Complaints

• Initial Complaint

  22/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in a condominium in *********** managed by Lionheart Property Management and ever since they took charge of our property, they've been unresponsive to service requests, closes service requests with inaccurate information, refers owners and tenants to the condo board and when we do we are informed by the board that Lionheart has inaccurately provided incorrect information or has not been responsive to complaints. I've tried sending numerous emails to resolve issues with my basement as well as the general upkeep of our properties and my requests are either closed or they refer me to our condo board who are constantly writing to this property management for assistance. all the owners in my condo are extremely displeased with this company

  

  Business response

  23/04/2024

  Unfortunately, the information that was provided to you is inaccurate. I am not sure if you understand protocol however property managements job is to oversee the property and all direction must come from the board of directors accordingly. The only time a property manager can override the board of directors is when it is due to a true emergency of fire, flood, water, no heat as this can be acted on immediately and everything else must come from the board of directors. Unfortunately, at this time your basement is at a stage that is not considered a true emergency, and this is why we cannot proceed until proper permission is given.
  
  We had three contractors out to provide a proposal for the work required and have resent the quotes multiple times since January, and also sent the board the Code of Ethics and reminded them of their due diligence to the corporation following a request from the board asking for us to resend the quotes again with still no direction provided to property management as of todays date.
  
  This is due to the boards inability to make decisions and their lack of responses to our concerns.
  
  The previous and current property manager have tried relentlessly to get the board of directors to make a decision regarding your basement repairs required.When it came to repairs that were inexpensive the board would approve. When it came to the large item repairs unfortunately the board would not make a decision, and this is why this is still outstanding. This has been an ongoing issue with decisions not being made. We understand this is a repair that must be completed however without participation of the board we are at a stand still at this moment.
  
  We understand that this has been an ongoing issue for quite sometime however, we needed to investigate the different issues that arose in your unit which resulted in re-tendering the quotes out for the board to review and decide accordingly.
  
  We note that there are many items throughout the corporation that need addressed, however due to the inability of the board of directors to provide property management with proper direction, this resulted in Lionheart Property Management terminating the contract with the corporation located at OCC 33.
  
  This complaint does not accurately reflect the situation nor does reflect our core values and standards.  

• Initial Complaint

  17/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I can not get this company to return any kind of correspondence. I have been with them for over 8 years and for 7 of them I have been submitting work forms requests to have the black mold removed from the outside of the units, it is there because we used to have eves troughs cleaned out and siding power washed with our previous property management. They do not do that and now it has spread inside. No one calls you back or emails you back, I've even gone in person and sat there for hours while they all hid in the back waiting for me to leave. The *** takes the money and doesn't allocate it anywhere but his own bank account. They have new staff every year which tells me it's probably terrible to work there as well. What is the point of collecting fees if you don't do anything for us either then cut our grass every 2 weeks in the summer. Waste of money. Causing more mess then good at the complex.

  

  Business response

  18/04/2024

  This complaint is not factual.

  I've reviewed the service request and it is in progress.  We cannot have the eves cleaned in the winter.   The customer can see the service request and its progress in their password protected portal where the service request was initiated by the owner and where our staff comment on the progress.  All work is approved by the ***** of **************** Management does not make decisions, rather carry out the direction of the *****. 

  This community has had the same manager for years, so to say that there is constant turnover is not factual. There was a recent change (December 2023) in the manager as a request from the ***** of **************** Also visiting our office for hours is not factual.  Our office has cameras.

  This customer has been sent a legal letter from our company in the past with a cease and desist of slander, defamation of character of the company and the ***.  I highly suggest that she review this to avoid future situations.  The budget is set by the ***** of ********* and those fees are collected with a zero based budget to covered the required annual expenses.  The *** does not run away with their money.  Money is charged for management services that are approved by the ***** of ********* for the contracted services.  These fees along with every other expenses are reviewed and an opinion provided by a Financial auditor each year.  

   

  Customer response

  18/04/2024

   
  Complaint: 21588172
  
  I am rejecting this response because:

   

  it is not winter 365 days year , you are full of excuses but I need the work done . You are causing damage to the part of the property I own . 
  

  the new request I put in this week is what you are referring to . The last 4 have been closed without service . 
  

  YOU sent out an email offering cleaning last fall , it took you so long to repsond that by the time you got back to me you said it was raining , then you said it was winter . 
  

  if you dont wait until winter you wont have that problem . 
  

  ITS NOT WINTER NOW IS IT ? 
  

  its been YEARS ! DO YOUR JOB! 
  
  Sincerely,
  
  M W

  Customer response

  18/04/2024

  Are they trying to say that I at no time waited and was ignored by staff ? This was at the ******* location and that happened . Stop gaslighting because you have access to lawyers . You call it defamation because it makes you look poorly , your business practices are deplorable . Many reviews agree with that , are you going to attack everyone like that ? Or just people when they ask for services ? 
  

  I had a second person with me . AND I DOUBT you kept your camera log from 6 years ago . Stop lying! Disgusting . 
  

  what is the contact information for my board of directors ? Where do I locate that information? How do I contact those people . Previous property management group we had sent us that information . I put a request in for that info too and didnt receive it . 

  

  Business response

  18/04/2024

  No further response to this complaint is required.  The quotes will be provided to the board and the Board will choose the contractor to proceed with and the manager will carry out the service request.  Were here to assist you and we kindly remind you to treat our team members with respect and dignity.  Please note that abuse directed towards any of our team will not be tolerated.

   

*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. ↩