Complaints

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

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  FirstService Residential Texas, Inc.

  14951 Dallas Pkwy STE 600 Dallas, TX 75254-6874

  
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  FirstService Residential - Austin

  3424 Paesanos Pkwy Ste 100 Shavano Park, TX 78231-4412

  
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  FirstService Residential - Austin

  5316 West Us-290 Service Road Austin, TX 78735

  
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  FirstService Residential - Austin

  5316 West Us-290 Service Road Austin, TX 78735

  
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  FirstService Residential - Austin

  5316 West Us-290 Service Road Austin, TX 78735

  

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:02/10/2023

  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.

  Home Owners Association (First Service Residential)
  *Quarter 1 January dues were due 1/3/23 but entire residential neighborhood is showing a zero balance due to the HOA seeking higher funds. HOA scheduled an observation call today 2/10/23 at 9:30am CST only for residents to hear where and why there will be increases to Quarter One 2023 bill. Incorrect link was provided to residents by FSR, and correct link was sent after the fact with a time change of 8:30am CST resulting in no resident being able to hear the committee and the changes happening.
  *No HOA meeting has occurred since 2021 that allows residents to provide feedback or ask questions.
  *Property Managers changing without notice, or not having a listed property manager to handle issues
  *Failure of responses and answers to residential questions
  This HOA is collecting funds without accepting any feedback from residents, not responding in timely manner if at all to issues presented. Taking longer than provided amount of days given to accept/deny property improvement requests.
  

  Business Response

  Date: 03/23/2023

  Business Response /* (1000, 7, 2023/02/27) */
  Thank you for your feedback on this issue. We were made aware of the many challenges you outlined and have taken corrective action on the matter. We understand that the meeting to approve the budget has been rescheduled and that notice has been sent to the residents. With a new manager in place, we are confident that you will see a marked improvement in communication.
  When building out the meeting agendas, we do so at the direction of the board, who determines what will be covered and if they have time on the agenda for a homeowner forum.
  
  
  Consumer Response /* (2000, 9, 2023/02/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  HOA meeting was rescheduled with a new HOA Property Manager. Will revisit if listed issues are not corrected.

• Initial Complaint

  Date:11/18/2022

  Type:Product 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.

  Spring of 2022, received notification of a Special Assessment for mailboxes that were damaged in the under-construction area. Neither the HOA nor the Developer had the mailboxes insured. May 31, 2022, notification received for a Board of Directors Meeting. We were told the replacement cost was 20K, and a special assignment would need to be paid by the homeowners, $150 per home/unit. A virtual meeting was held, and homeowners were muted and not allowed to speak - the meeting was approximately 8 minutes. Community Manager, **** ******* read the motion regarding the Special Assessment of $150 per household, the Developer, ***** ******* 2nd the motion, and the meeting adjourned. The community manager emailed confirming 260 units are in Dove Creek (260X150= $39K). Why are we being charged an additional $19K, response: Funds will be used to pay insurance for the playground area and to be put back to help with future landscaping costs. Page 21 of our bylaws; In addition to the annual assessments provided for above, the Association may levy a special assessment on Class A Member lots for the purpose of defraying all or part of the cost of non-recurring maintenance, reconstruction, repair, or replacement of the Common Improvements and such fund shall be solely used for such purpose. The due date of any special assessment under the provisions hereof shall be fixed in the resolution authorizing such assessment. Insurance is not reconstruction, repair, and or replacement, and landscaping is recurring therefore they were attempting to pull one over on the homeowners. Current state several homeowners have refused to pay the $150 Special Assessment and instead pay the correct amount to cover 20K which would be $76.92 a household. Homeowners are being assessed late fees. Calls are not returned, and customer service is instructed to take messages and not share numbers with their corporate office. HOA funds are being misused just drive through and see for yourself.

  Business Response

  Date: 03/22/2023

  Business Response /* (1000, 5, 2022/11/21) */
  Attached are two documents that were sent out to homeowners regarding the Special Assessment. Cappuccio, the HOA's attorney, helped write the documents for the Special Assessment and made sure that the HOA was within the ByLaws. The developer approved the $150 Special Assessment per unit to cover the mailbox cluster replacements and help keep the operating account sustainable.
  Nothing was ever mentioned to the community about insurance coverage for the playground or landscape invoices. It is stated in the letter and FAQ why the Special Assessment was approved.
  
  
  Consumer Response /* (3000, 7, 2022/11/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am not finding any documents from the management company to review. Furthermore, we were advised on May 31 about a meeting in regard to a Special Assessment for the mailboxes. Nothing is mentioned about charging extra for the operating account. Nothing is noted in the FAQ's. I understand that First Residential would like to believe they trained all their employees to share as little as they can with homeowners but I have attached a screen shot and also found the homeowner who had the original email which is attached from **** stating funds would be in the operating account due to the cost of insurance and landscaping. I again shared a snip-it of our bylaws from page 21 - indicating that a Special Assessment could not be used on any non-recurring maintenance, reconstruction, repair or replacement of the Common Improvements area, funds that should be used is the funds that are supposed to be in a Maintenance Fund - as noted on Page 22 of our by-laws. Apparently we do not have a Maintenance fund?, so this is another by law that is not being followed. It is a little unsettling to know an attorney reviewed all these documents and said all by-laws were being followed. I am not an attorney and can clearly see that is a false statement. Our bylaws have not been followed, so now the question is who is to blame for this - You the management company will say The Foreman's as the Developer, but I say your management company. I say this because what is a management companies job? I would think a management company would follow legal documents associated with all the properties they manage, and a management company would not allow said customer - The Foreman's to go against a law binding document that has been provided to homeowners. I would invite a FirstService and a BBB representative to come to our community and see what a horrible job is done here. I believe if people from the FirstService Cooperate office were more involved and held the so called Community Managers a little more accountable, cooperate would understand why we are not standing for this sort of so called management of our HOA funds. We have dead trees in the Common Area, the landscapers are so lazy they mow over paper, spreading trash everywhere, never pull weeds, and our community never has HOA sponsored activities or events. So I would wonder furthermore where the annual dues of $412.00 x 260+ the extra $39,000, which was taken unlawfully by homeowners is going to cover, what is our money being used for; when we have no guidance and our property common area's look horrible. FirstService customer service is trained to not provided phone numbers or give names to individuals and no one calls homeowners back. If someone would have taken the time to discuss all homeowners concerns and acknowledge that this entire Special Assessment has been done incorrectly then homeowners would not be forced to share publicly the proof that FirstService is not managing our HOA, they are being managed by our HOA 1 member Board, Brett Foreman, who is making FirstService not read and follow HOA Bylaws.
  
  
  Business Response /* (4000, 9, 2022/12/01) */
  1. The FAQ states the following: "The total amount of this special assessment will be $39,000 to be collected, which will enable the association pay for the 5 mailbox clusters that were destroyed, as per the operating funds do not have enough to cover this expense and still be able to meet the monthly financial obligations of the HOA for 2022.
  a. I highlighted the section that was mailed out to every unit in Dove Creek, and it was also posted on connect for all homeowners to review. It was never once stated to any homeowner that the special assessment was for insurance or landscaping. Insurance was paid for the community in the beginning of 2022. The landscape contract was budgeted for 2022 and monthly maintenance would not ever be the reason for a special assessment.
  2. The special assessment was approved by the board of directors and sent and structured per the governing documents of the HOA. The wording can be found in the CC&R's under Article XXIV.
  3. FirstService Residential and Arbors Development are not to blame for the special assessment. Unfortunately, an event occurred that destroyed the five mailbox clusters and sadly a special assessment had to be completed to replace the mailbox clusters, as there were no operating funds to cover it.
  4. Landscape maintenance is contracted for the year, and Prime Landscaping completes what is in their contract. All the dead trees are in the process of being replaced, however due to the timing of year it will be completed when there will not be weather that will likely kill the new trees.
  5. In December 2021 FirstService Residential hosted a holiday event for the community which the cookies, hot chocolate and ornaments for children to decorate were sponsored by FirstService Residential. FirstService Residential team members, **** and *******, hosted the event in the common area for all residents of Dove Creek.
  6. All quarterly financial statements are posted on the community portal for homeowners to review, ensure that you are registered for the community online portal to be able to review them. I have also attached the third quarter financials to this email.
  7. FirstService Customer Care answers all of the questions that they have the information on, and if they cannot answer the question they leave the call open for the community manager to answer. The community manager then goes and calls/emails the homeowner with the answer. This is homeowner confidentiality per the privacy act so it would not be to your knowledge how a situation or call was handled.
  8. The Board of Directors is not one member, as the property is still under developer control the board is made up of three board members of Arbors Development. When you purchased your home in a developing community every owner was made aware that it is not a homeowner board until the transition period occurs which is slated for the end of 2023.
  
  
  Consumer Response /* (4200, 11, 2022/12/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  1. see again the attached FAQ which mentions nothing about $39K. Where are you seeing this?
  The meeting request we received is also attached again for your review; nothing again is said about $39K
  2. Please explain how you are not seeing that **** has noted with the Insurance added on the park, and to pay for landscaping, etc. for the rest of the year the developer made the decision to make it $150 per unit. This does not say the HOA board, but the developer and this email went out to 1 resident that asked the question - in the meeting we were advised the Special Assessment was for the cost of the mailboxes. - The original email thread is attached again for your review.
  3. First Service did not have the proper insurance nor did the developer so in a sense it is the management company's fault. See all the notes obtained by Insgroup, a Baldwin Risk Partner
  As of June, when information was obtained the mailboxes, nor the Park had been added to the insurance schedules - see attachment
  
  4. This is funny because these were just replaced again at the beginning of December so what happened to waiting for better weather?
  
  5. This is a very comical response to what the HOA has done - In December 2021 FirstService Residential hosted a holiday event for the community in which the cookies, hot chocolate, and ornaments for children to decorate were sponsored by FirstService Residential. FirstService Residential team members, Abby and Lincoln, hosted the event in the common area for all residents of **** ****** This event was held in an OPEN FIELD outdoors, no tables were provided, and no ornaments were provided. I took my grandson, and he was never offered an ornament or any holiday activity. There was a hot chocolate truck at the field and Abby stood in one place expressing her frustrations with the Foreman Family and offering cookies to the handful of people that came. This is nothing that I would consider as being community engagement or a Holiday Event. If this is what you think is a holiday event, someone needs to go to a hospitality training. Or check out the National Night Out event that I host for our neighborhood.
  6. Quarterly statements are posted but no itemized receipts are available - and there are laws focused on providing itemized receipts which I will soon be requesting.
  7. I called and still have not received a call back from anyone - sadly I am only getting responses because I had to take the route of involving the BBB - if someone would have done their job and called me back, all this information would not have to be posted publicly for all to see.
  8. We have had one Special Assessment meeting with ***** ******* in attendance, supposedly, since we moved here in 2019, we have had 2 HOA meetings and those were forced meetings from residents which did not accomplish anything.
  
  FirstService is being less than honest, they still have no proof of anything being sent to homeowners showing 39K, we only received information for the 20K, and do not have a receipt of the actual cost. The management company does not follow the bylaws - my neighbor had a window unit visible to the street for 8 months and nothing was ever done. The neighborhood has no respect for these people, therefore, no one abides by anything said because the management company does not abide by its own rules. What all neighbors say and are awaiting is the day this HOA is not developer ran and we can fire this horrible example of a management company.
  
  lastly, the management company should review its own website https://portal.connectresident.com/#/community/documents prior to making statements saying certain documents are available when in fact they are not. I have completed a screenshot as of today 12.7.2022 of all the documents on this site. Nothing that the responder to this complaint said was there.
  
  Homeowners want to see a change or No one is going to pay anything - we do not have holiday decorations for any holiday, our landscaping is horribly kept, the park is not maintained, and the management company wastes our money by sending a representative out here to take pictures of so-called violations to then turn around and send people "friendly reminders".
  
  as of now this complaint has not been resolved because the responder from FirstService is not telling the truth, it almost seems as if they are responding about another neighborhood and not Dove Creek, all responses are nothing but false.

• Initial Complaint

  Date:10/10/2022

  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 refuses to follow the Responsibility matrix for HOA that they have referenced on a foundation matter. They have no escalation path.
  It is a one sided conversation for home owners in the Legacy Town Homes IV foundation.
  
  Front Porches and walk ways are clearly stated to be common responsibility, and the Community manager refuses to discuss why she wont reference the document in her denial of responsibility.
  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/10/11) */
  We received complaints regarding the foundation in July/Aug from a neighboring home on Knox. Their engineer requested access to the entire building. We sent out notification to the owner about a possible problem beginning in July as a courtesy to the neighbor. In the notice we stated the hoa has no responsibility for the foundation of the home. The building is experiencing a foundation shift. It appears the owner received an inspection sometime in September. The matrix is clear that the foundation of the building is the responsibility of the owner. The Board was made aware, and reiterated to me that foundations are the responsibility of the owner. I have attached a copy of the matrix responsibility chart for the property. Attached is the responsibility matrix for your review.

• Initial Complaint

  Date:08/02/2022

  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.

  First service residential has potential illegally foreclosed on my property here in tx. The hoa board of my community has no knowledge of my foreclosure. According to state law the hoa board had to publically notify the community of a board meeting to vote for foreclosed. No public notice was sent, no board meeting, and no vote. I habe asked them several times to provide me wirh these documents. They are either unwilling or unable to produce them. Which is also a violation of TX law. The HOA board members have all blocke and the management company refuses to comply with our requests. I admit messed up and missed some dues. They sent my house to auction on July 5th a company bought it and is now trying to evict me.
  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 7, 2022/08/17) */
  FirstService Residential followed the association's collection policy and the board at the time approved moving to foreclosure back in 2020. The homeowner was sent numerous letters first from FirstService Residential and then from the attorney.
  The association's attorney has instructed us to not respond to the former homeowner. If he has questions, he should direct them to the association's attorney.
  
  
  Consumer Response /* (3000, 14, 2022/09/21) */
  ***Document Attached***
  First service residential did not follow texas law and no board members voted to foreclose on my property. There are no board minutes located anywhere showonf such vote. even on requesting documents in person and through email. None was ever provided. Hoa also signed an illegal ammendment to our CCR that gives FSR full legal authority to conduct business as they please.