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:21/03/2025

  Type:Facilities 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 March 8, 2025, I signed a rental agreement with Toronto Luxury Suites for a condo unit ** ** ********* ****** ***** *** for period to April 7, 2025 for invoice* amount of $5194 (cleaning $194, security deposit $1000 included).
  I viewed the unit on March, 6 & 7, both times strong cleaning product smell. I told **** I wanted to think about, he asked me to sign some paperwork (turned out to be contract I never received copy received ) On Saturday hesitantly went ahead called **** and he sent me the Rental Agreement* (signed copy does not exist) and instructed my to pick up keys in lock box at office ** ******) After entering the unit around 3, there was very strong smoke smell, my eyes and throat were burning and I felt sick. I opened windows. I texted **** around 5 that I was leaving I could not stay in the unit, I wanted my money back. He said they could clean it again but I didn't want to proceed. He told me to leave keys in their office mail box which I did on Sunday March 9 noon. OnMarch 11, I received email* stating that I would not receive a refund but they would try to rent out unit and only then reimburse me.
  I went to their offices twice that week to speak to someone in charge since repeated emails, texts and phone calls to **** were not returned. When I entered their office, a female management member told me that I was trespassing and the police were to be called and yelled at me to leave. Again the next day, I went to their offices and male management member met me at the door and proceeded to verbally ****** me, telling me that I was ***** and I would be **** for my negative ****** review I placed (I have since removed). ** *** ***** *************. I asked for security deposit and he said I would get that. On March 17 I received $1000 cheque in mail and I deposted it that day. The next day I got email that cheque was returned and but they had reissued another one*. I again asked if unit had been rented out and as of the 20th it had not*.

  Business Response

  Date: 21/03/2025

  We have a signed hard copy of the rental agreement *** * *** **** *** ****** ****.  ********* is unfortunately having buyers remorse and *** ** ****** ****** ** ** *** ** claim she should be entitled to a refund.  We visited the property multiple times after she claimed there was a smell - the building is non-smoking, and there is no smoke smell in the suite.  We are actively trying to rent the property out and we told her when that happens she will get a refund for the overlapping term as a courtesy.  ********* harassed our staff by calling them 20 times a day, and finally visited our office and was arguing with us in person.  We had to call the police and report her as a trespasser - we have the police report number as well.  ********* refused to go with us to the suite to smell that there is no smoke, ***** ******* ******** **** *** ** *****.  **** ****** ****** ******** ** **** ** **** ** *** ******** ** ****** **** *** **** *********** **** ** **** ***** ******** ***** ** ** *******.  ** ********* ****** ******** *** *** * ********** ***** **** *** ****** *** ** *** ** *** ****** *** **** ** ******  *** ** ****** ***** ****** ** *** ** ********* ** ****** *** ***** **** *** ***** *******.

  Customer Answer

  Date: 22/03/2025

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

  COMPLAINT *************
  
  This is concerning rental at ** ********* **** *** for period March 8 to April 7, 2025.
  
  I have tried to resolve this matter with the company but that proved impossible ** **** ****** ******** *******. First I was told I would get a refund if they rented unit out. Then company changed approach *** ****** ** * **** to avoid giving me any refund. So I filed a complaint as recourse.
  
  SMOKE FILLED UNIT
  
  I am not having buyer’s remorse. I repeat, the unit had a very strong smoke smell that burned my eyes and throat and made me feel sick upon entering. I left with all my belongings after a few hours on March 8, 2025. ** *** ************
  
  At the showings, the salesperson had masked the smoke with strong cleaning products that were evident in the air. After I had to leave the unit on the 8th, I contacted the salesperson immediately about the ******* air quality, he offered to clean the unit again. He said though it was non smoking building, it could not be controlled. He offered another unit but I did not want to conduct any further business with the company. * **** **** * *** ****** **** ******* *** ******* **** ** * *** *** ***** ***** 
  
  The salesperson had agreed with my assessment, yet management then proceeded to refuse my refund. 
  
  COPY OF CONTRACT AND RENTAL AGREEMENT
  
  I was not given a copy of the contract nor rental agreement. I do not know why.
  
  I should be entitled to the safe enjoyment of my rental space **** **** *** ****** ** ******. They have not fulfilled their contractual obligation ** * ***** *** **** ** * **** **** *** ***********. A refund of my money is justified. 
  
  HARRASSMENT
  
  I tried to contact the company after receiving an email on March 11, 2025 stating that a refund would be issued after they found a new tenant. But later they changed their tactic, called me a **** and that no refund would be forthcoming. 
  
  They would not respond to any form of communication from me: email, text, phone. They say I called 20 times, they were aware of me trying to communicate with them but they refused to talk to me.
  
  So I went to their offices twice, in an attempt to resolve this matter in person.  These interactions occurred in their foyer in the presence of all employees by two management personnel who would not give their name or position. Both times I was verbally ********.
  
  First visit March 12: female management personnel told me to leave building but said an email had been sent to me stating I would get refund after unit was rented.  She said I was trespassing and had called the police, she refused to talk to me. 
  
  Second visit March 13: male management personnel started by verbally ********* me, calling me a **** *** **** * ***** ** **** ** * ***** ** ***.  I was not given the opportunity to say a word. He then expected me to accompany him to the unit. I was alone and I did not feel safe. 
  
  ** ****** *** *** ********** ************ ******* * *** *** ****** * **** ** *** ***** **** *****
  REVIST UNIT
  
  Since a week had transpired since my complaint, I refused to accompany an ******* management member and reenter the ** ********* building and unit. Whatever statements he has made about the quality of the air at that point, are questionable. These were not the circumstances I encountered the week prior nor did they take the opportunity to review the conditions at that time after my complaint. They were apparently aware the unit had ventilation problems.
  
  They have not been able to rent out the unit to date. And they now tell me that I am a **** and have manufactured facts. They have no intention of giving me a refund.
  
  NSF CHEQUE
  
  I requested my security deposit back on the 13th and received a cheque in mail for $1000 on March 17th. It was returned as NSF by their bank on March 19th. Based on this, and the conduct and tactics of the company, it became evident they were not a ********* company. I decided to file a complaint to protect my interests.
  
  I received a replacement cheque for $1000 on March 21 which I will not deposit until this is resolved. 
  
  REFUND
  
  I request a full refund for a service I did not receive. 
  
  
  
  Sincerely,
  
  
  
  ********* *******

  Business Response

  Date: 25/03/2025

  **** ******** *** ****** ********* - as mentioned before ********* is ***** and grasping at straws showing a cancelled agreement that was changed vs the one she actually signed after the fact.  She signed it on March 8th *** *** ******* *********** ** *** **** ****.

  Customer Answer

  Date: 25/03/2025

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

  The document provided *** ******** by the company, was never signed back by them and hence it expired. * ****** *** ***** **** ******* ****** ****** ********** ****** ********* ****** ******** ******** ***** ** ** **** ** **** ** **** ** ******* ****** ** **** ********

  I never received the signed document.

  Nor did I make any changes to the contract as they have claimed.
  
  The unit was ************* and salesman misrepresented it by masking it with cleaning products. I request a full refund. 
  
  
  
  Sincerely,
  
  
  
  ********* *******

• Initial Complaint

  Date:19/11/2024

  Type:Product 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 vacated their apartment on Sept. 27th and, after several attempts for the past 4 weeks, they will
  not refund my security deposit ****** *** ****** ***** ********  The most recent one is that they
  "are between accountants". It has been close to 8 weeks and there is no resolution in sight.

  Business Response

  Date: 22/11/2024

  Hi there - we have processed the refund as of yesterday so this has been addressed/completed.  Requesting customer to close the case - thank you.

• Initial Complaint

  Date:21/10/2024

  Type:Product 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.

  In February 2024, I rented an apartment at Toronto Luxury Suites for the period of October 25th 2024 to October 5th 2025. However, a situation out of my control forced me to cancel my stay on July 23th and officially on August 2nd.
  
  As of today, October 21st, a refund has still not happened and the communication with Toronto Luxury Suites has been extremely complicated ; I last heard from them on October 9th with no further updates. During this whole process, I have called on multiple occasions asking to communicate with someone able to solve this issue without being able to do so or being told that someone would call be back which never happened. I also sent many emails to many different people from different departments with either no answer, or an answer days to weeks later with still no clear updates.
  
  What I am now pursuing is to get a refund for the money that I paid in advance to offically get the suite rented in the first place. That amount is worth $24400.00, including a security deposit of $1000 and a rent of $23400 with $3900 for the first month's rent and the rest for 5 other months that were required to be paid in advance. In the contracts that I have signed, it is mentioned that if the cancellation was done greater than 14 days before the start of the term, the last month's rent would be kept for a future stay, while the security deposit and the first month's rent would be refundable. Nothing was mentioned about the other 5 months that I have also paid, which would make my refund worth $20500. However, I was told that they would also keep the amount of these 5 months for a future stay as well. When I explained that this wasn't written in the contracts and therefore wasn't acceptable, I was told that this was all they could do and later offered another solution. * **** ****** *** *** ********* ****** *** *** ******** **** ******* ** ****** ** *** ******** *** ******* ** ***** **** **** * **** ******* Thank you for your help, it's extremely appreciated.

  Business Response

  Date: 24/10/2024

  *** *** ******** ****** ********** in the case of cancellation, clause 35 states that last months rent will be used towards future stay, and first months rent and deposit will be refunded.  In this case because ****** repaid the last 5 months of the term for the benefit of a discounted rate, last 5 months were prepaid.  Now we are going to be out of pocket for vacancy costs and loss of revenue for the 1 year stay, so we said we will make an exception and she will be refunded rent based on us getting the property rented to someone else.  She would still be liable for vacancy costs, and although this would take a longer period of time to reconcile based on the 12 month booking, she would still get the benefit for an almost full refund.  This is fair, and its conversely unfair that she has opened up a dispute about this, and is now asking to have no penalty for a cancellation and we have no guarantee we will be able to recover the value of the 12 month contract from future bookings.

  Customer Answer

  Date: 24/10/2024

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

  I appreciate your quick answer, which is why I filled this complaint to make communication easier considering the large delays that I had through emails. As it is mentioned in the contract, one month's rent will be kept for a future stay, while one other and the security deposit would be refundable. I totally understand and agree with this statement. However, the other four months that were prepaid weren't mentioned as not entirely refundable if ever needed nor that they would be kept for a future stay as well. Considering this, I can't accept your offer of refunding my money based on people renting your suite for a full year. I have no proof that this process would take place fairly and as you mentioned, you are almost certain of not making the same amount of money for this period, which means that I would not get all my money back. I understand the impact that this situation has on your business, however as a client, this is not my responsability and the contracts should still be followed. As I mentioned, I totally agree that one month's rent will be kept, since it was written in the contract, but the rest of the money should be refundable since I cancelled way more than 14 days before the beginning of my stay and therefore, should not have any penalty. 

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

  Business Response

  Date: 29/10/2024

  The best we can do is offer you a monthly refund, keep the 1 months rent for a future stay, and offer you a monthly refund from there.  This has caused us significant loss of business for us and the whole purpose of accepting the prepayment was to secure the business, and now it is lost.

  Customer Answer

  Date: 30/10/2024

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

  Thank you for your answer, it's really appreciated. I understand the situation and I would have rather been able to come and enjoy your suite, however a situation out my control happened which is why I couldn't have thought about needing a refund in the first place. I understand your situation as well which is why I'm ready to compromise. The only problem I had with the solution that was first offered is the uncertainty of getting all my money back while waiting for months and hoping that people would rent the suite I chose. However, I would be ready to accept the amount of one month's rent once every month until the five months, exluding the one that is being kept for a future stay, are fully refunded. This would be done no matter what the renting of my suite is. For example, I would get $3900 every 20th of the next months until the amount has been refunded. That way, I would be sure of getting my money back on a planned schedule, but this would also allow you to have more time to deal with your finances and make a way smaller impact. Thank you for your consideration, 

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

  Business Response

  Date: 08/11/2024

  OK thats fine then, we will do our best to meet the payment plan suggested.  Thanks for your understanding.

  Customer Answer

  Date: 11/11/2024

  
  
  Complaint: ********

  Thank you for your answer, it's really appreciated. I'm glad we came to an agreement. To confirm this and make sure everything is clear for both sides, I would need a contract or a letter that would be signed by both parties mentioning a specific day of the next 5 months when the amount of $3900 will be refunded each time. That way, things will be easier to understand and more official. I would also need to know how the payments will be done *********** **** *** ******** ****** **** **** *** **** ** ****** ******. A check or bank transfer would maybe be easier for you, or any other option you might prefer. Thank you again for your understanding,

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