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 FSRTherefore, FSR respectfully requests that the complaint be removed in its entiretyFSR 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 balanceIn short, Mr [redacted] appears to misunderstand that he is legally responsible for these additional fees and costs in addition to the delinquent assessmentsThe specific correspondence and notice referenced by Mr [redacted] is from the Association’s legal representative, namely, the law firm of [redacted] When the Association places a delinquent account for legal collection, as is the case here, the law firm handles the notices and communications sent by it to the delinquent owner, not FSR as the managing agent.Kind regards,Karl GehringFirstService ResidentialThank you, [redacted] FirstService Residential
I 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 AssociationWe have reached out to Ms [redacted] to address her concernsWe advised her that a contracting firm has been scheduled to go out and review the issue with her ceilingPrevious 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 roofWe will work diligently with the Board of Directors of this association to get their approval for the expenditureWith respect to the storage shed, we advised Ms [redacted] that this is the responsibility of her landlord/ownerWe will be happy to assist her in contacting the owner to make him aware of her concernsThank you [redacted] Regional Director FirstService Residential
FirstService Residential is a Community Association Management Company which manageshomeowner associations (***) in ArizonaIt is our job to administer the policies of the dulyelected board of directors of the ***, 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 [redacted] is a third partyvendor that the owner authorizes to debit assessments directly from their bank account whenassessments are duePrior to October Mr [redacted] mailed in his monthly assessmentpayments to our payment processing center.Payments are due on the 1st of each monthIf a payment is not received by the 15th of themonth a late fee of $and a rebill fee of $are assessed to the homeowner's accountMr[redacted] August assessment payment was never received by FirstService ResidentialThepayment was due August 1, 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, 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, A payment wasreceived on September 30th; after the late and rebill fee had been chargedIn order to resolve this issue Mr [redacted] will have to submit payment for the August 2014assessmentAt 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] livesWe will contact Mr [redacted] to try to resolve this issue.?
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.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 years ago They should be intelligent enough to not apply a payment to an account for a property sold 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 or 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 month period and they have yet to tell me why I made a payment for $when the correct amount due was $188.Once I get a response from them on those items I will accept their explanation.Regards, [redacted] ***
To Whom It May Concern;I am writing in regards to Case # [redacted] submitted to your office concerning [redacted] ***, which is located in the Copper Leaf Community Association.As you are aware, FirstService Residential has been hired by the Copper Leaf Community AssociationBoard of Directors to assist them in managing the affairs of the AssociationIn 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/and 11/1/(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 paymentsWe understand that Mr [redacted] setup automatic payments through our payment processing system (SurePay) on November 26th, At this time, Mr [redacted] was notified by the payment processing company that his 12/1/assessment payment would not be deducted and posted to his account automaticallyWe 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/in which he contacted the community manager, Zachory Robinson who informed him of the details of the accountNo communication was received until approximately 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 associationFirstService Residential does not have the authority to waive the Rebill fees on behalf of the Board of Directors and/or AssociationPlease be aware that there is no guarantee that the Board will approve of this waiverRegardless, we would be happy to work with the owner to have the request submittedPlease feel free to contact me directly should you have any questionsWe look forward to a resolution and the closing of this complaint as soon as possible
To whom it may concern: First Service Residential (“FSR”) began managing *** *** *** in October based on a transition from *** *** to FSR Management According to the records reported to FSR at the time of transition, Mr*** is the current owner of Lot in the ***
*** ***, and has been for a number of years.When FSR began managing *** *** ***, the payment options provided to the *** *** *** homeowners were increased and updatedFSR provides two mailing address, one in the state of Arizona and a lock box in Nevada, for faster processingFSR 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 fileAll 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 *** to FSR, billing timing changed and because of this adjustment, Mr*** did not receive a January billing statement FSR bills homeowners in advance, which means that we send a bill/invoice out approximately weeks prior to the assessment being due, which is different than what *** had done in the past *** billed in the same month for that assessment I believe that this is where the confusion began with regards to Mr***’s January assessment/payment Our records show that we have attempted to reach out to Mr*** 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***’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/*** *** ***, 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*** ***, and other office personnel in both Tucson and Scottsdale Mr***’s community manager, Ms*** *** as well as the Supervisor of Accounts Receivable, Ms*** *** 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, *** ***Director, Homeowner Account Services Department
To whom it may concern,FirstService Residential Arizona, LLC (“FSR”) received information regarding a Revdex.com (“Revdex.com”) complaint against FSR submitted by Mr*** *** (Case # ***)The complaint does not allege any improper action by FSRTherefore, FSR
respectfully requests that the complaint be removed in its entirety. FSR is the managing agent for *** *** *** *** ***, a nonprofit corporation (th “Association”)When owners of property within the Association (like Mr***) 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 balanceIn short, Mr*** 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*** is from the Association’s legal representative, namely, the law firm of *** *** ***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,*** ***FirstService Residential
In March the property located at *** ** *** (“*** property”) was originally purchased by *** ***However, in July, the home changed ownership to * * * ***The *** *** *** was not notified until August The billing statements for Mr“***
property” have been sent to the property address since March The January semi-annual billing statement for the *** *** *** Association was also sent to the property address (*** * *** *** *** ** ***) however, this was the first statement sent under the name of * * * ***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*** previously owned another property within the *** *** *** AssociationThis property was located at *** * *** *** **After researching the missing payment with our third party vendor, ***, it appears that when Mr*** initiated the missing January payment, he used his previous property address (*** * *** *** **) and previous account numberThis payment has since been transferred to his current account linked to the property at *** * *** **. As stated in the claim, Mr*** did contact FirstService Residential on January 9th, He received a subsequent email from our Accounts Receivable Department on January 14th, providing an account ledgerNo return email was received stating a payment had been made, therefore no research was conducted at that time. Sincerely, *** ***Supervisor, Accounts Receivable Department
I am writing in regards to Case # *** submitted to your office concerning *** * *** *** *** *** *** ** ***, which is located in the *** *** *** ***. As you are aware, FirstService Residential has been hired by the *** *** *** *** of Directors to
assist them in managing the affairs of the Association. We have reached out to Ms*** to address her concernsWe advised her that a contracting firm has been scheduled to go out and review the issue with her ceilingPrevious 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 roofWe 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*** that this is the responsibility of her landlord/ownerWe will be happy to assist her in contacting the owner to make him aware of her concerns. Thank you. *** *** Regional Director FirstService Residential
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 onWe 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 notAnd 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 letterThat 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 $check.*** ***
In response to Mr***’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 ledgerWhen Mr*** called into our National Call Center on January 9th, 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*** spoke to the Call Center in January, he contacted a third party payment processing center, *** to make his semi-annual dues paymentAt this time, he never updated the information from his previous property at *** ** *** *** ** to his current residence at *** ** *** Rdcausing the payment to be applied to the previous property addressWe ask that if Mr*** chooses to utilize *** in the future, that he updates the account information to include the new property address and account number ***In good faith we have waived the $Final Demand fee.If Mr*** has additional questions or concerns, I can be contacted directly at ###-###-####Sincerely,*** ***Supervisor, Accounts Receivable Department
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, 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 years ago They should be intelligent enough to not apply a payment to an account for a property sold 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 or 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 month period and they have yet to tell me why I made a payment for $when the correct amount due was $188.Once I get a response from them on those items I will accept their explanation.Regards,*** ***
June 9, 2015 Revdex.comNorth 12th StreetPhoenix AZ 85014-4585Subject: Case # ***RE: ***, *** To Whom It May Concern; I am writing in regards to Case # *** submitted to your office concerning homeowner *** ***. This homeowner currently resides in one of the communities that FirstService Residential Arizona manages on behalf of *** *** *** *** ***, a nonprofit corporation. As previously stated in our first response, Mr*** is currently in collections with the law firm *** * ***, the Association’s legal representative. Please direct all future correspondence to the law firm of *** * *** directly by contacting *** ***, Esqat ***When the Association places a delinquent account for legal collection, as is the case here, the law firm handles the notices and communications sent by it to the delinquent owner, not FirstService Residential as the managing agent. FirstService Residential Arizona respectfully requests that the complaint be removed in its entirety from our business page on the Revdex.com.Thank you *** ***President Cc: *** *** *** *** ***
FirstService Residential is a Community Association Management Company which manageshomeowner associations (***) in ArizonaIt is our job to administer the policies of the dulyelected board of directors of the ***, in this case The *** *** ***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*** signed up for a service called *** in October *** is a third partyvendor that the owner authorizes to debit assessments directly from their bank account whenassessments are duePrior to October Mr*** mailed in his monthly assessmentpayments to our payment processing center.Payments are due on the 1st of each monthIf a payment is not received by the 15th of themonth a late fee of $and a rebill fee of $are assessed to the homeowner's accountMr.*** August assessment payment was never received by FirstService ResidentialThepayment was due August 1, 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, Mr*** 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, A payment wasreceived on September 30th; after the late and rebill fee had been chargedIn order to resolve this issue Mr*** will have to submit payment for the August 2014assessmentAt 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***livesWe will contact Mr*** to try to resolve this issue.?
To Whom It May Concern;I am writing in regards to Complaint ID # *** submitted to your office concerning the regarding *** * *** ***, ***, ** *** which is located in the *** *** *** ***.
As you are aware, FirstService Residential has been hired
by the *** *** *** Board of Directors to assist them in managing the affairs of the AssociationIn 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*** has reached out to the association manager, *** ***, via email several times in order to discuss an issue with her neighborThe emails were not received by Ms. ***Ms*** did follow up with a phone call to the manager on October 8thThe manager returned the phone call on the 16th to discuss her concerns
We understand and have apologized to Ms. *** that the response from the phone call took as many days as it didWe have taken action to ensure that she receives the customer service she is looking forTo meet that end, the manager has spoken to Ms*** directlyThe issue that Ms*** is having with her neighbor is a neighbor to neighbor issue regarding a tree and is outside of the Association’s controlRegardless, we have extended assistance to Ms*** 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***
We apologize that the process was not quicker and understand this was the root of Ms***’s dissatisfaction
Thank you for your time and considerationIf you have any further questions, please feel free to give me a call at ###-###-####
Thank you*** ***Vice President
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 ResidentialFirst 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 didThe only person that reached out to my was *** by email, I had to initiate all phone calls and conversations with the companySecondly I was told when I called initially to question the billing was that *** had not given First Service Residential our December payments and that was the reason for the bill being over twice what it normally wasThey said to provide proof of payment which I did Not until over weeks after when talking with *** 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 *** *** had done thingsWhile 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 billsSome advanced warning and clear explanation to the homeowners would go along way.
Regards,
*** ***
To Whom It May Concern;I am writing in regards to Case # *** submitted to your office concerning *** ** *** *** ** ***, 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 AssociationIn 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*** on 9/1/2014, 1011/and 11/1/(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 paymentsWe understand that Mr*** setup automatic payments through our payment processing system (SurePay) on November 26th, At this time, Mr*** was notified by the payment processing company that his 12/1/assessment payment would not be deducted and posted to his account automaticallyWe 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/in which he contacted the community manager, Zachory Robinson who informed him of the details of the accountNo communication was received until approximately 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 associationFirstService Residential does not have the authority to waive the Rebill fees on behalf of the Board of Directors and/or AssociationPlease be aware that there is no guarantee that the Board will approve of this waiverRegardless, we would be happy to work with the owner to have the request submittedPlease feel free to contact me directly should you have any questionsWe look forward to a resolution and the closing of this complaint as soon as possible
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 FSRTherefore, FSR respectfully requests that the complaint be removed in its entiretyFSR 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 balanceIn short, Mr [redacted] appears to misunderstand that he is legally responsible for these additional fees and costs in addition to the delinquent assessmentsThe specific correspondence and notice referenced by Mr [redacted] is from the Association’s legal representative, namely, the law firm of [redacted] When the Association places a delinquent account for legal collection, as is the case here, the law firm handles the notices and communications sent by it to the delinquent owner, not FSR as the managing agent.Kind regards,Karl GehringFirstService ResidentialThank you, [redacted] FirstService Residential
I 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 AssociationWe have reached out to Ms [redacted] to address her concernsWe advised her that a contracting firm has been scheduled to go out and review the issue with her ceilingPrevious 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 roofWe will work diligently with the Board of Directors of this association to get their approval for the expenditureWith respect to the storage shed, we advised Ms [redacted] that this is the responsibility of her landlord/ownerWe will be happy to assist her in contacting the owner to make him aware of her concernsThank you [redacted] Regional Director FirstService Residential
FirstService Residential is a Community Association Management Company which manageshomeowner associations (***) in ArizonaIt is our job to administer the policies of the dulyelected board of directors of the ***, 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 [redacted] is a third partyvendor that the owner authorizes to debit assessments directly from their bank account whenassessments are duePrior to October Mr [redacted] mailed in his monthly assessmentpayments to our payment processing center.Payments are due on the 1st of each monthIf a payment is not received by the 15th of themonth a late fee of $and a rebill fee of $are assessed to the homeowner's accountMr[redacted] August assessment payment was never received by FirstService ResidentialThepayment was due August 1, 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, 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, A payment wasreceived on September 30th; after the late and rebill fee had been chargedIn order to resolve this issue Mr [redacted] will have to submit payment for the August 2014assessmentAt 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] livesWe will contact Mr [redacted] to try to resolve this issue.?
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.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 years ago They should be intelligent enough to not apply a payment to an account for a property sold 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 or 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 month period and they have yet to tell me why I made a payment for $when the correct amount due was $188.Once I get a response from them on those items I will accept their explanation.Regards, [redacted] ***
To Whom It May Concern;I am writing in regards to Case # [redacted] submitted to your office concerning [redacted] ***, which is located in the Copper Leaf Community Association.As you are aware, FirstService Residential has been hired by the Copper Leaf Community AssociationBoard of Directors to assist them in managing the affairs of the AssociationIn 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/and 11/1/(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 paymentsWe understand that Mr [redacted] setup automatic payments through our payment processing system (SurePay) on November 26th, At this time, Mr [redacted] was notified by the payment processing company that his 12/1/assessment payment would not be deducted and posted to his account automaticallyWe 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/in which he contacted the community manager, Zachory Robinson who informed him of the details of the accountNo communication was received until approximately 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 associationFirstService Residential does not have the authority to waive the Rebill fees on behalf of the Board of Directors and/or AssociationPlease be aware that there is no guarantee that the Board will approve of this waiverRegardless, we would be happy to work with the owner to have the request submittedPlease feel free to contact me directly should you have any questionsWe look forward to a resolution and the closing of this complaint as soon as possible
To whom it may concern: First Service Residential (“FSR”) began managing *** *** *** in October based on a transition from *** *** to FSR Management According to the records reported to FSR at the time of transition, Mr*** is the current owner of Lot in the ***
*** ***, and has been for a number of years.When FSR began managing *** *** ***, the payment options provided to the *** *** *** homeowners were increased and updatedFSR provides two mailing address, one in the state of Arizona and a lock box in Nevada, for faster processingFSR 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 fileAll 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 *** to FSR, billing timing changed and because of this adjustment, Mr*** did not receive a January billing statement FSR bills homeowners in advance, which means that we send a bill/invoice out approximately weeks prior to the assessment being due, which is different than what *** had done in the past *** billed in the same month for that assessment I believe that this is where the confusion began with regards to Mr***’s January assessment/payment Our records show that we have attempted to reach out to Mr*** 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***’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/*** *** ***, 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*** ***, and other office personnel in both Tucson and Scottsdale Mr***’s community manager, Ms*** *** as well as the Supervisor of Accounts Receivable, Ms*** *** 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, *** ***Director, Homeowner Account Services Department
To whom it may concern,FirstService Residential Arizona, LLC (“FSR”) received information regarding a Revdex.com (“Revdex.com”) complaint against FSR submitted by Mr*** *** (Case # ***)The complaint does not allege any improper action by FSRTherefore, FSR
respectfully requests that the complaint be removed in its entirety. FSR is the managing agent for *** *** *** *** ***, a nonprofit corporation (th “Association”)When owners of property within the Association (like Mr***) 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 balanceIn short, Mr*** 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*** is from the Association’s legal representative, namely, the law firm of *** *** ***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,*** ***FirstService Residential
In March the property located at *** ** *** (“*** property”) was originally purchased by *** ***However, in July, the home changed ownership to * * * ***The *** *** *** was not notified until August The billing statements for Mr“***
property” have been sent to the property address since March The January semi-annual billing statement for the *** *** *** Association was also sent to the property address (*** * *** *** *** ** ***) however, this was the first statement sent under the name of * * * ***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*** previously owned another property within the *** *** *** AssociationThis property was located at *** * *** *** **After researching the missing payment with our third party vendor, ***, it appears that when Mr*** initiated the missing January payment, he used his previous property address (*** * *** *** **) and previous account numberThis payment has since been transferred to his current account linked to the property at *** * *** **. As stated in the claim, Mr*** did contact FirstService Residential on January 9th, He received a subsequent email from our Accounts Receivable Department on January 14th, providing an account ledgerNo return email was received stating a payment had been made, therefore no research was conducted at that time. Sincerely, *** ***Supervisor, Accounts Receivable Department
I am writing in regards to Case # *** submitted to your office concerning *** * *** *** *** *** *** ** ***, which is located in the *** *** *** ***. As you are aware, FirstService Residential has been hired by the *** *** *** *** of Directors to
assist them in managing the affairs of the Association. We have reached out to Ms*** to address her concernsWe advised her that a contracting firm has been scheduled to go out and review the issue with her ceilingPrevious 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 roofWe 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*** that this is the responsibility of her landlord/ownerWe will be happy to assist her in contacting the owner to make him aware of her concerns. Thank you. *** *** Regional Director FirstService Residential
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 onWe 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 notAnd 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 letterThat 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 $check.*** ***
In response to Mr***’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 ledgerWhen Mr*** called into our National Call Center on January 9th, 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*** spoke to the Call Center in January, he contacted a third party payment processing center, *** to make his semi-annual dues paymentAt this time, he never updated the information from his previous property at *** ** *** *** ** to his current residence at *** ** *** Rdcausing the payment to be applied to the previous property addressWe ask that if Mr*** chooses to utilize *** in the future, that he updates the account information to include the new property address and account number ***In good faith we have waived the $Final Demand fee.If Mr*** has additional questions or concerns, I can be contacted directly at ###-###-####Sincerely,*** ***Supervisor, Accounts Receivable Department
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, 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 years ago They should be intelligent enough to not apply a payment to an account for a property sold 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 or 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 month period and they have yet to tell me why I made a payment for $when the correct amount due was $188.Once I get a response from them on those items I will accept their explanation.Regards,*** ***
June 9, 2015 Revdex.comNorth 12th StreetPhoenix AZ 85014-4585Subject: Case # ***RE: ***, *** To Whom It May Concern; I am writing in regards to Case # *** submitted to your office concerning homeowner *** ***. This homeowner currently resides in one of the communities that FirstService Residential Arizona manages on behalf of *** *** *** *** ***, a nonprofit corporation. As previously stated in our first response, Mr*** is currently in collections with the law firm *** * ***, the Association’s legal representative. Please direct all future correspondence to the law firm of *** * *** directly by contacting *** ***, Esqat ***When the Association places a delinquent account for legal collection, as is the case here, the law firm handles the notices and communications sent by it to the delinquent owner, not FirstService Residential as the managing agent. FirstService Residential Arizona respectfully requests that the complaint be removed in its entirety from our business page on the Revdex.com.Thank you *** ***President Cc: *** *** *** *** ***
FirstService Residential is a Community Association Management Company which manageshomeowner associations (***) in ArizonaIt is our job to administer the policies of the dulyelected board of directors of the ***, in this case The *** *** ***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*** signed up for a service called *** in October *** is a third partyvendor that the owner authorizes to debit assessments directly from their bank account whenassessments are duePrior to October Mr*** mailed in his monthly assessmentpayments to our payment processing center.Payments are due on the 1st of each monthIf a payment is not received by the 15th of themonth a late fee of $and a rebill fee of $are assessed to the homeowner's accountMr.*** August assessment payment was never received by FirstService ResidentialThepayment was due August 1, 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, Mr*** 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, A payment wasreceived on September 30th; after the late and rebill fee had been chargedIn order to resolve this issue Mr*** will have to submit payment for the August 2014assessmentAt 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***livesWe will contact Mr*** to try to resolve this issue.?
To Whom It May Concern;I am writing in regards to Complaint ID # *** submitted to your office concerning the regarding *** * *** ***, ***, ** *** which is located in the *** *** *** ***.
As you are aware, FirstService Residential has been hired
by the *** *** *** Board of Directors to assist them in managing the affairs of the AssociationIn 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*** has reached out to the association manager, *** ***, via email several times in order to discuss an issue with her neighborThe emails were not received by Ms. ***Ms*** did follow up with a phone call to the manager on October 8thThe manager returned the phone call on the 16th to discuss her concerns
We understand and have apologized to Ms. *** that the response from the phone call took as many days as it didWe have taken action to ensure that she receives the customer service she is looking forTo meet that end, the manager has spoken to Ms*** directlyThe issue that Ms*** is having with her neighbor is a neighbor to neighbor issue regarding a tree and is outside of the Association’s controlRegardless, we have extended assistance to Ms*** 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***
We apologize that the process was not quicker and understand this was the root of Ms***’s dissatisfaction
Thank you for your time and considerationIf you have any further questions, please feel free to give me a call at ###-###-####
Thank you*** ***Vice President
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 ResidentialFirst 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 didThe only person that reached out to my was *** by email, I had to initiate all phone calls and conversations with the companySecondly I was told when I called initially to question the billing was that *** had not given First Service Residential our December payments and that was the reason for the bill being over twice what it normally wasThey said to provide proof of payment which I did Not until over weeks after when talking with *** 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 *** *** had done thingsWhile 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 billsSome advanced warning and clear explanation to the homeowners would go along way.
Regards,
*** ***
To Whom It May Concern;I am writing in regards to Case # *** submitted to your office concerning *** ** *** *** ** ***, 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 AssociationIn 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*** on 9/1/2014, 1011/and 11/1/(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 paymentsWe understand that Mr*** setup automatic payments through our payment processing system (SurePay) on November 26th, At this time, Mr*** was notified by the payment processing company that his 12/1/assessment payment would not be deducted and posted to his account automaticallyWe 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/in which he contacted the community manager, Zachory Robinson who informed him of the details of the accountNo communication was received until approximately 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 associationFirstService Residential does not have the authority to waive the Rebill fees on behalf of the Board of Directors and/or AssociationPlease be aware that there is no guarantee that the Board will approve of this waiverRegardless, we would be happy to work with the owner to have the request submittedPlease feel free to contact me directly should you have any questionsWe look forward to a resolution and the closing of this complaint as soon as possible