Teristo Group Consulting Property Management Reviews (%countItem)
Teristo Group Consulting Property Management Rating
Address: 832 Bay St, Toronto, Ontario, Canada, M5S 1Z6
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My boyfriend and I checked into "Furnished Condo Toronto by Teristo Group" located at 832 Bay Street in Toronto from December 20th to the 23rd 2018 through ***. When we arrived, we noticed that there was debris on one of the living room tables and the glass table had not been cleaned. Due to the uncleanliness, we called *** to complain and they assured us that this uncleanliness was not acceptable. Before check-in, we had to provide a $500 security and damage deposit to the host, by the name of ***, who is the General Manager. He told us this would be returned upon check out as long as nothing was damaged. After *** was contacted by *** in regards to our complaint about the cleanliness, he refused to return our $500 deposit even though no damage was done and told my boyfriend that if we did not leave a positive review we would not get our money back.
We continued to call *** in regards to his refusal, provided before and after pictures of the condo, bank statements proving we sent the money and text message conversations with the host. After going back and fourth, we were awaiting the host to provide proof that we damaged the condo. After days, he sent *** pictures of: dirty towels, beer bottles, paint taken off the wall and a lift in the floor. After looking at these pictures, we noticed that these were not taken at the condo in which we stayed. On ***, the picture in which the paint was taken off the wall is posted on their behalf, meaning it had been there from before we arrived. The beer bottles and dirty towels do not count as damage and finally, the lifted floor is not from the condo in which we stayed as if you zoom in on the picture, it is clear that on the side of the wall there is a paint smudge and in our condo the paint smudge was not there. The floor also does not match the same wood in the condo in which we stayed. Even so, *** stated that they are no longer involved even though they are the third party organization.
As a resolution, we would like our deposit back at the least. Also, due to the fact that the host and Teristo Group *** pictures we believe we should receive additional compensation. They are holding money based on proof that is not valid, which is not fair on our behalf.
Dear Sir/Madame,
*** and *** reserved our condo on ***.
Our records indicate that ***, *** and / or their guests have accessed the building and subsequently the apartment 2101 at approximately 6.24 p.m. on December 20, 2018. I was not informed of any issues and / or concerns after guests moved in.
We have not heard from the guests until Friday 12.38 p.m. at which time I received the text from the guest's phone number requesting a call. I have replied to them at 3.02 p.m.: "Hi, How can I help you?"
There was no reply to my text. I was not informed of any issues and / or concerns.
I had texted the guest on December 22, 2018 with check-out instructions. I was not informed of any issues and / or concerns.
The concerns only were mentioned on December 23, 2018 to *** after I spoke with the guests on December 23, 2018 by phone at 3.52 pm kindly requesting the guests to see if they have in their possession the towel that was missing from the apartment.
Guests provided pics to *** If you carefully look at the pictures provided by guest you can see the time on the bedroom clock. The time shown is 12.49 p.m. There are personal belongings shown in the photos, small side table is turned upside down, and the bed and the towel pack are visibly used. Obviously the apartment was used by the guests for some time prior to those pictures being taken.
I was personally present in the suite when the suite was cleaned and prepared for *** and *** arrival. In suite washer machine, dryer machine, dishwasher, microwave, fridge, stove, and TV were personally inspected by myself prior to the guests moving in. Each appliance was in perfect working order. The suite was left for guests in perfect condition.
As I told *** associate over the phone when I spoke with him at 5.52 pm Toronto time on December 23, 2018, the guests *** and *** and / or their guests were having a party and / or gathering in the apartment that they rented from us which is in direct violation of our policies.
We have repeated our policies to the guests on Dec 20 at 09.14 am through *** messaging system in the same message that contained the check-in instructions.
*** There are damages to the apartment wall, apartment floor, apartment mirrored closet door, and to the towels that were provided to the guests (those towels had stains and / or were used to polish shoes and are now unusable). 1 hand towel is missing.
To partially cover replacement and repair costs we did not return deposit of $500.00 CAD. We reserve the right to recover cost of repairs of damages in court.
Sincerely,
***
General Manager
(The consumer indicated he/she DID NOT accept the response from the business.)
To whom it may concern,
We do not accept the response from the business for many reasons.
To begin, as soon as we arrived, we were unpleased with the overall cleanliness of the apartment, as stated in our complaint and as seen in our provided pictures. Due to this, we contacted *** right away, that same day, advising them of our complaints. We were told they would be in contact with the business. Therefore, we did not make a complaint after we checked out, we made the complaint as soon as we got in. The reason why we did follow up with the host is because we were told *** would be the ones to contact them.
On top of this, as the business has stated about the timing around our pictures, we took before and after pictures as provided. The towel pack is missing because the towels had been used and when we arrived as seen in a before picture that I will reattach, the side table was already turned upside down.
Also, the host claims we were having a party because of the empty alcohol bottles. There was one 6-pack of *** and a wine bottle, which my boyfriend and I consumed while we were there. Therefore, this is not means to prove that a party took place as that is enough alcohol for 2 adults over the course of one weekend. After checking out, my boyfriend called the host, asking about when our deposit would be returned and he indicated that a face cloth was missing. We insured him that we did not take it and asked him to have another look. At the time indicated by the host on December 23rd, 5:52 pm, he called us stating that we would only be getting our deposit back if we took back our complaint made to ***. After this phone call, the host began to add more and more "damages" that we created. First it was just the face cloth then he added about the "party" then it was the floor and the wall. It also took the host 3-4 days to reply to *** with the "proof" which is very suspicious. This proves that his claims are *** as he was not able to provide proof right away as we were.
As for his claims on these damages, our pictures prove that they either do not match or they were already there before we arrived (e.g.. the missing paint on the wall in the bedroom is on ***, the lifted floor is not the floor from the condo in which we stayed). From our pictures, you can also see that there is no damage to the mirror. This is also the first time we are being informed of this, which is quite strange and we believe the host did not state this to *** either as damages to the property.
With the situation on the towels, we did not use them to polish shoes and we did not stain them. They should be able to be washed, as towels are supposed to be. Even so, if the towels are claimed to be stained, stains can come out and 5 towels are not worth 500 dollars.
Document Attached***
Dear Sir/Madame,
*** and *** reserved our condo on ***. On Dec 19, 2018 at 9.14 am the client received check-in instructions through *** messaging system. At the very beginning of those check-in instructions our policies strictly prohibiting use of our apartment for parties and / or gatherings were clearly stated. ***
Our records indicate that ***, *** and / or their guests have accessed the building and subsequently the apartment 2101 at approximately 6.24 p.m. on December 20, 2018. I was not informed of any issues and / or concerns after guests moved in. *** We have not heard from the guests until Friday 12.38 p.m. at which time I received the text from the guest's phone number requesting a call. I have replied to them same day at 3.02 p.m.: "Hi, How can I help you?" *** It is the guest's number as they texted me from that same number later on. Screenshot is attached. There was no reply to my text. I was not informed of any issues and / or concerns.
I had texted the guest on December 22, 2018 with check-out instructions. I was not informed of any issues and / or concerns. However I received a text back from the guest asking when the deposit will be returned. ***
Guests never reported any issues whatsoever to ***. until December 23 at 16.21 Toronto time. If guests did report any issues to ***, *** would have contacted us via email immediately. The concerns only were mentioned by guests to *** on December 23, 2018 - after I already spoke with the guests on December 23, 2018 by phone at 3.52 pm kindly requesting the guests to see if they have in their possession the towel that was missing from the apartment. Exhibit 5 - Screenshot of emails from *** is attached. See that the earliest email from *** was at 16.21 Toronto time on Dec. 23, 2018
Guests provided pics to ***. If you carefully look at the pictures provided by guest you can see the time on the bedroom clock. The time shown is 12.49 p.m. There are personal belongings shown in the photos, small side table is turned upside down, and the bed and the towel pack are visibly used. Obviously the apartment was used by the guests for some time prior to those pictures being taken.
I was personally present in the suite when the suite was cleaned and prepared for *** and *** arrival. In suite washer machine, dryer machine, dishwasher, microwave, fridge, stove, and TV were personally inspected by myself prior to the guests moving in. Each appliance was in perfect working order. The suite was left for guests in perfect condition.
As I told *** associate over the phone when I spoke with him at 5.52 pm Toronto time on December 23, 2018, it appears that guests *** and *** and / or their guests were having a party and / or gathering in the apartment that they rented from us which is in direct violation of our policies.
We have repeated our policies to the guests on Dec 20 at 09.14 am through *** messaging system in the same message that contained the check-in instructions. ***.
***
To partially cover replacement and repair costs we did not return deposit of $500.00 CAD. We reserve the right to recover cost of repairs of damages in court.
Sincerely,
***
General Manager