ComplaintsforFirstService Residential

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The door to the gym and package room has been broken since January 2024. It is now August of 2024 and I cant retrieve my packages or use the gym after office hours, which end at 6:00pm. With my job I am unable to make it in before the office closes most days. I pay for a 24/7 service that I am not able to use unless someone happens to be in the gym. Which is a different issue concerning security since we all have rfid tags that should let us in the building but dont.

• Initial Complaint

  08/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to you to make you aware of the Antisemitic shenanigans going on with FirstService Residential employee ***************************** and her cohorts. After paying our *************** on time for 16 straight years, my family and I are now being harassed by FirstService Residential immediately after I put up Hanukkah decorations for the first time ever. As you will see in the attached itemized statement from FirstService Residential, we have been paying our *************** on a monthly basis for the last 2 years as agreed upon by FirstService Residential. Our Hanukkah decorations were displayed for the holidays at the end of 2023, and shortly afterwards the harassment begins including a demand letter for non-payment and multiple property violations. Per my attorney, FirstService Residentials acceptance of the monthly *************** payments enforces the binding agreement to pay monthly. FirstService Residential cannot retroactively alter the agreement and demand late fees and charges after accepting the monthly payments all along, including an EXTRA monthly payment in January. Now, we dont mind paying the remainder of 2024 in full the middle of next month (June). That is what I would deem fair. But there is no way we are going to pay retroactive late payments and demand fees aka a Jew tax.

  Business response

  08/15/2024

  Your feedback is very important to us. We do our best to support the vision and the policies the board of directors has set for the community, and your feedback is essential to improving the resident experience. We take our company Core Values very seriously and are proud to serve diverse communities across *************. We are happy to explore options for payment plans with our residents, though there is a process that must be followed for that. We are also always happy to discuss compliance matters and violations, and the community manager will be in touch with them. 

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To Whom It May ********** husband and I would like to file a formal complaint against Property Manager, ***********************.We have reached out to her through emails and phone calls without any help or cooperation whatsoever.We have been trying to obtain a pool pass for our family to swim in the community pool since August 2023; WHICH WE PAY HOA FEES towards. We never received an original pool pass when we moved into the community, and have been unable to receive a code and/or instructions as to how to access the code from ***********************.*************** stated in an email on June 27th, ************************************************************************ junk/spam box.We have checked both of our email accounts numerous times throughout the day, and still HAVE NOT received the email that *********************** said that we would receive.We will not be paying any future HOA fees, and will pursue civil court litigation if we do not receive the instructions and access code. We have been documenting every phone call placed and every email sent.This kind of treatment is unacceptable; as we are paying fees towards a community pool that we cannot use.

  Business response

  06/28/2024

  Thank you for the feedback, ********************,

  While I understand that you did get finally get your request resolved, I also wanted to thank you for your patience, as our management teams do their very best to respond to each resident within 24 hours of receiving a message. I hope you enjoy the pool and that you have a great summer. 

  Customer response

  07/03/2024

  Hello!
  
   
  
  The issue has been resolved.  We have received access to the pool. Thank you.
  
   
  
   
  
   
  
  ***************************,

• Initial Complaint

  06/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dear Respected Recipient,I am writing to you today to express my concern regarding the current state of affairs within our community, specifically about the adherence of the approval committee to the governor's by-laws and the compliance of investors and landlords with HOA standards.As you are aware, the approval committee plays a vital role in ensuring that all community members adhere to the rules and regulations outlined in the governor's by-laws. However, I have recently observed several instances where the approval committee has failed to uphold its responsibilities and enforce these by-laws. This lack of adherence to the rules has resulted in a breakdown of order within the community and has created an environment of confusion and chaos.Additionally, I have noticed that many investors and landlords within our community are failing to comply with the standards set forth by the **** This non-compliance not only negatively impacts the overall appearance and integrity of our community, but also undermines the efforts of those who strive to maintain a high level of standards and adherence to the rules.It is essential that the approval committee and all community members, including investors and landlords, understand the importance of adhering to the governor's by-laws and complying with HOA standards. These rules and regulations are in place for a reason, and failure to uphold them can result in a decline in the overall quality of life within our community.I urge the approval committee to take immediate action to rectify this situation and enforce the by-laws as they are written. I also call on all community members, especially investors and landlords, to take their responsibilities seriously and comply with HOA standards.

  Business response

  06/19/2024

  Thank you for the feedback and we understand your frustration. At FirstService Residential, we are committed to finding solutions for all our residents and doing our best to support the vision and policies set forth by your board of directors. We value your concerns, and are internally escalating them so we can improve your experience with us. With that said, the committee responsible for approving the new roof shingle colors that the developer has agreed to has been approved, but needs to be done so in an open Board meeting. This meeting will happen next week. The Board wanted to go ahead and start approving these colors since this is what will be accepted.

  As far as the renters? Can you please provide additional information on this point? In regards to renters and violations, all guidelines and protocols are being followed. Oftentimes with renters, the violation process takes longer, as the violations are sent to the owners to address. It takes several months to get to the fine stage according to their documents and it is up to the homeowner of when they comply with violations and fines. The *** can send the notices and violations but there is not another way in the first several months to make them comply.  

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Me and my wife have been trying to login to the portal and pay our HOA fee since February. We contacted them through the number provided on the bill. Everyone who we have talked to told us that our bill is paid in full. We know that it hasn't been paid. They said they would get back to us and they haven't. The other day I get home and there's a certified letter notice from HOA. They had the time to send the paperwork to a lawyer but didn't have the time to call us back when we clearly wanted to pay our bill. This is a sorry company

  Business response

  05/14/2024

  Good afternoon,

  In researching your resident communication records, we see a gap in communication from 2021 to February 2024. Once the lapse in payment has exceeded the allotted timeframe, the account is locked and is sent to collections. Please contact ********************************* at ************* to discuss the account. 

• Initial Complaint

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  First Service Residential has intentionally targeted me with a violation that has nothing to do with my property address. I have emailed them photos of my home and my yard to illustrate that the supposed violation is clearly not associated with my property. The photo shows a house that is clearly not mine with a ***** that requires maintenance. I have contacted them numerous times and requested that the violation be removed from my account. I also sent them photos of my home and yard to show that the violation is clearly not my home. They could easily see this if the made the smallest effort to compete the photo of their violation with the photo of my property which clearly shows my address. The company lists this erroneous violation as a first offense. This enumeration seems to indicate progressive actions that they hold the power to apply fines and punishments, completely unchecked. They do not recognize or respect truth. I feel that this company is taking some sort of retaliation toward me for reporting HOA governance that did not meet the by laws. In fact, I complained about the very person who is the origin of this complaint. I originally responded to their violation in September, when they sent me the notice. I have written them several times since then and no action has been taken. They have also intentionally slow-rolled a request that had been previously approved. I submitted as a courtesy, to show that I will be completing the project soon, but they are not doing anything with it. I should not be able to be subjected to treatment like this without an advocate, and in this case, I am happy to bring this to you.

  Business response

  03/26/2024

  After bringing this to the attention of local management, they provided details of the email conversation that this issue has been resolved. 

  Customer response

  03/27/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  03/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over the past two months Ive been trying to submit a noise complaint or violation of my neighbor violating the quiet hours daily by dropping weights and shaking my home nightly.I emailed Mille Prez on several occasions but no reply. I attempted the online complaint violations portal as well, but no reply at the time of this email.This noise has been an issue since October of last year. It affects my sleep and ability to wake up and drive to morning physical fitness training as I am active duty, stationed at *****This lack of action and response is absurd given the *** fee. I would like to see atleast a formal write up

  Business response

  03/06/2024

  We were in communication in mid January re: this issue.  The resident was informed that this is a neighbor-to-neighbor issue and that her options were to reach out again to the neighbor or file an official complaint with the city. She wanted to remain anonymous since she indirectly brought up the concern previously and it had stopped briefly.  We agreed to monitor the situation and she was to report back to me if the noise started up again.  A noise violation to unit 14 has been issued.  This issue has also been brought to the board to be aware.

  Customer response

  03/06/2024

  What can be the recourse or results of a noise violation? The owner obviously was unimpaired by the complaint.

  Customer response

  03/07/2024

  The noise is almost daily and disrupting my health and well being as well as the quiet hours policy. If the *** cannot act above issuing noise complaints to the unit, I will have to escalate. I have tried to talk with the individual about the noise but no avail.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  First Services Residential is a management company hired by the Silver Oaks HOA. They have no legal right to add ANY fees onto property owners accounts without those fees being established by the ***** of ********** I've made multi calls and emails and the company can NOT provide me with ANY document establishing late fees. First Services without authorization added $20 (3x) and $25 to my account for a total of $85. Since these fees are fraudulent, I expect them to remove the fees from my account. I have paid my normal HOA fee in full today. I have been contacting FS since 1/8/24 for an explanation but I'm either ignored or they can NOT provide the documents I requested. My beyond frustrated.

  Business response

  03/06/2024

  Good morning. Our management team acts at the direction of our board of directors and the rules established for the community by **************** management has been in contact with you in order to resolve this issue. We have provided the collection policy, an explanation of the homeowner's account and fees, an explanation on the assessment amounts, due dates, and how to pay them.  This account had been delinquent since July 2023. 

  Customer response

  03/15/2024

  I am rejecting this response because ***** Services has NOT provided a document signed/dated by the ***** of ********* establishing fees for late HOA payment or collection fees.  No such documentation has EVER been distributed to property owners.  ***** Services claims it only does what the *** instructs them to do, so where are the instructions?

   

  I guess ***** Services does NOT comprehend how serious this is.  Fraud is a felony punishable by prison, fines and refunds to customers. 

  Someone who I complain to will realize this goes far beyond the amounts on my account.  ***** Services has hundreds of HOA across the nation.  How many victims have been defrauded?   How many millions of dollars has ***** Services illegally gained?

   

  The majority of society living in an HOA development can't stand their management company, mostly cuz they are unaware of how many laws they are breaking by acting as a landlord over property owners.  I intend to see management companies stop violating property owners rights and violating state laws.  Management companies are hired secretaries and NOTHING else.

  Complaints are being made to the IRS.  I will also be filing a police report. 

   

   

  Business response

  03/27/2024

  In response to the homeowner stating FSR did not provide a document stating the *** established late and collections fees; Silver Oaks HOA DCCRs  in  section 4:11 state the following: any assessment or other sum due herein not paid within 10 days after the due date, the Association shall have the right to: (i) charge a late fee, in an amount determined by the board;(ii)charge interest on the amount due at the Designated Interest Rate from the due date until the date the sum is paid and/or (iii) charge costs and fees related to the collection of the sum due. 

  Also in section 5.6 of the CCRs  it states that the Association shall have the right to contract with any person or entity for the performance of various duties and functions.  This right shall include, without limitation, the right to enter into management, operational, or other agreements with other persons or entities  ********* may employ for the Association a management agent or agents to perform such duties and services as the Board shall authorize.  

  Per the management contract between Silver Oaks and ************* Residential   section 2.4..4 states the Board authorizes Agent (FSR)to take such action or to engage third parties as may be necessary to collect unpaid periodic assessment payments which are due from Owners pursuant to the Governing Documents.   Section 4.3 specifies that the charge amounts for this service are included in the Exhibit A of the management contract.  

  Per the associations retention policy, we are happy to provide the management contract to this homeowner upon proper request in writing and signed by the homeowner.  Copies and mailing will be made at the homeowners expense.  

  To see the full CCRs - please visit the resident portal - ******************************************

  Customer response

  03/27/2024

  I am rejecting this response because:   ***** Services is withholding a document from the property owners and demands payment in cost to see what charges the *** of the *** has subjected every property owner to.  As the developer is no longer in control of the ***, this means ALL property owners are a member of the ***.  It's absurd ***** Services is withholding this document to property owners that as they say defines fees charged to property owners.  

  As it stands, ***** Services is refusing to provide documentation of fees to property owners or the BBB.

  There have been many complaints with ***** Services on social sites.  I look forward to a lawsuit 

  Business response

  03/28/2024

  We have supplied all the necessary documentation to address the complaint. What the resident is asking for is unreasonable and will never be satisfied with our responses. 

  Business response

  04/02/2024

  We have supplied all the necessary documentation to address the complaint. What the resident is asking for is unreasonable and will never be satisfied with our responses. 

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called the customer service on 2/16/2024 8:47 pm about property ************************************************************* ***** as an incoming homeowner . I got very poor and rude customer service . No introducing his name . Repeating the same sentence to the questions I asked but not providing any helpful information or explanation on what I am asking . Hung up before I hung up after he repeated the same sentence to me. This person should not hold his current job .

  Business response

  03/06/2024

  Good morning, ********. After extensive research and speaking with the management team, this is not the experience we expect from our associates. We have taken corrective action and apologize that this was your first experience with our company. We always strive to aim high and build great relationships with our residents and boards. We hope you have a better experience in the future. 

  Customer response

  03/06/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received the annual bill/invoice for my HOA association dues for the 2024 calendar year. I have paid my dues in full for calendar year 2023 (see attached screen shot). And the HOA is not raising the dues. So I should only owe the $250. However, I am inquiring why there is an additional $50 charge on the bill/invoice. Why is this? I had established e-Check(ACH) which is FREE (the fee chart icon on the website says e-Check is a free payment method). Soo…if the transaction failed then why am I being charged a $50 fee? And where is it listed that a $50 fee would be charged in this case? I see no mention of it in the bill/invoice I received in the mail and/or on the website. I made the payment on 1/6/2023 via AMEX and my bank statement shows it went through on the same day. It’s still well within the 30 day grace period for payment. I have 10 year good payment history. I”ve made several attempts to resolve the matter, however the FirstService Residential refers me to the local point of contact (Marisela *******) whom I have reached out to a couple of times as well as FirstService Residential with no response.

  Business response

  02/05/2024

  We have passed this issue to our local management team to research and reach out directly to the customer to assist in the resolution of this complaint. 

  Customer response

  02/14/2024

  I am rejecting this response because:   

  I emailed To: Marisela ******* <**********************************> Cc: *** * ** <*************************> on Monday, January 22, 2024 10:16 AM stating, "I have made a payment in the amount of $250 for the 2024 HOA Annual fee. I am disputing the erroneous $50 charge applied to my last statement."

  I emailed Marisela ******* <**********************************> Cc: *** * ** <*************************> on Monday, January 22, 2024 10:16 AM stating, "Please find attached proof/receipt of annual HOA payment made for 2024."

  I received the following response: 

  Monday, January 22, 2024 1:50 PM

  RE: 7207 Autumn Park - Accounting Inquiry

  To: **** ****** ********************
  Cc: Marisela ******* <**********************************>, SAN - Account Services <**************************************>, Delanie ****** <********************************> 

  Thank you for quick response, they will be in review.
  Thank you

   

  I have NOT heard back from anyone since on the erroneous $50 charge that I am disputing.  

  Business response

  03/05/2024

  Since this fee was incurred by the member the Board is willing to waive $25.00 as a one time. A message has been left with this information. 

  Customer response

  03/14/2024

  I am rejecting this response because:   The original payment was setup as e-Check(ACH) which is FREE. So there should be NO COST if payment didn't go through, similar to when you use a credit card at the store and it gets declined...they simply ask for another one or different form of payment. Also payment was made in FULL within the time frame allotted so there shouldn't be any additional charges.  The erroneous $50 charge I am disputing still hasn't been clearly defined as to what it is for and/or mentioned anywhere on either the payment website or the invoice I received in the mail.

  Additionally, ****** ******* sent my issue/dispute to the regional director Rhonda **** twice with no response (see attached screen shot of email). 

*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. ↩