TO ALL UNIT OWNERS From FirstService Residential:
During the changeover in the online payment platform we had a delay with showing owner balances through the ClickPay portal. This caused a delay with processing autopayments scheduled by owners.
The balances have now been updated and are showing on the owner’s ClickPay accounts. Any autopayments scheduled but previously not processed were successfully processed today.
Please note that your on-site management team did not have the ability to correct the issue resulting in $0 balances. We apologize if you were told otherwise by a team representative. For future reference, your on-site management team does have access to all owners account ledgers, and you are welcome and encouraged to contact them to confirm your balance due or to ask any questions related to charges on your account.
For owners that require refunds, Clickpay can return any funds to the original payment source. If this is something you would like to request, please send an e-mail to your management team and we will work with ClickPay to process your refund requests.
We sincerely apologize for any frustration and confusion this has caused. We also want to assure you that owner account balances and any one-time payments submitted online or via check were at all times correctly recorded through our accounting system.”
Owners who would like to, should now be able to verify their account status and make payments or set up automated payments by logging in online at www.clickpay.com/firstservice. If you have not already registered, click the tab toward the top right and follow the instructions to do so.
Any Owners with further questions regarding their statements or account balance, or if you experiencing any further problems, please feel free to contact the office at firstname.lastname@example.org, or 773-769-3250.
Consistent with recent notices mailed to all Owners, we are currently undergoing the transition to the new accounting system.
First and most importantly, do not hesitate to contact us to discuss any questions you have or to bring any difficulties your experiencing to our attention. You can do so either by e-mail, at email@example.com, by phone at 773-769-3250, or stopping by in person. We want to understand any problems and help solve them.
Some issues brought to our attention are:
These are the most common problems brought to our attention, but we are aware of other anomalies. We want to be a part of the solution, so please reach out to the office and let us know so we can assist where possible and at the very least make FirstService Residential corporate office aware of any issues.
From the office, we now have access to the prior accounting system (for the time being) and the new one, so we are able to give you the accurate balance due if necessary.
A couple things to help…
For more detailed information, click the link below for a helpful handout with general information regarding the transition, and instructions for making payments.
Regardless, we do strongly encourage you to contact the office, if you need help or have any questions.