Complaints

This profile includes complaints for Meritus, Corp's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Meritus, Corp

  419 Midway Is Clearwater, FL 33767-2320

• 

  Meritus, Corp

  2005 Pan Am Cir STE 120 Tampa, FL 33607-2529

The 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:09/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 property management group has failed to provide requested documents or follow-up on numerous phone calls in a timely manner or at all. I have requested and paid for a suite key in mid-August which I was told would be mailed to me within 2 weeks. I have contacted the office manager multiple times by phone (x6) and email (x3) with no response with regards to requested information from lawyer in relation to a mortgage renewal. The office manager is *** ******. This lack of customer service and accountability is unacceptable given I pay condo maintenance fees for their services.

• Initial Complaint

  Date:12/06/2022

  Type:Order Issues
  Status:

  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 manages my neighborhoods ***. They did not send my new resident welcome packet with information on how to pay *** fees. I bought my home Aug 2021 and believed I had paid ahead 2022 fees. When I received no notices from the **** I assumed I was correct. July 2022, I received notification from an attorneys office, along with 70+ of my neighbors threatening lien (liens now placed) and huge attorney's fees for an $89 *** fee. I paid the attorney office the owed $89 fee (cashed check copy attached) but they persist lien unless I pay their $900 attorney fees I never should have been charged. This property management company never notified me OR 70+ of my neighbors of this fee owed and solely sent notification to an attorneys office charging good people large fees and bullying into paying with scare tactics to take our home. I attempted to call both of the representative for my neighborhood MULTIPLE, MULTIPLE times in March and April 2022 and NEVER received a call back or any other form of communication from the *** representatives. To this date, they have never directly contacted me in any way and have not upheld business practices supportive of ethical consumer services.

  Business Response

  Date: 12/12/2022

  ************************,

  Inframark shipped out the 2022 Invoices to homeowners on 12/23/21 indicating that the annual assessment was due on January 1st in the amount of $83.94. The invoice was sent regular mail and included a full welcome letter introducing Inframark and detailing a new resident platform,Townsquare. The mail parcel was sent to the property location since no alternate address was on file. In May, the association underwent a full banking institution change, where a letter was sent out to homeowners indicating the changes on how to make their payments. Soon after on 6/6/22, a statutory past due letter was generated to the property address for the outstanding balance on the account and indicated that the account should be paid within 30 days or further collection efforts would be made. Evidence of mailing for both the 2023 invoice and the past due letter can be provided. If our letters have not been received, a complaint can be made with the local postal service. Due to the account being past due as of 7/14/22, the account was forwarded to the associations collect agent for handling. The process is outlined in the associations governing documents as well as the **************** Property Statutes, and all residents are treated as same. A copy of the associations governing documents should have been provided by the owners title agent at purchase, or an additional copy can be provided upon request. It is the homeowners financial obligation and responsibility to understand that an annual assessment is due from them on January 1st of each and every year, and all efforts should be made to the association accordingly. The account should be settled with the associations collection attorney. 

  Thank you. 

• Initial Complaint

  Date:08/08/2022

  Type:Sales and Advertising Issues
  Status:

  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 purchased a new home in Dec of 2020. At closing, we paid our *** fees for 2021. We were told that we would be contacted by the *** to establish an account and let us know where to deliver our annual dues (around $83.94/year). We did not receive any contact regarding dues until an attorney sent us a letter via mail (dated 7/15/2022). I had never even heard of the management company, as it appears Meritus Corp is a subsidiary of Inframark, the one on the attorney's letter. Somehow, even though we did not receive any contact from Meritus or Inframark regarding ***************, they charged us a late fee of $5.58, Attorney costs of $17.10, and Attorney fees of $300.00. Now, Meritus will not talk to me regarding this, and will not tell me who their representative to the ********************** is. The attorney will not talk about the issue either, as they just say they want us to mail them the money. I mailed the attorney the $83.94 for the dues for 2022, but I feel the extra fees are excessive and unwarranted since I received no communications prior to the lawyer being involved.

  Business Response

  Date: 08/29/2022

  For clarification, this complaint is being filed against Meritus(Inframark), who was/is the contracted client of ********** HOA. We operate under the management instructions provided by our client. This owners account was handled under their direct instruction of the board of directors in accordance with the governing documents filed in the official public records of Hillsborough County, *******.
  
  As stated this owner arranged for all amounts owed in 2021 at the time they purchased the property in December 2020. A **************************************************************************************************** December 2021. The letter introduced Inframark and a new residential platform (townsquare) for residents to collect important announcements for the community and access their HOA account 24/7. Proof of mailing can be provided. Just prior to those letters going out, Inframark acquired Meritus and was working to inherit the operations, dissolve old platforms and incorporate new platforms for the homeowners. In May 2022, the association went through a total bank change whereas a letter was sent out noticing the change in how to make a payment, as well as more information on navigating the new Townsquare platform. In June 2022, a past due letter was mailed to the homeowner (again to the property address)since the 2022 annual assessment remained unpaid. Proof of mailing can be provided. The letter met all statutory requirements and allowed owner 30 days to pay their 2022 annual assessments that were due January 1st. Unfortunately, due to non-payment the account was turned over to the attorney for collection.
  
  Inframark operates under the instruction of its client, the board of directors of ********** HOA. Homeowners who purchase in an association are responsible for insuring that a financial transaction is made to their association annually for their contribution of the budgeted expenses for the upcoming fiscal year. This homeowner is able to request fees to be waived by presenting the request to their board of directors. Inframark does not have the authority to waive fees on behalf of the association. Fees can and will be waived only upon approval of the association.
  

  Customer Answer

  Date: 08/31/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I understand all the information in the response. As we received none of the mailings, I'm sure you can prove that you thought you mailed items to me, but none were received. As there are over 80 other people in my neighborhood going through this same issue, who also didn't receive any mailings, I'm sure the problem is with the management company (you), not me or the *** guidelines and/or board. You should therefore take responsibility for the additional costs, not the ***.

• Initial Complaint

  Date:08/08/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 moved into ********************* in June 2021. Was told HOA fees were due on a yearly basis. I assumed the dues ran from June 2021-2022. As June approached nothing was received as far as paying HOA fees. New neighbors who moved in around May 2022 let us know that there had been a merge between Meritus Corp and Inframark. Shortly thereafter I received a notice from Meritus's Attorneys, Frazier & Bowles, claiming that we owed our HOA dues of $89.52 and also attorney fees of $317.00. No notices were ever received in regards to any late HOA dues and when and how to pay them. Between Jan and June no notices were ever sent. Meritus claims to have sent notices in June. Once the attorney letters were received via certified mail by multiple families in the community, more than 17 families, Meritus refused to speak to anyone about the matter and how to resolve it. I have tried on many occasions to speak to someone at Meritus to only be told they will not speak to us and Inframark only lets us know that Meritus is who handles the matter. I am looking to have Meritus drop the attorney fees as this clearly is an error on their part. I have since paid the HOA dues of $89.52 via money order payable to ********************* and sent to Frazier and Bowles as Meritus would not take payment.