Complaints

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

close

Find a Location

FirstService Residential Florida, Inc. has 17 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  FirstService Residential Florida, Inc.

  1601 SW 80th Terrace Fort Lauderdale, FL 33324

  
• 

  FirstService Residential Florida, Inc.

  11621 Kew Gardens Ave STE 200 Palm Beach Gardens, FL 33410-2853

  
• 

  FirstService Residential Florida, Inc.

  543 NW Lake Whitney Pl STE 101 Port Saint Lucie, FL 34986-1604

  
• 

  FirstService Residential Florida, Inc.

  5200 Blue Lagoon Dr #1000 Miami, FL 33126

  
• 

  FirstService Residential Florida, Inc.

  999 Yamatto Rd #320 Boca Raton, FL 33431

  

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:10/30/2023

  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.

  I HAVE PURCHASED THIS APARTMENT IN FEBRUARY 2022 ND GAVE ALL MY CONTACT INFO (MAIL ADDRESS, EMAIL. PHONE#) TO THE MANAGER ONSITE, ***********************. UNTIL 10/23/2023, I HAVEN'T RECEIVED ANY CORRESPONDENCE FROM THIS MANAGEMENT ALTHOUGH I COMMUNICATED WITH THEM BY EMAIL. ON 10/23/2023 I RECEIVED A DELINQUENT BILL FOR THE LAST 10 MONTHS SAYING I HAVE NOT PAID THE INCREASE IN MONTHLY MAINTENANCE OF $33.08/MONTH. EACH LATE PAYMENT HAD A 106% LATE FEES ATTACHED. EVER SINCE i BOUGHT THIS PAT. I PAID THE MAINTENANCE USING CLICKPAY FROM MY CHECKING ACCOUNT WITHOUT INTERRUPTION AND NEVER LATE. WHEN I GOT THE LATE BILL, I IMMEDIATELY PAID THE ARREARS OF $330.80.I CALLED THE MANAGER AND ALSO THE FIRSTRESIDENTIAL ASKING WHY I HAVEN'T RECEIVED THIS ON TIME EVERY MONTH? ****************** SAID SHE SENT 3 LETTERS (THEY SHOULD HAVE BEEN 10, 1 PER MONTH) AN THOUGHT I RECEIVED THEM. I CALLED FIRSTRESIDENTIAL SUPERVISORS AND WAS TOLD THAT ABOUT 1 YEAR AFTER I BOUGHT THE ***** THE LETTERS WERE SENT TO THE PREVIOUS OWNER!?! THEY ALSO CANNOT PROVE THEY EVER SENT ME ANY LETTER OTHER THAN THE LAST ONE, THE ONE I RECEIVED.EVEN THOUGH I ALWAYS PAID ON TIME AND I IMMEDIATELY PAID THE ARREARS, THEY WANT TO STILL PENALIZE ME BY SPLITTING THE LATE FEES OF $428 IN HALF SO I WOULD HAVE TO PAY $214 AND THE ASSOCIATION WOULD PAY $214. I DO NOT UNDERSTAND WHY I HAVE TO STILL PAY ANY PENALTY AND WHY THE ASSOCIATION HAS TO PAY THE REST. THIS IS NOT MY ***** THAT I WAS NOT INFORMED, NOT IS IT THE ***** OF THE ASSOCIATION. IT'S THE ***** OD FIRSTRESIDENTIAL. THE SUPERVISOR OF ******************, *****************************, HAS NOT RESPONDED TO ANY OF MY EMAILS YET.

  

  Business Response

  Date: 11/10/2023

   

  ****************** is an owner at Breakwaters of Palm ******************************** (the Association) which is managed by FirstService Residential. FirstService Residential serves as an agent of the Association and takes direction from the communitys board of directors, including matters involving the collection of monthly assessments. FirstServices records reflect that all of Ms. ******** contact information was entered into our system and coupons were mailed to ***************** at the address of the property she purchased within the Association because she advised that address was her mailing address at the time she became the owner in February 2022. ****************** told FirstService she never received the notice of the increase in assessments as of January of 2023 and thus she accrued late fees and interest. As a compromise, the Association offered to reduce her account balance by 50% if ****************** paid by November 8, 2023. If the payment is not received the Association may turn the account over to Association counsel for direction. The regional director that oversees the management of this Association tried to reach ****************** by phone, at the number she provided several times, and by email, but thus far ****************** has not returned the call.  

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20801782
  
  I am rejecting this response because: I HAVE NOT RECEIVED ANY MAIL FROM FIRSTRESIDENTIAL FOR ALMOST 2 YEARS. THE ONLY MAIL I GOT WAS ON 10/23/2023 WITH PENALTIES AND LATE FEES. MY ADDRESS AT THE BUILDING IS OK AND THE COUNTY TAXES HAVE ALWAYS BEEN RECEIVED. I WANT TO KNOW WHO IS REPONSIBLE FOR SENDING ME THE MAIL. I CALLED FIRSTRESIDENTIAL DOZENS OF TIMES WITH THIS QUESTION.

  1 . I WAS TOLD MY MAIL WAS SENT TO THE PREVIOUS OWNER. WHY??

  2. I WAS TOLD BY ANOTHER REP THAT MY MAIL WAS SENT BY A COMPANY THEY HIRE CALLED WELCOMELINK. I ASKED FOR THE NUMBER AND CALLED WELCOME **** AND WAS TOLD THEY DO NOT SEND ANY MAIL FOR MY PARTICULAR BUILDING.

  3. I REQUESTED THAT ALL MY CORRESPONDENCE BE SENT BY ***** SO THERE IS A WAY TO TRACE IT. THEY SAY THEY DO NOT SEND *****S FOR MY ADDRESS.

  4. I WAS TOLD BY YET ANOTHER REP THAT ***********************, THE ON SITE MANAGER SENT THE *****LY BILLS. BUT SHE SAID SHE ONLY SENT 3 LETTERS. WHY 3> FROM DECEMBER TILL NOVEMBER THERE ARE 10 LETTERS TO BE SENT. SINCE I AM NEVER LATE AND PAY $640 IN THE BEGINNING OF THE ***** WITH CLICKPAY, IT'S CLEAR THAT I WOULD NOT DESTROY MY CREDIT FOR A $33 INCREASE. BUT THEY ADDED $428 LATE FEES AND INTEREST AND IT'S NOT MY FAULT THEY DID NOT INFORM ME THEY RAISED THE MAINTENANCE. AS THEY INFORMED YOU, THEY ALSO HAVE MY ***** AND TELEPHONE NUMBER. IF THEY SAW THAT I HAVEN'T PAID, THEY COULD HAVE INFORMED ME BY *****. THIS WAS DONE INTENTIONALLY TO CHARGE ME A LOT OF MONEY AS THE *** IS BROKE. MY CREDIT SCORE IS 837 AND THEY WANTED TO SEND ME INTO COLLECTION FOR NO FAULT OF MY OWN.

  THEY ALSO SAY IF I PAY HALF THE AMOUNT BY 11/08/2023, THEY AGREE THAT I PAY HALF. I DID PAY TWICE THAT AMOUNT ON 11/07/23 BECAUSE I AM AFRAID OF THEM AS THEY ARE NEGLIGENT AND MALICIOUS. A LOT OF PEOPLE ARE COMPLAINING ABOUT THEM ON ******** FOR BOGUS CHARGES AND MALICIOUS INTENT AND THEY REFUSE TO GIVE ME BACK THE HALF THEY SAID THEY WOULD, $214.07

  I AM ATTACHING MY CLICKPAY RECEIPTS,. I PAID MY MAINTENANCE INCREASE FOR 10 *****S AS SOON AS I RECEIVED THE ONLY LETTER THEY SENT ON 10/23/2023.

  THEN I PAID HALF OF THE PENALTY OF $428.15 IN 2 PAYMENTS AS THEY WERE NOT CLEAR AT ALL IF I SHOULD PAY JUST HALF, AS THEY TOLD YOU, OR IF I SHOULD PAY THE ENTIRE AMOUNT. THE ***** I RECEIVED FROM ***************************** FROM FIRST RESIDENTIAL IS TOTALLY UNCLEAR ABOUT THE AMOUNT I HAVE TO PAY. I AM A SENIOR AND THEY ARE ABUSING ME AND PLAYING GAMES WITH ME. SO NOW THAT THEY TOLD YOU I HAD TO PAY HALF, THEY MUST REIMBURSE ME THE OTHER HALF, WHICH IS $214. PLEASE ASK THEM TO SEND ME MY MONEY AS I WAS NEVER LATE AND BECAUSE OF THEIR BOGUS INTENTINAL FEES, I DID NOT HAVE ENOUGH MONEY FOR MEDICATION THIS *****.

  IT IS A SHAME HOW THESE PEOPLE ARE ABUSING SENIORS AND I DO NOT KNOW WHERE TO ASK FOR HELP, AS THIS COMPANY AS WELL AS THEIR ON SITE MANAGER REFUSE TO ANSWER MY CALLS AND MY *****S. IF YOU HAVE SPACE, I CAN SEND YOU DOZENS OF ***** THAT I HAVE SENT THEM ASKING QUESTION SUCH AS WHO IS IN CHARGE OF SENDING ME THE MAIL AND I NEVER GOT A RESPONSE. THEY ARE TRYING TO MAKE BELIEVE THAT SOMEHOW MY MAIL GOT LOST, BUT THE GOVERNMENT TAXES ALWAYS CAME RIGHT ON TIME, SO IT'S NOT THE POST OFFICE FAULT.

  PLEASE ASK THESE PEOPLE TO COMMUNICATE WITH ME AS I HAVE NOWHERE TO GO AND ASK QUESTIONS. JUST NOW THEY SENT ME A LETTER THAT MY MAINTENANCE IS GOING UP ANOTHER $115 PER *****. *******, THE ON SITE MANAGER SAID IT WILL BE $18 LESS THAN THAT. I DO NOT KNOW WHERE TO TURN TO FIND JUSTICE. PEOPLE IN THE BUILDING ARE DESPERATE AND EVERYONE IS SELLING JUST TO GET AWAY FROM THESE THIEVES AND ABUSERS. WE HAVE THE HIGHEST *** IN THE ENTIRE *********************** BECAUSE SOMEONE IS STEALING, BUT WE DON'T KNOW WHO.
  

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

  

  Business Response

  Date: 11/21/2023

  ****************** is an owner at Breakwaters of Palm ******************************** (the Association) which is managed by FirstService Residential. FirstService Residential serves as an agent of the Association and takes direction from the communitys board of directors.The property manager has advised that ****************** has now received the (60) day mailing and the (30) mailing, notices of the Annual meeting  (December 13th) and the Budget Meeting just held on November 15th.  Additionally the manager will be sending  out the (14) day notice next week. She has also replied to many other requests for the Governing Documents and ledgers. The **** assessment amount will be communicated by letter as well.
  
  The credit in the amount of $214.06 was made to her account as directed by the board.  There is nothing else that FirstService is able to assist with. 

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20801782
  
  I am rejecting this response because: First Residential did not do their job for almost 2 years and then they made me pay for their negligence because they did not send me my new bills with the $33 increase so they made me pay a fine and late fees that I should not have paid as it was NOT my fault at all that they tampered with my mail.

  Also, they did NOT refund me half of the penalty as they say in the amount of $214.06. I have not received ANYTHING. THEY ARE LYING. Besides, it should be $214.07, not $214.06. I am a senior citizen and these people take advantage of me because I have no way to defend myself and confused me about the late fees, which were $428.15. So they told me to pay half and then they sent another email and told me to pay the entire amount and that is why I paid $214.07 twice. I REQUEST THE ENTIRE AMOUNT TO BE REIMBURSED TO ME. THIS WAS DONE ON PURPOSE. PEOPLE ARE COMPLAINING ABOUT THIS COMPANY AND ARE SAYING THEY DO THIS KIND OF LATE FEES AND PENALTIES TO TAKE PEOPLE'S MONEY. THERE IS A PAGE ON ******** WHERE HUNDREDS OF PEOPLE ARE COMPLAINING ABOUT FIRST RESIDENTIAL TAKING THEIR MONEY.

  BECAUSE I PAID THEM $428.14, I DID NOT HAVE MONEY TO BUY MEDICATION IN NOVEMBER.

  PLEASE BE INFORMED THAT THEY DID NOT GIVE ME BACK ANY MONEY AT ALL. I JUST SPOKE TO MY BANK. THEY CONTINUE TO LIE.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/04/2023

  see attachment

• Initial Complaint

  Date:10/30/2023

  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.

  In the past, when the ********************* changed to First Residential, I had a balance of $75.00 in my account with the association. I contacted First Residential to inquire about the balance, but they informed me that it would take some time for the balance to be updated. However, the balance was never transferred over to the new account. Moreover, in early 2019, the service started and I was informed that I would receive account statements. I received only one statement, which included a late charge. I called and complained about it, but after several exchanges with the company and the association, I decided to pay the entire amount of $980.00 (for 2023). I was told that I wouldn't need to make any payment until next January 2024.However, the other day, I received another statement from First Residential, stating that I owed $168.00, which included a late fee of $30.00. I contacted the First Residential customer **********************, but they were unable to help me and ultimately hung up on me.on 10/30/23, I logged into my account and paid the $168.00 so they did not report me as delinquent to creditors. I paid it in protest hoping the BBB could assist me.

  

  Business Response

  Date: 11/08/2023

   

  **************** is a resident at ********* ******************** (the Association) which is managed by FirstService Residential. As the Associations management partner,FirstService Residential serves as an agent of the Association and takes direction from the communitys board of directors, including for matters involving the collection of monthly assessments. At the time FirstService took over bookkeeping, the account was delinquent and there was no credit. It appears that there is a misunderstanding regarding Mr. ******* account. *************** has intended to pay all assessments at the beginning of each year but has not taken the cable and internet fee into account.  **************** paid the 2021 assessments in full for the year.  After that payment was made, the Association entered into a contract to provide cable and internet to all residents in the community which meant that residents would now be required to pay $57.87 per month for the remainder of the 2021 year once the cable service started for their address in addition to the regular assessments.  Mr. ******* cable and internet service started in September 2021. All residents were notified that these payments were now due. Coupon books were provided to the residents so that they could make the monthly payment. **************** did not make the payments in September or October 2021.  In October 2021, a late fee of $25 was added to his account and a collection notice was issued.  In November 2021, the Association received a payment of $166.00 which covered the amount owed as indicated in the collection notice, but no payment was received for November or December 2021. In December 2021, when **************** made a payment to pay all of the 2022 assessments in full the payment was applied per Florida Statue to the late fees, collection costs, and past due amounts owed, and then applied the current assessments due which left the account with a credit until October 2022, but the account was not paid in full for the year. Once the credit was fully applied and November 2022 assessments were not paid, a notice of late assessment letter was sent to ****************. **************** made a payment in January 2023 with the intention paying the 2023 assessments in full, but the payment was again applied in accordance with Florida Statue which resulted in another credit balance on the account until October 2023 at which time another notice of late assessment was sent to ****************. **************** paid the balance in the letter but still owes $83 for December 2023 which should be paid by December 15 to avoid additional late fee or collection costs. Going forward, to ensure the account is paid in full, **************** should include the cable and internet fee along with assessment payment.  

• Initial Complaint

  Date:10/26/2023

  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.

  I sold a property on 06/26/23. First Service Residential is our HOA management company. Because I pay my HOA fees 1 year in advance, I had a credit at closing from Watersound Origins (First Service Residential) for $1170.00 which was on the estoppel letter provided by First Service Residential. I was assured that First Service Residential would be issuing my $1170.00 immediately. I have reached out to First Service Residential, their property manager, *************************, ***********************, the regional manager, the selling real estate agent, ************** Realty , the closing agent Voxtur many times. Now they are telling me they have to get a release from the buyer to release my $1,170.00. I would appreciate any input you may have to help me remedy this problem and also make you aware of my concerns concerning the viability of First Service Residential HOA management capacity. I look forward to hearing from you asap.

  

  Business Response

  Date: 11/02/2023

   

  ************** is a former resident at ********** ***************** Association.  ************** sold her unit and there was an overpayment of $1170.00. **************** refund was processed and her check was mailed by our payment vendor on October 27th.  It was mailed to the address provided by **************  If by any chance she does not receive the check (it usually takes about 5 days from the date mailed), we ask her to contact FirstService Residential.
  

  Customer Answer

  Date: 11/02/2023

  As of todays date I have not received my refund.  

   

  *********************;

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20786320
  
  I am rejecting this response because:

  As of todays date I have not received my refund. 
  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/13/2023

   FirstService has verified that her refund check was mailed. The accounting manager advised us that it may take up to 14 days to receive the check.  Hopefully she received the check  The check was mailed to:

  3E ***** Properties

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

  ******************** **, 32459.

  We want to make sure that this is the correct address. this was the address that was provided when the refund was requested.

• Initial Complaint

  Date:10/16/2023

  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.

  9/21/2023 I was requested to sign a General Release Form of All Claims by the ********************* *** (First S. R.) in order to receive the repair follow-up from the *** contractor in the laundry room (potential moisture leak inspection from the planter ********** the access hole as my main concern) as well as water damage inspection in my guest bedroom. I refuse to sign the General Release Form of All Claims or anything from the ***, not before the completion of all *****************, exterior or interior. -8/28/2023 Berxx Engineering. (State approved) performed the Milestone Inspection and commented that black water could develop due to the prolonged standing water (more than 48 hours). on the planter bed outside my laundry room. Regrading was also recommended on the planter bed area. -8/22/2023 *************, the Treasurer of the Board, of the Landings, came to visit my unit. I was offered to have the repair follow-up by a contractor in the laundry room. 7/31/2023 Water damage assessment (******, ***************************** Rytxxx Restoration). affirmed that the standing water issue needs to be addressed by the water supply line and the A/C drain lines on the planter bed area.-6/19/2023 T. B. Plumbers ( Supervisor ****** ) found a torn hole near the main water supplies line.7/7/2023 ***** the *** worker, repaired the torn hole. -My guess bedroom:Water damage on the floor was found after the carpet removal in early August, 2023. Berxx. engineer told me that the planter area outside my guest bedroom needs regrading in order to eliminate the potential risk of moisture erosion from the exterior area where the A/C drain lines, irrigation system, &. the gutter located, into the interior area. Also, the Berxx engineer implied that the insulation materials behind the affected drywalls may need to replace due to the excessive moisture from the exterior to the guest bedroom.

  Customer Answer

  Date: 10/17/2023

  9/9/2023
  After a rain storm,   a large amount of standing water sitting along the walkway.   I decided to redirect the water through the trench building.    However I received the first notice of violation on 9/11/2023 from the ****    I backfilled the trenches on 9/21/2023. 
  

  8/30/2023
  After Hurricane ******,   the drywall was detected dampen in the laundry room.   I requested the *** to seal the walkway with black proxy sealer as discussed.    The walkway was sealed with the black sealer Except the area where the main water supply line/ switch located.  
  

  8/15/2023
  I submitted a Peace Payment Request to PCS.ins. ,   the *** insurance representative,  based on the Does Not Exceed Letter & Estimate . from ******************** .  My policy number #. SFLH300xxxxxx
  
  (I contacted PCS again on 9/6/2023 about the peace payment because the regrading on the planter bed was still pending. )
  

  8/9/2023
  **************** W. s. report ( Grand R.  Design,  architect). resonated the standing water issues that could cause other hygiene problems.   He also suggested to regrade  the planter bed outside the main door of my unit .   (Report was emailed to the ***)
  
  10/8/2022
  My neighbor asked me if I have any water damage issues in the laundry area or the kitchen because there was large amount of standing water in the exterior area next to her main door ( & the exterior wall close  to my laundry room.).     I emailed to ****************,   the *** community manager.   No action was taken.   
  

  Customer Answer

  Date: 10/18/2023

  
  

  Customer Answer

  Date: 10/18/2023

  ********* Home Insurance 

  Customer Answer

  Date: 10/18/2023

  *************** s report 

  2023/8/9

  

  Business Response

  Date: 10/19/2023

  *********** (a/k/a) Ka, is a resident of The Landings of ***** *********************** ************* which is managed by FirstService Residential. As the Associations management partner, FirstService Residential serves as an agent of the Association and takes direction from the communitys board of directors,including matters involving repairs. ************ has filed two customer reviews and a complaint regarding her repair issues.  The ****************** of directors authorized repair work that exceeds what is required by the Association with regard to the leak in Ms. ***** laundry room. The Association is still waiting on proposal for the repair of ************ gutter. Prior to the repairs being completed by the Association ************ has been advised that she must execute a release which was prepared by the associations attorney. *********** has not returned the executed release to the Association yet. 

  Customer Answer

  Date: 10/21/2023

  Review:   For general issues in the community,  including my neighbors repair concerns.    My next-doored neighbor /resident told me that her unit has been going through water damages in various areas for years due to the possible structural issues of the building.     This is only one of the cases in the community.       (I thought the first review hadnt gone through the BBB communication system .   So I sent the second modified review.)

  Complaint:  
   1.   My main concern:     A.  Regrading the planter bed,  outside my laundry area and outside my guest bedroom.    Of course not including the concern about the water damages on my balcony/. patio.    (Still waiting for the Milestone Inspection Report regarding the poor to fair condition for the balcony,  exterior wall/. breezeway for more than a month.   Any updates?.).        B.   Moisture leak inspection/. investigation from exterior to interior in my laundry room &. guest bedroom .      C.   Repair/ investigation especially for the water damage in my guest bedroom .  (*** affirmed that the *** worker had repaired a torn hole on 7/7/2023 in the laundry room.)

  2.  Still detecting moisture on the affected drywall in the laundry room when using a moisture detector.    Still showing moisture leak on the floor in the guest bedroom.   (Actually,  **********  ,  the Treasurer of the Board told me that he has the same moisture leak issue in his unit bedroom too.  He told me that he is a constructor.). 
  
  3.    Regarding the repair offer in the laundry room from the Board  of Director:     I havent requested for any authorized repair work that exceeds what is required by the Association, that is to repair the affected baseboards,  and to paint the laundry room, labor only. (***. **,   8/22/2923).     The reason is that the water damage from the torn hole is not only on the affected baseboards but also mainly on the vinyl floor in the laundry room.   
  
  4.    I have been stressing that my main concerns in the laundry room are to ensure there is no moisture leak from exterior into interior.   Also redo the repair for the access hole in the laundry room after proper observation.      (By the way,  I am not sure why the *** worker didnt use the black proxy sealer to seal  the walkway near the area where the main water supply line/ switch located ,   that unsealed area is  closed to where the torn hole was found by T. B.  Plumbers on  6/19/2023.    Would you please clarify?).   

  5.  The *** has already informed me that the Board of the Landings is not obligated to repair or compensate the  damaged/ dampened vinyl floor in the laundry room,  based on the Rules & Regulations,  even the water damages are caused by the negligence of the *** .    (The water damage issues could date back to the time line on Oct 8,  2022 upon the advice from the same next-doored neighbor about the water damage on the affected baseboard in my laundry room.   About the same time,  the former *** worker had used the black sealer to seal all the sidewalks along the planter area outside her main door & the guest bedroom,  Except the adjacent walkway outside my laundry room .).      For my reference,  would the *** please provide me the sections that refer to the responsibility of moisture leak issues or general issues from the Rules & Regulations?   
  
  6.   Please note that the due dates for signing the General Release Form For All Claims was on 10/2/2023 second due,  and 10/9/2023 the final due.    I have already explained the reasons for not signing any document,  before the completion of all *****************,  exterior (regrading the poor landscaping ,  redirecting those standing water from the A/C drain lines and reducing gutter erosion, irrigation, cleaning & clearing trashes, and interior such as structural waterproofing materials,  if any.    Also i noticed that some  brushes on both sides of the planter bed areas (outside my main door)  were trimmed by the ***s contractor (*****) on 10/12/2023.   Would you please clarify if it is part of the regrading?    Any updates for the work orders / contractor schedules for those essential exterior repairs?    
  
  7.   Actually I dont know why I need to sign any document because all I request from the *** is to investigate/ repair the moisture leak issues and to repair the drywall,  that is the same concern from SafeP.,  my home insurance. 7/31/2023.   
  
  8.    I feel like I am a victim and being oppressed by the Ruler and its associates : the Board of the Landings & the ***.      Iconically,   it was the Community Manager who advised me to file a claim to my home insurance on 7/21/2023.    After two months on 9/21/2023,  I was requested to sign the General Release of All Claims by the same management.   (Even the *** or the Board of the Landings are under the protection of the Rules & Regulations for certain interior responsibilities in the unit.).     Would you please clarify if the General Release of All Claims Release is only refer to the completion of the torn hole repair in the laundry room or including all future repairs,  structural or non structural in my unit?      Is it common to sign the Release before the completion of the investigation/ repair?      Would  the management/  associations  attorney waive the due dates for the General Release of All Claims because individual work order / contractor schedules would take years to complete & possible follow up,  depending on the funding reserve or financial status in the community?      

  9.   I/ we, including my neighbors,  have been paying the maintenance fee regularly as well as the special assessment fee.    However,  I/ we havent received the services/ products I/ we deserve in the community.    I dont think anyone would like to take any legal action against the management in case the management would implement all those essential maintenances according to the Milestone Inspection Reports (State approved). on a timely manner.    From a Frustrated homeowner & resident

  Customer Answer

  Date: 10/21/2023

  9013.  Areas not sealed by the black proxy sealer near/ below the main water supply line/ switch 

  9029.   A/C drain lines on the poor landscaped planter bed outside my main door.

  9020    Has been detecting excessive moisture on the drywall in the laundry room.

  9021   Vinyl flooring has been detecting excessive moisture in the laundry room.

  9036   Gutter erosion on the sidewalk concrete (porous) outside my main door 

   

   

   

  Customer Answer

  Date: 10/21/2023

  9021   Vinyl flooring has been detecting excessive moisture in the laundry room.
  9036   Gutter s water erosion on the sidewalk concrete (porous) outside my main door 

  Customer Answer

  Date: 10/21/2023

  9033    A/C drain lines,  gutter,  & the irrigation (including the exterior faucet)  on the old landscaped planter area outside my guest bedroom.  
  

  9031,   ****.   Water damage shown on the floor near the window in my guest bedroom 

  Customer Answer

  Date: 10/21/2023

  8934 ,  8874.  Water damages on the hardboard siding,  the concrete slab,  & the waterproof building felt at the bottom of the balcony/. patio of my unit.    These areas will allow vermin such as mice,  termites into the structure and walls of the building.  ( Mr. ******* report on August 9, 2023.   *********************** on September 23, 2023.).  
  

  9032  Water damages in the utility room on my balcony for years,  prior to my residence.    
  

  8821  Broken gutter that has been causing water damages,   sitting on the roof of the balcony of my upper unit since early August 2023.    That was noticed due to the large amount of rainwater pourin

  Customer Answer

  Date: 10/21/2023

  The remaining pages of Mr. ******* report ,  on August 9,  2023.  
  

  Thank you.

  Customer Answer

  Date: 10/22/2023

  Addition:    Whose responsibility for the repairs of the concrete floor in the unit?  HOA or the unit owner?    Is unit owner allowed to repair the damaged concrete, to add water resistant floor materials/ sealers,  & to add decorative concrete in the unit such as laundry room,  balcony?    
  
  Note:   Milestone Inspection Report/. Observation Update,  Victoria B,  the Board President,  September 29,  2023
  
  8507 ,  refer to 8821,  Broken gutter causing large amount of rainwater pouring down on the sideway of the balcony during the summer rain storm.   Video taken around 7pm on August 3,  2023.   
  

  Customer Answer

  Date: 10/22/2023

  Addition:    Whose responsibility for the repairs of the concrete floor in the unit?  HOA or the unit owner?    Is unit owner allowed to repair the damaged concrete, to add water resistant floor materials/ sealers,  & to add decorative concrete in the unit such as laundry room,  balcony?    
  
  Note:   Milestone Inspection Report/. Observation Update,  Victoria B,  the Board President,  September 29,  2023
  
  8507 ,  refer to 8821,  Broken gutter causing large amount of rainwater pouring down on the sideway of the balcony during the summer rain storm.   Video taken around 7pm on August 3,  2023.   
  

  Customer Answer

  Date: 10/22/2023

  ****   Water dripping down from the top roof to the planter area (outside my next-doored neighbors main door)  that is adjacent to the planter bed outside my main door,  after the overnight autumn rain.  Video taken around 3pm on October 22,  2023.
  
  9040   ******************************* being possibly collected inside the dig hole under three A/C drain lines,  which has been dripping water throughout day & night.   Video taken around 3pm on October 22,  2023

  Customer Answer

  Date: 10/24/2023

  2023/10/24. Suggested Resolution 

  
  The second response from the First Service Residential (Headquarter) hasnt answered/  clarified any repair or maintenance concerns I have for the complaint # ********.       I dont regard as a professional or sincere response at all.     I dont think this business company deserves any stars on the consumer review in case the management does not show any improvement.   
  

  The Association is still waiting on proposal for the repair of ************ gutter
  
  There is no ************ s **************************** gutters should be the property of ********************** ***  in the community.       Each rain gutter may have its issues causing water damages/ erosions towards the buildings or likewise.      I am not sure which gutter the *** refer to!?  Which location?   Please clarify.  
  
  
  The ****************** of directors authorized repair work that exceeds what is required by the Association with regard to the leak in Ms. ***** laundry room.
  
  Please note that I havent ever requested the ****************** of director to authorize any repair work that exceeds what is required by the Association with regard to the leak in my laundry room.   I never requested such repair work as well as accepting any repair offers because such offers are Not appropriate and Not consumer-oriented.    
  
  Prior to the repairs being completed by the Association ************ has been advised that she must execute a release which was prepared by the associations attorney. ************ has not returned the executed release to the Association yet.
  
  I wont sign the General Release Of All Claims Release or anything because I dont fully understand what I am signing.     This is my suggested resolution:    In case your office cancels the Release,  I would waive the Peace Payment Request dated on 8/15/2023 .       Since the Association,  including the Homeowners and the Residents,  are under the protection/ guidance of the Rules and Regulations,  I dont think I will submit any other  Peace Payment Requests to your office.      Please respond accordingly.   

  Customer Answer

  Date: 10/25/2023

   
  Complaint: ********
  
  I am rejecting this response because:

   

  2023/10/24. Suggested Resolution 

  
  The second response from the First Service Residential (Headquarter) hasnt answered/  clarified any repair or maintenance concerns I have for the complaint # ********.       I dont regard as a professional or sincere response at all.     I dont think this business company deserves any stars on the consumer review in case the management does not show any improvement.   
  

  The Association is still waiting on proposal for the repair of ************ gutter
  
  There is no ************ s **************************** gutters should be the property of ********************** ***  in the community.       Each rain gutter may have its issues causing water damages/ erosions towards the buildings or likewise.      I am not sure which gutter the *** refer to!?  Which location?   Please clarify.  
  
  
  The ****************** of directors authorized repair work that exceeds what is required by the Association with regard to the leak in Ms. ***** laundry room.
  
  Please note that I havent ever requested the ****************** of director to authorize any repair work that exceeds what is required by the Association with regard to the leak in my laundry room.   I never requested such repair work as well as accepting any repair offers because such offers are Not appropriate and Not consumer-oriented.    
  
  Prior to the repairs being completed by the Association ************ has been advised that she must execute a release which was prepared by the associations attorney. ************ has not returned the executed release to the Association yet.
  
  I wont sign the General Release Of All Claims Release or anything because I dont fully understand what I am signing.     This is my suggested resolution:    In case your office cancels the Release,  I would waive the Peace Payment Request dated on 8/15/2023 .       Since the Association,  including the Homeowners and the Residents,  are under the protection/ guidance of the Rules and Regulations,  I dont think I will submit any other  Peace Payment Requests to your office.      Please respond accordingly.  
  

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

  

  Business Response

  Date: 10/26/2023

  ************ (a/k/a) Ka, is a resident of The Landings of ***** *********************** ************* which is managed by FirstService Residential. As the Associations management partner,FirstService Residential serves as an agent of the Association and takes direction from the communitys board of directors, including matters involving repairs. ************ did not accept FirstServices last response so we contacted the Regional Director who oversees this property for FirstService. It is important to keep in mind that this is a matter between ************ and the ***** of ********* and they make the decisions. Nevertheless, this is the most current response outlining the *****s response and decisions:

  
  On her complaints./requests:
  Foundation/Landscaping (Grading issue) Postponed until further direction is given by the Milestone Engineer.
  Gutter issue (Broken downspout) Mgmt. gathered the attached proposal from ********************** to repair the downspout at a cost of $3,449.74. (See attached and below for reference)
  401 Gutter Ext. - $3,449.74
  
  ********* has elected to not proceed with this proposal (too costly). I reached out to a couple of other gutter specialists and I am currently waiting to hear back from them with their proposals for their ***** review. The resident needs to remain off her patio until further notice, as per the direction of the Milestone Engineer (ALL Residents) must remain off the balcony/patio/lanais until further notice and direction from the engineer.

  Drywall patch from Leak (laundry ****** ********* was willing to proceed with repairs to the drywall plus go above and beyond with added extras like (paint/replace trim), but due to her lack of response on the release form, we cannot and will not proceed until she signs off on the Release form.

  Peace Payments request Resident wants reimbursement, when she states this. ********* will not reimburse her, as they were willing to paint and replace trim to go above and beyond the required repairs for her drywall, but she hasnt signed the release. That agreement is now off the table, as she was given a deadline to respond to her multiple requests. As far as this matter goes, due to her own lack of response, we will only complete the drywall once the release form is signed.
  

  
  

  Customer Answer

  Date: 10/30/2023

   
  Complaint: ********
  
  I am rejecting this response because:

   

  Complaint: ********
  
  I am rejecting this response because:

   

  2023/10/24. Suggested Resolution 

  
  The second response from the First Service Residential (Headquarter) hasnt answered/  clarified any repair or maintenance concerns I have for the complaint # ********.       I dont regard as a professional or sincere response at all.     I dont think this business company deserves any stars on the consumer review in case the management does not show any improvement.   
  

  The Association is still waiting on proposal for the repair of ************ gutter
  
  There is no ************ s **************************** gutters should be the property of ********************** ***  in the community.       Each rain gutter may have its issues causing water damages/ erosions towards the buildings or likewise.      I am not sure which gutter the *** refer to!?  Which location?   Please clarify.  
  
  
  The ****************** of directors authorized repair work that exceeds what is required by the Association with regard to the leak in Ms. ***** laundry room.
  
  Please note that I havent ever requested the ****************** of director to authorize any repair work that exceeds what is required by the Association with regard to the leak in my laundry room.   I never requested such repair work as well as accepting any repair offers because such offers are Not appropriate and Not consumer-oriented.    
  
  Prior to the repairs being completed by the Association ************ has been advised that she must execute a release which was prepared by the associations attorney. ************ has not returned the executed release to the Association yet.
  
  I wont sign the General Release Of All Claims Release or anything because I dont fully understand what I am signing.     This is my suggested resolution:    In case your office cancels the Release,  I would waive the Peace Payment Request dated on 8/15/2023 .       Since the Association,  including the Homeowners and the Residents,  are under the protection/ guidance of the Rules and Regulations,  I dont think I will submit any other  Peace Payment Requests to your office.      Please respond accordingly.  
  

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

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

  Customer Answer

  Date: 10/30/2023

  
  Regarding the General Release Of All Claims (the Release),  I have been seeking professional advice for signing it or not.  
  
  
  Meanwhile, would your offices clarify my concerns about the Release as follows?  
  A.    In case I / legal representatives could not sign the Release,   does it mean that your offices  (or the Landings) wont provide any maintenance/ repair services/  products for the drywalls or likewise in my unit regardless of the location from now onwards?       
  B.  In case I/ legal representatives could sign the Release,   is this Release served as a lifelong agreement that I / my representatives would not be eligible to submit any claims through my home insurance to your offices ( or the Landings) at all cases?      
  C.  Does your offices apply the Release Request to me / my representatives only (as an expressive homeowner & resident ),  or to other homeowners as well?        
  Please clarify my Release s concerns accordingly.   
  
  
  On the other hand,  would your office please clarify the reason I need to sign the same Release prior to the leak investigation in my guest bedroom?    To my knowledge,  there are at least two units encountering the same/ similar leak issues in the bedroom probably due to the poor landscaping including A/C drain lines,  gutters,  or other issues on the planter areas.     Any maintenance updates about this area?  
  
  
  Thank you for your clarification and update about the broken/ downspout gutter on the balcony roof that has been negatively impacting three units in different  ways.   Please keep us (my unit,  my upper unit, &. the unit where the downspout gutter lying paralleled to its drywall,   see picture ****, ****). updated if possible.   
  
  
  As far as this matter goes, due to her own lack of response, we will only complete the drywall once the release form is signed.
  
  
  I hope your offices will read through carefully all the contents in this complaint  #******** and respond my concerns accordingly.     As your offices mention that I have been lacking of response,    have your offices yet responded to my concern regarding the A/C drain lines that causing 7/24 standing water issue on the poor landscaping on the planter bed outside my front door?   (see picture 9029).       Also does your offices respond to my concern regarding the missing black proxy sealer on the sidewalk below the main water supply line where the previous torn hole was found near it.  (see picture 9013).       The grading issue that needs to be further directed by the ******************* shouldnt be the excuse for not responding to my questions or ignoring to resolve the said issues on a timely manner.      Would your offices please provide me with any updates about the said issues :  1.   Grading.  2. A/C drain line.  3.   Missing part of the black proxy sealer on the sidewalk?   
  
  
  Drywall patch from Leak (laundry ****** ********* was willing to proceed with repairs to the drywall plus go above and beyond with added extras like (paint/replace trim),
  
  
  I hope your offices,  as the business agency to the Landings of xxxxxx  ( the Landings),   understand the reason that your repair offer is Not appropriate and Not consumer-oriented.    Please note that the affected drywall starts being detected excessive moisture after the rain storm (that was also after the sealing of the black proxy sealer along most of the sidewalk and after the repair of the torn hole ).      When the affected drywall has been dampened,   should your offices still proceed with repairs to the drywall as follows  1.  redo the access hole. 2. replace/ trim  the affected baseboard, 3. paint on the damped drywall ?     Would your offices please clarify about the repair of the drywall in my laundry room like replacing the damped drywall?   
  
  
  To my understanding,  the damped vinyl floor should be replaced prior to the baseboard.    Thats one of the reasons I prefer my worker to do the repairs, except the affected drywall,  in my laundry room.    Meanwhile,  I may install waterproofing materials on the ground/. floor prior to the concrete replacement and  decorative concrete installation in the laundry room,  as well as the pantry room next to it.     To my knowledge,  peace payment is a courtesy payment to the consumer who experiences the loss at the fault of other parties.    I wont take  the peace payment for granted, if any.  
  
  
  By the way,  I dont think I will take any legal action for these complaint matters  because it may further delay those relevant or *********************/ repairs needed for my unit and also my neighbor units.     
  
  
  Last but not least,   would you please provide me any update regarding the remaining damage that has been caused by the roofer since February 2023?      I was informed by the Community Manager that it is still going through the legal action through the Landings.   Therefore there is not any repair to be implemented  on the affected walkways by the management in the community.    
  
  Feeling being oppressed,
  
  ***********;

• Initial Complaint

  Date:08/31/2023

  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.

  I received a notice of late assessment in the mail on 8/24/23 from first service residential, stating that my property has incurred $91.42 worth of late fees due for late payments for the months of July and August 2023. I am being told I have ********************************************************** action taken against my property. I have Called first service residential multiple times and was given no explanation as to the late payments. I have been paying my monthly association payments to first service residential through click pay on the ***** of each month which covers the payment that is due for the upcoming month. I pay early. I have been paying on the same day each month all the way back to August of 2017 (which is the farthest I can go on the click pay website). If I have been paying on the same day each month for the past 6 yrs, why are my payments now being considered late? If my payments have been late for 6 yrs, why am I just now being told this? When I make my payment on the website, nothing indicates that my payment is late. There has never been any late fee added when I make my monthly payment. First service residential told me to email ************************************* regarding this, which I did on Friday, August 25, 2023 and I have received no response. I included *************************** in the email, who is the property manager of my association, and she told me my payments are due between the 1st and 10th of the month and if paying on the 25th, they will incur a late fee. I was told prior management for years did not access late fees. Again, I explained that my payment that I make on the 25th is for the upcoming payment that is due on the 1st of the month. I explained I have been paying this way for 16 yrs that I have lived in this neighborhood. I have never ran into any issues. I have always made my payments every month for 16 yrs, I have never missed a payment. She no longer responds to my emails.

  

  Business Response

  Date: 09/07/2023

  ************** is a resident of ***************** at Monarch **************************** (the Association) which is managed by FirstService Residential. As the Associations management partner, FirstService Residential serves as an agent of the Association and takes direction from the communitys board of directors,including for matters involving the collection of monthly assessments. ************* has spoken to the property manager who explained the reason for the late fees and payment discrepancies. The Association agreed to waive the late fees and other charges as a courtesy and ************** agreed to make assessment payments earlier in the month so payments are timely received.
  

  Customer Answer

  Date: 09/07/2023

   
  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

  Date:08/25/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  FirstService is the management company for ************* condominium in ***************** **. I opted out of their auto draft payments for my quarterly dues because they double billed me. Although I opted out they ran an ACH electronic payment through my bank so in March 2023 I had my bank stop all ACH electronic withdrawals from Ocean Village POA. They continued and my bank reversed the payment and they carved me fees for it. I have verbally told them stop these electronic withdrawals as well as sent ***** an email. I sent a check for my quarterly dues in August and they again ran my check through ACH and charge me fees for my bank return. I have never been late or had any problems in seven years until FirstService took over. I just want to make my payment! I need to know how I make a payment without them sending through ACH and I feel they owe me a refund for the bank return fees.I called the office again and spoke with the manager at Ocean Village about how to send a payment and the return fees, she said she would call be back but she didnt. I need this resolved. It is taking up an exuberant amount of my time and it is a constant nuisance for them to keep trying to make electronic withdrawals from my bank .Thank you

  

  Business Response

  Date: 08/29/2023

  ************** is a resident at Ocean Village *************************** (the Association) which is managed by FirstService Residential. As the Associations management partner, FirstService Residential serves as an agent of the Association and takes direction from the communitys board of directors, including for matters involving the collection of monthly assessments. When ************** signed up for ClickPay emails which explained the ClickPay procedures were sent to her. ************* discontinued automatic payments with ClickPay in April 2023 and paid her assessments via paper check in *** and June 2023 which were processed electronically by FirstService. ************** disputed both payments with her bank and therefore incurred bank fees. The Associations policy is not to refund fees for disputed charges. The ***** ************** refers to does not work for FirstService, she is an employee of another management company.
  

• Initial Complaint

  Date:08/01/2023

  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.

  On June 22nd my tenant at ******************* reported a water intrusion Leak in the ceiling of the garage. After several emails, phone calls and visits to First Residential Services the issue has not been resolved nor have they made any responsible efforts to resolve the issue. The timelines of the emails and correspondence are on the attachment I have uploaded. As an HOA Management Company representing ownership and association they have failed in their duties and responsibilities for the repairs, and they have failed to respond back with any updates or action plans..

  

  Business Response

  Date: 08/09/2023

  Mr. ******* is a resident at Enclave at ********* ********************* (the Association)which is managed by FirstService Residential. As the Associations management partner, FirstService Residential serves as an agent of the Association and takes direction from the communitys board of directors. The Association has been working to resolve the leak issue for some time and has kept residents apprised of the progress.  A roofing vendor has inspected the roof on two occasions but has been unable to identify the source of the leak. Another roofing vendor is inspecting the roof today and if able to remedy the leak, will provide an estimate for the Association to review and approve and schedule repairs. 

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20407043
  
  I am rejecting this response because:

  It is true that they did send a roofing contractor to inspect the damage and that the contractor did confirm that the damage was a direct result of the shoddy workmanship of the contractors who replaced the soffit a few months ago, thier work bordering on ineptitude. First Residential is awaiting word from the *** Board to repair the damages which conceptually is the right thing.

  However, what I am not in agreement with is that a roofer was not sent out twice to inspect the damages, but once. If there was a second time than I was not notified nor am I aware, nor is my tenant. Secondly, I have not heard back from First Residential Services or the *** Board. contrary to the statement that, "The Association....has kept residents apprised of the progress."  In fact, I cannot recall a single instance where I was apprised of any progress without me initiating the email to get an update.

  In addition, I have asked on several occasions to be provided with the names and contact of the *** Board and have thus far received no information. I believe it is my legal right that this information be provided.

  Until I receive the following information: that the repair is scheduled with a start and completion date which includes both the repairs to the outside of the building on the balcony and the repair of the ceiling in the garage, and that the work has been completed to my satisfaction, I will not be satisfied with their response.

   

  
  Sincerely,
  
  Menze Heroian

  

  Business Response

  Date: 08/29/2023

  BBB Complaint #********
  
  ****************** is a resident at Enclave at ********* ********************* (the Association)which is managed by FirstService Residential. As the Associations management partner, FirstService Residential serves as an agent of the Association and takes direction from the communitys board of directors.  The manager has been in touch with ****************** and he has been advised that the repairs have been scheduled for September 6th at 9:00am.

  

  Business Response

  Date: 08/30/2023

  ****************** is a resident at Enclave at ********* ********************* (the Association) which is managed by FirstService Residential. As the Associations management partner, FirstService Residential serves as an agent of the Association and takes direction from the communitys board of directors.  The manager has been in touch with ****************** and he has been advised that the repairs have been scheduled for September 6th at 9:00am.

  Customer Answer

  Date: 09/01/2023

   

            I did receive a message from the *** Manager, *********************, that the repairs would take place on September 6, for which I am very grateful. I also sent him an email a couple of days ago to confirm that the scope of work, the repairs, include the ceiling in the garage which was damaged as a result of the shoddy workmanship by the contractors who worked on the balcony with the initial repairs a few months ago.   I do not feel that I should pay out that expense out of pocket when it is obvious that the accountability herein lies on the damage caused by that initial repair.

  In addition. I received an email from **** several weeks ago wherein he confirmed that the repairs would include the ceiling in the garage. I am hoping that the *** does the right thing in this situation and completes "all: of the damage which was caused directly by a vendor which they contracted to do the work which caused all of the damage. Until I receive confirmation that the repairs include the balcony as well as the ceiling in the garage, I will leave this complaint open as anything less than that is unacceptable.   

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20407043
  
  I am rejecting this response because:

  
  
  Sincerely,
  
  Menze Heroian

• Initial Complaint

  Date:07/06/2023

  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.

  On the month of July 06, 2023 i received a letter of payment or bill with the amount of $179.00. mind you the companys fees are $71.13. how is it possible that the company just jacked the price up over 200% in one month, that is outrageous. Not long ago i paid an enormous bill with this company over One thousand dollars charged for not paying during *****, which i believe was for 6 months that my wife and i were out from work because of the pandemic that the country was facing. do the math $73.13 times 6 months is equivalent to $438.78. plus they added a demand collection of $36.00 per month which is equivalent to $216.00 on collection fees, in addition to that theres also a late fee charge of $25.00 per month and its equivalent to $150.00 and an interest charge of $ **** per month which is equivalent to $6.42. If we add all together is a whopping $811.20. if that would only be the case, i was expected to pay all of these during ***** pandemic. i was without a job. As i returned to work i kept on paying what i could. $200 one month, another $200. dollars another month, but the fees would never stop and that rate i would never be able to pay. I had to get a personal loan. so what ever i paid for this association was more money that i would pay on a credit card owing more than $8000. i believe that this illegal practices that this company is doing to the consumer and community should be stopped and the company regulated by the ***************** so they cannot abuse of the consumer.As a satisfactory measures I would recommend that this company would be examined and investigated to the full extent of the law. Make the stop the abuse of the consumers, $25 or $36 for late fees are just outrageous. Retroactive payments on my account are required, this company didnt even honored the ***** pandemic we had in our hands. I am sure the law was broken while doing this illegal practices to all clients. reinstate my service to my home which i have not gotten in months.

  

  Business Response

  Date: 07/26/2023

   

  
  ****************** is a resident of Trellis at ******************************** **** (the Association).FirstService Residential is the community association manager for the Association. As the Associations management partner, FirstService Residential serves as an agent of the Association and acts at the direction of the board of directors. All Covid related policies and collection policies are made by the board of directors in accordance with the Associations governing documents,not by FirstService.  ****************** filed a similar complaint with the Florida ********** of ************ and Consumer Services (FDACS) which is being handled by FirstServices General Counsel. Since the issues in the BBB complaint are now part a of the administrative complaint filed with state, FirstService will provide a response to ****************** through the administrative process.
  

• Initial Complaint

  Date:06/21/2023

  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.

  I moved in to my 3rd floor condo ( top floor) at Century Village ********** on 12/16/23. I did some upgrades and found the home and building to be peaceful and neighborly.Unfortunately I immediately noticed large black slow moving flies appearing at 7 pm every evening. After much detecting and pest control services they were found to be cluster flies coming out of the building vents ( airconditioner). My neighbors all have wall units therefore dont have the issue.I contacted First Service and our community director beginning in February, sent them a letter from my pest control service. By May they sent a maintenance man out but nothing ever came from it.In the beginning of June their pest service knocked on my door ( no warning), came in saw the bugs and confirmed the issue again, but found the main entrance to the attic ( in our laundry room) was locked?I called and emailed First Services *********, but again was ignored.She did call and say she was sending another maintenance man, but no further mention of pest control. Last night, while eating dinner, I had a swarm of flies come through the ********** into me and my food! I cannot afford to move, I have spent $100s on various bug repellents, and I feel like Im losing my mind when these flies come out!

  

  Business Response

  Date: 06/27/2023

   

  ****************** is a resident at ********************* ************ **** (the Association) which is managed by FirstService Residential. As the Associations management partner, FirstService Residential serves as an agent of the Association and takes direction from the communitys board of directors.  Maintenance staff went to Ms. ******** unit again on June 26, 2023 in an effort to identify where the flies might be coming from.  The A/C access handler opening as well as the two attic access points were found to be clean and sealed. The windows and the patio area were also checked, and no flies were found. The maintenance staff asked ****************** to take a video the next time she sees the flies in her unit, but she declined to do that saying that she was too scared.  *************** is going to have the pest control company check her attic space and bait the area, but ****************** has to provide access to her A/C handler and attic which may require her to hire someone to open the sealed areas.
  
  

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20217012
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/09/2023

  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.

  On 3/15 I had a payment returned.Our management company changed bank providers and I mistakenly set my payments with an account that was no longer active.I got a notification, logged into my account, fixed the problem right away and resubmitted the payment on 3/18.Then I got a letter my mail informing me that a $30 fee was deducted from my account, for a check being returned.It is a small amount but I am disputing it because it is being incorrectly charged, And oddly enough, such deduction doesn't even show on my statement. Here are my reason for disputing it and asking for a refund: 1) I never sent a check. It was an ACH transaction. And 2) my payment wasn't even due. It is due on an annual basis but I like to pre-pay it every month. And 3) I sent several e-mails and never got a response. It is just wrong.Acc# GTPJ-****-2336-01

  

  Business Response

  Date: 06/21/2023

  
  ************** is a resident of *************************************, **** (the Association).FirstService Residential is the community association manager for the Association. As the Associations management partner, FirstService Residential serves as an agent of the Association and acts at the direction of the board of directors. ************** account has been reviewed and a $30 credit will be issued.