FirstService Residential Arizona

The account number for the property located at [redacted] is: [redacted]. Enclosed is a copy of the current billing statement that will be mailed on December 15, 2016. In addition to the current billing statement, enclosed are all of the payment options available, as well as a user guide for electronic billing statements. Please note, that neither a billing statement or account number is required to submit a payment.Payments can be identified and posted using the property address.

June 9, 2015 Revdex.com4428 North 12th StreetPhoenix AZ 85014-4585Subject:            Case # [redacted]RE: [redacted] To Whom It May Concern; I am writing in regards to Case # [redacted] submitted to your office concerning homeowner [redacted]. This homeowner currently resides in one of the communities that FirstService Residential Arizona manages on behalf of [redacted], a nonprofit corporation.  As previously stated in our first response, Mr. [redacted] is currently in collections with the law firm [redacted], the Association’s legal representative. Please direct all future correspondence to the law firm of [redacted] directly by contacting [redacted], Esq. at [redacted]. When the Association places a delinquent account for legal collection, as is the case here, the law firm handles the notices and communications sent by it to the delinquent owner, not FirstService Residential as the managing agent.  FirstService Residential Arizona respectfully requests that the complaint be removed in its entirety from our business page on the Revdex.com.Thank you.  [redacted]President  Cc:  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Quite frankly the customer service is unacceptable. I clearly provided the data listed as to why the $50 fee was not listed in the first letter, the payment was made within the dates listed on the letter and the fee was still charged. I will not call a phone number to file a complaint because I followed the terms of the initial letter. A phone call to do what? Provide the same data I provided on the Revdex.com website? I would hope that first residential would actually just provide GREAT customer service and waive the fee. 

Regards,

The documents provided in the response are still insufficient as they do not show an account number TO ACTUALLY PAY. 
Furthermore, First Service is STILL TO THIS DAY is unable to send me a bill in writing even after REQUESTING it half a dozen times.
I have had to call First Services' HORRIBLE customer service group countless times, they either cannot or will not help.  They hang up on people, transfer to dead--ends or "accounts payable" who doesn't know anything.  I have appealed to the community manager, her boss and corporate.  ALL either ignore my pleas or are unable to help.

Mr. [redacted], purchased the property at [redacted] on March 4, 2014 and at his request all the disclosure documents were delivered electronically to [redacted] on February 10, 2015 at 9:00am. The disclosure documents include the Declaration of Covenants,...

Conditions, Restrictions Easements for Andersen Springs (“CC&Rs”), which outline the homeowner’s obligations. One the items outlined in“CC&Rs” is the obligation to pay the Assessments as they become due. The Assessments for the Community Associations are due on April 1st, and October 1st. The assessment obligation is outlined on,pages 5,6,8 and 314 of the disclosure package, attached are the referenced pages. Page 314, also outlines the Association’s collections policy, should assessments not be paid as they become due.After failing to pay the April 2015 Semi-Annual Assessment Mr. [redacted]’s account was transitioned to the Association’s collections attorney on September 10, 2015. Mr. [redacted] contacted FirstService Residential regarding delinquency notices almost year after his account was transitioned to the Collections Attorney.It was at this time; it was noted that data entry mistake resulted in the delinquency notices not being delivered Mr. [redacted]. First Service Residential waived $693.36 due to the data entry mistake.The waiver of $693.36 was excluded from the amount collected by the collections attorney. The wavier was processed after the assessments were brought current, attached is a copy of the ledger.

RUN!!! Their name does not match their service. First Service. In truth, service is the last thing they truly do. They talk a good game; even have a good game, for themselves; not members of the association they represent. Do your due diligence. Read the Revdex.com complaints. You will see a pattern here. There are a lot of really good companies who do similar work. Take the time; don't necessarily take the least expensive or the best talker. CHECK MULTIPLE REFERENCES....

BUYER Beware.

I understand what they...

are saying that they sent out letters, but my point is that I specifically called in to see exactly what needed to be corrected after the first letter.  The gentleman said he didn't specifically know what the fine was for and he would have someone call me back to let me know.  I never got a call back.  I thought my yard was in good condition and if I don't know what specifically needs to be fixed then how do I know what to do.  Up until these notices, every other notice has always showed a specific picture  of what needs to be done.  I keep my yard maintained and from other residents in Rancho El Dorado, I am not the only one that this is happening too. If fines are going to be assessed then there should be evidence of specifically what needs to be rectified if a picture is not provided and just not a letter of basically stating general maintenance.

In response to Mr. [redacted]’s latest correspondence, we have included the email that was sent to the address provided by the homeowner in which we also enclosed an account ledger. When Mr. [redacted] called into our National Call Center on January 9th, 2015 he was provided with an account balance of $186, which was confirmed by the account ledger emailed to the homeowner on January 14th, 2015.After Mr. [redacted] spoke to the Call Center in January, he contacted a third party payment processing center, [redacted] to make his semi-annual dues payment. At this time, he never updated the information from his previous property at [redacted] to his current residence at [redacted] Rd. causing the payment to be applied to the previous property address. We ask that if Mr. [redacted] chooses to utilize [redacted] in the future, that he updates the account information to include the new property address and account number [redacted]. In good faith we have waived the $150 Final Demand fee.If Mr. [redacted] has additional questions or concerns, I can be contacted directly at ###-###-####. Sincerely,[redacted]Supervisor, Accounts Receivable Department

Dear Revdex.com,We have additional documentation to submit, but attachment limit is only allowing us up to 4 documents.  Please advise how to attached the additional documentation.Thank you,Ashley T[redacted]

June 9, 2015 Revdex.com4428 North 12th StreetPhoenix AZ 85014-4585Subject:            Case # [redacted]RE: [redacted], [redacted] To Whom It May Concern; I am writing in regards to Case # [redacted] submitted to your office concerning homeowner [redacted]. This homeowner currently resides in one of the communities that FirstService Residential Arizona manages on behalf of [redacted], a nonprofit corporation.  As previously stated in our first response, Mr. [redacted] is currently in collections with the law firm [redacted], the Association’s legal representative. Please direct all future correspondence to the law firm of [redacted] directly by contacting [redacted], Esq. at [redacted]. When the Association places a delinquent account for legal collection, as is the case here, the law firm handles the notices and communications sent by it to the delinquent owner, not FirstService Residential as the managing agent.  FirstService Residential Arizona respectfully requests that the complaint be removed in its entirety from our business page on the Revdex.com.Thank you.  [redacted]President  Cc:  [redacted]

To Whom It May Concern;I am writing in regards to Case # [redacted] submitted to your office concerning [redacted], which is located in the Copper Leaf Community Association.As you are aware, FirstService Residential has been hired by the Copper Leaf Community AssociationBoard...

of Directors to assist them in managing the affairs of the Association. In the course of management, enforcement of the CC&R's, community rules and processing of homeowner payments.Per the Copper Leaf Community Association collection policy and governing documents, we issued a statement to Mr. [redacted] on 9/1/2014, 1011/2014 and 11/1/2014 (prior to the owner setting up automatic payment) providing him notice that his monthly dues were several months behind and that we had not received any payments. We understand that Mr. [redacted] setup automatic payments through our payment processing system (SurePay) on November 26th, 2014. At this time, Mr. [redacted] was notified by the payment processing company that his 12/1/2014 assessment payment would not be deducted and posted to his account automatically. We have attached a copy of two emails that were sent to the homeowner notifying him of this fact.Despite monthly statements and rebill notices being sent to the owner immediately following his automatic payment setup, we did not receive any communication from him until 3/23/2015 in which he contacted the community manager, Zachory Robinson who informed him of the details of the account. No communication was received until approximately 30 days later from the owner when our firm was notified that a complaint was filed with the Revdex.com.In an effort to work with the owner and resolve his concerns, the Copper Leaf Community Association is willing to waive all late fees on the account (totaling $90.00). Rebill fees in the amount of ($80.00) will remain on the account until the owner submits a request in writing to the Board of Directors of the community association. FirstService Residential does not have the authority to waive the Rebill fees on behalf of the Board of Directors and/or Association. Please be aware that there is no guarantee that the Board will approve of this waiver. Regardless, we would be happy to work with the owner to have the request submitted. Please feel free to contact me directly should you have any questions. We look forward to a resolution and the closing of this complaint as soon as possible.

In March 2013 the property located at [redacted] (“[redacted] property”) was originally purchased by [redacted]. However, in July, 2013 the home changed ownership to [redacted]. The [redacted] was not notified until August 2014. The billing statements for Mr. “[redacted]...

property” have been sent to the property address since March 2013. The January 2015 semi-annual billing statement for the [redacted] Association was also sent to the property address ([redacted]) however, this was the first statement sent under the name of [redacted]. If the statement wasn’t received it could have been due to the name change if the Postal Service was not notified by the homeowner. Additionally, Mr. [redacted] previously owned another property within the [redacted] Association. This property was located at [redacted]. After researching the missing payment with our third party vendor, [redacted], it appears that when Mr. [redacted] initiated the missing January 2015 payment, he used his previous property address ([redacted]) and previous account number. This payment has since been transferred to his current account linked to the property at [redacted]. As stated in the claim, Mr. [redacted] did contact FirstService Residential on January 9th, 2015. He received a subsequent email from our Accounts Receivable Department on January 14th, 2015 providing an account ledger. No return email was received stating a payment had been made, therefore no research was conducted at that time. Sincerely, [redacted]Supervisor, Accounts Receivable Department

Please our 2nd response to Complaint ID# 1[redacted] attached.  Should you have further questions or concerns, please do not hesitate to reach out.
 
Kindest regards,
Ashley T[redacted]
FirstService Residential

I am writing in regards to Case # [redacted] submitted to your office concerning [redacted], which is located in the [redacted]. As you are aware, FirstService Residential has been hired by the [redacted] of Directors...

 to assist them in managing the affairs of the Association. We have reached out to Ms. [redacted] to address her concerns. We advised her that a contracting firm has been scheduled to go out and review the issue with her ceiling. Previous contractors did not feel it was within their scope of ability and we have since found a company that will resolve the concern of the patio roof. We will work diligently with the Board of Directors of this association to get their approval for the expenditure. With respect to the storage shed, we advised Ms. [redacted] that this is the responsibility of her landlord/owner. We will be happy to assist her in contacting the owner to make him aware of her concerns. Thank you. [redacted] Regional Director FirstService Residential

Dear Revdex.com,We have additional documentation to submit, but attachment limit is only allowing us up to 4 documents.  Please advise how to attached the additional documentation.Thank you,Ashley T[redacted]

To whom it may concern,
 
Please find our second response to Complaint ID [redacted] attached for review.  Should you have any questions or concerns, please do not hesitate to reach out.
 
Kindest regards,
 
Ashley T[redacted]
FirstService Residential

To whom it may concern,
FirstService Residential Arizona, LLC (“FSR”) received information regarding a Revdex.com (“Revdex.com”) complaint against FSR submitted by Mr. [redacted] (Case # [redacted]). The complaint does not allege any improper action by FSR. Therefore,...

FSR respectfully requests that the complaint be removed in its entirety. FSR is the managing agent for [redacted], a nonprofit corporation (th “Association”). When owners of property within the Association (like Mr. [redacted]) fail to timely pay assessments, the recorded CC&Rs and state law create an obligation of the delinquent owner to pay the untimely assessments, as well as late charges, collection costs, and attorneys’ fees incurred in pursuing collection of the outstanding balance. In short, Mr. [redacted] appears to misunderstand that he is legally responsible for these additional fees and costs in addition to the delinquent assessments. The specific correspondence and notice referenced by Mr. [redacted] is from the Association’s legal representative, namely, the law firm of [redacted]. When the Association places a delinquent account for legal collection, as is the case here, the law firm handles the notices and communications sent by it to the delinquent owner, not FSR as the managing agent.Kind regards,Karl GehringFirstService ResidentialThank you,[redacted]FirstService Residential

I cannot see how they are doing anything to try to resolve this - at every opportunity they have failed to even hear my side of the story!

April 7, 2014 Revdex.com[redacted]  Subject:            Complaint ID...

# [redacted]                        RE:  [redacted], [redacted] ([redacted])                               Dear Mr [redacted], I appreciate your patience while I reviewed the [redacted] enforcement/fining policy.  Upon review, it appears that the $75.00 weed violation fine that was assessed to your account on March 10, 2014 was done so in error.   A credit of $75.00 will be applied to your account and will appear as a credit on your next billing statement.  I do apologize for any inconvenience this may have caused you.   If there is anything further I can do to assist you please feel free to contact me at ###-###-#### Kind regards, [redacted]Vice PresidentFirstService Residential

To whom it may concern,
FirstService Residential Arizona, LLC (“FSR”) received information regarding a Revdex.com (“Revdex.com”) complaint against FSR submitted by Mr. [redacted] (Case # [redacted]). The complaint does not allege any improper action by FSR. Therefore,...

FSR respectfully requests that the complaint be removed in its entirety. FSR is the managing agent for [redacted], a nonprofit corporation (th “Association”). When owners of property within the Association (like Mr. [redacted]) fail to timely pay assessments, the recorded CC&Rs and state law create an obligation of the delinquent owner to pay the untimely assessments, as well as late charges, collection costs, and attorneys’ fees incurred in pursuing collection of the outstanding balance. In short, Mr. [redacted] appears to misunderstand that he is legally responsible for these additional fees and costs in addition to the delinquent assessments. The specific correspondence and notice referenced by Mr. [redacted] is from the Association’s legal representative, namely, the law firm of [redacted]. When the Association places a delinquent account for legal collection, as is the case here, the law firm handles the notices and communications sent by it to the delinquent owner, not FSR as the managing agent.Kind regards,Karl GehringFirstService ResidentialThank you,[redacted]FirstService Residential