Complaints
This profile includes complaints for MSI, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 21 total complaints in the last 3 years.
- 4 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/24/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I, ***** ********, am filing a complaint against MSI/*** based on my request to have the tree removed from my front yard that has branches and leaves in my gutter and that is scratching my living room window. I made this request via email on June 11, 2025 to the Community Manager ****** ****. I made the request via email again on June 13, 2025 to ****** ****. On June 16, 2025, ****** **** emailed me informing me he forwarded the tree removal request to **** ********, the Parks and Irrigation Manager for the **********************. I emailed **** ******** on June 18th and the 25th regarding my tree removal request, due to, no response from ****. **** emailed me on June 25th stating the tree will be taken down within the next few days. I emailed ****** **** on June 30th due to the tree has not been removed. I received no response from ******. I emailed ****** **** on July 11th inquiring who else I need to contact to have the tree removed. No response from ******. I emailed ****** **** on July 16th for his supervisors contact information, due to, no response from ****** nor **** regarding having the tree removed. ****** emailed me on July 16th with his supervisors contact information: **** ******* District Manager of the Reunion Metro District. Also on July 16th, I received a phone call from **** stating he will call someone to have the tree removed. Todays date is July 23rd and the tree has not been removed with a request almost two months ago. This email is being forwarded to the Better Business Bureau for assistance to whom else I need to contact to have the tree removed and to the ************************ for investigation of MSIs deceptive business practices and for penalties to be filled against MSI for this blatant disregard of my legitimate request. I am also requesting for a refund for the *** fees I have paid for the two months this request has been unfulfilled.Business Response
Date: 07/25/2025
The owner was referred to the Metro District grounds contractor. They have contacted the owner multiple times and have explained that the tree is not on the owners property but on the *** District property so that approval was needed. The contractor did agree to remove the tree but explained to the owner since it was so large, it would need to be contracted out for safety reasons and a specific date could not be given. This is being handled according to the District, not MSI, and there will not be a refund of the *** fees paid for two months.Initial Complaint
Date:04/04/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Thursday, August 8, 2024, 3:48:02 PM, I wrote to ****** ******* **************************************** The townhouse **************************** has warped walls, indicating that there is or was a roof leak. Since you are responsible for the roof, you would need to repair the wall. On Wednesday, April 2, 2025, at 1:24:12 PM, I wrote: Finally, the roof issue was addressed. As the damage of the floor has resulted from a lack of maintenance, the *** will be responsible for paying for the repairs as detailed in the declaration of covenants. Attached is today's repair, 8 months after I pointed out the defect. Today, April 4: The ceiling is soaking wet, the owners are soaking wet and there is danger that the ceiling might fall. The *** fails consistently to repair the roof. The *** put my property, my health, and the health of my children at risk. There is mold and wet drywall/floor everywhere. The *** is neglgegiant and will have to over the costs.Business Response
Date: 04/08/2025
We have looked in to this situation and will address what transpired on our end:
The Owner reached out to MSI on August 8, 2024 regarding a potential roof leak. A work order was issued, and repairs were completed by ***************** on August 14, 2024.
The Owner reached out to MSI on March 25, 2025 stating his previous email had been ignored and work had not been done. A work order was issued and ***************** completed repairs on April 2, 2025.
Please note, these were two separate roof repairs.
On Saturday, April 5th, Northwest Roofing was contacted to do a recheck and they confirmed no issues were found with the roof, and there were no leaks.
On Saturday, April 5th, the ********* President instructed MSI to submit a work order to have an inspection completed of the drywall/interior and flooring to assess any damage and then present back to the Board.Customer Answer
Date: 04/16/2025
Attached is a summary and current status of the roof. No sufficient repairs have been performed yet. Attached also current quotes (floor quote missing)
****** de ******** EckleBusiness Response
Date: 04/18/2025
***************** returned to the property for another inspections and was advised by the owner that there were no active leaks at that time; however he later contacted MSI again of a continued leak.
***************** will be returning to conduct another inspection, including the attic interior. ******************* is also coordinating directly with the owner to inspect the interior damage.
The owner reached out to the Community Manager regarding updates on both vendor visits, so the Manager is following up again with both contractors.Customer Answer
Date: 04/20/2025
A massively destroyed and leaking roof hasnt been repaired yet. I am not sure how blind someone can be and how ignorant and how negligent. It appears as if MIS and the *** do not care about other peoples property.Business Response
Date: 04/24/2025
We are not aware of any further roof repairs needed or that have been communicated to us.
Northwest Roofing was onsite and completed a final inspection,addressing and correcting any leaks identified.
******************* has been attempting to schedule an interior inspection but has not received a response from the owner.
This morning, the Community Manager sent another request to both parties to coordinate a site visit, and the owner now agreed to meet today.
As we understand, the owner has filed a claim with his insurance provider.
New addition: we heard from ******************* that when they went to meet onsite today, they found the homeowners insurance company mitigation was tearing out drywall and flooring. Palace could not do much more of an inspection due to the work that was being done by the homeowners insurance mitigation company.
We have requested a report of the findings.Customer Answer
Date: 04/25/2025
Complaint: 23162851
I am rejecting this response because:The homeowners community HOA has been grosley negligent causing a dangerous condition. This dangerous condition was not only a health hazard to 5 adults but also unfortunately to 2 minor children. It is apparent that the homeowners association is now knowingly and willfully allowing the dangerous condition they have crested to continue without regard for the health and wellbeing of children who are the victim of their negligence. They have been very creative and arrived on-site while the homeowner has attempted to protect his family and himself from the health hazard created by MSI **** to make a claim that they are "unable to properly assess the damage they have caused". It is a creative response as MSI, ****'s continued demonstration of negligence and disregard for the 7 human beings that continue to put at risk of serious health conditions.
Sincerely,
****** De La ***** *****Customer Answer
Date: 04/28/2025
The roof has not been repaired yet. Please provide documentation of the outstanding repairs.Initial Complaint
Date:11/15/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Our HOA adopted MSI earlier this year since the unpaid volunteers on the board were unable to keep up with demands in addition to their already busy lives. Since MSI took over, our monthly hoa fees have increased by 35%. In return for this increase they promised to fix our roofs, contract for weekly lawn care, seasonal water care, and overall upkeep of the exterior of all properties. They have done none of this. The only time we saw lawn care done was after the local police department slapped ordinance violations on our front doors. I have seen nobody out to do any winterization. Most egregiously, they contracted with a construction company to replace our damaged roofs, 16 months after the initial damage! And when they found the inevitable structural damage caused by damaged roofs, they stated they needed to reassess and talk to insurance. 3.5 months later and we still have a tarp for a roof, and with recent snow we have water damage inside our unit, as well as 3 others. *******, the community manager has been evasive, derogatory, and downright condescending any time we have attempted to engage in any sort of civil discourse to move things forward with roof repair or, more importantly, damage mitigation to the inside of our house caused by not having a roof. My wife's wedding dress is ruined, several irreplaceable, sentimental items are ruined. Not to mention several thousand dollars worth of equipment all due to said water damage. We have received no answers, no time-line, not even an apology for their intransigence in the face of our pain and suffering. The only response we have gotten from ******* is that we are solely responsible for any interior damage to our unit, regardless of the origin of said damageBusiness Response
Date: 11/19/2024
MSI began managing the community 9/1; we were not involved in any assessment increases; that would have been a Board decision.
The Board has been handling the roof claim; however, the insurance has been dragging their feet with the claim. The contractor has been a big help with reaching out to the insurance company on behalf of the Board trying to push the claim forward. The Community Manager met with the attorney to see if there was anything that can be done to push the insurance company but they said there is no statute on how long they can take for a claim to be approved. The attorney stated that the owners would be responsible for any interior damages from the roof leaks.
The HOA contractor has been very responsive about shoveling now off the roofs, making repairs, and laying tarps to prevent more leaks.
The Community Manager has told the homeowners that they need to submit a claim to their homeowners insurance. Again, this information was confirmed by legal. The Community Manager continues to respond to homeowner questions with updates.
Legal will be at the next Board meeting in December; the insurance company has also been invited to attend to discuss with the owners.
Just a reminder, that the management company takes their direction from the Board of Directors. We would suggest homeowners attend the ************** meeting to discuss directly with the Board and attorney.Initial Complaint
Date:09/24/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 4/12/24 I contacted the ************************************ due to having a large raccoon enter my attic through the siding of my home. The structural integrity of the siding was poor which allowed the raccoon access. The *** is responsible for maintaining common areas, which include siding & roofs. O4/15/24 I received an email back from the president of the *** ******** *******, thanking me for reaching out & explaining that this issue would take some coordination. On 4/26/24 the board had assumed responsibility & hired a contractor, ****** ***** of ***************** and Exteriors, to remove the raccoon, & fix the siding & any inlets so that the raccoon could not get back inside the attic. ****** was not a trained or licensed animal service & was unable to get the raccoon out & it ended up having babies in the attic. His team accidentally broke the inlet to my attic of which I was told would be repaired & painted. After ****** and his team made several attempts to remove the raccoons with no success, the *** hired another company that was licensed in animal removal/extermination by the name of Keep Animals Out on 4/30/24. They were able to get the mother raccoon out along with its babies. I was then told by both the *** president, & ****** that my attic would be cleaned & sanitized, & that wiring would be put up on the siding of my house where the raccoons had entered, & around my chimney to prevent them from coming in the house through the roof. The wiring was put up but was not done correctly around the chimney so ****** said that he would come back and fix it. He never came back to fix the wiring or attic inlet. ******** team said they cleaned & sanitized the attic, but our ring camera showed that was not true & I contracted roundworm soon after. I was treated & have medical records as proof. This was all brought to MSIs attention on 6/6/24, & today on 9/24/24 I was told that it was no longer their responsibility to fix or resolve.Business Response
Date: 09/27/2024
Here are the details that the Management Company is aware of:
The
homeowner informed the Board President of the issues in his home with
raccoons.
The
Board then talked with Just Rite Gutters, who was already out on property
working on gutters, and asked them to inspect the attic.
Just
Rite went into the home, looked at the attic, and then offered to provide
cleanup of the raccoon feces. No contracts, bids, or fees were
involved in the process. Just Rite said they did not charge.
The
homeowner expressed dissatisfaction with the cleanup to the Board
President and Community Manager.
The
Community Manager advised the owner that based on the governing documents
and HOA maintenance and responsibilities chart, it is not the
responsibility of the Association to manage cleanup or repairs inside the
homeowner’s property. The exterior is the HOA’s to repair, which
they did.
The
Manager contacted HOA legal counsel, at the Board’s direction. Legal
counsel confirmed that the Association is only responsible for certain
areas of the home’s exterior.
The
chimney wrap which was mentioned is not an association responsibility, per
counsel; it is up to the homeowners to replace and have mesh wire or other
product installed.
The
HOA made the necessary repairs to the exterior and cleaned out the
gutters. To the management company’s knowledge, the exterior repairs
were completed to satisfaction by the HOA.
The
situation was brought up again to the Board at their September meeting
reaffirming the HOA’s position. This decision was communicated to
the owner.
The
owner followed up that the Manager needed to make sure the Board
understood their frustration and that he had contracted ringworm.At this point, HOA’s legal counsel will be reaching out to the
homeowner.Customer Answer
Date: 09/27/2024
Complaint: 22335712
I am rejecting this response because:
Just Rite did attempt multiple times to handle getting the raccoons out of the inside of the attic and put the wiring up on the chimney and siding to begin with. Michelle Rudolph, (president of the board), was the one who contacted him and put him up to the work. Attached are text messages from Curtis Moore of Just Rite and Michelle Rudolph proving the work was done and started by him and his crew. They did not just “inspect the attic”, they sprayed pepper spray in the attic to attempt to rid the raccoons, they put wire lathing up on both the chimney and siding, and were responsible for the clean up. All of which was done through the board and Michelle Rudolph. They took responsibility of this issue, started work, did not complete it correctly, and were not qualified nor licensed to do so. Because of which I had to be treated for a parasite at the hospital.
Sincerely,
Luke BullockBusiness Response
Date: 10/09/2024
The HOA Board is having their attorney communicate with the
Owner. The attorney has let the Owner know of the Board’s position.
Contractor, Keep Animals Out was hired by the Association to handle raccoon
removal and they indicated there was not any feces present in the attic and the
technician did not see or smell any raccoon debris. The Owner was told by
the technician that an individual can only become ill if the animal feces are
directly ingested. The technician has not recommended that the attic be cleaned
or believes there is a need to hire an industrial hygienist. Regardless,
the association would not be responsible for cleaning the interior of the attic
because the association does not have any maintenance responsibility.
Furthermore, the attorney told the Owner that the association does not need to
repair the damaged attic board, but that the association would solicit bids to
have the exterior attic access door re-painted.
As the management company, we take our direction from the Board
and they have communicated their position by the attorney and the attorney has
agreed and will be the one going forward to communicate with the owner.Initial Complaint
Date:02/23/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company oversees our ***, for some reason. In doing so, I believe they are taking matters into their own hands and not leaving most in the boards hands. The board are people who actual own in this development as well as some living there. There are no amenities (hot tub, pool, gym, community room, etc.), and the only thing the *** covers is lawn care (which there isn't much), snow removal and water.Every year it seems they increase it and remove more things. The first year, 2020, when I bought it was $260 prior to me purchasing and when MSI took it over it went up to $320/mo and they got rid of internet service. This amount may have last over a year, I can't recall now but can find out, and then it jumped up again to $350/mo. Maintentance outside was mediocre at best, with the lawn being cut 2-3x a week without much of anything noticable being cut. Bushes were never trimmed outside my house the whole summer and looked horrible. Snow removal...well, I was stuck in my house for 2 days because a branch got buried in front of the garage door and I couldn't get to work. They scooped up to the door and branch, then left...with over 4 men available to remove it. Now, this year, they increased it again to $390/mo and took away trash removal. Which, that in turn creates another $40-59/mo for that put onto it. The city is forcing all to use ONE trash collector or pay an opt-out fee, so this is not avoidable. Overall service and care for the community is non-existant. There is no reason to have dues this high in our area. Not even in a gated community with all the amenities. Just crazy and I am tired of being taken advantage of as I am sure many of the other owners are...but they just don't know HOW TO get rid of it. Please, help....Business Response
Date: 02/29/2024
Indeed we are not taking any matters into our own hands as the contracted management company, and all decisions are made by your elected board of directors. It is my understanding that you are frequently in board meetings and communication loops and aware of this alreadyHowever, a member of your board has offered to reach out to you directly on the issues you raised in your complaint, and we will defer that communication back to you to the board. -*******************, President.Initial Complaint
Date:02/16/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
MSI has a malfunctioning website that is not allowing me to login and make updates to method of payment, payment amounts, or manage my account in any way whatsoever. They raised dues, and I am unable to update the autopay.After several discussions with their Accounts Receivable person, they have admitted the vendor they contract for the member website is unreliable and any attempts to get problems resolved result in 'giant circle of trying to get my people help' and things do not get resolved. They then try to shift blame of the faulty website/membership management tool away from them - even though they have chosen and continue to use it, it's not their fault because they got it from a third party - nonetheless it is still their responsibility as they have chosen and contracted to utilize this software. MSI refuses to take any accountability for what they provide and have put into place - and repeated attempts to request the issue be escalated have gone unanswered. I've already tried reaching out to the third party several times, but to no avail. If MSI is using such a bad system, its imperative they find a replacement solution ASAP and rectify this for everyone.Business Response
Date: 02/20/2024
Certainly we understand your frustration in this case, and I would have preferred you have a better response from my staff as to why we had to have you talk directly with the payment portal provider vs. doing it for you. First, there are no issues with the software or the site, whatever the issue you were having it had to relate to your credit card account or your sign in process. Issue is that we arent permitted in the loop where your credit card number and secure log-in information is being discussed, that chat has to be between you and the payment site provider. So, we cant solve the issue for you...It also appears you did ultimately correct your account issue and make the necessary payment, so we assume you are now aware of what the problem may have been. -*******************, President.Customer Answer
Date: 02/20/2024
Complaint: 21303389
I am rejecting this response because: it takes no accountability to the issue. It's not a matter of the presidents preference of me having to work directly with their contracted service provider, it's a matter of getting a response from the provider, and getting support from MSI the first time, not after many many emails.Even after eventually being able to login, the site had issues - their payment portal was not working inside the website - see attached - their payment connection was not working. they conducted server maintenance for several days from Friday to Sunday.
MSI - take accountability - you provided really poor customer service, just own up to it. You did have website issues - just own up to it. a simple apology is all thats needed, instead of trying to shift blame to others.
Sincerely,
*************************Business Response
Date: 02/29/2024
We assumed you were looking for a substantive response regarding your issue, but if all you were actually seeking with this BBB process was a formal apology for your experience, we certainly can offer that as well. We dont wish to have any clients experience difficulty or hic-*** with any of the third party IT providers we partner with such as you experienced. -*******************, President.Customer Answer
Date: 02/29/2024
Complaint: 21303389
I am rejecting this response because: While the business says they have no problem being accountable or apologizing, The business has still not actually apologized and has tried shifting blame saying 'there was no problem' when their server was actually being worked on during that time and other services were not available (once their server was back up / able to login again, payment services were down for a longer period of time).************* says a lot about leadership and the merit of a company when their executive team claims to have no problem apologizing, and then doesn't apologize - I am still waiting on an actual, and direct apology.
Sincerely,
*************************Initial Complaint
Date:01/05/2024
Type:Order IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
No response from Property Manager.*** is not currently insured since no documents prove that ************************** has Liability Insurance.Just update the documents if there is coverage.Business Response
Date: 01/08/2024
The coverage is in place, but we have been waiting on the certification. As soon as that is in hand (within the next few days) I will email it directly to this homeowner. -*******************, President.Customer Answer
Date: 01/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.It was unfortunate I had to reach out to the company by BBB to get a response, but the document in question was obtained and this resolved the problem.
Sincerely,
***************Initial Complaint
Date:12/17/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Attached please find the budget for Old Farm Townhomes managed by MSI LLC.I did condo and townhome reviews for FHA for 7 years so I am familiar with reviewing budgets. Management companies are to put at least 10% of the dues aside each year for reserves. The total assessments for Old Farm Townhomes are: $450,000 per year which means $45,000 each year for reserves at a minimum. According the budget from MSI, in 2023 there are ZERO reserves - what happen to the reserves? I have a few questions:1) First and most important, where are the reserves?2) Why does **** budget only allocate $6000 for reserves when it should be $45,000 minimum?3) ************* budgeted for **** is $54,782.50 higher than it was last year, why?This budget raises a lot of questions. I would like to know where my dues of $249 per month are going to because we have no reserves? If there is a lawsuit brought against the *** there are literally no reserves to cover it, hence homeowners will be on the hook for it. What happened to our reserves?*******************Business Response
Date: 12/19/2023
****, the BBB is not the venue for routine questions. The budget for your association is approved by the elected board of your community, not MSI, and then presented in a community meeting, to include, I assume, your attendance. Present your questions to your *** board, and attend the open to you meetings of the *** for that purpose. -*******************, President.Initial Complaint
Date:10/25/2023
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I've been trying to update my bank account information with my HOA for over two months. They have had the right information since August, but continue to send me bills via email and physical mail saying that I'm PAST DUE and attempting to assess late feeds, interest, and processing fees. I'm leaving them voice mails and they don't respond. Via email, they tell me that they'll fix it, but that hasn't happened yet. Obviously, I shouldn't be paying any fees. This is their mistake. Use the bank account information I provided in August, please. It's in the system that you chose, and asked HOA members to use!Business Response
Date: 10/27/2023
*******, please reach out to our A/R Supervisor *************************** at ************************************* Your issue does look/sound routine as you have described it, and if that is the case I am certain she can help you. -*******************, President.Customer Answer
Date: 10/29/2023
Complaint: 20780222
I am rejecting this response because: I paid over $20 in fees today for a late payment in October, but I had been trying since August to get this sorted out. I don't believe that's just. The community manager ******************* called it a "hard fee" that had to be paid, but it's unclear who this "Processing Fee" is for or what they did to earn it. I provided my new banking account information in August. I don't believe it's my fault that they have two different ways to schedule an automated payment, or that I should have known that cancelling it on my old account would prevent it from happening with my new account. If I had been told that in August when I spoke with them, or in September when I spoke with them, it wouldn't have been a problem in October.
Sincerely,
*****************************Business Response
Date: 10/31/2023
The $20 fee is our fee to the association to process and communicate regarding any delinquent account per their policy. Id say we more than earned it so far in continued discussions on your account, but in the interest of moving on from this issue we will credit the association this fee and your account as well. -*******************, President.Initial Complaint
Date:09/20/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On September 20, MSI/************* ********************* posted a delinquent homeowner assessment collection notice on the front window of the bank branch instead of delivering it into the branch. Consequently, clients saw this causing possible reputational concerns to the bank. As a local branch, we don't work directly with the association, so for them to post on our bank branch window is egregious.Business Response
Date: 09/21/2023
The commercial unit your bank occupies resides within an owners association, and the assessments owed to that association on behalf of your unit became delinquent to the point that a statutorily required door posting was required. The statute in question (HB1137-22) demands a physical posting on the building door, and does not provide for hand delivery of the notice. We understand your position and the inconvenience of the posting, but none the less the posting would have occurred regardless of the type of business that occupied the space. When this law was proposed we strongly suggested this exact negative outcome (among others), and those concerns fell on deaf ears as is frequently the case within the current group of sitting lawmakers in this state. We do not have the option to choose not to comply with state law... -*******************, President.Customer Answer
Date: 09/22/2023
Complaint: 20632698
I am rejecting this response because:Reading the case you stated in your response, there are other ways this could have been completed. It states that posting a copy of the notice could have been replaced by first class mail, an email, or a text message. Instead this business decided to publicly issue this, creating possible reputational risks to the bank. See below from the bill itself:
Requires an *** to first contact the unit owner regarding the delinquency by, in addition to sending a notice of delinquency to the unit owner by certified mail and by posting a copy of the notice on the unit owner's property, contacting the unit owner by at least one other method of communication, including first-class mail, an e-mail, or a text message. The *** must keep records of its contacts to the unit owner regarding the delinquency.
Sincerely,
*******************/***** BankBusiness Response
Date: 09/26/2023
Please forward this reply.
Your interpretation of the statute is not correct. The posting of the physical notice is a requirement and then you must choose one of the other provided methods of contact IN ADDITION, not in place of. The physical notice posting was the signature element of the law makers bill and is in no way optional. We are painfully clear on our new legal obligations and we would not be posting notices at a very specific point in the collection process all around town and inviting exchanges like this one if it was not an absolute requirement. No less than a half dozen local HOA specific law firms were consulted on the obligations of the new law before we went down the path of hiring a company to start posting these notices. I am sympathetic to your issue as a functioning business as it regards this notice, and we would like nothing less than to have skipped any posting of anything if that was an option. -*******************, President.
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