Pivotal Property Management - Edmonton

I have had so many issues with Pivotal. There were water issues in a building they manage (not due to my tenant) and they would not turn off the water so I could get it fixed, they said they would pay for the damage and fixed it and then gave me a bill for thousands of dollars which was sent to the wrong address for months. Then charged 20% interest. I sent a message to let them know I was clearing the bill and they put a caveat on the property. Very Unprofessional and I would not recommend them.

Very questionable, dishonest practices. A note was placed on my vehicle early morning on Father's day, saying that my vehicle was marked to be towed. - I was just a visitor to one of their managed buildings. They claim I was given multiple warnings about parking in the Visitor's lot. I received no such warnings, and was not mis-using the Visitor's Lot. I just visit for a night, and leave the following morning. I am NOT a resident or long-term guest, yet Pivotal treats me like one. - They selectively allow certain vehicles and residents to park in the Visitor's lot for long periods of time without repercussions. These same people prevent actual visitors like myself from having room to park. The condo board was informed about them in the past. Yet the Visitor’s Lot continues to be a problem. - Be very careful about your vehicle if you choose to park it in any property managed by them; monitor it very closely. Take pictures of your vehicle before you leave it unattended.

I wanted to keep this fair, but to do so I need to go into some details. I have tried to keep this as short as possible. I reported a concern with my unit almost a year ago. I contacted the Pivotal and they were going to have the issue checked. I initially thought there may have been a leak in the roof due to a small stain I found on the ceiling. They had hired a company to investigate and provide a quote. After several visits (and 5 months) it was determined that there was an issue with condensation. The company thought there was a possible issue with some insulation in the vaulted ceiling and that condensation was causing the stains in the ceiling. I started this process in Oct 2020. By May 2021, I was finally notified that the investigation was complete, but the only action that was approved by the board was to paint the stain in the ceiling as it could be very costly to repair the insulation and that the condensation may have been a one-time thing due to the extreme temperature changes we have seen. I said that I thought that decision seemed ridiculous and asked how the board came to that conclusion. I also said painting the stain was not necessary as I could paint the area my self. The only reason I did not paint over the stain initially was to enable the company doing the investigation to see the stain. I also asked to get the report from the company with the recommendations so I could see how the board came to this conclusion. I told the pivotal rep that if I did not agree with boards assessment, I would proceed to have it properly repaired myself at my own cost. Initially, I was flat out refused the report. The Pivotal Rep said that I would not be able to see that report. After talking to Laura(operations manager) at pivotal and board members I got the report. It was decided that we should have a meeting between all the parties (board member, Pivotal, the contractor and myself). It is important to note that the initial Pivotal Rep I was dealing with (the one who refused to provide me with the reports) had left the company. After the meeting, it seemed pretty clear that there was a lot of confusion about what was and was not reported to pivotal and the board. The quote provided to do the actual repair was very high, but it was noted that this was the worst-case scenario and the most expensive option to fix (i.e. cutting back the whole ceiling and using spray insulation). I was asked at the end of the meeting to email the Pivotal Rep to let the board know how I would like to proceed. I sent an email to the new pivotal Rep. I mentioned that I did not require some one to paint the stain in the ceiling as it was small and having a company come in to paint the entire ceiling for a small stain was not worth spending the money on. I did ask that the board reconsider this decision and get another quote. I asked the new rep to contact me after the next board meeting to let me know what was decided. This was June 14, 2021. I sent a follow up email and left several messages but still have not heard back. I know they had a board meeting after I sent the email. Initially, I thought the problem was with the first rep. But now it seems that the new rep is not any better at communicating then the previous. I had always heard complaints at the AGM about the rep and pivotal, but I always wanted to give them the benefit of the doubt. I am not sure why the Rep is not returning my calls or emails as I just want an update as to the board’s decision. I have really been avoiding going back to serve on the Condo Board as I served several terms already. But this situation has me reconsidering that decision. Either way, if I am on the board or not, I will be recommending that we pursue changing management companies.

Incredibly useless. Trust me on that one. Cost me $20k to sell at a loss and move due to their ineffectiveness and inability to protect their owners, to represent the board and enact the bylaws. They do not conduct decent or honest mgmt of a complex. Do not buy if this company runs the complex.

This management company is the absolute worst! Never buy a condo that has this management company listed on their condo documents. All they do is go after the resident's money. They never respond to emails or when they do they give a cursory response and they couldn't care less. They keep sending threatening letters and blame the owners for their mismanagement. So heartless. Especially during the pandemic. Absolutely disgraceful.

Pivotal is the absolute (and I mean this in every possible way) WORST, they’re the worst. Pivotal Property Management has been a horrible, inconsiderate team to work with. I’ve been left without a working buzzer number or key fob, leaving me with no way to access my home. I’ve had friends get their car towed from guest parking in the time it took to go up and collect the parking pass.They had to pay a $300 ticket even tho they were guests of our building. & pivotal wouldn’t allow us to contest the ticket. My Mail locker broke and I ended up having to bring in an independent locksmith who I had to pay out of pocket just to replace it. You have to call, email and reach out to them multiple times in order to hear back or even have them acknowledge your issues. When my second roommate moved in it took over 5 months & constant calls just for them to add her name and buzzer to the front door. I could go on & on but the jyst is; they show a blatant disregard for the people they claim to mange.

Linda and the staff were wonderful assisting with my water loss claim. From the beginning I was made aware of what steps to take with the insurance and restoration contractors. The process was timely and seamless. I highly recommend their services should you require them. Thanks to a fantastic team!?

Edited May 13, 2022: After filing an official complaint with BBB, this file ended up on the desk of Laura from Pivotal who sincerely apologized and genuinely and immediately invested her energy into ensuring the problem was completely resolved. We were compensated for the trouble that had been caused. As unfortunate as the experience had been up until that point, Laura really exemplified phenomenal client service know how, rapidly and skillfully sorting through the unfortunate situation, seeing it right to its full resolution. I tentatively give a 4 star review, trusting that Pivotal will continue to show that more people like Laura are among their personnel. Original review May 6, 2022: They are so frustrating. They are supposed to maintain the parking stall agreements where we live. They double booked one stall and it has been 2 weeks of me emailing and calling very regularly. Not one person has reached out to me. When I did get a human on the phone, all I was told is that they were behind on emails and that she could do nothing to help me. Meanwhile, we are 2 residents trying to figure out where we are supposed to park! And we've even received a parking violation. Absolutely unacceptable.