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.

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  FirstService Residential Florida, Inc.

  1601 SW 80th Terrace Fort Lauderdale, FL 33324

  
• 

  FirstService Residential Florida, Inc.

  3055 Cardinal Dr STE 200 Vero Beach, FL 32963-4921

  
• 

  FirstService Residential

  2870 Scherer Dr N Ste 100 Saint Petersburg, FL 33716-1002

  
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  FirstService Residential Florida, Inc.

  12794 Forest Hill Blvd STE 31 Wellington, FL 33414-4758

  
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  FirstService Residential Jacksonville

  6620 Southpoint Dr S Ste 610 Jacksonville, FL 32216-0912

  

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:06/05/2023

  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 been trying to get in contact with APV which is managed by FirstService Residential since December 2022 regarding my account and the new bulk cable add-on to the assessment on my EMPTY LOT. I have relocated twice in the last two years and had issues receiving correspondence. This opened the door for APV and FSR to block online payments. When calling, I've only ever gotten a prerecorded message on a loop and then voicemail. Finally, on May 10th, I was able to get in contact with the *********************** office assistant, who told me my account was in collections. After contacting the attorney, I'm told my account was actually sent back to APV in April 18th (before I was even able to reach a human). Well of course I've been trying yet again via phone calls and emails to get in contact with someone, to no avail. This appears to be a scam/tactic ran to steal people's property from under them by forcing them into foreclosure, liens and charge exorbitant fees to their residents. I would like to settle this account, a phone call regarding next steps as well as via mail or email as I would like all correspondence now to be in writing.

  

  Business Response

  Date: 06/08/2023

  ***************************** owns a lot at the ********************************* (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 collects assessments at the direction of the board of directors.  The cable fees and late fees that were reflected on Ms.********* account have been reversed and ******************** has been advised of same. 

• Initial Complaint

  Date:06/02/2023

  Type:Billing 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.

  Back in January, the management of Sweetwater never called in the amounts of the 2 *** accounts that I had to pay for monthly. So therefore, the company that processes the *** automatically, they are called ClickPay, could not process one of my *** accounts. I was notified in May for the first time that there was a problem. On May 9th, the day I was notified, I brought down to the front desk the amount that FirstService wants to bring me to a zero balance on that account.In the meantime, I was charged a late fee in April, which was waived and a late fee in May.ClickPay sent me an e-mail stating that FirstService should waive the late fee because of the mistake that they made.I am asking FirstService to waive the late fee in May since it was due to their error.*********************** and ********************* are having trouble addressing this issue in a timely manner,I have other events contingent on bringing my balance to zero. The problem needs to be fixed now.

  

  Business Response

  Date: 06/08/2023

  ************** is a resident of The Tides Condominium at ********************** (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 implementing community standards as directed by the ****************** of directors. This complaint was filed while our accounting department was reviewing Mr. ****** account.  The $62.50 in lates fees have been removed because they were assessed incorrectly due to a timing issue. ************** may want to set his assessment payments on auto-pay to avoid late fees in the future. Both of Mr. ****** accounts currently have a zero balance.

  Customer Answer

  Date: 06/14/2023

   
  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.

  There was not a timing issue as indicated by FirstService.  ClickPay informed me that there was a mistake made by management in regards

  to not sending necessary info to ClickPay to start my Auto payments back in January.  I just want to get the record straight.

  I do accept the waive in late fees if it does not hurt my ******* credit.

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

• Initial Complaint

  Date:05/09/2023

  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 own a small residential vacant lot at *********************************************************. I have been charged for cable and other incorrect charges which should not have been included in my HOA fees. I have owned this lot for over 10 years and have always paid my dues. I have tried to reach the association more then a dozen times this year and everytime someone on the other end promises to get this fixed and send me a new bill but it has yet to happen. every month I pay my correct *************** minus the late fees they are charging for the incorrect charges that remain on the invoice. Recently the association has sent me to collections! I have contacted the paralegal ******************************* from *************************, PLLC who seem to be equally ignorant to my request. How is that, everytime I called the association, the customer ********************** rep confirmed that the association credited some wrong charges but not all and thats why the late fees continue to roll over but this Paralegal cant seem to figure that out. I have been giving till May 19th to clear the fees or face added collection charges and a ding on my credit rating. I just want to pay what I owe and continue owning my asset. I do not wish to hire an attorney to resolve this matter as I will have to pay those legal fees. This is something that can be easily be addressed in less hen 5 mins provided someone looks into my account and actually calls me back! Perhaps wishful thinking but I hope someone reads this and actually addresses my concern.

  

  Business Response

  Date: 05/18/2023

  .***************************** owns a lot at the ********************************* (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 collects assessments at the direction of the board of directors.  The cable fees and late fees that were reflected on Mr.********** account were reversed as soon as he notified the Association that he owned a vacant lot, not a house.  However, the account still had an outstanding balance. In April 2022 and May 2022 ********************** was sent notices letting him know the outstanding amounts due. When payment was not received his account was sent to the Associations attorney for collection and he needs to contact the attorney to discuss this debt.

• Initial Complaint

  Date:04/20/2023

  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 own two condos at Gulf Island Condominiums, *********************************************. These condos are managed by FirstService Residential . My complaint is regarding the management or the handling by FirstService Residental. . FirstService Residential has assessed my properties without notifying me properly of the correct amounts due. The money applied to the accounts for the assessments was either incorrect or applied to the wrong condo account, resulting in me paying more than was actually due & causing me to pay excessive late fees that were not entirely due.When questioned about this, they could never tell me exactly what occurred. I was finally able to speak to someone after numerous phone calls who explained that they mixed up the assessments on the two condos.Because of their inability to correctly determine the problem , they have held onto over $11,000 of my money for 6 weeks While some of this has been returned, they cant explain to me why they took $1738.58 out of my overpayment. At one point they actually took ********* out of my account without my authorization resulting in NSF charges. I have attempted to resolve this situation since 12/29/2022. My feelings is the problems have not been resolved either due to ineptitude or mismanagement of funds. Im not certain which it is but neither is acceptable.This particular situation certainly gives the appearance of impropriety. I would appreciate your addressing this complaint at your earliest convenience. Thank you.

  

  Business Response

  Date: 05/02/2023

  Ms. ************ or her limited liability company, is the owner of two units at Gulf Island ******************************* of ************** **** (the Association) which is managed by FirstService Residential. As the Associations management partner,FirstService Residential handles the bookkeeping for the Association and collects regular and special assessments from unit owners on its behalf. In addition to filing this complaint, ************************ sent a certified letter to FirstService Residential which set forth her concerns regarding the assessments due for her two units.  FirstService Residentials Director of Financial Reporting reviewed  both accounts and sent a detailed letter of explanation (by ** Mail and email) to *************************Once ************************ has reviewed the letter she is able to reach out to the Director to discuss. 

• Initial Complaint

  Date:03/15/2023

  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.

  Conduits are missing for our units. We contacted ******************************* and ********* .Most of the times they ignore our emails and calls. ************ master management team avoiding to fix the problem. We need this problem to be taken care of so we can have internet service finally

  

  Business Response

  Date: 03/30/2023

  ************** is a resident of *********** ************************ **** (the Association)  as well as owns a commercial space in *********** Master, (Gran Paraiso Condominium, Commercial space 8). All of which are 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. ************** owns commercial space in *********** Master that he purchased from a third- party seller. He does not indicate that this is the property that he has an issue about. We checked with the Regional Director who oversees this property and he advised that he has met with ************** on at least three occasions to discuss this matter. The ****************** is not responsible for the wire technology,nor was the developer during the buildout of the space.  We recommend that ************** address the matter with the seller of the commercial space.
  

• Initial Complaint

  Date:02/09/2023

  Type:Order 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.

  My wife and I own the unit in Century Village Condo (**** ************ Apt V305, **************, ** 33027).Our tenants just moved out and we put the unit for rent again. My real estate agent and contractor (hired to refresh the unit) separately informed me that there is an active leak coming from the unit above (V405). I called FirstService Residential (Management Company) multiple times and asked them to go there and examine the situation and fix that *********. As I mentioned already, the leak comes form the unit above and therefore the owner of the unit/management company are responsible. I call every day now for more than week, I get only promises, various promises: "someone will call you back", "the technician is on his way there", " residential manager will go there now". Nothing from the list above has ever happened. The leak is still alive.

  

  Business Response

  Date: 02/23/2023

  ******************** is an owner at Century Village of **************, Cambridge I (the Association) which is managed by FirstService Residential. ********************, who does not reside in the unit, was informed by someone working in the unit that there was an active leak. The property manager and the maintenance team entered to Mr. ********* unit as well as the one above to inspect. No active leak or dampness in the ceiling was located and flushing the toilet and running the shower did not indicate water leakage. The property manager spoke to ******************** before and after the inspection and ******************** informed the manager that he was satisfied.  
  

• Initial Complaint

  Date:01/11/2023

  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'm writing this letter in response to a notice of late assessment I received on 2 occasions by FirstService Residential (FAI) of *****, **. FirstService Residential (***) is provide homeowner services for my property in *****, **. My monthly payments were properly sent to the recommended address for years without issue. *** received the monthly payments at the requested address but the payments were not applied to my account. As a result, *** is trying to charge my account excessive fees since July 2022. I sent a check #**** that was dated 07/12/2022 to *** for the service management for my property. The property name is *******************************. The amount of the check was for $982.16. The amount of the monthly check sent on 6/24/2022 was for $528.06. This brings the total amount of payments not credited to my account to $1,510.22. I spoke to the *** Office Manager ********************************* on many occasions via email to properly resolve the issue to no *****. I called ********************************* on multiple occasions and left voicemails but my calls were never returned. *** is attempting to charge me for more than $500 in erroneous late fees for payments that arrived timely. Please assist in helping resolve this case successfully. I have attached copies of the checks, and a snapshot copy of the ******************* service ledger payment for 6/24/2022 and 7/26/2022. Thank you.

  

  Business Response

  Date: 01/19/2023

  ************** is a resident 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.  *************** changed its policy regarding assessment payments in July 2022 and all payments now have be sent to a PO Box address instead of being mailed to the on-site office as ************** was doing. This change has been communicated to ************** several times.  Prior to May 2022 the Association was not charging late fees to unit owners who paid their assessments after the due date, however, as of May of 2022, the Association began charging late fees to unit owner accounts for late assessment fee payments. Check #**** in the amount of $982.16,for the July 2022 payment, was not received by the on-site office or through the **** Box. However, another check was received  by the onsite office in August 2022 that was mailed to the ****Box by on-site management and posted to ************** account on 08/16/22. On-site management reached out to ************** after this complaint was received and re-explained what happened with the July 2022 payment and explained how ************** could request that the Association remove late fees from his account. ************** advised that he was told that all late fees would be removed from his account. On-site management did not have confirmation of that and asked ************** send the email confirming the Associations approval. As of now FirstService has not received a reply to that request.  In general, the Association does not review late fee removals until the unit owner has a zero balance on the account. If the Association agrees to remove late fees the owner is issued a credit on the account.FirstService will continue trying to assist ************** with his account issues but he must follow the Associations payment and late fee policies.  

• Initial Complaint

  Date:12/28/2022

  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.

  In Oct/2022 I was advised for the first time that I was being charged late fees generated over a year before i.e. from 8/2021 by way of a letter from FirstService Residential (hereinafter FSR) and my ************ I was never informed by FSR that any of my payments were late or that FSR warehouses purported late payments so as to wrongfully extract late fees. I immediately communicated by way of letter and requested proof of the debt by way of the **** stamped envelopes they received allegedly indicating that the payments were in fact late. Despite my request for proof of the debt, my letter was ignored. The following month, FSR again billed me without providing proof of the debt. Being threatened with collection against my property unless I pay, and caring for elderly grandparents, I had no choice but to comply with their threat and pay the disputed amount under coercion. I again wrote to the condo association and FSR requesting proof of the debt and was ignored. Despite the fact that payments are submitted timely FSR applies such payments whenever they deem fit and then charge late fees well over a year later. Requests for proof of debt payments to FSR should be complied with. It is uncontroverted that purported late payments were warehoused by FSR so as to wrongfully charge late fees well over a year later. It is also uncontroverted that FSR did fail and neglect to respond to requests for proof of the debt. It is also uncontroverted that FSR did wrongfully and without just cause fail to respond to written inquiries regarding unjustified late payment fees so as to obtain monies not due and weaponizing the collection process. I ask the BBB to please investigate this matter so as to shine a light on these improper procedures and prevent such misconduct from occurring to other consumers. This type of misconduct by FSR is wrong. I know that FSR will not treat your request for information with the same disdain as they have treated my proper and lawful request.

  

  Business Response

  Date: 01/20/2023

  ************** 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 takes direction from the communitys board of directors.  ************** complaint regarding the interest and fees that were accrued on his account has been reviewed by the property manager and regional director. The have decided to credit ************** account for these fees and the paperwork for the approval needed is in process by *****************. His account will be update and a credit of $19.50 will appear on the account. 

• Initial Complaint

  Date:12/05/2022

  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.

  Moved into my home in 2019 and have requested property management company since 2019! to either repaint my front door or provide me the paint # so I can go purchase the paint. I've contacted First residential since they took over the beginning of this year on multiple occasions to no avail.They are non communicative, never respond to service inquires or do their job!!!

  

  Business Response

  Date: 12/07/2022

  **************** is a resident of *************** I ************************ **** (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.  We apologize for the frustration **************** has had regarding the painting of her front door. Unfortunately, painting company hired by the Association is no longer providing services and did not provide the paint colors. Maintenance obtained a paint sample from the building so the color could be matched. The correct paint will be delivered to ****************** door. The community manager will notify **************** that this is taking place.
  

  Customer Answer

  Date: 12/07/2022

   
  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:12/04/2022

  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 have had flooding damage from July 2021, November 2021, March 2022, and November 2022 as well as the emails I sent to the property management companies advising them of what was going on in my home with no response. A short cap of events:July 2021: Water backed up in my master bathroom sink with suds and to get a response I had to go over to the office to have facilities come back to my home. The issue was "resolved" by them snaking out the sink.November 2021: Water was seen backing up in the sink to the point the pressure became too much and caused the garbage disposal pipe to detach. I was cleaning water up every 3-4 hours and when I came in from work in the mornings I would find a river in my kitchen. I repeatedly called the office and they never answered which prompted me again to go over to the office to get the issue addressed. The "resolution" to that issue was them snaking the pipes from the roof. March 2022: Water leaked out of my a/c unit with a fragrance smell and suds as I was walking into my home from the gym. The water flowed out and over the water heater and extended itself to the two other closets connected. I called the office and they did not answer. I had to go over to the office for them to get them to come over. The gentleman came, took a look, and said he will be back. Two days later, he did not come back and when I went to lay down for work I could hear water in the walls. When I went to the bathroom I saw a small amount of water on the floor coming from the corner in which I heard the noise from. No one would take my calls and I had to again go to the office to have them come back to my home. I laid down for work and when I got up in the afternoon I found my bathroom flooded with the brown water. I saw them in the parking lot and had them come to my unit once again. Facilities called over the plumbing company they have on-call and they "resolved" the issue. November 2022 was a repeat and no remediation was done.

  

  Business Response

  Date: 12/15/2022

  ************ is a resident of the ****************** ************************ **** (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.  We apologize for the frustration Ms. ********** has had regarding the leak repair in her condominium. The on-site community association manager  is working directly with *********** and another inspection has been scheduled for the end of this week to try to identify the source of the leak and determine who is responsible for the repair. We suggest that ************ continue to work with ******************* to resolve.

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18521345
  
  I am rejecting this response because:
  The response is written in language depicting as if they have attempted to inspect and figure out where the leak was coming from willingly is false. Each incident that happened under their management they were notified and slow to respond. They would come out and act as if nothing was going on until all of a sudden water was everywhere. I had to repeatedly go to the office just to get them to come back to address the water pouring into my home. The most recent incident a maintenance technician did come to my home on November 23, 2022  in which the technician stated he would come back and cut the ceiling but never did. I had to email twice to get a response from the property manager. The original date that was set to come and inspect they did not show up and neglected to make contact with me about their no show until I emailed asking when someone was coming yet again. If the leak was properly inspected as they claim they did in March 2022 the issue would not still be resolved. They are attempting resolution now that BBB and legal is involved.

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

  

  Business Response

  Date: 12/21/2022

  ************ is a resident of the ****************** ************************ **** (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 leak inspection took place and during the inspection, the cause of the leak was identified as coming from the unit above ************ unit. The neighbor above was made aware of the issue. The manager has connected both unit owners with a licensed plumber who is handling the repairs on Friday morning. As this the leak is from a unit,not a common element, the unit owners are responsible for the repairs.