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:06/16/2025

  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.

  Sherry Aywald is my community manager. She brings her dog into our community clubhouse and the dog goes to the bathroom all over our clubhouse. Pets in our clubhouse is a violation of our CCR’s and shouldn’t be allowed. She has told me that the HOA permits this. It’s still against CCR rules. Sherry is very rude and unprofessional and holds grudges and releases private information about residents. She should not be a community manager. She has removed me from my trailer lot after I paid a year in advance.

  Business Response

  Date: 06/23/2025

  All,

  The complainant has a long history of not following the rules within the community.  First, the resident was gaining access to the pool during the winter months and was swimming.  We asked him to cease this activity and he continued the activity and ultimately went to Facebook to post his activity of swimming in a closed pool and to let everyone know that he would not stop.  This activity led to his fine.

  The owner was parked in another owners RV space (not rented by him) and we notified that he did not lease this space and that he had no lease in the RV Yard.  There is no lease and/or payment for the 2025 season.  For this reason, he was removed from the facility.

  All of these actions were approved by the declarant, DR Horton. 

  I am working with our Human Resources Department to address the dog in the office issue.  We are currently reviewing the Rules and Regulations and applicable laws.  The declarant, DR Horton has no issue with the dog being on the premise and I am conducting a separate investigation on this issue.  We are uncertain as to our disposition at this time, but I will provide an update following the investigation.  If there is standing for the dog to be at the facility it will be allowed.  If there is no standing on the issue the dog will not be allowed on the premise.

  Sincerely,

  Paul *******

  Customer Answer

  Date: 06/23/2025

  I am rejecting this response because: it’s untrue! I have never had a complaint in the 17 years I’ve lived here. Sherry is unprofessional and should not be our community manager. There were no signs or anything posted that the pool was closed. They didn’t even put away any patio furniture as seen. I’m not disputing the fact that I was in the pool while closed, but my fine was more that it should’ve been because Sherry has emotional issues and should have a different job. I’m the only one mentioned in the violation, but she took  aggression towards even an 80 year old grandma! She shut off my amenitiy privileges before she even called me. She called the wrong homeowner and discussed with him what happened and thought it was me. The initial complaint was made by a home owner who has a similar business and she didn’t even take that in consideration. She called me and used curse words and was exceptionally rude before even introducing herself. She is currently in possession of my amenity card and will not give it back. She will not communicate with me because she feels like I’ve been aggressive with her, however, I’ve never used curse words or been angry. I’ve only questioned the rule and she takes that as aggressive because she doesn’t know how to do her job. She should  be our community manager and has been kicked out of other communities.

  Sherry took aggression towards an 80 year old grandmother and revoked her privilege as a homeowner even though she was never mentioned in the violation. The violation only referred to and addressed to Joe **********. The term owner was never used. I am requesting that amenities privileges be restored for other deeded owners because of this. It is a violation of CCR’s to prevent current owners a right to enjoyment. 

  her dog in our amenity center is a violation of our CCR’s - her dog also deficated and unrinates inside our amenitiy center. I am asking first service be responsible for the cleaning of our amenity center. 

  We have paid our storage space in the past in even for 2025. I have not received a refund as of yet and am requesting that. The owner of space 28 allowed me to be in the space and I have it in writing. Currently Doug Oko is using a different space that he doesn’t pay for and nothing has happened to him. Sherry is treating me differently than other residents.
  

  I was fined $350 for being in a closed pool and calling Sherry mean after she hung up on me. People have dedicated in our pool several times in the past few weeks and she has done nothing or fined them at all.
  

  Sherry has denied me an appeal and that is a violation of CCR’s. 

  Sherry is a liability to our community, first service and DRH - please remove her from our community. Sherry is unprofessional and needs to find a job she won’t complain about. The residents here do not like her. I’ll get more people to fill these out if needed.

  Sincerely,
  Joe **********

• Initial Complaint

  Date:05/16/2025

  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.

  I am under contract to sell my home. I have been a resident for 2 years. After being under contract for over a month, I receive an email today that I am required to pay a $300 fee to FirstService Residential for an HOA assessment fee in order to have the HOA information released to the buyers by my closing date, and I have 10 days to comply, with only a little more than that time to comply or else I lose my contract. I paid my annual HOA fees in December, which equal around $325 for the year. Why am I expected to pay almost the same as my annual fee in order to close on my home? Especially when it’s simply because they just took over the community I’m in? I never signed or agreed to this charge when I moved in, so how can they legally do this? I’m not the only one in my neighbobrood experiencing this issue. Many have been blindsided by this “fee” aka scam to make more money.

  Business Response

  Date: 05/21/2025

  Good afternoon,

  The $300 fee is for the resale certificate. This is a standard fee. Most attorneys do not pay upfront just in case the closing does not go through.

  I hope this helps!

  Customer Answer

  Date: 05/22/2025

   I am rejecting this response because: I never signed anything agreeing to having to pay $300 for a resale fee. Why would a resale fee be about the same as the annual fee for the HOA itself? I would understand a $50 fee, even though that still wouldn’t be right, but $300 is asinine at best.
  
  
  
  Sincerely,
  Steven W

  Business Response

  Date: 06/17/2025

  Good afternoon,

  This is the charge to put together the resale certificate. A resale certificate, also known as a resale license, reseller permit, or tax exemption certificate, is an official document issued by a state’s tax authority. It certifies that the purchaser intends to resell the goods rather than use them for personal consumption. By presenting a valid resale certificate to suppliers, businesses can acquire inventory tax-free, ensuring that sales tax is only collected when the final consumer sale occurs. This mechanism helps prevent double taxation in the supply chain. 
  
  Thank you so much.
  
  
  

  Customer Answer

  Date: 06/17/2025

  I am rejecting this response because:

  it certainly doesn’t cost over $300 to do this, and I never agreed to having to pay such a high price. You sent me the bill with no time allotted to fight it in order to sell my home on time. If it was $50 like other places I’ve heard about, it would still be wrong but I’d accept it. $300+ is highway robbery and I won’t stay silent and just let it happen while you line your pockets with my hard earned money to print a piece of paper that costs you maybe $0.17.
  
  
  
  Sincerely,
  Steven W

• Initial Complaint

  Date:03/27/2025

  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.

  I pay an insane amount for my HOA. I submitted a work order and it has been months one of which has been YEARS ( from hurricane season of 2022) old and I ended up having to hire my own contractor to do that work. This current one has been forwarded to a contractor and they refuse to give me his contact info. I have called every day since feb 16th trying to get more info and I keep getting the run around that they will call me back, my messages are being marked urgent and they are escelating the issue. They are always "trying to get in touch with the main office" and MY HOMEOWNERS INSURANCE HAS BEEN TERMINATED DUE TO THE REPAIR TAKING SO LONG. I AM CURRENTLY WITHOUT HOMEOWNERS INSURANCEUNTIL THE REPAIR IS DONE.

  Business Response

  Date: 03/27/2025

  Good Morning,
  FirstService Residential is the managing agent for Crowfield Village
  HOA, Inc. and is contracted to manage the daily business of the Association as
  outlined in the Association's governing documents and at the direction of its
  Board of Directors. The Association contracts exterior maintenance repairs with
  Brown & Sons Restorations as their preferred repair vendor. Unfortunately,
  we have no control regarding scheduling by outside vendors. Attached is a
  history of the work order regarding the roofing shingle repair associated with
  Ms. ******'s unit. I have provided documentation of communications with the
  vendor. The vendor advised as of this morning that the missing shingle will be
  replaced today. Please let us know if we can assist with anything further.
  Thank you.

  Tanya *****

  Sr. Portfolio Manager

  FirstService Residential

  
  

• Initial Complaint

  Date:03/24/2025

  Type:Billing 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.

  My annual dues were paid in full in December, 2024, with a Cashier’s Check and hand delivered to Michelle F*******, Regional Manager. As you can see, posting of this payment is not reflecting correctly. There are no other charges or fines. I have brought the accounting errors to their attention for many years. ALL payments (ie. Architectural application fees, fines and dues) should be reflected correctly and clearly on the HOA members acct.

  Business Response

  Date: 03/24/2025

  Good afternoon. Please see attached screenshot from the FirstService Residential resident portal of ******** ******'s account. There is a $0 balance. The screenshot/attachment that ******** ****** provided is not from FirstService Residential or our resident portal. 

  Please let me know if you need anything further from me.

  Sincerely,

  Michele F*******

  Regional Director

   

• Initial Complaint

  Date:08/26/2024

  Type:Facilities 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 rented the clubhouse of Etiwan Pointe for a small event. FirstService Residential was in charge of managing this facility and keeping it clean. They charged $200 for its use. When we arrived to set up we found the facility was not in a clean or presentable state. Both restrooms (not just the men's room as they claimed) were absolutely filthy and had clearly not been cleaned in some time. Trash had not been emptied, bugs were all over the floor, blinds were not functional, decor had clearly fallen off the wall, and there was ceiling damage that had caused debris to fall on the floor and had not been cleaned up. It took significant time to clean up the facility to make it presentable for our event, which should not have been our responsibility. Attempts to resolve this with FirstService Residential just resulted in excuses and minimization without any true resolution offered. We would like the cost to rent this facility refunded, as it was not in an acceptable condition and it was the job of FirstService Residential to keep this facility clean.

  Business Response

  Date: 09/03/2024

  The day before the homeowner contacted the BBB, I sent her an email to let her know that a full refund for the $200 clubhouse rental fee would be sent to her. I have attached the check request that was submitted. Unfortunately, because our office was in the last few business days as the managing agent for Etiwan Pointe Amenity, we could no longer issue check requests. However, I contacted the new management company, ******* **********, and sent them a copy of the check request and asked that they ensure Ms. ******* receives a refund. 

  We are apologetic for the conditions on the clubhouse upon her arrival and feel a full refund is owed to her.

  Customer Answer

  Date: 09/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  A refund has still not been received and there has been no proof or status update on the actual issuing of the refund check. While I understand the property management has changed hands, it was under FirstService's management at the time of the rental and therefore I believe it is FirstService's responsibility to manage this issue until it is fully resolved (the refund check has been received). I have no contact information for whoever this refund request was allegedly handed off to at the new management company and do not feel it is my responsibility to jump through hoops to check the status of this on their side and make sure it is handled properly, as they were not involved in the rental of this property. FirstService should be staying in communication with the new property management company and providing updates until this issue is fully resolved. Furthermore, the BBB complaint was submitted on 8/24 and an email stating FirstService had requested a refund was not sent until 8/26.

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

  Business Response

  Date: 09/10/2024

  On September 3, 2024, I emailed Sally Thackston and John Eysen of ******* **********. Sally is the manager for Etiwan Pointe Amenity and John is the new manager for Etiwan Pointe Phase 3. I explained that Ms. ******* was due a refund of $200 for her clubhouse reservation fee due to the conditions of the facility upon her arrival. This morning, and following the receipt of this additional complaint, I sent a follow-up email to John and Sally requesting their acknowledgement of receipt of my email and that they would be processing Ms. *******'s refund check. Both emails are attached along with the Check Request form that I attempted to submit internally with FirstService Residential on August 28, 2024. Om August 29th, the association's bank had been closed off for our access thus we could no longer issue any check payments on behalf of the association. 

  Business Response

  Date: 09/10/2024

  Attached is confirmation from the Ravenel management company that they will process the check refund. They are waiting for the August financial statements to be completed and then the refund check will be issued. 

• Initial Complaint

  Date:08/13/2024

  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.

  On 3/11/2024 I submitted a service request for a roof leak with pictures, The service request was performed 03/27/2024 and closed. On 05/03/2024 I submitted another service request for a roof leak and it was closed on 5/17/2024. I called to see if the work was completed as this service request did not have notes. I was told it was. I then paid someone to patch up the cieling cave and repaint the cieling. On 7/11 I was told the ciling was leaking yet again. I contacted HOA to see who was responsible for roof replacement. The HOA informed me it is the responsibility of the Association to replace roofs (Thank you for contacting us. Since the roofs are the responsibility of the Association, owners are not able to replace them although the Association is not replacing roofs at this time. We are happy to place a work order for roof repairs if you can provide us more information on where the leak is located.) On 7/22 I submitted another service request telling them where I beilive the roof leak is coming from like I previously did before and sent pictures. I contacted them on 7/26 to see if someone came out to look at the roof and was told it was still pending, I sent pictures of the ceiling from the storm 7/25 and requested a tarp. On 8/2 I contacted HOA to request a tarp due to TS Debbie heading to SC. I received a response on 8/5 telling me to tarp it. On 8/09 I called my insurance co to file a claim due to the damage to my ceiling, and floors . On 8/12 I called HOA after the adjuster came out to let them know I need a new roof and I can't make repairs until the roof is fixed. I have a renter in the home who has a rental voucher. I do not want to have someone displaced due to the HOA not fixing their roof. I need to get the repairs done before the housing inspection. This company is unresponsive to urgent matters especially when it comes to items they are responsible for. I need a new roof ASAP.

  Business Response

  Date: 09/04/2024

  Good Morning,

  FirstService Residential is the managing agent for Crowfield Village HOA, Inc. and is contracted to manage the daily business of the Association as outlined in the Association's governing documents and at the direction of its Board of Directors. The Association contracts exterior maintenance repairs with B & S Restorations as their preferred repair vendor. Unfortunately, we have no control regarding scheduling by outside vendors. Attached is a history of work orders regarding roof leak repairs associated with Mrs. S*****'s unit. Unfortunately, several repairs were delayed due to weather. TS Debby brought more than 20" of rain, resulting in major flooding throughout the tri-county area. The vendor advised all repairs were completed as of 08.23.24. Please let us know if we can assist with anything further. Thank you.

  Customer Answer

  Date: 09/05/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  Lawanda G****

  Customer Answer

  Date: 09/10/2024

  I am rejecting this response because:  

  I prematurely closed my inital complaint thinking that First Residential had contacted a compentent contractor to repair my roof leaks complaint #********. Today 09/10 my repairman was in the process of repairing a cieling in the front room of my house and saw that the roof was still leaking. This has been going on since March of 2024 and is still not resolved. They have paid out a total of $2,446.00 on behalf of Crowfield Village HOA to B&S Restoration. It appears that this company doesn't have the expertise needed to repair roofs or performing shotty work to keep billing the HOA. This is a waste of funds and is beyond pathwork. I need a new roof period.

  Sincerely,
  Lawanda G****

  Business Response

  Date: 09/10/2024

  FirstService Residential is the managing agent for Crowfield Village HOA, Inc., operating under the direction of the association's Board of Directors. As stipulated in the association's bylaws, all decisions are made by the Board.

  At this time, the Board has not approved roof replacements due to budget constraints. However, the Board is working with their preferred vendor to address exterior maintenance and perform minor roof leaf repairs as outlined in the governing documents.

  We received a new work order request from Mrs. Stevens on September 10, 2024, at 11:15 AM, reporting that her roof is still leaking. This request was forwarded to the association's vendor at 11:23 AM, with a note to expedite repairs due to Mrs. Stevens' ongoing frustration with the issue. The work order is documented in the attached communication sent to the vendor earlier today.

  The work order is currently pending scheduling with the vendor. We will continue to seek updates from the vendor and monitor the progress until the repair is completed. 

  Thank you for your understanding and patience.

  Best regards,

  Tanya Z****

  Sr. Portfolio Manager

  FirstService Residential

  Business Response

  Date: 09/10/2024

  Attached are previous work orders regarding roof leak repairs completed by the Association's repair vendor as outlined below:

  Work Order # 222: roof leak. Received 3/11/24. Completed per vendor 3/21/24.

  Work Order # 247: roof leak. Received 5/3/24. Completed per vendor 5/17/24.

  Work Order # 273: roof leak. Received 7/22/24. Completed per vendor 8/15/24.

  Work Order #308: roof leak. Received 8/21/24. Completed per vendor 8/23/24.

   

  Customer Answer

  Date: 09/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the work has yet to be completed.
  
  
  
  Sincerely,
  
  
  
  Lawanda G****

• Initial Complaint

  Date:06/04/2024

  Type:Service or Repair 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.

  FSR owns/manages the community I live in. They made a mistake and blocked my ability to make online payments for HOA dues. I reached out to the community manager, who assured me in writing that she acknowledges I have no method to make a payment. I have multiple emails from her (KerriAnn Matthews) stating my account would remain in good standing and no late fees would be charged. This went on for over a year and a half. I consistently followed up and received the same promises in writing. About a month after my last communication, I received a letter saying that my account had been reported to a debt collector and I owed over a thousand dollars in late fees. I immediately contacted the community manager who said it was a mistake and that the account was taken out of collections. I was asked to be patient until they resolved the account payment issue (as I still was unable to make a payment online). 6 weeks later I received another letter stating my account was still in collections, and they had added more late fees and threatened to put a lien on my property. I reached out to the community manager again, who did a 180. She said she wouldn’t help me anymore and I needed to deal with the attorney’s office. I have all communications by email saved, in which she promised this would not happen and that my account would remain in good standing, with no late fees. I believe that I am being targeted because of my religion (something the community manager found out about right around the time she said she wouldn’t help me anymore). I have been begging for them to fix my payment account, so I could pay the dues that I owe, but after 2 years the issue has still not been resolved. All I want is a method to pay what is owed and for them to honor what they stated many times in writing, no late fees or interest, because I had no way to make a payment. I am happy to share the emails, that have been reshared with First Service Residential.

  Customer Answer

  Date: 06/09/2024

  The issue has been resolved as far as payment goes.  Despite the emails I shared with them they were threatening legal action, so I had to pay.  They removed the late fees, but made me pay attorney fees, as well as a couple other fees that don’t make a lot of sense.  The issue of neighbors, including myself, being targeted unfairly by the HOA reps, who are chosen by FSR is still a huge issue, and I’m surprised there have not been more complaints, as it’s a daily topic on the neighborhood Facebook page.  Their actions have tarnished the communities reputation, and make residents feel uncomfortable in their own neighborhood.  I know longer care about the payment part of my complaint, as I want to move forward, but I would like a change in the way residents are being treated by the company that is supposed to help manage our community.  This is a local FSR issue, but I had sent info to the regional director, and received no reply.  Many others in the community have complained to FSR about their employees who work in the HOA office.  They either need to change their attitudes, or make a personal change.

• Initial Complaint

  Date:03/13/2024

  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 have addressed the First Service HOA about a dead tree behind the fences line behind my backyard which is the common maintenance area to cut it many time because of the danger of it falling into my yard but was ignore many time, they always said the will forward to the local Board of Director to resolve it but no one has contact me whatsoever ever since, and I contacted them early last year, and just recently contacted them on January of this year and now is March 12, but was ignored again, no response, I don’t know if they know they should responsible to take care of dead tree that posing danger of falling on people’s yard and possibly falling on them or their children, any way is HOA is a joke and I paid my HOA every year early not late

  Business Response

  Date: 03/28/2024

  This owner reported a tree concern in the common area behind their home. The fear is that the tree may be deceased and if it fell it would cause damage to their property. This was reported to the landscapers whom dispatched an arborist to inspect the tree to make a determination if the tree was viable.  During this time, the Board of Directors was in the middle of changing the landscape company.  It was found that the previous landscaper did not inspect the tree as requested, so the new company had to started the process all over again.  This was in late January or early February.  During the permitting process with the City of North Charleston it was determined this tree was in a protected wetlands area, which caused additional delays in obtaining the necessary permits to have the tree removed.  The permits now have been received and the tree was scheduled to be removed on 3/27/24.

• Initial Complaint

  Date:01/09/2024

  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.

  Since First Service Residential has taken over, they’ve changed our HOA fees from monthly to yearly, giving homeowners less then 30 day notice for dues to be paid in full. They have sent out mixed signals about HOA fees due dates, first saying owners had until March 14th both in writing and during HOA meeting, then on Jan 2nd announced they wanted all the fees paid by Jan 15th or they would add late fees.
  They have also not been willing to show where homeowners HOA dues are being utilized. They have given out generic statements showing what they are paying for saying homeowners are paying for pond maintenance, janitorial services and pressure washing. When asked who is actually providing services because homeowners have not seen services actually being provided they have been unwilling/able to show who has been doing it. When it comes to janitorial and pressure washing, the homeowners have actually been doing those services without reimbursement. The money homeowners are paying are just disappearing with out any accountability from Frist Service Residential.

  Business Response

  Date: 01/09/2024

   The property mentioned in this complaint is handled by our office in Charleston South Carolina. Please redirect this complaint to them.

  Thank you.

  Business Response

  Date: 01/12/2024

  The homeowner's dues for the ********** *********** are due on the first day of the calendar year.  FirstService Residential has provided an extended period to pay the assessments.  The last date the assessments can be paid is March 14th before any fines are levied.  

  The October financials have been posted for all homeowners to review on the web with instructions on how to access. November will be posted shortly.

  The community does have a contract to clean the bathrooms at the pool and pond maintenance.  We will provide the information on these at the upcoming community meeting.

  There is no pressure washing contract.

  We are happy to field any additional questions at the open monthly community meetings.

   

  Customer Answer

  Date: 01/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I would like to know if we have not had a pressure washing contract where did the 1500 go that was in the last attachment. The October budget is not viewable for the Homeowners as was stated in last meeting with First Service and thank you for sending out second email today letting us know you will honor the original March time frame.
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 01/23/2024

  All,

  The previous manager did have the pool house and deck pressure washed earlier this year prior to ******'s arrival as manager.  I have attached the invoice for reference.  Sorry for the lack of historical knowledge on this one.

  Best regards,

• Initial Complaint

  Date:11/29/2023

  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 HOA management company has by far been the worst. Not only have they completely ignored and been unresponsive to owner complaints and questions they have also not provided request services. They have not paid bills (our pool was closed for lack of payment). The community is dirty and the ponds are unkept - all of these are “budgeted” yet it is clear nothing is being done. Many owners have filed complaints with no response or follow through. They have not worked with the builder to complete their clean up. There is a complete lack of communication and zero follow through on any requests. The worst.

  Business Response

  Date: 12/01/2023

  Good morning,

  Our organization has been communicating with the homeowners of this community. In fact, we are in the middle of a transition. Communication was sent out regarding a call for candidates to all homeowners. Since i have managed the community there hasn't been any issues that haven't been addressed. I am sure there were some issues prior to me being appointed the new manager of this community but they were resolved in a timely manner. The HOA of this community is the developer, and we are currently working to transition this community to the homeowners. The developer is still in process of completing some items but have been working with me to ensure we complete all tasks. All residents can contact me at *****************************.com or at ***-***-****. If any further information is needed, please do contact me at any time, Thank you,

   

  Thank you,