Complaints

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

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  FCS Community Management

  12227 S Business Park Dr Ste 200 Draper, UT 84020-6520

  
• 

  FCS Community Management

  495 N University Ave Ste 100 Provo, UT 84601-8417

  

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:03/05/2024

  Type:Order 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 writing to file a formal complaint against FCS Community Management for their failure to fulfill their contractual obligations regarding the maintenance of common areas in ****************************. Despite repeated requests and complaints from residents, the company has consistently neglected its duty to maintain the property, leading to a decline in the quality and safety of our living environment.The management company is contracted to maintain common areas, including landscaping, waste management, and general upkeep. However, they have allowed these areas to decay and become dilapidated. For example, dog waste is left to accumulate, creating unsanitary conditions. Dead trees, which pose a safety hazard, are left to fall over, and plants that the community has paid to have planted and maintained are left to die. This neglect not only detracts from the aesthetic appeal of our community but also impacts our quality of life and property values.Furthermore, the company's employees have demonstrated a lack of competence and effectiveness in their roles. Requests for maintenance are often ignored or inadequately addressed. On more than one occasion, I have been provided with false information by the management, leading me to seek legal assistance to resolve these issues.It is disheartening to see our community's standards decline due to the management company's inaction. Residents pay fees with the expectation that the common areas will be properly maintained. Instead, the company appears to be more interested in collecting fees than in providing the services they are contracted to deliver.I urge the Better Business Bureau to investigate this matter and hold FCS Community Management accountable for their failure to meet their obligations to our community. Our residents deserve to live in a well-maintained environment, and it is unacceptable for the management company to neglect its responsibilities.

  

  Business Response

  Date: 03/06/2024

  ******, 

  I appreciate you taking the time to bring your concerns to our attention. We understand the importance of maintaining a high standard of living within the community and share your commitment to ensuring the well-being of ****************************.

  I would like to clarify that as FCS Community Management, our scope of work is carried out under the direction of the current ***** of ********** which is presently represented by Edge Homes. Our responsibilities are guided by the directives we receive from the *****, and we do not operate independently in matters such as maintenance and landscaping. As mentioned before decisions related to maintenance companies, landscapers, and other service providers are made by the *****, and we work in accordance with their instructions.

  
  Regarding the specific concerns you raised about the state of the common areas, we have noted your dissatisfaction and are willing to address these matters with the relevant parties involved. Please be aware that Edge Homes, as the current *****, is responsible for the selection and oversight of maintenance and landscaping contractors. We are more than willing to communicate your concerns to them and have does so with the current communications i can see on your account. 

  
  It is my understanding the sod outside you home was patched last year and last year and Edge is working with the landscaper currently regarding plant and tree replacements. Edge Homes has been actively engaged with the landscaper concerning these issues. Additionally, the *** has initiated actions against individuals you reported for violations, demonstrating a commitment to address community concerns.

  
  However, I understand that the frequency of community cleanup has been a concern. The ***** has only budgeted for quarterly cleanups of the communtiy to manage costs effectively. Conducting cleanups more frequently, such as addressing dog waste reports individually, would significantly impact assessments for all residents. We appreciate your understanding of this budgetary constraint and assure you that the ***** is continually evaluating and adjusting priorities based on community needs.

  
  We do take your concerns seriously and are committed to working closely with Edge Homes as the ***** to find effective solutions that enhance the overall living experience of the homeowners who live in ****************************.
  Should you have any further details or specific instances you would like us to address, please feel free to provide them, and we will do our best to facilitate communication and resolution.
  

  Thank you for your patience and understanding as we work together to improve the community.
  

  Sincerely,

  ********************;

  Director Of Client Relations 

  ************

  *******************

• Initial Complaint

  Date:07/26/2023

  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.

  On 6/27/2016, at ************************************. ************, ****, the basement window well fills up with water, owners notifies FCS Community Management. O 6/29/2016 FCS states: The landscaper are working on repairs to the sprinkler system around the window well. FCS Community Management facilitates vendor maintenance for the association and assists when emergency issues are reported.Unbenonsued to me I finished my basement however water continued to leak into the basement window and caused damage to the flooring, drywall, and potentially the foundation because FCS Community Management / TownHome 1 ****************** did not complete the proper repairs. On 3/23/23 I filed a claim with my insurance company due to a leak in the upstairs toilet that flooded the main floor and basement. The *** approved the *********** ***s insurance paid the claim on 5/30/2023, In addition to the restoration bill from **** Property Solutions for the original Restoration. Adjuster *********************** with ********************* and *********************************** of Surety have both advised that the repairs be expedited at the last board meeting back on 4/26/2023 as a whole to prevent further water intrusion to the property and cause further damage to property As of 7/26/2023, No repairs have been completed. I contacted The Property manager ********************************* who acted confused and even sent an email out that didnt coincide with the current situation. Since the Loss back on 3/23/23, The Property Manager, Daybreak TownHome 1 ******************(***), and FCS Community Management were all emailed multiple times in detail without response.My Home is currently uninhabitable due to the incompetence of the Townhome 1 ******************(***) & FCS Community Management and I am seeking immediate relief.

  

  Business Response

  Date: 07/27/2023

  ******, 

  We, FCS Community Management, are the *** management company hired by the TownHome 1 ****************** to facilitate vendor maintenance for the association and assist with emergency issues reported by homeowners. We understand your concerns regarding the water damage to your basement window well and subsequent issues that have affected your property.

  
  Firstly, we sincerely apologize for any inconvenience or distress this situation has caused you. We acknowledge that there was a reported issue with the basement window well filling up with water, and we did communicate with you on June 29, 2016, regarding the ongoing repairs to the sprinkler system around the window well, which were being addressed by the landscapers.
  We regret to learn that despite those repairs, water continued to leak into your basement, causing damage to your flooring, drywall, and potentially your foundation. We also understand that this issue was further exacerbated by the upstairs toilet leak on March 23, 2023, which resulted in the flooding of your main floor and basement.

  
  We want to clarify that as the *** management company, we do not have control over the *** board's timelines for repair projects or how and when they allocate their funds. However, we want to assure you that we take all homeowner concerns seriously and strive to facilitate the necessary actions to address them promptly.

  
  As of July 26, 2023, we understand that no repairs have been completed, and we recognize the frustration and urgency of the situation. We have been in communication with Adjuster *********************** from ********************* and *********************************** of Surety, both of whom have advised expediting the repairs to prevent further water intrusion and damage to your property.

  
  We can confirm that there is already a proposal in place for the necessary repairs, including fixing the damages to your unit, replacing the window well, and addressing any other construction defects that *** have affected your home. However, we regret the delays in getting these repairs initiated and completed.

  
  We apologize for any confusion caused by our previous communication with the property manager, *********************************. Rest assured, we are working diligently with all parties involved to resolve this matter as swiftly as possible.

  If you have any further questions or concerns, please do not hesitate to reach out to us directly at Phone **************| Email *******************
  ********************* | Director of Client Relations
  
  
  
  

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20380456
  
  I am rejecting this response because: It was in April that both ******* and **** adviced the board which the board failed to do or FCS community management, In addition I sent several email identifying that I was homeless and without a home. The *** / FCS Community service needs to financially compensate me for the lost of living expenses to maintain my mortgage at the current market rentable rate..
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/01/2023

  Dear ******, 

  I understand your frustration, and I apologize for any inconvenience you've experienced. However, as the management company, we must reiterate that we do not have the authority to make decisions on behalf of the board. While we can offer advice and provide information, the final decisions regarding *** policies, budget allocation, and any financial compensation lie within the jurisdiction of the board.

  
  Regarding the advice provided by ******* and **** in April, I regret any miscommunication that *** have occurred. As the management company, we strive to assist homeowners to the best of our abilities, but we are not responsible for the actions or inactions of individual board members.

  
  It's essential to direct your concerns and complaints regarding the decisions made by the *** board to the board itself(********************************). Attending board meetings or running for a position on the board is an excellent way to actively participate in the decision-making process and contribute to the community's progress.

  
  While we cannot provide the financial compensation you are seeking, we remain committed to being a liaison between the board and homeowners. We will continue to update you on relevant matters and address any concerns you *** have within our scope of responsibility.

  
  If you believe you are entitled to financial compensation, we advise you to follow the appropriate procedures outlined by your *** and seek legal counsel if necessary.

  
  We genuinely appreciate your understanding of our position as the management company, and we are here to support and assist you to the best of our abilities within our designated role.

  
  If you have any further questions or require additional information, please do not hesitate to reach out to me directly. Thank you for your understanding and cooperation.

   

  ********************* | Director of Client Relations | Phone **************| Email *******************

• Initial Complaint

  Date:07/26/2023

  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.

  Weve emailed several times now and all our emails have gone unanswered. We emailed about a broken garbage can as well as a request for a new gate opener and of course no response. Its been weeks almost a month. Weve asked for a resolution regarding reimbursement for cleaning up the vandalism that occurred in our community park which by their own admission wouldve taken them weeks to resolve themselves. We saved them the trouble and did it in a day. At this point its been a full month and still no response. It shows a lack of professionalism and a lack of seriousness in the care they provide the communities they manage. Theres literally no management of anything taking place and yet I am paying for it. When you call the office, they make it seem like they have no power to do anything to help you that this goes above them or beyond them. Then you submit a complaint against the *** company itself and they turn around and say its some thing our *** board should be able to help us with and not something the *** company itself can help us with. They refer us back to contacting our *** board or joining the *** but when I asked for additional info fail to respond. It shouldnt take multiple complaints, emails, and repeated phone calls to get a hold of someone to resolve an issue. That is if its even resolved at all because theyre really experts at giving you the runaround and no resolution. My husband and I have been incredibly patient. If we have to pay our attorney to get simple resolutions, we will be able to provide ample proof to show the court that this company has failed to respond or take action at every possible opportunity. You best believe we will also be expecting the *** to pay our legal expenses too. Its really not that hard. Its called doing your job and making an effort. They should try it sometime and maybe they wont have as many complaints from residents at multiple communities regarding the same issue of failure to respond and take action.

  

  Business Response

  Date: 07/26/2023

  *****,

  Regarding the reimbursement for cleaning up the vandalism in the community park, I want to clarify that as the *** management company, we do not have the authority to make decisions on reimbursements. The board of your association is responsible for such decisions, and we must abide by their directives. I can confirm that your community manager communicated the board's decision to deny the reimbursement, citing damage caused during your cleaning efforts.

  The broken garbage can request that was placed on July 17th, I want to clarify that typically, such requests are processed promptly and the new trash receptacle is delivered within two weeks. However, the timeline for delivery may vary depending on the availability and scheduling of the trash vendors. While we do not have direct control over the vendors' timelines, we understand the importance of a functional garbage disposal system for your community. We will follow up with the appropriate parties to get updates on the status of the delivery and ensure that the matter is resolved as soon as possible.

  
  Regarding the request for a new gate opener, I apologize for any confusion as gate remotes are not processed through our *** management company. Instead, these requests should be directed to your board member, ****, via email at ************************.

  If there are any other outstanding issues or if you require any further assistance, please do not hesitate to contact me directly. We are dedicated to improving the level of service we provide to all residents of the ***'s we help manage.

  ********************* | Director of Client Relations | Phone **************| Email *******************

• Initial Complaint

  Date:07/12/2023

  Type:Order 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 community management company has squeezed every homeowner for everything they have for their monthly dues. Since purchasing my home in 2021, the monthly dues have gone up but less services have been provided.
  Every homeowner was expected to pay for updates to some buildings, but not all buildings. So I paid for someone else’s house to be updated and have things replaced.
  They have decreased the use of snow removal in the driveways for residents. This complex specifically is on many hill streets, they will plow down the road and block the driveways completely with a 3+ ft berm of snow on some days. Yet our dues went up, after they decreased this service?
  The landscaping is being done every other week to conserve cost, yet the dues went up?
  The landscapers do absolutely nothing. There are patches in the lawns, dead spots, stumps left from trees that have been cut down but not replaced, they can’t mow a straight line to save their life. There are patches every single time they mow. 275+ a month and for what?
  Now we get a letter for an extra $200 due August 1st for road repairs. No notice before hand that they were even thinking or considering this in the future.
  There is absolutely no benefit to this place and at this point we are just paying people’s increasing salary.

  

  Business Response

  Date: 07/17/2023

  ****, 

  We appreciate you bringing your concerns to our attention. We understand that you are frustrated with the current state of services provided by the community you live in.

  Firstly, we would like to clarify that we are not the landscaper and do not have direct control over their timelines or the quality of their work. However, we are committed to ensuring that all services provided to the community meet the expected standards. If you have specific issues with the landscaping, such as dead spots, stumps, or patches in the lawns, we would be more than happy to reach out to the landscapers and address these concerns on your behalf. Please provide us with detailed information so that we can take appropriate action.

  As a management company, we are hired by the board of directors and work under their direction. Our primary responsibility is to oversee the general operations of the community and ensure that it functions smoothly. We understand your frustration regarding the increase in monthly dues and the perceived decrease in services. However, it's important to note that decisions regarding dues and service levels are made by the board of directors based on various factors, including maintenance needs, repairs, and improvements required within the community. We do not have direct control over these decisions, but we can relay your concerns to the board for their consideration.

  As a homeowner within the community, you are indeed part of a shared financial responsibility to maintain and take care of the private roads. The association dues are collected to cover various expenses, including routine maintenance, repairs, and improvements necessary for the overall upkeep of the community.

  It is important to note that the decision-making process regarding the association dues and allocation of funds is typically determined by the board of directors in consultation with the community management company. The board is responsible for making these decisions based on the best interests of the community as a whole.

  While it may appear that you do not directly benefit from the association dues increases or the repayment of loans for construction defect repairs, it is important to consider the long-term effects of these financial decisions. The proper maintenance and repair of private roads contribute to the overall value, functionality, and attractiveness of the community. Additionally, addressing construction defects ensures the structural integrity and safety of the buildings. 

  Lastly, I would like to mention our management company does not benefit finacially when an HOA's dues increase or decrease our managemnt fee stays the same. Any fees that are increased or assesed will go directly to your asscoations funds or towards nessasary repairs your HOA board has decided on. 

  If you have any other questions or concerns plase feel free to reach out to me and i would be happy to assit you. 

  Alex C***** | Director of Client Relations | Phone ###-###-####| Email *******************

  Customer Answer

  Date: 07/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  They took no responsibility and just pass along the blame. If they are a company working to make sure that the community runs smoothly and that people aren’t upset about where they live, due to this business. The response I got was, “that’s not our job, we don’t do that. We are hired (so you do get paid by us) to do something that is not being withheld. 
  They received numerous emails from people upset about the FCS management company, and upset about many things in this community but we rarely get a reply or anything resolved. They cancelled the last board meeting because they didn’t want to listen to everyone complain about them. They said it was cancelled due to the holiday… at the beginning of the month, so why the 18th was effected is a little beyond me. Every time there is an issue and they community rials up or they receive angry emails they cancel the meeting. Nothing gets done correctly here because no one is doing their job. They collect the money (because they were hired) but don’t do anything to actually help or better the community. They may oversee something, but if a resident is unhappy, they do nothing. 
  
  Sincerely,
  
  ****** ****
  

  

  Business Response

  Date: 07/25/2023

  Dear ****** ****,
  

  I understand that you have expressed dissatisfaction with our services and feel that we have not taken responsibility for the issues you've raised. I apologize for any frustration you may have experienced, and I would like to address your concerns.

  
  As a company, our primary goal is to ensure that the community runs smoothly, and this involves helping to enforce the CC&R's (Covenants, Conditions, and Restrictions) of your association. We take our responsibilities seriously and work diligently to support both the homeowner board and the residents. We do recognize that there might have been miscommunication, and I apologize if it seemed like we were passing the blame.

  
  It's essential to clarify our role in the community. We operate under the direction and authority of the homeowner board, which means our actions and decisions are guided by their instructions. As a liaison between the homeowner board and the homeowners, we strive to advise the board on handling various situations and resolving issues efficiently. However, the final decision-making authority lies with the homeowner board as they have engaged our services to assist them in managing the community.

  
  Regarding the cancellation of the board meeting, it's important to note that we do not have the authority to cancel or schedule meetings independently. Such decisions are made by the homeowner board, and we abide by their directives. If a meeting was canceled, it would have been done under the board's direction, and we would not have the discretion to alter their decision.
  We acknowledge that there have been complaints and emails expressing residents' dissatisfaction with the management company. We take all feedback seriously and strive to address concerns promptly. However, certain issues might fall under the purview of the homeowner association's rules and regulations, and we may not have the authority to override them. We always do our best to communicate and collaborate with the homeowner board to reach resolutions that benefit the entire community.

  
  We value our relationship with the residents and are committed to improving communication and transparency. We want to assure you that we are here to help and provide updates on issues affecting the community. While we may not have control over certain association rules, we will do our best to facilitate constructive conversations with the homeowner board and assist you in finding a resolution.
  If you have specific concerns or questions about our role and responsibilities, we would be more than happy to provide further clarification. Please feel free to reach out to me directly.

  Alex C***** | Director of Client Relations | Phone ###-###-####| Email *******************

• Initial Complaint

  Date:01/20/2023

  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.

  On 01/20/2023 I received an email stating my hoa account balance for the months of January and February. But I mailed in a check last week. I tried getting in contact with the hoa company by email, live chat, and by phone (and several different numbers listed) but no one will answer and I just sit on hold for over 1 hour with no human contact. I need to know if they got my check because if they didnt I need to try and go cancel it. This is a lot of money and I cant just keep paying this without it going anywhere. I am so upset and frustrated that I cannot get a hold of anyone with this company other than them sending me invoices. They falsely advertise their customer service. I have tried contacting them on several occasions and no one will ever respond. I feel like this is so unprofessional and I dont like sending my hard earned money to them and they wont even respond to my questions. I wish I had documentation to prove this but I think a lack of documentation speaks louder because I have next to nothing from this company.

  

  Business Response

  Date: 01/23/2023

  Hello, sorry to hear you were not able to reach our staff. Our payment processing center is PO *****************************************. You are able to check your account balance 24/7 on your homeowner portal at portal.*********.com.  If you still need assistance with this I am happy to go over this with you. You can email me at ******************* or call me ************. We thank you for your patience and understanding as we recently had a sudden death on out customer service team.