Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/02/2024

  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 2 new bicycles were stolen from the premises. They would not have been stolen if they were locked in the secure bike storage room. But the property manager denied me access to that room when she should have allowed it per our rules and regulations and bylaws. Therefore they were accessable and stolen by thieves who entered the building (2 police reports were filed, video is available). I have contacted 4 people at *** and have gotten no response to acknowledge or resolve the problem.

  

  Business Response

  Date: 05/28/2024

  We apologize for the delay in communication ********************** experienced during this unfortunate situation. While we deeply understand the frustration ********************** is experiencing due to her bikes being stolen, our community association manager did inform ********************** that there was a waiting list for the secured bike storage room. ********************** was instructed to store her bikes in the unsecured bike storage room while waiting for a secured space to become available. Unfortunately, while the buildings doorman was off duty for the evening, thieves were able to access the unsecured bike room and stole Ms. ********** bikes. Since this unfortunate situation occurred the propertys front door is now continuously hinged, making it difficult for intruders to gain access to the buildings lobby and gain access to the unsecured bike storage room.

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21658504
  
  I am rejecting this response because: the untrue statement -the association managing agent informed me that there was a waiting list... is NOT what she said.  the email of September 14 from *********************, in response to my email on Sept. 13 and hers on September 12 tell what was said.  I am attaching the packet I created for this situation.  ********* president and members and the security staff  knew there was available space in the secure bike room.
  Sincerely,
  *********************************

  

  Business Response

  Date: 06/06/2024

  We appreciate the additional information and time that ********************** put into providing such details.  Upon review, we recognize that the communication from the former property manager at the time should have been clearer and we do apologize.  Please understand that the managing agent for the Corporation is not responsible for lost, damaged, or stolen property regardless of the circumstances.  Any further discussion on this matter should be addressed with the new management team in conjunction with the board of directors.
  
  

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21658504
  
  I am rejecting this response because:  First of all, the communication from the *** property manager was not just "unclear", it was outright lies for no reason, and dereliction of her duties as manager.  On other levels she did not competently carry out her responsibilities.  This is why my NEW bicycles were stolen, and there was no other reason.   First Service is a nationwide company with high ratings and million dollar budgets, and for them to claim no responsibility for this is shameful and very disappointing. I am 73 years old, on a fixed income.  To me $317.00 is alot of money to be taken from me and my grandchildren.  To *** its not much.  Almost all other companies and corporations will resolve "small" issues in good to satisfy customers and preserve their reputations.  I assume *** is so big and profitable that they can ignore individual issues like this one.  I was hoping that the District Manager or the top level person in the ******* office would take responsiblity, but they did not.  For these reasons I advocate that their rating with BBB be reduced, and I will share my experience with anyone else seeking feedback on property management companies.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:04/18/2024

  Type:Product 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.

  Our property manager does not return emails or phone calls. Their phone is forwarded to a call center. Trying to get a response to my ARB application that was submitted 3/17/24, acknowledged 3/18/24. Tried to call 4/12 and was forwarded to call center where I was told I would receive a call within 2 business days (which would have been 4/16/24). I did not receive. Called 4/16/24 and asked for my matter to be escalated and to have someone call me the next day. No one did. Called 4/17/24 - same thing. Called 4/18/24 and the call center cannot do anything except keep submitting requests for someone to call me. There is literally no way to get a response.

  

  Business Response

  Date: 05/02/2024

  FirstService Residential Illinois strives to provide exceptional customer service to our clients. We understand how frustrating it is not to receive a prompt response to a concern. After doing a thorough search to find **************** in our local system, here in Illinois, we were unable to locate this homeowner therefore we are not able to resolve this issue as *************** is not a homeowner of a FirstService Residential Illinois managed property. 

  Customer Answer

  Date: 05/02/2024

   
  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. I filed a complaint with the correct FirstService Residential office - I had no idea there were so many of them. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **************** located at ************************************************************************** is managed by FirstService Residential The building management has been very slow to rectify many issues including ***** infestations Proper and thorough remediation of flooded floors, including the gym.In which they didnt properly replace drywall that had been saturated with sewer water The ***** infestation has not gone away, weve been living with this issue for over 4 months now. There is still an issue within our unit and others.This infestation has caused us financial and mental distress. We have had to dispose of food, furniture and appliances.We have also been charged various fees, that the property management company was not willing to waive. We also had to forfeit our deposit to move out of the condo building.The management company has done little to nothing to assist or rectify the distress of living in an infested building.The property manager **** acknowledged the pest infestation issue and said in hindsight the previous exterminator company did not do a good job. After multiple exterminations with no results and months later, they finally changed vendors.After changing vendors they rescheduled emergency exterminations instead of escalating the exterminations.Meanwhile the tenants units we left untreated and the infestations continued to grow.I have multiple documents and threads to substantiate these claims We are seeking reparation for our financial distress. Due to their negligence.

  

  Business Response

  Date: 12/28/2023

  FirstService Residential is the managing agent for the Shoreline ******************************* ******************* and her roommate rented Unit 15M from the unit owner, *******************
  
  All water remediation required after the flooding occurred was handled by a third-party contractor, to the unit owners satisfaction. The repair work was also performed by a third-party contactor. The contractor was approved by the unit owner and the Association paid for repairs to the primer coat of paint. All repairs were made to the satisfaction of the unit owner.
  
  Mr. ******* was made aware of a pest issue by his tenants on October 10, 2023. He subsequently spoke with ***************************, the ********************* Manager and *************************, the Assistant ********************* Manager. ****************** immediately scheduled the pest control company to treat the unit on October 11, 2023.
  
  **************** and her roommate contacted Mr. ******* again on October 25, 2023, who reported they were seeing less pests, but that they were still present. Mr. ******* notified ********************** and ****************** who shared they had been in contact with the pest control company who would be sending a new technician and different extermination products.
  
  The pest control company visited the unit on October 31, 2023 with a new technician and new products. Following their appointment, Mr. ******* spray foamed and sealed all gaps between the plumbing outlets and any cracks in the ******************************* and her roommate contacted Mr. ******* again on November 6, 2023 to report they were seeing less pests, but still some. Mr. ******* contacted ****************** who arranged for the pest control company to treat the unit on November 8, 2023.
  
  Due to the ongoing pest issues in the unit, a decision was made to change pest control companies. The new company treated Unit 15M and four adjoining units on November 17, 2023. The new company performed a detailed clean out procedure which is a very involved and thorough process where the technician would spray the whole area, behind kitchen cabinets, floors, and immediately vacuum up any pest that came out. After this, adhesive bait traps and gel bait were placed for the remaining pests. The new pest control company conducted a follow up visit on November 28, 2023, and did not observe any more pests or signs of pests in Unit 15M. **************** and her roommate vacated the unit on December 16, 2023. Mr. ******* inspected the unit that day and saw one pest on one trap. He placed over 20 traps in the unit and hasnt seen any more pests.
  
  On November 21, 2023, Mr. ******* offered **************** and her roommate a $100 reduction in December rent as reimbursement for food they had to throw out due to the pests. On November 28, 2023, Mr. ******* offered them a $200 per month rent reduction for the remaining six months of their lease. They declined and informed him they would be vacating the unit on December 16, 2023.
  
  **************** and her roommate requested a waiver of the mandatory $250 move out fee due to the pest issues. This fee is set by the condominium association and FirstService Residential cannot waive the fee. Any requests for waivers must be submitted to and voted on by the ***** of **********

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 21015336
  
  I am rejecting this response because:
  
  The response given by the property management company only further confirms the issues that arose at the property and how they didnt address properly.

  As stated via the response from First Residential, the landlord was more than willing to escalate the situation and get an exterminator in sight ASAP. However the management company was slow to properly rectify the situation. Only after multiple complaints were they willing to find alternative methods to escalate exterminations.

  We were told the until below us (* Tier) was the root of the issue. We were also told multiple units in the * tier were experiencing pest issues.
  

  The landlord was told by the property manager, she would contact a different company. Days later she hadnt reached out to EcoTech. However when the landlord called EcoTech and was able to schedule a next day extermination, the property manger cancelled the visit. Due to having to schedule extermination with surrounding units. Our extermination was rescheduled for a later date.

  To my surprise the surrounding units appointments  were NOT scheduled until a week + after our rescheduled appointment. So in hindsight they cancelled our original appointment because of the surrounding units but didnt even service the units for sometime later. Which gave the pests time to move throughout the walls to different areas and units.

  Also I was told my an inside source that they had a pest issue in the spring of 2022, months before I moved in. This information was not provided at any given time by the property manager as we were dealing with pests EVERYDAY.  
  

  I was told some people dont mind living with the pests the comment was also made that she (property manger) couldnt live with any type of bugs and she understood why we wanted to vacate the property

  Additionally when I asked the property manager politely for some leeway with the $250 fee to reserve the freight elevator, the response was very cold and I was told on Dec 1st that it would have to be taken up with the condo association on Jan 1st. *ind you, it was Dec 1st and we were leaving on the 16th. 

  It wasnt until I called her that she stated that she would bring it up to them but there was nothing she could do. She hadnt offered any help via email. There was no concern or offer to escalate the inquiry for our Dec 16th move out date.

  *y landlord did all they could do to help our financial burden. $100 off rent for over $250+ worth of food that had to be disposed of, and $200 off rent. Unfortunately I was not able to accept the offer of reduced rent to live in a building that had heavy pest activity. 
  

  Point blank the property management company is NOT pro-tenant, nor do they have any urgent concerns for the tenants well-being, living situation or financial burdens. The property manager hides behind the premise that the condo association cant be reached and is the only one that can make decisions on pressing issues. 

  Once your unit is infested, it is a very difficult and expensive situation. The ********************* gave me pointers on how to move out without taking the pests with us. 
  

  I had to dispose of my sectional couch, area rug, all my electronic appliances that were on my kitchen countertop(coffee maker, air fryer, toaster, etc), floor lamps (that had pests crawling out of the bottom) and other belongings.
  

  I also had to purchase hundreds of dollars worth of clear totes. As pests like to harbor on cardboard, we were advised not to pack with cardboard boxes. We had to strategically package everything into clear totes and monitor for pests. 
  

  Lastly, remidation of sewage soaked walls should be taken seriously. A property management company should guide the condo association to make the best decisions. As of Dec 16th there was still debris in the light fixtures in the gym. This debris was caused by a flood. The walls shouldve been removed and replaced. Again as a management company, the best interest should go to the tenants and not the association.

  The property manager hastily told me that she knew Id share my bad experience. So I wanted to be more transparent than the property management company and manger.

  This experience left a financial burden and a mental health burden. Please take this things into consideration when tenants and landlords are the ones take the brunt of the damages and issues 

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

• Initial Complaint

  Date:11/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is in reference to ************************ at *************. I was locked out of my unit and went to the management office at 5:02. I saw a member of the ************* team and asked him to provide the extra key to my unit. He said that because it was 2 minutes past 5pm he was unable to help me and that he would get in trouble by providing me the keys. As a result, I was required pay a fee to have maintenance come to unlock my door.

  

  Business Response

  Date: 11/21/2023

  We regret the inconvenience caused to **************** due to his inability to access his unit. We are the managing agent for the Association,which is governed by the ***** of ********** We are responsible for implementing the Rules and Regulations of the Association as directed by the ***** of ********** ****************, being a tenant, has been provided with a copy of the Rules and Regulations, along with his lease, by his landlord, who is the owner of the unit. The tenant has also been informed about whom to contact for access to the unit after hours. As this is a condominium association governed by the Declaration and Bylaws, we kindly request **************** to approach his landlord, the owner of the unit, to resolve the issue.

• Initial Complaint

  Date:10/02/2023

  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 the 10th August in the late evening hours, the owner above my condo who lives on the 4th floor of the building made a flooding on purpose. He made a lot of damage to my property and the properties below me. That water came all the way from the 4th floor till the 1st floor. The police was called and I got a police report . The property manager ******************************* was present at the time when It happened and promised how my place would be fixed. I sent ******************************* and the First Residential all the documents including the police reports and the repair estimate, with all the pictures. My condo is not a livable place due to high mold and I m forced to live at an other place.The Association made an investigation and confirmed that the water leaking , flooding had been done by vandalism . The property damage is $ 74600.I REQUESTED THE PROPERTY MANAGER ******************************* TO SEND ME THE INSURANCE INFORMATION OF THE ***** OF 408 ************************* , AS WELL THE ATTORNEY INFORMATION OF THE ASSOCIATION WHICH SHE IGNORES IT.I m reporting First Residential for not giving this information to me so I can file an insurance claim on the owner from 408 ************************* who caused this water leaking. I m requesting that information both the insurance information and the association attorney contact.

  

  Business Response

  Date: 10/10/2023

  We apologize for the inconvenience this has caused. The board of directors is aware of the homeowners situation and the associations insurance provider has been notified.  We suggest the owner have their insurance provider contact management at ************ so that we can connect them with the associations insurance carrier. Attached is the associations COI. We are unable to provide other owners policies.  The associations legal counsel is ********* ****** LLC at ************.  Management is looking to schedule a restoration company to come into the unit and inspect the damage.  The association, per the ** Condo Act and Declaration for the association, will provide the repairs and restoration that the association is responsible for.  Anything outside of the associations responsibility will be for the owners insurance agents to discuss.  

  Customer Answer

  Date: 10/11/2023

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

• Initial Complaint

  Date:10/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called 3weeks ago to get the siding fixed. Now it's been raining for a week and water is starting to enter the basement. The drywall tape on the roof is falling off. This would not have happened if you would have fixed the issue when I called. I need the siding fixed and let's talk about the inside damage.

  

  Business Response

  Date: 10/09/2023

  The association has contracted two vendors to assist with the unit.  During the last week of September wood was replaced near the garage of the home.  Last week, brick repair work was being completed as part of an association approved contract that effected multiple homes.  Brick repair was scheduled to be completed the first week of October.  If water is seeping into the home, management will have it inspected to ensure the known repairs are holding and that there are no additional issues.  

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20675564
  
  I am rejecting this response because: my unit has NO BRick so I don't know what you are talking about. It's also been almost 2 months now since I first contacted you about the issue. I do have to say thank you for fixing the wood and doing your job after a month and a half. But the siding is still not fixed. This HOA is a joke. You sent out a mailer that we can't use the balance in the spring and you haven't fixed it yet. The driveways of most properties are damaged I fell last year and all you did was place a bag of quick repair on it. I called about the fence 2 years ago not fixed. The paint is falling off all the wood parts. The list goes on and on.

  I will fix the inside all I am asking is that you fix the outside of the house. Do your job and stop pocketing our money.

  The inside is my responsibility the outside is your's it's in the bylaws. If I send someone to fix the outside I will get kicked out and finde for doing so.

  FIX THE OUTSIDE OF MY HOUSE OR MY NEXT PLAN WILL BE TO TAKE YOU TO CIVIL COURT FOR THE REPAIR AND FEDERAL COURT FOR HOA FRAUD.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/03/2023

  A business professional was hired by the association in summer of 2023 to remove the brick areas, inspect,repair any rotted areas and weathertight the areas in need, this work included ********************** unit. The association is looking to do a large project in **** which would remove all brick on the property which is why brick has not been restored to ********************** unit. As of today, the owner's unit has been inspected, repaired and weather proofed. The remaining brick work is cosmetic and does not affect water penetration into the home. Management will certainly keep the owners updated on the anticipated brick project. ****************** is welcome to contact management at ************ with any other maintenance specific items he is seeking guidance from the association on.  

• Initial Complaint

  Date:09/26/2023

  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.

  On September 19, 2023, I received a debt collection letter regarding my outstanding HOA fees. I disputed the debt per the Fair Debt Collection Practices Act because I do not owe it.I logged into FSRs ClickPay to pay my HOA balance, but they shut it off. Unable to make a payment nor obtain a report to confirm/deny the charges. They want me to pay them $1,841.81. Here's my Resident Transaction Report (RTR) from FSR: 3/4/15: HOA charged $316.00 for Eviction Notice 3/6/15: I disputed the debt per the Fair Debt Collection Practices Act. 3/9/15: FSR credited my account for the $316.00 3/11/15: FSR charged me a $25 late fee * ClickPay always remained open. The Inaccuracies:1/5/23: $449.16 added to HOA. Became aware of it on 9/19/23. A collection fee? ClickPay only shows my balance due with no itemizations. I disputed the debt. 3/21/23: Sent an email to the Villas of ******************* of Directors. They did not reply to my deck repair costs request.7/6/23: Charged HOA $335 for deck repairs. Unaware until 9/19/23. 9/19/23: Received attorney letter for HOA fees. FSR turned my ClickPay off, so unable to make a payment or confirm/deny charges. Only want me to pay $1,841.81. Why lock ClickPay?I disputed the debt via the Fair Debt Collection Practices Act. On Sept 26, 2023, I calculated that $1,072.72 is due including $335 for deck repairs - much lower than $1841.81. Further, I can not pay my Oct monthly HOA fee without incurring a late fee because ClickPay is locked, and It's too late to pay by check w/o a late fee. Shady. I will pay $1,072.72 after FSR removes ALL disputed debt and waives my Oct late fee.FYI: my tenant is catastrophically ill, so their rent is late. I let my HOA balance accumulate. (The amount due is less than the prior balances.) I assumed this would be a non-issue. My mistake. I'm providing context, not an excuse.I am choosing to receive ******************* soon.Thank you

  

  Business Response

  Date: 10/09/2023

  Per internal investigation, we discovered the account in question is with the Villas of South Commons not ********** as it states in the address line of this complaint. Unfortunately, the owner is currently in collections per the Villas of ************************* governing documents. Once an account is turned over to collections the account becomes locked. All communication regarding the account ledger with the Villas of ************************* must be directed to the associations legal counsel, ***************************.  Regarding ************ deck repair costs, owners were notified multiple times in advance of this repair, including a letter from the attorney indicating the repairs will be charged back to the owners.  At this point claims of inaccuracies must be made directly to the associations legal counsel. The attorneys office will notify FirstService Residential if there are any changes that need to be made. To date, FirstService Residential has not been notified of the need to correct ************ account ledger.

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20661045
  
  I am rejecting this response because: my complaint clearly indicated that this matter is for the property at **********************************************************************. Clearly, the business did not review my complaint. I invite FSR and the Villas of South Commons to review it in its entirety.
  
  The address for my primary residence is in **********. FSR has been managing our HOA here in **********. However, our board of directors has terminated that agreement.

  I look forward to their reply. I am choosing that this matter comes to an acceptable agreement by the end of this week.

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

  

  Business Response

  Date: 10/13/2023

  Weve fully reviewed ************ complaint. Unfortunately, because the owners account is in collections, all communication regarding the account ledger with the Villas of ************************* must be directed to the associations legal counsel, ***************************. We advise ********** to contact the associations legal counsel at ************ to resolve her complaint.
  

• Initial Complaint

  Date:09/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own multiple real estate properties across the midwest & have never dealt with a management ** as bad as this The property manager, ***************************** is awful at Commmunication..Summary: Myself & other units at ************* did not have hot water for 5+ months. Around Thanksgiving '22 I noticed I was not receiving hot water in my shower. On 12/8/22 I reached out to ********, property manager. On 12/20/22 she emailed back and said the plumber from AMS that she had **me out to my unit said I "may need a new shower cartridge".I had another plumber to my unit and said that a cartridge will not fix this issue.On 3/1/23, I received a letter from the association's attorney, ****** of KSN law. "The Board hereby demands that you replace your shower cartridge within seven days...Shall you fail to do so, the Board will enter your Unit, make all necessary repairs, and charge back all **sts."I responded but didn't hear any back so I responded on 3/8/23 asking to meet. I did not get a response so I emailed two more times & said if I don't hear back I will **nsider this matter closed. The lawyer responded with: "Our office is not obligated to set up a call with you...the Board will not hesitate to file suit seeking entry into your Unit if you fail to timely **mply. All **sts, including attorneys fees and **urt **sts, will be chargeable back to you."They **ntinued to threaten lawsuits so I decided it would be best to replace the cartridge, although it wouldn't resolve the issue.I had AMS fix swap out the cartridge and still no hot water.I received multiple handwritten letters from my neighbors. They asked me to fix my plumbing & **mplain they have not had hot water in months. In addition to ******** & the management ** not fixing this issue, she is spreading misinformation to my neighbors claiming that I was causing the problem. On 4/11/22 ******** did admit to telling other units that my unit was causing the issues.

  

  Business Response

  Date: 10/09/2023

  FirstService Residential is the managing agent for the *********** Condominium Association,located at ********************************************************, Illinois. The Association is governed by the ***** of ********** elected by the unit owners themselves.  The responsibilities for maintenance and repair work in units at the property are established by the Illinois Condominium Property Act and the governing documents of the Association, to which all unit owners, including ************************, are bound. The ***** of ********* of the Association is responsible for making decisions regarding common area maintenance and resident requests for reimbursements. FirstService Residential acts at the *****s direction as an agent only and has no independent authority in this or any matter facing the Association.
  
  The following is a timeline of the circumstances regarding the complaint filed by *****************************, owner of Unit 608. On Friday, December 8, 2022, ************************ notified the ********************* Manager, *****************************, that he did not have ample hot water. By Monday, December 12th, **************** arranged for the plumber used by the Association to visit his unit to diagnose the problem.  The plumber identified the source of the issue to be a faulty cartridge in Mr. *********** shower, a part that is owned and maintained by him as a unit owner, or in neighboring units. Shower cartridges may fail over time and can often contribute to proper mixing of hot and cold water in vertical plumbing tiers. It is critical that each unit owner maintain their cartridges in good working order.
  
  The plumber advised that ************************ replace his cartridge.  In this community, it is the responsibility of the individual unit owner to maintain this part, and not the Condominium Association.  **************** relayed this information to ************************ and provided the contact information for the plumbing vendor for ************************ to arrange that repair directly.  In the weeks that followed, ************************ was advised by **************** that the cost of this was an owner expense, and not an Association common area expense.  ************************ advised that he would contact his own vendor instead of using the Associations plumbing vendor. Other units began reporting water temperature issues. *********************** was again advised that his cartridge could be causing this issue in his and other units.
  
  Several communication exchanges took place between the Association and ************************ and he was again advised of his responsibility to repair his shower cartridge.************************ communicated that he felt it was the Associations responsibility.  ************************ engaged an attorney and the Associations own attorney contacted him back on the matter, requiring ************************ repair the faulty part or the Association would undertake the repair directly, at Mr.*********** *********** As ************************ did not complete the repair, the Association was forced to complete this repair directly on March 24, 2023 at a cost of $362.50 in labor and parts of $83.05, which was billed back to *********************** at the *****s direction.  In April 2023, ************************ requested the ***** of ********* credit him for the cost of the labor which was shared directly with the ***** by Management.  In May 2023, the ***** of ********* agreed to credit ************************ for half of the cost of the labor ($181.25) and that refund was sent to *************************  In June 2023, *********************** requested full reimbursement of the cost of labor and the ***** denied that request.
  
  Mr.*********** continued grievance is with the ***** of ********** and not with FirstService Residential. FirstService Residential, as the agent for the Association, does not have the independent authority to waive provisions of the Associations governing documents related to unit owner repairs/responsibilities, to undertake repairs for which the Association is not responsible, or to charge or refund amounts to individual unit owners without ***** approval and direction.  ************************ was advised in December 2022 that the responsibility to repair his cartridge was his own expense related to property he owned directly, and not an Association expense.  Only in March 2023, did the Association undertake the repairs directly after extended discussions with ************************ and direction from the Associations attorney and after he did not to undertake those repairs directly. 

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20612887
  
  I am rejecting this response because they are shifting blame to the association, which I agree is a mess and horribly run. But they ignored the fact that the property manager has committed slander and totally mishandled the situation. The response given also includes false information and dates to help cover up the mishandling of the situation.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/12/2023

  Type:Product 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 6/6/2023 I was attempting to get an on-line loan and working with an individual calling himself *********************** *************), He stated I was approved for an $8000 loan and asked my banking routing number and account number. Shortly thereafter, (4) deposits were made of $100 each into my account from Checks stating ************* Residential, **** Shortly I was contacted by ***** again stating I needed to use these funds to purchase a money card from ******* and send pictures of receipt and of this card, front/back to him via text. I stupidly complied. Next (2) more deposits were made, again checks from ************* Residential, *** of $200 this time. Again he instructed me to purchase another card, and this time I said no. Within minutes, my bank account sent me notifications of 5-6 transaction reversals for previous paid bills. ***** called back and said I need to send $1600 back to get my $8000 loan and I said no. He threatened me that WTC would arrest me within 72 hours if I failed to send back $1600 because this was their money. I said no and hung up, Next I got a call from ************ stating the individual worked for WTC and making same threats. I called my bank and put my account on hold due to suspected fraud. ***** and other individual called back several times threatening me. Next day, even with my account on hold after discussing this occurrence with bank representatives, the (6) checks from ************* Residential were "Deposit Item Return Unpaid".

  

  Business Response

  Date: 06/14/2023

  While this is an unfortunate situation it appears to be a scam wherein the perpetrators are exploiting the FirstService Residential name to commit fraud. We do not have any record of *********************** living in any of the communities we manage in Illinois, nor would we ever issue checks to anyone that would be associated with a loan of any kind. We are conducting an investigation due to the fraudulent use of our companys name. 

  Customer Answer

  Date: 06/14/2023

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

• Initial Complaint

  Date:06/11/2023

  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.

  This company is supposed to "professionally manage" my building but they don't know anything about being professional. Our building manager ******************** does not reply to emails in a timely manner or deal with any problems that need to be addressed by the property manager. In short, she does not do her job. Then when I emailed ************* saying I want her boss or someone above her to contact me as I refused to talk to ******* after she was 5 for 5 of not dealing with an issue I brought up, I was assured that ***********************, the regional manager, would contact me. It's been nearly a month since I asked for just an email or phone call from *********************** and she has made no attempt. She must be the busiest person in the world! When I told them I won't be paying my assessments anymore for this kind of unprofessional behavior and lack of work from their end, they then had a "***********************" email me but she was a middle school teacher from ************* that has no idea whats going on and not connected to ************* at all. What a joke. See the attached image to see. I will continue to not pay them until *********************** contacts me and she better have an explanation for who's accountable for this. If they want to try and charge me for any late fee's, they can send it to my lawyers.

  

  Business Response

  Date: 06/22/2023

  Our apologies to ********************* for our delay in responding to his concerns. We have addressed his concerns as it relates to the property manager as she was unfortunately on PTO when some of his communications were received. We have also determined that our initial communication intended for the regional director went to an incorrect person outside of our organization. We have since escalated ***** concerns to the regional director, and she has contacted him. Additionally, **** has also been advised that he can contact our 24/7 resident support services or customer care center in the event an immediate response is needed. 

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20173035
  
  I am rejecting this response because that is a complete lie. I know ******* (the property manager) wasn't on PTO when my keys fell down the elevator shaft as she did respond to the emergency line person when I did call the emergency line. She also wasn't  on PTO during several other concerns I brought up and I have the emails to prove it. You said "**** was informed there is a 24/7 emergency line he can call for assistance" except when I did call, I was met with ZERO help. So please don't ever tell me that again unless you make some severe changes because your current emergency line is completely useless.  Also, 1) why did I have to wait 1 ENTIRE MONTH to receive a message from the regional manager 2) who is accountable for some random *********************** (regional manager) who doesn't even work for your company being contacted to e-mail me? 

  Now you're trying to give me a ridiculous excuse as to why these things happened? No, I won't accept these lies. Hold yourself accountable and give me a proper explanation and accept you guys messed up and start showing me you guys are making some changes to right this wrong or I promise you, this is just the beginning of exposing this company. 

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

  

  Business Response

  Date: 06/27/2023

  We stand behind our previous response and we have further confirmed that she was on PTO during the parking lot incident.  Also,please know that when managers are out of the office, from time to time they do still respond to emails/calls as our managers are on call 24/7 for emergencies.We have internally addressed the issues with the delayed communication and the error in you receiving contact information for someone external instead of the regional director, which caused further delay. We apologize for and acknowledge the delays in this response. We have reviewed our internal SOPs and addressed the error with the supervisor for the residents services team to ensure that the issue you encountered does not happen again.
  
  Our regional director, *******, has been in communication with **** since his original BBB complaint. He indicated he would contact her via email but has not done so at the time of this response. ******* is available and ready to help him when he is available to contact her.

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20173035
  
  I am rejecting this response because: I'm not talking about the parking lot incidence, I'm talking about when my wife's keys fell down the elevator shaft. She was not on PTO. BUT since you brought up the parking lot incidence, reviewing those emails she says she was "out in the field", nothing about PTO. So who's telling the lie there? Regardless, it's something that shouldve taken 30 mintues to resolve but it ended up taking over a week after I had to escalate things. Why does it need to even go there? Any explainations to that? 

  Furthermore, you're quick to note that I haven't reached out to ******* yet when she reached out to me. I'm still waiting on an explaination as to why it took an entire month for her to reach out to me when I am the PAYING customer. Is that standard company policy? It's only been 1.5 weeks since she reached out to me, she can wait a little more when I'm ready since I've had to wait a lot longer. 

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