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:26/08/2024

  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.

  Dear ***/Madam Good day to you, I am reaching to this governing board seeking assistance in mediating an escalating situation between myself and the management team of Sentenial Management and the board of **** 23.The situation in question is in relation to issues and not limited to removing accessibility to my strata fees payment method; a situation that I have pleaded with the board and the management team about and one that has been deliberately blocked from **** am citing prejudice and discrimination as there is a clear indication from the moment Sentenial Management took over operations, the very first communication with same was that of an accusation that I was in arrears with my dues. I had to prove that not only were my fees up to date but I had in fact overpaid.The method of accessibility preferred payment was that of Interac E-transfer, this method was agreed upon by the then board in 2022, I was allowed in June 2024 to again use this method as I had fallen behind on payments and now the prescribed route taken is to use section 85 to add on unnecessary and unreasonable fees so I can pay the collection agent by way of the above mentioned Interac method.I am raising my concern and distress as this seems to the avenue that will be continued from here on and as such I am exploring your intervention as a grave and distressing circumstance had arisen in May where it was alleged that a member of the **** 23 and Members of the Sentenial Management company had referred to me in a private conversation as the Niggar who owns 5 (in reference to me as I own unit 5 at *********************. These allegations were dismissed by me with ********************* and at the time she denied any such remarks were made and went on to identify an individual who would likely have had this information transferred to me.Any effort to at least investigate this situation would be greatly appreciated.Thank you in advance.

  

  Business Response

  Date: 28/08/2024

  In response to Mr. *************************** arrears of condominium fees we have sent a number of emails and in particular have advised of the method of payment as well as repeatedly advised that as per By-Law #1, his payment is due on the first day of the month.   As indicated in the by-law noted below the payment is to be made by post dated cheques.  We have also offered payment to be made by pre-authorized payment, however we do not offer electronic fund transfer as we are unable to track this method of payment. 
  Please be advised that our office has communication with ******************** advising of the arrears payments as well as the method of payment.   Communication by email on March 11,April 12, May 2, May 31, July 3, August 8.     I am attaching two emails dated May 31 and August 8th (please also note the letter of August 8th was emailed and mailed by regular post)however, should you require all email communication on this matter we would be happy to provide them.   The email communication clearly has advised ******************** the method of payment as well as his responsibilities for payment as well as consequences if he does not arrange payment.
  
  As per By-Law #1 
  
  11.      ASSESSMENT AND COLLECTION OF COMMON EXPESES
  
  11.2 OwnersObligations Each owner shall be obliged to pay to the Corporation or as it may direct the amount of such assessment in equal monthly payments by post-dated cheques annually on the first day of each and every month next following delivery of such assessment until such time as a new assessment shall have been delivered to such owner.
  
  Should BBB require copies of communication we are happy to provide them. Further the By-Law is clear on how payment is to be made and this owner has also not made payment on time or paid any late fees or interest.
  
  As advised above, we do not take monthly electronic fund transfers for any clients, unless they are in a three month arrears position and this is done on a one time basis to avoid the file being turned over to the corporations legal department.   As noted on turnover the client was paying by electronic fund transfers and we had no way of tracking the payment.  Our management contract with PSCC 23 only provides owners with the option to pay monthly condominium fees by cheque, cash, money order, or pre-authorized payment.  
  
  There is no discrimination as all of our management contracts are worded in the same language.   ******************** was advised on numerous email communication, letters, and phone calls that payment was due and under the Condominium Act if the owner fails to make payment the Corporation has an obligation to turn the file over to legal for lien action.
  
  We have confirmed with both my staff as well as ************************** of the Board for PSCC 23 that the accusation noted by ******************** in this complaint is not valid and all parties have assured me that neither the board member,property manager or our accounting members spoke in any derogatory manner about ******************** at any time.
  
  Thank you
  
  

  Customer Answer

  Date: 28/08/2024

   
  Complaint: 22196419
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 28/08/2024

  With me not being able to use either payment option suggested by this management company, is it a case where I will be subjected to a continuous case of excessive fees brought on by Sentinel Management due to lack of accountability when; in the past there is a record of my fees being paid and my account being held in good standing? 
  i am seeking clarity from Sentinel Management if their approach to handling my fees will be dealt with in the current practice as to excluding me from exercising all legally acceptable format of payments to maintain my account?

  

  Business Response

  Date: 30/08/2024

  Hello

  The payment options for monthly condominium fee payment is preauthorized payment, cheque or cash.
  There is no fee for monthly payment of condominium fees. 
  To be clear the monthly payment is due on the first day of the month to avoid late fees and interest charges.

  Thanks 

  Customer Answer

  Date: 30/08/2024

   
  Complaint: 22196419
  
  I am rejecting this response because: In no prior communication was cash payment listed as an accessible payment option before this escalation occurred, is it Sentinal Managements stance that E-transfer Interac is not legal, safe, accessible nor is it method that can easily be tracked and accounted? Also, is Sentinel Management indicating that it is secure to send cash via mail? 
  i ask these questions, even in light that I am under threat of possibly losing my unit by way of legal action initiated Sentinel Management by way of a lien due to the companys decision to exclude me from keeping my account in good standing?
  i am asking this question because I desperately need to have this matter resolved as it has caused extreme stress and has created a depressive state in my home.

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

  

  Business Response

  Date: 03/09/2024

  Please be advised that communication has been clear in previous correspondence by our office as well as the legal office of ******** *********************.   We have provided an alternate payment of a cash payments which would require attendance to our office in order to pay by cash and obtain a receipt of payment.   Please note that you can now arrange a payment plan with ******** ********************* for the outstanding payments.    Payments for all owners are due the first day of each month and since November 1st no monthly payment has been paid on time.

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22196419
  
  I am rejecting this response because: it has been clear from the start that Sentinel Management company has had no consultation that they were contracted by the board of PSCC 23 to act one manage the condominium on my behalf as a homeowner, it has also been made clear that their actions have been premeditated and directe to not only segregate and frustrate me but to also create an an environment to use section ************************************* from my home. I have not been asking for any special treatment nor even to be treated as equal to any of the other homeowners; all I have been asking was to have the basic access and ability to continue paying my condominium fees as I have been since it was identified that E-transfer was the easiest format to pay my fees and keep my account in good standing. If I was asking for equal or even fair treatment then I would have been demanding that I not be the only tenant in this condominium who has to walk more than a quarter of a mile from my unit to get to my parking spot; when other tenants from my building occupies multiple parking spots or even that tenants from other buildings have parking spaces in the lot immediately adjacent to my building. The fact that Sentinel Management even took steps to remove automatic deposits shows that their intent has been clear and I am appealing to the Better Business Bureau to intervene on my behalf.

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

• Initial Complaint

  Date:19/05/2024

  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.

  Failure and refusal to address issues with cleaning and hygiene.Cooperation and condonement of the implementation of abusive intimidation tactics by condominium board members.Cooperation in obstruction of the exchange of important information, such as needed repairs.Failure to exercise due diligence. Court precedents have established their lack of care and failure to serve clients.I request for this business to be investigated and for the public to be informed of their modus operandi.

  

  Business Response

  Date: 28/05/2024

  Hello

  Please see the attached letter. 

  Thank you 

  Customer Answer

  Date: 01/06/2024

   
  Complaint: 21733020
  
  I am rejecting this response because:

  June 1st, 2024
   Better Business Bureau
   ****************************
  **********************************
  
  Attention:*********************, Retention Specialist - *************************************
  *************,
  I would like to go on record and state that I am appalled and extremely concerned to read the response filed by SENTINEL Management and dated May 28, 2024.
  It is evident that SENTINEL Management has important issues with ethical breaches,starting with, but not limited to, the exchange and disclosure of personal information and electronic correspondences, that should be kept private unless legally required, in addition to slander, intimidation and libel.
  The information covered by the Personal Information Protection and Electronic Documents Act (PIPEDA), includes, but it is not limited to:
  
  A: Any personal information including any facts or subjective information, recorded or not, about an identifiable individual. This includes information in any form, such as:
  Name;
  Address;
  Electronic correspondences;
  
  Management companies have ethical responsibilities to insure the protection of private information.
  
  PIPEDA requires they obtain the permission of the individual, before disclosure of said information, however SENTINEL Management appears to place themselves above all law, in their quest for libel and intimidation of my person.
  
  While you allow for and despite my obvious desire for my name to remain undisclosed, however identifiable by abbreviation,SENTINEL Management not only breaches my privacy, but slanders my good name, by bringing forth dangerous, unproven and unfounded allegations of constant harassment along with her unauthorized videoing of board members,contractors and owners.
  
  As we can see,SENTINEL Management resorts to abuse of their position and appears to be claiming that I require their authorization, in order to record information and conversations, that I am a party to, or are lead in public areas without reasonable expectations of privacy.
  
  The atmosphere of animosity, ostracism and oppression, instated by board and management,coupled with their aiding the individuals who fail in their duties, is cause for grave prejudices and stress for us.
  
  Despite the fact that there are no sanctions against photographing or filming people or property open to public view, it is evident that SENTINEL Management resorts to blunt slander and intimidation, in order to attempt to obstruct the proof of their negligence,fund mismanagement and all together failure in management.
  
  In addition, I state for the record, that I have never been charged with assault, nor am I officially aware of such information.
  
  Furthermore, I have also never been forwarded, nor have I seen any copies of the alleged number of complaints from various owners in the building concerning Ms. *********** constant harassment.
  
  I state for the record, that the allegations set forth in the correspondence filed by SENTINEL Management and dated May 28, 2024, are equivalent to defamatory libel and are a matter published, without lawful justification or excuse, aimed to mine my credibility and to injure the reputation of my person by exposing me to hatred, contempt or ridicule.
  
  I intend to seek legal restitution.
  
  In addition, SENTINEL Management confirms the need for repair of a number of maintenance items including brick and mortar repairs, lose flooring at the top of the second floor stairs, drywall repairs on the second floor landing.
  
  The issues are of my concern, as SENTINEL Management also clearly indicates that the building is a *********************** which requires a capital fund plan that is also being followed for repair and replacement. This capital fund is comprised, in part, of the monthly fees provided by me and as such I am concerned directly when damages may lead to further charges.
  
  While the accusations towards me, set forth by SENTINEL Management are unfounded, libelous, oppressive and abusive what IS a founded in proof is that, only about six months ago, an official decision was rendered by the *****.
  
  Further to a complaint launched by a separate, unrelated condo corporation, who was a very unsatisfied client of SENTINEL Management the following decision was rendered and is hereby quoted from their CN-****** DECISION LETTER, dated December 6th, 2023:
  
  "The ***** finds that the overall review of the response provided by Sentinel is concerning as it shows there may have been limited oversight of staff or there were minimal resources on the part of Sentinel to provide adequate condominium management services to their clients.
  
  This shortfall caused significant errors in the management of the corporation and while the ***** recognized that Sentinel has taken steps to rectify the issues and that the board may have been informed of the issues at hand, it does not excuse the fact that Sentinel could have placed the corporation at risk, which is contrary to acting in the best interests of the corporation.
  
  The ***** further finds that the licensee has repeatedly failed to fulfill multiple obligations under the management contract without providing immediate remedial actions despite the boards instructions and directions.
  
  Accordingly, having considered the issues of this complaint, the licensee is hereby warned to provide condominium management services in accordance with the prescribed sections outlined in this letter,including being mindful of all the provisions of the Code of Ethics and the CMSA."
  
  I hereby ask the BBB to address and examine the egregious abuse from part of SENTINEL Management and to sanction their lack of due diligence and failure to follow the provisions set forth by the Legislator.
  
  I also intend to further contact the ***** and request they proceed with their reserved right to an inspection of SENTINEL Management.
  
  I believe that SENTINEL Management is unfit to provide adequate management services.
  
  Sincerely,
  S M

  

  Business Response

  Date: 07/06/2024

  Please see the attached response. 

  Customer Answer

  Date: 19/06/2024

   
  Complaint: 21733020
  
  I am rejecting this response because:

  June 19, 2024                                                          UNDER ALL LEGAL RESERVES
   Better Business Bureau
   ***************************************************************, Ontario K1V 1C1
  
  Attention:*********************, Retention Specialist - *************************************
  To Whom It May ****************************** don`t believe there is much more to say, as the events that have transpired in front of the BBB are mare that enough to provide a clear picture, confirming the abusive tactics and the length that SENTINEL Management is willing to go to, in order to silence my complaints and stifle my quest for information.
  All thought confirmed briefly, SENTINEL Management has failed to respond clearly to the allegations of mismanagement and the issues with failure to upkeep and repair the premises, or instate a stable cleaning schedule.
  
  I top it all off, at our recent condo meeting it was disclosed that our condo fund is deficient by more than $21,000.
  
  We witness, that despite this fact, SENTINEL Management takes the liberty to further set us in debt, by depleting our funds on oppressive, abusive & intimidating actions.
  
  I am not a business, nor a charity,therefore the abusive course of action, undertaken by SENTINEL Management, has absolutely no object nor place here.
  
  Should SENTINEL Management feel they have any factual issues, they should have addressed them outside of this BBB complaint. 
  
  In addition, it is sufficient and useful to scroll through the plethora of the ONE STAR ****** Reviews, left by over thirty (30) unsatisfied and horrified clients,who testify independently and eco in corroboration of my claims, to quote only a few:
  Terrible, poor communication - **********;*********;- Moon resident
  Seriously uninformed about the legal requirement for operating systems in condos -  Calvin B
  Our Condo Board filed a Complaint with the ***** - Calvin B
  Poor, impersonal service - *********;********
  Extremely unprofessional - Cat ********
  Disgusting and shameful behavior  JM
  They always communicate with threats and fines for even simple things  JM
  Most painful and horrible process to deal with these people - Melissa Shore
  Firm does not care about the well being of the residents they service  Den
  Zero compassion, zero plan, zero update, zero resolution - Lia ****
  WORST Property management/ Condo management company I have had the displeasure to interact with - Jack Lumber
  Terrible customer service, inattentive, dismissive and flat out rude  Leesh
  This company is criminal - Leam - resident of CCC 281
  Horrible - Mr T
  Poor at best - **************;Lanthier - resident of property located at 8162 Victoria St in ********, On
  Lied to us and continues to ignore our questions - ********;****
  We made a serious mistake choosing this company over our previous property manager - Peter ********
  
  The denouncements have provenance from no less than five (5) named properties, such as the MOON RESIDENCE, property on Belanger Ave.8162 Victoria St in Metcalfe, ON,property of Claridge Icon, CCC180 and CCC 281, who are sounding the alarm,while mismanaged by SENTINEL Management.
  ****** reviews also shows that SENTINEL Management HAS ABSOLUTE KNOWLEDGE OF THE ***** decision being posted online OVER 6 MONTHS AGO.
  The most telling evidence can be found in the fact that the director, Ms ************************* has actually PERSONNALY responded to the post CONTAINING ALL THE DETAILS about the ***** complaint, without threats, nor claims of illegal posting.
  
  What their present actions clearly confirm is the extent of libel, denial, gaslighting, abuse, oppression and intimidation tactics, that SENTINEL Management is willing to go to, in order to silence my quest for information and enjoyment of my environment. 
  
  In addition, I see that no less that 2 other complaints have been previously launched with the BBB. 
  
  I request for proof of same actions being started by SENTINEL Management, towards the other individuals, who have complained.
  
  The Better Business Bureau (BBB) is a nonprofit organization founded in 1912 created to help consumers know which businesses and charities to trust when spending their hard-earned money.
  ******* & oppressive behavior should be addressed appropriately & promptly.
  
  Through their business vocation, SENTINEL Management has power and control of many individuals well-being.
  
  SENTINEL Management evidently will not hesitate to abuse this privilege. 
  
  I hereby humbly ask the BBB to inform and thus protect the public of the dangerous and highly malevolent actions of Sentinel Management. 
  
  I believe that SENTINEL Management is unfit to provide adequate management services and represents a clear and present danger to the customers they control.
  
  Regards,
  S.M. 
  
  

• Initial Complaint

  Date:26/01/2023

  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.

  I bought and moved into my condo unit October 4th 2021. The 3rd floor balcony railing has been broken off of the building since day 1. I have sent many emails and pictures regarding the issue and nothing has been done. This is very dangerous and I don’t want anyone to get hurt. Furthermore an emergency fund allocation assessment was done in 2022 and an extra 3300$ has been withdrawn out of my account over 3 payments on top of regular fees. No repairs have been completed. No communication. There is no excuse for this as I have paid thousands in fees up to this point. The picture showing 3 withdrawals is for the bogus emergency fund with regular condo fees added on top. Help!

  

  Business Response

  Date: 27/01/2023

  Hello

  Sentinel Management Inc. has not managed this property since April 30th, 2022. 

  As far as we know the management firm is Gestion POM Management Inc located at  **** ******* ** *** ********* ** *** *** *** ***** ****** ** ***** ********.

  I suggest you contact them and we would kindly ask that you remove this review as it as nothing to do with Sentinel. 

  Customer Answer

  Date: 28/01/2023

  
  
  Complaint: 18905456
  
  
  
  I am rejecting this response because:all my email correspondence and bank withdrawals are still coming from sentinel. 
  
  
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 30/01/2023

  There is a public registry that shows who manages every condo in Ontario **************************************************************

   

   

  This is ******* *********** *********** *** ** 

   

  Sentinel does not manage it.