Complaints

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• Initial Complaint

  Date:02/06/2023

  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.

  On June 1, 2023, 2020 Property Management utilized account information on file to withdraw condo fees without authorization from my personal bank account. I no longer have an interest in this condo as I am no longer the owner.
  
  The property management team was unprofessional and rude when trying to resolve this issue and refuses to take accountability and return my money in a timely fashion.
  
  I've been told I have to wait at least one week for the refund cheque to be sent, and this has considerable implications to my financial situation.
  
  All alternative resolutions have been put on me and they all financially penalize me (i.e., paying for a stop payment, overdraft fees, NSF fees, etc.), which cannot be recuperated. As well, this does not even prevent them from withdrawing more money from my account in the future as they still have my banking details.
  
  The business as a whole has proven to be unaccountable and questionable in their practices.

  

  Business Response

  Date: 06/06/2023

   

  Response to
  complaint filed by ******** ******* ****** ***** dated June 6, 2023
  *** Complaint
  ID #20137462

  
  20/20 Property
  Management Ltd. manages the condominium corporation in which Ms. ******* owned
  a unit until May 24, 2023. We have managed the condominium corporation for more
  than 10 years.

  
  As the property
  management firm, one of the responsibilities is to collect condo fee on the
  first of every month, either through direct withdrawal or by cheque. Ms. *******
  had given pre-authorization to withdraw her fee every month. For cancellation
  of the pre-authorized withdrawal, we ask an owner to provide 15 days written
  notice. I have attached a copy of the condominium’s pre-authorized withdrawal form
  for your information.

  
  Neither Ms.
  ******* nor her lawyer contacted our office to cancel her pre-authorized
  withdrawal when the unit closed on May 24th, 2023. We only became
  aware that the unit had closed, when on June 2, we were asked by a lawyer to confirm
  whether Ms. ******* had paid the special assessment fee.  We immediately contacted Ms. ******* to inform
  her that we had already withdrawn the June 1st condo fee, but we
  will be refunding her by cheque and that it would take 1 week. 20/20 Property
  Management issues cheques for the condo but does not have signing authority. The
  cheques are signed by the board of directors of the condominium.

  
  Ms. ******* demanded
  that she receive the refund on June 2. When we informed her that it was not
  possible for the reason cited above, she called and shouted at my office staff.
  We do not tolerate disrespectful and rude behaviour. Ms. ******* should accept
  responsibility for her lack of timely action to cancel her pre-authorized
  withdrawal. She could have contacted her bank to cancel the withdrawal but
  chose not to.

  
  As we have
  informed Ms. *******, we will contact her when her refund cheque is available
  this week.

  Customer Answer

  Date: 06/06/2023

  
  
  Complaint: 20137462
  
  
  
  I am rejecting this response because the information provided by the respondent is false.
  
  The special assessment was a condition of sale that was required to be settled prior to my condo closing on May 24, 2023. I paid this special assessment via bank e-transfer on March 21, 2023 (received by 2020 Property Management March 22, 2023). This information was provided to my lawyer and shared with the purchasing lawyer prior to closing to satisfy closing conditions and then reconfirmed again May 24, 2023. This conflicts with the statement that 2020 Property Management received notice June 2, 2023 asking for confirmation. This is an example of 2020 Property Management not providing documentation or acknowledgment, such as an account statement, for such items as the only proof of payment I had was an email confirmation from my bank for the e-transfer. I have yet to receive a receipt or statement showing payment.
  
  To further explain the knowledge 2020 Property Management would have regarding the closing of the condo, they provided several documents to the buyer during the closing period such as financials, status certificates, etc., all of which further demonstrate my claim of funds taken without consent for property in which I hold no interest. In speaking to my lawyer about this, the requirements stated by 2020 Property Management do not align with standard practice.
  
  On June 2, 2023, I was emailed by 2020 Property Management advising that they withdrew condo fees from my account in error, without my consent, and without any reasoning indicated in their response. Upon receipt of this email, I contacted their office to insist on a prompt return of those funds to avoid additional financial impacts, and I was met with defensive and abrasive behavior. As this was an administrative error which 2020 Property Management is the negligent party, this should not be a standard cheque refund that should be delayed by the condo corporation’s signing practice. This is only serving to inconvenience and save face.
  
  2020 Property Management’s continued negligence has only served to pass the blame, as previously, I had retained a lawyer for negligent acts conducted by 2020 Property Management.
  
  
  
  Sincerely,
  
  
  
  ******** *******