Chargebacks & Unexpected Fees
Chargeback / Unauthorized Service FeeAn $890 Bill for an After-Hours Check the Owner Never Requested
A brief weekend call to ask about a neighbouring unit turned into an $890 chargeback for a service visit the owner says was never authorized.
A new condo owner called the property management office on a weekend to ask whether other units were also without heat, after finding their own unit's thermostat wasn't working. Security took the call and later sent someone to check. The visit found only a dead thermostat battery. The owner reported they were never told a contractor would be dispatched on their behalf, or what it would cost.
Several days later, the owner received an $890 invoice covering multiple hours plus a transportation fee, billed as an emergency after-hours service call. The owner disputed the charge with the management office, offered a smaller amount in settlement, and was told the board required payment in full, with a lien mentioned if it wasn't paid within a week. It's a useful illustration of how quickly a short, informal phone call can turn into a large chargeback when authorization and scope are never made explicit at the outset.
Documents an owner in this situation should gather
- The invoice or chargeback notice, in full, including how the hours and fees were calculated
- Any record of the original call: date, time, and exactly what was asked
- The contractor's service report, if one exists
- The corporation's bylaw or rule describing when chargebacks and emergency service dispatch apply
- All written correspondence with the property manager about the dispute
Questions to ask management or the board
- 1Was this service actually authorized by the owner before it was performed, and if not, on what basis is it being charged back?
- 2What is the itemized breakdown behind the total: hours, rate, and transportation fee?
- 3What is the corporation's documented policy for triaging after-hours calls and deciding when a paid contractor visit is warranted?
- 4Is a reduced settlement or payment plan available given the dispute over authorization?
Facing something like this?
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Curated and maintained by Alexander Baraz, Condo Owner Advocate.
This case is not a testimonial, review, or endorsement, and is not a Condo Owner Advocate client file. It is an anonymized, editorially rewritten educational illustration, not legal advice.