Property Management
Rancho Management Services (B.C.) LtdThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 4 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:08/01/2025
Type:Product IssuesStatus: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.
Date of the Transaction:October 25, 2024 (Move-In Fee)November 5, 2024 (Amenity Booking Deposit)The Amount of Money Paid to the Business:Move-In Fee: CAD 200 Amenity Booking Deposit: CAD 300 What the Business Committed to Provide:A refund of the CAD 200 Move-In Fee, as it was stated to be refundable upon completion of the move.A refund of the CAD 300 Amenity Booking Deposit after the post-event inspection was conducted for the use of second-floor amenities on November 16, 2024.Nature of the Dispute:Despite repeated assurances from the building concierge that the refunds would be processed, I have not received either refund. I have sent multiple follow-up emails (dated November 1st, November 23rd, and November 29th, 2024) and left messages with the concierge, but I have not received any response or timeline for resolution.Whether or Not the Business Has Tried to Resolve the Problem:The business has not provided any updates or attempted to address the issue. There has been no communication regarding the delay or any steps taken to resolve the matter. Multiple emails are sent, none replied. Even tried to contact him using the building concierge, still no luck. Desired Outcome:I request the immediate refund of the following amounts:CAD 200 for the Move-In Fee.CAD 300 for the Amenity Booking Deposit.Additionally, I request a formal explanation for the delay and clear guidelines for processing refunds in the future.Business Response
Date: 09/01/2025
Hello,
We will forward this to the Strata Agent for ****** and Como and get a response.
Thank you!
Customer Answer
Date: 10/01/2025
Complaint: 22781645
I am rejecting this response because my original issue remains unresolved. The Building Manager did contact me after I filed the complaint. He mentioned that there was another elevator booking immediately following mine, which resulted in a Strata By-law violation. Additionally, since the bylaw was incorrectly attributed to my name, both my deposits are currently being held. He assured me that he would investigate this matter. However, until he completes his investigation and refunds my deposits, I believe this case should remain open and be treated with the appropriate level of importance.
Sincerely,
Awshaf *********Business Response
Date: 14/01/2025
Hi,
We will forward to the Strata Agent for response.
Thank you!
Initial Complaint
Date:23/10/2024
Type:Product IssuesStatus: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.
At my previous apartment I rented a storage locker for a year in June 2024. I paid $420 for the rent to Rancho Management Services through the building concierge. The concierge had informed me that I would receive a refund if I move out before the rent term ends. At the time of moving out, in August 2024, I asked the concierge about the refund. They again mentioned that I will receive it but I have to contact the accounts receivable department of Rancho Management Services.I have been continuously exchanging emails with them for two months now. The accounts receivable clerk, the senior strata agent, and the building manager, have denied my request stating that there are no refunds.The strata bylaws do not mention that this was a non-refundable transaction. The rent amount, and the refund promise was given verbally by two different concierge who collected the rent amount, rented out the storage locker and gave me a generic receipt.I am owed the rent refund for the 9 remaining months which amounts to $315.Business Response
Date: 24/10/2024
Hello,
Please advise the name and address of your building. Also please provide the name of the Strata Agent and the Concierge.
Thank you!
Customer Answer
Date: 24/10/2024
Complaint: 22462530
Hello,
Here is the information you requested:
Please advise the name and address of your building. Also please provide the name of the Strata Agent and the Concierge.
The Building is Stratus, *************. Address is: *********************************************************
Strata Agents with whom I've communicated are: ******* ***, and ***** ***
Concierge were ******* and ***. Both concierge said I will get a refund and have to contact ****************************** of Rancho Management.
Sincerely,
**** *******Business Response
Date: 21/11/2024
This is to confirm that the Owner has been refunded accordingly.
Thank you!Customer Answer
Date: 21/11/2024
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,
**** *******Initial Complaint
Date:24/09/2024
Type:Billing IssuesStatus:UnansweredMore 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.
Date of the Transaction:July 4, 2023 (Fire inspection date)Amount of Money Involved:$50 fine for a bylaw infraction and $38.37 charged for locksmith fees.What the Business Committed to Provide:The property management was supposed to conduct an annual fire inspection on July 4th, 2023, and I complied by leaving my unit unlocked as instructed by the property management team.Nature of the Dispute:The dispute arises from a $50 fine for a bylaw infraction and a $38.37 locksmith fee, which I am being charged despite following the instructions given by the property management team. The inspection schedule posted indicated that my unit was to be inspected in the morning, but when the technicians arrived around noon, I was informed that the fire inspection would occur in the afternoon.Despite leaving my unit unlocked the entire day, a locksmith was called to "unlock" the door, which was unnecessary. The management claims that access was not provided in the morning, and they are holding me responsible for the locksmith fee and fine, even though the door was accessible as per their instructions.Whether the Business Has Tried to Resolve the Problem:The property management has refused to waive the fine and locksmith fee, despite my multiple objections. They have stated that their decision is final. I have explained my situation clearly, but they have not re-evaluated the case or offered any resolution.Additional Information:I have requested a formal hearing to further discuss the issue, but my request has been declined. I believe this situation stems from a misunderstanding or miscommunication on their part, and I should not be held liable for these charges.Customer Answer
Date: 15/10/2024
1. I don't have invoices since I have emailed them to pause the payment temporarily but I do have the letters I received from them indicating the amount of charges and have attached them to this email.
2. I do consent to reopen the complaint.
Thank you,
Yuntian *****Initial Complaint
Date:19/07/2024
Type:Billing IssuesStatus: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 am a property owner and my apartment is managed by Rancho. I have filed all the required contact forms and Form K to the strata with my information as I have tenants in my suite. In last December, the unit below mine reported a water leak issue. Without my acknowledge and consent, the building manager assigned contractors to be onsite to do the repair. I did not know the whole thing until I got a bill which is over $1000. I tried to communicate with the strata manager, she gave me a bunch of papers and asked me to settle it with my tenant. I looked at the papers and found one of the consent form, authorizing the strata to arrange repairs on behalf of the owner and the owner will have the full responsibility of all expenses. However, I had never been handed or been told about this issue, I never seen this form and it was not my signature at the "owner's signature" part. It was the signature of my tenant. So I have raised questions about this form. Firstly, I believe I should have been informed; the strata should have contacted me at the very beginning to ensure I was aware of the matter and I was the one who made decisions. Secondly, since the form specifies it requires the homeowner's signature, the strata should not and does not have the right to demand that my tenant signs in my place. Additionally, I consider any authorization form without my signature to be invalid, and I should not be held responsible for substantial bills.I have sent several emails to the strata company, trying to get in contact with them. However, they either refused to take any responsibilities and solve the problem or not reply my email at all. As it has been months, I do require a solution to this matter.Customer Answer
Date: 19/07/2024
My complete name is *******************Business Response
Date: 23/07/2024
Hi ******,
Please advise the address of the strata property you are from.
Thank you!
Customer Answer
Date: 24/07/2024
Complaint: 22012877
The address is ******************************************************************************************
Sincerely,
*******************Business Response
Date: 06/08/2024
Hello. This matter is between the owner and their tenant. We've responded to this owner previously already. In addition to that, we've scheduled for the owner to attend a hearing with the Council but this owner failed to attend. We've explained to the owner before that the Council is the one who makes the ultimate decision. We've rescheduled a new hearing for the Owner. Please note that this is a strata matter. Rancho is only the agent.Initial Complaint
Date:27/04/2023
Type:Billing IssuesStatus: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.
Context:I drove out the parking lot and the antenna of the car touched the mechanical gate. I filled a claim with **** about the incident and provided the claim number *********** to the Strata Agenda at Rancho Property Management Services that manages the Strata for Triomphe (**** ******* Avenue) where the incident happened.********************* the Strata Agent that works for Rancho Property Management Services wants me to pay personally the cost of the gate and service call from the same contractor (********************* Ltd).I refused and told them that this issue has to be resolved via the insurance company has it happened while driving. I contacted **** and 2 lawyers and they all told me that it has to go through the proper process with **** with my claim number. I contacted a couple time ********************* about my discussion with **** and she still sends me bills along with services call to pay personally regardless of my claim with ****.I find it really unprofessional that ********************* and or Rancho Management Services cannot process the cost of the repair regardless of my claim with ****.Business Response
Date: 10/05/2023
It would be the Owners decision on how they will be making the payment for the damage of common property. We were instructed by the ************** to send the parkade gate repair quote to the Owner for review and we have acknowledged that the Owner has made an **** claim. No charges or requests for payment were sent to the Owner yet.Customer Answer
Date: 11/05/2023
Complaint: ********
I am rejecting this response because:The statement from RanchoVan is not entirely correct.
The reason is that they added to my automatic ************** a charge back of $645.75 (*** Door invoice that was sent to me) which was scheduled to be processed the first week of May - this was done without telling me (proof attached). I did cancel my automatic payment, reason that the payment did not go through.
Rancho Van has to remove the Charge back from my account and manage the payment for the garage door with ****.
As a note, I did consult with **** and 2 Strata Lawyers to validate the proper process and they all told me that RanchoVan has to make a claim with ****.
Sincerely,
*************************Business Response
Date: 25/05/2023
The relationship is between the Strata and the Owner. The **** claim is between the Owner and ****. Any charges related to the Unit will be charged back to the unit's owner.
The Owner may provide the **** adjuster's information to the Strata Agent to assist the Owner with submitting the invoices to **** or the Owner may submit the invoices directly to **** when they receive the charge back.Customer Answer
Date: 26/05/2023
Complaint: ********
I am rejecting this response because:I have been in touch with **** about the accident and asked for clarification about the proper process which was mentioned to Rancho Management Services. ICBC does not allow me to provide an adjuster contact due to fairness/neutrality- I could know a friend working at **** who is an adjuster. I have provided the proper information to Rancho Management Services, however their answer is open and has no basis. Rancho Management Services has not even called **** - they have to initiate a call to **** with my claim then an adjuster will be assigned (Claim CF43359-6).
Sincerely,
*************************Business Response
Date: 09/06/2023
The Strata Agent has been in touch with **** adjuster. The issue should be resolved.Customer Answer
Date: 13/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. I have contacted **** and indeed the Strata is working now with an **** Adjuster. This resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:08/02/2023
Type:Service or Repair IssuesStatus: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 have been paying my strata fee of October, November and December 2022 in person to the concierge of the building where I own a unit. *** ******* *** *** ******** ** *** ********* ***** **** ***** *** ***. It proved to be inconvenient for me over time as the receptionists were not always at the counter and I had a long drive there. When I decided to opt for pre-authorized payments, I noticed to my very surprise that my account has not been updated and still shows I owe money for those months I have paid my fees. I contacted my strata agent, ******* *****, immediately and shared the concern. He only sent me the pre-authorized payment form back and asked to fill them out and send them back to him. I expressed my concern that because my account shows the wrong amount, they will go ahead and deduct the wrong amount if I give them the consent and asked when the account will be updated to reflect the right amount that I owe. The agent completely disappeared on me and after I sent two emails to their office administrator and asked for the agent's manager and also the contact info of the strata council, resurfaced again assuring me that the balance would be corrected soon. He also refused to share the council contact info which as an owner, I am legally entitled to have as well as the info for his manager, telling me all the inquiries would end up going to him anyways and he is the one who is relaying them to different people. His last email was dated back on January 31st. At the time of filing this complaint, my online account has not still been fixed and I am still not given a guarantee that given my consent, they will deduct the right amount from my bank account. I have been unable to find a way to pay my strata fee conveniently and the agent himself has been preventing me from contacting others. At this point, I have been unable to pay for the last two months and could be subject to penalties by strata council. I need to be in contact with someone other than him.Business Response
Date: 07/03/2023
I’m very sorry to hear about your frustration but you can see from this email chain that I have responded to each of your emails and concerns. I’m confirming that your strata fee payments to the concierge have been received by our office accounts receivable and they will update your account accordingly. Once this is done you will see your updated balance on your online account.
We will leave the decision up to you on how you wish to make payments to the strata corporation moving forward.Customer Answer
Date: 08/03/2023
Complaint: ********
I am rejecting this response because:The agent failed to give me the strata council members' contact info again. Once again, it is within my rights as the owner to have those information and it is therefore illegal for the agent to withhold that from me.
Sincerely,
***** ******Business Response
Date: 21/03/2023
The consumer can go ahead and email the Strata Agent.
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