First Service Residential

From: Phil P*** Date: Tue, Apr 19, at 3:PMSubject: Fw: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint
#***.To: "[email protected]" Cc: Wayne M*** To Whom it may concern,I have been in contact with *** *** and her complaint is being addressed. PHIL P***Executive Director, Metro DivisionRandom Hills Rd., Suite | Fairfax, VA 22030Direct###-###-####| Main###-###-####Email***@fsresidential.comwww.fsresidential.comFollow us on |***|***|***|***

I am associated with this complaintPlease update your records.Thank you, Crystal C***

Revdex.com:At this time, I have not been contacted by First Service Residential regarding complaint ID ***.Sincerely,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:This company is still not returning communicationNothing that I have asked to be fixed has been fixedPost submitting the Revdex.com complaint, I received one phone call from Phil P***, nothing elseNo actions have been taken on behalf of First Service Residential. Thank you Revdex.com for working on this, I really do appreciate what you do! This is a difficult situation, and really calls for mediation prior to submitting into court. Regards,
*** ***

Good Afternoon,Attached please find a copy of the stipulation for the case of [redacted].  Also, please note the stipulation was for an adjustment which was made to the account in March 2017.  I have attached a copy of the maintenance breakdown for your view.  Should you have any...

questions, please do not hesitate to contact me.Thank you very much.JOYCE L[redacted]Assistant General Manager | Concourse Village Inc.FirstService Residential[redacted] [redacted] [redacted] 
[redacted] [redacted] [redacted] [redacted] [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.*Refund has been received - thank you*
Sincerely,
[redacted]

Surprise surprise.... FS Residential is not Revdex.com accredited. This organization does NOTHING as our HOA. We have had dead trees in the neighborhood for nearly a year. Some were finally removed and some just cut down as a stump. When they were removed, were they replaced? Nope. Our grass looks terrible. Landscapers come once a year. Dog waste services don't come often enough. Hold your breath walking past a container, because the service doesn't come often enough to keep the stench down. The stations run out of bags and overflow. They also didn't deliver pool passes to everyone who applied for them until August, and they underestimated the number of pool chairs needed and only added more by August. All in all, FS residential is famous in our neighborhood for accomplishing nothing in a timely manner and when they actually do something, they never follow through completely. I'm sad to say that the neighborhood is looking more and more like a dump thanks to them yet they continue to 'steal' our money every month. On top of all of that they have the nerve to issue notices to resident who plant flowers in attempt to make things look nicer around here. This company is nothing but a thief.

FirstService Residential is the management company for the [redacted] at [redacted].  The complainant wishes to receive a $100 refund from FirstService Residential because he was told by his real estate agent that basic cable and internet was provided "free." Neither cable nor...

internet is free.  His HOA just recently increased the monthly assessment to $100 for the remainder of 2017.  FirstService cannot legally authorize a refund of the gentleman's assessment as the assessment is legally required by ALL owners in the community.  This is not a matter for the Revdex.com.  The only entity that could possibly authorize such a refund is the HOA Board of Directors. Thank you!

The objection that [redacted] has is with the Board and the onsite management at the Sequoyah condominium who are not part of FirstService Residential.  She needs to take it up with them.  Additionally, our contract for financial only services with Sequoyah was terminated effective 8/31/17.  Please remove this complaint from our account.Phil P[redacted]Vice PresidentFirstService Residential, DC Metro

Here is response from Jessica K[redacted], General Manager for Sequoyah:Phil,[redacted] made her May and June payments with a credit card through [redacted] but received late fees since she did not initiate the payments until  Saturday, May 13th and Wednesday, June 14th.  She made a request...

to the Board to waive the late fees and was advised by the Board by letter that if she set up direct debit from her checking account, the fees would be removed.  I have had several different email conversations with her (as well as in-person conversations she had with the office staff) to try to explain what she must do.  I advised her in an email after the email documents she submitted to the Revdex.com that David U[redacted] had advised me that Direct Debit is now called Auto Pay and can be set up to through [redacted] to be debited from her checking account each month.  I also advised that the debit would occur on the 3rd of the month based on the information provided by David. She has provided proof of a payment set up with [redacted] but it is for a credit card payment on the 15th of the month.  The Board President advised her by email again yesterday that the only method the Board would accept is direct debit (or autopay) from her checking account in order for the fees to be removed. Please let me know if you have any questions. Thanks, Jessica K[redacted], CMCA, AMSGeneral ManagerSequoyah Condominium[redacted]Alexandria, VA [redacted](P) ###-###-####  (F) ###-###-#### (E) [email protected](W) www.sequoyahcondos.net

Attached please find a memo in response to the above case #.We have reviewed this matter. Before filing the Complaint with Revdex.com, Mr. [redacted] wrote to [redacted] [redacted], the Community Manager for his community, [redacted]. Attached is Mr. [redacted] email reply in...

which he advises that [redacted] is not authored to . waive the charges incurred by Mr. [redacted]. Only the Board of Directors of the Association may do so. Mr. [redacted] has place this on the agenda of the next Board meeting to be held on November 8, 2017. Thank you for your assistance. Alan *. T[redacted], Esq.In-House Counsel &Director of Risk Management  FirstService Residential

[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. I would like to add that Toddie F[redacted] far exceeded my expectations in handling my case.  I submitted a fee waiver request on the advice of Toddie and was told that $75.00 would be waived.  A decision I was not happy with but it was better than paying the full amount and I could live with the compromise.  She was incredibly helpful and patient in trying to understand and explain the resolution.  During our conversation Toddie took the time to understand the genesis of the problem so we could find the solution.  During our truly delightful conversation she was able to find the problem which was the perfect storm of events to create this situation.  As a result of her time we were able to correct the problem and because of this very rare case she was able to fully resolve my complaint.  I am highly satisfied and look forward to a positive relationship with my HOA  thank you Toddie.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
While they did advise me of the company autodraft on the 3rd . I had paid more than was needed for the dues in July to cover July and August dues once the fee was removed. Therefore the automated payments I made with click play to begin to be drafted on August 15th would have been paid two weeks prior to the due date in September . I do not blame Ms. K[redacted] because I realize that the director of the board of condos just doesn't care about the residents of the community . He was so set on being right in his own way , that he could not see that I wanted to pay in advance because of the way my payment schedule is at my job . Nevertheless, the association has changed the whole property management company changed beginning September 1st and I am sure that the board knew that , so giving me a hard time seems a bit unnecessary. Regards,
[redacted]

Revdex.com:At this time, my complaint, ID [redacted] regarding First Service Residential has been resolved. They reached out to me shortly after I initiated my complaint. I received a check for the amount due 10 days later....


(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,[redacted]

Hello Mr. [redacted], My name is Alexa and I'm the marketing manager for FirstService Residential Arizona and I will be working to assist in getting your case resolved. I have already contacted your community manager who will be reaching out to you directly. Together, we hope to provide a speedy...

resolution to this important matter. It is our goal to provide the best care that we can for your community. Please feel free to reach out to myself or your dedicated community manager, Toddie Fowler, in the future if anything arises. We are always here to help. Sincerely, Alexa S[redacted]

This company has been horrible for my neighborhood. My family has lived in arcola center for the past 3 years. We are paying tons in HOA fees with essentially no amenities to show for it. The person who manages my neighborhood sends out elaborate forms and requests to be allowed access to amenities that were promised over a year ago. There are so many rules and limitations that it almost seems like a prison rather than a walk-able up and coming community as was promised. For example, each household is allowed 1 guest pass for 12 free visits to the pool. Afterwards the cost is $25. This simply doesn't make sense to me. I have other family members in similar communities that we visit a few times a year and we enjoy the pool freely and openly. This is just one of many examples of poor management by this company. Its seems as though this is not even my neighborhood. I feel like a visitor in my own neighborhood. Please don't hire this company to manage your property if you want the residents to feel relaxed and enjoy their community.

Revdex.com:
At this time, I have not been contacted by First Service Residential regarding complaint ID [redacted].
Sincerely,
[redacted]

I am a resident in one of First Service's properties on Long Island. It takes a lot for me to write a negative review of a service however after repeated poor service, poor communication, and poor overall treatment, I had to write. Very basic maintenance requests are often ignored, not responded to, and overall I don't feel that this company actually cares about the residents they serve. I pay a lot of money every month in maintenance and often I feel like First Service actually thinks I'm asking for favors when I'm asking for services I pay for every month. I love where I live but the management of the property is always the one thing that gets me to think about moving. It's a shame but I just don't feel this company actually cares about the residents.

A suspension hearing was held on May 3, 2017 by the board.  The hearing results were mailed on May 4.  The letter is attached. The manager did not recall the hearing when she received the complainants later emails.The board's decision, unfortunately, is that with a payment plan of owing...

$905.00 the complainant would not have received pool passes until the balance was brought current.  Management does not make these decisions,.  They onlyimplement them.

Review: I moved out of my rented apartment at [redacted] on August [redacted], 2014. I have been calling and emailing to receive my deposit check and the staff are doing nothing to resolve the issue. It's been over 60 days and I was told I would receive my check within 45 days. The company owes me $4.499.29 and as a result of not receiving my deposit check on time, I now have other financial problems that stem from the company's lack of professionalism in resolving this issue.Desired Settlement: I need to receive my deposit check immediately.