On August 2, 2026, I submitted a service request about a missing window screen in my high-rise unit. Although the building (Lexington condominiums) has both a property manager and an assistant property manager, I received no response for approximately 15 days. Management responded on August 17th, only after I reported that two phones had fallen through the same unscreened window identified in my original service request.
The delay was especially concerning because a missing screen in a high-rise creates a safety concern. In my view, the failure to address the issue after it was reported contributed to the loss of the phones.
Management then requested $50 for a replacement screen and stated that I was responsible for the cost. Despite repeatedly asking for the specific bylaw, rule, or other governing provision supporting that charge, neither the on-site managers nor the regional manager at ICC Property Management provided it. Management requested payment but did not explain the documented basis for the charge.
Neither property manager apologized for the delay or contacted me to offer assistance after the phones were lost. A regional leader later told me that management claimed it had looked for the phones. That does not match my experience. No manager contacted me, asked what type of phones were missing, or asked where they may have fallen. As a result, I received no meaningful assistance in trying to locate them.
Management was quick to state that I was responsible for paying for the window screen but repeatedly failed to identify or provide the specific provision supporting that claim. A guide provided to me identifies windows as common elements, which made the lack of an explanation even more concerning.
Based on my experience, I found the response time, communication, transparency, and complaint handling unacceptable. I would not recommend ICC Property Management based on this experience. read more
