FirstService Residential Arizona

To Whom It May Concern;I am writing in regards to Complaint ID # [redacted] submitted to your office concerning the regarding [redacted], [redacted], [redacted] which is located in the [redacted]. 

As you are aware, FirstService...

Residential has been hired by the [redacted] Board of Directors to assist them in managing the affairs of the Association. In the course of management, often residents will request us to enforce issues or take action that is outside of the Association’s ability. We understand that Ms. [redacted] has reached out to the association manager, [redacted], via email several times in order to discuss an issue with her neighbor. The emails were not received by Ms. [redacted]. Ms. [redacted] did follow up with a phone call to the manager on October 8th. The manager returned the phone call on the 16th to discuss her concerns.We understand and have apologized to Ms. [redacted] that the response from the phone call took as many days as it did. We have taken action to ensure that she receives the customer service she is looking for. To meet that end, the manager has spoken to Ms. [redacted] directly. The issue that Ms. [redacted] is having with her neighbor is a neighbor to neighbor issue regarding a tree and is outside of the Association’s control. Regardless, we have extended assistance to Ms. [redacted] in offering advice and possible solution options that she may seek with her neighbor and have also offered to contact the neighbor on behalf of Ms. [redacted].We apologize that the process was not quicker and understand this was the root of Ms. [redacted]’s dissatisfaction.

Thank you for your time and consideration. If you have any further questions, please feel free to give me a call at ###-###-####.

Thank you. [redacted]Vice President

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.I reject the business response as the main issue I have is when I made the payment in January, I at no time told them my old address and I don’t even know my current acct number let alone the acct number from my old address and would not tell them to apply a payment to a property I sold 4 years ago.  They should be intelligent enough to not apply a payment to an account for a property sold 4 years ago.  The other issue that I have a major problem with is the phantom email that they suggest was sent.  If I did receive that email there would have been no reason for me to call back in 3 or 4 more times and plead with them to find my payment and to stop sending me past due bills.  At no time did I ever receive a call back which I was promised multiple times.  This is a very poorly run company that doesn’t want to take responsibility for their inaction in this case.  I have yet to be sent a document stating that I am paid in full for this 6 month period and they have yet to tell me why I made a payment for $212 when the correct amount due was $188.Once I get a response from them on those items I will accept their explanation.Regards,[redacted]

Please find our response to Complaint [redacted] attached with supporting documentation for review.  Should you have any questions or concerns, please do not hesitate to reach out.
 
Kindest regards,
Ashley T[redacted]
FirstService Residential

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

[redacted] to assist them in managing the affairs of the Association. Although, FSR is the statutory agent for the association and therefore the main contact for the homeowners in the community, please note that we do take our direction from the Board of Directors who are obligated to set standards, enforce polices and govern the community according to their legal documents. The issue at hand concerns a unit in the community owned by Ms. [redacted] that is upset about some recent water shut offs that happened due to emergency situations. We notice the owners via email and resident alert when we have notice from our contractor. However, if it is a [redacted] line, they are not required to give notice as they have a utility easement that runs in the community. I pulled the data from Ms. [redacted] unit and she received a mass email alert regarding the water matter in our parking lot on 12/31/2013, 01/02/2014, and 01/01/2014. We certainly do not want to cause any inconvenience to any owner or resident at any time.Although we appreciate and understand Ms. [redacted] concerns, FSR has a duty to follow the direction of the board. We need to handle all urgent matters with immediate service.We apologize that the process was quicker. We must also work with the Board of Directors in getting authorization to proceed as well and certainly appreciate the patience and understanding that owner gives as we work through these obstacles. Thank you for your time and consideration. If you have any further questions, please feel free to give me a call at ###-###-####.  Thank you. [redacted]Vice President

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!

It is obvious whoever wrote this none since doesn’t understand what is going on and doesn’t have a clue on what is going on. We are going to say this once so have an English speaking person who has basic level of understanding read this and understand this do not waste our time with your nonsense writings.1)  It’s the home owner association’s obligation to send us a monthly statement, which they haven’t done so for years.2)   Even know they have not been sending us monthly statements we have been sending them checks every four months as we have been doing so since 20033)   It’s their obligation to cash those checks which they have not. And if their so called attorneys could actually read or have someone read our compliant for them they would see that we mentioned that we have been sending san tan home owners association checks and we have copies of those checks and I’m sure san tan home owners is not cashing dose checks so they can add phony charges to our account.4) Since this so called san tan home owner association so called attorney can’t read or understand anything including their legal obligations we will file complaints against their so called law firm, we had ordered you lase then nothings so called san tan home owners association so called attorneys not to contact us ever again and the reason is you are very unprofessional and you had made threats in your previous letter. That is why you don’t have a permeation to contact us.5) Since san tan home owners wants us to do their jobs they must send us a $10000 check.[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.

The business claims that it is not contractually bound to provide me with the information. Using that logic, then they also have no right to hold me accountable for any violation. If they want to go strictly by the book, then do so and do not send me any further notification. Instead of things being handled in a timely manner, they can be done through the out of state homeowner.

While I understand their position, they refuse to understand mine. Having had no knlowledge of what is required, there was no possible way for us to have prevented the situation. It is unrealistic to expect us to comply with a statute we had no knowledge of. This comany is out for money, and not the better good fo the community. They are in violation of their own [redacted]s and have a record of picking on leasees. Clearly they would rather go to court than to simply face reality. Potential homeowners should stay FAR away from any community that they manage,

Regards,

[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action will resolve my complaint, however with clarification.  For your reference, details of the offer I reviewed appear below.

I want to clarify statements in the response provided by First service Residential. First of all, no one ever reached out to me, I had to make multiple phone calls, with people saying I would receive a call back but never did. The only person that reached out to my was [redacted] by email, I had to initiate all phone calls and conversations with the company. Secondly I was told when I called initially to question the billing was that [redacted] had not given First Service Residential our December payments  and that was the reason for the bill being over twice what it normally was. They said to provide proof of payment which I did.  Not until over 1.5 weeks after when talking with [redacted] that she stated that they bill the next month in advance was the reason for the large bill, a change in the way the previous company [redacted] had done things. While I understand the differences in practice, they did not let the homeowners know that this was happening and I have spoken with many unhappy neighbors in my community that have gotten the run around from FSR and not clearly understanding the reasons for their large bills. Some advanced warning and clear explanation to the homeowners would go along way. 

Regards,

To

whom it may concern,

 

We

refer to Mr. [redacted]'s further

correspondence regarding the case number

above.

 

For background: FirstService Residential Arizona is a Community Association Management Co. which manages homeowner

associations in Arizona.

We are the management company

for the [redacted] where Mr. [redacted] is leasing a home. The

Board of Directors of [redacted], which are elected by the homeowners

who purchase homes in the community. The Board determines the compliance policies

that all owners/residents should follow including

the fine schedules. The management company

only administers the policies passed by

the Board of Directors.

 

Perhaps we were not clear in our previous correspondence on this issue.

The [redacted]'s contract relationship is only

with the owner of the property, who is the party

responsible for maintaining the property. The compliance letter was to the owner

advising them they might be fined if the issue was not resolved. As part of the association's effort to communicate, a

copy of the letter is also sent to the unit address and that is the letter Mr. [redacted] is referring to(copy attached). Mr. [redacted]'s contract relationship is with the owner

of the unit he is leasing, and not the association. Therefore the

obligation to provide the documents to Mr. [redacted] was solely

the responsibility of the owner.

 

In Mr. [redacted]'s response he speaks that "This Company

is out for money..." I refer to the above where I indicate the [redacted] Board

of Directors determines the fine policy

and if a fine is applicable the association receives

the fine money, not the management company. I'm glad to say there

was no fine incurred in this matter and the association appreciates Mr. [redacted]'s effort

in resolving this

issue.

 

Hopefully the above response will close this issue.

To whom

-0.05pt;"> it may concern,

We refer to your letter

dated May 13, 2014 regarding the Case Number

#10047613.

FirstService Residential Arizona is a Community Association Management Company which manages

homeowners associations in Arizona. We are the management company for the [redacted] where Mr. [redacted] is leasing a home.

Please be aware that when owners purchase

a home within a homeowners association (HOA) it is considered a contractual relationship

between that owner and the HOA. Because

of this contractual relationship,

the

owner is obligated to follow certain rules as spelled out it the association’s documents. In the case of Mr. [redacted], our

Compliance Coordinator found that certain shrubs were in need of being trimmed. Mr. [redacted] has complained

that he never received a copy of the association’s documents so therefore should not have received a violation

notice. Because Mr. [redacted] is leasing the home from an owner in Wigwam Creek North, it is the responsibility of that

owner to provide the required documents he has requested. Furthermore, the owner has submitted an authorization form to the association for Mr. [redacted] to only request parking passes or visitor tags but not to access the community website where he could

have downloaded the documents.

As

of today we have extended the compliance date to 5/18/2014 for Mr. [redacted] to have the shrubs trimmed as well

as providing him with an electronic copy of the documents. I have provided email correspondence between Mr. [redacted] and our representative [redacted].

I trust

this response to his complaint will be

deemed satisfactory.

Sincerely,

[redacted], PCAM?, AMS, CAAM

Vice President ###-###-####

To whom it may concern: First Service Residential (“FSR”) began managing [redacted] in October 2014 based on a transition from [redacted] to FSR Management.  According to the records reported to FSR at the time of transition, Mr. [redacted] is the current owner of Lot 20 in the [redacted]...

[redacted], and has been for a number of years.When FSR began managing [redacted], the payment options provided to the [redacted] homeowners were increased and updated. FSR provides two mailing address, one in the state of Arizona and a lock box in Nevada, for faster processing. FSR also provides online and auto payment options, information regarding all payment options can easily be found on online at www.fsresidential.com.Per the direction of the Board of Directors, courtesy billing statements are mailed monthly to the mailing address listed on file. All homeowner are also given an option to sign up for e-statements.  Billing statements are sent as a courtesy and failure to receive a courtesy billing statement is not justification for failing to pay assessments in full, as they become due.   With this said, due to the transition from [redacted] to FSR, billing timing changed and because of this adjustment, Mr. [redacted] did not receive a January billing statement.  FSR bills homeowners in advance, which means that we send a bill/invoice out approximately 2 weeks prior to the assessment being due, which is different than what [redacted] had done in the past.  [redacted] billed in the same month for that assessment.  I believe that this is where the confusion began with regards to Mr. [redacted]’s January assessment/payment.   Our records show that we have attempted to reach out to Mr. [redacted] on multiple occasions and with different people within our organization to help him understand and why he still owes for his January assessments.  We have also explained that billing is a courtesy and not paying his assessments may lead to late fees and further work on the account.  Once we reviewed Mr. [redacted]’s written concerns, we placed his account in a dispute status so that no further action would be done without review and notification.  This status allows for both FSR/[redacted], and the owner, time needed to go over the situation and review it with the manager and board of directors and then ultimately the owner and community manager.  I believe this has all been done between our AR Department, his community manager, Ms. [redacted], and other office personnel in both Tucson and Scottsdale.   Mr. [redacted]’s community manager, Ms. [redacted] as well as the Supervisor of Accounts Receivable, Ms. [redacted] have reviewed this account, and both agree that the account is correct as stated and that the balance needs to be paid by the owner.    Thank you,  [redacted]Director, Homeowner Account Services Department

FirstService Residential is a Community Association Management Company which manageshomeowner associations ([redacted]) in Arizona. It is our job to administer the policies of the dulyelected board of directors of the [redacted], in this case The [redacted]. The Board ofDirectors volunteer their...

time to ensure the association, owners, and residents are followingthe recorded documents that they agreed to when they purchased their homes in thiscommunity.Mr. [redacted] signed up for a service called [redacted] in October 2014. [redacted] is a third partyvendor that the owner authorizes to debit assessments directly from their bank account whenassessments are due. Prior to October 2014 Mr. [redacted] mailed in his monthly assessmentpayments to our payment processing center.Payments are due on the 1st of each month. If a payment is not received by the 15th of themonth a late fee of $15 and a rebill fee of $20 are assessed to the homeowner's account. Mr.[redacted] August assessment payment was never received by FirstService Residential. Thepayment was due August 1, 2015 and as a result of not receiving the payment by August 15th alate fee and a rebill fee were charged to his account on August 16, 2015. Mr. [redacted] nextassessment (due September 1st) was not received by the 15th; which resulted in another latefee and rebill fee being charged to his account on September 16, 2015. A payment wasreceived on September 30th; after the late and rebill fee had been charged. In order to resolve this issue Mr. [redacted] will have to submit payment for the August 2014assessment. At that time, he would be current on all monthly assessments.Please note, there was a recent change in Managers for the community in which Mr. [redacted]lives. We will contact Mr. [redacted] to try to resolve this issue.?

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,

Per the attached letter sent to Ms. [redacted] on June 2nd, 2015 the account balance at that time was $317.94. Ms. [redacted] initiated payment via a third party processing center, [redacted] for $267.94 which did not include the $50 demand letter charge. When initiating payment via [redacted], there is a...

disclaimer to please allow 3-5 business days for processing and receiving. [redacted] also charges a processing fee for their services, this fee in not assessed by [redacted] or by FirstService Residential. Should Ms. [redacted] wish to receive a refund of the processing fee amount she would need to contact the vendor directly,###-###-####.

Review: My July 2013 Statement for HOA fees in the community of [redacted] in [redacted] stated any payments not received by July 30 2013 would be assessed a late charge. I mailed this payment 1st class mail from [redacted] to [redacted] on July 19th 2013. It was not processed until August 1st 2013 and I was assessed a late fee. I do not believe it takes 2 weeks for a first class envelope to travel from [redacted] to [redacted] and I am being penalized for the management companies inability to process my payment in a timely manner.Desired Settlement: Remove late fee

Business

Response:

Review: The [redacted] has levied a fine against me for some screens. My issues 1) The [redacted] just months before with the screens being torn cleared the property as NOT having any issues 2) The screens which were the issue the damage was caused from tree limbs under their care 3) they levied a fine against me, when I was one day late of putting up brand new screens 4) I have attempted via email, and telephone calls to contact the [redacted] to discuss but they refuse to contact me, however continue only in sending harrassing letters wanting more fines.Desired Settlement: 1) respond and contact me via Phone or email to discuss which I sent weeks ago to try and resolve 2) I have been QUICK to accomadate by replacing the screens so reverse any fines.

Review: I have been fined several times with little explanation. I called in and spoke with someone who said they had no additional information other than it was general maintenance. The person I spoke with said he would have someone call me to explain and I never received a call back. I had another notice again with no picture and made sure the front yard was in perfect condition and even hired a landscaper before the inspection date on the notice and I still got another fine. I have never had this many fines and in the past was always provided a picture of what needed to be corrected and as long as it was corrected, I would not receive a fine.Desired Settlement: Fines removed.

Business

Response:

Please find our response to Complaint [redacted] attached with supporting documentation for review. Should you have any questions or concerns, please do not hesitate to reach out. Kindest regards,Ashley T[redacted]FirstService Residential

Consumer

Response:

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.

Business

Response:

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

Review: I received my bill and paid $267.94 as quoted on the bill, I also went online to make the payment for my [redacted] bill and the online total was $ 267.94. I made the payment on June 3rd 2015, and that date also says payment was made on 6/3/15 on their website.

On june 4th 2015 I received a bill for $50 saying I had not made the payment. Even though my bank account and my online account thru the company website both say the payment went thru on 6/3/15.

I called this morning to have the $50 fee removed from my account. Whoever I spoke too said I would have to call corporate and started spelling the website I have to visit to get the number. He said the charge sometimes takes 2 days to show up on the account. It s absolute fraud, and a joke of customer service. He made no effort for a solution, just to spell the website for me. I want the charge removed from my account. I made the payment on time.Desired Settlement: I would like the $50.00 charge credited back on my account along with the $2.95 processing fee that they charged me.

Business

Response:

Per the attached letter sent to Ms. [redacted] on June 2nd, 2015 the account balance at that time was $317.94. Ms. [redacted] initiated payment via a third party processing center, [redacted] for $267.94 which did not include the $50 demand letter charge. When initiating payment via [redacted], there is a disclaimer to please allow 3-5 business days for processing and receiving. [redacted] also charges a processing fee for their services, this fee in not assessed by [redacted] or by FirstService Residential. Should Ms. [redacted] wish to receive a refund of the processing fee amount she would need to contact the vendor directly,###-###-####.

Consumer

Response:

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,

First services residential formally know as Armstrong Management is the worst company anyone can think of. I bought my Condo/ Townhouse in 2011 I wish I did not. I send my assessment on time every month but they hold it until they get all then deposit it. They then charge you late fees, after 8 months I got a bill of $675.00 but according to the bylaws " if a person is late after the due date they suppose to inform you after 10 days by a registered mail" This was not done. Now they put me in court claiming almost $4000.00.

We have not had an audit done in a couple of years, we do not know how much or where our money is kept. I am pleading with someone out there to help us home owners who is being taking advantage of by this First Services residential/ Armstrong management.

Review: I have a home in AZ and it sits vacant. I have received a sum total of three letters from the HOA regarding two separate issues. In August, I received a letter regarding weeds in the yard. I notified the caretaker of the house and he assured me it was taken care of. I received a letter in December regarding excess vehicles in the rocks and driveway. I called the service to discuss it and they referred me to the community manager. I sent an email to the community manager, [redacted], asking for assistance, recommendations and etc. I never received an email or phone call in response. In January, I received a notice of fine regarding weeds in the yard citing an original inspection date of August 2013 and a re-inspection date of Jan 2014 stating that because I had failed to clean up after the original notice, I was subject to a fine. I am unsure but it seems to me that a 6 month spread is ridiculous. If they grew back, that is a separate issue not a continuation of the same issue. I attempted to call [redacted] about three weeks ago and she was supposedly unavailable. The customer service rep that I spoke to at that time informed me that I had received an additional fine (which I only received the notification of this last Friday, March 21), was rude, condescending and continually interrupted me to the point that I finally told him to have her call me and hung up on him. A number of days later, I got a call while I was at work from [redacted] where she merely reminded me that it is my responsibility to keep the weeds down, she never mentioned or addressed my other concerns. I sent yet another email, last week, and have yet to receive a response.Desired Settlement: My desired end state of this is four-fold: to have the additional $75 fine rescinded (I will accept the first $50 fine due to the fact that there are currently weeds in the yard - but for them to say that they had not been fixed between over a six month period is ridiculous); to have the company policy changed to send the notifications out certified mail to verify the fact that they actually mail them - which I doubt (this is NOT the first time I have had issues with the way the company handles its notifications); to receive an apology for the ridiculous behavior of their customer service reps and community manager; and to receive some actual assistance in regards to the information and assistance requests I have sent in.

Business

Response:

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