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:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There has been a ringing from the mechanical room since before November 2024. The first call documented was in November of 2024. I have called each and every month since then sometimes multiple weeks and I get the same run around each and every time. Someone will call me in 2 hours. Ill have someone out there in 24 hours. It never happens. I have been very patient. I suffer from PTSD and this has been a constant battle for me and my peace of mind. I have been way more than patient. This is the only thing I know of next. I have no problems with anything else around the area. Everything is great in that aspect. But nothing is problem until there becomes a problem. I dont know if this is a hazard that could harm anyone or if it is just an annoying sound. But I walked across the street to the other units mechanical room and there is no sound coming from there. I also can hear the sound coming from the mechanical room from across the street. The neglect of whatever it is has become past unacceptable.

  Business Response

  Date: 03/28/2025

  We acknowledge this issue and take the concern seriously.Numerous steps have been taken to resolve it with the current service provider.Despite multiple attempts, the issue remains unresolved.
  
  As a result, we have engaged a new provider to assess the situation and implement a permanent repair or replacement of the existing system.They have prioritized this matter and will conduct a thorough investigation to determine the best course of action.
  
  We are committed to permanently resolving this issue as quickly as possible and encourage the owner to contact us directly to report any changes or further concerns.
  
  FirstService Residential

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a homeowner of a townhouse within the First Residential Association. I submitted a request back on 12/11/24 for an ARC modification request to get windows and my front door updated and more energy efficient. The **************** Specialist replied on 12/17/24 stating she forwarded the request to the Association Manager for next steps. I followed up on 12/27/24 since I got no response. I got a reply on 1/7/25 stating the Manager was out til 1/16/25 and it could take up to 30 days to get an approve/rejection. I followed up on 1/20/25, since that would have been past the 30 days from the initial request. She responded on 1/23/25, stating they were having a board meeting that night and would review it then, but she saw no issue on getting approved. She then asked for a document to be filled out the next day to present to the board and that was the last step. I filled it out and replied to her that day with the requested documents. I followed up again on 2/6/25. And I got a reply stating they were still reviewing, and it can now take up to 60 days. So I waited again until the next board meeting on 2/27/25. I again followed up on 3/5/25 and got the same auto reply. I have had to push the project back since the Association is taking now almost 90 days to respond. Which was originally 30, then 60, and still nothing.

  Business Response

  Date: 03/10/2025

  The Board is currently reviewing the ARC application. Since it was inadvertently left off of the 2/27/25 meeting agenda, we anticipate a quick response. The homeowner should have a response from the Board this week.

  FirstService Residential

  Customer Answer

  Date: 03/12/2025

   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.

• Initial Complaint

  Date:02/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a complaint against ************* Residential regarding my recent experience with their services, following the purchase of my condo at ********** on December 20, 2024.Upon purchasing my condo, I paid a fee of $150 for setup on all related HOA and resident systems. I was unaware that ************* Residential had its contract canceled by the *** and that a new management company would be taking over. Unfortunately, ************* Residential did not properly transfer any of my information to the new management company. As a result, I have spent weeks trying to get my details updated and to access the new systems, which has caused significant inconvenience.I have made multiple attempts to contact ************* Residential to request a refund of the $150 fee. However, they have refused my request. They had promised to respond within 48 hours to my inquiries but have failed to meet this timeline. I even reached out directly to their CEO and have yet to receive a response.I am requesting a full refund of the $150 that I paid, as I believe it is unjust to charge for services that were not properly rendered.Thank you for your attention to this matter.Sincerely,****** ******

  Business Response

  Date: 03/07/2025

  Mr. ****** closed on his unit on 12/20/2024. Our last day managing the property was 12/31/2024.Unfortunately, the closing documents were transitioned over to the new management company (******) during the holidays and we did not process the set up of his new account. Mr. ****** reached out to FirstService requesting his $150 processing fee be reimbursed.He called our corporate headquarters in ***********, ******* so it took a bit of time to reroute the concern back to the appropriate parties in Minnesota. Once Minnesota was notified we immediately processed corporate check request to reimburse Mr. ****** for the $150. Mr. ****** should receive his reimbursement check on or before the week of March 17, 2025.

  FirstService Residential

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a realtor and I am representing the owner of a condo in the sale of the property. The home owners association has mismanaged this property to a point where a bank will not loan on the home. There are multiple solutions to this problem and I have tried THREE seperate times to contact the property manager to discuss solutions. Each time I make a request, the employee assisting me creates a new ticket and assures me a property manager will call me within 48 hours. After 48 hours I call back and they apologize and assure me someone will call me in another 48 hours. No one calls. This happened THREE times. The last time I called I refused to make a new ticket and said I wanted to speak to the manager or the supervisor of the property manager that is not calling me back. The said that is not possible but they will escalate the issue to the highest degree and the district manager will call me back before the end of business day. They are giving it the highest priority. Here we are 24 hours later and NO one has reached out. This property cannot be sold until they speak with us. We were supposed to close a week ago. The owner of the home is loosing money everyday and there is no end in sight. This should be criminal and if there are any legal recourse, the owner of the home would love to take action. Absolutely absurd the way I am being treated. Reference number for the latest ticket I created on Monday, January 6th, 2025 is *******. The property manager for this home owners association should be fired. They charge the owners of the *** $400/month. Criminal.

  Business Response

  Date: 01/28/2025

  We need the name of the homeowner and association name in order to respond. The disclosures are generated by a third party and association/unit specific. There is no way to respond unless we can look up the homeowner and unit to review the history.

  FirstService Residential

• Initial Complaint

  Date:08/20/2024

  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 spoke with my neighbor who was out on his patio who was experiencing the same thing today. We have been waiting 20 days for keys to our mailboxes. The local post office near our homes is small and runs a little slow, so if you work away from home its borderline impossible to get there. Furthermore the keys that were supposed to be there 20 days ago still arent there. Good luck getting in touch with the managers, call center people are nice and do what they can but the local people just tell you things have been sent but no tracking numbers and send you and email a week later blaming the post office. 20 days without access to mail if you are a working adult is horrible. Yet they will just raise HOA fees and improve nothing. I am not asking for a HOA fees back from the 7 years I lived here, just for them not I get a wake up call to take care of their residents basic rights. I do not want my information disclosed due to fear of retaliation on fees or fines from this unscrupulous company.

  Business Response

  Date: 08/28/2024

  FirstService Residential manages over 500 Associations and ****** residents in **. We are unable to locate a resident/homeowner with the name/email address provided on this complaint. Please provide additional information such as address/unit number, or name of association so we can further investigate.

  FirstService Residential
  

• Initial Complaint

  Date:07/01/2024

  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.

  FIRST SERVICE RESIDENTIAL is the *** for a townhome in ************* mn that I sold in June 2024. Since then I have contacted them multiple times to tell them I sold the home and stop contacting me, however they continue to contact me and send me the new owners *************** bill. Calling is no use. This company is terrible with communication and they never call back or follow up on an issue.

  Business Response

  Date: 07/03/2024

  To Whom It May Concern:
  
  FirstService Residential is the contracted management company for ************* **************************** in *****************When a homeowner buys/sells a home in a community FirstService residential needs the title paperwork from closing to show proof of ownership on a unit to properly keep accurate records for an association. Once this paperwork is received from the title company there is a two-week turnaround in processing.This owners account has been flagged based on the phone conversation with the owner that they have sold their unit and that they do not wish to be contacted. However to properly update the association records, we still need the appropriate title paperwork from the new owner to process.
  
  Thank you,
  
  FirstService Residential

  Customer Answer

  Date: 07/05/2024

   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.

• Initial Complaint

  Date:06/14/2024

  Type:Sales and Advertising 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 is a townhouse/condominium and we experienced an ice dam in February of 2023. First Residential was called and I spoke to ************************* as the dam had caused water intrusion in a corner of our bedroom. ****** said he would send someone over to take a look. The dam was removed, which was First Residential's responsibility, and 2 guys pulled up a corner of the carpet, removed a section of wet padding (about 3x3) and left a fan to dry the carpet for about 2 days (I had the dried padding replaced by another contractor). There was not any discussion as to the cost of this service nor did I agree to pay for anything. Had I been given an estimate for almost ******* at the time, I would've made other arrangements from the start. I had the carpet repaired by another contractor. I heard nothing from either First Residential or the company that removed the dam & pulled up the carpet. In April 2024, 14 months later, my HOA monthly statement included an assessment for ******* with no explanation. I called ****** at First Residential and he emailed me indicating the assessment was from the ice dam water repair. He said he had asked the repair contractor to bill us directly but he received the bill and paid it through his office. I still don't even know the name of the company that he sent over, it may have been his own employees. ****** has since left his position so I went back and forth via email with another guy. Nothing was resolved until I received a letter indicating First Residential was sending this to a collection service. I also think First Residential is feeling salty toward our HOA as it was decided to change HOA management company effective July 1st, 2024.

  Business Response

  Date: 06/21/2024

  To Whom It May ******************* Dancing ************************* have a set of governing documents which lays out the Associations Maintenance Responsibilities. A set of these documents is posted on the community website *****************************************************; This maintenance responsibility is noted in the Associations governing documents declaration Section 6.5.1 Any Common Expense associated exclusively with the maintenance, repair, or replacement of fewer than all Units or parts of the Neighborhood Common Elements or Master Common Elements used primarily by the Owners of those Units may be assessed exclusively against the Units benefited in proportion to the degree of benefit. .

  When it comes to the Ice Dam issue, the Association has a maintenance responsibility to address the issue when it occurs and when the association is notified to prevent any additional damage to the community. This occurred per the request of the owner. These Charges applied to the owners account are in accordance to the direction of the ***************** of Directors and in compliance with the Association Governing Documents. 

  FirstService Residential

  Customer Answer

  Date: 06/24/2024

   I am rejecting this response because:
  I did not request or approve any work to be done by them.  I was never given any type of estimate nor did I sign any contract between us.  
  
  

  Business Response

  Date: 07/03/2024

  To Whom It May ******************** a homeowner purchases into a Homeowners Association,they are subject to the governing documents in place for that property. In the circumstance above the association processed the ice dam situation in accordance to the association governing documents and the responsibilities set forth in the governing documents for the Dancing Waters Master Association. 
  
  Thank you,
  
  FirstService Residential

• Initial Complaint

  Date:04/12/2024

  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 am writing to express my dissatisfaction and concern regarding an issue with a property managed by FirstService Residential. I believe it is important to bring to your attention the following matter:In February 2022, my spouse and I purchased a property managed by FS Residential. Recently, we received a notice for a loss assessment claim amounting to $5,264, which stems from a roof damage incident that occurred in September 2020.What troubles me most about this situation is that this loss assessment claim was never disclosed to any of the buyers, including us, during the Resale Disclosure Statement process. It is important to note that the property has changed ownership twice since the incident, indicating a failure to transparently convey crucial information to subsequent buyers. This failure to disclose the claim during our due diligence in acquiring the property is a serious oversight on the part of the mgmt company.Despite our efforts to address this issue, the property mgmt is now refusing to assist us in locating and reaching out to the previous homeowners, as well as the HO6 insurance company that was in place at the time of the roof incident. This lack of cooperation further exacerbates the issue and places an undue burden on us as current homeowners.In summary, I firmly believe that FS Residential is at fault for its negligence in failing to disclose this claim and for its unwillingness to provide assistance in resolving the matter. As paying clients, we expect and deserve transparent communication and support from our property mgmt company.Therefore, I urge FS Residential to take immediate action to rectify this situation. Specifically, I request assistance in locating the previous homeowners to address the loss assessment claim. Additionally, a thorough investigation is warranted to understand why this claim was not disclosed in the Resale Disclosure Statement.I appreciate your attention to this matter and look forward to a swift resolution.

  Business Response

  Date: 04/28/2024

  The Roundstone at ******************************** sustained roof damage from a wind/hail storm on September 6, 2020. Despite the date of loss, the claim had not been accepted by the carrier as of December 2021 at the time the Resale Disclosure was ordered for the unit located at *************************. In the event the claim was not accepted and to our knowledge, the ***** of ********* was not planning to special assess for repairs if the insurance claim did not get approved. They intended to make repairs using the Associations operating or reserve funds.
  
  The ***** had not determined how they would pay the deductible if the claim went through until after the claim was finally approved by the carrier in late 2023. The determination to assess the Associations deductible back to the individual units was made by the ***** of ********* at their meeting on February 29, 2024. Hence, there was no disclosure regarding a loss assessment prior to that date.  Following the ***** decision regarding the deductible, the Association Manager with FirstService Residential sent the deductible letters provided by the Associations hired Public Adjustment firm, Gavnat & Associates, to all Owners on March 5, 2024.
  
  Due to privacy laws, we are unable to provide a current Owner with contact information for a previous Owner. It is our recommendation that the current Owners consult with their *********** professional and closing company to locate the prior Owner.
  
  FirstService Residential

• Initial Complaint

  Date:01/04/2024

  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.

  12/2023, They charged me $35.00 to send me a letter. I want this refunded back to me. They have my email, no need to charge me for a letter. May 2023-Current, $25.00 a month late fee charges for an assessment. I was told I wouldn't be charged late fees. This company told me to call their collections department and there's no phone number for this department. I'm being scammed.

  Business Response

  Date: 01/12/2024

  The ***** of ********* for ******************************* approved a Special Assessment while still under a prior management company. Ms.******** account came under our management with a balance of $752.41 as of April 30, 2023. According to the ***** of *********, this balance consisted of the special assessment and a $50.00 fine. We began issuing late fees in accordance with the Associations delinquency policy on July 17, 2023. As the account balance has remained largely unpaid, we have escalated the collections process to include a 10-day demand for payment letter. Such letters are mailed to the Owners billing address on record and incur a $35 processing fee.

  ****************** met with the ***** of ********* on/around December 13, 2023 to discuss her outstanding balance. Per the *****,FirstService Residential was directed to credit the previously issued fine of $50.00, which was credited to her account on December 29, 2023.

  Ms. ******** complaint states the letter she received does not include a phone number to contact the collections team, however the letters do include that contact information. Additionally, ****************** sent an email to *******************************, Association Manager, on November 7, 2023 at 7:45pm stating,I will not be calling your collections team. I spoke with ******* last fall about paying what I could afford and she agreed to that arrangement. ******* is the ***** President, though we have no record of this agreement if it was made. 

  The request for reimbursement in the amount of $260 is for a door handle replacement to her condo unit door, which is a limited common element, and subject to homeowner responsibility in accordance with State Statute and the Associations governing documents. **************** has forwarded the request for reimbursement to the ***** of *********, however they have not yet made a decision. 

  FirstService Residential

• Initial Complaint

  Date:10/27/2023

  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.

  We filed an insurance claim October 21,2022 for water damage from an overflown tub. The ceiling repairs were finally completed in July of this year. FirstService Residential finally sent us the check a little over $7,000 for reimbursement for the repairs. Well to our surprise the check was reverse due to insufficient funds. We spoke to **************************** this morning. It took us months to get reimbursed and to finally get the check and have it bounced is totally devastating and frustrating.

  Business Response

  Date: 10/31/2023

  The association funds are available; we are unsure why this matter arose. However,we are stopping payment on the check and reissuing the check this week. The check will be couriered to the address and should be received yet this week.

  FirstService Residential
  

  Customer Answer

  Date: 10/31/2023

   I am rejecting this response because:
  
  If they had the funds from the insurance claim provided by ************************* then the check would have never bounced. Checks only get rejected by banks when the account the check came from is lacking sufficient funds. I will not close this case until the new check comes and is cleared by the bank.