ComplaintsforSchembri Property Management

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are writing to bring to your attention a concern that has arisen in our recent interactions with a management team (Schembri Property Management: https://************************ ************). We have received an invoice totaling 84.75 CAD for a brief 5-minute home visit, and despite our attempts to engage with the office of management team through email and verbal communication, our concerns have been overlooked. We firmly believe that the charge is unjust and should be reconsidered for the following reasons: When we noticed the red light on the washing machine, I promptly contacted the property management office to request assistance. During this initial communication, we were explicitly informed that there would be no charge for the service. In response to the red light issue, I sent an email to the office which included a photograph of the malfunctioning dryer. However, it is important to note that on the same day, she was able to resolve the issue herself and promptly informed the office of this resolution, well within 24 hours from the initial request. The technician visited our unit the next day, more than 24 hours after the initial request. In fact, the technician did not bring any tools to address the issue, and the interaction lasted only about 5 minutes. We received no prior communication informing us of technician's visit or that there might be charges associated with it. Throughout this process, there was a significant lack of transparency regarding any potential charges. At no point were we informed that we would incur a fee for the technician's visit. This lack of communication left us unaware of any possible costs. We made numerous attempts to reach out to the office, both through email and in person, to discuss the matter and request a waiver of the charge. Unfortunately, we did not receive a favorable response, which led us to seek further assistance.

  Business response

  17/10/2023

  In response to the claim below is a timeline of events.  ********** ********* *** **** ******** ** ****** *** ******* ** ******* 

  F401 – Timeline regarding Service Invoice **********

  September 13th, 2023:
  
  ******* (******) contacted us via ****** asking about the dryer and washing machine issue at around 10am, she was informed that the process was to start a Service Request through *******@**********.com.
  The tenant called the office around 5 minutes later and told a leasing agent that she needed somebody to check the washing machine.
  An email service request was received at 10:10am
  At 10:39 the request was addressed, and a notice of entry was sent to the tenants, including the following disclaimer:
  “Please note that reported issues will be assessed during our repair. If the issue was deemed due to misuse/neglect or missing item/part, you will be charged for the repair/replacement. This will include a $150 incidental fee. 
  
  If this is for a removal of clogged toilet/drain, you are subject to $150.00 fee. If a plumber is needed to further resolve the issue, the plumber fees will be charged back to the tenant.”
  
  There was no response to the NOE from the tenant.
  At around 11:37am the tenant messaged in the ****** group chat saying that the red light in the dryer is not flashing anymore but she still needed maintenance to check it.
  
  September 14th:
  The service visit took place at around 1:30pm.  The technician found no problem with the appliance and found that the reason if the issue was that the tenants were not using the appliances properly (washer and dryer). It was necessary to instruct the tenants on how to properly operate the appliances, to avoid any risks to the safety of the tenants or any damage to the appliances due to misuse.
  An invoice in the amount of $84.75 was issued to the tenants for the service rendered. The invoice was delivered to the tenant via email.
  The tenants replied to express that they thought the invoice was not applicable because (in their opinion), they didn’t really require the service after all; however, the service request was never cancelled, even though the tenant mentioned that it was cancelled through ******.
  
  What was said over ****** was the opposite: “the problem it seems to be solved, I cleaned the dryer and the light is not flushing anymore but I still need maintenance to come and check”
  They also mentioned the following: “I sent the email including the pic of the dryer, which means the technician guy should know that there was no need to visit us and then repair/fix the dryer. “
  There are additional arguments on which the tenants base their request that the invoice be cancelled, such as: “the technician didn’t have tools, the visit was too short for the charge, they were not told that the service would be chargeable”.
  Our NOE email included the disclaimer that service can be chargeable.
  September 15th:
  A response was sent to confirm that the invoice will not be cancelled and to respond to the many issues they listed in the previous email.
  Both tenants came into the leasing office to repeat their arguments and to demand a discount or full credit on the invoice. When their request was denied, they asked the APM if Schembri would like them to become problematic tenants.
  September 18th:
  A new email was received from the tenants to reiterate the same arguments and demand that the invoice be credited.
  September 19th and September 20th:
  Similar emails were received from the tenant.
  September 21st:
  A reply was sent to the tenants listing the facts and confirming that the invoice would not be credited, offering to create a payment plan and also mentioning that there would be no more back and forth repeating the same arguments because all their arguments had been addressed multiple times.
  September 26th:
  A new email was received where the tenant reiterated their position and indicated that they would reach out to authorities, media outlets and multiple organizations.

• Initial Complaint

  01/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a property owner for 2 units of which I used services from Schembri Property Management to manage the property for me. There has been countless times where cheques have been mailed to the wrong address, nonexistent addresses and/or not being mailed out at all. There’s been multiple instances where they will hold the cheques ******* and when I reach out to them via email or phone, there will be no response. I previously filed a complaint to which Schembri Property Management responded on September 28: “Without knowing the exact unit they are referring to or the owners names to look up the units I cannot comment on there units specifically. However, We just completed September 2022 bank reconciliations' and have no outstanding cheques not cleared therefore the owner has received and cashed all cheques.” That response is a lie as I am still waiting for my cheques. ***** *******, the office manager at Schembri, finally responded to my countless emails on October 12 stating “The August rent cheque should have been received by now. It looks as if you have not cashed the July rent cheque either. Have you received that one?” To which I responded that I have not received either. After no response to that email, I sent a follow up on October 26 asking where the cheques were and she said that a stop payment was made and new cheques were being signed. I still didn’t receive the cheques so on November 21, I sent yet another email asking where they were. **** then responded the next day that “The cheque was mailed however [she is] not sure on the date since [she] was away.” I replied the same day asking if it was possible to find out and got no response. I sent 2 additional follow up emails on November 25th and 30th to which I have gotten no response. I left a message on *****’s voicemail on November 29 but have yet to receive a callback.

  Business response

  05/12/2022

  We have reached out to the complainant and are verifying his mailing address prior to sending out another set of replacement cheques.  Once he confirms the mailing address we will resend the replacement cheques via *********.  

   

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