Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action will resolve my complaint, however with clarification. For your reference, details of the offer I reviewed appear below.
I want to clarify statements in the response provided by First service Residential. First of all, no one ever reached out to me, I had to make multiple phone calls, with people saying I would receive a call back but never did. The only person that reached out to my was [redacted] by email, I had to initiate all phone calls and conversations with the company. Secondly I was told when I called initially to question the billing was that [redacted] had not given First Service Residential our December payments and that was the reason for the bill being over twice what it normally was. They said to provide proof of payment which I did. Not until over 1.5 weeks after when talking with [redacted] that she stated that they bill the next month in advance was the reason for the large bill, a change in the way the previous company [redacted] had done things. While I understand the differences in practice, they did not let the homeowners know that this was happening and I have spoken with many unhappy neighbors in my community that have gotten the run around from FSR and not clearly understanding the reasons for their large bills. Some advanced warning and clear explanation to the homeowners would go along way.
Regards,
[redacted]
Complaint ID 12034369 regarding [redacted]. Should you have additional questions or concerns, please do not hesitate to reach out.To whom it may concern:After a full review of this account, the late fees applied to Mr. [redacted] account on 1/16/2017 are valid.Per The Plaza Residences’ delinquent policy, each homeowner is given a 15-day grace period to pay their assessment that is due on the 1st of each month. On January 16, 2017, when delinquencies were processed for all Plaza Residences Homeowners, Mr. [redacted]’s January assessment was outstanding for the amount of $340.15 and therefore late fees were applied.The Plaza Residences’ received Mr. [redacted] January assessment payment on 1/17/2017, which was after the set grace period.However, due to Mr. [redacted]’s good pay history and to show goodwill, we have processed a one-time courtesy waiver of the late fees totaling $45.00. In the future to prevent late fees, payments must be received and posted by the 15th of each month. Please submit payments 5-7 business days prior to grace period.If the homeowner would like an updated account ledger, he may contact our 24/7 Care Center at [redacted] or email [redacted] Kind regards, Ashley T[redacted]FirstService Residential
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action will resolve my complaint, however with clarification. For your reference, details of the offer I reviewed appear below.
I want to clarify statements in the response provided by First service Residential. First of all, no one ever reached out to me, I had to make multiple phone calls, with people saying I would receive a call back but never did. The only person that reached out to my was [redacted] by email, I had to initiate all phone calls and conversations with the company. Secondly I was told when I called initially to question the billing was that [redacted] had not given First Service Residential our December payments and that was the reason for the bill being over twice what it normally was. They said to provide proof of payment which I did. Not until over 1.5 weeks after when talking with [redacted] that she stated that they bill the next month in advance was the reason for the large bill, a change in the way the previous company [redacted] had done things. While I understand the differences in practice, they did not let the homeowners know that this was happening and I have spoken with many unhappy neighbors in my community that have gotten the run around from FSR and not clearly understanding the reasons for their large bills. Some advanced warning and clear explanation to the homeowners would go along way.
Regards,
[redacted]
Please find our second response to...
Complaint ID 12034369 regarding [redacted]. Should you have additional questions or concerns, please do not hesitate to reach out.To whom it may concern:After a full review of this account, the late fees applied to Mr. [redacted] account on 1/16/2017 are valid.Per The Plaza Residences’ delinquent policy, each homeowner is given a 15-day grace period to pay their assessment that is due on the 1st of each month. On January 16, 2017, when delinquencies were processed for all Plaza Residences Homeowners, Mr. [redacted]’s January assessment was outstanding for the amount of $340.15 and therefore late fees were applied.The Plaza Residences’ received Mr. [redacted] January assessment payment on 1/17/2017, which was after the set grace period.However, due to Mr. [redacted]’s good pay history and to show goodwill, we have processed a one-time courtesy waiver of the late fees totaling $45.00. In the future to prevent late fees, payments must be received and posted by the 15th of each month. Please submit payments 5-7 business days prior to grace period.If the homeowner would like an updated account ledger, he may contact our 24/7 Care Center at [redacted] or email [redacted] Kind regards, Ashley T[redacted]FirstService Residential