Business Profile

Property Management

FirstService Residential Florida, Inc.

Headquarters

Complaints

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

Customer Complaints Summary

99 total complaints in the last 3 years.
37 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/13/2024
Type:Service or Repair 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.
During our building painting projected I first elected to have my interior patio door painted which was OPTIONAL for $40. However, due to multiple issues that I had with the painters with my patio, I ended up declining getting the interior door painted. I reached out to my property manager multiple times and she insists the contractors painted it even though I showed photos showing it was not. I invited her and the maintenance guy or painting contractor to come out to my house to see for themselves that it was not painted and Im being ignored. Now that $40 fee has turned into $80 with late fees and interest and I have since reached out to the property managers manager and she doesnt even have her facts straight since she thinks this is for the exterior patio door and is blindly backing up what the property manager is saying. No one is willing to get physical confirmation and come see if the door was actually painted and I cant get anyone else to assist me in getting this fee removed from my account. Every time I call First Service Residental, they just leave a message for the property manager who ignores me or her manager who just backs her up. There is no one else who is willing to resolve this for me and it could have been easily resolved but they would prefer to keep a fraudulent charge on my account and continue to add fees to it. I would like someone to physically verify that this painting was not done and remove the fee from my account. I even provided photos showing the interior door was not painted. I used to have blinds on my door and when they were removed it left holes in my door and you can still see my messy touch up job in the photo showing where I filled in the holes. You can clearly see that the door has not been painted -which would have covered my sloppy cover up job. They are clearly money hungry and its a shame that they will treat a long term owner like that when I have owned my home for 19 years and have no reason to lie.
Customer Answer
Date: 08/15/2024
Please cancel this request. Thank you!
Business Response
Date: 08/20/2024
**************** is a resident of ************************************** (the Association), which is managed by FirstService Residential.As the Associations management partner, FirstService Residential serves as an agent of the Association and serves at the direction of the ****************** of directors. A notification about the painting of the exterior of the buildings was distributed to residents that included an option to have patio doors painted for a fee of $40. The fee was payment for painting the exterior of the door only. **************** was charged for that work, which she has confirmed was completed. Our team has spoken with **************** to clear up any miscommunications that might have occurred. We appreciate **************** for providing her feedback and strive to deliver exceptional service to all residents who live in the communities in our care.
Customer Answer
Date: 08/21/2024
Can you please confirm that my name will not be published on your website? The business used my name in their response and I want to make sure it will not be published. Thank you!
Customer Answer
Date: 08/21/2024
Can you please confirm that my name will not be published on your website? The business used my name in their response and I want to make sure it will not be published. Thank you!
Initial Complaint
Date:07/27/2024
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.
improper billing, charging the interest and fees
Business Response
Date: 08/05/2024
**************** is a resident of 345 Bayshore Condominium (the Association) which is managed by FirstService Residential. As the Associations management partner, FirstService Residential serves as an agent of the Association and serves at the direction of the ****************** of directors. The board of directors agreed to removed the charges **************** referenced in this compliant from his assessment account. **************** agreed to retract this complaint.
Initial Complaint
Date:06/24/2024
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.
March 11th 2024 First Residential withdraws $2.7 from my bank account without authorization While it is being disputed they fail to email documents including insurance policies, coverages and contracts.They denied my *** wireless access key since November 2024 and still today without explanation.May 21st the insurance claim was resolved and paid $3,439.65 towards my account.It is **** ********* and they NEVER accredited such amount into my account.and continue to charge fees.
Business Response
Date: 07/02/2024
**************** is a resident of ********** Condominium No. 4,Inc. (the Association), which is managed by FirstService Residential.FirstService Residential serves as an agent of the Association and acts at the direction and control of the ****************** of directors. ****************** son damaged the Associations new front door automatic opener system. The incident was video recorded. The Association had the damage repaired, which cost $2,669.65, and sent several letters with evidence of the cost of the repairs to **************** requesting her to pay for the damage as required by the Associations governing documents. When the Association did not receive a response, the matter was turned over to the Associations attorney for handling. Per the direction of the president of the board of directors,with the approval of association counsel, the $2,669.65 was added to ***************** account on March 11, 2024. As **************** chose when she set up autopayments, her account was set up to automatically pay the full balance due to the Association from her account. This authorization initiated an E Check on March 13, 2024, for $3,476.67, which included the door repair costs,March maintenance fees, and the March special assessment fee. This payment was returned for insufficient funds on March 18, 2024 and was not applied to ****************** account. There was an insurance claim made by the Association from which the Association received a payment. The payment was sent to the associations counsel because legal fees were incurred to assist with this matter. The Association has not received the remainder of the payment from counsel yet. ****************** account still reflects the outstanding amount due for the repairs along with other charges.

*************** did submit an official request for records which was reviewed by Association counsel. A document review was scheduled by counsel May 23,2024, from 1:00 pm until 5:00 pm at the ******************* but **************** did not show up or contact management.

Distribution of key fobs was initially handled by the board of directors. However, recently a communication was sent to the community advising residents that they can now pick up fobs from management by coordinating a pickup time via email or telephone. If **************** reaches out, FirstService will schedule time for her to pick up the fob.
Customer Answer
Date: 07/03/2024
Complaint: 21892011
I am rejecting this response because:
It is your responsibility to credit my account for the payment which was made on my behalf May 13th 2024. Almost a month from today. It is illegal for you and your company to attempt to withdraw (and charged me for insufficient funds) from my bank account without my consent!!!
You are to credit my account for my payment. Your internal lack of logistic it is not for me to pay. You taking money without my consent from my bank account it is fraud! Shall you fail to repair this before the end of the week Im going to report it in police department, ****** and press.
*******************************, professor and community advocate

Business Response
Date: 07/10/2024
Weve already responded that the residents account will be credited when the insurance funds are received.
Customer Answer
Date: 07/14/2024
First residential continues to deny the payment made by my insurance company on May 21st which there is a receipt and release of duty and have attempted not once but twice to debit a charge from my personal bank account unlawfully. Today is July 14th ********************************************************************************** May 21st 2024. It is their responsibility to update customer account immediately!!!! And stop attempting to withdraw funds from my bank account which has NEVER being authorize. I also demand a letter of apologies for all these disruptions.
and the fibs which were denied to my family since November 2023 when the ADA **** was installed and for which having had them my 4 year old would have not manually hold to prevent them from shutting while I enter with luggage. I was ignored several times via email in my request then public ally humiliated when attempting to pick up in person and having to cancel work meeting bc of it. I request you drop of such in your office at our building or ship them after so much inconvenience. Because as far as I know I am still being deny those keys.
Customer Answer
Date: 07/14/2024
First residential continues to deny the payment made by my insurance company on May 21st which there is a receipt and release of duty and have attempted not once but twice to debit a charge from my personal bank account unlawfully. Today is July 14th ********************************************************************************** May 21st 2024. It is their responsibility to update customer account immediately!!!! And stop attempting to withdraw funds from my bank account which has NEVER being authorize. I also demand a letter of apologies for all these disruptions.
and the fibs which were denied to my family since November 2023 when the ADA **** was installed and for which having had them my 4 year old would have not manually hold to prevent them from shutting while I enter with luggage. I was ignored several times via email in my request then public ally humiliated when attempting to pick up in person and having to cancel work meeting bc of it. I request you drop of such in your office at our building or ship them after so much inconvenience. Because as far as I know I am still being deny those keys.
Customer Answer
Date: 07/16/2024

Complaint: 21892011

First residential continues to deny the payment made by my insurance company on May 21st which there is a receipt and release of duty and have attempted not once but twice to debit a charge from my personal bank account unlawfully. Today is July 14th ********************************************************************************** May 21st 2024. It is their responsibility to update customer account immediately!!!! And stop attempting to withdraw funds from my bank account which has NEVER being authorize. I also demand a letter of apologies for all these disruptions.
and the fibs which were denied to my family since November 2023 when the ADA **** was installed and for which having had them my 4 year old would have not manually hold to prevent them from shutting while I enter with luggage. I was ignored several times via email in my request then public ally humiliated when attempting to pick up in person and having to cancel work meeting bc of it. I request you drop of such in your office at our building or ship them after so much inconvenience. Because as far as I know I am still being deny those keys.

Sincerely,

***************************
Initial Complaint
Date:06/21/2024
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.
There is no customer ********************** at all. *********** not fixing issues that they are supposed to fix. *** representative and supervisor not responding at all to emails. Broken sprinkler heads, balcony flooring issues, landscaping issues, not doing anything for homeowners. Taking money and provide no service. Wasting money. No respect for homeowners.
Business Response
Date: 06/14/2024
Good afternoon. I received this request from your office. This site is Vista at ************** located in Florida. It is part FirstService Residential ************, not the east Region. Please be advised that I will forward this to our South region office and they will be responding.

***********************
*********** - Director of Risk Management
*********************************************************************
Office: ************ | Cell ************
****************************************************

Business Response
Date: 06/25/2024
*********** is a resident of Vista at ************** (the Association) which is managed by FirstService Residential. As the Associations management partner, FirstService Residential serves as an agent of the Association and works at the direction and control of the ****************** of directors.FirstService strives to provide superior service to the Associations we manage as well as the residents. We apologize for any inconvenience ************ may have experienced. The regional director that oversees the management of this Association reached to ************ and addressed her questions and concerns via email and is scheduling an in-person meeting with ************ as well.
Customer Answer
Date: 07/01/2024

Complaint: 21753835

I am rejecting this response because:
We have never missed a payment to our *** since purchasing the property in 2016. Most of their response entails just being patient to their time in addressing these needs or waiting for a lawyer to *** the builder. Previous ***'s have timely addressed is***s that they were responsible for, Ie a roof leak. They sent out contractors, got estimates, and completed repairs. FSR has still not sent anyone to look at the is***s or make estimates for repairs. They have not addressed simple fixes, such as a broken sprinkler head, and instead, had the landscapers shut off the sprinkler system, which can kill off plants and grass. We have missing sod on our side lawn for years now, so I believe we have tried being 'patient' and nothing gets fixed. Any structural is***s with the builder should be handled by the 10-yr structural warranty with the builder, not by hiring lawyers to ***. The cost of lawyers is much higher than just fixing the is***s that are the ***s responsibility to fix, as per our paperwork at closing. This is our most valuable investment, and it is being diminished by the *** not doing what it is required to do. Our bill for cable has gone from no bill to a fee and they are not addressing this. We have never had to contact Spectrum directly since 2016. In all aspects of their role, FSR is lacking. I do not see why we should continue to pay on our side if they are not providing the services that they are required to provide. Response time to emails of over a month is ridiculous.

Sincerely,

***********************
Business Response
Date: 07/15/2024
************ is a resident of Vista at ************** (the Association) which is managed by FirstService Residential. As the Associations management partner, FirstService Residential serves as an agent of the Association and works at the direction and control of the ****************** of directors. The board of directors determines how the Association handles maintenance and repair items and it has determined that community wide sod replacement will take place later this year. ************' irrigation issue is being addressed and she's received written correspondence about it. FirstService strives to provide superior service to the Associations we manage as well as the residents and we apologize that ************ feels she has to wait longer then she would like to receive responses to some of her inquiries.
Customer Answer
Date: 07/18/2024

Complaint: 21753835

I am rejecting this response because:
Our closing paperwork lists all outside maintenance as covered by hoa, we we told to not even have outside coverage to unit in our homeowners policy by the builder, as it is the hoas responsibility.
Outstanding issues are an issue with eve under roof and flooring of balconies.
No landscaping issues have been resolved. Irrigation still broken, sod not replaced. In addition the following :
Driveway has weeds, which were treated by previous hoa. Bugs have begun to infest first floor, this is a first time occurance with this hoa. Plugs used to be placed by pest company.
Once again, our payments have not ceased but what is supposed to be included in fees is not being covered by those fees.

Sincerely,

***********************
Business Response
Date: 11/20/2024
Thank you for bringing the landscaping and irrigation concerns to our attention. We understand the importance of getting these issues resolved and are working to address them as quickly as possible. At this time, the landscaper is evaluating all the irrigation issues and will be providing a proposal for the board to review by early next week. ******* board approval, the repairs are expected to start in early December. We appreciate your patience during this time. We take pride in delivering exceptional service to the residents of communities like yours and do our very best to support the vision and the policies the board of directors has set for the community.
Customer Answer
Date: 11/22/2024

Complaint: 21753835

I am rejecting this response because:
This was brought to the *** attention over six months ago. They gave the exact response last time. This is the grass now. The lawn needs to be replaced and the sprinkler program running multiple times per week. We have continued to pay but will stop paying if not addressed before the next bill. ************ is mishandling the neighborhood and devaluing our properties. Is it negligence. They have singlehandedly screwed up our exterior insurance, cable, landscaping and irrigation.

Sincerely,

******* ****
Business Response
Date: 11/22/2024
Our goal is to always be genuinely helpful as we support the vision and the policies your board of directors has set for the community. As previously mentioned, these issues will be addressed in the landscaping proposal, which the board needs to review and approve before the work can begin. We understand your frustration during this time and are doing our part to resolve this issue effectively. Thank you for taking the time to bring this to our attention.
Customer Answer
Date: 11/22/2024

Complaint: 21753835

I am rejecting this response because:
They promised to address this previously and had not, empty promises. Their neglect is causing our property to lose value. We pay for services they are not delivering and have never missed a hoa payment to them, or any hoa, in over twenty five years of being a homeowner. It is unacceptable to continue to accept payments for services you control and choose to not address.

Sincerely,

******* ****
Initial Complaint
Date:06/19/2024
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.
Check was mailed from my bank on March 26th, 2024 for ***** maintenance payment. They say they did not get it until ***** 13 and charged a late fee. I have used this same system for 24 months to pay maintenance with no issues. They somehow didnt get the check for 18 days through the US mail, when this has never been a problem before, and somehow blame me. In the meantime, while they refuse to do the right thing, they are assessing a late fee every month that I dont pay that $25 late fee. So we are at $75 right now. These fees should be waived as I paid the way I always do and the problem was most likely on their end and they refuse to even consider that possibility.
Business Response
Date: 06/25/2024
************ is a resident of The Residences on *************** Condominium (the Association) which is managed by FirstService Residential. As the Associations management partner,FirstService Residential serves as an agent of the Association and is tasked with implemented the terms of governing documents as directed by the ****************** of directors. When ************ reached out and questioned the late fee in April 2024 FirstService researched the issue and determined the April assessment payment ************ directed his **** to send was not received by until April 12, 2024. The funds cleared Mr. ***** **** account on April ************* the funds were received after the payment due date a late fee was assessed as required per the governing documents. FirstService explained the reason for the late to ************ and encouraged him to contact his **** about the date the **** issued the payment.
Customer Answer
Date: 06/26/2024
Again, the check was mailed by the bank on March 26. They claim to have only received it on April 12. As questionable as the **** can be sometimes, I find it highly unlikely that it would take 17 days for the check to be delivered. This was a one time incident caused by either **** or their own office. Late fees should be waived. They are being unreasonable.
Initial Complaint
Date:05/22/2024
Type:Product 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.
FirstResidential took over the *** at ************** in *****, ** in March, 2024. Since then, I have been in contact with them on several occasions to request that they remove late fees and stop payment fees on my account. I have provided a **** of America Letter to them stating that my bank account was active and had enough funds to cover the *** fee (which I have attached here). On 4/23/2024 I received an email from *************************** stating that the matter would be forwarded to their "banking team." One month later, and still no resolution. Today, I see that additional fees of $36 have been added to my account and to date, no one has contacted me. I am requesting that the current amount of $96 be removed from my account.
Initial Complaint
Date:04/28/2024
Type:Service or Repair 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.
We are supposed to receive at ****************** an a/c air filter replacement twice a year. Instead, FirstService STOLE my air filters that were stored in my a/c closet INSTEAD OF providing the complimentary filter.You STEAL my air filters that DO NOT BELOW TO YOU. YOU STOLE FROM ME!!!!!You were supposed to replace the filters twice a year with the filters that you provide, not STEAL mine. I am so upset that you charge exorbitant fees and lack the decency of replacing with a prepaid filter. *************** you used to change out filters also damaged my a/c closet and a/c unit and it is not the SAME!!!! The air filter does not fit in the slot like it used to. You are a horrible company and you need to replace the filter you STOLE from me. How dare you steal my filters when you were supposed to provide a replacement, the LEAST YOU COULD DO!!@!!!!!! WHEN CHARGING RIDICULOUS FEES.
Customer Answer
Date: 04/29/2024
Please cancel this complaint.
21638175
It has been resolved.
Customer Answer
Date: 04/29/2024
This matter has been resolved. Please close out this complaint.
Initial Complaint
Date:04/10/2024
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.
The agent representing the home owners association has failed to performed its duty for Towne Place town homes association and as a result has caused several business loss. This is our second client trying to rent our town home and is not getting any response from the association or the agents representing the association. However, application fees, homeowners association fees are still being collected and process. Our records show that myself as owner, realtors, third party interest have all reached out and no response.
Business Response
Date: 04/10/2024

************** is a resident of Town Place ******************************** (the Association)which is managed by FirstService Residential. FirstService takes direction from the ****************** of directors in matters concerning tenant approval. ************** has been in touch with the Board President and his application for a tenant has been approved for a lease beginning May 1,2024.
Initial Complaint
Date:04/09/2024
Type:Product 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.
Business refused to return security deposit within the timelines stipulated by Florida Statutes. Claimed to have mailed the check but was never received. Never responded to multiple requests to reissue check and have since been fired by the condo so have walked away from what was their legal responsibility to return security deposit check to tenants and owners. Gross negligence and willful misconduct.
Customer Answer
Date: 04/09/2024
The building is Cite on the Bay
Customer Answer
Date: 04/10/2024
*******************
********************* Apt 1606
I had paid the security deposit for the tenant who's lease ended on January 31, 2024. As of today lease funds have not been returned to me, so management company is in breach of Florida Statutes. FSR has since been fired from the building so at this point they are unable to do anything about it - and the issue remains unresolved. This complaint should remain on their record since they failed to abide by Florida Statutes in not returning my security deposit.
Business Response
Date: 04/25/2024

BBB Complaint # ********

************ is a unit owner at Cite Condominium which was formerly managed by FirstService Residential. We researched the issue of the security deposit check that he did not receive. The check was inadvertently mailed to an incorrect address, and we apologize for this inconvenience. The check was not cashed. Since FirstService is no longer the manager for Cite Condominium, we are going to contact the new management company and request that they reissue a new check. We ask that *********** provide his phone number and email address so that we can contact him if necessary.
Business Response
Date: 04/25/2024
************ is a unit owner at Cite Condominium which was formerly managed by FirstService Residential. We researched the issue of the security deposit check that he did not receive. The check was inadvertently mailed to an incorrect address, and we apologize for this inconvenience. The check was not cashed. Since FirstService is no longer the manager for Cite Condominium, we are going to contact the new management company and request that they reissue a new check. We ask that ************ provide his phone number and email address so that we can contact him if necessary.
Initial Complaint
Date:03/28/2024
Type:Sales and Advertising 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 Residential collected my payment of $242.43 12/29/23. In January we were informed this company was fired and a new company was hired to manage the property. First Service Residential collected 2 HOA payments and a Condo payment from us for dues on 2 properties, On 1/11/24 the 2 HOA payments were electronically refunded to our bank account however they have kept/stolen our condo payment of $242.43. My emails and phone call have gone unanswered and their behavior is egregious. They need to refund the money they stole from my business ********************. as that is how our property ownership is titled, I have a attached a copy of the email I sent on 3/5/24 and a copy of the bank withdrawal. I hope you can help because apparently there is NO state regulation on these property managers.
Business Response
Date: 04/10/2024

Our accounting manager and supervisor have set a call with ************************* to discuss her account. They hope to offer an explanation as to how her funds were transferred to the new management company and resolve ***************************** concerns.

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