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:31/07/2023

  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 am the owner of ************************************************************************************************************* the spring of 2021, there was a major flood in the unit that arose from leaking common elements plumbing in the bathroom celiing. This resulted in extensive damange to other ceilings in the unit, the walls, and the flooring. The Property Management Company, Larlyn Property Management **** was notified of the leak by the tenant at the time that the leak occurred. Larlyn brought a plumber to fix the faulty piping, but most of the damage has not been fixed. Larlyn blames the tenant for making changes to the flooring and damaging the baseboard, with no proof whatsoever. The have failed to provide timely updates regarding the repairs they have done or planned to do. I have had to send multiple emails to Larlyn Property Management **** to get updates. They would repeatedly say that everything has been repaired, yet not once did anyone from Larlyn make arrangeements to assess the damage and the need for repairs. I have been paying condo fees for the past year and during this time, I have not been able to rent the unit out because of the negligence of Larlyn Property Management. I went through my ***************** who assessed the siituation and stated the Larlyn Property Management is at fault. i have also considered legal action but want to avoid this because of the time and costs involved. I am requesting that Larlyn provide a full refund for condo fees incurred from August 2022 to the present, anf for them to repaiir all damange in the unit. They should stop blaming the previous tenant for the damange, because they have no evidence that this occurred. The water leak necessitated removal of the damaged flooring although Larlyn Property Management *** failed to replace the flooring. In light of this, the tenant needed a temporary flooring solution, so they decided to place laminate flooring while waiting more than a year for Larlyn to do their job (which they failed to do).

  Business Response

  Date: 10/08/2023

  U*** had a a leak during the Mothers day weekend that affected units *** and ***. ****** was called to do the emergency work in unit ***. As per the report from May 14, 2021, ****** placed two dehumidifiers in the unit; and performed a complete inspection. They tore apart a portion of the bathroom and hallway ceilings.
  
  Besides a detailed report, ****** provided pictures of the damage. As they removed portions of the ceiling, H32***432***935393336H had the ceilings of the hallway and bathroom repaired on behalf of the corporation.
  Access to the unit was not easy because the tenant did not allow contractors in the unit.
  
  This is the summary of the Loss according to ******:
  
  1. The cause of loss was a plumbing leak that occurred in Unit #***
  2. Brief description of loss - Water ran down from Unit #*** causing damage to units # *** and ***.
  3. ********* Services Performed by Winmar Included
  - Set up and take down of drying equipment.
  - Thermal imaging to determine the affected areas
  - Sampling of Drywall ceiling and texture to confirm whether it was ACM. It was not.
  - Tear out of damaged ceilings in Unit # *** ( bathroom and section of hallway )
  - Clean up and dispose of damaged building materials.
  
  The damage photographed by the owner is on the bathroom walls and the flooring. The leak did not affect these areas. The tenant at the time contacted the corporation staff in different occasions to discuss the renovations he was doing to the unit.
  There has been constant communication with the owner regarding this unit. The emails have been responded on a timely manner. He confirms this when he says that we have repeatedly  told him that we completed the repairs required.
  The current H31313838333135***232H manager tried to arrange for a walkthrough in the unit but the owner was not available during business hours.

  H32***432***935393336H, on behalf of the Condominium, has done everything required as per the Condominium Act and the Corporations Declaration and Bylaws. We consider the matter closed.
  

  Customer Answer

  Date: 14/08/2023

  The ********** provided none of this information to me as the owner. This is the first time that I heard of the origin of the leak, and which company (******) was involved in doing the Emergency work. The ********** has consistently failed to communicate with its owners, including myself, about property damage caused by common elements plumbing, and has not been transparent. The ********** never provided any correspondence to me, as the owner, during this entire process when ****** was involved. Even the property managers were not aware of what was done when I approached them about details of the damage.

  The ********** rep claims that ****** provided pictures of the damage, but they have not shared this infomration with me. I would like to see these photographs. Water leaks have caused damage to the other two units I own in the *************. Instead of making repairs to bring the unit back to its pre-leak condition. In my opinion, the ********** has taken shortcuts to get repairs done without brining the unit back to its original condition.

  The ********** claims that access to the unit was not easy because the tenant did not allow contracts into the unit. This is absolutely untrue. The tenant had mental health issues and partial blindness. Nobody from the ********** contacted me (as they are supposed to) during this entire time.

  They provide a summary of the steps that were involved in making the repairs. They claim that the damaged walls in the bathroom and flooring were not affected. Do they have any proof of this? Similar damage has affected other units that I own (namely 107-1586 **************** and 109-1588 ****************) although the damage in those units was less severe (but water leaks have recurred). Even the repairs done in 107-1586 **************** did not result in repairs to the floor that brought the unit back to its original condition. I have records of my communication with the ********** for these two units and can share this information with you, if needed. I note the same level of negligence in attending to matters in a professional and reliable manner.

  There has been NOT been constant communication with the owner regarding this unit. I provided detailed records of communication with the ********** AFTER I was made aware of the damage, but the ********** never communicated any of this information until I found out about this damage.
  

  The current property manager and myself tried to mutually arrange a walkthrough in the unit. It's not true that I was not available during business hours (that only applied to specific periods of time). I offered my availability during the week of July 23, 2023 to view the unit with the Property Manger.

  Larlyn has NOT done everything required as per the Condominium Act and the Corporations Declaration and Bylaws. I consider the matter to still be open to review. Because of the constant water damage that has plagued the condo complex, the ********** has a plan to replace all of the plumbing for all buildings in the complex. These plans were apparently approved pre-COVID but have not be actualized. Plumbing-related damage has been a constant frustration of owners. None of the other **********s I work with have been this negligent in assessing damage, communicating with owners, and making the needed repairs. 

   
  

  Customer Answer

  Date: 14/08/2023

  PLEASE USE THIS VERSION OF MY RESPONSE TO THE LAST MESSAGE. THERE WERE TYPOGRAPHICAL ERRORS IN THE LAST MESSAGE SINCE I WAS IN A RUSH TO GO TO WORK THIS MORNING.

  The ********** provided none of this information to me as the owner. This is the first time that I heard of the origin of the leak. I was not aware that ****** was involved in doing the Emergency work, and when this work was done. According to the former tenants, the only repairs that were done prior to May 2022 involved plumbing work.

  The ********** has consistently failed to communicate with its owners, including myself, about property damage caused by common elements plumbing, and has not been transparent during the process. The ********** NEVER provided any correspondence to me, as the owner, during this entire process when ****** was involved. Even the property managers were not aware of what was done when I make an email inquiry in May 2022 about details of the damage.
  

  The ********** rep claims that ****** provided pictures of the damage, but they have not shared this infomration with me. I would like to see these photographs. Water leaks have caused damage to the other two units I own in the *************. Instead of making repairs to bring the unit back to its pre-leak condition, I am of the opinion that the ********** has taken shortcuts to get repairs done without brining the unit back to its original condition.

  The ********** claims that access to the unit was not easy because the tenant did not allow contracts into the unit. This is absolutely untrue. The former tenant has mental health issues and partial blindness. Nobody from the ********** contacted me (as they are supposed to) during this entire time.

  
  The ********** rep provided a summary of the steps that were involved in making the repairs. They claim that the damaged walls in the bathroom and flooring were not affected. Do they have any proof of this? Similar damage has affected other units that I own (namely 107-1586 **************** and 109-1588 ****************) although the damage in those units was less severe (but water leaks have recurred). Even the repairs done in 107-1586 **************** did not bring the flooring back to its original condition. I have records of my communication with the ********** for these two units and can share this information with you, if needed. I note the same level of negligence in attending to matters in a professional and reliable manner.
  

  Contrary to what the Larlyn rep stated, there has been NOT been constant communication with me, as owner, regarding this unit. With my BBB submission, I provided detailed records of email communication I had with the ********** AFTER I was made aware of the damage, but the ********** never communicated any of this information to me until I found out about this damage.
  
  The current property manager and myself tried to mutually arrange a walkthrough in the unit. It's not true that I was not available during business hours (that only applied to specific periods of time). I offered my availability during the week of July 23, 2023 to view the unit with the Property Manger.

  Larlyn has NOT done everything required as per the Condominium Act and the Corporations Declaration and Bylaws. I consider the matter to still be open to review. Because of the constant water damage that has plagued the condo complex, the ********** has a plan to replace all of the plumbing for all buildings in the complex. These plans were apparently approved pre-COVID but have not be actualized. Plumbing-related damage has been a constant frustration of owners. None of the other **********s I work with have been this negligent in assessing damage, communicating with owners, and making the needed repairs. 

  Customer Answer

  Date: 14/08/2023

  I am requesting a refund for Condo fees paid from August 2022 to July 2023. The unit has not been rentable given the extend of the damage. You will also note that the smoke detectors were not reinstalled after the damage.

  Customer Answer

  Date: 15/08/2023

   
  Complaint: 20389692
  
  I am rejecting this response because:

  The ********** provided none of this information to me as the owner. This is the first time that I heard of the origin of the leak, and which company (******) was involved in doing the Emergency work. The ********** has consistently failed to communicate with its owners, including myself, about property damage caused by common elements plumbing, and has not been transparent. The ********** never provided any correspondence to me, as the owner, during this entire process when ****** was involved. Even the property managers were not aware of what was done when I approached them about details of the damage.

  
  The ********** rep claims that ****** provided pictures of the damage, but they have not shared this infomration with me. I would like to see these photographs. Water leaks have caused damage to the other two units I own in the *************. Instead of making repairs to bring the unit back to its pre-leak condition. In my opinion, the ********** has taken shortcuts to get repairs done without brining the unit back to its original condition.
  
  The ********** claims that access to the unit was not easy because the tenant did not allow contracts into the unit. This is absolutely untrue. The tenant had mental health issues and partial blindness. Nobody from the ********** contacted me (as they are supposed to) during this entire time.
  
  They provide a summary of the steps that were involved in making the repairs. They claim that the damaged walls in the bathroom and flooring were not affected. Do they have any proof of this? Similar damage has affected other units that I own (namely 107-1586 **************** and 109-1588 ****************) although the damage in those units was less severe (but water leaks have recurred). Even the repairs done in 107-1586 **************** did not result in repairs to the floor that brought the unit back to its original condition. I have records of my communication with the ********** for these two units and can share this information with you, if needed. I note the same level of negligence in attending to matters in a professional and reliable manner.
  
  There has been NOT been constant communication with the owner regarding this unit. I provided detailed records of communication with the ********** AFTER I was made aware of the damage, but the ********** never communicated any of this information until I found out about this damage.
  
  The current property manager and myself tried to mutually arrange a walkthrough in the unit. It's not true that I was not available during business hours (that only applied to specific periods of time). I offered my availability during the week of July 23, 2023 to view the unit with the Property Manger.
  
  Larlyn has NOT done everything required as per the Condominium Act and the Corporations Declaration and Bylaws. I consider the matter to still be open to review. Because of the constant water damage that has plagued the condo complex, the ********** has a plan to replace all of the plumbing for all buildings in the complex. These plans were apparently approved pre-COVID but have not be actualized. Plumbing-related damage has been a constant frustration of owners. None of the other **********s I work with have been this negligent in assessing damage, communicating with owners, and making the needed repairs. 
  
   
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 15/08/2023

   At this point all we can do is present your case to the Board of the Condo and ask them if they wish tpo do more. The property manager reports to the Board and carries out their requests.

  There will be no fee reimbursement as everyone is obliged to pay monthly condo fees as owners sharing in all the operating expenses of the corporation.

  Living in a condo is like living in a small town and the Condo fees are like property taxes. Everyone is obliged to pay them. As for the repair, the decision makers depend on the advice of experts and in this case ******* gave advice through their reports.

  My guess is, this will not be resolved through the BBB but we will take your issue to the Board for their input.

  Customer Answer

  Date: 08/10/2023

  I have to respectfully disagree with the Better Business Bureau's assessment that the business made a good faith effort to answer the complaint". The BBB has not used the detailed info I provided to inform their decision. I am now stuck having to pay almost $50K to renovate the entire unit due to this plubming damage (all of my other units in the same complex have had water damange from common elements plumbing over the years). My real job as a healthcare provider exemplifies what it means to be accountable to people and society, but that is not how Larlyn operates this condo complex. I have lost trust in the BBB complaint process.

• Initial Complaint

  Date:12/04/2023

  Type:Customer Service 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.

  Larlyn Property Management sent a notice advising ***** Canada was going to be providing cockroach bait treatment in our condos and that Failure to provide access to the unit or to prepare the unit for treatment will result in an Administrative Fee – first offense $500. I have lived in my condo for 3 years and roaches and mice have been a constant problem. Most treatment have consisted of boxes left where roaches just get trapped, I find this type of treatment completely disgusting. I sent emails (attached) asking for help and never got a response. I started a new treatment plan at my own expense, and I have not seen roaches since. When they came for treatment, I left a note on my counter requesting not to remove my treatment and not to leave those boxes and that I was taking care of treatment meaning other than those boxes, I never said don't put treatment. I got a fine for $500 for "refusing entry to my condo". This is not true; my note was on my counter and the people who entered my condo took the note and maliciously took a pic on my door. There was no failure to provide access because I never said that, and they entered my unit. I comply with removing everything they said I had to, so I comply with that as well. I feel that fine is unjustifiable and unfair. My treatment has worked and there are no roaches in my unit thanks to MY treatment. They want to come to my unit and add treatment, that' is fine.

  Customer Answer

  Date: 28/04/2023

  Hello, 

  
  

  I have heard from the company and they said they will waive the $500 dollars, up until now I have not received anything in writing, but for the time being I will give them the benefit of the doubt. I'm not too sure if you will be able to send them a letter advising what they have said to me so they can confirm to you. 

  
  

  Kind regards, *******

• Initial Complaint

  Date:04/05/2022

  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.

  We gave notice to Larlyn Property Managemet as per our agreement and they continue to withdraw money from our account. Larry the owner of Larlyn is also the owner of the house is not paying it back and has caused financial hardship due to their lack of professionalism and practices. There is no sense of urgency to pay us back and is causing much stress.

  Business Response

  Date: 05/05/2022

  Business Response /* (1000, 5, 2022/05/04) */ Unfortunately, this case will never be resolved to Chris' satisfaction but out of courtesy to those reading the complaint we will respond. First, Chris has a habit of misrepresenting the facts. For instance, if he checked the title for the property he would find that it isn't owned by Larry personally. It is managed by Larlyn Property management Ltd. The main point of the current concern relates to a clerical error where the LMR wasn't applied and the May rent was taken from Chris' account in error. When advised we immediately contacted the bank to reverse the entry and refund the money. This was not satisfactory for Chris, he wanted it immediately. We offered to call his bank and advise them of what was happening but Chris refused the offer. Because Chris indicated he was at his lawyers office and needed the money immediately, we offered to talk to the lawyer and make arrangements to get the matter handled. Chris again refused and wouldn't even tell us who the lawyer was. We have now contacted the bank to see if we can stop the transfer back to Chris and deliver a personal cheque to him. To that offer he called Larry and awful person and didn't acknowledge the effort. Chris by the way, called our office seven times between 6am and 9am when we open regarding the matter which seems somewhat interesting at best. We are still awaiting the bank to confirm where the transaction is and will still carry out our offers even though they won't be satisfactory to Chris. We additionally have offered and will reimburse Chris for any bank charges relating to the error. We have tried everything to make things right to no avail and as stated at the beginning of this response, we don't expect Chris to be pleased with anything we do. We will however, still extend our best wishes for Chris and his very lovely wife much happiness in their new venture. Our relationship with Chris has been rocky from the beginning, unfortunately. Consumer Response /* (3000, 7, 2022/05/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Misrepresented facts. I'm happy now that he has finally made an effort to resolve. The above complaint was made before any effort was made to resolve. He responded after he made an effort. Which is fine. I just want my money returned. Larry is upset because I have forced him to take responsibility.