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Hull's Family Bookstore Reviews (22)

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]

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]

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

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

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

Please find our formal response to Complaint ID [redacted].Should you have any questions or concerns, please do not hesitate to reach out.Kindest regards,Ashley T[redacted]FirstService Residential

I am writing in regards to 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

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

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.?

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

June 9, 2015 Revdex.com4428 North 12th StreetPhoenix AZ 85014-4585Subject:            Case # [redacted]RE: [redacted] To Whom It May Concern; I am writing in regards to Case # [redacted] submitted to your office concerning homeowner [redacted]. This homeowner currently resides in one of the communities that FirstService Residential Arizona manages on behalf of [redacted], a nonprofit corporation.  As previously stated in our first response, Mr. [redacted] is currently in collections with the law firm [redacted], the Association’s legal representative. Please direct all future correspondence to the law firm of [redacted] directly by contacting [redacted], Esq. at [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 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.  [redacted]President  Cc:  [redacted]

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

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.

The documents provided in the response are still insufficient as they do not show an account number TO ACTUALLY PAY.  Furthermore, First Service is STILL TO THIS DAY is unable to send me a bill in writing even after REQUESTING it half a dozen times.I have had to call First Services' HORRIBLE customer service group countless times, they either cannot or will not help.  They hang up on people, transfer to dead--ends or "accounts payable" who doesn't know anything.  I have appealed to the community manager, her boss and corporate.  ALL either ignore my pleas or are unable to help.

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.Quite frankly the customer service is unacceptable. I clearly provided the data listed as to why the $50 fee was not listed in the first letter, the payment was made within the dates listed on the letter and the fee was still charged. I will not call a phone number to file a complaint because I followed the terms of the initial letter. A phone call to do what? Provide the same data I provided on the Revdex.com website? I would hope that first residential would actually just provide GREAT customer service and waive the fee. 
Regards,
[redacted]

Mr. [redacted], purchased the property at [redacted] on March 4, 2014 and at his request all the disclosure documents were delivered electronically to [redacted] on February 10, 2015 at 9:00am. The disclosure documents include the Declaration of Covenants,...

Conditions, Restrictions Easements for Andersen Springs (“CC&Rs”), which outline the homeowner’s obligations. One the items outlined in“CC&Rs” is the obligation to pay the Assessments as they become due. The Assessments for the Community Associations are due on April 1st, and October 1st. The assessment obligation is outlined on,pages 5,6,8 and 314 of the disclosure package, attached are the referenced pages. Page 314, also outlines the Association’s collections policy, should assessments not be paid as they become due.After failing to pay the April 2015 Semi-Annual Assessment Mr. [redacted]’s account was transitioned to the Association’s collections attorney on September 10, 2015. Mr. [redacted] contacted FirstService Residential regarding delinquency notices almost year after his account was transitioned to the Collections Attorney.It was at this time; it was noted that data entry mistake resulted in the delinquency notices not being delivered Mr. [redacted]. First Service Residential waived $693.36 due to the data entry mistake.The waiver of $693.36 was excluded from the amount collected by the collections attorney. The wavier was processed after the assessments were brought current, attached is a copy of the ledger.

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!

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 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]

I understand what they are saying that they sent out...

letters, but my point is that I specifically called in to see exactly what needed to be corrected after the first letter.  The gentleman said he didn't specifically know what the fine was for and he would have someone call me back to let me know.  I never got a call back.  I thought my yard was in good condition and if I don't know what specifically needs to be fixed then how do I know what to do.  Up until these notices, every other notice has always showed a specific picture  of what needs to be done.  I keep my yard maintained and from other residents in Rancho El Dorado, I am not the only one that this is happening too. If fines are going to be assessed then there should be evidence of specifically what needs to be rectified if a picture is not provided and just not a letter of basically stating general maintenance.

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

To whom it may concern, Please find our 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 TuteloFirstService Residential

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