Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are submitting this complaint with ************* Residential regarding a $710 charge for a pipe repair between 2 units. We reviewed our Condominium Declaration, the Illinois Condominium Property Act (ICPA), and assessments from our renovation contractor and the building engineer. All confirm that the leaking pipe is located within the buildings structural slab, between two units, and is not accessible from our unit.The Association claims each units plumbing connections go from the unit to the main line and are not common piping. This does not apply here.Our Condominium Declaration states:Pipes, ducts, conduits, and other utility systems that serve more than one unit shall be deemed common elements and shall be maintained, repaired, and replaced by the Association.According to both contractor and building engineer evaluations:- The pipe is embedded in concrete within the shared structural infrastructure of the building.- It lies between two units and is not part of the accessible plumbing in our unit.- It was not replaced during our renovation, as confirmed by the contractor.- The pipe sits below the shower assembly and concrete slab, making it inaccessible from our unit. The only way to access it was by opening the ceiling from the unit below.These facts clearly indicate that this pipe is not exclusive to our unit and meets the definition of a common element as outlined in our governing documents.The **** further reinforces this:Section 9(e) of the Illinois Condominium Property Act (765 ILCS 605/9) states:Except to the extent otherwise provided by the condominium instruments, the board of managers shall have the duty to maintain, repair and replace the common elements.Because the pipe is a building infrastructure element embedded between two units (common element), the Association is responsible.We are requesting that ************* Residential withdraw the $710 charge and take responsibility for the repair.

  

  Business Response

  Date: 05/20/2025

  We take concerns of this nature very seriously. The matter has been reviewed with the management team, and we are currently consulting the condominium associations legal counsel to ensure your questions are addressed accurately and appropriately. You can expect a follow-up from the management team within the next 23 business days with their findings.
  
  

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/28/25 we closed on our new home . Our assessment payment is due 3/1 . As instructed we sent in the deed to create the account. I received a call from ************* advising that the account has been created and she provided the amount due of $412.62 and the account number . She provided the address to mail the first payment to in ********. I mailed the check on 3/6. It came out of my account on 3/11. ************* deposited the check in the wrong account. Now first service is indicating thats not the correct amount and no idea where that acct number came from. I was provided the account number that the check was deposited into from a *** at first service . (Mind you neither of the acct numbers I was provided) I have called multiple times now to resolve the issue. I have been tossed around and received no resolution. I have spoken with multiple supervisors who promised a callback and yet nothing. Called yet again for about the 6th time and told its being worked on, but we cant give a timeframe. Mind you this was the 6th and it is now the 20th. I am ***eatedly told that accounting is working on it trying to figure out how to resolve it and will hear back but never do. This was the very first payment , needless to say I am not impressed . ******** customer service and no conflict resolution. Here it is almost time to make the next months payment and I can say I have 0 trust in this company and managing my money. I understand mistakes happen, but then you find a resolution and correct your mistakes.

  

  Business Response

  Date: 03/26/2025

  We understand Ms. ****** frustration with this situation and do apologize for any communication challenges that came along with the initial payment process. Our community association manager was able to investigate and resolve the matter. We appreciate Ms. ****** patience as we worked on a resolution.
  
  

  Customer Answer

  Date: 03/27/2025

   
  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

  Date:03/14/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/13/2025, our car was unlawfully towed, authorized by *** Property Manager ******** *******. This action violated the **** bylaws, specifically the rule in the policy sent on 3/6, which states: oThe guest parking spaces (each a Guest Parking Space) shall be unallocated and available on first come-first serve basis. Unless expressly permitted by the Board the following shall apply: Guest Parking spaces shall not be used for overnight Resident parking. No boats, recreational vehicles, trailers or other vehicles shall be parked or stored in a Guest Parking Space for more than twenty- four (24) hours at a time, and a guest shall not be permitted to park a vehicle overnight in a guest parking space for than seventy-two (72) hours. Effective immediately, any resident's vehicle parked in the guest parking area will be stickered and then towed. There will be no exceptions."We did not violate this policywe were in the guest parking for only 7.5 hours starting at 8 a.m., never overnight, and no sticker was applied to our vehicle. Furthermore, we received no advance notice, as promised in the policy.Weve repeatedly contacted ******** and *** Customer Support, but she falsely claims our car was stickered. Despite multiple requests, she has refused to provide proof. The towing company confirmed the *** has images showing no stickers prior to the ****** homeowners who respect the community, we are being unfairly targeted. The *** President even threatened my spouse with physical violence when we asked for video footage of the incident. The *** and FirstService Residential must correct this wrongful tow, reimburse us for the towing costs, and provide proof or prior notice, as required by their policy. 

• Initial Complaint

  Date:12/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction date July 2, 2024 I sold my condo in the building at *************************************** in June and the association fee for month of July is the responsibility of new owner.First Residential has charged me the July associated fee dues and has yet to credit my account back or mail me a check I have talked to building manager multiple times - was told a check was mailed, your account got credited, etc... now she is no longer there. No in person associate there anymore They answer the customer service line, but since July I have made three separate reports with them and now am told these have been opened and closed... yet I have not gotten my money back Not sure what more I can do to get my money back/refund

  

  Business Response

  Date: 01/06/2025

  Our records indicate a refund check for $605.43 was mailed to Mr. ********* at the address we have on file on September 5, 2024. As of December 11, 2024, our bank records showed the check was uncashed. Consistent with our accounts payable process, the refund check was voided as it was outstanding for over 90 days.   

  
  

  We will contact Mr. ********* to obtain his current mailing address and reissue the refund payment.

• Initial Complaint

  Date:12/21/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  first residential managages HOA fees for my property at *****************. Apparently, my credit car expired in Sept, and I got a letter stating that my property has been on Demand, they have charged me increasing amount of late fee and fee for "demand letter"which I only got one today, which is on the 12/21. I have not received any texts, calls, emails informing me that my card expired or I was late on HOA fee. In fact, I emailed ****** the building manager last month about my chimney requires repair and she neve mentioned. In all, I been charged criminally amount of late fee well over 1200 dollars! You think common sense is a quick email, or text? No,they waited3 months then get lawyer to send me a letter so they can collect the late fees!!! Typical typical under hand scheme!

  

  Business Response

  Date: 01/03/2025

  Our records indicate a refund check for $605.43 was mailed to Mr. ********* at the address we have on file on September 5, 2024. As of December 11, 2024, our bank records showed the check was uncashed. Consistent with our accounts payable process, the refund check was voided as it was outstanding for over 90 days.   
  
  We will contact Mr. ********* to obtain his current mailing address and reissue the refund payment.

  

  Business Response

  Date: 01/08/2025

  FirstService Residentials standard operating procedure indicates that at least one balance due letter must be mailed to the homeowner listed on file. According to our records, three balance due letters were mailed to the homeowner listed on file, ****** **********, on the following dates: 10/07/2024, 11/07/2024, and 12/05/2024 before the account was turned over to the associations legal partner.
  
  Once an account is turned over to collections the owner on file must contact the associations legal partner for further communication and payment arrangement. The homeowners payment portal is locked when an account is sent to legal. Once the account is current and up to date the homeowner can resume making payments via the electronic payment portal.
  
  As stated in the associations governing documents it is at the discretion of the board of directors to approve the requested late fee credit; we encourage the homeowner to follow up with the board of directors regarding this request.

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22718882
  
  I am rejecting this response because:
  

  Please kind provide the logic or the legality of freezing my account while send to the lawyers'  office. Please do not say " it's standard procedure". It means nothing in the court of law, and please provide proof ONE SINGLE PHONE CALL, ONE SINGLE TEXT"  you have notified me about late HOA charge. Further more, please provide EVIDENCE the lawyer office has NOT receive any benefit such as  free dinner, free lunch, vouchers, invitations of first residential parties, free merchandises, ect. 

  As far as I can tell, this is a extortion scam, that first residential who has not may I say a reputable history, colluding with lawyers to extract money. 
  Shame on first resdiential!!! 

  
  Sincerely,
  
  Guo Phoenix

  

  Business Response

  Date: 01/15/2025

  While we understand Mr. ******** frustration with this situation, as we previously stated, FirstService Residential is required to send at least one balance due letter to residents when an account is past due. We mailed three letters to the address we have on file for Mr. ******** However, we are not required, nor is it our standard operating procedure, to send association payment reminder text messages or personal phone calls. Making timely payments is ultimately the owners responsibility.

  Our leadership has been in contact with Mr. ******* directly via email and telephone. Our team has encouraged Mr. ******* to request a hearing from the board of directors during the next board meeting, as the board holds the authority to credit any applicable fees associated with this matter per Mr. ******** request. Absent board approval, FirstService Residential is not authorized to apply any such credits. That said, should the board approve this request we will of course follow their directive.

  Customer Answer

  Date: 01/19/2025

   
  Complaint: 22718882
  
  I am rejecting this response because:

  Despite First Residential claim that they sent THREE letters, I have not received even ONE!! In today's era, it's very improbable for **** losing one letter, it's impossible to lose THREE letters in ****. 
  Further more, I ask first residential to back this claim with evidence: please provide any evidence three letters were sent: i.e the dates sent, by which staff, and **** tracking. 

  Again, freezing my account by quoting "standard procedure" is logically  meaningless; it is extortion: unless I pay the lawyers fees which is excessive at best, I am prevented from paying late fees and regular fees: which accumulate. It is extortion by calling it "standard procedure"; "the matter goes to legal department" etc etc etc. 

  Lastly, I already paid the lawyer fees and my account is still frozen now, and there is an over payment of 700 dollars missing some where between First Residential and the lawyers office, should I be worried about embezzlement now??

  Sincerely,
  
  Guo Phoenix

• Initial Complaint

  Date:11/10/2024

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a Unit Owner in ************************************ which is managed by First Residential **************************** I had informed the building management office of ********************* that I wanted to get the sofa and the bed delivered to my apartment on Sunday (11/10/2024). The building management office of ********************* emailed me to inform me that the time slot to deliver the furniture on that particular Sunday is fully available ( The freight elevator is not booked for the entire day ). I sent them an email and informed them that the sofa and bed will be delivered at 10:30 am on Sunday (11/10/2024) and I will be in the apartment to receive the sofa and the bed. When the delivery person reached *********************, the doorman called ******** ****** ( building manager ) in front of me who specifically informed the doorman to not allow the delivery even if the freight elevator is fully available for the entire day. I had no choice but to send the delivery person back with the furniture. Also, I had to pay the delivery person for wasting their delivery time. Later I came to know from one of the unit owners that ******** ****** (building manager of *********************) did not allow the delivery of the furniture to my apartment even when the freight elevator was fully available for that particular day because she probably expected cash funds to be given to her before she could allow the delivery to happen. I heard from the residents of ********************* that It seems that the building management office ( ******** ****** ) probably expects cash funds from the unit owners and the tenants before the deliveries or any work orders are scheduled. The whole delivery process was such a mess that I want the building management office of ********************* to give me a credit of $150 which I had to pay the delivery person since he billed me for wasting his delivery time.

  

  Business Response

  Date: 11/19/2024

  FirstService Residential is a third-party managing agent for ********************** ************************ One of our many tasks that we fulfill in our role as managing agent is to enforce the associations rules and regulations that are authored and maintained by the associations board of directors.
  
  Ms. ****, the owner of unit #**** at ********************** *********************** was informed of the associations rules and regulations regarding deliveries by the management office on Monday, November 4, 2024. In summary, all deliveries must be pre-scheduled with the management office and  include all the information requested to be added to the associations delivery calendar. Ms. **** did not pre-schedule her delivery with the management office and therefore her delivery was not added to the schedule for that weekend. Ms. **** sent a communication to the management office after the office was closed on Saturday, November 9, 2024 for a delivery that she wanted to schedule for Sunday, November 10, 2024.
  
  Ms. **** entered the building lobby on Sunday, November 10, 2024 and proceeded to demand that the building staff not follow the rules and regulations of the association and permit her delivery to take place. When the staff did not accommodate, Ms. **** proceeded to scream and yell at the building staff. Management was called by the building staff to assist in diffusing the situation. This is documented by the building staff in an incident report.
  
  The accusation made by Ms. **** in her complaint to the BBB that the property manager probably expected cash funds to be given to her before she could allow the delivery to happen is defamatory and will not be tolerated unless there is evidence that backs up this accusation.
  
  The Board of Directors for ********************** *********************** has been made aware of this incident and will handle it accordingly.

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22537995
  
  I am rejecting this response because:

  The building manager ******** ****** issued invoices worth $4,524 for alleged repair work done inside my apartment to claim my insurance check of $4,546. Since I refused to hand over my insurance check to the building manager, the building manager ******** ****** has instructed the building maintenance team to halt all deliveries to my apartment. I do not receive any packages. Also, my insurance company informed me that my insurance check $4,524 was intercepted by the building management office and sent as a return mail. I have already informed the Board President and one of the Board of Directors about it. The building management office also took all the claim details from me. So, the building management office had all my insurance details before they issued the invoices of $4,524. I also realized that all my mails, packages are intercepted by the building manager and sent as a return mail or probably thrown away. Also, in case of emergencies if I have to call the front desk, all my calls are been forwarded to the building manager office who does not pick up or it is sent to voicemail. So when the building management office is closed on the weekend, I am unable to reach the front desk. All this is an attempt by the building manager has a revenge tactic for not handing my insurance check $4,546 to her for the invoices that she issued me for the alleged repair work done by her inside my apartment. The invoices issued by the building manager is of $4,524 which almost the same amount of $4,546. All my communication with the management office and insurance company is on emails and well documented.
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 11/20/2024

  Ms. ***** issue regarding her insurance claim is well documented and the board of directors for the association is well aware of Ms. ***** allegations. We remind Ms. **** that as an owner at *********************** she may bring her concerns directly to the board of directors attention at their board meetings. Board meetings are held weekly; all board meetings are posted on the Connect platform for reference.
  
  

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22537995
  
  I am rejecting this response because:
  
  I already had a 1 hr Zoom meeting with the Board President and one of the Board directors and informed them that the building manager had issued me invoices worth $4,524 over an email to claim my insurance check of $4,546. I also informed them that the invoices of $4,524 were issued by the building manager ******** ****** after the claim amount was declared by the insurance company. In the Zoom meeting, I also informed the board of directors that the building management office ( ******** ****** and ****** ***** ) had all my claim details and also they had intercepted my insurance check and send as a return email which was verified by my insurance company. The Board President and one of the Board directors informed me that they will get back to me. I have still not heard back from them. The Zoom meeting was a 1 hr meeting recorded by the building management office to discuss the insurance claims. The Zoom meeting was attended by Board President, one of the Board Directors, ******** ******, ****** ***** and Mali ******. I asked a copy of the Zoom meeting recording after the meeting was completed, but ******* ****** did not send it to me. 

  All that I have mentioned above is over emails and well documented. 
  Also, all my communication with the building management office, Board of Directors, insurance company and delivery companies are over emails and very well documented. I hope to hear a response from the Board of Directors that works well for me since I am the one who has been issued invoices of $4,524 by the building management office ( ******** ****** ) to claim my insurance check of $4,546. Also, the building management office has no authority to block mails, packages and deliveries to my apartment. 
  

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

• Initial Complaint

  Date:10/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We live at **************************. We have lived here for 7 years. Each year our monthly fees go up and we pay a very healthy amount as we live in a Townhome.The following issues have continued with no success in resolving the issues. We have contacted the local representative over a dozen times with No response or resolution.Since we have lived here there have been two representatives and now the second ****** has left the Company.The specific issues are as follows that have not been addressed or responded to: 1. The landscape company has damaged our Central Air Conditioning Unit while cutting the grass. They broke the screws off the base and also dented the unit. 2. Our deck was stained last September, but they used improper stain and it is peeling in less than a year. This issue has dozens of other complaints from many residents. The work was supposed to be done over 7 weeks ago. First Residential keeps promising, but nothing has been done. It will now be too late due to the weather.3. The landscape workers refuse to cut the grass in spots and the weeds and growth are taking over our lawns. No response.4. Emails and calls continue to go unanswered.5. We have large cracks in our concrete driveway - nothing has been fixed. Thank you.

  

  Business Response

  Date: 11/08/2024

  We followed up with the team that manages Mr. ******** concerns and issued a property inspection immediately.

  Our team is taking the following actions:
  

  Our Regional Director has been in contact with Mr. ******* regarding options for repairing the A/C unit.
  

  We had to change the stain we use on decking from an oil-based stain to a water-based stain to adhere to local law. Unfortunately, it did not perform well and we are working with ourvendor to find a better product to use in the spring. It has taken longer than we anticipated to find the right product. Weve submitted the work order and Mr. ******** deck will be stained as soon as we can in the spring.

  Our community inspection did not turn up any areas that were missed in the recent treatment but we have conveyed the concerns to our landscaping partner. The ******************* issued a final lawn fertilization at the end of October that is designed to deter weed growth and aid in healthy grass growing.
  

  Our apologies for the delayed response. We invite Mr. ******* to reach out to the Regional Director for his property to get updates on these projects or call our 24/7 ************* number for immediate assistance.
  

  Unfortunately, concrete maintenance and repair is suspended until the spring however, we have placed a work order for Mr. ******** driveway to be addressed as soon as concrete work can commence in the spring.
  

  Our sincerest apologies for the delays. We appreciate your feedback and will ensure we are actively working to employ the most befitting resolve for your concerns.

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Firstservice is a residential management company. I owned a condominium in one of the buildings they managed. About a year ago, my checking account was compromised and my bank gave me a new account number. I missed updating my banking information on Firstservice website and my account was sent to an attorney. Firstservice gave me the name and phone number to an attorney that no longer worked at the law firm. I reached out to Firstservice severa times and they promised they would call le back and provide the correct information. They never did. I then received a letter in the mail from the law firm stating that if I didnt pay $8,500 they would vacate me and **** the association would be the new owner of my unit. Given the threat, I paid the attorney fees and outstanding association fees. Attorney fees were close to $6,000. I have requested that the management company help pay as they provided the wrong attorney information. I did not receive a response.

  

  Business Response

  Date: 10/21/2024

  After thoroughly researching the homeowner's complaint we have determined that ****** ****** at 1339 *. ******** has not been to collections with FirstService Residential, Illinois. We began managing the property in October 2023. We have reviewed Mr. ******* account history and found that did not have an outstanding balance of $8,500 at any time during our management engagement at the property.
  
  

• Initial Complaint

  Date:08/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold my property on July 1st. Went back and forth with First Residential on final numbers for settlement statement. all numbers were finalized with them and they were paid during the close for outstanding balance. Come July 10th they still took monies about as they did not cancel my autopay until after the additional payment was made. they should have cancelled on the 1st when the unit was sold.I have reached out to them and they are requesting my bank statement which I will not share with them as there is too much other info I don't trust them with. I have shared a screen shot of the transaction from the account with them,, along with the settlement statement and they can see from my ClickPay account that the payment was processed. I'm baffled why they need my full bank statement - they don't need this since they have the monies, they see it came from clickpay from my account and they have the settlement statement also.******************************* *********************************************** refuses to call me back after multiple attempts to request she call me to discuss.Their whole management team is quite clueless as to what to do.

  

  Business Response

  Date: 08/20/2024

  FirstService Residential is the managing agent for The Private Residences at ************* *********************** and manages the associations assessment collections. All owners at the association may utilize a third-party application, ClickPay, to pay their monthly assessments that are owed to the association. As ClickPay users, owners at the association are the only ones who can update their account information since FirstService Residential has no access to the owners accounts nor able to update the owners accounts. Our management team advised the owner prior to the sale that all ClickPay information should be cancelled by the owner since the due amount for the month of July, 2024 would be covered during the sale of the unit. Upon finding out that the owner was charged after the sale of the unit and that the owner did not cancel their account with ClickPay resulting in a processing of a payment, our team advised the owner that we would process a refund. The refund has been processed. We take our guests' feedback seriously and encourage you to contact us directly if you'd like to share any additional comments, or if there's anything further that we can assist you with. 
  
  

• Initial Complaint

  Date:06/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have moved in 4 weeks ago, and I have yet to receive my deposit back. They informed me that "When we receive word that there was no damage during your move, your deposit will be returned." I moved in on May 21st. I now do not trust the ability of them to return me my deposit period as several moves had occurred after mine at this point and they cannot confirm whether I caused damage or not. I want the deposit back immediately, as I have given them reasonable time to contact the building about getting my deposit returned. They are generally unresponsive over phone and email without persistent messaging. They almost tanked my move in date due to them being unresponsive to me. It required me calling them multiple times and sending half a dozen emails when it was a short term turnaround on moving. I have been courteous and patient but this is horrible customer service when I am paying hundreds of dollars.

  

  Business Response

  Date: 07/22/2024

  ****************** requested his deposit on June 10, management informed him that after damage assessments were completed his deposit would be returned.June 13, management informed ****************** that there was no damage and that his deposit check would be returned to him. On June 20, Mr. ******** deposit check was returned.We appreciate Mr. ******** patience during this time.