ComplaintsforMSI, LLC

• Initial Complaint

  02/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  01/05/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  10/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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,
  
  *******************/***** Bank

  

  Business response

  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.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lived here for several years with no violations until the past couple of weeks, now we have 4!The first violation: Dated Aug. 18th 2023 for trash cans left out on the alleyways. We were given until Sept. 20th 2023 to correct this violation. The week we received this letter we started moving our trash cans directly in our garage after the trash company was emptying them. We now have been fined $200 on Sept. 19th - a day before our violation date was to be met. I have contacted them and they have said that we have been in violation this whole time (not true). They told us they cannot remove a fine once it is in place and the timeline makes no difference. They told us we needed to speak with the board in person and that we needed to request a hearing. I have done this and sent a formal request. I also asked how we can dispute this since both photos on each letter have the exact same photo. Their response was that they cant have the same photo as their system does not allow this. (They have the same photo)The second violation: was for a house and dead **** that was not even our house- they sent us a photo of the wrong house. We reached out and have yet to have any resolution The third violation: Tree Trimming - there was no photo. I requested more information and they had to send someone out to our house to take another photo. They took a photo of our Catalpia Tree that has already been trimmed by our arborist to be 8ft from the ground and away from the alleyway so the trash truck won't hit it. I asked how much more trimming they wanted as it is trimmed. The fourth violation: stated it was for miscellaneous items - I again requested more information and they argued with me that the letter tells me in the notes. It literally says nothing and I read the letter to them. I was then told to "take a look around and see what I could find that might need some cleaning up". Why would I waste my time trying to guess what they wanted done just for them to fine me in the end?

  

  Business response

  09/26/2023

  The violation notices sent to you were mailed at the direction of your elected board. The next step for you is to attend a meeting with the board who have all of the decision making power in this instance as it regards waiving fines and explaining in more detail why the notices were sent. It is my understanding that indeed you have scheduled a meeting for tomorrow evening for just that purpose. -*******************, President.

  Customer response

  10/03/2023

   
  Complaint: 20628989
  
  I am rejecting this response because:
  
  We took off work to be in person for the board meeting and to discuss why we were being fined a day before our deadline. The board was shocked that we were fined at all. We have since been sent a bill and letter asking us to pay this fine, even though the board said that we should not have been fined. Your systems that you have in place at MSI are not working properly and people are getting fines for things they should not. What is going to be done about this problem with your billing system fining people when it should not?
  Sincerely,
  
  ***********************

  

  Business response

  10/12/2023

  The board was not in any way surprised at the meeting that you were sent fine notifications, that is an inaccurate representation. It is the board that directed the notices be sent in response to specific conditions at your property, and there is no guarantee that you will not receive future notices if, in the boards opinion, the property conditions warrant that notice or possible fine. As it regards the current fines at issue, the board decided to waive those fines so there is no issue remaining to discuss further. Note that we take direction from the board in our contract with your association.This is the BBB page for MSI, not your association, and we do not make the decisions,your board does. -*******************, President.

  Customer response

  10/16/2023

   
  Complaint: 20628989
  
  I am rejecting this response because:

   

  In the board meeting we attended in person- it was stated in the board meeting from a manager of MSI that they were shocked the MSI system sent out fines at inaccurate times. It was further stated in this meeting that MSI would look into why a fine was charged to our account because it should not have been. 
  

  There are no questions as to the violation letters, even though one was not even our house and still sent to us. 
  

  The fine has been removed. Overall MSI employees seem to not understand MSI systems and or procedures when representing HOA Boards. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have called them many times and sent them notes asking why I am required to pay that fee. I do not want their services. They have not responded.

  

  Business response

  08/07/2023

  ******, these are the assessments for the **************************** at ************. You are mandatorily a member of the master association by virtue of taking title to a property within the association.Your assessments pay for street lawn landscaping and similar maintenance near you and community-wide, and you may not opt out. We are contracted only to collect assessments from owners, and if you require detail as to what exactly the assessments pay for and what recorded documents obligate you to be a member, please visit the *** or call or email. All of the contact options can be found at *************************. -*******************, President.

  Customer response

  08/08/2023

   
  Complaint: 20431446
  
  I am rejecting this response because: I'm requesting information from MSI. MSI offers park and swimming pool services and they are charging me $46.00 every month. I have tried to contact them because ***** Townhomes do NOT own parks or swimming pools so I do not understand why I am required to pay that fee. I  do not need swimming pool services. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  MSI manages our metro district and has created ordinances than ban short term rentals in our neighborhood. They refuse to enforce these ordinances and the house across the street from ** has become a 'party house' rented out weekly on Airbnb. This is a huge safety concern as numerous intoxicated drivers are coming and going from the property every weekend. By refusing to enforce their own rules, they have created a safety hazard for my family and the families of our neighbors. Additionally, the value of our house is plummeting due to the fact we live next to a constant party.

  

  Business response

  05/24/2023

  The district is indeed taking steps within their covenant violation enforcement policy to attempt to resolve this issue, and it is my understanding that our assigned manager is in contact with this individual seeking additional documentation of the activity needed for the process. -*******************, President.

  Customer response

  05/25/2023

   
  Complaint: 20097599
  
  I am rejecting this response because:
  

  Neighbors have been reporting this property being listed as a short term rental for over a year now.  MSI has taken no action upon themselves to enforce their own rule to ensure the safety and tranquility of the neighborhood, and instead is putting all responsibility on the residents.  This complaint has not been resolved as the property is still listed on Airbnb.  I will keep this complaint open until MSI acts on behalf of their residents and gets the listing removed.

   

  Customer response

  05/26/2023

  Dear BBB, I am filing a complaint against MSI, *** for failing to enforce their ban on short-term rentals, resulting in numerous party houses being rented out on Airbnb in our neighborhood. Section **** of the Declarations of Easements explicitly prohibits leases less than six months. MSI has ignored this ban, causing disruptions and leading to suspicions of collusion. Our previous complaint was removed by MSI, claiming lack of marketplace interaction. However, we have paid $75 per month to MSI, constituting marketplace interaction. This suggests MSI is more concerned with fighting complaints than enforcing their policies. These short-term rentals have negatively impacted our community. We endure increased noise, traffic, and invasion of privacy. Property values are declining, making it challenging for homeowners who want to sell. We request BBB's intervention to hold MSI accountable. Please: 1. Investigate the MSI's failure to enforce the ban on short-term rentals (Section ****). Review the removal of our previous complaint and ensure fair consideration of all valid complaints. 2. Encourage the MSI to prioritize policy enforcement over defending against legitimate complaints. 3. Recommend appropriate actions and penalties if MSI is found in violation. We trust BBB will help restore security, tranquility, and fair governance to our community. MSI's negligence and potential collusion undermine our trust in their ability to protect our interests. Please find the Declarations of Easement document attached to this complaint. Thank you for your attention. We anticipate a swift and fair resolution that upholds accountability and community well-being. Sincerely, ****

  Desired Resolution: Finish the job 

  Customer response

  06/03/2023

  The $75 per month is paid to MSI to enforce the Declarations of Easement and other governing documents of the Midtown neighborhood.

  

  Business response

  06/06/2023

  ************************* is actively pursuing this violation of the covenants within the districts enforcement and fine policy. -*******************, President.

• Initial Complaint

  05/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I reported MSI to the BBB about a month ago and believe this new bill in the amount of $673.00 to be in retaliation for my doing so. I've always paid on-time and there should be no bill, this is harassment. I don't want a wrongful lien on my property for a bill I don't owe and no one will tell me what it is for.I've made two attempts to see what these charges are for and have not been told what I am being billed for. I do not owe this amount and do not want a lien put on my property for something I am not being made aware of. On May 3, 2023 I received the attached invoice in the mail and reached out ************************* and ********************* representatives at MSI to see what this bill is for. It is for a charge of $673.00 due upon receipt. I reached out a second time to follow-up to see what this bill is for and still have not heard back. I do not owe $673.00. I did not purchase anything nor was I ever made aware of any charges. I believe this bill to be fraudulent and issued in retaliation for me recently filing a BBB Complaint against MSI management company.Any help you can in finding out why I was billed $673.00 due upon receipt will be greatly appreciated. I never purchased anything, was never fined, and this bill is not mine. Again, I believe it to be in retaliation for me filing a BBB complaint against them.

  

  Business response

  05/09/2023

  The legal fee on the account was posted in error, and it will be removed. -*******************, President.

  Customer response

  05/09/2023

   
  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.
  
  Sincerely,
  
  *******************

  Customer response

  07/25/2023

  MSI, LLC is using excessive billing practices and sending out fraudulent bills to me on a regular basis I believe this is reprisal for me filing a complaint with the BBB. May 2023 - I was fraudulently billed $673.00. Today, July 25,2023, I received another bill for "legal fees" in the amount of $33.00 again, which I believe to be fraud. I do not owe $33.00 to anyone. I pay all my dues before the due date and have never been assessed any fees.

  Customer response

  07/26/2023

  I'd like to be clear in that MSI, LLC is using the US *********** to mail these fraudulent bills, which constitutes mail fraud.  I'd like to know why this keeps happening, and what has been put in place so it doesn't happen again. Again, I didn't start getting the fraudulent bills until after I contacted the BBB.  I believe this is in retaliation for reporting my concerns to the BBB. 

  

  Business response

  07/28/2023

  The $33 billing was indeed an error (errors are not fraud) and has been removed from her account. -*******************, President.

  Customer response

  07/28/2023

  Complaint: 20372162
  
  I am rejecting this response because: This is the second time in 2 months after I filed my initial complaint with the BBB. I believe this is fraudulent billing and MSI LLC is using the ******************* to deliver their fraudulent bills.  I talked to my neighbors and none of them have been billed recently like this, I do believe this to be harassment.

  MSI LLC is claiming these fraudulent bills are being sent to me in "error", I would like to know 1) what is causing these "errors" and what has been put in place to stop it from happening again?
  
  Sincerely,
  
  *******************

  Customer response

  07/31/2023

  I sincerely appreciate the BBB and would like to attach the ********** of *********** for ******** so everyone else who is having problems with this "management company" can complain to:

  ***********************
  Attn: HOA Information and Resource Center
  ****************************************************
  Ph: ************
  Email: **************************************************

  Thank you BBB for all you do! 

  Sincerely, *******************

  

  Business response

  08/09/2023

  There is nothing to dispute or negotiate as we removed the fee from her account without her having to pay anything. -*******************, President.

  Customer response

  08/12/2023

   
  Complaint: 20025616
  
  I am rejecting this response because: MSI, LLC accounting practices have demonstrated several "errors" which have not been explained.  Their (our community) books should balance every month with accounting, ie asset = liabilities, and when they don't balance that is a RED FLAG.  These past several months I have received two bills which MSI, LLC claims to be accounting "errors" but I do not believe they are simply "errors" as 1) someone has to review the account and physically place the bills in the mail, 2) someone then has to email the bills out, so there is someone who is actively working to submit these fraudulent bills 3) if the books were balancing there would be no shortage of funds that need to be replaced by making up and sending out fake bills to the residence to try and recover the missing funds - I believe that is what appears to be happening to me.   Again, these are huge red flags as to what is going on with the money ie the accounting with this company is not accurate.  In 2019  the residents were told there was a "lawsuit" from someone who had a slip and fall on the community property and it depleted the community reserves - but when I ****** the Adams *********************** and put in MSI, LLC or Old Farm Townhomes in the search bar, it doesn't pull up a lawsuit or settlement or anything about a slip and fall - so what were those reserves used for?  I know that was years ago, but that brings us up to today and the accounting is off!  For a management company in charge of our dues the accounting is the most important factor, where is the money going and why are these bills being sent out fraudulently?  IF its not fraud, then what is causing all of  these accounting "errors" ?  I don't believe these to be errors but fraudulent collections practices because someone is psychically having to do mail with the post office and also email the bills out requesting payments that are not valid? That is a two step process that continues to happen, post office mail and email.  Also, and most important, if the accounting was correct, this wouldn't be happening and that brings us to the bigger question - what exactly is happening to the money being collected each month - how are the dues being accounted for?  I'd like to see the budget for the past year with 3 months of bank statements to support it.  I've done audits in the past and welcome doing an audit on my HOA reserves - I also believe a forensic audit is needed to find out what happened as far as the "slip and fall" on the property that reserves were used for, but there is no record of on the courts website, a forensic audit would also help to analyze what kind of "errors" are currently happening now and how to adjust the books so they don't continue to happen. I'm not sure if this is an area the BBB can help with but I want to ask. 
  
  Sincerely,
  
  *******************

  Customer response

  11/04/2023

  I live at Old Farm Townhomes and this year I have received 3 bills that I believe are fraudulent from MSI LLC. There is a pattern of billing without a basis, which MSI calls errors - one bill was for almost $700 - every time I contact them, they say it is an "error" but I believe they are using our *************** in ways they should not and sending out these bills to get extra money. There is no issue date listed on any of the bills and they all read "due upon receipt". I worked for the **** of ******* for 7 years doing condo reviews and have requested a copy of the budget and the most recent 3 months bank statements from MSI so that I can see exactly how my dues are being spent and to also confirm the reserve amount, but MSI LLC has not provided that information. I am a dues paying member so this information should be available to the community but they have not provided it. MSIs accounting is off. I keep getting bills for things I do now owe; something is terribly wrong. In 2019 at an *** meeting the residents were told there was a slip and fall accident, the *** was being sued for a million dollars and it was going to deplete our reserves, but when you ****** the Adams County Clerk of Courts there is no record of a lawsuit. I do not know what is going on with the dues I pay - $246 per month, but I do know there is a pattern of what I believe to be fraudulent billing going on. One time might be an error but three times is a pattern. I am requesting a copy of the budget with the most recent 3 months of bank statements. Any help or direction you can provide will be greatly appreciated.

  On November 4, 2023 I received a bill for $20.00. This is the third time I have been billed fraudulently - which makes MSI LLC billing practices a pattern of sending out bills that should not be sent out, on 5/3/23 - billed $673.00 that I do not owe, on 7/25/23 - $33.00 that I do not owe and I want to know why this keeps happening? I also want to dispute the most recent bill for $20.00 that I do not owe.

  

  Business response

  11/17/2023

  We continue to be perplexed at the request as this information, both the full payment ledger with all credits and payments noted, and monthly full financial statements and the budget, are available 24/7 to this owner (and every one of our clients) on the portal we host for her community. This information is completely and constantly transparently available as a matter of State statute. 

  Customer response

  11/18/2023

   
  Complaint: 20025616
  
  I am rejecting this response because: The response does not address the bill I received on 11/4/2023 for $20 - is this bill valid or not? 

  This is the third time this year that I have been billed for something I do not owe by MSI LLC.  I work and go to school so my time is limited, each I am billed in "error" per MSI LLC, I have to stop what I am doing to address it, again, this is the third time. 

  Why am I repeatedly being billed in "error" and what is this $20 bill for from 11/04/2023?

  
  Sincerely,
  
  *******************

  

  Business response

  12/07/2023

  1. The $20 fee on the consumer's November invoice. There are no fees remaining of any kind, not $20, not $100, not any amount, that are in error on this owners account. There is no action to take.

  2. Why the consumer has had numerous charges added to the account in error this year.  There have not been numerous charges added to this owners account in error. There were some charges made in error, and all there removed and credited back when the error was discovered. We employ human beings, which means that errors will occasionally occur, and all we can do is apologize, correct the mistake, and move on. Except evidently in this case.. We bill and collect from ******* owners every month, if we were constantly error prone in our process, you would have hundreds of complaints.

   

  

  Business response

  12/07/2023

  A full copy of this owners ledger, showing the fees reversed and removed, is enclosed..

  Customer response

  12/07/2023

   
  Complaint: 20025616
  
  I am rejecting this response because:  As a Managements company that fact that MSI LLC is making numerous billing errors because they are "human" does not inspire confidence.  

  This is something MSI needs to look at internally. I'd like it resolved so that I don't have to continually take time to address it, no one should continually have to take time to deal with this.  

  The fact that this continues to happen, three times this year so far, is a red flag that something internally with MSI LLC accounting needs to be fixed.  Do you know what is causing all these bills to be printed and sent out, what is the basis for it continuing to happen besides "human error" and has it been fixed so this doesn't continue to happen? 
  
  Sincerely,
  
  *******************

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