ComplaintsforFirstService Residential Florida, Inc.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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.
  

• Initial Complaint

  03/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  First Service Residential collected my payment of $242.43 12/29/23. In January we were informed this company was fired and a new company was hired to manage the property. First Service Residential collected 2 HOA payments and a Condo payment from us for dues on 2 properties, On 1/11/24 the 2 HOA payments were electronically refunded to our bank account however they have kept/stolen our condo payment of $242.43. My emails and phone call have gone unanswered and their behavior is egregious. They need to refund the money they stole from my business ********************. as that is how our property ownership is titled, I have a attached a copy of the email I sent on 3/5/24 and a copy of the bank withdrawal. I hope you can help because apparently there is NO state regulation on these property managers.

  

  Business response

  04/10/2024

   

  Our accounting manager and supervisor have set a call with ************************* to discuss her account. They hope to offer an explanation as to how her funds were transferred to the new management company and resolve ***************************** concerns.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I moved into a property managed by First Service Residential Florida back in July of 2022 and moved out Aug 29th, 2023. Upon moving in, I paid a deposit of $600 to FSResidential for a common area deposit. Five months after moving out, they still have not refunded my deposit. First they sent a check with my realtors name on it and I was unable to cash the check. Then when I requested it to be reissued, I received no answer for 3 months. I am still trying to get my deposit refunded but now they refuse to respond or let me know what the status on my refund is. Florida law states deposits must be returned within 15 days of move out, but it has been 5 months and still no response.

  Customer response

  02/13/2024

  Hi, I was on a business trip and couldnt respond to the messages about my complaint. Is there any way we can reopen this complaint? The property in question is *******************************. 

  Customer response

  02/13/2024

   
  Complaint: 21257965
  
  The property in question is *******************************.
  
  
  Sincerely,
  
  Ege *********************

  

  Business response

  02/16/2024

   

  ************** was a renter at the ******************************* Condominium Association.  We apologize for the difficulty he had with the return of the security deposit paid to the association. The check was initially made out to **************** real estate agent because she was the one who provided the security deposit funds.The check has been reissued to ************** and it was sent to him via ***** on February 15, 2024.
  

  Customer response

  02/20/2024

  Hi ****,

  I have received the companys reply and while I am not unsatisfied with the response, I do not trust it until I receive the check in my inbox. They have said on the past that they sent the check when they did not. Is there any way we can keep the complaint until I have confirmation of receipt of the check?

  Thanks!

  Customer response

  02/26/2024

   
  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,
  
  Ege *********************

• Initial Complaint

  01/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The president of this community refused to approved a request to paint the driveway.Then I was told by another member of the board that the company First Services own the driveway no me, so why I need to pay for the repairs, when I don't own it. The property manager ************************* refuse to do anything, she even avoid to talk to me. She is good for anything anyway.I want to clarify why should I pay for repairs of the property they owned.I have send request for approval for the repairs, they don't approved anyway, the president ******************* do not tried to resolve this matter, they just dragging their feets on this matter since 12/20/2023. They ask for things that there none of their business anyway.

  

  Business response

  01/30/2024

   

  ********************* is a resident of ****** I in *********************** which is managed by FirstService Residential. However, Ms. ******* complaint is not regarding the property where she resides. It appears that **************** is purchasing a unit in another association managed by FirstService Residential known as Gloucester D (the Association) which is owned by *************************** and her complaint is related to the Gloucester D property. On behalf of ***************************, ********************* submitted a Request for Alteration form to replace the replace the coating (paint) on the driveway. The ***** of ********* of Gloucester D informed ********************* that the form was incomplete and that type/brand and color of product that would be used for the project has to be included with the application prior to it being reviewed. The application was returned and the ***** of ********* is waiting on a complete form to be submitted. To clarify the owners responsibility regarding the driveway, it is a Limited Common area for which the Association is responsible for the repair or replacement of the driveway and the unit owner is responsible for the driveway coating. *************************** should have a copy of the governing documents and has access to the documents via the Community Web Page and should refer to the information contained in the documents.
  

• Initial Complaint

  01/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am an owner in the ********************* at Country ***** ************************ which is managed by FSR. As an owner, I pay all condo-related fees to FSR, who has the fiduciary responsibility to collect accounts receivable and distribute those funds into designated accounts.One of my accounts with FSR is a special assessment account into which I deposited $10,000 in January 2023. I then paid quarterly amounts of $750 which will continue for the next number of years until the full amount is paid off. Currently, my account balance has dropped to less than $5,000 because FSR continues to withdraw money from that account to pay other fees I owe, such as monthly homeowners fees or other special assessments. This is being done continually despite the fact that I have instructed them not to move money around in my accounts and have removed any automatic draft that was initially set up.FSR has not corrected this problem, has not responded to my attempts to contact them and continues to make the same mistakes. With the degree of mismanagement I have experienced over the past year, I am beginning to suspect malfeasance and am concerned that funds are not available to restore what I have lost.

  

  Business response

  02/02/2024

   

  ************** is a resident of ********************* at ****************** *********************** (the Association) which is managed by FirstService Residential. Residnets of the Association are currently obligated to pay regular and special assessments and ************** wasnt clear as to how the funds were being credited on her account. The Regional Director met with **************  explaining the accounting method that FirstService uses when there are two assessments being collected.  

  Customer response

  02/03/2024

   
  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

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First Service residential owes me 285 dollars and have failed to refund me the difference of my HOA since they failed to get the insurance in on time and my mortgage forced insurance when first service failed to do so. I sent them the documentation of what they owe me through my escrow of what was taken out and what was reimbursed. They said that was not enough documentation but mortgage company cannot get the insurance documentation to show the difference. First service residential is a horrible management company and have failed so much with the ********** community. All I'm asking for is to be issued the difference of what they lacked to provide for our community with flood insurance.

  

  Business response

  12/19/2023

  ******************** is a resident of ********** *********************** (the Association) which was previously managed by FirstService Residential.  Since we do not manage the association any longer and we no longer have access to association records or funds, we suggest that ******************** contact the new management company, Exclusive Property Management at ************ regarding her request for a credit or refund.
  

• Initial Complaint

  12/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am in the process of purchasing a condo at *****************************************. The building is under the management of First Service residential. In the process they were asked multiple times to send the Wind *** necessary for the lenders approval. ************************************* the administrative assistant has been non responsive via email and hasnt responded to any of the voice mails outing us at risk of loosing downpayment. Meanwhile we made the payment required for them to forward the documents and get the process going.

  

  Business response

  12/19/2023

  ************ is a potential buyer at ******** at ************ ************************ We contacted the staff at the property. The property manager has been working with ************** mortgage company.  As of December 14, the same day the complaint was filed the requested report was received by the mortgage company representative.
  

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A. Hvic unit for the bldg ******** is above Mu roof. The unit is defective making My apt vibrate. Cant sleep due to the vibration fear it will impact bldg ********** Bldg ******* Admitted vibration then denied it. I did complaint to the district Manager of first residential whom relorted Cannot do anything about it.

  

  Business response

  12/21/2023

   

  ******************** is a resident at **************** *********************** (the Association)which is managed by FirstService Residential. FirstService Residential serves as an agent of the Association and takes direction from the communitys board of directors. The Association and FirstService are aware of this residents concerns about the noise made by the **** and has been working to resolve. On December 10, 2023, the **** service provider made several adjustments and replacements to this **** unit and the one in the condominium next door and provided written confirmation that the **** unit is working properly without noise or vibrations. The Association plans to replace all of the **** units in the condominium within 1-2 years and is currently handling repairs as needed.
  

  
  

  Customer response

  12/27/2023

   
  Complaint: 21002656
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  11/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got in touch with First Service Residential and the property manager for the community I live in, on August of this year, after receiving a second letter charging me a beginning balance, from the transfer of the previous ***, to this one. I believed the first one to be a mistake because I first got it in July and the *** was transferred at the beginning of the year. I was told to send proof of payments, which I did right away, waited a month, no response. I contacted the *** again, after having called the previous company, which claims to have only transferred one payment, and not the total amount I was billed, for the September 2022 payment, to which I submitted proof, and copy of my bank statements. I am receiving yet another late fee invoice, with late charges, collection fee and interest that have accrued monthly, since the first notice in July, today the 25th of November, with no resolution from the management company. I'd like for this issue to be reviewed as soon as possible and all fees reversed. As of today, I have made 13 *** payments, including one Special Assessment, and not including the month of December. If anything I have overpaid.

  

  Business response

  12/11/2023

  ********************** is a resident of  ************* ***************** (the Association) which is managed by FirstService Residential. The board of directors requested documentation of all of her payments. Our manager is working with ********************** to account for all of her payments and update her account.  At this point the manager is awaiting documentation for one payment, so that the account can be finalized.
  

  Customer response

  12/13/2023

   
  Complaint: 20915905
  
  BBB Complaint response
  
  I am rejecting this response because action still needs to be taken on the business part.

  I provided all proof of payments that were requested on 11/30/23. A payment that was missing on the ledger, which posted on 9/2/22, was being investigated. I had been asked to provide the September 2022 statement, as well as statement for three subsequent months, this was provided. The subsequent statements were provided to show that the money did not come back into my account. First ********************** reviewed the statements and found that the money was not credited back. 

  On 12/7/23 I was asked to provide proof from the bank that the 9/2/2022 transaction was not returned to my account. On 12/11/2023 I was asked to provide a trace on the transaction. I called and visited my bank, it was explained to me that the transaction, which was a debit payment from my account, using my debit card, is not a type of transaction that can be traced, and that, given that it was over a year old, the only thing the bank would provide was a statement. This was explained to both the *** board and First Service on 12/12/2023, I offered to provide statements for the months after and review them with First Service. 
  
  As of 12/13/2023, I am awaiting a response from First Service. 
  
  Sincerely,
  
  *********************************

  Customer response

  12/13/2023

  Statements attached. 

  

  Business response

  01/02/2024

  Thank your for your patience.  

  We have been in contact with the property manager about this issue and the property manager has been in contact with ***********************  the below is the last communication that our manager had with **********************

  I reached out to her Friday evening to request the transaction history report. I explained to her that we call the bank and were informed that the transaction history report is obtainable by going to the local branch and talking with the bankers. She replied and stated she would try again today.
  
  We cannot issue a credit without this report.

  The board is committed to issueing the credit as long as she provides the documentation.

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The ******************** changed management companies on Nov/1/2023 for Top Notch Residential as of today 11/20/2023n we have not been given access to any of the bank accounts associated with the ******* and have been unable to pay our venders and perform necessary work. FSR must release these funds immediately.

  

  Business response

  11/28/2023

   

  ********************** is a resident of ******************** *********************** (the Association) which was previously managed by FirstService Residential. All funds referred to by ********************** were sent to the Association after the management contract between FirstService and the Association terminated. Some of the funds were held until November 21, 2023, to allow checks to clear the account, as is standard procedure. 

  Customer response

  12/01/2023

   
  Complaint: 20895329
  
  I am rejecting this response because:
  

  we were informed that the Check has still not been received 

  We requested a wire transfer or new check to be sent and tracked 
  No response from first service residential

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

  

  Business response

  12/05/2023

   

  ********************** is a resident of ******************** *********************** (the Association) which was previously managed by FirstService Residential.The issue is the transfer of Association funds from the ***************** account to the new ********************** company.  ******** sent two checks to the new management company via ***** *** provided evidence that the payments were received by the new management company, but the company claims they did not receive them.  FirstService did not mail the payments but has been assisting the Association in its discussions with the bank to have replacement checks sent.. Since the checks were cashiers checks there may be waiting period before new checks can be issued.
  
  

  

  Business response

  12/05/2023

   

  ********************** is a resident of ******************** *********************** (the Association) which was previously managed by FirstService Residential.The issue is the transfer of Association funds from the ***************** account to the new ********************** company.  ******** sent two checks to the new management company via ***** *** provided evidence that the payments were received by the new management company, but the company claims they did not receive them.  FirstService did not mail the payments but has been assisting the Association in its discussions with the bank to have replacement checks sent.. Since the checks were cashiers checks there may be waiting period before new checks can be issued.
  
  

  Customer response

  12/06/2023

  Responding to fsrs correspondence made on December 5th, 2023

  
  I Reject their response 
  
  The local police department and the new management company have accessed the camera system and have evidence that the checks were not delivered 
  Our Vice President contacted the bank and was informed that as the accounts were closed and that they are cashiers check they can only be cancelled and re issued by the last signature which is FSR
  Sadly despite numerous calls and emails FSR is refusing to cooperate leaving us in a critical situation 
  We want FSR to stop holding our funds so we can all move on
  

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