FirstService Residential Arizona

Review: My home owner's association [redacted] was recently bought out by First Service Residential. I received a statement from First Service which is incorrect, stating that there was a previous balance due when there is none as I have paid everything on time the approximately 5 years I have lived here. I have all statements for the last year and proof of payment through my bank. When told multiple people this at First Service Residential, they make up some other excuse as to why it is that way. I now believe this is a deliberate attempt to get more money.Desired Settlement: I want the bill to be corrected, and the supposed previous balance to be removed as there is none, and to pay what I owe, which I explained to them both on the phone and in email. Despite several attempts to resolve this with the company directly this has been unsuccessful.

Business

Response:

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], 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

Consumer

Response:

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,

First service residential is be absolute worst possible company to have for property management!! They will take your money but do nothing for your community.. Just drive by San tan heights and look at the moldy, algae covered waterfall that adorns the community... That should say enough! However that is only tip of the iceberg! Add poorly landscaped common areas, trash littered streets, broken down play grounds, busted sidewalks, and the list goes on and on! These clowns couldn't manage their way out of a box, let alone an entire community!! Stay away from this company if you value your neighborhood!! They are shady, unprofessional, unethical, poor excuses for a community property management company!!! Shame on first service for fraudulently taking people's money without performing their jobs correctly!!

Review: I've notified First Service of several issues over the last year and a half. The last email I sent to them notifying them of the issues was on 3/12/2015. One small part was taken care of and since then I've received zero response from First Service. They have an obligation to fix the things on my list and neglect the property and residents.Desired Settlement: I would like the storage shed to be repaired so it's useable. I would like the sagging roof on my patio repaired so it doesn't have the potential to hurt anyone.

Business

Response:

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

Review: I initially emailed my Community Manager (CM) on 8/28/14 regarding an issue I am having with a neighbor with whom I share a boundary. In the correspondence, I provided a detailed history and asked for advice on how to proceed. I subsequently followed up with an email on 9/9/14, inquiring if the CM was in receipt of my earlier message. With still no response, on 9/22/14 I emailed the assistant listed in my HOA/community magazine. Additionally, I called the office on 10/8/14 and spoke with a representative who took my message and indicated that he would try getting a return call to me before close of business the same day. I AM STILL AWAITING CORRESPONDENCE. What makes this scenario even more absurd is that the previous CM was extremely responsive and advisory. At this point I feel extremely disrespected and certainly not valued as a member of the community. Furthermore, FSR is certainly not living up to the mission and values it espouses on its website ([redacted]://[redacted].[redacted].[redacted]).Desired Settlement: I would like a response to my email and a phone call and/or letter from my community manager apologizing for poor customer care.

Business

Response:

To Whom It May Concern;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] 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

This association charges high homeowners fees and gives little in return. They make mistakes regarding housing upkeep then harass the wrong owners and threaten legal proceedings. poor customer service, and staff exercise poor people skills. I do not recommend you use their services.

I haven't dealt with property management companies a lot since this is my first ownership of a townhouse. This company is slow to respond to repair requests and does not answer any questions you ask. When you call them you will only get their front desk, and they will spend 10mins verifying your address and phone on file, then tell you that the associate you are trying to speak with is not available, and you can leave a message. They do not call back until multiple messages and emails. When they do respond, they don't give clear answers or schedule repairs that they can't keep.

In November 2011 I physically walked in my November payment to their Mesa location when they were known as [redacted] and [redacted] and the receptionist gave me a receipt. When December's invoice came it said I owed for November and December which I knew wasn't right because I had physically walked in my November payment. It was a hectic time for me. I was a single parent to two young children, it was the holidays and I just started a high stress job with 12 weeks of intensive training. I figured I had a little bit of time to check with the bank to make sure the check cleared and to get my receipt copy because ai had a feeling there was going to be an issue and I would need it. In the past ANY time you were late you just had to pay a late fee so I figured I had some time to gather my info and would just pay the late fee if I needed to so I could get the information together during Christmas break. Well SURPRISE! Without any notification they sent me to collections as soon as December's payment was late saying I owed for both Nov & Dec! When I called the collection agency they said to talk to [redacted]/First Service. When I talked to [redacted]/First Service they said to talk to the collection agency who once again said to talk to [redacted]/First Service which I did & have been for almost 3 yrs trying to reslove this!
Everytim I would ask [redacted]/First Service where my Nov 2011 payment was they would either ignore me, tell me they'd "get back to me" & never would or I would get a ledger in the mail saying I owed for Nov & Dec!!!! So then they put my account on hold until I agreed to pay for a month I already paid for & the collection agency fees so now every month they tack on an extra $35 a month in late fees for THEIR mistake! So then they got an attorney involved so I explained the situation to him and you know what he does? Ignores me or sends me ANOTHER ledger telling me what I owe!!!!! And the whole time they're threatening to sue me so ai said, "go ahead because then you'll HAVE to tell the judge what you did with November 2011's payment!" So guess what they did?
I showed up to the HOA meeting to voice my concern about this process and [redacted] who works for First Service said she would look into it for me but couldn't really talk to me about it because an attorney was involved so what happens after 2.5 years of this runaround from First Service? She must have figured out the error because mysteriously they gave me a $195 credit which was my Nov 2011 payment amount and then about 2 months later their attorney sends a letter saying my account has been credited but they want ALL the money from the last 2.5 years. All the late fees and bogus charges for lock boxes, skip tracers, attorney fees, etc. and then finally in July 2014 filed a civil suit against me because I wouldn't pay for THEIR accounting error! And this all stems from First Service making a deal with [redacted] that [redacted] would not charge the HOA to go after delinquent accounts, they would make the home owners pay their fees. If [redacted] wasn't in the picture I wouldn't have been sent to collections. First Service told all the Home Owners in the Jan 2012 HOA meeting that they went with [redacted] because they were spending too much money in the past trying to collect on delinquent accounts and were not collecting so they thought it was a perfect solution. One problem: [redacted] can only go by the info First Service gives them which in my case was WRONG!!!!!!!! [redacted] told me it is their policy to send accounts that have missed 2 payments to collections but I PAID Nov 2011 so the I shouldn't have been sent to collections until Jan 2012 right?
I NEVER once said I wouldn't pay for the months that I owed, my dispute was sending me to collections without notification for a month I paid for and taking 2.5 years to resolve it! My children haven't even been
able to use the community pool because they wouldn't give me a new pool key when they changed the locks in spring of 2012.
This company is incompetent to say the least!!!! My community no longer uses them which is a little too late in my case but I feel sorry for anyone who has to deal with First Service Residential because they are a HORRIBLE company with 0 customer service skills!!!!! And I feel extremely sorry for anyone forced to use their services!!!!!!!

This property mgmt company is unresponsive even though I have tried to work with the property manager, the Acct receivables team and their collection agency for 6 weeks

Or more. They are purposefully returned payments made to my account so that my Acct would appear to be delinquent longer than it actually is.

This is ridiculous and par for the course of [redacted]

Review: On 5-5-15 we received a letter [redacted] representing [redacted] the letter was filled with lies and threats since [redacted] made threats in their letter to us they dont have a permeation to contact us.1)[redacted] is asking us for $4938.24 on back pay.2)But they failed to mention how many payments wore missed? How it is payments of $217.38 every four months added up to $4938.24?3)How it is possible that so many payments went on unpaid and now [redacted] is asking for their money? Why didnt they mention this issue as soon as the first or second payments wore unpaid?The fact is [redacted] pulled the similar none since back on 2012 and they got no were with it.We have not received a monthly statement from [redacted] for years, every four months we have been sending [redacted] a check for amount of $217.38 the past four checks wore not cashed by [redacted] and we have copies of those checks we can prove that we had been sending checks to [redacted] for whatever reason they simply did not cash them.The four checks that wore not cashed by [redacted] add up to $869.52 and we are willing to resend [redacted] $100.00 a month until $869.52 is paid off stating with the check for the month of 4-2015 for amount of $217.38 but [redacted] must cash the checks this time and this is our final offer. If [redacted] or anyone else representing [redacted] ever makes any more threats toward this family or our property, we will file law suit after lawsuit and compliments against them and their representatives to a point that they will have to sale their personal homes and properties to pay us back and I dont make empty threats I make 100% promises. Since [redacted] is not capable of sending monthly statements and keep track of their check and we have to do everything for [redacted] including resending all the checks [redacted] was not capable of keeping track of [redacted] must send us a $10000 check , after all we are doing their jobs.Desired Settlement: The four checks that wore not cashed by [redacted] add up to $869.52 and we are willing to resend [redacted] $100.00 a month until $869.52 is paid off stating with the check for the month of 4-2015 for amount of $217.38 but [redacted] must cash the checks this time and this is our final offer. [redacted] must send us a $10000 check.

Business

Response:

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

Consumer

Response:

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]

HOW does this place stay in business? My internet search shows 42 complaints in just the past three (3) years! We are being extorted, turned over to a legal firm, turned over to collections, hit with escalating legal fees, and told they could not answer any questions because they are 'locked out' of our account?? Then they accuse me of threatening them because I am going to contact my State Representative! This place has NO RECORD of ever sending us an invoice in 2014! PLEASE SHUT THEM DOWN!

Review: First Residatial has been taking my monthly payments automatically from my account. I received a bill for a past due amount of $175 which includes late fees and rebill fees. I have been trying to get a hold of them to resolve this issue and they have not responded to me. I emailed them and also call and they told me someone will call me back and no one has done it. My bill keeps getting higher and higher.Desired Settlement: I want for them to adjust my bill to my current amount due $55 and waive all the late fees and rebill fees. $175.00

Business

Response:

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.?

Purchased a condo in Oro Valley, Az inMay 2015, it was a private sale (from family member) so we used our attorney to draft sale and do legal deed transfer file with Pima Co. Tucson, Az which was completed in early July. I tried to notify FirstFinancial Residental, Scottsdale via phone conversation. I explained the sale in detail and gave names, dates, and the name of our attorney. I then asked to have an HOA monthly coupon book be sent.About 10 days later I called back and was informed " you don't own that condo",therefore we can't issue you a payment book. This started a four month substantiation of documents, included deed copy sent four times. Finally in October they decided I may own the condo so they would send a coupon book till years end but would not change the previous owner number. That they did. When I didn't receive the 2016 HOA information I became concerned, I received a call today, they sent it ( with my name also on it) to the previous owner in Ohio. This company does not have a clue how to handle even small issues. I have spent 10 hours dealing with this over 6 months, still not resolved. Kent R Smith

Review: Date: April 26Th - Unnecessary late fees put on my account.

I setup automated payment 11-26,

For everything month I am paying, they didnt deduct for December month and unnecessary putting every month 40$ bill on my account.

Late fees put on my account is 200 % of the actual amount I owe (that too not because of anything I did wrong).

Copper Leaf Community Association

2328 E Bowker St

Account Number: 707002-XXXX-XX

Below is the full description, the actual setup of automatic payment was done in November, since then I am paying.

They didnt deduct for December month which is not my problem and after that every month I am paying the 66$ that I owe but still they keep on adding 40$ on my bill.

Seriously unethical practices.

Date Description Chg Code Amount Balance

09-01-2014 ASSESSMENTS-MONTHLY AM 66.00 91.00

10-01-2014 ASSESSMENTS-MONTHLY AM 66.00 157.00

11-01-2014 ASSESSMENTS-MONTHLY AM 66.00 223.00

11-16-2014 LATE CHARGE LC 15.00 238.00

11-26-2014 Lckbx Pmt 00000302 -198.00 40.00

12-01-2014 ASSESSMENTS-MONTHLY AM 66.00 106.00

12-16-2014 LATE CHARGE LC 15.00 121.00

01-01-2015 ASSESSMENTS-MONTHLY AM 66.00 187.00

01-05-2015 Direct Debit -66.00 121.00

01-16-2015 LATE CHARGE LC 15.00 136.00

01-16-2015 REBILL FEE CB 20.00 156.00

02-01-2015 ASSESSMENTS-MONTHLY AM 66.00 222.00

02-03-2015 Direct Debit -66.00 156.00

02-16-2015 LATE CHARGE LC 15.00 171.00

02-16-2015 REBILL FEE CB 20.00 191.00

03-01-2015 ASSESSMENTS-MONTHLY AM 66.00 257.00

03-03-2015 Direct Debit -66.00 191.00

03-16-2015 LATE CHARGE LC 15.00 206.00

03-16-2015 REBILL FEE CB 20.00 226.00

04-01-2015 ASSESSMENTS-MONTHLY AM 66.00 292.00

04-02-2015 Direct Debit -66.00 226.00

04-16-2015 LATE CHARGE LC 15.00 241.00

04-16-2015 REBILL FEE CB 20.00 261.00Desired Settlement: Removed wrong bill charges, compensate for your unethical behaviour and improve your system to retain consumers.

Business

Response:

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.

Review: First Residential is the HOA service for my primary home. I make semi-annual payments to them which I did on 1-12-15 . The first issue I have is I did not receive an invoice from them nor have I ever received an invoice from them since I moved into my home on 3-13. I remembered on 1-9-15 that my payment is due. I called First Service Residential to ask how much I owe them and they said they didn't know which seemed odd to me but that due to the payment being due within a few days(1-15) I would be better off making a payment over the phone with their 3rd party payment vendor. When I called the 3rd party payment vendor to make the payment they couldn't see my bill but was told I owed $212 which I paid but thought seemed higher than normal. I called first service residential after I made the payment to ask why the bill seemed higher in which they directed me to send an email to their accounts receivable department which I did and they never responded to me. It turns out that what I really owed is $186. At this point I figured I would just address the over payment when I have time as I don't have time to chase down essentially $26. I then receive correspondence from them in mail around 2-10 stating a past due amount with late fees. I then called them around 2-15 stating that I made the payment and that they need to get this rectified. They stated that they would have to check with the 3rd party payment vendor to see why it hasn't posted on their end. I was assured it would be taken care of. I then received addtl correspondence on 2-24 stating I have a serious debt and it needs to be paid as I am out of compliance with the communities CC&R's. I called them again this time very upset spoke with 3 different people who the last person promised it would be taken care of and again they would reach out to their 3rd party payment vendor and get this fixed . I just received correspondence dated 3-11-15 that legal action will be pursued if I dont make my payment. I called in last evening and the rep at first service residential saw all of the calls I made and stated that we do show that Accounts receivable was to fix the issue and get back to me and he shows that has not taken place. I told him if someone doesn't get back to me by the end on 3-18 I will file a complaint with the Revdex.com as I have spent at least 2 hours on numerous phone calls and nothing has been accomplished. One of the worst experiences I have ever had dealing with a company. Completely incompetent.Desired Settlement: for first residential to see that I made the payment and stop sending me threatening letters.

Business

Response:

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

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.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]

Business

Response:

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

[redacted] Here is an FS Residential managed property in North Scottsdale - [redacted] This HOA over charges and under delivers in services. The pool is under managed - has not been updated - the outdoor furniture is dated and worn out. While a mere $210 a month may seem small - you add that up to the hundreds of residences here - its not chump change. Most of this money goes into the pockets of First Services salaries vs. servicing those of us that live here.
Stay away from any property operated by this [redacted].

Review: FirstService has refused to acknowledge my dispute with the Alma School Place HOA, an organization that they represent and administer policy for. This group has levied unfair fines against me that I have repeatedly disputed and my phone calls and written protests have been completely ignored. The gist of the story is that I am the original homeowner of a home in this HOA. The homebuilder used substandard polyethelene piping which had to be replaced under warranty (during the first year in the home) and in the process of those repairs, caused damage to my home which had to be fixed. Ten years later, the substandard paint that the homebuilders' contractor used has faded and caused the HOA to levy fines against me. The fact that they won't give me an audience is infuriating and made worse by the fact that since I unsuccessfuly ran for an HOA board position, they have quadrupled their fines! FirstService needs to arbitrate this not cowtow to the HOA board.Desired Settlement: I would like to have these kangaroo court fines reversed.

Business

Response:

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]

Consumer

Response:

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!

Business

Response:

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

It is unfortunate that since FSRes. took over our property in N.West Tucson from Ycross in Oct. 2014, we have had nothing but billing problems, repair issues that are never resolved and employees who act as if they could care less about our property.

I have written to FSR in Scottsdale and they do not respond.

FSR in Tucson says that they "serve at the pleasure of the board" which is a board of 3 who cannot agree upon anything! Thus, our property is falling apart.

They obviously do not take these issues with their company seriously.

Very unfortunate.

Can't wait to find a new Co. who is local and actually cares. [redacted]

I received a notice today in the mail with a picture of my house and my trashcan in front of it for trash pick-up. The notice stated the receptacle was in front of the house a day early and if we did it again, we would be fined $100.

A day early? Really? This is how the HOA wants us to live? No wonder there are so many "for sale" signs on our street.

Review: Every year I get the same bill in the mail with the same picture stating my property is out of compliance with the landscaping. The person who is responsible of taking these pictures is useless as he continues to take inaccurate pictures of my property. I have brought this issue up to [redacted] attention on 09/18 via email. On 09/25 I emailed her again to find out what was going on as [redacted] did not even bother to reply or even acknowledge my original email. After the second email, [redacted] replied on the same day 09/25 letting me know they have too many violations to go over and that I had to wait for her to hear back from the coordinator on site. I thanked her for acknowledging my email and knowing this was being looked into was appreciated. On 10/17 I get a bill in the mail stating since they haven't heard from me and my landscaping is still out of compliance I now owe a fee of $50. I have tried calling and emailing and this issue is just not being resolved and it is becoming extremely frustrating.Desired Settlement: I would like for the bill to be adjusted and for an apology from this company as [redacted] has very little to no customer service skills. She should not be in a position were being helpful is required as this is definitely no her strong suit. This has caused me stress and worry, not to mention it being a waste of time of continuous phone calls and emails.

Business

Response:

October 31, 2013

Revdex.com

4428 North 12th Street

Phoenix, Arizona 85014-4585

Subject: Complaint ID # [redacted] Response

RE: Monica [redacted]br />

FirstService Residential would like to assist Ms. [redacted] with her complaint to the Revdex.com Case #[redacted]. As the management company hired on behalf of the [redacted], it is at the boards directive that we ensure homeowners are adhering to the governing documents/rules and regulations for this community.

Per the community rules and regulations – notices were issued on the following dates for the reason stated below:

1. August 22, 2013 - 1st notice and hearing - a violation notice (no fine) was issued as the property owned by Ms. [redacted] does not have the minimum landscape requirements which include one (1) - 15 gallon tree and six (6) - 5 gallon shrubs. The compliance date was noted in the letter as September 12, 2013

2. September 13, 2013 –a re-inspection of the property was completed and it was noted as not being in compliance with the minimum landscape requirements: no violation letter was issued.

3. September 18, 2013 – Ms. [redacted] contacted our office after the September 12, 2013 compliance date had passed stating her concerns.

4. September 25, 2013 – the community manager emailed the homeowner that a her dispute against this community rule has been forwarded to the violations coordinator for a follow up and re-inspection of the property to ensure that the initial violation letter dated August 22, 2013 was not issued in error.

5. October 7, 2013 – fine violation assessed for $100 for weeds which was assessed in error- this should have been a $50 fine and the difference will be credited to the account.

6. October 11, 2013 – fine violation assessed for $50 for minimum landscape requirements which has not been met since the September 12, 2013 compliance date. This fine will be waived as the violations coordinator had not responded to the concern submitted previously by Ms. [redacted]

7. October 17, 2013 – Ms. [redacted] called in to dispute the minimum landscape violation

8. October 25, 2013 – deadline to meet the minimum landscape requirements per the violation fine notice dated October 11, 2013.

9. Homeowner has not contacted First Service Residential to schedule a re-inspection of the property. Furthermore Ms. [redacted] is delinquent on her HOA assessments and has a violated the HOA governing documents again by installing solar panels on her roof without prior architectural committee approval.

To show goodwill, we have waived (1) - $50 fine assessed for minimum landscape requirements and (1) -$50 fine assessed for weeds from her account.

Ms. [redacted] has been a member of the Association for over 3yrs and if she would like further assistance in understanding the requirements of the Maricopa Meadows HOA governing documents I will be happy to assist her. I can be reached at [redacted].

Sincerely,

Vice President

FirstService Residential

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.