a restoration company and someone to clean the vents. I was informed by the restoration company the bulkhead where the leak was, was already open. I was confused because we werent told that anything had been done inside the apartment. Then recently I was just informed by the management company that we owe $*** for the work that was done in the apartment. I do not believe we owe them anything because no work was authorized, no one even called to let us know what was going on. This is poor management and poor business practices.

  

  Business Response

  Date: 13/05/2024

  Please see the attached response from Blue Jean Condominium Management regarding the after hour call and the subsequent charges to the owner.

  Customer Answer

  Date: 15/05/2024

  Complaint: ********
  
  I am rejecting this response because: 

  When we first bought the property almost * years ago, we were informed that there was a manager on duty ** hr/ day in the building for emergencies. We had the pleasure of meeting him and he confirmed he was there for all emergencies and to call the emergency line as he doesnt give out his personal number. I understand this was with Asset West, but please correct me if I am wrong, I have not seen any documentation stating this process had changed.  This was not a misunderstanding. 
  

  When I called the emergency line, there was no reference to calling out trades. I feel like this is something that we should be informed about.  There was little information about what was going to happen when I called. 
  

  Furthermore, I have never heard of trades not contacting an owner to discuss what is going on with their property.  You stated that the responsibility shifted to the ***************** to assess and address the situation accordingly, however, we are the property owners, we pay the mortgage, we have not signed any documents stating you are allowed to take over responsibility in any situation and in that phone call, there was no verbal consent given to assume responsibility.  Consent needs to be given, it is not an assumed right. 
  

  Work was done in our suite without authorization and 3 weeks later we are informed that it will be $*** without any documentation. As you can understand, all of this has been extremely frustrating and overwhelming. 
  

  I understand there was no malicious intent, however we feel based on the fact we were initially told a manager is available ** hrs at the building, no one informed us trades were being dispatched, no one gave the ***************** consent and no one contacted us before working on the suite that we should not have to pay the full bill. We are willing to pay half to settle the issue, however we are not willing to pay the full $***. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 20/05/2024

  Please see our response.

   

  Customer Answer

  Date: 25/05/2024

   
  Complaint: ********
  
  I am rejecting this response because of all of the reasons laid out in the previous email as well as I have reached out to Summit Restoration to question them about the invoice that was provided.  They stated "water extraction & restoration technician - per hour" and the quality was for 5 hours.  They were at the apartment for one hour.  When I asked if they could clarify the bill, they flat out refused. I sent another email stating they were the company that was at the residence and would know the work they did.  I stated in the email they could answer this question the best and it has been two more days without a response.  

  Since we did not hire this company, we did not authorize work from this company and this company is clearly deceitful by claiming hours they did not work and refusing to clarify, we are even more determined not to pay this bill.  As I also stated in the previous email, there was also no consent given to Blue **** Management Company to authorize work on our apartment and phoning the emergency number did not authorize work to be completed and this was not explained in any documents or verbally on the phone. 

  We are more than willing to pay the bill to *********************** as we can see when there was a change from Asset West to Blue **** Management there was miscommunication about how things were going to be handled with a "manger" as you were not informed about what we were previously told.  *********************** did work that we did expect such as checking where the leak was coming from including knocking on tenants doors.  The * hours he worked was also a reasonable amount for checking the leak and speaking to other tenants.  

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

  

  Business Response

  Date: 30/05/2024

  Please see the attached response.

  Thank you.

  ******

  Customer Answer

  Date: 31/05/2024

   
  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.

  I appreciate the compromise to resolve the matter and agree to all the terms laid out numbered *** *n your document. 

  I will take care of the outstanding bill for Maintain Mechanical right away. 

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