Complaints

This profile includes complaints for Quay Pacific Property Management Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Quay Pacific Property Management Ltd. has 2 locations, listed below.

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  Quay Pacific Property Management Ltd.

  535 Front St New Westminster, BC V3L 1A4

• 

  Quay Pacific Property Management Ltd.

  885 Helmcken St. Vancouver, BC V6Z 1B1

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:29/05/2024

  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.

  As per other reviews of this company, they are the worst at communication and financial management. From day one, we had an outstanding balance that was THEIR fault for not processing the sale cheque from our notary. They humiliated us as new homebuyers at our AGM and told us to leave, only to months later notify that it was their error, and no remedy was made. Then they didnt process our initial banking information and we have debt sit on our account, unknowingly, and NO correspondence from ****. The property manager viewed us as kids, though we are not and are the title holders of the house, and held a personal grudge which she vocalized to council members, and I had to send our bill of sale to prove to our own property manager we were the owners! With the information THEY already possess! Fast forward a few months, and when they finally do reply, its to hit us with a LIEN! No sorry, no remedy or resolution management, just threatening a forced-sale of our property unless we pay a huge amount in a matter of days! Then we make payments, and they create fees to keep the debt climbing! On top of that, they are the worst at maintenance, communicating with council, as most of our council members have quit due to not being able to work with the property manager! No one gets fines for bylaw infractions, no one gets updated or communication. Absolutely the worst company I have ever dealt with, and unbelievable they are able to charge anyone as customers and not be in jail or have multiple lawsuits. We are now looking into how to move after only living her a year just to avoid dealing with them. As I said, we are not the only review, so judge for yourself but DO NOT hire them to manage your building.

  Business Response

  Date: 30/05/2024

  Hello I've read your comments and review, and I'm surprised by the bold statements you've made.

  I'd like to clarify that Strata management companies don't have the authority to make formal decisions regarding owners' accounts or outstanding balances. The ************** reviews all owners' accounts, and a majority vote determines how to proceed with accounts that have balances or bylaw contraventions.

   If you have concerns about your account, I recommend requesting a hearing with your **************. You can do this by sending a request to your property manager. You're welcome to attend the meeting, review your account, and bring any supporting articles. Please note that the meeting won't provide an immediate decision, but the council will respond in writing within two weeks.As a management company, we often have to communicate information that *** be annoying or difficult, but we don't create the strata corporation bylaws, and we don't make formal decisions. Those are made by the **************, which we work directly for.

  If you're not comfortable messaging, your Strata manager please feel free to email me directly at **************************** and I'll speak with the manager about your hearing request.Lastly, please note that other management companies also receive negative reviews, which is an unfortunate aspect of our industry. However, if our company were engaging in unbecoming or financial errors, we wouldn't have been in business since 1998, providing professional strata and accounting services. Thank you for your understanding.

  Best regards,****"

  Customer Answer

  Date: 30/05/2024

   
  Complaint: 21772075
  
  I am rejecting this response because:
  
  Hello ****,
  

  Thanks for the response. While I understand where you are coming from, council is not the issue in this case. Council did not misplace the cheque, council did not have processing issues, council did not ignore us, council did not embarrass us at our AGM due to their own error, council did not change terms specified in their emails, council did not share their personal grudge and issues with us to owners in the building. Do some research internally, or I am happy to provide additional evidence. Contact ******** or *****. 
  

  thanks 

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

  Business Response

  Date: 31/05/2024

  Hello,
  

  I would encourage you to meet with council to review your account. In the event that there was some circumstance that your cheques have been misplaced leading to false charges on your account those would be reversed at the consideration of the strata Council.

  As a management company, we cannot go in and start removing fines or charges from an owners account. Only the strata council has that permission. Thats why I have recommended meeting with them at the next ************* meeting to review the circumstance if there is something that has transpired that is not correct. They would be the ones to reverse it and our Strata manager/management company would work with council to make sure that is expedited.  

  
  thank you for your consideration and understanding regarding this request.

• Initial Complaint

  Date:19/05/2023

  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.

  I was the owner of unit **** in the building ******************************************, which is managed by Quay Pacific Property Management Ltd. When I sold this unit on May 30, 2022, this management company suddenly asked me to pay "outstanding amount" which I never know. After I inquiring them about this, they gave me the list of items. I reviewed those items they gave to me, I found all of them are not reasonable due to their chaos management. I explain to them, gave them the evident and told them the true. They denied finally, gave the final answer is the issue is more than 5 years and no longer appealable, the true is I should not have those issues in this 5 years, I did appeals when I receive the letter from the building, what happen is nobody pay attention to my appealing. 5 yeas after, they ask me to pay the "fine" because I am selling the the unit.

  Business Response

  Date: 23/05/2023

  Hello,

  Please be advised that as per the ****************** building Bylaws you agreed to, these amounts apply to your owner Strata Lot/owner account. The owner must pay any fines, interest or outstanding levy amounts on your account before the purchase or sale. These are 100% the owner's actual cost per SPA, ** (Strata Property Act of ****************) and the building Bylaws.

  Please note Quay Pacific is not allowed to reverse or do any refunds. This would be against our licensing code of conduct. The ************** reviews all owners, Strata Lots and accounts. The **************s decide on these matters, not our Management Company.The Management Company relays information based on the **************'s decisions.In this circumstance, the ************** has deemed all your outstanding amounts 100% applicable. If you like, we can forward the correspondence to our records as an FYI. If you would like this additional information, please reply to the BBB; we will happily provide it accordingly.
  
  Hopefully, this provides a clear explanation to you regarding this matter. I appreciate your understanding. 

  Customer Answer

  Date: 01/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:  those fines should not put on me, the mistakes were made by Quay Pacific Property Management Ltd.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/06/2023

  Hello, as per my previous reply to you Quay Pacific doesn't get to pick the outcome of this matter. Do you understand that? i want to help so i will explain again. 

  The ************** reviews all the Owners request. The ************** makes the decisions. The ************** have the final say on the matter not out Strata Managers. This is as per SPA, ** (Strata Property Act, **). 

  I hope this was clear to you this time. Thank you for your understanding. 

  Adam 

  Managing Broker, Quay Pacific. 

  Customer Answer

  Date: 28/06/2023

  Good day ******,
  
  Regarding the filed complaint, I want to reply their feedback in 10 days, but I cannot do that on line, so I open another one. 
  
  Please review the attached file above, as you can see that I got noise complain from the unit under my apartment, and I was working out of town, nobody was living in that apartment at that Period of time, I email and told Quay Pacific Property Management the true and ask for appeal as soon as this happened, but it looks like they are doing nothing. When I sold the property in 2022, they show up and still ask me to pay the fine, this is only one of the examples. After this happened, I email them and answer their questions right away, which going on about one year, I received the final email that " This issue goes back to 5+ years and is no longer appealable" on Apr 17, 2023, it is totally not fair to me.   
  
  Thank you very much for your time and consideration.
  
  Best regards,
  
  ***********************
  ************

  Business Response

  Date: 28/06/2023

  Hello, and good afternoon
  
  Please be advised that this is not the best communication portal (BBB) regarding your bylaw,contraventions, warnings or fines. As a Property Management company, we relay information for the ************** to review, consider and make calls to action based on the ****************** Bylaws, Rules and Regulations. Respectfully, if there was a noise contravention with your Strata Lot, you should be writing the Strata Property Manager directly. Email is sufficient. That correspondence will be passed on to the ************** to review. After their review, they may issue a warning or issue a fine. Quay Pacific Property Management does not decide who gets fined or who gets warnings. That is not our jurisdiction. You may also request a hearing with your ************** to review the Bylaw contravention.If this piques your interest, please send your Strata Property Manager directly and request a hearing with **************, who will review your request.

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

  Managing Broker 

  Quay Pacific Property Management 

  Customer Answer

  Date: 05/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: as you can see from the attachments I  attached on last respond, I did email to the property management office each time after I received the waring, I always call office firstly and noticed them I received the warning letter, asked them for advise, then following their instruction. As you mentioned that it is by law, but It looks like that, this building is not work by the way which you mentioned on the respond, I never received the fine letters, and I had showing up for hearing one time, but building consoler told me they did not know about this. I did call office ask about this after this thing happened, but I never got call back or email back.
  
  Sincerely,
  
  ***********************