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:10/27/2023

  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 received a collection letter from the ****************** for my HOA with a threat that they were turning me over to collections if I don't pay. I responded to them with documentation and proof of where I believe their are discrepancies. I handed over all the documents that I had to support where I believed were fees were not warranted. I asked them for the proof where I was being charged money/fees for what I was accused of owing. They won't be transparent and provide proof to clear up the discrepancy. Allegedly a letter was sent to me to cease and desist communication with a vendor that the property manager told me to contact directly to get an issue resolved. The Cease and Desist letter that was allegedly sent by the law firm that they hired with legal jargon they used to try to intimidate me. I asked them for proof that this letter was sent to me by a showing me a copy of a signed certified receipt. They refused and basically said they don't have to and for me to take it up with the attorney's office who sent the alleged letter. How can they legally charge me for something they can't prove I received? They have threatened me to collect money from me and I will be forced to pay. Even thought I have been forth coming of providing them proof and was willing to discuss with them to get to a clear transparent out come where both parties can work it out. They refused and I received a note saying pay this amount by this date or we will proceed with collections. I am very afraid and I am left with having to pay these costs under duress and the threat I have received from this letter of collection, If they were operating with integrity and above the board they would have no issue supplying proof. I have asked them provide documentation that I received the alleged letter they they are trying to collect money from me to pay for attorney charged to them. If you are going to send a Cease and Desist Letter (and hire an attorney to draft it) to someone wouldn't you certify to ensure they received it. There is no protection for homeowners and it companies like this who try to intimidate, scare, threaten people into paying money.

  Business Response

  Date: 11/10/2023

  FirstService works on behalf of the ***** of ********* of ********************** This matter is currently a legal matter between the association and this individual; therefore, we are unable to comment on this specific issue other than to note that this matter stems from the ** short paying their dues, late payments and associated costs. FirstService Residential sets its collections parameters with each individual homeowner association ***** of ********* and we follow the guidelines each ***** sets forth. FirstService has responded directly to ******************** as recently as 10/24/23 with an explanation of charges.
  
  The homeowner has been advised, in writing, to send all future correspondence regarding this matter to *******************************.
  
  *******************************
  **********************************************************************************************
  ************
  *************************** - ************************

• Initial Complaint

  Date:10/19/2023

  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.

  FirstResidential (Minnesota) is the service provider for my association 'Lake Ridge Crossing' in *********, Minnesota. I thought I had set an auto-pay up this past spring, but somehow that didn't go through and I had a payment during the summer for a quarterly assessment at $111 due, with the next assessment due in October. I asked them to email or call me multiple times, but they have not ever done that, they send letters despite my repeated requests that if there was a necessary communication, they use email or call do to the fact I can be out of town. I called them to check on my status and make a payment the first few days of October, and that's when FirstResidential informed me I had a $111 balance, but that they had sent me to their lawyer and collections, and instead of owing $111 or $222, I now owed nearly $500 with their lawyer and collections fees. I requested they remove the fees, and paid a total of $245 in the beginning of October and had a 0 balance. They rejected my request, and said their lawyer is a "hard fee" and I would need to pay for legal actions taken against me for barely $100. Personally, I have never heard of a service provider invoking legal actions over $100 dollars, especially when the business relationship spans nearly four years, and I've paid them several thousand dollars during this time. I find the actions FirstResidential takes to be wholly predatory, and for non-native English speakers or elderly, they would be at a severe disadvantage with these actions, and the vulnerable, along with disabled veterans, are being taken advantage by this company for a small sum of money, regarding properties that do not go anywhere. I feel the usage of attorneys to bully, intimidate, and extort additional hundreds of dollars using the legal system as a weapon to be the definition of predatory practices, and this company, their attorney(s) ought to be investigated, and the ********************************************* should know how many people are being sent to these attorneys they use in Minnesota and around the country, extorting many times the annual usage fees in attorneys fees or be reported to the credit bureaus and threatened with further legal action.

  Business Response

  Date: 10/30/2023

  This matter is currently a legal matter between the association and this individual,therefore we are unable to comment on this specific issue. However,FirstService Residential sets its collections parameters with each individual homeowner association ***** of ********* and we follow the guidelines each ***** sets forth. We are unable to stray from those guidelines for individual homeowners as that would be discriminatory; every homeowner is treated the same way per the collection policy provided to us by the ***** of *********.

  FirstService Residential

• Initial Complaint

  Date:09/28/2023

  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.

  I have filed numerous complaints about a neighbors failure to comply with association rules and tether her dog. This neighbor repeatedly directs her unleashed dog to eliminate in the space on and around my home. This is a violation of HOA rules. My first complaint was filed 5/12/23 to which I received a prompt notice First Residential had taken action. This destructive behavior has not stopped at all and so I filed another complaint using the resident portal 9/13/23. I received no response and the neighbor's dog, off leash, continued to pee on my bushes and walk onto my patio upsetting my own dog as well as uproot grass right next to my front door etc... I inquired about remediation. I heard absolutely nothing and the behavior continued. I reached back out on 9/16/23 and received a notice they would forward my complaint. I heard nothing and the behavior continued. Days later I received a notice my complaint was closed. Yet the behavior continued. 9/26/2023 at 7:15 a.m. I began another resident complaint including pictures and descriptions of the great amount of distress this is causing me, my family, pets and property. I was extremely open and direct that if I heard nothing, I would report them. They have not responded and yes, quite unbelievably the behavior continues.

  Business Response

  Date: 10/05/2023

  To whom it may concern:
  

  This violation has been handled in accordance with the governing documents and per direction of the *****. We have documentation of all actions and correspondence, which shows that our team responded to the September 13th submittal from ************** on September 18th advising the issue had been escalated to the Association Manager and apologizing for the delay.  This matter has been discussed with the ***** of **********  
  

  Our team responded to Ms. ****** September 26th submittal on September 29th advising that a violation had been issued earlier that week, and that another violation could not be issued until at least 10 days had passed. ************** responded to that update indicating that there had been a slight improvement as of that week but that she will contact our office again after 10 days had passed if the violation persists. The ***** of ********* has been made aware of this ongoing pet violation and lawn damage.
  

  In addition to reporting the violation to management, we recommend that ************** contact the City of ******** to file a complaint for violating the city ordinance pertaining to leashing pets.
  

  FirstService Residential

  Customer Answer

  Date: 10/05/2023

   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.

  I will follow up with the City of Plymouth as advised and with First Residential as needed. 

   

  I appreciate all of the assistance provided during this turbulent time. Thank you.

  ******

   

• Initial Complaint

  Date:08/24/2023

  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.

  First Service Residential does not service their paying clients, but themselves! I was charged a $25 late fee on Sug. 23, knowing nothing about it, as well as what they called a $15 monitoring fee. Who has ever heard of such BS? I immediately paid the assessment which was deemed to be late, but ******************************* customer service skills were lacking greatly and after paying the $2696.88 assessment for our new roof, she refused to waive the fee which I was not even aware of! I would not trust this company with anything! Our grass looks like weeds, the trees are dead or overgrown, the dog run is piled one foot deep with old mulch, and our building is filthy! I for one will not vote for them to manage our community next time around! I wish I could give them a 0! There are bird nests on the sprinkler system on the patio, Gas leaks from the common grill on the patio, and food tastes like gas! I would like a resolution to all of these things, particularly the unsafe and fire hazards

  Business Response

  Date: 08/29/2023

  The ***** of ********* at Main Street Village imposed a loss assessment against all Units at the Association for the buildings insurance deductible on a claim following a significant hailstorm. Notice of the loss assessment and due date was mailed to all Main Street Village Condominium Owners at their billing address on record in March 2023 along with follow up email reminders sent to the community. ****************** account was 60+ days past due and incurred a $25 late fee, pursuant to the Associations collection policy. All late fees generated are income to the Association and not to FirstService Residential. As part of our management agreement, we do charge monitoring fees for accounts in collections. Statements and notices were sent to ****************** billing address on record for all amounts due. As late fees are Association income,FirstService Residential agents are limited in our ability to waive them without approval from the ***** of *********.
  ***************** concerns regarding the maintenance and care of the property have been brought to the ***** of *********. Due to the Associations budget, some items such as mulch are either deferred or services are limited. There is a cleaning contract in place with a third-party vendor providing services two times per week. It has been recommended to the community that they increase the frequency of building cleaning; however, the Associations budget limits the services they are able to receive.
  Xcel Energy has tagged the grill and will be addressing this concern. A work order has been placed with a vendor for removal of the bird nest in early September. As we have limited on-site presence at the property, we appreciate any resident bringing their concerns to our attention so that we may address them with the ***** of *********

  FirstService Residential

• Initial Complaint

  Date:04/24/2023

  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.

  This company was hired by the my ***MAPLEBROOK ESTATES HOMEOWNER'S ASSOCIATION, **** Keep inmind that Iam African ******** Homeowner in the *** the FirstService Residential refused to fix my broken gutters. The *** even went to the such an extend to hire a Lawyer to ********************************* to try to silence me. They are doing all this because I am black. Rich FSR employee also the manager assigned to my *** is the most openly racist person I have ever dealt with. It is within my right as a *** member to have the gutter fixed but the *** BOARD which is completely made of white people refused to entertain my request. As a result my basement got flooded. They are not trying to stop me from attending *** meetings (I only attended one meeting) and never even talked to the Board. I have never thought in ** in 2023 a company can discriminate so openly. This company will get what is coming to them.

  Business Response

  Date: 05/10/2023

  To Whom It May ******************* Maplebrook ****************************** have a set of governing documents which lay out the Associations Maintenance Responsibilities. A set of these documents is posted on the community website **********************************************. In addition, all association financials are posted to the same website which all homeowners have access to. This matter is currently being handled by the associations attorney at ***************************** so we are unable to provide additional information.
  
  Thank you,
  
  FirstService Residential

• Initial Complaint

  Date:08/23/2022

  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.

  I have called this company to get an explanation on document bundles required to sell our home. I have been passed back and forth from one party to the other with no resolution. All I need is explanation of what specifically comes in a bundle, one party would say I need to call another. I call the other and they transfer me right back to the original person I was talking to. This has been going on for an hour, when we asked for a supervisor, I was told one would follow up with me and then transferred back to the other party who would then transfer me back to the person I was talking to. I asked for a TIN (which is public information) in order to file my complaint and I was told I was not allowed that information. Well, I ended up finding it anyways in order to confirm I was filing my complaint with the correct company. In the end no one helped me, not even the supervisor and I was put on hold multiple times.

  Business Response

  Date: 08/30/2022

  We apologize for the difficulties experienced during a customer interaction regarding ordering of documents. The manager of the account has spoken to this customer and they have the information they need to place their order. Additionally, we have reached out to the customer to better understand the problems they faced to make process improvements for the future.

   

  FirstService Residential