ComplaintsforFirstService Residential Illinois, Inc.

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  06/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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,
  
  *********************

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to bring to your attention a distressing incident that occurred on 5/20/23 involving a contractor security guard employed by IPS, as well as the subsequent actions taken by ************* Residential. As a resident of *******************, I am deeply concerned about my safety and well-being, and I believe it is imperative that this matter be addressed promptly.On 5/20/23, my wife was approached by a security guard whose name I am currently unaware of. Despite being in an enclosed area away from his designated post, the guard approached her and proceeded to make inappropriate and unwelcome comments. He stated, "you are a 10 out of 10, top to bottom. I just had to stand up to tell you that." This encounter left her feeling extremely uncomfortable and violated within the confines of my own home.Immediately following this incident, I lodged a formal complaint with the appropriate authorities at FirstService. Regrettably, I was informed that my complaint was made known to the security guard in question, thereby revealing her identity as the complainant. This revelation has increased her level of discomfort and concern for my safety, as it poses the potential for further issues or retaliation. Furthermore, I found that he was not only made aware of the concern, but welcomed back at the property to continue work. She is now forced to encounter this individual on a recurring basis which makes coming home full of anxiety and tension. As the property management company responsible for ensuring the well-being of residents, ************* Residential has an obligation to handle complaints in a manner that protects the privacy and safety of the complainant. I believe that by making the security guard aware of the complaint and the complainant's identity, ************* Residential has failed to adequately address this matter and has caused further harm.

  

  Business response

  06/07/2023

  FirstService Residential address all matters of this nature with high importance. After hearing of the incident, the management team immediately contacted the supervisor at IPS, the third-party vendor that the Association has engaged with for their security needs. The management team informed the vendor of a reported incident pertaining to their employee making an unwarranted comment to a resident. As the residents privacy is of utmost importance, at no time was a name or unit number provided to the vendor. Management strongly advised the vendor that their employees must remain professional at all times, and abide by the associations procedures,protocols, rules & regulations.  This incident was also reported to the ***** of **********
  
  We can report that the association has had a long-standing relationship with the security firm. Progressive discipline is followed with any complaint issued to any of their employees. We can report that this individual has been assigned to this association for many years, and this is the first complaint he has received from a resident. This is also the first complaint that the association received regarding a lack of professionalism by IPS personnel. This incident is being followed closely both by the management team and the ***** of ********** Any further incidents will include this associates removal from the property.

  Customer response

  06/07/2023

   
  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

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had work order to put fixed screen back in WEDNESDAY. It is now FRIDAY and NOT DONE!!!! Their guy had no idea how to do this and TOOK MY SCREEN after I told him to LEAVE IT HERE. For 8 hours I've been trying to get my dam screen back and being blatantly ignored. Now they are accusing me of having to buy a new screen with charges!!!! WTF??? !!!! What kind of building has maint. steal only to charge you and they emailed me NO CHARGE!! My God what corruption. Our building full of liars and thieves and horrible for resident owners.

  

  Business response

  05/15/2023

  The management team contacted ************ on Wednesday, May 10, 2023. ************ stated that the screen did not fit squarely into the frame,and we had a discussion related to the right and left upper corner misfits into the frame. We confirmed with ************ that she was not charged for the screen that the maintenance team provided her. Arrangements were made with *********** to have a new screen delivered and installed at no charge on a day that worked with Ms. ****** schedule, Thursday, May 18th. The team concluded the conversation and made sure that ************ had the teams correct contact information and requested that she reach out if there are any other concerns. 

  Customer response

  05/15/2023

   
  Complaint: 20024214
  
  I am rejecting this response because:  they left out critical issues that dragged it out into several days as in maintenance taking my screen and nobody replying that day for hours and hours and I believe I should be partly credited off my assessment for this hassle.  There have been many issues with our building and we need friendlier and more communicative maintenance and engineer.  This was the 1st time they made concession and the screen gets ruined from weather and we shouldn't have to be charged to replace.  It's part of the building.
  
  Sincerely,
  
  ************

  

  Business response

  05/16/2023

  We thank ************ for her patience while she experienced a communication issue with the on-site maintenance team. The management team has spoken with the team so that future incidents do not occur. The Associations Declaration and the Illinois Condominium Property Act do not allow for monthly assessments to be partly credited. Further, charging back for screens is per the Associations Rules and Regulations that is directed by the ****************** of Directors. Future communication regarding this issue and any future issues can be directed to the on-site management team. The on-site team made sure that ************ has the teams correct contact information and requested that she reach out if there are any other concerns.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought this split-level town house in May of 2021. Every time it rains, water seeps into the family room and bathroom on the lower level. I have made multiple calls and sent emails with pictures to the local management office which is in *****************, **. They sent a couple of maintenance guys only once but they did not do anything about fixing the issue. I also spoke to one of the *** board members who lives in my neighborhood who came inside the house to look at the problem but didn't pursue it any further. One of the walls in our lower lever bathroom has significant water damage and once one of our hand-made rugs in the family room got completely soaked and wasted. I will appreciate if you could please tell them to resolve our problem. I pay them $290/month in *************** every month on time and expect quick response to my issue.Thank you.

  

  Business response

  03/09/2023

  The property manager for the association has been in touch with the owner in regards to his repair.  After review of the repair, it has been communicated to the owner that this is not a repair the association is responsible for per the associations governing documents.  It has also been communicated that the owner is encouraged to speak directly to the associations board of directors regarding the matter and can do so in writing or attendance at the next associations board meeting. 

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The condo complex I was living at went through a deconversion process in early June of 2022. During the closing, an incentive for unit owners to vote YES for a sale was that upcoming special assessments and outstanding building issues would be taken care of by the new purchasing group. At the time of closing, ************* Residential, the *** management company handling association funds, held back $2,939,108.84 in 'Holdback Funds'. Owners were not made aware of these funds until seeing them on the title company documents at closing. We were threatened with litigation if we did not file all required paperwork prior to closing. It was stated by ************* Residential and the Law Firm mediating the sale (*********************************- KSN) that owners would receive reimbursement checks from the leftover Holdback Funds within 90 days of the sale, which would have been early September of 2022. Checks did not begin to arrive to some owners until mid-December, 2022, over 3.5 months past the original timeline. Not only were the checks severely delayed, FSR and KSN refuse to provide an itemized breakdown of how the held back funds were used. Over $2M is unaccounted for! Both parties point fingers at each other for who is responsible, even though they work together on many condominium projects, closings, and lawsuits. Many owners have still not received their reimbursement checks. Some were sent to incorrect addresses, some came unsealed, and others were misspelled. Multiple unit owners have reached out to ************* Residential via phone, email, or in person for information on the $2M. Not one unit owner has received a breakdown of how the funds were allocated after contacting FSR and KSN dozens of times over the past four weeks. Saying that the 'service' in ************* Residential needs to be removed is an understatement. This business is unprofessional, has a reputation of incurring lawsuits, and is potentially fraudulent.

  

  Business response

  01/13/2023

  FirstService Residential did not hold any funds. Our responsibility lied solely in facilitating the distribution of funds. We are no longer the management company and as such, we required the authorization and information about former unit owners from the associations attorney. Once that authorization was received, we processed all checks and the checks have been sent out to the former unit owners per the information provided to us. It is our understanding that all HOA debts were satisfied prior to the issuance of the payments to former unit owners.

  Customer response

  01/16/2023

   
  Complaint: 18719587
  
  I am rejecting this response because: There was no apology or plan for resolution from FSR.  There has been a complete lack of communication and service provided to the past owners that were paying ************* Residential for HOA Management services.  I attached two photos from ************* Residential's preferred law firm, KSN.  Photo 1- KSN puts responsibility on ************* Residential (********- Regional Director @ FSR) for the missing $2M+.  Photo 2- KSN acknowledges the total amount that was dispersed to owners, but says that they do not have a breakdown of how that amount was determined.  After multiple emails to all parties, KSN has since reached out to 'other attorneys' to get more info on the matter.

  There is over 2 million dollars that is unaccounted for and no party is assisting in providing the information owners are looking for.  This is elementary level accounting for any business in good standing.  The checks to owners of ***************** were issued by FSR and their ******* office, but no one from their company is able to provide any information regarding these funds.  FSR- if you are not responsible for the missing $2M+, who is the responsible party and how can we resolve?

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

  

  Business response

  01/25/2023

  ********************************* (KSN) was the attorney of record for ***************** *********************** during its legal existence, as well as throughout the process of the sale of the condominium building and associated deconversion. KSN was not hired and is not retained by FirstService Residential. We have not been the property management company since July 2022, and we are no longer responsible for overseeing any aspect of financials or accounting. We stayed involved beyond July 2022 strictly to facilitate payments to the former owners following the conclusion of the sale of the building. We had no other obligations whatsoever to the former Association, nor to any other party to the sale. Legal counsel for the association (KSN) and counsel for the purchaser would be the entities with all of the accounting knowledge related to the deconversion and sale. KSN should be able to provide **************** with the related breakdown. We understand that **************** is in contact with KSN and that they are working to get him the requested information.

  Customer response

  01/26/2023

   
  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.  I will focus my efforts on this matter with KSN.  This does not excuse the poor communication and lack of execution from FSR on the heldback funds and disbursement.  There was over a three month delay in these funds, with many owners still waiting for their checks.  If the most recent response from FSR was communicated to KSN and previous owners months ago, we would not be in this position.  Multiple employees at FSR ignored communication completely or took no initiative to resolve.  The escalation to the BBB could have been prevented by better business practices.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Overpaid monthly assessment on 1/9/2022 in the amount of $364.41 association refers to payment processor, payment processor refers to association for refund which they said will take at least 14 days to get back. I need the funds sooner as I sent them electronically.

  

  Business response

  01/13/2023

  Tell us why here.

  We have spoken to the owner regarding his overpayment refund. A refund check will be cut next week (1/17-20/23) and personally delivered by a FirstService Residential representative. The owner is aware of this arrangement and has agreed.

  Customer response

  01/16/2023

   
  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. Senior Manager helped to get overpayment quickly appreciate your help!
  
  Sincerely,
  
  *********************************

• Initial Complaint

  01/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  FirstService owes the former owners of condos located at ***************** in ********** **. The building was deconverted from condos to apartments and all owners had to sell their units. At closing, a large sum of money was withheld from each owner's proceeds, to pay HOA debt. In our documents it indicates that any surplus money would be sent back to the owners 90 days from closing (which would be 09/06/22). In December 2022, we were told the checks had been mailed on Dec 5. Then they said, well it was between Dec **** but we cannot tell you exactly when. My check was mailed to the incorrect address, despite me giving them my correct address MONTHS ago. I have yet to receive my check. I have been trying since December to get them to stop payment on that check and re-issue a new check. The regional director, ***************************** advised me Jan 4 that she would stop payment and re-issue. When I went to the office in *********, I was given a complete run around. She has yet to respond to my subsequent email and voicemail. MANY of the former owners have yet to receive their checks. Of the small percentage of former owners that did receive checks, they came in unsealed envelopes, many sent to the incorrect address, and many containing typos, making it difficult for them to even cash the checks. FirstService seems unwilling or unable to make good on the contracted agreement to pay us the surplus money we are due. This is our money, that was withheld from us. What recourse do we have to get these monies? ALSO NOTE, they are refusing to reply to people requesting a break down of how the money was spent, and how the surplus amount was determined. We have nothing to prove that the money withheld from our proceeds in fact paid off HOA debt or if it is merely lining FirstService coffers.

  

  Business response

  01/13/2023

  FirstService Residential did not hold any funds. Our responsibility lied solely in facilitating the distribution of funds. We are no longer the management company and as such, we required the authorization and information about former unit owners from the associations attorney. Once that authorization was received, we processed all checks and the checks have been sent out to the former unit owners per the information provided to us. It is our understanding that all HOA debts were satisfied prior to the issuance of the payments to former unit owners.

  Customer response

  01/16/2023

   
  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

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/11/2022 I contacted Firstservice Residential for a refund after paying a full months of homeowners association dues. I sold my property on 7/8/2022 and the new owners paid for their portion of the ***************. I was told I did not need to send in any documentation and once they received the information from the new owner I would receive a refund. I contacted Firstservice again on 7/26/2022 about the refund and was then told I needed to submit a closing document so they could process my refund. I sent the requested document to ******************************* on 7/27/2022 and still never received a refund. I called again on 9/11/2022 regarding the refund. I left a message and received a call the next day by *************************. She informed me that I had to submit my request in writing by email to receive the refund. I submitted the email on 9/12/2022. As of today, 10/19/2022, I still have not received a refund.

  

  Business response

  10/25/2022

  On 8/8/2022, we issued a credit in the amount of $254.41 to an address in Woodstock per our records. We followed up with the previous owner as the address provided here was different from our records. The owner confirmed the correct address and a new check will be mailed out on 10/25/22. Our apologies for the confusion.

  Customer response

  10/26/2022

   
  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,
  
  *****************************

*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. ↩