Questions to Ask FirstService, Associa, or RealManage

Quick Answer

National management companies such as FirstService Residential, Associa, and RealManage can offer scale, but scale also means standard contracts, rotating staff, and fees that vary by market. The best protection for your board is to ask every company, including us, the same questions and require written answers. Below are 18 questions grouped by topic, with what a good answer looks like.

Fees and Pricing

• 1. What is the all-in monthly cost per home? A good answer is a single written number plus a list of what is excluded.
• 2. What one-time fees apply? Ask about setup, onboarding, and records transfer. Compare with APM's published $500 (up to 75 homes) and $1,200 (up to 200 homes).
• 3. Which services are billed separately? Resale documents, special assessments, project management percentages, collections, and extra meetings are common add-ons.
• 4. How and when can rates increase? Look for a stated cap or formula, not "at our discretion."
• 5. What do after-hours calls and long meetings cost? At APM, after-hours calls are $75 per occurrence and meetings beyond two hours are billed hourly.

Contract Terms

• 6. How long is the initial term and how does it renew? APM's is two years, then annual. Watch for automatic multi-year renewals.
• 7. What are the termination terms? Get the notice period and any fees in writing before signing.
• 8. What happens to our records and data if we leave? You should receive complete financial and association records in a usable format, promptly and at no surprise cost.

People and Service

• 9. Who is my day-to-day contact? Ask for a name, not a department.
• 10. How many communities does that person manage, and what is the typical turnover for managers on your portfolio?
• 11. What is your standard response time to board and homeowner requests, and how is it measured?
• 12. Who handles emergencies after hours, and are they familiar with our community?

Money and Transparency

• 13. Which financial reports does the board receive each month, and how soon after month end? APM includes monthly financial reports.
• 14. Does the company earn rebates, commissions, or fees from vendors or insurers it recommends? Require disclosure of any.
• 15. How are vendors selected and how often are bids required? Boards should see competing bids on significant work.

Technology and Local Expertise

• 16. Is the board and homeowner portal included, and what does it cost? APM includes portal access.
• 17. How do you handle our state's laws? Ask for examples of recent changes they helped communities implement. See our guides to Michigan and California law changes.
• 18. Can we speak with current clients of similar size and age? Ask for references, then compare with independent board reviews.

How to Use These Answers

Put every company's answers side by side using our comparison grid. If a company will not answer a question in writing, treat that as information. For APM's rates, see what APM charges per door, and for more questions read 15 questions to ask before signing an HOA contract.

Ready to compare? Request a free itemized APM proposal, or learn how to switch management companies smoothly.

FirstService Residential, Associa, and RealManage are named only to identify well-known national companies a board may be comparing. This article makes no claims about their prices or practices; confirm all terms directly with each company.