ComplaintsforFirstService Residential New York Inc.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 29, 2023, there was a catastrophic flood in the bathroom of a co-op apartment which I bought in January of 2023. It is the only bath in the apartment. I notified the ************* by calling the emergency number immediately when I first saw the water pouring out of a hole in the ceiling at 1 AM. It was determined the stoppered tub overflowed while the owner was away, soaking the ceiling and walls of our bathroom with a partial collapse of our ceiling. I called a water mitigation company to come the next morning and they confirmed the walls and ceiling were 100% saturated with water. The super called ************* with me to OK the mitigation company to bring in drying equipment and we were told to wait. I emailed next business day (a Monday) and was told by our ************* rep, they would be in touch with next steps. I did not hear from them for 23 days, despite emailing/calling with concern about mold that was developing in the wet walls and my family experiencing respiratory issues. The leak continued to for two months. I scheduled and paid $8,000 for a mitigation company to come 9/26 and a 1st Service finally sent a plumber the day before, 9/25/23 so the mitigation could start. We learned the leaks were happening because the drain was never connected. The workers found extensive mold covering the inside of bath walls and ceiling and one wall of the adjacent pantry which was also removed. It has basically been a nightmare. Manager #1 left the company in the fall, the next manager was fired in December. My children and I are living with only a toilet, nowhere to bathe and open walls with a cockroach infestation since September 26, 2023. A plumber finally fixed the plumbing violation 12/11/23. We have a 3rd manager now and received an apology from the ** in charge. The co-op board has tried in vain to help. It is now January 4, 2023, over FIVE MONTHS since the flood and 101 DAYS without a bath and I have no answers for when we will have a resolution.

  Business response

  01/22/2024

  Good morning *********,
  
  First, we are dismayed to hear that the construction in your home has not yet been completed. Our records show that an insurance claim check was already been delivered to cover the costs of water damage repairs resulting from the leak.
  
  It is unclear if that insurance claim will also cover a full remodel of your bathroom, as the entire bathroom was not destroyed during the leak. Your pictures show a near-full demo of your bathroom which may not align with what insurance will cover for the leak.
  
  As you may remember, there was great difficulty coordinating with your neighboring units to investigate the leak, which contributed to the repair delays. That said, the plumbing repairs were completed in December.
  
  More recently, we spoke with both the insurance adjuster and the board regarding compensation for the repair. The management team hopes to have more information early this week to discuss.
  
  Our customer service team has been notified of the evolving situation and can put you in direct content with management. They will reach out to you today.

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We closed on a luxury apartment in downtown Manhattan for which we paid almost $4million in September 2022. First service residential is the punch list coordinator as well as the resident management company. Its been over 1 year now and our punch list is not yet completed. In addition, it took much longer than 30 days to clear some punch list items.Open items on the punch list are - window in one bedroom is not tight and cold air seeps through - wooden floor was damaged and discolored - electricity wiring is materially flawed throughout the apartment Further, there have been multiple leaks in our apartment. Two have been fixed, one has not been fixed for over 9 months and a recent one appeared in September 2023 that requires urgent fixing.First service has failed to coordinate with sponsor / construction to resolve our issues whether its punch list or adhoc leak issues. First service has multiple times ignored our various attempts to contact them to discuss what could be done. First service has entirely failed their duty as a punch list coordinator and resident manager. Its been a nightmare to move into our dream apartment for which we paid millions of dollars due to first service and the sponsor. We understand that new construction can be challenging and issues arise, but we have been treated very very poorly and the quality of service from ************* is unacceptable.First service should not be allowed to continue business in our opinion and hurt other consumers. Lastly, we have spoken to some of our co-owners in the building and they have similar experiences, so unfortunately this looks like a systemic problem and not just a one-off. We are happy to provide evidence or proof. Thank you

  Business response

  10/18/2023

  Dear ********************,
  
  We appreciate your feedback and understand your concerns regarding the issues in your apartment. We sincerely apologize for any inconvenience you have experienced and want to assure you that we are actively working to address each of the issues raised as the project managers have expressed in our communications with you. Please also understand that completion of these repairs hinges on communications with the sponsor and multiple third-party contractors, which can at times extend the project timeline. 
  
  All considered, we are committed to delivering a satisfactory resolution for all remaining items. 
  
  Regarding the window tightness and cold air seepage, we are working with the sponsor to ensure the correct installation of windows in your unit. Extensive testing has already been conducted, and we are in communication with the facade company to seal the windows properly. Although this was not initially part of the punch list, we recognize its importance and are committed to finding a lasting solution with the sponsor and the building operations team.
  
  Concerning the wooden floor damage and discoloration, we acknowledge and understand your frustration. We have taken proactive measures to engage a third-party Millwork specialist to address additional damages at no expense to you. Our vendor is scheduled to review the work on-site on October 24th, and we are dedicated to finding a satisfactory resolution.
  
  For the electricity wiring concerns, we are actively reviewing this issue with the sponsor and consulting multiple electricians to find a resolution. While it wasn't initially part of the punch list, we are committed to addressing this matter to ensure the safety and functionality of the electrical systems in your apartment.
  
  Lastly, we apologize for the inconvenience caused by multiple leaks in your apartment. The sponsor has conducted water tests and sought expert advice to address this issue. The sponsor is taking steps to replace affected windows, and we are actively working on a solution, considering the complexities involved.
  
  We value your feedback and your patience as we work to resolve these issues promptly. If you have any further concerns or questions, please feel free to contact us directly at ***********************************************.
  
  Thank you for your understanding.

  Customer response

  10/21/2023

  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 and I hope all matters will be resolved by Dec 31, 2023. 
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  07/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On each of the following dates (April 6th, 18th, and 20th 2023), I sent on-line bill payments in the amount of $518.40 to ****** name FIRSTSERVICE RESIDENTIAL NEW YORK with the pay-to-address of PO BOX *****, *****, ** *****. The pay-to-address was provided by an insert in the monthly statements. The April 6th and April 20th payment were both returned to my account electronically. The April 18th, 2023 payment has yet to be returned to me or credited to my maintenance account. My on-line banking account indicates that the payment was processed electronically and accepted on April 20th, 2023.I have an on-line payment history that reflects that I have made on-line bill payments that have been processed as electronic payments and credited to my maintenance account for months. When I have informed customer care, my property manager and their supervisor, I have heard explanations that indicate that the only electronic payment option they are aware of is through a third-party click-pay. I have never used their third-party payment processor before April 2023 and have evidence that I have been processing electronic payments.I have researched and discovered that in-order for electronic payments to be processed, that would mean that FirstService Residential had to enroll in the Bill *** Directory and attach a bank account with a pay-to-address. The personnel that I have access to at the company is not aware of this as an option and do not seem interested in helping to resolve this issue because of their in-experience in this area of business.All I want is my money returned to me or the amount I sent as a payment to be credited to my maintenance account. My next steps are to file a complaint with the small claims court.

  Business response

  07/17/2023

  Hello *******. We understand this is a frustrating experience and have done thorough research in finding out where the payment was sent. As discussed in your meetings with management, the only electronic payments we accept are sent through ClickPay, despite what your bank conveyed. Unfortunately, the electronic payment was sent to your maintenance account, which is not a FirstService Residential bank account. Our company never received the payment reflected as sent on your end, because the maintenance account is not a bank account.

  Customer response

  07/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  I have attached a copy of proof of payment for another payment in the amount of $446.30 made on February 9th, 2023 using the exact same bill payment method through Chase. Prior to April of 2023, I did not have a click pay account and the payment was credited to my account. ***** has this payment labeled as an electronic payment. FirstService residential does not have a check number associated with that payment. FirstService has ClickPay payments with "****** ******" in the description section of the connect account. The payment I have attached does not have a paper check number of a ****** in the description. If ************* only accepts electronic payments through ClickPay, can you explain how my account got credited for $446.30 with out me having a ClickPay account and ********************** showing no check number associated with the payment?

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  07/25/2023

  Hello *******. As BBB is a public forum, discussing this here further may expose personally identifiable information related to your bank account, especially considering the information included in your attachments to this review. At this time, FirstService Residential is not in possession of the funds in dispute. One vital piece of information to provide your property manager who has been working with you to resolve this matter is the specific account number your bank sent money to electronically. Without this account number, it is extremely difficult for us to determine where your bank sent the money in dispute. 

  Please continue to discuss this sensitive matter with your property manager. You can also always reach out to our **************** team at CustomerService.********************.Our agents have been briefed on your payment inquiry, as well as your most recent updates. Thank you.

  Customer response

  08/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Coincidently the date of their response corresponds with the date that the disputed funds of $518.40 were returned to my Chase checking account. I am only considering this matter as resolved because my funds have been returned. However, for the sake of the public, I am reporting consumer be ware that this business' accounting department and upper management has provided no detailed information to me in this forum or otherwise in their investigation of the matter while making such type requests of me. The property manager assigned to my building on the other hand seemed very attentive and helpful, but did not have the access or support they needed from accounting or upper management to help facilitate a collaborative resolution. 
  
  Sincerely,
  
  ******* *********
  
  
  
   
  
  

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  FirstService residential is the management company of my condo that I purchased in 2021.There was an open punch list item that the caulking on my window wasnt done properly so the window is not properly sealed. I reported the issues 8 months ago to my management team and they said they had to reach back out to the subcontractor to fix it. But I heard nothing back from the management team and the sub. During these days when there are smoke in the air and the air quality isnt so good, I can smell smoke in my bedroom because the window is not properly sealed. I am coughing. I reached back to the management team and they acted like this is not their responsibility to have my window fixed.

  Business response

  06/09/2023

  Good afternoon. I understand that you are already in contact with your property manager. As explained, management and the buildings board are not involved with the developers punch list for the requested window repair. To assist, the manager has already reached out to the developer and their team is addressing your request with their contractors who did installation. The developer is waiting for the contractor to provide available dates for repairs. Please continue to communicate with your property manager should you have any additional questions. Thank you.
  

• Initial Complaint

  12/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company manages the property, ********* at ****************************************. The building is part of the ************************* *** program that provides affordable rental and cooperative housing to moderate income families. I was chosen for a lottery, sponsored by this building in 2018 and sent in a $200 deposit to hold my place on the waiting list. I was told that if I wanted to remove my name from the waiting list, $150 of my deposit would be returned. In May 2022, I contacted the *** at ********-**************** ***************************************** Services Coordinator) and was told to contact *********************************** by phone at ************ or by email at *********************************************** as he would process my $150 refund. I have contacted him via email and phone numerous times since June 2022. He has always assured me that he was working on my refund. In October, he told me that my deposit as well as the deposits of several other people were sent out. When I didnt receive anything by mid-November, I contacted him again and was once again told that he is working on it and that the checks actually hadn't gone out. However, since the beginning of December he is no longer answering my calls or responding to my emails.I had sent a $200 deposit to two other ************************* buildings as well and both of those buildings sent my refund within two weeks. This is the only company that hasnt. And I suspect that other people are having a similar problem with them. I just want my $150 returned.

  Business response

  12/16/2022

  Good afternoon ********. First, apologies for the delay in processing your refund.There was a staff turnover, which caused a gap in completing the refund. The new manager charged with the property spoke with you on December 16th,  and as conveyed, will handle your refund, moving forward.
  
  We thank you for the continued patience,
  FirstService Residential New York

  Customer response

  12/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  As per usual with this company, they are not telling the truth. I was NOT contacted by the new manager on December 16 nor have I ever spoken to him as noted in their reply. I have tried to contact the manager myself several times since then and no one is answering their phone.

  I will be informing the *** of this incident as well as the fact that there are numerous other people waiting for their refunds as well. The *** should not be working with this management company. This has been going on for almost 8 months. If need be, I will be taking this to small claims court.

  I'm tired of the lies and excuses. No one seems to know what's going on.

  *************************

   

   

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  01/13/2023

  Hello ********,
   
  We again apologize for the miscommunication, as well as the delay as there was a turnover in management and the buildings board of directors who must approve all refund requests. We can confirm that a total refund is currently processing and is expected to be mailed out within one week. 
   
  We appreciate your continued patience as we work through this transition. Please do not hesitate to communicate with ** directly at **************************************************** assure you that we take all resident inquiries seriously and are working to resolve your refund. 

  Thank You.

   

  
  

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Repairs in my apartment remain unresolved despite dozens of emails with the property manager ***********************. Repair requests are continually andrepeatedly ignored. I currently have a broken bathroom sink for which I have filed a complaint on 311 and an unlevel dryer which was broken by somebody they sent here and which should be an easy fix but it is ignored. There is no super or handyman for the apartments that are managed by ************* in this building.

  Business response

  09/07/2022

  *** ******
  Your property manager ***** has acknowledged that he has been working with you to resolve these issues and has confirmed an appointment scheduled for this Friday for you to meet with the contractor, who will level the floor under the dryer and bring photos of the proposed replacement bathroom sink and base so that you can select the replacement unit you desire. Thank you for your patience.

  Customer response

  09/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here] 

   

  The property manager ***** responded only after getting you involved, however, no one showed up for the scheduled appointment.  This is what keeps happening.  I have reached out to *********************** about the no show and am waiting for a response.  Please do not close this complaint as this has been the pattern and has been going on for the past 9 months.

   

  Thank you,

  ************************

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  03/17/2023

  Hello *******************
  

  To avoid publishing any personally identifiable information or additional details regarding your apartment on this public platform, please continue to communicate directly with management and our **************** team. In case you need that email again, you have been communicating with our team here: *************************************************.
  
  Thank you.

  Customer response

  03/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  I have same goes for you.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  07/25/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  First Service Residential has not made available for review the condo board meeting minutes for a building where it provides management, despite multiple requests. I emailed requests May 30, June 13 and July 1. Those requests were either emailed directly to ******************************* or forwarded to her by colleagues. She did not respond to the May ************** response to my June 13 email, she sent a release form, which I signed and returned. She did not respond to the July 1 request.

  Business response

  07/28/2022

  We apologize for the delay, however, the property manager was required to obtain verification and clearance from building's attorney in order to release the minutes to a unit owner. I am confirming that the minutes from the past three years have been sent to the client. Thank you.
  

  Customer response

  08/01/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sold my co-op at *************************************************** in Dec. 2021 and am due a refundable move out deposit of $500. I have emailed and been in correspondence with ********************* and ********************* of FS for 5 months and have been given the run around and been lied to about the processing of this refund. I provided them copies of the checks they requested, and have still not gotten my refund.

  Business response

  06/14/2022

  As a third-party management company, FirstService Residential does not take any action without first obtaining approval from the ***** of ********* of each building we manage.
  
  After investigating this matter, the buildings ***** has declined the shareholders request for a refund as there are no records that show the check was actually deposited and therefore subject to reimbursement.  
  
  As was communicated to the shareholder by the ***** President, if bank statements or other documentation can be provided that show the check was deposited, the ***** will reimburse those funds promptly and, in addition, reimburse any fees charged by the financial institution for producing the records that prove the shareholders case.  Tell us why here...

  Customer response

  06/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This check for $500 was given at the time of closing in 2011.  I sent you a copy of the check, which FS and Co-op board pres. ******* AGREED WAS GIVEN AT CLOSING IN 2011.  I never heard anything in 11 years that this check was 'lost' by them.  Now that I want the refund- they claim they never deposited it.  I had a stellar record as a co-op owner for all 11 years.  There is now no way I can check if check was deposited as banks only keep records for 7 years.  My personal attorney says it is not my legal responsibility as to what happened to this check once it was given at closing.  I believe this is a scam on ****************** and FS's part as there is no way I can find out if in fact they deposited it...I believe they are not being truthful, as I never heard a peep out of anyone for 11 years, AND ARE NOW CLAIMING ALL OF A SUDDEN THAT THEY NEVER DEPOSITED IT.
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  06/20/2022

  FirstService Residential is a third-party management company. As such, we cannot take any action without approval from the buildings ***** of ****************** this instance, the buildings board has declined the shareholders request for a refund as there are no records that show the check was deposited and subject to reimbursement.Unfortunately, there is nothing that FirstService Residential can do with regard to resolving the shareholders complaint.

  Customer response

  06/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  FS and the co-op board president ********************* agree the check was given at closing, therefore I do not understand how they can say they didn't deposit it- when it has been ************************************************************ all that time.  Now that I sold co-op and am do refund this is their excuse.  I gave the check at closing in 2011 in good faith, and now records are not available from the bank as it has been 11 years and records are only kept for 7 years.  Legally it is not my responsibility what happened to the check once it was in their hands.  Is there no recourse for this scam?
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  04/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing to you to complain about FirstService Residential. I placed an order with $300 cost for a condo questionnaire to this company on March 17th 2022. The company should provide correct information with most recent form (questions) the lender is asking for. I received the file on March 22nd, however, FirstService Residential provided outdated file and the incorrect information against building offering plan which lender cannot accept to approve our loan.My lender, broker and I attempted to contact FirstService Residential to resolve this issue several times, but they have not responded to our requests. Please contact me to let me know how to resolve this issue. I look forward to hearing from you soon.

  Business response

  04/05/2022

  The property manager has requested the documents and is in touch with the client working to resolve the matter.

  Customer response

  04/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  After a week waiting, my loan officer told me that they still can't get required documents from the management company to process my loan application.

   
  

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

  Business response

  04/22/2022

  We provided all of the documents to the loan officer last week and the applicant has been approved for the loan. This matter is now resolved.
  
  
  Tell us why here...

• Initial Complaint

  11/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I closed on my condo April 1, 2021. I was required to leave a $400 electric deposit. I am still waiting for a $250 return of my money. There have been many emails back and forth between *********************** and ***************************** at First Service Residential. FSR was charging me for electricity after I moved. Then they didnt have my address, then I was supposed to get the check. Now no one will return my phone calls. 7 months!

  Business response

  11/11/2021

  Dear ******************,  
  
  On behalf of FirstService Residential, we sincerely apologize for this inconvenience. Now that we have your correct address, a refund check in the amount of $200.82 is on its way to you in ********************.  
  
  As your property manager explained, of your $400 deposit for electric, $199.18 was credited to the common account, which was allocated per the breakdown below: 
  1/7 to 2/8/2021: $104.73  
  2/8 to 3/10/2021: $37.37  
  3/10 to 4/8/2021: $57.08  
  
  You were not charged for electricity usage after you closed. The days you were charged simply reflect the end of your electric cycle. The electric is not billed on a daily basis, so therefore, it cannot be prorated. 
  
  Thank you, 
  FirstService Residential 

  Customer response

  11/26/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved.

  I was supposed to get a credit for March since FSR did not read the meter on April 1 and the new owners moved in on April 2 and started to use the electricity. FSR could not get an accurate reading, I should not have to pay for 6 days of electricity so I was to get a credit for March.Answer Here]

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  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. ↩