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 Jacksonville

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

  
• 

  FirstService Residential Florida, Inc.

  185 Grand Blvd Miramar Beach, FL 32550-1879

  

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:11/29/2022

  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.

  We submitted 2 work orders (8-13-22 and 9-6-22 ) because our sprinklers were not working. The orders were closed without our knowledge and no resolve. Our lawn has been significantly damaged and we are forced to manually water our lawn and newly installed landscaping which cost $5k and has to be watered. This has also increased our water bill and takes time out of our schedule. We have contacted the *** office and ******************* numerous times to no avail. We also employ a ********************* for our lawn and the sprinklers were not working and required water, this is when we initially filed the work order and contacted ***. Approximately two weeks ago, we went to *** office and was told that our system required rewiring and they were waiting for an approval from *** office. ******************* has came out twice in the last two weeks and the sprinklers are still not working. We have not been given a date of repair and lots of communication.We are requesting one quarter (3 months) of our *** fee be refunded and the job completed.

  

  Business Response

  Date: 12/01/2022

  ************** 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.  Decisions regarding the landscape upkeep in the community and the landscaping company that ************* references, are made by the ****************** of ********* and the ***** of ********* handles communications with the landscape company. *************** work order requests are directed to the ***** of ********* for their review and approval. The ***** of ********* denied **************** request for a refund of 3 months of assessments.  We suggest contacting the ***** of ********* directly with further inquiries. 
  

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18466544
  
  I am rejecting this response because: I see no need for me to attend a board meeting to explain why I need my irrigation system repaired. I have no water at all coming from the sprinkler system for approximately 3 months now. Every time a work order is filled out it is not approved by the board. I understand that it is costly and there are other residents in the Cascades with similar problems, I am being compliant as possible with all the rules and regulations 
  
  (1)  My roof was recently pressure washed
  
  (2) sidewalk and driveway pressure washed 
  
  (3) Three massive palm trees that were struck By lightning removed and replaced ( a very
  Costly Project) out of my pocket thousands of dollars Spent on being compliant with rules and regulations.
  Not to mention the fact that I'm hand Watering my newly planted palm trees and Shrubberies and my grass, running up my water bill as well as Spending a lot of valuable time doing so.
       
  (4) Screen Enclosures front and back
  
  (5) House painted inside and out.

   I believe all of this adds to the value of my home and the community. So with all of 
  this said Pickleball courts, remodeling the clubhouse, Planting palm trees at cul-de-sac entrances Is not the only thing that makes the Community more attractive but also each Individual house with green grass and the 
  upkeep of individual property's.

   I don't see why I have to come to a board meeting and beg for an approval of a repair.  
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/15/2022

  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 paid First Services on 10/30/2022 which is the last day to pay before late fees are charged. They have claimed my payment must hit their bank account before 10/30/2022. They have charged over $40 in late fees.

  

  Business Response

  Date: 11/22/2022

  ****************** is a resident of Summerport Residential *************************** (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.  Assessments are due the first of each month. The board of directors issued a rule that late fees may no longer be waived for any resident as there have been some inconsistencies in the past. ****************** has had some late fees waived previously and is aware that all payments must be posted by the 30th of the month which may take a few days. Based on the new rule, the board of directors does not agree to providing ****************** with another late fee waiver.
  

• Initial Complaint

  Date:11/04/2022

  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.

  this property management company is extremely unprofessional about a month ago they have lost one of my packages at **** Brickell condominium which is where I reside. for a month they kept on giving me excuses that they were looking for it and every day they kept on promising that by the end of the day I would have an answer which it never happened only lies and lies and lies. after several weeks they have told me that they lost the package and cannot locate it so they have asked me for a receipt of the contents of the package so they could issue a refund. needless to say weeks have passed by and I haven't received my lost package or the refund for it, every time I contact them they keep sayin at the end of the day tomorrow you will have an answer and still no answer at this point I don't know what to do. I even tried to go to the office of my building which is first service residential and asked for an update and was completely disrespected by the manager and assistant manager. I demand to have an answer as soon as possible cannot wait months and months for something that takes a couple of days to resolve. and also management shouldn't be allowed to disrespect residents like they own the place its completely unacceptable they should be made aware of the fact that their job is in customer ********************** which means to assist customers for their needs not disrespect them in their own houses.

  

  Business Response

  Date: 11/08/2022

  ***************************** resides in the **** *********************** (the Association) which is managed by FirstService Residential.  As a service to the residents, our front desk accepts packages on behalf of the residents utilizing a package tracking system. ************************* package was misplaced and our staff was not able to locate it. FirstService Residential has agreed to reimburse ***************************** for the contents of the missing package as a one-time show of good will.
  
  

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18358125
  
  I am rejecting this response because:

  they have told me several weeks ago that I will get reimbursed but I have never received a date as to when thats gonna happen and every Time I call the management office they always give me excuses and never tell me when I will receive my reimbursement. I demand to know when will I get reimbursed. I have not yet received a reimbursement or any update on it.
  
  Sincerely,
  
  ************************* *************************

• Initial Complaint

  Date:10/28/2022

  Type:Customer Service 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 refuses to allow me to move in to my apartment. They will not provide access to elevators to move in to the unit I leased.

  

  Business Response

  Date: 11/07/2022

  ************************** was in the process of renting an apartment 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 regulations as directed by the ****************** of directors. Reservations are required to reserve a move-in date/time, due to the elevator restriction.  Mr. ************ lease began on November 1st.  He  requested to move in some items before November 1st which would not be allowed per the associations rules.As a compromise the manager agreed to allow him to move in some items on November 1st between 2p and 4p and also on Thursday, Nov. 3rd which was the first actual Move-in time slot available, between 1p and 4:30p.The property manager provided an update and said that the tenant was settled in and stopped by the office to meet the staff.

• Initial Complaint

  Date:10/25/2022

  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.

  I Received a letter from a company ****** and ****** about a past due ********************* fee charged years of an amount specified as APV -Assessment of $213.75 plus additional fees totally $1408.07 for nonpayment of the initial amount. I responded by show them exactly how I was billed on their system which was $23.75 this year for which I hd paid promptly on 1/7/2022. I also checked with Click Pay who confirmed that that is the bill they were sent for which I paid.I tried to contact the company and First Residential and even ************************ villages whoes bill are managed by First Residential. I was told that they will call me back. Yet I have not received a call back or any correspondence. Meanwhile there is a threatening letter looming over me for a response for next 30 days for additional foreclosure proceedings. Not to mention the lien.1. In the first place I did not receive said Bill 2. I checked, and they still had my address from 4years ago which I had changed several times with them 3. They clearly indicate from their online and after I received my first Bill that we can view and manage bills online which I clearly did and paid promptly So this is clearly their error . Funny thing is I got the lien lawsuit letter properly delivered to my mailbox

  

  Business Response

  Date: 11/09/2022

  This account issue has been resolved and customer received reversal of fees and account is current with the *********************************.

  
  

  Regards
  

• Initial Complaint

  Date:10/04/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A fire/disaster broke out in my building on 04/22/2019 and everyone was evacuated. It is now 10/04/2022 and that building is still inhabitable, yet First Residential refuses to waive my *** fees. They went so far as to turn my account over to ***************, collection agency, even though the bldg is uninhabitable. The collection agency has harassed me, threatened me, and discriminated against me due to my age and lack of financial resources. I live on a small social security and I confirmed my monthly income with both First ****************************** and they are aware the building is still under construction and yet they have exacerbated the *** fees, along with ********************* & attorney fees and refuses to waive fees, during the time the building cannot be occupied. The few conversations I had was disresptful, rude and considered elder abuse. The mock me for my age, 72, my low income, and they threaten me whenever they have the opportunity. How does this happen to the elderly after a disaster has caused an evacuation? I have given the condo back to the bank and told the *** they could have it as well....yet they still harass me to the point of hospitilization.

  

  Business Response

  Date: 10/06/2022

  ***************** owns a property in a community which is operated by ****************************************** ************************ ****  (the Association).  FirstService Residential Florida, Inc. (FirstService) is the community association manager for the Association, and as such, is the Associations agent and acts at the direction and control of the ****************** of directors.  ****************** filed a complaint in July 2022 regarding this issue. A copy of the response is attached.  The Association attorney has affirmed that all owners are obligated to remit their condominium assessments regardless of the state of the building and on-site manager provided a progress update. The building has been uninhabitable since the 4/22/19 fire due to the insurance claim settlement, county permitting challenges, pandemic delays, and most recently, a financial/legal dispute with the contractor.  *************** may be coming to a final agreement with the contractor and hopes to resume construction soon.  If that happens, the association hopes to have the building ready for residents to return in early 2023. 

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18168908
  
  I am rejecting this response because: IT IS IMPOSSIPLE FOR ANY *** TO CHARGE MONTHLY *************** WHEN THERE IS NO BLDG!!!  I believe Florida State Law should look into this.  Not only does this appear outrageous, but expecting someone to pay dues when there is NO bldg to live in seems unlawful.  There are exceptions for disaster and evacuation and I have notified FEMA and HUD to assist all owners during this long time frame.  2023????  That would be FOUR YEARS since I occupied my home.  I sure would like to know if this happned to anyone on the *** team would be able to afford this or would they be able to have this waived????  I will contact every agency in Florida until this law is changed.  What people sign at closing is a promise to pay dues while there is a building in sight....not one that has been torn down!!!!  I was not allowed to occupy it, rent it, sell it, nothing!  Yet First Residential expect homeowners to pay dues.  I've had other homeowners calling me regarding this and we are all trying to get out dues waived.  You expect Seniors living on social security to pay dues when there is no building to live in????  And this awful ******** Construction is the worst contractor in the world...they have taken almost FOUR years to rebuild a simple 6 unit WALK UP.....and now they are pressing charges against First Residentail for non payment.....  Nice people we are dealing with.  You can take the condo back.....I have said that years ago.  I am the one who lost my $26k down payment and will never purchase anything with an *** in place where there are no exceptions even during a Disaster!  Do you know the meaning of the work 'DISASTER'??
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/18/2022

   

  FirstService understands what a difficult situation this is for ****************** and the other residents who have been displaced.   Please understand that FirstService is not charging assessments to the residents.  **************** at the direction of its attorney, is charging the assessments to pay expenses the Association is still incurring even though the residents are not living in the building.  We recommend that ****************** reach to the ****************** of directors to express her concerns. 

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18168908
  
  I am rejecting this response because:******************* has asked First Residential since April 22, 2019 to waive HOA fees due to the evacuation. Since there has been no occupancy or building constructed, for that matter, I am not allowed to reside, rent, sell, my property, yet First Residential expects me to pay dues on property that does not even exist.  It has been 40 months, the debt continues to accumulate, and the harassment, damage to my credit is non stop.  This is the first I am hearing about speaking to someone else regarding waiving *************** for displaced Owners.  However, you indicate, that this other option is not doing anything for Owners anyway.  How do you expect Owners to pay dues when they are evacuated????  I am trying to contact every government agency possible to change the *************** as there is NO Reason for Owners to be subjected to abuse by a HOA.  Disasters, fires, evacuation are exceptions to HOA one signs as closing.  As a matter of fact, I have never seen any one Contractor take almost 4 yrs to complete a small 6 unit bldg, and Now Owners receive a letter stating ******** Construction has placed a Lien as well.  What sort of unscrupulous goings on is happening?????  He claims First Residential is not paying him, so he has stopped working.  This entire mess needs to be looked into as there is something unlawful happening.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/26/2022

  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 am an owner of a Townhome (**) in the ********************* which is managed by FSResidential. As part of the procedures for architectural modifications, I submitted proper documentation and a $1000 security deposit to install impact windows and doors to my unit. I received approval for Project [********]. After waiting over 6 months to get my impact windows and doors, the vendors finally installed my impact windows and doors. Shortly after completion of the project, I submitted an email to FSResidential on July 5, 2022 requesting a return of my deposit because there was no damage to any parts of the ** exterior. They told me that an inspection needed to be completed before my deposit could be returned. On July 8, 2022, the inspection was completed and we were told that it had to go through a process and had to be approved by the Board. I reached out a couple times to their offices about my deposit and kept hearing that it will be processed or that there was another step. On July 28, 2022, I was then told I had to submit a Deposit Return Form which I immediately completed and returned with a copy of the receipt for the deposit. I kept checking in but I was told that my deposit return was "being processed". It has been 83 days since my initial request which is substantially longer than the 15 days that the State of Florida allows for the return of a security deposit. Failure to return a security deposit is in clear violation of Florida Statute *****. The next step is legal recourse.

  

  Business Response

  Date: 10/10/2022

  **************** is a resident of Ramblas at Via *************************************** which is managed by FirstService Residential Florida, Inc. ("FirstService Residential"). FirstService Residential apologizes for the delay in returning the deposit to **************** and is happy to report the refund check has been mailed. If **************** does not receive the payment this week she should contact her community's on-site association manager for a status update. Again, we apologize for the extended period of time it took to return the funds.  

• Initial Complaint

  Date:09/19/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/17 I received a notice from First Service Residential, that my lawn needed to be mowed. I corrected the proposed violation promptly. The *** came out on 8/31/22 to reinspect the property, at which time they said that I had not complied and cut my lawn. I was then put on a 2nd notice, and received that letter on 9/6/22. That letter included a photo of my lawn at that time, which showed that it was in compliance. I cut my lawn again that same day and called the customer ********************** ***** and was told to take pictures and email them to show I complied. I did just that on 9/7/22. I sent the photos to ***************************** and copied *******************. ****** proceeded to tell me that he would not accept the photos. He also said that this violation will remain open for 6 months so that if they ever deem that my lawn needs to be mowed, they can compound the violation as if I never complied, to begin with. On 9/12/22, I received a certified letter from their attorney's office stating that they are getting involved because I refuse to comply. I sent the photos in again to the attorney. I have complied and cured the violation. However, they refuse to acknowledge and accept it. ****** also stated that there was a grace ****** that ran through 9/1/22, as these are new rules they are enforcing. My situation would fall within that grace ****** since it was initiated on 8/17 and cured prior to 9/1/22. ****** also stated that once I let them know that I corrected the violation, they would verify themselves within 48 hours which would have been 9/9/22. As of this date 9/19, no one has been out to inspect the property. The attorney's office emailed me to inform me that they received the photos but still no resolution. I have attached a picture of the lawn when they came out on 8/31/22, which shows compliance. I also attached pictures of the lawn when it was most recently cut on 9/6/22. It was also cut on 9/13/22. I just received another violation where I can't park in my own driveway.

  

  Business Response

  Date: 10/03/2022

  ****************** is a resident of South Fork of Hillsborough County III *********************** **** (the Association) which is managed by FirstService Residential.  As the Association's manager, FirstService Residential is an agent of the Association acts and the control and direction of the ******************* of directors with regard to enforcing the Association's rules and regulations. The Association issued a notice of violation regarding ********************** lawn being overgrown. ****************** cured the violation and has been notified that its closed.  The Association's attorney closed his file as well and notified ****************** of same on September 15, 2022. 
  

  Customer Answer

  Date: 10/03/2022

   
  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:09/18/2022

  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 several maintenance issues that the *** is responsible for.A roof leak A popping noise in the rafters in the building (thermal expansion and contraction)Damages they caused to my washer and dryer.Nothing has been fixed.The mgmt is telling me I have to pay for the damages they caused to my washer and dryer because they do not have a corporate credit card or checks to pay it. They will eventually pay me back. I feel this is foolish since they caused the damages.The mgmt sends people out for the 2 roof issues that are not qualified to fix the issues. They are cheap and that's the only thing matters with them.I was told by their representative not to contact them anymore.

  

  Business Response

  Date: 09/20/2022

  ************** 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. FirstService and the ***** of ********* are familiar with the issues ************** raised and the Association and the manager are working with him to resolve the maintenance issues. ************** has been advised that moving forward all communication must be through the associations attorney and therefore we are unable to respond to his complaints via the BBB site any longer.

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 18042073
  
  I am rejecting this response because:

  FirstService has not made any attempt to fix ;:

  Roof leak

  Thermal Expansion and contraction in the rafters

  Damage they caused to my washer and dryer

  Fixing 2 holes in my kitchen ceiling that their maintenance man cut out

  Re-texture the damaged spots that the maintenance man said they will do

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

  

  Business Response

  Date: 09/21/2022

  ************** has been advised that moving forward all communication must be through the associations attorney and therefore we are unable to respond to his complaints via the BBB site any longer.

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18042073
  
  I am rejecting this response because:

  I still have all of the maintenance issues in my condo that HOA ****** of ********** is responsible for to fix.

  They have not communicated with me on when and how they are going to fix the issues that I have.

  The ***** of ********* owes me over $1000 for damages they caused to my washer and dryer and 

  hiring a general contractor.

   

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

• Initial Complaint

  Date:09/06/2022

  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.

  I am on the *** for the ******** *** that has hired First Service for property management. I have emailed the immediate supervisors (******************* and ***********************) as to why our association was overcharged for vacation time used by the previous CAM. My emails have gone ignored.Below is in part what I emailed to both *** and *********Some questions regarding the approval of Lorraines time sheets.After review of 1/1/22 to 5/6/22- ******** claimed zero vacation days. Then on the 6/24/22 invoice our *** was billed for an additional $997.64 for ***** hours of Lorraines unused vacation time.There are at least 2 weeks of documented vacation by ********. One week was just before the annual meeting and that was widely discussed because the office was busier than normal with member calls and questions. How did ******** have another ***** hours of unused vacation time by 5/6/22?These are the days documented as ******** vacation but not reflected in the First Service time sheets/invoices.1/3/22 2/21/22-2/25/22 4/13/22-4/20/22 There is potentially an approximate $2000.00 overcharge by First Service to our ***.Can you please review and advise on the refund that is due to our ***?How many days off do the *** First Service employees accrue per pay period?

  

  Business Response

  Date: 09/20/2022

  ********************** is a resident and Secretary of the board of directors of ******************************************** (the Association) which is managed by FirstService Residential. ********************** requested  information contained in the complaint from FirstService via an email on September 3rd. She then filed this complaint on September 6th.  Our Regional Director has been in contact with ********************** regarding the requested invoices and she has sent everything requested except information regarding a specific employees vacation time.  That information is coming from our internal payroll system, and we are still awaiting that information. A follow-up has been requested today.  We suggest that ********************** continue to communicate with our /Regional Director regarding any outstanding issues.
  

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 17805636
  
  I am rejecting this response because: First Service has yet to credit our *** for paying out for employees vacation time that was inaccurate. First Service also overcharged our *** for a 3rd staff person by charging the association, without permission, an extra approximate $6,000.00 Further, First Service has offered no financial rebate for employees that they failed to train on how to conduct covenant enforcement or manage an Architectural Review process. Since our *** only has 2 functions (Covenant Enforcement and Architectural Review) and there is staggering evidence that First Service has done neither successfully or barely at all has put our association at risk for safety hazards and negatively impacted the appeal of our neighborhood as a whole. Ie: moldy slippery sidewalks, unapproved paint colors, unapproved roof material, weeds, overgrown lots, never depositing builder checks etc. Many covenant enforcement letters that were sent misquoted our governing documents or did not contain pictures. The *** terminated the contract of First Service because they failed to perform the 2 primary duties (covenant enforcement and ARB)  yet they have willfully continued to charge our association for work that is not done, nor has been performed for the past year.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/04/2022

  ********************** resided at and was an officer of the board of directors of ******************************************** (the Association) which was previously managed by FirstService Residential. FirstService Residential refunded the Association for vacation and PTO time that was billed incorrectly and has not received any inquiries or requests from the Association to research this any further. Any other inquiries should be directed to the board or new management company.
  

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 17805636
  
  I am rejecting this response because:
  

  First Service (******************* and ***********************) continue to ignore the following questions and reimburse our *** for the overcharges as outlined below:

  7/8/22 invoice
  What is the ***** hours retro charge of $605.00 for?
  
  6/10/22 invoice
  Charged for 3 staff-per contract-increase in staffing must be approved by BOD
  $1,195.68 should be refunded
  
  5/27/22 invoice
  Charged for 3 staff -per contract-increase in staffing must be approved by BOD
  $2,989.20 should be refunded 
  
  
  5/13/22 invoice
  Charged for 3 staff - per contract -increase in staffing must be approved by BOD
  $1,494.72 should be refunded

  Lorraines Amazon receipts with delivery to her home -while none of this is a lot of money - the optics of her ordering things that are not always delivered to the office is just not good.
  
  The total for charging the *** for a 3rd staff without BOD approval is $5,679.60.
  
  Sincerely,
  
  ***************************