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:03/03/2025

  Type:Customer Service 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.

  November 11, 2024 a violation letter was wrongfully sent to me. I emailed Firstservice Residential about a different community issue on Tuesday February 18, 2025. I posted a review on BBB website in reference to ************* Residential: My experience with ************* Residential customer service has been awful. First of all they sent me a violation letter that did not pertain to me it was my neighbor. Their has been several incidents with this neighbor, but Firstservice residential seems to be very selective who they target in this case its me. I addressed this issue to the *** and told them they needed to be more thoroughly with their investigations and I wanted to know how this situation would be handled. They basically stated that it was a neighbor to neighbor situation as an excuse after they were the ones who sent me the violation letter. They turned it and said that i needed to submit a homeowner grievance form to disclose that it was me that was complaining. That information is not disclosed and that tells me that first service residential does not want to take any accountability of what happens in the community. It feels like harassment. They do not enforce regulations to the right people that are cause trouble to other neighbors but harass people that follow regulations. When I reach out they make excuses are dismissive or I don't get a response at all. Firstservice residential does not acknowledge the issues that the community has.

  

  Business Response

  Date: 03/11/2025

  Dear Ms. ****************** want to assure you that we have taken the appropriate steps to enforce the communitys CC&Rs fairly and consistently. Our team thoroughly investigated the issue and confirmed that it was your neighbors trash can. The violation notice was removed from your account.
  
  Please understand that due to confidentiality requirements, we are prohibited from sharing specific details regarding actions taken against other homeowners.While we understand this can be frustrating, these policies are in place to protect the privacy of all residents. We assure you, however, that enforcement procedures are being carried out in accordance with the communitys governing documents.

  At this time, our authority is limited to issuing violations and fines as outlined in the governing documents. If you have any additional questions or concerns, please feel free to reach out to our regional director,***** ********, at *********************************************** will be happy to assist you further.

  Thank you. 

• Initial Complaint

  Date:11/11/2024

  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.

  on 11/11 i have received a letter of oil spills which is clearly dirt. They are very unprofessional in handling calls as they are very rude and they have used HOA money to do repairs and have done a bad job. After making them aware they said they dont have records of the repairs done which is not true when they clearly sent a letter saying it was their responsibility. They lie cheat and steal.

  

  Business Response

  Date: 12/20/2024

  Mr. *****
  As stated in the governing documents (CC&Rs Article 4, Section 4), excessive oil stains must be removed within 30 days of staining. Additionally, please note that all violations are subject to a 180-day probationary period. If the same violation occurs within that timeframe, the fine will escalate to the next level. If no additional violations occur, the fine schedule will reset to the first notice level.
  
  Regarding the payment plan we established, we have noticed that it has not been followed,resulting in additional late fees. Please contact us as soon as possible to discuss how we can get this back on track.
  
  In terms of any work being done to address the oil stains, neither **** nor I have received any communication or updates from you. If you have taken steps to resolve the issue, please provide documentation or proof of completion so we can update your account accordingly.
  
  Feel free to reach out if you have any questions or require further assistance. 
  

• Initial Complaint

  Date:12/23/2023

  Type:Sales and Advertising 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.

  On 12/22/23 at 1:15pm I found a leak in the roof of my bathroom with water trickling down the wall onto my vanity. Our on-site office chose to close early for the holiday and for emergencies to call a phone number. I called twice to report the leak. The manager of our on-site office called and said no one would come due to the rain. I lost my composure with her as they do not care about the residents here. By 8:30 water had bubbled my ceiling and began to drip into a plastic container I had put on the floor. At 9:30pm I had no choice but to puncture the bubble to prevent further damage. I sent two emails to her with pictures and have documented what happened. Repairs need to be made today on the roof so I can get repairs made to my bathroom which they will pay for. I got through the monsoon season without issue until Restore Masters began to tear off **** tiles on buildings and on mine Monday morning, with a promise it would be completed that day. I heard someone walking on my roof while I was in the shower and they began tearing tiles off before I could leave with my 15 year old dog, which they knew I was doing. They did not work Tuesday and had moved to another area. I came uncorked and had to stand in front of a truck to get them to stop to talk to me. The representative said they were being kicked out and wouldnt be back until after they first of the year. So not only is my patio cover not complete, they left bottles on one roof and other debris everywhere. My picket fence needs replaced which Ive been begging for over a year, but getting a standard answer were working on it. I want and need immediate resolution on the roof issue today!

  

  Business Response

  Date: 01/04/2024

  ************,
  
  As we expressed over the phone Friday, December 23, 2023, we are sorry for the water leaks in your unit caused by the winter rain. Your call was one of 26 received that day alone, and each one was notated and communicated to the ***** of ********** The *****,having already contracted a **** provider and a roofing company in response to previous large scale storm damage, directed management to reach out to the existing contractors and determine their timeline for response. Both companies stated that they would not access roofs in an active storm, and this was communicated to you as well as all residents reporting the same issue. The contractors are bound by OSHA and their own insurance requirements, and therefore were unable to access a roof in the middle of an active storm. That is out of the control of FirstService Residential.
  
  Once the storm subsided and the contractors were on property, it was determined that your leak was not due to the **** and the leak location was not on a roof currently under contract as part of the repairs from previous storms. Therefore, the existing contractors were unable to assist with the repair and another roofing contractor had to be sought out, approved by the *****, and brought on property. Management facilitated that and has been informed that your leak should be addressed at some point this week.
  
  Please know that we took your call, as well as all others that day, very seriously. Management was on site, on an observed holiday, responding to calls and coordinating with the ***** and contractors as quickly as possible. Other concerns mentioned in your report would be best addressed by the responsible party, **************, as FirstService Residential does not own nor operate that company and therefore their employee actions are out of the control of FirstService Residential.

• Initial Complaint

  Date:11/20/2023

  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.

  In September of 2023, my wall fell over and another wall was damaged due to a tree branch falling on the wall causing damage. The damage was reported to the *** and on September 20th the *** submitted the claim to the insurance company. A contractor came out and provided the *** with a quote. Contacted the *** several times to get an update on the wall repair as my property is located near a busy main road. I was advised by the property manager in October that she was waiting to hear from the insurance company. On 11/20/23, *** was contacted again and I was advised the only note under the work order was that pictures were taken and it was submitted to the insurance company. I also contacted the contractor that came out in October to see if he heard from the *** manager and he advised they were verbally advised by the property manager on 11/11/23 ( as they both attended the same trade show) that the bid was declined by the board. As a homeowner I have been kept in the dark as to what is happening with the wall repair. The only time I receive any update is when I call Firstresidential and escalate the work order. I have lived in the community for over ****************************************************************************************************************************************** emails with any updates and I am just frustrated at the time. If we are spending $198k on administrative fees in a year why do I have to constantly call and beg to have a wall fixed. The first time I had the wall fixed it took over 10 months for it to be done. We are almost 3 months without a wall and trying to get any updates from the property manager I have to call and escalate the work order to get a call from the property manager. I just want the wall fixed so I dont have random people looking into my yard!!!!!

  

  Business Response

  Date: 03/27/2024

  Due to the delay of receipt, this matter was handled offline and directly with the management team. 

• Initial Complaint

  Date:06/12/2023

  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 a homeowner am being charged pre-legal fees. I tried to schedule autopay multiple times. At first I was unable to login, kept sending me through a repeat process of setting password etc that was an endless loop. I finally was able to create my login and set up auto pay, however it did not auto deduct. When I received a statement it was telling me that I was late and being charged legal fees. When I called I was told that they could see I had the setup for autopsy done correctly and they could not tell me why it did not work. I am not trying to avoid payments-I am bringing over backwards but dude to system issues and not being able to reach an actual person when calling you, I am having a tough time! As I wrote this I having been waiting more than 0 mins to talk to someone. It rang for 13, then someone said hello and the line has gone silent but I have not been disconnected. I do no feel that I deserve to be charged legal fees. I paid my balance as soon as I received the statement after thinking I was all set with auto pay. Fix your system and the customer service, please! I would appreciate a full refund of legal fees, thank you. ***************************

  

  Business Response

  Date: 06/13/2023

  *************************** is not deeded owner for the property in question. As such, we are unable to respond to inquiries and disclose account information. 

• Initial Complaint

  Date:02/07/2023

  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.

  My backyard pavers were starting to rise from the ground so I called my brother who is a Master ******* in ******** and owns a plumbing company. My brother asked my son to take up all of the pavers so we can get an idea where the leak is coming from. Although I hadn't seen any water; my pavers were starting to rise up so my brother thought it might be an underground water leak. Well that wasn't the case!My son removed all the pavers only to find MASSIVE ROOTS coming onto my property from the very tree that I have been complaining about for years. The roots coming from that tree have intruded on to my property causing serious damage. There are roots coming from underneath my hot tub that I can't even see the damage that's been done to my $5K hot tub. Not to mention the cost to replace the pavers and other unknown damage. As you see from the pictures, these are massive roots. My request, 1. Remove the tree.2. Cover the costs of my property damage which includes removing the roots, disposal of the roots, relocating my hot tub to inspect for damages, cost for new pavers, cost of installation of new pavers and the costs of any damages to my property caused by the tree At your expense, hire a PROFESSIONAL TREE REMOVAL COMPANY to assess the damage and repair of my property. 3. My estimate, for YOUR TREE that I have continued to asked be removed for reasons named in previous emails, is approximately $20K.

  

  Business Response

  Date: 03/09/2023

  **********,

  
  We were notified by you via email on Saturday February 4,2023, that you discovered root damage in your backyard caused by a tree that the Board had denied removing because, at the time, there was no visible damage that had occurred.

  
  After speaking to the Association attorney, obtaining a legal opinion and proposals for the Boards consideration, on Monday, February 27, 2023, we informed you that the Association agreed to remove the tree, kill existing roots to avoid risk of additional damage, and repair the area of your backyard damaged by the invasive roots. You were informed that tree removal was scheduled for March 3, 2023. We gave ***** Contracting the telephone number we had on record and let you know that they would contact you by March 1, 2023, to make an appointment to enter your backyard to assess repairs. It was discovered yesterday, March 8, that the phone number we had on record was incorrect. We received and provided the correct number to ***** Contracting who made contact this morning and is scheduled to assess the backyard repair work tomorrow morning. 

  Throughout all of this, you were informed that FirstService Residential was in the process of gathering information for the Board and expected the Board to take swift action to resolve the tree/root issue as soon as they had what they needed to move forward.

• Initial Complaint

  Date:01/26/2023

  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.

  ************* Residential fined me $50 for a violation stating I did not paint my house. I did paint my house and ************* Residential has acknowledged this and said this was in error. I spent over $4000 painting my house and I have the receipts. They stated they would refund me the $50 fine, however after several attempts to get an account credit, it still has not been applied.

  

  Business Response

  Date: 03/06/2023

  Mr. *******, 

  The wavier was processed and the credit appeared on your account on January 26, 2023.