ComplaintsforFirstService Residential Florida, Inc.

Property Management

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Initial Complaint
06/24/2024
Complaint Type:
Billing Issues
Status:
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.
March 11th 2024 First Residential withdraws $2.7 from my bank account without authorization While it is being disputed they fail to email documents including insurance policies, coverages and contracts.They denied my *** wireless access key since November 2024 and still today without explanation.May 21st the insurance claim was resolved and paid $3,439.65 towards my account.It is **** ********* and they NEVER accredited such amount into my account.and continue to charge fees.
Business response
07/02/2024
**************** is a resident of ********** Condominium No. 4,Inc. (the Association), which is managed by FirstService Residential.FirstService Residential serves as an agent of the Association and acts at the direction and control of the ****************** of directors. ****************** son damaged the Associations new front door automatic opener system. The incident was video recorded. The Association had the damage repaired, which cost $2,669.65, and sent several letters with evidence of the cost of the repairs to **************** requesting her to pay for the damage as required by the Associations governing documents. When the Association did not receive a response, the matter was turned over to the Associations attorney for handling. Per the direction of the president of the board of directors,with the approval of association counsel, the $2,669.65 was added to ***************** account on March 11, 2024. As **************** chose when she set up autopayments, her account was set up to automatically pay the full balance due to the Association from her account. This authorization initiated an E Check on March 13, 2024, for $3,476.67, which included the door repair costs,March maintenance fees, and the March special assessment fee. This payment was returned for insufficient funds on March 18, 2024 and was not applied to ****************** account. There was an insurance claim made by the Association from which the Association received a payment. The payment was sent to the associations counsel because legal fees were incurred to assist with this matter. The Association has not received the remainder of the payment from counsel yet. ****************** account still reflects the outstanding amount due for the repairs along with other charges.

*************** did submit an official request for records which was reviewed by Association counsel. A document review was scheduled by counsel May 23,2024, from 1:00 pm until 5:00 pm at the ******************* but **************** did not show up or contact management.

Distribution of key fobs was initially handled by the board of directors. However, recently a communication was sent to the community advising residents that they can now pick up fobs from management by coordinating a pickup time via email or telephone. If **************** reaches out, FirstService will schedule time for her to pick up the fob.
Customer response
07/03/2024
Complaint: 21892011
I am rejecting this response because:
It is your responsibility to credit my account for the payment which was made on my behalf May 13th 2024. Almost a month from today. It is illegal for you and your company to attempt to withdraw (and charged me for insufficient funds) from my bank account without my consent!!!
You are to credit my account for my payment. Your internal lack of logistic it is not for me to pay. You taking money without my consent from my bank account it is fraud! Shall you fail to repair this before the end of the week Im going to report it in police department, ****** and press.
*******************************, professor and community advocate

Business response
07/10/2024
Weve already responded that the residents account will be credited when the insurance funds are received.
Customer response
07/14/2024
First residential continues to deny the payment made by my insurance company on May 21st which there is a receipt and release of duty and have attempted not once but twice to debit a charge from my personal bank account unlawfully. Today is July 14th ********************************************************************************** May 21st 2024. It is their responsibility to update customer account immediately!!!! And stop attempting to withdraw funds from my bank account which has NEVER being authorize. I also demand a letter of apologies for all these disruptions.
and the fibs which were denied to my family since November 2023 when the ADA **** was installed and for which having had them my 4 year old would have not manually hold to prevent them from shutting while I enter with luggage. I was ignored several times via email in my request then public ally humiliated when attempting to pick up in person and having to cancel work meeting bc of it. I request you drop of such in your office at our building or ship them after so much inconvenience. Because as far as I know I am still being deny those keys.
Customer response
07/14/2024
First residential continues to deny the payment made by my insurance company on May 21st which there is a receipt and release of duty and have attempted not once but twice to debit a charge from my personal bank account unlawfully. Today is July 14th ********************************************************************************** May 21st 2024. It is their responsibility to update customer account immediately!!!! And stop attempting to withdraw funds from my bank account which has NEVER being authorize. I also demand a letter of apologies for all these disruptions.
and the fibs which were denied to my family since November 2023 when the ADA **** was installed and for which having had them my 4 year old would have not manually hold to prevent them from shutting while I enter with luggage. I was ignored several times via email in my request then public ally humiliated when attempting to pick up in person and having to cancel work meeting bc of it. I request you drop of such in your office at our building or ship them after so much inconvenience. Because as far as I know I am still being deny those keys.
Customer response
07/16/2024

Complaint: 21892011

First residential continues to deny the payment made by my insurance company on May 21st which there is a receipt and release of duty and have attempted not once but twice to debit a charge from my personal bank account unlawfully. Today is July 14th ********************************************************************************** May 21st 2024. It is their responsibility to update customer account immediately!!!! And stop attempting to withdraw funds from my bank account which has NEVER being authorize. I also demand a letter of apologies for all these disruptions.
and the fibs which were denied to my family since November 2023 when the ADA **** was installed and for which having had them my 4 year old would have not manually hold to prevent them from shutting while I enter with luggage. I was ignored several times via email in my request then public ally humiliated when attempting to pick up in person and having to cancel work meeting bc of it. I request you drop of such in your office at our building or ship them after so much inconvenience. Because as far as I know I am still being deny those keys.

Sincerely,

***************************
Initial Complaint
06/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
There is no customer ********************** at all. *********** not fixing issues that they are supposed to fix. *** representative and supervisor not responding at all to emails. Broken sprinkler heads, balcony flooring issues, landscaping issues, not doing anything for homeowners. Taking money and provide no service. Wasting money. No respect for homeowners.
Business response
06/14/2024
Good afternoon. I received this request from your office. This site is Vista at ************** located in Florida. It is part FirstService Residential ************, not the east Region. Please be advised that I will forward this to our South region office and they will be responding.

***********************
*********** - Director of Risk Management
*********************************************************************
Office: ************ | Cell ************
****************************************************

Business response
06/25/2024
*********** is a resident of Vista at ************** (the Association) which is managed by FirstService Residential. As the Associations management partner, FirstService Residential serves as an agent of the Association and works at the direction and control of the ****************** of directors.FirstService strives to provide superior service to the Associations we manage as well as the residents. We apologize for any inconvenience ************ may have experienced. The regional director that oversees the management of this Association reached to ************ and addressed her questions and concerns via email and is scheduling an in-person meeting with ************ as well.
Customer response
07/01/2024

Complaint: 21753835

I am rejecting this response because:
We have never missed a payment to our *** since purchasing the property in 2016. Most of their response entails just being patient to their time in addressing these needs or waiting for a lawyer to *** the builder. Previous ***'s have timely addressed is***s that they were responsible for, Ie a roof leak. They sent out contractors, got estimates, and completed repairs. FSR has still not sent anyone to look at the is***s or make estimates for repairs. They have not addressed simple fixes, such as a broken sprinkler head, and instead, had the landscapers shut off the sprinkler system, which can kill off plants and grass. We have missing sod on our side lawn for years now, so I believe we have tried being 'patient' and nothing gets fixed. Any structural is***s with the builder should be handled by the 10-yr structural warranty with the builder, not by hiring lawyers to ***. The cost of lawyers is much higher than just fixing the is***s that are the ***s responsibility to fix, as per our paperwork at closing. This is our most valuable investment, and it is being diminished by the *** not doing what it is required to do. Our bill for cable has gone from no bill to a fee and they are not addressing this. We have never had to contact Spectrum directly since 2016. In all aspects of their role, FSR is lacking. I do not see why we should continue to pay on our side if they are not providing the services that they are required to provide. Response time to emails of over a month is ridiculous.

Sincerely,

***********************
Business response
07/15/2024
************ is a resident of Vista at ************** (the Association) which is managed by FirstService Residential. As the Associations management partner, FirstService Residential serves as an agent of the Association and works at the direction and control of the ****************** of directors. The board of directors determines how the Association handles maintenance and repair items and it has determined that community wide sod replacement will take place later this year. ************' irrigation issue is being addressed and she's received written correspondence about it. FirstService strives to provide superior service to the Associations we manage as well as the residents and we apologize that ************ feels she has to wait longer then she would like to receive responses to some of her inquiries.
Customer response
07/18/2024

Complaint: 21753835

I am rejecting this response because:
Our closing paperwork lists all outside maintenance as covered by hoa, we we told to not even have outside coverage to unit in our homeowners policy by the builder, as it is the hoas responsibility.
Outstanding issues are an issue with eve under roof and flooring of balconies.
No landscaping issues have been resolved. Irrigation still broken, sod not replaced. In addition the following :
Driveway has weeds, which were treated by previous hoa. Bugs have begun to infest first floor, this is a first time occurance with this hoa. Plugs used to be placed by pest company.
Once again, our payments have not ceased but what is supposed to be included in fees is not being covered by those fees.

Sincerely,

***********************
Initial Complaint
06/19/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Check was mailed from my bank on March 26th, 2024 for ***** maintenance payment. They say they did not get it until ***** 13 and charged a late fee. I have used this same system for 24 months to pay maintenance with no issues. They somehow didnt get the check for 18 days through the US mail, when this has never been a problem before, and somehow blame me. In the meantime, while they refuse to do the right thing, they are assessing a late fee every month that I dont pay that $25 late fee. So we are at $75 right now. These fees should be waived as I paid the way I always do and the problem was most likely on their end and they refuse to even consider that possibility.
Business response
06/25/2024
************ is a resident of The Residences on *************** Condominium (the Association) which is managed by FirstService Residential. As the Associations management partner,FirstService Residential serves as an agent of the Association and is tasked with implemented the terms of governing documents as directed by the ****************** of directors. When ************ reached out and questioned the late fee in April 2024 FirstService researched the issue and determined the April assessment payment ************ directed his **** to send was not received by until April 12, 2024. The funds cleared Mr. ***** **** account on April ************* the funds were received after the payment due date a late fee was assessed as required per the governing documents. FirstService explained the reason for the late to ************ and encouraged him to contact his **** about the date the **** issued the payment.
Customer response
06/26/2024
Again, the check was mailed by the bank on March 26. They claim to have only received it on April 12. As questionable as the **** can be sometimes, I find it highly unlikely that it would take 17 days for the check to be delivered. This was a one time incident caused by either **** or their own office. Late fees should be waived. They are being unreasonable.
Initial Complaint
05/22/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
FirstResidential took over the *** at ************** in *****, ** in March, 2024. Since then, I have been in contact with them on several occasions to request that they remove late fees and stop payment fees on my account. I have provided a **** of America Letter to them stating that my bank account was active and had enough funds to cover the *** fee (which I have attached here). On 4/23/2024 I received an email from *************************** stating that the matter would be forwarded to their "banking team." One month later, and still no resolution. Today, I see that additional fees of $36 have been added to my account and to date, no one has contacted me. I am requesting that the current amount of $96 be removed from my account.
Initial Complaint
04/28/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We are supposed to receive at ****************** an a/c air filter replacement twice a year. Instead, FirstService STOLE my air filters that were stored in my a/c closet INSTEAD OF providing the complimentary filter.You STEAL my air filters that DO NOT BELOW TO YOU. YOU STOLE FROM ME!!!!!You were supposed to replace the filters twice a year with the filters that you provide, not STEAL mine. I am so upset that you charge exorbitant fees and lack the decency of replacing with a prepaid filter. *************** you used to change out filters also damaged my a/c closet and a/c unit and it is not the SAME!!!! The air filter does not fit in the slot like it used to. You are a horrible company and you need to replace the filter you STOLE from me. How dare you steal my filters when you were supposed to provide a replacement, the LEAST YOU COULD DO!!@!!!!!! WHEN CHARGING RIDICULOUS FEES.
Customer response
04/29/2024
Please cancel this complaint.
21638175
It has been resolved.
Customer response
04/29/2024
This matter has been resolved. Please close out this complaint.
Initial Complaint
04/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
The agent representing the home owners association has failed to performed its duty for Towne Place town homes association and as a result has caused several business loss. This is our second client trying to rent our town home and is not getting any response from the association or the agents representing the association. However, application fees, homeowners association fees are still being collected and process. Our records show that myself as owner, realtors, third party interest have all reached out and no response.
Business response
04/10/2024

************** is a resident of Town Place ******************************** (the Association)which is managed by FirstService Residential. FirstService takes direction from the ****************** of directors in matters concerning tenant approval. ************** has been in touch with the Board President and his application for a tenant has been approved for a lease beginning May 1,2024.
Initial Complaint
04/09/2024
Complaint Type:
Product Issues
Status:
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.
Business refused to return security deposit within the timelines stipulated by Florida Statutes. Claimed to have mailed the check but was never received. Never responded to multiple requests to reissue check and have since been fired by the condo so have walked away from what was their legal responsibility to return security deposit check to tenants and owners. Gross negligence and willful misconduct.
Customer response
04/09/2024
The building is Cite on the Bay
Customer response
04/10/2024
*******************
********************* Apt 1606
I had paid the security deposit for the tenant who's lease ended on January 31, 2024. As of today lease funds have not been returned to me, so management company is in breach of Florida Statutes. FSR has since been fired from the building so at this point they are unable to do anything about it - and the issue remains unresolved. This complaint should remain on their record since they failed to abide by Florida Statutes in not returning my security deposit.
Business response
04/25/2024

BBB Complaint # ********

************ is a unit owner at Cite Condominium which was formerly managed by FirstService Residential. We researched the issue of the security deposit check that he did not receive. The check was inadvertently mailed to an incorrect address, and we apologize for this inconvenience. The check was not cashed. Since FirstService is no longer the manager for Cite Condominium, we are going to contact the new management company and request that they reissue a new check. We ask that *********** provide his phone number and email address so that we can contact him if necessary.
Business response
04/25/2024
************ is a unit owner at Cite Condominium which was formerly managed by FirstService Residential. We researched the issue of the security deposit check that he did not receive. The check was inadvertently mailed to an incorrect address, and we apologize for this inconvenience. The check was not cashed. Since FirstService is no longer the manager for Cite Condominium, we are going to contact the new management company and request that they reissue a new check. We ask that ************ provide his phone number and email address so that we can contact him if necessary.
Initial Complaint
03/28/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
First Service Residential collected my payment of $242.43 12/29/23. In January we were informed this company was fired and a new company was hired to manage the property. First Service Residential collected 2 HOA payments and a Condo payment from us for dues on 2 properties, On 1/11/24 the 2 HOA payments were electronically refunded to our bank account however they have kept/stolen our condo payment of $242.43. My emails and phone call have gone unanswered and their behavior is egregious. They need to refund the money they stole from my business ********************. as that is how our property ownership is titled, I have a attached a copy of the email I sent on 3/5/24 and a copy of the bank withdrawal. I hope you can help because apparently there is NO state regulation on these property managers.
Business response
04/10/2024

Our accounting manager and supervisor have set a call with ************************* to discuss her account. They hope to offer an explanation as to how her funds were transferred to the new management company and resolve ***************************** concerns.
Initial Complaint
02/07/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I moved into a property managed by First Service Residential Florida back in July of 2022 and moved out Aug 29th, 2023. Upon moving in, I paid a deposit of $600 to FSResidential for a common area deposit. Five months after moving out, they still have not refunded my deposit. First they sent a check with my realtors name on it and I was unable to cash the check. Then when I requested it to be reissued, I received no answer for 3 months. I am still trying to get my deposit refunded but now they refuse to respond or let me know what the status on my refund is. Florida law states deposits must be returned within 15 days of move out, but it has been 5 months and still no response.
Customer response
02/13/2024
Hi, I was on a business trip and couldnt respond to the messages about my complaint. Is there any way we can reopen this complaint? The property in question is *******************************.
Customer response
02/13/2024

Complaint: 21257965

The property in question is *******************************.

Sincerely,

Ege *********************
Business response
02/16/2024

************** was a renter at the ******************************* Condominium Association. We apologize for the difficulty he had with the return of the security deposit paid to the association. The check was initially made out to **************** real estate agent because she was the one who provided the security deposit funds.The check has been reissued to ************** and it was sent to him via ***** on February 15, 2024.
Customer response
02/20/2024
Hi ****,
I have received the companys reply and while I am not unsatisfied with the response, I do not trust it until I receive the check in my inbox. They have said on the past that they sent the check when they did not. Is there any way we can keep the complaint until I have confirmation of receipt of the check?
Thanks!
Customer response
02/26/2024

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,

Ege *********************
Initial Complaint
01/25/2024
Complaint Type:
Order Issues
Status:
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.
The president of this community refused to approved a request to paint the driveway.Then I was told by another member of the board that the company First Services own the driveway no me, so why I need to pay for the repairs, when I don't own it. The property manager ************************* refuse to do anything, she even avoid to talk to me. She is good for anything anyway.I want to clarify why should I pay for repairs of the property they owned.I have send request for approval for the repairs, they don't approved anyway, the president ******************* do not tried to resolve this matter, they just dragging their feets on this matter since 12/20/2023. They ask for things that there none of their business anyway.
Business response
01/30/2024

********************* is a resident of ****** I in *********************** which is managed by FirstService Residential. However, Ms. ******* complaint is not regarding the property where she resides. It appears that **************** is purchasing a unit in another association managed by FirstService Residential known as Gloucester D (the Association) which is owned by *************************** and her complaint is related to the Gloucester D property. On behalf of ***************************, ********************* submitted a Request for Alteration form to replace the replace the coating (paint) on the driveway. The ***** of ********* of Gloucester D informed ********************* that the form was incomplete and that type/brand and color of product that would be used for the project has to be included with the application prior to it being reviewed. The application was returned and the ***** of ********* is waiting on a complete form to be submitted. To clarify the owners responsibility regarding the driveway, it is a Limited Common area for which the Association is responsible for the repair or replacement of the driveway and the unit owner is responsible for the driveway coating. *************************** should have a copy of the governing documents and has access to the documents via the Community Web Page and should refer to the information contained in the documents.

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