Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/02/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gross mismanagement, negligence, and misleading debt collection practices. These companies have caused significant stress and financial hardship by fabricating a debt of $2,836.14 without providing any valid explanation or breakdown of how this amount was calculated.I was a tenant at ****************************, from February 17, 2023, to June 30, 2024. Upon giving my 30 days notice to end my tenancycompliant with Section 45(1) of the Residential Tenancy ActI was verbally assured by the building manager, ****** Buturova, that my account was in good standing and that my $786.50 security deposit would be reimbursed. However, eight months later, without a single communication from *** regarding any outstanding balance, I was blindsided by a collection notice from Suite Excel Collections demanding $2,836.14.I contacted Suite Excel Collections for clarification, their explanation repeatedly shifted: first claiming that I failed to give 60 days noticean incorrect assertion they later retractedthen claiming that I never paid June 2024 rent. I provided evidence proving this was false. Bank statements and email confirmations show that I paid June rent twiceonce manually and once through autopay before requesting the duplicate payment be reversed. Despite providing this proof, they failed to investigate further. ***************** also failed to provide any proper documentation explaining the alleged debt. They sent me a generic transaction ledger from *** but never outlined how the charges were calculated or justified. My security deposit was applied to this debt without notice or explanation, a clear violation of Section 38(1) of the Residential Tenancy Act.FirstService Residentials mishandling of this situation, including eight months of silence followed by their failure to resolve the issue despite repeated attempts on my part, is unacceptable. Their negligence and Suite Excel Collections misleading debt collection tactics must be investigated.

  Business Response

  Date: 12/02/2025

  Hi ******,

  We value your concerns and are internally escalating them. I have forwarded your complaint and the attachments to the correct person. They are now working to investigate the issue, and I hope to have a more detailed update by end of day tomorrow. We will do our best to resolve the issue promptly.

  Thank you,

  Customer Support 

  ********************** 

• Initial Complaint

  Date:13/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am deeply concerned about the inadequate management services provided by ************* Residential, particularly under the oversight of strata manager *** HE. Despite my repeated emails since March of 2024 emphasizing the urgency of addressing the water leaking through the living room window, the strata manager continues to ignore the issue. When it rains, the water from outside is now not only coming in through the bottom frame but is also collecting on the top frame. The whole top frame is now completely wet, and mold is starting to appear. I sent 7 e-mails in total to *** HE asking him for his help to address this issue. He responded once in May 2024 by stating "I checked the history, window company had attended and checked for this issue in the past. I have followed up with the window company to see if they could attend again. Will let you know shortly. Thanks" After this e-mail he completely seized any communication. *** HE, the strata manager with ************* Residential is not attentive to urgent matters and his lack of responses to concerns demonstrate a lack of professionalism and accountability. Other condo owners in the building are experiencing similar issues with the lack of communication. I have called ************* Residential customer ******************** numerous times asking for someone to help me resolve the window issue. They promised that someone from the management team will get back to me. No one ever called back and my issue is still unresolved. This company should not be in business if they continue to provide an absolutely worst and unprofessional customer service.

  Business Response

  Date: 14/01/2025

  Hi ****** Zhalovaga,

  We reached out to the Strata Manager, and they indicated that the 5-year warranty was reviewed and now it is with the council for review.
  Thank you for your patience while the Strata Manager and council work to resolve the issues you mentioned.

  Thank you,

  FirstService Residential 

• Initial Complaint

  Date:04/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The issue is: 1. We recently moved as tenants in this building and we could not register the car with pass 10x as it was under landlords account and the tenant account did not allow us to create a pass. We had called the strata many times before (no response via call) and were redirected to another email chain to setup another account. 2. I do not park in visitor parking unless I need to charge my car. That day there was another car in charging and was almost done charging so I parked there hoping to swap in next hour. The other car did not move in time where I could have swapped my car before it was towed away. 3. As per strata bylaw, there was no notice issued prior to the car being towed away (as it is mentioned in the visitor parking rules) and as such the tenant should not be held accountable the first time until their account is set up. 4. We received a violation for a guest car parking with a pass before the allotted time up. Guest car parking at 6:16pm, Dec 2, 2024 valid for 24 hours, parking violation warning Issued at 5:23pm on Dec 3rd

  Business Response

  Date: 16/12/2024

  Hi ******,

  As agents to the *************** our role is to act on their behalf. Your concerns have been addressed with the ************** at Infinity and Eternity, a decision was made that the refund will be not issued.

  If you have any other concerns, please reach out to your Strata Manager directly.

  Thank you,

  FirstService Residential

   

   

• Initial Complaint

  Date:13/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have had an open leak in our closet for over two months. After several phone calls and email attempts, the property manager is unresponsive. We are trying to sell our place and it is time sensitive

  Business Response

  Date: 13/09/2024

  Hi *****,

  Your Strata Manager contacted you and a plumber is scheduled.

  I apologize for any inconvenience this may have caused.

  The Team at FirstService Residential

• Initial Complaint

  Date:19/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1.we received a letter from firstservice "Alleged Bylaw Violation - Possible Fine" on March 21, I replied email and explained this "alleged" issue on March 27 and asked strata manager to feedback ASAP (it's just a possible fine reminder, don't have any deadline/date to issue the fine)2.There was no any feedback from FirstService for over three months, I though maybe this fine ticket/letter is cancelled after I sent the explain email 3.On June 16, I suddenly received "Violation decision letter" and it issues $50 fine for each 7 days, obviously strata manger didn't check and feedback my email 4.Then I submitted a support ticket in FirstService customer service system on June 25 to solve this unreasonable fine ticket, but so far they just replied they're waiting for feedback from strata manager and still charge $50 per 7 days, no solution, no one really want to help their customer to solve this problem ************************ charge money always fast even if just a "possible fine" and never feedback customers' message in time 6.My requirement is push FirstService to give me a satisfied answer, stop charging and cancel the unreasonable fine.Don't let customer wasting time on fighting email

  Customer Answer

  Date: 19/07/2024

  yes, this is a new complaint case

  Business Response

  Date: 26/07/2024

  Hi Xi ****,

  
  The council voted that the structure installed is not permitted and must be removed. I have escalated your concerns to the Strata Manager and if you have any further questions please contact *************************.

  Please refer to the below Bylaw:
  Bylaw 6
  Obtain approval before altering a strata lot
  An owner must obtain the written approval of the strata corporation before making an alteration to a strata lot that involves any of the following:
  the structure of a building;
  the exterior of a building;
  chimneys, stairs, balconies or other things attached to the exterior of a building;
  doors, windows or skylights on the exterior of a building, or that front on the common property;
  fences, railings or similar structures that enclose a patio, balcony or yard;
  common property located within the boundaries of a strata lot;

  Thank you,

  Customer Support

  Customer Answer

  Date: 26/07/2024

   
  Complaint: 22014954
  
  I am rejecting this response because:

  I've replied to strata manager that we respect the Council's decision and removed the structure on my Balcony on July 22, 
  and also asked to cancel the unreasonable fine ticket again. There is no response from FirstService so far and they still charging fine every 7 days, the last charge is on July 23(even after I did feedback them).

  Please help us to following the status of my fine charge, the total amount of the fine is $400(FirstService charged in system automatically and quickly but user feedback never do fast like that), please push them to cancel my fine charge and ticket.

  We did everything we could to solve this issue since March but FirstServer's super slow and perfunctory response made us anxious and dissatisfied.

  I will keep this case until FirstServie cancel my fine ticket.

   

  
  Sincerely,
  
  *************

  Business Response

  Date: 16/08/2024

  Hi BBB,

  We are working with our ****************************** to remove the $400 fine that the owner is disputing.

  We should have an update early next week.

   

  Thanks!

  *************************;

• Initial Complaint

  Date:29/05/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June 2021, I rented out unit# *** at ******************************* with Devon *********** who later on told me that this building is now managed by ************* Residential. I have made several calls to their customer service requesting them to remove my cell number from their buzzer. So now, when someone wants to reach out to the resident in this unit #***, I receive the phone call. I have blocked their number, so now they have started leaving voicemails. This has been going on for since then, and it has not been resolved. Every time I call, they say that they don't know how to fix it and will have a manager call me. They note down my cell and my info but no one does anything about it. All I need is my phone number removed from their buzzer calling system. You can't contact anyone from their website, it is that garbage! Please help me resolve my issue.

  Business Response

  Date: 29/05/2024

  Hi ******,

  I understand your concerns and I apologize that you are dealing with this issue. I have escalated your buzzer concerns to the Building Manager, and they are going to resolve this by tomorrow morning. 

  I will email you once I have confirmation that your phone number was removed from the buzzer at #*******************************************************************

  Thank you and have an excellent day.

  Paulina 

   

• Initial Complaint

  Date:02/04/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* - ************ ****************************************************************** (***************)This strata has recently changed management company to ************** all existing owners are required to re-set up PAD through their ******** Portal for the monthly strata fees. Their ******** portal states that "******* **** **** ** ** ******* **** ******** **** ** **** ***********". However the charges showed as PROPERTYPAY, which caused alert on my end when I reviewed my bank statements not recognizing these charges, believing they were scam. I have returned these two unfamiliar PADs. Few days later, I received an auto email from ******** notifying the payment failure, that's when I realized the two returned PADs belongs to ******** monthly Strata fees. I've reached out to ************* advising them the situation and have made payments manually immediately to cover the two months. A month later I was charged by ************* for a total of $63 NSF fees. These are ************* charges, not my bank charges. I've reached out to ************** requested a refund of $63 but they refused and deny this is their mistake. ************* response was that I should have contacted them before putting the stop payment. This is very contradicting, if i had known these charges were strata fees to ************* or ******* or clickpay, i wouldn't even put a stop payment. Had they provided the correct information on their portal, this can be avoid. This situation was not due to NSF, I have plenty of funds to cover, I returned them only because the charges were unknown to me, the charges did not appear as what they have indicated on their website which leads to confusion on my end. They should have indicate the charges will appear as PROPERTYPAY. I should not be charged for their error.I may be reached by email: ******************

  Business Response

  Date: 08/04/2024

  Hi, we apologize for the misunderstanding regarding the ******** portal charges. 

  I spoke to our Controller, and he stated we will reverse the $63 NSP fee.

  Please check your account in 2-3 business days to see the reversal. 

  Thank you.

   

   

  Customer Answer

  Date: 09/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/12/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I apologize in advance if my tone sounds angry here...writing this emotionally :)Facts: -My monthly rent is $1445 CAD -On Nov 1, 2023 my monthly incurred a $50 "NSF CHARGE".-Increasing the total to $1495 CAD -I tried changing my auto payment from ******* to ShakePay to pay my monthly rent but it failed.-I then tried changing my autopayment from ******* to ************** and it worked.I don't understand why changing my method of payment would incur a $50 change.When I reached out to FirstResidential they told me that is not within their perview.I reached out to ClickPay and also told me that is not within their perview.Odd...? How can not one of them have control over payments. From the BBB - ClickPay is known for scams and fraudulent transactions. Why would First Residential have a relationship with a company that is 1 star and have terrible reviews. Particularly saying that they charge their customers randomly and scam them. ODD!! I just want my $50 back and as I tried to delay the payment. They hit me with the eviction conversation. So rather than losing my apartment I paid the total. Please investigate! This feels rather predatory and want to charge individuals fees so they can make more money. Anecdotally, I heard many others have incurred random fees from my building. I have attached email and payment statements.Thank you,**********

  Business Response

  Date: 13/12/2023

  Hi ***,

  I believe you spoke with ******* and she responded to your refund complaint.

  I hope we have resolved everything on your end.

  Thanks!

  Customer Answer

  Date: 13/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:06/09/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. I received my FirstService bill in July and incurred an additional late fee due to the late arrival of the paper bill 2. I once sent an email to the customer service of FirstService to check the total amount I should pay and paid the bill online according to the amount they provided (bill + late fee) (paid on July 31st) 3. More than a month later (35 days later, on September 5th), I received an additional $50 per month from FirstService (a total of $100, July and August), not sure if there is extra fine in September 4. The online account number provided by FirstServie has never correctly displayed the amount to be paid, and they use this to arbitrarily fine the residents on the pretext of overdue payment. Deliberately using delayed paper bills to notify customers to *********** increase the fine amount, hope someone can help with this issue

  Business Response

  Date: 06/09/2023

  Dear ******** *****:

  Thank you for making us aware of this error.

  I have alerted our Accounting Department to the issue, and someone will follow up with you to correct this error(s).

  I can assure you that this is not an intentional "cash grab."

  This will be rectified.

  Thank You,

  Dale D***

  Customer Answer

  Date: 14/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ** ****

• Initial Complaint

  Date:06/06/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 11, 2022, FirstService asked ****** provided a job in my apartment. May 4th, 2022, I received the invoice from FirstService showing that the total amount is $1161.30, which is not reasonable. In addition, FirstService had paid the unreasonable bill without my consent. Also, I am confused why the invoice is sent from FirstService instead of the plumbing company, ******. I questioned about the reasonability of this bill, but FirstService provided me a respond from ****** with untrue descriptions. I would like to ask for the following feedbacks: • Reasonable explanation of whether the invoice should be sent by ****** or FirstService and why. • Original invoice of ****** products in my invoice • Adjusted reasonable job time • Adjusted reasonable invoice price Please see attachment for details: Attachment 1: Description of the issue Attachment 2: Untrue and unreasonable parts of the invoice Attachment 3: Original invoice Attachment 4: Emails with more job descriptions

  Business Response

  Date: 06/06/2022

  We are certainly sorry to hear that the necessary repairs were not fully explained, including advising the basis on which the charges were generated.

  I will have the Property Manager responsible reach out and provide the necessary details, etc..

  Thank You,

  Dale D***

  Customer Answer

  Date: 14/06/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  I haven’t hear anything from them yet 
  Sincerely,
  
  **** *****

  Business Response

  Date: 15/06/2022

  It turns out that we could not locate this alleged Resident in any of our Buildings, and we have many people with exactly the same name.

   

  As a result, in order to properly follow up, which we are more than happy to do, we need to know the complainant's Building Name, Strata Plan Number, their Unit number, and, their street sdress.

   

  Thank You,

  Customer Answer

  Date: 20/06/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  See attachment for the details you need.

  ****** **** ******* * *** ********** **** * **** ********* **** ********* **
  Sincerely,
  
  **** *****

  Business Response

  Date: 27/06/2022

  We believe that we have done what we can to deal with the original complaint, and to provide a response to the allegations.

  Business Response

  Date: 28/06/2022

  We act as agents of the strata corporation and in our role we were requested to call out a commonly used and trusted trade for an emergency water leak. 
  
  Should the resident/owner have an issue with pricing, quality of work, or cost then the resident should be contacting the trade. 
  
  We do not select trades, set pricing, choose parts or materials or assign costs. As much as we would like to resolve this, the vendor is 100% responsible for the work. 

   

  Thanks,

  Darrin W****** 

  VP of Strata Operations