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Initial Complaint
01/28/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We have contact this company 10 times over the last 14 days seeking this *** management company to fill out a condo questionnaire and a hud form for a spot approval for a customer of ours living at ********************************************************************************************** We finally reached someone that told us to go to another website that handled all of this (her name was **** *******). When we went and typed in the address it said they did not handle this address. We again emailed back the original contact at First Service Residential to tell her the problem. She will not return our emails so we called First Service Residential. Everyday we call they say someone will return our call in ***** hours. This never happens and we call again. After two weeks we need someone to call us back and get this figured out and our client is doing a refinance and needs this to do it. Two weeks is too long and the non response is not acceptable and is causing a financial hardship for our client. The calls and emails have been coming from C2 Financial and my associate ***** *******. We cannot proceed without this and the job of the *** management service is to provide these documents in a timely manner.
Business response
02/04/2025
We sincerely apologize for any miscommunication that might have caused a delay in getting you the information you needed. We understand how important timely responses are, and we regret any inconvenience this may have caused.

We have already followed up with your associate to ensure she received the necessary information, and were glad to hear that the matter was resolved. We appreciate your patience and the opportunity to assist you. If theres anything else we can do, please dont hesitate to reach out.

Thank you for your feedbackit helps us improve and serve you better.
Customer response
02/04/2025

Complaint: 22871187

I am rejecting this response because:
I appreciate the follow up but we are working on week three and still do not have everything we need. We were directed to follow up with ******** to get the balance sheet and P and L from last year from the condo association so we can do this loan for your resident. We have called and left no less then 10 message and he still has not called back. We then called your main number another **************************** 10 different directions still we have not received these items. We have asked for his manager or anyone else that can help us get this information and we still do not have it.
Please help. This is creating a financial hardship for our client as we cannot move forward without these two additional items.

Sincerely,

******* ********
Business response
02/05/2025
Thanks so much for providing this update! The documents were emailed to you moments ago, and now you have the right contact information for the general manager at *************** ************** should you need additional information or assistance. We appreciate your feedback and sincerely apologize for the initial delay.
Customer response
02/05/2025

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. Thank you for helping us get this resolved. We really appreciate it.

Sincerely,

******* ********
Initial Complaint
01/15/2025
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.
My bank sent a physical check to him. ****** shredded the checks. This is a federal crime.
Business response
01/21/2025
The homeowner 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.

After reviewing this matter, we learned that our team left you a message informing you about the status of the check and why it was not able to be cashed at the address it was mailed to. Our team then mailed it back to you and informed you of your options.

Were committed to ensuring our residents have access to the information they need and are more than happy to address any remaining concerns. Thanks so much for sharing this feedback!
Initial Complaint
01/03/2025
Complaint Type:
Customer Service 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.
My Condo Unit has (2) main issues, the Units above continue to leak into my bathroom ceilings. I have paid out of pocket twice and now I am asking to assistance. Also, the *** agreed to redo the roof of the building about 3 months ago, and now the Main AC drainage pipe is clogged and backing up into my AC unit. I have spent between the two issues about $12,000 and First Service hides behind automated services and weblinks.
Business response
01/10/2025
Thank you for sharing your concerns about the water damage to your condo unit at **********************, which is managed by FirstService Residential. As the condo associations management partner, we serve at the direction of the associations board of directors and do our best to support the vision and the policies the board has set for the community.
Per the associations documents, responsibility for addressing and covering the costs of interior damage lies with the owner of the affected unit. While we are unable to directly address the damage inside your unit, we encourage you to work with your insurance provider, as they may offer support in resolving the issue.

We understand how frustrating and stressful this situation must be. We truly value you as a part of our community and are committed to helping in any way we can within the framework of the associations policies. Please dont hesitate to reach out if you have further questions or need additional support.
Initial Complaint
12/23/2024
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.
The *******'ll letter when I purchased my home was incorrect and I was over charged. I have written for the funds to be sent to me since. There is always some excuse, and now they are ignoring me. I had left several phone messages asking for a supervisor and they were ignored also. This is very unprofessional. If a homeowner did this, they would be charged late fees every month. I have sent over a dozen emails and numerous calls. These emails started in May 2024. They have agreed they owe me the money, but they still have not mailed the check. Thank You
Business response
12/30/2024
The homeowner 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.

Thanks for bringing this issue to our attention. We apologize for the frustration and inconvenience this situation has caused you! After reviewing your case, we learned that the estoppel was prepared on Jan 31, 2024, and was correct as of that date. Additional fees were incurred in February; however, the board granted a one-time fee waiver in March, bringing the balance to $0. The property closed on April 8, 2024, and no updated estoppel or ledger was requested.

We would like to help resolve this quickly. Our ********************* Manager emailed you on December 24, 2024, requesting a copy of the settlement statement so we can review the closing charges. Please respond to that email at your earliest convenience. We truly appreciate your time and effort in following up with us. We are committed to making this right.
Customer response
12/31/2024
I have an email admitting the funds are due to me, one of many emails that have been sent to several employees and are now being ignored. I will forward these emails to the responder of the complaint.
Customer response
01/02/2025

Complaint: 22725410

I have an email admitting the funds are due to me, one of many emails that have been sent to several employees and are now being ignored. I will forward these emails to the responder of the complaint.

Sincerely,

******** *****
Business response
01/10/2025
Thanks for following up with us. We are happy to look at any documentation you have. You can contact us directly at ************************************************* Thanks again for providing your feedback.
Customer response
01/21/2025
I need to review all of their emails/ I received a new response no saying I should ask the title company. I asked for a full accounting, that question was not answered. I have several other emails from them stating they owe me the money, and they were waiting for accounting. I will send them another email after I look at everything all over again.
Business response
01/22/2025
Thank you for the update! We sincerely apologize for the duration of this issue and are fully committed to resolving it. Our regional director is actively monitoring the situation and is prepared to provide support as needed.
Initial Complaint
12/05/2024
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.
First residential is the property management company responsible for our property at *********************************. This company has violated its fiduciary duty to the Residents of our building They have aided The previous board (currently under investigation) in fraudulent activities and violations of our board Condo laws. They have also put the safety and health of Residents at risk
Business response
12/09/2024
The resident lives in a building which is managed by FirstService Residential. As the condo associations management partner,FirstService Residential serves at the direction of the associations board of directors. We can advise the board and do provide guidance, however, the board has actual decision-making powers, and our job is to execute those decisions,as long as no laws are broken. The associations attorney has been involved in all decisions that the board has made and confirms that they have abided with the law. As such, our role is to fulfill our job at the directive of the board,by implementing those decisions.
We understand this situation may be frustrating to the residents and are addressing the concerns that they are bringing to us, sharing the same information above.
The safety and wellbeing of our residents are our top priorities. We appreciate this feedback and strive to deliver exceptional service to all residents who live in the communities in our care.
Initial Complaint
12/03/2024
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.
I am writing to file a formal complaint against First Service Community Management, specifically regarding the actions (or lack thereof) of ******* Plonkhooy, the Community Manager for the Heritage at ******* and the Walk at the Heritage at *******, as well as **** ********. My concerns relate to a pattern of negligence, lack of communication, and unprofessional behavior that has had significant negative consequences for me personally and for the affected communities.Key Issues:Non-Responsiveness During Home Sale Process:Over the past months, and especially during the process of selling my home, ******* has been unresponsive to my inquiries, as well as those of my lender, attorney, and real estate agents.This lack of communication has caused unnecessary delays and forced us to repeatedly contact First Service's customer ********************** and office to seek resolution.Despite these efforts, she continues to refuse to perform her duties effectively, obstructing the sale process.Failure to Recognize and Manage the Walk at the Heritage at *******:Previously, ******* was unaware of the existence of the Walk at the Heritage at *******. This lack of knowledge resulted in the community going months without a board, financial documents, or ******** you are aware, this contravenes community policy and the covenants that First Service is obligated to uphold.Abandonment of the Walk at the Heritage at ***********:Recently, First Service made the decision to cease management of the Walk at the Heritage at ********Rebeccas continued lack of communication throughout this transition has left 16 homeowners without clear guidance or proper HOA management.This has created serious issues related to insurance coverage and policy oversight, leaving homeowners in a precarious situation.Impact:Rebeccas actions, or lack thereof, have caused significant frustration, financial delays, and stress for me as a homeowner.
Business response
12/10/2024
Ms. ***** is a homeowner and previous board member at the Walk at the Heritage at *******************************, which is being managed by FirstService Residential through December 31. FirstService also manages the neighboring community, The Heritage at ********************************. We serve at the direction of the Associations boards of directors and do our best to support the vision and the policies the boards have set for the community.

We understand how important clear and timely communication is, and we sincerely regret that this homeowner didnt receive all the necessary information. After reviewing this matter, we found multiple email communications from our property manager to ********* as well as correspondence with the entire board.

> On March 25, an email with the financials attached was sent to the board, including Ms. ************** On April 12, during a board meeting for The Walk at the Heritage at *******, these financials were presented, and Ms. ***** was in attendance.
> On November 11, an email was sent to Ms. ***** confirming that the realtors request for gate hold times to accommodate an open house had been addressed.
> On November 21, an email was sent replying to some of Ms. ****** requests.

Were committed to ensuring everyone has access to the information they need and are more than happy to address any remaining concerns. Please let us know how we can assist further.
Initial Complaint
11/24/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My unit is experiencing a water leak into the master bathroom due to the unit above me. I have contacted ************* Residential multiple times about this issue with little to no help about this. Most recently, this plumbing issue has progressed to water leaking around the ceiling went. Unnecessary damage to my unit that could be easily fixed by the unit above. The response I have received from **** ******, the ********************* Manager? Provided me the unit owner contact information and told me to contact them myself and perhaps theyre out of town. So my unit has to undergo continues flooding with no help and avail from this association.
Customer response
11/26/2024
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 and the matter has been resolved.

Sincerely,

********* *********
Initial Complaint
10/25/2024
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.
They ignore ALL of my emails with the issues because they do not know how to help; setting up an assessment incorrectly and the result are false credits. Also, I cannot access my First service account with Eldorado due to already having a First Service account with another property. They refuse to even acknowledge this so this withholds all of the docs that I am entitled to see as an owner as well as under the new state laws. There is no one to go to as I reach out to the residential manager ******** ******, who also ignores me. I'm beyond frustrated with this unprofessional company. Their emails that go out are like a second grader's. They are incomplete, lacks information, very unprofessional. This is the 2nd or 3rd time my building has hired them. They are incapable of running 2 towers with over 500 units. I need to go above ******** ****** and this is impossible as the company makes this impossible to access anyone.
Business response
11/04/2024
The resident lives at ****************************************************** (the Association),which is managed by FirstService Residential. As the Associations management partner, FirstService Residential serves as an agent of the Association and serves at the direction of the ****************** of directors. Since taking over management of this property earlier this year, we have made a number of adjustments and remain committed to addressing any concerns promptly. Upon learning that the resident was unable to access the additional property on the portal, our team provided step-by-step instructions via email on how to link it in the system (October 25). We also responded to questions regarding the budget in an email sent on October 29. We value feedback from our residents and continuously strive to exceed expectations. Our goal is to deliver exceptional service to all residents in the communities we serve.
Customer response
11/05/2024

Complaint: 22472709

I am rejecting this response because: My emails go mostly ignored. Yes, they helped in getting me access to my 2nd FSR managed property on the portal. BUT our new manager has yet to respond to what our correct maintenance amounts actually are stating that he could not find our latest budget. How on earth does a FSR manager who takes over a property not see or get his hands on our current budget, instead is charging incorrect amounts for our monthly maintenace. This is very very worrisome. This man has been told by numerous residents this fact. He has never followed up with me. Also, FSR never set up to receive our last assessment as a payment in full, which is creating false credits on everyone's accounts. No one ever answer from FSR or followed up on this. How in the heck will FSR be able to manage and oversee all these major construction projects (and timelines, etc) when they can't even verify our maintenance amounts by getting their hands on our monthly maintenance. Very scary to have this company managing 2 humungous towers with over 500 units. And watch, they will change manager every 3 months like before, because property managers make the same amount of money handling smaller, less of a headache property than ours, so they quit. This is not proper continuity of management. All I can say is thankfully they are responsible if anything goes wrong.

Sincerely,

******* Beko
Business response
11/05/2024
Thank you for sharing your concerns and bringing this issue to our attention. We value your feedback and take pride in delivering exceptional service to the residents of communities like yours. We do our best to support the vision and the policies the board of directors has set for the community. Please be assured that we will share your feedback with our team so we can improve your experience with us.
Initial Complaint
10/24/2024
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.
DESCRIPTION: I purchased a home in 2023 - I was under the impression that my mortgage company would make my HOA payments monthly. It's not until I receive a letter from a lawyer that I find out payments were not being made, and now I am at risk of having a lien placed on my property. I have never received a bill, statement, call, email or anything advising me of my HOA payment that is due. I have received emails from a company called Click pay, advising that a payment is due, BUT neither the email or link have any description of what the payment is for. All that is included in the link, is a place to pay, and the amount to pay. Of course, no one in their right mind would make a payment if they do not know what they are paying, so of course i ignore the email and do not pay ... AS IT LOOKS LIKE A SPAM/SCAM email. I am now having to pay TRIPLE my HOA amount because of this. My regular amount + late fees, and the rest is lawyer fees. If you are a management company, you should 100% CALL, EMAIL OR in ANY WAY get in contact with someone if accounts are past due. this is extremely unprofessional, and unfortunately, I have to continue to deal with this company, and pay $700 for something that could have easily been avoided if the company would have reached out in the first place. They should be responsible for paying part of the lawyer fees. I can only imagine how many other people they do this to. BBB if needed i am willing to discuss with news media to prevent this from happening to anyone else.
Business response
11/04/2024
The resident lives at the ********************************* (the Association), which is managed by FirstService Residential. As the Associations management partner, FirstService Residential serves as an agent of the Association and serves at the direction of the ****************** of directors. We understand the importance of clear communication regarding community assessments. The 2024 Annual Statement, which outlined the residents assessment fees and the payment process through ********, was sent to the residents home address on November 16, 2023. Additionally, a Notice of Late Assessment was mailed to the same address on July 28, 2024, to provide a timely update on the account status. Were here to assist if there are any questions about the payment process or correspondence. We value this feedback and strive to deliver exceptional service to all residents in the communities we serve.
Customer response
11/04/2024

Complaint: 22469146

I am rejecting this response because: I receive daily updates from **** with the mail I will be receiving that day. I checked every single email, and none include anything from Click pay or related. The notices that were ''sent'' never reached me. Along with not receiving the ''notice'', no one reached out to me in any way advising of the late payment. I work in property management myself, and if i see someone is late on their payment, i reach out to them with all the contact information provided. Emails, texts, calls, whatever it takes for me to get a hold of my customer.

Sincerely,

***** ******
Business response
11/05/2024
Thank you for sharing your concerns. We take pride in delivering exceptional service to the residents of communities like yours and do our very best to support the vision and the policies the board of directors has set for the community. Please be assured that we will share your feedback with our team so we can improve your experience with us.
Customer response
11/07/2024

Complaint: 22469146

I am rejecting this response because: No resolution provided by company.

Sincerely,

***** ******
Initial Complaint
10/04/2024
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.
Este complaint es para la compaa First Service Residencial. Yo duea de un apartamento en el condominio ************ at *****, pido que si por favor pueden darnos acceso a los documentos y pruebas a la compaa que se le pag por la reparacin de una luces y el dinero fue sacado de la reserva. El cual se le pidi al management y hasta ahora no han entregado nada tanto as que tienen un complaint con el ****. Tambin necesito acceso a los statements de las refinaciones 2015 y 2021 pq hasta el da ****** se paga lo mismo y no a bajado ni un centavo. No solo eso mensualmente pagan el loan y el monto mensual no lo pueden cubrir con los pagos de las unidades que pagan *** cuota extraordinaria ya que aqu hay 356 y no todos pagan porque los dueos anteriores se encargaron de cancelar en su totalidad *** cuota cuando vendieron la unidad. Esos loan statements tampoco tenemos acceso. Y sus budgets anuales estn inflados y ni siquiera pueden hacerlo bien porque hasta esos nmero los tienes con errores. Tambin ellos dicen que todo se encuentra en el portal de dueos lo cual es una mentira, uno entra y no encuentra nada de eso. Y para finalizar si pueden dar un nmero que no sea un call center porque es imposible contactarse con los jefes de estos manager que trabajan en este condominio. Espero su pronta respuesta.
Business response
10/16/2024
The resident lives at ************ at ********************************** (the Association), which is managed by ************************* the Associations management partner, FirstService Residential serves as an agent of the Association and serves at the direction of the ****************** of directors. In accordance with Florida law, all documents that are required to be accessible on the Associations website are posted, including financials,contracts, and information on the loan and refinancing. The balance on the original loan from Jan 2015 is being paid back over time. The Association was not a party to a lighting contract at the time this reply was written. Our goal is to always be genuinely helpful as we support the vision and the policies the board of directors has set for the community. In addition to our 24/7 ********************* residents can reach us directly at ****************************************************** you for taking the time to provide this feedback!

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