ComplaintsforCatalyst Condo Management

• Initial Complaint

  12/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  27/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  *****************************************

*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. ↩