FirstService Residential California

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I appreciate you understanding my particular situationI will make sure to use the pay by check method in the future to avoid these additional fee's Regards, [redacted]

We were first notified on December 24, of your complaint (in the process of rectifying issues with email notifications from Revdex.com) and immediately looked into the matter We apologize for the delay in this response, and also for the inconvenience you may have experienced The following is what was determined:It appears that, in this case, they (the broker/lender), ordered a questionnaire on the master association (LARMAC) which is managed by FirstService Residential, CA, but it sounds like they only wanted it on the sub association (which FSR does not manage) The work was completed based on the order form submitted through WelcomeLink and within the timeframe requested; unfortunately, there is no way for us to know that the document received (and requested) was not what they needed However, to create goodwill, we will provide a full refund in the amount of $and it will be processed within 24-hours

Revdex.com: 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 FirstService RESIDENTIAL said: "On June 6, 2016, we received payment in the amount of $736.40; of that, $went to cover the payment that had been stopped (referenced above) and the remainder, $368.20“ We have to tell you we didn't stop any monthin June we posted a check # [redacted] $736.40, and the same month our [redacted] account still paid $so total in June, we paid $1104.6, but the just refund us $they owe us $in JuneWe don't know why they wanted us pay $in June?? I send June our [redacted] pament to show you the true.(please see it)Anyway the still need to refund us $They have to refund us $They can't lie to us Regards, [redacted] **

We just received confirmation from our accounting department that the letter was received from the collection attorney, and the attorney's office will be notifying the homeowner directly of the waived fees Thank you

Please find the attached response from FirstService Residential in Dallas, TX. Thank you.April 2, 2015 Mr*** *** *** *** ***
*** *** ** *** Re: Revdex.com Case #*** Dear Mr***, We are in receipt of the complaint you filed with the RevDex.com on March 27, In response to your complaint, we have waived the collection fee of $so your account now shows a zero balance. Paypal is a means by which our homeowners can pay their account balances online, as a convenience if they wish to use itSince they are a third-party vendor and need to be paid for the service they provide, we cannot control their pricingHomeowners who do not wish to pay the additional fee are welcome to mail a check to our office, at *** *** *** *** *** *** *** ** ***. We understand that being deployed for three months, made it difficult for you to mail your check and you needed to make the payment quickly upon your return, so you used Paypal and were charged their feeHopefully, future payments can be made by mail, in order to avoid using the online bill-pay system. I hope we have satisfied your concerns, and thank you for bringing them to our attentionOur most sincere thanks for your service to our nation. Best regards, *** *** Senior Vice President ?

From: *** ***, Assistant Controller, UplandDr***, the homeowner, had his assistant call in to waive the late feesShe originally spoke with *** who advised her that we cannot provide any specific information regarding the account because we do not have the owner’s permission to do so
She placed *** on hold so that Dr*** could join the call, but was disconnected somehow during the processShe called back while *** was at lunch and told me that the November payment was cashed on 11/but not recorded in our system (as received) until 11/I provided her with my email address and asked her to send copies of the cashed checkShe said that she would but we never received anything.*** reviewed the owner’s account following and figured out that the payment that was applied on 11/was for October rather than NovemberThe November payment was applied on 11/just as they stated. However, because they send their payments to the lockbox, the payment was then forwarded to our office because they could not locate where it should be appliedWe were not provided a stub or the address for the account when the check was receivedThe check also has the owner’s medical office and telephone number and no name or property address. *** called and spoke with someone at the medical office and advised them that we had a check and needed to know where it should be appliedThe owner did not return our call until we were in the middle of billing and could not apply the paymentAt that time, *** sent it to the bank so that they could process it right away and provided them with the information that they needed to apply it correctly. Unfortunately, when the assistant called us, she did not tell us that this was the situationWe would have removed the late fees at that time, but were still not able to discuss any specifics with herThe owner never spoke with us except when he called to provide the account information. In conclusion, we removed the late fees today when we discovered that this was the situation.Thank you.*** ***Assistant ControllerFirstService ResidentialNEuclid Avenue | Upland, CA 91786Direct ###-###-#### | Fax ###-###-####

Prepared by A/R Manager (with attachment):Please find attached the homeowner's ledger from when FirstService Residential initially acquired this HOA in January, 2016, with an explanation as to what has transpired from that time forward.Thank you

From an Accounts Receivable ManagerWe've spoken with the homeowner on several occasions to explain the following:When FirstService Residential initially started to manage the HOA on January 1, (takeover from another property management firm), the homeowner received a bill with a credit
balance forward of $1,and they requested a refund which was processed on February 9, 2016.They submitted check #in the amount of $to the prior management firm in January, 2016. This payment was processed by prior management, then forward to us so that we could credit the account. During this process, the homeowner stopped payment on this check, so it had been reversed from the owners account.On June 6, 2016, we received payment in the amount of $736.40; of that, $went to cover the payment that had been stopped (referenced above) and the remainder, $368.20, was refunded to the homeowner.The homeowner is currently paid through the month of August, 2016, and the next assessment of $is due on 9/1/16.We hope this explains the situation more clearly and helps to alleviate any misunderstanding.Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I appreciate you understanding my particular situation. I will make sure to use the pay by check method in the future to avoid these additional fee's.
Regards,
[redacted]

I wanted to respond to the explanation from Firstservice Residential but the email did not allow typing in a response. I wanted to verify that the address error has been working for 2016 and just started having problems in January 2017. It was being sent by [redacted] auto bill pay dept and not by me personally. I knew there was a problem but could not get anyone to call me or email me with answers.  I just kept getting late fees. The main issue here is that it took a report/ complaint to Revdex.com in order to get someone from the company to call me back and investigate what was happening. There is a miscommunication within that company where these issues are not being sent to the right personnel. I'm glad that someone finally investigated what was happening and had answers for me. Thank you to [redacted] for prompt follow up and resolving this issue. Although, fault can be in a company that does not respond for 3 months when a problem could be resolved within a day, as was done today. Thank you.

Revdex.com:
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 FirstService RESIDENTIAL said: "On June 6, 2016, we received payment in the amount of $736.40; of that, $368.20 went to cover the payment that had been stopped (referenced above) and the remainder, $368.20“  We have to tell you we didn't stop any month. in June we posted a check #[redacted] $736.40, and the same month our [redacted] account still paid $368.20. so total in June, we paid $1104.6, but the just refund us $368.20. they owe us $368.20 in June. We don't know why they wanted us pay $736.40 in June?? I send June our [redacted] pament to show you the true.(please see it). Anyway the still need to refund us $368.20. They have to refund us $368.20. They can't lie to us.
Regards,
[redacted]

We were first notified on December 24, 2014 of your complaint (in the process of rectifying issues with email notifications from Revdex.com) and immediately looked into the matter.  We apologize for the delay in this response, and also for the inconvenience you may have experienced.  The...

following is what was determined:It appears that, in this case, they (the broker/lender), ordered a questionnaire on the master association (LARMAC) which is managed by FirstService Residential, CA, but it sounds like they only wanted it on the sub association (which FSR does not manage).  The work was completed based on the order form submitted through WelcomeLink and within the timeframe requested; unfortunately, there is no way for us to know that the document received (and requested) was not what they needed.  However, to create goodwill, we will provide a full refund in the amount of $275 and it will be processed within 24-hours.

FirstService Residential CA notified of this complaint on 1/16/15 at 4:30pm as previous email notifications did not reach us.  We are sorry for the delay in responding.After reviewing the homeowner's two HOA accounts, an [redacted] sent an email to the homeowner advising...

the late fees assessed were removed, as well as informing the homeowner that one of the checks had an incorrect account number, which may have been the cause of the confusion (copy of email attached).  Both accounts are in good standing order and paid in full through January 31, 2015.  Thank you.

11/10/2017Complaint Response to Revdex.com RE: Mr. [redacted] Per the approved [redacted] Planned Community Association Standards of Operating Procedures and Delinquent Assessment Collection Policy, Mr. [redacted] was delinquent on his account in the amount of $1,056.54. As...

outlined in these documents, Mr. [redacted] received monthly assessment statements outlining the delinquencies on this account, as well as Intent to Lien and Lien Noticed, as a result of these delinquencies. In addition, the Association’s Legal Counsel, also provided notification to Mr. [redacted] pertaining to all outstanding money owed on his past due account. On 4/20/2017 Mr. [redacted], along with a Board Member representative and management, attended a Meet and Confer, to discuss a possible agreement on the outstanding balance of $1,056.54 on the owners account. However, Mr. [redacted] become irate, calling the Board member names and making disrespectful comments regarding the Board acting like Bureaucrat’s. After further discussion, Mr. [redacted] proposed to only pay the outstanding monthly assessments, late fees and interest and split the remaining fees associated with the liens. The Board member advised Mr. [redacted], per the Associations Governing documents and approved policies, each owner is responsible to pay all fees associated with their delinquent account. The Meet and Confer ended with Mr. [redacted] stating he would be filling an arbitration and mediation request. Enclosed for consideration and review are the following documents:Email correspondence between the Peters & Freedman, Association’s Legal Counsel, [redacted], Community Manager (FirstService Residential) and Mr. [redacted], discussing the delinquent balance on his account. [redacted]’s approved Delinquent Assessment Collection Policy. [redacted] Standards of Operating Procedures.Mr. [redacted]’s delinquent account ledger. Collection notifications mailed to Mr. [redacted]; 3/7/2016, 12/12/2016, 10/2/2017  Respectfully,[redacted], [redacted], [redacted], [redacted]Vice President of Community Management[redacted]Direct [redacted] Toll Free [redacted]Email: [redacted]@fsresidential.com

From A/R Manager:We have been in touch with the consumer directly via telephone and email today, 11/2, and a resolution is in place going forward.  All late fees to date have been credited. Thank you.

We just received confirmation from our accounting department that the letter was received from the collection attorney, and the attorney's office will be notifying the homeowner directly of the waived fees.  Thank you.

The homeowner has been contacted and advised her checks are not being sent to our [redacted], but attempted to send to our corporate office, and the address she entered for our corporate office is incorrect (transposed); therefore, delaying receipt and posting of her payments.  Homeowner has been...

asked to update the address to send future checks to our [redacted] to ensure prompt processing. Even though FirstService Residential is not at fault, out of courtesy, the late fee will be credited. Thank you.