Complaints

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I asked FSR (the property management firm for my former condo) for any new owner and initiation fees that are required to be listed on any seller's disclosure. FSR responded with a material misrepresentation quoting me $150 when it is actually $1,150. I sent screenshots of the emails detailing the interaction and FSR's mistake. ***********************, the acting FSR manager for Parklane on ********* wrote me back indicating that they will not be taking responsibility for their material misrepresentation.

  

  Business response

  06/27/2024

  ****************** is a former resident of ******** on ********************************* (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. The services FirstService provides to the Association include bookkeeping and the issuance of estoppel letters/closing letters when a resident is selling a unit. ****************** sold the unit he owned within the Association in June 2024. A closing letter, which is relied upon and binding, was issued as requested that set forth all outstanding amounts owed to the Association. A capital contribution fee/initiate fee of $1,092.50 was listed in the closing letter as due and payable. This amount was included on the closing statement and paid by the seller at the time of closing on the sale of the unit. Prior to the closing, in March 2024, ****************** had contacted the management office and was incorrectly advised that the capital contribution/initiation fee was $150. Even though the closing letter is binding and relied upon by the parties, we understand ****************** frustration with being provided with incorrect information, so FirstService is reaching out to the ****************** of directors to discuss addressing this situation.

   

   

   

   

   

   

   

  *********************** Vice ********** ******* Counsel Direct **********

   

• Initial Complaint

  12/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  FirstService Residental is a property management company that provides service to *** Lofts Condominium in which I recently purchased on July 13, 2023. This company is operating in an inappropriate way by not only being the manager of the property but also as a part of the ***** of ********* which governs the **** Homeowners are given a meeting once a month during which information is shared between the ***** and Homeowners. Per the rules and regulations minutes are to be done during the meeting for a source of record to which is not being done. The property manager, during the meetings, bullies and mutes homeowners taking away our voice and the opportunity to get necessary information. During the meetings the ***** is present and allow her, ***************************, to be rude, disrespectful and unkind without intervening. Because ****** is the point of contact and liason she continues to abuse her authority, by not allowing homeowners the use of the clubhouse, the sharing on information(due to the continuous muting), and her contact information as the person to call, especially when she is in a position as the problem and solution. She, in my opinion, is currently illegally leasing and not enforcing the pet policy. No action was taken until I reached out to her boss ***********************. I explained the *************************** is misallocating funds, applied my closing of $4,578.17 to fees and penalties incurred during a period in which I had not obtained ownership. Giving the explanation that she had to use my closing to cover the expenses. I have reached out to ***********************, *********************(Regional Director), ***********************(VP of Georgia) with no real solution to my issues. This company has ruined my 1st purchase here in Georgia due to the bullying tactics that are being adhered to and enforced by the property manager. I am exhausted with asking for help.

  

  Business response

  12/14/2023

  Ms. ***** is a unit owner at *** ***************************** (the Association) which is managed by FirstService Residential. As the *********************** partner,FirstService Residential serves as an agent of the Association and takes direction from the communitys board of directors.  None of the members of the board of directors are employees of FirstService Residential. Meetings of the board of directors are conducted in accordance with the Associations governing documents and procedures implemented by the Association including the timing and  method of comments and discussion by residents present at the meetings. The minutes from the board meetings are available for review by residents on the Associations website. The clubhouse is undergoing repairs and is not open for use by the residents at this time. All rules and regulations are enforced uniformly.  With regard to the funds received by the Association from the closing at which Ms. ***** became a unit owner, as the Associations agent, FirstService received funds from the title company/attorney and applied them to unit account ledger and the account had a zero balance at the time Ms.***** became the owner of the unit.  If Ms. ***** has additional concerns about the funds she should contact the title company or attorney that handled the closing.  
  

• Initial Complaint

  10/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  FSR is our former HOA management company. We have always paid our monthly dues online and have always paid in advance via autodraft. Our management company changed in July of this year. When FSR transferred the payment records to the new company, our balance was incorrect (it should have reflected a credit balance since we always pay in advance; however it showed a small amount owed). Since August, I have been attempting to resolve this issue with FSR. I have communicated multiple times with multiple representatives and showed undisputed proof of all payments made, however FSR has NOT provided proof that those funds were due. I have repeatedly asked for either proof that the funds were owed and if not, then for the overage to be refunded -- to no avail.After reaching out to the former local manager, then to the Regional Director, then to the Area President, as well as the Operations Manager AND the Director of Operations via email and phone call, I have received no communication in the past two weeks from any of these parties. They are simple ignoring my repeated requests for assistance. We are currently standing at 35 emails traded back and forth with no resolution and now no response at all. Very unprofessional and completely unacceptable.

  

  Business response

  10/24/2023

  FMs. ****** has not given us sufficient information to research her complaint.  We manage many properties in Georgia and she has failed to provide us with the property she is talking about.  Thank you.

  Customer response

  10/24/2023

   
  Complaint: 20755025
  
  I am rejecting this response because: It's an absolutely lie. I've provided documentation over and over again (minimum 35 emails to date, screenshot attached) starting with *********************** ******************************************* to ********************* ******************************************* and ********************* ****************************************** as well as multiple phone calls to all. They were responding at first, but have 'ghosted' me now.  I'm assuming it's because they know I am right and do not wish to admit it, as that would show negligent accounting practices on their part.
  

  This response makes it very clear the level of this company's integrity (=zero). They cannot legally withhold my overpayment and I demand an immediate refund.
  
  Sincerely,
  
  ***********************

  

  Business response

  10/31/2023

    **************** has not provided the requested information to do the research.  We requested the name of her community and the address at which she resided when her issue occurred.  I don't see that information anywhere.  I have given her file to our accounting manager for further research which may take several days if she can determine the property.

  Customer response

  11/03/2023

   
  Complaint: 20755025
  
  I am rejecting this response because: I have communicated over 40 times via email and phone messages to multiple parties at FSR:  **************************, ***************************, *********************, *********************, *************************** and ***********************, all to no avail.  They are very well aware of my property address.  For the sake of the person at FSR who is handling this BBB complaint, we live in ********* in ************** and the address is *************************************************************************************

  HOWEVER -- the local parties that I have been dealing with (named above) have failed to resolve this issue and they are all aware of our address. Not sure why the parties inside FSR are not communicating with each other.
  
  Sincerely,
  
  ***********************

  

  Business response

  11/09/2023

   

  **************** is a resident of Cresswind ************** Community Association (the Association)which was managed by FirstService Residential until July 31, 2203.  There was a discrepancy with Ms. ******* assessment account while ********************** provided management services and **************** believes she is owed $313.FirstService has been speaking with **************** and researching her account and even though we cannot find evidence that the money is due to **************** FirstService has agreed to pay **************** the $313.
  
  
  

  Customer response

  11/15/2023

   
  Complaint: 20755025
  
  I am rejecting this response because: I have not yet received the promised refund of overpayment. This company has lied to me repeatedly regarding this issue, so they may be lying again about sending a check, therefore I'm not willing to close my complaint until the check is in my hand. I have sent them (multiple times) PROOF of all payments made by me, including receipts and closing documents; what they have NOT done is proved I owed it. Instead, they've changed their story multiple times, ghosted me for a few weeks, and now are conceding the money is owed.  It's about time! This entire transaction shows this company's lack of integrity, professionalism, and customer service. No doubt they do not wish to admit culpability, since they handle people's money -- that would show incompetence on their part. My neighborhood fired them from managing our accounts and I'm glad they did, it's clear FSR is being mismanaged.

  I'm looking forward to receiving MY money back and when I do (and the check has cleared), I will close this complaint.
  
  Sincerely,
  
  ***********************

  Customer response

  11/29/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are now 16 months into my original request on March 11, 2022 to repair my deck. I followed up on May 30, 2023. At this point the **************** has shown negligence and willful misconduct and failure to perform its duties properly and in a timely manner. I have observed several decks around my home be repaired since, as well as new landscaping put in. I am requesting a date and time for my work order to be completed

  

  Business response

  08/02/2023

  ********************** is a resident at Liberty *************************** (the Association) which is managed by FirstService Residential. As the *********************** partner, FirstService Residential serves as an agent of the Association and takes direction from the communitys board of directors.  *************** has many maintenance issues that need to be addressed and it retained contractors that are handling the large-scale project and prioritizing the correction of safety issues. Ms. ********** request for repairs to her deck was received on June 9, 2023. Since then, her deck has been inspected and put on the list to repair in due course along with other maintenance issues that are not urgent.
  
  
  
  
  

• Initial Complaint

  06/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company is mismanaging property where I am an owner. No communication, lack of follow through. For example the Pool was supposed to open Memorial Day, but they did not do the work in time so it is delayed, 2 years in a row. They also picked a new light for the outside of the Condos that blocks opening a closet on the patio of our Units. Will not communicate an ETA on the issue being resolved. Refuse to provide a detailed budget report. Manager and regional manager will not return calls. Created a fraudulent Board election to keep themselves as our property management company. Refuse to collect past due HOA payments from owners causing those who do pay to pay more. Charge unreasonable late fees making it impossible for those who do owe money to ever get out of debt. Will not make any repairs to the property to keep known issues from getting worse and more expensive. For example, drainage issue at my building is being ignored causing erosion around the building. The foundation sits in water. They are supposed to Manage the Property but do not.

  

  Business response

  06/07/2023

  **************** is a resident of ***************** *********************** (the Association) which is managed by FirstService Residential. As the *********************** partner, FirstService Residential serves as an agent of the Association and takes direction from the communitys board of directors.  The Associations property manager spoke with **************** at length regarding her concerns about the exterior lighting installation as well as the pool opening.In addition, the manager advised **************** that the board election was supervised by the Associations counsel and the budget has been posted on the resident portal and had been available for review by unit owners since February 2023. The manager made sure to confirm we have up to date contact information for **************** and encouraged her to attend board meetings.
  
  

  Customer response

  06/07/2023

   
  Complaint: 20137508
  
  I am rejecting this response because: I did not accept the explanation given to me, I simple was no longer going to have a conversation with someone that would do nothing to help. I went and looked at the pool and it is green. There is no way someone has been working on it since February as stated. Also, I have been at all meetings except one and there is an extreme lack of communication by FSR. It has nothing to do with me not attending meetings, and quite frankly, it does not matter if I do or do not attend. There should be a recoding to view later as well as a written account of the meeting to review for those that can not attend. Yes it should be on the portal, no it is not there. My contact information is up to date, it is because you don't communicate that I do not know what is going on in the property. Also, I was told that we, as owners, would pay for whomever made the lighting mistake. I have looked at the budget and it reads like you all are laundering money. There is no itemization under anything. For example it just says "maintenance." This is not the first time no one has fixed an issue I have had. The only reason you even cared to have someone call me back is because I put in this complaint. I want a detailed action plan about how your company is going to act moving forward. Also, an actual detail budget. 
  
  Sincerely,
  
  *******************************

  

  Business response

  06/20/2023

  **************** is a resident at ***************** *********************** (the Association) which is managed by FirstService Residential. As the *********************** partner, FirstService Residential serves as an agent of the Association and takes direction from the communitys board of directors.  The pool issue has been resolved and a detailed communication was sent to the community regarding the pool and the new pool vendor. All minutes from board meetings are posted to the community website once the board approves them and are available for unit owners to view. The lighting issue has been resolved and a communication was sent to all residents with updates, prior to the resolution. The budget was mailed per statutory requirements, emailed to each resident and is available on the Associations website along with the maintenance schedule.  The budget was reviewed in great detail during a special meeting in February and has been approved by the board of directors.
  

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to settle a the discrepancy of a 2 month credit on my HOA account since 8/5/2022. Park Towers replaced the existing management company effective 6/2022. Although I tried to cancel my auto draft with the previous management 2 months still went through *********** payments. I have been contacting *** for a month as my account was showing 2 months past due. I paid up both months and attempted to get the credits applied for the months drafted to Beacon. I've been contact with ******************* and ***************************** with *** in numerous email communications. The previous mngmt co Beacon as confirmed that the credits was sent over to my account. However *** has NOT confirmed this, they've practically ignored ALL emails from Beacon showing proof with this detail. My bank has confirmed that the payments were NOT rejected and indeed drafted from my account, as I've told both Beacon and *** several times. I've attempted to contact the *** corporate office and no one is able to assist. I'm out ******* and *** is NOT communicating with myself or Beacon on a resolution. I advised ******************* that I will be filing an official complaint and he hasn't responded to my emails. I've uploaded the last email from Beacon on 9/1, maybe SOMEONE will resolve this.

  

  Business response

  09/20/2022

  BBB Complaint #********  
  
  **************** is a resident of ***************** *********************************** (the Association) which is managed by FirstService Residential. We appreciate Ms. ******* patience as we did the research for the two missing payments to her account during the process of changing management companies.  This has been resolved as follows: On September 12th the June check in the amount of $403. 77 was deposited
   into her account.  As to the July payment, we were advised by Paylease that transaction #********* was refunded back to Ms.******* **** account ending in **** on September 9th.  Again, we appreciated Ms. ******* patience in letting us resolve her payment issue.
  

  Customer response

  09/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  First Service Residential Complaint The worst HOA on the planet. ********* and ******* are no help!!! The people across the street from us moved and left a mattress and debris on the front yard. After 3 weeks of waiting on someone to assist with this issue, I called the customer service number and obtained the name of our Property Manager - *******. I emailed ******* with pictures of the trash and requested assistance with getting this issue resolved. No response. My husband emailed *******. No response. I called the customer service # back the next day and left another complaint. I also emailed ******* more pictures. No response. I called the customer service # 2 additional times on two separate days. Today when I called they gave me the contact information to *******'s boss. I emailed her boss *********. She responded saying that this is not permitted by the association and ******* would inquire why the trash has not been picked up yet and provide me with an update. ******* called me and stated that the trash had been picked up. Then in a subsequent email (after our conversation) ******* made a falsehood and said thank you for speaking with me today, as we discussed the below was addressed and resolved on Monday. SHE LIED IN THE ****** She did not state that the issue was addressed and resolved on Monday during our call. If she would have said that I would've told her that that was inaccurate. I sent another email stating that *******'s email did not depict our conversation accurately and ********* replied back stating sorry we can't control when trash pickups occur. Shaking my head....I will never contact ********* and ******* again. They are no help and my husband and I will be moving as soon as possible.

  

  Business response

  08/23/2022

  BBB Complaint #********.  
  
  Ms. ***** is a resident of Amberley Mill Townhome Community Association (the Association) which is managed by FirstService Residential. As the *********************** partner, FirstService Residential serves as an agent of the Association and is tasked with implementing community standards as directed by the ****************** of directors. The board of directors handles all community affairs, including visual property inspections and instructs FirstService on any issues on or about the property. We apologize that the Associations manager did not respond to **************** inquiries in a timely manner and, unfortunately she relayed erroneous information she was given regarding pick up of the mattress and debris to **************. However,please note bulk pick-up is a county service the timing of which is not within the control of FirstService or the Association. Thankfully the mattress and debris were picked up by the county and the situation is now resolved.
  

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