Complaints

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

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  FirstService Residential

  400 Campus Dr Ste 101 Trappe, PA 19426-4948

• 

  FirstService Residential

  21 Christopher Way Eatontown, NJ 07724-3325

• 

  FirstService Residential

  901 S Trooper Rd Norristown, PA 19403-2312

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:09/01/2023

  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.

  April 24th, 2023, my HOA Community ********** Estates (First Service Residential) in West Norriton, PA was notified that a massive roof repair project would be taking place. This came 2 years (May 2021) after I had reported damage to the interior ceiling of my property and images of our roof to our property manager that showed bulging and visible signs of concern. After a month of following up for an answer our community manager told me there were no visible concerns or damage reported. The Roofing project started June 12th, 2023. In July, halfway into the project, homeowners were informed they will absorb a monthly assessment fee for the next 10 years starting November 1st, 2023. When I reached out to my property manager, he admitted in writing that the roofs have been in bad shape, per an engineer study every few years and have reached their useful life. Admitting this was a known problem. I am writing because, halfway through the project, the Executive Board chose to pass the financial burden from a Common Element that falls under the HOAs responsibility per Bylaws, to us, homeowners who have no right to access our roof or attics. This was not communicated to any of us until the project had already started. The board chose this option instead of holding themselves accountable for what is respectfully theirs. As a homeowner living in ***** ***** *******, I do not trust the executive board has conducted a proper reserve study, or that they are using the money we invest in the community properly. I am a concerned and good homeowner who takes care of their property, pays their dues on time, and has supported this community for the last 7 years and on behalf of others who do the same. This not only reflects poor business but neglect as a property company. Thank you for listening and hope to hear from someone regarding this matter.

  Business Response

  Date: 09/28/2023

  
  Starting back in 2021 the Board for ********** Estates began discussing the roofs, their conditions, and their age.  After reviewing the reserve study (completed by ****** Engineering), the Board asked the Community Manager to obtain proposals from engineers for a roof evaluation.  The Board ultimately chose to go with ********** Engineering for the evaluation.  After reviewing the evaluation, in addition to what the Association’s Reserve Study indicated, the Board believed it was time to begin replacing the roofs in the community.  At first, they were going to do them in phases, but after long discussions, they ended up deciding to replace the roofs for the community as a whole all at once.  In order to do that, and to not deplete the Association's reserve fund, management was asked to seek loans, which was done through FFI.  FFI was able to locate several banks that would provide ********** Estates with a loan.  The Board then chose ******** Bank (********** **** * *****) for $3 million - they don't have to use the entire $3 million, only what will be needed for the project; the Board is also using $500k from the reserves which had $2 million in it.  The Board asked its counsel, ****** * *******, to draft letters to notify the community that the Board had obtained a loan, and all the details of it for the roofing project and the letter (see attached) was mailed out to the owners.  ****** * ******* said the governing documents indicate that the community members had 30 days to petition the loan, but no petition was brought to the manager, nor did anyone reach out with a complaint about the loan in that time period, so the Board proceeded on after 30 days that the letter was received, in having ********** prepare specs and go to bid for the Association.  ********** obtained 4 bids for the roofing project and the Board reviewed them, and then interviews were scheduled with two companies (***** Construction and ******* Construction) for the Board to meet with them.  After the two interviews, the Board chose to go with *****.  The community was notified, and a "Semi Annual Meeting" was scheduled with the upcoming roofing project on the agenda and at which both ***** and ********** were in attendance to discuss the project.  Approximately 40 homeowners attended out of 334 homes.  After that, the project started relatively quickly and the Community Manager began notifying the community that the roofs were going to be getting done and that a Special Assessment would be likely.  During the project, the engineer began noticing things that needed to be repaired in conjunction with the roofs that were not included in the initial base bid and that needed to be added to the initial costs.  Shortly thereafter, the Association both mailed and emailed the community about the Special Assessment cost.    

  Copies of the communications with the Complainant are attached.

• Initial Complaint

  Date:08/21/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  FirstService Residential has created a financial hardship on homeowners due to a mandatory roof replacement. We were only given 2 weeks notice before the work was to begin, there was no involvement from the homeowners, or a reason as to why this work was being done considering our roofs are only 15 years old. It was not until 8 weeks into the work being done that we were told the homeowners would also have to pay for this replacement. We are a condo association and are not responsible for the outer layer of the homes (aside from decks). They are requesting EVERY unit to either pay $6000 out of pocket or $66 per month for TEN YEARS. The dollar values to not align with the total cost or loan, and those who lived here the last replacement say they were not responsible for the repayment. We do not receive refunds for services not rendered such as snow removal when there is none, nor landscaping when its not done (and not because of weather). Numerous complaints go unattended and now the roofing project which most homeowners here will not be able to afford. Its also been brought to my attention a development in ************ fired them last year for lack of communication and services as well. They charge us $270/month as it is and provide very little services to us.

  Customer Answer

  Date: 08/23/2023

  The community attempted to join a board meeting scheduled for today 8/23/23. 
  They responded by saying too many people wanted to join, and changed it to a CLOSED DOOR, PRIVATE board meeting so residents are NOT allowed to be present in any way. 
  They said another meeting would be scheduled at a later date.

• Initial Complaint

  Date:07/24/2023

  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.

  The first complaint was a phone call, for the water leak, the last week of May 2023. There were four more phone calls, before a plumber was dispatched for the water leak July 1st. I was running two dehumidifiers, since the end of May, to help with puddles of water, every morning and evening, coming from the 4" soil pipe from above my condo. The plumbers found and corrected the leak the same day.I was told, that all the drywall, would be repaired, that was almost 4 weeks ago. Since I'm a little handicapped, I'm probably going to have to pay someone, to do the work.

  Business Response

  Date: 08/22/2023

  Community Manager reached out to ******************** to obtain the estimate he had received for repairs.  The estimate will be forwarded to the carrier for his condominium association and a claim opened on his behalf. 

• Initial Complaint

  Date:11/04/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 9/13/22, I initiated a Homeowners Insurance Claim for my Condominium at ***** ******* *****, Newtown, Pa, I have water that leaked into one of my bedrooms. I’ve been dealing w/the First Service Residential Property Management, Since 9/15/22. I have been patient in waiting for work to begin, to diagnose & correct the issue. A work crew was sent out on 10/25/22, they took out my window and checked the siding. After they left, I looked. at what they did. (Please see in my photos the descriptions of everything that they did). I forwarded that to the Manager of the Roofing Conpany, and to my Property Manager. They need to correct all of what they did. I do not feel comfortable or confident in any of the work being performed. I could not discuss with the crew, all Spanish, and I would have liked to know any of their findings. I was told that a Head Inspector would be out the next day, and that never occurred. Most importantly, in this entire matter is I need to inform my Insurance Claim adjuster, of the status of these repairs. I can’t move forward with any removal of wood, or repairs needed on the inside of my condominium’s middle bedroom. They have to complete the outside work, and I need the paperwork stating what was done! I have been asking the Property Manager for updates, and paperwork/report to submit to my Insurance Company. Here it is 11/1/22, and still no follow up to the botched work, my documentation that is needed, etc., as I said, am patient, and understanding, but that has all worn thin now, and I am tired of the put offs, weather conditions excuses, company calling says, they will be at my home on Monday, 10/24/22, it was a rather misty, damp day, but they never showed up and didn’t even bother to call me until 5:30pm that evening. All I would like is to get this work completed by competent professionals that are trained to work with windows, and siding. Not a crew that laughs all day, takes 1 1/2 hr. long lunches. Just please get it done.

  Customer Answer

  Date: 11/04/2022

  You have requested from me the address of First Service Residential. 
   
  The address is:
  
  First Service Residential
  
  360 Eagle Road
  
  Newtown, Pa 18940
  
  Property Manager: Marsha ******* 

• Initial Complaint

  Date:09/27/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  The company has charged me with $100 violation fees for improper garbage disposal. However, I mentioned to them multiple times the garbage was directly kept in bin by me. After that who touched it and how it was handeled I dont know. There has been no evidence shared that I spilled the garbage on the floor. I kept it directly in the bin, however they shared one pic of my garbage and charged me violation fees of $100 which is not fair. I emailed them multiple times but no response on my stance was received. I want my refund of my violation fees.It was charged on Aug 24th, 2022. My address: ***********************************,Secaucus,NJ-**********