Complaints

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

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• 

  FirstService Residential

  1016 W 9th Ave Ste 305 King of Prussia, PA 19406-1221

• 

  FirstService Residential

  3 N Columbus Blvd Ste 300 Philadelphia, PA 19106-1407

• 

  FirstService Residential

  106 Columbia Dr Ste 3 East Stroudsburg, PA 18301-8221

• 

  FirstService Residential

  400 Campus Dr Ste 101 Collegeville, PA 19426-4948

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:05/09/2025

  Type:Facilities Issues
  Status:

  UnansweredMore 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.

  Please see attachments. ***** ****** is property manager at ************************* Condominium Assn. I believe he is employed by First Service Residential. He is not ensuring the building exteriors are maintained. He is not doing his job. The attachments have the email address and phone numbers needed to contact him. The units are 602 and 509. I do not live in those units, but the lack of maintenance affects my property value at *******************.

• Initial Complaint

  Date:05/01/2025

  Type:Facilities Issues
  Status:

  UnansweredMore 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 writing to formally lodge a complaint regarding the untimely remediation of exterior building issues at 2003 ******************** and the ****************** in *********, MD which fall under the management of First Service Residential.Throughout the past year, I have made multiple attempts to address several pressing exterior building issues, including damaged siding and exposed building framework. Unfortunately, despite my persistent outreach to their office, I have yet to receive a response or any meaningful resolution regarding the necessary repairs.I have reached out on the following dates: February 16th, February 18th, April 12th, April 23rd and May 1st via phone, email to the property mangers directly and through their preferred service portal, but I have not received any acknowledgment or timeline for when the repairs will be completed. The lack of communication and failure to address these urgent issues has been both frustrating and concerning. As a result, the condition of the property continues to deteriorate, posing a potential risk to the safety and integrity of the building.

• Initial Complaint

  Date:02/03/2025

  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.

  For at least 2 years now management company FirstService Residential (FSR) has repeatedly exhibited malpractice in the processing of payments and associated accounting practices as pertains to our 4 accounts with the 511 *********************** at ************************************************************************* 406 main account: ************ Unit 407 main account: ************ Unit 406 special assessment account: ************ Unit 407 special assessment account: ************ Specifically, this includes but is not limited to the routine misallocation of payments between and across Main and Special Assessment accounts, failures to allocate funds received to any of the four associated accounts, as well as substantial delays in processing payments, all of which have led to spurious late fees and associated penalties. (We first encountered these problems in July 2023 when we identified 5 payments totaling $2,123 that were never applied to any of the accounts.)We have conducted a partial audit of all payments sent to *** via our custodial accounts for the period January 1, 2024 to present. (The audit was unable to verify payments made to the Unit 406 Special Assessment account as that account is locked.) The preliminary results indicate that:-The March 2024 407 payment of $738.34 and the December 2024 407 payment of $652.31 were both misapplied to the 406 account. -The December 2024 406 Special Assessment payment was misapplied to the 406 Main account.-The January ******** Special Assessment payment, sent December 30, 2024, has not been processed.A full audit may reveal more errors but is not possible until the Unit 406 Special Assessment account is unlocked which we have requested from FSR on 3 different occasions in the past 4 ********* date, after 4 weeks of inquiries FSR has not addressed these concerns and continues to post erroneous statements.

  Customer Answer

  Date: 03/07/2025

  We continued trying to reach the account manager and community manager. There is no response. The building board is also having problem no response from the management company. 

  Business Response

  Date: 04/15/2025

  Our managers followed up the owner. The matter has been resolved, and his account is current.

• Initial Complaint

  Date:12/09/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 continues to operate using the unfair if not illegal business practice of assessing late fees on condominium payments when payments are made online (through clickpay in my case) by the due date. they claim that because it has not posted in their system it is late. As an example in my case, the payment is due by the 10th of the month, yet I have been assessed a 10% late fee (again) after submitting my payment online on the 9th of the month and is even noted as received on the 9th. They provide no one immediately available to correct this situation. I have numerous other monthly billing accounts and none of them ever participate in this unfair business practice.

• Initial Complaint

  Date:11/25/2024

  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 pay an extremely high HOA ($550 a month) and with that Property management is responsible for keeping up with the exterior of the condo units. They supposedly did roof checks in April of 2023. My roof leaked in October of 2023. It took over 2 weeks and multiple follow-ups on my side to get someone to come out and "fix it." On November 21st, 2024, my roof started leaking again in the same spot. I immediately reported and I have yet to hear anything back about when someone was going to come back to fix it, again. I reached out again this morning (25th) since it is supposed to rain tomorrow and they told me to call again if it starts leaking, except due to **** standards, they can't fix a roof if it is raining which means I have to live longer with a leaking roof. The longer I live with it, the further it damages the interior of my home, which I am responsible for and water damage lessens the integrity and resale value of my home. I want them to hold up their end of the bargain and actually care for the exterior of the home and the interior of my home to not be ruined due to their negligence!

  Business Response

  Date: 12/12/2024

  We would like to repond to this complaint on behalf of the Association. She had reported this on 11/22 while it was raining and was expalined to her that **** prevents any contractors to go on the roofs while raining as this is a saftey hazzard. This community does not have staff or a maintenance crew. The work order was placed on 11/22 with a contractor and all contractors have a 30 days to complete any work orders. The contractor did go on 11/27 and started the work however was unable to complete. It rained on 11/28 and she was called again on 12/2 stating that the contractor was there and she confirmed that she had spoken to the contractor. Then filed this complaint on 12/3 after she know the updates. It has since rained for many days and once it is safe to go on the roofs again the job will be completed within the alloted time frame and in fact is for completion on 12/9. Should this leak be from her skylight which is the Owner responsibility that will be addressed in due time as the skylight is now 14 years old and never replaced.

  Customer Answer

  Date: 12/17/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22601930
  
  I am rejecting this response because:

  My roof was initially reported to the property manager on 11/21. I made my complaint to BBB on 11/25, before any repairs had been made. Please see proof of these dates in the attached screenshots. A misrepresented timeline is not helping solve the problem at hand.

  I am pleased that the roof is getting repaired properly this time but that does not negate the fact that the property management company is responsible for the upkeep of the roof and that is part of what I pay monthly for. I should not have to fight so hard for them to hold up their end of the bargain and for me to deal with the repercussions when they do not. 2 leaks in 2 years when there are roof checks is not normal and I am left dealing with the problems due to their negligence. 
  
  
  Regards,
  
  ***** *****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:03/23/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 in an HOA. May of 2023 contacted ************************* from FSR about inaccurate late charges on my account. *************** a letter outlining when all payments were received & cleared my bank account. July 2023 ***** emailed me stating he processed a credit to my account & not to worry about anything. Now as of February 2024 the late charges reappeared on my account & FSR had sent my account to Community Collection Services, LLC. ***** was out of the office for an extended period of time so I called & emailed & texted *************************** from FSR numerous times and have not received a return call or email. I sent ********* a certified package with a letter stating when all checks for my HOA payments cleared my account to show they were not late. *************************** signed for it on 2/26/24 & CCS refused the package. FSR is not posting my monthly checks towards my HOA fee; they are applying my checks towards accumulated late fees. I am an elderly widow & this is causing me unnecessary stress. I would like this resolved ASAP.

• Initial Complaint

  Date:01/18/2024

  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.

  The firm servicing my *** attempted to charge me twice for my annual insurance payment. I placed a Stop Payment on a check to prevent the double payment and I was charged a $44 fee. While that fee was under dispute I was charged a late fee. I paid the $44 fee although I continued to dispute the charge and since I have had late fees applied to the late fees. No communication with the association manager of the *** firm or the regional director have resulted in real discussion or resolution.I want the late fees cleared and the $44 fee refunded.

  Customer Answer

  Date: 02/27/2024

  Hello,

  I had the same issue with FirstService Residential in my attempts at mediation by the ************ Attorney General's office.  They have responded to me with the simple answer "Denied" with no demonstration that they understand what actually occurred and the difficulty I had trying to find a response to the initial issue with overpayment that resulted in my Stop-Payment of a duplicate payment.  I paid the Stop Payment fee on 9/10/23 4 days after I was told that our community board determined it was appropriate without including me in any hearing.  Since I have paid that disputed charge I have received and additional $175 in late payment fees for not paying a $25 late fee imposed during the period my dispute was being reviewed.  So these late payments on late payments won't stop.

  I suspect that this type of issue is common since HOA management firms have no real dependence on the community other than the board who in my case are detached and will not permit direct contact.

• Initial Complaint

  Date:09/01/2023

  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.

  April 24th, 2023, my HOA Community ********** Estates (First Service Residential) in West Norriton, PA was notified that a massive roof repair project would be taking place. This came 2 years (May 2021) after I had reported damage to the interior ceiling of my property and images of our roof to our property manager that showed bulging and visible signs of concern. After a month of following up for an answer our community manager told me there were no visible concerns or damage reported. The Roofing project started June 12th, 2023. In July, halfway into the project, homeowners were informed they will absorb a monthly assessment fee for the next 10 years starting November 1st, 2023. When I reached out to my property manager, he admitted in writing that the roofs have been in bad shape, per an engineer study every few years and have reached their useful life. Admitting this was a known problem. I am writing because, halfway through the project, the Executive Board chose to pass the financial burden from a Common Element that falls under the HOAs responsibility per Bylaws, to us, homeowners who have no right to access our roof or attics. This was not communicated to any of us until the project had already started. The board chose this option instead of holding themselves accountable for what is respectfully theirs. As a homeowner living in ***** ***** *******, I do not trust the executive board has conducted a proper reserve study, or that they are using the money we invest in the community properly. I am a concerned and good homeowner who takes care of their property, pays their dues on time, and has supported this community for the last 7 years and on behalf of others who do the same. This not only reflects poor business but neglect as a property company. Thank you for listening and hope to hear from someone regarding this matter.

  Business Response

  Date: 09/28/2023

  
  Starting back in 2021 the Board for ********** Estates began discussing the roofs, their conditions, and their age.  After reviewing the reserve study (completed by ****** Engineering), the Board asked the Community Manager to obtain proposals from engineers for a roof evaluation.  The Board ultimately chose to go with ********** Engineering for the evaluation.  After reviewing the evaluation, in addition to what the Association’s Reserve Study indicated, the Board believed it was time to begin replacing the roofs in the community.  At first, they were going to do them in phases, but after long discussions, they ended up deciding to replace the roofs for the community as a whole all at once.  In order to do that, and to not deplete the Association's reserve fund, management was asked to seek loans, which was done through FFI.  FFI was able to locate several banks that would provide ********** Estates with a loan.  The Board then chose ******** Bank (********** **** * *****) for $3 million - they don't have to use the entire $3 million, only what will be needed for the project; the Board is also using $500k from the reserves which had $2 million in it.  The Board asked its counsel, ****** * *******, to draft letters to notify the community that the Board had obtained a loan, and all the details of it for the roofing project and the letter (see attached) was mailed out to the owners.  ****** * ******* said the governing documents indicate that the community members had 30 days to petition the loan, but no petition was brought to the manager, nor did anyone reach out with a complaint about the loan in that time period, so the Board proceeded on after 30 days that the letter was received, in having ********** prepare specs and go to bid for the Association.  ********** obtained 4 bids for the roofing project and the Board reviewed them, and then interviews were scheduled with two companies (***** Construction and ******* Construction) for the Board to meet with them.  After the two interviews, the Board chose to go with *****.  The community was notified, and a "Semi Annual Meeting" was scheduled with the upcoming roofing project on the agenda and at which both ***** and ********** were in attendance to discuss the project.  Approximately 40 homeowners attended out of 334 homes.  After that, the project started relatively quickly and the Community Manager began notifying the community that the roofs were going to be getting done and that a Special Assessment would be likely.  During the project, the engineer began noticing things that needed to be repaired in conjunction with the roofs that were not included in the initial base bid and that needed to be added to the initial costs.  Shortly thereafter, the Association both mailed and emailed the community about the Special Assessment cost.    

  Copies of the communications with the Complainant are attached.

• Initial Complaint

  Date:08/21/2023

  Type:Customer Service 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.

  FirstService Residential has created a financial hardship on homeowners due to a mandatory roof replacement. We were only given 2 weeks notice before the work was to begin, there was no involvement from the homeowners, or a reason as to why this work was being done considering our roofs are only 15 years old. It was not until 8 weeks into the work being done that we were told the homeowners would also have to pay for this replacement. We are a condo association and are not responsible for the outer layer of the homes (aside from decks). They are requesting EVERY unit to either pay $6000 out of pocket or $66 per month for TEN YEARS. The dollar values to not align with the total cost or loan, and those who lived here the last replacement say they were not responsible for the repayment. We do not receive refunds for services not rendered such as snow removal when there is none, nor landscaping when its not done (and not because of weather). Numerous complaints go unattended and now the roofing project which most homeowners here will not be able to afford. Its also been brought to my attention a development in ************ fired them last year for lack of communication and services as well. They charge us $270/month as it is and provide very little services to us.

  Customer Answer

  Date: 08/23/2023

  The community attempted to join a board meeting scheduled for today 8/23/23. 
  They responded by saying too many people wanted to join, and changed it to a CLOSED DOOR, PRIVATE board meeting so residents are NOT allowed to be present in any way. 
  They said another meeting would be scheduled at a later date.

• Initial Complaint

  Date:07/24/2023

  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.

  The first complaint was a phone call, for the water leak, the last week of May 2023. There were four more phone calls, before a plumber was dispatched for the water leak July 1st. I was running two dehumidifiers, since the end of May, to help with puddles of water, every morning and evening, coming from the 4" soil pipe from above my condo. The plumbers found and corrected the leak the same day.I was told, that all the drywall, would be repaired, that was almost 4 weeks ago. Since I'm a little handicapped, I'm probably going to have to pay someone, to do the work.

  Business Response

  Date: 08/22/2023

  Community Manager reached out to ******************** to obtain the estimate he had received for repairs.  The estimate will be forwarded to the carrier for his condominium association and a claim opened on his behalf.