Complaints

This profile includes complaints for The Melrose Management Partnership, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Melrose Management Partnership, LLC

  1600 W Colonial Dr Orlando, FL 32804-7008

  
• 

  The Melrose Management Partnership, LLC

  PO Box 531010 Orlando, FL 32853-1010

  
• 

  The Melrose Management Partnership, LLC

  433 Silver Beach Ave Ste 203 Daytona Beach, FL 32118-7104

  

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:05/11/2024

  Type:Billing 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.

  To whom it may concern...Melrose sent me an intent to lien which is completely erroneous and unlawful. The accounting is incorrect.***ments to both HOA's were made on 5/2 (I have receipts pasted below), yet not shown on the letter sent. Since you have provided inaccurate information, your attempt to lien is null and void. If you'd like to be an adult and actually talk through this mess, please call me at ************. Truist Online ***ment eCheck Receipt Your payment has been successfully initiated.Reference NumberEC05022024625 ***ment submitted on:5/2/2024 11:50:26 AM ********************************* Name:Trinity Communities *************** Serial Account ************ Unit ************ Bill *** Number:*********** ***ment Type:Maintenance Fee Amount Paid:$92.75 Total Amount Debited from Account:$92.75 Truist Online ***ment eCheck Receipt Your payment has been successfully initiated.Reference NumberEC05022024618 ***ment submitted on:5/2/2024 11:46:36 AM ********************************* Name:Trinity East HOA *** Serial Account ************ Unit ************ Bill *** Number:*********** ***ment Type:Maintenance Fee Amount Paid:$263.00

  Business Response

  Date: 05/13/2024

  Hi ********************,

  The assessments you're referring to were due to the associations on 4/1/24. The date a payment is initiated is not the same date that the association receives credit for the funds. We recommend 3-5 business days for the association to receive the funds and the credit be posted to your account. You were sent a notice of late assessment on 4/5/24 and I don't see any notes that you called to inquire what that was regarding so we could have avoided further collection action. I see that you have portal access to view your account. Please note that there is still a balance of $84 due on this account, including the intent-to-lien fee. I am referring only to the ******* **** HOA account.

  The ******* Communities Master account has a balance due of $.24 as you haven't adjusted your payment amount to account for the new 2024 quarterly assessment of $92.87. I see you have portal access on that account as well. Please login and pay the small balance due.

   

   

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21698572
  
  I am rejecting this response because:  You sent me a letter dated April 6th that said I had 30 days to pay without further action.  I was within that period for the payment.  This is an electronic payment that immediately reflects in my account, so I am not sure why you are referencing any processing time?  I am not willing to pay a $75 fee that was incurred because the payment failed to process in time on your end.  The receipt supplied is dated 5/2.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/28/2024

  Please email the property manager, ***************************, at ********************************************************* for any additional fee waiver requests. Please note that a payment processing confirmation does not mean the payment has been posted to your account. Please always allow 3-5 business days for processing, in most cases. 

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21698572
  
  I am rejecting this response because:  The BBB complaint process is to get things solved here.  I have been sending emails to the address indicated below since May 8th.  If you check the email box, you will see I am on my fifth follow up under:  ***********************.  The emails are addressed to:  The Melrose Management Partnership, ********************************************************* ************************************************ *********************************************  Nobody at any of those addresses has answered me to date.  Also you will see that *********************** from your company responding to me on another string saying that the address is rarely checked "due to spam".  Since Melrose refuses to answer me in writing, I have zero alternatives other than using the BBB to get resolution.  It's a complete shame that it is has come to this, but I refuse to deal with Melrose in any other manner until my emails are treated with the appropriate level of service.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/29/2024

  Please contact your property manager, ***************************, at ********************************************************* for further assistance. 

  Business Response

  Date: 06/05/2024

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

  Please reach out to your property manager, ***************************, at ********************************************************* for additional assistance. 

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21698572
  
  I am rejecting this response because:  you provided the same response?  What is the issue with Melrose putting things in writing?  I don't understand this way of conducting business.  I am now on my sixth follow up via email and have called the office twice....the latest call was yesterday.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/11/2024

  As both accounting and I explained to ******************** on another BBB ticket back in March of this year, payments with the *** are not considered "PAID", until such time the transaction with the bank is complete and funds are deposited into the Association's operating account.  This is true for all ***s in ***  Melrose has been the property manager for ************ for almost 20yrs, the Trinity ****** for 30yrs....that concept has never changed.  Yes, the Kersteens did in fact TRANSACT the payment on 5/2/2024, but it did not arrive in the Association's operating account until 5/7/2024 when the drop box was downloaded, and funds deposited. We told ******************** this back in March of this year with the very first reply, that all transactions take a minimum of 3-5 days (in this case 5), Melrose has no control over that, it is all automated.  So in revue of the allegations in relation to actual timeline: A **** (Notice of Late Assessment) was mailed on 4/5/2024.  ******************** knows this because 1.) he can see late letter on his portal and 2.) it was mailed to them and 3.) they reference the "30 days from this mailing"....as referenced in the **** letter.  See attached.  "30 days AFTER this letter".....so the letter was sent on 4/5/2024, and the actual deposit did not happen until 5/7/2024, this is more than 30days, thus the Intent to lien triggered on 5/6/2024, at 3:33am, automated by the system.  To re-cap: ******************** transacted on 5/2, that is not disputed.  That transaction hit the ledger on 5/6, but FUNDS NOT DEPOSITED until 5/7, thus the reason for the Intent to Lien fee of $75.00.  We'd like the BBB to take note that ALL of what I just stated happens in accordance with both the Declaration of the community, and Florida statutes.   ******************** alleges no replies from Melrose.  Not only did internal staff reply to him in both February and March via our ticketing system and we have proof of same, our Director of Accounting replied in March, as did I, to the first BBB complaint with easy access to the portal, a copy of the budget and even mailed new coupons. At that time, we explicitly told him his payment (due April 1st, not transacted until a full 31 days after it was due) could be as much as 3-5 days before the Association receives funds, and that he should adjust accordingly.  The $75 fee may only be waived by the ***** of **************** As the manager, I will put the request before the ***** for consideration, but I can make no promises it will be waived. Historically the ***** does not waive such fees. 

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21698572
  
  I am rejecting this response because:  thanks for laying out the timeline.  Letter sent 4/5 allowing 30 days to pay, payment sent with receipt supplied 5/2....end of story.  I refuse to pay for a fee that was not incurred.  As for the swirl around lack of response, I notice you covered issues in Feb and March.  This issue occurred in May and now June.  Since my email is web based, I will forward my email chain to BBB so maybe someone else can see my level of frustration with all things Melrose.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/12/2024

  The ***** looked at all aspects of this account: communication (22 late letters sent to you home over the last 6yrs), emails, BBB responses, pay history, etc.  After review of your account dating back to 2018 this morning, the ***** of ********* unanimously agreed to NOT waive the fees.  Melrose can only recommend setting up recurring payments on the portal to ensure the timing issue does not arise in the future.  ACH payments are made free of charge via that system.  This matter is considered closed by both Melrose Management, and your *****.  Thank you.

  Customer Answer

  Date: 06/12/2024

  Fw: Accountant Task - Response to Owner - [#XN176988]
  External
  Inbox
  
  *****
  11:44 AM (35 minutes ago)
  to me
  
  *****,
  This is in reference to:  Complaint: 21698572
  I just responded to my complaint and Melrose's continued denial to refund an illegitimate fee.  Claims were made about their response time in February and March.  This email chain started on 5/8 and has not been responded to as of this date.  Since my email is web based, I can't attach this to the complaint.  As you can see there are multiple Melrose based email addresses each time.  I challenge Melrose to produce proof of any response to this within the timeframe shown.  
  
  ----- Forwarded Message -----
  From: ***** <***********************>
  To: The Melrose Management Partnership <*********************************************************>; ******************************************************** <********************************************************>; *********************************************** <***********************************************>; ********************************************* <*********************************************>
  Sent: Monday, June 10, 2024 at 01:20:55 PM EDT
  Subject: Re: Accountant Task - Response to Owner - [#XN176988]
  
  Sixth follow up....
  
  On Tuesday, June 4, 2024 at 11:43:05 AM *************** <***********************> wrote:
  
  
  Fifth follow up.....no response to BBB complaint either.
  
  On Tuesday, May 21, 2024 at 08:20:16 AM *************** <***********************> wrote:
  
  
  Fourth follow up.....initial attempt to contact was 5/8.  Apparently, 13 days is an acceptable response time??
  
  
  On Friday, May 17, 2024 at 12:33:10 PM *************** <***********************> wrote:
  
  
  Third follow up.....and no response to my Better Business Bureau complaint either.  
  
  We can just add it to the list to be reviewed at the next board meeting....see you there!
  
  
  On Saturday, May 11, 2024 at 02:19:12 PM *************** <***********************> wrote:
  
  
  To whom it may concern...
  
  This is now my second follow up to a so called business that does not attend to their paying customers. Your accounting is incorrect, and you should be embarrassed.  
  Payments to both HOA's were made on 5/2 (I have receipts), yet you do not have that shown on the letter sent.  Since you have provided inaccurate information, your attempt to lien is null and void.  If you'd like to be an adult and actually talk through this mess, please call me at ************.  If you continue to hide behind stupid letters with erroneous information, I'll see you at the next board meeting to advise of the poor job Melrose has been doing (like not answering a business email address printed on your letters due to "SPAM").  
  
  
  
  On Wednesday, May 8, 2024 at 11:38:17 AM EDT, ***** <***********************> wrote:
  
  
  I got an attempt to deliver something from you today, but I missed it.  What is it that you want now?  
  
  Since you consistently fail as an organization to respond to me.  I'm recording this for BOD presentation.  
  
  
  On Monday, March 11, 2024 at 11:40:18 AM EDT, The Melrose Management Partnership <*********************************************************> wrote:
  
  
  If you would like to respond to this notification, please place your response in between the dotted lines found below: - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
  
  
  - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
  Your HOA fee is decided by your board of directors, not us. They send you a budget and there is where you will find what it all included.
  
   
  
  You will need to call ****** at the *********** Office or you can email him directly at ************
  
  Item Details:
  Generated from XN: 176874TRE
  *********************** Reconstruction
  
  Dear Trinity **** Homeowners,
  
  On behalf of the ***** of ********** Melrose has been asked to communicate the following.  The construction of the smaller of the two playground lots has been completed and the fencing is complete around the area.  Children in the community may resume use of the brand new equipment!
  
  Large playground area- Upon the most recent inspection, the ***** decided unanimously to shut down the area for safety concerns, until such time as the equipment can be replaced. Please avoid this area while the ***** works towards a resolution.  With a large expenditure of this nature, the ***** has learned from the lengthy procedure of the smaller tot lot, and will move quickly to look at bids, secure the funds needed for the project, and move towards completions (hopefully) faster than the previous project.  Understand much of the delay on the small tot lot was the time needed for fabrication (9 months), permitting (3 months), and available funds....along with some unexpected delays that we may incur on this next project.  Rest assured the ***** and management will keep the project moving forward, and bids have already been requested from multiple playground installation companies. Management will send an e-blast out to the membership regarding the next scheduled BOD meeting, at which the ***** will be looking at all options to complete the project as efficiently as possible.  If you have any questions or concerns, please do not hesitate ask at the following email: *********************************************************.
  
  Thank you.
  
  --
  Sincerely,
  
  ***********************
  On behalf of TRINITY EAST HOMEOWNERS ASSOCIATION, INC.
  
  This Community is Professionally Managed By:
  The Melrose Management Partnership
  ************** | www.melrosecorporation.com
  

• Initial Complaint

  Date:02/21/2024

  Type:Service or Repair 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.

  Melrose Management Group is the *** company for *********************** in ******,**. Our first of 6 emails were sent to Melrose Management Group on 10/23/23 to the present about the homeowner at ************************************* for multiple *** rule violations. This homeowner has 2 vehicles on the left side of the driveway blocking the sidewalk that havent moved in over a year. This same homeowner has 2 vehicles on the right side of driveway that block the sidewalk at night. There is no room inside the garage to park a vehicle at all. 1736 homeowner has another vehicle sometimes 2 vehicles parked in front of the address in the road. This same homeowner has a ***** pickup truck with homemade trailer with motorcycle on the trailer covered by a tarp, old silver car, and old mustang parked approximately 600 to 800 ft away from there own house along the side of the road beside my house at ******************* I have 4 windows, sliding glass doors, and porch that I can see these vehicles from everyday because they dont move ! Melrose Management Group has done absolutely nothing to mitigate this problem. Every homeowner in *********** Subdivision had to read, agree, and sign *** documents about the rules and restrictions before buying a home. The *************** agent explained to us that you can only have 2 vehicles parked in the driveway not blocking the sidewalk, parking at least 1 vehicle in the garage, and overflow parking for residents was at the playground parking lot. Homeowner at ********************* and everyone else in this subdivision were explained the *** rules, restrictions, and pay $69.99 a month *** fees to Melrose Management Group to protect homeowners from *** violators. This has been so frustrating and I hope you can help. Thank you.

  Business Response

  Date: 04/25/2024

  Afternoon, we are in receipt of the concern from **************** in *********** of ****** regarding his neighbor at 1736 Shadow Trace.  The owner of that home has been sent notifications regarding his vehicles parked in the driveway.  All vehicles have updated tags and we have been provided with proof of insurance for all them. We are now however discussing with counsel if there is any other action that the *** can take for these vehicles in his own driveway.  Once counsel what we can and cannot do for the vehicles in the owner's driveway, I will reach out to **************** and advise to keep up to date.

  It is believed that the additional pickup truck and homemade trailer belong to 1736 Shadow Trace as well however, they are parked on public streets and the streets and sidewalks are not owned by the ***.  We have attempted to reach out to local authorities for assistance but have not had much success and they would be able to identify the owners of the vehicles as we are the *** are not able to.  We will continue to reach out to authorities and encourage any owner to do so as well, maybe the more contacts from others would help get a response.  Hopefully working together we can find a way to get help from the proper authorities.

  Thank you,

  *****************************, Director of Management

   

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21326587
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 04/26/2024

  The resolution to this problem is to have all vehicles owned by the homeowners at ********************* park their vehicles at their own address and not in the street, far from their house, parallel to my house and/or obtain a storage unit to house their extra vehicles.  It is unclear how Melrose Management  Group LLC continues to state that this is not in violation of our HOA rules   Like Ive said before, every homeowner in this subdivision is expected to follow HOA rules.  The same rules that were explicitly explained by a *************** salesperson. In addition we all received a copy of the paperwork, before purchasing a home in this neighborhood  This neighborhood is and will continue looking like a junkyard, especially if other homeowners begin following suit and parking junk vehicles up and down the streets  As I write this email the old pickup truck with homemade trailer that has flat tires and another vehicle on the trailer covered by a brown tarp sits and has been sitting beside my house since August of 2023 ! Ive had to pay HOA fees month after month looking at junk vehicles parked alongside my home by the homeowner of *********************. This and MANY other violations are happening in a supposed managed subdivision !  

  Customer Answer

  Date: 05/13/2024

  The Melrose Management Group LLC is not understanding my complaint. I am not a neighbor to the homeowners at *************************************. The problem I have is that this homeowner is parking extra  vehicles down the street nowhere near his property alongside my house that do not move daily, weekly, or monthly !  This is my complaint ! 

  Business Response

  Date: 05/13/2024

  Thank you, we know where your neighbor lives and not your neighbor directly.  Sheriff offices did respond last week to our inquiries and from my understanding they were going to speak with him as well.  Next correspondence to the owner in question is coming from the attorney for correction.  

  *****************************

  Customer Answer

  Date: 05/14/2024

  Thank you for your help. This has been an ongoing problem for almost a year now so please dont close my case until this problem is taken care of. Thank you very much. 

  Customer Answer

  Date: 05/14/2024

  Thank you *****. Have a wonderful day. 

• Initial Complaint

  Date:12/03/2022

  Type:Customer Service 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.

  Melrose Management manages ****************. I moved to this community this year and they failed to provide me with coupons for the quarterly *** fees. It has been brought to their attention twice. The one who manages the account informed me it is the bank's problem. I have been advised that they manage the *** and are fully responsible for the coupons be issued since they failed to do so at closing. The manager has ignored my requests, and I have received another late fee. The professionalism of this company is lacking and they do not seem to know the rules and laws of the state. I have been harassed on other issues. Supposed violations that others have not received violations notices for. There are many blatant violations, by others, they fail to address. Currently, I have a notice of a violation for a water softener. The previous owners went through the proper steps to have it approved. According to Melrose Managment it wasn't done. Evident this is discriminatory. Do not know how their rating is so high on BBB. Read the actual reviews of the company on *******

  Business Response

  Date: 12/12/2022

  ************, like every homeowner in **************** had a coupon book ordered for him after he closed on his home. This booklet is not sent by Melrose, it is sent by ************* (the ******************* and their contractor. We clearly told ************ this information in August, 2022. At that same time, we immediately provided ************ an updated ledger of his account, what was owed, and even did a one time courtesy waive of a late fee, in addition to providing him instruction on this matter. All of this is documented in emails back and forth with ************. NOTE: All homeowners in all HOAs in FL are responsible for knowing their HOA payment amount, and when it is due and payable. ************ falsely alleges Melrose is negligent and that Melrose does not know the statutes and laws, when it is clear it is quite the opposite. All homeowners in all HOAs in FL, sign an acknowledgment at closing they have read and understood the amount and terms of their assessments. Homeowners, not management, are fully responsible for knowing their quarterly assessment amount, and when it due. Not only did Melrose reply to ************ with a full statement ledger of his account, we also let him know why he was in violation with the Association for other reasons (lack of alteration application on file), and how to resolve the issue. This communication occurred August 28th, and September 2022. ************, ignoring his quarterly payment, once again fell delinquent on his assessments in November. Melrose again sent him a collection letter, prior to any additional legal ramifications on November 11th, 2022. ************ ignored that letter and as of 12/8/2022, the Association has filed an Intent to Lien on **************** home in full accordance with FDCPA, F.S. 720, and the Declaration and Covenants of ****************, in adherence of sections regarding non-payment of assessments. The **************** is run by a homeowner ***** of ********** Melrose management takes direction from that ***** on all matters. The ***** is aware of **************** allegations, and has not directed Melrose to take any different action than the current direction of his file, up to and including legal. Furthermore, ************ has alteration application violations open. Melrose provided instruction (twice) on how to resolve, and ************ has refused to come into compliance. Again, these violations are started and escalated at the direction of the ***** of ********* of ****************. Melrose has no say in who is potentially fined for non-compliance. We send violation letters at their direction. The Association's legal counsel was made aware of **************** threats and will handle accordingly, should he pursue further action against the association or Melrose. Fees will not be waived as the courtesy waiver has already been completed earlier this year. Although ************ alleges "harassments", all other homeowners in Hidden River are equally enforced as to restriction violations, and timely payment of assessments. In fact, the violation aspect of **************** claim was easily resolved by other nearby homeowners who received a similar non-compliance letter. Instead of firing off emails and BBB complaints, they resolved the issue within a day or two in most instances. At the direction of the *****, fees will not be waived and the violation process will in fact continue after the New Year, unless it is resolved. Melrose even offered to help ************ resolve the violation aspect of his claim, but only ************ can resolve the financial complaint by paying his assessments on time, as do most homeowners in Hidden River. Again, Melrose reached out (and have ample record of same) on how to resolve these issues timely. To date, *********** has chosen to ignore those suggestions. Thank you. ***************************, Manager and licensed CAM for ****************.

  Customer Answer

  Date: 12/12/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This shows the lack knowledge of the Melrose representatives. You have an obligation to the residence you serve. *****************, manager for the Hidden River account, should have contacted ************* as I stated numerous times I did not receive the coupon book. Melrose is compensated to perform duties, and they fail to do so. They falsely stated I was reimbursed for a late fee. He said I would but never received a check. As for the violations that were issued. I received one that was for weeds, but there were no weeds in my garden. I had to send the definition of a weed as they lack the knowledge as to what one is. Melrose is not permitted to classifying what plants are weeds. Since that dispute, Melrose as well as the ***** of ********* has been scrutinizing my residence and other residences' violation are going overlooked. Please refer to all the negative reviews online with ****** Reviews as well as other review sites. I have all the emails documented as well. ****************** spews out a lot of words in an attempt to try to confuse and detract from the inappropriate business practices.

• Initial Complaint

  Date:07/12/2022

  Type:Service or Repair 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 received 8 HOA violation letters within 24 hours from Melrose Management. This included the first notification, warning, and fine all in the same day. When I called the office to ask clarifying questions, I was met with great hostility, yelled at, and hung up on by the property manager. I am a disabled combat veteran and have never been treated so rudely, especially by a company who is supposed to be looking out for our best interest. After requesting the HOA's official records via email, I have been ignored by the company who is refusing to provide the documentation that Florida law requires.

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 10, 2022/08/02) */ The complainant was sent multiple "Final Notice" violations on the same day, for multiple violations within the Association (4 in total). Due to the established and repeated procedures of the Association, the violations are mailed out both regular mail AND certified, pursuant to the standardized practices of the Association, and Melrose management for such items. So yes, he (the complainant) received multiple notices within 24hrs. All notices were authorized by the Avelar Creek South HOA Board of Directors for covenant enforcement and non-compliance of same. The phone interaction the complainant describes was quite the opposite. Management began to assist the complainant with a description of why in fact he would receive so many violation letters at one time, only to yell at Mr. D****** over the phone. Once the conversations became less than cordial, Mr. D****** stated he would be hanging up, then proceeded to do so. As instructed per FL statute 720.305, the complainant was sent notice of a hearing for the violation(s) in question. The complainant attended a Board meeting to offer his thoughts in front of the Board of Directors, only to offer the same vitriol that took place on the phone call. The Board witnessed the complainant's anger firsthand as he slammed his fist down on a table as he made his angry comments. The Board upheld all the decisions for the communications sent to the homeowner and know of Mr. D******'s gentle nature. As to the allegation of being denied records under F.S. 720.305(5)- Official records request was denied because it was not submitted in writing and mailed per statute. He was instructed to do that very requirement via email and Melrose would have gladly complied as we do with the 20K plus homeowners we manage. (Email attached) Melrose never received such a request pursuant to statute. Should Melrose receive the certified mail request, we will gladly have the records within the 10 day allotted time and make arrangements for inspection. Melrose Management, like any HOA property management company, is a conduit for enforcement of Deed restrictions, at the Direction of the Board of Directors. If we may assist the complainant with anything at all, he may contact our ticketing system at [email protected] for any common area concerns, but records requests must be put in writing and mailed to the local office. If there are any other concerns on this matter, please do not hesitate to contact us on this matter. Thank you, Melrose Management Consumer Response /* (3000, 12, 2022/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will agree that I had a misunderstanding of the process to request documentation from the management company. I appreciate Melrose communicating that to me. I'm am disappointed that this has now devolved into "he said-she said", but I categorically deny that I ever raised my voice at Mr. D****** or "slammed my fist on the table". That is completely untrue. I maintain my frustrations as each letter I was sent about the violations had egregious errors that completely changed the intent of the letter. When being cited for a tree that needed to be pruned, the letters called them "bushes". When being cited for mildew on the South side of my house, the letters cited the West side. I called Mr. D****** to clarify because the letters did not make sense. Mr. D****** could not expound upon what the issue was. I asked him to personally show me the issue- he declined. I asked him to ask a representative from the HOA to show me what the issue was- he declined. I asked him to circle the issue on a photo- he declined. At this point, due to the errors in the letters, I had no information about what the issue was that I was being cited and fined for. After these requests were denied, Mr. D****** began to get angry and did in fact raise his voice at me. I was around many other people at the time of the call. I did not yell at him. I never yell. I am not a yelling kind of person. I expressed frustration at the lack of information and incorrect information that I was given. At this time, the actual issue had never been communicated to me and Melrose was attempting to fine me when any letters that they had sent did not correctly address the issue (since they said "bushes", I was repeatedly trimming bushes instead of the tree that they were actually referring to). I attended the HOA meeting to address this breakdown in communication. I never raised my voice and was never anything less than cordial. I did recommend that the HOA remove Melrose management as our property management company. When it is my time and my money on the line, it would be appreciated for people to take enough time and care to tell me what the issue that I am being fined for actually is. If the letters instructed me to trim the tree, I would have done so happily. But because the letters instructed me to trim bushes over-and-over, I wasted a great deal of my own time and money tending to something that (unbeknownst to me) wasn't the issue being discussed. Now that we have devolved into word-of-mouth and "he said-she said", it is clear that there is no forthcoming resolution to this issue. I would respectfully ask that in the future, Melrose please use better business practices when dealing with customers. When attempting to fine residents, the residents have a right to be told what the violation actually is rather than having to infer intent from an incorrectly worded letter. No representative from the company has reached out to me at the time of this writing and I consider this issue far from resolved. *******