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Business Profile

Property Management

FirstService Residential - New England

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Property Management.

Complaints

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

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FirstService Residential - New England has 3 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/08/2025

      Type:Product Issues
      Status:
      Unanswered
      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 condo association decided to replace the skylights and roofs in our building. I have send multiple Emails to the management company requesting the model number of the skylight to be installed but they continuously ignoring my Emails. It has been over 20 days since I sent out the first Email yet no response from them. I request them to provide the model number immediately. We are paying a huge amount of condo fees on time but their service is subpar at best. What a shame.

    • Initial Complaint

      Date:09/04/2024

      Type:Order Issues
      Status:
      Answered
      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 residential is the management company of the condo I own. They have received multiple complaints for ignoring issues in the building. most recently I called the emergency hotline that's marketed as 24/7 because the lock I reported for issues months before stopped working due to a battery issue, I specifically was assured there were no fees for sending someone. They chose who to send to me, I had not asked for anyone in specific, to fix this emergency issue which was not maintenance. They ended up sending the building superintendent and then charged me 300 USD for his 20 minutes of work after the emergency line assured me there was no fee and called it after-hours maintenance. Contacting the property manager *** Marie ****** was no help whatsoever as she simply ignored the issue. I had never agreed to pay the 300 dollar fee, I was never notified of the 300 dollar fee prior to it being assessed, and they simply assessed it to my account.

      Business Response

      Date: 09/05/2024

      Dear ********************** am Director of *************** for FirstService Residential ***************** Please accept this letter as a formal response to the above BBB complaint.    We are truly sorry to hear about ********* experience at Stratus Condo.  At FirstService Residential, we strive to ensure customer satisfaction.

      I understand that this must be frustrating.  After reviewing the details of your complaint, our staff investigated the matter.  Mr. ***** had an issue with his door lock. He called the emergency hotline and maintenance personnel immediately responded.  This response and incident occurred on a Saturday which is after normal hours.  Upon onboarding, each tenant receives a welcome packet.  ************ is aware from the welcome packet he received, there is a fee associated with maintenance services.  In addition, he claims there was a discussion on his service call regarding fees.  It was found, after reviewing the recording from the call, that Mr. ***** never verbalized if there was a fee associated with an emergency call like he is claiming.

      We understand that this issue has caused inconvenience, and for this, we sincerely apologize.  We now consider this matter closed. 

      Very truly yours,
      ***** ******
      Director, ***************
      FirstService Residential East

      Customer Answer

      Date: 09/05/2024

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      Hi, 

      As I remember it was discussed there was no fee, however even if I am wrong that on the phone call no fee was discussed. No fee was ever vocalized of that I am certain! Further I had not requested maintenance to respond - to do so was fully the choice of first residential, I simply requested help with a lock issue that I had reported having issues with prior that had not received attention. I had not received a welcome packet with a fee description and first residential failed to upload and provide any fees outline before the incident occurred. The first time a welcome packet became accessible for me to view is on August 30th 2024 after the event had occurred as seen in the dated screenshot. As such first residential failed to disclose any fees and charged me fees without my permission and my agreement, the issue remains open and i continue to ask for it to be escalated. 

      Best, 

      ******* Rasin 


      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      *******

       

       

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