Complaints

• Initial Complaint

  22/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Not too long ago last month I filed a complaint the response was no violation today I have two pieces of evidence of illegal activities tribe management

  Customer response

  22/10/2024

  After all this time, despite my attempts to contact them, they did not care. There is no house yet because of the falsely added debts. The owner says it was a mistake. If it was so on one side or they did it by mistake, I would have tried to fix the mistake as soon as possible. This is what they did not do.

  Customer response

  23/10/2024

  ****** Merzah 

  no fixed address 

  my melting address 

  ************************************************************

  v5H0K2

  Customer response

  24/10/2024

  The subject of the complaint is intentional damages. Despite the company knowing that there was no debt and no violation, they added a debt under my name with the aim of causing harm and preventing me from finding housing. This is what happened. I am now without housing and because of this debt I have not been able to find housing. If their response is that there is no intentional damage and there is no damage to my credit. Since they are a rental company, I request that they provide housing with the same area and the same rent that I was paying, the debt still exists and the damage still exists.

  Customer response

  24/10/2024

  The complaint submitted to your office is not intended to compensate for damages. Its purpose is to prove damages or to prove violations.

  

  Business response

  29/10/2024

  On September 9th, we received an email from ********* stating that the account in question had been closed on their end. They further mentioned that a notice regarding this closure would be forwarded to the credit bureaus on September 10th. According to MetCredit, ********** would update their records on the same day, while Equifax was expected to update their records within two days.

  Tribe contacted MetCredit today, Oct 29th to inform them of your recent complaint and they have confirmed that the report was in fact removed. 

  If you have any further questions or concerns, please let us know.

  Tribe Management

  Customer response

  29/10/2024

  
  Complaint: 22456836
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  For damages that have been removed, see the date of this paper.

  

  Business response

  01/11/2024

  We are aware of the claim you filed with the Residential Tenancy Branch (***) against Tribe Management, alleging the falsification of documentation. After examining your information and evidence, the *** ruled in favour of Tribe Management. We have no further comments regarding that matter.
  Since the credit reporting issue has been resolved, we kindly request BBB to close this file.

  Customer response

  01/11/2024

   
  Complaint: 22456836
  Dear Mohamed 
  I am reaching out regarding the decision on my case. If the law, justice, and right deem the damages caused by the company acceptable, and if these actions are permitted, then I am willing to accept the decision and close the file. However, if these actions are found to be in violation of the law and justice, I must respectfully reject the decision.
  The ultimate judgment lies in your hands, and I trust in your ability to discern the truth in this matter.
  Thank you for your consideration.
  Best regards,
  ****** ******

  Customer response

  05/11/2024

  Proof of damage by the company You can view the documents listed and confirm from them, the damage caused by the company has not been removed ((**** ******* Property Manager))

  ****** ******

  
  

  

  Business response

  06/11/2024

  Hello,

  I have attached confirmation of an email sent to Tribe from MetCredit stating that this issue is resolved.  ***************** have any questions or issues regarding his credit report, he will need to reach out to MetCredit directly. 

  Tribe has already taken steps to resolve this issue, and anything further is out of our control.

   

  Customer response

  06/11/2024

   
  Complaint: 22456836
  
  I am rejecting this response because:
  I have a question, did I change the papers and put information after signing these papers? Also, did I call the company and put up a fabricated debt? Why should I call the one who caused the damage? He must solve this problem in any case. My decision is one, I respectfully refuse to dissolve the company.
  Sincerely,
  
  ****** ******

  Customer response

  09/12/2024

   
  Complaint: 22456836
  
  I am rejecting this response because:
  

  Dear ******** ********* , 
   I am writing to request the reopening of my case regarding a reported debt on my credit bureau file. 
  While Tribe Management has indicated that the debt was removed,
   
  But the matter is different, religion still exists.
  it continues to be reported and remains on my credit report. 
  
   Thank you for your time and consideration. Sincerely,
  ****** ******

  

  Business response

  09/12/2024

  Per our email conversation on 11/6/2024:

  I have attached confirmation of an email sent to Tribe from MetCredit stating that this issue is resolved.  ***************** have any questions or issues regarding his credit report, he will need to reach out to MetCredit directly. 

  Tribe has already taken steps to resolve this issue, and anything further is out of our control.

   

   

  Customer response

  09/12/2024

   
  Complaint: 22456836
  
  In previous messages, I stated that the error was corrected and later. However, based on the credit reports, no corrective action was taken, and the damage remained unchanged.
  To clarify this matter, I am formally requesting official and accurate evidence, including documentation, to verify that this issue has been resolved. By both companies. If such evidence is not provided, I will be forced to escalate this matter, including considering legal action if necessary.
  I request that the required evidence be provided and a clear resolution be made within [specify a specific time frame, 3 business days,
  Sincerely,

  ****** ******

• Initial Complaint

  12/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Complaint Details Regarding Tribe Management On April 23, 2024, I contacted Tribe Management to dispute a special levy charge. Despite my prompt action, it took more than a month and a half for community manager ***** to respond. Her June 3, 2024, response confirmed that I should pay $288.90.However, shortly after, I received a 21-Day Demand Notice stating an increased amount of $393.90, including a $100.00 plus GST demand letter fee. This sudden increase is unreasonable and illegal. The delay in communication and imposition of additional penalties without providing adequate time for payment are unacceptable. *****'s failure to ensure timely resolution has caused undue stress and financial strain.The tenant in question has been the first and only tenant since we signed the lease in February 2022. In February 2023, we simply submitted an updated Form K because the tenant's boyfriend moved out. I have always been willing to pay the special levies, but ********************* handling of this matter is unacceptable.If a property manager cannot respond within three business days, they are not suited for their position. In this modern age, having access to a mobile phone should ensure prompt communication, yet my messages have gone unanswered.I request that the demand letter fee be withdrawn and that I be allowed to pay the originally agreed amount of $288.90. Tribe Management has yet to resolve this issue satisfactorily.I seek the assistance of the BBB to address this complaint and ensure that Tribe Management handles such matters more professionally and fairly in the future.

  

  Business response

  19/06/2024

  Hello *****, 
  We have reviewed this complaint with the Regional Director and Community Manager and would like to advise that the demand letter fee will be reversed from your Strata account. While the outstanding charge was over 12 months old, you had requested further information. Our Accounts Receivable team did respond promptly to your initial e-mail (in lieu of the Community Manager), however we acknowledge there was an additional request made to reverse the move fee, to which a response was delayed. We thank you for your patience while this matter was investigated further and encourage you to reach out to your Community Manager or Regional Director with any further questions or concerns.
  Thank you
  -Tribe Management team
  
  

  Customer response

  20/06/2024

   
  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

  28/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Tribe Management, through their Property Manager, Felicia *******, and through their lawyer, **** ********, have unreasonably demanded that I "immediately" contact my surgical team to "reschedule" a surgery that has already previously been scheduled, as well as want me to be recovered by June 30th. I cannot control Operating Room scheduling, nor my recovery period. Once my surgery is complete, they will be made aware. Until then, I want no further communication from them on this issue.

  Customer response

  28/05/2024

  I am a Tenant who rents from Tribe. I do not know why they are requesting that I "immediately" reschedule my surgery, as they are aware it has already been scheduled. I cannot simply move up or change a surgery date because they demand I do so, as they should be taking it up with the ********** ****** ********* if they have an issue with the length of time it takes someone to get surgery.

  

  Business response

  29/05/2024

  Hello,

  This matter stems from an ongoing dispute that has been actively addressed over the past six months. We believe the comments in the complaint do not accurately reflect the efforts and actions taken by our team to resolve the situation.
  

  To the complainant, please be assured that we are continuing to address this matter through the appropriate channels. We understand the importance of your concerns and are committed to a resolution.
  

  We kindly request that this complaint be closed as it is already being handled.
  

  Thank you for your understanding.
  

  Best regards,
  The Tribe Team

  Customer response

  29/05/2024

  Better Business Bureau & Tribe:
  
  I have reviewed the response made by the business in reference to complaint ID ******** along with their confirmation that they remain committed to resolving this issue for me.

  As my physician provided me with a letter that I sent to Tribe today, May 29 (attached), and given Tribe's response to BBB, I now trust that Tribe will continue to follow my physician's directives, and appreciate that they are assisting in reducing the noise level for me by moving the tenant in *** to another unit while I await, undergo, and recover from surgery.

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

• Initial Complaint

  17/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am the homeowner of ********* ***** managed by Tribe Management Inc. On Jan 11, 2024, my water pipes on garage level bursted in the mor****. I called all contacts community company provided including the emergency line trying to ask for help at 9am. I didn't get anyone on the line. ** ******** who is the Community Manager called me for details and asked me to send the pics of leaking. I sent the pics and she didn't give me any follow up. I tried to follow up with emails and called her several times, she finally answered that she will send me a worker ASAP. This is an emergency issue so I called her several time for updates, no one answered. Finally at arond 2 pm, a worker came to investiagte. I found that a roofer was sent to me. This roofer did inspection saying this is not a roofing problem, I need a plumber. Me and my partner kept calling and sending emails with the Community Manager asking if I should find a plumber myself and the cost. NO ONE replied to me. They disppeared. I eventually find a plumber myself. From Jan 11 to Jan 16(today), I didnt get phone call back from Community Manager nor email regrading my water leaking except an email saying I need to pay for the cost of the roofer. I didnt ask for the roofer, I wanted a plumber. They didnt tell me they send me a roofer, now I have to pay for it? This is extremely unperfessional. They ignored my calls and emails for my question in such a emergency situcation. What else can I expect them to do? I paid for them incompetent. This is intolerable.
  

  

  Business response

  19/01/2024

  Hello ****, 
  
  Thank you for contacting us regarding your experience. Water ingress to your home can be very distressing and we can understand your concern. This matter is being reviewed with the Community Manager to ascertain a complete picture of the situation. Michele **********, Director, Management Services (Strata) will be in direct contact with you shortly to continue this discussion and advise next steps. 
  Thank you, 
  -Tribe team
  
  

• Initial Complaint

  28/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am an owner at strata property *******, strata manager Tribe Management Inc. I have requested the financial information for ******* and Tribe Management Inc. is not making available at my request.

  

  Business response

  03/10/2023

  Hello, 
  We understand the client is seeking financial information pertaining to their Strata Corporation. To assist with this request, the client must provide a list of specific documents. Once this has been received, our office will be able to provide any documents required as per the ****** ******** ***. Any documents requested that are not covered by the ***, will require approval from the Strata Council prior to being shared.
   
  The client did make a request to our office to view certain documents and was advised they may attend our office to do so. The client declined. 
   
  While some documents can be sent electronically or printed (subject to a fee), there are documents that can only be viewed at our office. 
   
  It is important to note that widespread, generic requests like "all financial information for ******* cannot be accommodated.

  Thank you, 

  -Tribe team

  
  

  Customer response

  03/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: on Sept. 22, 2023, Tribe Management told me that all the financial documentation was available under the building portal on Tribe Home and all owners had access to them which is not true, there is no financial information on the portal.  Other documents that are not on Tribe home where owners are privy to inspect under the Act and Regulations are to be reviewed under supervision with a cost associated.  I am unaware of any contracts, financial documents, depreciation reports, engineer reports, where an owner would need supervised to view them. I responded to the email with a list of documents that I wanted sent to me digitally.  Sept. 25, 2023 - Tribe Management replied and told me they were compiling the list of documents I had requested and would have them ready in 2 business days.  However, I would need to make an appointment to inspect the documents and charges will apply.  I replied to Tribe the same day and again declined the offer to review under supervision, as they promote on their website, that they are a fully digital company and promote visibility, in addition to this, it is my right as an owner to have copies of the documents,not view them under supervision.  Tibe Management did not respond to my email.  I contacted the ** ********** helpline, where they suggested that I need to speak with Strata council and ask if they have access to the financial documents, as council should provide me with the documentation.  I emailed a council member, and his response was he only had access to the same information that I do.  I found that to be very concerning information,as not only is Tribe Management ********* in sharing the information with me as an owner, but they are also ********* in sharing financial information with Strata council.  September 27 I emailed Tribe Management and requested all of the records set out in ******** * ******* ** *** **, given that Strata council has no information and Tribe Management is suggesting another fee increase, I would like to see all financial information possible. My strata fees have doubled since I have moved in and my complex has zero amenities, not even a common room. Tribe Management then directed me to a 3rd party website to obtain electronic copies of the strata documents. September 28 When I went to the website to order the electronic copies, I could not order them without purchasing a land title search, and I contacted the help desk, where I was told this is a stipulation of Tribe Management only. Tribe Management told me that some documents require a land title search in order to obtain them.  This is not true for financial documents, contracts, etc. Tribe Management has given me several different answers and has proved to be very difficult when asked to provide information that I pay them to manage.  In addition to their claim above,that my request needs to be approved by Strata council I also reject that,that is 100% ***** information.
  
  Sincerely,
  
  *****************************

  

  Business response

  11/10/2023

  Hello, 
  We would like to acknowledge that there were multiple instructions provided to this client previously not all of which were correct. This has resulted in delays and confusion regarding what is required to address this matter for which we apologize. We have reviewed this with the Community team and believe part of the issue can be attributed to a prolonged back and forth.
  
  To avoid any further confusion, we respectfully request that the Complainant submits a detailed list of the documents they are requesting from the Strata Corporation c/o Tribe. The applicable time period for each item must also be included in the request. As an example, a request for all Insurance would be too general and should include the type of document and the years the requestor is looking for. An example which includes all necessary information could be all insurance certificates for the 2022 and 2023 fiscal years.
  
  Having one clear request detailing the items will ensure that both Tribe and the Strata Council can respond accurately and efficiently.
  Thank you,
  -Tribe Team

• Initial Complaint

  16/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Tribe took over the strata management from ******* ****** beginning of 2022. While transitioning, they did not communicate with ******* ****** well enough to receive funds that I have been transferring to the former company. I had tenant at the time and was not informed promptly of the transition. Still, I have been paying to ******* ****** for several years and continued to do it that way until I found out. I tried to get hold of ******* ****** to have the funds sent over, but they said they don't have any information on my account. **********************, being the current management did not show any effort in making a direct communication with them. They were only interested in levying fines when I have been sending fees over. I had someone from Tribe reach out to me to hold off any payment until they find out more about it. Weeks go by without hearing from Tribe at all, and the next email is fines and fees again. It looks like the Tribe has trouble communicating with their teams to begin with because I am getting different orders from different personnels. They charged the Lien fee and late fee at the time I was still paying ******* ******. After more complaint emails, they finally got the fee from ******* ******, I was very surprised that it was actually something that can be done. I thought it was impossible? If it was possible to get the funds transferred, I wonder what took them so long. They got it on April 14, 2023. I do not agree to having the Lien fee $630 (Nov 10, 2022) imposed and the late fee $200 (March 1, 2022), even after knowing where the money was sent, they have no intention of removing them. They should not be entitled to those fees.I made sure I clear off any balance before making this complaint today. I would not trust them to have a direct deposit setup, who knows when things will turn up upside down and I get fined with miscommunications?

  

  Business response

  31/05/2023

  Hello, 

  As background, please be advised that Tribe took over management of the building on November 1st, 2021, from ******* ******. Using the contact information provided by the previous management, our office sent out welcome packages to all Owners first on October 22nd, 2021, and again on November 18th, 2021. A poster was also placed at the building advising of the change.  
  
  On behalf of the Strata Council, our office sent monthly notices to the Owner regarding the outstanding balance on their unit account. On December 2nd, 2021, and again on January 25th, 2022, the Owner made partial payments towards their arrears online to the Strata Corporation via Tribe Property Management. This payment was a clear indication that the Owner was aware of the change in management as well as the arrears on their account. On March 17th, 2022, the Strata Council noted a balance remained outstanding on the Owners account and instructed our office to levy interest and a fine of $200 against the Owners account as per the ******************************************** Bylaws. A notice was sent to the Owner advising of the outstanding balance and instructions on remittance.  
  
  Monthly notices continued to be sent to the Owner on behalf of the Strata Corporation. In August, the Strata Council advised our office to issue a 21 Day Demand letter for the unpaid balance. The letter was sent to the Owner on August 31st, 2022, with a detailed account of the amount due. The letter also advised that if full payment was not received, the Strata Corporation would file a Certificate of Lien (in Form G) and will charge an additional  
  administration fee of $600.00 plus GST the Strata Lot pursuant to S. 116 of the Strata Property Act. On September 8th, 2022, a partial payment of the arrears was received. On November 10th, 2022, the lien fee was charged to the Owners account as per the instructions of the Strata Council. 
  The Owner contacted our office in November to advise that they had sent payments to ******* ****** (the previous management,) and asked if we had received those payments. Our accounting team provided a statement showing the last payment received was the September one. They Owner advised that they had then contacted ******* ****** about the payments and ******* ****** advised (incorrectly) that they had forwarded all payments in relation to the Strata to Tribe.  
  The Owner was advised that everything received from ******* ****** in November 2021 had been processed and we had not received anything further. To assist the Owner in their dealings with the previous management we also reached out to the company while encouraging the Owner to continuing doing the same. We contacted ******* ****** on numerous occasions during the period of November 2022 to April ***************************************************************************************** provide the funds by cheque to the Strata Corporation care of our office. On April 12th, 2023, the previous management advised that they had received some funds and issued a cheque to the Strata Corporation. Our office promptly had it processed and posted the partial payment of arrears to the Owners account. 
  
  The Owner requested that the late payment fine, interest and lien fee be reversed from their account. As these charges are levied by and are due to the Strata Corporation, Tribe must seek approval for reversal from the Strata Council.  As such, Tribe provided the Owners request for reversal to the Strata Council. The Strata Council denied the request for reversal and our office advised the Owner accordingly. 

  Thank you

• Initial Complaint

  25/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On behalf of the Strata Council for ******* (the *******), I am writing to file a formal complaint against Tribe Management (Tribe) for their inadequate strata management services between August 2022 and February 2023. Tribe Management failed to fulfill obligations to the ******* as laid out in our Agency Agreement (attached), despite receiving and depositing our Strata Management fees, causing numerous and ongoing issues.The key issues we experienced during this period include: Our assigned property manager failed to respond to all communications from Council causing delays and disruptions to basic functions, requiring escalation to Regional Director for basic support. Major projects requiring immediate attention: intercom system replacement and significant plumbing repairs, were never initiated despite Council following up with Tribe several times. Financial reporting was significantly delayed and contained many errors and omissions. Despite requests for action, Tribe failed to levy fines, obtain quotes for services, and action basic operational requests such as obtaining new fobs, collecting move-in/out fees. These omissions caused financial damages, frustration and inconvenience to Strata council members and owners. Tribe failed to pay multiple bills, damaging our credibility with vendors, causing service interruptions and fees to reinstate disconnected services. (i.e. ***** phone lines were disconnected due to non-payment resulting in penalties)As stated above, Tribe Management's negligence and lack of accountability have caused serious financial and reputational damage to our building. We are requesting a full refund of our strata management fees for the period of August 2022 to February 2023, as Tribe Management did not fulfill their contractual obligations to our building and failed to act in our best interests as their client.We hope that the BBB will investigate this matter thoroughly and hold Tribe Management accountable for their actions.

  

  Business response

  03/05/2023

  Dear *******,

  
  We acknowledge your complaint and recognize there were several factors that impacted our ability to execute our standard of service delivery. We purchased your building contract as part of a portfolio, and with this, your original property manager. Once Tribe reassigned a new manager to your community, it became apparent that there were considerable issues under the previous company that we worked together to resolve with full support from our Regional Director team.
  
  Unfortunately, there were delays in financial reporting as we onboarded the portfolio, but we disagree there were errors and omissions on our part. Again your building came to us with incorrect fees schedules that had to be resolved. While under management by Tribe, the enterphone system did fail. Council received quotes and we put out an *** notice for a special levy which was approved at the *** early this year. We also prepared the documents for owner approval of a levy for infrastructure work that was needed to address backlogs in the building piping system. Unfortunately action on special projects cannot be taken without funds being approved by owners. Hopefully the execution of these now approved projects can be performed by your new management company.

  Despite the difficult issues uncovered when the strata was brought on, the Tribe team worked diligently with the Council to provide solutions. Significant progress was made addressing the inherited issues and we provided full services to the building until end of the contract. Therefore, we are not able to ***** any refunds for the services provided.

  Thank you,

  Tribe
  

  Customer response

  08/05/2023

  
  Complaint: ********
  
  Our Strata Council rejects this response because some details are not completely accurate. Our property was taken over by Tribe as of August 1, 2022. We held our final Council meeting with our ******** Property Manager, *********************, on August 23, 2022.While *** retired at the end of September 2022, there were several weeks of transition time for our assigned Tribe Community Manager, *****************, to ensure proper management of our building.
  
  **** held a single Council meeting on October 11,2022. No minutes of our October meeting were ever provided. **** responded to several emails promising follow *** (quote requests, vendor contacts) with no action. As of October 27, 2022, **** stopped responding to all communication with Council.
  
  We escalated communication to the Director and, finally, Regional Director,*************************. On December 12, we were told that ***************** was no longer assigned to our building and that a new Community Manager, *********************, would take over on December 19.
  
  Throughout this time, our contractual obligations to our service providers were not met by Tribe, leading to several unpaid bills and the disconnection of our telecom and elevator phone lines, resulting in reconnection fees to reinstate the service.Tribe also failed to collect revenue from our roof antennas resulting in tens of thousands in missing funds in the Strata. As of May 2023, we are still learning of unpaid bills from the time that Tribe was managing our affairs. While the existing financials in place may not have met the standard of what Tribes accounting team was used to, the items listed above have no impact on budget,or financials they are a simple neglect of basic contractual duties.
  
  Furthermore,the quotes obtained for the intercom replacement were sourced prior to Tribes takeover of our building, and the subsequent failure of the intercom was due to unpaid bills.
  
  Lastly,the levy prepared by Tribe for the flushing of the pipes was worded incorrectly stating repairs which makes the funds collected through this levy unusable for its intended purpose. Again, Council will need to do corrective measures and hold an SGM to ensure that the funds can be redirected to the intended purpose. This has caused great financial strain for our building.
  
  At no point did anyone from Tribe visit our building for a site inspection, Council members were required to source quotes and coordinate with trades on their own and pay out of their own funds for these basic services (door repair, plumbing repairs). As you can see, there was a clear negligence of services and Tribe did not work diligently to provide the services listed in the outlined contract. While some work was done leading up to the **** as stated in your email, many of the issues addressed were due to inaction on Tribes behalf therefore we cannot count one month of work as the intended level of service for the months from the transition and leading up to the *** as adequate.
  
  The ******* is therefore requesting a refund of the strata Management fees for the period of October 2022 to January 2023 (4 months). As the services provided by Tribe were not adequate, we hope that we can agree on this resolution, and not require further escalation of this issue.

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

  

  Business response

  18/05/2023

  On August 1st, 2022, Tribe acquired ******** Property Manager including the management of The ******* strata corporation. ********************* was managing this strata cooperation at the time of acquisition and joined Tribe to continue managing the *******. *** remained at Tribe until October 18th at which time ***************** took over. When **** went on medical leave, our office advised ******* and ************************* worked with the ******* to provide coverage until ***** return. When it was learned that **** would be on an extended leave, the ******* was assigned a new manager, *********************. ******* & **** worked together with the ******* and both attended an informal  December introduction meeting, the *************** meeting,  and February ***.
  During the property transition, our service and accounting teams worked diligently to record and update client accounts such as utilities,service agreements, etc. Our office also drew on knowledge of each buildings operation from the managers that came over to ensure minimal disruption. If an account was missing,*******s would report the same when reviewing the financials which are released monthly. In the case of the *******, when the ******* reported a missing ***** account, our office promptly began investigation to update the account and ensure payment. Our office also worked on collection of the lease payments for the roof top antennas which was somewhat hampered by outdated contract information. We are unable to comment on the allegation of further unpaid bills without specific details.
  Regarding the *** notice which included the levy, it was prepared and presented to the ******** ******* approved the notice on February 3rd, 2023, following which it was sent to Owners. Rationale for the levy was based on the following ;  the vent stack flushing was presented as a repair to the piping, as this regular R&M work had been neglected to be performed in the prior years, leading to many backed up common pipes, unit sinks, toilets etc, leading to the flushing being an urgent repair to this area of the building and requiring a levy for the work to be performed.
  Please be advised that Tribe does not direct ******* members to obtain quotes or pay for services out of pocket. Each ******* is unique, and some opt to be more involved in certain areas. If a ******* Member chooses to pay for something directly to a vendor, there is a simple process in place to reimburse them for the cost.
  It is surprising that the ******* is requesting a refund of management fees when so far after the fact and during the period in question while our office actively managed the Corporation. While Tribe managed the building, we addressed all concerns as they were raised by the Board.  In addition to addressing one-off issues, we also managed day-to day operations such as collection of contributions, owner inquiries,document management etc. Considering all matters included herein, we are unable to provide a refund for the services provided. 

  Customer response

  02/06/2023

  
  Complaint: ********
  
  I am rejecting this response because it is clear that Tribe has no intention of taking any accountability for the mis-management of our building and its finances. While we had hoped to recoup some of the financial losses caused by Tribe's neglect of its responsibilities, the fact that they are trying to deflect any blame on the prior property management company and/or Council shows a clear disregard for its clients.

  The fact is that Tribe purchased ******** and took over its clients, including our building. During our time under ********** management, bills were always paid promptly, financials were complete and prepared in a timely manner, and there was ongoing and consistent communication between Council and the Property Manager. We would expect a company of Tribe's size to have strong and reliable plans in place to ensure a smooth transition for acquired buildings, including a hand-off of financials, vendor and supplier contacts, and operating procedures. As outlined in previous correspondence:

  - Tribe failed to pay our ***** bills, resulting in a termination of service to our intercom and elevator phone lines

  - financial statements were delayed by months, and were incomplete - Council did not have sufficient data to confirm whether or not bills were being paid

  - due to the inconsistent service levels and the fact that Tribe was not meeting its contractual obligations, Council decided to terminate our relationship with Tribe and engage a new property management company. It was only *after* our new property manager took over that we learned of unpaid invoices - not only *****, but ****** ********** ********* *** ********* ********* - not to mention thousands of dollars in outstanding receivables from *************** Tribe is asking why we didn't raise these issues sooner - but without timely financials or invoices to review, Council had no visibilty into this

  In short, we were thoroughly disappointed with Tribe's servce levels - this is why we ended our relationship with them. Their lack of willingness to take accountability, or even acknowledge some responsibility in the severe challenge our building faced under their management, should serve as a warning to other potential clients.

  
  Sincerely,
  
  ******************** (on behalf of ******* The *******)

  

  Business response

  15/06/2023

  ******************** has robust policies and procedures for the takeover of management duties. Prior to takeover, several documents were requested from the current management company including a complete list of all the Corporations vendors and contracts. This list is relied on to notify vendors of the change in management and how to submit invoices. Notifications were sent to all vendors on the provided list for The ******* including *********. If a vendor was not on the list and we were later made aware they served the building, as was the case with ***** and *************** our team worked to connect with them as soon as possible. We are unable to speculate on why some of the Corporations vendors were not on the list or if those vendors sent invoices to the old management why they were not forwarded to our office.
  Further requested, as part of any transition is the Corporations financial information including items such as previous months of financials and bank requisitions. Upon review of the boxes from previous management it was noted that there were months missing. We promptly requested this information from the other company as the information was needed to provide complete financial reporting for the Corporation. The previous management was delayed in releasing the required information however it was eventually received after our teams continued diligent follow-up. While we waited for the missing information, the monthly financials we provided to Council would have been incomplete.
  Each party in a transition plays an important role and we worked with the information made available while addressing the gaps we were aware of.  Providing a smooth transition of management for our clients is important to us, whether partnering with Tribe or parting ways. We hope that is evidenced in the handover of your Corporations information to your new firm.
  Thank you

• Initial Complaint

  20/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I requested strata form b for a refinance of my mtg. I was advised of these charges only after having to follow up for a response: Sectioned Building Form B ($35) x 2 (each section) = $70.00 All other strata documents - $0.25/page Priority Fee: This is to order on a regular service (7 days). Rush fee will apply if the order is requested earlier than 7 days. Delivery Charge: ********** *dds a $30.00 delivery charge per order. My bill ended up being $19.43 title search which was not disclosed plus another $143.85 for the strata form Bs and the $30 delivery fee. This is not the amount quoted on the **** website when the order was requested and also not the amount quoted in the email. There was no indication the “other documents” were a requirement per the strata act. I was advised I should have requested they be excluded if I didn’t want to pay, however you cannot preview your order, you cannot get tribe to email you back in a timely manner and this was not an option provided in the original email disclosure. I have requested a refund of $35.50 for the “other documents” (AGM minutes, insurance etc) that i did not require and they are refusing based on the strata act requirement however I am insisting I receive this as they lacked transparency in their original quote. My original email request was sent January 31st. I did not hear back from the conveyancer until Feb 10 with the outlines charges. I have sent 9 emails back and forth. Multiple responses indicating I was “not forgotten”, “not being ignored” and that I would have a response by a certain date with no response given requiring me to follow up again. My last response was now also asking for the title search fee to be reimbursed. This is very unreasonable.

  

  Business response

  21/04/2023

  Hello,  
  We have reviewed this matter with our team. The complaint includes false information that we would like to address and clarify.  
  ********** (****) is the third-party platform used by Tribe to manage document orders. The system is commonly used by strata corporations and management companies. When placing an order, the system does clearly state the cost for the required additional pages is $0.25/page. It also states the ********** delivery fee and the cost per form in the case of a strata with sections. We have included a screenshot. It also states that the estimate at the time of order does not include the page cost. This is because each property has different documents and thus a different number of pages. The number of pages is calculated by the system when the form and required documents are uploaded for delivery to the client. As per the Strata Property Act Section 59(4), we are required to include copies of the rules of the strata corporation, the current budget of the strata corporation, and the most recent depreciation report. A reminder note of this requirement is included in **********.  
  Regarding the purchase of a land title certificate, we do require clients to provide this when placing an order to ensure they are the Owner or authorized by the Owner. An Owner can upload this document from their device and is not required to purchase it from **********. We do not sell land title certificates, however ********** does and provides the option and cost to do so in the order process. We do not have access to see where an Owner uploaded the certificate from whether it was their computer or a purchase from **********. We have included screenshots from their platform. We have provided this client contact information for ********** should they wish to dispute a charge for a certificate that they say they did not make.

  Based on the information which we have detailed here, we have declined to refund the cost of the Form Bs and required documents.    

  Customer response

  23/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  There is no “false information” and I never made a claim that I did not request to order a title search, nor was I provided contact information for ******* *** to dispute the charge   Now you are ***** and making up stories.  You are expecting owners to instinctively know the rules and also dig into a website that a person who is not a conveyancer does not use except in this one special circumstance.  It is the managements job to provide clear instruction with accurate pricing quotes which was not done.  My issue is not with the strata act requirements, it is with the lack of instruction, transparency and accountability on tribes part.  You have failed me as an owner and all other owners by providing only minimal instruction, minimal information and an inaccurate quotation on pricing for the overall cost of ordering a form b.  You are also now ***** and stating untrue facts.  It is also impossible to get a response back in a reasonable amount of time except for when tribe is taking money from an owner and then you are quick  I reject this response as it is inaccurate and just another example of lack of responsibility on tribes part.

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

• Initial Complaint

  14/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had the worst experience working with Michella G***** at Tribe Management. I emailed Michella for a letter of approval for an ******. I mentioned many times in my emails this approval is very time sensitive and I need the approval letter to apply for the STR license from the City. As I single mom struggling paying for the increase in mortgage, short term rental is the only way I can think of to subsidize my financial burden. After three months waiting and did what she requested me to do (provided answers to all the questions, signed the strata rules and guest guide, and paid outstanding balance on my account), she still refused to issue the approval letters. After several months back and forth communications, I received an email from Henry W*** on Dec 7 saying my application has been approved on Nov 29 and the admin team is processing it. I emailed back immediately to ask how long it will take to process. No response. I emailed on Thursday, Friday and Monday. No response. Called Tribe and no one answered the call. Left voice message. Not received any call back. Called the customer service, the lady said there is no admin team in the company as of today. Is too busy to respond their customers or keep lying? I pay my strata fee without getting any services. Instead, they are wasting my time by delaying issuing the STR letter. I request Tribe Management to do their job and to issue the STR approval letter to me via email by Dec 15, 2022. I also request Tribe Management to apologize to me for their negligence. I reserve the right to sue Tribe for my rental income loss due to the delay on issuing the approval letter.

  

  Business response

  15/12/2022

  Hi *******,
  
  We hope you are well.
  
  We are sorry to hear about your frustration regarding the longer than expected wait time regarding your short-term rental application.
  
  We have contacted your Community Manager, Michella and have been made aware that your application was approved on Tuesday, December 13th which you should have received via email. Finally, we want to reiterate the fact that it is not the decision of your Community Manager, Michella to approve the letters, it is your Strata Council that decides to issue the letter approvals. We have passed on your concerns on the time lines for approval to the Strata council
  
  Thank you,
  Tribe Team

• Initial Complaint

  02/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  ***** **** ******* Sent: Monday, July 25, 2022 11:57 AM *** *********************** Subject: Dispute Hello, I have been trying to dispute this charge through 4 different community managers since October 2021. The main regulator for the building was turned off for repair? Just prior to the pound/rattling pipes in my shower wall that I feared they would break. At the time of the service one of the plumbers did leave and return saying that something had been turned off but did not connect with the replacing of the valve in my shower as the problem continued after. From Subject Received Size Categories ****** *** *** ***** *** ******* ********** ** ** ******** ***** even says that the PRV repair was complete and that the problem went away. I do not feel that I should have to pay for something caused by an operation by you. This all happened within the month after my partner died and is why I was asking the community managers to assist. Could you please look into this and hopefully come to a good resolution. **** ******* ******* ******* ****** ********** ** ******* ************* **** ******* ******** ********** ******** ** ****** ***** ***** ******** ********* *** ******** ******* ********* ** *** *** ******* ***** ******** ************* ***** ******** * * ***** ********  I have tried to email the contact that the Management company for my Strata twice.Delivery has failed to these recipients or groups: *********************** ************************* The recipient's mailbox is full and can't accept messages now. Please try resending your message later, or contact the recipient directly. I have tried to call to accounting but i get put through to a line that does not have voice mail. The work (to me) was done and did not have to be done and i now owe $741.99. I

  Customer response

  11/08/2022

  The banging in the wall in the shower made fear of breakage scary. I ordered the service through the Strata as my thought was using the plumbing service that the Strata used would bring someone who knew the building. Toss up to who pays and the Strata says i have to. Prior to my problem i find out later that the plumbers had turned off a pressure valve and when Latham's serviced my suite, replacing the valve in my suite did not solve my problem which only stopped when the Pressure Release valve was re-enabled. The Strata manager at that time emailed me asking if that solved the problem and also during the repair (3 different plumbers) 1 left my suite to check something and returned stating that something had been turned off. I am not a plumber.

  ****** ** ******* ******** ***** *** *** **** ** *** ******* * ***** **** **** ** *** ****** ********* **** *** **** *********
  

  

  Business response

  07/09/2022

  Hi ****,  

  
  Thank you for reaching out. We have contacted your current Community Manager about this unique situation. Your Community Manager will be meeting with our Director, Management Services BC this week to review your case and will provide you an update shortly. Thank you for reaching out and we will be in touch soon. 

  
  Best, 
  Tribe Management team 

   

  Customer response

  08/09/2022

   
  Complaint: ********
  
  I am rejecting this response because: Originally Tribe called Latham's to repair my shower. It its now called ********* but the plumbers were ******** at that time. ********* generated an invoice for services that were not required as they had turned off one of the regulators and when they turned it back on after the service to me the problem went away. The Strata received the invoice and forwarded it to me to pay.

  My complaint is with ******** now ********* for generating an invoice for services that were not required and did not work anyway.
  
  Sincerely,
  
  **** *******

  

  Business response

  16/09/2022

  Hi ****,
  
  We understand that the original plumbing was serviced by ******** Plumbing which is now *********, and they generated the invoice for the services you believe were not required. During that time, the invoice was received by your Strata and forwarded to you for payment.
  
  While this is not a service that Tribe, or your Community Manager, performed, Nima is contacting ********* to get more details.
  
  As it is the end of the week, we expect to receive more information about this invoice next week. Please be patient while we connect with the plumbing company about your invoice.
  
  Best,
  Tribe Team

  Customer response

  19/09/2022

   
  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,
  
  **** *******

*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. ↩