ComplaintsforFirstService Residential

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  FSR owns/manages the community I live in. They made a mistake and blocked my ability to make online payments for HOA dues. I reached out to the community manager, who assured me in writing that she acknowledges I have no method to make a payment. I have multiple emails from her (KerriAnn Matthews) stating my account would remain in good standing and no late fees would be charged. This went on for over a year and a half. I consistently followed up and received the same promises in writing. About a month after my last communication, I received a letter saying that my account had been reported to a debt collector and I owed over a thousand dollars in late fees. I immediately contacted the community manager who said it was a mistake and that the account was taken out of collections. I was asked to be patient until they resolved the account payment issue (as I still was unable to make a payment online). 6 weeks later I received another letter stating my account was still in collections, and they had added more late fees and threatened to put a lien on my property. I reached out to the community manager again, who did a 180. She said she wouldn’t help me anymore and I needed to deal with the attorney’s office. I have all communications by email saved, in which she promised this would not happen and that my account would remain in good standing, with no late fees. I believe that I am being targeted because of my religion (something the community manager found out about right around the time she said she wouldn’t help me anymore). I have been begging for them to fix my payment account, so I could pay the dues that I owe, but after 2 years the issue has still not been resolved. All I want is a method to pay what is owed and for them to honor what they stated many times in writing, no late fees or interest, because I had no way to make a payment. I am happy to share the emails, that have been reshared with First Service Residential.

  Customer response

  06/09/2024

  The issue has been resolved as far as payment goes.  Despite the emails I shared with them they were threatening legal action, so I had to pay.  They removed the late fees, but made me pay attorney fees, as well as a couple other fees that don’t make a lot of sense.  The issue of neighbors, including myself, being targeted unfairly by the HOA reps, who are chosen by FSR is still a huge issue, and I’m surprised there have not been more complaints, as it’s a daily topic on the neighborhood Facebook page.  Their actions have tarnished the communities reputation, and make residents feel uncomfortable in their own neighborhood.  I know longer care about the payment part of my complaint, as I want to move forward, but I would like a change in the way residents are being treated by the company that is supposed to help manage our community.  This is a local FSR issue, but I had sent info to the regional director, and received no reply.  Many others in the community have complained to FSR about their employees who work in the HOA office.  They either need to change their attitudes, or make a personal change.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have addressed the First Service HOA about a dead tree behind the fences line behind my backyard which is the common maintenance area to cut it many time because of the danger of it falling into my yard but was ignore many time, they always said the will forward to the local Board of Director to resolve it but no one has contact me whatsoever ever since, and I contacted them early last year, and just recently contacted them on January of this year and now is March 12, but was ignored again, no response, I don’t know if they know they should responsible to take care of dead tree that posing danger of falling on people’s yard and possibly falling on them or their children, any way is HOA is a joke and I paid my HOA every year early not late

  Business response

  03/28/2024

  This owner reported a tree concern in the common area behind their home. The fear is that the tree may be deceased and if it fell it would cause damage to their property. This was reported to the landscapers whom dispatched an arborist to inspect the tree to make a determination if the tree was viable.  During this time, the Board of Directors was in the middle of changing the landscape company.  It was found that the previous landscaper did not inspect the tree as requested, so the new company had to started the process all over again.  This was in late January or early February.  During the permitting process with the City of North Charleston it was determined this tree was in a protected wetlands area, which caused additional delays in obtaining the necessary permits to have the tree removed.  The permits now have been received and the tree was scheduled to be removed on 3/27/24.

• Initial Complaint

  01/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Since First Service Residential has taken over, they’ve changed our HOA fees from monthly to yearly, giving homeowners less then 30 day notice for dues to be paid in full. They have sent out mixed signals about HOA fees due dates, first saying owners had until March 14th both in writing and during HOA meeting, then on Jan 2nd announced they wanted all the fees paid by Jan 15th or they would add late fees. They have also not been willing to show where homeowners HOA dues are being utilized. They have given out generic statements showing what they are paying for saying homeowners are paying for pond maintenance, janitorial services and pressure washing. When asked who is actually providing services because homeowners have not seen services actually being provided they have been unwilling/able to show who has been doing it. When it comes to janitorial and pressure washing, the homeowners have actually been doing those services without reimbursement. The money homeowners are paying are just disappearing with out any accountability from Frist Service Residential.

  Business response

  01/09/2024

   The property mentioned in this complaint is handled by our office in Charleston South Carolina. Please redirect this complaint to them.

  Thank you.

  Business response

  01/12/2024

  The homeowner's dues for the ********** *********** are due on the first day of the calendar year.  FirstService Residential has provided an extended period to pay the assessments.  The last date the assessments can be paid is March 14th before any fines are levied.  

  The October financials have been posted for all homeowners to review on the web with instructions on how to access. November will be posted shortly.

  The community does have a contract to clean the bathrooms at the pool and pond maintenance.  We will provide the information on these at the upcoming community meeting.

  There is no pressure washing contract.

  We are happy to field any additional questions at the open monthly community meetings.

   

  Customer response

  01/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:I would like to know if we have not had a pressure washing contract where did the 1500 go that was in the last attachment. The October budget is not viewable for the Homeowners as was stated in last meeting with First Service and thank you for sending out second email today letting us know you will honor the original March time frame.
  
  Sincerely,
  
  ***** ********

  Business response

  01/23/2024

  All,

  The previous manager did have the pool house and deck pressure washed earlier this year prior to ******'s arrival as manager.  I have attached the invoice for reference.  Sorry for the lack of historical knowledge on this one.

  Best regards,

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This HOA management company has by far been the worst. Not only have they completely ignored and been unresponsive to owner complaints and questions they have also not provided request services. They have not paid bills (our pool was closed for lack of payment). The community is dirty and the ponds are unkept - all of these are “budgeted” yet it is clear nothing is being done. Many owners have filed complaints with no response or follow through. They have not worked with the builder to complete their clean up. There is a complete lack of communication and zero follow through on any requests. The worst.

  Business response

  12/01/2023

  Good morning,

  Our organization has been communicating with the homeowners of this community. In fact, we are in the middle of a transition. Communication was sent out regarding a call for candidates to all homeowners. Since i have managed the community there hasn't been any issues that haven't been addressed. I am sure there were some issues prior to me being appointed the new manager of this community but they were resolved in a timely manner. The HOA of this community is the developer, and we are currently working to transition this community to the homeowners. The developer is still in process of completing some items but have been working with me to ensure we complete all tasks. All residents can contact me at *****************************.com or at ***-***-****. If any further information is needed, please do contact me at any time, Thank you,

   

  Thank you,

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They are supposed to be in charge of the HOA but haven’t done anything or fixed anything. The ponds have weeds extremely high and the grass was over grown into my fence. My husband had to go out there and trim the grass/weeds so it didn’t get onto our actual property. The pond still is a mess with weeds. There is no communication.

  Business response

  12/01/2023

  Good morning,

  Our organization works with the HOA Board of Directions to uphold and enhance home values. I have been working with the pond maintenance vendors and the landscapers, ensuring all common areas are maintained. The community looks amazing. In regard to some natural landscape areas in the community, the landscaper had specific instructions on what is common area and what easements need to be maintained. I have met with the Pond maintenance team and am meeting with the landscaper to ensure any areas that need to be attended to, is completed. The landscapers do cut and maintain the pond areas but there are also areas that are natural and were made to be that way. I do also make myself available to all homeowners. They can email me any time at *********************************. I am also available at ************. When any issues are brough to our attention, we work diligently to resolve all issues. If any further information is needed, please do contact me. Thank you,

   

  Thank you,

  Customer response

  12/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  That’s not true. There is nothing natural about the color of this pond. The fish have all died, the weeds are super long. Except where my husband spent his time money and effort maintaining. I have pictures but the form will not let me attach them. 
  Sincerely,
  
  ********* ********

  Business response

  12/07/2023

  Good afternoon,

  I am working with the landscaper and pond contractor to improve the vegetation and the natural color of the ponds as expected. I also visited the homeowner who assisted in showing me the area in question. A plan is being developed to cut the accessible area of the ponds. Thank you,

   

  Will continue to follow up with the homeowner. 

  Customer response

  01/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: They are supposed to be in charge of the HOA but haven’t done anything or fixed anything. I complained and they acted as though they’d fix things so I let my complaint go! But they didn’t so hear I am again. The weeds are high. There’s a broken down car by the mailboxes nothings fixed. They are asking for dues but mismanaged funds. They have incompetent leaders and keep changing management.
  
  Sincerely,
  
  ********* ********

  Business response

  01/05/2024

  Date Sent: 1/5/2024 1:43:44 PM
  

  ****** ********, Community Manager and **** *******, Regional Director with FirstServices Residential met with the owner submitting the claim on Wednesday.  We reviewed both items with the owner.  

  The vehicle parked on common property is not owned by a property owner and likely a renter.  We contacted the local police to get the car moved.  There is no phone number on file for the license plate and the police were unable to make contact with the owner of the vehicle.  We met with the resident submitting the complaint and she gave us the address of the apparent owner of the abandoned vehicle.  ****** and **** visited the home and informed the renter that the owner of the home has and will continued to be fined for the abandoned vehicle.  The renter said the car would be moved before the weekend.  The community has no towing requirements, only fining.  We will continue to fine.

  The lagoon in the area has not been trimmed.  ****** and **** reviewed the contract for landscaping in the are and the lagoon is not specified as an area to be maintained.  It is common ground and will need to be added to the list of areas to maintained.  We reached our to ** ******, the developer, to expand the contract to include this area.  We have yet to receive confirmation, but this should only be a timing issue, as the association is responsible for the maintenance.  ** ****** will likely expand the contract to include this area at the upcoming Board of Director's Board Meeting.

  Business response

  01/17/2024

  The car at the mailbox has been removed.  We are meeting with the landscaper this week to resolve the issue with the lagoon maintenance.  We met onsite with 3 residents at the lagoon 2 weeks ago to understand the issues and have reviewed the contract and will meet the contractor onsite this week.

• Initial Complaint

  06/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The HOA has failed to disclose its ledger of expenses for the neighborhood. Additionally numerous items: Physical Security of the community center, and landscaping maintenance have not been to an acceptable standard. Our board and the management company have not been transparent of what is work is being done or not being done.

  Business response

  06/30/2023

  Tell us The following statement is submitted to address the recent complaint:
  
  
  1. The HOA has maintained all grass and plants in common areas.  
  2. The property management group provides a ledger on the portal for all residents and any resident is permitted to go to the property management company office to view the ledger in detail. The portal also provides: Monthly Manager Reports, **** **** Governing Documents, Insurance documents, Financial Statements and much more.
  3.  Due to recent vandalism we are adding additional cameras and fobs to the amenity center for security. 
  
  Sincerely,
  **** **** HOA Board
  ******* ** ******
  ***** ******
  ***** ******** here...

  Customer response

  07/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  
  
  There are several items which I have addressed to the HOA and First Residential that failing to be addressed.
  
  This includes Speed Limit Signage at the entrances of the neighborhood. 
  
  The door lock to the community building.  Just two days ago, I was able to enter the building without the use of a FOB.  This is one of the root causes of the community amenities being vandalized and being taken advantage of by individuals who do not reside in the community.  I do know about the incident of vandalism that took place.  What I do not understand is why the board did not contact BCSO to have a police report filed so that an insurance claim could be made to make all necessary repairs and replacements of HOA property at the pool.
  
  There are 4-5 palm trees in the community common areas that are dead.  These trees need to be replaced with new ones. All trees around the neighborhood need to be pruned and maintained. 
  
  There is a 4–6-foot segment of the sidewalk missing between **** **** and Waterside.  I addressed this with First Service and was told that the developer was going to fix this issue. It has yet to be fixed.
  
  Two areas of the irrigation system need maintenance.  One zone on Fern Tree erratically goes on and off during the rain.  Another zone at the entrance by the walking path requires some sprinkler heads to be adjusted.  When the zone at the entrance runs, a puddle impedes the walking path. Furthermore, I have noticed that numerous zones will run while it is raining.  This is a waste of HOA funds paying for water that does not need to be used.
  
  Numerous areas around the neighborhood, especially around the community center have grass that is starting to erode.  Additionally, I have noticed the landscapers do not come to mow as often as they used to. 
  
  The above items need to be addressed. Having a bright and inviting community center and neighborhood that is well maintained will bring many benefits to the neighborhood.  More importantly, having a beautiful and well-maintained neighborhood will increase everyone’s home value in the long run.
  
  I ask that these items be addressed at the next public HOA meeting and not another meeting that is just with the board members.  I also ask that the board give a valid reason for why these items haven't been fixed in a timely matter.
  
  
  Sincerely,
  
  ******* *******

  Business response

  07/05/2023

  Tell us whThis includes Speed Limit Signage at the entrances of the neighborhood. Signs have been ordered, the Sheriff's department has been contacted to grant them jurisdiction to monitor speed. 
  
  The door lock to the community building.  Just two days ago, I was able to enter the building without the use of a FOB.  This is one of the root causes of the community amenities being vandalized and being taken advantage of by individuals who do not reside in the community.  I do know about the incident of vandalism that took place.  What I do not understand is why the board did not contact BCSO to have a police report filed so that an insurance claim could be made to make all necessary repairs and replacements of HOA property at the pool. Videos of the juvenile suspects have been turned over to the local police. A police report has been filed, as was reported in the Facebook site. As stated in previous reponse, new mag locks have been ordered, efforts are being taken to correct the issues with the doors. The company contracted by FS have been notified about the issues with the doors. There are new locks being installed, this was also reported in our initial response.
  
  There are 4-5 palm trees in the community common areas that are dead.  These trees need to be replaced with new ones. All trees around the neighborhood need to be pruned and maintained. This has been reported to **** ****** on numerous occasions, this is part of the punch list. The board has notified **** ****** that we intend to seek legal advice as to the lack of response.
  
  There is a 4–6-foot segment of the sidewalk missing between **** **** and Waterside.  I addressed this with First Service and was told that the developer was going to fix this issue. It has yet to be fixed.  This has been reported to **** ****** on numerous occasions, this is part of the punch list. The board has notified **** ****** that we intend to seek legal advice as to the lack of response.
  
  Two areas of the irrigation system need maintenance.  One zone on Fern Tree erratically goes on and off during the rain.  Another zone at the entrance by the walking path requires some sprinkler heads to be adjusted.  When the zone at the entrance runs, a puddle impedes the walking path. Furthermore, I have noticed that numerous zones will run while it is raining.  This is a waste of HOA funds paying for water that does not need to be used. The irrigation system is currently on timers, it would not be prudent for us to call out the company when there is a prospect of rain in the forecast.  
  
  Numerous areas around the neighborhood, especially around the community center have grass that is starting to erode.  Additionally, I have noticed the landscapers do not come to mow as often as they used to. The landscapers have been attending to the mowing each and every week according to the contract. y here...

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I reside in the neighborhood in *** **** ** ******** ** *******. The Hoa that is over our community is first residential. At first, I never had issues with them. Until around late March early April of this year 2023. They had some maintenance folks come out and use a blower to clear off our roofs. The maintenance folks who came out left all the debris in my back yard and left my yard an absolute mess. So much debris(hay and straw) to where I cannot even walk around my back yard. I have reached out serval times for them to correct this issue. I did not get a response and received an email that they did not know who did and will not be able to help as of today 6/14/23.

  Business response

  06/22/2023

  Hello,
  
  
  Thank you for taking the time to give us this feedback.
  
  
  FirstService Residential hired a vendor to handle the pressure washing of the buildings within The **** ** ******** ** *** ******* Homeowners Association.
  
  
  In doing so, it appears some of the straw on the roof had washed away at your property. Our team quickly sent someone out to remove some of the straw, caused by pine trees over the property dropping pine straw.
  
  
  That being said, our team of partner vendors can simply not control the nature/vegetation surrounding your property to continuously clear the straw as it continues to drop from the trees.
  
  
  As we've stated, we are sorry for this inconvenience and are open to continuing the dialogue here.
  
  
  Thank you,
  
  
  The FirstService Residential Team
  
  

  Business response

  07/06/2023

  As promised, The landscape vendor was asked to visit the property in question to clean up any excess straw on the owners porch. The volume of pine trees in the area will continue to create straw being blown about; however, the Community Manager revisited the property today and personally blew off the porch and wiped down the siding from any debris. The Community Manager did seek approval from the owner first. 

  Customer response

  07/06/2023

  
  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.
  
  Sincerely,
  
  ********** *****

• Initial Complaint

  07/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  First Service Residential collects HOA for ********* ******* in Ladson, Sc. They have been charging me late fees fraudulently. I use web bill pay so I'm pretty confident that I'm never late. They were cashing my checks three weeks after I sent them and then charging me a late fee...$15 for a late fee, $35 for admin docs, and less than $1 in interest, approx. $50/month. There were times where the admin fee was $50 in addition to the other two fees. The documents they provided me showed that my payments were late, but it didn't account for when the payments were received. I verified that through my bank. Their documents also showed that on some months I was charged a normal payment on the first, I paid on the third, and I was charged a late fee two weeks later. Once I was charged a late fee on the second day of the month. They pray on people and I'm sure I'm not the only one. Have all the docs but they have PII. Can provide if needed.

  Business response

  07/26/2022

  Business Response /* (1000, 12, 2022/07/19) */ Please disregard initial response from 7.19.22 and use this: Assessments for ********* ******* HOA are due on the 1st of each month and considered late after the 15th as outlined in the annual assessment letter dated 11/1/21. Late fees were initiated on 5/15/21 due to delinquency as outlined in the Association's governing documents as payment was not received until 5/24/21. Late fees have continued to accrue each month as outlined on the attached transaction history due to the ongoing delinquent balance. Mr. ********* advised that direct payments for March - June 2021 were sent from his bank's online billpay system. However, the payments were mailed to an incorrect address and not to the remittance address outlined on the assessment letter and coupon booklets that are provided to each owner each year. It appears the payments were forwarded by the previous lockbox to the correct remittance address, resulting in further posting delays. Mr. ********* has been made aware of this issue and has been provided with the correct remittance address. The most recent payment of $110.00 was received on 5/2/22. Monthly assessments that were due on June 1 and July 1 remain outstanding. As a one-time courtesy, the Association has waived late fees and interest totaling ($188.10), in addition to a partial waiver of Admin fees totaling ($235.00) for a total waiver of ($423.10), leaving an outstanding balance of $484.08 as of today. Unfortunately, Admin fees are contractual fees that are hard costs to the Association and cannot be waived when applied correctly due to delinquency. Consumer Response /* (3000, 15, 2022/07/20) */ I've reviewed the response and I was not provided the information that I requested. It was a vague answer. I've attached documents that explain my position and clearly show that this company is not consistent with charges and has charged me fees that should not have been charged. My issues: I wasn't notified there were late fees until I received a message from my mother on June 17, 2022. She lives at the residence and received mail there. In the past year, I've never received certified letters nor did they attempt to reach me via email. I immediately addressed the issue the day I found out. I was told by the HOA that it was at collections and they couldn't do anything. I was given a lawyer's contact information. I reached out to resolve this issue and after several days, the lawyer responded with "we don't represent your HOA". That has been my entire experience in a nut shell. It was evident again when I told a FirstService Residential collection agent that the address on their signature block and the address the BBB had on file did not match. I think that is the only reason you received a response...a day late. Can you charge them a late fee??? This company is a train wreck. On a positive note, they have rectified some of the fees but not all of them. I am 100% paid up as far as assessments are concerned. I won't pay the other fraudulent charges unless a judge directs me to. I guess that is the next step unless the balance is zero after we go through this process. The amount due earlier today was $484.08. I paid $220 today (after weeks of having my payments returned to me) for Jun-Jul 2020 leaving an unpaid balance of $264.08. My desired result is a zero balance due after they take a serious look at all of the mistakes made on the transaction sheet. I received that transaction sheet from them and I've spent an exorbitant amount of time commenting on it. See attachment 708=A Temple... Just a side note. My address was on my checks. That was always a viable solution to reach me. Business Response /* (4000, 17, 2022/07/25) */ FirstService Residential is the managing agent for ********* ******* HOA, Inc. and is contracted to manage the daily business of the Association as outlined in the governing documents of the Association and the written policies established by its Board of Directors. Below are provisions regarding Assessments and Notices as outlined in the Declaration. Attached are notices that were mailed to Mr. ********* at the address on record for his account at that time. The Association agreed to waive late fees and interest, along with a partial waiver of administrative fees totaling <$423.10> as a courtesy to Mr. *********. Unfortunately, the remaining administrative late fees cannot be waived as they were applied correctly due to the ongoing delinquent balance and are an actual expense to the Association. It is the owner's responsibility to ensure the mailing address for their account is accurate at all times to ensure all correspondence that is sent can be received. It is also the owner's responsibility to ensure payments for monthly assessments are sent to the appropriate remittance address in order to be processed in a timely manner. Extended delivery delays resulting from payments that are mailed to an incorrect remittance address are beyond the Association's control ARTICLE V COVENANT FOR MAINTENANCE ASSESSMENTS Section 5.1 Creation of the Lien and Personal Obligation of Assessments. Declarant, for each Lot or Unit owned by Declarant within the Property, hereby covenants, and each and every Owner of any Lot or Unit by acceptance of a deed therefor, whether or not it shall be so expressed in such deed, hereby covenants and agrees to pay to the Association: 5.1.1 Annual maintenance assessments or charges levied by the Association (" Annual Assessments "); 5.1.2 Special assessments or charges levied by the Association for capital improvements, or emergency repairs to the Common Area that were not included in the Association's annual budget ("Special Assessments"); and 5.1.3 Individual assessments levied by the Association against one or more Owners to reimburse the Association for any extra costs caused by the negligent acts or omissions or willful misconduct of such Owner(s) which directly or indirectly cause or contribute to loss, liability or damage to any Unit (including the Unit owned by the Owner) and/or, the Common Area ("Individual Assessments"). Section 5.2 Assessments. For purposes of this Declaration, Annual Assessments, Special Assessments, and Individual Assessments shall be collectively referred to as "Assessments." Section 5.3 Lien of Assessments. All Assessments, together with interest, late charges, costs, and reasonable attorneys' fees, shall be and become a lien upon the Lot or Unit against which each such Assessment is levied until paid in full. Each such Assessment, together with interest, late charges, costs, and reasonable attorneys' fees, shall also be the personal obligation of the person who was the Owner of such Lot or Unit at the time when the Assessment was levied, and the personal obligation for delinquent Assessments shall not pass to successors in title unless expressly assumed by them. Section 5.9 Effect of Nonpayment of Assessments: Remedies of the Association. A late charge of Fifteen Dollars (SI5.00) shall be added to any Assessment not paid within fifteen (15) days after the due date, together with interest from the due date at ten percent (10%) per annum. The Association may bring an action at law against the Owner personally obligated to pay the Assessment or may foreclose the lien against the Lot or Unit, and in either event, interest, costs, and reasonable attorneys' fees of any such action shall be added to the Assessment. No Owner may waive or otherwise escape liability for the Assessments provided for herein by non-use of the Common Area or abandonment of his Lot or Unit. ARTICLE XI GENERAL PROVISIONS Section 11.7 Notices. Any notice required or desired to be given under the provisions of this Declaration shall be in writing and shall be deemed to have been properly delivered when deposited in the United States Mail, postage prepaid, and shall be addressed as follows: (i) if to an Owner, to the address of his Lot or Unit; (ii) if to Declarant, to ********* Development, LLC, **** ***** ****** Street, Suite ***, Arlington, VA 22206; (iii) if to the Association, to The ********* ******* Homeowners Association, Inc., **** ***** ****** Street, Suite ***, Arlington, VA 22206; and (iv) if to a Mortgagee, directed to the last known holder of a Mortgage or other party entitled to notice, at the last known address for each such party, all as shown on the books and records of the Association at the time such notice is given. Any party to whom notice shall be given under this Section 11.7 may designate a different address for notices by giving written notice of such change of address as provided herein. Will upload additional support.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm filing a complaint in regards to excessive fees being imposed by this company contracted with my communities' HOA. There is a delinquent balance of $1700 for a minor infraction. Within the policy on my portal it states that I should have had the opportunity to request a hearing or dispute the claim. None of the letters sent out have made mention of that. Even the fine schedule states that the infraction has a fine of $25 so I'm baffled how this company is trying to impose a fee of 1700 I have bill stating payment is paid by 1/1/22 the amount would be $1,175 however that amount has climbed to $1700 without no type of fee schedule to show how it's being charged. I feel as though I'm being harassed and discriminated against by this company. I understand there are rules but the amount doesn't seem justifiable for the mishap. This company seems to have more interest in draining the occupants in the community oppose to actually upholding a standard !

  Business response

  01/12/2022

  Business Response /* (1000, 8, 2022/01/04) */ Ms. ******* first reached out to FirstService residential on December 27, 2021 about the matter of violation fees on her account. The Association has agreed to waive $1,426 in fines with the condition that the trash can must comply with the governing documents and remain in compliance moving forward. Ms. ******* has agreed to pay the remaining balance. On Dec. 28, Ms. ******* was made aware of this. She can reach out to the manager of her association if she needs anything further. Thank you.

• Initial Complaint

  11/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Improper billing practices. They bill for annual dues quarterly, when you go to website to pay the bill, it doesn't work. When you try to use the phone service to pay the bill, it's a loop and doesn't work, they have know abt problem since July 2021 without fixing it. So then you email them abt the problem and the website not working to make a payment and they send you to another website that is incorrect, then assess late penalties when bill isn't paid on time. However they can not send you to correct website to make payment or telephone service.

  Business response

  12/17/2021

  Business Response /* (1000, 14, 2021/12/17) */ We spent some time looking into this matter. It turns out that there were a few factors at play and we can see how it may have been confusing to make the payment so that it would be visible to the resident. In addition, the ***** *** platform no longer accepts payment via phone. Ms. ******* is a valued member of the **** at ******* community and her feedback is important to the Association, the Board who serves this neighborhood and its membership, and FirstService Residential. This matter involves payment services facilitated by ********, a third-party payment processing service utilized at the **** at ******* and many other community associations. ******** provides a convenient option for homeowners to set-up and access an online account to facilitate payment to their community association with options that include credit and debit card payment, e-check (ACH), check, or payment through a bank's bill pay. The Association offers other options to facilitate payment of community assessments in addition to the online portal, separate from ********, which includes sending payments directly to the Association's bank and an option for Bill *** through an owner's own personal bank. FirstService Residential is committed to assisting the residents and owners we serve and will work directly with Ms. ******* to resolve all issues related to her association account. Specialists with our Support Team will be following up with Ms. ******* directly and right away. We thank you for the opportunity to participate in this important process. FirstService Residential remains steadfast in its commitment to the **** at ******* to mutually improve the quality of conditions and outcomes for this community and all residents. Consumer Response /* (3000, 17, 2021/12/20) */ They have done nothing to correct this, they have not tried to contact me. The issue has been present for over a year. They gave been assessing late fees, after giving people the wrong information to make payments. They email you a bill w wrong link, then you call the number it's wrong, but it tells you that you can make a payment so you try that for it to be circular, basically keeps rerouting you to a different option. Then you call First Net themselves and they send you to the phone number that doesn't work again or emails you the incorrect link. It's been A year since my first complaint and it still isn't addressed. They lied in their response to you. Thank you, ******* ******* Business Response /* (4000, 21, 2021/12/28) */ Please note that our Support Team followed up with Ms. ******* on 12.21.21 and shared with her complete instructions on how to pay. We believe this matter is now resolved. If she has any others, please ask her to follow up with our office. Thank you.

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