FirstService Residential

Revdex.com:
This letter is to inform you that FirstService Residential has carried out to my satisfaction the resolution it proposed for my complaint, filed on 8/9/2016 and assigned ID [redacted]. Sent: Monday, August 22, 2016 11:37 AM Subject: Complaint [redacted] - [redacted] The desired resolution of this Complaint has been accomplished.  The requested payment of $171.00 by check has been received by me on 8/20/2016. Please let me know if there is anything further I need to do to close this Complaint. Thank you. [redacted] Complaint [redacted]

The year to date financial statements and 2017 budget were presented at the annual meeting held in November 2016. Hard copies were distributed, pdf files were sent via e-blast communication and posted on the CA of Harmony website for review at your convenience. Contracts made with the association...

are not posted publicly. However, you may, at a scheduled date and time, review the contract at the FirstService Residential Woodlands office.   The playground in Barefoot Park mulch expense was not allocated to the previous operating year budget and subsequently prioritized for completion in June of 2016. The splash pad at Barefoot Park requires continual maintenance due to age, heavy usage, and vandalism.    The Lifestyle and Amenities Director notifications are distributed via the intranet homepage, e-blast communication, signage, and the monthly newsletter. The closing of the recreational facility in December 2016 was a result of staffing constraints. Notification for this inconvenience was distributed via e-blast communication.   As of March 2017, it is my goal to arrange a meeting between you; the concerned homeowner, the current landscaping provider, the new onsite Community Manager, and myself to discuss the ongoing maintenance of the natural grass area adjacent to your property.   If you have not already signed up for the community e-Blast, please follow this link http://eepurl.com/YhIVL.            Also, please take a moment to tour and register for the CA of Harmony intranet site. Click on the Green Resident Intranet button to register for all CA of Harmony related information http://www.harmony-houston.com/    As managing agent for the association and developer controlled board, we are contracted for monthly inspections of the community, done during normal business hours.  It is our policy to respond to all inquiries, both phone calls and emails by the end of the next business day. Tell us why here...

I have spoken to the homeowner on several different occasions via email and phone calls explaining the fines and fees pertaining to this account. The disputed amount was due to separate recurring violations that had reached fine status.  The first violation occurring on July 1st, 2016 and again...

on August 11th, 2016 which both resulted in a fifty dollar fine. In addition, a twenty dollar administrative fee and certified mailing fee were incurred per violation. I have explained to the homeowner that I am unable to remove the fines and/or fees as these are hard costs incurred by the association and subject to reimbursement. As the managing agent for the association we are contracted for monthly inspections of the community, done during normal business hours.  It is our policy to respond to all inquiries, both phone calls and emails by the end of the next business day.

Dear Revdex.com,Mr. [redacted] is part of unit 7 that was never annexed into the community by the developer.  Although, we were instructed the homes in unit 7 were.  Our Accounting department is working with the developer and HOA Board to refund Mr. [redacted] and other homeowners affected by...

the annexation issue.  We have provided a list of the residents and their refund amounts to the HOA board.  As soon as we receive approval from the HOA board to release the funds, we will mail out the refunds.  The HOA has collected $600 from him in assessments since his closing.  Please let me know if you have any additional questions. Regards,[redacted]PresidentFirstService Residential

Good Afternoon Mr.[redacted],           We are in receipt of your concerns regarding the status of your account. Please know that we are doing everything possible to get it corrected as fast as we can. I have spoken with a representative from [redacted]...

[redacted] yesterday and have already been addressing this matter with our accounting department and our closing department. I apologize that this has been taking an unnecessary amount of time to correct but due to the holiday season we are a little short staffed and it might take a little longer to update everything. We are working diligently to fix the error and and soon as we have everything fixed we will be sending out an updated statement for your records.     I truly appreciate your patience while we deal with this error. If you have any other questions or concerns please do not hesitate to contact Hannah [redacted].

Being a gated community does not prohibit local law enforcement from normal patrols in the community.  The Montgomery County Sheriff’s Department does patrol [redacted] and furthermore, after the Community Manager spoke with them before the holidays, they agreed to increase their patrols.  In addition to the increased patrols from the Sheriff’s Department, the Board of Directors authorized FirstService Residential to have Professional Guard and Patrol increase their daytime patrols to three times per day until after the holiday season.  Professional Guard and Patrol is the private patrol company hired by the [redacted] Homeowners Association to patrol during the day and evening.  Normal patrol, all year long, by private and local law enforcement will resume after the holiday season.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.  FirstService Residential has contacted me and has resolved the issue. I appreciate their fast response with the involvement of Revdex.com.

Revdex.com:
This letter is to inform you that FirstService Residential has carried out to my satisfaction the resolution it proposed for my complaint, filed on 3/16/2017 and assigned ID [redacted]
Regards,

The homeowner was not charged $36 because she was late.  The $36 was because the June payment had a stop payment placed on it.  These were bank fees that the Association had to pay.  Her refund check has been issued and mailed to her.

Name: Mrs. [redacted] Address: [redacted]  Daytime Phone: [redacted] Evening Phone: None Provided Fax: None Provided Email: [redacted] Dear Revdex.com, Ms [redacted] spoke with the Community Manager, [redacted], shortly after filing...

this complaint.  It was explained to Ms. [redacted] that the phone line to the gate system was damaged and AT&T was dispatched to repair the damaged phone line.  Her pool passes worked fine.  The problem was the gate system could not communicate with the server because of the damaged phone line.  All residents were affected and a global message was sent to all the residents. If she would like to return the second pool pass for a refund she may do so or she may keep it as a back up.  Please let us know if we can be of further assistance. Regards,FirstService Residential

July 2, 2015
VIA Revdex.com Website
Revdex.com
Dispute Resolution team
1333 West Loop South, Ste 1200
Houston, TX 77027
RE: Response to Complaint ID [redacted]
Dear Sir or Madam,
Customer’s Statement of the Problem:
I initially contacted First Service Residential on May...

22, 2015 to inquire about two charges that were processed to my bank account for $199.13 and $5.97. The gentleman that I spoke with on the phone, Alain D[redacted], was only able to take down all of the information regarding the charge and forward to the accounting department. With the Memorial Day holiday, I understood that there might be an extra day or two in responding to my inquiry. I reached out on May 26 to confirm receipt of the original email was informed that the matter was going to be handled by Staci T[redacted], who was out of the office that day, but was to return on May 27 and would respond at that time. I followed up again on June 1 as I had yet to receive a response from Ms. T[redacted]. I received a response on June 3 giving a partial update and assuring me that Ms. T[redacted] would respond the following day. On June 4 Ms. T[redacted] responded stating that the cancellation information for these charges had been sent and that "we will have this resolved shortly". I inquired again on June 8 asking for an update and followed up with an additional inquiry on June 16 as I had not yet received a response to the previous email. Ms. T[redacted] responded stating that the refund was issued on 6/11 and that they were waiting on the B[redacted] of D[redacted] to sign the check so that they could issue it to me. I again followed up with an email today 6/28 as I have not yet received the refund. From the initial inquiry to now is over a month's time which is unacceptable considering I was promised and assured of a speedy resolution multiple times. It is apparent that this company is concerned more with taking money than it is with issuing credits for charges that were incorrectly processed. There has been a lack of communication and empathy from First Service Residential in regards to processing this refund, which damages the integrity of ethical business practices. I can only imagine what the resolution time frame would be like if I had not personally followed up week by week to help continuously remind them of my situation.
Response to desired settlement:
The complainant’s email sent on June 28, 2015 was replied to and she was informed that we received the check back from the Association’s B[redacted] of D[redacted] and therefore the check was mailed on June 26, 2015. However, the check was mailed to the property address, as we did not have the complainant’s new mailing address. We have reissued the check.
Today at 10:00am we spoke directly with the complainant and provided the status of the check and confirmed the correct mailing address. The refund check has been sent via [redacted] Overnight and the tracking number has been provided to her as well. We have asked her to e-mail a confirmation once the check is received.
Sincerely,
Ruth B[redacted]
Senior Vice President, Finance, Houston

To Whom It May Concern:
This complaint is regarding a separate FirstService Residential office. However, we have forwarded this complaint and it has been addressed by the Manager of Billing and Collections in the Dallas office.
Sincerely,
Lourdes [redacted]
Revdex.com Account Handler for FirstService...

Residential Houston, Inc.

We apologize for the issues this owner has encountered recently.  The refund of $135 for July will be mailed out to the owner by Tuesday August 16, 2016.  In regards to June, our system is showing the payment was returned because a stop payment was applied to the funds.  We are unable...

to refund fees that the Association paid out already.

Mr. [redacted],   We take great care and pride in the work we do to protect and enhance the value of your community.  Our strong communication and follow-through ensures your community receives the best service possible. We appreciate you bringing the fence violation to our attention, while...

due to privacy policies we are unable to provide specifics of the occurrence; please be advise that we will continue to monitor the situation.  Thank you for commitment and dedication to the [redacted].

July 28, 2015
VIA Revdex.com Website
Revdex.com
Dispute Resolution team
[redacted], TX [redacted]
RE: Response to Complaint ID [redacted]
Dear Sir or Madam,
Customer’s Response to desired settlement:
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.
FirstService residential assumed that the due date was made known to its customers. There was no bill provided so it would have been impossible to have known the due amount and due date. Their online payment system, even to this date, does not reveal due date or amount due. I have attached a screenshot showing the poor business practice and lack of clarity of its payment system.
In addition, the rejection of the credit by the Board of Directors was never communicated to me. I have sent numerous emails to multiple parties of FirstService customer service and received no response back.
I strongly urge Revdex.com considering downgrading FirstService Residential rating due to
1) Fundamental flaws in their billing system
2) Lack of communication to its customers and unwilling to correct its mistake
However, I must thank Revdex.com for your involvement since at least FirstService has responded back to me.
Regards,
[redacted]
Response to rejection:
FirstService Residential has contacted the owner directly and resolved this matter amicably. We continuously look for ways to improve and deliver exceptional service to our clients.
Sincerely,
[redacted]
Senior Vice President, Finance, [redacted]

An error was made through the title company on Mr. [redacted] payment. Thus, causing a delay for Mr. [redacted] to receive his pool fobs. However, the title company corrected the error and Mr. [redacted] now has access to the pool amenities as of Monday, June 19th.

This account was turned over to the attorney in 2014 shortly after FSR took over as management company. The address was incorrect due to previous management company stating it incorrectly and FSR was unaware of this. The attorney advised  FSR to send updated legal letter per property code with...

the correct address. Our address in the system is now correct and owner has received this notice.   At this time Mr. and Mrs. [redacted] owe for 2014-2017.  Although the address was incorrect, I have no record of any communication with the [redacted]’s regarding this issue, the statement below shows they reached out in 2014,however I cannot verify that. The [redacted]’s recently reached out to FSR when they received the collection letter and the association waived various fees totaling around $2,200.   An email will be sent to the [redacted]’s with updated statement, the association is more than willing to work out a payment plan to get this account issue resolved.