ComplaintsforFirstService Residential Florida, Inc.

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They ignore ALL of my emails with the issues because they do not know how to help; setting up an assessment incorrectly and the result are false credits. Also, I cannot access my First service account with Eldorado due to already having a First Service account with another property. They refuse to even acknowledge this so this withholds all of the docs that I am entitled to see as an owner as well as under the new state laws. There is no one to go to as I reach out to the residential manager ******** ******, who also ignores me. I'm beyond frustrated with this unprofessional company. Their emails that go out are like a second grader's. They are incomplete, lacks information, very unprofessional. This is the 2nd or 3rd time my building has hired them. They are incapable of running 2 towers with over 500 units. I need to go above ******** ****** and this is impossible as the company makes this impossible to access anyone.

  

  Business response

  11/04/2024

  The resident lives at ****************************************************** (the Association),which is managed by FirstService Residential. As the Associations management partner, FirstService Residential serves as an agent of the Association and serves at the direction of the ****************** of directors. Since taking over management of this property earlier this year, we have made a number of adjustments and remain committed to addressing any concerns promptly. Upon learning that the resident was unable to access the additional property on the portal, our team provided step-by-step instructions via email on how to link it in the system (October 25). We also responded to questions regarding the budget in an email sent on October 29. We value feedback from our residents and continuously strive to exceed expectations. Our goal is to deliver exceptional service to all residents in the communities we serve.

  Customer response

  11/05/2024

   
  Complaint: 22472709
  
  I am rejecting this response because:  My emails go mostly ignored.  Yes, they helped in getting me access to my 2nd FSR managed property on the portal.  BUT our new manager has yet to respond to what our correct maintenance amounts actually are stating that he could not find our latest budget.  How on earth does a FSR manager who takes over a property not see or get his hands on our current budget, instead is charging incorrect amounts for our monthly maintenace.  This is very very worrisome.  This man has been told by numerous residents this fact. He has never followed up with me.  Also, FSR never set up to receive our last assessment as a payment in full, which is creating false credits on everyone's accounts.  No one ever answer from FSR or followed up on this.  How in the heck will FSR be able to manage and oversee all these major construction projects (and timelines, etc) when they can't even verify our maintenance amounts by getting their hands on our monthly maintenance.  Very scary to have this company managing 2 humungous towers with over 500 units.   And watch, they will change manager every 3 months like before, because property managers make the same amount of money handling smaller, less of a headache property than ours, so they quit.  This is not proper continuity of management.  All I can say is thankfully they are responsible if anything goes wrong.  
  
  Sincerely,
  
  ******* Beko

  

  Business response

  11/05/2024

  Thank you for sharing your concerns and bringing this issue to our attention. We value your feedback and take pride in delivering exceptional service to the residents of communities like yours. We do our best to support the vision and the policies the board of directors has set for the community. Please be assured that we will share your feedback with our team so we can improve your experience with us.

• Initial Complaint

  10/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  DESCRIPTION: I purchased a home in 2023 - I was under the impression that my mortgage company would make my HOA payments monthly. It's not until I receive a letter from a lawyer that I find out payments were not being made, and now I am at risk of having a lien placed on my property. I have never received a bill, statement, call, email or anything advising me of my HOA payment that is due. I have received emails from a company called Click pay, advising that a payment is due, BUT neither the email or link have any description of what the payment is for. All that is included in the link, is a place to pay, and the amount to pay. Of course, no one in their right mind would make a payment if they do not know what they are paying, so of course i ignore the email and do not pay ... AS IT LOOKS LIKE A SPAM/SCAM email. I am now having to pay TRIPLE my HOA amount because of this. My regular amount + late fees, and the rest is lawyer fees. If you are a management company, you should 100% CALL, EMAIL OR in ANY WAY get in contact with someone if accounts are past due. this is extremely unprofessional, and unfortunately, I have to continue to deal with this company, and pay $700 for something that could have easily been avoided if the company would have reached out in the first place. They should be responsible for paying part of the lawyer fees. I can only imagine how many other people they do this to. BBB if needed i am willing to discuss with news media to prevent this from happening to anyone else.

  

  Business response

  11/04/2024

  The resident lives at the ********************************* (the Association), which is managed by FirstService Residential. As the Associations management partner, FirstService Residential serves as an agent of the Association and serves at the direction of the ****************** of directors. We understand the importance of clear communication regarding community assessments. The 2024 Annual Statement, which outlined the residents assessment fees and the payment process through ********, was sent to the residents home address on November 16, 2023. Additionally, a Notice of Late Assessment was mailed to the same address on July 28, 2024, to provide a timely update on the account status. Were here to assist if there are any questions about the payment process or correspondence. We value this feedback and strive to deliver exceptional service to all residents in the communities we serve.

  Customer response

  11/04/2024

   
  Complaint: 22469146
  
  I am rejecting this response because: I receive daily updates from **** with the mail I will be receiving that day. I checked every single email, and none include anything from Click pay or related. The notices that were ''sent'' never reached me. Along with not receiving the ''notice'', no one reached out to me in any way advising of the late payment. I work in property management myself, and if i see someone is late on their payment, i reach out to them with all the contact information provided. Emails, texts, calls, whatever it takes for me to get a hold of my customer.
  
  Sincerely,
  
  ***** ******

  

  Business response

  11/05/2024

  Thank you for sharing your concerns. We take pride in delivering exceptional service to the residents of communities like yours and do our very best to support the vision and the policies the board of directors has set for the community. Please be assured that we will share your feedback with our team so we can improve your experience with us.

  Customer response

  11/07/2024

   
  Complaint: 22469146
  
  I am rejecting this response because: No resolution provided by company.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Este complaint es para la compaa First Service Residencial. Yo duea de un apartamento en el condominio ************ at *****, pido que si por favor pueden darnos acceso a los documentos y pruebas a la compaa que se le pag por la reparacin de una luces y el dinero fue sacado de la reserva. El cual se le pidi al management y hasta ahora no han entregado nada tanto as que tienen un complaint con el ****. Tambin necesito acceso a los statements de las refinaciones 2015 y 2021 pq hasta el da ****** se paga lo mismo y no a bajado ni un centavo. No solo eso mensualmente pagan el loan y el monto mensual no lo pueden cubrir con los pagos de las unidades que pagan *** cuota extraordinaria ya que aqu hay 356 y no todos pagan porque los dueos anteriores se encargaron de cancelar en su totalidad *** cuota cuando vendieron la unidad. Esos loan statements tampoco tenemos acceso. Y sus budgets anuales estn inflados y ni siquiera pueden hacerlo bien porque hasta esos nmero los tienes con errores. Tambin ellos dicen que todo se encuentra en el portal de dueos lo cual es una mentira, uno entra y no encuentra nada de eso. Y para finalizar si pueden dar un nmero que no sea un call center porque es imposible contactarse con los jefes de estos manager que trabajan en este condominio. Espero su pronta respuesta.

  

  Business response

  10/16/2024

  The resident lives at ************ at ********************************** (the Association), which is managed by ************************* the Associations management partner, FirstService Residential serves as an agent of the Association and serves at the direction of the ****************** of directors. In accordance with Florida law, all documents that are required to be accessible on the Associations website are posted, including financials,contracts, and information on the loan and refinancing. The balance on the original loan from Jan 2015 is being paid back over time. The Association was not a party to a lighting contract at the time this reply was written. Our goal is to always be genuinely helpful as we support the vision and the policies the board of directors has set for the community. In addition to our 24/7 ********************* residents can reach us directly at ****************************************************** you for taking the time to provide this feedback!

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a condo owner at The ***********. Recently, First Service switched the vendor they use to collect our monthly association fees. They now use ********. My account is set up for auto pay, and the first two months were deducted from my account with no issue. In August, my account was debited $2480.81. My normal fees are only $722.45. I first reached out to the resident's office to see if there was some kind of special assessment, and they confirmed there was not and I should have only paid $722.45. I then called ClickPay, whose response was that they can't see any association invoices or paperwork, they only debit what they are told from FirstService Residential. I then called FirstService on 8/3/24. The *** told me she couldn't see any reason as to why I was charged this amount, but would put my inquiry in to have a member of management call me to discuss why and how this occurred. I did not receive a call back, so I called again about 1 week later, and was told that this second *** would put a note into my file, and I should keep calling until I get a call back. I called a third time, on 8/12, to which this third *** then provided me an email ***************************************** and said I should have been provided with this email from the get-go. I emailed requesting this information on 8/12, received no response, and emailed again on 8/20. It is now 8/26 and I still have no response via phone nor email. I need to know WHY my bank account was auto debited more than three times the monthly payment amount and WHAT is the solution to ensure this does not ever happen again. The next time, it may very well overdraw my account. I am extremely frustrated not being able to reach a single team member who can provide any answers or useful information.

  

  Business response

  09/06/2024

  ******* is a resident of The ***************************** (the Association),which is managed by FirstService Residential. As the Associations management partner, FirstService Residential serves as an agent of the Association and serves at the direction of the ****************** of directors. The amount deducted ($2,480.81) was due to August fees plus beginning balances, which were posted on August 1. Since Ms. **** was enrolled for automatic payments for the full amount as opposed to a fixed amount, it pulled the full amount due at that time. There is currently a credit on the account. We appreciate Ms. **** for bringing this issue to our attention and have contacted her directly to clear this up. We will use this feedback to improve our service delivery to Ms. **** and the community.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the community we reside in, being managed by ************************* of First service residential. I have brought up multiple times these issues that are not being addressed. Landscaping that is being charged and missing trimming, edging, missing sections of un-mowed grass, uncompleted pressure washing, repairs not being made. all while charging an insane amount of money for HOA fees. Charging people multiple times for things that are already paid for. for example, our gate cards. paid for in *************** and they still charge us for the cards again. They charge us for onsite management, but ****** does not even work on site. she works out of the **************** There needs to be a deep investigation into this ************************** Gutter drains are clogged and not functioning due to lack of landscaping and maintenance from the maintenance guy. the list goes on and on. The maintenance guy pressure washes as far as one hose goes and then stops. Given the yearly budget, there should be no issues like this. I literally have a book of repairs and an album of pictures to show lack of work being performed but still paying for. Attached is just a few.

  

  Business response

  08/27/2024

  ********************* is a resident of The Estates at ************************************ (the Association), which is managed by FirstService Residential. As the Associations management partner, FirstService Residential serves as an agent of the Association and serves at the direction of the ****************** of directors. Landscaping, pressure washing, and gutter downspout cleaning are completed in sections of the community at regularly scheduled cycles, not all at once.  However, if theres ever an issue, residents can contact us anytime, and were happy to assist as needed. Gate cards are not included in the monthly fees. They have always been a separate purchase. Unfortunately,there are many reasons for increased HOA fees in Florida right now, including the high cost of insurance premiums and legislative changes, among others. We appreciate ********************* for providing this feedback and strive to deliver exceptional service to all residents who live in the communities in our care.

  Customer response

  08/28/2024

   
  Complaint: 22180477
  
  I am rejecting this response because:

  First off, I do not appreciate the lying coming from FS residentials end. If those items listed were done in cycle, then why has it been 3 years since the end of the building has been halfway pressure washed? half one year half the next? If it's done on cycle, then why is the sidewalk around the pool have a clear line of where the maintenance guy clearly stopped? half one year and half 5 years later? If it's done on cycle, then why is there 9 units just on one street, who's Gutter drains are being covered by dirt for 3 years? Why is the maintenance guy not doing maintenance?  This is basic stuff that has to be kept up with. All the pictures of drains are just quick pictures from just one street but different units. If the landscape company was doing their jobs correctly, grass and dirt would not be covering the drains. Nor would the green drain covers be broken. Being a repairman myself. I know what maintenance is. It's maintaining something to PREVENT or REPAIR things that are not correct. If you gate cards are purchased as needed, then why is it being charged in the ***************? Why are we paying for on site management, if ****** is sitting at the office in ********, and when you call, she is never there? I can literally go on and on and you can lie all you want, but this company is dropping the ball all around the court. If you clearly think there is no issue, then prove me wrong and show up and i will GLADLY walk around the complex with you and show you where there are cracks in the buildings, where shutters are missing and have not been replaced in the 4 years i have been living here. and the 50 other issues that are not being addressed even though it has been brought to ****** and ***** the Maintenace guys attention. Giving you 1.5 million a year, this complex should not look like this. 
  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  During our building painting projected I first elected to have my interior patio door painted which was OPTIONAL for $40. However, due to multiple issues that I had with the painters with my patio, I ended up declining getting the interior door painted. I reached out to my property manager multiple times and she insists the contractors painted it even though I showed photos showing it was not. I invited her and the maintenance guy or painting contractor to come out to my house to see for themselves that it was not painted and Im being ignored. Now that $40 fee has turned into $80 with late fees and interest and I have since reached out to the property managers manager and she doesnt even have her facts straight since she thinks this is for the exterior patio door and is blindly backing up what the property manager is saying. No one is willing to get physical confirmation and come see if the door was actually painted and I cant get anyone else to assist me in getting this fee removed from my account. Every time I call First Service Residental, they just leave a message for the property manager who ignores me or her manager who just backs her up. There is no one else who is willing to resolve this for me and it could have been easily resolved but they would prefer to keep a fraudulent charge on my account and continue to add fees to it. I would like someone to physically verify that this painting was not done and remove the fee from my account. I even provided photos showing the interior door was not painted. I used to have blinds on my door and when they were removed it left holes in my door and you can still see my messy touch up job in the photo showing where I filled in the holes. You can clearly see that the door has not been painted -which would have covered my sloppy cover up job. They are clearly money hungry and its a shame that they will treat a long term owner like that when I have owned my home for 19 years and have no reason to lie.

  Customer response

  08/15/2024

  Please cancel this request.  Thank you!

  

  Business response

  08/20/2024

  **************** is a resident of ************************************** (the Association), which is managed by FirstService Residential.As the Associations management partner, FirstService Residential serves as an agent of the Association and serves at the direction of the ****************** of directors. A notification about the painting of the exterior of the buildings was distributed to residents that included an option to have patio doors painted for a fee of $40. The fee was payment for painting the exterior of the door only. **************** was charged for that work, which she has confirmed was completed. Our team has spoken with **************** to clear up any miscommunications that might have occurred. We appreciate **************** for providing her feedback and strive to deliver exceptional service to all residents who live in the communities in our care.

  Customer response

  08/21/2024

  Can you please confirm that my name will not be published on your website?  The business used my name in their response and I want to make sure it will not be published.  Thank you!

  Customer response

  08/21/2024

  Can you please confirm that my name will not be published on your website?  The business used my name in their response and I want to make sure it will not be published.  Thank you!

• Initial Complaint

  07/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  improper billing, charging the interest and fees

  

  Business response

  08/05/2024

  **************** is a resident of 345 Bayshore Condominium (the Association) which is managed by FirstService Residential. As the Associations management partner, FirstService Residential serves as an agent of the Association and serves at the direction of the ****************** of directors. The board of directors agreed to removed the charges **************** referenced in this compliant from his assessment account. **************** agreed to retract this complaint. 
  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  March 11th 2024 First Residential withdraws $2.7 from my bank account without authorization While it is being disputed they fail to email documents including insurance policies, coverages and contracts.They denied my *** wireless access key since November 2024 and still today without explanation.May 21st the insurance claim was resolved and paid $3,439.65 towards my account.It is **** ********* and they NEVER accredited such amount into my account.and continue to charge fees.

  

  Business response

  07/02/2024

  **************** is a resident of ********** Condominium No. 4,Inc. (the Association), which is managed by FirstService Residential.FirstService Residential serves as an agent of the Association and acts at the direction and control of the ****************** of directors. ****************** son damaged the Associations new front door automatic opener system. The incident was video recorded. The Association had the damage repaired, which cost $2,669.65, and sent several letters with evidence of the cost of the repairs to **************** requesting her to pay for the damage as required by the Associations governing documents.  When the Association did not receive a response, the matter was turned over to the Associations attorney for handling.  Per the direction of the president of the board of directors,with the approval of association counsel, the $2,669.65 was added to ***************** account on March 11, 2024. As **************** chose when she set up autopayments, her account was set up to automatically pay the full balance due to the Association from her account.  This authorization initiated an E Check on March 13, 2024, for $3,476.67, which included the door repair costs,March maintenance fees, and the March special assessment fee.  This payment was returned for insufficient funds on March 18, 2024 and was not applied to ****************** account. There was an insurance claim made by the Association from which the Association received a payment. The payment was sent to the associations counsel because legal fees were incurred to assist with this matter. The Association has not received the remainder of the payment from counsel yet. ****************** account still reflects the outstanding amount due for the repairs along with other charges.
  
  *************** did submit an official request for records which was reviewed by Association counsel.  A document review was scheduled by counsel May 23,2024, from 1:00 pm until 5:00 pm at the ******************* but **************** did not show up or contact management.
  
  Distribution of key fobs was initially handled by the board of directors. However, recently a communication was sent to the community advising residents that they can now pick up fobs from management by coordinating a pickup time via email or telephone. If **************** reaches out, FirstService will schedule time for her to pick up the fob. 

  Customer response

  07/03/2024

   Complaint: 21892011
  I am rejecting this response because:
  It is your responsibility to credit my account for the payment which was made on my behalf May 13th 2024. Almost a month from today. It is illegal for you and your company to attempt to withdraw (and charged me for insufficient funds) from my bank account without my consent!!!
  You are to credit my account for my payment. Your internal lack of logistic it is not for me to pay. You taking money without my consent from my bank account it is fraud! Shall you fail to repair this before the end of the week Im going to report it in police department, ****** and press. 
  *******************************, professor and community advocate

   

   

  

  Business response

  07/10/2024

  Weve already responded that the residents account will be credited when the insurance funds are received.

  Customer response

  07/14/2024

  First residential continues to deny the payment made by my insurance company on May 21st which there is a receipt and release of duty and have attempted not once but twice to debit a charge from my personal bank account unlawfully. Today is July 14th ********************************************************************************** May 21st 2024. It is their responsibility to update customer account immediately!!!! And stop attempting to withdraw funds from my bank account which has NEVER being authorize. I also demand a letter of apologies for all these disruptions.

  and the fibs which were denied to my family since November 2023 when the ADA **** was installed and for which having had them my 4 year old would have not manually hold to prevent them from shutting while I enter with luggage. I was ignored several times via email in my request then public ally humiliated when attempting to pick up in person and having to cancel work meeting bc of it. I request you drop of such in your office at our building or ship them after so much inconvenience. Because as far as I know I am still being deny those keys.

  Customer response

  07/14/2024

  First residential continues to deny the payment made by my insurance company on May 21st which there is a receipt and release of duty and have attempted not once but twice to debit a charge from my personal bank account unlawfully. Today is July 14th ********************************************************************************** May 21st 2024. It is their responsibility to update customer account immediately!!!! And stop attempting to withdraw funds from my bank account which has NEVER being authorize. I also demand a letter of apologies for all these disruptions.

  and the fibs which were denied to my family since November 2023 when the ADA **** was installed and for which having had them my 4 year old would have not manually hold to prevent them from shutting while I enter with luggage. I was ignored several times via email in my request then public ally humiliated when attempting to pick up in person and having to cancel work meeting bc of it. I request you drop of such in your office at our building or ship them after so much inconvenience. Because as far as I know I am still being deny those keys.

  Customer response

  07/16/2024

   
  Complaint: 21892011
  
  

  First residential continues to deny the payment made by my insurance company on May 21st which there is a receipt and release of duty and have attempted not once but twice to debit a charge from my personal bank account unlawfully. Today is July 14th ********************************************************************************** May 21st 2024. It is their responsibility to update customer account immediately!!!! And stop attempting to withdraw funds from my bank account which has NEVER being authorize. I also demand a letter of apologies for all these disruptions.

  and the fibs which were denied to my family since November 2023 when the ADA **** was installed and for which having had them my 4 year old would have not manually hold to prevent them from shutting while I enter with luggage. I was ignored several times via email in my request then public ally humiliated when attempting to pick up in person and having to cancel work meeting bc of it. I request you drop of such in your office at our building or ship them after so much inconvenience. Because as far as I know I am still being deny those keys.

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

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is no customer ********************** at all. *********** not fixing issues that they are supposed to fix. *** representative and supervisor not responding at all to emails. Broken sprinkler heads, balcony flooring issues, landscaping issues, not doing anything for homeowners. Taking money and provide no service. Wasting money. No respect for homeowners.

  

  Business response

  06/14/2024

  Good afternoon.  I received this request from your office.  This site is Vista at ************** located in Florida.  It is part FirstService Residential ************, not the east Region. Please be advised that I will forward this to our South region office and they will be responding. 
  
  
  
  
  ***********************
  *********** - Director of Risk Management
  *********************************************************************
  Office: ************ | Cell ************
  ****************************************************
  
  

  

  Business response

  06/25/2024

  *********** is a resident of Vista at ************** (the Association) which is managed by FirstService Residential. As the Associations management partner, FirstService Residential serves as an agent of the Association and works at the direction and control of the ****************** of directors.FirstService strives to provide superior service to the Associations we manage as well as the residents.  We apologize for any inconvenience ************ may have experienced. The regional director that oversees the management of this Association reached to ************ and addressed her questions and concerns via email and is scheduling an in-person meeting with ************ as well. 

  Customer response

  07/01/2024

   
  Complaint: 21753835
  
  I am rejecting this response because:

  We have never missed a payment to our *** since purchasing the property in 2016. Most of their response entails just being patient to their time in addressing these needs or waiting for a lawyer to *** the builder.  Previous ***'s have timely addressed is***s that they were responsible for, Ie a roof leak.  They sent out contractors, got estimates, and completed repairs.  FSR has still not sent anyone to look at the is***s or make estimates for repairs.  They have not addressed simple fixes, such as a broken sprinkler head, and instead, had the landscapers shut off the sprinkler system, which can kill off plants and grass. We have missing sod on our side lawn for years now, so I believe we have tried being 'patient' and nothing gets fixed.  Any structural is***s with the builder should be handled by the 10-yr structural warranty with the builder, not by hiring lawyers to ***.  The cost of lawyers is much higher than just fixing the is***s that are the ***s responsibility to fix, as per our paperwork at closing.  This is our most valuable investment, and it is being diminished by the *** not doing what it is required to do.  Our bill for cable has gone from no bill to a fee and they are not addressing this.  We have never had to contact Spectrum directly since 2016.  In all aspects of their role, FSR is lacking.  I do not see why we should continue to pay on our side if they are not providing the services that they are required to provide.  Response time to emails of over a month is ridiculous.
  
  Sincerely,
  
  ***********************

  

  Business response

  07/15/2024

  ************ is a resident of Vista at ************** (the Association) which is managed by FirstService Residential. As the Associations management partner, FirstService Residential serves as an agent of the Association and works at the direction and control of the ****************** of directors. The board of directors determines how the Association handles maintenance and repair items and it has determined that community wide sod replacement will take place later this year. ************' irrigation issue is being addressed and she's received written correspondence about it. FirstService strives to provide superior service to the Associations we manage as well as the residents and we apologize that ************ feels she has to wait longer then she would like to receive responses to some of her inquiries.

  Customer response

  07/18/2024

   
  Complaint: 21753835
  
  I am rejecting this response because:

  Our closing paperwork lists all outside maintenance as covered by hoa, we we told to not even have outside coverage to unit in our homeowners policy by the builder, as it is the hoas responsibility. 

  Outstanding issues are an issue with eve under roof and flooring of balconies. 

  No landscaping issues have been resolved. Irrigation still broken, sod not replaced. In addition the following :

  Driveway has weeds, which were treated by previous hoa. Bugs have begun to infest first floor, this is a first time occurance with this hoa. Plugs used to be placed by pest company. 

  Once again, our payments have not ceased but what is supposed to be included in fees is not being covered by those fees. 

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

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Check was mailed from my bank on March 26th, 2024 for ***** maintenance payment. They say they did not get it until ***** 13 and charged a late fee. I have used this same system for 24 months to pay maintenance with no issues. They somehow didnt get the check for 18 days through the US mail, when this has never been a problem before, and somehow blame me. In the meantime, while they refuse to do the right thing, they are assessing a late fee every month that I dont pay that $25 late fee. So we are at $75 right now. These fees should be waived as I paid the way I always do and the problem was most likely on their end and they refuse to even consider that possibility.

  

  Business response

  06/25/2024

  ************ is a resident of The Residences on *************** Condominium (the Association) which is managed by FirstService Residential. As the Associations management partner,FirstService Residential serves as an agent of the Association and is tasked with implemented the terms of governing documents as directed by the ****************** of directors. When ************ reached out and questioned the late fee in April 2024 FirstService researched the issue and determined the April assessment payment ************ directed his **** to send was not received by until April 12, 2024. The funds cleared Mr. ***** **** account on April ************* the funds were received after the payment due date a late fee was assessed as required per the governing documents. FirstService explained the reason for the late to ************ and encouraged him to contact his **** about the date the **** issued the payment. 

  Customer response

  06/26/2024

  Again, the check was mailed by the bank on March 26.  They claim to have only received it on April 12. As questionable as the **** can be sometimes, I find it highly unlikely that it would take 17 days for the check to be delivered.  This was a one time incident caused by either **** or their own office.  Late fees should be waived.  They are being unreasonable. 

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