ComplaintsforFirstService Residential Florida, Inc.

Property Management

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
10/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
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
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.
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
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.
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
The complainant verified the issue was resolved to their satisfaction.
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
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.
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
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.
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
06/19/2024
Complaint Type:
Service or Repair Issues
Status:
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.
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.
Initial Complaint
05/22/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
FirstResidential took over the *** at ************** in *****, ** in March, 2024. Since then, I have been in contact with them on several occasions to request that they remove late fees and stop payment fees on my account. I have provided a **** of America Letter to them stating that my bank account was active and had enough funds to cover the *** fee (which I have attached here). On 4/23/2024 I received an email from *************************** stating that the matter would be forwarded to their "banking team." One month later, and still no resolution. Today, I see that additional fees of $36 have been added to my account and to date, no one has contacted me. I am requesting that the current amount of $96 be removed from my account.
Initial Complaint
04/28/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We are supposed to receive at ****************** an a/c air filter replacement twice a year. Instead, FirstService STOLE my air filters that were stored in my a/c closet INSTEAD OF providing the complimentary filter.You STEAL my air filters that DO NOT BELOW TO YOU. YOU STOLE FROM ME!!!!!You were supposed to replace the filters twice a year with the filters that you provide, not STEAL mine. I am so upset that you charge exorbitant fees and lack the decency of replacing with a prepaid filter. *************** you used to change out filters also damaged my a/c closet and a/c unit and it is not the SAME!!!! The air filter does not fit in the slot like it used to. You are a horrible company and you need to replace the filter you STOLE from me. How dare you steal my filters when you were supposed to provide a replacement, the LEAST YOU COULD DO!!@!!!!!! WHEN CHARGING RIDICULOUS FEES.
Customer response
04/29/2024
Please cancel this complaint.
21638175
It has been resolved.
Customer response
04/29/2024
This matter has been resolved. Please close out this complaint.
Initial Complaint
04/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
The agent representing the home owners association has failed to performed its duty for Towne Place town homes association and as a result has caused several business loss. This is our second client trying to rent our town home and is not getting any response from the association or the agents representing the association. However, application fees, homeowners association fees are still being collected and process. Our records show that myself as owner, realtors, third party interest have all reached out and no response.
Business response
04/10/2024

************** is a resident of Town Place ******************************** (the Association)which is managed by FirstService Residential. FirstService takes direction from the ****************** of directors in matters concerning tenant approval. ************** has been in touch with the Board President and his application for a tenant has been approved for a lease beginning May 1,2024.

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforFirstService Residential Florida, Inc.

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Business response

Business response

Customer response

Customer response

Business response

Customer response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Customer response

Customer response

Business response

Customer response

Customer response

Customer response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary