Complaints

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

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  FirstService Residential New York Inc.

  575 Fifth Ave, 9th Floor Grand Central, NY 10017

  
• 

  FirstService Residential New York Inc.

  1655 Richmond Avenue Second Floor Staten Island, NY 10314-1583

  

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:04/07/2025

  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 in the process of selling my co-op since January. No one answer phone calls regarding paperwork for closing. I am supposed to close next week 4/15. On 4/1 I had come back from vacation to find my unit had flooded on 3/27 while I was not home. When I had contacted the super he stated it was an emergency and the management company was responsible for notifying me of the incident. After calling first service residential over 30 times ******** ***** the property manager stated "**** I forgot to call because I was busy" when I stated my personal property was damaged she stated "too bad and hung up the phone". This management company refuses to answer any phone calls or emails regarding the issue. It is upsetting as a single nurse who spent majority of my savings to buy this unit have 2 floods within 8 months that were fixed subpar leading to mold on the moulding and damage of personal property

  Business Response

  Date: 04/08/2025

  Hello *** ****** We have spoken with you on multiple occasions regarding repairs in your apartment and continue to communicate with you through this process. At no point did the property manager say the things you mention in your complaint. The building staff are currently making repairs in your apartment and are aware of the closing scheduled on Monday. As previously shared with you, for damage to personal items, you will need to work through your personal insurance provider. If you need any additional clarification, please continue to communicate with your property manager. 

  Customer Answer

  Date: 04/08/2025

  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 has not kept me updated on any of the repairs on the unit. She didn't even notify me of the flood until a week after the fact because she said I was busy and forgot im sure all the lines are recorded and replayed. I have numerous saved emails that she has never responded to. My refrigerator and couch were damage from the building and should not be my responsibility to fix. I had sent an email that since I am at work 12 hours a day as a nurse I would like to be notified who and when they are entering my home for repairs and no one has updated me. This management company is extremely unprofessional and rude. They have been also overcharging numerous tenants for parking fees and other charges. When I had initially moved in july 2024 and had an infestation they said too bad to hire an exterminator which I did and still never received any compensation. 

   

   

   

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

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

  Business Response

  Date: 04/15/2025

  Hello ********* We are not aware of any overcharges. If you or any shareholder has a billing issue, please reach out to management directly. In addition, we understand the inconvenience that the leak has caused, but the co-op is not responsible for personal items in a shareholder apartment, which includes the refrigerator and couch. If you have any questions, please continue to communicate with your property manager.

• Initial Complaint

  Date:03/20/2025

  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 extremely disappointed with the lack of transparency with which ************* Residential operates. They manage several ******** **** buildings for which I am on the waitlists.Getting information from them is like pulling teeth. Multiple e-mails and phone calls need to be made (and when I say multiple, I mean multiple), including e-mails where I have had to CC higher *** at HPD, taking time out of their workday so they can babysit ************* Residential property managers who don't answer questions until they absolutely have to and someone is looking over their shoulder or - worse - they have to correct blatantly wrong information ************** I tried calling to see when their management of a particular property is ending (so I can contact the new property manager to ensure my name is still on the list after the transfer). The person in an off-shore call center told me there is no property manager information available to him for this particular building and I would just have to wait it out. So... that leaves me in the dark for however long it takes to switch property managers without any recourse in determining if I am still on the list and my information will be transferred correctly? What happens if I am passed over for another applicant, as I have a very low log number? Why can't I just call and have someone in their ********* or Brooklyn office pick up who has physical access to that info? Unacceptable.

  Business Response

  Date: 03/24/2025

  Good afternoon. I am sorry to hear you've had trouble retrieving information on your waitlist position. To further assist you, I need to know the property address you're inquiring about. Please send an email with all relevant information to ************************************************ Thank you. 

• Initial Complaint

  Date:03/10/2025

  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.

  Very disturbing incident today Re: **************** Apartments ListServ business, owners and Administrators are : is ****** and others that have allow** ** repeat** alleg** by several residents and staff at ***************** of unspeakable Violations of email contents of Defamation, ******. Safety, Privacy of Residents and ************* Residential Staff, and Building Personnel ************************************************** seeking a full investigation and a shut down of this ListServ as it is an unsafe social m**ia site for all residents and First Residential Service staffers and building personnel. n into a Listserv business that allows bullying, defamation violation others and fostering an environment of hostilities and malice , a fear that this is also cyber-bullying social m**ia abuse of residents against other residents or staff members at ************* Residential.There is a Listserv acting alleg**ly as a business alternative to ************* Residential a University Towers Apartments business website and group chat that is unsupervis** and allows bullying, defamation, malice and pitting residents and ************* Staff against one another.. The owner of this site is a Shareholder with ownership at **, with administration powers to delete or allow certain residents to engage in criminal online bullying, soliciting for money from poor renters violating the privacy and rights of others..There is a resident that post** today a very lengthy defamatory and hostile email today on repairs maintenance issues and misus** this Listserv attacking *** staff, making defamatory remarks on their work performance and that person uses this m**ium to defame and cause potential malice to several individuals at ***************** Apartments locat** at ************************************************. nothing was done to deter or stop malicious intend** emailing, the administrator's name is ******, this person is the owner, and there is another administrator nam** ***** *******, a ** of **

  Business Response

  Date: 03/12/2025

  Good morning. We understand that these communications may be upsetting to residents subscribed to the ListServ. Unfortunately, the ListServ is not a digital property owned or operated by FirstService Residential, your property management team, nor any of our agents. Because of this, we cannot control communications shared by the private parties operating the ListServ. The management team will share your feedback with the board.

• Initial Complaint

  Date:03/03/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a tenant in a building that they managed. I moved out over a month ago. And have been going back and forth with them trying to get my security deposit returned.They send me a bad check. The check deposit reversed. I have followed up and been unable to get them to return the security deposit.

  Business Response

  Date: 03/10/2025

  Hello ******. We apologize for the delay in the return of your security deposit. In the process, there was a banking error where your account is held, and the deposit failed. A new cashiers check was sent to you on March 6, 2025. Please communicate with the management team if you have any questions regarding your return. Thank you.

• Initial Complaint

  Date:02/26/2025

  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.

  This management company has been overcharging residents on their HOA fees for months at a time and refuses to fix issues within the building. They do not answer emails or phone calls of residents.

  Business Response

  Date: 03/06/2025

  Hello. Our management team has not refused to correct your residential credits that were incorrectly applied as a parking fee. We have communicated with you multiple times that this will be amended. Unfortunately, this process can take some time. We have an accurate record of your HOA fees and your payments made. We appreciate your patience. Thank you.

• Initial Complaint

  Date:01/29/2025

  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.

  FirstService Residential is the manager of The ******, a co-op building in ********, **. Our building is specifically managed by *** ***** *********. I and my wife own a co-op apartment for which we pay monthly maintenance, assessment, and storage. Since June 2024, we have been receiving incorrect bills, stating that we had previous balances and therefore late fees to pay. We have never been late on our payments and we have always paid in full. Every month we have to contact them via phone and email to alert them to the incorrect monthly statements. We have had to produce evidence of in-full, timely payments every single time, while we have been assured that billing mistakes would stop happening. To date, this is not the case. We have spent countless hours on the phone and email with *** ********* and, most recently, his supervisor *** ******** *****. For months, they have been promising to waive incorrect and unfair fees --yet they are still occurring on our monthly bills. At this point, it feels personal and used as a weapon against us for another issue we have argued about. Namely, we have been in disagreement about who is responsible for the replacement/quality repair of faulty windows, and so it feels this is their way to retaliate. Please note that we have more than 342 pages of email correspondence with them, but we could only upload a small portion to the complaint due to size restrictions on your website. If you would like to see the entire correspondence, please let me know and I will be happy to share it with you. Thank you for your assistance with his matter.

  Business Response

  Date: 02/03/2025

  Hello *** ********** ******** accurate billing and responsive service is a priority for FirstService Residential, and no part of your issue is the result of retaliation.

  Management has provided you with instructions on how to accurately submit maintenance payments multiple times via email and phone communications. Unfortunately, the payments have continued to be made out to "FirstService Residential" instead of ****** ****** *******" as required. This has resulted in delays in reconciling payments by our financial team, leading to late fees per the co-ops policy regarding timely payments. While these fees were assessed in accordance with policy, management agreed to waive them as a courtesy. The most recent issue with your statement was due to a technical error within our accounting system, which has now been fully resolved. We have also provided clear payment instructions since the time of the apartment purchase, and it remains the shareholders responsibility to ensure payments are submitted correctly and on time, following the instructions provided.
  
  Please reach out to management if you have any questions regarding your payments.
  
  Regarding the windows in your unit, per the co-ops governing documents, the co-op is only responsible for maintaining the windows, which has been completed by the contracted window company. The contractor has confirmed that the windows do not require replacement, but rather a replacement of balances in nine windows. The contractor has completed all the required work and determined a full replacement is not necessary. Management can provide you with a full summary of the completed work, as well as temperature readings from the building's Entech system and the superintendent who visited the unit more recently. 

• Initial Complaint

  Date:12/31/2024

  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.

  For several months, I have been attempting to get assistance with regaining access to my portal so I can pay my rent. Despite my efforts, I have received no response, and my attempts have gone unanswered. While I understand my credit card number has changed, I do not believe I should be locked out of the portal, especially as Ive already paid nearly $200 in feesfees I incurred, not ****** feels as though the lack of communication and access may be an intentional attempt to either force me out or take legal action against me, given that a similar situation occurred previously. I am putting this in writing to protect myself.Additionally, I have not signed my lease due to unresolved issues, including multiple inaccuracies and a lack of response regarding the two charges from 2019 that have not been refunded. I have already filed complaints with the **** and ACHR but am documenting this for my own defense.Since August, I have been trying to pay my rent, with a full email trail to back up my attempts. Please resolve this issue immediately.

  Business Response

  Date: 01/03/2025

  Hello ********. Management has reviewed your issue with payment and has communicated instructions to regain access to your account through ClickPay. 

  
  Your payment portal is registered with ********, a separate company from FirstService Residential. ClickPay, not FirstService Residential, has locked you out of your account. To regain access to your account you need to speak directly with ClickPay. 

  
  For help with your account, visit ClickPays support center at ****************************************, where you can access a live chat and phone support. 

  
  Again, it is not FirstService who locked you out of your account. You need to speak directly with ******** to regain access to your payment portal. We have also given you the option to pay your rent via check, which you have declined.

• Initial Complaint

  Date:12/31/2024

  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.

  1. Overbilling and Unexplained Charges: As a customer of **********************, I am charged a monthly fee for their services. In March 2024, FirstService notified me and other customers that they were raising our fees by 5%. Yet, they began billing for greater than the stated 5%. When confronted, FirstService replied that they "round" up on bills but refused to correct the charges or offer further explanation. This practice is improper and deceptive. A company is not permitted to charge a consumer more than the stated price without a reasonable explanation. The discrepancy constitutes overbilling. 2. Failure to Provide Itemized Billing: Upon further review of my invoices, I discovered that FirstService had been adding additional charges directly into the line item for common charges, without any separation or indication of what these additional amounts were. This lack of transparency is unacceptable. New York consumer protection laws require companies to provide clear, itemized bills so that consumers understand what they are being charged for. Failure to itemize obscures the nature of the fees, making it impossible for customers to contest improper charges or understand financial obligations. 3. Billing for Pre-Paid Charges: In addition to the overbilling issues, it appears that FirstService has been billing for charges that had already been pre-paid. I have repeatedly requested assistance in resolving these accounting discrepancies over the past four months. FirstService has delayed providing any substantive answers.FirstService has continued to add late fees and penalties to my monthly bills, even though these bills are on hold due to their failure to correct the errors. This behavior reflects a clear lack of accountability and a pattern of unfair billing practices designed to exploit consumers.

  Business Response

  Date: 01/06/2025

  Hello **. The common charges for your property are based on respective common interest and are approved by the board of managers as part of the annual budget. You were assessed late fees, because you had not paid your common charge fees, as per the bylaws of the condominium.  
  
  A portion of the additional fees you were assessed are electric chargebacks. Management has requested information to review the green energy package you purchased, but you have not submitted the requested documentation, and were assessed the standard electric chargeback fees. Please reach out to the management team for additional clarification, if needed. Thank you.  

  Customer Answer

  Date: 01/09/2025

  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]

  FirstService Residentials egregious practices may constitute fraud and appear to violate consumer protection laws. Below, key issues and provide supporting evidence:
  Green ****** Bulk Purchase: Upon move-in, FirstService Residential, including their representative ****** *****, explicitly agreed to and set up the purchase of a **************** Certificate (***) for green energy that would cover through December 2025. This agreement included consolidating the bulk purchase of green energy with the dirty energy bulk purchase for the rest of the condominium. The ***-based green energy was to be credited exclusively to my condo as used. Supporting emails from ****** ***** confirm this arrangement. (See attached evidence: Email Correspondence with ****** *****).  Despite this, FirstService is now denying the existence of this arrangement and is fabricating claims to avoid honoring their commitments - that they never knew about the *** (clearly refuted by **** ******* own emails, many of which are copied below) and that they can act contrary to NY's Power to Choose law and bill a consumer for BOTH green and dirty energy (see ********* email, attached to original complaint and below). The bulk purchase of 23 MW of green energy, documented to cover our energy needs through December 2025, remains unaccounted for in their current billing practices. This is a clear breach of trust and an attempt to obfuscate their obligations.
  Over-Billing and Double-Billing: FirstService has consistently overcharged and double-billed HOA fees. Despite their notices indicating a 5% HOA increase, monthly charges have exceeded this limit without any correction. Email evidence attached to this complaint demonstrates these discrepancies and FirstServices failure to address or rectify them, despite being notified.
  Breach of Contract and Misrepresentation: FirstServices refusal to acknowledge and honor their own agreements regarding the *** for green power constitutes a material breach of contract and misrepresentation, as well as a violation of New York's Power to Choose laws. These actions are designed to mislead homeowners and ***** their legal responsibilities.
  Violation of Consumer Protection Laws: Based on the over-billing and double-billing calculations, it appears FirstService owes us for incorrect charges. These fraudulent practices harm consumers and violate state laws prohibiting deceptive business practices.
  Requested Resolution:
  1.  Immediate refund of the over-billed and double-billed amounts.
  2.  Written acknowledgment of the original agreement regarding the *** and assurance that the agreed-upon terms will be honored moving forward.
  3.  Correction of all past inaccuracies in billing and charges.
  Thank you for your attention to this matter. I trust that the Better Business Bureau will hold FirstService Residential accountable for these unethical practices.

  Attachment - Email Correspondence with ****** ***** (sorted by least to most recent):

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

   

   

   

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

  
  Sincerely,
  
  ** **
  
  
  
  
   
  

  Business Response

  Date: 01/14/2025

  Hello ********. You have shared a great deal of personal information in this public complaint and your attachments. To prevent any additional and unnecessary exposure, we ask that you speak directly with management. Please reply to the ongoing thread with our team who has been alerted of your claims and made aware of this new complaint. Thank you. 

  Customer Answer

  Date: 01/15/2025

  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] FirstService's "response (which is not a substantive response) fails to address the materials showing that FirstService has consistently billed inflated charges that lack proper justification or documentation, creating unnecessary financial burdens on condo owners; made false claims, eroding trust in its transparency; and refused to honor consumer rights under *************** to Choose laws undermines residents' legal options for selecting their energy providers, potentially violating state regulations.  FirstService's repeated refusals to address legitimate concerns indicate a troubling disregard for consumer rights and accountability.  In brief - this is not a full rebuttal of their refusal to engage in constructive dialogue:
  1.  Clear documentation of charges, supported by comparative market data, is a standard expectation in professional service delivery. Transparency ensures trust. Can FirstService provide evidence to justify the discrepancies in their verbal statements and written notices and the actual bills and align them with market standards?
  2.  Has FirstService considered a third-party audit to validate its billing practices?
  3.  Integrity is the foundation of client relationships. Any discrepancies in service scope or necessity should be addressed immediately to preserve trust. Why has FirstService not provided clear and consistent documentation for its claims or taken accountability when learning its statements were incorrect?
  4.  Would FirstService agree to independent verification of their claims to clear any doubt?
  5.  Compliance with legal mandates is non-negotiable. The Power to Choose laws empower residents and are designed to protect consumer choice. Why does FirstService feel it can disregard these requirements?  This is not the first time FirstService or its staff have stated they "decline" to comply with a law.  
  6.  Are there documented reasons for non-compliance, or is FirstService willing to cooperate moving forward to rectify this?
  7.  Ignoring or deflecting concerns damages long-term business relationships. Accountability and a proactive approach to resolving issues could restore some goodwill. What steps is FirstService taking to address this feedback constructively?
  8.  Will FirstService commit to a formal review or mediation process, at its cost, to resolve these disputes?  On this note, would FirstService be willing to discuss corrective actions to improve client relations and public perception?

   

   

   

   

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

  
  Sincerely,
  
  ** **
  
  
  
  
   
  

• Initial Complaint

  Date:05/28/2024

  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.

  It has come to my attention that HPD actually issued a violation for the defective sink and they have been ignoring it. That would be the least of my problems. THERE IS AIR AND WATER PRESSURE PENETRATING THIS APARTMENT WITH EXTREME MOMENTUM.Since September 2022 when my **** shut down I have been living with ventilation problems in the form of an air leak, plumbing and electrical issues, which have all escalated. FSR initially ignored the **** issue, and pressure built up causing the unit to thrash in the ceiling. The lights separated from their sockets, the ceiling and walls separated at the seams, and electric cable fell down inside the false ceiling.They "fixed" the **** (which still has problems) by removing and rebalancing the freon. They never fixed this the damage that occurred within the structure.The property managers change like musical chairs so they are uninformed and don't care anyway.An air leak causes my **** to lose conditioned air and unwanted air invades the structure with extreme momentum including whistling outside my door when pressure is high.Plumbing issues resulting in banging pipes which were ignored that resulted in lose pipes, Vibrating and hissing pipes traveling from the bathroom to the kitchen. Other peoples ****S come on in my walls and relentlessly pound my ceiling. Plumbing issues from the drain ledge above my windows that relentlessly pound in my ceiling for countless hours. Vibrating floors.These issues have been affecting the refrigerator causing it to surge in sync with the activity.Now electrical issues in the kitchen increased to arching and flickering TV'S, electricity and lights going off and on in the kitchen.Persistent buzzing and humming in the walls when pressure becomes extreme.There is no one to call for help.There's more...but I'll leave it at that...FOR NOW.

  Customer Answer

  Date: 05/28/2024

  I am looking for nothing other than the air leak, plumbing, and electrical issues stated in the complaint to be repaired.  A professional is required.  

  The foundation of what is happening occurred in the past and was resolved before FSR.  I have provided documentation.  This time it became much worse because the **** shut down and caused significant issues because it was initially ignored.

  What is happening as described can breifly diminish or become extremely difficult to endure.  I have been unable to sleep in my bed for over one year and now this has escalated throughout the entire apartment.   My eardrums have been significantly affected.  

   On 6/7/23 an engineer named ******************* brought by the owner immediately identified one of the sounds coming from the ceiling / wall adjacent to the exhaust vent as air pressure.  I was told he would get the plans and nothing ever happpened.  This has significantly escalated since.

  Furthermore, I have just replaced the refrigerator at significant personal expense and it is still being electrical energized up to the point of surging in sync with what is happening in the structure.  I have repeatedly stated that I don't feel safe from what has is happening electrically in the kitchen.

  A significant episode of what is happening here was witnessed by a building employee who was interviewed by FSR.  

  There has been a musty odor that comes from the air ducts as well as a strong fishy odor which has gone across my ceiling and out into the hallway lingering in the ceiling above of my door. 

  I have found FSR to be basically unresponsive and twice recently  they have made appointments where no one has showed up.  

   

  Business Response

  Date: 05/31/2024

  Hello *********,
  
  Your reports regarding the noise, electrical, and plumbing issues in your apartment have not been ignored. 

    -  We have scheduled a plumber to inspect the sink today, May 31, 2024 to resolve the *** complaint.
    -  An electrician will be visiting your apartment for a third time to check for issues with the electricity, which so far have not been identified. This visit is scheduled for Monday, June 3, 2024.
    -  Your previous complaints to *** against the building were also taken seriously. Thus far, they have been dismissed.
  

  As of today, we will wait to hear what the electrician and plumber find in your unit.
  
  Thank you.

  Business Response

  Date: 07/31/2024

  Hello *** ****** We have sent numerous contractors and vendors to your apartment to inspect your claims and solve the issues in your apartment. These contractors and vendors have been unable to substanciate many of your claims. The issues that were confirmed have been addressed. As with all of our buildings, we take your safety, security, and comfort in your home extremely seriously, as does the owner of the property. 

  Customer Answer

  Date: 08/03/2024

  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:

  FIRST SERVICE RESIDENTIAL:  YOUR STATEMENTS ARE UNTRUE.  YOUR PROPERTY MANAGER ******************* DOES NOT RESPOND.  IN FACT I HAVE BEEN TOLD BY YOUR CUSTOMER SERVICE DEPARTMENT ON THE ***** THAT ******************* SAID SHE WOULD NOT RETURN MY CALLS OR EMAILS AND THAT I WOULD NEED A LAWYER TO GET ANY RESPONSE.   DISGUSTING TO TREAT PEOPLE THIS WAY.  

  FURTHERMORE, I HAVE A PROBLEM WITH THE CLOTHES WASHER AND SHE WON'T RESPOND TO THAT EITHER. I HAVE SENT PHOTOS AND VIDEO RECORDINGS.  WHAT IS THE EXCUSE FOR THAT?   I PAID FOR THE LAST REPAIR....I GUESS IT'S TOO MUCH TO ASK FSR TO TAKE CARE OF THIS.  

  I DON'T HAVE ACCESS TO A SUPER AND FSR REFUSES TO ADDRESS THE ISSUES IN THIS APARTMENT.  CLEARLY INTENTIONAL.  IN FACT, IT IS IN THE ***** BY LAWS THAT ALL HVACS INCLUDING THIS ONE NEEDS TO HAVE TWICE YEARLY SERVICE.   SOMETHING FSR HAS NOT DONE.  NEED A COPY?

  IN ORDER TO RESOLVE THIS NIGHTMARE DO HAVE TO PAY FOR THE REPAIRS MYSELF?  .... WITH A REPUTABLE VENDOR AND A CERTIFICATE OF INSURANCE.   IT WOULDN'T BE THE FIRST TIME.   

  HOW ABOUT YOU AT LEAST TAKE CARE OF THE CLOTHES WASHER?   

   

   

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

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

• Initial Complaint

  Date:01/05/2024

  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.

  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

  Date: 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.