Complaints

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:07/14/2025

  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.

  Currently there is an animal control problem at ********** in *****, IL *****. Raccoons are out of control, and no matter how much I call and talk to people at the condo office, they will do nothing about it. Raccoons are in the trash dumpster, so we can't take out the trash oiut. Raccoons are on the roof and make noise in the middle of the night. Several complaints have been made, but nothing has been done. Raccoons have rabies. A year ago, I had to threaten to file a complaint with the city just to get them to cut down a branch so the raccoons would not get on the roof. It is not safe to live here by any means.

  

  Business Response

  Date: 07/16/2025

  The safety of our residents is our highest priority. We understand the frustration and inconvenience caused by the raccoons in this community. Our association manager has spoken with the resident regarding this issue and arranged for tree trimmers to propose the removal of branches from the buildings. This will aid in stopping the racoons from accessing building roof tops. We sincerely apologize for any delays or lack of communication you may have experienced during this time. We understand the urgency of this matter and are exploring all possible options to mitigate the raccoon disturbances.

• Initial Complaint

  Date:07/09/2025

  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.

  ******** pays the association dues to the ***********************. Over the last several months she has made several attempts to file a complaint with the property manager, ************* Residential about the ongoing water damage from the condo above causing damage to the common elements and her unit.The property manager has not responded to her complaints and the condominium association has not reacted to the common element damage caused by the unit above her.The condominium association and the property manager has allowed the damage to go unchecked for months causing permanent and severe water damage to Elzbietas property.The property manager has refused to take a note of the claim and delayed providing of the condo bylaws and insurance.******** is paying the association dues but is not receiving service or assistance.

  

  Business Response

  Date: 07/21/2025

  We understand the frustration ************ is facing due to the ongoing leak into her home. Upon receiving Ms.********** complaints, we opened an investigation.  It appears this is a unit leak that is either emanating from the owner's own upstairs bathroom or from the unit above. We promptly contacted the owner of the unit above to inform them of the issue.  The community association manager advised that the water leak is a unit issue and took the additional step of informing the owner of the above unit to contact Ms. ********* directly to address the matter. On May 8, 2025, we received a response from the owner above Ms. *********** unit, informing us that their hired plumber identified the source of the leak is coming from plumbing fixtures that are the responsibility of Ms.********** unit. We recommend Ms. ********* hire a plumber to look at her unit's plumbing fixtures to determine the source of the leak. We understand Ms. ********** frustration and the impact this situation has had on her home. It is important to note that the responsibility for resolving unit leaks lies with the respective unit owners. The *********** association and managing agent have provided guidance and facilitated communication between the parties involved to help resolve the issue.

• Initial Complaint

  Date:07/07/2025

  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.

  Each year we recieve a coupon book for association fees. No coupon book until mid march. No notice of an increase whatsoever. I called and was told we were up to date. I kept sending checks for ******. End of march we get a coupon book for 2025 and a seperate statement charging late fees of ****** total. They did that as the amount was wrong. Again no one knew of an increase for 2025. We paid it as we dont want to hurt our credit. This company is scamming money for increases they never informed us of.

  

  Business Response

  Date: 07/17/2025

  We can confirm that the approved 2025 budget was mailed to all homeowners on November 18, 2024, for review ahead of the official adoption meeting. A reminder email was also sent on December 12, 2024, encouraging homeowners to attend the December 18, 2024 board meeting, during which the budget was formally adopted by the board of directors.

  
  Due to the timing of the budget adoption, coupon books for 2025 were delayed. As a courtesy, the board waived late fees for January 2025. Homeowners were advised of payment options for January assessments in the executive summary included with the November 18 mailing. These options included using ClickPay or mailing payments to the lockbox address provided.

  
  After a thorough review, we found no record of payment received in January 2025 from the homeowner and though payments were received for February 2025 and March 2025, the automated system did not recognize the payments as current and subsequently charged the account for late fees. It has been determined those late fees were charged in error and both late fees will be reversed on the homeowner's account. The homeowner has been notified.

• Initial Complaint

  Date:07/05/2025

  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.

   
  Complaint: 23560361
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 07/07/2025

  After reviewing the details of this complaint, we would like to clarify that the property or community referenced is not managed by FirstService Residential. As such, we are not in a position to directly address or resolve the issues outlined in the submission. 

  

  Business Response

  Date: 07/07/2025

  Based on our records, we do not believe this individual resides in a property managed by our team. We encourage the homeowner to contact their community association manager directly for further assistance.

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23560361
  
  I am rejecting this response because:
  The business, as specified in my complaint is sending private parcels concerning a different property. They need to remove my address from that distribution list and contact the previous owner about where to send that private information; again it is not the one I purchased. I should not have to filter out their communications in perpetuity and they have known for years now that the recipient address is out of date and incorrect. They are even admitting it in their response

   

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

• Initial Complaint

  Date:06/21/2025

  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.

  Earlier today, I engaged in a call with a customer service representative by the name of ******** N. to report a serious and time-sensitive issue: a complete air conditioning outage in our building. What I anticipated would be a straightforward and compassionate interaction quickly devolved into something entirely unacceptable. Throughout our conversation, Ms. ******** demonstrated a striking disregard for both the urgency of the situation and the basic standards of professional conduct. Her responses were marked by a dismissive tone and punctuated with language that was not only coarse but, frankly, appallingprofanities were used without provocation. Most egregiously, after I explained that pets are sometimes left unattended in the affected units and that one of my neighborswhose residence receives full sun exposurewas already struggling with the rising indoor temperatures, Ms. ******** responded by stating, with evident malice, that she hoped it became even hotter in the *********** is difficult to overstate the inappropriateness of such a response, particularly given the potential health consequences for both residents and animals alike. This level of callousness and verbal misconduct, especially from someone in a role meant to offer support, raises serious questions about the training, oversight, and ethical standards upheld by your organization. I will recommend to the board of directors that we find a new agency.

  

  Business Response

  Date: 07/09/2025

  We take these concerns very seriously, and as such, have thoroughly reviewed the recorded call. Our findings show a misrepresentation of events in this case. Our call agent, while new, did their best to find a resolution. We will offer additional training to this associate so they feel they have support in situations like this when profanity and raised voices are being used with them by a caller. We hope this homeowner got the resolution they needed within their building. As for the phone call in question, we stand by our associate, observed no profanity or coarse language by the associate, and we stand against any form of mistreatment.

• Initial Complaint

  Date:06/08/2025

  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.

   
  Complaint: 23442126
  
  I am rejecting this response because:

  I am writing in response to my previous complaint and to express continued concerns regarding my account, specifically related to the recurring late fees, legal charges, poor communication, and lack of transparency from your office.

  While I acknowledge the credit issued on December 12th for the September late fee, it is important to note that this correction only occurred after I made repeated requests throughout September, October, and November. Timely attention to these requests would have avoided unnecessary escalation and stress.
  
  In October, I contacted your office multiple times to inform you that my payment had been sent in a timely manner to avoid a late fee. I did not receive a response until October 16th; at which time you stated that my payment was received on the date that triggered a late fee. I inquired about whether you track when mail is received, or if envelopes are time-stamped. I was told that envelopes are discarded, which eliminates any way for homeowners to verify the true date of receipt. This is an unacceptable handling of payments and undermines any confidence in the fairness of late fee assessments.
  
  Regarding the months of November and December, I do see that credits were issued on January 8th. However, again, these were only made after several emails requesting the removal of the late fees. I had informed you at the time that I had mailed those payments, yet I received repeated responses stating that they had not been received. During all the email back and forward with your office I was never formally notified of your offices address change, and the only indication of a new address appeared in small print at the bottom of an emailwithout any emphasis or instruction, which led to further delays and confusion when my payment was returned at the end of January. I see the change of address in your email dated 1/8/2025 which was not mentioned or highlighted so that you can receive my payment.  Just recently I seen that you put bold prints and highlights with a new address. I can go back to several emails when I inquired about my payment in January and to current you have not once stated your office has moved.
  
  To make matters worse, I have now been charged late fees for January, February, March,April, May, and June, despite sending those payments directly to FirstService.I resorted to sending them directly because the legal office either failed to forward my payments or denied receipt until after they were already marked late. This breakdown in communication and processing is causing serious and repeated harm to my account.
  
  I have also continued to request regular, monthly ledgers and updates to review my account activity. To date, I have not received any monthly account statements,despite multiple follow-ups. Additionally, I was never sent a copy of the 2025 budget or any fee-related correspondence. Ive been a homeowner in this community for over 15 years and have never been required to attend a meeting to receive important documentation. The complete lack of correspondence from your office makes it impossible for any homeowner in my positionto remain informed or compliant.
  
  Lastly,I find it wholly inappropriate and unprofessional that I received an email from your legal office stating that they will not discuss late fees with me. As a homeowner and dues-paying member of this association, I am entitled to full and open communication regarding the handling of my account.

  Per ***** email on 5/28/2025:My previous email stands.  No further communications regarding the late fees will be responded to. This is not trying to resolved my account. As of June 25, 2025 ******* but the last ledger on 5/12/2025 is stating I owe ****** which is mainly ***** at month for late fees since Dec.2024 and ****** that was added to my account on 10/3/24 which ***** stated she will have removed because I was already being charged for it in our agreement. 
  
  Sincerely,
  
  ****** ***** ******

  **** fee and full past due amount. I did this so that I can have a zero balance. The payment was returned Jan 22. I went back to the email and it stated that they will not be in new office until Feb 1, ********* Aug 2024 September June 2024 I have paid ******* The business was to ensure that my account stayed current and past due amount paid in full The law office are applying late fees to my account even when the payment was made on time.I have emailed them and paralegal informed me that she will not discuss late fees on my account anymore. Sept- Dec ********* fee was ****** Jan- June ********* fee is now ****** the law office and ************* refuse to give me written or yearly coupon payment booklet. I was told I had no rights to this due to me having a balance with their office. I have since been sending my payment to ************* via certified mail and they have been getting my payment before due date and cashing my payment. The paralegal refuse to reach out to clear up

  

  Business Response

  Date: 06/24/2025

  We understand that Mrs. ***** ****** is frustrated about this situation. As outlined by the associations legal counsel, the late fee credits for September, November, and December have been applied to the residents account. Specifically, the credit for September was processed on December 12, 2024, while the credits for November and December were applied on January 8, 2025.
  
  According to the associations legal counsel, Mrs. ***** ****** was informed that the timeliness of monthly association payments directly impacts the applicability of late fees. Unfortunately, the association is not able to waive late fee for October as the payment was received after the designated due date.
  
  Additionally, information regarding the budget and association matters for the new year, including the updated assessment amount,is communicated to all homeowners. Mrs. ***** ****** received this correspondence pertaining to the 2025 budget on October 17, 2024. Homeowners are encouraged to review these updates carefully and attend regular board meetings to stay informed about any upcoming changes within their community. If Mrs. ***** ****** has additional questions or concerns, she is welcome to reach out directly to her association manager.

  

  Business Response

  Date: 07/08/2025

  According to the associations bylaws, FirstService Residential is not authorized to engage in account-specific matters while the account remains in collections. As of August 2024, the homeowners account was placed into collections and is now being handled exclusively by the associations legal counsel. In accordance with the associations bylaws, once an account enters collections, all communicationsincluding payments, disputes, and documentationmust be directed to the law firm managing the account. Once the account is removed from collections, FirstService Residential will resume direct communication regarding the homeowners account. 

  
  Beginning January 2025, the association's paralegal email signature included a notice of the law firms upcoming address change, effective February 1, 2025. This notice was intended to inform homeowners that have accounts currently in collections, to direct their HOA assessments and fees to the legal firm's new address starting on that date. Any payments made prior to February 1, 2025, were expected to be sent to the previous mailing address, which remained valid until the transition.

  
  Our records indicate that the homeowner has continued to send payments to FirstService Residential rather than to the associations legal counsel, despite multiple instructions to the contrary. This has resulted in processing delays and the assessment of additional late fees. We strongly encourage the homeowner to follow the established process and direct all communications and payments to the legal counsel to avoid further complications.

  
  Reestablishing communication with the legal counsel is the appropriate and necessary step to ensure the account is reviewed and resolved properly.
  Owners were mailed a physical copy of the 2025 budget on October 17, 2024, in addition to a digital copy, sent via email, to the provided address on file.

  
  We recognize and appreciate the homeowners long-standing residency in the community. We encourage all residents to regularly check their resident portal for updates on association budgets, board meetings, and community communications. For general community-related questions, Ms. ***** ****** *** also contact their community association manager.

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23442126
  
  I am rejecting this response because: I am rejecting this response because this issue is still not resolved at this time. Due to the lack of communication with the Law Firm that ************* has assigned my case. Attached is the email that was sent to me on Jan 8 which my payment had already been sent. Not once during several email did ***** the paralegal inform me of a new address. The office never informed me. I have sent several emails and still today have not received a reply back. The last email was sent by ***** on May ******* stating that she will not discuss late fee with me. As you can see that I have be asking for a monthly ledger and the ********** has refused to give me update so that this manner can be resolved. I also certified all my mail to them so that I will know exactly when they received my payment. As ************* stated yes I was sending my payment to them because the ********** was sending payment to them late. I have been trying to close this manner since January but continue to get no response to this manner. 
  
  Sincerely,
  
  ****** ***** ******

• Initial Complaint

  Date:06/02/2025

  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.

  ************************************ building (managed by ************* Residential) scheduled a move-out on 5/28/25 which cost $600 to receive full access to elevator and alleyway for movers to perform their duties.Ontario Place offices over-scheduled the alleyway resulting in 3 cars for different jobs being in the alley before my movers even arrived. Once my movers arrived I had to work with the desk to have the cars removed so that my movers could have the access that I paid for. I requested that the office provide some form of reimbursement due to their mistake of booking other jobs for the same time slot which caused my movers to wait and charge for that time where they were idle. The office is neglecting responsibility and saying "apologies for the inconvenience" while I was being charged for the time that their mismanagement caused. They will not refund any portion of my move out fee even due to their mismanagement.

  

  Business Response

  Date: 06/30/2025

  ***** ********** move was scheduled for 9:00am on 5/28/25. Per the rules and regulations Moves are booked at three hour increments and there is a move fee of $300 and a $300 security deposit. After reviewing what occurred that morning, we can report there was a contractor that blocked the alley with their vehicle at 9am impeding with Mr. *********** move. At 9:13am the contractors vehicle was moved and Mr. ********* began his move. Mr. *********** move concluded at approximately 10:15am. The $300 security deposit was refunded back to Mr. ********* upon conclusion of his move and no damage to the association's common elements was found.  Mr. ********* is able to contact the management office during management office hours Monday thru Friday if he has any further questions. 
  
  

• Initial Complaint

  Date:05/29/2025

  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.

  ************* Residential in Illinois has been charging exorbitant amounts of money to property owners monthly to cover for their mismanagement of their finances. I am having extreme difficulty selling my 1000 sq ft condominium property because a) my monthly ********************** (***) fee is $521.59 and b) potential buyers wont close on the property sale because of *************** gross mismanagement of their finances - which is causing concern that ************* will increase the monthly *** fee even higher. I have had BOTH my realtor and real estate lawyer contact ************* for copies of their financial information, and ************* wont answer their phone calls and/or answer questions about their financial stability. There is no proof the *** fees that ************* is assessing my neighbors and me are being invested into the common areas of our complex (The Piers Condominiums in ********, **), Building roof shingles are in need of replacement, carpets in the common areas are outdated, the clubhouse onsite is severely outdated, trees/grass/shrubbery are unsightly. ************* Residential in Illinois is stealing thousands of dollars from property owners, and their gross financial negligence is preventing property owners from being able to sell their properties. We are trapped in our properties.

  

  Business Response

  Date: 06/30/2025

  We understand Mr. ********** concern regarding the sale of his unit. Our records do indicate that Mr. ********* sold his unit on March *******. We strive for transparency with our clients and residents. Each year a financial summary of the associations financial standing is made available to all owners via their resident portal account and physical mail. We can confirm that Mr. ********* received this communication in his resident portal account on 10/23/2024. The statement outlines fiscal decisions made by the community association board members, including any financial allocation towards capital improvement repairs. 
  

  Currently, we are working with the association board, an engineer, and the associations legal counsel to address the repairs needed to improve the community.
  

  Regarding the increase in HOA fees, several factors go into increased homeowner association dues, one of which is association insurance coverage and premiums. Many of the concerns in Mr. ********** complaint are in relation to matters that are beyond our control as they deal with state-mandated lending guidelines and set deductibles.

• Initial Complaint

  Date:05/07/2025

  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 live at the condos on ********************************************************************. Today, May 7, 2025 I arrived home to find a water shut off notice taped to our door. The City of Wheaton confirmed that they have not received any payments since January 2025, and our account was $9k+ past due. I cannot get anyone at *** to advise the corrective action. ************* will only tell me that someone will call me back within ***** hours, but we have an active disconnection.

  

  Business Response

  Date: 06/03/2025

  We understand Ms. ******* concerns. Earlier that day, there were scheduled repairs at a neighboring unit which constituted a building-wide water shut-off. The timing of the water shut-off, combined with the posting of the disruption of water service notice understandably led to some confusion. We confirmed with the municipality that there was no actual interruption to the buildings water service at any time. We apologize for any inconvenience this may have caused. We are happy to report that any billing discrepancies have been reviewed and there are no outstanding payments. We understand this resident was able to connect with our team when the issue occurred. 
  
  

• Initial Complaint

  Date:05/06/2025

  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 are submitting this complaint with ************* Residential regarding a $710 charge for a pipe repair between 2 units. We reviewed our Condominium Declaration, the Illinois Condominium Property Act (ICPA), and assessments from our renovation contractor and the building engineer. All confirm that the leaking pipe is located within the buildings structural slab, between two units, and is not accessible from our unit.The Association claims each units plumbing connections go from the unit to the main line and are not common piping. This does not apply here.Our Condominium Declaration states:Pipes, ducts, conduits, and other utility systems that serve more than one unit shall be deemed common elements and shall be maintained, repaired, and replaced by the Association.According to both contractor and building engineer evaluations:- The pipe is embedded in concrete within the shared structural infrastructure of the building.- It lies between two units and is not part of the accessible plumbing in our unit.- It was not replaced during our renovation, as confirmed by the contractor.- The pipe sits below the shower assembly and concrete slab, making it inaccessible from our unit. The only way to access it was by opening the ceiling from the unit below.These facts clearly indicate that this pipe is not exclusive to our unit and meets the definition of a common element as outlined in our governing documents.The **** further reinforces this:Section 9(e) of the Illinois Condominium Property Act (765 ILCS 605/9) states:Except to the extent otherwise provided by the condominium instruments, the board of managers shall have the duty to maintain, repair and replace the common elements.Because the pipe is a building infrastructure element embedded between two units (common element), the Association is responsible.We are requesting that ************* Residential withdraw the $710 charge and take responsibility for the repair.

  

  Business Response

  Date: 05/20/2025

  We take concerns of this nature very seriously. The matter has been reviewed with the management team, and we are currently consulting the condominium associations legal counsel to ensure your questions are addressed accurately and appropriately. You can expect a follow-up from the management team within the next 23 business days with their findings.