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

  3975 Fair Ridge Dr Ste 210-S Fairfax, VA 22033-2911

• 

  FirstService Residential

  11351 Random Hills Rd Ste 500 Fairfax, VA 22030-6081

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:08/02/2023

  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.

  First service said I did not pay me homeowners association fees. It was paid I have a copy of the cashed check. I spoke to *** at the *** office and he said he did not see the payment on my acct either. He said we've got to figute out where the payment was credited to. I asked *** about other charges are on my acct and he said late fees. I explained I spoke to FSR customer service a few months back and they said I do not have any extra fees on my acct, so let them send it to a collection agency he said well that’s where it may end up. I’ve also heard through other residents that FSR is not applying their payments either. If this is not taken care of by the end of business today 8/2/23 I’m calling my consumer protection attorney. The left hand does not know what the right had is doing. Im not going to take this crap any company anymore. do now they t do I’d not credit my payment 

  Business Response

  Date: 08/21/2023

  The member called into the call center on August 12th stating a payment was made on July 6th for Quarterly assessments due on July 1st.  The member wanted late charges and interest waived.  It was communicated to the member by onsite staff that it is consistently communicated that payments not processed by the 10th of the month will receive late charges and interest.  We also communicate to allow 3-5 business days for processing.  As of today, August 21st, the payment the member stated was made on July 6th has not posted to the account.  While onsite staff was assisting this member, it was communicated that the account shows a pattern of late payments in October 2022, April 2023 and, most recently, July 2023.   There was also communication via email on August 14th and August 15th inquiring about the address the bank check payment was sent to so staff could confirm it was sent to the correct address.  The response from the member was, "My husband has it in his bill pay so as long as nothing changed, you should have received it with my account number."  This response did not confirm the address the check was mailed to.  The next request was for a copy of the payment/check so staff could research it however a response has not been received.

• Initial Complaint

  Date:01/30/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  HOA poor management practices resulting in unnecessary fees for owners. Nearly 100% communications are via email regarding the HOA. We do not have statements only a coupon book at the beginning of the year. My complaint is my account was sent to collections without any warning or knowledge of any balance carrying forward. In attempt to resolve I asked for copies of any notifications sent that I may have missed. Only one letter was produced from a year prior April 2022 by snail mail I did not receive and no emails. One account is in collections owners are treated poorly. I explained checks were sent and were told by First service Residential that they would not be cashed and returned 2 weeks after sending them. I sent a new check to the collections within the HOA ( dropped off in person) to resolve to collect new parking passes to avoid getting towed. I learned that all checks were cashed and am now due a credit. However, they refuse to put my account in regular standing to pick up tags as an owner. I have asked multiple times to give me my tags or visitor tags with no action on their part. As an owner that pays 515 a month for HOA this management property act as dictators and instead of communicating with residents they will send accounts to hoa collections and legal and then charge fees to the HOA causing our monthly fees to go up while they get paid. Reasonable request have been made to have them send emails of account status or any important issues by Steve has refused. Emails for property concerns go unanswered despite follow ups. The only way to get an answer is to go in person. I would like my late fees returned as this entire matter was poorly handled. BBB report.

  Business Response

  Date: 02/15/2023

  **** *******
  ?
  To:
  *********************************;
  *******************************
  
  Wed 2/15/2023 8:46 AM
  
  RE_ *************************, Unit *.
  
  Good Morning
  
  This account was turned over to collections for missing assessment payments.    The owner has not disputed at any time that she missed the payments.  Her contention is that she did not receive notice because it was sent through the mail (“snail mail”) that she claims she does not receive.   
  
  She was told personally, by me, in three phone conversations that she needed to deal with Counsel directly.   Furthermore, she went to the on site office to discuss this matter with the General Manager ***** ********** and he told her to take it up with Counsel.   She even sent her husband (I believe) to argue with ***** about this matter.   Steve told her husband to contact Counsel. She called our Customer Care Center in an effort to speak with someone about this matter when she had been told repeatedly that she needs to work with Counsel
  
  Please see attached emails from Counsel advising her of same. 
  
  She made payments to the Association’s lock box even though she was told to deal with Counsel and they advised her to make payments directly to them.   She ended up with a credit on her account of around $1,000.00.   Our Bethesda office is processing a refund to her.   A check request was processed I believe – yesterday.
  
  Please let me know if you need additional information and if you would like this in a more formal response. 
  
  Thanks,
  
  JOHN T******
  Regional Director
  **** **** ***** *****, Suite ****  Fairfax, VA  *****
  Direct ************
  Email *********************************************
  24/7 Customer Care Center: ************

  Customer Answer

  Date: 02/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  

  
  

   Complaint:

  
  

  I am rejecting this response because:

  
  

  Regards,

  
  

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

  
  

  The response does not address the issues brought to thenHOS that we pay for.

  One letter in Aoril 2022 by mail was not received and doubt it was even sent. Secondly, the HOA has my email and not one notification was sent indicating any concerns for months. Aside from a coupon book we receive early in the year we do not get statementsor notifications of any late fees. 
  
  Automatic payments are set up by my bank. After they were sent to the HOA, the HOA advised they would return the checks as they closed my account. A separate check was dropped off in person for full amount to counsel. The prior checks were still cashed.
  
  **** ******* response indicated I stopped by the office. That is inaccurate. I have not.gone to the office. 
  
  **** ******* also indicated I sent my husband to the office l. thatbis also inaccurate. My father stopped by to pick up tags and when my name was mentioned ***** started to yell and be disrespectful to him and unprofessional. My father did not deserve the disrespect and discrimination he barely got a word in.
  
  I have requested the procrss as to how long a refund should take ro be updated in the system with no response to my questions.
  
  i requested a refund of all late payment fees as i was not notified of any issues.

• Initial Complaint

  Date:12/06/2022

  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.

  Sale of my condo at the *************, **** *************, Arlington, VA, closed in October of 2022. They extracted more than two hundred dollars as a utilities deposit, which they have not refunded, and are trying to blame the title company for the problem. They also owe some overpaid condo fees to me as closing was executed prior to the end of the month. And finally, they have billed me for condo fees, late fees, and utilities for the period of time that I DO NOT OWN THE CONDO!

  Business Response

  Date: 01/10/2023

  Tell us why here...In response to Complaint # ********, Carlyle House Condominium has issued ****************** a refund in the amount of $186.29 for utilities. Because we bill for utilities after we receive the invoice, ****************** was mistakenly charged for November
  
  ****************** settled on October 27, 2022 and FirstService Residential did not receive the settlement sheet and settlement checks from the title company until December 7, 2022.
  
  Our settlement department processed **. ******** refund on December 12, 2022. Per the settlement sheet, ****************** was reimbursed $118.78 for prepaid October 2022 dues at closing. All fees on her account for November and December have been credited and the new owner have been properly charged.
  
  If you should have any questions, please feel free to contact our office.