Complaints

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

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  FirstService Residential Nevada, LLC

  8290 Arville St Las Vegas, NV 89139-7114

  
• 

  FirstService Residential Nevada, LLC

  2590 Nature Park Drive, Suite 100 North Las Vegas, NV 89084

  

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:06/01/2023

  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.

  On May 24 2023 the FirstService Residential **************************** which manages ************* ********************** had my car illegally towed out of a private driveway that serves *************************************************************************. This is a single family residence and I had permission to park in it. My reasons for disputing this are based on:Article 4.05(d)(iii) of the *********************** CCRs only prohibit parking in shared driveways. Shared driveways are defined as serving adjacent sublettered lots. Typical layouts of shared driveways are shown on Exhibit "D" of the CCRs. The driveway that serves ******************** where my car was parked does not serve adjacent sublettered lots and is therefore not shared. The layouts shown on Exhibit "D" depict shared driveway easements. The subdivison map on file with the Clark County Assessor also shows ingress/egress driveway easements on shared driveways that serve adjacent sublettered lots. The driveway for Lot 21B (********************) does not have an ingress/egress driveway easement, therefore the *** does not have the authority to tow cars parked in this driveway.Per NRS ********, residential communities can only tow vehicles if it they are blocking a fire hydrant, a fire lane, a handicap designated parking space (if driver did not have proper handicap tag displayed in the vehicle), posing an imminent threat of causing a substantial adverse effect on the health, safety or welfare of the resident and if the vehicle is clearly marked for a specific resident or the use of a specific unit in the community in accordance with NRS ******** (2b)(4). My vehicle did not meet any of these criteria. The driveway for ******************** is not shared, nor does it have a driveway easement. Furthermore, my car did not meet the legal criteria for towing identified under NRS ********. My car should not have been towed and FirstService Residential is responsible for all costs associated with the towing of my vehicle.

  Business Response

  Date: 12/02/2024

  Hello,

  It appears this is an complaint from 2023 that went to an old company address and former employee (Enydia ****?). I don't have record of receiving this complaint so a response wasn't submitted. I will reach out to the manager to see if they have information to provide and will submit it as soon as possible. 

  Thank you! 

  Business Response

  Date: 12/13/2024

  Hello,

  We were just recently made aware of this complaint from 2023. It was not received by our company, so please excuse the late response. The property manager was able to find some information on this issue. She advised that the board reviewed this incident again earlier this year and the Board agreed that the tow was erroneous. The complainant should have received a response from the ***********'s attorney and this issue should have been resolved as of June 2024.  The towing company has ensured this mistake won't happen again.
  
  If you need further information, please let us know. 

  Thank you!

  Customer Answer

  Date: 12/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and, pending they reimburse me for the cost of the tow, then I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 01/27/2025

  Good evening, since my previous communication FirstService Residential Nevada, LLC has not provided the response from the associations attorney, nor have they reimbursed the cost of the tow. This situation remains unresolved. 

  Business Response

  Date: 02/10/2025

  Hello,
  We apologize for the delay. This is currently being addressed by our management team and the attorney. 
  Thank you
  

• Initial Complaint

  Date:03/30/2023

  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.

  I own a property at **************************************************************************). This property *** is managed by ************* Residential. Last year the *** fees increased, however they did not adjust my *** fees (which were set to automatically adjust and auto pay) to the new amount. As such, they took out slightly less than the total due each month. My first notice of this was when they turned the past due balance over to their in house debt collection agency, ******************* who placed a Lien on my property (again as a VERY FIRST action) AND added roughly $1500 in fees to a balance of under $700 (which already included a fee of $125). I immediately contacted ************* and discovered that the local office had locked my account - thus preventing ANY payment from being made to the *** in February and March, in addition to the past due balance. They defended the integrity and behavior of Red Rock and told me "Yeah it gets expensive." I made contact IMMEDIATELY upon receiving the first notice from Red Rock and have been trying to get this issue resolved in the month since. All they have to do is reopen the payment portal and allow me to pay the full amount which I have been asking to do since day one. I have also reached out and left four messages (on the 27th and 28th of March), an email, and been assured that no less than four direct messages have been sent to manager ************************* - who as of now has yet to contact me back. Simply put - all I want is a resolution and to be able to pay what is actually owed (not made-up charges of thousands of dollars). I have multiple properties, and ALL have ***'s. I have never been late, or behind on ANY of them. All of them are set to auto-pay and to increase when any increase goes in automatically. I have a credit score over 800. This has never happened before, and I am truly at a loss as to why this company and its debt company, is choosing to engage in such blatantly predatory practices.

  Business Response

  Date: 04/06/2023

  It is a common matter that when two parties are not understanding one another,assumptions concerning one party to another are made. Many of the complaints made by **************** is a result of such matter. Additionally, there appears to be a lack of understanding of the role of the *** manager once his account was placed into collections. Due to collection practices and laws pertaining to debt collections, once an account is turned over to a collection company the management company's communication regarding a delinquent account is practiced with restraint, so as not to interfere with or give a perception that we are participating in the collection process. In this case, **************** was encouraged multiple times to communicate directly with the assigned debt collector and then the debt collector would forward his disputes to FirstService Residential for review. 

  ******************* account went into collections because his automatic monthly payment was short of paying the total amount due each month. This was occurring because the *** had increased its required monthly assessment but ******************** automatic payment did not increase. ******************** primary complaint stems from the accusation that it was the fault of ************* or ClickPay (*************'s third-party AHC processor) that his payment was being drawn short each month. However, after investigating the initial setup of his ClickPay account settings, it was discovered that ******************** account had never changed from the initial set up period wherein he selected for his auto withdraw to only pay a set amount regardless of any total due. Thus, as the *** assessment increased, his payment did not.  Furthermore, FirstService Residential was able to provide **************** copies of the multiple notices, sent to his provided mailing address, that the account was delinquent and this would eventually result in being sent to collections.No communication was ever received from **************** regarding these many delinquent notices.
  
  In reference to the resolution already achieved, **************** eventually sent communication to RRFS, wherein they forwarded the communication to the *** manager. Included in this communication was a letter he received from FirstService Residential pertaining to the ***'s increase of the 2023 assessment for his ***. And although the letter does not declare his autopayment would be increased to match the assessment increase, it was agreed that this letter could be interpreted to mean such. FirstService Residential prides itself in living and carrying out its Core Values. Thus, in the name of "Doing What's Right", one of our Core Values, the *** manager with the support of upper management, informed **************** that we would communicate with RRFS on his behalf to have the account released from collections with no fees to be paid by him. 

• Initial Complaint

  Date:12/12/2022

  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 are community group mail lockboxes around the corner from where I live on *********************. Every time when I go get my mail, I have to go around plants overgrowing on the sidewalk. There are weeds, loose dead branches and branches that are not trimmed. On 8/18/22, I contacted ****** (sp?) at ******* ***************** and they stated that they are not the *** for my area. I found out that it is ************* Residential who is the ***. They also stated that it is the homeowners responsibility to take care of that. Not true. On 9/27/22, I contacted ************* Residential at the local phone number and spoke to ****** who stated that she will go to whoever is on site for management and fill out a work order and the landscaper will give me a call. Well, that never happened. On 10/18/22, I called again and spoke to ********* who stated that she will let management know. She also stated that it is the homeowners responsibility. How can that be if the area is outside the fence of the homeowner? I know for a fact that it is not true. On 11/29/22, I called again and spoke to ******* (sp?) who said that I should talk to the Community Manager **********. She stated she will send a note to her and she will contact me. I called again and left a message for her. ********** did call me back and I explained the situation to her. I also told her that if I do not hear anything for a few days I will file a complaint with the BBB. She said that the number I was calling was just a call center and they didn't know but she is the right person to contact. She also stated that she understood and will take care of it. A week and a half has gone by and still nothing. Now it is snowing and, of course, nothing will be done. This is so frustrating!! As you can see, this has been going on since August.

  Business Response

  Date: 12/30/2022

  The community manager received a resident inquiry on 11/29/22 from *************************** who was upset that the landscaping surrounding the community mailboxes was not being maintained up to community standards by the landscape company.Upon discussion, the manager mentioned that she would look into it further. She spoke with the landscape company that day and asked them to check this area. After further discussion with the landscape company they informed the manager that this area was not common area property that was never maintained by the landscape company and that this would be owner responsibility. A letter was sent to the property owner whos responsibility it is to maintain their landscaping near the community mailbox cluster.  Based off the manager's research and findings, she considers this matter addressed and closed. Please let us know if you have any additional questions or concerns.

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18557405
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/17/2022

  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.

  When I had initially purchased my property back in August of 2019 I had made note that there seemed to be a few discrepancies regarding the community care of the area. There are two entrances into the community; the main entrance being directed from Tropical Pkwy and the other from ***************. The corresponding gate entrance, both vehicle and pedestrian have been broken and I have made attempts to contact HOA to find if there would be anything done to fix the issue with no response regarding it. The gate entrances entering from Tropical are serially broken either by forcibly being shoved open or damaged by vehicles and the fix time for those have gone beyond 6 weeks at a time. When asked if there would be new gates or even a security camera implemented there was no response. There's no enforcement of community guidelines that require pet owners to pick up after their pets f**** which then means that a majority of common spaces including alongside walking areas have f**** scattered about. It seems rather counterintuitive to be paying HOA fees which help to support the community guidelines and for the benefit of having a "gated" community when these basic criteria aren't taken care of.

  Business Response

  Date: 10/31/2022

  We are aware of the issues mentioned in this complaint.  
  
  In regards to the vehicle gate, It does get repaired, but it then gets tampered with, hit or has a mechanical malfunction shortly thereafter. Unfortunately, it is not in the *** budget to replace the gate at this time. We will continue to monitor and repair as needed.
  
  In regards to the back pedestrian gate, this has been approved for repairs to the keypad and we are just waiting on scheduling.
  
  Lastly, we have dog f**** clean up every Saturday due to the high amount of f**** Unfortunately, without residents reporting the non-compliant residents we arent able to personally address the issue with the pet owners. If the complainant knows of specific owners, we would ask him to advise.

• Initial Complaint

  Date:08/16/2022

  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.

  I live at the Villas @ HUNTINGTON and my address is ****************************************************************. Shortly after I bought my house and started to pay for my HOA. I send my payments every month, electronically. with all my other bills. I do not make any late payments. And still I have a bill for $841,00 dollars, in interest fees. I have called them multiple times, and I believe when they tell me that the problem will be fixed, or that someone will call me back, and they never do. Every time I call, the person who answers, seems to be just as confused as me, on the charges. I called today, and asked for their email, so i can have it all documented. I happened to find reviews online, from different people, stating the same issue that I am having. So now I am worried that this will never reach a resolution. It's insane to state that I pretty much chose to send my payment late every single month, on purpose, knowing they will give me another charge. I am a senior citizen, I am responsible. And I don't have any issues with any of my accounts, besides this one. I have never missed a payment. Please help me with this, because i feel that they are taking advantage of me. Thank you

  Business Response

  Date: 08/18/2022

  Good morning,
  
  
  
  The person who issued this complaint does not live in *****, but in *********, **. Please have them redirect their complaint to the appropriate BBB page.
  
  
  
  Thank you.

  Customer Answer

  Date: 08/25/2022

  That's the bill. The name is **************************** and the address is ******************************************************** 89178
  the HOA is called villas @ Huntington and the company is correct.
  

  Business Response

  Date: 09/13/2022

  Please see below response from the community manager.
  
  RE: BBB ************************** 16th, 2022: Homeowner emailed FirstService Residential, asking why late fees were assessed on his account every month even though he was paying on time. Late fees and interest brought the ledger up to $841.00.
  
  August 17th, 2022: ***** (community associate) obtained information regarding this issue from the accounting team, and it was advised that after paying late for August 2018, the homeowner made two payments in September 2018 for September, October, November, and December 2018. However, because these payments were made in advance, they applied to the balance due on the account (including that $20.00 late fee) leaving a $20.00 remainder on the assessments. This resulted in the accrual of late fees from 2019 until 2021. In 2021 a second issue occurred, in that the homeowner did not update their payments to include the $3.00/month assessment increase until August 2021 which leaves a $21.00 owing balance on the account. Accounting waived the late fees from January 2019 to April 2021 (when the homeowner's past due amount increased over $13.00) resulting from the August 2018 late fee issue. The homeowner's past-due balance is $21.00 which will bring them current and the remaining late fees are $20 for August 2018 and $280.00 in late fees from May 2021 to August 2022.
  
  August 17th, 2022: ***** (community associate) forwarded this information to the homeowner using the email address in the system: ********************* but the email was returned. ***** re-forwarded the same email to the alternate email address on file: *************************** Email was not returned but no response was made by homeowner confirming receipt of the email.
  
  Proposed Resolution: Management will forward a waiver request to the ***** of ********* on September 9th, 2022 to waive the remainder $300.00 in late fees, leaving a projected balance of $21.00 for the homeowner to pay in past due assessments. Management will send an email to the resident directly *************************** once the ***** of ********* makes a decision. Standard response time from the ***** of ********* is 2 - 3 business days, but management will follow up with the homeowner if there is a delay.
  

  Business Response

  Date: 09/21/2022

  The community manager confirmed that the board waived the late fees. To bring the account current, the homeowner needs to pay a small $21 past due assessment balance. The manager provided this information to the homeowner. Please let us know if you need anything further to close out this complaint. Thank you!