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: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.

  They are supposed to be in charge of the HOA but haven’t done anything or fixed anything. The ponds have weeds extremely high and the grass was over grown into my fence. My husband had to go out there and trim the grass/weeds so it didn’t get onto our actual property. The pond still is a mess with weeds. There is no communication.

  Business Response

  Date: 12/01/2023

  Good morning,

  Our organization works with the HOA Board of Directions to uphold and enhance home values. I have been working with the pond maintenance vendors and the landscapers, ensuring all common areas are maintained. The community looks amazing. In regard to some natural landscape areas in the community, the landscaper had specific instructions on what is common area and what easements need to be maintained. I have met with the Pond maintenance team and am meeting with the landscaper to ensure any areas that need to be attended to, is completed. The landscapers do cut and maintain the pond areas but there are also areas that are natural and were made to be that way. I do also make myself available to all homeowners. They can email me any time at *********************************. I am also available at ************. When any issues are brough to our attention, we work diligently to resolve all issues. If any further information is needed, please do contact me. Thank you,

   

  Thank you,

  Customer Answer

  Date: 12/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  That’s not true. There is nothing natural about the color of this pond. The fish have all died, the weeds are super long. Except where my husband spent his time money and effort maintaining. I have pictures but the form will not let me attach them. 
  Sincerely,
  
  
  
  ********* ********

  Business Response

  Date: 12/07/2023

  Good afternoon,

  I am working with the landscaper and pond contractor to improve the vegetation and the natural color of the ponds as expected. I also visited the homeowner who assisted in showing me the area in question. A plan is being developed to cut the accessible area of the ponds. Thank you,

   

  Will continue to follow up with the homeowner. 

  Customer Answer

  Date: 01/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They are supposed to be in charge of the HOA but haven’t done anything or fixed anything. I complained and they acted as though they’d fix things so I let my complaint go! But they didn’t so hear I am again. The weeds are high. There’s a broken down car by the mailboxes nothings fixed. They are asking for dues but mismanaged funds. They have incompetent leaders and keep changing management.
  
  
  
  Sincerely,
  
  
  
  ********* ********

  Business Response

  Date: 01/05/2024

  Date Sent: 1/5/2024 1:43:44 PM
  

  ****** ********, Community Manager and **** *******, Regional Director with FirstServices Residential met with the owner submitting the claim on Wednesday.  We reviewed both items with the owner.  

  The vehicle parked on common property is not owned by a property owner and likely a renter.  We contacted the local police to get the car moved.  There is no phone number on file for the license plate and the police were unable to make contact with the owner of the vehicle.  We met with the resident submitting the complaint and she gave us the address of the apparent owner of the abandoned vehicle.  ****** and **** visited the home and informed the renter that the owner of the home has and will continued to be fined for the abandoned vehicle.  The renter said the car would be moved before the weekend.  The community has no towing requirements, only fining.  We will continue to fine.

  The lagoon in the area has not been trimmed.  ****** and **** reviewed the contract for landscaping in the are and the lagoon is not specified as an area to be maintained.  It is common ground and will need to be added to the list of areas to maintained.  We reached our to ** ******, the developer, to expand the contract to include this area.  We have yet to receive confirmation, but this should only be a timing issue, as the association is responsible for the maintenance.  ** ****** will likely expand the contract to include this area at the upcoming Board of Director's Board Meeting.

  Business Response

  Date: 01/17/2024

  The car at the mailbox has been removed.  We are meeting with the landscaper this week to resolve the issue with the lagoon maintenance.  We met onsite with 3 residents at the lagoon 2 weeks ago to understand the issues and have reviewed the contract and will meet the contractor onsite this week.

• Initial Complaint

  Date:06/29/2023

  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.

  The HOA has failed to disclose its ledger of expenses for the neighborhood. Additionally numerous items: Physical Security of the community center, and landscaping maintenance have not been to an acceptable standard. Our board and the management company have not been transparent of what is work is being done or not being done.

  Business Response

  Date: 06/30/2023

  Tell us The following statement is submitted to address the recent complaint:
  
  
  1. The HOA has maintained all grass and plants in common areas.  
  2. The property management group provides a ledger on the portal for all residents and any resident is permitted to go to the property management company office to view the ledger in detail. The portal also provides: Monthly Manager Reports, **** **** Governing Documents, Insurance documents, Financial Statements and much more.
  3.  Due to recent vandalism we are adding additional cameras and fobs to the amenity center for security. 
  
  Sincerely,
  **** **** HOA Board
  ******* ** ******
  ***** ******
  ***** ******** here...

  Customer Answer

  Date: 07/02/2023

  
  
  Complaint: ********
  
  I am rejecting this response because:
  
  
  
  There are several items which I have addressed to the HOA
  and First Residential that failing to be addressed.
  
  This includes Speed Limit Signage at the entrances of the
  neighborhood. 
  
  The door lock to the community building.  Just two days ago, I was able to enter the
  building without the use of a FOB.  This
  is one of the root causes of the community amenities being vandalized and being
  taken advantage of by individuals who do not reside in the community.  I do know about the incident of vandalism
  that took place.  What I do not
  understand is why the board did not contact BCSO to have a police report filed
  so that an insurance claim could be made to make all necessary repairs and
  replacements of HOA property at the pool.
  
  There are 4-5 palm trees in the community common areas that
  are dead.  These trees need to be
  replaced with new ones. All trees around the neighborhood need to be pruned and
  maintained. 
  
  There is a 4–6-foot segment of the sidewalk missing between
  **** **** and Waterside.  I addressed
  this with First Service and was told that the developer was going to fix this
  issue. It has yet to be fixed.
  
  Two areas of the irrigation system need maintenance.  One zone on Fern Tree erratically goes on and
  off during the rain.  Another zone at the
  entrance by the walking path requires some sprinkler heads to be adjusted.  When the zone at the entrance runs, a puddle
  impedes the walking path. Furthermore, I have noticed that numerous zones will
  run while it is raining.  This is a waste
  of HOA funds paying for water that does not need to be used.
  
  Numerous areas around the neighborhood, especially around
  the community center have grass that is starting to erode.  Additionally, I have noticed the landscapers
  do not come to mow as often as they used to. 
  
  The above items need to be addressed. Having a bright and
  inviting community center and neighborhood that is well maintained will bring
  many benefits to the neighborhood.  More
  importantly, having a beautiful and well-maintained neighborhood will increase everyone’s
  home value in the long run.
  
  I ask that these items be addressed at the next public HOA
  meeting and not another meeting that is just with the board members.  I also ask that the board give a valid reason
  for why these items haven't been fixed in a timely matter.
  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 07/05/2023

  Tell us whThis includes Speed Limit Signage at the entrances of the neighborhood. Signs have been ordered, the Sheriff's department has been contacted to grant them jurisdiction to monitor speed. 
  
  The door lock to the community building.  Just two days ago, I was able to enter the building without the use of a FOB.  This is one of the root causes of the community amenities being vandalized and being taken advantage of by individuals who do not reside in the community.  I do know about the incident of vandalism that took place.  What I do not understand is why the board did not contact BCSO to have a police report filed so that an insurance claim could be made to make all necessary repairs and replacements of HOA property at the pool. Videos of the juvenile suspects have been turned over to the local police. A police report has been filed, as was reported in the Facebook site. As stated in previous reponse, new mag locks have been ordered, efforts are being taken to correct the issues with the doors. The company contracted by FS have been notified about the issues with the doors. There are new locks being installed, this was also reported in our initial response.
  
  There are 4-5 palm trees in the community common areas that are dead.  These trees need to be replaced with new ones. All trees around the neighborhood need to be pruned and maintained. This has been reported to **** ****** on numerous occasions, this is part of the punch list. The board has notified **** ****** that we intend to seek legal advice as to the lack of response.
  
  There is a 4–6-foot segment of the sidewalk missing between **** **** and Waterside.  I addressed this with First Service and was told that the developer was going to fix this issue. It has yet to be fixed.  This has been reported to **** ****** on numerous occasions, this is part of the punch list. The board has notified **** ****** that we intend to seek legal advice as to the lack of response.
  
  Two areas of the irrigation system need maintenance.  One zone on Fern Tree erratically goes on and off during the rain.  Another zone at the entrance by the walking path requires some sprinkler heads to be adjusted.  When the zone at the entrance runs, a puddle impedes the walking path. Furthermore, I have noticed that numerous zones will run while it is raining.  This is a waste of HOA funds paying for water that does not need to be used. The irrigation system is currently on timers, it would not be prudent for us to call out the company when there is a prospect of rain in the forecast.  
  
  Numerous areas around the neighborhood, especially around the community center have grass that is starting to erode.  Additionally, I have noticed the landscapers do not come to mow as often as they used to. The landscapers have been attending to the mowing each and every week according to the contract. y here...

• Initial Complaint

  Date:06/15/2023

  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.

  I reside in the neighborhood in *** **** ** ******** ** *******. The Hoa that is over our community is first residential. At first, I never had issues with them. Until around late March early April of this year 2023. They had some maintenance folks come out and use a blower to clear off our roofs. The maintenance folks who came out left all the debris in my back yard and left my yard an absolute mess. So much debris(hay and straw) to where I cannot even walk around my back yard. I have reached out serval times for them to correct this issue. I did not get a response and received an email that they did not know who did and will not be able to help as of today 6/14/23.

  Business Response

  Date: 06/22/2023

  Hello,
  
  
  Thank you for taking the time to give us this feedback.
  
  
  FirstService Residential hired a vendor to handle the pressure washing of the buildings within The **** ** ******** ** *** ******* Homeowners Association.
  
  
  In doing so, it appears some of the straw on the roof had washed away at your property. Our team quickly sent someone out to remove some of the straw, caused by pine trees over the property dropping pine straw.
  
  
  That being said, our team of partner vendors can simply not control the nature/vegetation surrounding your property to continuously clear the straw as it continues to drop from the trees.
  
  
  As we've stated, we are sorry for this inconvenience and are open to continuing the dialogue here.
  
  
  Thank you,
  
  
  The FirstService Residential Team
  
  

  Business Response

  Date: 07/06/2023

  As promised, The landscape vendor was asked to visit the property in question to clean up any excess straw on the owners porch. The volume of pine trees in the area will continue to create straw being blown about; however, the Community Manager revisited the property today and personally blew off the porch and wiped down the siding from any debris. The Community Manager did seek approval from the owner first. 

  Customer Answer

  Date: 07/06/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ********** *****