FirstService Residential Arizona

Review: On Saturday May 10th 2014, we received a letter from [redacted] of FirstService Residential stating that we were in violation of the [redacted]'s for failure to maintain landscaping. It stated that we needed to "trim our shrubs". I wrote to Ms. [redacted] and requested an appeal of the violation because we have asked on several occassions for a copy of the [redacted]'s and have been denied every time. Ms. [redacted] denied the appeal stating that "It is the responsibility of the homeowner" to provide the [redacted]'s, not that of FirstServce. She did provide a copy of 12 year od [redacted]'s that give a vague interpretation of what is required, simply stating that shrubs should be "neatly Trimmed". There are no hight/size requirements or other specifications listed.

I explained to Ms. [redacted] that we would bring the shrubs into compliance, but again request that the violation be repealed being that we did not receive the [redacted]'s until 8 days after the alleged violation. Any company that would continue with a violation against someone who had no knowledge of the rule in which they violated is unethical and should not be in business.Desired Settlement: FirstService should apologize and remove the viloation from record.

Business

Response:

To whom 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 ###-###-####

Review: I have for more than 1 year documented issues wtih reporting that my water was shutoff and was never notified. I understand that there are emergency times but I have 2 times this week had my water shutoff and was not told, I have been late to work one day and missed work the other day, so I am now losing wages as well because I cannot bath before work. I am not being told of these planned shutoffs or emergencies so I can plan my day out. I am now living day to day hoping that my water will be on when I need it.Desired Settlement: I want changes, I have emails that go up to corporate requesting these changes (being notified that I won't have water) so I can properly notify my work if needed and nothing has been done. [redacted] and [redacted] have all neglicted to complete thier jobs so it has affected mine and I am losing money but yet I'm still required to pay my dues. God forbid if I missed a payment they'd be all over me but asking them to do thier jobs which I help pay for is totally out of the question. I want to know, especially if it's an emergency, that I will not have water in my unit for an unspecified amount of time. A company of this size should be able to have some sort of automatic email system to notify us tenants. I'm only having water issues, what if there were other issues?

Business

Response:

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

Review: I own a condo at [redacted] I understand that almost All AC units were replaced 2.5 years ago due to the hail damage from 2010. Also, replaced were the rooftops. I was never notified that my ac unit was going to be replaced. I even serviced the old one 3 days before the new unit arrived. I was notified about the unit after it was installed. My complaint is that Rossmar and Graham is telling me they are not responsible for AC units as units are property of the owner. I cannot get the warranty from them as they tell me to call [redacted] and [redacted] does not have records. [redacted] did go out and quoted me over $1000. I asked them about the amunfacturers warranty and they said they do not have a copy. I feel that I am getting the run a round from the HOA managing company. If they are not responsible for AC units, why did they replace my perfectly good running unit 2.5 yrs ago? I have been told by an outside ac service that the old carrier unit would most likely still be running as they run on 1/2 the pressure of the new units. I understnad there is a leak that they canot find.Desired Settlement: I would like my unit repaired especially if it is under warranty. I do not mind paying any service charge. I ultimately want a copy of the warranty so I can verify covered items.

Business

Response:

May 31, 2013

Revdex.com of Central and Northern Arizona

C/o [redacted]

4428 N. 12th Street

Phoenix, AZ 85014

RE: Case #

Dear [redacted]

We refer to your latest letter dated May 2013, regarding the case number above and Mr. [redacted] correspondence. Rossmar & Graham is a Community Association Management Co. which manages homeowner associations in

Arizona. We are the management company for the condominium complex, [redacted], which we started managing November 1st, 2011.

Mr. [redacted] refers to the hail storm in October of 2010. We did not manage this association during that period. As you may recall this hail storm was a catastrophic event for the valley. Many associations had similar damage to a/c units and roofing. Normally the a/c units are the responsibility of the unit owner for maintenance and replacement. However because of the way this association’s documents are written the insurance policy for this condominium complex covered the replacement of any a/c units that were damaged by the hail storm. The insurance company adjuster determined which units were damaged and needed to be replaced. We are enclosing a picture of Mr. [redacted]’s unit showing the hail damage. Again, because we were not the management company at that time we do not know what correspondence was sent at that time to the owners concerning the replacement of the units.

On November 9th 2012 the [redacted] mailed a letter to Mr. [redacted] advising him who he needed to contact for any air conditioning issues as well as the warranty information.

Mr. [redacted] called our office on 5/14/2013 advising he had an issue with the unit and he was given [redacted] to call [redacted]).

Mr[redacted] called back on the 14th indicating that [redacted] (not the same company we gave him) was not being helpful regarding the warranty information.

On May 31st we sent him the warranty information again.

I want to point out that the only reason the units were replaced was because of the magnitude of the storm and the association documents and insurance policy allowed for the replacement of the units. All maintenance of the units is the full responsibility of the unit owner.

I am enclosing copies of the pictures of the damaged unit and the warranty information we provided to him. I trust the above information will resolve this issue.

Sincerely,

ROSSMAR & GRAHAM

Caring for Communities - Peoria Office?

Business

Response:

May 31, 2013

Revdex.com of Central and Northern Arizona

C/o [redacted]

4428 N. 12th Street

Phoenix, AZ 85014

RE: Case #

Dear [redacted]

We refer to your latest letter dated May 2013, regarding the case number above and Mr. [redacted] correspondence. Rossmar & Graham is a Community Association Management Co. which manages homeowner associations in

Arizona. We are the management company for the condominium complex, [redacted], which we started managing November 1st, 2011.

Mr. [redacted] refers to the hail storm in October of 2010. We did not manage this association during that period. As you may recall this hail storm was a catastrophic event for the valley. Many associations had similar damage to a/c units and roofing. Normally the a/c units are the responsibility of the unit owner for maintenance and replacement. However because of the way this association’s documents are written the insurance policy for this condominium complex covered the replacement of any a/c units that were damaged by the hail storm. The insurance company adjuster determined which units were damaged and needed to be replaced. We are enclosing a picture of Mr. [redacted]’s unit showing the hail damage. Again, because we were not the management company at that time we do not know what correspondence was sent at that time to the owners concerning the replacement of the units.

On November 9th 2012 the [redacted] mailed a letter to Mr. [redacted] advising him who he needed to contact for any air conditioning issues as well as the warranty information.

Mr. [redacted] called our office on 5/14/2013 advising he had an issue with the unit and he was given [redacted] to call [redacted]).

Mr[redacted] called back on the 14th indicating that [redacted] (not the same company we gave him) was not being helpful regarding the warranty information.

On May 31st we sent him the warranty information again.

I want to point out that the only reason the units were replaced was because of the magnitude of the storm and the association documents and insurance policy allowed for the replacement of the units. All maintenance of the units is the full responsibility of the unit owner.

I am enclosing copies of the pictures of the damaged unit and the warranty information we provided to him. I trust the above information will resolve this issue.

Sincerely,

ROSSMAR & GRAHAM

Caring for Communities - Peoria Office?

Review: My property at [redacted] was foreclosed and sold at auction on 8/2/2013. At this time, I had a credit balance on my HOA account (number [redacted]) of $651.25. I requested that this amount be refunded to me as the new owner is now responsible for HOA payments. I have made attempts by email and phone to get this refund processed and have even been told it was being processed, but it has been 4 weeks since my initial request (August 19) and no check. This is a simple matter that should be taken care of in a timely fashion, yet I continue to get the runaround.Desired Settlement: Refund check of $651.25 mailed to my new address:

Business

Response:

First Service Residential bought out my property manager [redacted]. I have had nothing but trouble. While deployed for the US Military First Service Residential charged me over $400 for dog damage to my front lawn when nobody was living in my home and there were no animals around, furthermore I was nowhere even around to fight the charge until returning 9 months later where I am still facing a $500 plus bill. I have gone to board meetings and voiced my complaint and sent numerous emails requesting leniency due to the fact that I was no where around during the time and all I have got in return is static from the managers, the board and they choose to not respond. I am very disappointed after hearing that numerous folks who rent don't pay for damage or dues or rent and come and go so homeowners who are permanent get stuck with the bills. The practice of First Service Residential is terrible and they should be ashamed sticking price tags on permanent homeowners.