Complaints

This profile includes complaints for FirstService Residential Florida, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  FirstService Residential Florida, Inc.

  2950 N 28th Ter Hollywood, FL 33020-1301

  
• 

  FirstService Residential Jacksonville

  6620 Southpoint Dr S Ste 610 Jacksonville, FL 32216-0912

  
• 

  FirstService Residential Florida, Inc.

  11621 Kew Gardens Ave STE 200 Palm Beach Gardens, FL 33410-2853

  
• 

  FirstService Residential Florida, Inc.

  543 NW Lake Whitney Pl STE 101 Port Saint Lucie, FL 34986-1604

  
• 

  FirstService Residential Jacksonville

  6620 Southpoint Dr S Ste 610 Jacksonville, FL 32216-0912

  

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:03/10/2025

  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.

  I am submitting a formal complaint against the ************************ and its management company, FirstService Residential, for unjustified *** fees, lack of transparency, and financial harm caused by their deceptive practices.I have been a homeowner in ********* since 2007. Throughout this time, I have been charged *** fees without any clear explanation or evidence of services being provided in exchange for these payments. I have not seen any amenities such as pools, gyms, security services, or any other tangible benefits that would justify these ongoing fees. Even if such amenities do exist, they are either not within reasonable reach, inaccessible, or unavailable to me as a homeowner.I have made multiple requests for a clear breakdown of these fees and have received no satisfactory response from the Association of Poinciana or FirstService Residential. Their lack of transparency, refusal to provide proper justification, and continued billing practices have created an alarming financial burden.Key Issues:Non-Existent or Inaccessible Amenities: There are no visible amenities (such as pools, gyms, security, etc.) available to homeowners. If any amenities do exist, they are either not accessible or located outside the reasonable reach of the residents.Lack of Transparency: I have requested clear documentation explaining what these fees cover, but I have not received any substantial information.Unfair Financial Practices: The *** is charging homeowners for services and amenities that do not exist or are not accessible, which I believe constitutes a fraudulent or deceptive business practice.Fear of *********************** Harm: Due to these unfair and unexplained fees, I am deeply concerned that these ongoing charges could lead to foreclosure, liens, or other severe financial consequences. The ***s persistent billing practices and lack of response have caused significant stress, and I fear they could take actions that would threaten my homeownership

  

  Business Response

  Date: 03/18/2025

  The resident lives at the *********************************,which is managed by FirstService Residential. We serve at the direction of the ****************** of directors and endeavor to support the vision and policies the board has set for the community.

  Thanks so much for providing this feedback! We understand you have some questions about what your HOA fees cover and how they are used to maintain and improve the community. For a detailed breakdown of what these funds contribute to, you can visit the communitys website, ********************, where youll find a comprehensive list of amenities and programs supported by these fees. We have also sent regular updates to you regarding your account balance.

  We value your membership in our community and are happy to address any additional questions or concerns you may have.

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23043494
  
  I am rejecting this response because:

  The HOA is problematic because it collects fees without providing any actual amenities or services in return. Residents are expected to pay for community upkeep, yet there are no visible amenitiessuch as parks, recreational areas, or even basic maintenance of common spacesleading to frustration and a sense of being financially exploited. This lack of tangible benefits undermines the purpose of the **** leaving residents feeling that they are paying for nothing.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 03/18/2025

  The association offers a host of amenities and lifestyle programs. Please visit the website for a full explanation. We will share your feedback with the team and use it to improve our service delivery to you and your community.

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23043494
  
  I am rejecting this response because:

  Misconduct, coercion, financial exploitation, and legal violations. Despite charging escalating fees annually, the Association fails to provide any tangible amenities or services. The nearest amenities are over a 15-minute drive away, and there are no accessible or maintained amenities within walking distance, making the fees unjustified and unreasonable. This violates Florida Statute 720.303(4) (failure to disclose financial records) and 720.3085(1)(a) (unjustified fee increases). Their repeated threats of foreclosure over disputed fees amount to harassment and coercion, violating the Florida Consumer Collection Practices Act ****** and the Fair Debt Collection Practices Act (FDCPA). Additionally, their attempt to penalize me for alleged violations during my military deployment breaches the Servicemembers Civil Relief Act (SCRA). The coordinated actions between the Association, and FirstService Residential reflect a conflict of interest designed to extract financial gain from homeowners through excessive fees and legal intimidation. I request the BBB to investigate these entities and hold them accountable for these violations.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/27/2025

  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.

  My HOA management company switched to First Service Residential in late 2023. I had no outstanding fees owed to the previous company. When I switched to First Service Residential I noticed a $300 outstanding balance. I inquired what the charge was for and they told me it was for a Capital Contribution for a new home buyer in our community. I reviewed my closing docs and saw that I already paid the $300 Capital Contribution at the time of closing. Which is why I had a $0 balance with the previous company. My first time contacting First Service Residential was on 2/29/24 where I provided a copy of the closing documents showing the Capital Contribution was paid at closing. They requested I provide a copy of the cashed check. I was able to reach out to the closing company and they provided me a copy of the check which I then provided to First Service Residential on 4/22/24. They acknowledged receipt and said they would be reviewing the case. Starting in September of 2024, they have began charging me monthly collection fees ($36 per month). I have again reached out multiple times and they reversed 3 month of collection fees ($108) with the last reversal being in December of 2024 but they continue to charge a monthly collection fee and have not reversed the original $300 Capital Contribution charge. In January of 2025 on top of the monthly collection fee they charged a Late Fees ($25) and began charging monthly interest ($0.54). My current outstanding balance as of 2/27/25 is $434.08 which consists of the $300 Capital Contribution and the remaining $134.08 is a sum of collection fees, late fees and interest. My last attempt at contact with First Service Residential was on 2/5/25 which I have not heard back from. I am requesting that the Capital Contribution and all collection fees, late fees and interest totaling $434.08 as of 2/27/25 be removed from my account.

  

  Business Response

  Date: 03/05/2025

  The homeowner lives at **************, which is managed by FirstService Residential. We serve at the direction of the ****************** of directors and endeavor to support the vision and policies the board has set for the community.
  
  Thanks so much for reaching out with these concerns.Unfortunately, the prior management company did not provide complete financial records, which has created unexpected challenges in reconciling resident accounts.
  
  We see that your capital contribution payment was received but not properly processed due to missing invoices from the prior ************************* a result, late fees and interest were incorrectly applied to your account.Please rest assured that all such charges will be fully credited back to you.
  
  We are currently working diligently to organize and reconcile all financial records, a process that requires careful review and approval by the board. We expect this to be completed within the next two weeks. Once finalized, we will update your account accordingly.
  
  We sincerely appreciate your patience and understanding as we work to reconcile these issues. Thank you for being a valued member of the community.

  Customer Answer

  Date: 03/16/2025

   
  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:02/26/2025

  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.

  We have tried contacting multiple people at this ************* to help us get corrected HOA docs that we need in order to get our borrower's refinance completed and closed so that he can sustain his living situation. They are holding up our ability to close on his loan and it's costing him money. No one responds to our emails or our phone calls.

  

  Business Response

  Date: 03/05/2025

  Thanks for reaching out to us about this situation and for providing additional details in our email communication with you. We saw that the property manager provided the information you requested on March 3 and quickly revised it for you when it wasnt in the correct order.

  We sincerely apologize for any inconvenience this might have caused! You also have a new contact at our organization who can facilitate requests quickly if needed. Please feel free to contact us again if you need further assistance.

  Customer Answer

  Date: 03/05/2025

   
  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:02/23/2025

  Type:Service or Repair 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.

  On January 7th I discovered mold in my condo. Contacted the office &they sent someone out to look, I was told by maintenance that this was caused from a leak by a neighboring unit or common element building pipe that should have been addressed properly in the past. I was then advised the *** would be filing an insurance claim. No one remediated or cleaned the mold, I had to clean it myself, it was my understanding someone should have been sent to properly clean this up. A month went by and after several emails which I never received an answer to or any communication I reached out to ***** ****** for an answer as to what is being done regarding the health hazard and situation. He stated there was miscommunication & that it was noted that Maintenace had told me to call my own insurance company and file a claim. I submitted my insurance claim on 2/12/2025, the insurance told me they needed to know what unit or units caused the leak which led to the mold and if the leak had been fixed. I called the office on 2/14 & they said they would get back to me once they looked at the maintenance records. I followed up with an email on 2/17 and have yet to hear anything back. I also reported other ceiling stains and leaks which have never been resolved in 3 other different places in my home. I have since then been sick, with one event requiring me to have an inhaler issued as I started having problems breathing. I would like to see all of the maintenance records with the previous calls and what was done in my unit since this has been an ongoing issue which the management company failed and still is failing to address and take full responsibility for. I understand they work for the *** and follow the governing documents and bylaws, however that is not an excuse to blatantly disregard my requests for an answer so that my insurance company can move forward. Maintenance should have properly investigated this issue and advised all parties involved, I need a resolution.

  

  Business Response

  Date: 03/05/2025

  The resident lives at ***********, which is managed by FirstService Residential. We serve at the direction of the ****************** of directors and endeavor to support the vision and policies the board has set for the community.
  
  Thank you for bringing this issue to our attention. We checked in with our team and learned that your unit was inspected on Feb 24. It was determined that all three leaks stem from the neighboring units. Our property manager contacted those homeowners for you to facilitate a resolution.The Association is responsible for the drywall installation, and it will be replaced once the leaks are remediated.
  
  Our property manager has been in ongoing communication regarding this situation, but if there were any missed connections along the way, we sincerely apologize. If you have any further questions or need additional assistance, please dont hesitate to reach out. We appreciate your understanding and value you as a resident in our community.

  Customer Answer

  Date: 03/05/2025

   
  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:02/14/2025

  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.

  When First Residential was hired by my HOA representatives, I owed a $100.00 fine. I was not sure how to pay the fine and was instructed to drop a check off at the onsite office. I personally dropped off the check on November 8th, 2024. Time began to pass, and the check was never cashed. I inquired several times by email. Sometimes my email was answered most times, it was ignored. After writing a negative review on ******, my check was finally cashed almost 3 months later. The check cleared my bank on 1/31/2025. To date, the payment has not been posted to my account. The reason for the complaint here is because I set up their auto payment system to charge my account for the monthly assessment. Not only did the payment processing system charge the monthly assessment but they also charged me for the $100.00 that they neglected to post to my account after 2 weeks. I sent yet another email yesterday morning which they have not responded to. They are mismanaging my account, and I suspect they are mismanaging many other accounts. This is completely unacceptable.

  

  Business Response

  Date: 02/26/2025

  The resident lives at the ****************, which is managed by FirstService Residential. We serve at the direction of the ****************** of directors and endeavor to support the vision and policies the board has set for the community.

  Thank you for bringing this to our attention. It looks like your payment was processed twice. We sincerely apologize for any frustration this may have caused. Within the next week, we will be issuing a credit to your account to correct this. We appreciate your patience!

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22941870
  
  I am rejecting this response because it is still not resolved to my satisfaction and it appears that it will be at least another week or so before it is.

  This silly transaction has been going on since November 2024.  If this were my company I would be extremely embarrassed.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 02/27/2025

  We completely understand the frustration this situation has caused. To provide some background, we found that the original violation fee was assessed under the previous management, but the payment was made to us. It was processed as a cash transaction and unfortunately did not properly post to your account.

  We are actively working to correct this to ensure that your account is properly credited. We apologize for any inconvenience this might have caused.Our goal is to always be genuinely helpful, and we aim to improve our service delivery to you and your community.

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22941870
  
  I am rejecting this response because First Residential was fully aware that the violation had been levied by the previous management company. There was nothing to "discover" because I was very clear to the first ****** in First Residential who I asked about paying the fine.  They told me "Just drop off a check and we'll take care of it."  Here we are approaching four months later, and the issue is still not resolved.  Had I not made a complaint on ****** and with the BBB, I would have probably been waiting even longer.  I understand that the amount here is insignificant.  The point here is the principle.  If a simple issue like this cannot be addressed in a reasonable amount of time, how can I trust this company to act as a ******* for my homeowner's association?
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:02/07/2025

  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.

  My wife and I are severely disabled. I am paralyzed from the chest down. My wife is autistic. We pay $460 a month for ASSOCIATION FEES for use and maintenance of the pool and or hot tub and other clubhouse amenities, however due to our disabilities we need an ADA ***** The Association refuses to pay for them and we are on SSDI and barely get by. We feel we pay for a service we will never be able to use.

  

  Business Response

  Date: 02/14/2025

  The resident lives at **********,which is managed by FirstService Residential. We serve at the direction of the ****************** of directors and do our best to support the vision and policies the board has set for the community.

  Thank you for reaching out to share your concerns. We understand the challenges you and your wife face and appreciate your openness in bringing this matter to our attention.

  After reviewing your request, we sought legal counsel to better understand what can be done within the framework of the communitys guidelines. We learned from our team that this request has already been addressed by the association attorney. While the Association is unable to take on the cost of individual modifications, you have the option to install and maintain the equipment at your own expense.

  Please know that your feedback is important to us, and we will continue to keep accessibility improvements in mind as we work under the directive of your board of directors to plan for future enhancements to the community.

• Initial Complaint

  Date:02/07/2025

  Type:Order 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.

  Complaint Against FirstService Residential ****************** Permit Mismanagement In October 2023, the Mirage Condominium pool was cited for multiple violations, including an expired ******************** (***) permit. The *** granted an extension until July 2024, yet management failed to take action. My repeated inquiries to property manager ******* ****** were ignored, forcing me to contact the *** and the Town of ******** directly. On February 4, 2025, the pool was shut down again, and I learned that the associations pool had been unlicensed for years.Rather than addressing this serious issue, Ms. ******* under the supervision of ******** ******** scheduled a Board meeting where the pool permit matter was deliberately placed at the bottom of the agenda. Instead, the focus was on forming a grievance committee. During the meeting, in the presence of FirstService Residential Vice President ***** *****, multiple individualssome of whom I had never mettook turns publicly criticizing me for inquiring about the pool permit. I was questioned about my motivations, told I should sell my unit if I was unhappy, and falsely accused of working with the *** to create problems. received almost identical emails as well. This was a blatant act of retaliation, seemingly orchestrated by the property manager and supported by certain Board members, for simply requesting compliance with health and safety regulations. Instead of ensuring proper management, FirstService Residential leadership stood by and allowed the harassment to unfold.Harassment and retaliation against association members are unacceptable. I request immediate action to address both the mismanagement of the pool permit and the retaliatory behavior by FirstService Residential staff..

  

  Business Response

  Date: 02/19/2025

  The resident lives at the ******************, which is managed by FirstService Residential. We serve at the direction of the ****************** of directors and endeavor to support the vision and policies the board has set for the community.

  We appreciate you seeking clarification on matters associated with the pool. The board engaged a pool contractor to construct the pool that is currently at the property. Permits were approved by all County and Town inspectors, and inspections were approved. The Association also engaged a pool maintenance company to ensure the pool was properly maintained.

  Please know that our goal is always to provide respectful and fair service to all residents. Please dont hesitate to reach out if you have any additional questions or concerns.

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22911415
  
  I am rejecting this response because:

  
  I am writing to formally express my dissatisfaction with the recent response provided, which I found to be lacking sincerity and consideration. The closure of the pool since October 2023, now entering 2025 without resolution, necessitates an explanation and immediate action.
  
  Moreover, I am deeply concerned about the manner in which I was treated during the Board meeting. The public reprimand for exercising my right to inquire about my property is unacceptable. According to the Florida Condominium Act, Chapter *******, association members have the right to speak and ask questions regarding the operation and management of the condominium. Furthermore, Florida Statutes Section 718.111(12) provides the right to access association records, ensuring transparency and accountability. It is imperative that the property manager, regional manager, and vice president are reminded of the rights afforded to association members.
  
  Additionally, I cannot condone further admonishment from Ms. ******** ******* for "making trouble." ******************** failure to assume responsibility for the pool closure and the attempt to unjustly assign blame to a resident is an egregious misallocation of accountability, directly contravening the property management contract. The manager's violation of ******************** regulations and engagement in unlawful activities is particularly alarming. Under Florida law, specifically Chapter 509, public pool standards must be adhered to, and any breach should be thoroughly investigated and rectified.
  
  Given these circumstances, I formally request a comprehensive investigation into the management practices surrounding this issue. It is essential to evaluate the decision-making processes and ensure compliance with all relevant statutory and contractual obligations.
  
  I request a detailed and immediate response to these matters. Why is the manager who has breached these regulations still in their position? I anticipate prompt corrective action and a transparent approach to resolving these issues
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 02/19/2025

  We understand your frustration and aim to improve our service delivery to you and your community. Our goal is to always be genuinely helpful as we support the vision and the policies your board of directors has set for the community. Thank you for taking the time to provide this feedback!

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22911415
  
  I am rejecting this response because:
  am writing to formally express my dissatisfaction with the recent response provided, which I found to be lacking sincerity and consideration. The closure of the pool since October 2023, now entering 2025 without resolution, necessitates an explanation and immediate action and a association public message retraction! .
  
  Moreover, I am deeply concerned about the manner in which I was treated during the Board meeting. The public reprimand for exercising my right to inquire about my property is unacceptable. According to the Florida Condominium Act, Chapter *******, association members have the right to speak and ask questions regarding the operation and management of the condominium. Furthermore, Florida Statutes Section 718.111(12) provides the right to access association records, ensuring transparency and accountability. It is imperative that the property manager, regional manager, and vice president are reminded of the rights afforded to association members.
  
  Additionally, I cannot condone further admonishment from Ms. ******** ******* for "making trouble"  and  '"find a hobby'". The management's failure to assume responsibility for the pool closure and the attempt to unjustly assign blame to a resident is an egregious misallocation of accountability, directly contravening the property management contract. The manager's violation of ******************** regulations and engagement in unlawful activities is particularly alarming. Under Florida law, specifically Chapter 509, public pool standards must be adhered to, and any breach should be thoroughly investigated and rectified.
  
  Given these circumstances, I formally request a comprehensive investigation into the management practices surrounding this issue. It is essential to evaluate the decision-making processes and ensure compliance with all relevant statutory and contractual obligations. Public apology and retraction!
  
  I request a detailed and immediate response to these matters. Why is the manager who has breached these regulations still in their position? I anticipate prompt corrective action and a transparent approach to resolving these issues.
  With best regards ****
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:02/06/2025

  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.

  This ongoing issue involves ********************* and beach community in ***************. ***** communities blue Heron Egret and Spoonbill have been paying for over two years for a pool that is sitting perfectly swimmable, but unable to use there has been absolutely nothing done in order to make this happen we understand there is a new bathhouse we have now all paid close to 5k for three to four months ago for this to be completed. Still nothing. We have been paying for the upkeep of the swimming pool for over two years on a monthly basis With no access to it this is criminal. This is unacceptable. This company is impossible to get any information from. Unfortunately, a lot of the people in this community are elderly and really dont have the time or effort to deal with this conglomerate, please respond to me ****. I will be planning to put this on a television issue in ************** if I do not have a response, we are entitled to refunds or we are entitled to notice what is going on they have a fiduciary to respond to all of us, but they just dont care Pearl is supposedly and I say that lightly our manager via first service I dont think there is such a person as pearl. Please get back with me. I am an owner in **********. My address is *************.. I have 99% off the residents behind me and this is the beginning of whats going to be a big big problem if we do not hear some sort of satisfaction . Your immediate attention would be greatly appreciated as it has greatly impaired our ability to sell Our units at a fair and marketable Price ***** *******.

  

  Business Response

  Date: 02/19/2025

  The resident lives at ******************, which is managed by FirstService Residential. We serve at the direction of the ****************** of directors and do our best to support the vision and policies the board has set for the community.
  
  We understand your frustration with the extended timeline for the Lakeside Pool Renovation. Please note that our company is not managing the project. Project management is overseen directly by the Association, and we expect someone from the board of directors to be reaching out to you soon.
  
  Despite delays caused by unforeseen permitting challenges, the ********************************** has made progress. Updates about this project are shared at board meetings and on the resident portal.
  
  We truly appreciate your patience as the Association works to complete this important project. Please dont hesitate to reach out with any further questions or concerns.

• Initial Complaint

  Date:02/04/2025

  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.

  Hello. After Hurricane *****, the roof leaked in many places since my apartment number 502A is on the top floor. I contacted the insurance company and filed a claim. This was in September 2024. The insurance company, after the inspection, refused to pay this claim because the roof repairs were not made in due time. I wrote an email to the management board of directors and the president of the association. They told me to make a professional estimate for the repairs. I made an estimate and sent it to all authorities. The board of directors responded to my email and told me that I would receive a check for $ ******** according to the estimate within two weeks. Four weeks have passed, I have not received a check and no one is responding to my requests. Please help, I do not know who to contact. You are the last resort. I have all communication emailes with the management, board of directors and president of the associattion.

  

  Business Response

  Date: 02/07/2025

  The resident lives at *****************, which is managed by FirstService Residential. We serve at the direction of the ****************** of directors and do our best to support the vision and policies the board has set for the community.
  
  Thank you for reaching out. We understand how frustrating delays like this can be and appreciate your patience throughout the process.
  
  While the board initially anticipated a two-week timeline, the nature of the submitted documents led to an extended processing period. We acknowledge that this took longer than expected, and we truly regret any inconvenience this caused. However, were pleased to confirm that your reimbursement check has now been delivered via FedEx.
  
  Our property manager has been in ongoing communication regarding your claim, but if there were any missed connections along the way, we sincerely apologize. If you have any further questions or need additional assistance, please dont hesitate to reach out. We appreciate your understanding and value you as a resident in our community.

  Customer Answer

  Date: 02/21/2025

   
  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:01/29/2025

  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.

  Lets start by saying that FirstService Residential has an average of 1.5 star reviews on the most popular review platforms. It is the most incompetent organization I've ever had the displeasure of doing business with. I have begged, pleaded, called and sent e-mails to correct the financial errors on my account all to no avail. You will never hear a solution from them. They will direct you to the community management. So what are we paying them for? On the other hand, the community managers rarely answer e-mails or return phone calls. And in some occasions they even hung up on you, which is absolutely unacceptable. They don't even understand their own CC&R's and good luck getting them to assume accountability for anything. I have been given the run around to get a billing issue resolved now for months. On Dec. 2, 2024 FirstService Residential unauthorizedly withdrew money from my bank account, an act that constitutes criminal fraud (see attachment 1). Any unauthorized use of your payment details by a third party is considered an act of fraud. So, after a 10 day investigation, on Dec. 15 2024, my bank decided in my favor and the fraudulent withdrawal (for the amount of $1,607.78) was reversed. Now, *** has the audacity to send me a letter stating that as a result of this reversed payment, I not only owe the original amount of $1,607.78 but an additional $30 fee for bank charges (see attachment 2). Please note: Proof of such obligation has not been provided to me despite multiple requests. So, 1. I would appreciate information on that particular obligation for the amount of $1,607.78. And 2. I request a collection account break down on a previous balance of $1,649.48 I paid in the month of October 2024 (see attachment 3). I have requested this for months and been ignored.FSR is well known for not disclosing info regarding what their charges are for. Regrettably, If I'm not able to successfully resolve the dispute I will be forced to resort to legal action.

  

  Business Response

  Date: 02/06/2025

  The resident lives at The *****************, which is managed by FirstService Residential. We serve at the direction of the ****************** of directors and do our best to support the vision and policies the board has set for the community.

  Thank you for sharing your feedback. We sincerely apologize for any frustration this situation has caused you. After checking in with our team, we learned that your ******** account was set up as a recurring payment for the balance due, which is why that amount was withdrawn from your account in December.

  In regard to the previous balance, we just pulled the historical ledger for your account. Our regional director will be contacting you directly to provide this information to you.

  We understand how important timely and clear communication is, and we regret any inconvenience you may have experienced. For any additional concerns, please dont hesitate to reach out to your property manager. Were happy to assist you.

  Customer Answer

  Date: 02/15/2025

   
  Complaint: 22873168
  
  I am rejecting this response because it is totally unacceptable, as I explain below these lines.  

  1. This is how the Regional Director of *** justifies the fraud committed when they unauthorizedly withdrew money from my bank account :  Based on our review it is our understanding that when your Click-Pay account was set up the option to pay as a recurring payment for the balance due was selected (see attachment 1). Firstly, a ClickPay agent did the set up of the automatic payments via my bank account. I was never informed that there were no limit restrictions on what amount they could withdraw. Secondly, according to the *** Regional Director, since there were no limit restrictions they felt entitled to withdraw whatever amount of money they wanted from my bank account without authorization, proof of such obligation or even a simple notification. Apparently the excuse given by the Regional Director didn't work out with the bank since after a ************************************ my favor and the fraudulent withdrawal, for the amount of $1,607.78, was reversed. Any unauthorized use of your payment details by a third party is considered an act of fraud. 

  2. In the attachment sent by the *** Regional Director, again, numbers were presented but no explanation was given regarding what was requested in the complaint: a.) Information on that supposed obligation for $1,607.78.  And b.) A collection account break down on a "previous balance" of $1,649.48, paid in full in the month of October 2024. This last request was totally ignored. By law, the creditor must have substantive evidence showing that the debt exists, and be able to document the amount of the debt when asked. All they do is present a ledger with numbers but they dont explain where do those numbers come from. Ironically, I was the one who ended up giving explanations to *** regarding why I dont owe those $1,607.78 they unauthorizedly withdrew from my bank account (see attachment 2). 

  3. And to add insult to injury, FSR ended up blocking the ClickPay account assigned to my unit/apartment, so I can't access the account. It's been a week since I contacted *** requesting a solution to this issue but you will never hear a solution from them, they will forward your complaint to the condo management. But, apparently they didn't notify the ***** manager since I never heard from him. So I directly contacted him via a phone call and an email, but as I stated in my complaint, condo management rarely answer e-mails or return phone calls...

  Customer Answer

  Date: 02/15/2025

   

  To conclude, I recently paid a bill of over 2K (with late charges and interest income) because the ClickPay account that makes the Special Assessments payments had not been in autopay for months, and no notice was given by *** about this so-called auto pay glitch. The total balance FSR claimed was owed RETROACTIVELY in special assessments fees to October 22/2024, has already been paid (see attachment 3). On the other hand, I have never defaulted on any maintenance fee payments and to this day continue to pay on time every month. Fortunately, for 15 years I've always paid via personal check. Until recently, no automatic payments were involved. 

  Customer Answer

  Date: 02/15/2025

   

  To conclude, I recently paid a bill of over 2K (with late charges and interest income) because the ClickPay account that makes the Special Assessments payments had not been in autopay for months, and no notice was given by *** about this so-called auto pay glitch. The total balance FSR claimed was owed RETROACTIVELY in special assessments fees to October 22/2024, has already been paid (see attachment 3). On the other hand, I have never defaulted on any maintenance fee payments and to this day continue to pay on time every month. Fortunately, for 15 years I've always paid via personal check. Until recently, no automatic payments were involved. 

  Customer Answer

  Date: 02/18/2025

  Final BBB info submission and update
  
  The response to my complaint letter has not been effective. Here are the Facts:
  
  1. Firstly, Simplifying what I consider a complex accounting ledger is something that neither *** nor The Grand Condo are willing to do. In my complaint letter I requested: 
  a) Information regarding a supposed obligation of $1,607.78 that generated the unauthorized withdrawal of money from my bank account on Dec. 2, 2024. After a 10 day investigation this transaction was reversed by my bank. Proof of such obligation has not been provided to me yet. 
  b) A collection account break down on a "previous balance" of $1,649.48, paid in full in the month of Nov. 2024. This request has also been ignored. Im not an accountant and if I ask for a break down of a previous balance or other charges, by law, they must be able to document the amount of the debt when asked. 
  
  2. Secondly, *** and The Grand condo management refuse to acknowledge the fact that the accounting office at *********, on 08/16/2024, improperly cashed a check they argued was never received. Therefore, my bank account was charged TWICE for the month of June 2024 maintenance fee. (attachments 1, 2 & 3). Despite that the condo manager and *** were notified of this fraudulent transaction, the unit ledger has not been updated and condo management has not taken the corrective action needed, including paying Interest income; $37 overdraft fee; and Late fees, which I demand they pay. After all, it is a two way street and they have to play their part as well. 
  
  3. Thirdly, according to the new bill the accounting office at The Grand sent me last Friday, Feb 14 2025, the ledger still depicts a 2024 missed maintenance fee payment (Dec 2024) because the ledger has not been updated. Apparently, neither *** nor The Grand Condo management understand simple and straight to the point explanations and corresponding attachments. So, maybe they can understand numbers? All they need to do is count how many maintenance payments were withdrawn from my bank account in 2024, the answer is TWELVE.
  
  This confirms that not only FSR but The Grand Condo Management have engaged in the intentional deception or misrepresentation of information to charge what isn't owed to them.

   

  

  Business Response

  Date: 02/21/2025

  Thanks for providing this comprehensive explanation. Our regional director reached out to you directly via email on Friday, February **** the email, he included the unit ledger detailing the recent charges and activities on your account and addressed the issue with ClickPay. In order to provide further clarity, our regional director and the onsite team will be reaching out to you next week.

  We apologize for any inconvenience this might have caused and understand your frustration. Our goal is to always be genuinely helpful,and we aim to improve our service delivery to you and your community.